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Communication (June – August 2008)” AT Reliance Communication In partial Fulfillment of MASTERS DEGREE IN BUSINESS ADMINISTRATION SUBMITTED TO UNIVERSITY OF PUNE BY
MS Sadiya A. Contractor MBA-II [2007 – 2009]
ALLANA INSTITUTE OF MANAGEMENT SCIENCES. PUNE-411001.
Sadiya A. enabling me to successfully complete this project report.K. I am particularly grateful to Mr.State Operations (Maharashtra & Goa) .NIS Sparta for his cooperation extended to me by providing necessary information & timely help.ACKNOWLEDGEMENT Words are inadequate to express my gratitude to the Reliance Communication – NIS Sparta for giving me an opportunity to undergo the practical training in their company and extend me full cooperation. S. Allana Institute of Management Sciences. I am thankful to my family and friends who have helped and supported me to make this project a success.D. Amit Kumar Girdhar. Head .my internal guide for the valuable suggestions and encouragement in completing this project successfully.Bagade. I am also obliged and indebted to Dr. Pune and Prof. Contractor 4 . K. Singh – Director.
And I declare it as true and the collection made through own website and by my own personal observation and experience.DECLARATION I am very well aware of the ethics and guidelines one has to follow while working on a project in a disciplined manner.Contractor ----------------------- 5 . Being aware of a project regarding its Factuality and Authenticity. I have tried my best to perform my task. All the information mentioned here throughout the project is true to the best of my knowledge. Sadiya A. The theoretical part is gathered from various Human Resource reference books whose quotations have been mentioned in bibliography.
EXECUTIVE SUMMARY EXECUTIVE SUMMARY 6 .
Pune Name: Sadiya A Contractor Course Persuading: MBA Specialization: Human Resource Management Institute: Allana Institute Of Management Sciences Objective of the project: To study the effectiveness of the training imparted by NIS. 7 loves chowk.knowledge and attitude and also enhance the same.Project Title: ―To study. Research methodology: 7 .Sparta at Reliance Communication (June – August 2008)‖ imparted by Organization: Reliance Communication. analyze and evaluate Training and development practices NIS. To study whether training helps to motivate employees and helps in avoiding mistakes. Swargate .Sparta and its resultant in the performance of the employees. To know the perception of the employees regarding training methods in Reliance Communication To identify how training assists the employees to acquire skills.
May be difficult to construct. a list of questions related to subject is prepared and given to participants.For our project we required information like knowledge about the employees understanding .skills generated and the mastery gained during the training. Limitations: Little provision for free expression of unanticipated responses. Hence we have taken a insight at the performance of the employees through evaluation of performance. Is relatively inexpensive. Gives opportunity of expression without fear of embarrassment. A request is made to participants to fill up the questionnaire and send it back within a specified time. Yields data easily summarized and reported. QUESTIONNAIRE: In this method. The questionnaire contains questions and provides space. SCOPE OF THE PROJECT: 8 . Advantages: Can reach many people in a short time. through questionnaires and data received by the management. It has limited effectiveness in getting at the causes of problems and possible solutions.
Out of which I have selected a sample of 25 people who have undergone the training programme in the last six months to have a flavor of the new practices in training. training programmed. 2. and training evaluation and excludes all other human resources activities conducted before and after training. The scope/range of this project report is not too far stretching to the whole of Reliance Communication. This project covers training. Pune rather it only covers the training and development activities conducted By NIS – Sparta for its employees. My project mainly deals with the present method of training given at Reliance Communication during my tenure of the project. July – August 2008. Population and Sample size: The number of employees working in Reliance communication. Major findings: Employees are content with the way the training is conducted. Research tool: Questionnaires and the evaluation of the performance to check the effectiveness of training imparted. Pune. The questions were both structured and unstructured. 1. swargate is nearly 200 employees and it is still expanding. 9 .
enhancing and overall rating about the training programme. 3. The findings from the data analysis from the questionnaire show a positive improvement. The training is mainly conducted all around India. The reality learning and simulations were thoroughly enjoyed by the employees who have received it. 10 . he has a positive effect on the climate. attitude is the factor which is the dividing line between failure and success. the desired effects are not seen. If an employee has a positive attitude then training for him can be more effective. Regional behavior and language influence is higher during training and even after delivering their language. the trainers have to travel but sometimes the logistics and arrangement is non-satisfactory. Some of the superiors do not bother to make Development Action Plans and submit to the trainers. The cooperation between the colleagues and the level of support they share with each other binds them in an attachment towards the company. Thus recruitment of the employees must be made not only on skills and attitude but also the attitude of the employee. Suggestions In today‘s competitive world.
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as possible for further follow up from the side of the trainers. Proper care should be taken while selecting the trainers. should be suggested by the employees themselves to make them feel valued at the organization. Conclusion Analysis of all the facts & figures. the observations and the experience during the training period gives a very positive conclusion/ impression regarding the training imparted by the NIS – Sparta trainers. preserved properly and updated timely. 4. New and different trainers should be invited so that the maximum impact can be got from the training programmes. The raining records must be maintained. Nis Sparta trainers must be given continuous feedback and the training should be performed as a continuous planned activity. Co –ordination and interaction of the employees of all levels must be encouraged to locate new talents among employees. The NIS – Sparta is performing its role up to the mark and the trainees enjoy the training imparted especially the reality learning and simulation. Solution to some of the problems faced by the employees. 11 . The training imparted meets the objectives like: Effectiveness of the training and its resultant in the performance of the employees.
12 . social and economic we have to train the HR irrespective to their category at which they work in the organization. Helps to motivate employees and helps in avoiding mistakes. knowledge and attitude and also enhance the same. And hence the continuous development of HR is prime need of todays organization. As it is recognized fact that we cannot survive in tomorrow business‘s world with yesterdays method. If we have to meet the challenges of technology. It becomes quite clear that there is no other alternative or short cut to the development of human resources. Assists the employees to acquire skills.
HEAD NO 01 02 03 04 05 07 08 09 10 11 12 TITLE EXECUTIVE SUMMARY INTRODUCTION COMPANY PROFILE OBJECTIVES OF THE STUDY LITERATURE REVIEW RESEARCH METHODOLOGY DATA ANALYSIS & INTERPRETATION FINDINGS CONCLUSION SUGGESTIONS APPENDICES PAGE NO 13 .CONTENT/INDEX.
INTRODUCTION INTRODUCTION TO THE STUDY 14 .
come under the horizon of HRM. training. developing. TRAINING AND DEVELOPMENT is a subsystem of an organization. It ensures that randomness is reduced and learning or behavioral change takes place in structured format. The divisions included in HRM are Recruitment. The training is imparted by NIS Sparta. All the activities of employee. Reliance Infocomm acquired NIS Sparta. Industrial Relation. making yet another addition to the Reliance family. from the time of his entry into an organization until he leaves. The study shows the scope in the field of T & D ranges rights from recruiting an employee at any level and how to treat them throughout their working year till the time he discharged or retired from the organization. programs. Training and Development. 15 . and functions that are designed to maximize both organizational as well as employee effectiveness Scope of HRM without a doubt is vast. Retention. 1) Studying training activities 2) Analyzing training programme 3) Evaluating the training. It is also applicable to non-business organizations. healthcare. and compensating the employees in organization. Out of all these divisions. Asia's premier Performance Enhancement Solutions organization. Performance Management. On July 7. Payroll. It comprises of the functions and principles that are applied to retaining. such as education. Following are the areas of Training & Development I tried to cover-up in my work.HUMAN RESOURCE MANAGEMENT Human Resource Management is defined as the people who staff and manage organization. etc Human Resource Management is defined as the set of activities. 2004. My project deals with training and development of the employees at reliance communication. one such important division is training and development. Hence I have taken this topic for my project. etc.
It is important that evaluation be a planned or systematic effort that is built from the start of the training process. value or meaning of something to someone .MY PROJECT The project report presented here is primarily concerned with training and development part of employees in the organization. The quality of employees and their development through training and education are major factors in determining long term profitability of a business. Due to daily changing business environment. Now a days many organizations are conducting training programme to improve the productivity of employees. Training and development is always an important aspect of the growth of a company and the individual employees as well.correcting performance deficiencies. so they can increase their productivity. Evaluation plays a significant part in every step of the training process. ability. Training often is considered for new employees only. If you hire and keep good employees. and talent required to cope up with the market competition.e.. training objectives. The main objective of training programme to determine if they are accomplishing specific . Evaluation is the systematic appraisal by which we determine the worth. i. manufacturing process. In case of training we are concerned with providing information on the effectiveness of the training activity to decision makers who will make decision based on the information . IMPORTANCE OF TRAINING AND DEVELOPMENT 16 . this is mistake because ongoing training for current employees helps them adjust to rapidly changing job requirements. technological advancement and rapid growth in the demand of the products and services etc the workforce of any organization has to be very well equipped with the skills. it is good policy to invest in the development of their skills.
My project mainly deals with the present method of training given at Reliance Communication during my tenure of the project. which a growing business organization must conduct to achieve their production target. labors related laws and issues etc during my training and development project. training programmed. Pune rather it only covers the training and development activities conducted By NIS – Sparta for its employees. payroll management. This information gathered after conducting training programmed which is immensely helpful for the human resources manager and the whole department. Development of the employee comes handy with training activities. Training helps measure the performance of the employees by evaluating the training given and comparing the individual and group's latest output with the output given before training programmed. As a management trainee I myself come through various aspects like performance appraisal. making them much more capable in out performing various activities with high professions and accuracy by using advance technical/mechanical tools and equipments. quantity. Evaluating the productivity of the employees can very well recognize how to distribute your workforce. and training evaluation and excludes all other human resources activities conducted before and after training. SCOPE OF THE PROJECT : The scope/range of this project report is not too far stretching to the whole of Reliance Communication. From organizational point of view it is very crucial to assure the quality. July – August 2008 This project covers training. and effectiveness etc of the product by the means of suitable training. 17 .Training and development is a routine based. non-stop practice.
and practical experience during my summer internship programmed where i was a member of the team working in the training and development of employees 18 . observation. LIMITATIONS: The project is a collection of study.HYPOTHESIS: Training and Development activities conducted by NIS Sparta Reliance Communication are effective and the employees are better performers after the training is imparted.
The data presented here is taken by prepared questionnaire (open ended and closed ended) and information and feedback received from the management. Due to security reasons. Top-level strategic type of decisions and information too are not taken under study to avoid any favor to the business counter parts.I tried to perform this project in best possible manner to avoid any lacuna or lack ness. My project does not concerned about the designing and planning of training activities which forms a crucial and major part of this field hence a full fledge study can be done in this area. No research has been conducted on this topic for the purpose of this project thus holds a complete field research and development. Some information being very sensitive as far as organization is concerned is left untouched and not mentioned in any way. In spite of all my efforts In this regard but due to the far stretching activities conducted at Reliance Communications. I could not attend the training conducted which would give me a practical experience. 19 . Due to Time Constraints. I was not able to touch all aspects of training and development. my project lack in some of the following heads Where there is a chance of further elaborating study on the same subject.
the 70th birthday of the Reliance group founder.2002. Dealing with foreign market they required people who help 20 .. Reliance Communications is a service industry and it daily launches new products with new technologies.COMPANY PROFILE COMPANY PROFILE Reliance Communications Ltd.Pune was launched on December 28.Shri Dhirubhai H Ambani.
each time they required to evaluate the recently completed training programme.2002.was the largest infocom structure that the country had seen so far… Reliance Communication launched first Reliance India Mobile on December 28.2002 . Reliance Communication was launched on December 28.which. ―We will create the next generation communication network and information technology infrastructure that will bring immense value to every Indian. Reliance Communications will transform thousands of villages and hundreds of towns and cities across the country. Create new customer experiences.So they have given me that apportunity to evaluate the training programme.by far. Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group (ADAG) of companies. Listed on the National Stock Exchange and the Bombay Stock Exchange. Above all.the 70th birthday of the Reliance group founder. and leapfrog India into the center stage of global infocomm space‖ 21 .So. Dhirubhai H Ambani . ―Make a telephone call cheaper than a post card‖. History In the year 2000. As they conduct the training programm frequently . Taking in to consideration the changing lifestyles and the end users habits Reliance Communications will disseminate information at a low cost. Reliance Communications will pave the way to make India a global leader in the knowledge age. they frequently organize the training programme for newly joined and current employee. Constantly strive to be ahead of the world. Shri.them to increase productivity of the organization and sales of product. the Infocomm plans were announced…. it is India‘s leading integrated telecommunication company with over 55 million customers.
They will overcome the handicaps of illiteracy and lack of mobility‖ Dhirubhai firmly believed the country could use information and communication technology to overcome its backwardness and underdevelopment. Only when you dream it you can do it‖. We will offer unparalleled value to create customer delight and enhance business productivity. The fact that he took barely a quarter of a century to do that is what makes this achievement special. Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said.‖ Vision We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge information and communication services affordable to all individual consumers and businesses in India. We will also generate value for our capabilities beyond Indian borders and enable millions of India's knowledge workers to deliver their services globally. ―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges of an ever changing and competitive environment to emerge as a performance oriented. The only way forward is to focus on our Customer & Customer Service.ications that will enhance productivity of enterprises and individuals. data services and a wide range of value added services and app. 22 .Make the tools of infocomm available to people at an affordable cost.‖ Mission Reliance Communication will offer a complete range of telecom services. covering mobile and fixed line telephony including broadband.Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the world‘s top Fortune 500 corporations. system driven.. national and international long distance services. Mr. ―Growth has no limit at reliance. I keep revising my vision. and professional organization.
Reliance Communications offers a wide range of applications including hour-to-hour news updates. It aims to achieve this by putting the power of information and communication in the hads of people of India at affordable costs. mobile banking. high quality video streaming. Digital Storage. seasonal updates including festival specials. This includes Video Chat. Multi-player Online Gaming. Multi-location Video Conference.Reliance‘s dream is to make a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. Products: Reliance Communication is a service industry. downloadable multilingual Ring Tones. city & TV guides. exam results. bill payment and stock prices. astrology. Digital Customized Music. credit card transaction from mobile phone. High Speed Internet.Digital Electronic News Gathering Service and E-Learning. Virtual Office. Digital Movie. Reliance – ADA Group RelianceADA Group 23 . Reliance Communications brings Real Broadband experience to Indians for the first time through a host of unique applications and services.
Serv(REMS) Reliance Energy Transmission(RETM) Reliance Energy Trad Pvt-(RETP) Reliance Capital Ltd – (RCL) Reliance Capital Asset Mgmt Ltd –(RCAM) Reliance Gen Ins Co Ltd – (RGIC) Reliance Life Ins Co Ltd – (RLIC) Reliance Webstore Pvt Ltd-(RWSL) NIS Sparta Ltd – (NISS) Reliance Webstore Pvt Ltd – (RWSL) Pragati Value Added People – (PVAP) Reliance Communications Ltd Fiag Telecom 24 .LTD – (RCPL) Reliance Comm Infrastructure Ltd-(RCL) Reliance Digital World Pvt Ltd(RDWL) Reliance Telecom Ltd – RTL) RelianceNextLink Pvt Ltd(RNL) Reliance Info Engg Pvt Ltd (RIEL) Reliance Infostream Pvt Ltd-(RIPL) Getway Systems (India) Ltd(GWSL) Reliable Internet Service Ltd – (RISL) Reliance Info Infra Pvt Ltd(TFIL) Synergy Enterpreneur Solution-(SESL) Finnese Innovation Pvt Ltd-(FIPL Rrliance Energy Ltd –(REL) Reliance Energy Gener ation Ltd (REGL BSES Rajdhani Power LTD (BRPL) Yashasvi Commu Pvt Ltd –(YCPL) Reliance Energy Automation Pvt –(REAP) Reliance Energy Constructior Pvt Ltd (RECP) Reliance Energy Engineers Pvt (REEP) Reliance Energy Mgt.Infocomm Group Companies Infocomm Business Associate Companies Energy Companies Adlabs Others Reliance communication Pvt.
Director .CTO Director (Project) CEO Project Manager Porject Maneger Manager Finance Manager Sales Team Leader Team Leader AS Manager Manager HR Manager Admin Executive Sales Sinior Manager Dst HR executive Executive (Salary unit) Manager Training ORGANIZATION CHART 25 .
Reliance Communications Business
1. Personal 2. Enterprise 3. Home 4. Global 5. World
Reliance Communication envisions a digital revolution that will bring about a new way of life. A Digital way of life for New India .With mobile devices , netways and broad band systems linked to powerful digital networks,.Reliance Communication will usher fundamental changes in the social and economical landscape of India Reliance Communication will help men and women to connect and communicate with each other
Reliance – Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group founded by Shri Dhirubhai H Ambani (1932-2002), ranks among India‘s top three private sector business houses in terms of net worth. The group has business interests that range from telecommunications (Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the generation and distribution of power (Reliance Energy Ltd). Reliance – ADA Group‘s flagship company, Reliance Communications, is India's largest private sector information and communications company, with over 55 million subscribers. It has established a pan-India, high-capacity, integrated (wireless and wireline), convergent (voice, data and video) digital network, to offer services spanning the entire infocomm value chain. Other major group companies — Reliance Capital and Reliance Energy — are widely
acknowledged as the market leaders in their respective areas of operation.
Reliance Energy Ltd.
Reliance Mutual Fund
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance Reliance General Insurance
BOARD OF DIRECTORS RCOM
Shri Anil D. Ambani - Chairman Prof. J Ramachandran Shri S.P. Talwar Shri Deepak Shourie Shri A.K.Purwar
Reliance Infocomm acquired NIS Sparta On July 7, 2004, Reliance Infocomm acquired NIS Sparta, Asia's premier Performance Enhancement Solutions organization, making yet another addition to the Reliance family. NIS Sparta has more than a decade of experience in areas like Leadership Development, Sales Maximization, Process Consultancy, Customer Relationship Management and Content Development. Reliance has identified a synergy with NIS in view of its commitment to the retail, telecom, petroleum and other sectors, consequently seeking the services of NIS Sparta to train about 1,00,000 people across the country. This acquisition further strengthens NIS Sparta's preeminence in all sectors of its involvement, namely Telecom, Petroleum, Insurance, Power and other Retail sectors. As a sequel to this association, the Reliance-NIS Academy is being launched with dedicated staff, engaged in conjunction with Reliance businesses. The Academy will establish 110 centers to commence training for customer-facing operational staff for different industries under its operations. V V Bhat, Group President, Management Services is the new Chairman of the outfit, while Sanjeev Duggal continues as its CEO and Managing Director. Welcoming NIS Sparta into the Reliance family, V V Bhat was confident that the organization would significantly contribute to the strategic learning initiatives of the Reliance Group, further strengthened by Reliance's Infrastructure and Technology support.
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt. Ltd., a Reliance ADA group organisation. NIS Sparta is Asia's leading training, education and learning solutions provider. We partner organisations in achieving their mission critical goals through enhanced effectiveness of their people and processes, using proven methodologies. NIS Sparta offers customised solutions for Top management, Middle management and Supervisory level; our training modules are based on Knowledge development, Behaviour development, Skill development and Process design and development. NIS Sparta is strategically organised to offer training and learning solutions torganisations and individuals
Pune ‗Udyog Rattan Award‘ by the Institute of Economic Studies 29 . NIS Sparta‘s clientele comprises of industry leaders in a number of key sectors.VISION CORE PURPOSE Key industry verticals The undisputed leader in the learning solutions domain. including: Automobile Telecom Banking Insurance Pharmaceuticals Power Manufacturing Service sectors IT ITeS Railways FMCG Oil & Gas Recognition and awards ‗Indira Super Achiever Award 2007‘ by Indira Group of Institutes.
To study whether training helps to motivate employees and helps in avoiding mistakes. To know the perception of the employees regarding training methods in Reliance Communication. 30 . To identify how training assists the employees to acquire skills.knowledge and attitude and also enhance the same. Senior Gold Director for ‗Outstanding Sales Achievement & Commitment to Professional Excellence‘ by Inscape Publishing ‗Creating Corporate Advantage in Global Economy‘ by Delhi School of Economics ITM University Award for ‗Corporate Excellence‘ OBJECTIVES OF THE STUDY To study the effectiveness of the training imparted by NIS.Sparta and its resultant in the performance of the employees.
The apprentice‘s working n different factories use to get vocational training in the form of direct instructions in the operation of machines. Training is required to be given to employees to keep them updated effective and efficient. the next logical step is to train them for better performance. which took place in Britain in 18 century. need to have well trained experienced and skilled people to perform various activities. promoted from inside. Thereafter specially when use of computers. it is observed that all organizations. Era of vocational training th started during industrial revolution. in that case. At present. content of programme About trainer Place and time of training programme 32 . increase the versatility and adaptability of the job occupants by giving them necessary and appropriate training. Therefore after selecting the candidates. of whatever types they may be. training is not important but if it is not the case. automatic machines increased and because of rapidly changing techniques the need of training is recognized as one of the most important organizational activities. it is very essential to raise the skill levels.REVIEW OF LITERATURE REVIEW OF LITERATURE When the candidates are recruited from outside or selected. it is expected that they must perform their jobs with maximum efficiency and competence. If current job occupants meet this requirement. THE TRAINING PROCESS: ASSESSMENT PHASE Assess training need of different group of employee Define objectives PLANING TRAINING Design training programme Define Methods.
Training Objectives: To raise the productivity :Increased human performance often directly leads to increased operational productivity and increased company profit.objective are achieved ? Needs Assessment: Needs assessment diagnoses present and future challenges to be met through training and development Needs assessment occurs at two levels.Group and individual.Any change in the organization‘s strategy necessitates training of group of employees.CONDUCT OF TRAINING EVALUATION Evaluation of training programme Check. which may be due to 33 . An Individual obviously needs training when her or his performance falls short of standars i. To improve health and safety : Proper training can help prevent industrial accidents.e. when there is performance deficiency Assessment of training needs occurs at the group level too. Outdated prevention : Training and development programmes foster the initiative and creativity of employees and help to prevent manpower obsolenscence. To improve quality in work : Improvement in quality may be in relation to company‘s product / service.
and enlightened altruistic philosophy.age. 6. TRAINING METHODS 34 . 4. 7. Outside consultants. an enlarged skill. Personal growth: Management development programmes seem to give participants a wider awareness . Soecialists in other parts of the company. less supervisory pressure may result. financial incentives may then be increased. Immediate supervisors. recommendations of supervisorsor by the HR department itself. Faculty members at universities. and make enhanced personal growth. Members of the personnel staff. temperament or mptivation or the inability of a person to adapt himself to technological changes. Production and product quality may improve . To improve organization climate: An endless chain of positive reactions results from a wellplanned training programme. SELECTION OF TRAINERS Training and development programmes may be conducted by several people. Industry associations. 5. Large organizations generally maintain their own training departments whose staff conducts the programmes. SELECTION OF TRAINEES Trainees should be selected on the basis of self-nomination. 3. 2. including following 1. Co-worker.
when he joins a firm.On-the-job training : Almost every employee.discussions etc.clerk.text materials.A major part of training time is spent on-thejob production work Classroom training: 35 . role-playing and discussion. Vestibule training (training-centre training): Vestibule training method attempts to duplicate on-the-job situation in a company classroom. from the clerk to company president gets some ―on-the-job training‖. case studies. testers. conferences. It is a classroom training which is often imparted with the help of equipment and machines which are identical with those in use in the place of work. and with orienting him to his immediate problems. machine operation .It is a very efficient technique of training semi skilled personnel e. This technique is a very expensive one. Under this method. When he teaches an employee how to do something by actually performing activities himself and by going through a step-by-explaination of ―why‖ and ―what‖ he is doing. This method is essential in cases in which actual on-the-job practice might result in a serious injury.typists etc.It is primarily concerned with developing is an employee skills and habits consistent with the existing practices of an organization. Apprenticeship : Apprenticeship training is the oldest and most commonly used methods.g.pictures.It is a training in crafts. an employee is placed in a new job and is told how it may be performed.a costly errors. Demonstrations are often used in combination with lectures.trades and in technical areas. Demonstrations are effective techniques in teaching as it is easier to show a person how to do a job then to tell him or ask him to gather instruction from the reading material. Demonstrations and examples : In the demonstration techniques. Training is in the form of lectures.the trainer describes and displays.Theoretical training is given in the classroom while the practical work is conducted on the production line. Trainees‘ interest and employees‘ motivation are high in simulation exercises because he actions of a trainee closely duplicate the ―real job‖ conditions. Simulation : Simulation is atechnique which duplicates the actual condition encountered on a job.This methods enables the trainee to concentrate on learning the new skill rather than on performing an actual job.
trainees act out a given role as they would in a stage basically involves employee-employer relationships hirind. Concepts or principles. Asia's premier Performance Enhancement Solutions organization. firing.provides necessary explainations. 2004. thus reducing the cost per trainee. STUDYING TRAINING ACTIVITIES AT RELIANCE COMMUNICATION On July 7. They are asked to identify the problem and recommend tentative solutions. conducted according to organized plan.attitude. Conference is a formal meeting.a) Lectures: Simplest way of imparting knowledge to trainees is by lecture. It may be based on paper prepared by one or more trainees on the subject in consulting with the person in charge of the seminar. Reliance Infocomm acquired NIS Sparta. c) Seminar or team discussion : There are different methods of conducting seminar.method can be useful when large group are to be taught. f) Programmed instruction method : A programmed instruction involves breaking information down into meaningful units and then arranging these in a proper way to form a logical and sequential learning programme or package. the participating individuals confer to discuss points of common interest to each other. When the trainees are given cases to analyse.interviews disciplining etc. d) Case studies : The person in charge of training make out a case.The lecture metho can be useful when large groups are to be trained within a short time. e) play.It Role Playing : in role playing . g) T-group training : This comprises of Audio-visual aids and planned reading programmes.Nis Sparta trainers impart training to all the five business employee namely: 36 . initiates the discussion going. b) The Conference Method : In this technique.
e. Knowledge 3. It is a 21 days programme. post-paid(landline or mobile). Here attitude training is given by the academy of NIS Sparta. 2. Attitude is some thing that is within the person itself.etc. It can be positive or negative. TRAINING BY NIS SPARTA Under each and every business of RCom. Attitude Skill is required for customer orientation. There are channels for retail outlets that sell landline and mobile. leadership.1. PERSONAL ENTERPRISE HOME GLOBAL WORLD Training is given for three aspects: 1. process of the company. knowledge based training. 37 . They are thought how to deal with customer care & complaints along with front desk etiquettes which is skill based training. Customer care. 4. Knowledge based training revolves around product. Amway and Subhiksa. PCO. 3. e-recharge. time management and behaviour. Such training is imparted by Nis Sparta trainers through simulations and outbound activities and reality learning like raft building . competition knowledge and Market Intelligence. Training Here training is imparted on the products i. 5. Thay are known as Reliance Web World expresses. training imparted differs at each vertical and for each business. The distribution takes place at places like Big bazaar. plans offering to the customers. They also have distributors for pre paid connections and direct sales team for post paid connections. Let us begin with the businesses one by one: Personal It deals with Pre-paid. crazy Olympics and orientation. Skill 2. data cards vouchers.
This test is called as MCMP (My Credit My Progress). It has after sales department to look into any customer complaints. He gets the certificate of MCMP after that second training is conducted and he is monitored for one year.e. He gets the certificate of MCMP after that second training is conducted and he is monitored for one year. Enterprise : It deals with broadband `s: i. ii. After the induction reforms training they have to undergo a test in which they have to score at least 70%. he can be considered for career growth in the same business. knowledge based training. After successful completion of both the training . After the induction reforms training they have to undergo a test in which they have to score at least 70%. Then he is on the job for 6 months. This is even more informative and all the necessary training of products is completed. iii. set up box. Installors The planning team takes the charge which includes the field sales associate and the sales associate. drilling. Home It deals with the technical training of wiring. This test is called as MCMP (My Credit My Progress). Enterprise wireless groups This caters to the corporate. Training Here training is imparted on the products i. They are thought how to deal with customer care & complaints along with front desk etiquettes which is skill based training. There is an induction programme in which training on reliance products are given and they are put on job for 3 months after which second level of training is given. distribution is done with the sales force and the installers of disc is done by the field force 38 .There is an induction programme in which training on reliance products are given and they are put on job for 3 months afer which second level of training is given. After successful completion of both the trsining . he can be considered for career growth in the same business. Wireless broadbands There is a direct sales team for distribution. This is even more informative and all the necessary training of products is completed. Then he is on the job for 6 months.
Academy Reality learning NIS Sparta has pioneered Reality Learning®. Global business It deals with optical fibres i. 39 . a. Reality training 2. Only skill and behavioral and attitude training is imparted NATIONAL NETWORK OPERATION CENTRE World It deals with web world retails. Rcom has taken over FLAG.e. a revolutionary new concept in learning effectiveness. under sea cables connecting different countries for communication. It has semi company owned outlets. Training Here knowledge based training is not required as these people of FLAG and NNOC are the best at their job. FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed and well established company. Enterprise business groups 3. NNOC (National Network Operation Centre) is a reliance baby wher people sit and monitor the optical fibres. It is at Bombay and Hyderabad. Evolved by NIS Sparta after over eleven years of research and development. Reality Learning® covers a wide variety and facets of learning methodologies. b. NIS Sparta imparts training: 1.
enthusiasm and joy. A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learning®: Orienteering Orienteering comprises of an expedition with two teams. apart from skills. Participants in the learning intervention are placed in a highly competitive and uncertain environment where the need is to achieve a pre-determined objective.1. a Team Building Program. a Management Development Program and even a programme designed to develop the Killer Instinct in sales teams. ABLE® is a war simulation scenario drawing from the learning of strategy and tactics applied in military science. compass. maps. laptops. Two observers from NIS Sparta accompany each team. Objectives of the activity Strategy Implementation Process Communication Effectiveness Team Effectiveness Goal Orientation Role of individual members Dealing with Change Breaking existing paradigms Out-of-the box thinking Crazy Olympics 40 . ABLE® uses multiple simulation formats to address differing requirements. ABLE® can be designed as a Leadership Program. For instance. ABLE® becomes especially unique as it also captures emotions like disappointment. anger. stress. Business Simulations Adventure Based Learning Experience (ABLE®) One of the ways in which Reality Learning® is executed is through Adventure Based Learning Experiences (ABLE). each attempting to operate within limited resources and having to deal with multiple contingencies. Outbound Training Programmes 2. leadership crisis as well as to accomplish defined goals before proceeding ahead. and other select equipments. ABLE® equipment comprises of wireless sets. to facilitate the process of translating learning into practice.
intelligence. Crazy Olympics requires participants to master their instinctive talents. It is the truest test of an individual‘s athleticism. technique and a mastery of energy and weight transfer. thinking skills. confidence. responsiveness. foresight and the ability to perform a variety of movements with the body involving strength. material strengths and the ability to persevere. coordination. a task force. endurance. Unlike may other sports that are a ‗learned art‘ and difficult to perfect. or a project team. Each team consists of at least four members and no more than eight members. the reason Crazy Olympics are deployed as a one of the primary training tools by Armed Forces around the world. requiring that competitors possess a very diverse set of skills and abilities – the most important of these are: Agility.Crazy Olympics is a multi-faceted sport. balance. assertiveness. and raise their body consciousness/ awareness levels to new heights. explosiveness. of an ongoing work team. Objectives of the activity To encourage the team members to commit to assisting one another in performing tasks and using skills To assist the team members in working through the issues surfaced during the activity To provide a way to objectively examine the participation of team members Raft Building This activity is best used with a newly formed team or an ongoing team that is experiencing difficulties in interpersonal relations. Objectives of the activity To foster effective team performance To provide an opportunity to establish the practice of explicitly discussing not only how things should be done in the team but also how things actually are done To foster interpersonal communication in the team To generate workable solutions 41 . Hence.
creation of customised content. Strategic Employability Group (SEG) . Experiential learning is a key driver of everything we do. Experiential learning fosters an environment of accelerated learning through self-discovery and participation. The solutions offered by the business unit include training and delivery. understand and experience how their own behavior can change to significantly and positively impact their performance back on their job. NIS SPARTA ACADEMY 42 . Powerful learning emerges in debrief when the participant‘s experiences are linked to their real-world situations.Business Simulations Experiential learning forms the basis of Business Simulations. All Business Simulations enable people to make permanent. Employability Solutions Group (ESG) . 2.the business unit operates The NIS Academy to create and enhance employability of individuals through a number of short and long-term educational programmes.addresses the needs of organisations in various industry verticals. EBG 1. and is a distinct point of difference in the marketplace. research based projects and experiential learning. 3.the business unit fulfills our group companies‘ training needs. effective changes in behaviour by understanding the wide range of consequences of their choices and accepting responsibility for them. People see. Enterprise Business Group (EBG) .
which out of the introduction. The academy performs two key roles in the education sector. compile and produce the training program content. and develops specific. Training programs consists of five steps . in which bugs are worked out of the training program by presenting it to a small representative audience. the academy operates learning centres in 42 cities in the country. severe competition. The NIS Academy equips students to excel in the area of Customer Care. providing for industries . of new lines of production. with plans to open more centres across the country. identifies the specific job performance skills needed. There may be a third validation step.The NIS Academy is a premier educational institution. in which management assesses the program's successes or failures.competent manpower and recruitment services for enhancing their skills and building their knowledge base. etc. CONDUCTING A TRAINING PROGRAMME Now-days. enhancing flexibility and adaptability. increasing their ability to deal with ambiguity and stress. assesses the prospective training skills. training programs are gaining importance because they help to solve various problems. Professional skills of students are honed in areas like team building. change in the volume of business. set up by NIS Sparta Ltd. The fourth step is to implement the program by actually training the targeted employee group. measurable knowledge and performance objectives based on any deficiencies. The NIS Academy‘s programmes are based on innovative and interactive teaching methodologies derived from the experiences gained while training the corporate world. tackling challenges and taking initiatives. Training programs enhance overall organizational efficiency and effectiveness. instructional design.000 students and aspirants. Sales & Marketing. In the second step. Therefore to be very effective. you decide on. or need analysis step. till date. The NIS Academy has facilitated the growth and development of over 50. the training function is required to be organized properly and systematically. Fifth step is an evaluation step. and second. changes in design and technique of production. 43 . Established in 1991.the first. Currently. Training has become a very significant management tool for bringing about desired changes in order to solve organizational problems and also to achieve organizational goals. one as an education provider to individuals seeking basic skills.
The training needs can be identified by the immediate superiors or by the employee‘s performance appraisal. IDENTIFICATION OF TRAINING: The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by providing training.TRAINING FLOWCHART: TRAINING IDENTIFICATION TRAINING PLAN TRAINING PROGRAMME TRAINING TRAINING EVALUATION FEEDBACK TO THE NIS -SPARTA STEPS OF TRAINING i. The training needs are identified: At the time of interview Annual appraisal Training identification format Specific recommendations by functional head (2) DECIDING THE OBJECTIVE OF TRAINING: 44 .
The training given mainly resolves around Knowledge of the products and processes for each vertical and level. At Reliance communication training is conducted for each business: Personal. The training calendar is prepared monthly with the name of the trainees and the trainer. Home and World. The training objective is prepared after finding the requirement of training whether the gaps are about knowledge. (3) TRAINING PLAN Based on the collected data and discussions with hr manager training plan is prepared. The venue is finalized and all logistics are prepared. The training is conducted and completed as per the schedule. day and time and venue is finalized and all the employees are made aware of. Enterprise. The methods and tools are also finalized once the type of training is decided whether it is knowledge. a suitable training method and required tools and equipments are finalized. The training plan is prepared. designations and department and than a proper schedule with date. Global. skill or attitude. skill or attitude. (5) TRAINING IMPLEMENTATION: List of employees are first of all collected with there name. (4) TRAINING METHODS & TOOLS Considering the type of training. Then the objective of training is established and efforts to accomplish started. 45 .The gathered information is forwarded to human resources officials for consultation and then the training objectives are established.
One is self-appraisal and other head of department appraisal.In that we sent training identification form to the concerned head of the department with his departmental list along with list the training programs. In appraisal there is point mentioned if they require any specific training for updating their job. After the individual feedback is received by the trainees. Based on the annual calendar we prepare annual budget for training and seek the approval. The PTR is forwarded to the immediate superiors. For this we seek the following information. In annual appraisal there are two types of appraisals. we inform the nominee. We sent candidates for training in house/ external depending upon the nature of training. head of department is asked to write that did he require any specific training to update his job requirement. the PTR is prepared. 46 . If there is necessity for any specific skill then we are training him accordingly. we prepare the training calendar on yearly basis. When candidate is appearing for an interview. POST TRAINING After completion of training we take feedback from the participant about the trainers. Nominate the persons for program. We consider his previous skill and qualifications etc. Based on this we are preparing annual calendar. Post Training Report.e. finding the faculty. After identification of training needs. The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only . faculties and book venue for training program and the logistics involved is arranged. The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful. It is the duty of the superiors to prepare the DAP i. After one month we are taking feedback of the concerned participant about his improvement in his skill or reschedule program. venue for the program and training.The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is suitable for that job or he requires more training to do the job. we ask him about the training which he has undergone in previous program. The Development Action Plan which mentions how well the training has been achieved and the next course of action if a refresher is needed to the trainees who have not performed as per the standards required. After training calendar is ready. they follow up with the superiors. Like wise.
The training evaluation can justify the expenditure incurved in giving training and help the organization to determine to what extent.Based on these we are preparing quarterly graphs for presentation to the top management. In training and development activities we are conducting employee's satisfaction survey. whether the results are far away from the target or are nearby the target. safety awareness in his department. work environment of the company. objectives have been achieved. Like this we are also taking employees awareness report from each employee in which we cover certain point about his job awareness. 47 . It simply means the act of judging whether or not the activity has achieved the set target. Less effective program can be withdrawn in order to save time. After completion of training we keep his training record in his personal file and also in soft copies. salary package. In training field evaluation has been taken not only to assessment of value but also collection and analysis of data. where general points about company like his improvement in his working. and work culture of the company etc. Evaluation of training helps in assess the quality of training imparted and also suggests what changes in training plan should be made to make it more effective. Based on this report we also see that is it necessary to improve our employee awareness level. In this survey we conclude that where the management is lacking or any steps are required to improve the satisfaction of our employees. money and efforts. There we highlight what is our target and what we have achieved. Weakness within the established training program can be identified and accordingly training programs can be modified and improved properly. Evaluation of training is the last but very important stage of any training program. Training evaluation is very essential because of the following reasons: The organization giving training to there employee can come to know what returns they are getting for efforts and expenditure it has committed to the training and it can find out from it whether the training efforts are in correct direction or not. TRAINING EVALUATION Evaluation means the assessment of value or worth.
My data is based on questionnaire prepared as well as the data available by the management. Soon after conducting the training program we conducted some immediate activities to collect the feedbacks of the employee's undergone training and we really come across many useful facts and figures. which was design to achieve. how much he has learned and are there any changes in the behavior and the results in his performance.Kirkpatrick’s learning and training evaluation theory Donald L Kirkpatrick's training evaluation model .the four levels of learning evaluation Reactions of the employees after training Learning abilities Behavioral changes And the results generated in performance The training imparted should affect the above mentioned points of the trainee. What was his reaction to the training. Evaluation gives the correct image of development of the employee and its ability skills and the productivity. After evaluating all the activities during the study stage conductivity training program most of the employees find themselves equipped with the information received after training program and feels a sense of development on their personal levels. 48 .
July – August 2008.RESEARCH METHODOLOGY Definition : Research Methodology is a systematic way of investigation directed to the discovery of some facts by careful study of a subject. This project covers training. Primary data were collected from employees already have gone by these method of training and the ability to perform accordingly and the already available data given by management. (A) Scope The scope/range of this project report is not too far stretching to the whole of Reliance Communication. through questionnaire and data given by the management (C) SOURCE OF INFORMATION:Primary data: The data is collected for the first time hence is fresh and happens to be original in nature. My project mainly deals with the present method of training given at Reliance Communication during my tenure of the project. Secondary data: The data is the collected and processed information by some other person or organization. (B) REQUIREMENT: For our project we required information like knowledge about the employees understanding. and training evaluation and excludes all other human resources activities conducted before and after training. training programmed. Secondary data are gathered from the official website of the company and from reference books . So we have to look insight the performance of the employees through evaluation of their performance. a course of critical and scientific inquiry. Pune rather it only covers the training and development activities conducted By NIS – Sparta for its employees. 49 . skills generated and the mastery gained during training.
so it should be carefully developed. (4) Research Instrument:Questionnaires and information from the management (5) Analyzing The Information:- 50 .Sparta and its resultant in the performance of the employees. To identify how training assists the employees to acquire skills.(D) RESEARCH TOOL:For the data collection we used structured close-ended questionnaire as well as open ended questions. Formulation Of Objective:After taken the project we formulate the objective. 6. For knowing the mind share of different brands we should target more population but because of lack of time we took sample of 25 people. (3) Design Of The Questionnaire:The questionnaire is the most common tool in collecting data. To know the perception of the employees regarding training methods in Reliance Communication. (E) METHOD USED FOR DATA COLLECTION:- Questionnaire and data available with the management. Sample Size:Sample can be defined as the selection of a part or a group or an aggregate with a view in obtaining information about the whole population. To study whether training helps to motivate employees and helps in avoiding mistakes. tested and debugged before they are administered on a large scale.knowledge and attitude and also enhance the same. Objective of the project: To study the effectiveness of the training imparted by NIS.
(9) Recommendation:Should write some suggestion. (6) Data Tabulation:We arrange the data in the form of table. it was mainly open ended so we had not face much problem. first we need to arrange that in table as the questionnaire. as given by analysis of the data by the management and the questionnaire. which gather. Data Analysis and interpretation 51 .For analyzing the data. (8) Conclusion:On the basis of finding there should be a short summary. (7) Analysis:After tabulation we analyze the data with the help of pie chart because in pie chart it was easy to understand every thing in percentage as well as it gives better picture.
in other words earning a healthy profit. Hence if this area of management is taken care of and a very well planned and a highly systematic initiative can result in heavy saving.Training program in business organizations are taking new shapes and dimensions. Organization are very keen as far as training of employees are concerned and are always ready to spend what it takes to train and develop the employees in best concerned with the favor of the organization. Analysis and interpretation of trainee’s questionnaire: Table 1 :Represents the different methods of training and its convenience to the employees. Training is so crucial that there is no need to mention its significance to the organization and as well as to the individual employees. which one has to consider while dealing with the activities of training and development in the field of human resources. Method No of employees On Job Training 50 Classroom training 35 Both 15 52 . A good management always tries to cut down the unnecessary and unwanted expenditure of money. Here we come to know the willingness of the organization regarding the employees and the cost they are bearing for that purpose. Training begins right from the recruitment of an employee and follows thought the life span of the job of each employee of that organization. efficiency depends upon the performance level of the employee. Training has bundles of numbers of actions to be performed in daily routine work and hence lot of quality.
Methods of training 60 50 50 40 30 20 10 0 On Job Training Classroom training Both 15 35 INTERPRETATION The above figures show preference on the modes of training and it is found people prefer more on the job training. Table 2 : Represents the rating of training schedule. Rating of training No of employees Convenient 65 Disturbing 30 Average 05 53 .
70 60 50 40 65 30 30 20 10 0 Convenient Disturbing Average 5 INTERPRETATION Large number of employees find the training convenient while others think it is disturbing the daily work. Satisfaction of employees No of employees YES 80 NO 20 54 . Table 3 : Represents the satisfaction level of employees undergone training.
Employees response No of employees Yes 70 No 10 May be 20 Development of the employees 70 60 50 40 30 20 10 0 Yes No May be 55 . Table 4: Represents the degree of development among the employees after the training was given.satisfaction of employees 20 YES NO 80 INTERPRETATION Almost all the employees say that they were satisfied with the way the training activities are conducted while some people were dissatisfied.
56 . some feel they are not at all developed and others showed a passive response. Table 5: Represents the improvement in skill and attitude and future aspects. Table 6:Represents the degree to which the employees have successfully achieved their training objectives. Improvement status No of employees Progressed 70 Non progresses 10 Cant say 20 Improvement status 70 60 50 40 30 20 10 0 Progressed Non progresses Cant say INTERPRETATION Large number of employees experienced progress in their skills and its future aspects whereas some feel that they have not progressed and others cannot say now.INTERPRETATION Maximum numbers of employees show a positive response in terms of their development.
Degree of achievement No of employees Completely 60 Partially 15 Not at all 25 Degree of achievement Not at all 25% Completely Partially 15% Completely 60% Partially Not at all INTERPRETATION: The degree of achievement of training objectives is higher among the employees and even in the least case the achievement case is above average. Training aid status No of employees Yes 90 No 10 57 . Table 7) Represents the response of the employees regarding training aids provided for the training.
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing the training Support level of superiors No of employees Full 80 Average 20 Level of support 80 60 40 20 0 Full Average 58 .Training aids status 90 80 70 60 50 40 30 20 10 0 Yes No INTERPRETATION: mostly all the employees are in full satisfaction regarding the right type of training aids are provided for training and a very few of them feel otherwise.
substantial number of employees are content with the way the training is conducted. Some of the superiors do not bother to make Development Action Plans and submit to the trainers. Observation and findings.INTERPRETATION: Superiors seem to be very supportive in Training programmes. The cooperation between the colleagues and the level of support they share with each other binds them in an attachment towards the company. as maximum number of employees responses are positive regarding support from the superiors. the desired effects are not seen. still there is a scope to analyze at micro level whether the negatives respondents were either non attentive confronted confused or otherwise. The statc and superficial approach of the supervision needs to be dealt with appropriately 59 . based up on the data there is a scope to take corrective action. Observation and findings Though by and large. However progressive feedback relating to change in the behavioral pattern and scope for redesigning subsequent training programs need to be examined & explored in proper perspective Regional behavior and language influence is higher during training and even after delivering their language.
5. Proper care should be taken while selecting the trainers. should be suggested by the employees themselves to make them feel valued at the organization. Nis Sparta trainers must be given continuous feedback and the training should be performed as a continuous planned activity. preserved properly and updated timely. attitude is the factor which is the dividing line between failure and success. Thus recruitment of the employees must be made not only on skills and attitude but also the attitude of the employee. Rescheduling the programmed in advice and informing the participant with due lead time may alleviate the logistic problem the proximity. The DAP( Development Action Plans) must be prepared and given to the trainers as soon as possible for further follow up from the side of the trainers. The raining records must be maintained. enhancing and overall rating about the training programmed. the trainers have to travel but sometimes the logistics and arrangement is non-satisfactory. Suggestions In today‘s competitive world. Solution to some of the problems faced by the employees. 60 . Co –ordination and interaction of the employees of all levels must be encouraged to locate new talents among employees. The reality learning and simulations were thoroughly enjoyed by the employees who have received it. New and different trainers should be invited so that the maximum impact can be got from the training programmes. he has a positive effect on the climate. If an employee has a positive attitude then training for him can be more effective. approachability and accessibility are the three majar parameter while considering the venue The findings from the data analysis from the questionnaire show a positive improvement. The training is mainly conducted all around India.
The NIS – Sparta is performing its role up to the mark and the trainees enjoy the training imparted especially the reality learning and simulation. As it is recognized fact that we cannot survive in tomorrow business‘s world with yesterdays method. If we have to meet the challenges of technology. Assists the employees to acquire skills.6. The training imparted meets the objectives like: Effectiveness of the training and its resultant in the performance of the employees. Appendices Format Post Training Report Code RNA:FR:28:01 Title of the programme: ReFoRMS Start Date: 22 Aug 08 Error! Not a valid link. social and economic we have to train the HR irrespective to their category at which they work in the organization. knowledge and attitude and also enhance the same. 61 . Helps to motivate employees and helps in avoiding mistakes. the observations and the experience during the training period gives a very positive conclusion/ impression regarding the training imparted by the NIS – Sparta trainers. Conclusion Analysis of all the facts & figures. It becomes quite clear that there is no other alternative or short cut to the development of human resources. End Date: 28 Aug 08 Error! Not a valid link. And hence the continuous development of HR is prime need of todays organization.
Location: PUNE Number of Participants: 11 Channel Partner Type: RMS – CRE’s Observers: NA Signature of PC: Ajit Hiray Name of PC: Ajit Hiray Error! Not a valid link. Date: 29 Aug 08 62 .
85 Quantitative Faculty / Course Feedback Qualitative Faculty / Course Feedback (Please capture all qualitative feedback in form of bullet points) Trainer behaviour was very good. Trainer taught us step by step and in simple Hindi & Marathi language which was understood by all. processes. customer service and also about the company. Training was beneficial and will be helpful in doing our job effectively. 63 . If somebody did not understand a point.93 Average Program Feedback: 4. processes and systems. Was understanding and helpful.1. Trainer helped in clarifying all our doubts & queries related to products. trainer explained the same once again by giving different examples. systems. Also provided lot of information. Trainer treated everyone objectively and fairly. FEEDBACK ON PROGRAM DELIVERY: Average Faculty Feedback: 4. Training helped in getting lot of information on products.
Data Cards. FWP. etc. 64 . . Learned how to handle different types of customers. .Prepaid & Postpaid tariff plans. Simplify. ICCM used in our RMS. calling cards. Learned how to find out the customers requirement and how to offer the right solution to customer‘s requirement. Clarify. LMS. VAS.Reliance Communications and the ADA group. .Various systems like RCC.Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance.Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points) Through this training we got good information about – . This training also helped in improving our selling skills and customer handling skills.The product – Mobiles. .
2. FEEDBACK ON PARTICIPANTS: Please ensure that the following documents are attached with the PTR. 2. List of Certified Participants 65 . as applicable: S No 1. where applicable and the following table is filled completely. Item Quantity Details 1 Maximum Attendance: 11 Number of Drop-outs: 2 Attendance Sheet Participant Test Papers Session Name: Day 2 Written Day: 2 Test Session Name: Day 3 Written Day: 3 Test Session Name: Day 4 Written Day: 4 Test Session Name: Day 6 Final Test Session Name: Day 6 Role Play Assessment Day: 6 Day: 6 Average Test Score: 19 Average Test Score: 19 Average Test Score: 18 Average Test Score: 87 Average Test Score: 32 Total Participants: 11 Number of People Certified and to be issued clarify id: 9 not to be issued clarify id: NA 3.
processes and systems. Needs to be a little more polished in her communication and presentation skills. presentation and selling skills. SHREE ENT. However needs to put in lot of efforts to learn about products. NIDHI COMM. 28 28 28 28 28 28 28 28 28 28 28 66 . Has grasped well. SWIFT COMM TRIPURA COMM. COMM. YES 7 7. Praveen has performed well. coaching or support requirements) Foll Date any 1. YES 7 4. Has to improve his tariff plan. Also needs to improve his non verbal communication. Has good communication skills. Has good process and product knowledge. YASH COMM. SUKRITI SPRIHA SANDIP PATIL RACHANA PHANSE DIPTI SAPKAL YES NO NO YES 5 0 0 9 Vishal has performed good. Sukriti has scored fairly. ABSCONDING ABSENT Dipti’s overall performance was very good. process and systems knowledge. process. Has good mobile product. Needs to be more polite. Also needs improvement in his communication skills Prashant has performed good. Needs to improve his process knowledge. 8 2. YES 7 6.DEVELOPMENT ACTION PLAN FOR PARTICIPANTS S No Participant Name Clarify ID Channel Partner Name / ZE name Ability to Implement Acquired Skills at Work (1:Very Poor 10:Excellent) CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training. YES 8 3. YES 6 5. VISHAL PALKARError! Not a valid link. Has grasped well. Has grasped well. Sharnu’s performance has been good. Has good system and product knowledge. 10. systems and process knowledge. R. Is a little aggressive. Needs to improve her understanding and selling skills. MOONLIGH T GALLERY VITHALLA COMM. AKENDRA COMM. Pallavi has performed good. process and system knowledge. Also needs to improve his presentation skills. Needs to improve her VAS. VINOD BIRAJDAR PRASHANT PUKALE NAMRATA JAGTAP PRAVEEN MITHAPELLI SHARANU JANGLI PALLAVI PAWAR YES PRABHA COMM. Has good product. Is customer focused. Is customer focused and has good selling skills. Needs to be more proactive in proving information to customers. 9. Also needs to be customer focused while interacting with customer and improve her communication skills. Needs to improve his product. handset feature. ORBIT COMM. process and system knowledge. Needs to improve on her communication. Is very confident in sales. system and process knowledge. Also communication and selling skills need to be improved. YES 6 8. Has good product. 11. Vinod’s overall performance has been good. Needs to improve his data product knowledge and presentation skills.S. system and customer handling knowledge. Namrata has performed very good in written exams. Has been able to grasp fairly.
mentioning specific cases.3. in the following areas: PROCESSES : NA POLICIES : NA INFRASTRUCTURE : NA COMPETITION (SCHEMES) : NA COMPETENCY OF PARTICIPANTS : NA 67 . FEEDBACK ON INFRASTRUCTURE & LOGIsTICS: Please enter the overall rating for the following parameters: Area of Feedback 1 Low Overall Rating 2 3 4 5 High Venue Food IT Support & connectivity Discipline (Dress code. start time etc) Material availability & adequacy * * * * * 4. FEEDBACK ON EXTERNAL BLOCKS: Please list any external bottlenecks for improvement.
ANY OTHER : NA 68 .
role-plays etc appropriate for the audience from this region) : NA : NA : NA Quality and Applicability of Job Aids Quality of Tests : NA : NA : NA : NA : NA : NA 69 . examples. FEEDBACK ON CONTENT: (Please fill this up if this is your first/second program) Please enter the overall rating for the following parameters relating to content: Area of Feedback 1 Low Overall Rating 2 3 4 5 High Language* Concept & Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises. role-plays etc appropriate for the audience from this region) Quality and Applicability of Job Aids. where applicable Quality of Tests * * * * * * Please detail the following wherever overall rating is lower than 4: Area of Feedback Language* Spelling mistakes Difficult language Too technical Too many abbreviations Modules / Sessions : NA Identified Gaps : NA Suggested Modification : NA Concept & Simplicity of Application Exercises (Quantity and Quality) : NA : NA : NA : NA : NA : NA Cultural Sensitivity (are the exercises.5. examples.
D = Disagree. the content and the training environment. A = Agree. Rating Guide * * * SD = Strongly Disagree. Please provide your comments in the space provided below. We are especially interested in your assessment about the trainer. 1 2 3 4 TRAINER Created an environment which helped me learn Helped me learn at my pace Listened to and responded to my concerns and queries SD D N A SA NA Presented the information to me in a logical and structured manner 5 Demonstrated a sense of humour 6 Helped in relating the content to my job context 7 Treated me objectively and fairly 8 Talked to me and not down to me 9 Was passionate and enjoyed what he was doing Was prepared with knowledge.Source Signature Date PC AJIT HIRAYError! Not a valid link. SA = Strongly Agree. We value your professional assessment of this course. information and 10 resources for my learning Comments 70 . Your feedback will help us improve this course further. 29 Aug 08 Destination Signature Date SOH AMIT GIRDHAR 29 Aug 08 ASSESSMENT SHEET Dear participant. N = Neutral. NA = Not Applicable Please tick appropriate box.
I rate this training course as Poor Fair Good Very Good SD D N A SA NA Outstanding Comments 71 . and logically tailored to my needs Was engaging and exciting Helped me prepare for my job by providing vital knowledge and information Was appropriate for the subject I wanted to learn SD D N A SA NA Comments 16 17 18 19 20 TRAINING ENVIRONMENT The room was free of any distractions or disturbances Lighting and ambience was conducive and adequate The appropriate aids were available and functioning Seating was adequate and comfortable Services met my requirements and expectations SD D N A SA NA Comments 21 22 23 24 OVERALL This course is a key step in my journey to becoming effective on my job Benefits far outweigh the time and money spent to attend the course I will recommend this course to my colleagues as an essential learning experience Overall.11 12 13 14 15 CONTENT Was simple to understand and follow Was structured.
3. 2. Three things that you should do differently 1. 72 . 3. 2.Three things that you should continue 1.