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A PROJECT REPORT ON To study, analyze and evaluate Training and development practices imparted by NIS- Sparta at Reliance Communication

(June August 2008) AT Reliance Communication In partial Fulfillment of

MASTERS DEGREE IN BUSINESS ADMINISTRATION SUBMITTED TO UNIVERSITY OF PUNE BY MS Sadiya A. Contractor MBA-II [2007 2009] ALLANA INSTITUTE OF MANAGEMENT SCIENCES. PUNE-411001.

COMPANY CERTIFICATE

GUIDE CERTIFICATE

ACKNOWLEDGEMENT

Words are inadequate to express my gratitude to the Reliance Communication NIS Sparta for giving me an opportunity to undergo the practical training in their company and extend me full cooperation, enabling me to successfully complete this project report. I am thankful to my family and friends who have helped and supported me to make this project a success. I am particularly grateful to Mr. Amit Kumar Girdhar, Head - State Operations (Maharashtra & Goa) - NIS Sparta for his cooperation extended to me by providing necessary information & timely help. I am also obliged and indebted to Dr. K.K. Singh Director, Allana Institute of Management Sciences, Pune and Prof. S.D.Bagade,my internal guide for the valuable suggestions and encouragement in completing this project successfully.

Sadiya A. Contractor

DECLARATION

I am very well aware of the ethics and guidelines one has to follow while working on a project in a disciplined manner. Being aware of a project regarding its Factuality and Authenticity, I have tried my best to perform my task. All the information mentioned here throughout the project is true to the best of my knowledge. And I declare it as true and the collection made through own website and by my own personal observation and experience. The theoretical part is gathered from various Human Resource reference books whose quotations have been mentioned in bibliography.

Sadiya A.Contractor -----------------------

EXECUTIVE SUMMARY

EXECUTIVE SUMMARY
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Project Title : To study, analyze and evaluate Training and development practices NIS- Sparta at Reliance Communication (June August 2008)

imparted by

Organization: Reliance Communication, 7 loves chowk, Swargate ,Pune Name : Sadiya A Contractor Course Persuading : MBA Specialization : Human Resource Management Institute : Allana Institute Of Management Sciences

Objective of the project: To study the effectiveness of the training imparted by NIS- Sparta and its resultant in the performance of the employees. To know the perception of the employees regarding training methods in Reliance Communication To identify how training assists the employees to acquire skills,knowledge and attitude and also enhance the same. To study whether training helps to motivate employees and helps in avoiding mistakes.

Research methodology:

For our project we requir ed information like knowledge about the employees understanding ,skills generated and the mastery gained during the training. Hence we have taken a insight at the performance of the employees through evaluation of performance, through questionnaires and data received by the management. QUESTIONNAIRE : In this method, a list of questions related to subject is prepared and given to participants. The questionnaire contains questions and provides space. A request is made to participants to fill up the questionnaire and send it back within a specified time.

Advantages: Can reach many people in a short time. Is relatively inexpensive. Gives opportunity of expression without fear of embarrassment. Yields data easily summarized and reported.

Limitations: Little provision for free expression of unanticipated responses. May be difficult to construct. It has limited effectiveness in getting at the causes of problems and possible solutions.

SCOPE OF THE PROJECT:

The scope/range of this project report is not too far stretching to the whole of Reliance Communication, Pune rather it only covers the training and development activities conducted By NIS Sparta for its employees. My project mainly deals with the present method of training given at Reliance Communication during my tenure of the project, July August 2008. This project covers training, training programmed, and training evaluation and excludes all other human resources activities conducted before and after training.

Research tool: Questionnaires and the evaluation of the performance to check the effectiveness of training imparted. The questions were both structured and unstructured.

1.

Population and Sample size:

The number of employees working in Reliance communication, Pune, swargate is nearly 200 employees and it is still expanding. Out of which I have selected a sample of 25 people who have undergone the training programme in the last six months to have a flavor of the new practices in training.

2.

Major findings: Employees are content with the way the training is conducted.

The cooperation between the colleagues and the level of support they share with each other binds them in an attachment towards the company. Regional behavior and language influence is higher during training and even after delivering their language; the desired effects are not seen. Some of the superiors do not bother to make Development Action Plans and submit to the trainers. The training is mainly conducted all around India, the trainers have to travel but sometimes the logistics and arrangement is non-satisfactory. The findings from the data analysis from the questionnaire show a positive improvement, enhancing and overall rating about the training programme. The reality learning and simulations were thoroughly enjoyed by the employees who have received it.

3.

Suggestions In todays competitive world, attitude is the factor which is the dividing line between failure and success. Thus recruitment of the employees must be made not only on skills and attitude but also the attitude of the employee. If an employee has a positive attitude then training for him can be more effective, he has a positive effect on the climate.

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The raining records must be maintained, preserved properly and updated timely. Proper care should be taken while selecting the trainers. Nis Sparta trainers must be given continuous feedback and the training should be performed as a continuous planned activity. New and different trainers should be invited so that the maximum impact can be got from the training programmes. Co ordination and interaction of the employees of all levels must be encouraged to locate new talents among employees. Solution to some of the problems faced by the employees, should be suggested by the employees themselves to make them feel valued at the organization. The DAP( Development Action Plans) must be prepared and given to the trainers as soon as possible for further follow up from the side of the trainers.

4.

Conclusion

Analysis of all the facts & figures, the observations and the experience during the training period gives a very positive conclusion/ impression regarding the training imparted by the NIS Sparta trainers. The NIS Sparta is performing its role up to the mark and the trainees enjoy the training imparted especially the reality learning and simulation. The training imparted meets the objectives like: Effectiveness of the training and its resultant in the performance of the employees. 11

Assists the employees to acquire skills, knowledge and attitude and also enhance the same. Helps to motivate employees and helps in avoiding mistakes. It becomes quite clear that there is no other alternative or short cut to the development of human resources. If we have to meet the challenges of technology, social and economic we have to train the HR irrespective to their category at which they work in the organization. As it is recognized fact that we cannot survive in tomorrow businesss world with yesterdays method. And hence the continuous development of HR is prime need of todays or ganization.

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CONTENT/INDEX.

HEAD NO 01 02 03 04 05 07 08 09 10 11 12

TITLE EXECUTIVE SUMMARY INTRODUCTION COMPANY PROFILE OBJECTIVES OF THE STUDY LITERATURE REVIEW RESEARCH METHODOLOGY

PAGE NO

DATA ANALYSIS & INTERPRETATION FINDINGS CONCLUSION SUGGESTIONS APPENDICES

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INTRODUCTION

INTRODUCTION TO THE STUDY

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HUMAN RESOURCE MANAGEMENT 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, Per formance 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 behavior al change takes place in structured format. Hence I have taken this topic for my proj ect. My project deals with training and development of the employees at reliance communication. The training is imparted by NIS Sparta. On July 7, 2004, Reliance Infocomm acquired NIS Sparta, Asia's premier Performance Enhancement Solutions organization, making yet another addition to the Reliance family. Following are the areas of Training & Development I tried to cover -up in my work. 1) 2) 3) Studying training activities Analyzing training programme Evaluating the training.

The study shows the scope in the field of T & D ranges rights from recruiting an employee at any level and how to treat them throughout their working year till the time he discharged or retired from the organization. 15

MY PROJECT The project report presented here is primarily concerned with training and development part of employees in the organization. Training and development is always an important aspect of the growth of a company and the individual employees as well. Due to daily changing business environment, manufacturing process, technological advancement and rapid growth in the demand of the products and services etc the workforce of any organization has to be very well equipped with the skills, ability, and talent required to cope up with the market competition. Now a days many organizations are conducting training programme to improve the productivity of employees. The quality of employees and their development through training and education are major factors in determining long term profitability of a business. If you hire and keep good employees, it is good policy to invest in the development of their skills, so they can increase their productivity. Training often is considered for new employees only; this is mistake because ongoing training for current employees helps them adjust to rapidly changing job requirements. Evaluation is the systematic appraisal by which we determine the worth, value or meaning of something to someone , In case of training we are concerned with providing information on the effectiveness of the training activity to decision makers who will make decision based on the information . Evaluation plays a significant part in every step of the training process. It is important that evaluation be a planned or systematic effort that is built from the start of the training process. The main objective of training programme to determine if they are accomplishing specific training objectives, i.e.,correcting performance deficiencies. . IMPORTANCE OF TRAINING AND DEVELOPMENT 16

Training and development is a routine based, non-stop practice, which a growing business organization must conduct to achieve their production target. From organizational point of view it is very crucial to assure the quality, quantity, and effectiveness etc of the product by the means of suitable training. Development of the employee comes handy with training activities, making them much more capable in out performing various activities with high professions and accuracy by using advance technical/mechanical tools and equipments. As a management trainee I myself come through various aspects like performance appraisal, payroll management, labors related laws and issues etc during my training and development project.

Evaluating the productivity of the employees can very well recognize how to distribute your workforce. This information gathered after conducting training programmed which is immensely helpful for the human resour ces manager and the whole department. Training helps measure the performance of the employees by evaluating the training given and comparing the individual and group's latest output with the output given before training programmed.

SCOPE OF THE PROJECT :

The scope/range of this project report is not too far stretching to the whole of Reliance Communication, Pune rather it only covers the training and development activities conducted By NIS Sparta for its employees. My project mainly deals with the present method of training given at Reliance Communication during my tenure of the project, July August 2008 This project covers training, training programmed, and training evaluation and excludes all other human resources activities conducted before and after training. 17

HYPOTHESIS: Training and Development activities conducted by NIS Sparta Reliance Communication are effective and the employees are better performers after the training is imparted.

LIMITATIONS:

The project is a collection of study, observation, and practical experience during my summer internship programmed where i was a member of the team working in the training and development of employees

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I tried to perform this project in best possible manner to avoid any lacuna or lack ness. In spite of all my efforts In this regard but due to the far stretching activities conducted at Reliance Communications, my project lack in some of the following heads Where there is a chance of further elaborating study on the same subject.

Some information being very sensitive as far as organization is concerned is left untouched and not mentioned in any way. Top-level strategic type of decisions and information too are not taken under study to avoid any favor to the business counter parts. My project does not concerned about the designing and planning of training activities which forms a crucial and major part of this field hence a full fledge study can be done in this area. The data presented here is taken by prepared questionnaire (open ended and closed ended) and information and feedback received from the management. No research has been conducted on this topic for the purpose of this project thus holds a complete field research and development. Due to Time Constraints, I was not able to touch all aspects of training and development. Due to security reasons, I could not attend the training conducted which would give me a practical experience.

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COMPANY PROFILE

COMPANY PROFILE

28,2002.the 70 th

Reliance Communications Ltd.,Pune was launched on December birthday of the Reliance group founder,Shri Dhirubhai H Ambani.

Reliance Communications is a service industry and it daily launches new products with new technologies. Dealing with foreign market they required people who help 20

them to increase productivity of the organization and sales of product.So, they fr equently organize the training programme for newly joined and current employee. As they conduct the training programm f requently ,each time they required to evaluate the recently completed training programme.So they have given me that apportunity to evaluate the training programme. Reliance Communication was launched on December 28,2002.the 70 birthday of the Reliance group founder, Shri. Dhirubhai H Ambani .
th

Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group (ADAG) of companies. Listed on the National Stock Exchange and the Bombay Stock Exchange, it is Indias leading integrated telecommunication company with over 55 million customers. History In the year 2000, the Infocomm plans were announced.which.by far,was the largest infocom structure that the country had seen so far Reliance Communication launched first Reliance India Mobile on December 28,2002 . Taking in to consideration the changing lifestyles and the end users habits Reliance Communications will disseminate information at a low cost. Make a telephone call cheaper than a post card . Create new customer experiences. Constantly strive to be ahead of the world. Reliance Communications will transform thousands of villages and hundreds of towns and cities across the country. Above all, Reliance Communications will pave the way to make India a global leader in the knowledge age. We will create the next generation communication network and information technology infrastructure that will bring immense value to every Indian, and leapfrog India into the center stage of global infocomm space 21

Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the worlds top Fortune 500 corporations. The fact that he took barely a quarter of a century to do that is what makes this achievement special..Make the tools of infocomm available to people at an affordable cost.They will overcome the handicaps of illiteracy and lack of mobility Dhirubhai firmly believed the country could use information and communication technology to overcome its backwardness and underdevelopment. Mr, Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said, Growth has no limit at reliance. I keep revising my vision. Only when you dream it you can do it . RIC today finds itself on the threshold of a tr ansformation as it strives to meet the challenges of an ever changing and competitive environment to emerge as a performance oriented, system driven, and professional organization. The only way forward is to focus on our Customer & Customer Service.

Vision We will leverage our strengths to execute complex global-scale projects to f acilitate leading-edge information and communication services affordable to all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders and enable millions of India's knowledge workers to deliver their services globally. Mission Reliance Communication will offer a complete range of telecom services, covering mobile and fixed line telephony including broadband, national and international long distance services, data services and a wide range of value added services and app;ications that will enhance productivity of enterprises and individuals.

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Reliances dream is to make a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. It aims to achieve this by putting the power of information and communication in the hads of people of India at affordable costs. Products: Reliance Communication is a service industry. Reliance Communications offers a wide range of applications including hour-to-hour news updates, high quality video streaming, downloadable multilingual Ring Tones, seasonal updates including festival specials, city & TV guides, exam results, astrology, mobile banking, credit card transaction from mobile phone, bill payment and stock prices. Reliance Communications brings Real Broadband experience to Indians for the first time through a host of unique applications and services. This includes Video Chat, Multi-location Video Conference, Multi-player Online Gaming, High Speed Internet, Vir tual Office, Digital Storage, Digital Movie, Digital Customized Music,Digital Electronic News Gathering Service and E-Learning.

Reliance ADA Group


Reliance-

Group
ADA

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Infocomm Group Business Companies Associate

Infocomm

Energy

Adlabs

Others
Companies

Companies

Reliance communication Pvt.LTD (RCPL)

Rrliance Energy Ltd (REL) RTL) Gener

Reliance Capital Reliance Ltd (RCL) Telecom Ltd Reliance Energy Reliance Capital Asset Mgmt Ltd ation Ltd (REGL (RCAM) BSES Rajdhani Reliance Gen Ins Co Ltd (RGIC)

Reliance RelianceNextComm Link Pvt LtdInfrastructure (RNL) Ltd-(RCL) Reliance Digital World Pvt Ltd-

Reliance Info Power LTD Engg Pvt Ltd (BRPL) (RIEL)

Yashasvi (RDWL) Reliance Commu Pvt Ltd Reliance Life Ins Infostream Pvt (YCPL) Co Ltd (RLIC) Ltd-(RIPL) Reliance Webstore Pvt Reliance Energy Ltd-(RWSL) Getway Systems (India) Ltd(GWSL) Reliance Reliable Internet Ltd (RWSL) Service Ltd (RISL) Reliance Info Infra Pvt Ltd(REEP) (TFIL) Synergy Enterpreneur Solution-(SESL) Finnese Innovation Pvt Ltd-(FIPL Ltd (RECP) Automation Pvt (REAP) (NISS) NIS Sparta Ltd

Reliance Energy Pragati Value Webstore Pvt Added People (PVAP) Reliance Energy Engineers Pvt Reliance Energy Mgt. Serv(REMS) Reliance Energy Transmission(RETM) Reliance Energy Trad Pvt-(RETP)

Constructior Pvt

Reliance Communications Ltd


Fiag Telecom

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Director ,CTO

CEO Director (Project)

Manager Project Manager Porject Finance Maneger Sales

Manager

AS Team Leader Team Manager Leader Manager Manager HR Admin

Executive Sales

Sinior

Dst HR unit)

Executive

Manager (Salary Manager

executive

Training

ORGANIZATION CHART

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Reliance Communications Business


1. 2. 3. 4. 5. Personal Enterprise Home Global World

Reliance Communication envisions a digital revolution that will bring about a new way of life. A Digital way of life for New India .With mobile devices , netways and broad band systems linked to powerful digital networks,.Reliance Communication will usher fundamental changes in the social and economical landscape of India Reliance Communication will help men and women to connect and communicate with each other Reliance Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group founded by Shri Dhirubhai H Ambani (1932-2002), ranks among Indias top three private sector business houses in terms of net worth. The group has business interests that range from telecommunications (Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the generation and distribution of power (Reliance Energy Ltd). Reliance ADA Groups flagship company, Reliance Communications, is India's largest private sector information and communications company, with over 55 million subscribers. It has established a pan-India, high-capacity, integrated (wireless and wireline), convergent (voice, data and video) digital network, to offer services spanning the entire infocomm value chain. Other major group companies Reliance Capital and Reliance Energy are widely 26

acknowledged as the market leaders in their respective areas of operation.

Reliance Mutual Fund Reliance Energy Ltd.

Reliance Communications

Harmony

Reliance Anil Dhirubhai Ambani Group Reliance Life Insurance

Reliance Reliance General Insurance

BOARD OF DIRECTORS RCOM

Shri Anil D. Ambani - Chairman Prof. J Ramachandran Shri S.P. Talwar Shri Deepak Shourie Shri A.K.Purwar

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Reliance Infocomm acquired NIS Sparta On July 7, 2004, Reliance Infocomm acquired NIS Sparta, Asia's premier Performance Enhancement Solutions organization, making yet another addition to the Reliance family. NIS Sparta has more than a decade of experience in areas like Leadership Development, Sales Maximization, Process Consultancy, Customer Relationship Management and Content Development. Reliance has identified a synergy with NIS in view of its commitment to the retail, telecom, petroleum and other sectors, consequently seeking the services of NIS Sparta to train about 1,00,000 people across the country. This acquisition further strengthens NIS Sparta's preeminence in all sectors of its involvement, namely Telecom, Petroleum, Insurance, Power and other Retail sectors. As a sequel to this association, the Reliance-NIS Academy is being launched with dedicated staff, engaged in conjunction with Reliance businesses. The Academy will establish 110 centers to commence training for customer-facing operational staff for different industries under its operations. V V Bhat, Group President, Management Services is the new Chairman of the outfit, while Sanjeev Duggal continues as its CEO and Managing Director. Welcoming NIS Sparta into the Reliance family, V V Bhat was confident that the organization would significantly contribute to the strategic learning initiatives of the Reliance Group, further strengthened by Reliance's Infrastructure and Technology support. ABOUT NIS SPARTA NIS Sparta is a division of Mudra Communications Pvt. Ltd., a Reliance ADA group organisation. NIS Sparta is Asia's leading training, education and learning solutions provider. We partner organisations in achieving their mission critical goals through enhanced effectiveness of their people and processes, using proven methodologies. NIS Sparta offers customised solutions for Top management, Middle management and Supervisory level; our training modules are based on Knowledge development, Behaviour development, Skill development and Process design and development. NIS Sparta is strategically organised to offer training and learning solutions torganisations and individuals 28

VISION

CORE PURPOSE

Key industry verticals The undisputed leader in the learning solutions domain, NIS Spartas clientele comprises of industry leaders in a number of key sectors, including: Automobile Telecom Banking Insurance Pharmaceuticals Power Manufacturing Service sectors IT ITeS Railways FMCG Oil & Gas Recognition and awards =Indira Super Achiever Award 2007 by Indira Group of Institutes, Pune =Udyog Rattan Award by the Institute of Economic Studies 29

Senior Gold Director for =Outstanding Sales Achievement & Commitment to Professional Excellence by Inscape Publishing =Creating Corporate Advantage in Global Economy by Delhi School of Economics ITM University Award for =Corporate Excellence

OBJECTIVES OF THE STUDY

To study the effectiveness of the training imparted by NIS- Sparta and its resultant in the performance of the employees. To know the perception of the employees regarding training methods in Reliance Communication. To identify how training assists the employees to acquire skills,knowledge and attitude and also enhance the same. To study whether training helps to motivate employees and helps in avoiding mistakes.

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REVIEW OF LITERATURE REVIEW OF LITERATURE

When the candidates are recruited from outside or selected, promoted from inside, it is expected that they must perform their jobs with maximum efficiency and competence. Therefore after selecting the candidates, the next logical step is to train them for better performance. Era of vocational training th started during industrial revolution, which took place in Britain in 18 apprentices working n different f actories use to get vocational training in the form of direct instructions in the operation of machines. Thereafter specially when use of computers, automatic machines increased and because of r apidly changing techniques the need of training is recognized as one of the most important organizational activities. Training is required to be given to employees to keep them updated effective and efficient. At present, it is observed that all organizations, of whatever types they may be, need to have well trained experienced and skilled people to perfor m various activities. If current job occupants meet this requirement, in that case, training is not important but if it is not the case, it is very essential to raise the skill levels, increase the versatility and adaptability of the job occupants by giving them necessary and appropriate training. THE TRAINING PROCESS: ASSESSMENT PHASE Assess training need of different group of employee Define objectives

century. The

PLANING TRAINING Design training programme Define Methods, content of programme About trainer Place and time of training programme 32

CONDUCT OF TRAINING

EVALUATION Evaluation of training programme Check- objective are achieved ?

Needs Assessment: Needs assessment diagnoses present and future challenges to be met through training and development Needs assessment occurs at two levels- Group and individual. An Individual obviously needs training when her or his performance falls short of standars i.e. when there is performance deficiency Assessment of training needs occurs at the group level too.Any change in the organizations strategy necessitates training of group of employees. Training Objectives: To raise the productivity : Increased human performance often directly leads to increased operational productivity and increased company profit. To improve quality in work : Improvement in quality may be in relation to companys product / service. To improve health and safety : Proper training can help prevent industrial accidents. Outdated prevention : Training and development programmes foster the initiative and creativity of employees and help to prevent manpower obsolenscence, which may be due to

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age, temperament or mptivation or the inability of a person to adapt himself to technological changes. To improve organization climate: An endless chain of positive reactions results from a wellplanned training programme. Production and product quality may improve , financial incentives may then be increased, less supervisor y pressure may result. Personal growth: Management development programmes seem to give participants a wider awareness , an enlarged skill, and enlightened altruistic philosophy, and make enhanced personal growth. SELECTION OF TRAINEES Trainees should be selected on the basis of self-nomination, recommendations of supervisorsor by the HR department itself. SELECTION OF TRAINERS Training and development programmes may be conducted by several people, including following 1. 2. 3. 4. 5. 6. 7. Immediate supervisors, Co-worker, Members of the personnel staff, Soecialists in other parts of the company, Outside consultants, Industry associations, Faculty members at universities.

Large organizations generally maintain their own training departments whose staff conducts the programmes. TRAINING METHODS 34

On-the-job training : Almost every employee, from the clerk to company president gets some on-the-job training ,when he joins a firm. Under this method, an employee is placed in a new job and is told how it may be performed.It is primarily concerned with developing is an employee skills and habits consistent with the existing practices of an organization, and with orienting him to his immediate problems. Vestibule training (training-centre training): Vestibule training method attempts to duplicate on-the-job situation in a company classroom. It is a classroom training which is often imparted with the help of equipment and machines which are identical with those in use in the place of work.This methods enables the trainee to concentrate on learning the new skill rather than on performing an actual job.Theoretical training is given in the classroom while the practical work is conducted on the production line.It is a very efficient technique of training semi skilled personnel e.g.clerk, machine operation , testers,typists etc. Training is in the form of lectures, conferences, case studies, role-playing and discussion. Demonstrations and examples : In the demonstration techniques,the trainer describes and displays. When he teaches an employee how to do something by actually performing activities himself and by going through a step-by-explaination of why and what he is doing. Demonstrations are effective techniques in teaching as it is easier to show a person how to do a job then to tell him or ask him to gather instruction from the reading material. Demonstrations are often used in combination with lectures,pictures,text materials,discussions etc. Simulation : Simulation is atechnique which duplicates the actual condition encountered on a job. Trainees interest and employees motivation are high in simulation exercises because he actions of a trainee closely duplicate the real job conditions. This method is essential in cases in which actual on-the-job practice might result in a serious injury,a costly errors. This technique is a very expensive one. Apprenticeship : Apprenticeship training is the oldest and most commonly used methods.It is a training in crafts,trades and in technical areas.A major part of training time is spent on-thejob production work Classroom training: 35

a) Lectures: Simplest way of imparting knowledge to trainees is by lecture. Concepts or principles,attitude,method can be useful when large group are to be taught.The lecture metho can be useful when large groups are to be trained within a short time, thus reducing the cost per trainee. b) The Conference Method : In this technique, the participating individuals confer to discuss points of common interest to each other. Conference is a formal meeting, conducted according to organized plan. c) Seminar or team discussion : There are different methods of conducting seminar. It may be based on paper prepared by one or more trainees on the subject in consulting with the person in charge of the seminar. d) Case studies : The person in charge of training make out a case,provides necessary explainations, initiates the discussion going. When the trainees are given cases to analyse. They are asked to identify the problem and recommend tentative solutions. e) Role Playing : in role playing , trainees act out a given role as they would in a stage play.It basically involves employee-employer relationships hirind, firing,interviews disciplining etc. f) Programmed instruction method : A programmed instruction involves breaking information down into meaningful units and then arranging these in a proper way to form a logical and sequential learning programme or package. g) T-group training : This comprises of Audio-visual aids and planned reading programmes.

STUDYING TRAINING ACTIVITIES AT RELIANCE COMMUNICATION


On July 7, 2004, Reliance Infocomm acquired NIS Sparta, Asia's premier Performance Enhancement Solutions organization.Nis Sparta trainers impart training to all the five business employee namely: 36

1. 2. 3. 4. 5.

PERSONAL ENTERPRISE HOME GLOBAL WORLD

Training is given for three aspects: 1. Skill 2. Knowledge 3. Attitude Skill is required for customer orientation, Customer care, leadership, time management and behaviour. Such training is imparted by Nis Sparta trainers through simulations and outbound activities and reality learning like raft building , crazy Olympics and orientation. Knowledge based training revolves around product, process of the company, plans offering to the customers, competition knowledge and Market Intelligence. Attitude is some thing that is within the person itself. It can be positive or negative. Here attitude training is given by the academy of NIS Sparta. It is a 21 days programme.

TRAINING BY NIS SPARTA


Under each and every business of RCom, training imparted differs at each vertical and for each business. Let us begin with the businesses one by one: Personal It deals with Pre-paid, post-paid(landline or mobile), data cards vouchers, e-recharge, PCO. There are channels for retail outlets that sell landline and mobile. Thay are known as Reliance Web World expresses. They also have distributors for pre paid connections and direct sales team for post paid connections. The distribution takes place at places like Big bazaar, Amway and Subhiksa,etc. Training Here training is imparted on the products i.e. knowledge based training. They are thought how to deal with customer care & complaints along with front desk etiquettes which is skill based training. 37

There is an induction progr amme in which training on reliance products ar e given and they are put on job for 3 months afer which second level of training is given. This is even more informative and all the necessary training of products is completed. Then he is on the job for 6 months. After successful completion of both the trsining , he can be considered for career growth in the same business. After the induction reforms training they have to undergo a test in which they have to score at least 70%. This test is called as MCMP (My Credit My Progress). He gets the certificate of MCMP after that second training is conducted and he is monitored for one year. Enterprise : It deals with broadband `s: i. Wireless broadbands There is a direct sales team for distribution. ii. Enterprise wireless groups This caters to the corporate. iii. Installors The planning team takes the charge which includes the field sales associate and the sales associate. Training Here training is imparted on the products i.e. knowledge based training. They are thought how to deal with customer care & complaints along with front desk etiquettes which is skill based training. There is an induction progr amme in which training on reliance products ar e given and they are put on job for 3 months after which second level of training is given. This is even more informative and all the necessary training of products is completed. Then he is on the job for 6 months. After successful completion of both the training , he can be considered for career growth in the same business. After the induction reforms training they have to undergo a test in which they have to score at least 70%. This test is called as MCMP (My Credit My Progress). He gets the certificate of MCMP after that second training is conducted and he is monitored for one year. Home It deals with the technical training of wiring, drilling, set up box. It has after sales department to look into any customer complaints, distribution is done with the sales force and the installers of disc is done by the field force

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Global business It deals with optical fibres i.e. under sea cables connecting different countries for communication. a. FLAG( Fibre Link Across Globe ) telecommunications was itself a world r enowed and well established company. Rcom has taken over FLAG. NNOC (National Network Operation Centre) is a r eliance baby wher people sit and monitor the optical fibres. It is at Bombay and Hyderabad.

b.

Training Here knowledge based training is not requir ed as these people of FLAG and NNOC are the best at their job. Only skill and behavioral and attitude training is imparted

NATIONAL NETWORK OPERATION CENTRE World It deals with web world retails. It has semi company owned outlets. NIS Sparta imparts training: 1. 2. 3. Reality training Enterprise business groups Academy

Reality learning NIS Sparta has pioneered Reality Learning, a revolutionary new concept in learning effectiveness. Evolved by NIS Sparta after over eleven years of research and development, Reality Learning covers a wide variety and facets of learning methodologies. 39

1. 2.

Outbound Training Programmes Business Simulations

Adventure Based Learning Experience (ABLE) One of the ways in which Reality Learning is executed is through Adventure Based Learning Experiences (ABLE). ABLE is a war simulation scenario drawing from the learning of strategy and tactics applied in militar y science. Participants in the learning intervention are placed in a highly competitive and uncertain environment where the need is to achieve a pre-determined objective. ABLE uses multiple simulation formats to address differing requirements. For instance, ABLE can be designed as a Leadership Program, a Team Building Program, a Management Development Program and even a programme designed to develop the Killer Instinct in sales teams. ABLE equipment comprises of wireless sets, laptops, maps, compass, and other select equipments. ABLE becomes especially unique as it also captures emotions like disappointment, stress, anger, enthusiasm and joy, apart from skills, to facilitate the process of translating learning into practice. A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learning: Orienteering Orienteering comprises of an expedition with two teams, each attempting to operate within limited resources and having to deal with multiple contingencies, leadership crisis as well as to accomplish defined goals before proceeding ahead. Two observers from NIS Sparta accompany each team. Objectives of the activity Strategy Implementation Process Communication Effectiveness Team Effectiveness Goal Orientation Role of individual members Dealing with Change Breaking existing paradigms Out-of-the box thinking Crazy Olympics 40

Crazy Olympics is a multi-faceted sport, requiring that competitors possess a ver y diverse set of skills and abilities the most important of these are: Agility, explosiveness, coordination, balance, endurance, confidence, responsiveness, intelligence, assertiveness, foresight and the ability to perform a variety of movements with the body involving strength, technique and a mastery of energy and weight transfer. It is the truest test of an individuals athleticism, thinking skills, material strengths and the ability to persevere. Hence, the reason Crazy Olympics are deployed as a one of the primary training tools by Armed Forces around the world. Unlike may other sports that are a =learned art and difficult to perfect, Crazy Olympics requires participants to master their instinctive talents, and raise their body consciousness/ awareness levels to new heights. Objectives of the activity To encourage the team members to commit to assisting one another in performing tasks and using skills To assist the team members in working through the issues surfaced during the activity To provide a way to objectively examine the participation of team members Raf t Building This activity is best used with a newly formed team or an ongoing team that is experiencing difficulties in interpersonal relations. Each team consists of at least four members and no more than eight members, of an ongoing work team, a task force, or a project team. Objectives of the activity To foster effective team performance To provide an opportunity to establish the practice of explicitly discussing not only how things should be done in the team but also how things actually are done To foster interpersonal communication in the team To generate workable solutions

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Business Simulations Experiential learning forms the basis of Business Simulations. Experiential learning is a key driver of ever ything we do, and is a distinct point of difference in the marketplace. Experiential learning fosters an environment of accelerated learning through self-discover y and participation. All Business Simulations enable people to make permanent, effective changes in behaviour by understanding the wide range of consequences of their choices and accepting r esponsibility for them. Powerful learning emerges in debrief when the participants experiences are linked to their real-world situations. People see, understand and experience how their own behavior can change to significantly and positively impact their performance back on their job. EBG 1. Enterprise Business Group (EBG) - addresses the needs of organisations in various industry verticals. The solutions offered by the business unit include training and delivery, creation of customised content, research based projects and experiential learning. 2. Employability Solutions Group (ESG) - the business unit operates The NIS Academy to create and enhance employability of individuals through a number of short and long-term educational programmes. 3. Strategic Employability Group (SEG) - the business unit fulfills our group companies training needs.

NIS

SPARTA ACADEMY

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The NIS Academy is a premier educational institution, set up by NIS Sparta Ltd. Established in 1991; The NIS Academy has facilitated the growth and development of over 50,000 students and aspirants, till date. Currently, the academy operates learning centres in 42 cities in the country, with plans to open more centres across the country. The academy performs two key roles in the education sector, one as an education provider to individuals seeking basic skills, and second, providing for industries - competent manpower and recruitment services for enhancing their skills and building their knowledge base. The NIS Academy equips students to excel in the area of Customer Care, Sales & Marketing. Professional skills of students are honed in areas like team building, enhancing flexibility and adaptability, increasing their ability to deal with ambiguity and stress, tackling challenges and taking initiatives. The NIS Academys programmes are based on innovative and interactive teaching methodologies derived from the experiences gained while training the corporate world.

CONDUCTING A TRAINING PROGRAMME Now-days, training programs are gaining importance because they help to solve various problems, which out of the introduction, of new lines of production, severe competition, changes in design and technique of production, change in the volume of business, etc. Training programs enhance overall organizational efficiency and effectiveness. Training has become a very significant management tool for bringing about desired changes in order to solve organizational problems and also to achieve organizational goals. Therefore to be very effective, the training function is required to be organized properly and systematically. Training programs consists of five steps .the first, or need analysis step, identifies the specific job performance skills needed, assesses the prospective training skills, and develops specific, measurable knowledge and performance objectives based on any deficiencies. In the second step, instructional design, you decide on, compile and produce the training program content. There may be a third validation step, in which bugs are worked out of the training program by presenting it to a small representative audience. The fourth step is to implement the program by actually training the targeted employee group. Fifth step is an evaluation step, in which management assesses the program's successes or failures.

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TRAINING FLOWCHART:

TRAINING IDENTIFICATION TRAINING PLAN TRAINING PROGRAMME TRAINING

TRAINING EVALUATION FEEDBACK TO THE NIS -SPARTA STEPS OF TRAINING i. IDENTIFICATION OF TRAINING: The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by providing training. The training needs can be identified by the immediate superiors or by the employees performance appraisal. The training needs are identified: At the time of interview Annual appraisal Training identification format Specific recommendations by functional head

(2) DECIDING THE OBJECTIVE OF TRAINING:

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The gathered information is forwarded to human resources officials for consultation and then the training objectives are established. The training objective is prepared after finding the requirement of training whether the gaps are about knowledge, skill or attitude. Then the objective of training is established and efforts to accomplish started.

(3) TRAINING PLAN Based on the collected data and discussions with hr manager training plan is prepared. The training plan is prepared. The training calendar is prepared monthly with the name of the trainees and the trainer.

(4)

TRAINING METHODS & TOOLS

Considering the type of training, a suitable training method and required tools and equipments are finalized. The venue is finalized and all logistics are prepared. The methods and tools are also finalized once the type of training is decided whether it is knowledge, skill or attitude.

(5)

TRAINING IMPLEMENTATION:

List of employees are first of all collected with there name, designations and department and than a proper schedule with date, day and time and venue is finalized and all the employees are made aware of. The training is conducted and completed as per the schedule. At Reliance communication training is conducted for each business: Personal, Enterprise, Global, Home and World. The training given mainly resolves around Knowledge of the products and processes for each vertical and level.

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The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is suitable for that job or he requires more training to do the job. We consider his previous skill and qualifications etc. When candidate is appearing for an interview, we ask him about the training which he has undergone in previous program. If there is necessity for any specific skill then we are training him accordingly. In annual appraisal there are two types of appraisals. One is self-appraisal and other head of department appraisal. In appraisal there is point mentioned if they require any specific training for updating their job. Like wise, head of department is asked to write that did he require any specific training to update his job requirement. The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only .In that we sent training identification form to the concerned head of the department with his departmental list along with list the training programs. We sent candidates for training in house/ external depending upon the nature of training. After identification of training needs, we prepare the training calendar on yearly basis. For this we seek the following information. Nominate the persons for program, finding the faculty, venue for the program and training. Based on this we are preparing annual calendar. Based on the annual calendar we prepare annual budget for training and seek the approval. After training calendar is ready, we inform the nominee, faculties and book venue for training program and the logistics involved is arranged. POST TRAINING After completion of training we take feedback from the participant about the trainers. After one month we are taking feedback of the concerned participant about his improvement in his skill or reschedule program. After the individual feedback is received by the trainees, the PTR is prepared. Post Training Report. The PTR is forwarded to the immediate superiors. It is the duty of the superiors to prepare the DAP i.e. The Development Action Plan which mentions how well the training has been achieved and the next course of action if a refresher is needed to the trainees who have not performed as per the standards required. The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful, they follow up with the superiors.

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Based on these we are preparing quarterly graphs for presentation to the top management. There we highlight what is our target and what we have achieved. In training and development activities we are conducting employee's satisfaction survey, where general points about company like his improvement in his working, safety awareness in his department, salary package, work environment of the company, and work culture of the company etc. In this survey we conclude that where the management is lacking or any steps are required to improve the satisfaction of our employees.

Like this we are also taking employees awareness report from each employee in which we cover certain point about his job awareness. Based on this report we also see that is it necessary to improve our employee awareness level. After completion of training we keep his training record in his personal file and also in soft copies.

TRAINING EVALUATION Evaluation means the assessment of value or worth. It simply means the act of judging whether or not the activity has achieved the set target. In training field evaluation has been taken not only to assessment of value but also collection and analysis of data. Evaluation of training is the last but very important stage of any training program. Training evaluation is very essential because of the following reasons: The organization giving training to there employee can come to know what returns they are getting for efforts and expenditure it has committed to the training and it can find out from it whether the training efforts are in correct direction or not. The training evaluation can justify the expenditure incurved in giving training and help the organization to determine to what extent, objectives have been achieved, whether the results are far away from the target or are nearby the target. Evaluation of training helps in assess the quality of training imparted and also suggests what changes in training plan should be made to make it more effective. Weakness within the established training program can be identified and accordingly training programs can be modified and improved properly. Less effective program can be withdrawn in order to save time, money and efforts.

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Kirkpatricks learning and training evaluation theory Donald L Kirkpatrick's training evaluation model - the four levels of learning evaluation
Reactions of the employees after training Learning abilities Behavioral changes And the results generated in performance The training imparted should affect the above mentioned points of the trainee. What was his reaction to the training, how much he has learned and are there any changes in the behavior and the results in his performance. Soon after conducting the training program we conducted some immediate activities to collect the feedbacks of the employee's undergone training and we really come across many useful facts and figures. My data is based on questionnaire prepared as well as the data available by the management.

Evaluation gives the correct image of development of the employee and its ability skills and the productivity, which was design to achieve. After evaluating all the activities during the study stage conductivity training program most of the employees find themselves equipped with the information received after training program and f eels a sense of development on their personal levels.

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RESEARCH METHODOLOGY Definition : Research Methodology is a systematic way of investigation directed to the discovery of some facts by careful study of a subject, a course of critical and scientific inquir y. (A) Scope The scope/range of this project report is not too far stretching to the whole of Reliance Communication, Pune rather it only covers the training and development activities conducted By NIS Sparta for its employees. My project mainly deals with the present method of training given at Reliance Communication during my tenure of the project, July August 2008. This project covers training, training programmed, and training evaluation and excludes all other human resources activities conducted before and after training.

(B) REQUIREMENT: For our project we required information like knowledge about the employees understanding, skills generated and the mastery gained during training. So we have to look insight the performance of the employees through evaluation of their performance, through questionnaire and data given by the management (C) SOURCE OF INFORMATION:Primary data: The data is collected for the first time hence is fresh and happens to be original in nature. Secondary data: The data is the collected and processed information by some other person or organization. Primary data were collected from employees already have gone by these method of training and the ability to perform accordingly and the already available data given by management. Secondary data are gathered from the official website of the company and from reference books .

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(D) RESEARCH TOOL: For the data collection we used structured close-ended questionnaire as well as open ended questions. (E) METHOD USED FOR DATA COLLECTION:Questionnaire and data available with the management. Formulation Of Objective:After taken the project we formulate the objective. Objective of the project: To study the effectiveness of the training imparted by NIS- Sparta and its resultant in the performance of the employees. To know the perception of the employees regarding training methods in Reliance Communication. To identify how training assists the employees to acquire skills,knowledge and attitude and also enhance the same. To study whether training helps to motivate employees and helps in avoiding mistakes.

6.

Sample Size:-

Sample can be defined as the selection of a part or a group or an aggregate with a view in obtaining information about the whole population . For knowing the mind share of different brands we should target more population but because of lack of time we took sample of 25 people. (3) Design Of The Questionnaire:The questionnaire is the most common tool in collecting data, so it should be carefully developed, tested and debugged before they are administered on a large scale . (4) Research Instrument:Questionnaires and information from the management

(5) Analyzing The Inf ormation:-

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For analyzing the data, which gather, first we need to arrange that in table as the questionnaire; it was mainly open ended so we had not face much problem. (6) Data Tabulation:We arrange the data in the form of table. (7) Analysis:After tabulation we analyze the data with the help of pie chart because in pie chart it was easy to understand every thing in percentage as well as it gives better picture. (8) Conclusion:On the basis of finding there should be a short summary. (9) Recommendation:Should write some suggestion, as given by analysis of the data by the management and the questionnaire.

Data Analysis and interpretation

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Training program in business organizations are taking new shapes and dimensions, which one has to consider while dealing with the activities of training and development in the field of human resources. Training is so crucial that there is no need to mention its significance to the organization and as well as to the individual employees. Training begins right from the recruitment of an employee and follows thought the life span of the job of each employee of that organization. Training has bundles of numbers of actions to be performed in daily routine work and hence lot of quality, efficiency depends upon the performance level of the employee. Organization are very keen as far as training of employees are concerned and are always ready to spend what it takes to train and develop the employees in best concerned with the favor of the organization. Here we come to know the willingness of the organization regarding the employees and the cost they are bearing for that purpose. A good management always tries to cut down the unnecessary and unwanted expenditure of money. Hence if this area of management is taken care of and a very well planned and a highly systematic initiative can result in heavy saving, in other words earning a healthy profit. Analysis and interpretation of trainees questionnaire: Table 1 :Represents the different methods of training and its convenience to the employees. Method On Job No of employees Training 50 35 15 training Classroom Both

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Methods of training
60 50 50 40 30 20 10 0 On Job Training Classroom training Both 35 15

INTERPRETATION The above figures show preference on the modes of training and it is found people prefer more on the job training.

Table 2 : Represents the rating of training schedule. Rating of Convenient Disturbing Average training No of 65 30 05 employees

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70 60 50 40

65

30 30 20 10 0 Convenient Dis turbing Average 5

INTERPRETATION Large number of employees find the training convenient while others think it is disturbing the daily work .

Table 3 : Represents the satisfaction level of employees undergone training.

Satisfaction of YES NO employees No of 80 20 employees

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satisfaction of employees

20 YES NO 80

INTERPRETATION Almost all the employees say that they were satisfied with the way the training activities are conducted while some people were dissatisfied. Table 4: Represents the degree of development among the employees after the training was given. Employees Yes No May be response No of 70 10 20 employees Development of the employees

70 60 50 40 30 20 10 0 Yes No May be

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INTERPRETATION Maximum numbers of employees show a positive response in terms of their development, some feel they are not at all developed and others showed a passive response. Table 5: Represents the improvement in skill and attitude and f uture aspects.

Improvement Progressed Non progresses Cant say status No of 70 10 20 employees

Improvement status

70 60 50 40 30 20 10 0 Progress ed Non progresses Cant say

INTERPRETATION Large number of employees experienced progress in their skills and its future aspects whereas some feel that they have not progressed and others cannot say now. Table 6:Represents the degree to which the employees have successfully achieved their training objectives. 56

Degree of Completely Partially Not at all achievement No of 60 15 25 employees

Degree of achievement

Not at all 25% Completely Partially Partially 15% Completely Not at all 60%

INTERPRETATION: The degree of achievement of training objectives is higher among the employees and even in the least case the achievement case is above average. Table 7) Represents the response of the employees regarding training aids provided for the training. Training aid Yes No status No of 90 10 employees

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Training aids status


90 80 70 60 50 40 30 20 10 0 Yes No

INTERPRETATION: mostly all the employees are in full satisfaction regarding the right type of training aids are provided for training and a very few of them feel otherwise.

Table 8) Represents the level of support from the superiors to the sub-ordinates in completing the training

Support level Full Average of superiors No of 80 20 employees

Lev e l of support
80 60 40 20 0 Full Average

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INTERPRETATION: Superiors seem to be very supportive in Training programmes, as maximum number of employees responses are positive regarding support from the superiors.

Observation and findings.

Observation and findings


Though by and large, substantial number of employees are content with the way the training is conducted, still there is a scope to analyze at micro level whether the negatives respondents were either non attentive confronted confused or otherwise. based up on the data there is a scope to take corrective action. The cooperation between the colleagues and the level of support they share with each other binds them in an attachment towards the company. However progressive feedback relating to change in the behavioral pattern and scope for redesigning subsequent training programs need to be examined & explored in proper perspective Regional behavior and language influence is higher during training and even after delivering their language; the desired effects are not seen. Some of the superiors do not bother to make Development Action Plans and submit to the trainers. The statc and superficial approach of the supervision needs to be dealt with appropriately 59

The training is mainly conducted all around India, the trainers have to travel but sometimes the logistics and arrangement is non-satisfactory. Rescheduling the programmed in advice and informing the participant with due lead time may alleviate the logistic problem the proximity, approachability and accessibility are the three majar parameter while considering the venue The findings from the data analysis from the questionnaire show a positive improvement, enhancing and overall rating about the training programmed. The reality learning and simulations were thoroughly enjoyed by the employees who have received it.

5.

Suggestions In todays competitive world, attitude is the factor which is the dividing line between failure and success. Thus recruitment of the employees must be made not only on skills and attitude but also the attitude of the employee. If an employee has a positive attitude then training for him can be more effective, he has a positive effect on the climate. The raining records must be maintained, preserved properly and updated timely. Proper care should be taken while selecting the trainers. Nis Sparta trainers must be given continuous feedback and the training should be performed as a continuous planned activity. New and different trainers should be invited so that the maximum impact can be got from the training programmes. Co ordination and interaction of the employees of all levels must be encouraged to locate new talents among employees. Solution to some of the problems faced by the employees, should be suggested by the employees themselves to make them feel valued at the organization. The DAP( Development Action Plans) must be prepared and given to the trainers as soon as possible for further follow up from the side of the trainers.

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6.

Conclusion

Analysis of all the facts & figures, the observations and the experience during the training period gives a very positive conclusion/ impression regarding the training imparted by the NIS Sparta trainers. The NIS Sparta is performing its role up to the mark and the trainees enjoy the training imparted especially the reality learning and simulation. The training imparted meets the objectives like: Effectiveness of the training and its resultant in the performance of the employees. Assists the employees to acquire skills, knowledge and attitude and also enhance the same. Helps to motivate employees and helps in avoiding mistakes. It becomes quite clear that there is no other alternative or short cut to the development of human resources. If we have to meet the challenges of technology, social and economic we have to train the HR irrespective to their category at which they work in the organization. As it is recognized fact that we cannot survive in tomorrow businesss world with yesterdays method. And hence the continuous development of HR is prime need of todays or ganization.

Appendices
Format Post Training Report Code RNA:FR:28:01

Title of the programme: ReFoRMS Start Date: 22 Aug 08


Error! Not a valid link.

End Date: 28 Aug 08


Error! Not a valid link.

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Location: PUNE

Number of Participants: 11

Channel Partner Type: RMS CREs

Observers: NA

Signature of PC: Ajit Hiray Name of PC: Ajit Hiray


Error! Not a valid link.

Date: 29 Aug 08

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1.

FEEDBACK ON PROGRAM DELIVERY:

Quantitative Average Faculty Feedback: 4.93 Faculty / Average Program Feedback: 4.85 Course Feedback Qualitative Faculty / Course Feedback
(Please capture all qualitative feedback in form of bullet points)

Trainer behaviour was very good. Was understanding and helpful. If somebody did not understand a point, trainer explained the same once again by giving different examples. Trainer treated ever yone objectively and fairly. Trainer taught us step by step and in simple Hindi & Marathi language which was understood by all. Also provided lot of information. Trainer helped in clarifying all our doubts & queries related to products, processes and systems. Training was beneficial and will be helpful in doing our job effectively. Training helped in getting lot of information on products, systems, processes, customer service and also about the company.

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Key Skills and Behaviors Acquired


(Please capture all such observations by participants in form of bullet points)

Through this training we got good information about


- Reliance Communications and the ADA group. - Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance. - The product Mobiles, FWP, Data Cards, VAS, calling cards, etc. - Prepaid & Postpaid tariff plans. - Various systems like RCC, Simplify, Clarify, LMS, ICCM used in our RMS. This training also helped in improving our selling skills and customer handling skills. Learned how to handle different types of customers. Learned how to find out the customers requirement and how to offer the right solution to customers requirement.

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2. FEEDBACK ON PARTICIPANTS: Please ensure that the f ollowing documents are attached with the PTR, where applicable and the following table is filled completely, as applicable: S No Item Quantity Details 1. 1 Maximum Attendance: 11 Attendance Sheet Number of Drop-outs: 2 2.

Participant Test Papers

Session Name: Day 2 Written Day: 2 Average Test Score: 19 Test Session Name: Day 3 Written Day: 3 Average Test Score: 19 Test Session Name: Day 4 Written Day: 4 Average Test Score: 18 Test Session Name: Day 6 Final Day: 6 Average Test Score: 87 Test Session Name: Day 6 Role Day: 6 Average Test Score: 32 Play Assessment List of Certified 3. Total Participants: Participants Number of People Certified and
to be issued clarify id: 9 not to be issued clarify id: NA

11

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DEVELOPMENT ACTION PLAN FOR PARTICIPANTS


CRITICAL DEVELOPMENT ACTION PLAN
Follow-up No ID Partner Implement Name / ZE Acquired Skills name at Work
(1:Very Poor 10:Excellent)

S Participant Name Clarify

Channel

Ability to

Date, if (Please outline any further training, coaching or support requirements) any

VISHAL 1. PALKAR Error! Not a valid link.

YES PRABHA

Vishal has performed good. Has good mobile produc t, process and system knowledge. Is customer focused and has good selling skills. Needs to improve his 28 Sep 08 COMM. 8 data product knowledge and presentation sk ills. Vinods overall performance has been good. Has good process and product knowledge. Needs to be more proactive in proving information to customers. Also 28 Sep 08 T GALLERY 8 needs improvement in his communication skills Prashant has performed good. Has grasped well. Is customer focused. Needs to

2. VINOD BIRAJDAR YES MOONLIGH

PRASHANT 3. PUKALE YES VITHALLA NAMRATA 4. JAGTAP YES AKENDRA PRAVEEN 5. MITHAPELLI YES NIDHI SHARANU 6. JANGLI YES ORBIT tariff plan, system and process knowledge. Also needs to improve his presentation 28 Sep 08 COMM. 7 skills. Pallav i has performed good. Has grasped well. Has good product, process and system knowledge. Needs to improve on her communication, presentation and selling COMM. 6 skills. Suk riti has scored fairly. Has good communication skills. However needs to put in lot 8. SUKRITI SPRIHA YES R.S. COMM. 5 of efforts to learn about products, processes and s ystems. Has been able to grasp 28 Sep 08 fairly. Needs to improve her understanding and selling skills. 28 Sep 08 ENT. 0 ABSCONDING RACHANA 10. PHANSE NO SWIFT COMM 0 ABSENT Diptis overall performance was very good. Has good product, process, system and 11. DIPTI SAPKAL YES TRIPURA COMM. 9 communication and presentation sk ills. customer handling knowledge. Needs to be a little more polished in her 28 Sep 08 28 Sep 08 28 Sep 08 improve his process knowledge. Also communication and selling skills need to be 28 Sep 08 COMM. 7 improved. Needs to be more polite. Is a little aggressive. Sharnus performance has been good. Is very confident in sales. Has to improve his improve his product, process and systems knowledge. Also needs to improve his non 28 Sep 08 COMM. 7 verbal communication. Namrata has performed very good in written exams . Has grasped well. Needs to improve her VAS, handset feature, systems and process knowledge. Also needs to be 28 Sep 08 COMM. 6 customer focused while interacting with customer and improve her communication skills. Praveen has performed well. Has good system and product knowledge. Needs to

7. PALLAVI PAWAR YES YASH

9. SANDIP PATIL NO SHREE

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3. FEEDBACK ON INFRASTRUCTURE & LOGIsTICS: Please enter the overall rating for the f ollowing parameters: Area of Feedback Overall Rating
1 2 3 4 5 Low High

* * * * * 4. FEEDBACK ON EXTERNAL BLOCKS:

Venue Food IT Suppo rt & connectivity Discipline (Dress code, start time etc) Material availability & adequacy

Please list any external bottlenecks for improvement, mentioning specific cases, in the following areas:
PROCESSES : NA

POLICIES : NA

INFRASTRUCTURE : NA

COMPETITION (SCHEMES) : NA

COMPETENCY OF PARTICIPANTS : NA

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ANY OTHER : NA

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5. FEEDBACK ON CONTENT:
(Please fill this up if this is your first/second program)

Please enter the overall rating for the f ollowing parameters relating to content: Area of Feedback Overall Rating
1 2 3 4 5 Low High

* Concept & Simplicity of Application * *


Cultural Sensitivity (are the exercises, examples, role-plays etc app ropriate for the audience from this region)

Lang uage* Exercises (Quantity and Quality)

* * *
Quality and Applicability of Job Aids, where applicable Quality of Tests

Please detail the following wherever overall rat ing is lower than 4: Area of Feedback
Difficult language Too technical Too many abbreviations

Modules / Identified Gaps Suggested Modification Sessions : NA : NA : NA Language*


Spelling mistakes

: NA
Application

: NA

: NA
Simplicity of

Concept &

: NA

: NA

: NA
and Quality)

Exercises (Quantity

: NA
(are the exercises, examples, role-plays etc

: NA

: NA

Cultural Sensitivity

appropriate for the audience from this region)

: NA
Aids

: NA

: NA Quality and Applicability of Job : NA


Quality of Tests

: NA

: NA

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Source PC Signature AJIT HIRAY Date 29 Aug 08 Date

Destination Error! Not a valid link.

SOH Signature 29 Aug 08

AMIT GIRDHAR

ASSESSMENT SHEET
Dear participant, We value your professional assessment of this course. We are especially interested in your assessment about the trainer, the content and the training environment. Your feedback will help us improve this course further.

Rating Guide
* SD = Strongly Disagree, D = Disagree, N = Neutral, A = Agree, SA = Strongly Agree, NA = Not Applicable * Please tick appropriate box. * Please provide your comments in the space provided below.

SD D N A SA NA

TRAINER

Created an environment which helped me learn Helped me learn at my pace 2 Listened to and responded to my concerns and queries Presented the information to me in a logical and
4

1 3

structured manner Demonstrated a sense of humour 5 Helped in relating the content to my job context Treated me objectively and fairly 7 Talked to me and not down to me 8 Was passionate and enjoyed what he was doing Was prepared with knowledge, information and
10

resources for my learning Comments

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CONTENT SD D N A SA NA Was simple to understand and follow 11 Was structured, and logically tailored to my needs 12 Was engaging and exciting 13 Helped me prepare for my job by providing vital
14

knowledge and information Was appropriate for the subject I wanted to learn Comments

15

TRAINING ENVIRONMENT The room was free of any distractions or disturbances Lighting and ambience was conducive and adequate The appropriate aids were available and functioning Seating was adequate and comfortable 19 Services met my requirements and expectations Comments

SD D N A SA NA 16 17 18 20

OVERALL This course is a key step in my journey to becoming


21

SD D N A SA NA

effective on my job Benefits far outweigh the time and money spent to
22

attend the course I will recommend this course to my colleagues as an


23

essential learning experience Overall, I rate this training course as

24

Poor

Fair

Good

Very Good

Outstanding

Comments

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Three things that you should continue


1. 2. 3.

Three things that you should do differently


1. 2. 3.

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