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T & d insurance

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  • 1. 1 INTRODUCTION Not many of us are aware of the fact that the life insurance industry of India is as old as it is in any other part of the world. Oriental Life Insurance Company was the first Indian life insurance company, which was started in 1818 at Kolkata. And within a span of 100 to 150 years, the number grew more than 350 (over 250 in life and about 100 in non- life), mainly with regional focus, flourished all across the country. However, the Government of India, concerned by the unethical standards adopted by some players against the consumers, nationalized the industry in two phases in 1956 (life) and in 1972 (non-life). The insurance business of the country was then brought under two public sector companies, Life Insurance Corporation of India (LIC) and General Insurance Corporation of India (GIC). Subsequently with the economic reforms that were ushered in India in early nineties, the Government set up a Committee on Reforms (the Malhotra Committee) in April 1993 to suggest reforms in the insurance sector. The Committee recommended throwing open the sector to private players to usher in competition and bring more choice to the consumer. The objective was to improve the penetration of insurance as a percentage of GDP, which remains low in India even compared to some developing countries in Asia. Reforms were initiated with the passage of Insurance Regulatory and Development Authority (IRDA) Bill in 1999. IRDA was set up as an independent regulatory authority, which has put in place regulations in line with global norms. So far in the private sector, 12 life insurance companies and 9 general insurance companies have been registered. Till then insurance was kind of privilege or necessity ought to be meant for the high salaried and riches of this country. As also a necessity only for some in case they needed to ensure tax savings, tax manipulations etc. But with the coming of private players, rules of the game have changed. Never were common men so rigorously targeted. It is today an industry which is growing at the rate more than 25%. “In the last five years, the growth (of the Indian insurance industry) has been of the order of 25% plus.” And the remarkable point yet is that the penetration level is only 2%. “The Insurance penetration level (in India), which was always stuck near an average of 1.5%, has today crossed the 2% mark and is likely to get perched at about 3%.” Imagine the kind of potential it has for the years to come! May be this is one of the major reasons why almost all global players are too keen to be in India. Another could be the saturation of insurance markets in many developed economies. India has the low percentage and per capita penetration of Insurance Industry. Moreover, with the kind of GDP growth rate which is expected to be in the range of 8 to
  • 2. 1 10% for the next decade and the increasing level of education among the general public regarding insurance and related products, the insurance market can only head upwards. The current market size of non-life insurance industry is US $ 2 billion and is expected to reach US $ 10 billion. Similarly, in the life insurance sector, it is expected to grow from nearly US $ 3 billion to US $ 15 billion. The changes those have been bought in by privatization in the insurance sector can be categorized into followings; 1. New Market Development 2. New Product Development 3. Customer Centric Approach 4. New Channel Development New Market Development: It a logical step to look for new and newer markets when competition grows. Naturally, with as many as 16 players, latest being Bharti-AXA and six still in the offing, the competition has never been so intense. Advertising campaigns, awareness campaigns and other promotional tools players are ensuring that they make dent into right markets by educating prospects. The strategy to hunt for new markets has been aptly supplemented by new product offerings. New Product Development: There has been a plethora of new and innovative products offered by the new players, mainly from the stable of their international partners. The main concept underlying new product development has been of two kinds, Need-Based positioning development and Variety –Based development. Now, the customers have tremendous choice from a large variety of products from pure term (risk) insurance to unit-linked investment products. Customers are offered unbundled products with a variety of benefits as riders from which they can choose. More customers are buying products and services based on their true needs and not just traditional money-back policies, which is not considered very appropriate for long-term protection and savings. Customer Centric Approach: CRM is a buzz word so is the customer satisfaction. People are courteous, processes are being made simple. Customer is treated as king in true sense. Service, be it pre-selling or be it post-selling, is readily available at a click away! International best practices in service and operational efficiency has started to make an inward way giving away the bureaucratic, cumbersome difficulties. Albeit, the use of latest technologies have complimented the process even further. Trained and technically qualified sales force and advisors are now concentrating on sound financial
  • 3. 1 consultancy and need based selling. Prompt and accurate response and turnaround times in specific areas such as delivery of first policy receipt, policy document, premium notice, final maturity payment, settlement of claims etc. are some of the sea changes that this industry is experiencing. New Channel Development: Sales and distributions channels also have gone a paradigm shift. Till recently, Agents were the only mode of distribution of life insurance products. But today a number of innovative alternative channels are being utilized by insurance marketers such as bank assurance, brokers, the internet and direct marketing. It is predicted that the wide spread of bank branch network in India could lead to Bank assurance emerging as a significant distribution mechanism. However, as of today, agents still continue to be the main distribution channel. Some life insurance companies focusing on rural markets have gone one step further in adopting new innovative means of distributions. “Instead of appointing agents as is done typically, they have used gram- sevaks in different villages across the country to promote life insurance and act as their sales arm.” As the days pass off, we are likely to see many more actions in this arena. The Government is also keen to continue with its financial sector reforms. The insurance Industry is now hot and happening! The marketing wizards are breaking their heads to think for ideas to penetrate new markets, financial wiz-kids wracking their brains for new product categories and lot more actions are taking place even behind the scene. But whatever happens, one thing is for sure that the customers are going to be the greatest beneficiary of this revolution.
  • 4. 1 TRAINING AND DEVELOPMENT SCENARIO IN INSURANCE SECTOR Favorable economic climate and number of other factors such as, growing urbanization, increasing consumerism, rise in the standard of living, increase in financial services for people living in rural areas, etc has increased the demand for wide range of financial products that has led to mutually beneficial growth to the banking sector and economic growth process. This was coincided by technology development in the banking operations. Today most of the Indian cities have networked banking facility as well as Internet banking facility. Some of the major players in the banking sector are State Bank of India, HDFC Bank, Citibank, ICICI Bank, Punjab National Bank, etc. In the Insurance sector also, rapid expansion has created about 5 lakh job opportunities approximately in the past five years. These openings are mainly in the field of insurance advisors or marketing agents. The eligibility criteria for these jobs is graduation with some experience in marketing or become insurance agents after completing school but this needs some relevant training. Earlier there were no training programs as such for insurance agents but on-the-job training only that was given once the new agent was appointed. But now the scenario has been changed, with the coming up of big players like ICICI Life Insurance, ICICI Lombard, HDFC Life Insurance, Tata AIG General Insurance, etc in this sector, people who've had some formal training are preferred while recruitment because it can be helpful in the insurance field. However, only the insurance degree in this field does not guarantee success. To be successful an agent must have strong interpersonal, networking, and communication skills. Number of opportunities in Banking and Insurance sector has increased than ever before. With this rapid expansion and coming up of major players like ICICI, HDFC, UTI, Bajaj Allianz, etc in the sector, the need of human resource development has increased
  • 5. 1 TRAINING DEFINED It is a learning process that involves the acquisition of knowledge, sharpening of skills, concepts, rules, or changing of attitudes and behaviors to enhance the performance of employees. Training is activity leading to skilled behavior. • It’s not what you want in life, but it’s knowing how to reach it • It’s not where you want to go, but it’s knowing how to get there • It’s not how high you want to rise, but it’s knowing how to take off • It may not be quite the outcome you were aiming for, but it will be an outcome • It’s not what you dream of doing, but it’s having the knowledge to do it • It's not a set of goals, but it’s more like a vision • It’s not the goal you set, but it’s what you need to achieve it Training is about knowing where you stand (no matter how good or bad the current situation looks) at present, and where you will be after some point of time. Training is about the acquisition of knowledge, skills, and abilities (KSA) through professional development. Importance of Training and Development • Optimum Utilization of Human Resources – Training and Development helps in optimizing the utilization of human resource that further helps the employee to achieve the organizational goals as well as their individual goals. • Development of Human Resources – Training and Development helps to provide an opportunity and broad structure for the development of human resources’ technical and behavioral skills in an organization. It also helps the employees in attaining personal growth. • Development of skills of employees – Training and Development helps in increasing the job knowledge and skills of employees at each level. It helps to expand the horizons of human intellect and an overall personality of the employees.
  • 6. 1 • Productivity – Training and Development helps in increasing the productivity of the employees that helps the organization further to achieve its long-term goal. • Team spirit – Training and Development helps in inculcating the sense of team work, team spirit, and inter-team collaborations. It helps in inculcating the zeal to learn within the employees. • Organization Culture – Training and Development helps to develop and improve the organizational health culture and effectiveness. It helps in creating the learning culture within the organization. • Organization Climate – Training and Development helps building the positive perception and feeling about the organization. The employees get these feelings from leaders, subordinates, and peers. • Quality – Training and Development helps in improving upon the quality of work and work-life. • Healthy work-environment – Training and Development helps in creating the healthy working environment. It helps to build good employee, relationship so that individual goals aligns with organizational goal. • Health and Safety – Training and Development helps in improving the health and safety of the organization thus preventing obsolescence. • Morale – Training and Development helps in improving the morale of the work force. • Image – Training and Development helps in creating a better corporate image. • Profitability – Training and Development leads to improved profitability and more positive attitudes towards profit orientation. • Training and Development aids in organizational development i.e. Organization gets more effective decision making and problem solving. It helps in understanding and carrying out organisational policies • Training and Development helps in developing leadership skills, motivation, loyalty, better attitudes, and other aspects that successful workers and managers usually display.
  • 7. 1 COMPANY PROFILE AND ANALYSIS
  • 8. 1 Four targeted organizations to study the overall training and development (T & D) practices and career progression (only in finance domain) of the organizations. 1. AVIVA LIFE INSURANCE 2. BIRLA SUN LIFE (INSURANCE) 3. TATA AIG 4. NATIONAL INSURANCE CORPORATION
  • 9. 1 AVIVA LIFE INSURANCE Aviva is UK’s largest and the world’s fifth largest insurance Group. It is one of the leading providers of life and pensions products to Europe and has substantial businesses elsewhere around the world. With a history dating back to 1696, Aviva has a 45 million- customer base with presence in 27 countries. It has £359 billion of assets under management. In India, Aviva has a long history dating back to 1834. At the time of nationalisation it was the largest foreign insurer in India in terms of the compensation paid by the Government of India. Aviva was also the first foreign insurance company in India to set up its representative office in 1995. In India, Aviva has a joint venture with Dabur, one of India's oldest, and largest Group of companies. A professionally managed company, Dabur is the country's leading producer of traditional healthcare products. In accordance with the government regulations Aviva holds a 26 per cent stake in the joint venture and the Dabur group holds the balance 74 per cent share. With a strong sales force of over 35,000 Financial Planning Advisers (FPAs), Aviva has initiated an innovative and differentiated sales approach to the business. Through the “Financial Health Check” (FHC) Aviva’s sales force has been able to establish its credibility in the market. The FHC is a free service administered by the FPAs for a need- based analysis of the customer’s long-term savings and insurance needs. Depending on the life stage and earnings of the customer, the FHC assesses and recommends the right insurance product for them. Aviva pioneered the concept of Bancassurance in India, and has leveraged its global expertise in Bancassurance successfully in India. Currently, Aviva has Bancassurance tie- ups with ABN Amro Bank, The Lakshmi Vilas Bank Ltd., Punjab & Sind Bank, IndusInd Bank, Co-operative Banks and Regional Rural Banks. When Aviva entered the market, most companies were offering traditional life products. Aviva started by offering the more modern Unit Linked and Unitised With Profit products to the customers, creating a unique differentiation. Aviva’s products have been designed in a manner to provide customers flexibility, transparency and value for money. It has been among the first companies to introduce the more modern Unit Linked products in the market. Its products include: whole life (LifeLong and LifeLine),
  • 10. 1 endowment (LifeSaver, EasyLife Plus,LifeSaver Plus and ), child policy (Aviva Little Master) single premium (LifeBond and LifeBond Plus), Pension (PensionPlus and Secure Pension), Term (LifeShield), fixed term protection plan (Freedom LifePlan), health insurance (Aviva Health Plus), traditional endowment (Dhan Vriddhi, Aviva Money Back) and a tax efficient investment plan with limited premium payment term (LifeBond5). Aviva products are modern and contemporary unitised products that offer unique customer benefits like flexibility to choose cover levels, indexation and partial withdrawals. Aviva’s Fund management operation is one of its key differentiators. Operating from Mumbai, Aviva has an experienced team of fund managers and the range of fund options includes Unitised With-Profits Fund and seven Unit Linked funds: - Protector Fund, Secure Fund, Balanced Fund, Growth Fund,Enhancer Fund,Index Fund and Bond Fund. Questionnaire Analysis: Ovearall Experience: From the graph we conclude that employees at aviva were had a very good experience of training & development programme organised in their organisation. Most of the employees are haapy attending such training sessions because they get extra perks also for the same. The employees told that the company provides them free refreshments during the training and development programme.
  • 11. 1 TIMINGS OF THE TRAINING: Timing was somewhat a issue in these training programmes. These sessions were organised in after job period therefore the schedule of the employees become hectic. Alnd for married female employees it becomes more difficult. The employees gave feedback that the timings of the programme should be flexible and moreover these programmes should be held on weekends. AREAS OF IMPROVEMENT:
  • 12. 1 Technique is the factor of training programme on which the company should focus more for improvement. The employees gave feedback that to enhance the efficiency of this programme the training should be related to real life events rather than working in a closed classroom. The second issue for improvement was Mentors. The employees reported that some mentors in the training programme were too relaxed that they hardly bothered about the results of the programme. SATISFACTION AND PERFORMANCE APPRAISAL: The above graph showed that these programmes hardly show any effect on the satisfaction and performance of the employees. They attend these programmes just to have more perks. As we analyzed and talked with employees we found that they were very relaxed about these programmes.
  • 13. 1 BIRLA SUN LIFE (INSURANCE) Birla Sun Life Insurance visualizes to create long term value along with market leadership. They pioneered the unique Unit Linked Life Insurance Solutions in India within 4 years of its launch, BSLI has cemented its position as a leading player in the Private Life Insurance Industry. There has been focus on Investment Linked Insurance Products, supported with protection products to maintain leadership in product innovation. Multi Distribution Channels- Direct Sales Force, Alternate Channels and Group offering convenient channels of purchase to customers. Web-enabled IT systems for superior customer services. First to have issued policies over the Internet. Corporate governance and a high degree of transparency in all business practices and procedures. First to have an operational Business Continuity Plan. Strong fundamentals based on the Aditya Birla group's local insight and Sun Life financials global expertise. Questionnaire analysis: OVERALL EXPERIENCE OF TRAINING PROGRAMME
  • 14. 1 From the above pie chart about the overall experience of the employees in training and development programme, we can interpret that most of the employees are satisfied by attending it. Also, there learning and experience in the same was above average. TIMINGS OF THE TRAINING The timings of the training mostly for female employees were not convinient. As training was conducted after the job hours therefore Most of the employees reported there hectic schedule after training. Many employees said that the company never takes comfortability of employees in consideration while organizing training sessions.
  • 15. 1 AREAS OF IMPROVEMENT: The employees experienced that in such training programmes culture is the area which needs improvement for greater partcipation and satisfaction. Female employees reported that due to these training programmes they had to work late shifts and therefore some of them faced cases of unnecessary harassement. Satisfaction and Performance Appraisal:
  • 16. 1 In general most of the employees responded that they have no impact of such training and development programme. When we further questioned them then they told us that it all depends on the mentor whethet to make training successful or not.
  • 17. 1 TATA-AIG General Insurance Company Limited Tata AIG Life Insurance Company Limited (Tata AIG Life) is a joint venture company, formed by the Tata Group and American International Group, Inc. (AIG). Tata AIG Life combines the Tata Group’s pre-eminent leadership position in India and AIG’s global presence as one of the world’s leading international insurance and financial services organization. The Tata Group holds 74 per cent stake in the insurance venture with AIG holding the balance 26 per cent. Tata AIG Life provides insurance solutions to individuals and corporates. Tata AIG Life Insurance Company was licensed to operate in India on February 12, 2001 and started operations on April 1, 2001. THE TATA GROUP Tata is a rapidly growing business group based in India with significant international operations. Revenues in 2007-08 are USD 62.5 billion (around Rs. 251,543 crores), of which 61% was from business outside India. The Group’s Net Profit for 2007-08 is USD 5.4 billion (around Rs. 21,578 crores). The Group employs around 350,000 people worldwide. The Tata name has been respected in India for 140 years for its adherence to strong values and business ethics. The business operations of the Tata Group currently encompass seven business sectors - Communications and Information Technology, Engineering, Materials, Services, Energy, Consumer Products and Chemicals. The Group's 28 publicly listed enterprises have a combined market capitalisation of around $60 billion, among the highest among Indian business houses, and a shareholder base of 2.9 million. The major companies in the Group include Tata Steel, Tata Motors, Tata Consultancy Services (TCS), Tata Power, Tata Chemicals, Tata Tea, Indian Hotels, Tata Teleservices and Tata Communications. American International Group, Inc. (AIG) American International Group, Inc. (AIG), a world leader in insurance and financial services, is the leading international insurance organization with operations in more than 130 countries and jurisdictions. AIG companies serve commercial, institutional and individual customers through the most extensive worldwide property-casualty and life insurance networks of any insurer. In addition, AIG companies are leading providers of retirement services, financial services and asset management around the world. AIG's
  • 18. 1 common stock is listed on the New York Stock Exchange, as well as the stock exchanges in Ireland and Tokyo. Questionnaire analysis: OVERALL EXPERIENCE: The above graph shows that the overall experience of the employees with Training and development programmes in TATA-AIG was above average. The employees showed a positive response while telling about these programmes. All were very exciting when we asked about these initiatives taken by the company. TATA-AIG also invited family members of the employees on these tarining programmes for common lunch and dinner. Timings:
  • 19. 1 The employees were neutral talking about the timings of these training prgrammes. Some employees were having issues with the timings but that were because of their family problems. The female employees gave feedback just opposite from what we got from other companies i.e. they were purely satisfied with the timings and schedule of the company. Areas of Improvement: Again, Technique and Mentors were the two areas which need improvement in these training programmes. The employees stated that the mentors were not prepared
  • 20. 1 well while imparting them training that caused a technique mismatch in the training programme. Satisfaction and Performance Appraisal: The above graph is self explanatory. It shows that these training programmes have little or no impact on performance of the employees. As in all other organisations people join these programmes to have more perks.
  • 21. 1 NATIONAL INSURANCE CORPORATION National Insurance Company Limited was incorporated in 1906 with its Registered office in Kolkata. Consequent to passing of the General Insurance Business Nationalisation Act in 1972, 21 Foreign and 11 Indian Companies were amalgamated with it and National became a subsidiary of General Insurance Corporation of India (GIC) which is fully owned by the Government of India. After the notification of the General Insurance Business (Nationalisation) Amendment Act, on 7th August 2002, National has been de- linked from its holding company GIC and presently operating as a Government of India undertaking. National Insurance Company Ltd (NIC) is one of the leading public sector insurance companies of India, carrying out non life insurance business. Headquartered in Kolkata, NIC's network of about 1000 offices, manned by more than 16,000 skilled personnel, is spread over the length and breadth of the country covering remote rural areas, townships and metropolitan cities. NIC's foreign operations are carried out from its branch offices in Nepal and Hong Kong. Befittingly, the product ranges, of more than 180 policies offered by NIC cater to the diverse insurance requirements of its 10 million policyholders. Innovative and customized policies ensure that even specialized insurance requirements are fully taken care of. The paid-up share capital of National is Rs.100 crores. Starting off with a premium base of 500 million rupees (50 crores rupees) in 1974, NIC's gross direct premium income has steadily grown to 35236.7 million rupees (3523.67 crores rupees ) in the financial year 2005-2006. National transacts general insurance business of Fire, Marine and Miscellaneous insurance. The Company offers protection against a wide range of risks to its customers. The Company is privileged to cater its services to almost every sector or industry in the Indian Economy viz. Banking, Telecom, Aviation, Shipping, Information Technology, Power, Oil & Energy, Agronomy, Plantations, Foreign Trade, Healthcare, Tea, Automobile, Education, Environment, Space Research etc. While NIC has a significant market share in the non life insurance business all over the country, NIC has a large market presence in Northern and Eastern India making it the market leader in these two zones.
  • 22. 1 The steady growth in premium income has been commensurately matched by profits over the years. As of March 2006, NIC's general reserve stood at 11085.8 million rupees (1108.58 crores rupees) with an asset value of 138064.4 million rupees (13806.44 crores rupees) signaling strong financial fundamentals. No wonder than that NIC has been accorded “AAA/STABLE” financial strength rating by CRISIL rating agency, which reflects the highest financial strength to meet policyholders’ obligations. Two set of questionnaires designed for the same. One would be for the employees per se to understand their perceptions regarding the training and development practices of their organization in terms of relevance, regularity, effectiveness, adequacy of T & D etc. The other would be a list of open ended questions which would be addressing to the HR managers (in an interview) to understand the T & D initiatives taken by the organization and the kind of career progression which can happen in the finance function. Questionnaire analysis: Overall Experience: The overall experience of employees at NIC in T&D Sessions as represented by the above graph is above average. Most of the employees marked either Excellent or very good. There were some employees also who were not satisfied with the T&D Programmes and said that it is only a Time and Energy Waste. One of the employee quoted “We gain nothing from it”.
  • 23. 1 Timings: The Timings of the Training at NIC are a bit cumbersome. The company calls employees on their vacations for these T&D Sessions which make them incomfortable. Most of the employees disagree when asked about the convinience of the timings. Areas of Improvement: In NIC Technique is in the main focus of Area for Improvement. The employees reported that during classroom training Audio-Visual aids should also be provided for better learning and understanding.
  • 24. 1 Satisafaction and Performance Appraisal: As represented by the above graph the employees at NIC also have the same opinion as in every other organization that these T&D sessions have no impact on their performance. They all say but even then they attend it because sometime it is mandatory and sometimes for better perks
  • 25. 1 FINDINGS 1. Training and development is mostly periodically and sometimes depend upon need of the hour. 2. Overall performance appraisal was given more importance. 3. Behavioral training is needed in all the departments especially for trainees. 4. Most of them were concerned about delivery techniques of training session. 5. Organizations also care about employee’s family by involving them in inaugural sessions 6. For employee’s overall development organization plans career accordingly. 7. HRDs are having dedicated committee, who monitors continuously the industry changes & suggests training session as per requirements. 8. Organization creates a master training plan for each year. 9. Videos were used to train sales people in various areas, such as market information, product information etc. 10. Training is now the important tool of Human Resource Management to control the attrition rate because it helps in motivating employees, achieving their professional and personal goals, increasing the level of job satisfaction, etc. 11. Rewards for improvement in performance.
  • 26. 1 SUGGESTIONS 1. The training and development should be more employee oriented that ultimately leads to organization enrichment. 2. Organization should consider time according to employees suitability. 3. Organization should go for finance domain trainings especially due to present financial crisis.
  • 27. 1 LIMITATIONS 1. It was not easy to get appointments as executives were not spared for such questionnaires. 2. We were not allowed to interact with the employees by the HR & Senior Managers in all the organizations and that is reflected in the number of filled questionnaires. 3. We could interact only with a few managers and tried to extract as much as information as possible. 4. Time was also a constraint. 5. Due to non-availability of appointments we have to analyze on the basis of telephonic calls. 6. Some of the appointments were cancelled at last moment due to busy schedule of executives. 7. Due to Insurance sector, the organizations were very much conservative in revealing their training & development strategies. 8. At some organizations we were not allowed to interview as student so, we hide our identity to interview. 9. We could not do quantitative analysis as we could not interact with many employees.
  • 28. 1 Work Done: Name of the Member Work Done Vikas Garg i) Prepared Interim Report ii) Prepared Questionnaires iii) Took appointment & Visited Birla Sun Life Insurance iv) Prepared Partial Report v) Prepared Final Report with analysis along with Priyesh. Priyesh Kumar i) Prepared Action Plan ii) Made calls for appointment iii) Contributed in Interim, Partial & Final Report Submission with analysis. Parveen Singh Gulia i) Called Organizations for appointments ii) Telephonic conversation at Aviva & NIC Gaurav Gangwar i) Made Cold call at TATA- AIG and also contributed in the analysis Divya Garg i) Cold call at TATA – AIG. ii) Inputs in Questionnaire iii) Contributed in analysis of final report. Prerna Kaul i) Inputs in Questionnaires
  • 29. 1 SAMPLE QUESTIONNAIRES ARE ATTACHED 1- FOR EMPLOYEES 2 - FOR HR MANAGERS LAL BAHADUR SHASTRI INSTITUTE OF MANAGEMENT QUESTIONAIRE (Employees) Dear Sir/Ma’am, we are the students of LBSIM .We are conducting a survey for project on overall training and development (T & D) practices and career progression in Insurance sector organisations. We assure you that the data provided by you will only be used for the academic purpose. 1. The overall experience of the training programmes was Excellent Very Good Good Average Below Average □ □ □ □ □ 2. The timings of training were convenient Strongly Disagree Somewhat Disagree Neutral Somewhat Agree Strongly Agree □ □ □ □ □ 3. What do you think could have been better? Technique CultureInteraction Mentors Place □ □ □ □ 4. Do you think that this programme will help boosting your career graph? Yes No □ □ 5. Are you able to increase customer satisfaction after these programmes? No impact Marginally increased Satisfactorily Increased Marginally Decreased □ □ □ □
  • 30. 1 6. In what situations generally a Training & Development Programme is conducted? New Policy Announcement Periodically Depending on the need of the hour □ □ □ When Competition increases Other (Please Specify) □ □ 7. Generally what is the main agenda of the T&D Programme? Customer Satisfaction Boost in Sales Overall performance appraisal Other □ □ □ □ 8. What is mode of training: Classroom Real Life Any other (Please Specify) □ □ □
  • 31. 1 LAL BAHADUR SHASTRI INSTITUTE OF MANAGEMENT QUESTIONAIRE (HR Managers) Dear Sir/Ma’am, we are the students of LBSIM .We are conducting a survey for project on overall training and development (T & D) practices and career progression in Insurance sector organisations. We assure you that the data provided by you will only be used for the academic purpose. 1. What are the recent training and development programmes undertaken by the organisation? ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________ 2. With what objective was the programme designed? ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________ 3. What was the target population for the programme? ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________
  • 32. 1 4. What does the organisation expect from its employees after the training and development programme is completed? ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________ 5. What kind of training programme would the company prefer and in what situation? ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________ 6. What were the problems faced by the employees and organisation during the course of the T&D Programme? ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________
  • 33. 1 REFERENCES WEBSITES: www.aviva.com www.nationalinsuranceindia.com www.tata-aig.com www.birlasunlife.com