0601055 training need identification

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PROJECT REPORT
ON
"TRAINING NEED IDENTIFICATION"
FOR
"PUNE CENTRAL"
(A Division of Pantaloon Retail (I) Ltd.)
BY
"ROSHNI BANSOD"
Under the guidance of
"DR. SHARAD JOSHI"
Submitted to
"University of Pune"
In partial fulfillment of the requirement for the award of the degree of
Master of Business Administration
(MBA)
(2006-2008)
Vishwakarma Institute of Management
Pune-48

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ACKNOWLEDGEMENT
Its great privilege that I have done my project in such a well organized and diversified
organization. I am grateful to all those who helped and supported me in completing
the project in time.
First and foremost I would like to thank Mr. Sanjay Katara (Central Head) for
giving me opportunity to work as a summer trainee in Pune Central (A Division of
Pantaloon Retail (I) Ltd.) and there by fulfilling the requirements of our MBA course.
I would also like to extend my thanks to Mr. Sunil Gaikwad for their dedicated help
in gathering relevant data needed for the project work.
I express my profound gratitude to Mr. Sunil Doke, my college faculty member who
shared with me his valuable views and ideas and helped me in choosing the topic for
my project and kept me motivated and also helped in solving queries, which I came
across while doing the project.
I am also thankful to our director and also my project guide Dr. Sharad Joshi for
helping me in completing the project.
Lastly I would like to thank all those people from HR department of Pune Central and
Central staff & also my collage faculties for their valuable contribution in making this
project a meaningful one.
Roshni Bansod

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To Whomsoever It May Concern
This is to certify that Miss. Roshni Bansod is a bonafide student of our institute. He
has successfully carried out his summer project “Training Need Identification”
titled, at PUNE CENTRAL, PUNE.
This is original study of Miss. Roshni M Bansod and important sources of data used
by her have been acknowledged in her report.
The report is submitted in partial fulfilment of two years full time course of Masters
in Business Administration 2006-2008 as per the rule.
Dr. Sharad Joshi Dr. Sharad Joshi
Project Guide (VIM) Director
(Vishwakarma Institute of Management)

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INDEX
SERIAL NO. CHAPTER NAME PAGE NO.
1 Executive Summary 01
2 Introduction 03
3 Company profile 05
4 Objective of Project 13
5 Training 14
6 Research Methodology 30
7 Analysis 32
8 Findings 49
9 Recommendations & Suggestions 51
10 Limitations of the Study 52
11 Questionnaire 53
12 Bibliography 56

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EXECUTIVE SUMMARY
There are new techniques and methodology of human resource development adopted
by many companies which train the workers and managers to make them able to cope
with these changes. One of the practices among them is training of managerial and
supervisory staff which helps to increase organizational efficiency and effectiveness.
Title of the project is “TRAINING NEED IDENTIFICATION for PUNE
CENTRAL”
Introduction:
The study was conducted to find out the reasons which are responsible for the poor
performance of employees and the areas where the training is required to improve the
service quality of Pune Central.
Company profile:
In the company profile, the history and current scenario of Pune Central (A Division
of Pantaloon Retail ( I ) Ltd.) has been described.
Objective:
1. To identify training needs of the staff in “PUNE CENTRAL”.
2. To study the existing training practices going on in “PUNE CENTRAL”.
3. To study the effectiveness of training efforts undertaken.
4. To identify quality awareness training and the area in which most of the staff
require training.
5. To identify behavioral training and the area in which most of the staff require
training.
6. To identify general training and the area in which most of the staff require
training.
7. To identify deficiencies in the current training practices.
8. To suggest better ways and techniques to avoid pitfalls or deficiencies if any
in the existing training practices.

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Research methodology
The research methodology used was descriptive research. The sample size was 50.
Questionnaires were get filled by sales staff at PUNE CENTRAL. Details about the
data collection methods and sampling units could be seen under the topic research
methodology.
Analysis:
Under this part the analysis of the questionnaires data which was collected has been
done.
Findings:
• More than 80% employees don’t have past experience in retail industry before
joining Pune Central.
• More number of people in staff needs training for the selling skills and soft
skills.
• Staff members are very keen to get the training for serving a customer in
professional way.
Recommendations:
On an average suggestion for the company is their staff is in need of deep product
knowledge, communication; which includes spoken English, body language,
gestures, and grooming etc. and selling skills.
Pattern of training should be changed. It has fun
while training like; videos, role plays etc. From my secondary observation I found
that for keeping the staff motivated and enthusiastic they need some entertainment
like; sports, movies, weekend party etc. There is no proper implementation of
training. Some actions should be taken for the proper implementation of training
given to them.

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INTRODUCTION
An organization’s very survival depends upon how it trains its people initially and
then continues to train them, duly advancing the levels of training as time goes by. It
is clear that employees need to be developed and the process of developing them
never ends. Trainers are now playing an increasingly critical role in supporting
individuals, teams and business management.
Training is the transfer of defined and measurable knowledge or skills’. From this
definition it can be seen that training activities should have objectives and method for
checking whether these objectives have been met.
In this modern business environment organizations are in an increasing day by day the
organization need to optimize their traditional resources for achieving success in
today’s competitive environment.
Liberalization, privatization and globalization has brought in considerable change in
market condition as well as change in social, economic and technology spheres which
further enhance the challenges to human resources management.
There are new techniques and methodology of human resources development adopted
by the introduction of multinational companies which train the workers and managers
to make them able to cope with these changes one of the practices among them is
training of the managerial and supervisory staff in the latest technique this
methodology has been widely accepted for increasing management competence which
ultimately increases the organizational efficiency and effectiveness.

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SELECTION OF THE TOPIC
Selection of the topic is one of the important jobs before starting with the project
work. It is difficult to decide which topic should be selected so that it would be
beneficial for both the Organization as well as me so as to gain maximum practical
knowledge.
Human factor is one of the most valuable assets of any organization therefore;
Management has to take initiative to develop employees skills, knowledge, ability,
attitude, competencies, and efficiencies so as to strengthen its human resource.
Training & Development activities are the main mechanism through which individual
goals & aspirations can be integrated with organizational goals, such integration's can
be achieved only when training & development is linked with organizational
requirements, which should be carried out in a systematic manner.
Taking into consideration all these points the topic selected is "TRAINING NEED
IDENTIFICATION" as my project title in PUNE CENTRAL (A Division of
Pantaloon Retail (I) Ltd.).
Training is a cardinal tool by means of which the competency of the employees can
be developed to survive in the world of cut-throat competition. In the present
scenario, it is the most important requirement of every organization to have well
trained employees and therefore it is one of the crucial activities of prime importance
in the company.

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“If we are concerned with the shortage of talents in our society, we must inevitably
give attention to those who have never really explored their talent fully”.
COMPANY PROFILE
(PUNE CENTRAL)
(A DIVISION OF PANTALOON RETAIL (I) LTD.)
Name of the Company - PANTALOON RETAIL (INDIA) LTD.
Founder - Mr. Kishor Biyani
Listing - Pantaloon Retail is a listed company on
the Bombay Stock Exchange (BSE, scrip
code: 523574) & National Stock
Exchange (NSE, PANTALOONR)
History of the Company:
Pantaloon Retail (India) Limited was incorporated as “Man’s Wear Private Limited”
by Kishore Biyani on 12-October-1987, converted into a public limited company in
September 1991, renamed as Pantaloon Fashion (India) Limited a year later and
thereafter Pantaloon Retail (India) Limited in July 1999. The company is
headquartered in Mumbai and possesses plants in Tarapur and Mumbai to
manufacture garments. The company’s shares are listed on the Mumbai and National
Stock Exchange. The promoters, the Mumbai based Biyani family, hold a near 50
percent equity in the company. The company has approximately 14000 shareholders.
Pantaloon Retail (India) Limited, is India’s leading retailer that operates multiple
retail formats in both the value and lifestyle segment of the Indian consumer market.
Headquartered in Mumbai (Bombay), the company operates over 5 million square feet
of retail space, has over leading formats include Pantaloons, a chain of fashion
outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket
chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail
like choice, convenience and quality and “Central”, a chain of seamless destination

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malls. Some of its other formats include Depot350 stores across 40 cities in India and
employs over 18,000 people.
The company’s, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all, Top 10,
mbazaar and Star & Sitara. The company also operates an online portal,
futurebazaar.com. A subsidiary company, Home Solutions Retail (India) Limited,
operates Home Town, a large-format home solutions store, Collection i, selling home
furniture products and E-Zone focused on catering to the consumer electronics
segment.
Pantaloon Retail was recently awarded the International Retailer of the Year 2007 by
the US-based National Retail Federation (NRF) and the Emerging Market Retailer of
the Year 2007 at the World Retail Congress held in Barcelona. Pantaloon Retail is the
flagship company of Future Group, a business group catering to the entire Indian
consumption space.
Future group
Future group is India’s leading business group that caters to the entire Indian
consumption space. Led by Mr. Kishore Biyani, the future group operates through six
verticals: retail, capital, brands, space, media and logistics.
Apart from pantaloon retail, the group’s presence in the retail space is complemented
by group companies, Indus league clothing, which owns leading apparel brands like
indigo nation, seculars and urban yoga, and galaxy entertainment limited that operates

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bowling co, sports bar, f123 and brew bar. The group’s joint venture partners include
French retailer team group, us-based stationary products retailer, staples and UK-
based lee cooper. Group Company, planet retail, owns and operates the franchisee of
international brands like marks & Spencer, next, debenhams and guess in India. The
group’s Indian joint venture partners include Manipal healthcare, talwalkar’s, blue
foods and liberty shoes.
A future capital holding, the group’s financial arm, focuses on asset management and
consumer credit. The group is currently developing over 50 malls and consumption
centers across the country and has formed a joint venture company focusing on mall
management with Singapore-based capitaland, one of Asia’s largest property
companies.
VISION
Future group’s vision is to, “deliver everything, everywhere, every time to every
Indian consumer in the most profitable manner.” The group considers ‘Indian-ness’ as
a core value and its corporate credo is - rewrite rules, retain values.
Future group manifesto
“Future” – the word which signifies optimism, growth, achievement, strength, beauty,
rewards and perfection. Future encourages us to explore areas yet unexplored, write
rules yet unwritten; create new opportunities and new successes. To strive for a
glorious future brings to us our strength, our ability to learn, unlearn and re-learn our
ability to evolve.
We, in future group, will not wait for the future to unfold itself but create future
scenarios in the consumer space and facilitate consumption because consumption is
development. Thereby, we will effect socio-economic development for our customers,
employees, shareholders, associates and partners.
Our customers will not just get what they need, but also get them where, how and
when they need.

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We will not just post satisfactory results, we will write success stories.
We will not just operate efficiently in the Indian economy, we will evolve it.
We will not just spot trends; we will set trends by marrying our understanding of the
Indian consumer to their needs of tomorrow.
It is this understanding that has helped us succeed. And it is this that will help us
succeed in the future. We shall keep relearning. And in this process, does just one
thing “Rewrite Rules. Retain Values”.
GROUP VISION
Future group shall deliver everything, everywhere, every time for every Indian
consumer in the most profitable manner.
GROUP MISSION
We share the vision and belief that our customers and stakeholders shall be served
only by creating and executing future scenarios in the consumption space leading to
economic development.
We will be the trendsetters in evolving delivery formats, creating retail realty, making
consumption affordable for all customer segments – for classes and for masses.
We shall infuse Indian brands with confidence and renewed ambition.
We shall be efficient, cost- conscious and committed to quality in whatever we do.
We shall ensure that our positive attitude, sincerity, humility and united determination
shall be the driving force to make us successful

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CENTRAL
Shop, Eat and Celebrate
Launched in May'04 at Bangalore, Central is a showcase, seamless mall and the first
of its kind in India. The thought behind this pioneering concept was to give customers
an unobstructed and a pure shopping experience and to ensure the best brands in the
Indian market are made available to the discerning Indian customer.
Central offers everything for the urban aspiration shopper to shop, eat and celebrate.
Located in the heart of the city, Central believes its customers should not have to
travel long distances to reach us; instead we must be present where customers
frequently visit.
Central houses over 300 brands across categories, such as apparel, footwear and
accessories for women, men, children and infants, apart from a whole range of Music,
Books, Coffee Shops, Food Courts, Super Markets (Food Bazaar), Fine Dining
Restaurants, Pubs and Discotheques. The mall also has a separate section for services
such as Travel, Finance, Investment, Insurance, Concert/Cinema Ticket Booking, Bill
Payments and other miscellaneous services. In addition, Central houses Central
Square, a dedicated space for product launches, impromptu events, daring displays,
exciting shows, and art exhibitions. Central is an integral part of the city and in the
long run a City should become part of CENTRAL!
In a short span of its existence Central has revolutionized and redefined the shopping
experience in India. At Central, customers no longer only shop, they get SHOP-
ATAINED!
We invite you to experience this irresistible retail destination at Bangalore,
Hyderabad, Vadodara and Pune cities.
Bangalore residencyroad
Vadodara gendacircle

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Hyderabad punjaguttaroad
Pune Bund Garden
UPCOMING CENTRALS IN DIFFERENT CITIES
Central 2 in Pune, Mumbai, Delhi etc
GENERAL MARCHANDIES:
One stop seamless mall for all your needs. From national and international brands,
books and music stores, lifestyle accessories and even well stocked food and grocery.
PUNE CENTRAL
Pune, April 8: Seeking to redefine the way Pune shops, Pantaloon Retail on Friday
launched its seamless mall ‘Central’ on Bund Garden Road with 300 reputed retail
brands showcasing their merchandise.
Part of the Pantaloon’s varied portfolio, the ‘Central’ in Pune — which has a Food
Bazaar — is spread over 1, 60,000 sq ft on five floors. Already in Hyderabad and
Bangalore, the Central brand of malls contributed Rs 300 crore to the fastest-growing
organized retail player’s kitty last year. In Pune, it is the second biggest with the
Hyderabad one occupying 2.5 lack sq. ft. of shop floor.
The glitzy structure with a base of red has apparels and accessories for almost
everyone, but it’s the metro sexual man Pantaloon is targeting. Caring for smaller
details like sit-in space for elders and a dedicated food court with a small Pizza Hut
outlet thrown in, the Central wants to ensure there are no empty footfalls but actual
purchases.
Director Rakesh Biyani says the company has invested Rs 60 crore in leasing the
property, merchandise, food court and the supermarket Food Bazaar. He said as a

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matter of policy Pantaloon never bought property as it wanted to focus on retail
management rather than supervising real estate. ‘‘We concentrate on our staff, high
service levels, right product mix, strong retail brands and seamless shopping,’’ he
added.
COMPANY TIMELINE
Major milestones
1987 Company incorporated as Manz Wear Private Limited. Launch of Pantaloons
trouser, India’s first formal trouser brand.
1991 Launch of BARE, the Indian jeans brand.
1992 Initial public offer (IPO) was made in the month of May.
1994 The Pantaloon Shoppe – exclusive menswear store in franchisee format
launched across the nation.
1995 John Miller – Formal shirt brand launched.
1997 Pantaloons – India’s family store launched in Kolkata.
2001 Big Bazaar, ‘Is se sasta aur accha kahi nahin’ - India’s first hypermarket
chain launched.
2002 Food Bazaar, the supermarket chain is launched.
2004 Central – ‘Shop, Eat, Celebrate In The Heart Of Our City’ - India’s first
seamless mall is launched in Bangalore.
2005 Fashion Station - the popular fashion chain is launched
all – ‘a little larger’ - exclusive stores for plus-size individuals is launched

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2006 Future Capital Holdings, the company’s financial arm launches real estate
funds Kshitij and Horizon and private equity fund in division.
CORE VALUES OF COMPANY
• Leadership: to be a leader, both in thought and business.
• Respect & humility: to respect every individual and be humble in our conduct.
• Introspection: leading to purposeful thinking.
• Openness: to be open and receptive to new ideas, knowledge and information.
• Valuing and nurturing relationships: to build long term relationships.
• Simplicity & positivity: simplicity and positivity in our thought, business and
action.
• Adaptability: to be flexible and adaptable, to meet challenges.
• Flow: to respect and understand the universal laws of nature.

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OBJECTIVES OF PROJECT
The objectives for the project are as follows:
Primary Objective:
1. To identify training needs of the staff in “PUNE CENTRAL”.
2. To study the existing training practices going on in “PUNE CENTRAL”.
3. To study the effectiveness of training efforts undertaken.
4. To identify quality awareness training and the area in which most of the staff
require training.
5. To identify behavioral training and the area in which most of the staff require
training.
6. To identify general training and the area in which most of the staff require
training.
Secondary Objective:
1. To identify deficiencies in the current training practices.

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2. To suggest better ways and techniques to avoid pitfalls or deficiencies if any
in the existing training practices.
TRAINING
Importance of developing men can be well highlighted from the following Chinese
saying:
“If you wish to plan for a year; sow seeds, if you wish to plan for ten years; plant
trees, if you wish to plan for a life-time; develop men”.
Employee training and development is not only an activity that is desirable but also
an activity that an organization must commit, if it is to maintain a viable and
knowledgeable work force.
“Given a man a fish, he will eat it. Train a man to fish, he will feed his family”.
This is a sentence, which highlights the importance of training a man; much of what
people learn during their lives is a result of unplanned experience. Although this can
be powerful, it is not a very efficient way of learning. If what is to be learned can be
described than activities can be planned that will facilitate learning by making it
easier and quicker.
Training attempts to improve skills or to add to the existing level of knowledge so that
the employee is better equipped to do his present job, or to prepare him for a higher
position with increased responsibilities. It is a process by means of which the
aptitudes, skills and capabilities of individual employees to perform specific jobs are
increased.

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Training involves learning, but it is rather more than that. Training implies learning to
do something and, when it is successful, it results in things being done differently.
Within organizations, the investment in training is intended to result in increased
effectiveness at work. Training can be defined as: "A process which is planned to
facilitate learning so that people can become more effective in carrying out aspects of
their work".
DEFINITIONS
According to juices
"The term training is send to indicate the process by which the aptitude, abilities &
skills of the employees to perform specific job are increased"
According to Flippo
"Training is an act of increasing the knowledge & skills of an employee for doing a
particular job"
According to J.P.CHAMPBELL
Training refuges only to instruction in the technical and mechanical questions
specifically stated training to organization procedure by which people learn
knowledge and skill for definite purpose.
According to L.L.STEINMETZ

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TRAINING is short term process utilizing a systematic and organized procedure by
which non managing personnel learn technical knowledge and skill for definite
purpose.
NEED AND PURPOSE OF TRAINING
The need and purpose of training can be explained as under:
• To increase productivity and performance
• To increase quality of work and output
• To help the organization to fulfill its future personnel needs
• To reduce the rate of accidents and to improve health and safety
• Optimized use of available resources
• To reduced manpower obsolescence and absenteeism
• Reducing grievances
• To improve quality since better informed workers are less likely to make
operational mistakes
• To enhance employee motivation and improve employee morale

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• To make possible an increase in compensation indirectly through opportunities
for internal promotions arising out of better knowledge, understanding and
competence
• Bringing about financial rewards
• Personal growth of individual employees.
TRAINING PROCESS
Training Needs Analysis:-
The TNA process provides objective information and strategic guidance at every
stage of training to help you measure and manage the progress. In the organization
training team would work closely with your project teams to understand the objectives
and determine business needs. We will map out the learning requirements based on
the needs, assess current knowledge levels to identify the gap and write up the
training recommendation.
Design Phase:-
After understanding that training is the potential solution, in the organization training
team will plan the method to reach the objectives which were determined from needs
analysis. We draw in the main points to achieve the objective and plan them in logical
Training
Needs
Analysis
Design
Phase
Development
Phase
Training
Delivery
Evaluation

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and teachable chunks. At the end of the design phase, a training schedule is planned to
be rolled out.
Development Phase:-
During the development phase, we create materials for learners and trainers based on
the design phase which was derived originally from the objectives of the training
needs analysis. Materials like Agenda, PPT, Instruments, trainer s notes, handouts,
pre-tests and post tests learners evaluation and assessment
Training Delivery:-
To achieve the objectives, training is delivered to the learners using adult learning
principles by encouraging participation and sharing of knowledge through facilitation.
Evaluation:-
To gauge the effectiveness of the training and achieve the set objectives, we evaluate
our training through trainer, learners, meeting with supervisors after the training and
assessment questionnaires. Donad Kirkpatrick four level frameworks is used as a
model to provide concrete feedback.

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TYPES OF TRAINING
1) OFF-THE-JOB METHODS:
Off the job training simply mean that training is not a part of every day job Activity.
The actual location may be in the company classrooms or in places, which are own by
the company or in universities, or associations, which have no connections with the
company.
These methods consist of:
a) Lectures;
b) Conferences;
c) Group discussions;
d) Case studies;
e) Role playing;
f) Program instructions;
g) T- group training

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h) Business Games
i) Sensitivity Training
2) ON-THE-JOB TRAINING:
This is a basic system, which must be utilized to some degree by all organizations.
Here, the trainee is put on the job itself and a supervisor corrects his errors as they
occur.
The main advantages of this method are:
a) It strongly motivates the trainee to learn;
b) It is a real situation and not at all critical.
The main limitation in this technique is that its success depends upon the immediate
supervisor to a great extent. This means that in case of on-the-job training, personnel
department has a great responsibility for making a good, effective teacher out of every
supervisor.
METHODS OF TRAINING
1) VESTIBULE TRAINING:
Here, the trainees use the same type of equipment, materials and machinery and
follow the same type of procedure, which they would use if they were doing the task
on the actual work place. In other words, in vestibule training an attempt is made to
duplicate as nearly as possible the actual material equipment and conditions found in

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real work. But unlike on-the-job training the training area is actually away from work
place in vestibule training.
This training method is particularly appropriate where a large number of
employees are to be trained at the same time for the same kind of work. Depending
upon the complexity of the job to be learnt, training program may last for a few days
or several months. The most obvious disadvantage of vestibule training is the high
cost of providing duplicate equipment that is used solely for this training. Such a set
up may be more costly if only a few workers are in the program at one time.
2) JOB ROTATION:
Job rotation is a frequently used training method in industry. The major objective of
job rotation is to broaden an employee's exposure as well as experience in the
organization. The basic principle underlying job rotation is that, if the trainee is
rotated periodically from one job to another, he will gather more experience
concerning skills and knowledge.
The advantages of a planned job rotation are:
a) It demonstrates the nature and significance of management principle, since the
rotated man will find that he can transfer learning from one job to another;
b) Training takes place in practical situation;
c) It stimulates a more co-operative attitude by exposing a man to the other fellow's
Problems and viewpoints
The primary disadvantage of this method is that productive work may suffer
because of sudden disruption caused by the change of job. Secondly, the amount of
knowledge required during such a small period of time is also questioned.
3) DEMONSTRATIONS AND EXAMPLES (LEARNING BY SEEING):

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In the demonstration method, the trainer describes and displays something, as when
he teaches an employee how to do something by actually performing the activity
himself and by going through a step-by-step explanation of "Why" and "What" he is
doing.
Demonstrations are very effective in teaching because it is much easier to
show a person how to do a job than to tell him or ask him to gather instruction from
the reading material. Demonstrations are often used in combination with lectures,
pictures, text material, discussions, etc.
4) SIMULATION:
Simulation is a technique, which duplicates, as nearly as possible, the actual
conditions encountered on a job. The vestibule training method is an example of
business simulations. Simulation techniques have been most widely used in the
aeronautical industry.
Trainee’s interest and employee motivation is both high in simulation
exercises because the actions of a trainee closely duplicate real job conditions. This
training is essential in cases in which actual on-the-job practice might result in a
serious inquiry, a costly error, or the destruction of valuable material or resources. It
is for this reason that the technique is a very expensive one.
5) APPRENTICESHIP:
For training in crafts, trades and in technical areas, apprenticeship training is the
oldest and the most commonly used method, especially when proficiency in a job is
the result of a relatively long training period of 2 years to 3 years for persons of
superior ability and from 4 years to 5 years for others. A major part of training time is
spent on-the-job productive work.
The merits of this method are:

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a) A skilled work force is maintained;
b) Immediate returns can be expected from training;
c) The workmanship is good;
d) The hiring cost is lower because of reduced turnover and lower production costs.
The loyalty of employees is increased and opportunities for growth are frequent.
TRAINING NEED IDENTIFICATION
TRAINING NEED:
A training need is the gap between the knowledge skill and attitude that the job
demands, on the knowledge, skills and attitudes already possessed by the trainee .it
exist at all levels of the organizations .it so only an employee on one or the other
aspect which changes whether one is growing a new chairman as instructing an
operator, given knowledge skill and attitudes or the chosen criteria around which all
jobs based in the assessment of training needs. It is possible to over stress the need for
overall view if the company s aims, objectives and man power needs, given the
exercise other determines the priorities for implements training which can off course
be critical
IDENTIFYING TRAINING NEEDS:
One of the fundamental requirements of any business is to identify the organization
needs clearly.
Introduction -
Training need identification is a tool utilized to identify what educational courses or
activities should be provided to employees to improve their work productivity. To

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emphasize the importance of training need identification the focus is on the following
areas: -
1. To pinpoint if training will make a difference in productivity and the bottom
line.
2. To decide what specific training each employee needs and what will improve
his or her job performance.
3. To differentiate between the need for training and organizational issues and
bring about a match between individual aspirations and organizational goals.
Identification of training needs (ITN) is important from both the organizational point
of view as well as from an individual's point of view. From an organization's point of
view it is important because an organization has objectives that it wants to achieve for
the benefit of all stakeholders or members, including owners, employees, customers,
suppliers, and neighbors. These objectives can be achieved only through harnessing
the abilities of its people, releasing potential and maximizing opportunities for
development. Therefore people must know what they need to learn in order to achieve
organizational goals. Similarly if seen from an individual's point of view, people have
aspirations, they want to develop and in order to learn and use new abilities, and
people need appropriate opportunities, resources, and conditions. Therefore, to meet
people's aspirations, the organization must provide effective and attractive learning
resources and conditions. And it is also important to see that there is a suitable match
between achieving organizational goals and providing attractive learning
opportunities.
Objective -
Also in order to bring synchronization between organizational and individual
objectives people need to question the way they do things. And this is precisely the
hidden objective behind any training need identification process. It should ideally be a
long-term process of encouraging employees to take an active involvement in their
own development, thus increasing their commitment to learning, to their work, and to
the organization as a whole.

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DIFFERENT LEVELS OF IDENTIFYING TRAINING NEEDS
Identification of training needs can be done at three levels to ascertain three kinds of
needs: -
1. Organizational Needs
These concern the performance of the organization as a whole. Here identification of
training needs is done to find out whether the organization is meeting its current
performance standards and objectives and if not, exploring ways in which training or
learning might help it to do so. Sometimes organizational training needs are also
identified when the organization decides that it has to adopt a major new strategy,
create a new product or service, undergo a large-scale change program, or develop
significant new relationships, such as joining with others to form new partnerships.
2. Group Needs
Since working in groups and teams have become very much prevalent in today's
corporate world that is why nowadays there is increased emphasis given on team
effectiveness and team performance. So training needs are now a days even identified
at the group level. Training needs here are concerned basically with the performance
of a particular group, which may be a team, department, function, sub-unit, or so on.
Information about this group’s performance may identify areas of need - which, again,

30
may be for training or other interventions. It is used to find out how efficiently a
particular team or group goes about its business and meets its current objectives.
3. Individual Needs
These concern the performance of one or more individuals (as individuals, rather than
as members of a group). Here identification of training needs is about finding out to
what extent individuals need to learn or be trained in order to bring their current
performance up to the required level as a result of changes in methods and processes
that call for new competencies and skills.
It also sees to it that there is continuous improvement initiative taken by them.
Moreover it also helps to find out whether individuals are comfortable in working
across boundaries, with people from different backgrounds and different perspectives.
This is especially important because there is so much work force diversity observed
today in organizations that it has become impossible to retain workforce, which is not
flexible enough to accommodate such changes into their daily work schedule.
SOURCES FOR IDENTIFYING TRAINING NEEDS
There are three sources for identifying training needs. Although they are independent
sources for gathering the necessary data but it is usually beneficial if they are
considered complementary to one another. The three sources are as follows: -
1. Job Profile
It is a comprehensive description of all the functions and the responsibilities that a
person has to carry out in due course of his job. It is very common for us sometimes
to find that people of a particular department more or less perform the same kind of
job and therefore a comparative study can be done on their performance to pinpoint
on the training needs of those people who have not performed up to the mark. In order

31
to do this; first we need to break up the functions and responsibilities into categories.
Next we have to classify these tasks/activities on the basis of their relative importance
to the nature of the job. And lastly we can compute a priority listing of these tasks in
order to have a catalogue of knowledge, skills and attitudes required for effective
performance of the job.
2. Experiences of the training agency
It is very common for organizations nowadays to hire professional training agencies
in order to look into the training matters. However, earlier experiences can only serve
to facilitate the process. It cannot be the sole basis, as training needs of majority of
organizations are very specific.
3. Pre-training survey of the participant's needs
A pre-training survey is nothing but a survey of the needs and expectations of the
participants well in advance of the program. In this exercise it is better to include the
superiors also as they are in a good position to provide necessary data on the training
needs of their associates, especially in context of their performance. This is done with
the help of a structured questionnaire in order to reflect the genuine desire to involve
the participants and the organization in the planning process.
OVERALL PROCESS IN BRIEF
Step 1: Define and chart part of the organization in which the work has to be done. It
is to have a focused approach of the study. It could either be a particular department, a
section, a unit, a specific group or a staff category.

32
Step 2: Use various data collection measures to collect both qualitative as well as
quantitative data.
Step 3: Analyze the entire data collected in order to find out causes of problem areas
and priorities areas, which need immediate attention.
Step 4: Priorities the different training programs according to the responses collected.
Step 5: Record and file the entire data so that it can be used for future reference while
designing the training programs / training calendar.
BENEFITS OF NEEDS ASSESMENT
Needs assessment helps diagnose the causes of performance deficiency in employees
that require remedial actions. This being a generalized statement there are certain
specific benefits of needs assessment.
They are as follows: -
• The organization is informed about the broader needs of the participants.
Through this process it may be possible that certain new training programs,
which were, previously not in their list may come to the forefront.
• The organization is able to reduce the perception gap between the participant
and his/her boss about their needs and expectations from the training program.
• The organization is also able to pitch its course input closer to the specific
needs of the participants.
• It also saves a lot of money for the organization as otherwise money is just
unnecessarily wasted on those training programs, which are either not needed
by the employees or they have no interest in undertaking them.

33
• Lastly, time, which is the most important resource today, is also saved, as the
training programs conducted are the ones, which are actually needed by the
participants.
TRAINING PROGRAMMES CONDUCTED AT
“PUNE CENTRAL”
The company gives training to the employees to enhance their skills so that they can
achieve the overall objectives of the company. Training has been given a lot of
importance here.
The training programs have the following pattern:
• Induction Training:
In this training program all the information about the theme and concept is given
to the employees.
• Store Communication:
This training helps to improve the ability of employees to interact with customers
more conveniently. This program gives all the knowledge about the store, i.e.
which thing is where. So that employees can direct the customers about their
doubts if any.
• Selling Skills:

34
This training gives idea about how to sell the products to the customers. This
helps to increase the convincing power of employees. This tells the employees the
main thing that “the customer is a king”.
• Brand Knowledge:
This includes all the in-house brands of “Pantaloon Retail (I)”.
RESEARCH METHODOLOGY
Research Methodology is a systematic method of discovering new facts or verifying
old facts, their sequence, inter-relationship, casual explanation and the Natural laws
which governs them. Research Methodology explained by Redman and Mory are as
follows Systematized effort to gain new knowledge, Research Methodology is
original contribution to the existing stock of knowledge, making for its advancement.
It is the purist of truth with the help of study; Observation, comparison and
experiment.
In short it also covers the systematic Method of finding solution to a problem are
research. It also covers the systematic Approach concerning generalization and the
formulation of the theory. Different stages involved in research consists of enacting
the problem, formulating a hypothesis, collecting the facts or data, analyzing the facts
and reaching certain conclusion either in the form of solution towards the concerned
problem or in generalization for some theoretical formulation.
Sampling plan for the project
Geographical/sample area : Pune
Sampling unit : Pune Central

35
Sample size : 50 questionnaires
In Research Methodology mainly Data plays an important role.
The Data is divided in two parts:
a) Primary Data.
b) Secondary Data.
Primary Data is the data, which is collected directly by direct, personal interview,
indirect oral investigation, Information received through drafting a questionnaire.
Secondary Data is the data, which is collected from the observations, various books
and material, reports, etc. The data which is stored in the organization and provide by
the HR people are also secondary data. Different information are taken out regarding
that subject as well other subject from various sources and stored. The last years data
stored can also be secondary data.
This data is kept for the internal use of the organization. The HR manual is for the
internal use of the organization they are secondary data which help people to gain
information. In this report the data plays a very crucial role.
For this report the data was provided to me by HR department of the organization.
The Primary and Secondary data which is specified above was provided by:
a) Administration HR Department
b) Floor managers and Department managers
c) Sales staff
Due to discussion with these people a lot of data as well latest information was known
by these people who was very beneficial and was primary data to me. The
questionnaires (the primary data) were the main key which helps to analyze data. This
is the Research Methodology used in the project. The primary and secondary data
method has been used in this project. Unless the data is collected no project can be
complete. So both these data is very important in the project.

36
ANALYSIS
1. From how many months you are in Pune Central?
Duration (in months) 0-6 7-12 13-18 19-24 25-30
Number of respondents 13 8 17 5 7
Percentage % 26 16 34 10 14
Working Period of Employees in Pune Central
10%
14%
16%
34%
26%
0-6months 7-12months 13-18months
19-24months 25-30months
Interpretation:
My analysis from the above question is that around 34% of the staff in a “Pune
Central” is working from 13-18 months. So they have much knowledge of serving a
customer.

37
2. Do you have any past experience in any other Retail company?
Experience Yes No
Number of respondents 7 43
Percentage % 14 86
Past Experience of Pune Central Employees
14%
86%
Yes No
Interpretation:
From the above Graph it can be clearly inferred that the staff is experienced but not in
the relevant field. More than 80% of the employees don’t have experience in retail but
it is in marketing.

38
3. How will you rate the importance of customer service?
Very important----5----4----3----2----1----Least important
Rating 5 4 3 2 1
Percentage 64 36 0 0 0
Importance of customer service
64%
36%
0%0%0%
Rating 5 4 3 2 1
Interpretation:
From the above graph it is clear that employees response for the importance of
customer service is maximum on the parameter for very important, i.e. 64%
responded in the parameter as number 5 it means according to them customer service
is very important. Remaining 36% rated it as number 4.

39
4. How do you rate your customer service level when attending customer?
Excellent-----5-----4-----3-----2-----1-----Poor
Rating 5(Excellent) 4 3 2 1(Poor)
No. of respondents 20 27 3 0 0
Service Level of Employees
40%
54%
6% 0%0%
Rating(Excellent) 5 4 3 2 (Poor) 1
Interpretation:
More than 50% employees of the Pune Central rate their customer service level on
the rating bar as 4. It means they need some training while 40% feel that their
customer service level is excellent.

40
5. How do you rate your confidence level when attending customer?
High-----5-----4-----3-----2-----1-----Low
Rating 5(High) 4 3 2 1(Low)
No. of respondents 30 16 4 0 0
Empolyees Confidence Level
60%
32%
8% 0%0%
Rating 5 (High) 4 3 2 1(Low)
Interpretation:
60% of the employees feel that their confidence level is high and they rated
themselves on the rating bar as 5 while 32% rate themselves on the rating bar as
number 4, just below the high level.

41
6. Are training sessions important?
Options Yes No
Percentage % 100 0
Responce of Staff for Training Need
100%
Yes
Interpretation:
From the above Graph it can be clearly inferred that the level of demand about the
training programs is very good. 100 % response is there for training. So they will be
aware about the latest happenings and new arrivals in the retail sector.

42
7. Are you satisfied with the training provided to you?
Options Yes No
Percentage % 4 96
Level of Satisfaction from Training
96%
4%
yes no
Interpretation:
The record shows that most of the staff in Central is satisfied with the training
provided to them. On an around 4% employees don’t find it satisfactory. Remaining is
happy with training format, training pattern and with their trainer.

43
9. What motivate you to come for training (any one)
* Your manager
* Your desire for improvement
* Trainers way of delivery
* Environment of place
Motivation Factor A B C D
Number of respondents 5 41 4 0
Percentage % 10 82 8 0
Motivational Factor for Training
10%
82%
8% 0%
Manager ( A ) Desire For Improvement ( B )
Trainer ( C ) Environment ( D )
Interpretation:
The above analysis shows that the main reason for, why staff feels to go for training is
because they want to improve their performance. They feel like enhancing their own
skills, aptitude, capabilities and capacity.

44
10. How would you rate the program overall?
Very useful
5 4 3 2 1
Least useful
Very interesting
Of little interest
0
5
10
15
20
25
1(5) .75(4) .5(3) .25(2) 0(1)
Rating of Training Programme by Staff
Useful ( A ) Interesting ( B )
Interpretation:
From the above graph it is inferred that employees are satisfied to a great extent with
training provided to them. They find this training program very useful for their growth
and very interesting.
5 4 3 2 1

45
11. To deal with customer what kind of training you need most?
* Induction
* Soft skills
* Selling skills
* Brand knowledge
Options A B C D
Needed Training to Deal with Customer
6%
28%
44%
22%
Induction Softskill Sellingskill Brandknwledge
Interpretation:
From the above records it is seen that “selling skill” training is demanded by the staff.
Staff feels that if they will be trained in selling the product available in mall they can
help in increase the business.

46
12. Which other training apart from “Induction, Soft skill, Selling skill,
Brand knowledge” you think you would like to go through?
From my survey I found that, from the sample of 50, 21 (i.e. 42%) are satisfied with
the training provided. They said that it is enough for them; they want no further
addition in it.
But remaining 29 people (i.e. 58%) have many suggestions; these are as follows
according to the preference of staff:
1. Deep Brand Knowledge: - Staff wants the knowledge of all the brands
available in a mall. In this they want practical of all the products, means they
want to feel the fabric, how is it made, what type of thread is being used in it,
etc.
2. Personality Development
3. Spoken English
4. HR Policies of the company
5. Future Prospects
6. How to Handle Cash Counter & CSD(Customer Service Desk)
7. Stock Available in a Mall
8. Everyday Sales Report Generation
9. All the Discounts Available or being Planed to Offer

47
13. Which skills would you find important for your professional development?
(Rate as 5 being highest and 1 being lowest)
* Soft skill (Body language, Postures) 5-----4-----3-----2-----1
* Presentation skill 5-----4-----3-----2-----1
* Negotiation skill 5-----4-----3-----2-----1
* Customer service (Selling skill) 5-----4-----3-----2-----1
Perffered Skill For Professional Development
4
12
9
25
0
5
10
15
20
25
30
Soft skill( A
)
Presntation
skill( B )
Negotiation
skill( C )
Customer
service( D )
Interpretation:
Above graph shows that 50% of the employees feel to have training for customer
service, which they feel to be very important for their future growth as well as for
company too.
Options A B C D

48
14. What mode of training you think will be more effective?
* Lectures
* Role playing
* Case studies
* Videos
Options A B C D
5
17
5
23
0
5
10
15
20
25
Lectures( A ) Roleplay( B ) Casestudy(C) Videos( D )
Preffered Mode of Training
Interpretation:
The above analysis shows that staff wants training in the form of videos and the
second preference by staff for the mode of training is role-plays. They want training
in such a form so that they can enjoy and learn also while training.

49
15. What training format would be more convenient for your needs?
* Daily
* Weekly
* Fortnightly
* Monthly
Options A B C D
Preffered Format of Training
0%
36%
30%
34%
Daily Weekly Fortnightly Monthly
Interpretation:
The demand of training from staff is weekly and their second choice is monthly
training, so that they can try to implement in the mid time.

50
16. Being an experienced staff, do you feel need of training at a regular interval?
a. Yes b. No
Options Yes No
Demand of Training by Experienced Staff
27
7
(a) Yes (b) No
Interpretation:
In my project my sample size is 50 and out of 50, 34 people have experience. The
above analysis denotes that experienced staff also needs training to increase their
skills and capabilities to perform the job in a better way.

51
(a) If yes, then in which area---
a. Communication
b. Product Knowledge
c. Selling skills
d. Buyers Behavior
Options A B C D E
Responce of Experienced Staff for the Area of Training
7% 15%
37%
11%
30%
Communication( A ) Product Knwledge( B )
Selling Skill( C ) Buyers Behaviour( D )
I am Perfect( E )
Interpretation:
The above record shows that experienced staff needs training in the area of Product
knowledge. This is most demanded topic of training in Pune Central and staff is in
need of it because now a day customers inquire about the product they are buying
contains what features.

52
(b) If no, then why?
Options A B
Reason for Saying No to the Training by
Experienced Staff
1
6
Enough Experience( A ) Repetition( B )
Interpretation:
This shows that out of 34 experienced people 7 are saying no for the training because
most of them feel that there is only repetition it.

53
FINDINGS
As per the analysis of the research done I have identified some important points
regarding the training need. These points are identified when all the related questions
from the analysis part were analyzed collectively.
In the objectives of the project it is clearly mentioned that I have to find out “quality
awareness, behavioral and general training practices” and the area in which staff
requires training.
From my analysis I have the under mentioned findings in corresponding areas of
training.
1. QUALITY AWARENESS
Product knowledge-
According to the analysis of the questioners it is clear that the product
knowledge among the employees is less. They also demand the training for product
knowledge in a practical manner.
2. BEHAVIOURAL
Soft Skills-
This training consists of communication skill, Body language, Postures &
Gestures etc. I analyzed that fresher as well as experienced employees are not easy
while communicating with customers.
Presentation skills-
Due to the lack of regular and practical training of presentation skills sales
staff is not performing well while dealing with customer.

54
3. GENERAL
Training for parking staff & guards-
They are the first one who interacts with the customers. They put a first
impression on customers. According to my secondary observation training provided
to them is near to the satisfactory level and they are implementing it too.
4. More than 34% of the sales staff is working in Pune Central for more than 1 year.
5. More than 80% employees don’t have past experience in retail industry before
joining Pune Central.
6. 100% staff is satisfied with current training program.
7. More number of people in staff needs training for the selling skills and soft skills.
8. Staff members are very keen to get the training for serving a customer in
professional way.
9. Employees want training weekly and in video mode.
10. Many employees are not easy with the English language.

55
RECOMMENDATIONS & SUGGESTIONS
1. Training for Product knowledge should be given practically.
2. Communication skill is not up to the mark. There is a requirement for the
proper training of employees in the field of communication; which includes
spoken English, body language, gestures, grooming etc.
3. There should be more emphasis on video format of training.
4. From my secondary observation I found that for keeping the staff motivated
and enthusiastic they need some entertainment like; sports, movies, weekend
party etc.
5. There is no proper implementation of training. Some actions should be taken
for the implementation of training given to them.
6. Training program should be held weekly so that employees will not feel bored
and they can easily remember it.
7. Many employees are not easy with the English language. So there is a need to
give them separate training for spoken English.

56
LIMITATIONS OF THE STUDY
Every research has its limitations because of some particular reasons in the
organization. There are some limitations in my study also.
1. My study is limited only to know the feedback of employees about “training
and development” program.
2. My sample size is only limited for 50 number of employees only.

57
QUESTIONNAIRE FOR STAFF
Date: / /2007
Name : …………………………………
Emp.ID: ……………
Level : ……
1. From how many months you are in Pune Central? [ ]
2. Do you have any past experience in any other Retail company? [ ]
3. How will you rate the importance of customer service?
Very important----5----4----3----2----1----Least important
4. How do you rate your customer service level when attending customer?
Excellent-----5-----4-----3-----2-----1-----Poor
5. How do you rate your confidence level when attending customer?
High-----5-----4-----3-----2-----1-----Low
6. Are training sessions important? [ ]
7. Are you satisfied with the training provided to you? [ ]
8. How many training sessions you have attended till now? [ ]
9. What motivate you to come for training (any one)
* Your manager [ ]
* Your desire for improvement [ ]
* Trainers way of delivery [ ]
* Environment of place [ ]

58
10. How would you rate the program overall
Very useful
5 4 3 2 1
Least useful
Very interesting
Of little interest
11. To deal with customer what kind of training you need most
* Induction [ ]
* Soft skills (body language, postures) [ ]
* Selling skills [ ]
* Brand knowledge [ ]
12. Which other training apart from “Induction, Soft skill, Selling skill,
Brand knowledge” you think you would like to go through?
_____________________________________________________________________
_____________________________________________________________________
13. Which skills would you find important for your professional development?
(Rate as 5 being highest and 1 being lowest)
* Soft skill (Body language, Postures) 5-----4-----3-----2-----1
* Presentation skill 5-----4-----3-----2-----1
* Negotiation skill 5-----4-----3-----2-----1
* Customer service (Selling skill) 5-----4-----3-----2-----1
14. What mode of training you think will be more effective
* Lectures [ ]
* Role playing [ ]
* Case studies [ ]
* Videos [ ]
5 4 3 2 1

59
15. What training format would be more convenient for your needs?
* Daily [ ]
* Weekly [ ]
* Fortnightly [ ]
* Monthly [ ]
16. Being an experienced staff, do you feel need of training at a regular interval?
a. Yes b. No
17. If yes, then in which area---
e. Communication
f. Product Knowledge
g. Selling skills
h. Buyers Behavior
18. If no, then why?
_____________________________________________________________________
_____________________________________________________________________
Signature of Employee
*Thank you*

60
BIBLIOGRAPHY
BOOKS REFERRED AUTHOR
1. Employee Training and Development Raymond A Noe
(3rd
Edition)
2. Training and Development S.K.Bhatia
3. Human Resources Management C. B.MAMORIA
4. Human Resources Management Dr. ANJALI
GAHANEKAR
WEBSITE REFERRED:
www.google.com
www.trainingprogram.com
www.pantaloon.com
www.coolavenues.com/know/index.php3

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