A PROJECT REPORT

To study, analyse and evaluate Training and development practices imparted by Firstsourse Solutions Limited (August October, 2011) At

Submitted to Prof. Jaishree Desai (IIPM, Bangalore)

By Mohammed Ibrahim (BBA/SS/10-13)

ACKNOWLEDGEMENT

Words are inadequate to express my gratitude to the Firstsource Solutions Limited, Bangalore 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 Mrs Loretta Bernard, Head Training (Bangalore) - Firstsource for her cooperation extended to me by providing necessary information & timely help. I am also obliged and indebted to Prof. Jaishree Desai - Indian Institute of Planning and Management (IIPM) - Bangalore, my internal guide for the valuable suggestions and encouragement in completing this project successfully.

Mohammed Ibrahim

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.

Mohammed Ibrahim

Project Title: To study, analyse and evaluate Training and development practices imparted by Firstsource Solutions Private Limited (August October, 2011)

Organization: Firstsource Solutions Private Limited.

Name: Mohammed Ibrahim

Course Perusing: BBA

Specialization: Human Resource Management

Institute: Indian Institute of Planning and Management (IIPM)

Content

Si no. no. 1 2 3 4 5 6 7 8 9

Title

Pg

Objective of the project Research methodology Scope of the project Research tool Population and sample size Analysis and Interpretation Observations and Finding Suggestions Conclusion

1. Objective of the project: To study the effectiveness of the training imparted by Firstsource Solutions Private Limited and its resultant in the performance of the employees. To know the perception of the employees regarding training methods in Firstsource Solutions Private Limited 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.

2. Research Methodology: For my project I required information like knowledge about the employees understanding, skills generated and the mastery gained during the training. Hence I have taken an 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 return it back after filling it. 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.

3. Scope of the Project: The scope of this project report is not too far stretching to the whole of Firstsource Solutions Limited, Bangalore rather it only covers the training and development activities conducted by Training Team (Customer Services) for its employees. My project mainly deals with the present method of training given at Firstsource Solutions Limited during my tenure of the project, August October 2011. This project covers training, training programmed, and training evaluation and excludes all other human resources activities conducted before and after training.

4. Research tool: Questionnaires and the evaluation of the performance to check the effectiveness of training imparted.

5. Population and Sample size: The number of employees working in Firstsource Solutions Limited, Bangalore is nearly 2000 employees (In customer service) and it is still expanding. Out of which I have selected a sample of 20 people who have undergone the training programme in the last six months to have a flavour of the new practices in training. 3

6. Analysis and Interpretation of trainees questionnaire:

Chart 1: This chart represents the Training given to the employees (Internal, External & Both)

12 10 8 6 10 4 2 0 1 0 2 10

Series1

Interpretation The above figure shows that the trainees have received internal training and External training both equally.

Chart 2: This chart represents that how often the training is given to the employees.

20%

25%

55%

1 2 3

Interpretation 55 percentage of the employees says that they get the training only once in a year.

Chart 3: This chart represents that how the training team at Firstsource is open to train their employees whenever they required.

25 100% 20

15 Series1 10

5 0% 0 1 2

Interpretation Every employees says that they are given chance to participate in training voluntarily.

Chart 4: This chart represents the duration of training given to the trainees.

30%

35% 1 2 3 35%

Interpretation 35 percentages of the employees says that the duration of their training is one month; other 35 percentage of the employees says that their duration of training is two months. And 30 percentages of the employees says that the duration of their training is three months.

Chart 5: This chart represents the type of training given to their employees.

10% 10%

5% 1 2 60%

15%

3 4 5

Interpretation Large number of employees has been given On Job Training, which is very useful to understand the concept of the product and understanding customers and develop customer relationship.

Chart 6: This chart represents the impact of training on career on the employee.

10% 35% 1 2 55% 3

Interpretation 55 percentages of the employees says that they get promotion after they are trained as they have obtained a fair knowledge about the product. And 35 percentages of them says that they get increment once they are trained.

7. Major Findings and Observation: 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 behaviour 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 nonsatisfactory. 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.

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8. 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 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 training. The training records must be maintained, preserved properly and updated timely. Proper care should be taken while selecting the trainers. Firstsource Solutions Private Limited 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 obtained 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 training team.

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9. Conclusion Analysis of all the facts & figures, the observations and the experience during the training period gives a very positive impression regarding the training imparted by the Firstsource trainers. The Firstsource trainers are 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 organization.

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