STUDY ON TRAINING AND DEVELOPMENT AT ZIQITZA HEALTH CARE LIMITED (ZHL), ODISHA

By-Suraj kumar pal HDF SOM
surajkumarpal@gmail.com
A
STUDY ON TRAINING AND DEVELOPMENT AT
ZIQITZA HEALTH CARE LIMITED (ZHL), ODISHA
Submitted by
Suraj Kumar Pal
PGDM 13024
A Management Traineeship Segment (MTS) Report submitted in partial fulfillment
of the degree of Post Graduate Diploma in Management (PGDM)
Under the guidance of
Prof. Priti Dhara Hota
(Asst.Prof in HR)
and
Mr. Siddharth Chatrjee
(Sr.HR Executive Manager in 108, Ziqitza Health Care Limited (ZHL),(ODISHA)
HDF School of Management
2014

By-Suraj kumar pal mnx HDF SOM
Certificate of the Corporate Guide or Company Certificate
i

Certificate of the Faculty Guide
ii
Prof. Priti Dhara Hota
Designation – Assistant Prof (HR)
HDF School of Management
This is to certify that Mr. Suraj Kumar Pal having Regd. No. PGDM13024 has done this
Management Traineeship Segment (MTS) work on “Training and Development” and submitted
the report in partial fulfilment for the degree of Post Graduate Diploma in Management (PGDM)
to HDF School of Management under my supervision and guidance.
His report is the record of original work done by him. To the best of my knowledge, no part of the
content of this report has been submitted for any degree by him or anybody else to any other
University or Institution.
Date:
Place:

Declaration of the Student
I, Mr. /Miss Suraj Kumar Pal, hereby declare that the Management Traineeship Segment (MTS)
report submitted by me entitled, “TRAINING AND DEVELOPMENT” in the partial fulfilment
for the degree of Post Graduate Diploma in Management (PGDM) to HDF School of Management
is the record of original work done by me.
No part of the content of this report has been submitted to any institution / university for the
award of any other degree. Previous works in this field have been duly acknowledged as and
when they have been referred.
Date: Suraj Kumar Pal
Place: Roll No.–PGDM13024
iii

Acknowledgements
I owe a great many thanks to a great many people who helped and supported me during my
writing of this report.
I would like to thank my institute, the director and all my facultymembers without whom this
project would not have been a distant reality and experience the real execution of the
theoretical knowledge to the practical world. It is because of them that I am able to take up
this project.
My deepest thanks to the MTS coordinator Prof. Ansuman Jena and the faculty guide Prof.
Priti Dhara Hota of the project for guiding and correcting various documents of mine with
attention and care. They have taken pain to go through my work and make necessary
corrections as and when needed.
I would also like to thank Mr. Deepak Srivastava(Sr. Manager of Ziqitza Health Care Ltd ),
Mr. Siddharth Chatterjee(Sr.HR Exc Manager of ZHL), Ms. Pallishree Mishra(Exc HR),
Mr.Debjyoti(Exc HR), Ms .Monalisha Mahapatra(HR Exc) and all staff members of Ziqitza
Health Care Ltd. for all their valuable assistance and co ordination in this project work.Words
are inadequate in offering my thanks to the members Ziqitza Health Care Ltd for their
encouragement and cooperation in carrying out the project work.
Date: Suraj Kumar Pal
Place: Roll No. – PGDM13024
iv

EXECUTIVE SUMMARY
The study is an attempt to access the elements of Training and Development at Ziqitza Health
Care Ltd.
The first step in my study is to find out the effectiveness of training and development in
achieving the goals of the company to study the different methods of training followed and
analyzes the effectiveness of existing training and development processes in the company.
In this report I have studied and evaluated the training and development process as it is carried
out in the company.
The second step was data collection I used both primary and secondary data for the study as
both are quiet essential in any type of survey primary data was collected through survey and
personal interview.
Secondary data made use of certain reports from the HRD department provided the information
as to the total no of employees, schedule of training programs also includes textbooks,
company data, internet.
This study gives a detailed idea about the employee’s attitude towards the training program and
how the employees apply the knowledge, skills and attitude in job performance.
Therefore through the analysis the study could be interpreted that the training and development
programs are quiet effective.
A random sample size of 56 respondents was taken for the study. The data were analyzed and
presented in bar diagrams and pie charts
v

vi
Some of the findings are:
 The training needs were done in an effective manner.
 Training needs are specify identify for each department and programs are insisted for
each department.
 Employees are highly satisfied with the training session in the company and strongly
agree that the training helps them to increase their levels of performance.
 The survey proves that the trainings provided to employees, helps them in fulfilling their
responsibilities successfully.
 Well trained employees admit that after being trained, they are able to perform Multi
Tasking more efficiently.
Training is a process through which a person enhances and develops his efficiency, capacity
and effectiveness at work by improving and updating his knowledge and understanding the
skills relevant to perform his or her job.
Training also helps a person cultivate appropriate and desired behaviour and attitude towards
the work and people. Unless training is provided, the jobs and lives of employees in
organizations are at stake.
It gives people an awareness of the Rules & Procedures to guide their behavior. It is an
application of knowledge to improve the performance on the Current job or to prepare one for
an intended job.

Table of Contents
Subject title Page No.
Certificate of the corporate guide.............................................................................................. i
Certificate of the faculty guide..................................................................................................ii
Declaration of the student........................................................................................................iii
Acknowledgements..................................................................................................................iv
CHAPTER- I.............................................................................................Error! Bookmark not defined.
INTRODUCTION.....................................................................................Error! Bookmark not defined.
1.1 Background.................................................................................Error! Bookmark not defined.
1.2 Rationale of the Study.................................................................Error! Bookmark not defined.
1.3 Objective of the Study.................................................................Error! Bookmark not defined.
1.4 Scope of Study ............................................................................Error! Bookmark not defined.
1.5 Chapter Plan................................................................................Error! Bookmark not defined.
1.6 About the company .....................................................................Error! Bookmark not defined.
CHAPTER - II ..........................................................................................Error! Bookmark not defined.
LITERATURE REVIEW.........................................................................Error! Bookmark not defined.
2. Introduction to the Topic..............................................................Error! Bookmark not defined.
2.1 Theoretical relevance of the study ..............................................Error! Bookmark not defined.
2.2 Training & Development at ZHL................................................Error! Bookmark not defined.
CHAPTER- III ..........................................................................................Error! Bookmark not defined.
RESEARCH METHODOLOGY.............................................................Error! Bookmark not defined.
3.1 Type of research and research Approach....................................Error! Bookmark not defined.
3.2 Research Objective .....................................................................Error! Bookmark not defined.
3.3 Research Process.........................................................................Error! Bookmark not defined.
3.4 Sampling Technique ...................................................................Error! Bookmark not defined.
3.5 Questionnaire design and administration Process.......................Error! Bookmark not defined.
3.6 Coding, Filtration and Tabulation of Data ..................................Error! Bookmark not defined.
3.7 Data Collection ..........................................................................Error! Bookmark not defined.
3.8 Data Analysis ............................................................................Error! Bookmark not defined.
CHAPTER - IV.........................................................................................Error! Bookmark not defined.
DATA ANALYSIS AND INTERPRITATION .....................................Error! Bookmark not defined.
4.1 Training Programme ...................................................................Error! Bookmark not defined.
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4.2 Improve employee-employer relationship ..................................Error! Bookmark not defined.
4.3 motivation level of employees ...................................................Error! Bookmark not defined.
4.4 Productive ...................................................................................Error! Bookmark not defined.
4.5 Strategic Training........................................................................Error! Bookmark not defined.
4. 6 Cost- Effective Training.............................................................Error! Bookmark not defined.
4.7 Team Work And Leadership.......................................................Error! Bookmark not defined.
4.8 Return on Investment ..................................................................Error! Bookmark not defined.
4.9 Productivity Oranizational Goals................................................Error! Bookmark not defined.
4.10 Developmental Needs ...............................................................Error! Bookmark not defined.
4.11 well-planned..............................................................................Error! Bookmark not defined.
4.12 Adequate Importance ................................................................Error! Bookmark not defined.
CHAPTER – V .........................................................................................Error! Bookmark not defined.
5.1 Findings......................................................................................Error! Bookmark not defined.
5.2 Suggestions .................................................................................Error! Bookmark not defined.
5.3 Conclusion ..................................................................................Error! Bookmark not defined.
5.4 Limitations Of The Study ...........................................................Error! Bookmark not defined.
5.5 Need For The Traning.................................................................Error! Bookmark not defined.
5.6 Refrences.....................................................................................Error! Bookmark not defined.
5.7Annexure ......................................................................................Error! Bookmark not defined.
viii
.

List of Tables
Table No. Table Name Page No.
Table No. 1 Types of training programme ……………………………………..28
Table No. 2 Employee-employer relationship …………………………………..29
Table No. 3 Increase the motivation level …………………………………………30
Table No. 4 Enable employees more productive …………………………….…31
Table No. 5 Importance to strategic training ……………………………………..32
Table No. 6 Cost- effective training ………………………………………………….33
Table No. 7 Team work and leadership skills ……………………………………34
Table No. 8 Increasing the return on investment ……………………………….35
Table No. 9 Increasing productivity organizational goals ………………….36
Table No. 10 Identified developmental needs ……………………………………37
Table No. 11 Training Programs Are Well-Planned ……………………………38
Table No. 12 Importance To The Training Programs ………………………….39
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List of Figures
Figure No. Figure Name Page No.
Fig No. 1 Footprint of ZHL ……………………………………………………..6
Fig No.2 Organisation Structure ………………………………………………8
Fig No.3 Performance ……………………………………………………………..9
Fig No.4 Current manpower …………………………………………………….9
Fig No.5 Patients Served………………………………………………………..10
Fig No.6 Training Process……………………………………………………….24
Fig No.7 Types of training programme …………………………………..28
Fig No.8 Employee-employer relationship………………………………29
Fig No.9 Increase the motivation level…………………………………….30
Fig No.10 Enable employees more productive ………………………….31
Fig No.11 Importance to strategic training…………………………………32
Fig No.12 Cost- effective training …………………………………………….33
Fig No.13 Team work and leadership skills……………………………….34
Fig No.14 Increasing the return on investment…………………………..35
Fig No.15 Increasing productivity organizational goals …………….36
Fig No.16 Identified developmental needs……………………………….37
Fig No.17 Training programs are well-planned…………………………..38
Fig No.18 Importance to the training programs…………………………..39
x

CHAPTER- I
INTRODUCTION
1
1.1 Background
It is terms like ‘The Golden Hour’ and the ‘Platinum Ten Minutes’ that imply the
importance of Emergency Medical Services (EMS) all over the world. It is a well accepted
fact that a patient who receives basic care from trained professionals and is transported to
the nearest healthcare facility within 15-20 minutes of an emergency has the greatest chance
of survival. EMS is an essential part of the overall healthcare system as it saves lives by
providing care immediately.
1.1.1 Ziqitza Health Care Limited (ZHL)
The name ZIQITZA was derived from the Sanskrit word 'chikitsa', meaning medical
treatment and Jigyasa, meaning quest for knowledge. Even our brand philosophy is based on
the great thought of Mahatma Gandhi that "saving a life is one of the most rewarding
experiences a person can undergo in his / her lifetime".
ZHL had been set up with a vision to assist in saving human lives by providing a
leading network of fully equipped Advanced and Basic Life Support Ambulances across the
developing world. Our vision reflects in our commitment to meet International standards for
quality in Emergency Medical Services (EMS) and be accessible to everyone regardless of
income bracket. Our value lies in being ethical, being transparent and fostering teamwork.
ZHL was set up by a group of young Indian professionals who, after their education,
training and professional employment / entrepreneurial projects in the US and India, realized
the acute need for organized and networked Ambulance service in India for saving lives
which may otherwise have been lost only for the want of timely medical attention.

2
1.2 Rationale of the Study
This project is a part of my PGDM course so I have selected Ziqitza Health Care Ltd
for me and I have also selected it because there is a scope for me to learn and fine-tune my
HR skills. This project will help me to determine the factors effecting the Training and
Development. This project will also help Ziqitza Health Care Ltd to gain knowledge about
Training and development, and some recommendations to improve the effectiveness of
Training and Development.
1.3 Objective of the Study
 To review the Training and Development activities provided in this company.
 To identify and understand the training function at ZHL and Development activities of
Ziqitza Health Care Ltd, Odisha.
 To find out various effectiveness criteria of Training Program.
 To study if the existing training functions is achieving its objectives.
 To analyze the Training system for further development.
 To suggest some measures, if necessary to improve Training and Development
activities.
1.4 Scope of Study
 This study covers employees working at Ziqitza Health Care Ltd.
 A structured questionnaire was formed and was asked to the employees working in the
company.
 There were 65 respondents who responded the questionnaire.
 To know the present condition of the training and development programs.
 To know the willing of the employees towards training and development programs.
 To know the expectation of the employees towards training and development
programs.

3
1.5 Chapter Plan
 Chapter 1 brief introduction about the Ziqitza Health Care Ltd. Rational of the study,
objective of the study, scope of the study and limitation of the study.
 Chapter 2 covers the literature review covering the topic of the study.
 Chapter 3 covers the Research and methodology used in the study.
 Chapter 4 covers the data analysis and the interpretation part.
 Chapter 5 covers the Findings, recommendations and Conclusion part.
1.5.1 Timeline of the Study
This study is based on a period of 30 days that is 1 months. The employees working in the
Organization in this period has taken into consideration for the data collection and analysis.
 Sample size that is being taken for studying the consumer satisfaction may not be
large enough to relate to that population parameter.
 Any non-seriousness by the employees while filling-up the questionnaire may also
lead to a somewhat different conclusion.
 Type of the employees change during different timings of a day as well as on working
days and weekends. So there is a chance that the employee selected for the
questionnaire during work time may not cover the entire profile of custom of the
employees

4
1.6 About the company
Sector: Service
Primary Market of Operations: Service Emerging
Industry Category: Human health & social work
Size (No. of Employees): 500
Primary Country of Operations: India
Products & Services: Ambulance Services
Revenue Range: $5,000,000 - $9,999,999
In 2004, Ziqitza Health Care Limited (ZHL) was founded by Shaffi Mather, Sweta
Mangal, Naresh Jain, Ravi Krishna and Manish Sancheti, a group of young professionals back
in India after higher studies abroad, as a result of two contrasting personal experiences.
One night in India, Shaffi Mather’s mother awoke in the middle of the night choking
and unable to breath. The family did not know what to do or who to call so they chose to
drive her to the hospital themselves. Just a few days later, Ravi Krishna’s mother collapsed in
New York but was attended to within minutes by a 911 ambulance.
The difference, they noticed, was in the availability and accessibility of standardized
emergency medical services (EMS). India was in desperate need of organized and
professional ambulance providers, and thus began the journey to create a world class
ambulance service in India that would be on par with 911 in the U.S. and 999 in the U.K.
Founder had a personal experience in which his mother choked in her sleep at midnight.
Uncertain of what to do, which number to call upon, he felt helpless. Although his mother
survived, this incident was etched in his memory forever. A week later, our Co-Founder’s
mother collapsed in USA and within minutes, 911 arrived and his mother survived due to the
prompt response. These series of unfortunate incidents made them realize the acute need for
an organized and networked Ambulance Service in India.
Started in 2003, on pilot basis, with 2 Ambulances in Mumbai, they slowly realized that in
order to be sustainable they have to manage the service as social enterprise.

 Dial 108 in Emergency works on the principle of Public Private Partnership with
5
various State Governments.
 Currently, Dial 108 in Emergency operates in Bihar, Kerala, Rajasthan, & Punjab.
Dial 108 operates more than 800 Ambulances across the 4 states
1.6.1 The need of ZHL
The need for organized EMS in India was grave, as statistics revealed:
 The global ratio for road traffic accidents is 0.75 accidents per 1000 vehicles. In India,
that number is 16 accidents per 1000 vehicles.
 By 2020, it is estimated that India will have the highest number of cardio-vascular
patients in the world.
 By 2025, India will be the diabetes capital of the world.
 India is one of the world’s most disaster prone areas. Almost 57 percent of the land is
vulnerable to earthquake, 68 percent to drought, 8 percent to cyclones, and 12 percent
to floods.
 Man-made disasters, too, are one of India’s unfortunate realities.
1.6.2 Mission
To assist in saving human lives by providing a leading network of fully equipped
Advanced and Basic Life Support Ambulances across the developing world.
1.6.3 Vision
 Be the leading Ambulance Service Provider.
 Vision is to be accessible to everyone regardless of income bracket.
1.6.4 Goal
 To provide Ambulance service in India for saving lives which may otherwise have
been lost only for the want of timely medical attention also to save the life.
1.6.5 Core values
 Being Ethical

6
 Being Transparent
 Fostering Teamwork
1.6.6 Footprint of ZHL
Fig No.1
(Footprint)
1.6.7 Case study at
 Harvard Business School
 Oxford University Said School
 Columbia Business School
 University of Michigan
1.6.8 Advantage
 24x7, 365 days availability.
 A common number accessible from any landline or mobile.

 The Control and Dispatch Centre is supported by the latest technological tools that
enable us to locate the Ambulances nearest to the patient and further patient to the
nearest appropriate hospital ensuring quick response time.
 Our Training Partner - Life supporters Institute of Health Science (LIHS), is the
International Training Centre of the American Heart Association (AHA).
 Our Ambulance Crew, which includes Doctors / EMT / Drivers / Helpers, are trained
on First Aid and Basic Life Support (BLS) techniques, enabling them to stabilize
patients on board.
1.6.9 Awards & recognition
 Jury’s Choice Spirit of Humanity Award by AmeriCares, 2012.
 Continuity & Recovery Initiative Award in Public Interest by BCI and KPMG, 2011.
 Jaagrath Award to Dial ‘1298’ for Ambulance, Kerala, 2011.
 Excellence in Social Entrepreneurship Award by Zee TV to Sweta Mangal, CEO,
7
2011.
 Tata TiE Stree Shakti Award to Sweta Mangal, CEO, 2009
 'Special Recognition‘ and 'Continuity & Recovery Initiative of the Year in Public
Interest‘ by BCI and Deloitte, 2008
 Godfrey Philips Bravery Award for Social Act of Courage from Humble President of
India Pratibha Patil, 2007
 Times Foundation Recognition Award for Life Saving Service, 2007

8
1.7.1 Organization structure
Fig No.2
Project Head
Human
Resources
Accounts &
Finance Inventory
Tech Ops
(Maintenance)
Control &
Dispatch Centre
Marketing
Quality
Operations
PHC
(Medical)
IT

9
1.7.2 Performance
Fig No.3
Currently 860 Ambulances are operational from 2005 till date 2012
Fig No.4
Current manpower is 4800 from 2005 till date 2012

10
Fig No.5
16, 00,000 Patients Served From 2005 till date 2012
1.7.3 Opportunities
 Dial '108' in Emergency: Various state governments are taking initiatives to provide
basic healthcare services to the people and would be coming with tenders for the same
where ZHL will participate in some.
 Dial '1298' for Ambulance: This model works mainly in metros, and there are plans
to launch this model in Delhi, Rajasthan and Orissa.
1.7.4 Challenges
 Currently there are no clear laws in India which clearly defines 'ambulance service'.
As a result any company/individual can register a vehicle as ambulance if there is a
stretcher and oxygen cylinder is available on board. From experience, mere presence
of these two equipment is not sufficient to provide world class emergency services to
a critical patient on board.
 Training of people on board the ambulance is not standardized. Currently, there is no
government accredited course for the paramedics and therefore it results in poor
handling of the patients on board

 In India, traffic rules are not in sync with the emergency services and thus people are
11
not tuned to give way to ambulances
 There should be transparency in dealing with tender process to ensure that
organizations are elected on merit basis.
1.7.5 H.R policies and systems by ZHL
 Leave & Holiday Policy – Back office
 Travel Policy
 Variable Compensation Policy
 Whistleblower Policy
 Security Deposit & Refund Policy for Equipments Assigned to CL or EMT
 Security Deposit & Refund Policy - CDC Executives
 Employee Relocation
 Guest House Usage Policy
 Internal Promotional Policy
 Employee Referral
1.7.6 Strategy of ZHL
 Ontario: Teeming with right opportunities
Canada courts business groups from across the world wherein Ontario emerges as a very
attractive investment destination. Viveka Roychowdhary gives a rundown on this growing
phenomenon.
 Innovative MedTech for Brighter Future
Innovation in medical technology is India’s need of the hour says, Sanjay Banerjee, MD,
Zimmer, India and throws light on the essential focus points for the same.

CHAPTER - II
LITERATURE REVIEW
12
2. Introduction to the Topic
According to the Michel Armstrong, “Training is systematic development of the
knowledge, skills and attitudes required by an individual to perform adequately a given task
or job”. (Source: A Handbook of Human Resource Management Practice, Kogan Page, 8th
Ed., 2001)
According to the Edwin B Flippo, “Training is the act of increasing knowledge and
skills of an employee for doing a particular job.”
(Source: Personnel Management, McGraw Hill; 6th Edition, 1984)
The term ‘training’ indicates the process involved in improving the aptitudes, skills
and abilities of the employees to perform specific jobs. Training helps in updating old talents
and developing new ones. ‘Successful candidates placed on the jobs need training to perform
their duties effectively’.
(Source: Aswathappa, K. Human resource and Personnel Management, New Delhi: Tata
Mcgraw-Hill Publishing CompanyLimited, 2000, p.189)
The principal objective of training is to make sure the availability of a skilled and
willing workforce to the organization. In addition to that, there are four other objectives:
Individual, Organizational, Functional, and Social.
• Individual Objectives – These objectives are helpful to employees in achieving their
personal goals, which in turn, enhances the individual contribution to the organization.
• Organizational Objectives – Organizational objectives assists the organization with its
primary objective by bringing individual effectiveness.
• Functional Objectives – Functional objectives are maintaining the department’s
contribution at a level suitable to the organization’s needs.

• Social Objectives – Social objectives ensures that the organization is ethically and socially
responsible to the needs and challenges of the society.
Further, the additional objectives are as follows
• To prepare the employees both new and old to meet the present as well as the changing
requirements of the job and the organization.
• To prevent obsolescence.
• To impart the basic knowledge and skill in the new entrants that they need for an intelligent
performance of a definite job.
• To prepare the employees for higher level tasks.
• To assist the employees to function more effectively in their present positions by exposing
them to the latest concepts, information and techniques and developing the skills they will
need in their particular fields.
• To build up a second line of competent officers and prepare them to occupy more
responsible positions.
• To ensure smooth and efficient working of the departments.
• To ensure economical output of required quality.
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2.1 Theoretical relevance of the study
Human resource management (HRM) is the strategic and coherent approach to the
management of an organization’s most valued assets-the people working there who
individually and collectively contributes to the achievement of the objective of the business.
The terms “human resource management” and “human resource” (HR) have largely replaced
the term “personnel management” as a description of the process involved in managing
people in organizations. Human resource management is evolving rapidly. Human resource
management is both an academic theory and a business practice that addresses the theoretical
and practical techniques of managing a work force.
The basic premise of the academic theory of HRM is that human are not machines:
therefore we need to have an interdisciplinary examination of people in the workplace. Fields
such as psychology, sociology, industrial engineering, industrial and organizational

psychology and industrial relations and critical theories like post modernism and post
structuralism ply a major role. The goal of human resource management is to help an
Organization to meet strategic goals by attracting, and maintaining employees and also to
manage them effectively. The key word is “fit”, i.e. a HRM approach seeks to ensure a fit
between the management of an organization’s employees, and the overall strategic direction
of the company.
HRM is concerned with people dimension in management. Since every organization is
made up of people, acquiring their service, developing their skills, motivating them to higher
levels of performance and ensuring that they continue to maintain their commitment to the
organization are essential to achieving organizational objectives. This is true, regardless of the
type of organization – government, business, education, health, recreation or social action.
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2.1.1 Training And Development
It is a subsystem of an organization. It ensures that randomness is reduced and
learning or behavioral change takes place in structured format. Development is a long-term
educational process utilizing a systematic and organized procedure by which managerial
personnel get conceptual and theoretical knowledge. In other words it refers not to technical
knowledge or skills in operation but to philosophical and theoretical educational concepts. It
involves broader education and its purpose is long-term development.
2.1.2 Traditional and modern approach of training and development
Traditional Approach – Most of the organizations before never used to believe in
training. They were holding the traditional view that managers are born and not made. There
were also some views that training is a very costly affair and not worth. Organizations used to
believe more in executive pinching. But now the scenario seems to be changing. The modern
approach of training and development is that Indian Organizations have realized the
importance of corporate training.
Training is now considered as more of retention tool than a cost. The training system
in Indian Industry has been changed to create a smarter workforce and yield the best results.

15
2.1.3 Training and development Objectives
The principal objective of training and development division is to make sure the
availability of a skilled and willing workforce to an organization. In addition to that, there are
four other objectives: Individual, Organizational, Functional, and Societal.
Individual Objectives – help employees in achieving their personal goals, which in turn,
enhances the individual contribution to an organization.
Organizational Objectives – assist the organization with its primary objective by bringing
individual effectiveness.
Functional Objectives – maintain the department’s contribution at a level suitable to the
organization’s needs.
Societal Objectives – ensure that an organization is ethically and socially responsible to the
needs and challenges of the society.
To prepare employees for the job meant for them while in first appointment on training, or on
promotion & impart to them the required skill and knowledge.
To assist the employees to function more effectively in their present position by
exposing them to the latest concepts, information techniques & developing the skills that
would be required in their particular jobs.
To build a second line of competent officers and prepare them to occupy more responsible
positions.
2.1.4 Features of Training
 Increases knowledge and skills for doing the job,
 Bridges the gap between job needs and employee skills, knowledge and behavior,
 Job oriented process, vocational in nature,
 Short term activity designed essentially for operatives.

2.1.5 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.
• 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.
16

• 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
organizational policies
• Training and Development helps in developing leadership skills, motivation, loyalty, better
attitudes, and other aspects that successful workers and managers usually display.
17
2.1.6 Benefits of Training
A well planned & executed training program should result in the following benefits:-
 Reduction in Wastage & spoilage.
 Improvement in method of work.
 Reduction in learning time.
 Reduction in supervising burden.
 Reduction in machine breakage & maintenance costs.
 Reduction in accident rate.
 Improvement in quality of products.
 Improvement in production rate.
 Improvement in morale & reduction in grievances.
 Improvement in efficiency & production.
 Reduction in manpower obsolescence.
 Enabling the org to provide increased financial incentives, opportunity for
internal promotion & raising of pay rates.
 Personal growth, Wider awareness among participants enlarged skill

2.1.7 Principle of effective training program
 The objectives & scope of a training plan should be defined before its development is
begun in order to provide a basis for common agreement & cooperative action.
 The techniques and processes of a training program should be related directly to the
18
needs & objectives of the org.
 To be effective the training must use tested principle of learning.
 Training should be conducted in the actual job environment to the maximum possible
extent.
2.1.8 Training Planning
The training opportunities outlined here allow you and your subordinates to develop
knowledge and skills which are consistent with departmental goals and career plans. As
individual training needs are identified, the subordinate should be an integral part of the
planning process.
As a preliminary step in planning a complete training program, you should seek answers to
the following questions.
What are the job requirements?
What past training, job experience and/or education contributes to job performance?
What performance deficiencies or problems could be attributed to a lack of knowledge and /
or skills?
What related job functions would be useful to know?
In what areas is knowledge needed in order to develop potential for future assignments?

Answers to these questions should provide you with sufficient information to identify training
requirements. As part of the planning process, you should perform the following activities:
Step 1: Identify the areas in which training is needed.
Step 2: Determine which courses address those needs.
Step 3: Determine pre-requisites and ensure that they are met.
Step 4: Map out the appropriate sequence of courses to be taken.
Step 5: Document training planned and scheduled.
19
Step 6: Schedule of training.
2.1.9 Training Methods
Training for different categories of employees:-
a) Unskilled Worker.
b) Semi-skilled Worker.
c) Skilled Worker.
d) Salesmen.
e) Supervisory Staff.
All training methods can be broadly classified into TWO:-
a) On the job training.
b) Off the job training

20
2.2 Training & Development at ZHL
2.2.1 The training Objectives at ZHL
 To prepare employees for the job meant for them while in first appointment on
training, or on promotion & impart to them the required skill and knowledge.
 To enable them to do the job in more effective way so as to reduce learning time.
2.2.2 Types of Training
A wide variety of training programs are used in different organizations, depending on
requirements and size of their manpower. Some of the commonly used programs at ZHL are
as follows:
Orientation training: It tries to put the new recruits at ease. Each new employee is usually
taken on a formal tour of the facilities, introduced to key personnel and informed about
company policies, procedures and benefits.
Job Instruction training: It consists of the following steps:
 Orient trainees to the job situation by providing them with an overview of the job.
 Evaluate employee performance periodically and offer supplementary training, if
necessary.
On The Job Training: An employee is placed in a new job and is told how it is to be
performed. It aims at developing skills and habits consistent with the existing practices of an
org and by orienting him to his immediate problems. Coaching & instructions is done by
skilled workers, supervisors, special training instructors. A variety of training aids &
techniques are used.

Off-The-Job or Class Room Training: Training on the job is not a part of everyday activity.
Location of training may be a company class-room, educational institutions or an association
which is not a part of the company.
21
Methods include the followings:-
a) Lectures.
b) Conference.
c) Team Discussion.
d) Case Discussion.
.
Lectures. Formally organized talks by an instructor on specific topics. This method is useful
when philosophy, concepts, attitudes, theories, problems have to be discussed.
Conference Method. Held as per an organization plan. Mutual problems are discussed &
participants pool their ideas and experience in attempting to arrive at better methods of
dealing with these problems. Members teach & learn from each other.
Team Discussion. The group learns through discussion of a paper on a selected subject. The
paper is written by one or more trainees.
Case Discussion. A real / Hypothetical business problem demanding solution is presented to
the group & members are trained to identify the problems present & suggest various
alternatives for tackling them analyze each one of these find out their component suitability &
decide for themselves the best solution. This method promotes analytical thinking.
Extensively used in professional school of law & Mgt & in supervisory & executive training
program in industry.

22
2.2.3 Needs Analysis
 There is a review meeting every month wherein the training needs of the
employees are discussed and assessed.
 After assessing the training need, the personnel those who need training are
identified, and the details of which are sent to the Personnel Dept.
 After the training needs and personnel are identified, the suitable trainer is
identified, either in-house (internal) or external.
2.3.4 Designing the Training program
Once the training needs are assessed, the H.R. Dept. and the trainers jointly design the
training program. The contents are worked out keeping in mind the objective, the target group
and the skills required. Other factors like – nature of work performed and existing
competencies play a role in the development of the programs. There are a number of
predefined and designed training programs that are organized frequently, for example,
personality development programs, communication skills and other technical programs.
2.3.5 Conducting training Programs
The trainers for the program are decided based on the contents of the program. The choice of
the faculty depends on the topic to be covered, the grasping power of the trainees and the
budget.

23
2.3.6 Training Process
Fig No.6

CHAPTER- III
RESEARCH METHODOLOGY
3.1 Type of research and research Approach
Descriptive Research:-
According to this study investigation was conducted for some definite purpose with
the help of a structural & personal interview to gather primary information as much as
possible as the most appropriate research design for the study is descriptive research design.
24
3.2 Research Objective
 To review the Training and Development activities provided in this company.
 To find out the relevance of training and development in achieving goals of the
organization.
 The basis on which the training is planned and scheduled.
 To study the different methods of training at ZHL
 To find out whether the training activities is aligned with overall goals of the
organization
 To study the relationship between performance and training
 To suggest some measures, if necessary to improve Training and Development
activities.
 To find out the employees attitudes towards the programs

3.3 Research Process
It consists of a series of action necessary to effectively carry out research and the desired
sequence of these steps.
 Defining the problem and research objectives
 Develop the research plan
 Collection of data
 Analyze the information
 Present the findings
 Recommendations.
25
3.4 Sampling Technique
 Sampling frame: the respondents are the employees of the Ziqitza Health Care
Limited.
 Sampling unit: the sampling unit is an individual employee of all the departments of
the organization – ZHL
 Sample size: sample size taken for this study is 56 and the technique used was
Probability Sampling Technique, employees covering all the departments of the
organization.
 Contact method: the data has been collected from the respondents through a survey
and by personal interaction.
 Data collection method: the data has been collected through questionnaire.
3.5 Questionnaire design and administration Process
I have formulated some questions according to the organization and to know the
training processes also to know the information about training and development from the
employs. And directly communicate with the employs and collect the data through a
questionnaire survey.

3.6 Coding, Filtration and Tabulation of Data
As my survey I formulate close ended questionnaire and have some options like
agree, strongly agree, disagree, strongly disagree.
26
So my coadings are
According to the
Gender
According to the time
period
According to the
respond
ITEM CODES
Agree
Strongly Agree
Disagree
1
2
3
Strongly Disagree
Male
Female
4
1
2
Less than 1yr
1-5 years
On- the job training ,Off- the
job training (both)
1
2
1
On- the job training 2
Off- the job training
Case study
3
4
Class room training 5
According to
therespond

27
3.7 Data Collection
For any statistical enquiry the collection of data or information is done through
principle sources identically i.e., by primary sources and secondary sources of data.
 Primary Data:-
Primary data are those which are collected a fresh and for the first
time. Primary data for the study is collected through questionnaire and questionnaire
is used closed form.
 Secondary Data:-
Most of the data used for the study is secondary in nature and has been collected
from the company and from the records of Ziqitza Health Care Limited.
3.8 Data Analysis
Statistical tool:
 percentage test
Statistical package
 IBM SPSS software
Procedure for Analysis
 Administering questionnaire to all the employees
 Analyze the rating of employees using the statistical tool (ibm spss software)
Simple percentage test
 Interpretation of analyzed information

CHAPTER - IV
DATA ANALYSIS AND INTERPRITATION
The followings tables and figures are the outcome of the sample survey conducted in the
office of ZHL Bhubaneswar,Odisha. The findings are as follows and all the sources are IBM
SPSS output.
Terms No of people responded No.of responded in %
On- the job training , Off- the job training 23 41.1
On- the job training 16 28.6
Off- the job training 14 25.0
Class room training 3 5.4
Total 56 100.0
28
4.1 Training Programme
Responded ask to what types of training programme is undergone here?
Table No. 7
Types Of Training Programme
Fig No. 1
Types Of Training Programme
Interpretation
1) 40.4% of the employees agree that both On- the job training , Off- the job training are
given here.
2) 30.8% of the employees agree that On- the job training is given here.
3) 23.1% of the employees agree that the job training is given here.
4) 5.8% of the employees agree that Class room training training is given here.

4.2 Improve employee-employer relationship
Responded ask to does training helps to improve employee-employer relationship?
Table No. 2
Employee-Employer Relationship
Terms No of people responded No. of responded in %
Strongly Agree 35 62.5
Agree 21 37.5
Disagree 0 0
Strongly Disagree 0 0
Fig No. 8
Employee-Employer Relationship
29
Interpretation
1) 62.5% of the employees Strongly Agree that training helps to improve employee-employer
relationship.
2) 37.5% of the employees Agree that training helps to improve employee- employer
relationship.

30
4.3 motivation level of employees
Responded ask to does training helps to increase the motivation level of
employees?
Table No. 3
Increase The Motivation Level
Agree 16 28.6
Strongly Disagree 5 8.9
Disagree 8 14.3
Total 56 100.0
Fig No. 9
Increase the Motivation Level
Interpretation
1) 48.2% of the employees Strongly Agree that training helps to increase the motivation
level of employees.
2) 28.6% of the employees Agree that training helps to increase the motivation level of
employees.
3) 8.9%of the employees Strongly Disagree that training helps to increase the motivation
level of employees.
4) 14.3%of the employees Disagree that training helps to increase the motivation level of
employees.

31
4.4 Productive
Responded ask to that training enable employees more productive?
Table No. 4
Enable Employees More Productive
Agree 25 44.6
Total 56 100.0
Fig No. 10
Enable Employees More Productive
Strongly Agree Agree
Interpretation
1) 55.4% of the employees Strongly Agree training enable employees more productive
2) 44.6% of the employees Agree that training enable employees more productive.

4.5 Strategic Training
Responded ask to the management that they give importance to Strategic Training?
Strongly Agree Agree Strongly Disagree
32
Interpretation
1) 62.5% of the employees Strongly Agree the management give importance to Strategic
Training
2) 33.9% of the employees Agree the management give importance to Strategic Training
employees.
3) 3.6% of the employees Strongly Disagree the management gives importance to
Strategic Training employees.
Table No. 5
Importance To Strategic Training
Agree 19 33.9
Total 56 100.0
Fig No. 11
Importance To Strategic Training

33
4. 6 Cost- Effective Training
Responded ask to the management that they give importance to Cost- Effective Training?
Table No. 6
Cost- Effective Training
Agree 26 46.4
Total 56 100.0
Fig No. 12
Cost- Effective Training
Strongly Agree Agree
Interpretation
1) 53. 6 % of the employees strongly agree the management give importance to Cost-
Effective Training.
2) 46. 4% of the employees Agree the management give importance to Cost- Effective
Training.

34
4.7 Team Work and Leadership
Responded ask to training method focus on developing team work and leadership skills?
Table No. 7
Team work and leadership skills
Agree 20 35.7
Disagree 3 5.4
Total 56 100.0
Fig No. 13
Team work and leadership skills
Strongly Agree Agree Strongly Disagree Disagree
Interpretation
1) 55.4% of the employees Strongly Agree training method focus on developing team
work and leadership skills.
2) 35.7% of the employees Agree training method focus on developing team work and
leadership skills.
3) 3.6% of the employees Strongly Disagree training method focus on developing team
work and leadership skills.
4) 5.4% of the employees Disagree training method focus on developing team work and
leadership skills.

4.8 Return on Investment
Responded ask to training and developmental programs facilitate the
organization in increasing the return on investment?
Table No. 8
Return on investment
Terms No of people responded No.of responded in %
Agree 14 25.0
Disagree 6 10.7
Total 56 100.0
Fig No. 14
Return on investment
35
Interpretation
1) 57.1% of the employees strongly agree that training and developmental programs
facilitate the organization in increasing the return on investment.
2) 25.0% of the employees Agree training that and developmental programs facilitate the
organization in increasing the return on investment.
3) 7.1% of the employees strongly disagree that training and developmental programs
facilitate the organization in increasing the return on investment.
4) % of the employees Disagree that training and developmental programs facilitate the

Agree 18 32.1
Total 56 100.0
36
4.9 Productivity Organizational Goals
Responded ask to training helps in increasing productivity of employees, to achieve organizational
goals?
Table No. 9
Increasing productivity organizational goals
Fig No. 15
Increasing productivity organizational goals
Interpretation
1) 67.9% of the employees strongly agree that training helps in increasing productivity of
employees, to achieve organizational goals.
2) 32.1% of the employees Agree training that and developmental programs facilitate the

37
4.10 Developmental Needs
Responded ask to Employees are sponsored for training programs after carefully
identified Developmental needs?
Table No. 10
Identified Developmental Needs
Agree 21 37.5
Total 56 100.0
Fig No.16
Identified Developmental Needs
Interpretation
1) 57.1% of the employees are strongly agree to sponsored for training programs after
37.5
2) 37.5% of the employees are Agree to sponsor for training programs after carefully
identified developmental needs.
3) 5.4% of the employees Disagree agree to sponsor for training programs after carefully
identified developmental needs

38
4.11 Well-planned
Responded ask to Training programs are well-planned?
Table No. 11
Training Programs Are Well-Planned
Agree 16 28.6
Disagree 3 5.4
Total 56 100.0
Fig No. 17
Training Programs Are Well-Planned
Interpretation
1) 66.1% of the employees are strongly agreed to training programs are well-planned.
2) 28.6% of the employees are Agree to training programs are well-planned.
3) 5.4% of the employees Disagree agree to training programs are well-planned.

39
4.12 Adequate Importance
Responded ask to training of workers is given adequate importance in the
organization?
Table No. 12
Adequate Importance To The Training Programs
Agree 8 14.3
Disagree 2 3.6
Total 56 100.0
Fig No. 18
Adequate Importance to the Training Programs
Interpretation
1) 82.1% of the employees are strongly agreed that training of workers is even adequate
importance in your organization.
2) 14.3% of the employees are Agree that workers are given adequate importance in your
organization.
3) 3.6% of the employees Disagree agree that of workers is given adequate importance in
your organization.

CHAPTER – V
40
5.1 FINDINGS
The objective of the tests carried out was to measure the effectiveness of the training
programs conducted at ZHL.
The parameters considered while studying the effectiveness are: learning, Transfer of learning
and Reactions of the employees. The questionnaire covered the first three criteria in its study
and they were as follows.
 Most of the employees feel that there is a value addition on attending the training
programs.
 The training needs were done in an effective manner.
 Training helps to increase productivity and achieve the goals of the organization.
 Training programs are well planned in the organization.
 The quality of training programs in the organization is excellent.
 The training programs are well designed and widely shared in the organization.
 The Organization may focus on improving its communication mechanism with
reference to trainings and the training calendar.
 The structure and functioning of the organization is very traditional.
 The survey proves that the trainings provided to employees, helps them in
fulfilling their responsibilities successfully.
 Well trained employees admit that after being trained, they are able to perform
Multi Tasking more efficiently.
 The Management is lenient and believes in making its employees happy and
satisfied first.

41
5.2 SUGGESTIONS
As per my study of the Organization and the Training & Development activities, and to
the best of my knowledge and capability, I would like to make the following suggestions:
 A self Assessment Training needs form should be introduced where in the employees
can assess their training needs.
 Feedback should be given due prominence and should be taken from everyone and not
only a selected few.
 Trainees should be rewarded for better performance in and after the Training
programs.
 The HR department should conduct briefing and debriefing sessions for employees for
Training as to give them an idea as to why this training is been conducted and what
they have to learn in the training program conducted and also after training
completion they should take a feedback as to how effective was the training so that the
necessary improvements in training programs can be considered and implemented.
 Training program should evaluate the abilities, competencies and potentials of the
trainees for a particular job or work skills.
 Individual records should be maintained for each employee, which should contain the
details of the employee’s skills and competencies.

42
5.3 CONCLUSION
According to the study conducted we can conclude that the overall satisfaction level
of employees in relation to the training programs is moderate. The employees agree that the
training programs help to increase productivity and achieve the organizational goal.
Training has become increasingly vital to the success of modern organizations. They often
compete on competencies – the core sets of knowledge and expertise that give them an edge
over their competitors. Training plays a central role in nurturing and strengthening these
competencies, and in this way has become part of the backbone of strategy implementation.
It is found that the Employees are highly satisfied with the training session in the company
and strongly agree that the training helps them to increase their levels of performance, and
Training needs are specify identify for each department and programs are insisted for each
department.
ZHL being into the Emergency Medical Services (EMS), has to make sure that its employees
are well trained, technically as well as in other aspects also, Employees as well as the
Organization has benefited from these programs.
From the study conducted on its effectiveness, most of the employees are satisfied with the
training & development activities, though there is still scope for improvement in it.
The competencies for each job in each department should be taken into consideration while
assessing the training needs.
Finally, this project has been a value addition for me, in terms of learning and exposure to the
various training and development aspects in the Company.

43
5.4 LIMITATIONS OF THE STUDY
 As the study carried out for academic purpose, due to constraints of time and cost,
a comprehensive study was not possible.
 The sample size was 65 if it were increased many more varied answers and
suggestions would have been expected.
 Because of the non availability of some of the employees.
5.5 NEED FOR THE TRANING
Specifically, the need for training arises due to the following reasons
 To match the Employee specifications with the Job Requirements.
 Organizational Viability and the Transformation process
 Technological Advances
 Organizational Complexity
 Human Relations
 Change in the Job Assignment
The need for training also arises to:
 Increase productivity or service
 Improve quality of the product / service.
 Help a company to fulfill its future personnel needs.
 Improve organizational climate.
 Improve health and safety.
 Prevent obsolescence.
 Effect the personal growth.
 Minimize the resistance to change.

44
5.6 REFRENCES
FOR BOOKS:
 P. Subba Rao,”Human Resource Management” Second Edition.
A.V Rao,”Human Resource Development”.
 Human Resources Management by Gary Dessler.
Published by Pearson Education 9th Edition
PP 184 – 240
WEBSITES:
http://www.zhl.org.in
ucsfhr.ucsf.edu/index.php/pubs/hrguidearticle/chapter-11-employee-development-training/
http://www.businessballs.com/traindev.htm
http://www.training.dupont.co.in/training-topics/training-topics
www.hrm.co.in

5.7ANNEXURE
TRAINING & DEVELOPMENT SURVEY AT ZHL
QUESTIONNAIRE FOR MANAGERS AND OFFICERS
I Suraj Kumar Pal conducting a study on “Effectiveness of Human Resource Training”
as per the academic requirement of the university. I kindly request you to fill the
necessary details asked below. I also assure that the details of the questionnaire will not
be used for any other external purpose.
Particulars of Respondents
Name: - Gender:-
Age: - Designation:-
1) For how long have you been working for this company?
Less than 1 year 1-5 years
2) What types of training programe is undergone here?
On- the job training Off- the job training Case study Class room training
3) Does training helps to improve employee- employer relationship?
StronglyAgree Agree Disagree StronglyDisagree
4) Does training helps to increase the motivation level of employees?
5) Does training enable employees more productive?
45

6) Does the management give importance to Strategic Training?
7) Does the management give importance to Cost- Effective Training?
8)Does trainingmethod focus on developing team work and leadership skills?
9)Does training and developmental programs facilitate the organization in increasing
the return on investment?
10) Training helps in increasing productivity of employees, to achieve organizational goals?
46
11) Training programs are well-planned?
StronglyAgree Agree Disagree StronglyDisagre
12) Employees are sponsored for training programs after carefully identified developmental
needs?
13) Training of workers is given adequate importance in your organization.

STUDY ON TRAINING AND DEVELOPMENT AT ZIQITZA HEALTH CARE LIMITED (ZHL), ODISHA

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