A PROJECT REPORT ON “To study, analyze and evaluate Training and development practices imparted by NIS- Sparta at Reliance
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.
I am thankful to my family and friends who have helped and supported me to make this project a success. I am also obliged and indebted to Dr.NIS Sparta for his cooperation extended to me by providing necessary information & timely help. K. Allana Institute of Management Sciences. Contractor
.D. Singh – Director. enabling me to successfully complete this project report.
Sadiya A. S. I am particularly grateful to Mr. Amit Kumar Girdhar. Head .State Operations (Maharashtra & Goa) .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.my internal guide for the valuable suggestions and encouragement in completing this project successfully.Bagade.K. Pune and Prof.
. I have tried my best to perform my task.DECLARATION
I am very well aware of the ethics and guidelines one has to follow while working on a project in a disciplined manner.
Sadiya A. The theoretical part is gathered from various Human Resource reference books whose quotations have been mentioned in bibliography. All the information mentioned here throughout the project is true to the best of my knowledge. Being aware of a project regarding its Factuality and Authenticity. And I declare it as true and the collection made through own website and by my own personal observation and experience.
To know the perception of the employees regarding training methods in Reliance Communication To identify how training assists the employees to acquire skills. Swargate . 7 loves chowk.Project Title: ―To study.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.
. analyze and evaluate Training and development practices NIS.Sparta and its resultant in the performance of the employees.Sparta at Reliance Communication (June – August 2008)‖
Organization: Reliance Communication. To study whether training helps to motivate employees and helps in avoiding mistakes.knowledge and attitude and also enhance the same.
For our project we required information like knowledge about the employees understanding . The questionnaire contains questions and provides space. A request is made to participants to fill up the questionnaire and send it back within a specified time. a list of questions related to subject is prepared and given to participants. Hence we have taken a insight at the performance of the employees through evaluation of performance. Gives opportunity of expression without fear of embarrassment. May be difficult to construct. through questionnaires and data received by the management.
QUESTIONNAIRE: In this method.skills generated and the mastery gained during the training. It has limited effectiveness in getting at the causes of problems and possible solutions. Is relatively inexpensive.
Limitations: Little provision for free expression of unanticipated responses.
Advantages: Can reach many people in a short time. Yields data easily summarized and reported.
SCOPE OF THE PROJECT:
training programmed. swargate is nearly 200 employees and it is still expanding.
This project covers training. My project mainly deals with the present method of training given at Reliance Communication during my tenure of the project.
The scope/range of this project report is not too far stretching to the whole of Reliance Communication. Pune. Pune rather it only covers the training and development activities conducted By NIS – Sparta for its employees. 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.
Research tool: Questionnaires and the evaluation of the performance to check the effectiveness of training imparted. The questions were both structured and unstructured.
1. July – August 2008. Major findings: Employees are content with the way the training is conducted. and training evaluation and excludes all other human resources activities conducted before and after training. Population and Sample size: The number of employees working in Reliance communication.
he has a positive effect on the climate. Suggestions In today‘s competitive world. attitude is the factor which is the dividing line between failure and success. enhancing and overall rating about the training programme. the desired effects are not seen. If an employee has a positive attitude then training for him can be more effective. The findings from the data analysis from the questionnaire show a positive improvement.
. The cooperation between the colleagues and the level of support they share with each other binds them in an attachment towards the company. Regional behavior and language influence is higher during training and even after delivering their language.
3. Some of the superiors do not bother to make Development Action Plans and submit to the trainers. Thus recruitment of the employees must be made not only on skills and attitude but also the attitude of the employee. The training is mainly conducted all around India. The reality learning and simulations were thoroughly enjoyed by the employees who have received it. the trainers have to travel but sometimes the logistics and arrangement is non-satisfactory.
The NIS – Sparta is performing its role up to the mark and the trainees enjoy the training imparted especially the reality learning and simulation.
4. 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. Conclusion Analysis of all the facts & figures. The raining records must be maintained. should be suggested by the employees themselves to make them feel valued at the organization. preserved properly and updated timely. New and different trainers should be invited so that the maximum impact can be got from the training programmes. Nis Sparta trainers must be given continuous feedback and the training should be performed as a continuous planned activity. The training imparted meets the objectives like: Effectiveness of the training and its resultant in the performance of the employees.
. Co –ordination and interaction of the employees of all levels must be encouraged to locate new talents among employees. Proper care should be taken while selecting the trainers. Solution to some of the problems faced by the employees. the observations and the experience during the training period gives a very positive conclusion/ impression regarding the training imparted by the NIS – Sparta trainers.
If we have to meet the challenges of technology.
. And hence the continuous development of HR is prime need of todays organization. Helps to motivate employees and helps in avoiding mistakes. As it is recognized fact that we cannot survive in tomorrow business‘s world with yesterdays method.
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. 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.
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
INTRODUCTION TO THE STUDY
training. The divisions included in HRM are Recruitment. Industrial Relation. and compensating the employees in organization.
Studying training activities
Analyzing training programme
Evaluating the training. and functions that are designed to maximize both organizational as well as employee effectiveness Scope of HRM without a doubt is vast. making yet another addition to the Reliance family. Retention. It ensures that randomness is reduced and learning or behavioral change takes place in structured format.
TRAINING AND DEVELOPMENT is a subsystem of an organization. Hence I have taken this topic for my project. The training is imparted by NIS Sparta. Asia's premier Performance Enhancement Solutions organization. Performance Management. etc. It comprises of the functions and principles that are applied to retaining. On July 7.
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. etc Human Resource Management is defined as the set of activities.HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization. programs. Reliance Infocomm acquired NIS Sparta. healthcare. My project deals with training and development of the employees at reliance communication. It is also applicable to non-business organizations. All the activities of employee. from the time of his entry into an organization until he leaves. Training and Development. Out of all these divisions. one such important division is training and development.
Following are the areas of Training & Development I tried to cover-up in my work. 2004. come under the horizon of HRM. Payroll.
. such as education. developing.
this is mistake because ongoing training for current employees helps them adjust to rapidly changing job requirements.MY PROJECT The project report presented here is primarily concerned with training and development part of employees in the organization. so they can increase their productivity. Due to daily changing business environment. Evaluation plays a significant part in every step of the training process. ability. The main objective of training programme to determine if they are accomplishing specific . If you hire and keep good
employees. The quality of employees and their development through training and education are major factors in determining long term profitability of a business.
IMPORTANCE OF TRAINING AND DEVELOPMENT
. Evaluation is the systematic appraisal by which we determine
the worth. Now a days many organizations are conducting training programme to improve the productivity of employees. It is important that evaluation be a planned or systematic effort that is built from the start of the training process. Training often is considered for new employees only.. 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.e.correcting performance deficiencies. manufacturing process. value or meaning of something to someone . it is good policy to invest in the development of their skills. training objectives. 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 . Training and development is always an important aspect of the growth of a company and the individual employees as well. and talent required to cope up with the market competition. i.
Training and development is a routine based. As a management trainee I myself come through various aspects like performance appraisal.
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. quantity. 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. July – August 2008 This project covers training. training programmed. My project mainly deals with the present method of training given at Reliance Communication during my tenure of the project. payroll management. non-stop practice. and training evaluation and excludes all other human resources activities conducted before and after training.
Evaluating the productivity of the employees can very well recognize how to distribute your workforce. and effectiveness etc of the product by the means of suitable training. making them much more capable in out performing various activities with high professions and accuracy by using advance technical/mechanical tools and equipments. labors related laws and issues etc during my training and development project. Development of the employee comes handy with training activities. which a growing business organization must conduct to achieve their production target. This information gathered after conducting training programmed which is immensely helpful for the human resources manager and the whole department.
. Pune rather it only covers the training and development activities conducted By NIS – Sparta for its employees.
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. observation. and practical experience during my summer internship programmed where i was a member of the team working in the training and development of employees
Top-level strategic type of decisions and information too are not taken under study to avoid any favor to the business counter parts. 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. Due to Time Constraints.I tried to perform this project in best possible manner to avoid any lacuna or lack ness. In spite of all my efforts In this regard but due to the far stretching activities conducted at Reliance Communications. Due to security reasons. I was not able to touch all aspects of training and development.
. The data presented here is taken by prepared questionnaire (open ended and closed ended) and information and feedback received from the management. 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. my project lack in some of the following heads Where there is a chance of further elaborating study on the same subject. I could not attend the training conducted which would give me a practical experience.
Reliance Communications is a service industry and it daily launches new products with new technologies.Shri Dhirubhai H Ambani.COMPANY PROFILE
28.. Dealing with foreign market they required people who help
.the 70th birthday of the Reliance group founder.
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group (ADAG) of companies.each time they required to evaluate the recently completed training programme. Taking in to consideration the changing lifestyles and the end users habits Reliance Communications will disseminate information at a low cost. Shri. Dhirubhai H Ambani . Listed on the National Stock Exchange and the Bombay Stock Exchange. Create new customer experiences.So. Reliance Communication was launched on December 28.by far. Above all.them to increase productivity of the organization and sales of product. ―Make a telephone call cheaper than a post card‖. Constantly strive to be ahead of the world.So they have given me that apportunity to evaluate the training programme. History In the year 2000.which. they frequently organize the training programme for newly joined and current employee. Reliance Communications will pave the way to make India a global leader in the knowledge age. the Infocomm plans were announced….2002.was the largest infocom structure that the country had seen so far… Reliance Communication launched first Reliance India Mobile on December 28. As they conduct the training programm frequently . Reliance Communications will transform thousands of villages and hundreds of towns and cities across the country. and leapfrog India into the center stage of global infocomm space‖
.2002 . ―We will create the next generation communication network and information technology infrastructure that will bring immense value to every Indian. it is India‘s leading integrated telecommunication company with over 55 million customers.the 70th birthday of the Reliance group founder.
―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.
. and professional organization. system driven.Make the tools of infocomm available to people at an affordable cost. We will also generate value for our capabilities beyond Indian borders and enable millions of India's knowledge workers to deliver their services globally.ications that will enhance productivity of enterprises and individuals. national and international long distance services. Only when you dream it you can do it‖. covering mobile and fixed line telephony including broadband. Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said. data services and a wide range of value added services and app.‖ Mission Reliance Communication will offer a complete range of telecom services. Mr. ―Growth has no limit at reliance. I keep revising my vision.‖
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. The fact that he took barely a quarter of a century to do that is what makes this achievement special.Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the world‘s top Fortune 500 corporations.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. We will offer unparalleled value to create customer delight and enhance business productivity.
Reliance Communications offers a wide range of applications including hour-to-hour news updates. bill payment and stock prices. This includes Video Chat. seasonal updates including festival specials. credit card transaction from mobile phone. Digital Customized Music.
Reliance – ADA Group
. downloadable multilingual Ring Tones. Virtual Office. It aims to achieve this by putting the power of information and communication in the hads of people of India at affordable costs. Digital Storage. High Speed Internet. Products: Reliance Communication is a service industry. Reliance Communications brings Real Broadband experience to Indians for the first time through a host of unique applications and services. high quality video streaming. exam results. Multi-player Online Gaming. city & TV guides. astrology. Digital Movie.Digital Electronic News Gathering Service and E-Learning.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. Multi-location Video Conference. mobile banking.
Infocomm Group Companies
Infocomm Business Associate Companies
Reliance communication Pvt.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. 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
AS Manager Manager HR Manager Admin
Dst HR executive
Executive (Salary unit)
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
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.VISION
Key industry verticals The undisputed leader in the learning solutions domain. NIS Sparta‘s clientele comprises of industry leaders in a number of key sectors. Pune ‗Udyog Rattan Award‘ by the Institute of Economic Studies
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. To know the perception of the employees regarding training methods in Reliance Communication. To identify how training assists the employees to acquire skills.
To study whether training helps to motivate employees and helps in avoiding mistakes.knowledge and attitude and also enhance the same.
.Sparta and its resultant in the performance of the employees.
Therefore after selecting the candidates. of whatever types they may be. training is not important but if it is not the case.
THE TRAINING PROCESS: ASSESSMENT PHASE Assess training need of different group of employee Define objectives
PLANING TRAINING Design training programme Define Methods. which took place in Britain in 18 century. content of programme About trainer Place and time of training programme
.REVIEW OF LITERATURE REVIEW OF LITERATURE
When the candidates are recruited from outside or selected.
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. in that case. it is expected that they must perform their jobs with maximum efficiency and competence. it is observed that all organizations. Era of vocational training th started during industrial revolution. If current job occupants meet this requirement. it is very essential to raise the skill levels. The apprentice‘s working n different factories use to get vocational training in the form of direct instructions in the operation of machines. automatic machines increased and because of rapidly changing techniques the need of training is recognized as one of the most important organizational activities. At present. promoted from inside. increase the versatility and adaptability of the job occupants by giving them necessary and appropriate training. Thereafter specially when use of computers. need to have well trained experienced and skilled people to perform various activities.
Outdated prevention : Training and development programmes foster the initiative and creativity of employees and help to prevent manpower obsolenscence.Group and individual. 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. Training Objectives: To raise the productivity :Increased human performance often directly leads to increased operational productivity and increased company profit. To improve quality in work : Improvement in quality may be in relation to company‘s product / service.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.e. which may be due to
. when there is performance deficiency Assessment of training needs occurs at the group level too.Any change in the organization‘s strategy necessitates training of group of employees.CONDUCT OF TRAINING
EVALUATION Evaluation of training programme Check.
To improve organization climate: An endless chain of positive reactions results from a wellplanned training programme. 3. financial incentives may then be increased. 4. TRAINING METHODS
. Industry associations. Members of the personnel staff. 2. Production and product quality may improve . SELECTION OF TRAINERS Training and development programmes may be conducted by several people. Outside consultants. Large organizations generally maintain their own training departments whose staff conducts the programmes. temperament or mptivation or the inability of a person to adapt himself to technological changes. Co-worker. and enlightened altruistic philosophy. 7. and make enhanced personal growth. Faculty members at universities. Personal growth: Management development programmes seem to give participants a wider awareness . less supervisory pressure may result. Immediate supervisors. an enlarged skill. Soecialists in other parts of the company. recommendations of supervisorsor by the HR department itself. SELECTION OF TRAINEES Trainees should be selected on the basis of self-nomination. 5.age. 6. including following 1.
role-playing and discussion.a costly errors. Demonstrations and examples : In the demonstration techniques.It is a training in crafts. Training is in the form of lectures. an employee is placed in a new job and is told how it may be performed. machine operation .clerk. conferences.text materials. case studies. Simulation : Simulation is atechnique which duplicates the actual condition encountered on a job.It is a very efficient technique of training semi skilled personnel e. 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.This methods enables the trainee to concentrate on learning the new skill rather than on performing an actual job. This method is essential in cases in which actual on-the-job practice might result in a serious injury. 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‖.trades and in technical areas.On-the-job training : Almost every employee. and with orienting him to his immediate problems. 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.typists etc.Theoretical training is given in the classroom while the practical work is conducted on the production line.the trainer describes and displays.pictures.when he joins a firm. Trainees‘ interest and employees‘ motivation are high in simulation exercises because he actions of a trainee closely duplicate the ―real job‖ conditions.g.discussions etc. This technique is a very expensive one. 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.It is primarily concerned with developing is an employee skills and habits consistent with the existing practices of an organization. Demonstrations are often used in combination with lectures. Apprenticeship : Apprenticeship training is the oldest and most commonly used methods.A major part of training time is spent on-thejob production work Classroom training:
. testers. Under this method.
explainations. 2004.method can be useful when large group are to be taught. Concepts or
principles. 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.
STUDYING TRAINING ACTIVITIES AT RELIANCE COMMUNICATION
On July 7. initiates the discussion going. c) Seminar or team discussion : There are different methods of conducting seminar. b) The Conference Method : In this technique. d) Case studies : The person in charge of training make out a case. the participating individuals confer to
discuss points of common interest to each other. Asia's premier Performance Enhancement Solutions organization. e) play.The lecture metho can be useful when large groups are to be trained within a short time. trainees act out a given role as they would in a stage basically involves employee-employer relationships hirind. firing.Nis Sparta trainers impart training to all the five business employee namely: 36
disciplining etc. When the trainees are given cases to analyse. g) T-group training : This comprises of Audio-visual aids and planned reading
programmes. They are asked to identify the problem and recommend tentative solutions. conducted according to organized plan. thus reducing the cost per trainee.a)
Lectures: Simplest way of imparting knowledge to trainees is by lecture. Conference is a formal meeting.attitude. 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.It Role Playing : in role playing . Reliance Infocomm acquired NIS Sparta.
PERSONAL ENTERPRISE HOME GLOBAL WORLD
Training is given for three aspects: 1. It can be positive or negative. post-paid(landline or mobile). Amway and Subhiksa.
Knowledge based training revolves around product. They also have distributors for pre paid connections and direct sales team for post paid connections. 3. plans offering to the customers. Attitude Skill is required for customer orientation.1.etc. 2. crazy Olympics and orientation. time management and behaviour. Customer care. Skill 2. Attitude is some thing that is within the person itself. knowledge based training. The distribution takes place at places like Big bazaar. Training Here training is imparted on the products i. competition knowledge and Market Intelligence. process of the company.
TRAINING BY NIS SPARTA
Under each and every business of RCom. Such training is imparted by Nis Sparta trainers through simulations and outbound activities and reality learning like raft building . PCO. training imparted differs at each vertical and for each business. e-recharge. Knowledge 3. 5. data cards vouchers. They are thought how to deal with customer care & complaints along with front desk etiquettes which is skill based training. It is a 21 days programme.e. Here attitude training is given by the academy of NIS Sparta. leadership. Let us begin with the businesses one by one: Personal It deals with Pre-paid. Thay are known as Reliance Web World expresses. There are channels for retail outlets that sell landline and mobile.
Wireless broadbands There is a direct sales team for distribution. This is even more informative and all the necessary training of products is completed. He gets the certificate of MCMP after that second training is conducted and he is monitored for one year. Installors The planning team takes the charge which includes the field sales associate and the sales associate. After successful completion of both the training . drilling. It has after sales department to look into any customer complaints. This test is called as MCMP (My Credit My Progress). This test is called as MCMP (My Credit My Progress). Enterprise wireless groups This caters to the corporate. he can be considered for career growth in the same business. ii. 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 afer which second level of training is given. This is even more informative and all the necessary training of products is completed. Then he is on the job for 6 months. he can be considered for career growth in the same business. knowledge based training. Training Here training is imparted on the products i. Then he is on the job for 6 months. iii. He gets the certificate of MCMP after that second training is conducted and he is monitored for one year. Home It deals with the technical training of wiring. After the induction reforms training they have to undergo a test in which they have to score at least 70%. distribution is done with the sales force and the installers of disc is done by the field force
. set up box. Enterprise : It deals with broadband `s: i. After the induction reforms training they have to undergo a test in which they have to score at least 70%. After successful completion of both the trsining . 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.e.
e. Reality Learning® covers a wide variety and facets of learning methodologies. under sea cables connecting different countries for communication. a. a revolutionary new concept in learning effectiveness. FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed and well established company. It has semi company owned outlets.
b. NNOC (National Network Operation Centre) is a reliance baby wher people sit and monitor the optical fibres. It is at Bombay and Hyderabad. Reality training 2.
NIS Sparta imparts training:
. Evolved by NIS Sparta after over eleven years of research and development. 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. Enterprise business groups 3. Training Here knowledge based training is not required as these people of FLAG and NNOC are the best at their job. Global business It deals with optical fibres i. Academy
Reality learning NIS Sparta has pioneered Reality Learning®.
apart from skills. ABLE® uses multiple simulation formats to address differing requirements. a Management Development Program and even a programme designed to develop the Killer Instinct in sales teams. Outbound Training Programmes 2. Participants in the learning intervention are placed in a highly competitive and uncertain environment where the need is to achieve a pre-determined objective. Business Simulations
Adventure Based Learning Experience (ABLE®) One of the ways in which Reality Learning® is executed is through Adventure Based Learning Experiences (ABLE). ABLE® is a war simulation scenario drawing from the learning of strategy and tactics applied in military science. a Team Building Program. 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
. leadership crisis as well as to accomplish defined goals before proceeding ahead. maps. anger. enthusiasm and joy. For instance. laptops.
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learning®: Orienteering Orienteering comprises of an expedition with two teams. compass. stress.1. to facilitate the process of translating learning into practice. ABLE® can be designed as a Leadership Program. each attempting to operate within limited resources and having to deal with multiple contingencies. and other select equipments. ABLE® becomes especially unique as it also captures emotions like disappointment. ABLE® equipment comprises of wireless sets. Two observers from NIS Sparta accompany each team.
foresight and the ability to perform a variety of movements with the body involving strength. assertiveness. of an ongoing work team. explosiveness. Hence. material strengths and the ability to persevere. a task force. thinking skills. confidence. Unlike may other sports that are a ‗learned art‘ and difficult to perfect. It is the truest test of an individual‘s athleticism. requiring that competitors possess a very diverse set of skills and abilities – the most important of these are: Agility. responsiveness. 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.Crazy Olympics is a multi-faceted sport. Crazy Olympics requires participants to master their instinctive talents. technique and a mastery of energy and weight transfer. coordination. and raise their body consciousness/ awareness levels to new heights. Each team consists of at least four members and no more than eight members. endurance. intelligence. balance. or a project team. 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
. the reason Crazy Olympics are deployed as a one of the primary training tools by Armed Forces around the world.
3. Powerful learning emerges in debrief when the participant‘s experiences are linked to their real-world situations. Experiential learning is a key driver of everything we do.the business unit operates The NIS Academy to create and enhance employability of individuals through a number of short and long-term educational programmes. The solutions offered by the business unit include training and delivery. 2. Experiential learning fosters an environment of accelerated learning through self-discovery and participation. effective changes in behaviour by understanding the wide range of consequences of their choices and accepting responsibility for them. research based projects and experiential learning.
NIS SPARTA ACADEMY
. creation of customised content. Employability Solutions Group (ESG) .the business unit fulfills our group companies‘ training needs.Business Simulations Experiential learning forms the basis of Business Simulations. Strategic Employability Group (SEG) . understand and experience how their own behavior can change to significantly and positively impact their performance back on their job. Enterprise Business Group (EBG) .addresses the needs of organisations in various industry verticals.
EBG 1. People see. and is a distinct point of difference in the marketplace. All Business Simulations enable people to make permanent.
The NIS Academy has facilitated the growth and development of over 50. in which bugs are worked out of the training program by presenting it to a small representative audience. increasing their ability to deal with ambiguity and stress. changes in design and technique of production.
. till date. instructional design. measurable knowledge and performance objectives based on any deficiencies. Training programs enhance overall organizational efficiency and effectiveness. The academy performs two key roles in the education sector. the training function is required to be organized properly and systematically. in which management assesses the program's successes or failures. In the second step. There may be a third validation step. one as an education provider to individuals seeking basic skills. The NIS Academy‘s programmes are based on innovative and interactive teaching methodologies derived from the experiences gained while training the corporate world. and second. providing for industries .the first. identifies the specific job performance skills needed. 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. etc.
Training programs consists of five steps . Sales & Marketing. Professional skills of students are honed in areas like team building. compile and produce the training program content. or need analysis step. Currently. assesses the prospective training skills. with plans to open more centres across the country. enhancing flexibility and adaptability. you decide on. The fourth step is to implement the program by actually training the targeted employee group. Fifth step is an evaluation step.The NIS Academy is a premier educational institution.000 students and aspirants. which out of the introduction. Established in 1991. training programs are gaining importance because they help to solve various problems. the academy operates learning centres in 42 cities in the country.competent manpower and recruitment services for enhancing their skills and building their knowledge base.
CONDUCTING A TRAINING PROGRAMME Now-days. severe competition. Therefore to be very effective. and develops specific. set up by NIS Sparta Ltd. of new lines of production. tackling challenges and taking initiatives. The NIS Academy equips students to excel in the area of Customer Care. change in the volume of business.
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:
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:
day and time and venue is finalized and all the employees are made aware of. The training is conducted and completed as per the schedule.
At Reliance communication training is conducted for each business: Personal. The training given mainly resolves around Knowledge of the products and processes for each vertical and level. The venue is finalized and all logistics are prepared.
TRAINING METHODS & TOOLS
Considering the type of training.
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared. designations and department and than a proper schedule with date. skill or attitude.The gathered information is forwarded to human resources officials for consultation and then the training objectives are established. The training calendar is prepared monthly with the name of the trainees and the trainer. Home and World. Global. Enterprise.
List of employees are first of all collected with there name. The training plan is prepared. skill or attitude. The methods and tools are also finalized once the type of training is decided whether it is knowledge. The training objective is prepared after finding the requirement of training whether the gaps are about knowledge. Then the objective of training is established and efforts to accomplish started. a suitable training method and required tools and equipments are finalized.
we ask him about the training which he has undergone in previous program.e. faculties and book venue for training program and the logistics involved is arranged. we prepare the training calendar on yearly basis.
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only . For this we seek the following information. head of department is asked to write that did he require any specific training to update his job requirement.
. If there is necessity for any specific skill then we are training him accordingly. we inform the nominee. We consider his previous skill and qualifications etc. venue for the program and training. Nominate the persons for program. One is self-appraisal and other head of department appraisal.
It is the duty of the superiors to prepare the DAP i. We sent candidates for training in house/ external depending upon the nature of training. they follow up with the superiors. the PTR is prepared. When candidate is appearing for an interview. After the individual feedback is received by the trainees. After one month we are taking feedback of the concerned participant about his improvement in his skill or reschedule program. Like wise.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. Based on the annual calendar we prepare annual budget for training and seek the approval. The PTR is forwarded to the immediate superiors. After training calendar is ready.
POST TRAINING After completion of training we take feedback from the participant about the trainers. After identification of training needs. The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful.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 annual appraisal there are two types of appraisals. Based on this we are preparing annual calendar. In appraisal there is point mentioned if they require any specific training for updating their job. 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. Post Training Report. finding the faculty.
objectives have been achieved.Based on these we are preparing quarterly graphs for presentation to the top management. work environment of the company. There we highlight what is our target and what we have achieved. In training and development activities we are conducting employee's satisfaction survey. Based on this report we also see that is it necessary to improve our employee awareness level. In training field evaluation has been taken not only to assessment of value but also collection and analysis of data. Weakness within the established training program can be identified and accordingly training programs can be modified and improved properly. After completion of training we keep his training record in his personal file and also in soft copies. 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. 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. Less effective program can be withdrawn in order to save time. The training evaluation can justify the expenditure incurved in giving training and help the organization to determine to what extent. safety awareness in his department. where general points about company like his improvement in his working. and work culture of the company etc.
Like this we are also taking employees awareness report from each employee in which we cover certain point about his job awareness. whether the results are far away from the target or are nearby the target. money and efforts. In this survey we conclude that where the management is lacking or any steps are required to improve the satisfaction of our employees. Evaluation of training is the last but very important stage of any training program.
TRAINING EVALUATION Evaluation means the assessment of value or worth. salary package.
. It simply means the act of judging whether or not the activity has achieved the set target.
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. 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.Kirkpatrick’s learning and training evaluation theory Donald L Kirkpatrick's training evaluation model . My data is based on questionnaire prepared as well as the data available by the management. which was design to achieve.
Evaluation gives the correct image of development of the employee and its ability skills and the productivity. What was his reaction to the training. how much he has learned and are there any changes in the behavior and the results in his performance. 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.
This project covers training. July – August 2008. Secondary data: The data is the collected and processed information by some other person or organization. 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. and training evaluation and excludes all other human resources activities conducted before and after training. So we have to look insight the performance of the employees through evaluation of their performance.
REQUIREMENT: For our project we required information like knowledge about the employees understanding. My project mainly deals with the present method of training given at Reliance Communication during my tenure of the project. a course of critical and scientific inquiry.RESEARCH METHODOLOGY
Definition : Research Methodology is a systematic way of investigation directed to the discovery of some facts by careful study of a subject. through questionnaire and data given by the management
SOURCE OF INFORMATION:Primary data: The data is collected for the first time hence is fresh and happens to be original in nature. Pune rather it only covers the training and development activities conducted By NIS – Sparta for its employees. Secondary data are gathered from the official website of the company and from reference books .
. skills generated and the mastery gained during training. (A) Scope
The scope/range of this project report is not too far stretching to the whole of Reliance Communication.
(3) Design Of The Questionnaire:The questionnaire is the most common tool in collecting data. Objective of the project: To study the effectiveness of the training imparted by NIS.
6. so it should be carefully developed.knowledge and attitude and also enhance the same. To know the perception of the employees regarding training methods in Reliance Communication. To study whether training helps to motivate employees and helps in avoiding mistakes.
METHOD USED FOR DATA COLLECTION:-
Questionnaire and data available with the management. tested and debugged before they are administered on a large scale.(D)
RESEARCH TOOL:For the data collection we used structured close-ended questionnaire as well as open ended questions. To identify how training assists the employees to acquire skills.
(4) Research Instrument:Questionnaires and information from the management
(5) Analyzing The Information:-
. 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. 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.Sparta and its resultant in the performance of the employees. Formulation Of Objective:After taken the project we formulate the objective.
(9) Recommendation:Should write some suggestion. (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. first we need to arrange that in table as the questionnaire.
Data Analysis and interpretation
. as given by analysis of the data by the management and the questionnaire. which gather.For analyzing the data. (6) Data Tabulation:We arrange the data in the form of table. it was mainly open ended so we had not face much problem.
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. Here we come to know the willingness of the organization regarding the employees and the cost they are bearing for that purpose. Training is so crucial that there is no need to mention its significance to the organization and as well as to the individual employees. A good management always tries to cut down the unnecessary and unwanted expenditure of money. efficiency depends upon the performance level of the employee. Analysis and interpretation of trainee’s questionnaire: Table 1 :Represents the different methods of training and its convenience to the employees. which one has to consider while dealing with the activities of training and development in the field of human resources. 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 has bundles of numbers of actions to be performed in daily routine work and hence lot of quality. Method No of employees On Job Training 50 Classroom training 35 Both 15
. Training begins right from the recruitment of an employee and follows thought the life span of the job of each employee of that organization.Training program in business organizations are taking new shapes and dimensions. in other words earning a healthy profit.
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.
Rating of training No of employees
Table 2 : Represents the rating of training schedule.
Table 3 : Represents the satisfaction level of employees undergone training.70 60 50 40
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
satisfaction of employees
INTERPRETATION Almost all the employees say that they were satisfied with the way the training activities are conducted while some people were dissatisfied.
Employees response No of employees
May be 20
Development of the employees
70 60 50 40 30 20 10 0 Yes No May be
Table 4: Represents the degree of development among the employees after the training was given.
Maximum numbers of employees show a positive response in terms of their development.
Improvement status No of employees
Non progresses 10
Cant say 20
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. some feel they are not at all developed and others showed a passive response.
Table 6:Represents the degree to which the employees have successfully achieved their training objectives.
Table 5: Represents the improvement in skill and attitude and future aspects.
Table 7) Represents the response of the employees regarding training aids provided for the training.Degree of achievement No of employees
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
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.
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
Level of support
80 60 40 20 0 Full Average
substantial number of employees are content with the way the training is conducted. 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. 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. Some of the superiors do not bother to make Development Action Plans and submit to the trainers. based up on the data there is a scope to take corrective action.INTERPRETATION: Superiors seem to be very supportive in Training programmes. as maximum number of employees responses are positive regarding support from the superiors. The statc and superficial approach of the supervision needs to be dealt with appropriately
Observation and findings
Though by and large.
Observation and findings. The cooperation between the colleagues and the level of support they share with each other binds them in an attachment towards the company.
should be suggested by the employees themselves to make them feel valued at the organization. preserved properly and updated timely. If an employee has a positive attitude then training for him can be more effective. Thus recruitment of the employees must be made not only on skills and attitude but also the attitude of the employee. attitude is the factor which is the dividing line between failure and success.
5. Nis Sparta trainers must be given continuous feedback and the training should be performed as a continuous planned activity. Solution to some of the problems faced by the employees. Co –ordination and interaction of the employees of all levels must be encouraged to locate new talents among employees. Proper care should be taken while selecting the trainers. New and different trainers should be invited so that the maximum impact can be got from the training programmes. The reality learning and simulations were thoroughly enjoyed by the employees who have received it. The raining records must be maintained. 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. Rescheduling the programmed in advice and informing the participant with due lead time may alleviate the logistic problem the proximity. he has a positive effect on the climate.
. The training is mainly conducted all around India. Suggestions In today‘s competitive world. enhancing and overall rating about the training programmed. the trainers have to travel but sometimes the logistics and arrangement is non-satisfactory. 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 observations and the experience during the training period gives a very positive conclusion/ impression regarding the training imparted by the NIS – Sparta trainers.6. Helps to motivate employees and helps in avoiding mistakes.
. The training imparted meets the objectives like: Effectiveness of the training and its resultant in the performance of the employees. social and economic we have to train the HR irrespective to their category at which they work in the organization. It becomes quite clear that there is no other alternative or short cut to the development of human resources. As it is recognized fact that we cannot survive in tomorrow business‘s world with yesterdays method. knowledge and attitude and also enhance the same. Assists the employees to acquire skills. If we have to meet the challenges of technology.
Format Post Training Report Code RNA:FR:28:01
Title of the programme: ReFoRMS
Start Date: 22 Aug 08
Error! Not a valid link. Conclusion Analysis of all the facts & figures.
End Date: 28 Aug 08
Error! Not a valid link. The NIS – Sparta is performing its role up to the mark and the trainees enjoy the training imparted especially the reality learning and simulation. And hence the continuous development of HR is prime need of todays organization.
Number of Participants: 11
Channel Partner Type: RMS – CRE’s
Signature of PC: Ajit Hiray Name of PC: Ajit Hiray
Error! Not a valid link.
Date: 29 Aug 08
93 Average Program Feedback: 4. processes and systems.
. Training was beneficial and will be helpful in doing our job effectively. Trainer taught us step by step and in simple Hindi & Marathi language which was understood by all. trainer explained the same once again by giving different examples.
FEEDBACK ON PROGRAM DELIVERY: Average Faculty Feedback: 4.1. customer service and also about the company.85
Quantitative Faculty / Course Feedback
Qualitative Faculty / Course Feedback
(Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good. If somebody did not understand a point. Was understanding and helpful. processes. systems. Trainer helped in clarifying all our doubts & queries related to products. Also provided lot of information. Training helped in getting lot of information on products. Trainer treated everyone objectively and fairly.
. Simplify. . Clarify. VAS. Learned how to handle different types of customers. Learned how to find out the customers requirement and how to offer the right solution to customer‘s requirement. FWP. .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 –
. etc.Various systems like RCC. This training also helped in improving our selling skills and customer handling skills.Prepaid & Postpaid tariff plans. ICCM used in our RMS.Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance.Reliance Communications and the ADA group. LMS. .
. calling cards.The product – Mobiles. Data Cards.
where applicable and the following table is filled completely. FEEDBACK ON PARTICIPANTS: Please ensure that the following documents are attached with the PTR.2.
List of Certified Participants
. as applicable: S No 1. 2. Item Quantity Details 1 Maximum Attendance: 11 Number of Drop-outs: 2
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
Sukriti has scored fairly. Has good communication skills. Also needs improvement in his communication skills Prashant has performed good. ABSCONDING ABSENT Dipti’s overall performance was very good. Has grasped well. system and customer handling knowledge.
2. handset feature. presentation and selling skills. Needs to improve on her communication.
5. MOONLIGH T GALLERY VITHALLA COMM. Is customer focused. Is customer focused and has good selling skills. Has good product. Namrata has performed very good in written exams. process. Has good mobile product.S. Also communication and selling skills need to be improved. Has grasped well. However needs to put in lot of efforts to learn about products. ORBIT COMM. YASH COMM. Needs to be more polite.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. Is a little aggressive. AKENDRA COMM. COMM. SWIFT COMM TRIPURA COMM. Has to improve his tariff plan. Also needs to improve his non verbal communication. processes and systems.
4. Needs to be a little more polished in her communication and presentation skills. R. Has good system and product knowledge. process and systems knowledge.
SUKRITI SPRIHA SANDIP PATIL RACHANA PHANSE DIPTI SAPKAL
YES NO NO YES
5 0 0 9
Vishal has performed good. Sharnu’s performance has been good. Needs to improve his data product knowledge and presentation skills. Also needs to be customer focused while interacting with customer and improve her communication skills. NIDHI COMM.
6. Needs to improve his product.
7. 9. process and system knowledge. 11. coaching or support requirements)
Foll Date any
1. Has good process and product knowledge. Vinod’s overall performance has been good. systems and process knowledge. Has grasped well. Praveen has performed well. Needs to be more proactive in proving information to customers. VINOD BIRAJDAR PRASHANT PUKALE NAMRATA JAGTAP PRAVEEN MITHAPELLI SHARANU JANGLI PALLAVI PAWAR
PRABHA COMM. Has been able to grasp fairly. Is very confident in sales. Needs to improve her VAS.
8. Has good product. process and system knowledge.
VISHAL PALKARError! Not a valid link. system and process knowledge. SHREE ENT.
28 28 28 28
. Also needs to improve his presentation skills. Needs to improve her understanding and selling skills. 10. Pallavi has performed good. Needs to improve his process knowledge.
FEEDBACK ON INFRASTRUCTURE & LOGIsTICS: Please enter the overall rating for the following parameters: Area of Feedback
2 3 4 5 High
Venue Food IT Support & connectivity Discipline (Dress code. in the following areas:
PROCESSES : NA
POLICIES : NA
INFRASTRUCTURE : NA
COMPETITION (SCHEMES) : NA
COMPETENCY OF PARTICIPANTS : NA
. mentioning specific cases.3. FEEDBACK ON EXTERNAL BLOCKS:
Please list any external bottlenecks for improvement. start time etc) Material availability & adequacy
* * * * *
ANY OTHER : NA
role-plays etc appropriate for the audience from this region)
Quality and Applicability of Job Aids Quality of Tests
. examples. 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
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)
(are the exercises. 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
2 3 4 5 High
Concept & Simplicity of Application
Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises.5.
NA = Not Applicable Please tick appropriate box. D = Disagree.
* * * SD = Strongly Disagree. SA = Strongly Agree.
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
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. the content and the training environment. We are especially interested in your assessment about the trainer. 29 Aug 08
Destination Signature Date
SOH AMIT GIRDHAR 29 Aug 08
Dear participant. N = Neutral. A = Agree. Please provide your comments in the space provided below. Your feedback will help us improve this course further. information and 10 resources for my learning Comments
. We value your professional assessment of this course.
11 12 13 14 15
CONTENT Was simple to understand and follow Was structured. 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
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
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. I rate this training course as Poor Fair Good Very Good
Three things that you should do differently
1.Three things that you should continue
1. 3. 2. 3.