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TABLE OF CONTENT 1. Executive summary 2. Introduction to Training and Development 3. Importance of Training and Development 4. Need for the study Title of the project Statement of the problem Purpose of the study Scope of the study Objectives of the study
8. Limitation of the study 9. Theoretical aspects of training and development 10. Introduction to the company 11. Analysis and interpretation 12. Findings 13. Suggestions 14. Conclusion 15. Bibliography BABASAB PATIL Page 1
Importance of Training and Development Optimum Utilization of Human Resources Training and Development helps in optimizing the utilization of human resource that further helps the employee to achieve the organizational goals as well as their individual goals. Development of Human Resources Training and Development helps to provide an opportunity and broad structure for the development of human resources technical and behavioral skills in an organization. It also helps the employees in attaining personal growth.
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Quality Training and Development helps in improving upon the quality of work and work-life. Healthy work-environment Training and Development helps in creating the healthy working environment. It helps to build good employee, relationship so that individual goals aligns with organizational goal. Health and Safety Training and Development helps in improving the health and safety of the organization thus preventing obsolescence. Morale Training and Development helps in improving the morale of the work force. BABASAB PATIL Page 3
Image Training and Development helps in creating a better corporate image. Profitability Training and Development leads to improved profitability and more positive attitudes towards profit orientation. Training and Development aids in organizational development i.e. Organization gets more effective decision making and problem solving. It helps in understanding and carrying out organisational policies Training and Development helps in developing leadership skills, motivation, loyalty, better attitudes, and other aspects that successful workers and managers usually display.
Indian Public Sector is passing through massive changes due to advancement in science and technology and competition from private sector. India has nearly one-sixth of the world's population. This over abundant human resource needs to be converted to asset. This is possible only through proper training and development. The former Prime Minister Rajiv Gandhi rightly sensed this need and had established a separate Ministry for Human Resource Development in 1985. He stressed on the development of human resources and because of his initiatives, training had taken a front seat in the national economy. Later on, most of the PSEs realized the need and importance of training their BABASAB PATIL Page 4
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IMPORTANCE OF TRAINING AT 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.
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TRAINING AND DEVELOPMENT AT Bharat Sanchar Nigam Ltd (BSNL) DoT-BSNL MoU: Training of minimum 20% BSNL officials-: BSNL has signed MoU with DoT vide which at least 20% staff has to imparted training in 2006-07. To achieve this, all BSNL units have been asked to fix the target to train 25% of their staff & officers. The training report has to be compiled under various heads such as indu ction, seminar, workshop, behavior & Attitudinal etc. Computerized Training Management System at ALTTC : This system with online nomination facility has been made operational after clearance by IT cell of BSNL. This BABASAB PATIL Page 7
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NATFM, Hyderabad: BSNL Corporate office has again sought applications of willing officers having B.Tech & MBA qualification for -JAG/ DEs/ SDEs /TTS Group B & Group A officers its letter NO.22-6/2005 - Trg Dated: 21.3.2006
Training Methods At Bharatiya Sanchar Nigam Ltd (BSNL) a) Seminars & Workshops The institute conducts seminars on the latest topics in new telecommunication technologies. The institute also conducts workshops on important topics concerning DoT. For the seminars and workshops luminaries from leading technical organisations and academic institutions are called. b) Induction Training
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Infrastructure
In the main building all the administrative offices, class rooms and laboratories etc. are housed. There are several faculties viz. Electronic Switching I (OCB - 283, E-10B), Electronic Switching -II (C-DOT, ILT, NEAX), Radio Transmission, Transmission lines,
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TRAINING FACILITIES The institute plays a key role in human resource development for telecom services. To make the training effective, a good infrastructure of well equipped laboratories with experienced teaching staff has been provided. The equipments are in live condition and the trainees are free to handle the same to have clear concepts about the working of the system. It is always endeavoured that the personnel trained should gain such knowledge and skill that they are in a position to install, operate and maintain the systems without any difficulty after completion of the training. Keeping in view the rapid development in telecom technologies throughout the world, new labs are being added to the training centre. These are installed and commissioned by the faculty members. Each lab is maintained by a S.D.E. with the help of J.T.Os.
TRAINING PLANNING
The training opportunities outlined here allow you and your subordinates to develop knowledge and skills which are consistent with departmental goals and career plans. As
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LOCATION OF REGIONAL TELECOM TRAINING CENTRES OF BSNL Ahmedabad Guwahati BABASAB PATIL Bhubaneshwar Hyderabad Chennai Jaipur Page 14
Mysore Pune
m LOCATION OF CIRCLE TELECOM TRAINING CENTRES OF BSNL Ahmedabad Calcutta Jaipur Kurukshetra Meerut Rajpura Thiruvanantpuram LOCATION OF DISTRICT TELECOM TRAINING CENTRES OF BSNL Ahmedabad Chhenai Bangalore Hyderabad Calcutta Pune Bhopal Chennai Jammu Lucknow Nasik Shillong Bhubaneshwar Guwahati Kakinada Mysore Patna Sunder Nagar
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Methodology: A list of questions was prepared by me under the guidance of my mentor. Following were the steps in my study. 1. Questionnaire: a questionnaire was served to all the employees asking their opinion about the effectives of training and development programs at BSNL. 2. Personal interview: a face-to-face talk is carried out with the employees where I asked several employees about their feelings and opinions on various aspects of their jobs and organization. 3. Company data and reports: certain reports from the HRD department provided the information as to the total no of employees, schedule of training programs, number of persons attending it and other such things, which indicated the employee performance on the job after attending these training programs.
Data collection:
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the effectiveness of training and development. PRIMARY DATA An instrument is used to collect the required information from the employees and also interact the employees personally. Primary data helps us in making observation of employees behaviors, talk gestures which helped me in identifying any the attitude of employees towards the training program and the effectiveness of the training program in the organization. SECONDARY DATA It was collected from the website of the company, and the compaby personnel, certain reports from the HR department. The research also took the help of the books and journal. Both primary and secondary data served the purpose in measuring the effectiveness of training and development at BSNL. Both are equally essential for any type ofsurvey.
Procedure for Analysis Administering questionnaire to all the employees Analyze the rating of employees using the statistical tool (spss software) (i) (ii) simple frequency test(mean & standard deviation) correlation
Limitations of the study: 1. Due to restriction to enter into some of the departments at BSNL I could not cover some of the aspects required for my study. 2. Interaction with the company executive was limited due to their busy schedule. 3. The information collected is mainly primary data and the accuracy is subject to the responses received. .
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Its not what you dream of doing, but its having the knowledge to do it It's not a set of goals, but its more like a vision Its not the goal you set, but its what you need to achieve it BABASAB PATIL Page 22
Training is about knowing where you stand (no matter how good or bad the current situation looks) at present, and where you will be after some point of time. Training is about the acquisition of knowledge, skills, and abilities (KSA) through professional development.
OBJECTIVES OF TRAINING: Preparing both the old & new employees to meet the present as well as the changing requirements of the job & the organization. Preventing obsolescence. Preparing employees for the higher-level tasks. Ensuring smooth & efficient working of the department. Ensuring economical output of the required quality. Imparting knowledge & skills for new entrants. Induction Updating Preparing for future assignments Competency development
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equipments, which are used in actual job performance, are also used in training. This type of training is commonly used for training personal for clerical and semi-skilled jobs. Theory can be related to practice in this method. 10.Role-playing: It is a method of human interactions that involves realistic behavior in imaginary situations. This method of training involves certain characters. This method is mostly used for developing inter-personal interactions and relations. 11.Lecture Method: The instructor organizes the material and gives it to a group of trainees in the form of a talk. To be effective, the lecture must motivate and create interest among the BABASAB PATIL Page 25
14.Internship Training: Here, the organization makes arrangements with technical institutes to get its employees duly trained in the latest theoretical knowledge and other developments relating to trade, this training is provided to the employee in such a way as to bring balance between theory and practice.
15.Professional skill training: Here, training is given to Professional staff such as Accountants, Surveyors, Auditors, and Architects etc. Organization provides this training to newly joined professionals to gain the professionals. professional qualification and it is also given to the existing
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FACTORS INFLUENCING TRAINING AND DEVELOPMENT: Top management support Commitment from specialists and generalists Technological advances Organizational complexity Learning principles
Training
Development
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The three model of training are: 1.System Model 2.Instructional System Development Model 3. Transitional model SYSTEM MODEL The system model consists of five phases and should be repeated on a regular basis to make further improvements. The training should achieve the purpose of helping employee to perform their work to required standards. The steps involved in System Model of training are as follows: 1. Analyze and identify the training needs i.e. to analyze the department, job, employees requirement, who needs training, what do they need to learn, estimating training cost, etc The next step is to develop a performance measure on the basis of which actual performance would be evaluated. 2. Design and provide training to meet identified needs. This step requires developing objectives of training, identifying the learning steps, sequencing and structuring the contents. BABASAB PATIL Page 29
Instructional System Development Model (ISD) Model Instructional System Development model was made to answer the training problems. This model is widely used now-a-days in the organization because it is concerned with the training need on the job performance. Training objectives are defined on the basis of job responsibilities and job description and on the basis of the defined objectives individual progress is measured. This model also helps in determining and developing the favorable strategies, sequencing the content, and delivering media for the types of training objectives to be achieved. The Instructional System Development model comprises of five stages: 1. ANALYSIS This phase consist of training need assessment, job analysis, and target audience analysis. 2. PLANNING This phase consist of setting goal of the learning outcome, instructional objectives that measures behavior of a participant after the training, types of training material, media selection, methods of evaluating the trainee, trainer and the training program, strategies to impart knowledge i.e. selection of content, sequencing of content, etc. 3. DEVELOPMENT This phase translates design decisions into training material. It consists of developing course material for the trainer including handouts, workbooks, visual aids, demonstration props, etc, course material for the trainee including handouts of summary. 4. EXECUTION This phase focuses on logistical arrangements, such as arranging speakers, equipments, benches, podium, food facilities, cooling, lighting, parking, and other training accessories. BABASAB PATIL Page 30
5. EVALUATION The purpose of this phase is to make sure that the training program has achieved its aim in terms of subsequent work performance. This phase consists of identifying strengths and weaknesses and making necessary amendments to any of the previous stage in order to remedy or improve failure practices. The ISD model is a continuous process that lasts throughout the training program. It also highlights that feedback is an important phase throughout the entire training program. In this model, the output of one phase is an input to the next phase. Transitional Model Transitional model focuses on the organization as a whole. The outer loop describes the vision, mission and values of the organization on the basis of which training model i.e. inner loop is executed. Vision focuses on the milestones that the organization would like to achieve after the defined point of time. A vision statement tells that where the organization sees itself few years down the line. A vision may include setting a role mode, or bringing some internal transformation, or may be promising to meet some other deadlines. Mission explain the reason of organizational existence. It identifies the position in the community. The reason of developing a mission statement is to motivate, inspire, and inform the employees regarding the organization. The mission statement tells about the identity that how the organization would like to be viewed by the customers, employees, and all other stakeholders. Values is the translation of vision and mission into communicable ideals. It reflects the deeply held values of the organization and is independent of current industry
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TYPICAL
REASONS
FOR
EMPLOYEE
TRAINING
AND
DEVELOPMENT
Training and development can be initiated for a variety of reasons for an employee or group of employees, e.g.,:
When a performance appraisal indicates performance improvement is needed To "benchmark" the status of improvement so far in a performance improvement effort As part of an overall professional development program As part of succession planning to help an employee be eligible for a planned change in role in the organization To "pilot", or test, the operation of a new performance management system To train about a specific topic.
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GENERAL
BENEFITS
FROM
EMPLOYEE
TRAINING
AND
DEVELOPMENT
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Increased job satisfaction and morale among employees Increased employee motivation Increased efficiencies in processes, resulting in financial gain Increased capacity to adopt new technologies and methods Increased innovation in strategies and products Reduced employee turnover Enhanced company image, e.g., conducting ethics training (not a good reason for ethics training!) Risk management, e.g., training about sexual harassment, diversity.
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TRAINING & DEVELOPMENT SURVEY AT BSNL THE PROCESS OF TRAININ AND DEVELOPMENT
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INDUSTRY PROFILE
Bharat Sanchar Nigam Limited (known as BSNL, India Communications Corporation Limited) is a public sector communications company in India. It is the largest BABASAB PATIL Page 37
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Key Players In Indian Telecom Industry: 1) Reliance Communications Limited 2) Bharti Airtel Limited 3) BSNL BABASAB PATIL Page 39
CHALLENGES
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Key Objectives To provide high speed Internet connectivity (upto 8 Mbps) To provide Virtual Private Network (VPN) service to the broadband customers To provide dial VPN service to MPLS VPN customers. To provide multicast video services, video-on-demand, etc. through the To provide a means to bill for the aforesaid services by either time-based or
Broadband Remote Access Server (BRAS). volume-based billing. It shall provide the customer with the option to select the services through web server To provide both pre-paid and post paid broadband services
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Technical Capability of the Backbone The Broadband Service will be given through the state of the art Multi Protocol Label Switching (MPLS) based IP Infrastructure, which is designed to provide reliable routes to cover all possible destinations within and outside the country. Layer 1 of the network will consist of a high speed Backbone comprising of 24 powerful Core Routers connected with high speed 2.5 Gbps(STM-16) links. The routers are located on the national DWDM network interfacing at STM-16 optical level to provide for high transmission speeds. Advantage of MPLS over other Technologies MPLS VPN is a technology that allows a service provider like BSNL to have complete control over parameters that are critical to offering its customers service guarantees with regard to bandwidth throughputs, latencies and availability. Services available through Broadband High speed Internet Access: This is the always-on Internet access service with speed ranging from 256 kbps to 8 Mbps. Bandwidth on Demand: This will facilitate customer to change bandwidth as per his / her requirement. For example a customer with 256 kbps can change to 1 Mbps during the video Conferencing session. Multicasting: This is to provide video multicast services for application in distance education, telemedicine etc Dial VPN Service: This service allows remote users to access their private network securely over the NIB-II infrastructure. Video and Audio Conferencing: Content based Services: Like Video on Demand, Interactive Gaming, Live and time shifted TV
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BSNL LANDLINE BSNL MOBILE POSTPAID PREPAID UNIFIED MESSAGING GPRS/WAP/MMS DEMOs TARIFF SMS & BULK SMS PHONE PLUS SERVICE NEW TELEPHONE CONNECTION PERMANENT CONNECTION CONCESSION IN RENTALS SHIFT OF TELEPHONE TRANSFER OF TELEPHONE TELEPHONE TARIFF
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INTERNET SERVICES NETWORK BROADBAND TYPES OF ACCESS WI-FI CO-LOCATION SERVICE BSNL WEB HOSTING INTERNET TARIFF DIAL UP INTERNET SMS& BULK SMS
BSNL BROADBAND REGISTER ONLINE TARIFF FAQ CHECK USAGE BSNL MPLS-VPN ISDN ISDN Page 46
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Training is periodically evaluated & improved .275* .028 64 .280* .025 64 .365** .003 64 1.000 . 64 .299* .017 64 .386** .002 64 .349** .005 64 .066 .606 64 .195 .122 64 .230 .067 64 -.026 .841 64 .219 .083 64
Sponsored Employees employees participation Ehe quality take training in determining of training seriously training needs is excellent .315* .141 .055 .011 .268 .663 64 64 64 .044 .077 .129 .730 .545 .310 64 64 64 .378** .357** .456** .002 .004 .000 64 .066 .606 64 .441** .000 64 .361** .003 64 .522** .000 64 1.000 . 64 .507** .000 64 .483** .000 64 .396** .001 64 .423** .000 64 64 .195 .122 64 .137 .280 64 .441** .000 64 .629** .000 64 .507** .000 64 1.000 . 64 .640** .000 64 .125 .327 64 .350** .005 64 64 .230 .067 64 .344** .005 64 .424** .000 64 .440** .000 64 .483** .000 64 .640** .000 64 1.000 . 64 .276* .027 64 .548** .000 64
External training program are well examined .098 .443 64 .164 .196 64 .293* .019 64
-.026 .841 64 .215 .088 64 -.050 .696 64 .298* .017 64 .396* .001 64 .125 .327 64 .276* .027 64 1.000 . 64 .372* .002 64
**. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed).
Interpretation: the correlation test is used to link one factor with all the other factors in order to know which the most significant factor and which factor is most positively BABASAB PATIL Page 49
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Training helps to increase productivity & achieve org goal Frequency somewhat agree 33 strongly agree 67 Total 100 Percent 33.0 67.0 100.0 Valid Percent 33.0 67.0 100.0 Cumulative Percent 33.0 100.0
Valid
Percent
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Training programs are well planned Frequency 8 3 21 68 100 Percent 8.0 3.0 21.0 68.0 100.0 Valid Percent 8.0 3.0 21.0 68.0 100.0 Cumulative Percent 8.0 11.0 32.0 100.0
Valid
somewhat disagree neither agree nor disagree somewhat agree strongly agree Total
60
40
Percent
20
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Training Program are of sufficient duration Frequency 5 6 51 38 100 Percent 5.0 6.0 51.0 38.0 100.0 Valid Percent 5.0 6.0 51.0 38.0 100.0 Cumulative Percent 5.0 11.0 62.0 100.0
Valid
somewhat disagree neither agree nor disagree somewhat agree strongly agree Total
40
30
20
Percent
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Training is periodically evaluated & improved Frequency Valid neither agree nor disagree somewhat agree strongly agree Total System 8 39 17 64 36 100 Percent 8.0 39.0 17.0 64.0 36.0 100.0 Valid Percent 12.5 60.9 26.6 100.0 Cumulative Percent 12.5 73.4 100.0
Missing Total
Percent
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Training Program emphasis on managerial & technical capabilities Frequency strongly disagree 1 neither agree nor 2 disagree somewhat agree 22 strongly agree 39 Total 64 System 36 100 Percent 1.0 2.0 22.0 39.0 64.0 36.0 100.0 Valid Percent 1.6 3.1 34.4 60.9 100.0 Cumulative Percent 1.6 4.7 39.1 100.0
Valid
Missing Total
Percent
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Training is given adequate importance Frequency 4 5 26 29 64 36 100 Percent 4.0 5.0 26.0 29.0 64.0 36.0 100.0 Valid Percent 6.3 7.8 40.6 45.3 100.0 Cumulative Percent 6.3 14.1 54.7 100.0
Valid
Missing Total
somewhat disagree neither agree nor disagree somewhat agree strongly agree Total System
40
30
20
Percent
10
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Employees are sponsored for trainig programs Frequency 4 5 38 17 64 36 100 Percent 4.0 5.0 38.0 17.0 64.0 36.0 100.0 Valid Percent 6.3 7.8 59.4 26.6 100.0 Cumulative Percent 6.3 14.1 73.4 100.0
Valid
Missing Total
somewhat disagree neither agree nor disagree somewhat agree strongly agree Total System
Percent
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Sponsored employees take training seriously Frequency 1 2 8 32 21 64 36 100 Percent 1.0 2.0 8.0 32.0 21.0 64.0 36.0 100.0 Valid Percent 1.6 3.1 12.5 50.0 32.8 100.0 Cumulative Percent 1.6 4.7 17.2 67.2 100.0
Valid
Missing Total
strongly disagree somewhat disagree neither agree nor disagree somewhat agree strongly agree Total System
40
30
20
Percent
10 0 strongly disagree neither agree nor di strongly agree somewhat disagree somewhat agree
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Employees participation in determining training needs Frequency 2 7 8 36 11 64 36 100 Percent 2.0 7.0 8.0 36.0 11.0 64.0 36.0 100.0 Valid Percent 3.1 10.9 12.5 56.3 17.2 100.0 Cumulative Percent 3.1 14.1 26.6 82.8 100.0
Valid
Missing Total
strongly disagree somewhat disagree neither agree nor disagree somewhat agree strongly agree Total System
40
30
20
Percent
10 0 strongly disagree neither agree nor di strongly agree somewhat disagree somewhat agree
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The quality of training is excellent Frequency Valid neither agree nor disagree somewhat agree strongly agree Total System 5 16 43 64 36 100 Percent 5.0 16.0 43.0 64.0 36.0 100.0 Valid Percent 7.8 25.0 67.2 100.0 Cumulative Percent 7.8 32.8 100.0
Missing Total
Percent
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External training program are well examined Frequency 1 14 20 29 64 36 100 Percent 1.0 14.0 20.0 29.0 64.0 36.0 100.0 Valid Percent 1.6 21.9 31.3 45.3 100.0 Cumulative Percent 1.6 23.4 54.7 100.0
Valid
Missing Total
somewhat disagree neither agree nor disagree somewhat agree strongly agree Total System
40
30
20
Percent
10
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Training program is well designed & widely shared Frequency 1 4 16 43 64 36 100 Percent 1.0 4.0 16.0 43.0 64.0 36.0 100.0 Valid Percent 1.6 6.3 25.0 67.2 100.0 Cumulative Percent 1.6 7.8 32.8 100.0
Valid
Missing Total
somewhat disagree neither agree nor disagree somewhat agree strongly agree Total System
60
40
20
Percent
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FINDINGS Training helps to increase productivity and achieve the goals of the organization Training programs are well planned in the organization.
The training programs are not given adequate importance due to the work pressure in the organization.
The training programs are well designed and widely shared in the organization.
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More priority is given for on the job trainings than the value addition programs like motivation, stress management, group dynamics.
SUGGESTION Employees should decide and determine the training programs that they need so that they can work more effectively and efficiently, employees should decide some of the training they would like to undergo.
The HR department should conduct briefing and debriefing sessions for employees for Training as to give them an idea as to why this training is been conducted and what they have to learn in the training program conducted and also after training completion they should take a feedback as to how effective was the training so that the necessary improvements in training programs can be considered and implemented.
Apart from on-job training programs the HR Department should conduct constant value addition programs such as Time management, Stress management trainings, group dynamics, grievance redressal, these will help to add value and is also essential in todays business scenario.
Performance of every employee undergone training should be evaluated so as to get Improved quality of training activities, Improve ability of the trainers to relate
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It should aim to narrow down the gap between expected level of performance and the actual level of performance. It should provide new recruits or trainees a scientific pace for imbibing the knowledge and skills required to discharge their duties meaningfully and purposefully. The company should conduct training programs at regular intervals, which helps the employees to enhance their knowledge for their current jobs. The company should design the training program based on the current requirement, which includes development of technical skills, personality development, time management, computer knowledge etc. The training session should be made more interactive and participative so that trainees and trainer are in constant interaction and responsibilities
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CONCLUSION
According to the study conducted we can conclude that the overall satisfaction level of employees in relation to the training programs is moderate. the employees agree that the training programs helps to increase productivity and achieve the organizational goal. The employees said that the training programs in the organization are well planned but they are not satisfied with the duration of the training program and the are also not satisfied with the evaluation process of training program, they are not evaluated periodically. The training programs in the organization strongly focus on the technical and managerial capabilities but these programs are not given adequate importance sometimes because of the work pressure. The employees do not take the training programs seriously, as there are no strict rules and regulations to attend the training programs. The employees are not involved in determining the training need analysis. The training programs are fixed by the top management. BABASAB PATIL Page 66
The quality of the training programs is excellent but the employees are not making the best use of it. Therefore we can conclude that the training programs in the organization are excellent but they have been not utilized properly by the employees as the training programs are not mad compulsory to all the departments. There is a broader scope to develop and improve its training programs in future in order to meet the requirements of the global market REFERENCES Books: Human Resources Management by Gary Dessler Publised by Pearson Education 9th Edition PP 184 - 240
Website: Bibliography
Reference a. Books P L RAO, HRD THROUGH IN-HOUSE TRAINING, Concepts of Training, Methods of Training, Effectiveness of Training PP-3-185 Websites http://www.mckinseyquarterly.com/ Nov 2004 http://www.google.com Page 67
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Reports Annual Report of Bharatiya Sanchar Nigam Limited (BSNL) 2006-2007 PP- 1-10
ANNEXURE
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