A

PROJECT REPORT ON

To study, analyze and evaluate Training and development practices imparted by NIS- Sparta at Reliance Communication (June August 2008)

AT

Reliance Communication

In partial Fulfillment of

MASTERS DEGREE IN BUSINESS ADMINISTRATION

SUBMITTED TO

UNIVERSITY OF PUNE

BY

MS Sadiya A. Contractor MBA-II

[2007

2009]

ALLANA INSTITUTE OF MANAGEMENT SCIENCES.

PUNE-411001.

COMPANY CERTIFICATE

GUIDE CERTIFICATE

ACKNOWLEDGEMENT

Words are inadequate to express my gratitude to the Reliance Communication NIS Sparta for giving me an opportunity to undergo the practical training in their c ompany and extend me full cooperation, enabling me to successfully complete this projec t 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 valuabl e suggestions and encouragement in completing this project successfully.

Sadiya A. Contractor

DECLARATION

I am very well aware of the ethics and guidelines one has to follow while working on a project in a disciplined manner.

Being aware of a project regarding its Factuality and Authenticity, I have tried my best to perform my task.

All the information mentioned here throughout the project is true to the best of my knowledge.

And I declare it as true and the collection made through own website and by my own personal observation and experience.

The theoretical part is gathered from various Human Resource reference books whose quotations have been mentioned in bibliography.

Sadiya A.Contractor

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

EXECUTIVE SUMMARY

EXECUTIVE SUMMARY

Project Title: .To study, analyze and evaluate Training and development practice s 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 res ultant 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 mi stakes.

Research methodology:

For our project we required information like knowledge about the employees under standing ,skills generated and the mastery gained during the training. Hence we have taken a insi ght at the performance of the employees through evaluation of performance, through question naires 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 partic ipants 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 opportun ity of expression without fear of embarrassment. Yields data easily summarized and reported.

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

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 activitie s 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 nea rly 200 employees and it is still expanding. Out of which I have selected a sample of 25 people who have undergone the training programme in the last six months to have a flavor of the

new practices in training.

2. Major findings:

. Employees are content with the way the training is conducted.

. The cooperation between the colleagues and the level of support they share wit h each other binds them in an attachment towards the company.

. Regional behavior and language influence is higher during training and even af ter delivering their language; the desired effects are not seen.

. Some of the superiors do not bother to make Development Action Plans and submi t 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 a nd attitude but also the attitude of the employee. If an employee has a positive attitude th en 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 b y 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 empl oyees.

. Assists the employees to acquire skills, knowledge and attitude and also enhan ce 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 de velopment 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 organ ization.

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

INTRODUCTION

INTRODUCTION TO THE STUDY

HUMAN RESOURCE MANAGEMENT Human Resource Management is defined as the people who staff and manage organiza tion. It comprises of the functions and principles that are applied to retaining, trainin g, developing, and compensating the employees in organization. It is also applicable to non-busines s organizations, such as education, healthcare, etc Human Resource Management is defined as the s et of activities, programs, and functions that are designed to maximize both organizational as wel l as employee effectiveness

Scope of HRM without a doubt is vast. All the activities of employee, from the t ime 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, on e such important division is training and development.

TRAINING AND DEVELOPMENT is a subsystem of an organization. It ensures that rand omness 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 Spar ta. On July 7, 2004, Reliance Infocomm acquired NIS Sparta, Asia's premier Performance Enhan cement 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 disch arged or retired from the organization.

MY PROJECT

The project report presented here is primarily concerned with training and devel opment part of employees in the organization.

Training and development is always an important aspect of the growth of a compan y and the individual employees as well. Due to daily changing business environment, manufa cturing process, technological advancement and rapid growth in the demand of the products and ser vices etc the workforce of any organization has to be very well equipped with the skills, abil ity, 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 ar e major factors in determining long term profitability of a business. If you hire and ke ep good employees, it is good policy to invest in the development of their skills, so th ey 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 chan ging 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 deci sion makers who will make decision based on the information . Evaluation plays a significant par t 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

* 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, quan tity, and effectiveness etc of the product by the means of suitable training.

* Development of the employee comes handy with training activities, making them mu ch more capable in out performing various activities with high professions and accu racy 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 trai ning and development project.

Evaluating the productivity of the employees can very well recognize how to distribute your workforce. This information gathered after cond ucting training programmed which is immensely helpful for the human resources manager and the wh ole department.

Training helps measure the performance of the employees by evaluating the traini ng 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 activitie s conducted By NIS Sparta for its employees.

My project mainly deals with the present method of training given at Reliance Co mmunication during my tenure of the project, July August 2008

This project covers training, training programmed, and training evaluation and e xcludes all other human resources activities conducted before and after training.

HYPOTHESIS:

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

LIMITATIONS:

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

I tried to perform this project in best possible manner to avoid any lacuna or l ack ness. In spite of all my efforts

In this regard but due to the far stretching activities conducted at Reliance Co mmunications, 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 le ft untouched and not mentioned in any way. *

Top-level strategic type of decisions and information too are not taken under s tudy to avoid any favor to the business counter parts. *

My project does not concerned about the designing and planning of training acti vities which forms a crucial and major part of this field hence a full fledge study can be do ne in this area. *

The data presented here is taken by prepared questionnaire (open ended and clos ed ended) and information and feedback received from the management. *

No research has been conducted on this topic for the purpose of this project th us holds a complete field research and development. *

Due to Time Constraints, I was not able to touch all aspects of training and de velopment. *

Due to security reasons, I could not attend the training conducted which would give me a practical experience. *

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

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 ev aluate 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 Gro up (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 Reli ance Communications will disseminate information at a low cost. .Make a telephone cal l cheaper than a post card.. Create new customer experiences. Constantly strive to be ahea d of the world. Reliance Communications will transform thousands of villages and hundreds of tow ns and cities across the country. Above all, Reliance Communications will pave the way to make India a global lead er in the knowledge age. .We will create the next generation communication network and information techno logy infrastructure that will bring immense value to every Indian, and leapfrog India into the center stage of global infocomm space.

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 availabl e to people at an affordable cost.They will overcome the handicaps of illiteracy and lack of mo bility. Dhirubhai firmly believed the country could use information and communication te chnology 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 me et the challenges of an ever changing and competitive environment to emerge as a performance orien ted, system driven, and professional organization. The only way forward is to focus on our C ustomer & Customer Service..

Vision We will leverage our strengths to execute complex global-scale projects to facil itate leading-edge information and communication services affordable to all individual consumers an d 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 enabl e 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;ication s that will enhance productivity of enterprises and individuals.

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 Indi a at affordable costs. Products: Reliance Communication is a service industry. Reliance Communications offers a w ide range of applications including hour-to-hour news updates, high quality video streamin g, downloadable multilingual Ring Tones, seasonal updates including festival specia ls, city & TV guides, exam results, astrology, mobile banking, credit card transaction from mo bile phone, bill payment and stock prices. Reliance Communications brings Real Broadband experience t time through a host of unique applications and services. This lti-location Video Conference, Multi-player Online Gaming, High Speed e, Digital Storage, Digital Movie, Digital Customized Music,Digital ng Service and E-Learning. to Indians for the firs includes Video Chat, Mu Internet, Virtual Offic Electronic News Gatheri

Reliance RelianceADA Group

ADA Group

Pragati Value Added People (PVAP) NIS Sparta Ltd (NISS) Reliable Internet Service Ltd (RISL) Getway Systems (India) Ltd(GWSL) Infocomm Group Companies Reliance Energy Constructior Pvt Ltd (RECP) Reliance Energy Automation Pvt (REAP) Reliance Webstore Pvt Ltd (RWSL) Infocomm Business Associate Companies

Energy Companies

Adlabs

Others Reliance communication Pvt.LTD

(RCPL) Reliance Comm Infrastructure Ltd-(RCL) Reliance Digital World Pvt Ltd(RDWL) RelianceNextLink Pvt Ltd(RNL)

Reliance Info Engg Pvt Ltd (RIEL) Reliance Infostream Pvt Ltd-(RIPL) Reliance Webstore Pvt Ltd-(RWSL) Rrliance Energy Ltd (REL) Reliance Energy Gener ation Ltd (REGL BSES Rajdhani Power LTD (BRPL) Yashasvi Commu Pvt Ltd (YCPL) Reliance Telecom Ltd RTL) Reliance Capital Ltd (RCL) Reliance Capital Asset Mgmt Ltd (RCAM) Reliance Gen Ins Co Ltd (RGIC) Reliance Life Ins Co Ltd (RLIC)

Reliance Info Infra Pvt Ltd(TFIL) Reliance Energy Engineers Pvt (REEP)

Synergy

Enterpreneur Solution-(SESL) Reliance Energy Mgt. Serv(REMS)

Fiag Telecom Finnese Innovation Pvt Ltd-(FIPL Reliance Energy Trad Pvt-(RETP) Reliance Energy Transmission(RETM)

Reliance Communications Ltd

Project Manager Porject Maneger Manager Finance Manager Sales Director (Project) Director ,CTO CEO

Executive Sales

A S Manager Team Leader Team Leader Manager Admin Manager HR

Executive (Salary unit)

Manager Training Dst HR executive Sinior Manager

ORGANIZATION CHART

Reliance Communications Business 1. 2. 3. 4. 5. Personal Enterprise Home Global World

Reliance Communication envisions a digital revolution that will bring about a ne w 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 busin ess houses in terms of net worth. The group has business interests that range from telecomm unications (Reliance Communications Limited) to financial services (Reliance Capital Ltd) a nd 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), conv ergent (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

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 General Insurance Reliance

BOARD OF DIRECTORS RCOM

. . . . .

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

Reliance Infocomm acquired NIS Sparta On July 7, 2004, Reliance Infocomm acquired NIS Sparta, Asia's premier Performan ce 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 reta il, 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 Spa rta's preeminence in all sectors of its involvement, namely Telecom, Petroleum, Insurance , Power and other Retail sectors. As a sequel to this association, the Reliance-NIS Academy is being launched with dedicated staff, engaged in conjunction with Reliance businesses. The Academy will establish 110 centers to commence training for customer-facing operational staff for different industries under its operations. V V Bhat, Group President, Management Services is the new Chairman o f 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 o rganization would significantly contribute to the strategic learning initiatives of the Reli ance 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 effecti veness 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 develo pment, Skill development and Process design and development. NIS Sparta is strategically organised to offer training and learning solutions t organisations and individuals

VISION

CORE PURPOSE

Key industry verticals The undisputed leader in the learning solutions domain, N IS 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

. Senior Gold Director for =Outstanding Sales Achievement & Commitment to Profes sional 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 res ultant 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 mi stakes.

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 a fter selecting the candidates, the next logical step is to train them for better performance. Era o f vocational training started during industrial revolution, which took place in Britain in 18th century. The apprentice s working n different factories use to get vocational training in the form of dire ct instructions in the operation of machines. Thereafter specially when use of computers, automatic mac hines 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 an d 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 c ase, it is very essential to raise the skill levels, increase the versatility and adaptability of the job occ upants 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

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 an d individual. An Individual obviously needs training when her or his performance falls short o f standars i.e. when there is performance deficiency Assessment of training needs occurs at the group level too.Any change in the org anization 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 compan y s product / service. To improve health and safety : Proper training can help prevent industrial accid ents. Outdated prevention : Training and development programmes foster the initiative and creativity of employees and help to prevent manpower obsolenscence, which may be due to

age, temperament or mptivation or the inability of a person to adapt himself to technological changes. To improve organization climate: An endless chain of positive reactions results from a wellplanned training programme. Production and product quality may improve , financi al 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, an d 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, includin g following 1. 2. 3. 4. 5. 6. 7. Immediate supervisors, Co-worker, Members of the personnel staff, Soecialists in other parts of the company, Outside consultants, Industry associations, Faculty members at universities.

Large organizations generally maintain their own training departments whose staf f conducts the programmes. TRAINING METHODS

On-the-job training : Almost every employee, from the clerk to company presiden t 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 dev eloping is an employee skills and habits consistent with the existing practices of an organiza tion, and with orienting him to his immediate problems. Vestibule training (training-centre training): Vestibule training method attempt s to duplicate on-the-job situation in a company classroom. It is a classroom trainin g 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 ne w 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 techni que of training semi skilled personnel e.g.clerk, machine operation , testers,typists etc. Train ing is in the form of lectures, conferences, case studies, role-playing and discussion. Demonstrations and examples : In the demonstration techniques,the trainer descri bes 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 do ing. Demonstrations are effective techniques in teaching as it is easier to show a pe rson 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 enco untered on a job. Trainees interest and employees motivation are high in simulation exercises b ecause 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 cos tly errors. This technique is a very expensive one. Apprenticeship : Apprenticeship training is the oldest and most commonly used me thods.It is a training in crafts,trades and in technical areas.A major part of training time is spent on-thejob production work Classroom training:

a) Lectures: Simplest way of imparting knowledge to trainees is by lecture. Conc epts or principles,attitude,method can be useful when large group are to be taught.The l ecture metho can be useful when large groups are to be trained within a short time, thus redu cing the cost per trainee. b) The Conference Method : In this technique, the participating individuals conf er 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 semina r. It may be based on paper prepared by one or more trainees on the subject in consult ing with the person in charge of the seminar. d) Case studies : The person in charge of training make out a case,provides nece ssary 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,interv iews 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 Performan ce Enhancement Solutions organization.Nis Sparta trainers impart training to all th e five business employee namely:

1. 2. 3. 4. 5.

PERSONAL ENTERPRISE HOME GLOBAL WORLD

Training is given for three aspects:

1. Skill 2. Knowledge 3. Attitude

. Skill is required for customer orientation, Customer care, leadership, time management and behaviour. Such training is imparted by Nis Sparta trainers throu gh simulations and outbound activities and reality learning like raft building , cr azy 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 p rogramme.

TRAINING BY NIS SPARTA

Under each and every business of RCom, training imparted differs at each vertica l 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-re charge, PCO.

There are channels for retail outlets that sell landline and mobile. Thay are kn own as Reliance Web World expresses.

They also have distributors for pre paid connections and direct sales team for p ost 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 ar e thought how to deal with customer care & complaints along with front desk etiquettes whi ch 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 afer which second level of training is given. This i s 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 considere d for career growth in the same business.

After the induction reforms training they have to undergo a test in which they h ave to score at least 70%. This test is called as MCMP (My Credit My Progress). He gets the c ertificate 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 ar e thought how to deal with customer care & complaints along with front desk etiquettes whi

ch 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 considere d for career growth in the same business.

After the induction reforms training they have to undergo a test in which they h ave to score at least 70%. This test is called as MCMP (My Credit My Progress). He gets the c ertificate 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

. Global business It deals with optical fibres i.e. under sea cables connecting different countrie s 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 a nd 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 a re 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 learnin g effectiveness. Evolved by NIS Sparta after over eleven years of research and development, Reali ty Learning covers a wide variety and facets of learning methodologies.

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 Le arning: 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

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

Business Simulations Experiential learning forms the basis of Business Simulations. Experiential lear ning is a key driver of everything we do, and is a distinct point of difference in the marketplace. E xperiential learning fosters an environment of accelerated learning through self-discovery and partic ipation. All Business Simulations enable people to make permanent, effective changes in b ehaviour by understanding the wide range of consequences of their choices and accepting resp onsibility 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 behav ior 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 var ious industry verticals. The solutions offered by the business unit include training and delivery, creation of customised content, research based projects and experiential learnin g. 2. Employability Solutions Group (ESG) - the business unit operates The NIS Acad emy to create and enhance employability of individuals through a number of short and lo ng-term educational programmes. 3. Strategic Employability Group (SEG) - the business unit fulfills our group co mpanies training needs.

NIS SPARTA ACADEMY

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 & M arketing. Professional skills of students are honed in areas like team building, enhancing flexibility and adaptability, increasing their ability to deal with ambiguity and stress, tackli ng challenges and taking initiatives. The NIS Academy s programmes are based on innovative and interactive teaching meth odologies 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 e ffectiveness. Training has become a very significant management tool for bringing about desire d changes in order to solve organizational problems and also to achieve organizational goals. There fore to be very effective, the training function is required to be organized properly and system atically.

Training programs consists of five steps .the first, or need analysis step, iden tifies the specific job performance skills needed, assesses the prospective training skills, and develop s specific, measurable knowledge and performance objectives based on any deficiencies. In the second st

ep, instructional design, you decide on, compile and produce the training program content. There m ay be a third validation step, in which bugs are worked out of the training program by present ing 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 a ssesses the program's successes or failures.

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 ga ps are filled by providing training. The training needs can be identified by the immediate superi ors 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:

The gathered information is forwarded to human resources officials for consulta tion and then the training objectives are established.

The training objective is prepared after finding the requirement of training whe ther the gaps are about knowledge, skill or attitude. Then the objective of training is establishe d and efforts to accomplish started.

(3) TRAINING PLAN

Based on the collected data and discussions with hr manager training plan is pre pared. The training plan is prepared. The training calendar is prepared monthly with th e 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 an d 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 d epartment and than a proper schedule with date, day and time and venue is finalized and all the emplo yees 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 processe s for each vertical and level.

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 hi s previous skill and qualifications etc.

When candidate is appearing for an interview, we ask him about the training whic h 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 depar tment 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 year ly basis. For this we seek the following information. Nominate the persons for program, finding the fa culty, 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 venu e for training program and the logistics involved is arranged.

POST TRAINING

After completion of training we take feedback from the participant about the tra iners. 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 P lan which mentions how well the training has been achieved and the next course of action if a refre sher 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 af ter doing the needful, they follow up with the superiors.

Based on these we are preparing quarterly graphs for presentation to the top man agement. 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 awarene ss 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 step s 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 a nd also in soft copies.

TRAINING EVALUATION

Evaluation means the assessment of value or worth. It simply means the act of ju dging whether or not the activity has achieved the set target. In training field evaluation has b een 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 prog ram. Training evaluation is very essential because of the following reasons:

The organization giving training to there employee can come to know what return s 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 als o suggests what changes in training plan should be made to make it more effective. Weakness with in 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. *

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 activitie s to collect the feedbacks of the employee's undergone training and we really come across many us eful 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 abilit y 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 aft er training program and feels a sense of development on their personal levels.

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 in quiry.

(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 activitie s conducted By NIS Sparta for its employees.

My project mainly deals with the present method of training given at Reliance Co mmunication during my tenure of the project, July August 2008.

This project covers training, training programmed, and training evaluation and e xcludes 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 o f 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 happ ens to be original in nature. . Secondary data: The data is the collected and processed information by some ot her 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 m anagement.

Secondary data are gathered from the official website of the company and from re ference books .

(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 res ultant 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 mi stakes.

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 ca refully 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:-

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

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 fi eld 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 th e favor of the organization.

Here we come to know and the cost they are bearing for that ecessary and unwanted expenditure and a very well planned and a highly words earning a healthy profit.

the willingness of the organization regarding the employees purpose. A good management always tries to cut down the unn of money. Hence if this area of management is taken care of systematic initiative can result in heavy saving, in other

Analysis and interpretation of trainee s questionnaire: Table 1 :Represents the different methods of training and its convenience to the employees. Method On Job Training Classroom

training Both No of employees 50 35 15

Methods of training5035150102030405060On Job TrainingClassroom trainingBoth

INTERPRETATION

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

Table 2 : Represents the rating of training schedule.

Rating of training Convenient Disturbing Average No of employees 65 30 05

65305010203040506070ConvenientDisturbingAverage

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 employees YES NO No of employees 80 20

satisfaction of employees8020YESNO

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 trai ning was given.

Employees response Yes No May be No of employees 70 10 20

010203040506070YesNoMay beDevelopment of the employees

INTERPRETATION

Maximum numbers of employees show a positive response in terms of their developm ent, 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 status Progressed Non progresses Cant say No of employees 70 10 20

010203040506070ProgressedNon progressesCant sayImprovement status

INTERPRETATION

Large number of employees experienced progress in their skills and its future as pects 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.

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

Degree of achievementCompletely60%Partially15% Not at all25% CompletelyPartiallyNot at all

INTERPRETATION:

The degree of achievement of training objectives is higher among the employees a nd even in the least case the achievement case is above average.

Table 7) Represents the response of the employees regarding training aids provid ed for the training.

Training aid status Yes No

No of employees 90 10

YesNo0102030405060708090Training aids status

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 of superiors Full Average No of employees 80 20

FullAverage020406080Level of support

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 wit h 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 perspectiv e

. Regional behavior and language influence is higher during training and even af ter delivering their language; the desired effects are not seen.

. Some of the superiors do not bother to make Development Action Plans and submi t to the trainers. The statc and superficial approach of the supervision needs to be dealt with appropriately

. The training is mainly conducted all around India, the trainers have to but sometimes the logistics and arrangement is non-satisfactory. Rescheduling programmed in advice and informing the participant with due lead time may ate the logistic problem the proximity, approachability and accessibility are ree majar parameter while considering the venue

travel the allevi the th

. 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 a nd attitude but also the attitude of the employee. If an employee has a positive attitude th en 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 b y 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.

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 empl oyees. . Assists the employees to acquire skills, knowledge and attitude and also enhan ce 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 de velopment 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 organ ization.

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.

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.

1. FEEDBACK ON PROGRAM DELIVERY:

Quantitative Faculty / Course Feedback Average Faculty Feedback: 4.93 Average Program Feedback: 4.85

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.

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 handlin g 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.

2. FEEDBACK ON PARTICIPANTS:

Please ensure that the following documents are attached with the PTR, where appl icable 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 Test Day: 2 Average Test Score: 19 Session Name: Day 3 Written Test Day: 3 Average Test Score: 19 Session Name: Day 4 Written Test Day: 4

Average Test Score: 18 Session Name: Day 6 Final Test Day: 6 Average Test Score: 87 Session Name: Day 6 Role Play Assessment Day: 6 Average Test Score: 32 3. List of Certified Participants

Total Participants: 11 Number of People Certified and . to be issued clarify id: 9 . not to be issued clarify id: NA

DEVELOPMENT ACTION PLAN FOR PARTICIPANTS

S No Participant Name Clarify ID Channel Partner Name / ZE name Ability to Implement Acquired Skills at Work (1:Very Poor 10:Excellent) CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training, coaching or support requirements) Follow-Date, any 1. VISHAL PALKARError! Not a valid link. YES PRABHA COMM. 8 Vishal has performed good. Has good mobile product, process and system knowledge. Is customer focused and has good selling skills. Needs to improve his data product knowledge and presentation skills. 28 2. VINOD BIRAJDAR YES

MOONLIGHT GALLERY 8 Vinod s overall performance has been good. Has good process and product knowledge. Needs to be more proactive in proving information to customers. Also needs improvement in his communication skills 28 3. PRASHANT PUKALE YES VITHALLA COMM. 7 Prashant has performed good. Has grasped well. Is customer focused. Needs to improve his product, process and systems knowledge. Also needs to improve his no n verbal communication. 28 4. NAMRATA JAGTAP YES AKENDRA COMM. 6 Namrata has performed very good in written exams. Has grasped well. Needs to improve her VAS, handset feature, systems and process knowledge. Also needs to b e customer focused while interacting with customer and improve her communication skills. 28 5. PRAVEEN MITHAPELLI YES

NIDHI COMM. 7 Praveen has performed well. Has good system and product knowledge. Needs to improve his process knowledge. Also communication and selling skills need to be improved. Needs to be more polite. Is a little aggressive. 28 6. SHARANU JANGLI YES ORBIT COMM. 7 Sharnu s performance has been good. Is very confident in sales. Has to improve his tariff plan, system and process knowledge. Also needs to improve his presentatio n skills. 28 7. PALLAVI PAWAR YES YASH COMM. 6 Pallavi has performed good. Has grasped well. Has good product, process and system knowledge. Needs to improve on her communication, presentation and sellin g skills. 28 8. SUKRITI SPRIHA YES R.S. COMM.

5 Sukriti has scored fairly. Has good communication skills. However needs to put i n lot of efforts to learn about products, processes and systems. Has been able to gras p fairly. Needs to improve her understanding and selling skills. 28 9. SANDIP PATIL NO SHREE ENT. 0 ABSCONDING 28 10. RACHANA PHANSE NO SWIFT COMM 0 ABSENT 28 11. DIPTI SAPKAL YES TRIPURA COMM. 9 Dipti s overall performance was very good. Has good product, process, system and customer handling knowledge. Needs to be a little more polished in her communication and presentation skills. 28

3. FEEDBACK ON INFRASTRUCTURE & LOGIsTICS:

Please enter the overall rating for the following parameters:

Area of Feedback Overall Rating 1 Low 2 3 4 5 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

ANY OTHER : NA

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 Low 2 3 4 5 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 Feedback Modules / Sessions Identified Gaps

Suggested Modification Language* . Spelling mistakes . Difficult language . Too technical . Too many abbreviations : NA : NA

: NA Concept & Simplicity of Application : NA : NA

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

: NA Cultural Sensitivity (are the exercises, examples, role-plays etc appropriate for the

audience from this region) : NA : NA

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

: NA Quality of Tests

: NA : NA : NA

Source PC Destination SOH Signature AJIT HIRAYError! Not a valid link. Signature AMIT GIRDHAR

Date 29 Aug 08 Date 29 Aug 08

ASSESSMENT SHEET

Dear participant,

We value your professional assessment of this course. We are especially interest ed in your

assessment about the trainer, the content and the training environment. Your fee dback will

help us improve this course further.

Rating Guide

* SD = Strongly Disagree, D = Disagree, N = Neutral, A = Agree, SA = Strongly Ag ree, 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

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 do differently

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