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TRAINING AND DEVELOPMENT

In the field of human resource management, training and development is the field which is concerned with organizational activity aimed at bettering the performance of individuals and groups in organizational settings. It has been known by several names, including employee development, human resource development, and learning and development. Harrison observes that the name was endlessly debated by the Chartered Institute of Personnel and Development during its review of professional standards in 1999/2000. "Employee Development" was seen as too evocative of the masterslave relationship between employer and employee for those who refer to their employees as "partners" or "associates" to be comfortable with. Human Resource Development was rejected by academics, who objected to the idea that people were "resources" an idea that they felt to be demeaning to the individual. Eventually, the CIPD settled upon "Learning and Development", although that was itself not free from problems, "learning" being an over general and ambiguous name. Moreover, the field is still widely known by the other names. Training and development encompasses three main activities: training, education, and development. Graven, Costine, and Hearty, of the Irish Institute of Training and Development, note that these ideas are often considered to be synonymous. However, to practitioners, they encompass three separate, although interrelated, activities.
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Training: This activity is both focused upon, and evaluated against, the job that an individual currently holds. Education: This activity focuses upon the jobs that an individual may potentially hold in the future, and is evaluated against those jobs. Development: This activity focuses upon the activities that the organization employing the individual, or that the individual is part of, may partake in the future, and is almost impossible to evaluate.

The "stakeholders" in training and development are categorized into several classes. The sponsors of training and development are senior managers. The clients of training and development are business planners. Line managers are responsible for coaching, resources, and performance. The participants are those who actually undergo the processes. The facilitators are Human Resource Management staff. And the providers are specialists in the field. Each of these groups has its own agenda and motivations, which sometimes conflict with the agendas and motivations of the others.

The conflicts are the best part of career consequences are those that take place between employees and their bosses. The number one reason people leave their jobs is conflict with their bosses. And yet, as author, workplace relationship authority, and executive. Training an employee to get along well with authority and with people who entertain diverse points of view is one of the best guarantees of long-term success. Talent, knowledge, and skill alone won't compensate for a sour relationship with a superior, peer, or customer.

TALENT DEVELOPMENT
Talent development, part of human resource development, is the process of changing an organization, its employees, its stakeholders, and groups of people within it, using planned and unplanned learning, in order to achieve and maintain a competitive advantage for the organization. Roth well notes that the name may well be a term in search of a meaning, like so much in management, and suggests that it be thought of as selective attention paid to the top 10% of employees, either by potential or performance. While talent development is reserved for the top management it is becoming increasingly clear that career development is necessary for the retention of any employee, no matter what their level in the company. Research has shown that some type of career path is necessary for job satisfaction and hence job retention. Perhaps organizations need to include this area in their overview of employee satisfaction. The term talent development is becoming increasingly popular in several organizations, as companies are now moving from the traditional term training and development. Talent development encompasses a variety of components such as training, career development, career management, and organizational development, and training and development. It is expected that during the 21st century more companies will begin to use more integrated terms such as talent development. Washington Group International, in their paper "The Nuclear Renaissance, A Life Cycle Perspective"] defined two logical laws of talent development:
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First law of talent development: "The beginnings of any technology-rich business are all characterized by a shortage of large numbers of technically trained people needed to support ultimate growth" Second law of talent development: "The resources will come when the business becomes attractive to the best-and brightest who adapt skills to become part of an exciting opportunity"

Talent development refers to an organization's ability to align strategic training and career opportunities for employees.

HUMAN RESOURCE MANAGEMENT


It is a relatively new term that emerged during the 1930s. Many people used to refer it before by its traditional titles, such as Personnel Administration or Personnel Management. But now, the trend is changing. It is now termed as Human Resource Management (HRM). Human Resource Management is a management function that helps an organization select, recruit, train and develops.

DEFINITION OF HRM
Human Resource Management is defined as the people who staff and manage organization. It comprises of the functions and principles that are applied to retaining, training, developing, and compensating the employees in organization. It is also applicable to non-business organizations, such as education, healthcare etc. Human Resource Management is defined as the set of activities, programs, and functions that are designed to maximize both organizational as well as employee effectiveness Scope of HRM without a doubt is vast. All the activities of employee, from the time of his entry into an organization until he leaves, come under the horizon of HRM. The divisions included in HRM are Recruitment, Payroll, Performance Management, Training and Development, Retention, Industrial Relation, etc. Out of all these divisions, one such important division is training and development. Training and development is a subsystem of an organization. It ensures that randomness is reduced and learning or behavioral change takes place in structured format.

TRADITIONAL AND MODERN APPROACH OF TRAINING AND DEVLOPMENT


Traditional Approach Most of the organizations before never used to
believe in training. They were holding the traditional view that managers are born and not made. There were also some views that training is a very costly affair and not worth. Organizations used to believe more in executive pinching. But now the scenario seems to be changing.

The modern approach-

training and development is that Indian Organizations have realized the importance of corporate training. Training is now considered as more of retention tool than a cost. The training system in Indian Industry has been changed to create a smarter workforce and yield the best results

TRAINING AND DEVELOPMENT OBJECTIVES


the principal objective of training and development division is to make sure the availability of a skilled and willing workforce to an organization. In addition to that, there are four other objectives: Individual, Organizational, Functional, and Societal.

Individual Objectives help employees in achieving their personal goals,


which in turn, enhances the individual contribution to an organization.

Organizational Objectives assist the organization with its primary


objective by bringing individual effectiveness.

Functional Objectives maintain the departments contribution at a level


suitable to the organizations needs.

Societal Objectives ensure that an organization is ethically and socially


responsible to the needs and challenges of the society.

TRAINING SCENARIO IN INDIAN INDUSTRY


With the world-wide expansion of companies and changing technologies, Indian Organizations have realized the importance of corporate training. Training is considered as more of retention tool than a cost. Today, human resource is now a source of competitive advantage for all organizations. Therefore, the training system in Indian Industry has been changed to create a smarter workforce and yield the best results. With increase in competition, every company wants to optimize the utilization of its resources to yield the maximum possible results. Training is required in every field be it Sales, Marketing, Human Resource, Relationship building, Logistics, Production, Engineering, etc. It is now a business effective tool and is linked with the business outcome.

According to NASSCOM (National Association of Software and Services Companies), the IT corporate training market is expected to reach Rs 600 crore in 2010 from Rs 210 Crore in 2006.

1.

Training and Development in Retail-FMCG Sector

Retail/FMCG Sector is the most booming sector in the Indian economy and is expected to reach US$ 175-200 billion by 2016. With this rapid expansion and coming up of major players in the sector, the need of human resource development has increased. Lack of skilled workers is the major factor that is holding back the retail sector for high growth. The sector is facing the severe shortage of trainers. Also, the current education system is not sufficiently prepared to address the new processes, according the industry majors.

Training Programs in Retail/FMCG Sector


some of the training programs that are given in the retail sector are:
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Sales Training On-the-Job Training Seminars/Workshops Customer Relationship Management Online Course Group Study Computer-Based Training Self-Directed Training

Preferred Educational Qualification for trainers


Some of the educational qualifications required by the trainers are: y PG in Psychology y Exposure in Organizational Development projects & Training interventions for the Service sector y Masters degree in Business Management /professional training certification. y Desired Profile Graduate in M. Pharmacy / BHMS / Ayurved or any other graduate from companies dealing in similar products

y A computer literate with proficiency in Ms Office (Word, Excel and Power Point) y Administrative / training related experience, at an Officer / Supervisor level, in beverage / food manufacturing industry (FMCG)

Variation of Salary with Experience


Salary offered to the trainers according to the relevant experience fall in the range of:

Skills and Attributes Required for Trainers


y y y y y

Team & Client management skills are crucial Must have excellent communication & presentable skills High energy level with excellent communication skill Ability to design appropriate training inputs and conduct seminars is essential Team-building & Leadership

Nature of Work

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Customer service excellence; Retail selling skills Body language & Grooming; Business etiquette Team-building & Leadership; Change & Conflict Management Identify Training needs & gaps Customize Training programs Mapping the Training needs of Sales Team. Designing the Sales Training Modules and the Strategies for Training Imparting Product Training, Process Training, Skill Training to Sales Team and to the Distributors Plan, implement and monitor training & development activities Prepare and provide the necessary training material Ensure training & development of HR is carried out effectively to improve the quality and efficiency of the work force Analyze business plans that facilitate the development of long, medium and short-term strategies and operational programs to meet T&D needs

2. Training in Banking and Insurance Sector


Favorable economic climate and number of other factors such as, growing urbanization, increasing consumerism, rise in the standard of living, increase in financial services for people living in rural areas, etc has increased the demand for wide range of financial products that has led to mutually beneficial growth to the banking sector and economic growth process. This was coincided by technology development in the banking operations. Today most of the Indian cities have networked banking facility as well as Internet banking facility. Some of the major players in the banking sector are State Bank of India, HDFC Bank, Citibank, ICICI Bank, Punjab National Bank, etc. In the Insurance sector also, rapid expansion has created about 5 lakh job opportunities approximately in the past five years. These openings are mainly in the field of insurance advisors or marketing agents. The eligibility criteria for these jobs is graduation with some experience in marketing or become insurance agents after completing school but this needs some relevant training. Earlier there were no training programs as such for insurance agents but on-the-job training only that was given once the new agent was appointed. But now the scenario has been changed, with the coming up of big players like ICICI Life Insurance, ICICI Lombard, HDFC Life Insurance, Tata AIG General Insurance, etc in this sector, people who've had some formal training are preferred while recruitment because it can be helpful in the insurance field. However, only the insurance degree in this field does not guarantee success. To be successful an agent must have strong interpersonal, networking, and communication skills. Number of opportunities in Banking and Insurance sector has increased than ever before. With this rapid expansion and coming up of major players like ICICI, HDFC, UTI, Bajaj Allianz, etc in the sector, the need of human resource development has increased.

Preferred Educational Qualification for Trainers y Any Graduate y B.A English y M.A English y BA/MA in Linguistics y M.A - Communication y MBA/PGDM - Finance, International Business y MBA in HR/Industrial Relations/Finance/Marketing y Certifications in training delivery, design and documentation y Training certification of BFSI domain Skills and Attributes Required

Skills and attributes required to become a successful trainer


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Strong team player Knowledge of various computer applications (PowerPoint, Excel) Excellent written and verbal communication skills, including public speaking Presentation Skills Accent Neutralization Flexibility and readiness to continuously improve and update self with latest knowledge on markets and products. Time Management. Planning and Execution skill. Ability to receive and provide feedback in a positive manner. Strong understanding of the matter. Coaching and mentoring skill. Interacting with diversity of people and people intensive industries Policy making ability.

Knowledge Required
Knowledge required in the Banking and Finance sector for training and development are:
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Knowledge of preparation of training modules and content development Funds Management Financial markets Knowledge of Computer based training tools Wealth Management Private Banking Banking Credit & Banking Operations

Variation of Salary with Experience


Salary offered to the trainers according to the relevant experience fall in the range of:

Nature of Work
y y y y y y y y y y y y

Providing sales & product training to clients from BFSI domain. Online Sales and Operations Training Specialist. Serve as a primary resource and expert on Business English for a sales and operations team. Design and deliver training documents. Training curriculum development and delivery. Manage multiple curriculums according to level of language skill. Evaluation of candidates; conducting periodical assessments to ascertain the retention levels. Responsible for Voice and Accent and Soft Skills. Training Need Analysis (TNA) and draw up training plans. Mapping the Training needs of Sales Team. Designing the Sales Training Modules and the Strategies for Training. Conducting trainings pertaining banking & insurance operations-Identifying training needs & skill gaps of the students.

3.Training Institutes in Banking Sector


Some of the institutes that are specific to the banking training are: y National Institute for Bank Management y Indira Gandhi Institute for Development Research (IGIDR) y Institute for Development and Research in Banking Technology (IDRBT) y Indian Institute of Banking & Finance y Institute of Finance, Banking & Insurance y Indira Gandhi Farmers & Entrepreneurship Development Institute Training Institutes in Insurance Sector some of the training institutes for Insurance sector are:
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LIC Training Center, Jan path, Delhi Insurance Regulatory and Development Authority (IRDA) Asia Pacific Institute of Management, Delhi Amity School of Insurance and Actuarial Sciences, Noida Nar see Mondi Institute of Management, Mumbai Kurukshetra University, Haryana Rai University, New Delhi Birla Institute of Management and Technology, New Delhi

Areas covered in Training Program Some of the areas covered in the training program are:
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Risk Management Process Training Product Training Credit Management Treasury Management Forex Management Interest rates and self sufficiency Liquidity management Investment Banking (Including structured Finance & Debt Advisory) Insurance Broking Stock Broking Portfolio Advisory Soft-skills development Marketing financial services

Preferred training methods used Some of the preferred training and development methods used in this field are:
y y y y y y

Game-based learning Coaching On-the-job (OTJ) Training Seminars/Workshops Simulation Workshops Computer-based training (CBT)

Job Description of trainers at Managerial Level (above 10 yrs of experience) y Budget for training y Manage training and development at the corporate level y Understanding of various methodologies for imparting training

y Return on Investment (ROI) for trainings y Understanding of interpersonal skills y Budget for training y Manage training at the corporate level y Understanding of various methodologies for imparting training y Return on Investment (ROI) for training y Rollout and ensure consistent delivery and impact of the Talent Management processes y developing internal trainers and managing a team of trainers y periodically conduct audits of other trainers y developing a method for evaluating programs / Feedback y identifying external trainers and evaluating them for suitability y Involvement in conceptualizing and designing other specified development interventions

Skills and Attributes required for trainers


y y y y y

Team & Client management skills are crucial Must have excellent communication & presentable skills High energy level with excellent communication skills Ability to design appropriate training inputs and conduct seminars is essential Team-building & Leadership

3.

Training and Development in Automobile Sector

The Indian automobile sector is growing at a rate of about 16% per annum and is now going to be a second fastest growing automobile market in the world. The sector is going through a phase of rapid change and high growth. With the coming up of new projects, the industry is undergoing technological change. The major players such as, Honda, Toyota, Bajaj, Maruti are now focusing on mass customization, mass production, etc. and are expanding their plants. According to National Development and Reform Commission (NDRC), Indias auto making capacity is expected to become 15 million units by the end of the year 2007 exceeding the yearly demand of about 7 million units. This rapid expansion is because of growing urbanization, rise in the standard of living of consumers, easy availability of finance, liberalization, privatization, and globalization of Indian Industry. This rapid expansion has created lots of job opportunities. Interested one in this sector has to specialize in automobile/mechanical engineering. Currently, Automobile in India is retaining around 10 million employees and is expected to employ more people in near future. Unorganized sector in employing 67% people while, organized sector is employing only 33% people, which is a major drawback for automobile sector. With this rapid expansion and coming up of major players in the sector, the focus is more on the skilled employees and the need of human resource development has increased. The companies are looking for skilled and hard working people who can give their best to the organization. Various companies are opening training institutes to train interested ones in this sector, like Toyota has recently opened Toyota Technical Training Institute (TTTI) near Bangalore that will offer 4 courses in automobile assembly, mechatronics (a combination of mechanical and industrial electronics), automobile weld and automobile paint. TTTI will provide both a high standard of education and training in automotive technology as well as employment opportunities

Preferred Educational Qualification for Trainers


y MBA/PGDBM in HR / Personnel Management

y PG DiplomaAny Specialization y Any degree or Diploma in HRM y B.Tech/B.E. Mechanical y BE an MBA y Post graduate degree in psychology y Post graduation with training & development as specialized

Skills and Attributes Required


Skills and attributes required to become a successful trainer are:
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Should possess good communication & presentation skills Interpersonal skills PC Skills knowledge essential Presentation skills- command over language Impeccable oral and written communication Planning and Execution skills Ability to receive and provide feedback in a positive manner Coaching and mentoring skill Interacting with diversity of people and people intensive industries Policy making ability

Variation of Salary with Experience


Salary offered to the trainers according to the relevant experience fall in the range of:

Nature of Work
y y y y y y y y y y y

Develop continuous learning program specific to Auto Component industry Identification of Training Needs, Develop Training plan, Action Plan Preparing and adhering to associate training calendar Marinating Training Database Coordinating well with different departments Design and drive the training and learning interventions for both technical and behavioral training Budgeting guidelines for T&D activists Identify and maintain excellent relations with Internal and External Trainers Provide appropriate feedback to the management Monitor Training & Development to measure and evaluate ROI of the training function. Upgrade and implement training processes

Preferred Training Methods


some of the preferred methods of training in the automobile sector are:
y y y y

Workshop Seminar E-learning Training Instructor led class Computer Based Training (CBT)

4.

Training and Development in Telecom Sector

Telecom is one of the fastest growing sectors in India with a growth of 21% and revenue of Rs 86,720 crore in the year 2006. The sector is expected to grow over 150% by 2012. With increase in competition between the major players like BSNL, MTNL, Hutchison Essar, BPL, Idea, Bharti Tele services, Tata, etc, the requirement for mobile analysts, software engineers, and hardware engineers for mobile handsets has increased. However, holding an engineering degree is not enough to survive in the Telecom Sector. There is constant need of updating of knowledge, skills, and attitudes. With this rapid growth in Telecom Sector, the need for trained professionals in bound to rise and so is the training need. The total training Market in Telecom Sector is estimated to be Rs 400 crore. Many top players are spending a huge amount on training and development, for example BSNL alone spends more than 100 crore on training and development of its employees through the Advanced Level Telecommunications Training Centre (ALTTC) and 43 other regional training institutes. Reliance has also established Dhirubhai Ambani Institute of Information and Communication Technology. In addition to that, Bharti has also tied-up with IIT Delhi for the Bharti School of Telecommunication Technology and Management. With the increase in competition, availability of huge amount of information through internet, magazines, newspapers, TV, etc, and increased awareness among customers, the demand to impart proper training in non-technological areas like customer care and marketing has increased too. Rapid technological changes, network security threat, mobile application development, growing IP deployment in the sector have brought back the training and development in the priority catalog.

Training Institutes Some of the major training institutes in Telecom Sector are: y National Academy of Telecom, Finance, and Management y Advanced Level Telecom Training Centre y Usha martin Academy of Communication Technology Initiatives y Dhirubhai Ambani Institute of Information and Communication Technology y Amity Institute of Telecom Technology and Management y Bharti School of Telecommunication Technology and Management

Preferred Training methods


y On-the-job training y Brainstorming sessions y Workshop y Short-term interactive sessions y Seminar y online eLearning y Computer Lab Work y Group study

Training Courses and Programs


y Basic Course in Mobile Communication y Sembilan OS, the Mobile Operating System y Diploma in Mobile Communication y Diploma in Wireless Technologies y Foundation Course in Mobile Communication y Advanced Diploma in Mobile Communication and Software Technology y Internet Protocol Multimedia Subsystem, IMS

Nature of Work

y y y y y y y y y y y y

Provide continuous training and optimize processes Design content and conduct training programs for all sales personnel with in sales function Assisting the managers in terms of Operations and Quality Training need analysis Arranging and implementing training Training content development Training evaluation Preparing training budgeting Develop and deliver training to internal and external technical support teams Implement new and existing training projects and initiatives Consistently review and improve training quality and effectiveness To implement and monitor the company's 'Training for future' program

Skills and Attributes Required


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Ability to create, make and edit written material Having pleasing personality and excellent communication skills Ability to influence, convince & persuade Should be passionate about service & quality Ability to see how training leads to performance, operational efficiency, staff retention Good management skills Good analytical skills Knowledge of planning and scheduling techniques Language training skills Should have strong coordination/collaborative skills

Variation of Salary with Experience


Salary offered to the trainers according to the relevant experience fall in the range of:

5.

Training and Development in KPO Sector

KPO is Knowledge Processing Outsourcing, not to be confused with BPO, which is Business Processing Outsourcing. KPO is about providing knowledge based services in the areas like market research, business research, financial research, legal services, etc., while BPO is about providing customer care services, technical support, tele-sales etc. KPO market is expected to grow from US $ 1.3 billion in the year 2003 to US $ 17 billion in the year 2010. KPO sector is expected to grow at a compounded annual growth rate (CAGR) of 49.5% till 2010. According to the National Association of Software and Services Companies (NASSCOM),

But according to Rocsearch, a UK based research firm, KPO sector will be able to reach 100,000 employees only instead of 250,000 employees. Therefore, to fill the demand and supply gap training has now become an important tool like every other technical industry. With the expected increase in number of employees, training has become the core of KPO industry as well. No matter how much qualified the person is he needs to be trained on processes. As the name itself implies, knowledge, this sector requires high level of functional know-how as well as domain know-how. There is

a constant need of well-planned training programs as the work profile requires understanding of market research objectives and methodologies. This sector requires behavioral training as well as training to handle stress because of odd working hours. If a person is committed to deliver quality, and is willing to learn with positive attitude then definitely KPO is the right place to work for him.

Preferred Educational Qualification


Some of the preferred educational qualifications of trainers in KPO industry are: y Engineers (B. E., B. Tech, M. Tech) y MBAs (Finance, Marketing, IB, IT, etc) y Chartered Accountants y Economists y Teachers (B. Ed) y Journalists y Architects y Lawyers (LLB)

Nature of Work
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Providing training on managing complex client relationships and projects Providing training on team members skills and professional development opportunities Providing training on multiple functional areas including managing and developing existing and client relationships Train, coach and develop research analysts Workflow planning, ensuring resource utilization and quality assurance Giving training to utilize both secondary and primary research sources and techniques Assist clients and/or other research delivery team members in articulating and refining research requests and projects Identification of training needs Maintaining Database and reports on training Taking training feedback Evaluation of training effectiveness Planning of schedules and long-term planning of training programs Conduct new hire training to bring new joinees up the learning curve as per the requirements

Skills and Attributes


Skills and attributes required to become a successful trainer are: Should have superior problem-solving skills Should have analytical and quantitative skills Should have excellent communication (both written and verbal) and interpersonal skills Should have the ability to analyze complex business information Should have people management skills Have the ability to give learners feedback and coach them towards improvement

y y y y y y

In KPO sector, training is given in following areas: y Animation & Design y Network Management y Intellectual Property (IP) Research y Learning Solutions y Writing & Content Development y Legal Services y Medical Services y Business and Technical Analysis y Business & Market Research y Data Analytics y Pharmaceuticals and Biotechnology y Research & Development

Training institutes in KPO sector provides training on:


y y y y y y

Understanding of the market research industry Understanding on methodologies Technical and client specific tools Stress management Behavioral skills Time Management

Training Program on the basis of Hierarch Level

Managerial
1. Project Management 2. Research & Development 3. Quality control The training in this sector usually lasts from 2 to 90 days and is provided by international and local trainers in abroad and India.

Preferred Training Methods


Some of the preferred training methods in KPO sector are:
y y y y y y y y y

Computer Based Training Methods E-learning CD-ROM-based Lectures Discussions Media access Web Video Audio

6.

Training and Development in Pharmaceutical Sector

India Pharmaceutical market is valued at about US $8 billion and is expected to reach to US $12 billion by 2010. Indian pharmaceutical market is 2% of worlds pharmaceutical market. In the last two years, 3900 new generic products have been launched because of which its market value has been increased to about US $355 million.

Growth in Pharmaceutical Sector


This rapid growth has also increased the training need of the sector.

Training Areas in pharmaceutical sector


y y y y y y

Brand Protection Contamination Control Drug Verification Supply Chain Visibility Recall Management Shrinkage Reductions

Preferred Training Methods


some of the preferred training methods are:
y y y y

Web based training Class room training Workshops On-the-job training

Preferred Educational Qualification


Some of the educational qualifications required by the trainers are: y Any Graduate - Any Specialization y PG - Any PG Course - Any Specialization y PG - MBA/PGDM - HR/Industrial Relations y B.Com Commerce y B.Pharma Pharmacy y D. Pharmacy y M. Pharmacy y B.Sc - Bio-Chemistry, Biology, Botany, Chemistry y B.Tech/B.E. - Any Specialization, Bio-Chemistry/Bio-Technology, Chemical

Nature of Work
y y y y y y y y y y

Training need analysis Arranging and implementing training Training content development Training evaluation Preparing training budgeting Develop and deliver training to internal and external technical support teams Implement new and existing training projects and initiatives Consistently review and improve training quality and effectiveness To implement and monitor the company's 'Training for future' program Customizing training content

Skills and Attributes Required


y y y y y y y y

Should be high on energy and have a passion to build people capability Should be fluent in written and spoken English. Interpersonal skills & sound knowledge in industrial relations Must have excellent written, oral and presentation skills Ability to deliver under pressure Proactive approach to problem solving Analytical and conflict management skills Leadership ability

Variation of Salary with Experience Salary offered to the trainers according to the relevant experience fall in the range of:

7.

Training and Development in Hospitality Sector

Overview Hospitality sector is growing at a very fast rate in India. The sector is growing at a rate of approximately 8%. This sector can be classified into hotel industry, travel and tourism, restaurants, pubs, clubs and bars, contract catering, and aviation. Other than that, opportunities also exist in universities, sporting venues, exhibition centers and smaller events management companies.

The major challenge of this sector is shortage of skilled employees along with the challenge of attrition rate. Skilled chefs and managers are in great demand. Managers require huge range of competencies such as, people management, viable skills, business insights, analytic skills, succession planning, and resource development in order to get success in this sector. In addition to that, employees are not enough trained on Business Etiquettes, Courtesy, and Business Communication. Hospitality is all about handling people. So an employee must have right attitude, tolerance, and listening skills in order to move up the hierarchy. There is still a long way to go to inculcate good public relation, interpersonal skills. With the increase in competition due to the coming up of major players like Four Seasons, Shangri-La, Aman Resorts, etc the need to train employees has increased more than ever before. The major players are now strategizing to increase the turnover of the customers by training their employees on Communication, Dining and Business etiquettes, etc.

Some of the essentials required by this sector are:


y y y y y

Good infrastructure Trained trainer Quality of content Certification of training course Effective Training evaluation

Training and Development Programs are available for the following areas:
y y y y

Food Production Food and Beverage Service Front Office Housekeeping

Training Providers
y TheTrainingMarket.com y Hospitality Handbooks y Air Hostess Academy (AHA) y British Institute of Air Hostess Training y Franklin Air Hostess Academy y Hi-Fly Aviation Academy y Chetna Consultancy Services

Training Courses and Programs 1. Certificate in Catering Operations 2. Certificate in Tourism Skills 3. Certificate in Hospitality 4. Certificate in Fast Food & Snack Bar Management 5. Certificate in Healthy Eating & Food Hygiene 6. Certificate in Guest House Operations 7. Certificate in Guest House Operation 8. Catering Services 9. Food Service 10. Kitchen Skill

Qualification
Some of the educational qualifications required by the trainers are: y Education UG - Any Graduate - Any Specialization y PG - Any PG Course - Any Specialization y PG - MBA/PGDM - HR/marketing/ operations/strategy y Graduate/Diploma - Hotel Management and MBA y Diploma in Hotel Management, Catering Technology & Applied Nutrition y MBA/PGDM - HR/Industrial Relations

Nature of Work
y y y y y y y y y y y y y y y

Providing training to aspirant Cabin Crews & Air Hostesses on Language Training on Business etiquettes, Courtesy, Business communication Training on personality development Training on time management Training Courtesy Crew members for restaurant operations that is for Dinein, Delivery and product Providing behavioral training Training need analysis Arranging and implementing training Making training calendar Training content development Training evaluation Preparing training budgeting Implement new and existing training projects and initiatives Consistently review and improve training quality and effectiveness To implement and monitor the company's 'Training for future' program

Skills and Attributes Required


y y y y y y y y y y y y y

Should have very good oral and written communication skills Should have had experience in making training and development content Language skills Right attitude and listening skills Dedication and Tolerance Should know to deal with people & good interpersonal and public relation skills Should be presentable Proficiency in English and Hindi Must have effective vendor management, negotiation and relationship management skills Proficiency in computer applications Excellent networking skills, with the ability to build rapport Ability to work well under pressure Ability to think out of the box and drive change and innovation

Variation of Salary with Experience Salary offered to the trainers according to the relevant experience fall in the range of:

8. Training and Development in IT/Software Development

Industry
The Indian IT sector is growing at a very fast pace and is expected to earn a revenue of US $87 billion by 2008. In 2006, it has earned revenue of about US $ 40 billion with a growth rate of 30%. IT sector is expected to generate 2.3 million jobs by 2010, according to NASSCOM (National Association of Software and Service Companies) With this rapid expansion of IT sector and coming up of major players and new technologies like SAP, the need of human resource development has increased.

According to the recent review by Harvard Business Review, there is a direct link between training investment of the companies and the market capitalization. Those companies with higher training investment had higher market capitalization. It clearly indicates that the companies which have successfully implemented training programs have been able to deliver customer goals with effective results. It shows that good training results in enhancement of individual performance, which in turn, helps the organization in achieving its business goals. Training is a tool that can help in gaining competitive advantage in terms of human resource. With the growing investment by IT companies in the development of their employees many companies have now started their own learning centers. As an example, Sun has its own training department. Accenture has Internet based tool by the name of My Learning that offers access to its vast learning resources to its

employees. Companies are investing in both the technical training, which has always been an essential part in IT industry, as well as in managerial skills development. Companies now kept aside 3-5% of revenue for training programs. As an example, some of the major players like Tata Elexi and Accenture are allocating 7% and 3% respectively of the companys overall revenue.

The specific areas where training is given in IT/Software Development sector are:
y Computer Manufacturing y EDP/ E- Commerce y Designing y Maintenance Service y Operating jobs, Computer operators, Data Entry y System Developing /Programming /Software Engineering y Networking y Research and Development in Peripheral Integration y Product Quality Control and Reliability Testing y Enterprise Resource Planning (ERP) y Database Warehousing and Management

Training Courses in Software Development Industry


y y y y y y y y

B. Tech BCA BSc. (H) Computer Science M. Tech MCA MSc. (H) Computer Science M.E. in Computer Technology & Applications Post Graduate Diploma in Computer Application (P.G.D.C.A)

Preferred Training Methods


Some of the training methods of training are:
y y y y y y y y y y

Computer Based Training Internet Based Learning Lectures Labs On-the-job (OTJ) Training Distant Learning E-Books Coaching Job Rotation

Preferred Educational Qualification


y MBA/PGDM/PGDBM in HR / Administration / IR Education y UG - B.Tech/B.E. Computers y BCA y MCA y B Sc. (H) Computer Science/ M Sc Computer Science

Skills and Attributes Required


Skills and attributes required to become a successful trainer are:
y y y y y y y y y y

Technical very sound Presentable Good in making relationship with managers Can handle queries of employees/IT Professionals Verbal / Written communication skills Excellent interpersonal skills Ability to lead and mentor team members Presentation and networking skills Should be computer savvy Excellent coaching and mentoring skills

Nature of Work
y

y y y y y y y y y y y y

Training need Analysis: A Protocol to gather and review the inputs on the performance of the hires serving the initial months of the employment. To design different Technical training modules based on the need for the same Advanced Training: Content designing and Session Scheduling to be done Work with technical managers to gauge current technical levels and align courses to deliver set target levels Propose budget and spending plan for technical and soft skill Ensure ROI for training Identification of training needs of employees by use of the appraisal data Consolidation and preparation of training calendar Conduct service excellence and behavioral modules for employees Continuously conduct and monitor feedback after the program Prepares weekly/monthly and annual training reports Takes care of trainees needs during the training Designing and developing instructional material for training courses that support company's goals Manage team member/s by assigning tasks and set goals based on work load

One of the major concerns for training companies is to create professionals who are better able to go in for a technology in a specific domain area. Other than that, there are various issues that are affecting the IT training sector such as, lack of conviction regarding training, unplanned training approach, uncertain quality focus, and lengthy decision-making process. With the coming up of various new technologies, it has become a challenge for the training institutes to offer effective, updated, latest, planned training to candidates in a shortest-possible time. To increase the market share, most of the training institutes are now strategizing to launch new product and are marketing aggressively. As an example, New Horizons is establishing partnership with its customers and delivering quality training. The company regularly conducts surveys of training needs in Indian job market. On the other side, NIIT has invested in product development to create product segmentation and is customizing them to address IT/ITES education arena. Aptech is venturing into colleges, research firms, and universities. Another opportunity that has been identified by Aptech is the field of developing content and the company is offering these services to third-party clients for customization.

Essentials in IT Industry
To survive in long term there are some definite essential things such as,
y y y y y y

Good infrastructure Trained trainers Quality of content Certification of training course Effective Training evaluation Post training support, etc

This must be met by the Indian players.


With the rapid expansion in IT/ITES sector, now there is enough scope of IT training courses and institutes. IT sector is soon going to face a huge shortfall of skilled employees, if the growth in the software industry goes by as expected. According to recent report of NASSCOM (The National Association of Software and Services Companies) on software industry, the IT services sector will see a shortfall of 2,35,000 people by 2008. IT spending in the global business world is expected to grow by 6 to 7 % in the next 3 years, which will be enough to give boost to the IT training sector. This huge IT spending is largely because of uptake in IT recruitment. According to a recent IDC report, India alone spends $216 million, i.e. 21% of the total spending of IT training in the region, and is expected to be one of the largest contributors in the coming years. This is largely because India alone accounts for 60 % of the total Asia-Pacific demand for IT professionals.

Currently, the IT training market is valued at Rs 100 crore, and is expected to reach Rs 500 crore over the next 3 years.

The major factor that is responsible for growth in IT sector is the e-governance initiatives introduced by central government and various other state governments. Now there is a notable shift from long-term course to short-term training certifications. Due to this, the focus is now on hiring professionals with expertise in particular domains. The demand has largely for JAVA and .NET professionals. And on the NETWORKING end, network storage and Linux demand is taking a toll.

Variation of Salary
The following table describes the salary offered to the trainers according to the experience & variation of Salary with Experience in Software Services Industry. In Software Services Industry Salary offered to the trainers according to the relevant experience fall in the range of:

Variation of Salary with Experience in BPO/KPO/ITES Sector


Salary offered to the trainers according to the relevant experience fall in the range of:

9.

Training and Development in BPO Industry

BPO is Business Process Outsourcing. It is an agreement between two parties for specific business task. The BPO industry is growing at an annual growth rate of 14% and is expected to cross $310 billion by 2008. Job seekers prefer BPOs over other sectors because it is providing high paying jobs to graduates/undergraduates. To deliver desired services to customer, who is 10,000 miles away, it is important to have good amount of business knowledge and required expertise. The various reasons behind the increasing training need in the BPO industry are: BPO industry is expected to generate 1.1 million jobs by 2008, and 6 million jobs by 2015, which is why training need has increased more than ever before. 2010.

Coming up of high profile BPOs


Training has become a major tool to retain employees. People working in BPO sector face the problem of night shift, job stress that results in de motivation. Well designed training program with clear career path increases the job satisfaction among the young professionals and help them in becoming efficient and effective at the work place. Therefore, organizations have to handle such challenges of meeting training needs, although, the sector is taking a lot of initiatives in conducting training for new joiners. Companies are now aligning business goals with training costs. But what more important is, is the development of the skills of middle management. Various BPOs have an elaborate training infrastructure that includes

Computer-Based Training rooms, and specially trained and qualified inhouse trainers. The companies are now busy designing training programs for their employees. These companies try identifying the strengths and weaknesses and are emphasizing more on their personalities, problem-solving skills, and leadership skills. With constant change in processes, technologies, techniques, methods, etc, there is a constant need of updating, training and development the BPO employees to consistently deliver customer goals.

Preferred Educational Qualification


y UG - B. Ed Education

y Any PG Course - Any Specialization y B.A - Communication y Any Graduate - Any Specialization y MBA/PGDM - HR/Industrial Relations y PG Diploma - Any Specialization y MBA from good institution specializing in training and development

Nature of Work
To conduct training in:
y y y y y y y y y y

Communication Personality Development Grammar for companies in the Customer Service Time Management Customer Focus Accent Neutralization Voice Training Phonetics Modules Presentation Skills Culture Sensitization

1. Identification of training needs 2. Maintaining Database and Preparing reports on training 3. Taking training feedback 4. Evaluation of training effectiveness 5. Planning of schedules and long-term planning of training programs 6. Conduct new hire training to bring new joiners up the learning curve as per the requirements 7. To develop a training planner for the year based on the training need analysis 8. To develop training material and appropriate delivery methods for new hires as well as new initiatives for existing staff 9. To track progress and maintain records of all training activities

Skills and Attributes


Skills and attributes required to become a successful trainer are:
y y y y y

Aptitude: Towards people management & counseling Key Competencies: Content development abilities Attributes: Good people skills Excellent command over English Good personality

y y y y y y y y

Excellent Communication & team handling skills Self Driven Person Excellent presentation skills Ability to train on language skills High energy, enthusiasm and hands on approach Logistics and Resource Management ability Transfer information in a simple and effective manner with clear and concise communication Should have core competency in conceptualization, designing and conduct of employee development programs in technical, behavioral and skill development Have the ability to give learners feedback and coach them towards improvement

Players in BPO Industry


1. Hero Mind mine is leading training and development organization in India and is a part of Hero Group, Wipro. 2. Accentual, a Gurgaon based training and development organization. 3. Karrox Technologies a Mumbai based training organization. 4. NIIT Paintworks is Delhi based training organization and its BPO client is Daksh. 5. Akiko Call net, a Delhi based at training organization and its BPO clients are V Customer and Daksh. 6. Fands Info net is Pune based and its BPO clients are Emphasis and EXL.

VOICE AND ACCENT TRAINERS IN BPO INDUSTRY


y y y y y y y y

Hero Mind Mine Mind Speed, Bangalore Relationship Management Services Pvt. Ltd., Mumbai Sullen Consultants Pvt. Ltd., Bangalore Nexgen, Hyderabad. Academia, Bangalore Accentual USA Inc., Gurgaon Evolve, Bangalore, Delhi, Mumbai

Areas Covered in Training Programs


The specific areas where training is given in BPO sector are: y Customer Care y Technical Support y Payroll Maintenance y Publishing y Sales and Telemarketing y Finance and Accounting y Human Resources y Intellectual Property Research and Documentation

Training Courses in BPO Sector


y y y y y y y y y

Call Centre Management Advanced Interpersonal Communication Business Communication Accent neutralization Customer Relationship Management E-mail Etiquette Selling over the Phone Telephone Etiquette Cross-cultural Training

Preferred Training Methods


some of the preferred training and development methods in BPO Industry are:
y y y y y y y y y y y

Computer Based Training Methods E-learning CD-ROM-based Lectures Discussions Media access Web Video Audio Web-based training sessions Intranet-based training courseware

BIBILIOGRAPHY http://en.wikipedia.org/wiki/Training_and_development shttp://traininganddevelopment.naukrihub.com/