(1)

INTRODUCTION TO THE

TOPIC

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 TRANING & DEVELOPMENT

TRAINING AND DEVELOPMENT is a subsystem of an organization. It

ensures that randomness is reduced and learning or behavioral change takes

place in structured format.

TRANING AND DEVELOPMENT NEEDS = STANDARD PERFORMANCE-

ACTUAL PERFORMANCE

TRADITIONAL AND MODERN APPROACH OF TRAINING AND

DEVLOPMENT

Traditional Approach – Most of the organizations before never used to

believe in training. 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. Organizations used to believe more in executive pinching.

But now the scenario seems to be changing.

The modern approach -of training and development is that Indian

Organizations have realized 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 to create a smarter workforce and yield the

best results

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 TRAINING AND DEVELOPMENT OBJECTIVES

The principal objective of training and development division is to make sure the

availability of a skilled and willing workforce to an organization. In addition to

that, there are four other objectives: Individual, Organizational, Functional, and

Societal of corporate training. Training is now considered as more of retention

tool than a cost. The training system in Indian Industry has been changed to

create a smarter workforce and yield the best results

• Individual Objectives – help employees in achieving their personal

goals, which in turn, enhances the individual contribution to an

organization.

• Organizatio Objectives – assist the organization with its primary

objective by bringing individual effectiveness.

• Functional Objectives – maintain the department’s contribution at a

level suitable to the organization’s needs.

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• Societal Objectives – ensure that an organization is ethically and

socially responsible to the needs and challenges of the society

IMPORTANCE OF TRANING & DEVELOPMENT

1. Optimum Utilization of Human Resources – Training and

Development helps in optimizing the utilization of human resource that

further helps the employee to achieve the organizational goals as well as

their individual goals.

2. Development of Human Resources – Training and Development helps

to provide an opportunity and broad structure for the development of

human resources’ technical and behavioral skills in an organization. It

also helps the employees in attaining personal growth.

3. Development of skills of employees – Training and Development

helps in increasing the job knowledge and skills of employees at each

level. It helps to expand the horizons of human intellect and an overall

personality of the employees.

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4. Productivity – Training and Development helps in increasing the

productivity of the employees that helps the organization further to

achieve its long-term goal.

5. Team spirit – Training and Development helps in inculcating the sense

of team work, team spirit, and inter-team collaborations. It helps in

inculcating the zeal to learn within the employees.

6. Organization Culture – Training and Development helps to develop

and improve the organizational health culture and effectiveness. It helps

in creating the learning culture within the organization.

7. Organization Climate – Training and Development helps building the

positive perception and feeling about the organization. The employees

get these feelings from leaders, subordinates, and peers.

8. Quality – Training and Development helps in improving upon the quality

of work and work-life.

9. Healthy work-environment – Training and Development helps in

creating the healthy working environment. It helps to build good

employee, relationship so that individual goals aligns with organizational

goal.

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10. Health and Safety – Training and Development helps in improving the

health and safety of the organization thus preventing obsolescence.

11. Morale – Training and Development helps in improving the morale of the

work force.

12. Image – Training and Development helps in creating a better corporate

image.

13. Profitability – Training and Development leads to improved profitability

and more positive attitudes towards profit orientation.

SIGNIFICANCE OF TRAINING AND DEVLOPMENT

 REDUCTION IN COST OF PRODUCTION: - Efficient workers do their

works in he best manner. They make the maximum utilization of material

and machines. Thus, the cost of production is reduced.

 MAXIMUM UTILIZATION OF MATERIAL AND MACHINES: - Training

teaches the employees of the enterprise method of doing their job in the

best possible manner. As a result of it they make the possible utilization

of material and machines of the enterprise available to them.

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 MINIMUM POSSIBILITY OF ACCIDENT: - Trained workers know the

method of doing their job in the required manner. The know-how to use

the machines in the best possible manner. It reduces the possibility of

accidents to the minimum.

 STABILITY IN ORGANISATION: - Training brings stability in he

organization, because it reduces the rate of absenteeism and labor

turnover. It enables the workers to their work in the absence of any

supervision. It brings the stability in the organization.

 HIGH MORAL: - As the trained workers are capable in doing their jobs

in most suitable manner and can understand the procedures and

method easily, it increases their morale. It gives them satisfaction in their

work.

 IMPROVEMENT IN THE QUALITY AND QUANTITY OF PRODUTION:

- Training increases the efficiency of employees, which increases the

quality of production and improves its quality

 DIFFERENCE BETWEEN EFFICIENT AND IN EFFICIENT

EMPLOYEES: -Training provides an opportunity to evaluate the ability

and capability of all the employees. An efficient employee learn the

methods to do work efficiently while an inefficiently employee learns the

methods to do work very late. Thus, Training provides an opportunity to

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 measure the efficiency of workers. In efficient worker may b allocated

some light job to do.

 MINIMUM NEED OF SUPERVISION: - A Trained worker can do his

work Himself efficiently. Thus, The Training reduces the need of

supervision to minimum.

 HELPFUL TO MANAGERS: - As there is minimum need of supervision,

it helps the managers of concentrate enterprise to upon the important

problem of enterprise. They have not to waste their valuable time on

supervising the workers.

 INCCREASE IN UNDERSTANDING: - Trained workers can learn the

methods and procedures of the production quickly, Training improves

the power of understanding among them. They can follow the technical

attitudes and changes themselves easily and quickly.

INTRODUCTION OF TRAINING

TRAINING DEFINED

Traning is a short-term process utilizing a systematic and organized procedure

by which non-managerial personal acquire technical knowledge and skills for a

definite purpose. It refers to instructions in technical and mechanical

operations, like operation of some machine. It is designed primarily for non-

managers, it is for short duration, and it is for a specific job-related purpose.

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Training is the most effective tool for changing the organization to keep pace

with developments in the external environment. The need for training for the

sake of company as well as for personal development is felt strongly at every

level. Not only new entrants but the existing employees also need to be trained

continuously.

Training is the process of imparting new skills and improving the existing skill in

the employee so he can perform his work perfectly.

Training is a learning experience in that it seeks a relatively permanent change

in an individual that will improve his or her ability to perform on the job. We

typically say training can in involve the changing of skills, knowledge, attitudes,

or social behaviors. It may mean changing what employees know, how they

work, their attitudes toward their work or their interactions with their co-workers

or their supervisor.

Training is an organized activity for increasing the knowledge and skills of

people for the definite purpose. It involves systematic procedure for transferring

technical know how to the employees so as to increase their knowledge and

skills for drag specific jobs with proficiency.

After the newly appointed employees have joined the organization the next

phase of the personnel programmed is to impart necessary training to them to

make fully fit for the jobs they are supposed to handle.

According to Dale S.Beach, ”Training is the organized procedure by which

learn knowledge and skill for a definite purpose”

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According to Edwin B.Flippo, “Training is the organized procedure by which

learn knowledge and skill of an employee for doing a particular job”.

IMPORTANCE OF TRANING OBJECTIVES

Training objective is one of the most important parts of training program. While

some people think of training objective as a waste of valuable time. The

counterargument here is that resources are always limited and the training

objectives actually lead the design of training. It provides the clear guidelines

and develops the training program in less time because objectives focus

specifically on needs. It helps in adhering to a plan. Training objectives tell the

trainee that what is expected out of him at the end of the training program.

Training objectives are of great significance from a number of stakeholder

perspectives,

 Trainer – The training objective is also beneficial to trainer because it

helps the trainer to measure the progress of trainees and make the

required adjustments. Also, trainer comes in a position to establish a

relationship between objectives and particular segments of training

 Trainee – The training objective is beneficial to the trainee because it

helps in reducing the anxiety of the trainee up to some extent. Not

knowing anything or going to a place which is unknown creates anxiety

that can negatively affect learning. Therefore, it is important to keep the

participants aware of the happenings, rather than keeping it surprise.

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 Secondly, it helps in increase in concentration, which is the crucial factor

to make the training successful. The objectives create an image of the

training program in trainee’s mind that actually helps in gaining

attention.

Thirdly, if the goal is set to be challenging and motivating, then the

likelihood of achieving those goals is much higher than the situation in

which no goal is set. Therefore, training objectives helps in increasing

the probability that the participants will be successful in training.

 Designer – The training objective is beneficial to the training designer

because if the designer is aware what is to be achieved in the end then

he’ll buy the training package according to that only. The training

designer would then look for the training methods, training equipments,

and training content objective is an important to tool to judge the

performance of participants. Accordingly to achieve those objectives.

Furthermore, planning always helps in dealing effectively in an

unexpected situation.

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Consider an example; the objective of one training program is to deal

effectively with customers to increase the sales. Since the objective is known,

the designer will design a training program that will include ways to improve the

interpersonal skills, such as verbal and non verbal language, dealing in

unexpected situation i.e. when there is a defect in a product or when a

customer is angry.

Therefore, without any guidance, the training may not be designed

appropriately.

 Evaluator – It becomes easy for the training evaluator to measure the

progress of the trainees because the objectives define the expected

performance of trainee.

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 NEED OF TRAINING

Training is required on account of the following reasons:

1. Job Requirements-Employees selected for a job might lack the

qualifications required to perform the job effectively. New and

experienced employees require detailed instruction for effective

performance on the job. New employees need to provide orientation

training to make them familiar with the job & the organization.

2. Technological Changes- Technology is changing very fast. Now

automation & mechanization have are being increasingly applied in

offices & services sector. Increasing use of fast changing technology

requires training into new technology. For instance. Staff in public sector

bank are trained due to computerization of banking operations. No

organization can take advantages of latest technology without a well

trained personal. New jobs require new skills.

3. Organisational Viability- With increasing economic liberalization &

glibalisation in India, business firms are experiencing expansion, growth

& diversification. Existing employees need refresher training to keep

them abrest of new knowledge.trained staff is the most valuable assets

of a company.

4. Internal Mobility- Training becomes necessary when an employees

moves from one job to another due to promotion & transfer. Employees

chosen for higher level jobs need to be traied befor they are asked to

perform the higher responsibility. Training is widely used to prepare

employees for higher level jobs.

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 IMPORTANCE OF TRAINING

A well planned & well executed programme cam provide the following

advantages:

1. Higher Productivity- Training halps to improve the level of performance.

Training employees perform better by using better method of work.

Improvements in manpower productivity in developed nations can be

attributed in no small measure to their education & industrial training

programme.

2. Better Quality of Work- In formal training the best methods are

standardized & taught to employees. Uniformity of work methods and

procedure helps to improve the quality of product. Trained employees are

likely to make operational mistake.

3. Less Learning Period- A systematic training programme helps to reduce

the time & cost involved in learning. Employees can more quickly reach

the acceptable level of performance. They need not waste their time &

efforts of learning through trial & error.

4. Cost Reduction- Trained employees make more economical use of

material & machinery. Reduction in waste & spoilage together with

increase in productivity help to minimize cast of operation per unit.

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5. Reduction Supervision- Well trained employees tend to be self-reliant &

motivated. They nees less guidance & control. Therefore, supervisory

burden is reduced & the span of supervision can be enlarged.

6. Low Accident Rate- Trained personnel adopt the right work methods &

make use of the prescribed safety devices. Therefore, the frezuency of

accidents is reduced.

7. High Moral- Proper training can develop positive attitude among

employees. Job satisfaction & moral are improved due to a rise in the

earning & jib security of employees.

8. Personal Growth- Training enlarge the knowledge skills of the

participents. Therefor, well trained personnel can grow faster in their

career.Training prevents obsolescence of knowledge & skills.

9. Organisational Climate- A sound training programme helps to omprove

the climate of an organization. Industrial relation & discipline are

improved. Therefore, decentralization of authority & participative

management cabn be introduced.

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 ROLE OF THE CHIEF TRAINING MANAGER

The conventional view about the role of a trainer is to conduct training

programmers. A good trainer must necessarily be able to take sessions in

different training courses. His ratings in these training programmed would

mostly determine his success or otherwise as a trainer.

Personnel managers and manpower Development managers working in the

manufacturing culture of organizations took a manufacturing approach to

development of human resource. This approach starts with the belief that as a

raw material by processing is converted into the final product, so is a human

resource, which when put through different management development

programmed, is converted into a good management resource. Thus, the trainer

became a ‘manufacturer’ of training programmed.

In the office of the CTM, each form is thoroughly scrutinized and the training

needs of various departments are noted.

TRAINING BENEFITS

Well –planned well executed training programmed should result in:

• Reduction in waste and spoilage

• Improvement in methods of work

• Reduction in learning in time

• Reduction in machine breakage and maintenance cost

• Reduction in accident rate

• Improvement in production rate

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 • Improvement in quality of products

• Improvement of morale and reduction in grievances

• Improvement in efficiency

• Personal growth

• Self confidence

• Higher Earining

• Safety

• Adaptability

• Promotion

• New skills

PROCESS OF TRAINING

The training programmed in MAX NEW YORK LIFE INSURANCE LTD

Mathura not only in that but also in each concern is a costly affair and a time-

consuming process.

Therefore, it must be devised very carefully so that it achieves its objectives

with least possible cost. In order to make a training programmed effective, it

should proceed through a sequence of steps as written below:

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 IDENTIFYINF TRAINING NEEDS

SETTING TRAINING
OBJECTIVES & POLICIES

EVALUATION DESIGNING TRAINING

CRITERIA PROGRAMME

CONDUCTING THE
PROGRAMME

FOLLOW UP & EVALUATION

PROCESS OF TRAINING

a). TRAINING NEED IDENTIFICATION:

The basic aim of training is to induce a suitable change in the individual

concerned. It can be useful in improving tine transformation process that takes

place in the organization in terms of processing of input to output.

Therefore training needs have to be related both in terms of the organization’s

demand and that of individual’s.

Hence to identify the training is very essential which head of the department of

every department does.

The first phase in the planning process is the identification of training needs

which evolves the following:

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1). Organizational Analysis:

The organizational analysis include the following steps:

Analysis of objectives: Analysis of organization’s objectives provides a

clear understanding of short and long-term objectives as well as the

priorities that are accorded to various objectives.

Resource utilization Analysis: The second step involves evaluating the

process of allocation of various human and physical resources and the

extent of their efficient utilizations in meeting the specific operational targets

across the organization.

Environmental Scanning: This involves analysis of the enterprise as an

organization or a subsystem operating in a distinct socio-cultural, economic

and political environment.

Organization Climate Analysis: The climate of an organization is a

reflection of its member’s attitude toward various aspects of work,

supervision, and company procedures, goals and objectives ands

membership in the organization.

2). Role Analysis:

It requires an orderly, systematic collection of data about the job, role or

position, and its purpose is to sellouts, in as much detail as possible, what

tasks constitute the job, how they are to be have to perform certain specified

tasks. In the collection of job information are available such as: questionnaires,

interviews, personnel records, observation, business and production reports,

tests, etc.

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3). Manpower Analysis:

The focus of this analysis is on the individual in a given job, rather than on the

job itself. Three basic issues are involved in a manpower analysis for training

purpose:

First, through appropriate observation, supervisory evaluation and diagnostic

Testing we need to determine whether performance is substandard and

training is needed.

Second, we need to know whether current employees are capable of being

trained, and the specific areas I which training is required.

Finally, we need to ask whether current employees with substandard

performances can improve their work through appropriate training or should be

transferred to make room for those who can already do the job

b). PREPARING TRAINING PROGRAMME

In this step yearly calendar for training programme is prepared and they are

after monthly calendar is prepared.

c). PREPARING THE LEARNERS:

Before starting the actual training exercise, there should be preparation of the

learners. So that they may derive maximum benefits out of the training

programmed.

E.g. explaining the importance of the job and its relationship to total workflow

and arousing their motivation to learn.

d). IMPLEMENTING THE TRAINING PROGRAMME:

This is the most crucial stage of a training programme. When the learner are

ready for the training. They should be expose to various training programme.

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e). PERFORMANCE TRY OUT:

At this stage the learners are advised to perform the job on their own albeit with

slow speed. Initially, there is likelihood that they commit mistake. Such mistake

may be overcome with the help of trainer. After certain period of time, the

learners become more efficient in performing the job through continuous

practices, as the job involved is a repetitive one.

f). FOLLOW –UP ACTION:

This stage is ensuring that the trainees have learned the job fully and they can

work independently without the help of the trainer.

MODELS OF TRANING

Training is a sub-system of the organization because the departments such as,

marketing & sales, HR, production, finance, etc depends on training for its

survival. Training is a transforming process that requires some input and in turn

it produces output in the form of knowledge, skills, and attitudes (KSAs)

THE TRAINING SYSTEM

A System is a combination of things or parts that must work together to perform

a particular function. An organization is a system and training is a sub system

of the organization. The System Approach views training as a sub system of an

organization. System Approach can be used to examine broad issues like

objectives, functions, and aim. It establishes a logical logical relationship

between the sequential stages in the process of training need analysis (TNA),

formulating, delivering, and evaluating. There are 4 necessary inputs i.e.

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technology, man, material, time required in every system to produce products

or services. And every system must have some output from these inputs in

order to survive. The output can be tangible or intangible depending upon the

organization’s requirement. A system approach to training is planned creation

of training program. This approach uses step-by-step procedures to solve the

problems. Under systematic approach, training is undertaken on planned basis.

Out of this planned effort, one such basic model of five steps is system model

that is explained below.Organization are working in open environment i.e. there

are some internal and external forces, that poses threats and opportunities,

therefore, trainers need to be aware of these forces which may impact on the

content, form, and conduct of the training efforts. The internal forces are the

various demands of the organization for a better learning environment; need to

be up to date with the latest technologies.

The three model of training are:

MODEL -1.

SYSTEM MODEL TRANING

The system model consists of five phases and should be repeated on a regular

basis to make further improvements. The training should achieve the purpose

of helping employee to perform their work to required standards. The steps

involved in System Model of training are as follows:

STEP1. Analyze and identify the training needs i.e. to analyze the department,

job, employees requirement, who needs training, what do they need to learn,

estimating training cost, etc The next step is to develop a performance

measure on the basis of which actual performance would be evaluated.

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STEP2. Design and provide training to meet identified needs. This step

requires developing objectives of training, identify the learning steps,

sequencing and structuring the contents.

STEP3. Develop- This phase requires listing the activities in the training

program that will assist the participants to learn, selecting delivery method,

examining the training material, validating information to be imparted to make

sure it accomplishes all the goals & objectives

SYSTEM MODEL TRANING

STEP4. Implementing is the hardest part of the system because one wrong

step can lead to the failure of whole training program

STEP5. Evaluating each phase so as to make sure it has achieved its aim in

terms of subsequent work performance. Making necessary amendments to any

of the previous stage in order to remedy or improve failure practices.

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MODEL 2-

INSTRUCTIONAL SYSTEM DEVELOPMENT MODEL

Instructional System Development model was made to answer the training

problems. This model is widely used now-a-days in the organization because it

is concerned with the training need on the job performance. Training objectives

are defined on the basis of job responsibilities and job description and on the

basis of the defined objectives individual progress is measured. This model

also helps in determining and developing the favorable strategies, sequencing

the content, and delivering media for the types of training objectives to be

achieved.The Instructional System Development model comprises of five

stages:

STAGE1. Analysis– This phase consist of training need assessment, job

analysis, and target audience analysis.

STAGE2. Planning– This phase consist of setting goal of the learning

outcome, instructional objectives that measures behavior of a participant after

the training, types of training material, media selection, methods of evaluating

the trainee, trainer and the training program, strategies to impart knowledge i.e.

selection of content, sequencing of content.

STAGE3. Development – This phase translates design decisions into training

material. It consists of developing course material for the trainer including

handouts, workbooks, visual aids, demonstration props, etc, course material

FORthe trainee including handouts of summary.

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 INSTRUCTIONAL SYSTEM DEVELOPMENT MODEL

STAGE4. Execution – This phase focuses on logistical arrangements, such as

arranging speakers, equipments, benches, podium, food facilities, cooling,

lighting, parking, and other training accessories.

STAGE5. Evaluation– The purpose of this phase is to make sure that the

training program has achieved its aim in terms of subsequent work

performance. This phase consists of identifying strengths and weaknesses and

making necessary amendments to any of the previous stage in order to remedy

or improve failure practices

The ISD model is a continuous process that lasts throughout the training

program. It also highlights that feedback is an important phase throughout the

entire training program. In this model, the output of one phase is an input to the

next phases.

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MODEL 3-

TRANSITIONAL MODEL

Transitional model focuses on the organization as a whole. The outer loop

describes the vision, mission and values of the organization on the basis of

which training model i.e. inner loop is executed.

* Vision – focuses on the milestones that the organization would like to achieve

after the defined point of time. A vision statement tells that where the

organization sees itself few years down the line. A vision may include setting a

role mode, or bringing some internal transformation, or may be promising to

meet some other deadlines.

*Mission – explain the reason of organizational existence. It identifies the

position in the community. The reason of developing a mission statement is to

motivate, inspire, and inform the employees regarding the organization.The

mission statement tells about the identity that how the organization would like

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to be viewed by the customers, employees, and all other stakeholders.

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 TRANSITIONAL MODEL

The mission, vision, and values precede the objective in the inner loop. This

model considers the organization as a whole. The objective is formulated

keeping these three things in mind and then the training model is further

implemention.

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 METHODS OF TRANING

The more future oriented method and more concerned with education of the

employees. To become a better performer by education implies that

management development activities attempt to instill sound reasoning

processes.

Management development method is further divided into two parts:

A) On the job training Method

1. On the job training- An employee is placed in a new job and is told how

it is to be performed. It aims at developing skills and habits consistent

with the existing practices of an organization and by oriented him to his

immediate problems. Coaching and instructing is done by skilled

workers, by supervisors, or by special training instructors. A variety of

training aids and techniques are used such as procedure charts, lecture

manuals, samples, demonstrations, oral and written explanations taps

recorders, etc.

2. Vestibule or training-center training- It onvolves classrooms training

imparted with the help of equipment and machines identical to thise in

use such at the place of work. Theoretical training is given in the

classroom, while practical work is conducted on the production line. It is

often used to train clerks, banks tellers, inspectors, machine operators,

typists, etc.

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 3. Simulation- This is essential in cases in which actual on-the-job

practical is expensive, meight result in serious injury, a costly error or the

destruction of valuable material or resources, e.g. in aeronautical

industry.

4. Demonstration and Examples- Here the trainer describes and

demonstrates how to do a certain work. He performs the activity himself,

going through a step-by-step explanation of the ‘why’, ‘how’, and ‘what’

of what he is doing. Demonstration are often used I n combination with

lectures, pictures, text material, discussion, etc. The emphasis under this

method is on know-how. The principles and theory of a job must be

taught by some other methods.

5. Apprenticeship- A major part of training time is spent on the on-the-job

productive work. Each apprentice is given a programme of assignment

according to a predetermined schedule which provides for efficient

training in trade skills. This methods is appropriate for training in crafts,

trades and technical areas, specially when proficiency in a job is the

result of a relatively long training or apprenticeship period, e.g. job of a

craftsman, a machinist, a printer, a tools maker, a pattern, designer, a

mechanic, etc.

b)Off –the – job or Classroom Method

1. Lectures- These are formally organized talks by an instructor on specific

topics. This method is useful when philosophy, concepts, attitudes,

theories and problem solving have to be discussed. the lectures are

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 supplemented with discussions, film shows, case studies, role-playing,

etc.

2. The conference Method- Under this methods, a conference is held in

accordance with an organized plan, mutual problems are discussed and

participants pool their ideas and experiences in attempting to arrive

methods of dealing with these problems. The members of the group

come to teach each other and to learn together. This method is ideally

suited for analyzing problems and issues, and examining them from

different viewpoint. It helps in developing conceptual knowledge,

reducing dogmatism and modifying attitudes.

3. Seminar or team discussion- The group learns through discussion of a

paper on a selected subject. The paper is written by one or more

trainees. Discussion may be on a statement made by the person in

charge of the seminar or on a document prepared by an expert. The

material to be analyzed is distributed in advance in the form of required

reading.

4. Case Discussion- The trainers only guides the discussion, and

adequate time is spend on each aspect. This method promotes

analytical thinking and problem-solving ability. It eables trainees to

become increasingly aware of obscurities, contradiction and

uncertainities ancountered in a business. This method is executively

training programmes in industry.

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 TRAINING NEEDS ANALYSIS

(1). TRAINING DESIGN

The design of the training program can be undertaken only when a clear

training objective has been produced. The training objective clears what goal

has to be achieved by the end of training program i.e. what the trainees are

expected to be able to do at the end of their training.

The trainers-Before starting a training program, a trainer analyzes his

technical, interpersonal, judgmental skills in order to deliver quality content

to trainers.

The trainees – A good training design requires close scrutiny of the

trainees and their profiles. Age, experience, needs and expectations of the

trainees are some of the important factors that affect training design.

Training climate – A good training climate comprises of ambience, tone,

feelings, positive perception for training program, etc. Therefore, when the

climate is favorable nothing goes wrong but when the climate is

unfavorable, almost everything goes wrong.

Trainees’ learning style – the learning style, age, experience, educational

background of trainees must be kept in mind in order to get the right pitch to

the design of the program.

Training strategies – Once the training objective has been identified, the

trainer translates it into specific training areas and modules. The trainer

prepares the priority list of about what must be included, what could be

included.

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Training topics – After formulating a strategy, trainer decides upon the

content to be delivered. Trainers break the content into headings, topics, ad

modules. These topics and modules are then classified into information,

knowledge, skills, and attitudes.

Sequence the contents – Contents are then sequenced in a following

manner:

• From simple to complex

• Topics are arranged in terms of their relative importance

• From known to unknown

• From specific to general

Training tactics – Once the objectives and the strategy of the training

program becomes clear, trainer comes in the position to select most

appropriate tactics or methods or techniques. The method selection

depends on the following factors:

• Trainees’ background

• Time allocated

• Style preference of trainer

• Level of competence of trainer

• Availability of facilities and resources, etc

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 Support facilities – It can be segregated into printed and audio visual. The

various requirements in a training program are white boards, flip charts,

markers, etc.

Constraints – The various constraints that lay in the trainers mind are:

• Time

• Accommodation, facilities and their availability

• Furnishings and equipments

• Budget

• Design of the training, etc

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TRAINING DESIGN

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(2). TRAINING EVALUATION

The process of examining a training program is called training evaluation.

Training evaluation checks whether training has had the desired effect. Training

evaluation ensures that whether candidates are able to implement their

learning in their respective workplaces, or to the regular work routines

Purposes of Training Evaluation

Feedback: It helps in giving feedback to the candidates by defining the

objectives and linking it to learning outcomes.

Research: It helps in ascertaining the relationship between acquired

knowledge, transfer of knowledge at the work place, and training.

Control: It helps in controlling the training program because if the training is

not effective, then it can be dealt with accordingly.

Power games: At times, the top management (higher authoritative

employee) uses the evaluative data to manipulate it for their own benefits

Intervention: It helps in determining that whether the actual outcomes are

aligned with the expected outcomes

36
 PURPOSE OF TRAINING EVALUATION

Process of Training Evaluation

a) Before Training: The learner’s skills and knowledge are assessed before

the training program. During the start of training, candidates generally perceive

it as a waste of resources because at most of the times candidates are

unaware of the objectives and learning outcomes of the program. Once aware,

they are asked to give their opinions on the methods used and whether those

methods confirm to the candidates preferences and learning style.

b) During Training: It is the phase at which instruction is started. This phase

usually consist of short tests at regular intervals.

37
 PROCESS OF THE TRAINING EVALUATION

c) After Training: It is the phase when learner’s skills and knowledge are

assessed again to measure the effectiveness of the training. This phase is

designed to determine whether training has had the desired effect at individual

department and organizational levels. There are various evaluation techniques

for this phase.

Techniques of Evaluation

The various methods of training evaluation are:

• Observation

• Questionnaire

• Interview

38
• Self diaries

• Self recording of specific incidents

(3) TRAINING IMPLEMENTATION

To put training program into effect according to definite plan or procedure is

called training implementation. Training implementation is the hardest part of

the system because one wrong step can lead to the failure of whole training

program. Even the best training program will fail due to one wrong action.

Training implementation can be segregated into:

• Practical administrative arrangements

• Carrying out of the training

Implementing Training

Once the staff, course, content, equipments, topics are ready, the training is

implemented. Completing training desiphase requires continual adjusting,

redesigning, and refining. Therefore, following are the factors that are kept in

mind while implementing training program:

The trainer – The trainer need to be prepared mentally before the delivery of

content. Trainer prepares materials and activities well in advance. The trainer

also set grounds before meeting with participants by making sure that he is

comfortable with course content.

Physical set-up – Good physical set up is pre-requisite for effective and

successful training program because it makes the first impression on

participants. Classrooms should not be very small or big but as nearly square

39
as possible. This will bring people together both physically and psychologically.

Also, right amount of space should be allocated to every participant on does

not mean that the work is done because implementation

Establishing rapport with participants – There are various ways by which a

trainer can establish good rapport with trainees by:

• Greeting participants – simple way to ease those initial tense moments

• Encouraging informal conversation

• Remembering their first name

• Pairing up the learners and have them familiarized with one another

• Listening carefully to trainees’ comments and opinions

• Telling the learners by what name the trainer wants to be addressed

• Getting to class before the arrival of learners

• Starting the class promptly at the scheduled time

• Using familiar examples

Reviewing the agenda – At the beginning of the training program it is very

important to review the program objective. The trainer must tell the participants

the goal of the program, what is expected out of trainers to do at the end of the

program, and how the program will run. The following information needs to be

included:

• Kinds of training activities

• Schedule

• Setting group norms

• Housekeeping arrangements

• Flow of the program

• Handling problematic situation

40
 STAKEHOLDERS

a) Role of Organization in Training and Development

An organization has a very close relationship with the trainee and the trainer

because it is the first contact for both.

The demand for the training in the organization increases when the

organization wants:

• To hire new people – training as a means of training new recruits

• To Expand – When the company wants to increase its headcount

• To increase certain number of staff (in position) by a certain date

• To enhance the performance of employees

• Organization’s name to be a part of training unit

Demand for training also increases when there is change in the nature of job,

change in taste of consumer, change in methods of product development, etc.

The organization goes through the following steps for the transfer of training to

the field.

41
 THE TRANSFER OF TRAINING TO THE FIELD

But the problem arises when the organization outsource the training process. In

this situation the organization assumes that the trainer must be aware of the

type of training need s of the participants and their organization and their

content will meet those needs. This leads to failure of the program, which

results in collusion. Therefore, it’s a foremost duty of the organization to make

the trainer and their organization aware of their culture, climate, responsibilities

of organization.

b) ROLE OF TRAINEE

Facilitation of Transfer of Training through Focus on Trainee and Organization

Intervention

42
1). Focus on Trainee

Training is successful not only with good training design and training objectives

but also with the readiness and willingness of the trainees. For the training to

be successful, three things are required,

 Motivation – If the trainee is not motivated to learn, no learning is likely

to occur no matter how good the training methods are, or how talented

the trainees are. Therefore, it is important to intervene before training

and provide them the information about the learning outcome that they

can expect and how the learning outcome will help in achieving the

objectives. This increases the motivation to learn and to be successful in

training.

 Expectations – Positive expectations matter a lot in a training program.

If the trainee perceives the training as waste of time, and waste of

resources, no learning is likely to occur. No learning is possible with

negative perception. On the other hand, if the trainee believes and

expects that the training would help him to improve upon his

professional skills and would further help him in achieving his personal

goals, the probability of training to meet the objective increases.

43
 FOCUS ON THE TRAINING

 Knowledge, Skills, and Attitudes (KSAs) – It is important that the

selected trainees should have the right KSAs for the training because

even if the methods and contents of the training is good but the

candidates do not have the right KSAs, the training program will fail.

Also the training methods would not be effective if the candidates are

lacking the desired skills. Therefore, proper selection technique is must

that would ensure that hired have the requisite KSAs to be successful in

training.

2). Organization Intervention

Failure of training is not always because of lack of KSAs but sometimes it is

because of the organizational forces also. These forces also hold back the

44
transfer of training, and learning. Therefore, it is important to keep in check

those forces. For the successful transfer of training, it is necessary to have

supervisor support, trainer support, peer support, reward system, climate

and culture.

PEERS SUPPORT – Peer support can also help in transfer of training, for

example, if the trainee is the only one who is receiving training in the

department then probably the experienced peers might put pressure on

trainee to forget the training and work. This situation also hampers in

transfer of training. However, this situation can be avoided by involving the

entire department in training, also by encouraging the learning culture in the

organization

SUPERVISOR SUPPORT – can affect their employees’ learning in number

of ways, for example, if the trainee is motivated to learn and receives full

support from their supervisor, then this support in turn encourages the

employee to learn as much as possible. Also, supervisor can also reduce

the negative factors of training, such as, the work that piles up during

training that makes the employee uncomfortable and employees’ negative

perception about the training program.

TRAINER SUPPORT – can also have a positive impact on the transfer of

training. Gone are the days, when the trainers’ role used to get over once

the training program is done. Trainers’ role is now extended to the work

45
 place also. Besides training, trainer’s role is to keep a check on how

trainees are performing and help them and discuss with them if they encounter

any problem in the workplace

ORGANISATION INTERVENTION

TRAINER SUPPORT – can also have a positive impact on the transfer of

training. Gone are the days, when the trainers’ role used to get over once

the training program is done. Trainers’ role is now extended to the work

place also. Besides training, trainer’s role is to keep a check on how

trainees are performing and help them and discuss with them if they

encounter any problem in the workplace.

CLIMATE – Apart from supervisor support, peers support, trainer support,

Climate factor also comprises of company polices, attitude of upper

management towards employee, towards training. If these factors are

46
 positive then the climate will also support the transfer of training. It is the

organizations foremost duty to make the employees realize through these

factors that adequate amount of time and resources are spent on them for

their professional and personal development.

CULTURE – also have the impact over the transfer of training. If the culture

of the organization provides enough opportunities to its employees to

implement what they have learnt in the workplace and provide them variety

of others factors such as, social support, challenging jobs, etc then the

likelihood of the transfer of training increases.

REWARD SYSTEMS – If the learning outcome that helps in achieving the

objectives is linked to reward system then the probability of the success of

training would increase.

c) Role of Trainer

The effective transfer of training depends a lot on the trainer because it is the

trainer only who can remove the mental block of trainee, motivate the trainee to

learn, delete the negative perception of the trainee regarding the training.

Besides all that, a lot depends on personality of trainer also.

The major competencies that are required to be present in a trainer are:

• Presentation Skills

• Business Skills i.e. budgeting, time management, negotiation, etc.

• Content Development i.e. material production, graphics, layouts, etc

• Self development i.e. interpersonal skills, good listening skills, flexible,

accepting the share of accountability, etc

47
Trainer’s Skills

The skills that need to be present in a trainer are:

• Training Design

• Evaluating the training program

• Training need analysis

• Worksheet design

• Exercises design

Role of Trainer

48
 TRAINING NEEDS MAY APPLY TO

Training needs must apply to individuals, at whatever level in the

organization, but the scope and grouping of application will vary considerably.

As a consequent the scale and characteristic of the related training will also

vary.

Survival of an organization depends on a much greater willingness on

the part of its managers and workforce, generally it accept changes where the

whole business is moving to a new site.

The second category relates to specific groups of people within an

organization. They may be in a Particular section, department or unit; they may

be at a certain level, such as supervision. The categories relates to a particular

individuals.

Sometimes HRD specialists may find it helpful to think of two classes of

training: - “Macro” & “Micro”. Micro training exists for one person, or for a small

population. Macro training needs exists in a large group of employees

frequently. In the entire population with the same job classification

WHY DOES A TRAINING NEED OCCUR ?

The answer to this question is “for one of three reasons”(or some combination

of the there):

JOB CHANGES:

Many managers and their staff have to be retrained for entirely new kind of

work. These changes may occur as a result of:

 New Plants

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  New products

 Computerization

 Changes in Standards

 Reorganization

 Takeovers

 New Equipment

 Relocation

 New Technology, Method, Systems or Procedures

 Legislation

The changes in themselves may not be new, what is new been the frequency

and pace with which may are now taking place. IN this context a workforce

whom is flexible and responsive to change is very much required.

PERSON CHANGES:

Individuals changing jobs or preparing for future changes in their work are

potentially in need of training, the needs may occur because of: -

 Special Assignments

 Transfers

 Initial Induction program

 Career Planning programs

 Promotion

50
PERFORMANCE DEFICIENCIES:These are routine maintenance needs as

follows but of equal importance are not more – indications of such needs are:

 Operator Faults

 Appraisal

 Customer Complaints

 Accident

 Quality Control Record

 Key reports from Managers

TRAINING STRATEGIES

 Measures existing competency level of individual and groups.

 Identify the gaps compared to short term and long term plans and future

requirements of skills and knowledge.

 Identify weak and strong areas of individuals / groups and their

respective training needs.

 Organize training in the house and external and improve competency

level of every employee

51
  Bring excellence in quality of training and its process, content and

results

INTRODUCTION OF DEVELOPMENT

The term 'Development' usually refers to improving the intellectual or emotional

abilities needed to do a better job.

Development is a long-term educational process utilizing a systematic and

organized procedure by which managerial personnel get conceptual and

theoretical knowledge. In other words it refers not too technical knowledge and

skills in operation but to philosophical and theoretical educational concepts it

involves broader education and it’s purpose is long term development.

The Development of the executives or managers has becomes one of the most

important and complex tasks of personnel management. Tremendous

emphasis has been given to it since the end of the Second World War and it

has been named as the ‘management revolution’ because a sudden dramatic

change took place in the area of the management development. There is

recognition that qualified executives needs throughout the industry do not just

emerge from labor-force without consciously planned action on the part of the

organizations.

Executive or management development consists of all activities by which

executives learn to improve their behavior and performance.

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DEFINITIONS:

According to Chhabra, “Development whether management or organization

development is the process by which managers acquire not only skills and

competencies in their present jobs but also capabilities for future managerial

tasks of increasing difficulty and scope”.

According to Flippo, “ Management Development includes the process by

which managers and executive acquire not only skills and competency in their

present jobs but also capacities for future managerial tasks”.

According to Dale S. Beach, “Management Development is a systematic

process of training and growth by which individuals gain apply knowledge,

skills insights and attitudes to manage orientation effectively”.

NATURE OF DEVELOPMENT

The broad features of management development are as follows:

1). EDUCATIONAL PROCESS: -Development is more akin of education than it

is too specific training in skills. Thus, only taking a course, attending lectures

and conferences, job rotation assignments and the like, cannot develop

manager. The process of learning on an executive’s part has to be accepted as

a discipline of self-education. Management development implies development

of people of different aptitudes, talents, aspirations, needs and motivation.

53
2). BEHAVIORAL CHANGE: - Development is a planned process of learning

and growth designed to bring behavioral change in knowledge and behavior of

the individuals undergoing development program.

3). SELF-DEVELOPMENT: - Managers develop themselves by participating in

training courses organized by the organization. They also make use of actual

job experience in learning new behaviors. The organization can merely provide

facilities for development.

4). CONTINUOS PROCESS: - Development is an ongoing or never ending

exercise rather than a ‘one shot’ affair. It continues throughout an executive’s

career because there is no end to learning. It is a long-term process, as

managerial skills cannot be developed overnight

OBJECTIVES OF DEVELOPMENT: -

The objectives of development program of any business concern are:

• To increase the overall knowledge and conceptual and decision-making

skills of executives;

• To improve the performance of managers in their present positions;

• To ensure a adequate reserve of capable well-trained managers for

future needs;

54
 • To influence the behavior of the workers through the executives;

• To introduce change in the organization by developing executives into

change agents or facilitators;

• To provide opportunities to the managers for their career advancement;

and

• To prevent obsolescence of executives by providing them opportunities

for updating their knowledge and skills.

DEVELOPMENTAL PROGRAMS

1. MENTORING: -

Some organizations assign an experienced employee to serve as a mentor for

new employees. A mentor is a trusted counselor, coach or advisor who

provides advice and assistance. Effective mentors teach these new employees

a number of things, which include: Provide instruction in specific skills and

knowledge critical to successful jobperformance. Help in socializing them in the

culture of the organization and understanding the unwritten rules of the

organization.

 Answer questions and provide useful insights.

 Offer emotional support and encouragement.

55
  Serve as a role model.

 Create an environment in which mistakes can be made without losing

self-confidence.

2.CAREER COUNSELING: -

ones provide some form of career counseling on various occasions: during

employment interviews when employees are first hired, during employees'

annual performance evaluation interviews, and as part of the special career

counseling that is provided for high-potential employees. Career counseling

typically occurs as part of the day-to-day relationship between a supervisor and

a subordinate. Moreover, some organizations provide special career counseling

by conducting psychological assessments of employees and helping them

interpret their individual results.

3.CAREER PATHING: -

Career pathing refers to identifying a sequence of jobs through which an

individual can expect to progress towards high levels of management. Some

organizations provide job progression plans for all new employees, while others

do it only for exceptionally bright and promising candidates. Career path

information must be provided to the employees before a possible career path

can be charted out for them.

4.CAREER DEVELOPMENT PROGRAMS: -

56
Career development includes any and all activities that prepare a person for

progression along a designated career path. Career development usually

involves both formal and informal means. These programs maybe conducted

in-house or by external sources, such as professional organizations or colleges

and universities and are organized by the T&D department of an organization.

5.INTERNAL MOBILITY: -There is a possibility in organizations that over a

period of time an employee will change his role or position, from one job to

another – laterally or vertically in the organization structure. This kind of

employees’ movement within an organization is known as internal mobility.

Internal mobility includes a cluster comprising, may take place between jobs in

section, sections, departments, division or even between plants in multi - plant

operations.

6.PROMOTION: -

Promotion is the upward reassignment of an individual in an organization’s

hierarchy, accompanied by increased responsibilities, enhanced status, and

usually with increased income, though not always so. On being promoted, the

promoter’s duties and responsibilities increase, and the higher one goes in an

organization the greater the implications of the individual’s decisions on the

viability of the enterprise. After promotion, an individual’s duties and

responsibilities usually becomes qualitatively different from those of this earlier

job.

The following are the objectives of promotion:

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 • It is recognition of a job well done by an employee.

• It is a device to retain and reward and employee for his years of service

to the company.

• It is to increase individual and organizational effectiveness.

• It is to promote a sense of job satisfaction in the employee.

• It is to build loyalty, morale and a sense of belongingness in the

employee.

• It is to impress upon others that opportunities are open to them also in

the organization, if they perform well.

• An internal mobility system also needs as supportive information system

to make it viable.

• It is desirable to have a central, maintain a detailed inventory of the skills

of all employees and coordinate all information – promo -table posts

available, posts vacant, number of employees on transfer, permanent

and temporary posts.

When making internal mobility decisions, organizations tend to place emphasis

on their objectives, filling job vacancies, eliminating employee surpluses,

correcting behavioral problems, etc. Promotion maintains organizational

effectiveness through maintenance of employee moral and favorable attitudes

towards the organization. Demotions frequently used as from of disciplinary

action since it represents loss of status and earning.

58
Transfers are required in the process of organization job requirements, job

rotations and filling in absenteeism, separations and termination, such as

discharge and dismissal, from a part of the outward mobility of an organization

SOME EXAMPLES RELATED TO TRAINING & DEVELOPMENT

 GCPL:- Godrej consumer products that 1052 employees nearly Rs. 500

crore, talent management system allows bright employees to acquire a

wide variety of skills through job rotation (eg. Sales systems, project

management, skills, IT skills, team building skliis etc.). Outstanding

performance get salary increase instantaneous.

 Johnson & Johnson- (1429 employees over $202 millionglobal sales)

A sapient employees work on 48-50 project at any given time. Some of

these are executed antirely by the local employees from their Gurgaon &

Bangalore officies.

J&J constantely encourage its employee to upgrade their skills &

knowledge through short term program an institute like IIMs, XLRI etc. apart

from rotating employees.

 P&P ( over Rs. 750 crore sales & powerfull brands like Vicks, Tide,

Ariel, Pantine, Pampers, Head & Sholders etc.) P&P relies on the

59
promote from within philosophy. It higher freshers straight out of

B.Schools training, empowers team to handle challenging jobs from

day only say a new recruit from IIMs Ahmadabad , “I am 2 months

old in the company & already handling the new brand launch”.

TRAINING VERSUS DEVELOPMENT

60
According to Dale Yoder,” the use of terms training and development in

today’s employment setting is far more appropriate than training alone since

human resources can exhibit their full potential only when the learning process

goes far beyond the simple routine”

TRAINING DEVELOPMENT
Training means learning skills and Development means the growth of an

knowledge for doing a particular job It employee in all respects It shapes

increases the job skills attitudes

The term training is generally used to The term development is associated

indicate imparting specific skills with the overall growth of the

among operative workers and executives

employees
Training is concerned with maintaining Executive development seeks to

and improving the current job develop competence and skills for

performance Thus it has a short term future performance Thus it has a long

perspective term perspective

Training is job centered in nature Development is career centered in

nature
The role of trainer or supervisor is All development is ‘self development’

very important in training The executives have to be internally

motivated for self development

61
 (2)

SCOPE OF THE STUDY

62
 SCOPE OF THE STUDY

The study on the topic “Effectiveness of Training & Development in Max New

York Life” as the part of the summer training project in various department of

the company

This study was basically done for benefit of both the emplotees(advisors) &

the organization, to know the present situation of the training & development in

the “MAX NEW YORK LIFE”. It also helps in future perspective since

organizations can able to remove the barriers came under the training &

development sessions & in future this organization give advantages of their

competitors through this project.

63
 (3)

USEFULNESS &

IMPORTANCE OF THE STUDY

64
 Usefulness & Importance of Study

As it is mentioned above that the topic of this project report is evergreen

therefore this study is important & useful for the company as well as the

employees of the company also. It is also good for the employees. It increases

the productivity & decreases the staff turnover. Employee training satisfaction

is also correlated with patient satisfaction and by this study we can know what

are the reasons for the dissatisfaction level of the employees trianing about

their job.

It is also very important for company:

• To know that at what extent training is effective in the company.

• To know the satisfaction level with respect to training condition.

65
 (4)

ABOUT THE COMPANY

66
 Max New York Life Insurance

Max New York Life Insurance Company Limited is a joint venture between

Max India Limited, a multi-business corporate, and New York Life International,

a global expert in life insurance.

New York Life is a Fortune 100 company that has over 160 years of experience

in the life insurance business. Max India Limited is a multi-business corporate

dealing in Clinical Research, IT and Telecom Services, and Specialty Plastic

Products businesses.

Max New York Life is a dynamic partnership between New York Life, a globally

respected insurance major and Max India, a business conglomerate driven by

the spirit of enterprise. Max New York Life Insurance Company is one of the

joint venture companies which has got in-principle approval from IRDA to sell

Life Insurance products in India.

About Max India (www.maxindia.com)

Max India is a multi-business corporate, driven by the spirit of Enterprise,

focused on People and Service oriented businesses of Life Insurance (Max

New York Life Insurance), Healthcare (Max Healthcare), and Clinical Research

(Max Neeman Medical International). Max India?s other businesses are

Speciality packaging products (Max Speciality Products) and Healthcare

Staffing (Max HealthStaff). Max India Limited is listed on National Stock

Exchange of India and the Bombay Stock Exchange. The company?s vision

67
is ?to be one of India?s most admired corporates for service excellence.?

Towards this end, it has established niche businesses that are today

recognised as being at the fore front of service excellence, in each of the

industry sectors where it operates.

Keeping in mind the core interests in the Life Insurance and Healthcare space,

and its business advantage due to significant presence in these areas, Max

India is set to enter the Health Insurance business through Max Bupa Health

Insurance Ltd, its new Joint Venture with Bupa Finance Plc UK, part of the

Bupa Group, UK, a broad-basedinternational health and care group.

For the financial year 2007-08, the Max India Group reported revenues of Rs.

3,611 Crore (US$ 893 Mn)*, registering a growth of 81% over the previous

year. The Group had a treasury corpus of Rs. 1,261 Crore (US$ 316 Mn)** with

total investments of Rs. 4,840 Crore (US$ 1.2 Bn)** as on March 31, 2008.

About New York Life (www.newyorklife.com)

New York Life International, LLC, the international arm of New York Life

Insurance Company, offers insurance products through its subsidiaries and

affiliates in Hong Kong, China, Taiwan, South Korea, India, Argentina, Mexico,

and Thailand.

New York Life Insurance Company, a Fortune 100 company founded in 1845,

is the largest mutual life insurance company in the United States and one of the

68
largest life insurers in the world. New York Life has the highest possible

financial strength ratings from all four of the major credit rating agencies.

Headquartered in New York City, New York Life?s family of companies offers

life insurance, retirement income, investments and long-term care insurance.

New York Life Investment Management LLC provides institutional asset

management, retirement plan and trust services. Other New York Life affiliates

provide an array of securities products and services, as well as institutional and

retail mutual funds.

* At exchange rates prevalent for FY 2007-08

** At exchange rates prevalent as on 31st March 08.

NYL is a fortune 100 company with over US $ 131 billion in assets under

management and over US $ 10 billion in annual revenues. NYL is ranked #3 in

the Fortune global list of the most admired life and health insurance companies.

NYL is the leading provider of new life insurance in the US and is also a leader

in insurance sales to the growing Indian community in the US.

Max New York Life Insurance started its operations in India in 2000. It is the

first life insurance company in India to be awarded the IS0 9001:2000

certification. Max New York offers customized products tailored to suit

individual's needs. With its various Products and Riders, there are more than

400 product combinations to choose from. Today, Max New York Life

Insurance has a network of 57 offices spread over 37 cities all over India.

Max new york life insurance Co Ltd is a Rs. 250 crore joint venture with a paid

up capital of Rs. 807 crore.The insurance agents employed at Max New York

Life Insurance Co Ltd are trained in-house with a rigorous training program of

69
over 152 hrs, much higher than the standard 100 hrs of mandatory training laid

down by the IRDA. Around 345 Max New York Agent Advisors qualified for

Million Dollar Round table (MDRT)membershipin2006.

It is an internationally renowned congregation of world's top insurance agents

Max New York Life Insurance Company is a one of India's leading multi

business corporations , a fortune 100 company.Max New York Life has

adopted prudent financial practices to ensure safety of policyholder's funds.

The Company's paid up capital is Rs. 657 crore, which is more than the norm

laid down by Insurance Regulatory Development Authority (IRDA).

Max India Limited founded in 1985, is a Public Limited company listed in the

NSE and BSE of India with over 37,000 shareholders.Max India Limited is a

multi-business corporate, driven by the spirit of enterprise, focused on

knowledge, people and service oriented businesses of Healthcare (Max

Healthcare),Life Insurance (Max New York Life Insurance) and Clinical

Research (Neeman Medical International).Max also maintains interests in

Specialty Plastic Products for the packaging industry (Max Speciality

Products) ,Healthcare Staffing (Max Health Staff).

Max Healthcare, a subsidiary of Max India Limited is India’s first provider of

comprehensive, standardized, seamless, and integrated world-class healthcare

services. The company offers both individual and group life insurance solutions.

Max New York Life Insurance achieves 99.84 per cent claims settlement in

2007 -08

Gurgaon, June 11 (ANI/Business Wire India): Max New York Life Insurance

today announced a milestone achievement of 99.84 per cent settlement of

claims. At the close of fiscal 2007-08 (on March 31, 2008), Max New York Life

70
had only 0.16 per cent outstanding claims, among the best records in claims

management for Indian and worldwide life insurers.

In absolute numbers, this means that as on March 31, 2008, Max New York

Life was left with just

Max New York Life also achieved average claims settlement turnaround time of

four days, a significant claims management milestone in India's life insurance

sector.

Key highlights

-- 0.16 outstanding claims

-- Only five outstanding claims in the year 2007-08

-- Average claim settlement turnaround time of four days

-- Simplified and reduces documentation for claims

Commenting on the achievement, Max New York Life Insurance, Managing

Director and CEO, Gary Bennett said: "Life insurance is, in the ultimate

analysis, a business of meeting claims. As the life insurance sector matures,

the number of claims necessarily increases. As such, Max New York Life

Insurance has prioritized setting up effective claims settlement processes,

making these simple, quick and hassle-free. This is especially important

because claimants dealing with the loss of someone loved, who need our

measurance and support, not the pressures of complicated paper-work."

Among the initiatives that Max New York Life undertook to make the claims

settlement process the best, was to simplify and reduce the documentation for

71
claims. Not only were claims documentation introduced in various regional

languages, it was also reduced by as much as 70 per cent.

"With a Claims Mission to be the "Fastest, Fairest and Friendliest" in settling

claims", says Sr. Vice President - Customer Operations and Service Delivery,

Sanjeev Mago "we undertook intensive training of Claims Assessors to

approach claims with "Intent to Pay the Claim" and making decisions as the

documents are being received rather than waiting for all documents to be

received."

Major milestones achieved by Max New York Life

• Secured financial future of over 1.64 million policy holders.

• Sold life insurance cover of over Rs49,800 crore

• First Indian life insurer to be given ISO 9001 :2000 certification in

2003

• Operating in 120 cities with 172 offices

• A strong foot print of over 27,700 Agent Advisors

Our… vision

 To become the most admired life insurance company in India.

72
 Our… Mission

• Part of top quartile new life insurance companies

• National player

• Brand of first choice

• Employer of choice

• Principal of choice for agents

MAX NEW YORK LIFE BELIEFS & VALUES

Excellence

"In every aspect of work. Ranging from the in-house training institute to the

detailed Personal Insurance Plan. Max New York Life is focused on achieving

the highest standards of quality in every aspect of their business".

Honesty

"Is the heart of the Life Insurance business. Max New York believes that above

all, Life Insurance is based on trust. Transparency, Dependability and Integrity

will form the cornerstones of the Max New York Life experience."

Knowledge

"Is what makes experts. Max New York Life is focused on the Life Insurance

business. Perfectly combining global expertise with local knowledge, Max New

73
York Life is the Indian Life Insurance specialist."

Caring

"For the customer. Max New York Life is redefining the Life Insurance

paradigm to focus on the needs of the customers. The Max New York service

process is responsive, personalized, humane and empathetic."

Max New York Life Insurance Strengthens

Management Team
FRIDAY, 23 MAY 2008, Max New York Life Insurance announced various
changes in the organizational structure as part of its aggressive growth strategy
targeting six-fold growth by 2011. Max New York Life Insurance aims to grow
its offices and employee strength three-fold ¾ setting up 650 offices and
increasing staff strength to 24,000 ¾ in three years. It also plans to expand its
network of agent-advisors almost five-fold, enlisting about 200,000 agents by
2011. It is looking at a total capital infusion of Rs. 2650 crore by 2011, more
than doubling its existing total paid-up capital of Rs.1032 (as on March 31,
2008) and looking at increasing the First Year Premium (FYP) at least four-fold
in the next 3-4 years.

The key new appointments are those of Rajesh Sud as Deputy Managing
Director and of Rajit Mehta as Deputy Chief Operating Officer, both assisting
CEO and Managing Director Gary Bennett. In addition, Max New York Life has
promoted several more senior executives, creating focused vertical
responsibilities to boost targeted growth strategies.

The Golden Opportunity

Max New York Life a business opportunity that would open doors to

success, money and fame. By being an agent advisor you can secure

74
lives and make a positive impact in the community. With Max New York

Life sky is the limit-

• Low start up investment

• Unlimited earning potential

• Flexible working hours

• Be your own boss

Advantages of Max New York Life

• World class training facilities

• Focus on building in skills

• Management loyalities

• Wide range of products

• Technological support

SOME OF MAX’S ACHIEVEMENTS

75
Top 200 most valuable companies in India (Business India Suryey, October

2000)

Partnership with the most respected names in the world

New York Life, Harvard Medical International Inc. , USA, Mind Crossing inc.,

USA, Avnet inc., USA, Gist Brocades International, Netherlands, Comsat

Investment Inc., USA.

Host of awards for excellence

Techies 2000, Golden Peacock, National Awards for R&D efforts in industry

The History of Insurance in India

In India early nineties, the Government started loosening the control on the

Indian Industry. In 1993, the Government appointed the Malhotra Committee,

headed by the former RBI Governor R.N. Malhotra. The panel submitted the

report a year later and recommended PRIVATISATION.

With this ‘privatisation’ , came up the Insurance Regulatory $ Development

Authority (IRDA), now responsible for all insurance business in India.

 Max New York Life to double equity base

16 October 200

76
 Max Life ties up with district co-op bank for rural sales

29 September 2007

 Max New York Life launches triple benefit life insurance plan

18 July 2006

 Max New York Life meets solvency norms: IRDA

21 July 2005

 Max NY Life in pact with YES Bank

24 February 2005

 Max New York Life reports profit

09 February 2005

 Max New York Life opens office in Thiruvananthapuram

24 November 2004

 Max NY Life to hike capital

06 October 2004

 MAX New York Life to increase paid up capital

22 April 2004

 S&P affirms AA+ rating on New York Life Insurance Company

07 May 2003

 Max New York Life launches post-retirement financial plan

08 March 2003

 World-class performance

14 December 2002

 New York Life gets its strengths reaffirmed

07 September 2002

77
  Max New York Life to infuse Rs 50 cr

25 March 2002

 NY Life Ins to invest $100m in India

11 March 2002

OUR TRAI NING PROGRAM (advisors)

 “MAX NEW YORK LIFE” has the reputation foe having the finest training

program gor agents in the industry. Our training program is designed to

provide training & development for you throughout your career. It is the

vehical to get you there.

 Our training program consists of a full two time year formal class room

based program. We maintain two full professional trainers in every office

whose job is to train & guide our new agents.

 One of the reasons that New York Life is involved is that their training in

the states is widely recognized as the best that is available to the

insurance industry. Thst superb program has been bought to India &

customized for the Indian market. Ours is the finest training program

available to anyone in the insurance industry & we donn’t just say that,

we can prove it!

78
  In the United States the New York Life has had more members in the

Million Doller Round table, the world wide organization of the

professionals in the insurance industry, for 50 consecutive year ! just to

give an indication of their leadership. In 2001 & thereafter, Max New

York Life has had more qualifiers for the prestigious Millon Dollar Round

Table than the other 12 privat players combined.

 Max New York Life has also been leading this prestigious forum against

privatr insurance companies in India right from its inception. We know

that our training is a very large part of this success! Max New York Life,

along with its subsidiaries & through its marketing agreements, has a

broad range of products to solve customers need. “

METHODS OF TRAINING IN MAX NEW YORK LIFE

GID - Group Insurance & Drill

IID - Individual Insurance & Dril

FOD - Field Observation & Demonstration

PRP - Performance Review & Planning

79
 PRE-LICENSING SCHOOL

Requirement: 100 hours of training over three weeks by an authorized

provider in preparation for the IC33 exam conducted by Insurance Institute of

India (III)

OVERVIEW OF MAX NEW YORK LIFE TRAINING

Fundamental Career School-33 Days

* Intro to org. - 1st day

* IC33 including the exam - 2nd - 20th day

* Products - 21st – 25th day

* Contracting - 26th day

* FOD & lunch - 27th - 33rd day

Training supports you for 1 years

80
* 3 levels of certification to enable you to achieve success & yours goals,

qualify to be a:

* Professional Career Agent

* Master Career Agent

* Life Career Agent

* Pick & choose the modules in consultation with your training manager

Practical training

Every person aspiring to take up agency as a career will have to undergo on-

the-job practical training with the designated company where/she will work

under the supervision of a sales functionary. Applicant resides in any other

place.

An applicant applying for a license to act as an insurance agent will have to

complete training from an IRDA approved institution with atleast 100 hours of

practical training in life or general insurance business, as the case may be,

which may be spread over three to five weeks. For renewal of his license, the

agent will have to undergo training for just 25 hours.

(a) Composite agents training

Applicants seeking license to act as a composite agent shall have to undergo

training in an approved institution, with at least 150 hours practical training in

life and general insurance business, which my be spread over seven to eight

weeks.

81
(b) Training of professionals

Professionals like associate or fellows of Insurance Institute of India (III) or

Institute of Chartered Accountants of India (ICAI) or Institute of Costs and

Works Accountants (ICWA) or Institute of Company Secretaries of India (ICSI),

MBA from a recognized university or the candidates possessing professional

qualification in marketing from a government-recognized university or institute

shall have to complete just 50 hours of training.

The practical training imparted to an individual is aimed at the following points-:

 Complete Knowledge of products

 Importance of Pre-sale Service

 Importance of Post-sale Services

 Develop into Efficient Sales Person

 Instill Ethical Code

 Inculcate Confidence

TRAINING FOR ADVISORS

Max New York Life has the reputation for having the finest training program for

agents in the industry. The training program is designed to provide training and

development for agents throughout their career. The training program consists

of a full two year formal class room based program. MNYL has two full-time

professional trainers in each office whose sole job is to train and guide the new

agents.

82
Max New York Life has the reputation for having the finest training program for

agents in the industry. The training program is designed to provide training and

development for agents throughout their career. The training program consists

of a full two year formal class room based program. MNYL has two full-time

professional trainers in each office whose sole job is to train and guide the new

agents. One of the main reasons for New York Life's involvement in the training

program is that their training in the United States is widely recognized as the

best in the insurance industry. This magnificent program has been bought to

India and customized for the Indian market.

In the United States, New York Life had more members in the Million Dollar

Round table, the world wide organization of the top professionals in the

insurance industry, for 50 consecutive years. In 2001 and thereafter, Max New

York Life had more qualifiers for the prestigious Million Dollar Round Table than

the other 12 private players combined.Max New York Life invests significantly

in its training programme and each agent is trained for 152 hours as opposed

to the mandatory 100 hours stipulated by the IRDA before beginning to sell in

the marketplace. Training is a continuous process for agents at Max New York

Life and ensures development of skills and knowledge through a structured

programme spread over 500 hours in two years. This focus on continuous

quality training has resulted in the company having amongst the highest agent

pass rate in IRDA examinations and the agents have the highest productivity

among private life insurers.

83
337 agent advisors have qualified for the Million Dollar Round Table (MDRT)

membership in 2007. MDRT is an exclusive congregation of the world’s top

selling insurance agents and is internationally recognized as the standard of

excellence in the life insurance business.

Having set a best in class agency distribution model in place, the company is

spearheading a major thrust into additional distribution channels to further grow

its business. The company is using a five-pronged strategy to pursue

alternative channels of distribution. These include the franchisee model, rural

business, direct sales force involving group insurance and telemarketing

opportunities, bancassurance and corporate alliances.

Max New York Life offers a suite of flexible products. It now has 43 life

insurance products and 8 riders that can be customised to over 800

combinations enabling customers to choose the policy that best fits their needs.

Max New York Life partners with Symbiosis

Institute of Business Management

Wednesday, April 09, 2008 at 1608 hrs Max New Life Insurance in partnership

with Symbiosis Institute of Business Management (SIBM) announced the

launch of a Post Graduate Diploma in Business Management with

specialization in Life Insurance [PGDBM (LI)]. The program offers professional

84
training in specialized subjects such as Insurance Sales Practices and

Management, Insurance Products, Legal and Regulatory Aspects of Life

Insurance and will also cover the fields of General and Marketing management.

The Memorandum of Understanding was signed between Mr. Sunil Sharma,

Executive Director and Chief Operating Officer, Max New York Life Insurance

and Dr. M. S. Raste, Vice Chancellor, Symbiosis International University

Speaking on the occasion, Mr. Rajit Mehta - Executive Director, Human

Resources, Training and Internal Communications, Max New York Life

Insurance said, ''With the rapid growth in the Indian insurance industry over the

last few years, there is an increasing need for skilled professionals in the

sector. One of the most effective ways to provide a ready pool of productive

talent is to establish a strong industry-academia partnership. Keeping this

approach in mind, we have designed our strategy to partner with niche

institutes to train and develop insurance professionals.''

''Our tie-up with Symbiosis Institute of Business Management is a part of this

initiative and we look forward to providing a strong platform for graduates to

learn and build careers in specialized functions of life insurance. On successful

completion of the course, they will be offered the position of Associate Sales

Manager at Max New York Life Insurance. '', he added.

Dr. Arun Mudbidri, Director, Symbiosis Institute of Business Management and

Dean Faculty of Management, Symbiosis International University said, ''As a

leading institute in business management, we design courses to cater to the

ever increasing learning and development needs of industry. We are privileged

85
to partner with Max New York Life Insurance to launch a program in insurance

management.

The course is designed to provide students, a thorough understanding of the

specialized functions of Life Insurance Management and to enable them to take

on challenges from the very first day at work''.

In order to bring in the industry perspective in a classroom environment, the

course curricula have been developed by incorporating both the industry and

the academic perspective. The duration of the executive programme is one

academic year. Those who are admitted to this course would be offered the

position of Associate Sales Manager subject to successful completion of the

course as per the criteria jointly decided...

Max New York Life plans expansion

Monday , March 31, 2008 at 0214 hrs Max New York Life Insurance Co Ltd, a

joint venture between New York Life, a Fortune 100 company, and Max India

Ltd, is planning to increase the number of its offices and agent advisors in the

eastern region as part of its latest expansion plan, Mission Everest.

"We plan to increase our agent advisor strength from 2475 to 5500 and number

of offices to 31 in the eastern region by the end of this year," Kenneth Sannoo,

senior vice-president, head-agency (north & east), told reporters at an

insurance seminar organised by the company here. As per Mission Everest, the

company proposes to set up 500 offices by 2011 to boost health and pension

86
schemes, said Sannoo. According to him, the company aims to set up build at

least 100 offices per year.At present, Max New York has 230 offices across the

country. The company expects add another 100 by this year-end, he said. The

mission also targets to increase the number of direct agents from the existing

30,000 to 2 lakh by 2011, he said. At present, the eastern region has got 24

offices. Out Of that, three are in West Bengal, he said. "The company aims to

sell more than 64,000 policies through direct agents in the eastern region by

December 2008," Sannoo said. This region generates around 17% of the

company's total revenue. On Max New York's future plans, Sannoo said, "We

plan to introduce an insurance policy for the underserved within 90 days."

Max New York Life launches mobile payment service

NEW DELHI: Private sector insurer Max New York Life (MNYL) on Tuesday

launched a payment solution using which policyholders can make premium

payments through mobile phones.

This new service is an attempt at streamlining timely payments by policyholders

to ensure that they remain financially protected throughout the term of the

policy, said MNYL Executive Director Sunil Sharma.

87
00"Our customers can now use this ubiquitous channel and transact on a 24X7

basis," he said.

Powered by Citibank and Mchek (mobile payments company), the solution

would enable policyholders to pay their renewal premiums, subscribe to and

top-up investments in ULIPs, he said adding that the company would link the

charges to the customer's preferred bank account or credit card.

Insurance Regulatory & Development Authority

Insurance Regulatory and Development Authority (IRDA) was constituted in

1999 by an Act of Parliament to protect the interests of the policyholders and to

regulate, promote and ensure orderly growth of the insurance industry. IRDA

consists of a ten member team that comprises a Chairman, five whole-time

members and four part-time members

IRDA allows registration of new players in the insurance field. It also has the

authority to renew, modify, withdraw, suspend or cancel such registration. IRDA

ensures protection of the interests of the policy holders in matters concerning

assigning of policy, nomination by policy holders, insurable interest, settlement

of insurance claim, surrender value of policy and other terms and conditions of

contracts of insurance. It specifies requisite qualifications, code of conduct and

88
practical training for intermediary or insurance intermediaries and agents.

After creation of IRDA, insurance sector has seen tremendous growth. Before

IRDA came into force there were only players in the insurance field, namely,

Life Insurance Corporation of India (LIC) and General Insurance Corporation of

India (GIC). Since then 23 new players have entered in the insurance sector

About IRDA

Composition of Authority under IRDA Act, 1999

As per the section 4 of IRDA Act' 1999, Insurance Regulatory and

Development Authority (IRDA, which was constituted by an act of parliament)

specify the composition of Authority

The Authority is a ten member team consisting of

(a) a Chairman;

(b) five whole-time members;

(c) four part-time members,

(all appointed by the Government of India)

IRDA Guidelines for opening of representative/ liaison offices

overseas by an Indian insurance company

89
The Insurance Regulatory and Development Authority (IRDA) has issued a

circular in January 2007, specifying the following guidelines for setting up

representative/liaison offices abroad.

Section 14 of IRDA Act, 1999 laysdown the duties,powers and functions of

IRDA..

1. A “Representative/ Liaison Office” would mean a place of business to act as

a channel of communication between the Principal place of business or Head

Office by whatever name called and entities in India but which does not

undertake any commercial/ trading/ industrial activity, directly or indirectly, and

maintains itself out of inward remittances received from abroad through normal

banking channel.

2. All Indian insurance companies registered with IRDA shall seek prior

approval of the Authority for opening offices abroad.

3. Indian insurance companies desirous of opening offices overseas shall apply

to the Insurance Regulatory and Development Authority.

4. The opening of representative/ liaison offices would be subject to the

following requirements:

90
 a. The representative office would function as an extended arm of Indian

insurance company and no underwriting will be done outside India or other than

in Indian rupees.

b. Though it may be permissible to identify the overseas prospects who

could be non-resident Indian through the offices abroad, the completion of the

underwriting contracts should be done only in India.

c. No payment of fees by whatever name called would be permitted outside

the country for lead generation, etc notwithstanding any relaxation from the

FEMA angle. This entire activity would invariably done by accredited Indian

staff of the insurers placed in the liaison office or at HeadQuarters in India.

5. IRDA may consider permitting Indian insurance companies to set-up

representative offices overseas so long as a. Insurer has a good financial

strength (as exhibited in the accounts) and maintains the prescribed solvency

requirement of 1.5.

6. The insurance companies would be required to furnish information to IRDA

on the business mobilized through the representative office and a certificate

that the expenditure incurred at the overseas centre together with the Indian

operation is well within the limits specified.

91
7. The Indian insurance company shall be required to comply with the Foreign

Exchange Management Act, 1999 and any other law in force.

8. The permission for opening of representative/ liaison office overseas by an

Indian insurance company registered with IRDA shall be subject to the terms

and conditions as may be stipulated by the Authority from time to time.

92
STRATEGIC PURPOSE OF TRAINING AT MAX NEW YORK LIFE

INSURANCE:

DEPARTMENT OBJECTIVE TO ENHANCE QUALITY NOT QUANTITY

“Tomorrow belongs to the society which is trained and motivated today”.

At Max new york life insurance training centre in association with HUMAN

RESOURCE DEVELOPMENT group, would continuously endeavor to build

such society by imparting knowledge, skill and technology along with human

values.

TRAINING – AN INSIGHT:

Training department of Max new york life insurance is fulfilled set up headed by

chief training manager. The team of trainees is drawn from various section of

refinery namely P & U, Production, Quality Control, Maintenance, etc. to give

wider thrust of knowledge base.

The basic function of the training centre is to impart knowledge and skills to the

employees of Max new york life insurance so that individual and organizational

benefits occurred through systematic learning and experience sharing.

Training department in association with HRD conducts several in-house

training programs, both of functional and developmental in nature. The

functional courses are designed to make the trainee to perform the given task

in his/her work area. The development courses take into consideration the

ever-changing business environment and these are aimed at equipping

employees for sustained prosperity.

93
FEEDBACK MECHANISM

In Compliance with the quality procedure manual for training department, the

following two feedbacks are obtained from every person who has attended any

specialized “out company” training programme.

Feedback immediately on return from training.

Feedback after six months of training attended

This system is over and above evaluation sheet obtained from participants

immediately at the conclusion of every in-house training programme.

Besides only officers in each department have been nominated as “training

coordinator” whose responsibility is to maintain effective coordination with

training department.

It is the broadening focus of a simple concept of training needs. Recently

training need assessment is seen as an integral part of broadly focused human

performance technology.

This technology takes its conceptual framework mush from cybernetics, system

theory, Organizational behavior, industrial/organizational psychology and

cognitive psychology as it dues from educational psychological pedagogy and

instructional practice and theory.

In Max new york life insurance, performance gap analysis between expected

performance and real performance is considered. If it exists, a training need is

observed.

The training needs matrix summary of why training needs occur and for whom.

It is used in providing a synoptic map off needs across an organization.

94
 (5)

RESEARCH DESIGN

95
 METHODOLOGY ADOPTED

1. RESEARCH DESIGN- The study is all about the training &

Development of MAX NEW YORK LIFES. The

basics of the study is to inculcate the satisfaction level of the advisors

regarding TRAINING & DEVELOPMENT procedure that is adopted by the

company to train its employees. The data collection took place with the help

of the primary i.e. questionnaires as well as the secondary data. Exploratory

design is used for this research.

2. SAMPLE DESIGN

• UNIVERSE OF STUDY- Universe cover the whole defined finite on

which the study is the based. The whole study is carried in MAX

NEW YORK LIFE the universe of the study was financial consultants

i.e. advisors .

• SAMPLING UNITES- The sampling units of my research study

was within the organization that is MAX NEW

YORK LIFE.

• SOURCE LIST- The research source list is all the advosors working

in the MAX NEW YORK LIFE.

• SAMPLE SIZE- Sample size of my research is 50 samples.

• SAMPLE METHODS- The sample has been collected by the

questionnaire, and through abservation. Random sampling is used.

96
3. TOOLS FOR DATA COLLECTION-In this study; used primary data

through questionnaires and as well as observational methods.Secondary

data through web sites,technical & trade journals, books magazines &

newspapers.

4. TOOLS FOR ANALYSIS- The responses were collected & then, were

applied to the software in which a non-parametric test i.e. Chi-square test

was applied to their significance,

97
 HYPOTHESIS

Hypothesis is framed to find out, ”whether Max new york life insurance is

imparting an effective training programme & that are too at the satisfaction level

of the employees.

NULL HYPOTHESIS:

H0 : “Max new york life insurance doesn’t imparts effective training programs

at the satisfaction level of advisors”

ALTERNATE HYPOTHESIS:

H1 : “Max new york life insurance imparts effective training programs at the

satisfaction level of advisors”

Hence,

Effective training > ineffective training

Since the tabulated value is less then the calculated value therefore we reject

null hypothesis & accept alternative hypothesis.

i.e. “Max new york life insurance imparts effective training programs at the

satisfaction level of advisors”

98
 OBJECTIVES OF STUDY

The main objectives of my projects was to identify that training & development

is effective among the advisors of Max new york life insurance following are

the objectives of my research:-

• Identify the existing training system in Max new york life insurance.

• Assessing the satisfaction level of employees for present training

system.

• Finding out the areas of problems related with present system.

• To suggest some improving measures improvement for effective training

programs

99
 TOOLS & TECHNIQUES USED

1. Sources of Data

Questionnaire were prepared for the study conducted to analyzede

factors affecting the level of training with in the organisation. These

questionnaires are the main sources of data. Various information was also

collected from secondary data, like general magazine, previous reports and

other printed materials. The primary data was collected from the sample

size of 50 advisors of managerial level through a structured close end

questionnaire.

2. Sampling:

The technique of sampling used to conduct the study on training was

convenience sampling. It was used to select the total of 50 respondents

from a total of 120 managerial staff. They were classified by dividing them in

to live areas of organizations.

3. Questionnaire

These questionnaire, were prepared by taking in to consideration within

the organization of the employee. Questionnaire used were structured and

well - defined.

4. Tools used (Satisfactions)

Ranking Method:

100
The attributes are ranked on a four-point scale ranging from unsatisfactory

to very good. The save of attributes are taken and then ranked in

descending order

101
 GEOGRAPHICAL AREA COVERED

The sample size studied is 50 including advisors of the MAX NEW YORK LIFE.

The geographical area covered is:

• MAX NEW YORK LIFE organization i.e. in MATHURA branch.

• EMPLOYEES ( advisors) of the organization.

• Training & development department in Max New York Life.

102
 (6)

DATA ANALYSIS AND

INTERPRETATION

103
 SURVEY

FROM ADVISORS POINT OF VIEW

RESPONSE SHEET FOR ADVISORS

NAME:

AGE:

GENDER:

INSTITUTION:

CONTACT NO:

1. Are you satisfy with your profile?

a) YES = 40 = 80%
b) NO. = 10 = 22%

satisfy with profile

80%
70%
60%
50%
40% Series1
30%
20%
10%
0%
yes no

INTERPRETATION- This diagram shows the views of the respondents about

the satisfaction which profile they belong. Out of 50 respondents only 10

respondents are dissatisfy with the profile. Here it impacts a positive attitude

towards the organization.

104
2. Are you satisfy with the Training environment ?

a) YES = 45 = 90%
b) NO = 5 = 10%

satisfaction level of training

envirnment

no
10%

yes
no

yes
90%

INTERPRETATION- This pie-chart shows that at what extend advisors are

satisfy with the training environment. 45 respondents says that company

provide effective training environment i.e. 90%. But 5 respondents i.e. 10%

says that training should be more attractive by adopting some measures & they

can’t arrange with training environment.

105
3. Do you agree you are getting personal as well as professional growth in this

business ?

a) Agree = 10 = 20%
b) Strongly agree = 30 = 60%
c) Neutral = 5 = 10%
d) Disagree = 5 = 10%
e) Strongly disagree = 0 = 0

personal as well as professional

growth level

strongly
disagree
disagree agree agree
neutral strongly agree
10% 0% 20%
10%
0%
neutral
strongly disagree
agree
strongly disagree
60%

INTERPRETATION- This pie-chart identifies that company’s training &

development program provides personal as well as professional growth level.

80% advisors totally agree this statement because MAX COMPANY provides a

requirement material for the personality development.

106
4. Are the trainers provides you sufficient knowledge relating insurance & its

environment ?

a) YES = 48 = 96%
b) NO = 2 = 4%

knowledge gained by trainers

regarding insurance

100%

80%

60% %
%
40%

20%
%
0%
yes no

IMPLEMENTATION- This bar graph shows that trainers provides sufficient

knowledge regarding insurance & its environment. 96% respondents are agree

& only 4% advisors are not agree.

5. Are you satisfy with the pattern & schedule of working ?

a) YES = 25 = 50%
b) NO = 25 = 50%

107
 satisfaction level of training pattern &
working condition

60%

50%

40%

30% %
50% 50%
20%

10%

0%
yes no

INTERPRETATION- This shows that the satisfaction level of training pattern &

working condition. 50% agree & 50% are not agree because training is in on

the room only their was no practical training is provided.

6. For how many days are you provided training in a month?

1 day = 8 = 16%
2-4 days = 26 = 52%
5 days = 7 = 14%
More Than 6 days = 5 = 10%
No Answer = 4 = 8%

108
INTERPRETATION- through my research, identify that 2-4 days training

program in a month is provided by the organisation. It is satisfactory for the

employes because they have no time.

7 Are you satisfied with the time duration of training programs provided to you?

Satisfy = 23 = 46%
Unsatisfy = 22 = 44%
Neutral = 5 = 10%

INTERORETATION- This shows that, satisfaction level of training duration that

is provided by the organization. 46% are fully satisfied but 44% are unsatisfied

because they are a busy persons like teachers, professionals, lawyers etc. they

can’t attend the training program.

8. .How many training programs do you receive during 1 year?

1–2 = 7 = 14%
3–5 = 39 = 78%
>5 = none = 0%
No Answer = 4 = 8%

109
INTERPRETATION- This shows that, no. of training program that is to be held

during a year. Research identifies that only 3-4 program are organized i.e.

74%, even 14% says that it will be only 2-3, left 8% have no idea about this.

So, co. provide a good training to advisors.

1. Are you satisfied with the number of programs provided to you?

satisfied = 35 = 70%
Dissatisfied = 15 = 30%

satisfied by the no. of training program

40
35
30
25
20 Series2
15 Series1
10
5
0
= =

satisfied Dissatisfied

110
INTERPRETATION- This shows that the satisfaction level of no. of training

program that is provided by the company. 35 respondents are satisfied i.e. 70%

but 15 respondents i.e. 30% are not satisfied because they have some problem

because of the timeing.

2. What do you think about the content of training provided to you?

Satisfaction = 36 = 72%
Unsatisfactory = 12 = 24%
No Answer = 2 = 4%

INTERPRETATION- This shows that the level of training provided to advisors.

72% are satisfied, 24% are unsatisfied, 4% have no idea about that.

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11. Do you think you are being provided satisfactory training in your most

required area?

Yes = 43 = 86%
No = 7 = 14%
% of required training

90%
80%
70%
60%
50%
Series1
40%
30%
20%
10%
0%
yes no

INTERPRETATION- This graph shows that,max new york provide a

satisfactory training in the most required area. 86% agree, but rest 14% are not

agree with this. The reason behind this is that the sales managers not spend

their time with advisors. It leades to unsatisfaction.

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12. How do you rate the training programs provided to you ?

outstanding = 10 = 20%
Very Good = 30 = 60%
Good = 5 = 10%
Average = 5 = 10%

rate of training program

60%

50%

40%

30% 60%
Series1

20%

10% 20%
10% 10%
0%
outstand very good good average

INTERPRETATION- This shows that, how is training program in max. through

this graph, 60% says very good but not outstanding. 20% says that,

outstanding, & 10% says that average and good only. We can say that max

new york provide very good or effective training program to tha advisors.

113
 (7)

FINDINGS

114
 FINDINGS AFTER THE SURVEY

 The advisors are happy for being in ‘Max New York Life’ in all the ways.

 The training & development program provided to the advisors was

effective from the other competitors point of view. The trainers focus on

the requirement like insurance knowledge, product knowledge, etc. and

actually these are the things where they need focus.

 A regular feedback is given that will help advisors to know where

they are lacking and where they need to improve as well as they achieve

their goals with the help of effective training program.

 Advisors here are given opportunity to look ways to stream like processes

and makes them more effective which acts as a motivator for them.

 A good training environment is provided to advisors for their

personal as well as professional growth.

115
 (8)

RECOMMENDATION &

SUGGESTIONS

116
 RECOMMENDATIONS & SUGGESTIONS

• Whenever in-house training is provided trainer should given sufficient

time for preparing himself according to subject so that he can impart

effective training.

• Training should be related to job related, that could help the employees

(advisors) in performing their jobs in a better way resulting in personal

development.

• Before starting a job training regarding job knowledge and its related

areas should be provided with company’s cooperation.

• Practical field training should be provided along with lecture for making

employees more aware about training.

• Training programs should be conducted as per requirement of individual

employees resulting into personal development.

• Ice – breakers & games related to job should be provided in the advisors

training. Due to this training more attractive.

• The source of presentation should be effective like PPT presentations,

audio-visual present etc, this will definitely increase the effectiveness of

training.

117
 (9)

CONCLUSIONS

118
 CONCLUSION

On the basis of the survey that have conducted in Max new york life insurance

entitled on “Effectiveness of Training Development in MAX NEW YORK LIFE”

of the advisors, concluded that:

Although Max new york life insurance imparting a good training program to its

employees but there are certain basic facts, which came into the light.

These are:

Employees are not getting the training in accordance to their needs.

Employees who are indeed of certain training are not getting in the area in

which it is required.

The basic purpose is not fulfilled, thus these causes lack of awareness among

the employees.

Therefore, the company should enhance itself to take certain initiative step from

its side, so that training program provided would be improved and will be fruitful

to the employee.

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 Limitations

The limitation faced during the research was in the beginning at the time of

formulating the questionnaire as I was suppose to trace the perception of

different advisors of the Max New York .

Hardle faced during the study was about the response as the research was

conducted at the month of june july. Which is suppose to be the busy month of

the organizations, so things was becoming difficult to make my responses get

filled during this time.

Other limitations was described as under-

• Because shortage of time very few advisors were selected.

• Study was taken only in Mathura branch.

• The whole study is based on the respondent’s response.

• The advisors were not sufficient knowledge regarding the questions that

I was asked at that time.

120
BIBLIOGRAPHY

121
 REFERENCES AND RECOMMENDED READINGS

 www.google.co.in

 www.maxnewyorklife.com

 C.B.Gupta, “Human resource Management”, 6th edition 2003, Sultan

Chand & Sons, Page No. (3.3 – 3.19.)

 L.M.Prasad, “Human Resource Management”, 1st edition2002, Sultan

Chand & Sons, Page No. (240-244, 257-266)

 C.B.Mamoria, “Personal Management”, Himalaya Publishing House,

Mumbai, 1980.

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ANNEXURE

123
 SURVEY

FROM ADVISORS POINT OF VIEW

RESPONSE SHEET FOR ADVISORS

NAME:

AGE:

GEN
DER:

INSTI
TUTION:

CONT
ACT NO:

1.Are you satisfy with your profile?

b) NO. = 10 = 22%

a) YES = 40 = 80%
2.you satisfy with the Training environment ?

a. YES = 45 = 90%
b) NO = 5 = 10%
3.Do you agree you are getting personal as well as professional growth in this
business ?
a) Agree = 10 = 20%
b) Strongly agree = 30 = 60%
c) Neutral = 5 = 10%
d) Disagree = 5 = 10%
e) Strongly disagree = 0 = 0
4.Are the trainers provides you sufficient knowledge relating insurance & its

environment ?

a)YES = 48 = 96%
b) NO = 2 = 4%
5.Are you satisfy with the pattern & schedule of working ?

a) YES = 25 = 50%

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 b) NO = 25 = 50%

6.For how many days are you provided training in a year?

c) 1 day = 8 = 16%
d) 2-4 days = 26 = 52%
e) 5 days = 7 = 14%
f) More Than 6 days = 5 = 10%
g) No Answer = 4 = 8%
7.Are you satisfied with the time duration of training programs provided to you?

i. Satisfy = 23 = 46%

ii. Unsatisfy = 22 = 44%

iii. Neutral = 5 = 10%

8. How many programs do you receive during 1 year?

a)1 – 2 = 39 = 78%
b)3 – 5 = 7 = 14%
c)>5 = none = 0%
d)No Answer = 4 = 8%
9.Are you satisfied with the number of programs provided to you?

a)Agree = 19 = 38 %
b)Disagree = 29 = 58%
c)Neutral = 2 = 4%
10.What do you think about the content of training provided to you?

a)Satisfaction = 36 = 72%

b)Unsatisfactory = 12 = 24%

c)No Answer = 2 = 4%

11.Do you think you are being provided satisfactory training in your most

required area?

a)Yes = 18 = 36%

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 b)No = 30 = 60%

c)No Answer = 2 = 4%

12.How do you rate the training programs provided to you helpful in

performing your job?

a)Outstanding = 8 = 16%

b)Very Good = 11 = 22%

c)Good = 19 = 38%

d)Average = 9 = 18%

e)Poor = 3

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