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.

1
COMPANY CERTIFICATE

2
GUIDE CERTIFICATE

3
 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

4
 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

-----------------------

5
EXECUTIVE SUMMARY

EXECUTIVE SUMMARY

6
Project Title: ―To study, analyze and evaluate Training and development practices imparted by
NIS- Sparta at Reliance Communication (June – August
2008)‖

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:

7
For our project we required 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:

8
  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.

9
  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 today‘s 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.

10
  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 business‘s world with yesterdays
method. And hence the continuous development of HR is prime need of todays organization.

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 CONTENT/INDEX.

HEAD TITLE PAGE NO

NO
01 EXECUTIVE SUMMARY

02 INTRODUCTION

03 COMPANY PROFILE

04 OBJECTIVES OF THE STUDY

05 LITERATURE REVIEW

07 RESEARCH METHODOLOGY

08 DATA ANALYSIS & INTERPRETATION

09 FINDINGS

10 CONCLUSION

11 SUGGESTIONS

12 APPENDICES

13
 INTRODUCTION

INTRODUCTION TO THE STUDY

14
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, Performance Management, Training and
Development, Retention, Industrial Relation, etc. Out of all these divisions, one such important
division is training and development.

TRAINING AND DEVELOPMENT is a subsystem of an organization. It ensures that randomness

is reduced and learning or behavioral change takes place in structured format.

Hence I have taken this topic for my project. 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) Studying training activities

2) Analyzing training programme

3) 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.

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 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

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 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 resources 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

18
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

Reliance Communications Ltd.,Pune was launched on December

28,2002.the 70th 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 frequently
organize the training programme for newly joined and current employee.

As they conduct the training programm frequently ,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 70th birthday of the Reliance
group founder, Shri. Dhirubhai H Ambani .

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 India‘s 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
world‘s 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 transformation 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 facilitate 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.

22
 Reliance‘s 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, Virtual Office, Digital
Storage, Digital Movie, Digital Customized Music,Digital Electronic News Gathering Service
and E-Learning.

Reliance – ADA Group

Reliance-
ADA Group

23
 Infocomm Infocomm
Group Business
Energy Adlabs Others
Companies Associate
Companies Companies

Reliance com- Reliance Rrliance Energy Reliance Capital

munication Telecom Ltd – Ltd –(REL) Ltd – (RCL)
Pvt.LTD – RTL)
(RCPL)
Reliance Energy
Reliance RelianceNext- Gener Reliance Capital
Comm Link Pvt Ltd- ation Ltd (REGL Asset Mgmt Ltd
Infrastructure (RNL) –(RCAM)
Ltd-(RCL)
BSES Rajdhani
Reliance Info Power LTD Reliance Gen Ins
Reliance Engg Pvt Ltd (BRPL) Co Ltd – (RGIC)
Digital World (RIEL)
Pvt Ltd-
(RDWL) Yashasvi
Reliance Commu Pvt Ltd Reliance Life Ins
Infostream Pvt –(YCPL) Co Ltd – (RLIC)
Reliance Ltd-(RIPL)
Webstore Pvt
Ltd-(RWSL) Reliance Energy
Getway Systems Automation Pvt NIS Sparta Ltd –
(India) Ltd- –(REAP) (NISS)
(GWSL)
Reliance Reliance Energy
Webstore Pvt Reliable Internet Constructior Pvt Pragati Value
Ltd – (RWSL) Service Ltd – Ltd (RECP) Added People –
(RISL) (PVAP)
Reliance Energy
Reliance Info Engineers Pvt
Infra Pvt Ltd- (REEP)
(TFIL)
Reliance Energy
Synergy Mgt. Serv-
Enterpreneur (REMS)
Solution-(SESL)
Reliance Energy
Finnese Transmission-
Innovation Pvt (RETM)
Ltd-(FIPL

Reliance Energy
Reliance Communications Ltd
Fiag Telecom Trad Pvt-(RETP)

24
 Director
,CTO

Director CEO
(Project)

Manager Manager
Project Porject Finance Sales
Manager Maneger

AS Executive
Team Team Manager Sales
Leader Leader Manager Manager
HR Admin

Sinior Dst HR Executive Manager

Manager executive (Salary Training
unit)

ORGANIZATION CHART

25
 Reliance Communications Business

1. Personal

2. Enterprise

3. Home

4. Global

5. 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 India‘s 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 Group‘s 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 Energy Ltd. Reliance Mutual Fund

Harmony Reliance Communications

Reliance Life Insurance Reliance Anil Dhirubhai Ambani Group

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

27
 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 pre-
eminence 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 Sparta‘s 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.

30
31
 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 century. The apprentice‘s
working n different factories 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 rapidly 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 perform 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

PLANING TRAINING

 Design training programme

 Define Methods, content of programme

 About trainer

 Place and time of training programme

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 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 organization‘s
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 company‘s

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

33
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 well-
planned training programme. Production and product quality may improve , financial
incentives may then be increased, less supervisory 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. Immediate supervisors,

2. Co-worker,

3. Members of the personnel staff,

4. Soecialists in other parts of the company,

5. Outside consultants,

6. Industry associations,

7. 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-the-
job 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. PERSONAL
2. ENTERPRISE
3. HOME
4. GLOBAL
5. 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 programme in which training on reliance products are 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 programme in which training on reliance products are 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

38
  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 renowed
and well established company. Rcom has taken over FLAG.

b. NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres. It is at Bombay and Hyderabad.

Training
Here knowledge based training is not required 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. Reality training
2. Enterprise business groups
3. 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. Outbound Training Programmes
2. 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 military 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 very 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 individual‘s 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

Raft 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

41
Business Simulations
Experiential learning forms the basis of Business Simulations. Experiential learning is a key driver
of everything we do, and is a distinct point of difference in the marketplace. Experiential learning
fosters an environment of accelerated learning through self-discovery 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 responsibility for
them. Powerful learning emerges in debrief when the participant‘s 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

42
 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 Academy‘s 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.

43
 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
employee‘s 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:

44
 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.

45
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.

46
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.

47
 Kirkpatrick’s 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 feels a sense of development on their personal levels.

48
 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 inquiry.

(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 .

49
(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 Information:-

50
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

51
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 trainee’s questionnaire:

Table 1 :Represents the different methods of training and its convenience to the employees.

Method On Job Classroom Both

Training training
No of 50 35 15
employees

52
 Methods of training

60
50
50

40 35

30

20 15

10

0
On Job Training Classroom training Both

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

53
 70 65

60

50

40
30
30

20

10 5

0
Convenient Disturbing Average

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

54
 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

55
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 future aspects.

Improvement Progressed Non progresses Cant say

status
No of 70 10 20
employees

Improvement status

70
60
50
40
30
20
10
0
Progressed 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
Completely
Partially 60% Not at all
15%

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

57
 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

Level of support

80

60

40

20

0
Full
Average

58
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 today‘s 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.

60
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 business‘s world with yesterdays
method. And hence the continuous development of HR is prime need of todays organization.

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.

61
Location: PUNE

Number of Participants: 11

Channel Partner Type: RMS – CRE’s

Observers: NA

Signature of PC: Ajit Hiray Date: 29 Aug 08

Name of PC: Ajit Hiray
Error! Not a valid link.

62
 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 everyone 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.

63
 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 customer‘s requirement.

64
 2. FEEDBACK ON PARTICIPANTS:

Please ensure that the following documents are attached with the PTR, where applicable and
the following table is filled completely, as applicable:

S No Item Quantity Details

1. Attendance Sheet 1 Maximum Attendance: 11

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
3. List of Certified Total Participants: 11
Participants Number of People Certified and
 to be issued clarify id: 9

 not to be issued clarify id: NA

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 DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S Participant Name Clarify Channel Ability to CRITICAL DEVELOPMENT ACTION PLAN Foll
No ID Partner Implement (Please outline any further training, coaching or support requirements) Date
Name / ZE Acquired Skills any
name at Work
(1:Very Poor
10:Excellent)
VISHAL Vishal has performed good. Has good mobile product, process and system
PRABHA
1. PALKARError! YES 8 knowledge. Is customer focused and has good selling skills. Needs to improve his 28
COMM.
Not a valid link. data product knowledge and presentation skills.
Vinod’s overall performance has been good. Has good process and product
MOONLIGH
2. VINOD BIRAJDAR YES 8 knowledge. Needs to be more proactive in proving information to customers. Also 28
T GALLERY
needs improvement in his communication skills
Prashant has performed good. Has grasped well. Is customer focused. Needs to
PRASHANT VITHALLA
3. YES 7 improve his product, process and systems knowledge. Also needs to improve his non 28
PUKALE COMM.
verbal communication.
Namrata has performed very good in written exams. Has grasped well. Needs to
NAMRATA AKENDRA improve her VAS, handset feature, systems and process knowledge. Also needs to be
4. YES 6 28
JAGTAP COMM. customer focused while interacting with customer and improve her communication
skills.
Praveen has performed well. Has good system and product knowledge. Needs to
PRAVEEN NIDHI
5. YES 7 improve his process knowledge. Also communication and selling skills need to be 28
MITHAPELLI COMM.
improved. Needs to be more polite. Is a little aggressive.
Sharnu’s performance has been good. Is very confident in sales. Has to improve his
SHARANU ORBIT
6. YES 7 tariff plan, system and process knowledge. Also needs to improve his presentation 28
JANGLI COMM.
skills.
Pallavi has performed good. Has grasped well. Has good product, process and
YASH
7. PALLAVI PAWAR YES 6 system knowledge. Needs to improve on her communication, presentation and selling 28
COMM.
skills.
Sukriti 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 systems. Has been able to grasp 28
fairly. Needs to improve her understanding and selling skills.
SHREE
9. SANDIP PATIL NO 0 ABSCONDING 28
ENT.
RACHANA SWIFT
10. NO 0 ABSENT 28
PHANSE COMM
Dipti’s overall performance was very good. Has good product, process, system and
TRIPURA
11. DIPTI SAPKAL YES 9 customer handling knowledge. Needs to be a little more polished in her 28
COMM.
communication and presentation skills.

66
 3. FEEDBACK ON INFRASTRUCTURE & LOGIsTICS:

Please enter the overall rating for the following parameters:

Area of Feedback Overall Rating

1 2 3 4 5
Low High
Venue *
Food *
IT Support & connectivity *
Discipline (Dress code, start time etc) *
Material availability & adequacy *

4. FEEDBACK ON EXTERNAL BLOCKS:

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

67
ANY OTHER : NA

68
 5. FEEDBACK ON CONTENT:
(Please fill this up if this is your first/second program)

Please enter the overall rating for the following parameters relating to
content:

Area of Feedback Overall Rating

1 2 3 4 5
Low High
Language* *
Concept & Simplicity of Application *
Exercises (Quantity and Quality) *
Cultural Sensitivity (are the exercises, examples, role-plays etc
appropriate for the audience from this region)
*
Quality and Applicability of Job Aids, where applicable *
Quality of Tests *

Please detail the following wherever overall rating is lower than 4:

Area of Modules / Identified Gaps Suggested Modification

Feedback Sessions
Language* : NA : NA : NA
 Spelling mistakes
 Difficult language
 Too technical
 Too many
abbreviations

Concept & : NA : NA : NA
Simplicity of
Application

Exercises (Quantity : NA : NA : NA
and Quality)

Cultural Sensitivity : NA : NA : NA
(are the exercises,
examples, role-plays etc
appropriate for the
audience from this region)

Quality and : NA : NA : NA
Applicability of Job
Aids

Quality of Tests : NA : NA : NA

69
Source PC Destination SOH
Signature AJIT HIRAYError! Not a Signature AMIT GIRDHAR
valid link.
Date 29 Aug 08 Date 29 Aug 08

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.

TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries

4
Presented the information to me in a logical and
structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing

10
Was prepared with knowledge, information and
resources for my learning

Comments

70
 CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured, and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital
knowledge and information
15 Was appropriate for the subject I wanted to learn

Comments

TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations

Comments

OVERALL SD D N A SA NA

21
This course is a key step in my journey to becoming
effective on my job
22
Benefits far outweigh the time and money spent to
attend the course
23
I will recommend this course to my colleagues as an
essential learning experience
24 Overall, I rate this training course as

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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