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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.
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.NIS Sparta for his cooperation extended to me by providing necessary information & timely help.D. I am thankful to my family and friends who have helped and supported me to make this project a success. I am particularly grateful to Mr. Allana Institute of Management Sciences.my internal guide for the valuable suggestions and encouragement in completing this project successfully.State Operations (Maharashtra & Goa) . Contractor 4 . enabling me to successfully complete this project report. Singh – Director. I am also obliged and indebted to Dr. S. Pune and Prof. Amit Kumar Girdhar. Head . Sadiya A.Bagade. K.K.
Contractor ----------------------- 5 . 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. And I declare it as true and the collection made through own website and by my own personal observation and experience. Being aware of a project regarding its Factuality and Authenticity.DECLARATION I am very well aware of the ethics and guidelines one has to follow while working on a project in a disciplined manner. The theoretical part is gathered from various Human Resource reference books whose quotations have been mentioned in bibliography. Sadiya A.
EXECUTIVE SUMMARY EXECUTIVE SUMMARY 6 .
Research methodology: 7 . 7 loves chowk.Project Title: ―To study. analyze and evaluate Training and development practices NIS.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.knowledge and attitude and also enhance the same. Swargate . To know the perception of the employees regarding training methods in Reliance Communication To identify how training assists the employees to acquire skills.Sparta and its resultant in the performance of the employees.Sparta at Reliance Communication (June – August 2008)‖ imparted by Organization: Reliance Communication. To study whether training helps to motivate employees and helps in avoiding mistakes.
For our project we required information like knowledge about the employees understanding . through questionnaires and data received by the management. May be difficult to construct.skills generated and the mastery gained during the training. Hence we have taken a insight at the performance of the employees through evaluation of performance. Is relatively inexpensive. SCOPE OF THE PROJECT: 8 . a list of questions related to subject is prepared and given to participants. Yields data easily summarized and reported. A request is made to participants to fill up the questionnaire and send it back within a specified time. The questionnaire contains questions and provides space. Advantages: Can reach many people in a short time. Gives opportunity of expression without fear of embarrassment. Limitations: Little provision for free expression of unanticipated responses. It has limited effectiveness in getting at the causes of problems and possible solutions. QUESTIONNAIRE: In this method.
Pune rather it only covers the training and development activities conducted By NIS – Sparta for its employees. 2. and training evaluation and excludes all other human resources activities conducted before and after training. 9 . training programmed. 1. The questions were both structured and unstructured. July – August 2008. 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. swargate is nearly 200 employees and it is still expanding. Population and Sample size: The number of employees working in Reliance communication. This project covers training. Research tool: Questionnaires and the evaluation of the performance to check the effectiveness of training imparted. The scope/range of this project report is not too far stretching to the whole of Reliance Communication. Major findings: Employees are content with the way the training is conducted. Pune. My project mainly deals with the present method of training given at Reliance Communication during my tenure of the project.
enhancing and overall rating about the training programme. Suggestions In today‘s competitive world. Regional behavior and language influence is higher during training and even after delivering their language. 3. The reality learning and simulations were thoroughly enjoyed by the employees who have received it. the desired effects are not seen. The training is mainly conducted all around India. The findings from the data analysis from the questionnaire show a positive improvement. he has a positive effect on the climate. 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. 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. 10 . The cooperation between the colleagues and the level of support they share with each other binds them in an attachment towards the company. If an employee has a positive attitude then training for him can be more effective.
11 . Conclusion Analysis of all the facts & figures. 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. should be suggested by the employees themselves to make them feel valued at the organization. the observations and the experience during the training period gives a very positive conclusion/ impression regarding the training imparted by the NIS – Sparta trainers. 4. Co –ordination and interaction of the employees of all levels must be encouraged to locate new talents among employees. The training imparted meets the objectives like: Effectiveness of the training and its resultant in the performance of the 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 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. preserved properly and updated timely. The NIS – Sparta is performing its role up to the mark and the trainees enjoy the training imparted especially the reality learning and simulation. The raining records must be maintained.
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. If we have to meet the challenges of technology. And hence the continuous development of HR is prime need of todays organization. 12 . As it is recognized fact that we cannot survive in tomorrow business‘s world with yesterdays method. Helps to motivate employees and helps in avoiding mistakes. knowledge and attitude and also enhance the same.
CONTENT/INDEX. 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 .
INTRODUCTION INTRODUCTION TO THE STUDY 14 .
It comprises of the functions and principles that are applied to retaining. and functions that are designed to maximize both organizational as well as employee effectiveness Scope of HRM without a doubt is vast. 15 . healthcare. All the activities of employee. and compensating the employees in organization. TRAINING AND DEVELOPMENT is a subsystem of an organization. 2004. developing.HUMAN RESOURCE MANAGEMENT Human Resource Management is defined as the people who staff and manage organization. come under the horizon of HRM. programs. one such important division is training and development. from the time of his entry into an organization until he leaves. 1) Studying training activities 2) Analyzing training programme 3) Evaluating the training. Industrial Relation. making yet another addition to the Reliance family. Asia's premier Performance Enhancement Solutions organization. The training is imparted by NIS Sparta. such as education. Following are the areas of Training & Development I tried to cover-up in my work. etc. etc Human Resource Management is defined as the set of activities. Hence I have taken this topic for my project. It ensures that randomness is reduced and learning or behavioral change takes place in structured format. Performance Management. My project deals with training and development of the employees at reliance communication. On July 7. Reliance Infocomm acquired NIS Sparta. Out of all these divisions. It is also applicable to non-business organizations. Payroll. 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. Retention. Training and Development. The divisions included in HRM are Recruitment. training.
If you hire and keep good employees. and talent required to cope up with the market competition. Due to daily changing business environment. 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. value or meaning of something to someone . Training often is considered for new employees only.e.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.correcting performance deficiencies. this is mistake because ongoing training for current employees helps them adjust to rapidly changing job requirements. Training and development is always an important aspect of the growth of a company and the individual employees as well. i. it is good policy to invest in the development of their skills. Evaluation plays a significant part in every step of the training process. manufacturing process. so they can increase their productivity.. Evaluation is the systematic appraisal by which we determine the worth. The main objective of training programme to determine if they are accomplishing specific . 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 . ability. It is important that evaluation be a planned or systematic effort that is built from the start of the training process. Now a days many organizations are conducting training programme to improve the productivity of employees. IMPORTANCE OF TRAINING AND DEVELOPMENT 16 . training objectives.
training programmed.Training and development is a routine based. payroll management. which a growing business organization must conduct to achieve their production target. and training evaluation and excludes all other human resources activities conducted before and after training. Pune rather it only covers the training and development activities conducted By NIS – Sparta for its employees. From organizational point of view it is very crucial to assure the quality. This information gathered after conducting training programmed which is immensely helpful for the human resources manager and the whole department. quantity. 17 . July – August 2008 This project covers training. My project mainly deals with the present method of training given at Reliance Communication during my tenure of the project. making them much more capable in out performing various activities with high professions and accuracy by using advance technical/mechanical tools and equipments. non-stop practice. 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. Development of the employee comes handy with training activities. Evaluating the productivity of the employees can very well recognize how to distribute your workforce. SCOPE OF THE PROJECT : The scope/range of this project report is not too far stretching to the whole of Reliance Communication. As a management trainee I myself come through various aspects like performance appraisal. and effectiveness etc of the product by the means of suitable training. labors related laws and issues etc during my training and development project.
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 18 . LIMITATIONS: The project is a collection of study.
I tried to perform this project in best possible manner to avoid any lacuna or lack ness. Due to Time Constraints. 19 . 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 lack in some of the following heads Where there is a chance of further elaborating study on the same subject. In spite of all my efforts In this regard but due to the far stretching activities conducted at Reliance Communications. No research has been conducted on this topic for the purpose of this project thus holds a complete field research and development. I was not able to touch all aspects of training and development. Some information being very sensitive as far as organization is concerned is left untouched and not mentioned in any way. Due to security reasons. I could not attend the training conducted which would give me a practical experience. The data presented here is taken by prepared questionnaire (open ended and closed ended) and information and feedback received from the management. 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.
the 70th birthday of the Reliance group founder.2002.Pune was launched on December 28. Reliance Communications is a service industry and it daily launches new products with new technologies..Shri Dhirubhai H Ambani. Dealing with foreign market they required people who help 20 .COMPANY PROFILE COMPANY PROFILE Reliance Communications Ltd.
2002.So they have given me that apportunity to evaluate the training programme. Above all. Create new customer experiences.them to increase productivity of the organization and sales of product. Reliance Communications will transform thousands of villages and hundreds of towns and cities across the country.each time they required to evaluate the recently completed training programme. History In the year 2000. Taking in to consideration the changing lifestyles and the end users habits Reliance Communications will disseminate information at a low cost. Listed on the National Stock Exchange and the Bombay Stock Exchange.So.was the largest infocom structure that the country had seen so far… Reliance Communication launched first Reliance India Mobile on December 28. Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group (ADAG) of companies. Reliance Communications will pave the way to make India a global leader in the knowledge age.by far. and leapfrog India into the center stage of global infocomm space‖ 21 . As they conduct the training programm frequently . the Infocomm plans were announced….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. Reliance Communication was launched on December 28. Dhirubhai H Ambani .which. Shri. they frequently organize the training programme for newly joined and current employee. ―Make a telephone call cheaper than a post card‖. Constantly strive to be ahead of the world.the 70th birthday of the Reliance group founder.
The only way forward is to focus on our Customer & Customer Service. ―Growth has no limit at reliance. We will also generate value for our capabilities beyond Indian borders and enable millions of India's knowledge workers to deliver their services globally. The fact that he took barely a quarter of a century to do that is what makes this achievement special. We will offer unparalleled value to create customer delight and enhance business productivity. 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. covering mobile and fixed line telephony including broadband.‖ Mission Reliance Communication will offer a complete range of telecom services. and professional organization. ―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.Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the world‘s top Fortune 500 corporations. national and international long distance services.ications that will enhance productivity of enterprises and individuals.. 22 . data services and a wide range of value added services and app.Make the tools of infocomm available to people at an affordable cost.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‖. I keep revising my vision. Mr. system driven.
credit card transaction from mobile phone. It aims to achieve this by putting the power of information and communication in the hads of people of India at affordable costs. Multi-player Online Gaming. downloadable multilingual Ring Tones. high quality video streaming. seasonal updates including festival specials. mobile banking. High Speed Internet. Digital Movie. Reliance – ADA Group RelianceADA Group 23 . city & TV guides. Reliance Communications offers a wide range of applications including hour-to-hour news updates. exam results. Multi-location Video Conference. Digital Storage.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. astrology. Digital Customized Music. Products: Reliance Communication is a service industry. bill payment and stock prices. Virtual Office.Digital Electronic News Gathering Service and E-Learning. Reliance Communications brings Real Broadband experience to Indians for the first time through a host of unique applications and services. This includes Video Chat.
Infocomm Group Companies Infocomm Business Associate Companies Energy Companies Adlabs Others Reliance communication Pvt. 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.
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
NIS Sparta‘s clientele comprises of industry leaders in a number of key sectors. Pune ‗Udyog Rattan Award‘ by the Institute of Economic Studies 29 . 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 CORE PURPOSE Key industry verticals The undisputed leader in the learning solutions domain.
To identify how training assists the employees to acquire skills. 30 .knowledge and attitude and also enhance the same. To know the perception of the employees regarding training methods in Reliance Communication. 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 study whether training helps to motivate employees and helps in avoiding mistakes.Sparta and its resultant in the performance of the employees.
increase the versatility and adaptability of the job occupants by giving them necessary and appropriate training. Training is required to be given to employees to keep them updated effective and efficient. of whatever types they may be. promoted from inside. Therefore after selecting the candidates. 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 not important but if it is not the case. it is observed that all organizations.REVIEW OF LITERATURE REVIEW OF LITERATURE When the candidates are recruited from outside or selected. At present. THE TRAINING PROCESS: ASSESSMENT PHASE Assess training need of different group of employee Define objectives PLANING TRAINING Design training programme Define Methods. it is expected that they must perform their jobs with maximum efficiency and competence. the next logical step is to train them for better performance. content of programme About trainer Place and time of training programme 32 . need to have well trained experienced and skilled people to perform various activities. Era of vocational training th started during industrial revolution. which took place in Britain in 18 century. in that case. it is very essential to raise the skill levels. Thereafter specially when use of computers. If current job occupants meet this requirement. automatic machines increased and because of rapidly changing techniques the need of training is recognized as one of the most important organizational activities.
To improve health and safety : Proper training can help prevent industrial accidents. which may be due to 33 . An Individual obviously needs training when her or his performance falls short of standars i. Outdated prevention : Training and development programmes foster the initiative and creativity of employees and help to prevent manpower obsolenscence. 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.Any change in the organization‘s strategy necessitates training of group of employees.e.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.CONDUCT OF TRAINING EVALUATION Evaluation of training programme Check. when there is performance deficiency Assessment of training needs occurs at the group level too.Group and individual.
TRAINING METHODS 34 . Immediate supervisors. 3. Soecialists in other parts of the company. SELECTION OF TRAINERS Training and development programmes may be conducted by several people. financial incentives may then be increased. To improve organization climate: An endless chain of positive reactions results from a wellplanned training programme. Personal growth: Management development programmes seem to give participants a wider awareness . temperament or mptivation or the inability of a person to adapt himself to technological changes. Outside consultants. Production and product quality may improve . including following 1. recommendations of supervisorsor by the HR department itself. and enlightened altruistic philosophy. Members of the personnel staff. an enlarged skill. 7. SELECTION OF TRAINEES Trainees should be selected on the basis of self-nomination. 6. and make enhanced personal growth. Faculty members at universities. 4. 5. less supervisory pressure may result. Large organizations generally maintain their own training departments whose staff conducts the programmes.age. 2. Co-worker. Industry associations.
clerk.trades and in technical areas. Under this method. an employee is placed in a new job and is told how it may be performed. Apprenticeship : Apprenticeship training is the oldest and most commonly used methods.pictures.discussions etc. This technique is a very expensive one.when he joins a firm.typists etc.text materials. Demonstrations are often used in combination with lectures.a costly errors.Theoretical training is given in the classroom while the practical work is conducted on the production line.It is a training in crafts.This methods enables the trainee to concentrate on learning the new skill rather than on performing an actual job. Trainees‘ interest and employees‘ motivation are high in simulation exercises because he actions of a trainee closely duplicate the ―real job‖ conditions.g. Simulation : Simulation is atechnique which duplicates the actual condition encountered on a job. This method is essential in cases in which actual on-the-job practice might result in a serious injury. case studies. 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.the trainer describes and displays. 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. Demonstrations and examples : In the demonstration techniques. and with orienting him to his immediate problems. from the clerk to company president gets some ―on-the-job training‖.A major part of training time is spent on-thejob production work Classroom training: 35 . machine operation .It is primarily concerned with developing is an employee skills and habits consistent with the existing practices of an organization. testers. 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. Vestibule training (training-centre training): Vestibule training method attempts to duplicate on-the-job situation in a company classroom.It is a very efficient technique of training semi skilled personnel e. conferences. Training is in the form of lectures.On-the-job training : Almost every employee. role-playing and discussion.
Concepts or principles. trainees act out a given role as they would in a stage basically involves employee-employer relationships hirind. initiates the discussion going. 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. 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. e) play. d) Case studies : The person in charge of training make out a case. STUDYING TRAINING ACTIVITIES AT RELIANCE COMMUNICATION On July 7.a) Lectures: Simplest way of imparting knowledge to trainees is by lecture. c) Seminar or team discussion : There are different methods of conducting seminar. Conference is a formal meeting.method can be useful when large group are to be taught. firing.interviews disciplining etc. They are asked to identify the problem and recommend tentative solutions. conducted according to organized plan.Nis Sparta trainers impart training to all the five business employee namely: 36 .It Role Playing : in role playing .provides necessary explainations. b) The Conference Method : In this technique. When the trainees are given cases to analyse. 2004. g) T-group training : This comprises of Audio-visual aids and planned reading programmes. Reliance Infocomm acquired NIS Sparta. thus reducing the cost per trainee. the participating individuals confer to discuss points of common interest to each other.The lecture metho can be useful when large groups are to be trained within a short time.attitude. Asia's premier Performance Enhancement Solutions organization.
Attitude is some thing that is within the person itself. training imparted differs at each vertical and for each business. Attitude Skill is required for customer orientation. 37 . crazy Olympics and orientation. TRAINING BY NIS SPARTA Under each and every business of RCom. PCO. Knowledge based training revolves around product.e. The distribution takes place at places like Big bazaar. Let us begin with the businesses one by one: Personal It deals with Pre-paid. There are channels for retail outlets that sell landline and mobile. Knowledge 3. It can be positive or negative. 3. data cards vouchers. Skill 2. 2. leadership. It is a 21 days programme. knowledge based training. post-paid(landline or mobile). They also have distributors for pre paid connections and direct sales team for post paid connections.etc. Such training is imparted by Nis Sparta trainers through simulations and outbound activities and reality learning like raft building . They are thought how to deal with customer care & complaints along with front desk etiquettes which is skill based training. 5. process of the company. competition knowledge and Market Intelligence. Customer care. Amway and Subhiksa. plans offering to the customers. Thay are known as Reliance Web World expresses. PERSONAL ENTERPRISE HOME GLOBAL WORLD Training is given for three aspects: 1.1. time management and behaviour. 4. e-recharge. Training Here training is imparted on the products i. Here attitude training is given by the academy of NIS Sparta.
knowledge based training. It has after sales department to look into any customer complaints. Installors The planning team takes the charge which includes the field sales associate and the sales associate. Enterprise : It deals with broadband `s: i. This is even more informative and all the necessary training of products is completed. After the induction reforms training they have to undergo a test in which they have to score at least 70%. He gets the certificate of MCMP after that second training is conducted and he is monitored for one year. he can be considered for career growth in the same business. Enterprise wireless groups This caters to the corporate. set up box. ii. 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. He gets the certificate of MCMP after that second training is conducted and he is monitored for one year. This test is called as MCMP (My Credit My Progress).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. Training Here training is imparted on the products i. This test is called as MCMP (My Credit My Progress). This is even more informative and all the necessary training of products is completed. After successful completion of both the training . Then he is on the job for 6 months. Home It deals with the technical training of wiring. After successful completion of both the trsining . drilling.e. distribution is done with the sales force and the installers of disc is done by the field force 38 . Then he is on the job for 6 months. iii. Wireless broadbands There is a direct sales team for distribution. After the induction reforms training they have to undergo a test in which they have to score at least 70%. They are thought how to deal with customer care & complaints along with front desk etiquettes which is skill based training. he can be considered for career growth in the same business.
Global business It deals with optical fibres i. Reality training 2. 39 . It has semi company owned outlets. It is at Bombay and Hyderabad. a revolutionary new concept in learning effectiveness. Evolved by NIS Sparta after over eleven years of research and development. FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed and well established company. Only skill and behavioral and attitude training is imparted NATIONAL NETWORK OPERATION CENTRE World It deals with web world retails. Reality Learning® covers a wide variety and facets of learning methodologies. NNOC (National Network Operation Centre) is a reliance baby wher people sit and monitor the optical fibres. b. under sea cables connecting different countries for communication. Rcom has taken over FLAG. a. 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. NIS Sparta imparts training: 1.e. Academy Reality learning NIS Sparta has pioneered Reality Learning®.
ABLE® can be designed as a Leadership 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 Crazy Olympics 40 . ABLE® uses multiple simulation formats to address differing requirements. maps. leadership crisis as well as to accomplish defined goals before proceeding ahead. ABLE® is a war simulation scenario drawing from the learning of strategy and tactics applied in military science. A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learning®: Orienteering Orienteering comprises of an expedition with two teams. stress. For instance. anger. each attempting to operate within limited resources and having to deal with multiple contingencies. Two observers from NIS Sparta accompany each team. Outbound Training Programmes 2. Business Simulations Adventure Based Learning Experience (ABLE®) One of the ways in which Reality Learning® is executed is through Adventure Based Learning Experiences (ABLE). a Management Development Program and even a programme designed to develop the Killer Instinct in sales teams. compass. apart from skills. and other select equipments. enthusiasm and joy. a Team Building Program. laptops.1. to facilitate the process of translating learning into practice. Participants in the learning intervention are placed in a highly competitive and uncertain environment where the need is to achieve a pre-determined objective. ABLE® becomes especially unique as it also captures emotions like disappointment. ABLE® equipment comprises of wireless sets.
assertiveness. explosiveness. intelligence. material strengths and the ability to persevere. thinking skills. technique and a mastery of energy and weight transfer. of an ongoing work team. confidence. It is the truest test of an individual‘s athleticism. coordination. 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. Each team consists of at least four members and no more than eight members. and raise their body consciousness/ awareness levels to new heights.Crazy Olympics is a multi-faceted sport. Crazy Olympics requires participants to master their instinctive talents. or a project team. foresight and the ability to perform a variety of movements with the body involving strength. endurance. Hence. 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 . balance. a task force. the reason Crazy Olympics are deployed as a one of the primary training tools by Armed Forces around the world. responsiveness. Unlike may other sports that are a ‗learned art‘ and difficult to perfect. requiring that competitors possess a very diverse set of skills and abilities – the most important of these are: Agility.
Experiential learning is a key driver of everything we do. research based projects and experiential learning.Business Simulations Experiential learning forms the basis of Business Simulations. 3. EBG 1. effective changes in behaviour by understanding the wide range of consequences of their choices and accepting responsibility for them. NIS SPARTA ACADEMY 42 .the business unit fulfills our group companies‘ training needs. and is a distinct point of difference in the marketplace. Employability Solutions Group (ESG) .addresses the needs of organisations in various industry verticals. Enterprise Business Group (EBG) . People see. 2. creation of customised content. 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.the business unit operates The NIS Academy to create and enhance employability of individuals through a number of short and long-term educational programmes. Strategic Employability Group (SEG) . Experiential learning fosters an environment of accelerated learning through self-discovery and participation. Powerful learning emerges in debrief when the participant‘s experiences are linked to their real-world situations. All Business Simulations enable people to make permanent.
which out of the introduction. tackling challenges and taking initiatives. providing for industries . There may be a third validation step. the training function is required to be organized properly and systematically. and second. Established in 1991. assesses the prospective training skills. in which bugs are worked out of the training program by presenting it to a small representative audience.competent manpower and recruitment services for enhancing their skills and building their knowledge base. or need analysis step. severe competition. in which management assesses the program's successes or failures. measurable knowledge and performance objectives based on any deficiencies. Therefore to be very effective.The NIS Academy is a premier educational institution. 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. training programs are gaining importance because they help to solve various problems. you decide on. etc. enhancing flexibility and adaptability. Sales & Marketing. The NIS Academy has facilitated the growth and development of over 50. 43 . till date. In the second step. Training programs enhance overall organizational efficiency and effectiveness. of new lines of production. CONDUCTING A TRAINING PROGRAMME Now-days. changes in design and technique of production. The NIS Academy equips students to excel in the area of Customer Care. compile and produce the training program content. and develops specific. The NIS Academy‘s programmes are based on innovative and interactive teaching methodologies derived from the experiences gained while training the corporate world. change in the volume of business. increasing their ability to deal with ambiguity and stress. Fifth step is an evaluation step. The fourth step is to implement the program by actually training the targeted employee group. The academy performs two key roles in the education sector.000 students and aspirants. identifies the specific job performance skills needed.the first. Training programs consists of five steps . Professional skills of students are honed in areas like team building. set up by NIS Sparta Ltd. one as an education provider to individuals seeking basic skills. the academy operates learning centres in 42 cities in the country. with plans to open more centres across the country. instructional design. Currently.
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 can be identified by the immediate superiors or by the employee‘s performance appraisal. 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 .
skill or attitude.The gathered information is forwarded to human resources officials for consultation and then the training objectives are established. (3) TRAINING PLAN Based on the collected data and discussions with hr manager training plan is prepared. 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. Then the objective of training is established and efforts to accomplish started. Home and World. The training plan is prepared. The venue is finalized and all logistics are prepared. 45 . day and time and venue is finalized and all the employees are made aware of. At Reliance communication training is conducted for each business: Personal. Global. Enterprise. skill or attitude. designations and department and than a proper schedule with date. (5) TRAINING IMPLEMENTATION: List of employees are first of all collected with there name. The training is conducted and completed as per the schedule. (4) TRAINING METHODS & TOOLS Considering the type of training. The training given mainly resolves around Knowledge of the products and processes for each vertical and level. The training calendar is prepared monthly with the name of the trainees and the trainer. The training objective is prepared after finding the requirement of training whether the gaps are about knowledge.
One is self-appraisal and other head of department appraisal. we inform the nominee. we prepare the training calendar on yearly basis. When candidate is appearing for an interview. After training calendar is ready.e. head of department is asked to write that did he require any specific training to update his job requirement.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. faculties and book venue for training program and the logistics involved is arranged. 46 . venue for the program and training. Based on the annual calendar we prepare annual budget for training and seek the approval. After one month we are taking feedback of the concerned participant about his improvement in his skill or reschedule program. After the individual feedback is received by the trainees. If there is necessity for any specific skill then we are training him accordingly. We sent candidates for training in house/ external depending upon the nature of training. The PTR is forwarded to the immediate superiors. After identification of training needs. We consider his previous skill and qualifications etc.In that we sent training identification form to the concerned head of the department with his departmental list along with list the training programs. Post Training Report. finding the faculty. In annual appraisal there are two types of appraisals. POST TRAINING After completion of training we take feedback from the participant about the trainers. 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. Like wise. Based on this we are preparing annual calendar. The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful. they follow up with the superiors. The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only . For this we seek the following information. It is the duty of the superiors to prepare the DAP i. the PTR is prepared. In appraisal there is point mentioned if they require any specific training for updating their job. Nominate the persons for program.
Less effective program can be withdrawn in order to save time. In training field evaluation has been taken not only to assessment of value but also collection and analysis of data. After completion of training we keep his training record in his personal file and also in soft copies. Based on this report we also see that is it necessary to improve our employee awareness level. where general points about company like his improvement in his working. Weakness within the established training program can be identified and accordingly training programs can be modified and improved properly. salary package. 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. In this survey we conclude that where the management is lacking or any steps are required to improve the satisfaction of our employees. safety awareness in his department. The training evaluation can justify the expenditure incurved in giving training and help the organization to determine to what extent. money and efforts. 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. 47 . It simply means the act of judging whether or not the activity has achieved the set target. objectives have been achieved.Based on these we are preparing quarterly graphs for presentation to the top management. There we highlight what is our target and what we have achieved. work environment of the company. 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 is the last but very important stage of any training program. TRAINING EVALUATION Evaluation means the assessment of value or worth. Like this we are also taking employees awareness report from each employee in which we cover certain point about his job awareness.
Kirkpatrick’s learning and training evaluation theory Donald L Kirkpatrick's training evaluation model . Evaluation gives the correct image of development of the employee and its ability skills and the productivity. 48 . which was design to achieve. 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.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. 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. My data is based on questionnaire prepared as well as the data available by the management. What was his reaction to the training.
and training evaluation and excludes all other human resources activities conducted before and after training. This project covers training. (A) Scope The scope/range of this project report is not too far stretching to the whole of Reliance Communication.RESEARCH METHODOLOGY Definition : Research Methodology is a systematic way of investigation directed to the discovery of some facts by careful study of a subject. Secondary data: The data is the collected and processed information by some other person or organization. Pune rather it only covers the training and development activities conducted By NIS – Sparta for its employees. skills generated and the mastery gained during training. 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. 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. Secondary data are gathered from the official website of the company and from reference books . 49 . So we have to look insight the performance of the employees through evaluation of their performance. 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. July – August 2008. training programmed. (B) REQUIREMENT: For our project we required information like knowledge about the employees understanding.
knowledge and attitude and also enhance the same. (E) METHOD USED FOR DATA COLLECTION:- Questionnaire and data available with the management. (4) Research Instrument:Questionnaires and information from the management (5) Analyzing The Information:- 50 . 6. so it should be carefully developed.(D) RESEARCH TOOL:For the data collection we used structured close-ended questionnaire as well as open ended questions. 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. Formulation Of Objective:After taken the project we formulate the objective. To know the perception of the employees regarding training methods in Reliance Communication. 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. tested and debugged before they are administered on a large scale. To identify how training assists the employees to acquire skills.Sparta and its resultant in the performance of the employees. Objective of the project: To study the effectiveness of the training imparted by NIS. To study whether training helps to motivate employees and helps in avoiding mistakes.
first we need to arrange that in table as the questionnaire. (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. (8) Conclusion:On the basis of finding there should be a short summary. (6) Data Tabulation:We arrange the data in the form of table. it was mainly open ended so we had not face much problem. (9) Recommendation:Should write some suggestion. Data Analysis and interpretation 51 . as given by analysis of the data by the management and the questionnaire.For analyzing the data. which gather.
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. A good management always tries to cut down the unnecessary and unwanted expenditure of money. in other words earning a healthy profit. which one has to consider while dealing with the activities of training and development in the field of human resources. Training begins right from the recruitment of an employee and follows thought the life span of the job of each employee of that organization. Method No of employees On Job Training 50 Classroom training 35 Both 15 52 . 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. 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. Here we come to know the willingness of the organization regarding the employees and the cost they are bearing for that purpose. efficiency depends upon the performance level of the employee.
Rating of training No of employees Convenient 65 Disturbing 30 Average 05 53 .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.
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.
Table 4: Represents the degree of development among the employees after the training was given. 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 .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.
Table 6:Represents the degree to which the employees have successfully achieved their training objectives. some feel they are not at all developed and others showed a passive response.INTERPRETATION Maximum numbers of employees show a positive response in terms of their development. 56 . Table 5: Represents the improvement in skill and attitude and future aspects. 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.
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.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.
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.
based up on the data there is a scope to take corrective action. the desired effects are not seen. 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. 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 59 . Observation and findings Though by and large. still there is a scope to analyze at micro level whether the negatives respondents were either non attentive confronted confused or otherwise. The cooperation between the colleagues and the level of support they share with each other binds them in an attachment towards the company. Some of the superiors do not bother to make Development Action Plans and submit to the trainers.INTERPRETATION: Superiors seem to be very supportive in Training programmes. substantial number of employees are content with the way the training is conducted. Observation and findings.
Nis Sparta trainers must be given continuous feedback and the training should be performed as a continuous planned activity. preserved properly and updated timely. Suggestions In today‘s competitive world. Rescheduling the programmed in advice and informing the participant with due lead time may alleviate the logistic problem the proximity. attitude is the factor which is the dividing line between failure and success. the trainers have to travel but sometimes the logistics and arrangement is non-satisfactory. Solution to some of the problems faced by the employees. enhancing and overall rating about the training programmed. Proper care should be taken while selecting the trainers. Co –ordination and interaction of the employees of all levels must be encouraged to locate new talents among employees. The raining records must be maintained. The training is mainly conducted all around India. 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. should be suggested by the employees themselves to make them feel valued at the organization. Thus recruitment of the employees must be made not only on skills and attitude but also the attitude of the employee. 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. 60 . he has a positive effect on the climate. 5. 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. If an employee has a positive attitude then training for him can be more effective.
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. Assists the employees to acquire skills. If we have to meet the challenges of technology. And hence the continuous development of HR is prime need of todays organization. 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. The NIS – Sparta is performing its role up to the mark and the trainees enjoy the training imparted especially the reality learning and simulation. Helps to motivate employees and helps in avoiding mistakes. End Date: 28 Aug 08 Error! Not a valid link. the observations and the experience during the training period gives a very positive conclusion/ impression regarding the training imparted by the NIS – Sparta trainers. knowledge and attitude and also enhance the same. 61 . 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. Conclusion Analysis of all the facts & figures.6.
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 .
Was understanding and helpful. If somebody did not understand a point. Trainer taught us step by step and in simple Hindi & Marathi language which was understood by all. customer service and also about the company. FEEDBACK ON PROGRAM DELIVERY: Average Faculty Feedback: 4. processes and systems. Training was beneficial and will be helpful in doing our job effectively. Also provided lot of information. systems. Trainer helped in clarifying all our doubts & queries related to products.93 Average Program Feedback: 4. 63 . processes. Training helped in getting lot of information on products.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 treated everyone objectively and fairly. trainer explained the same once again by giving different examples.1.
Clarify. etc.Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance. This training also helped in improving our selling skills and customer handling skills. FWP.Prepaid & Postpaid tariff plans. .Various systems like RCC. ICCM used in our RMS. .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 – . LMS.The product – Mobiles. .Reliance Communications and the ADA group. VAS. Data Cards. Learned how to handle different types of customers. 64 . calling cards. Simplify. Learned how to find out the customers requirement and how to offer the right solution to customer‘s requirement. .
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 3.2. as applicable: S No 1. 2. where applicable and the following table is filled completely. List of Certified Participants 65 . FEEDBACK ON PARTICIPANTS: Please ensure that the following documents are attached with the PTR.
Vinod’s overall performance has been good. VISHAL PALKARError! Not a valid link. Has good communication skills. Also needs improvement in his communication skills Prashant has performed good. Is customer focused and has good selling skills. AKENDRA COMM. Also needs to be customer focused while interacting with customer and improve her communication skills. Is very confident in sales. COMM. Namrata has performed very good in written exams. Has good product. Praveen has performed well. However needs to put in lot of efforts to learn about products. 8 2. Has good process and product knowledge. YES 7 6. presentation and selling skills. VINOD BIRAJDAR PRASHANT PUKALE NAMRATA JAGTAP PRAVEEN MITHAPELLI SHARANU JANGLI PALLAVI PAWAR YES PRABHA COMM. MOONLIGH T GALLERY VITHALLA COMM. Also needs to improve his non verbal communication. Also communication and selling skills need to be improved. Needs to be a little more polished in her communication and presentation skills. Needs to improve his product.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. Has good mobile product. Needs to improve her understanding and selling skills. 11. R. systems and process knowledge. SHREE ENT. system and customer handling knowledge. process. Has good system and product knowledge. Needs to improve her VAS. YASH COMM. Also needs to improve his presentation skills. Pallavi has performed good. Needs to improve his process knowledge. Has been able to grasp fairly. processes and systems. Needs to improve on her communication. Has grasped well. YES 6 8. ORBIT COMM. 28 28 28 28 28 28 28 28 28 28 28 66 . Sukriti has scored fairly.S. Needs to be more proactive in proving information to customers. ABSCONDING ABSENT Dipti’s overall performance was very good. handset feature. SUKRITI SPRIHA SANDIP PATIL RACHANA PHANSE DIPTI SAPKAL YES NO NO YES 5 0 0 9 Vishal has performed good. process and system knowledge. system and process knowledge. Has grasped well. 10. YES 6 5. YES 7 4. YES 7 7. coaching or support requirements) Foll Date any 1. Has to improve his tariff plan. Needs to be more polite. Has good product. process and system knowledge. Is a little aggressive. NIDHI COMM. Needs to improve his data product knowledge and presentation skills. YES 8 3. 9. Sharnu’s performance has been good. Has grasped well. process and systems knowledge. Is customer focused. SWIFT COMM TRIPURA COMM.
in the following areas: PROCESSES : NA POLICIES : NA INFRASTRUCTURE : NA COMPETITION (SCHEMES) : NA COMPETENCY OF PARTICIPANTS : NA 67 . FEEDBACK ON EXTERNAL BLOCKS: Please list any external bottlenecks for improvement. 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. mentioning specific cases. start time etc) Material availability & adequacy * * * * * 4.3.
ANY OTHER : NA 68 .
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. examples. 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. role-plays etc appropriate for the audience from this region) Quality and Applicability of Job Aids. 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.
NA = Not Applicable Please tick appropriate box. Your feedback will help us improve this course further. Rating Guide * * * SD = Strongly Disagree. We are especially interested in your assessment about the trainer. 29 Aug 08 Destination Signature Date SOH AMIT GIRDHAR 29 Aug 08 ASSESSMENT SHEET Dear participant.Source Signature Date PC AJIT HIRAYError! Not a valid link. the content and the training environment. A = Agree. N = Neutral. We value your professional assessment of this course. Please provide your comments in the space provided below. SA = Strongly Agree. D = Disagree. 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. information and 10 resources for my learning Comments 70 .
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. Three things that you should do differently 1. 2. 3. 2. 72 .Three things that you should continue 1.
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