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Effectivness of Training Development Project
Effectivness of Training Development Project
EXCEUTIVE SUMMARY
The project was undertaken to analyze the concept of, “Effectiveness of Training and
Development” in meeting the objectives of an organization and to adopt the best practices of
the industry to serve the customer.
The study was conducted in Bangalore with special reference to Manipal Speciality Hospital,
Rajarajeshwari nagar, Bangalore to study and analyze the Training and Development system
of Manipal and give suggestions to improve the Training system.
The Manipal Group is renowned worldwide for its pioneering work in healthcare and
education spanning five decades. Its Healthcare Division runs 15 hospitals. Manipal group
has ventured beyond the boundaries created by history, geography, nationality, genders,
socio-economic strata and found opportunities to create wealth of different kind - in the form
of health, knowledge and social security - working towards a better future. What makes Host
company different from its competitors is the superior quality of service and its willingness to
incorporate new technology. Today Manipal is trying to command a leadership position in the
service industry segment of Asia.
To study and analyze the present Training and Development system adopted.
An interview based on a questionnaire to know how does the employee feels in
general towards the organization and the training methods used.
The idea behind the study is to adopt the best practices and to eliminate the pitfalls of
the system.
The methodology used to realize the above objective involves collection of data through both
primary and secondary sources. For collecting the data, the questionnaire was developed and
distributed randomly to the employees and was requested them to fill the questionnaire. The
sample size of the research is 50 respondents.
After getting the responses from the respondents, analysis and interpretation was done. At the
end, suitable suggestions and recommendations, based on the findings of the study are given.
The entire project report is presented in the form of a report using chapter scheme, developed
logically and sequentially from “Introduction” to Bibliography and References.”
INDUSTRY PROFILE
INTRODUCTION
JnanaVikas Institute of Technology Page 2
Effectiveness of Training and Development
Health care means a wide and intensive form of services, which will be related to well being
of human beings. Health Care is a social sector. Health Care services are provided at state
level with the help of central government.
Health care is a wide and intensive industry, which covers Hospitals, Health Insurances,
Medical software, Health- equipments and Pharmacy in it.
I. Hospitals
II Medical insurance
III. Medical software
IV. Health equipments
India’s healthcare sector has made impressive strides in recent years. It has transformed to a
US$ 17 billion industry and is surging ahead with an annual growth rate of 13% a year. The
healthcare industry in India expected to grow in size to Rs 270,000 core by 2012. The
healthcare industry employs over four million people, which makes it one of the largest
service sectors in the economy of our country.
Healthcare is dependent on the people served; India’s huge population of a billion people
represents a big opportunity. People are spending more on healthcare. The rise in literacy
rate; the higher levels of income; and an increased awareness through the deep penetration of
media, has constituted to greater attention being paid to health. India has a very low density
of doctors. Infant mortality is amongst the highest in India.
Hospitals in India are running at 80-90% occupancy. Major corporations like the Manipal,
Apollo Group, Fortis, Max, Wockhardt, Piramal, Duncan, Ispat, Escorts have made
significant investments in setting up state-of–the-art private hospitals in cities like Mumbai,
New Delhi, Chennai and Hyderabad.
Good Healthcare in India is in extreme short supply and it is this gap that Corporate are
looking to plug. Most users of healthcare prefer private services to government ones. The
private Healthcare segment has grown into a formidable industry estimated to be Rs.8,00,000
crores. Using the latest technical equipment and the services of highly skilled medical
personnel these hospitals are in a position to provide a variety of general as well as
specialists’ services.
“India is well positioned to tap the top end of the $3 trillion global healthcare industry
because of the facilities and services it offers, and by leveraging the brand equity of Indian
healthcare professionals across the globe”, said Vinod Khanna, Union Minister of State for
External Affairs.
The Government of India places top priority to healthcare in the national agenda. It is very
serious about encouraging indigenous R&D and creation of human capital. This would
improve the quality of life of our people, leading to greater socio-economic progress of the
country.
As medical costs sky rocket in the developed world, countries like India have immense
potential for what is called "Medical Tourism", highlighted Harpal Singh, Conference
Chairman, in his theme address. “India, with outstanding human resource talent and the
setting up of world class medical facilities, was now poised to take leadership in the fast
emerging arena of healthcare management which is witnessing the first signs of
globalization”.
In India, Western medicine was introduced by the Portuguese sometime in the 16th century.
In 1510, Albuquerque built the Royal Hospital in Goa. Many years later, in 1703, an
elementary course in medicine was organized in this hospital. The East India Company built
a Military Hospital in Madras in 1664; later on in 1750, it was declared open to the civilian
population. In Bombay, the first hospital was opened in 1676. Later, the J.J.group of
hospitals, founded in the year 1843, started functioning in May 1845. Named after Sir
Jamshetjee Jejeebhoy whose munificent donation helped in the building of this hospital, the
J.J.Hospital with its Grant Medical College was responsible for introducing modern allopathy
to western India. The idea of starting such an institute had earlier been mooted by Sir Robert
Grant, then Governor of Bombay in 1835. Earlier, medical schools had already been
established in Calcutta and Madras.
By the turn of the century, however on seeing that less qualified Britishers were preferred
over competent Indian physicians for jobs, nationalists decided to build a hospital where
Indian doctors could treat patients. This led to the formation of the King Edward VII
Memorial (KEM Hospital) in 1926. The famous people associated with this hospital over the
years include Jivraj N Mehta and R.J. Vakil (physicians ), R.N. Cooper, A.V. Baliga, P.K.Sen
(surgeons) and V.R. Khanolkar (pathologist). The Tata Memorial Hospital (1941) and the
Cancer Research Institute (1952) are in the forefront of India's fight against the dreaded
disease, cancer. The motto of the Tata Memorial Centre, Bombay [comprising the above two
institutions] is ' Service, Research, Education'. This centre was built solely out of personal
tragedy. Lady Meherbai Tata was sent to England in 1930 for treatment of leukemia. Her
husband, Sir Dorabji realized that such a thing would not be possible for most Indians; he
decided, therefore to build a hospital for cancer patients in India. Another institution of repute
is the AIIMS (All India Institute of Medical Sciences), New Delhi which was started in 1956
for the development of excellence in all aspects of heath care including undergraduate and
postgraduate teaching, training, research and experimentation. The heart transplant performed
by P.Venugopal in 1994 was in this hospital.
Perhaps the Indian hospital best known all over the world is the Christian Medical College,
Vellore. It is a 1500 bed hospital, based at a town, 130 km from Madras in South India. Ida
Scudder, an American Schoolgirl was visiting her parents in India in the late 19th century.
Asked to assist in childbirth, Ida refused since she was ignorant of the procedure. To her
horror, all 3 children died. This prompted Ida to study medicine in the USA. On returning to
India in 1900, Ms Scudder, started a Clinic in Vellore. Later, she started a school for
compounders (1903), a school for Nurses (1909) and finally a medical school for women in
1918. From 1947 onwards, males were also admitted.
MARKET OVERVIEW
India has a fairly comprehensive healthcare system comprising of government and private
service providers. However, the system reaches barely fifty percent of the population –
mainly on account of general infrastructure bottlenecks. The country lags behind international
standards on basic healthcare infrastructure and facilities. India has 94 beds per 100,000
populations as compared to the WHO norm of 333 beds per 100,000. The density of doctors
is also low. There are only 43 doctors for a population of 10,000.
SIZE OF MARKET
On average, Indian families spend 600 per month on healthcare which is 11% of the
household income, showing that they are willing to spend provided the service they get is of
high standard. According to The World Health Report 2000, India's health expenditure is
5.2% of its GDP. Public and private health expenditure is 13% and 87% respectively.
The Indian healthcare industry, unlike other industries, stands untouched by recession. There
had been a steady growth in this sector, revenues from the healthcare sector accounts for
5.2% of the GDP, making it the third largest growing sector in India, and further the
healthcare sector is projected to grow to nearly 1, 80,000 crores by year 2012 that GDP 6.2%
to 7.5% and a compounded annual growth rate (CAGR) of 15-17 percent for at least the next
7-10 years.
FUTURE OUTLOOK
People are both living longer and expecting a higher quality of life. Both of those will
increase demand for the healthcare industry. In addition, the “baby boomer” generation is
beginning to reach the age where increased medical attention is almost necessary. All of these
lead to a positive outlook for growth in the healthcare industry. The health care sector has
been attracting huge investment from domestic players as well as financial investors and
private equity firms across the globe. The sector’s perceived recession-proof nature the
demand-supply gap and the possibility of attractive financial returns makes it attractive for
investors. Feedback ventures expect private equity funds to invest about USD 1 billion in the
health care sector in the next five years.
The economic slowdown does not seem to have had a major impact on corporate hospitals,
which continue to remain upbeat about their performance in FY09-10. Many hospitals have
planned growth strategies and expect good out comes this fiscal. Manipal hospitals a third-
largest hospital chain, planed to form a new entity to run its hospitals as part of a
restructuring that it expects will help raise Rs100-125 crore for expansion and help attract
investors in further fund-raising activities. Manipal Hospitals expects to acquire a hospital or
a chain of two to three hospitals in New Delhi, Mumbai, Chennai, or smaller cities such as
Hyderabad or Pune.
COMPANY PROFILE
Manipal Group
Founded 5 decades ago by Dr. TMA Pai, Physician, Educationist, Banker and Philanthropist,
Manipal Group has a strong academic focus. Manipal Health Systems, the Hospital
Management Company of the Group treats over 19 lakhs patients every year. MAHE-
Deemed University at Manipal is a University Town with 3 Universities, 24 Colleges and
over 20000 students from over 39 countries.
The parent company, the Manipal Group, is renowned worldwide for its pioneering work in
healthcare and education spanning five decades. Its Healthcare Division runs 15 hospitals
with 1250 doctors and 4250 beds, 7 government associate hospitals with 2565 beds, 7 rural
health centers and 14 Medical Colleges with over 9000 students and 275 faculty staff.
Manipal group has ventured beyond the boundaries created by history, geography,
nationality, genders, socio-economic strata and found opportunities to create wealth of
different kind - in the form of health, knowledge and social security - working towards a
better future.
HISTORY
It is India’s first hospital to be ISO 9001:2000 certified for Clinical, Nursing, Diagnostics and
Allied Areas. The hospital has been declared winner of the prestigious Golden Peacock
National Quality Award 2005 in the service category.
With a team of some of the best doctors in the world, an attentive staff, state-of-the-art
equipment, the hospital provides specialized medical services at affordable costs in over 40
specialties.
Manipal Hospital in Bangalore is one of 15 hospitals within a large health care service
system. Besides its 15 hospitals, it is comprised of 9 primary care clinics and 55 community
health programs. It is a rather integrated system providing healthcare to both national and
international patients from many areas. The entire hospital system houses 3,700 beds and
over 1,000 doctors, serving 1.5 million patients each year.
Per our review, Manipal Hospital-Airport Road, Bangalore is one of 5 Manipal Hospitals
within what it refers to as the "Bangalore cluster." The hospital promotes itself for its quality,
affordable healthcare housing 600 beds. This multi-super specialty center provides medical
services in 43 specialties in such areas as accident and emergency, cardiology, plastic
surgery, ENT and so many more. It has a staff of over 1,700 and over 275 consultants
supporting its 600 beds and 40+ specialties.
Manipal Hospitals offers quaternary, tertiary, secondary and primary health care delivery
services which has been covered over,
15 Hospitals
9 Primary Care Clinics
3700 Beds
Over 1000 Doctors
Manipal Specialty Hospital, Rajarajeshwari Nagar is a recent health care venture by Manipal
Hospitals. This 120 bed multispecialty secondary care hospital further strengthens the
availability of quality healthcare by offering state-of-the-art diagnostics and consultancy
services in all major clinical specialties in an upcoming satellite town on the outskirts of
Bangalore.
The hospital endeavors to provide total healthcare solutions at affordable costs to patients
across every strata of the society with its eminent doctors, well – trained nursing team and
Para medical support staff.
Manipal health enterpriser has been the only public sector undertaking making profit since its
inception. Manipal is in the areas of health care, education, research and hospitality of
JnanaVikas Institute of Technology Page 11
Effectiveness of Training and Development
various life saving and essential service sector. Manipal is today actively involved in
providing the path- breaking medical services, ably supported by high-end technology. The
company is also presently engaged continuously to strive for clinical excellence, personalized
care and medical services that are responsive to the needs of the society.
VISION
Our Vision is to become Asia's leading healthcare provider with happy and satisfied patients
and stakeholders.
MISSION
We are committed to be the most preferred and comprehensive service provider in meeting
health care needs of the community. We will earn its trust through services differentiation
of clinical excellence, patient centricity and ethical practices.
QUALITY POLICY
SERVICE PROFILE
Dermatology Ophthalmology
ENT Physiotherapy
Urology
ICU
Paediatrics Rheumatology
Nephrology MRI
Urology X- Ray
Endocrinology Ultrasound
Rheumatology ECHO
AREA OF OPERATION
OWNERSHIP PATTERN
It’s a Family owned Business Dr. TMA Pai was the founder of the Manipal group. The
business is now carried by his son Dr.Ramdas Pai.
Manipal Hospitals
Name Designation
COMPETITORS
INFRASTRUCTURE FACILITY
Hospital Layout
Ground floor
Front office, billing, pharmacy, MRD, OPDs, casualty, casualty reception, lab, lab reception,
physiotherapy, facility, radiology department, nursing, and Clinical administrator cabin.
First floor
General Ward Reception, Male / Female GW, SICU, NICU, PICU, Semi special ward, labor
ward, dialysis, cathlab, OT.
Second Floor
Special ward, Deluxe, Paediatric GW, Reception, Administration, HR, Finance, Ayurveda, IT
Dept, Auditorium, Library, and Center Head cabin.
Basement
Blood Bank, Stores, Maintenance, Nursing College
NABH (National Accreditation Board for Hospitals & Healthcare Providers) – the
accreditation is valid from February 11, 2008. This certification provides a sense of assurance
that the quality of care and patient safety is on par with the high standards set by the
International Society for Quality Healthcare (ISQua) an International body which grants
approval to accreditation bodies in the area of healthcare.
NABL (National Accreditation Board for Testing & Calibration Laboratories) – the
accreditation is valid from October 11, 2006.
ISO Certification- ISO 9001:2000 for providing multi super specialty tertiary healthcare
services in clinical, diagnostic, nursing and allied areas. This certification was received in
2003.
The Consumer Voice – Awarded the Most Patient Recommended Hospital in India. An all
India Survey conducted by the Ministry of Consumer Affairs, Government of India.
The Week – Adjudged best hospital in Bangalore consecutively for the past five years; 2004,
2006, 2007 and 2008.
Manipal Hospital, Bangalore has been ranked in the top 5 categories in “INDIA’S MOST
CARING HOSPITALS” survey. This was an all India survey conducted by the Ministry of
Consumer Affairs, Government of India.
Golden Peacock Award – Winner of the Golden Peacock National Quality Award 2005
The growth of the company is immense, as people are becoming more health conscious; the
demand for good quality health service is increasing. To meet the demand of the health care
industry is pulling in the efforts in the same place to meet the demand; in the same way
Manipal is also improving its quality of product and services with improved techniques to
make available the service at the right place at the right time.
The company is not only focusing on domestic service but also on international service. It has
already expanding its marketing to some of the countries in Asia.
From the day of inception the company is making profit. The graph is showing upward trend
from which we can say that the company is in a stable position and the company future is
expected to be bright.
Tie-ups with social organizations to attract lower and middle class society
De-addiction centre, anti-obesity centre & rehabilitation centre for mentally and
physically challenged patients
According to Mc Kinsey a company strategy is only one of the 7 elements of the successful
practices. The 7’s frame work first appeared in “the art of Japanese management” by Richard
Pascal and Anthony Athos in 1981. They had been looking at how Japanese industry had
been so successful, at around the same time that Tom Peters and Robert Waterman were
exploring what made a company excellent. The 7S model was born at a meeting of our
authors in 1978.
There are seven basic dimensions, which represent the core of managerial activities. These
are the “Levers” which the executives use to influence complex and large organizations.
Obviously, there was a concerned effort on the part of the originators of the model to coin the
managerial variables with cords beginning with the letter ‘S’ so as to increase the
communication power of the model.
Strategy, structure and systems can be considered the “hardware” of success while style; staff
and shared values can be seen as the “software Companies in which these soft elements are
present are usually more successful at the implementation of the strategy.
Strategy: the direction and scope of the company over the long term.
Structure: the basic organization of the company, its departments, reporting lines, areas of
expertise and responsibility (and how they inter-relate).
Systems: formal and informal procedures that govern everyday activity, covering everything
from management information systems, through to the systems at the point of contact with
the customer (retail systems, call center systems, online systems, etc).
Systems: formal and informal procedures that govern everyday activity, covering everything
from management information systems, through to the systems at the point of contact with
the customer (retail systems, call center systems, online systems, etc).
Skills: the capabilities and competencies that exist within the company. What it does best.
Shared values: the values and beliefs of the company. Ultimately they guide employees
towards 'valued' behavior.
Staff: the company's people resources and how they are developed, trained and motivated.
Style: the leadership approach of top management and the company's overall operating
approach.
STRATEGY
Business strategy is the choice of direction and the action that the company adapts to achieve
its objectives and goals in a competitive situation.
“Care with personal touch” is one of the strategy used by Manipal to serve their customers.
SYSTEMS
The system refers to formal and informal procedures that govern everyday activity, covering
everything from management information systems to the systems at the point of contact with
the customer.
Recruitment
It is the process of searching for prospective applicants and simulating them to apply for job
in an organization.
STYLE
Style refers to the employees shared and common way of thinking and behaving – written
norms of behavior and thought: Style i.e. the patterns of actions taken by over a period of
time.
SKILLS
The skill refers to capabilities and competencies that exist within the company. What it does
best, distinctive competencies- what the company does best, ways of expanding or shifting
competencies. A skill captures a company’s crucial attributes or capabilities.
Manipal has good skilled labor force and well-equipped latest facilities and technologies.
Company’s each division having ISO 9001-2008 certificate and it has adopted excellent
quality policies and all modern-safety and security measures at all the levels.
Uses highly sophisticated machine and equipments to give good service to its customers.
Some of the skills that the employee should restrain are
STRUCTURE
Organization structure is a system of relationship that governs the activities of the people
who are dependent upon each other from achieving the common objectives.
For the purpose of easy and effective administration all the activities of Manipal have been
broadly assigned to the following parts, CEO, President, Head Operations, executive director,
general manager etc.
Under the control of Head Operations several departments are working and various managers
and departmental heads assist each department.
Manipal will conduct an annual general meeting every year. CEO is the supreme authority to
take decision with the consent of President. CEO and President come under the category of
top management.
SHARED VALUES
It refers to the fundamental values that are widely shared in the organization and serve as
guiding principle that are important, these values have great meaning because they focus
attention and provide a broader sense of purpose. They also change environment by providing
a basic meaning to people working in the organization.
Identifying corporate values is also the first essential step in defining the organization’s role
in the largest community in which it functions.
Customer satisfaction
Commitment to total quality
Cost and time consciousness
Innovation and creativity
Respect for the individual
Integrity
STAFF
The organization has developed and has looked into its people, their background and
competencies, staff also includes, the organization approaches to recruitment, selection and
specialization. How people are developed, how recruits are trained, socialized, integrated and
how there are managed?
The employees of the company are appointed from all over India. It includes both technical
and non-technical employees. The recruitment system in Manipal is not 100% centralized. In
certain case employees are appointed in each division.
Manipal Speciality is the private sector units, which are having more than 250 employees as
on 31st March 2011. Manpower is the main strength of any organization. Manipal has highly
skilled and well-experienced employees who are capable in doing the task efficiently.
SWOT ANALYSIS
The process of corporate diagnosis usually begins with SWOT analysis i.e. the strengths,
weakness, opportunities and threats. SWOT is a diagnostic exercise which assists top
management in integrating the organization with its environment. The top management
analyses the strengths and weakness of the organization as a whole and evaluates those
opportunity and threats that exists at the time of review.
Strengths:
5. Manipal employees have strong commitment towards their work that helps for
quality service in time.
7. Medical facilities and equipment and infrastructure (room is a/c, phone lines….)
10. Specialization
Weakness
2. Credit is not allowed to bulk agents, which encourages them to switch over to
competitors.
Opportunities
1. As people are growing more health conscious the demand for health care industry is
increasing. Manipal is making itself ready to grab the opportunities to capture the
market.
2. The demand for Manipal is not only in India but also in other countries where the
demand for Manipal service is increasing day by day.
5. They can further increase their international service capacity from the existing one as
they enjoy goodwill of customers abroad.
6. The company has capability of achieving global standards. A scope in expansion of its
service on a wider network of countries around globe.
8. More training to the staff for improving their behavior and medical knowledge.
9. To increase the facilities they provide.
10. To become more specialized in various fields.
Threats:
1. Due to globalization more number of hospitals in health care sectors has entered into
global market. This has enlightened the competition much more.
4. If the company does not update itself in proper intervals the competitors may become
severe threat.
6. The government is reducing the grants given to hospitals, thus making it impossible to
cater to the poor people.
7. Competitions.
8. Unawareness among public.
LEARNING EXPERIENCE
The main objective of this project was to have brief study of organization, its background,
nature of business, its working, analyses the various product profiles of the organization and
major survey on Training and its Effectiveness.
This is the first experience to me in Manipal where I undergone Project works in Manipal for
8 weeks. This has helped me a lot to understand how the classroom theories are applied in the
organizations. Staying in Manipal for almost 8 weeks gained me basic knowledge to know
more details about how and when Manipal was started, its function and its business
conditions in the initial stage and its ground growth.
Manipal gave me the immense opportunity to study the behavior, policies, practices, strategy
and their operations. It helped me gain knowledge about the company’s operations, products,
competitors etc…
During the organization study I got familiarize with the various managerial levels and
practical applications.
I acquired the knowledge of division of labor in the company according to its various
functions such as HR, marketing, finance etc.
This has helped me in acquiring information regarding facilities provided to the
employees, customers and pubic in large. In fact it exposed me to the corporate world.
It helped me to understand how various department functions and how their activities
are interrelated in the organization.
It also gave me an opportunity to understand how managerial decision affects the
company in future.
It has helped me to gain knowledge about the various method followed in Training
Program.
It has sharpened my knowledge about employee growth and development through
training, self management program.
Knowledge of fair and equitable compensation based on performance.
An opportunity to know how the grievances of the employees are reduced.
Human resource is the important resource of any organization. The complicated and
challenging task of human resource management is handled by the personnel department. The
aim of this department is to utilize man power to the fullest extent. Hence if an organization
has to succeed it has to select right men to right job and right place at the right time.
Manpower planning
Recruitment
Legal compliances
Retirement
What is “Training”?
Training is needed not only for technicians who work in the shop floor but also for
supervisors, managers and executives. After training, candidates will be placed on the jobs to
perform the tasks given to them effectively.
Any training & development programme must contain inputs, which enable the participants
to gain skills, learn theoretical concepts and help acquire vision to look in to the distant
future. Training is an investment in HR with a promise of better returns in future.
Training is the corner stone of sound management, for it makes employees more effective
and productive. It is actively and intimately connected with all the personnel or managerial
activities. It is an integral part of the whole management programme, with all its many
activities functionally related.
Training is a practical and vital necessity because, apart from the other advantages mentioned
above, it enables employees to develop and rise within the organization, and increase their
market value, earning power and job security. It moulds the employee’s attitudes and helps
them to achieve a better cooperation with the company and a great loyalty to it. Training,
moreover, heightens the morale of the employees, for it helps in reducing dissatisfaction,
complaints, grievances and absenteeism, reduces the rate of turnover. Further, trained
employees make a better and economical use of materials and equipped; therefore, wastage
and spoilage are lessened, and the needs for supervision is reduced.
Recognition of the importance of training in recent years has been heavily influenced by the
intensification of the overseas competition and the relative success of economies like Japan,
Germany etc. technological development and organization change have gradually led some
employers to the realization that success relies on the skills and abilities of their employees
and this means considerable and continuous improvement in Training and Development.
This has also been underscored by the rise in HRM with its emphasis on the importance of
people and the skills they possess in enhancing organization efficiency. Such commitment to
the company and the growth in the quality movement has led senior management teams to
realize the increasing importance of training, development and education. There has also been
more recognition of the need to complement the qualities of employees with the needs of the
organization. Such concepts require not only careful planning but also a greater emphasis on
employee development.
1. To impart to new entrants the basic knowledge and skill they need for an intelligent
performance of definite tasks.
2. To ensure that each employee is equipped with capabilities to perform various tasks
associated with his role.
3. To assist employees to function more effectively in their present positions by
exposing them to the latest concepts, information and techniques and developing the
skills they will need in their particular fields.
4. To help the employee develop as an individual so that the organization can recognize
and use the maximum possible potential of its employees.
5. To help employees work as team members since no individual can accomplish the
goals of the organization single handedly.
EDUCATION:
TRAINING:
“Training is a short term process utilizing a systematic and organized procedure by which
non-managerial personnel learn technical knowledge and skill”.
“Training refers only to instruction in technical and mechanical operations. Training courses
are typically designed for a short term, stated set of purposes”.
DEVELOPMENT:
“Development is an inclusive process with which both managers and individual employees
involved. It offers opportunity to learn skills, but also provide an environment designed to
discovering and cultivating basic attitudes and capabilities and facilitating continuing
personal growth”.
PRINCIPLES OF TRAINING
1. Training and Development is continuous & its scope exists throughout the career.
2. The objective & scope of a training plan should be defined before its development is
begun in order to provide a basis for common agreement & cooperative action.
3. Training and Development must meet the organization objectives, so the objectives of
the employee Training and Development must be set in clear terms.
4. There exists a gape b/w best performance and present performance and Training and
Development can bring out the hidden talents to fill the gaps.
5. Growth is a challenge, which involves stress and strains. Training helps an individual
to cope up with these and helps in concentrated effort.
6. Active participation of the learner, the feedback of the learner’s performance
accelerates growth and improves the effectiveness of Training and Development.
7. Training should be conducted in the actual job environment to the maximum possible
extent
PRINCIPLES OF EVALUATION
TRAINING EVALUATION
Training Evaluation refers to the process of collecting and measuring the outcomes or criteria
to determine whether training was effective. Training outcomes or criteria refers to measures
that the trainer and the company use to evaluate Training programs.
TRAINING EFFECTIVENESS
Training Effectiveness refers to the benefits that the company and the trainees receive from
training. Benefits for trainees may include learning new skills or behavior. Benefits for the
company may include increased sales and more satisfied customers.
The Performance Management System enables the Organization to enhance & sustain its
performance by aligning employees' goals & contribution to the Organization’s Vision and
Objectives. It also serves as a platform to provide employees the opportunity to structure and
channelize their growth in terms of learning & development and / recognition.
What is Performance?
Performance is about behaviors or what employees do, not about what employees produce or
the outcomes of their work.
OBJECTIVES OF PMS
To align individual performance with the Organization's strategic objectives via goal
setting & review, on an annual basis
SCOPE OF PMS
All confirmed employees as of April 1st of the year, are eligible for the Performance
Assessment.
Objective Setting & Final Performance Assessment are done on an annual basis (i.e.
Financial Year: April – March)
Assessment Criteria
An employee’s Performance Assessment as captured in the formats (i.e. Appraisal forms), is
based on two key aspects:
The Final Assessment is to result in one of the four ratings enlisted below which are to
conform to a normal distribution for respective departments, units & hence the entire
Organization:
Outstanding
Exceeds Expectations
Meets Expectations
Needs Improvement
The above ratings have descriptors to enable the assessment on each of the Key
Appraiser: The supervisor or individual who assesses the appraisee’s performance is termed
the ‘Appraiser’.
H.O.Ds: All performance assessments for a particular department are reviewed overall by the
H.O.D before it is sent to the Unit/ Function Head.
Senior Leadership Team (SLT): The CEO and his immediate reportees play a key role in
ratifying the entire Organization’s Performance Distribution, once all the performance
assessments from various Units are received & collated.
HR department: The HR team plays the role of a Co – Planner wherein it facilitates the
assessment process, in terms of communication of the assessment process flow & guidelines
to concerned stakeholders, providing advice to appraisers, H.O.Ds & Unit/
COMPETENCY MAPPING
The competency framework serves as the bedrock for all HR applications. As a result of
competency mapping, all the HR processes like talent induction, management development,
appraisals and training yield much better results.
Competency Mapping gives an adept HR manager a fairly good picture of the employee to
see whether he (or she) needs to perform better or to move up a notch on the scale. Once the
employee `tops’ every indicator at his level, he moves on to the next and begins there at the
bottom – in short, he is promoted.
It helps in determining the Training and Development needs and importantly it helps to
encourage the best and develop the rest and a win-win situation for everyone.
Manipal work place attracts, energizes and retains the finest talent. The company:
Continuously strive towards working with a multifaceted and talented work force
that will bring different perspectives to the table.
Attract, develop and retain versatile achievers, regardless of their nationality and
provide them with the resources to bring out the best in them.
Develop and nurture leaders who shall bring out the best in themselves and their
teams.
As they grow, they make it a point to celebrate their successes, large and small, with their
people, who have made this success possible. The most important is company’s annual
celebration of oneness, where company’s people and their families take part in sports and
cultural event is the presentation of the Chairman’s Excellence Awards to those individuals
who have made exemplary contributions to the company during the year.
RECRUITMENT POLICY
It is the process of searching for prospective applicants and simulating them to apply for job
in an organization.
Offer Confirmation
Travel & Stay
INDUCTION POLICY
The Induction Policy outlines the orientation & socialization process designed by the
Organization to ensure smooth integration of all new joinees into the system by providing
them the appropriate support to meet job demands. MHS strongly believes in the necessity of
facilitating the transition of new employees into the Organization’s work environment so as
to equip them with the knowledge, skills and Competencies required to respond effectively to
new responsibilities.
Induction Framework:
The Induction Process ensures initial support at two levels with the aim of integration of the
new joinees in to the Organization in a consistent and effective manner:
Quicker settling down & enhanced comfort levels of the new joinees into MHS
Productivity and efficiency of new joinees within a short period of time
Integration of new joinees into the Organization’s work ethics & Values and
motivating them to contribute towards MHS Vision & Objectives
Providing employees with an understanding of various key SOPs & safety aspects at
the workplace
Reduction of attrition especially in the employee population of 1 year & lesser
duration in the Organization
Reduction in costs associated with repeated recruitment, training and lost
productivity.
The company firmly believes that effective communications at all levels significantly aids
efficient operation. Should any associate have any queries/questions regarding his/her work,
the associate is encouraged to discuss them with his/her supervisor/manager. From time to
time, the departmental head or the Country Head may call special communication meetings to
ensure that all staff is kept informed of significant issues. Other announcements will either be
circulated.
To facilitate and improve work-life balance for employees and enable them to meet their
personal priorities.
Types of Leave
Earned Leave or Privilege Leave (EL/PL) - Privilege leave is ‘earned’ leave which the
employee is entitled to avail, after she/ he has served the probation period, that is the earned
leave are 20 days. Employees are encouraged to avail this leave at least once in a year.
Casual Leave (CL) - Casual Leave is a leave of short duration, which may be availed by an
employee for sudden leave requirements.06 days of casual leave, is provided.
Sick Leave (SL) - Sick Leave is exclusively and strictly meant to be availed only in an event
of sickness. 06 days of sick leave are given.
Maternity Leave (ML) – Maternity leave is the entitlement for a female employee when she
is expecting a child. Maternity leave has per “The Maternity Benefit Act, 1961”.
Paternity Leave (PL) - Paternity leave is the leave entitlement for a male employee when his
spouse is expecting to deliver/ has delivered a child.03 days of paternity leave, is provided.
Adoption Leave (AL) – This is the leave that a female/ male employee is entitled to when
she/ he, adopts a child legally.
Relocation Leave (RL): This is leave that an employee is entitled to avail if she/ he is being
transferred between MHS Units in two different cities/ towns.
To plan and execute a variety of events for MHS family members in order to appreciate their
work and other important occasions in their lives, thereby conveying how valued they are to
the Organization
Manipal Health Systems encourages managers to promote informal interaction amongst staff
and express appreciation by celebrating various occasions, both within & across departments.
MHS thus shall contribute to two types of funds:
Department Events Fund: This is a fund allocated for sponsorship of employee wellness
initiatives within the department.
Organization Events Fund: This is a fund allocated for promoting cross functional
interaction amongst MHS staff through the sponsorship of various forums.
The purpose of this policy is to provide a mechanism for employees to procure salary
advances for urgent monetary needs/ commitments such as those for illness, children’s
education purpose, etc.
Eligibility
Every confirmed employee is eligible for salary advance as per the eligibility mentioned
below:
2 months of last drawn pay slip gross salary for employees in grades RL1 to
1 month of salary advance for employees in grades M3 and above which will be
recovered in the subsequent month.
The objective of this scheme is to reimburse medical expenses incurred by employees and
their family members. The quantum of Medical reimbursement is as per the amount declared
in the Flexible Benefits Plan, subject to a maximum of Rs. 15,000/- per annum.
The purpose of this policy is to ensure that any employee grievance is handled proactively via
an employee friendly process.
General Features:
Any employee who has a genuine grievance must communicate the same to his/her
superior.
If the grievance is about the superior himself/ herself, the employee can elevate the
grievance to the Head of the department or to the HR Manager/GM-HR.
If the grievance is lodged, due attention must be given to the problem and earnest
effort must be made to solve it within the shortest possible time.
If the grievance is sensitive in nature i.e. Even if the immediate superior cannot solve
it, it has to be escalated upwards.
The grievance should be dealt with in the presence of representatives from Human
Resources function, concerned individual and the immediate supervisor.
The meetings regarding the grievance must have minutes and must be interpreted
accordingly.
While all efforts are taken to resolve the grievance in the earliest possible time, if
possible, a fixed time frame must be communicated to the aggrieved employee. The
said grievance must be resolved within the time mentioned.
During the intermittent period, the employee must not discuss the grievance with any
of his/her colleagues (Sub-ordinates or superiors) and try gaining support for the
cause.
The final action must be clearly communicated by the superiors and implemented by
the Human Resources function.
A copy of all the transactions, minutes, final outcome, must be filed in the personal
file of the employee for future reference.
The interpretation of the above policy rests with the Senior Management of Manipal Health
Systems and their decision are final and binding.
ALCOHOL CONSUMPTION
STATEMENT OF PROBLEM
Management development is aimed at preparing employees for future jobs with the
organization or solving organization wide problems concerning, acquiring or sharpening
capabilities required performing various tasks and functions associated with their presence or
expected future roles.
The motive behind this study is to understand and learn the impact of Training and
Development programmes on employees of Manipal Speciality Hospital, Bangalore.
Hence the study is undertaken up to measure the Effectiveness of Training and Development
at Executive and Non Executive levels at Manipal Speciality Hospital, Bangalore.
Training cannot be measured directly but change in attitude and behavior that occurs as a
result of Training. So employee assessment should be done after training session by the
management, to know the effectiveness of Training given to employees.
OBJECTIVE OF STUDY
To understand the Training programmes and their impact on employees of Manipal
Speciality Hospital, Bangalore.
To analyze the views and opinions of the employees regarding the programmes
provided at Manipal Speciality Hospital, Bangalore.
To find out the satisfaction level of the employees towards the Training programs.
To study the perception of the employees about the usefulness of the training program
with reference to the improvement in their performance and skill enhancement.
SCOPE OF STUDY
The study is confined to the employees of Manipal Specialty Hospital, Bangalore for
RL5, RL4, RL3, RL2 and RL1 grade employees as on 19/01/2011 to 19/02/2011.
The employees were given 2 days of sufficient time to fill the structured
questionnaires.
The study analyzes the collected data and does not include quantitative techniques
such as arriving at statistical inference by testing hypothesis.
The study is descriptive in nature.
METHODOLOGY
Research methodology is purely and simply the framework or a plan for study that guides the
collection and analysis of data. Research is the scientific way to solve the problems and is
necessarily used to improve market potential. This involves exploring the possible methods,
one by one, and arriving at the best solution, considering the resources at the disposal of
research.
Research Design
A research design is a specification of methods and procedure for acquiring the information
needed. It is the overall operation pattern or framework of the project that stipulates what
information is to be collected from which sources by what procedure, it also refers to the blue
print of the research process.
Data Collection
The required data for the project has collected from Primary and Secondary Data
Primary Data:
Primary data are those, which are gathered directly through questionnaire and it is the
original source of data collected by the researcher. Primary data is collected with the help of
structured questionnaire administered to 50 randomly selected employees at Manipal at the
managerial level.
Secondary Data:
Secondary data are those which are generally published sources which are been collected
originally for some other purpose they are not gathered specially to achieve the objectives of
particular research project.
Sample Process
Type of sampling
Type of sampling used in this survey was simple random sampling. In this method, the
sampling units had chosen randomly from the total employees at all the levels in the levels in
the organization.
JnanaVikas Institute of Technology Page 53
Effectiveness of Training and Development
Sample size refers to number of elements to be included in the study. The sample size of
respondents was decided to be 50 and the questionnaire was administered to 50 randomly
selected employees of Manipal.
Research Instruments
Questionnaire
Questionnaire refers to a device for securing answer to a formally arranged list of questions
by using the term, which the respondent fills in himself.
Questionnaire Design
Open-ended
Close-ended
Dichotomous questions
Multiple questions
Statistical Tools
The collected data were classified and tabulated and analyzed with some of the statistical
tools listed
Percentage analysis
The research is limited only to the employees of Manipal Specialty Hospital, Bangalore.
The fear of expressing the true facts among the respondents could be a limitation.
The result and findings based on employee’s responses sometimes may be biased.
No discussion was possible with the department heads regarding Training and
Development has they were busy with their work and could not spare time for
discussion.
The data collection method is through interview method respondents often were hesitant
to provide information.
The study is descriptive and explanatory in some cases but not casual.
Agree 55 55%
Strongly Disagree 05 5%
Disagree 10 10%
Stronly Agree
Agree
Strongly Disagree
Disagree
Inference
30% of respondents strongly agree and 55% of the respondents agree that the company
understand the T&D needs to the employees. This shows the company gives adequate
importance regarding T&D to their employees
2) The skill learnt in Training and Development program are helpful to me.
Agree 35 35%
Disagree 10 10%
Strongly Agree
Agree
Strongly Disagree
Disagree
Inference
45% of respondents strongly agree and 35% of the respondents agree that the skill learnt in
Training and Development is helpful.
Agree 50 50%
Disagree 20 20%
20 15
Strongly Agree
Agree
15 Strongly Disagree
Disagree
50
Inference:
30% of respondents strongly agree and 55% of the respondents agree that the training is
periodically evaluated.
4) The HR Department conducts briefing sessions for employees before the actual
training program.
Yes 60 60%
No 40 40%
40
Yes
60
No
Inference
60% -of respondents agree and 40% -of the respondents disagree
Agree 45 45%
Disagree 25 25%
Inference
10% of respondents strongly agree and 45% of the respondents agree that they are also
involved in determining the training needs.
6) Senior Line Manager is eager to help their juniors develop through training.
Agree 45 50%
Disagree 35 20%
Strongly Agree
Agree
Strongly Disagree
Disagree
Inference
05% of respondents strongly agree and 45% of the respondents agree that the senior line
managers are eager to help the juniors to develop their skills through training.
Yes 75 75%
No 25 25%
Yes
No
Inference:
75% of respondents strongly agree and 25% of the respondents agree that the company takes
training seriously.
JnanaVikas Institute of Technology Page 62
Effectiveness of Training and Development
Agree 65 50%
Disagree 10 20%
Strongly Agree
Agree
Strongly Disagree
Disagree
Inference:
20% of respondents strongly agree and 65% of the respondents agree that there is adequate
emphasis on developing managerial capabilities of the managerial staff through training.
Yes 42 42%
No 58 58%
Yes
No
Inference:
42% of respondents strongly agree and 58% of the respondents disagree that the Induction
Training is given adequate importance in their organization.
10) Senior management takes interest and spends time with the new staff during
induction training.
Yes 44 44%
No 56 56%
Yes
No
Inference:
Upgrade Technical
knowledge &skills
Leadership skill
Creative ideas
Others
Inference
33% of respondents say the training program helped them to gain the technical knowledge
and skills and 15% of the respondents gained leadership skills and 37% gained the knowledge
to implement creative ideas in their work.
12) The Training and Development program adds to my creativity and develops new
ideas.
Yes 73 73%
No 37 37%
Yes
No
Inference:
Yes 34 34%
No 66 66%
Yes
No
Inference:
14) There exists a clear direction to the Training and Development programme.
Yes 78 78%
No 22 22%
Yes
No
Inference:
15) The quality of Orientation and Training received for your current position in
the company.
Particulars Frequency Percentage
Yes 82 82%
JnanaVikas Institute of Technology Page 69
No 18 18%
Yes
No
Inference:
16) The feedback given after a Training programme is utilized to effect certain improvements.
Agree 59 59%
Strongly Disagree 0 0%
Disagree 03 03%
Strongly Agree
Agree
StronglyDisagree
Disagree
Inference:
38% of respondents strongly agree and 5% of the respondents agree that the feedback given
after a Training programme is utilized to effect certain improvements.
17) Does the practice have a consistent, timely and fair method for evaluation
individual performance
Agree 59 59%
Disagree 11 11%
Strongly Agree
Agree
Strongly Disagree
Disagree
Inference:
27% of respondents strongly agree and 59% of the respondents agree that training practice is
consistent, timely and fair method for evaluation individual performance
Yes 67 67%
JnanaVikas Institute of Technology Page 72
No 33 33%
Yes
No
Inference:
Other 28 28%
Same to all
Different a/c to employee
As/complexity of training
Other
Inference:
25% of respondents agree that the training program is same for all, 10% of the respondents
agree that it different according to ability and attitude, and 47% of respondents agree that it
has per complexity of the training.
Embedded training
Audio-visual
Inference:
48% of the respondents agree that lectures and discussion method is followed and 42% of
respondents as audio visual /film shows the training & development methods which are
adopted at the time of training.
Computer Skills 0 0%
Leadership 05 5%
Communication 05 5%
Time management
Computer skills
Negotiating skills
Leadership
Team process
Communication
Coaching skills
Presenting skills
Yes 80 80%
No 20 20%
Yes
No
Inference:
23) Does your company use a specific training process? If Yes/No justify.
Particulars Frequency Percentage
Yes 73 73%
JnanaVikas Institute of Technology Page 77
No 37 37%
Yes
No
Inference:
24) Overall, how satisfied are you with the Training you received for your present
Particulars Frequency Percentage job.
Agree 58 58%
Strongly Agree
Agree
Strongly Disagree
Disagree
Inference:
20% of respondents strongly agree and 63% of the respondents agree that they are satisfied
with the training they are receiving for their present job.
25) Any other suggestions/comments from your side which will be useful towards
HR Department for its future development.
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
FINDINGS
After analyzing and interpreting the data, certain findings are drawn to make it clear about the
“Effectiveness of Training and Development Programmes” organized in the company.
Most of the respondent are of the opinion, that the company is committed in promoting
the Training and Development programmes, which shows that company should focus
more on these aspects.
Most of the respondents are highly satisfied with the training programmes introduced by
the company.
The employees of Manipal Speciality Hospital, Bangalore show interest when they are
selected for the Training Programme, which indicate that they all, strive for the quality
of service.
The majority of the respondents believe that Training and Development is increasing the
knowledge to the employees.
It portrayed that 92% of employees feel that Training and Development programme,
cultivate the sense of competition and competitiveness among the employees.
Most of the employees think that Training and Development Programmes to certain
extent improve the Personality - Development.
Most of the employees feel that Training and Development Programmes have
moderately increased the skills and talent towards assigned job.
Most of the employees feel that Training and Development Programmes motivate them
and build up better team work.
Survey reveals that 60% of employees satisfied with the Training programme conducted
by the organization which is helpful for the practical work.
It is observed that majority of employees are satisfied with the facilities, types, methods,
arrangements etc given for the programmes.
Most of the employees are satisfied with the method of Training implementing at
present.
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Effectiveness of Training and Development
The majority of respondents feel that the feedback collected by the company has been
revised properly for the next Training programme.
Majority of the employees feel that the organization must conduct needs assessment
before Training and Development program.
OBSERVATIONS
Apart from the main topic there were many other aspects related to HR in Manipal Speciality
Hospital which came into light not only through my topic but also through a small interaction
with workers. The main observations are:
They have a very good Grievance procedure where the problems of the employees are
addressed as soon as possible.
SUGGESTIONS
Introduce more training programmes which will benefit for both employer and the
employee.
Visit to related hospitals will help to know about their method of work, which will
enable to better service.
Introduce good training programme with selected topics related to improve quality and
service.
The departments Head should asses the Training and Development need of the
subordinates. This assessment may increase the level of training effectiveness by the
enhancement of good interpersonal relationship.
The Training circular form can also include a brief introduction about the subject for
which the training programme has been organized so that the participants are able to
understand the topics being covered in the training program in advance.
It is easier for the trainee to understand the material that is meaningful so all the material
should be meaningful and theory can also be made interesting if they include-
-The term and concept already familiar to the trainee should be used.
Training material should be organized in a logical manner and has meaningful units.
A company should implement their training programmes in a manner that 100% of their
employees must agree that their personal growth increases with Training and
Development.
Different type of training like spiritual, yoga etc can be included in the Training and
Development Program.
Training and Development program should be different according to the ability and
attitude of the employees.
CONCLUSSION
The employees in every organization work for the betterment of the organization and so the
employees of Manipal Speciality Hospital, Bangalore. To make work effectively the
concerned departments should organize Training and Development programmes.
The organizations benefits by having employees with more skills who are more
productive.
The company lays good foundation for career growth of the employees through
Training and Development programmes.
It also helped to understand the motivation and morale driven up by the training
programmes among the employees and their interest to attend the programmes for
personality – development.
I conclude that with proper training an employee can become multi-skilled and this I have
practically noticed through my analysis. Thus, training endeavors to impart knowledge, skill
and attitudes necessary to perform job related task.
I have found out that because of the training employees are more able to perform their work
very effectively. By imparting suitable training to employees the company achieves the target
of:
Low cost
High quality
Timely service
Reliability
Value of money
Customer satisfaction
RECOMMENDATIONS
The management should commit itself to allocate major resources and adequate time to
Training and Development.
The Training and Development program should be planned so that it is related to the
trainee’s past experiences and background.
The trainee should be helped to see the need of training by making him aware of the
personnel benefits he can get through better performance.
It should be recognized that all the trainees do not progress at the same rate. Therefore
flexibility should be allowed in judging the rates of progress in the Training and
Development program.
JnanaVikas Institute of Technology Page 87
Effectiveness of Training and Development
The employer should provide a work environment that will facilitate Transfer of
Training.
As trainee acquires new knowledge, skills and applies them in job situation he should be
rewarded for his efforts.
The trainee should be provided with personal assistance when they encounter obstacles.
The Training and Development should have more open discussion where the trainee’s
can come out with their opinions and make the program interactive.
More of games can be included, like Ice breaker, so that through games the learning will
be better.
The trainee should be given the intimation regarding the program in advance so that they
can make necessary preparations and avoid unnecessary interruptions.
The Training and Development program should not be held by the same trainer’s
continuously, as the trainees get bored so it would be better to have different trainers for
different sessions.
After the program the materials related to the concept can be issued so that the
employees can learn better.
Training and Development should take into consideration the best trainers from well
known training agencies could make the training effective because majority employees
are benefited from these kinds of training program’s in many ways.
A number of different designs can be used to Evaluate Training programs, like Posttest
method, Pretest/Posttest method, Pretest/Posttest with Comparison Group, Time Series
method, Solomon Four-Group method etc.
BIBILOGRAPHY
Website
www.manipalhospitals.com
www.google.com (search on the topic and its related terms and various methods)
www.wekipedia.com