EXECUTIVE SUMMARY

T h e s t u d y o n e m p l o y e e s t r a i n i n g a t B P O i s b a s e d o n s e v e r a l training and development programmes which helps to improve skills, or add to theexisting level of knowledge so that employee is better equipped to do his present job,or to prepare him for a higher position with increased responsibilities.The objective of the study is to measure the on e m p l o y e e s . I t h e l p s i n t o e x a m i n e t h e e f f e c t i v e n e s s o f t r a i n i n g i n t h e o v e r a l l development of skill of workforce. The survey has been done

through questionnaireconsists of 10 question which was filled by 50 employees of BPO i.e. the sample size.The study concludes that training and development programmes are the inherent parto f t h e o r g a n i z a t i o n b e c a u s e e v e r y o r g a n i z a t i o n n e e d s t o h a v e w e l l t r a i n e d a n d experienced people to perform the activities that have to be done. But there are somel o o p h o l e s i n t h e p r o c e s s l i k e n o n a v a i l a b i l i t y o f s k i l l e d t r a i n e r . I n a n o v e r a l l t h e organization is using all the essential training and development programmes

Chapter 1: INTRODUCTION

1.1 Introduction to the study

Employee training means to improve skills, or add to the existing level of knowledges o t h a t e m p l o ye e i s b e t t e r e q u i p p e d t o d o h i s p r e s e n t j o b , o r t o p r e p a r e h i m f o r a higher position with increased responsibilities..Training refers to the teaching /learning activities done for the primary purpose

of h e l p i n g m e m b e r s o f a n o r g a n i z a t i o n t o a c q u i r e a n d a p p l y t h e k n o w l e d g e skills,abilities, and attitude needed by that organization to acquire and apply the same.Broadly speaking training is the act of increasing the k n o w l e d g e a n d s k i l l o f a n employee for doing a particular job.In todays scenario change is the order of the day and the only way to deal with it is tolearn and grow.

1.2TRADITIONAL AND MODERN APPROACH OF TRAINING ANDDEVELOPMENT Traditional Approach Most of the organizations before never used to believe intraining. They were holding the traditional view that managers are born and not made.There were also some views that training is a very costly affair and not worth.O r g a n i z a t i o n s u s e d t o b e l i e v e m o r e i n e x e c u t i v e p i n c h i n g . B u t n o w t h e s c e n a r i o seems to be changing.

The modern approach

of training and development is that Indian Organizations haverealized the importance of corporate training. Training is now considered as more of retention tool than a cost. The training system in Indian Industry has been changed tocreate a smarter workforce and yield the best results.

1.3 TRAINING DEFINED

It is a learning process that involves the acquisition of knowledge, sharpening of skills, concepts, rules, or changing of attitudes and behaviours to enhance the performance of employees. Training is about the acquisition of knowledge, skills, andabilities (KSA) through professional development.

1.4 IMPORTANCE OF TRAINING Optimum Utilization of Human Resources Training and Development helps ino p t i m i z i n g t h e u t i l i z a t i o n o f h u m a n r e s o u r c e t h a t f u r t h e r h e l p s t h e e m p l o ye e t o achieve the organizational goals as well as their individual goals . Development of Human Resources Training and Development helps to provide anopportunity and broad structure for the development of human resources technicala n d b e h a v i o r a l s k i l l s i n a n o r g a n i z a t i o n . I t a l s o h e l p s t h e e m p l o ye e s i n a t t a i n i n g personal growth . Development of skills of employees Training and Development helps in increasingt h e j o b k n o w l e d g e a n d s k i l l s o f e m p l o ye e s a t e a c h l e v e l . I t h e l p s t o e x p a n d t h e horizons of human intellect and an overall personality of the employees Productivity Training and Development helps in increasing the productivity of the Employees thathelps the organization further to achieve its long-term goal. Team spirit Training and Development helps in inculcating the sense of teamwork, team spirit, and inter-team collaborations. It helps in inculcating the zeal tolearn within the employees. Organization Culture Training and Development helps to develop and improve theorganizational health culture and effectiveness. It helps in creating the learning culturewithin the organization. Quality Training and Development helps in improving upon the quality of work and work-life . Health and Safety Training and Development helps in improving the health andsafety of the organization thus preventing obsolescence . Morale Training and Development helps in improving the morale of the work force.

 Image Training and Development helps in creating a better corporate image. Profitability Training and Development leads to improved profitability and more positive attitudes towards profit orientation. Training and Development aids in organizational development i.e. Organization getsmore effective decision making and problem solving. It helps in understanding andcarrying out organizational policies . Training and Development helps in developing leadership skills, motivation, loyalty, better attitudes, and other aspects that successful workers and managers usuallydisplay

1.5 BENEFITS OF TRAINING

Employees and the organization need to realize the importance of contribution andlearning for mutual growth and development. Training is the answer to deal withstagnation stage by constantly updating it in every field. Other benefits of traininginclude: Hiring appeal: companies that provide training attract a better qualityWorkforce. and addressing any performance deficiency. workforce flexibility. Cross-cultural training is essential for better adjustment in the new environment. commitment: Training acts as a loyalty booster. Employeemotivation is also enhanced when the employee knows that theorganization would provide them opportunities to increase their skills andknowledge. gives the organization a competitive edge by keeping abreast of the latestchanges; it acts as a catalyst for change. customer satisfaction and lower support cost results throughimproved service, increased productivity and greater sufficiency. acts as benchmark for hiring promoting and career planning. acts as a retention tool by motivating employee to the vastopportunities for growth available in an organization

1.6 BUSINESS PROCESS OUTSOURCING

Business process outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider. Originally, this was associated with manufacturing firms, such as Coca Cola that outsourced large segments of its supply chain. BPO is typically categorized into back office outsourcing - which includes internal business functions such as human resources or finance andaccounting, and front office outsourcing which includes customer-related services such as contact centre services. BPO that is contracted outside a company's country is called offshore outsourcing. BPO that is contracted to a company's neighboring (or nearby) country is called nearshore outsourcing. Often the business processes are information technology-based, and are referred to as ITESBPO, where ITES stands for Information Technology Enabled Service. Knowledge process outsourcing (KPO) and legal process outsourcing (LPO) are some of the sub-segments of business process outsourcing industry. In 2010, the Philippines has surpassed India as the largest business process outsourcing industry in the world.

BPO is an organisation which actually works for some other organisation in collecting information about a particular product or provide information about that product or services to make people aware of it.

1.7 BPO Objectives

The main objectives of the project are to: 1. To set up an infrastructural network that can support the BPO Industry in Uganda; 2. To market Uganda as a preferred BPO destination within the region; 3. To establish partnerships with the private sector to enable the sustainability of the industry once it is set up; 4. To develop a critical mass in terms of Human Resource to sustain the industry. 5. To set up a policy framework for the BPO industry in Uganda. Expected outcomes The expected outcomes of the project are: 1. Creation of employment; 2. Increase in government revenue; 3. Increased investment in infrastructure and skills development; 4. Increased economic development; 5. Poverty reduction

1.8 BPO Role in Indias Economic Growth has been tremendous, especially in the last few years, when the demand for outsourcing work to India has been significant among western companies. The role played by BPOs in boosting Indias economy shows that the IT and ITeS sector have been contributing largely to the economic growth of India. The growth in the contribution of BPOs to Gross Domestic Product has shown a steady rise from 1.2% to 6.4%. The growth rate of BPO sector is around 28% in the last 2 years. In fact this industry has provided job to around 1.6 million people, more over the this industry assures an attractive standard of living. It is hence evident that the BPO industry is making an impact on the Indian economy even in the todays scenario of Global Meltdown.

BPOs are aiming at contributing towards bringing in more earnings to the country and IP creation. Currently, BPOs in India are focused on the domestic segments and off shoring. The benefit to the local economy is subject to judicious exploitation of resources existing in these areas.

Since BPO is an effective cost cutting measure practiced around Globe and India to be the destination of Outsourcing, BPOs Role in Indias economic growth is set towards making a significant impact in the time to come as well. The driving forces that account for the increase in foreign investments through the BPOs in India are:

Emphasis on quality services Skilled sets and workers Cost effectiveness Quality products English speaking manpower

These features of the Indian BPO industry attract long-term contracts and as a result, there are high earnings which in turn result in major contribution to economic growth. As a matter of fact, the Indian BPO industry is leading in the market and is improving in the area of training professionals in learning foreign languages and increasing the number of skilled workers. This

will give India the ability to sustain its global leadership and probably generate export revenues of USD 10 billion by 2010.

The setting up of more BPOs is also bringing in more job opportunities for the Indian youth. BPO role in Indias economic growth will even facilitate great maneuvering in the countrys balance of payments. BPO role in Indias economic growth is definitely at the growth stage but is all set for a major contribution to the Indian economy. The younger India has to grab every opportunity in this sector. Indian Youth has to upgrade their skill sets to make themselves eligible to serve this sector.

Indians have the untiring spirit to rise from the ashes like Phoenix. Let this spirit kindle the minds of our people to rise up from the unrest and anxiety that looms around and to strive more to reap the best out of the worst. Any of professional courses to groom skills sets to provide Human Resource to serve this BPO sector will definitely be a historical landmark. This will thus leave its footprints in the future by offering ample of employment to the scattered youth of the country.

1.9 BPO INDUSTRY IN INDIA

Business process outsourcing (BPO) is a broad term referring to outsourcing in allfields. A BPO differentiates itself by either putting in new technology or applyingexisting technology in a new way to improve a process. Business Process Outsourcing (BPO) is the delegation of one or more IT-intensive businessprocesses to an external provider that in turn owns administers and manages the selectedprocess based on defined and measurable performance criteria. Business

ProcessOutsourcing (BPO) is one of the fastest growing segments of the Information TechnologyEnabled Services (ITES) industry.Few of the motivation factors as to why BPO is gaining ground are: Factor Cost Advantage Economy of Scale Business Risk Mitigation Superior Competency Utilization ImprovementGenerally outsourcing can be defined as An organization entering into a contract with another organization to operate and manage one or more of its business processes

1.10 Different Types of Services Being Offered By BPO's

1.Customer Support Services Our customer service offerings create a virtual customer service center to managecustomer concerns and queries through multiple channels including voice, e-mail andchat on a 24/7 and 365 days basis.Service Example: Customers calling to check on their order status, customers callingto check for information on products and services, customers calling to verify theiraccount status, customers calling to check their reservation status etc

.2 Technical Support Services Our technical support offerings include round-the-clock technical support and problemresolution for OEM customers and computer hardware, software, peripherals andInternet infrastructure

manufacturing companies. These include installation andproduct support, up & running support, troubleshooting and Usage support.Service Example: Customers calling to resolve a problem with their home PC,customers calling to understand how to dial up to their ISP, customers calling with aproblem with their software or hardware.

3.Telemarketing Services Our telesales and telemarketing outsourcing services target interaction with potentialcustomers for 'prospecting' like either for generating interest in products and services,or to up-sell / promote and cross sell to an existing customer base or to complete thesales process online

Service Example: Outbound calling to sell wireless services for a telecom provider,outbound calling to retail households to sell leisure holidays, outbound calling toexisting customers to sell a new rate card for a mobile service provider or outboundcalling to sell credit or debit cards etc.

4. Employee IT Help-desk Services Our employee IT help-desk services provide technical problem resolution and supportfor corporate employees.Service Example: of this service include level 1 and 2 multi-channel support across awide range of shrink wrapped and LOB applications, system problem resolutionsrelated to desktop, notebooks, OS, connectivity etc., office productivity tools supportincluding browsers and mail, new service requests, IT operational issues, productusage queries, routing specific requests to designated contacts and remote diagnosticsetc.

5. Insurance Processing Our insurance processing services provide specialized solutions to the insurance sectorand support critical business processes applicable to the industry right from newbusiness acquisition to policy maintenance to claims processing.Service Example: New Business / Promotion: Inbound/outbound sales, Initial Setup, Case Management, Underwriting, Risk assessment, Policy issuance etc. Policy Maintenance / Management:

Record Changes like Name, Beneficiary, Nominee, Address; Collateral verification,Surrender Audits Accounts Receivable, Accounting, Claim Overpayment, Customercare service via voice/email etc

.6. Data Entry Services / Data Processing Services

Service Example:

oData entry from Paper/Books with highest accuracy and fast turn around time(TAT)

oData entry from Image file in any format oBusiness Transaction Data entry like sales / purchase / payroll. oData entry of E-Books / Electronic Books oData Entry : Yellow Pages / White Pages Keying oData Entry and compilation from Web site oData Capture / Collection oBusiness Card Data Entry into any Format oData Entry from hardcopy/Printed Material into text or required format oData Entry into Software Program and application oReceipt and Bill Data Entry oCatalog Data Entry. oData Entry for Mailing List/Mailing Label. oManuscripting typing in to word oTaped Transcription in to word. oCopy, Paste, Editing, Sorting, Indexing Data into required format etc

7.Data Conversion Services

Service Example: oConversion of data across various databases on different platforms oData Conversion via Input / Output for various media. oData Conversion for databases, word processors, spreadsheets, and many otherstandard and custom-made software packages as per requirement. o Conversion from Page maker to PDF format. oConversion from Ms-Word to HTML format oConversion from Text to Word Perfect. oConversion from Text to Word to HTML and Acrobat oConvert Raw Data into required MS Office formats. oText to PDF and PDF to Word / Text / Doc oData Compilation in PDF from Several Sources. oE-Book Conversion etc.

8.Scanning, OCR with Editing & Indexing Services

Service Example: oHigh speed Image-Scanning and Data capture services oHigh speed large volume scanning oOCR Data From Scanned page / image oScan & OCR paper Book in to CD. oADOBE PDF Conversion Services. oConversion from paper or e-file to various formats

9.Book Keeping and Accounting Services

Service Example:General Ledger oAccounts Receivables and Accounts Payable

oFinancial Statements oBank Reconciliation oAssets / Equipment Ledgers etc.

10.Form Processing Services:

Service Example:Insurance claim form oMedical Form / Medical billing oOnline Form Processing oPayrol Processing etc.11.

Internet / Online / Web Research Service Example:Internet Search, Product Research, Market Research, Survey, Analysis.Web and Mailing list research etc

1.11 Challenges for a HR Professional in BPO

1.Brand equity: People still consider BPO to be "low brow", thus making it difficult toattract the best talent.

2 Standard pre-job training: Again, due to the wide variety of the jobs, lack of generalclarity on skill sets, etc, there is no standard curriculum, which could be designed andfollowed

.3.Benchmarks: There are hardly any benchmarks for compensation and benefits,performance or HR policies. Everyone is charting their own course

.4.Customer-companies tend to demand better results from outsourcing partners thanwhat they could actually expect from their own departments. "When the job is beingdone 10,000 miles away, demands on parameters such as quality, turn aroundtimeliness, information security,

business continuity and disaster recovery, etc, are farhigher than at home. So, how to be more efficient than the original?

5.Lack of focused training and certificationsGiven this background, the recruiting and compensation challenges of HR departmentsare only understandable.

1.12 Key To success

The key to success in ramping up talent in a BPO environment is a rapid training module.The training component has to be seen as an important sub-process, requiring constant reengineering.

1.13 Business Process Outsourcing: The Top Rankers WNS has emerged as the top BPO in India, pushing Wipro Spectramind to the secondposition, according to a survey done by NASSCOM . The basis of ranking is the revenuesgenerated by the BPO companies in 2003-04, as per US GAAP. A list of top fifteen BPOcompanies in India is given below.

1.WNS Group

2.Wipro Spectramind

3.Daksh e-Services

4.Convergys

5.HCL Technologies

6.Zenta

7.ICICI Onesource

8.MphasiS

9.EXL

10.Tracmail

11.GTL Ltd.

12.vCustomer

13.HTMT

14. 24/7 Customer

15.Sutherland TechnologiesThe parameters for the survey was: Employee Size (Operation level executives), Percentageof last salary hike, Cost to company, Overall Satisfaction Score, Composite Satisfaction,Company Culture, Job Content / Growth, Training, Salary and Compensation, AppraisalSystem, People, Preferred Company: (Percentage of respondents of a company who named their own company as the preferred one), Dream Company: (Percentage of respondents inthe total sample who preferred a particular company)

1.14 Employee Benefits Provided By Majority Of the BPO Companies

Provident Fund: As per the statutory guidelines, the employee is required to contributea percentage of his basic salary and DA to a common fund. The employer for this fundcontributes as well. The employee can use the amount deposited in this fund forvarious personal purposes such as purchase of a new house, marriage etc.

Gratuity: Gratuity is one of the retrial benefits given to the employee in which theemployer every year contributes a particular amount. The fund created can be used bythe employee for the purpose of long-term investment in various things such as ahouse etc. Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequateinsurance coverage of employees for expenses related to hospitalization due to illness,disease or injury or pregnancy in case of female employees or spouse of maleemployees. All employees and their dependent family members are eligible.Dependent family members include spouse, non-earning parents and children abovethree months Personal Accident Insurance Scheme: This scheme is to provide adequate insurancecoverage for Hospitalization expenses arising out of injuries sustained in an accident.It is applicable to all the employees of JFWTC and covers total / partial disablement / death due to accident and due to accidents. Subsidized Food and Transportation: The organizations provides transportationfacility to all the employees from home till office at subsidized rates. The lunchprovided is also subsidized. Company Leased Accommodation: Some of the companies provides sharedaccommodation for all the out station employees, in fact some of the BPO companiesalso undertakes to pay

electricity/water bills as well as the Society charges for theshared accommodation. The purpose is to provide to the employees to lead a morecomfortable work life balance. Recreation, Cafeteria, ATM and Concierge facilities: The recreation facilities includepool tables, chess tables and coffee bars. Companies also have well equipped gyms,personal trainers and showers at facilities. Corporate Credit Card: The main purpose of the corporate credit card is enable thetimely and efficient payment of official expenses which the employees undertake forpurposes such as travel related expenses like Hotel bills, Air tickets etc Cellular Phone / Laptop: Cellular phone and / or Laptop is provided to the employeeson the basis of business need. The employee is responsible for the maintenance andsafeguarding of the asset. Personal Health Care (Regular medical check-ups): Some of the BPO'S provides thefacility for extensive health check-up. For employees with above 40 years of age, themedical check-up can be done once a year. Loans: Many BPO companies provides loan facility on three different occasions:Employees are provided with financial assistance in case of a medical emergency.Employees are also provided with financial assistance at the time of their wedding.And, The new recruits are provided with interest free loans to assist them in theirinitial settlement at the work location. Educational Benefits: Many BPO companies have this policy to develop thepersonality and knowledge level of their employees and hence reimburses theexpenses incurred towards tuition fees, examination fees, and purchase of bookssubject, for pursuing MBA, and/or other management qualification at India's top mostBusiness Schools. Performance based incentives: In many BPO companies they have plans for ,performance based incentive scheme. The parameters for calculation are processperformance i.e. speed,

accuracy and productivity of each process. The Pay forPerformance can be as much as 22% of the salary. Flexi-time: The main objective of the flextime policy is to provide opportunity toemployees to work with flexible work schedules and set out conditions for availingthis provision. Flexible work schedules are initiated by employees and approved bymanagement to meet business commitments while supporting employee personal lifeneeds .The factors on which Flexi time is allowed to an employee include: Child orParent care, Health situation, Maternity, Formal education program Flexible Salary Benefits: Its main objective is to provide flexibility to the employeesto plan a tax-effective compensation structure by balancing the monthly net income,yearly benefits and income tax payable. It is applicable of all the employees of theorganization. The Salary consists of Basic, DA and Conveyance Allowance. TheFlexible Benefit Plan consists of: House Rent Allowance, Leave Travel Assistance,Medical Reimbursement, Special Allowance Regular Get together and other cultural programs: The companies organizes culturalprogram as and when possible but most of the times, once in a quarter, in which all theemployees are given an opportunity to display their talents in dramatics, singing,acting, dancing etc. Apart from that the organizations also conduct various sportsprograms such as Cricket, football, etc and regularly play matches with the teams of other organizations and colleges.

Wedding Day Gift: Employee is given a gift voucher of Rs. 2000/- to Rs. 7000/- basedon their level in the organization. Employee Referral Scheme: In several companies employee referral scheme isimplemented to encourage employees to refer friends and relatives for employment inthe organization. Paid Days Off

 Maternity Leave Employee Stock Option PlanInspite of all these benefits, the attrition rate in BPO industry is very high, why?. What is thereason for an employee to leave? These and many more are the questions that needimmediate attention from the industrial gurus.

1.15 Why people prefer to join BPO's? In general a person with any graduation can join any of the BPO. Some BPO's like to takepeople with MBA but then again the specialization are of an individual hardly makes anydifference. Again, this is the industry, where there is no reference checks and very oftenpeople don't even specify there exact age. Lets me share with you some of the reasons aswhy people prefer to join a BPO

:1. Did not get a better job

.2. Find nothing better to do.

3. Education level doesn't matter

4. Good work environment

5. Good Benefits

6. Flexibility of time

7. Attractive life style

8. Transport facility

1.16 Why people leave the BPO's? When there are so many benefits associated with BPO manyprivileges for the BPO employees there are so

than what makes them to change the

company/industry??Is it only MONEY that matters or anything else as well?? Here are some of the reasons for aBPO professional to change his/her job

.1. No growth opportunity/lack of promotion 2. For higher Salary 3.For Higher education 4.Misguidance by the company 5.Policies and procedures are not conducive 6.No personal life 7.Physical strains 8.Uneasy relationship with peers or managers

1.17 INDUSTRY SIZE India has revenues of US$10.9 billion from offshore BPO and US$30 billion from IT and total BPO (expected in FY 2008). India thus has some 5-6% share of the total BPO Industry, but a commanding 63% share of the offshore component. This 63% is a drop from the 70% offshore share that India enjoyed last year: despite the industry growing 38% in India last year, other locations like Philippines, and South Africa have emerged to take a share of the market. The South African call center industry has grown by approximately 8% per year since 2003 and it directly employs about 54 000 people, contributing 0.92% to South Africa's gross domestic product(GDP). China is also trying to grow from a very small base in this industry. However, while the BPO industry is expected to continue to grow in India, its market share of the offshore piece is expected to decline. Important centers

in India are Bangalore, Hyderabad, Chennai,Kolkata, Mumbai, Pune, Patna, Trivandrum, Bhuba

neswar and New Delhi. In fact, the Philippines has overtaken India as the largest call center industry in the world in 2010. The Association of Southeast Asian Nation (ASEAN) countries, along with the People's Republic of China and Indiaknown collectively as ACI countriesare likely to see services like BPO figure strongly in their economies over the medium term. Services trade among ACI countries has been growing at a very rapid rate over recent years, despite starting from a relatively low baseline. Although data are scarce and must be interpreted with caution, an analysis of applied services sector policies in the region suggests there is much policymakers can do to intensify this process, and increase the pace at which the transformation to a service economy is taking place.

1.18 Growing importance of BPO Services

Business Process Outsourcing (BPO services) involves contracting the operation of specific business activity to an external service provider. There are many reasons because of which the BPO segment is getting more and more popular. Some of the reasons are listed below

Specialization advantage Superior competency Economy of scale Risk mitigation Low factor cos

The rate at which the BPO segment is growing is at 15% and it is now worth $1.6 billion. It is currently providing employment to one million staff, while providing indirect employment to 3.5 million people. Looking at the rate at which BPO segment is growing and the number of job opportunities it is generating we can not undermine the importance of BPO services.

Nowadays, Call Centre in india are becoming more and more popular as the companies want to outsource their non core functions to an external service provider while focusing on core competency. This enables the company to perform core functions more efficiently while maintaining the quality in non core activity. This has improved the performance of the companies.

Many companies are going for call center outsourcing services. The reason behind this is the intense competition among the business enterprises. In the era of cut throat competition it has become difficult to retain customers. Therefore all the companies are providing A grade customer care services to their customers. However, attending all the calls made by the customers is not an easy task. Hence, many business organizations are delegating customer care support to BPO service providers. Customer Care Executives at call centers are well trained to handle the calls made by your customers. They resolve all the queries and questions effectively. Besides Call Center in india services, companies are going for outbound call center services for the promotion and advertisement of the product and services.

Apart from this, companies are using services provided by telemarketing call centers for marketing and advertising their products and services. It enables the sales person to approach the customers directly. It leads to instant sales as the customers give immediate response. Moreover, it also increase sales domain as the sales person not only reach to local customers but also national and international customers. Another advantage of telemarketing call centers is that they provide their services 24 hours a day and 7 days a week. This enables the sales person to reach the targeted customers at the time that suits to them.

Looking at the above advantages provided by BPO segment, we can not ignore its importance. In fact the statistical figures provided by NAASCOM- McKinsey report indicated that BPO segment contributes around 3% to Gross Domestic Product of the country.

CHAPTER 2: METHODOLOGY

2.1 Objectives

To examine the effectiveness of training in overall development of skills of workforce. To examine the impact of training on the employees.

Reduce the learning time for employees starting in new jobs onappointment, transfers or promotion, and ensure that they becomefully competent as quickly and economically as possible.

To measure the differential change in output due to training.

2.2 RESEARCH DESIGN

The type of research used is descriptive research. Marketing research is asystematic and objective study of problems. Market research specifies the informationrequired to address these issues; designs the method of collecting information; managesand implements the data collection process; analyses the results and communicates thefinding and their implications

2.3 SAMPLE SIZE

For the study, a sample size of 50 employees was taken.

2.4 TOOLS USED FOR DATA COLLECTION

Primary data collected through questionnaires.

Secondary data collected through magazines, journals, websites.

CHAPTER :3 DATA ANALYSIS FOR DATA ANAYSIS

3.1 QUESTIONAIRE

Q 1. How many training programmes did you attend in last one year? RESPONSE Less than 10 10-20 20-40 More than 40 SAMPLE SIZE - 50 NO. OF RESPONDENTS 24 16 6 4 PERCENTAGE 48 32 12 8

Figure 1

The above chart indicates that 48% of employees have attended less than 10 training programmes whereas 32 % of employees have attended 10-20 training programmes, it means in every month there was 1 training programme attended in the organization in last one year. . Q2.Your Organization considers training as a part of organizational Strategy. Do you agree with this statement? RESPONSE Strongly agree Agree Partly agree Cant say NO.OF RESPONDENTS 23 14 10 3 PERCENTAGE 46 28 20 6

Figure 2

The above graph indicates that 74% of employees are agreed that training is a part of organizational strategy.

Q 3. To whom the training is given more in your organization?

RESPONSE Senior staff(Higher level managers) Junior staff(Middle line managers) New staff Based on requirement

NO. OF RESPONDENTS 5

PERCENTAGE 10

10

20

10 25

20 50

Figure 3

The above graph indicates that 50% of employees felt that training is given mostly on the basis of requirement whereas, 20% of employees felt that it is given to junior and new staffs. Q 4. What is the most important barrier to Training and Development Programme in your organization? RESPONSE Time Money Lack of interest by the trainees Non-availability of skilled trainer 20 40 NO.OF RESPONDENTS 10 8 12 PERCENTAGE 20 16 24

Figure 4

The above graph indicates that 40 % of employees felt that, most important barrier to Training and Development in the organization is Non-availability of skilled trainers whereas, time and lack of interest by the trainees are also a barrier to T&D programme.

Q5. What mode of training method is normally used in your Organization?

RESPONSE Job rotation External training Conference/discussion Programmed instruction Others

NO.OF RESPONDENTS 7 13 10 18 2

PERCENTAGE 14 26 20 36 4

Figure 5

The above graph indicates that 36% of employees felt that programmed instruction is mostly used in the organization whereas, external training and conference/discussions are also used in the organization. It means that these 3 programmes are mostly used by the organization.

Q6. What type of training is being imparted for new recruitments in your organization? RESPONSE Technical training Management training Presentation skill Induction training Others NO.OF RESPONDENTS 15 9 10 12 4 PERCENTAGE 30 18 20 24 8

Figure 6

The above graph indicates that 30% of employees felt that technical training is the most important training which is being imparted for new recruitments in the organization ,it means that the organization is insisting more on technical training.

Q7. The time duration given for a training period is? RESPONSE NO.OF RESPONDENT Sufficient To be extended To be shortened Manageable 6 12 12 24 28 4 56 8 PERCENTAGE

Series1, % of Time duration Manageable, 12, 12%

Series1, To be shortened, 24, 24%

Series1, Sufficient, 56, 56%

Series1, To be extended, 8, 8%

Figure 7

The above pie chart shows that 56% of employees felt that time duration for a training programme is sufficient whereas 24% of employees felt that ,it should be shortened.

Q8. Comment on the degree to which the training objective are met during the training sessions?

RESPONSE All the objectives are met Some objectives are met Met according to the need None of the objectives are met

NO.OF RESPONDENTS 30 7 10 3

PERCENTAGE 60 14 20 6

Figure 8 The above graph indicates that 60% of employees felt that all the objectives are met during training sessions. It means training sessions are running successfully in the organization.

Q9. Does the training programme help in your career advancement? RESPONSE Strongly agree Agree Neutral NO.OF RESPONDENT 23 19 6 PERCENTAGE 46 38 12

Disagree

Figure 9

The above graph shows that 84% of employees are agreed that training programmes helps in their career advancement.It means training programmes are helpful in career advancement also.

Q10. How long will it take to implement the trained process? RESPONSE Less than 1 month 1-2 month 2-4 month More than 4 months NO. OF RESPONDENTS 20 15 12 3 PERCENTAGE 40 30 24 6

Figure 10

The above graph indicates that 40% of employees felt that the organization takes less than 1 month to implement the trained process.

11.

What can BPO do to increase your satisfaction as an employee?

SUGGETIONS:-

Facilities: Schooling for children Medical facility

o o o o o

Technical training. Salary should be increase Company should provide some money and time to spend Socially. Company should have some tie-up with some good school of NCR for education of children. Company should arrange one trip in a year for enjoyment of employees.

CHAPTER : 4 CONCLUSION

4.1 BASED ON THE DATA ANALYSIS,

trainings in the organization. a majority scale soft skills training is considered to be more important by the employees. Whereas, the organizations conducts more number of hard skills training for the employees as it finds it to be more important. e employees in the company so that employees attend more training thus reducing the 23% value to as minimum as possible, which will directly help in organization in improving the efficiency of the employees and thus enhance the productivity. skills training are considered more effective than hard skills training by the employees in achieving their personal career objectives. And without having good soft skills it is not possible to achieve your career goals. nal objectives the employees give equal importance to both the hard skills as well as soft skills training, whereas a few employees do not find the need to any training.

4.2 THE IMPORTANCE OF A BPO It was last year when a good friend told me to sign up to do REO and BPO. I didn't think much about it but I am always open to new business opportunities. SO I though what the heck, I am going to sign up if I am approved or not it is worth the try I don't lose anything by trying. Thank God I did thank you Dante. So here I am on a Saturday afternoon signing up to all these servicing companies and banks to do REO and BPO. Some replied and some didn't. Today I do BPO for 4 major servicing companies and do REO for 3 lenders. We also do many short sales but the point is I know the importance of a BPO. Do you? Do you know that A BPO can make or break your deal? Some agents and home sellers have their own idea of what a property is worth but what if the BPO agent doesn't share your same priced opinion. Here are certain tips that I have learned as a BPO agent and as a Agent wanting to influence the price. Tips #1 Keep Sellers away Most sellers what to be present in my opinion the more people there at the property the more distraction is for the BPO agent. IF you want to share your opinion of value don't allow the sellers to be present. Some sellers are to emotionally attached to the property so first thing first don't allow the sellers to be present. Tip#2 Be realistic We are all in the same but yet some realtors want to fool others with unrealistic numbers and comparables. Trying to influence the BPO to an unrealistic number can hurt more than help. The way I like to come up with value is as follows. Use comparables within one mile radius keep the age difference between 15 years; keep the L.A sqft within 15%. And most importantly use common sense on condition and Market Condition. Use active listing not to determine value but to determine competitors. With this in mind it can help any BPO agent assist you on the sale of your listing. Remember BPO agents don't get compensated like much some do it for 2 main reasons.

1.

Most BPO agents know that if the subject doesn't sale they will have a possibility of

selling this property at a later date. 2. I would agree Doing BPO don't pay much but if you are doing 30 BPO a month this can

pay some of your expense. 3. In my experience I have seen Agents make up damages that are not really there. Don't put a coffee in the ceiling and say it is mold things like this can open you up to can of worms. I will suggest that being honest with your client and with others is the best route to ever take. . Don't let BPO break your Real Estate sale knowing and playing by the rules can help you make more sales in the present and in the future.

4.3 SUGGESTIONS
le planning training.

from various areas.

organizations premises itself. or training done as well as Participation of certification done for training should be provided.

as well as new innovation level. There should be more subjective material / books / cds etc. to be provided to participants.

that the audience can relate to it.

4.4 LIMITATIONS

in comparison of the study based on long run.

not provided too much of data.

4.5 REFERENCES

environment, jounal of management research, 4(2), august 2004, pg. 67- 76 .

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