A

Project Report on

TRAINING AND DEVELOPMENT at

HCL TECHNOLOGIES LTD – BUSINESS SERVICES

SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

2010-11

Table of content

Executive summary………………………………………………………………..…8

Objectives of study………………………………………………………………….10

Significance and scope of the report………………………………………………11

Corporate overview………………………………………………………...………..12

HCL- A Snapshot……………………………………………………………………15

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Leadership Credentials………………………………………………..……………17

Global Operations…………………………………………………………………..20

HR best practices…………………………………………………………………..24

HCL advantage……………………………………………………………………..29

What makes HCL different………………………………………………………..30

Introduction to Training and Development……………………………………….34

Nature of Training and Development…………………………………………..35

Objectives ………………………………………………………………………..37

Inputs of Training and Development……………………………………….…38

Benefits of Employee Training…………………………………………………44

Training process………………………………………………………………….47

Training and Development programs in HCL…………………………………...63

Reasons behind Training in BPOS…………………………………………..…64

Types of TRAINING IN HCL…………………………………………...…………65

Evaluation of Training in HCL…………………………………………………...69

Employees career related policies in HCL………………………………………77

Research Methodolgy………………………………………………………………79

Questionnaire………………………………………………………………………..82

Interpretations…………………………...…………………………………………..95

Findings………………………………………...…………………………….………97

Recommendations………………………………………………………………….100

References ………………………………………………………………………….103

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LIST OF FIGURES

FIGURE NO. TITLE PAGE NO1 TRAINING PROCESS 47

2 STEPS IN DESIGNING A TRAINING PROGRAM

50

3 BENEFITS OF COMPUTER BASED TRAINING

52

4 BENEFITS OF BUSINESS GAMES 53

6 4 LEVELS OF EVALUATION 60

7 SAMPLE FEEDBACK FORM 72

LIST OF TABLE

TABLE NO TITLE PAGE NO1 DIFFERENCE B/W TRAINING AND

DEVELOPMENT35

2 DIFFERENCE B/W TRAINING AND EDUCATION

36

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EXECUTIVE SUMMARY

Today in every organization personnel planning as an activity is necessary.It is an important part of an organisation.Human Resource Planning is a vital ingredient for the success of an organization in the long run.

The objectives of Human Resource Department are :

Human resource planning,

Recruitment and Selection,

Training and Development

Transfer and Promotion

Performance Appraisal and so on.

The global economy of the day has endangered the survival of every organization and in particular those who want to have a competitive edge over the others. It may be a distant dream in the absence of well trained employees. Every organization needs to have well-trained and experienced people to perform the activities that has to be done. If current or potential job occupants can meet this requirement, training is not important. When this is not the case, it is necessary to raise the skill levels and increase the versatility and adaptability of employees. It is being increasing common for individuals to change their career several times during their working lives. The probability of any young person learning a job today and having those skills go basically unchanged during the forty years or so if his career is extremely unlikely, may be even impossible. In a rapid changing society, employee training is not only an activity that is desirable but also an activity that an organization must commit resources to if it is to maintain a viable and knowledgeable workforce.

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OBJECTIVES OF STUDY

The main objective of the study is to gain some practical knowledge in the domain, Training & Development. For collecting, analyzing, and understanding the concept of Training & Development I decided to choose a BPO Since it’s an organization where training is an ongoing process which eventually leads to Development. Rationale of choosing HCL BPO is because I did my summer training from HCL and have a better understanding as compared to any other organization

To study the importance of training and development To study the roles of training and development programs To study the process of training. To explore the methodology and types of training provided to the

employees of HCL. To study the purpose and process of post training evaluation in HCL. To know employee career related policies in HCL

SIGNIFICANCE AND SCOPE OF THE REPORT

The report provides the details of the term “Training and Development ” that is, its need,

purpose and importance,

its relevance in the organization and for the employees ,

What are the types of training,

What process is followed for the candidates of the organization and

to what extent it is efficient, effective and satisfactory

It covers in depth the various training practices, modules and formats being followed in the company.

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HCL – THE ENTERPRISE

Today a $5 billion Enterprise, founded in 1976, HCL one of India's original IT garage start upside is a leading global Technology and IT Enterprise, joining 64,000 professionals of diverse nationalities, operating across 26 countries including 500 points of presence in India. The HCL Enterprise comprises of two companies listed in India, HCL Technologies ( www.hcltech.com ) and HCL Info systems (www.hclinfosystems.in) Its range of offerings span R&D and Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, BPO services, IT Hardware, Systems Integration and Distribution of Technology and Telecom products in India. HCL has global partnerships with several leading Fortune 1000 firms, including several IT and Technology majors.

OVERVIEW OF HCL BSERVHCL Technologies Ltd. – BSERV established in 2001 is one of the early players of Business Process Outsourcing. HCL BSERV’s focus verticals include Telecom, Retail, Media, Publishing & Entertainment, Energy, Utility & Public Services, Banking & Financial Services, Insurance, Healthcare and Hi-Tech & Manufacturing. This apart, the company services various areas of operations that include Financial Accounting Outsourcing, Human Resource Outsourcing, Customer Relationship Management, Knowledge Process, Technical Support Services and Supply Chain Management. HCL BPO Business Services runs business for world renowned clients in back-office services particularly in the Telecom and Retail domain.

Consistently ranked among the top ten outsourcing companies in India, HCL BPO Services operates out of various locations in India, as well as in US and UK.HCL BPO Business Services follows industry best practices and metric-based quality norms for all its processes. This is supported by robust technology infrastructure, strong human resources and a customized training program and transition framework.

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HCL A-SNAPSHOT

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INTRODUCTION

TO

TRAINING & DEVELOPMENT

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NATURE OF TRAINING AND DEVELOPMENT

In simple terms, training and development refers to the imparting of specific knowledge, skills and abilities (KSA) to an employee.

“It may be understood as any attempt to improve current or future employee performance by increasing his ability to perform through learning and increasing his skills and knowledge.”

Standard performance- Actual performance

Training and development need

Approaches towards Training and Development Traditional approach: Most of the organizations before never used to

believe in training. They were holding the view that managers are born not made. Training is a very costly affair and not worth. But, the scenario seems

to be changing.

Modern approach: Indian organizations have realised the importance of corporate training. Training is now considered as more of retention tool than of cost. The training system has created a smarter workforce and yielded the best results.

Difference between Training and Development: The table below presents the differences between training and development.

Table- 1Difference between Training and Development

Basis Training Development1)Nature It focuses on technical and

mechanical operations.It focuses on theoretical skills and conceptual ideas.

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2)Emphasis It is concerned with specific job skills and behaviour.

It is concerned with related enhancement of general knowledge and understanding.

3)Relevance It is mostly for non-managers. It is for managers and executives.

4)Focus Current jobs Future jobs5)Goals Short term goals Long term goals6)Orientation It is job- oriented process and is

vocational in nature.It is general in nature and strives to inculcate initiative, creativity, dedication and loyalty amongst executives.

7)Process It is one-shot deal. It is a continuous on-going process.

8)Growth opportunity

It results in enhancement of a particular job skill.

It results in personal growth and development of overall personality.

9)Motivation It is the result of organizational initiative and hence motivation is extrinsic.

The motivation is intrinsic.

10)Voluntary/ Imposed

It is usually imposed. Development activities are generally voluntary.

11)Evaluation It is essential for training. No evaluation is possible.

Distinction among Training, Development and Education: This distinction enables us to acquire a better perspective about the meaning of the terms.

Table- 2

Difference between Training and Education

Training Education Application Theoretical orientation Job experience Classroom learning Specific tasks General concepts Narrow perspective Broad perspective

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Training and Education are complementary to each other. An employee, for example, who undergoes training is presumed to have had some formal education. Furthermore, no training is complete without an element of education. Training programs seek to broaden and develop the individual through education. Hence, firms must consider both while planning their training programs. Thus, we can say,

TRAINING refers to the process of imparting specific skills.

DEVELOPMENT refers to the learning opportunities designed to help employees grow.

EDUCATION is theoretical learning in classrooms.

Training is offered to operatives, whereas developmental programs are meant for employees in higher positions. Education, however is common to all the employees.

OBJECTIVES OF TRAINING AND DEVELOPMENTThe 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 this, there are other objectives which are stated as:

Individual objectives: help employees in achieving their personal goals which in turn enhances the individual’s contribution towards the organization.

Organizational objectives: assist the organization with its primary objective by bringing individual’s effectiveness.

Functional objectives: maintain a department’s contribution at a level suitable to the organizational needs.

Societal objectives: ensures that an organization is ethically and socially responsible to the needs and challenges of the society.

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INPUTS IN TRAINING AND DEVELOPMENT Any training and development program must contain inputs which enable the participants to gain skills, learn theoretical concepts and help acquire vision to look into the distant future.

Skills: Training is imparting of skills to employees. A worker needs skills to operate machines and use other equipment with least damage and scrap. Skills involve performance of various physical activities. Also interpersonal skills which include listening, persuading and showing an understanding of other’s feelings.

Education: Its purpose is to teach theoretical concepts and develop a sense of reasoning and judgement. That any training and development program must contain an element of education is well understood by HR specialists.

In fact, CEOs are known to attend refresher courses conducted by business schools. Education is more important for managers and executives than for lower cadre workers.

Development: It is less skill-oriented but stresses on knowledge. Knowledge about business environment, management principles and techniques and human relations is useful for better management of a company.

Development programs are conducted to:

To make managers self starters

To make them result oriented

To make the sensitive to the environment in which they function, both at the workplace and outside

To make them aware of themselves- their potential and limitations

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To teach them to communicate without filters, to see and feel points of view different from their own

To make them understand their power and their by develop leadership style which motivate others.

Ethics: There is need for imparting greater ethical orientation to a training and development program. There is no denial of the fact that ethics are largely ignored in businesses.

Ethical orientation is significant because:

Ethics correspond to the basic human needs. All of us want to be ethical in our personal lives and in business dealings.

An organization perceived as ethically and socially concerned is honoured and respected.

Values lend management credibility with employees.

It also helps in better decision making which are in the interests of the public, the employees and in the long term- the company itself.

Finally, ethics are important because government and law cannot always protect the society, but ethics can. For example- Employees’ interest is better protected by an ethically- conscious management than a plethora of labour acts.

IT IS WELL KNOWN THAT TATAS IMPLEMENTED SEVERAL LABOUR- WELFARE MEASURES LONG BEFORE THEY WERE MANDATED BY THE GOVERNMENT.

Attitudinal changes: Attitudes represent feelings and beliefs of individuals towards others. Attitudes affect motivation, satisfaction and job- commitment. Negative attitudes need to be converted into positive attitudes.

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Nevertheless, attitudes must be changed so that employees feel committed to the organization, are motivated for better performance and derive satisfaction from their jobs and the work environment.

Decision Making and Problem Solving Skills: This focuses on methods and techniques for making organizational decisions and solving work- related problems. It improves the abilities to define and structure problems, collect and analyze information, generate alternative solutions

and make an optimal decision among alternatives.

DEFINITION OF TRAININGTraining may be defined as “a planned program designed to improve performance and to being about measurable changes in technical knowledge and skills of employees for doing a particular job.”

Thus, we can say the word ‘training’ consists of eight letters, to each of which could be attributed significant meanings in the following manner:

T – Talent and Tenacity (strong determination)

R – Reinforcement (something positive to be reinforced into memory and system again and again, until it becomes a spontaneous affair)

A – Awareness (with which one can easily take long strides of progress)

I – Interest (which is invariably accompanied by excitement and enthusiasm)

N – Novelties (the new things the like of which would sustain our interest)

I – Intensity (the training instilled into the trainee’s mind must acquire experience oriented intensity)

N – Nurturing (it does refer to continuous nurturing of talent, which otherwise would remain dormant)

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G – Grip (a fine grip over the situation solves multiple problems and enables one to acquire a practical and programmatic approach)

Training is activity leading to skilled behavior.

It’s not what you want in life, but it’s knowing how to reach it

It’s not where you want to go, but it’s knowing how to get there

It’s not how high you want to rise, but it’s knowing how to take off

It may not be quite the outcome you were aiming for, but it will be an outcome

It’s not what you dream of doing, but it’s having the knowledge to do it

It's not a set of goals, but it’s more like a vision

It’s not the goal you set, but it’s what you need to achieve it.

NEED FOR TRAINING The need for training of employees is universally accepted and practical training in the form of information, instructions and guidance is given to all categories of employees. It is a must for raising efficiency of employees. Training is necessary in present competitive and ever changing industrial world. The following points (reasons) justify the need for training:

Training is needed as a good supplement to school/college education. Training at the industry level is practical and is needed for creating confidence among employees. It is also needed for personal growth and development of employees.

Training is needed due to continuous changes in the field of science and technology. Workers can work as per new methods or can use new machines only when suitable practical training is given to them. Training is the only method by which the knowledge and skills of workers are updated.

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Training is needed in order to introduce modern methods or for the introduction of rationalization and computer technology in the industrial units.

It is needed for improving the quality of production and also for avoiding accidents and wastages of all kinds in the industrial units.

Training is needed for personal safety of employees and also for avoiding damage to machines and property of the company.

Training is needed as it creates highly skilled manpower in an organization. Such skilled manpower is the real asset of an industrial unit.

Training is needed for preventing manpower obsolescence, for improving health and safety of workers, for improving organizational climate and finally for meeting future personnel needs of the organization.

o Training is needed for raising the efficiency and productivity of industrial employees.

ROLE OF TRAINING

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IMPORTANCE OF TRAININGIt is stated as below:

Growth of organization : Training contributes to employee stability in at least two ways. Employees become efficient after undergoing training. Efficient employees contribute to growth of organization. Trained employees would be valuable assets to an organization. Organizational efficiency, productivity, and progress to a greater extent depend on training.

Flexibility : Training makes the employees versatile in operations. All rounder can be transferred to any job. Flexibility is therefore ensured.

Efficient utilization of resources : Accidents scrap and damaged to machinery and equipment can be avoided or minimized through training. Training enables employees to make better usage of resources- men,

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materials and machinery which helps in reducing the cost and time wastage.

Recruitment : Training serves as an effective source of recruitment. It is an investment in human resources with a promise.

THE BENEFITS OF EMPLOYEE TRAININGThe benefits are stated below:

How Training Benefits the Organization

Leads to improved profitability and more positive attitudes towards profit orientation

Improves the job knowledge and skills at all levels of the organization

Improves the morale of the workplace

Helps people identify with organizational goals

Fosters authenticity, openness and trust

Improves relationship between boss and subordinates

Helps create a better corporate image

Aids in organizational development

Helps prepare guidelines for work

Aids in understanding and carrying out organizational policies

Provides information for future needs in all areas of the organization

Organization gets more effective decision- making and problem- solving skills

Aids in development for promotion within the organization.

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Aids in developing leadership skills, motivation, loyalty, better attitudes and other aspects that successful workers and managers usually display

Aids increasing productivity and quality of work

Helps keep cost down in many areas e.g. production, personnel, administration etc.

Develops a sense of responsibility to the organization for being competent and knowledgeable

Improves labour- management relations

Reduces outside consulting cost by utilizing competent internal consultation

Aids in improving organizational communication

Helps employees adjust to change

Aids in handling conflict, thereby helping to prevent stress and tension

Benefits to the Individual

Helps the individual in making better decisions and effective problem- solving

Through training and development, motivational variables of recognition, achievement, growth, responsibility and advancement are internalised and operationalised

Aids in encouraging and achieving self- development and self- confidence

Helps a person handle stress, tension, frustration and conflict

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Provides information for improving leadership, knowledge, communication skills and attitudes

Increases job- satisfaction and recognition

Moves a person towards personal goals while improving interactive skills

Develops a sense of growth in learning

Helps a person develop speaking and listening skills; also writing skills when exercises are required

Helps eliminate fear in attempting new tasks

Benefits in Personnel and Human Relations, Intragroup and Intergroup Relations and Policy Implementation

Improves communication between groups and individuals

Aids in orientation for new employee and those taking new jobs through transfer or promotion

Provides information on equal opportunity and affirmative action

Provides information on other government laws and administrative policies

Improves interpersonal skills

Makes organizational policies, rules and regulations viable

Builds cohesiveness in groups

Provides a good climate for learning, growth and coordination

Makes the organization a better place to work and live

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THE TRAINING PROCESSThe figure is given below:

Figure- 1 The Training Process

Stage 1: Training Need AssessmentIt diagnoses current problems and future challenges to be met through training and development and bridges the gap between expected and actual performance.

It assess the need of training at three levels:

Organisational level: It involves a study of entire organization in terms of its objectives, resources and interaction pattern in the environment

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Problems dealt with training are related to production, high cost, poor material control, poor quality, excessive scrap, grievance, high employee turnover, fatigue, absenteeism, and introduction of new product or services, organizational changes concerned with manpower inventory for present and future needs.

Group level: While there is an emphasis on individual effectiveness, group processes and dynamics go along way in bringing cohesiveness among the employees. Hence, managing subordinate, art of delegation, bringing about inter- group process dependency, providing feedback, counselling, mentoring are some of the aspects that might prompt a training program.

Individual level: Training is required to improve performance. It is also required to modify undesirable behaviour. And, also to equip an individual with additional skills to meet the changing requirement.

3 Is of Training

Implement: whether he implements

Improving: whether there is any improvement in working

Innovation: whether he innovate his skills and his style

Issues in TRAINING NEEDS ASSESSMENT

Environment analysis: It deals with the business environment. It includes the political, cultural, social and economic aspects.

Organizational analysis: It includes

The analysis of objectives of the organization i.e. what is the vision and mission of the organization.

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The analysis of resource utilization i.e. what are the human and physical resources to the organization and how they are utilized.

The analysis of the climate of the organization i.e. the attitude of an employee towards organization, scan them to know what they want from the organization money, stability, experience, recognition etc.

Task analysis: It is a detailed examination of a job, its components, its various operations and conditions under which it has to be performed i.e. job description, job specification, performance standards etc.

Stage 2: Setting Training ObjectivesNeeds assessment helps prepare a blueprint that describes the objectives to be achieved by the trainee upon the completion of the training program. While objectives provide the input for designing the training program as well as for the measures of success that would help assess the effectiveness of the training program.

Below are some sample objectives: After training, the employee will be able to handle the irate and exhausted

customers.

After training, the employee will be able to accurately calculate mark down on all sales merchandise( e.g. 30%mark down)

Stage 3: Designing training programEvery training and development program must address certain vital issues –

Short listing of Trainees : A careful screening of candidates for training will raise the effectiveness of the training program. Trainees should be selected on the basis of self- nomination, recommendation of supervisors or by the HR department itself.

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Figure- 2 Steps in designing a training program

Who are the trainers: They can be immediate supervisors, co- workers, as in buddy systems, members of the HR staff, specialists in other parts of the company, outside consultants, industry associations, and faculty members at universities.

Who among these are selected to teach depends on where the program is held and the skill that is being taught.

What methods and techniques: There are various methods of training, which can be divided in to

Cognitive methods

Behavioural methods

Trainers need to understand the pros and cons of each method, also its impact on trainees keeping their background and skills in mind before giving training.

Cognitive methods are more of giving theoretical training to the trainees. The various methods under Cognitive approach provide the rules for how

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to do something, written or verbal information, demonstrate relationships among concepts, etc.

The various methods that come under Cognitive approach are:

Lectures It is one of the oldest methods of training. This method is used to create understanding of a topic or to influence behaviour, attitudes through lecture. A lecture can be in printed or oral form. It is telling someone about something. Lecture is given to enhance the knowledge of listener or to give him the theoretical aspect of a topic. When the trainer begins the training session by telling the aim, goal, agenda, processes, or methods that will be used in training that means the trainer is using the lecture method. It is difficult to imagine training without lecture format.

Demonstrations This method is a visual display of how something works or how to do something. As an example, trainer shows the trainees, how to perform or how to do the tasks of the job. In order to be more effective, demonstration method should be should be accompanied by the discussion or lecture method.

Discussions This method uses a lecturer to provide the learners with context that is supported, elaborated, explains, or expanded on through interactions both among the trainees and between the trainer and the trainees, which make it much more effective and powerful than the lecture method.

Discussion method is used with proper sequence i.e. lectures, followed by discussion and questioning, can achieve higher level knowledge objectives, such as problem solving and principle learning.

The Discussion method consists a two-way flow of communication i.e. knowledge in the form of lecture is

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communicated to trainees, and then understanding is conveyed back by trainees to trainer.

Computer based training (CBT ) With the worldwide expansion of companies and changing technologies, the demands for knowledge and skilled employees have increased more than ever, which in turn, is putting pressure on HR department to provide training at lower costs.

Figure 3: Benefits of computer based training

Behavioural methods are more of giving practical training to the trainees. The various methods under Behavioural approach allow the trainee to behaviour in a real fashion. These methods are best used for skill development.

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The various methods that come under Behavioural approach are:

Behaviour- modelling Behaviour Modelling uses the innate inclination for people to observe others to discover how to do something new.

In this method, some kind of process or behaviour is videotaped and then is watched by the trainees. The trainee first observes the behaviour modelled in the video and then reproduces the behaviour on the job.

Business games Business games are the type of simulators that try to present the way an industry or company subunit of a company functions.

Figure 4: benefits of business games

In the business games, trainees are given some information that describes a particular situation and are then asked to make decisions that will best suit in the favour of the company. And then

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the system provides the feedback about the impact of their decisions.

Business games simulate whole organization and provide much better perspective than any other training methods. They allow trainees to see how their decisions and actions impact on the related areas.

Case studies Case Studies try to simulate decision making situation that trainees may find at their work place. It reflects the situations and complex problems faced by managers, staff, HR, CEO, etc. The objective of the case study method is to get trainees to apply known concepts and ideologies and ascertain new ones. The case study method emphasize on approach to see a particular problem rather than a solution. Their solutions are not as important as the understanding of advantages and disadvantages.

Equipment stimulators Equipment simulators are the mechanical devices that necessitate trainees to use some actions, plans, measures, trials, movements, or decision processes they would use with equipment back on the their respective work place. It is imperative that the simulators be designed to repeat the physical aspects of equipment and operational surroundings trainees will find at their work place. This is also called as physical fidelity of the simulation. Besides that, the mental conditions under which the equipment is operated such as, increasing demands, pressure of time, and relationship with colleagues, subordinates, etc must also be closely matched to what the trainees experience on the work place.

Another Method is MANAGEMENT DEVELOPMENT METHOD –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.

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Management development method is further divided into two parts:A) On the job – training: It refers to method that is applied in the

workplace. This type of training is also known as job instruction training, is the most commonly used method. Under this method the individual is placed on a regular job and certain skills are taught that are necessary to perform that job. The trainee learns under the supervision and guidance of a qualified worker or instructor. On the job training has the advantage of giving first hand knowledge and experience under the actual working conditions. On the job training method include job rotation, coaching, job instruction or training through step-by-step and committee assignments.

a) Job rotation: Job rotation involves movement of trainee from one job to another. The trainee receives job knowledge and gains experience from the supervisors or trainers in each of different job assignment. This method gives on opportunity to the trainee to understand the problems of employees on other jobs and respect them.

b) Coaching: In coaching superior plays an active role in training the subordinate by assigning him challenging tasks. The superior acts as a coach in training the subordinate by assisting and advising him to complete the assigned task.

c) Job instruction: This method is known as training through step by step. Under “trainer explains trainee the way of doing job, job knowledge and skills and allows him to do the job. The trainer appraises the performance of the trainee, provides feedback information and corrects the trainee. The process or the steps under job instruction method are as follows Step1: Prepare the employee for instruction. Put him at ease. Explain the job and its importance. Get him interested in learning the job.Step 2: Present the job. Follow your breakdowns. Explain and demonstrate one step at a time – tell why and how? Stress key points. Instruct clearly and patiently. Give everything you will want back, but no more.Step 3: have him do the job. Have him tell why and how and stress key points. Correct errors and omissions as he makes them.

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Encourage him. Get back everything you gave him in the step 2. Continue until you know he knows.Step 4: Follow through. Put him on his own. Encourage questions. Check frequently. Let him know how he is doing. If the learner has not learnt, correct him and teach him repeatedly.

d) Committee assignment: Under committee assignment group of

trainees are given and asked to solve an actual organizational problems. The trainee solves the problem jointly. It develops teamwork.OFF the job – training: Under this method of training, trainee is separated from the job situation and his attention is focused upon learning the material related to his future job performance. Since the trainee is not distracted by the job requirements, he can place his entire concentration on learning the job rather than spending his time in performing it. Off – field job training methods are as follows:

1) Classroom method: Classroom method for training personnel includes lectures, discussions, role-playing and case study.

a) Lectures: It is common method to impart facts, concepts, principles etc to a large group at one time. The main advantage of lectures is that it can be used for a very large group at one time and there is low cost per trainee.

b) Discussion: Combining lectures with discussion eliminate the limitation of one-way communication. In this method the trainees interact with the lecturer and any doubts or misunderstanding of the concept and principles are cleared.

c) Case study: In this technique, an actual or hypothetical problem is presented to a training group for discussion and solution. It is important to note that the problem presented in cases usually does not have a single solution, but narrow mindedness of trainees is reduced as problem-solving ability is increased.

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2) Vestibule training: In this method, actual work conditions are simulated in the classroom. Material, files and equipments those are used in actual job performance are also used in training. This type of training is commonly used for training personnel for clerical and semi-skilled jobs. The duration of this training ranges from days to a few weeks.

3) Committee conference: Committees can be a method of training. The junior members of the committee can learn from the discussion and interaction with the senior member of the committee. The senior member can also learn from the opinions and views expressed by the junior members. Committees can serve the purpose of developing good social relations. In the case of conference, group discussions and the meetings are held to discuss various issues and to provide solutions to various problems. The chairperson leads the discussion and then the participants attempt to provide solutions. The conferences act as a group interaction and exchange of views and idea. It reshapes thinking and attitudes of the participants.

4) Reading, television and video instructions: Planned reading of relevant and current management literature is one of the best methods of management development. It is essentially a self-development program. A manager may be aided by training department, which often provide a list of valuable books. Also there are television program that are features towards management development. Videotapes are also available whereby important managerial discussions, debates and talks can be viewed and listened.

5) Role playing: It is defined as a method of human interaction that involves realistic behavior in imaginary situations. this method of training involves actions, doing and practice. The participants play the role of certain characters, such as production manager, mechanical engineer, superintendents, maintenance engineers, quality control inspectors, foreman, workers and the like. This method is mostly used for developing interpersonal interactions and relations.

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Training period : The length of the training depends upon skills to be acquired, trainees’ learning capacity and the availability of experts.

Training material : It is the basis for instruction, review and reference. It is the complete outline of the course and should be prepared with main topics included.

It should be easy and understandable and the material should be distributed in advance.

STAGE 4: IMPLEMENTATION OF TRAINING PROGRAMOnce the training program is designed, it needs to be implemented. It involves action on following lines:

Deciding the location and organizing training and other facilities.

Scheduling the training program

Conducting the program

Monitoring the progress of the trainees.

STAGE 5: EVALUATION OF TRAINING PROGRAMThe process of examining a training program is called training evaluation. Training evaluation checks whether training has had the desired effect. Since huge sums of money are spent on training and development, how far the program has been useful must be judged.

Purpose of training evaluationThe five main purposes of training evaluation are:

1. Feedback: It helps in giving feedback to the candidates by defining the objectives and linking it to learning outcomes.

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Figure 5: purpose of training evaluation

2. Research: It helps in ascertaining the relationship between acquired knowledge, transfer of knowledge at the work place, and training.

3. Intervention: It helps in determining that whether the actual outcomes are aligned with the expected outcomes.

4. Power: At times, the top management (higher authoritative employee) uses the evaluative data to manipulate it for their own benefits.

5. Control: It helps in controlling the training program because if the training is not effective, then it can be dealt with accordingly.

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Levels of evaluationEvaluation of training takes place at four levels: reaction, learning, behavior and results.

Figure 6: four levels of training evaluation

Process of training evaluationIt is comprised in three phases:

Pre- training evaluation: It includes:

1. Identification of training needs

2. Developing criteria of who should be sent for the training

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3. How many in what sequence

4. Evaluate performance standards

5. Evaluate training objective

6. Evaluate trainees’ profile

Evaluation during training

1. Evaluation of training inputs as curriculum and its sequencing

2. Evaluation of training process

3. Climate of training process

4. Relationship between trainees’ and trainer

5. Methods of training

Post training evaluation

1. Reaction of trainees through questionnaire etc.

2. Learning through written tests, performance tests etc.

3. Behaviour through performance appraisals by superior, peers, client, subordinate

4. Result through productivity, quality, turnover, costs, profits etc.

Techniques of EvaluationSeveral techniques are being used in firms. Some of them are:

Time- series analysis: measurements are taken before the program begins and are continued during and after the program is completed. These results are plotted on a graph to determine whether changes have occurred and remain as a result of the training- effort.

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Questionnaire: A questionnaire is send to the trainees after the completion of the program to obtain their opinions about the program’s worth.

Interviews: The opinions could also be obtained through interviews. It is to measure the knowledge or skills that employees possess at the commencement and completion of training. If the measurement reveals that the results after training are satisfactory, then the training may be taken as successful.

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TRAINING AND

DEVELOPMENT Types and Programs In

HCL TECHNOLOGIES LTD Business services

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BPO is Business Process Outsourcing. It is an agreement between two parties for specific business task. Job seekers prefer BPO’s over other sectors because it is providing high paying jobs to graduates/undergraduates. To deliver desired services to customer, who is 10,000 miles away or more than that, it is important to have good amount of business knowledge and required expertise.

Here, we will study: Reasons behind the increasing need of training in BPO industry

Areas covered in training programs

The types and programs of training provided in HCL

Evaluation of training in HCL

Challenges faced by training and development and strategies to overcome them.

1. REASONS BEHIND THE TRAINING NEED IN BPO INDUSTRY

BPO industry is expected to generate 6 million jobs by 2015, which is why training need has increased more than ever before.

High attrition rate in this sector reason being unsatisfied employee, monotonous work, neglected talent, inadequate know-how, etc.

Coming up of high profile BPOs.

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2. Areas covered in training programs

Customer care

Technical support

Payroll maintenance

Sales and Telemarketing

Finance and accounting

Human Resources

Back office work

Medical transcription

Research and analysis

3. Types and programs of training in HCL

NEW HIRE TRAINING(VOICE AND ACCENT) Voice and Accent training is conducted to ensure the trainees to have an accent which is neutral, so that they are able to converse well and can be understood easily by customers of different geographies.

The objective of this training program is to help participants understand and use a neutral English accent that can be easily understood by people from various cultures across the globe.

Training topics:

a. Accent neutralization

Identifying and dealing with mother tongue influence

Pronunciation

Vowel and Consonant sounds

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Intonation and syllable

Pausing for effect

b. Grammar

Subject verb agreement

Pronoun

Adjectives and Adverbs

Prepositions and Articles

Active and Passive

Tenses

Training durationIt is normally for 3 weeks.

Training methodology: It includes PowerPoint presentations, role plays, games and group activities.

Resources required Maximum number of participants is 25

Printed handouts for candidates

The Lcd projector and computer with CD and DVD drive

Folders/ files for trainees to store their information

Audio speakers

Pens and notepads for trainees

CULTURALTRAINING In today’s global village, Cross Cultural Training & Cultural Awareness Training aims to make participants

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aware & sensitive to the intricate differences in culture. This factor is of critical importance that constitutes good customer service.

Depending upon the market/geography (UK/US) the employee will be doing the work for, cultural sensitization training is given to ensure that there are minimal cultural gaps in the interaction with the customers. This ensures better customer experience.

The main objective is to aid participants in developing their skills to deal with global customers by helping them to understand:

The context of the business culture

Expectations of the customer

Protocols to be followed when working with customers of that culture

Training topics Cultural awareness

Understanding salient features of the culture of the clients

Learning their communication styles

Knowledge about their lifestyle, work environment

Making the first impression with your tone of voice, smiling, greetings, politeness and courtesy and the value of punctuality

Do’s and don’ts on the telephone

Taking and leaving messages

Training durationIt is generally for 1 week.

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Training methodology: PowerPoint is used to teach concepts and show movie clips

Role plays are used to understand different situations

Training is centred around experiential learning techniques

Process training This is the training in which all steps that have to be followed to do a task are taught. Trainees are taken through the process maps and are made to work on computer software applications that will finally be used by them when they get into production. At times training databases are used to make people practice on applications. Entire process knowledge which will equip an employee to answer queries, perform the work or where to look for information is given.

Training duration

It is typically for 4 – 8 weeks

Refresher training Some employees after going into production at times are unable to perform well. Their training needs are identified by monitoring their work and finding out their weak areas. Refresher trainings are arranged for specific areas to bridge the process knowledge gaps.

Soft skills training Soft skills training on specific process related requirements is given along with the Voice & Accent training. Negotiation skills, customer servicing skills, empathy etc. are imparted as per the requirement.

Conflict management Participants of this training gets improved in the areas of persuasion, negotiation, and assertiveness. This has, in turn, enhanced workplace conflict resolution, making them more effective managers.

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It comprises techniques for managers in an organization to resolve workplace conflict and build a common understanding and framework for working through challenging conflict situations.

7 Habits of highly effective people It covers the habits and the ways to behave so that one can be effective while dealing with the customers.

It teaches to be very proactive, think to achieve win- win situation etc.

4. EVALUATION OF TRAINING IN HCL

Measuring the effectiveness of training programs consumes valuable time and resources. Many training programs fail to deliver the expected organizational benefits. Having a well-structured measuring system in place can help you determine where the problem lies.

Consider also that the business environment is not standing still. Your competitors, technology, legislation and regulations are constantly changing. What was a successful training program yesterday may not be a cost-effective program tomorrow. Being able to measure results will help you adapt to such changing circumstances.

LEVELS OF EVALUATION

Evaluation of training takes place at four levels:

Reaction: It measures whether the employees appreciated the training and the facilities. It is measured in HCL after the completion of all the trainings given to employees.

Learning: It measures whether the employee know more than they did prior to undergoing training.

It is measured in all training whether its voice and accent, process or cultural etc

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Behaviour : It measures what employees do on the job after the training. It is measured through how an employee is performing when he hits the operational floor, how well he is able to converse with the customer and through the satisfaction level of the customer.

Results: It looks at the overall outcome of the training and the impact that the training has on productivity, efficiency, quality customer service.

PROCESS OF EVALUATION OF TRAINING PROGRAM AT HCL Pre- training evaluation: It includes:

Identification of training needs i.e. what would be the objective of the training

Then to arrange the students in a batch of 20- 25 and in what sequence

Letting the trainees know about the performance standards

Evaluation during training

Evaluation of training inputs as curriculum and its sequencing

Evaluation of training process, that how it is going on, training manager comes frequently to see the development in the candidates.

Voice and Accent training is evaluated in between the training and at the end of the training a final interview is conducted with the manager or the trainer.

Those who clear the training are sent for the cultural training and the rest to refresher training.

Then, at the end of the cultural training an oral test is conducted by the trainer.

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Then, in process training evaluation is done on a regular basis by the training manager as process knowledge is the crucial part of the training. Mock calls are practised with the trainers and the managers and the reporting team leader.

Then, other trainings are conducted as per the changing needs, and the performance of the candidates.

Methods of training are evaluated, training manager keeps an eye over the performance of the candidates during training program and if he does not see any improvement he asks to modify the training methods adopted.

Post training evaluation

Candidates are made to fill the feedback forms at the completion of

the training. Feedback is important to judge trainer’s effectiveness and to improve trainer’s performance on training delivery.

It is also used to carry out trainer’s appraisal.

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EMPLOYEES CAREER RELATED POLICIES IN HCL BSERV

ASPIRE policy for BIA: It is a career progression program for Business Intelligence and Analytics. It covers

1. E0 BAND: Operation employees from voice/blended and non- voice process

2. E1. 1 BAND: should have completed minimum of 12 months in the same band

3. Last appraisal rating should be ME and above

On successful completion of training, the employee would be transferred to BIA.SALARY SCALES WOULD BE AS PER THE BIA.

I- SHINE HCL IIMC PROGRAM: HCL Technologies Ltd. Has tied up with IIM Calcutta to run in- house certification program on general management for its employees so that they can pursue higher education while continue working with them.

After an employee successfully completes the program and continues to serve the organization for another 6 months, he becomes eligible to receive part reimbursement of the course fees.

HCL GRADS PROGRAM : It is a working scholarship program for undergraduates.

Its purpose is to attract and hire young 10+2 students and enhance their skills while providing them an enriching career as they gain work experience in the business service industry.It also aims to make positive contribution towards their education by sponsoring all/part of their education expenses incurred for courses pursued through HCL selected college/universities.

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FAST TRACKER POLICY: It provides an accelerated career progression path for team- members and enables them to be developed as and promoted to TEAM LEADERS.

IT ALSO ACTS AS A REWARD MECHANISM AND RETENTION TOOL FOR TOP PERFORMERS IN THE COMPANY.

RESEARCH METHODOLOGY Research Methodology is a term made up of two words, research & methodology. Research means search for knowledge. It is a scientific and systematic search for potential information on a specific topic. It is an art of scientific investigation. It is careful investigation or inquiry especially for search of new fact in any branch of knowledge.

Method of data collection Data can be of two types, primary and secondary data.

Primary data are those which are collected afresh and for the first time, and it is in original form. Primary data can be collected either through experiment or through survey. The researcher has chosen the survey method for data collection. In case of survey, data can be collected by any one or more of the following ways:

Observation

Questionnaire

Personal or Group Interview

Telephone survey

Communication with respondents

Analysis of documents and historical records

Case study

Small group study of random behavior

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The researcher goes for the questionnaire methods of data collection due to limited time in hand. While designing data-collection procedure, adequate safeguards against bias and unreliability must be ensured. Which ever method is selected, questions must be well examined and be made unambiguous. Researcher has examined the collected data for completeness, comprehensibility, consistently and reliability.

Researcher has also gathers secondary data which have already been collected and analyzed by someone else. He got various information from journals, historical documents, magazines and reports prepared by the other researchers.

For the present piece of research, I have used the following methods:

Questionnaire

Sample of the study

A sample design is a definite plan for obtaining a sample from the sampling frame. It refers to the technique or the procedure the researcher would adopt in selecting some sampling units from which inferences about the population is drawn. Sampling design is determined before any data are actually collected for obtaining a sample from a given population. The researchers must decide the way of selecting a sample.

There are various methods of sampling like systematic sampling, random

Sampling, deliberate sampling, mixed sampling, cluster sampling, etc. Among these methods of sampling researcher has used random sampling so that bias can be eliminated and sampling error can be estimated. Designing samples should be made in such a fashion that the samples may yield accurate information with minimum amount of research effort.

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REFERENCES• K Ashwathappa (2008) Human Resource Management, Tata

Mc-Graw Hill (143-190)

• Allan Pepper (1999) A Handbook on Training and Development

Online published material on worldwide web

• www.hrmguide.net

• www.hclbpo.com

• www.google.com

• www.hclbpo.net

• www.naukrihub/traininganddevelopment.com

• Wikipedia

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HCL BSERVCorporate Overview

HCL - Snapshot

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