This document provides details about a research report submitted for a Master of Business Administration degree. It includes an abstract that introduces the topic of correlating theoretical management studies with practical business experience through research projects. It also discusses how the fast pace of technological change is impacting businesses and individuals. The document then outlines the importance of the insurance sector to the economy. It provides a table of contents and acknowledges those who helped with the research. It also includes sections on the company profile, research objectives, methodology, data analysis, limitations and conclusions. Overall, the document presents a research report on identifying training needs in the service industry.

1. A
Research Report on
Submitted to
Chhattisgarh Swami Vivekanand Technical University Bhilai (C.G.)
as partial fulfillment of the award of Master of Business
Administration
From
Raipur Institute of Technology, Raipur (C.G.)
Session 2009-2010
Guided By
Prof. Parag Pateria
(H.O.D)
Dr.Prachi Singh
Submitted By
Shubhangini Sahu
MBA 2nd Sem

2. Abstract
In order to correlate theoretical aspects of the management studies with
practical aspect of real business world, students of management are required to
undergo research project in leading organizations. Infact the research can be
compared with the window through which the person can peep into the business
world and can observe the activities of real business world before directly interacting
with it.
Today the shape of universe is changing at a very rapid rate not in terms of
size but the way technology has developed. The continuous and innovative
technology has made the life more comfortable and luxurious. If we see the second
facet of technology, it has successfully increased the efficiency of either individual or
business with maximum busyness and in turn busyness is continuously reducing the
life expectancy. Today we are living in the generation, which is known as knowledge
age, or information age where global competition is on fire. This global competition is
not only enforcing the business to grow but also continuously developing new and
innovative strategies so that maximum customer relationship can be established with
maximum retainment.
Insurance sector holds its own importance in the market and is now recognized
as one of the major contributor in generation of revenue. The first major step by
government was formation of life insurance Corporation of India formely called as
LIC, which has now, spreaded in almost every corner of the country with an annual
contribution of approximately 75% zonal and regional branches. Being one of the
profit oriented sector many private players with foreign ventured have emerged out
and till present 14-15 are rolling their performance. Among these the top players are
Bajaj Allianz , HDFC Standard life, ICICI Prudential, Birla Sunlife and so on. These
were rated by many business magazines and successfully created trust in market.

3. CONTENTS
S.No. Details Page No
01 Company Profile ………………………………………… 1-5
History………………………………………………………1
Vision……………………………………………………… 1
Mission…………………………………………………...... 1
Achievement………………………………………….......... 1
Policies……………………………………………………...1
Insurance ……………………………………………….…..2
General Insurance…………………………………………..2-5
02 Introduction………………………………………………. 6-10
Introduction of Topic……………………………………….6
Research objective………………………………………….8
Different Levels…………………………………………….10
03 Research Methodology …………………………………...11-16
Definition…………………………………………………...11
Steps of RM……………………………………………….. 12.
Research Design…………………………………………….13
Primary Data & Secondary Data……………………………13-15
Sample Size…………………………………………………16
04 Data Analysis and Interpretation……………………….. 17-19
Introduction…………………………………………………17
Questions & Graphs………………………………………...17-19
05 Limitations…………………………………………………20
06 Conclusion…………………………………………………21-22
07 Bibliography……………………………………………….23-24

4. ACKNOWLEDEMENT
Before commencing for the research report I would like to express my
heart felt gratitude to few persons who have helped me in my efforts to complete this
project in the scheduled time.
First of all I would like to thanks Mr.Parag Pateria, H.O.D. (Management
Dept.) RIT,who gave me the opportunity to explore myself, then I would like to thank
my faculties of the Management Dept. Profs. Prachi Singh, Pankaj Bahety, Preeti
Sagar Yadu and Supneet Bachhu for their guidance and inspiration.
Finally, I would like to thanks my parents,friends and all the staff of RIT
for their support and best wishes.
I anticipate that the project has covered all the important aspects of the concerned
topic and has left no stone unturned to satisfy the authorities.
Submitted by:
SHUBHANGINI SAHU
MBA, 2 Semester

5. CERTIFICATE
This is to certify that Shubhangini Sahu have developed research report
entitled “Training Needs Identification in Service Industries” for the partial
fulfillment of degree of Master of Business Administration 2 semester 2009, RIT,
Raipur Affiliated to Chhattisgarh Swami Vivekanand Technical University.
(Prof. Parag Pateria)
H.O.D. Management Dept.
RIT Raipur

7. Bajaj Allianz General Insurance Company Limited
Bajaj Allianz General Insurance Company Limited is a joint venture between Bajaj
Finserv Limited (recently demerged from Bajaj Auto Limited) and Allianz SE. Both
enjoy a reputation of expertise, stability and strength.
Bajaj Allianz General Insurance received the Insurance Regulatory and Development
Authority (IRDA) certificate of Registration on 2nd May, 2001 to conduct General
Insurance business (including Health Insurance business) in India. The Company has
an authorized and paid up capital of Rs 110 crores. Bajaj Finserv Limited holds 74%
and the remaining 26% is held by Allianz, SE.
As on 31st March 2008, Bajaj Allianz General Insurance maintained its premier
position in the industry by garnering a premium income of Rs. 2578 crore, achieving a
growth of 43 % over the last year.Bajaj Allianz has made a profit before taxes of Rs.
167 crore and is the first company to cross the Rs.100 crores mark in profit after tax
by generating Rs. 105 crores.
In the first quarter of 2008-09, the company garnered a gross premium of Rs.733.53
crores against Rs.573.73 core last year for the same period registering a growth of
28%.
Bajaj Allianz today has a countrywide network connected through the latest
technology for quick communication and response in over 200 towns spread across
the length and breadth of the country. From Surat to Siliguri and Jammu to
Thiruvananthapuram, all the offices are interconnected with the Head Office at Pune.

8. Vision
· To be the first choice insurer for customers
· To be the preferred employer for staff in the insurance industry.
· To be the number one insurer for creating shareholder value
Mission
As a responsible, customer focused market leader, we will strive to understand the
insurance needs of the consumers and translate it into affordable products that deliver
value for money.
A Partnership Based on Synergy Bajaj Allianz General Insurance offers technical
excellence in all areas of General and Health Insurance as well as Risk Management.
This partnership successfully combines Bajaj Finserv's in-depth understanding of the
local market and extensive distribution network with the global experience and
technical expertise of the Allianz Group. As a registered Indian Insurance Company
and a capital base of Rs. 110 crores, the company is fully licensed to underwrite all
lines of general insurance business including health insurance.
What kinds of policies are there?
Most general insurance policies are annual – that is, they last for one year. Some
policies are given for longer periods – like fire insurance for residences – and some
for shorter periods – like insurance for goods transportation or for emergency medical
treatment during foreign travel.
Achievements
Bajaj Allianz has received "iAAA rating, from ICRA Limited, an associate of
Moody's Investors Services, for Claims Paying Ability.This rating indicates highest
claims paying ability and a fundamentally strong position.

9. WHAT IS INSURANCE
Insurance is system by which the losses suffered by a few are spread over many,
exposed to similar risks. Insurance is a protection against financial loss arising on the
happening of an unexpected event.
Basically, insurance enables those who suffer a loss or accident to be compensated for
the effects of their misfortune. The payments come from a fund of money contributed
by all the holders of individual insurance policies. In other words, individual risks are
pooled and shared, with each policyholder making a contribution to the common fund.
The contribution is known as the premium. Premiums are paid to insurers - these are
institutions which accumulate the money into the fund from which claims are paid.
The loss is in fact paid for by the policyholder making the claim and by all the other
policyholders who have not suffered in the same way.
Insurers
Insurers are professional risk takers. They know the probability of different types of
risk happening. They can calculate the premiums needed to create a fund large enough
to cover likely loss payments. Clearly, only a proportion of policyholders will require
compensation from the fund at any one time.
Two kinds of Insurance
There are two different kinds of insurance:
1. Life insurance
2. General insurance.

10. What is General Insurance?
Insurance other than ‘Life Insurance’ falls under the category of General Insurance.
General Insurance comprises of insurance of property against fire, burglary etc,
personal insurance such as Accident and Health Insurance, and liability insurance
which covers legal liabilities. There are also other covers such as Errors and
Omissions insurance for professionals, credit insurance etc.
Non-life insurance companies have products that cover property against Fire and
allied perils, flood storm and inundation, earthquake and so on. There are products
that cover property against burglary, theft etc. The non-life companies also offer
policies covering machinery against breakdown,there are policies that cover the hull
of ships and so on. A Marine Cargo policy covers goods in transit including by sea,
air and road. Further, insurance of motor vehicles against damages and theft forms a
major chunk of non-life insurance business.
Difference between Life insurance and General insurance
General insurance pays out:
· if a car has an accident or is stolen;
· if a house catches fire or is burgled;
· if a holiday has to be cancelled;
· if someone is careless and damages other people's property.
Most life policies, on the other hand, pay out when an event happens;
· when someone dies;
· when someone survives beyond a specific date.
Anyone can buy life insurance but, of course, the premium will depend on your age,
your health, and your occupation.

11. Husbands and wives can insure each other's lives. However, one cannot insure the
lives of other people unless having a financial involvement in their life. This principle
of insurance is called "insurable interest".

13. Training need identification is a tool utilized to identify what educational courses or
activities should be provided to employees to improve their work productivity. Here
the focus should be placed on needs as opposed to desires of the employees for a
constructive outcome. Inorder to emphasize the importance of training need
identification we can focus on the following areas: -
· To pinpoint if training will make a difference in productivity and the bottom
line.
· To decide what specific training each employee needs and what will improve
his or her job performance.
· 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), if done properly, provides the basis on which
all other training activities can be considered. Also requiring careful thought and
analysis, it is a process that needs to be carried out with sensitivity as people's
learning is important to them, and the reputation of the organization is also at stake.
Identification of training needs is important from both the organisational point of view
as well as from an individual's point of view. From an organisation's point of view it
is important because an organisation has objectives that it wants to achieve for the
benefit of all stakeholders or members, including owners, employees, customers,
suppliers, and neighbours. These objectives can be achieved only through harnessing
the abilities of its people, releasing potential and maximising opportunities for
development. Therefore people must know what they need to learn in order to achieve
organisational 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, 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.
Also in order to bring a synchronisation between organisational 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.
There are many approaches to the identification of training needs, some of which are
described here. Unfortunately, waving a magic wand isn’t one of them! They all
involve hard work and the adoption of an analytical and diagnostic approach to try to
determine what is required. Some trainers prefer the term ‘training needs analysis’
(TNA) to ‘identification of training needs’ (ITN), but it is the same thing.many

14. people in the training profession prefer to use the term ‘learning needs’ rather than
‘training needs’ because it seems to be more inclusive of the wide range of learning
methods that exist, and because it is less trainer-centred. Use whatever terms you like,
bearing in mind the possible reactions from the people affected.

16. RESEARCH OBJECTIVE
The main objectives of present research report are based on following criteria:
1. To describe a range of methods for identifying training needs in service
industries.
2. Identify sources of information relevant to learning/training needs
3. Use a variety of methods for information-gathering, including interviews,
discussions and questionnaires
4. Explain the way in which development centres are constructed and operate.
In order to research report that is Training Needs Identification in Service Industries, a
manager of any service industry should conduct a training because:
All managers should conduct a training needs analysis to:
· Determine what development is relevant to staff needs;
· Determine what development will improve performance;
· Determine if training will make a difference;
· Distinguish training needs from organisational problems; and
· Link improved job performance with the organisations' goals.

17. Different Levels at which it is to be Conducted
Identification of training needs can be done at three levels to ascertain three kinds of
needs: -
Organisational Needs
these concern the performance of the organisation as a whole. Here identification of
training needs is done to find out whether the organisation 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 organisational training needs are also
identified when the organisation decides that it has to adopt a major new strategy,
create a new product or service, undergo a large-scale change programme, or develop
significant new relationships, such as joining with others to form new partnerships.
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 nowadays 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,
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.
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 organisations that it has become impossible to retain workforce, which is not
flexible enough to accommodate such changes into their daily work schedule.

19. Research can be defined as systematized effort to gain knowledge. A research
is carried out by different methodologies, which have their own pros and cons.
Research methodology is a way to solve research problem along with the logic
behind them. Thus when we talk of the research methodology we not only talk of the
research methods but also consider the logic behind the methods we use in context of
our research study and explain why we are using a particular method or technique and
why we are not using others so that research results are capable of being evaluated
either by the researcher himself or by others.
Research methodology means the method carried out to study the problem. It
shows the type of the sample design used, its size and the procedure used to draw
sample. The extent of precision achieved and the method used for handling any
special problem during the course of the study.

20. Generally a research methodology comprises of the following steps
S.No. General Methodology Applicability of Methodology
Step1. To decide the objective
of the study.
To find the prospective
financial consultant for the
company..
Step2. To decide the research
design
Descriptive research is
applicable to the project
Step3. To determine the source
of data
Primary data is applicable to
the project.
Step4. To design data collection
form
Survey method is applicable.
Step5. To determine sampling
design and sample size.
Non-probability stratified
sampling is applicable.
Step6. To organize and conduct
the fieldwork.
Personal interview through
structured questionnaire is used
to collect the primary data.
Step7. To process and analyze
the collected data.
To study the perception and
plans of the people.
Step8. To prepare the research
report
Finding and analysis of the
collected information.

21. Explanation:
Step 1: To decide the objective of the study to be carried out.
 To Study about Bajaj Allianz General Insurance.
 To describe a range of methods for identifying training needs in
service industries.
Step 2: To decide the research design
What is a research design?
Research design is a plan, structure, strategy of
investigation conceived so as to obtain answers to research question and control
variance.
There are three types of research design system.
 Exploratory Research
 Descriptive Research
 Casual Research

22. Among the above mentioned types descriptive research design has been
chosen. Descriptive research design is used when the characteristics of a certain
group, specific predictions or association of certain variables are to be determined.
The prime focus of this research is to find an identification of training needs in
service industries.In order to study the characteristics and variables, cross-sectional
analysis was conducted by using field survey method. In the process of field survey, a
questionnaire was developed and circulated to the respondents, which formed the
basis for the entire research.
Step 3: To determine the source of data.
Data sources are the data resources or collection of fresh data to
obtain results. There are two types of data sources:
 Primary Data: - Primary data is that data, which is collected fresh and
thus, happen to be original in character.
 Secondary Data: - Secondary data is any data, which have been
gathered earlier for some other purpose.

23. Among the above-mentioned types of data primary data was used for the
study and analysis of the objectives of this project. Also the secondary data proved to
be helping hand in framing up the insurance industry scenario and also the relevant
topics in the entire project report.
Characteristics of Primary Data:
 It is an extensive mode of collecting data.
 Lot of time is spent.
 It gives accurate result if sample is efficiently selected.
 The data used is not outdated.
Reasons for selecting Primary Data:
In terms of primary data a structured Questionnaire was prepared to
interview the employees of insurance sectors from different departments, like
Accounts, U/W, Renewals, Motor Claims, Non Motor Claims, Legal, Agency,
Bancassurance and Marketing of Bajaj Allianz General Insurance Raipur.
Analysis clearly reflected the views and preferences regarding the perception
of the people towards training process in Bajaj Allianz General Insurance.
Step 4: To design Data Collection.
There are two types of modes to collect the data:
 Observation Method.
 Survey Method.
As far as the data collection method for this project is concerned, designing the data
collection method forms or survey forms is applicable to the project. The method
selected is survey method.
A Survey can be conducted by:
 Personal Interview
 Telephonic Interview
 E-mail

24.  Post
Amongst the above methods personal interview method was conducted to
gather information in detail. This method was chosen because along with the study of
project’s primary objective i.e. study of identification of training needs for Bajaj
Allianz General Insurance.
Data is collected by structured questionnaire and schedule.
Step 5: To determine sample design and sample size.
As soon as the researcher is ready with a formulated and developed research design
including a questionnaire he has to decide whether the information is to be collected
from all the people comprising the population.
There are two types of survey:
 Sample Survey
 Census Survey
From the two Samples survey is applicable to this project.
Characteristics of sample survey:
 It is speedy.
 It is cheaper than Census survey
 It is economical.
 More detail information is gathered.
Following are the different types of sample survey:
1. Random Sampling.
2. Systematic Sampling.
3. Stratified Random Sampling.
4. Disproportionate Stratified Sampling.

25. 5. Cluster Sampling.
6. Multi stage Sampling.
7. Replicated Sampling.
8. Area Sampling.
9. Quota Sampling.
10. Judgment Sampling.
From these techniques Judgment Sampling was used to carry out the survey.
Judgment Sampling as the name implies, suggests that the sample from the total
population is purposively selected.
Sample Size Specification:
 50 which includes Accounts dept., Agency dept., Marketing dept.,
Cattle Claim dept., etc.
 Entire coverage for research was in Raipur District, Chattisgarh State.

27. Introduction:
Analysis of information as a part of scientific methodology of research process is a
fundamental base in any study. In other words, in this section, the researcher will
apply different methods of analysis to answer the specific issue or to make decision
for accepting or rejecting theory or theories, for the current research analysis, at first
the specification of statistical sample, its distribution, percentage and average of the
relevant questions of different dimensions of Service Industries.
Que. 1 Do you thing training has improved over the last two years?
120
100
80
60
40
20
0
U/W
U/W Non Motor
Accounts
Marketing
Claims
Bancassurace
Agency
Legal
Cattle Claims
Renewal
Yes
No
Que. 2 Have you some times found it difficult to do your job, because of a lack of
technical knowledge?
120
100
80
60
40
20
0
U/W
U/W Non Motor
Accounts
Marketing
Claims
Bancassurace
Agency
Legal
Cattle Claims
Renewal
Yes
No

28. Que.3 Have you any skills or knowledge that is not being used in your job?
100
90
80
70
60
50
40
30
20
10
0
U/W
U/W Non Motor
Accounts
Marketing
Claims
Bancassurace
Agency
Renewal
Que.4 Did you ask to be transferred ever?
Legal
Cattle Claims
Yes
No
120
100
80
60
40
20
0
Accounts
U/W
Marketing
U/W Non Motor
Claims
Bancassurace
Agency
Renewal
Legal
Cattle Claims
No
Yes

29. Que.5 How effective is the team meetings?
100
80
60
40
20
Ineffective
Que.6 How often does your manager organize team meeting?
100
80
60
40
20
0
Accounts
U/W
U/W Non
Motor
Marketing
Agency
Claims
Bancassurace
Renewal
Legal
Cattle Claims
Weekly
Weekly
Mothly
Never
0
Accounts
U/W
U/W Non
Motor
Marketing
Agency
Claims
Bancassurace
Renewal
Legal
Cattle Claims
Very Effective
Very Effective
Not Very Effective
Ineffective

30. LIMITATION
1. Vast – topic is very vast, so it’s very difficult to explain it/present it in few
words or pages.
2. Time Limitation – as the topic is so vast therefore it requires more and more
time, which is not available.
3. Lack of resources of information – there was only few resources from where I
got the information about the topic.

32. As conclusion of the research report entitled “Training Needs
Identification in Service Industries”,in brief the overall process can be
following
Step 1: Define and chart part of the organisation in which the work has to be done. It
is to have a focussed approach of the study. It could either be a particular department,
a section, a unit, a specific group or a staff category.
Step 2: Use various data collection measures to collect both qualitative as well as
quantitative data.
Step 3: Analyse the entire data collected in order to find out causes of problem areas
and prioritise areas, which need immediate attention.
Step 4: Prioritise the different training programmes 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 programmes / training calendar.
Benefits of Needs Assesment
As pointed above needs assessment helps diagnose the causes of performance
deficiency in employees that require remedial actions. This being a generalised
statement there are certain specific benefits of needs assesment. They are as follows: -
· The organisation is informed about the broader needs of the participants.
Through this process it may be possible that certain new training programmes,
which were, previously not in their list may come to the forefront.
· The organisation is able to reduce the perception gap between the participant
and his/her boss about their needs and expectations from the training
programme.
· The organisation 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 organisation as otherwise money is just
unnecessarily wasted on those training programmes, which are either not
needed by the employees or they have no interest in undertaking them.
· Lastly, time, which is the most important resource today, is also saved, as the
training programmes conducted are the ones, which are actually needed by the
participants.

34. Bibliography:
C.R.Kothari, Research Methodology, ‘Sampling Techniques’ in Wishva Prakashan,
2001
Webliography:
www.bajajallianz.co.in Company Profile
www.google.co.in
Search engine for secondary data source
ww.irdaindia.org Company Profile