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8/14/2019 Training Program to Eliminate Clients Misconception...
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Training Program to eliminate clients misconceptions about life
insurance policy: A Group project submitted to American
International University-Bangladesh
Prepared and submitted by-
A research paper Submitted to Mr. A. K. Nazmul, Assistant Professor, AmericanInternational University-Bangladesh, in partial fulfillment of
the requirements for Training and Development Course.
Name- Umma Sumaia
ID 05-0595-2
Name Khandaker Faria
ID 06-07116-2
Name Akhtar Naznin
ID 06-06691-2
Name Khan MD Saquib
ID 07-07642-1
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Spring 2008
Dhaka, Bangladesh
April 27, 2009
To:
Mr. A.K.Nazmul
Assistant Professor
American International University BangladeshBanani, Dhaka
Subject: Letter of Transmittal
Dear Sir,
Attached please f ind the Group Project Report on ``Training program to
eliminate cl ients misconceptions on l ife insurance policy that you have
ass igned us to prepare. We the group members have collected var ious
primary data and accumulated workable secondary data from internet andbooks. We have coiled those data furnished through this report . I t wil l be
s t il l a unique scope for us to learn more about the subject by clar i fying
any observations if you have arising from the paper.
We are grateful to you for your cont inuous guidance in prepar ing the
Group Project Report.
Sincerely yours,
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KHAN , MD.S AQ UI B KHANDAKER FARIA
AKHTAR NAZNIN UMMA SUMAIA
ACKNOWLEDGEMENT
We would l ike to express ou r g ra t i tude to the employees o f
American Li fe Insurance Company Limi ted and themanagement of AIUB for providing us a use fu l and
c o mfo r ta b le l e arn in g e n vi ron men t . We w o ul d a l so l i ke t o
t ha nk o ur c ou rs e i ns tr uc to r M r. A .K . N az mu l, A ss is ta nt
Pro fesso r, Amer ican In te rna t iona l Un ive rs i ty Bang ladesh
fo r h i s k i n d , c o n t i n u o u s g u i d a n c e a n d r e l e n t l e s s e f fo r t s t o
make our Group Pro jec t Report a worth one . We bel ieve tha t
fo r h i s e f fo r t and gu idance we wi l l be ab le to p repa re a rea l
t ra in ing program working in an organiza t ion .
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Table of Contents:
Contents
1. Introduction to the Organization5
Regional Office
ALICO BDBusiness Operations
ALICOs Contribution to the Society
2. Introduction to the Study7
Scope of the Study
Methodology
3. Needs Assessment..9
Why needs assessment necessary
Methods used in needs assessmentOrganizational Analysis
Person Analysis
Task Analysis
4. Ensuring Employees Readiness of Training..14
5. Creating a Learning Environment.14
6. Ensuring Transfer of Training...15
7. Developing an Evaluation Plan.15
8. Selecting Training Method15
9. Implementation..16
10. Monitoring and Evaluating the Program.....17
11. Conclusion...17
.
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12. Appendix-A: Survey Report Questionnaire18
Evaluation of program
13. Bibliography20
Introduction to the Organization [ 1 ]
A me ri ca n L if e I ns ur an ce C om pa ny ( AL IC O) , a s ub si di ar y o f
A m er i ca n I n te r na t io n a l G r o u p , I n c. ( A IG ) , i s o n e o f t h e l a rg e stI nt er n at io n al L if e i ns ur an c e c o mp an ie s i n t h e w o rl d. A LI CO s
b r a n c h e s a n d s u b s i d i a r i e s m a r k e t a w i d e r a n g e o f l i f e a n d h e a l t h
i n su r an c e p r od u ct s , i n cl u di n g t r ad i ti o na l , v a ri a bl e u n iv e rs a l a n d
c r ed i t l i fe i n su r an c e , a s w e ll s u pp l e me n t al m e d ic a l a n d p e rs o na l
a c c i d e n t p r o d u c t s , h e a l t h a n d h o s p i t a l i z a t i o n i n s u r a n c e , g r o u p l i f e ,p e n s i on s a n d a n n u i t i e s t h r o u g h a v a r i et y o f c h a n n e ls . T h e c o m p a n y
o p e r a t e s i n m o r e t h a n 1 3 5 c o u n t r i e s a n d r e g i o n s a r o u n d t h e w o r l di nc l ud i ng J apan , Eur ope , t he Mi dd l e Eas t , S ou t h As i a , La t i n Amer i ca
and t he Car i bbean .
Regional Off ice :
T h e r e g i o n a l o f f i c e o f t h e c o m p a n y a t S h a r j a h , D u b a i , o v e r s e e s t h e
a d m i n is t r a ti v e a n d b u s i ne s s a f f ai r s o f A l i c o B a n g l a d e s h. I t i n v e st si t s e nt ir e in ve sta bl e s ur pl us l oc al l y, mo st ly in g ov ern me nt
s e c u r it i e s/ b a n k s a n d s h a r e s/ s t oc k s o f c o m p a n ie s , t h e r eb y a l l o wi n gus age o f i t s p r ogr es s i ve l y i nc r eas i ng f und i n s uch pub l i c i n t e r es t s a si nf ra st ru c tu re d ev e lo p me n t, i nd u st ri al is at io n a n d e mp lo ym en t
gener a t i on .
ALICO BD:
A m e r i c a n L i f e I n s u r a n c e C o m p a n y ( A l i c o B a n g l a d e s h ) s t a r t e d f u l ls e r v i ce b r anch ope r a t i ons i n Bang l ades h on 15 J anuar y 1974 and has
s in c e t he n b ee n m ar ke ti ng i nd i vi du al a nd g ro u p l if e i ns ur an ce
p r o d u c ts u n d e r t h e I n s u ra n c e A c t 1 9 3 8 , I n s u r a n c e R u l e s 1 9 5 8 , a n d
o t h e r a p p l i c a b l e l a w s . A l i c o , i n c o rp o r a t e d i n 1 9 2 1 i n W i l m in g t o n ,D e l a w ar e , U S A , i s t h e l a r g e s t i n t e r n a ti o n a l l i f e i n s u ra n c e C o m p a n y
i n t h e w o r l d. I t i s a m e m b er c o m p a n y o f t h e A m e ri c a n I n t e r n a ti o n a l
G r o u p ( A I G ) t h a t o p e r a t e s l i f e i n s u r a n c e b u s i n e s s e s i n m o r e t h a n1 35 c ou nt ri es . A me ri ca n L if e I ns ur an ce C om pa ny B an gl ad es h
( r e f er r e d t o a s t h e c o m p a n y h e r e a f te r ) r u n s i t s b u s i n e s s t h r o u g h i t s
a g e n c y o f f i c e s s c a t t e r e d m o s t l y i n b i g c i t i e s s u c h a s D h a k a ( 4 3 ) ,
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Chi t t agong ( 9 ) and Khu l na ( 3 ) . Over 7 ,900 ca r ee r agen t s a r e wor k i ng
f o r t h e c o mp a n y. T h e c o m p a n y h a s a t r ai n ed a n d d e d ic a t ed w o rk
f o r ce o f 240 empl oy ees i n Bang l ades h .
Business operat ion:
N e t p r e m i u m i n c o m e r e c e i ve d b y t h e c o m p a n y f r o m d i r e c t b u s i n e s s
i n 1 99 9 w as T k 1 , 89 6 .7 5 m il l i on a s a ga in st T k 2 1. 1 2 m il l i on i n1 9 81 . T he f ig ur es i nc lu d e b ot h n e w o r f ir st y ea r p re mi um s a nd
r enewa l p remiu ms de r iv ed f r o m i t s v ar i ous l i f e i n s u ran ce
p l an s /s c h em e s s u ch a s o r di n ar y l if e p o li c ie s , p e rs o na l a c c id e nt
p r o t e c ti o n , g r o u p l i f e , g r o u p m e d i c al , a n d o r d i n ar y t e r m i n s u r a n c e .R e - i n su r a n c e p r e m i u m p a i d b y t h e c o m p a n y t o i t s r e - i n s ur e r a b r o a d
was Tk 0 .3 2 mi l l io n in 199 9, when i t p aid a n et a moun t o f commi s s i on o f Tk 333 .94 mi l l i on . Ne t c l a i ms s e t t l ed by t he company
dur i ng t he y ea r amoun t ed t o Tk 75 .11 mi l l i on .
A p a r t f r o m n e t p r e m i u m i n c o m e d e r i v e d f r o m d i r e c t l i f e i n s u r a n c e bus i nes s , t he company ea r ned Tk 514 .81 mi l l i on i n 1999 as i n t e r es t ,
d i v i d e nd , a n d r e n t i n c o m e . M a j o r i n v e s t m e n ts o f t h e c o m p a n y w e r e
i n s ho rt t er m d ep os it s w it h b an k s, n a ti on a l i nv es tm en t b on d s,P r a t i r akkha S anchay a P a t r a , s ha r es o f compan i es , I CB- mut ua l f unds ,
po l i cy l oans t o ho l de r s , f i xed depos i t s and pe r manen t i nves t men t i n
r e a l e s t a t e . T h e a s s e t s o f t h e c o m p a n y w e r e v a l u e d a t T k 5 , 9 0 0 . 2 7m i l l io n a n d t h e r e v e n u e s u r p l u s s t o o d a t T k 1 , 0 4 2 . 2 9 m i l l i o n i n t h e
r e f e r ence y ea r.
ALICOs contr ibut ion to the soc ie ty :
A L IC O p l a ys a n i m po r ta n t r o l e i n t h e e c o n o m y o f B a n gl a de s h. I t s
a s s e t s i n B a n g l a d e s h c u r r e n t l y e x c e e d T K . 2 , 1 0 0 C r o r e w i t h m o r et h a n 7 , 9 0 0 c a r e e r a g e n t s a n d m o r e t h a n 2 4 0 d e d i c a t e d e m p l o y e e s ,
ALI CO i s a ma j o r empl oy er i n t he coun t r y.
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Introduction to the study [ 2 ]
Tr ai ni ng r ef er s t o p la nn ed e ff or t b y a c om pa ny t o f ac il it at e
e mp lo ye es l ea r n in g o f j ob re l a ted compe tenc i es . Thes ec o mp e te nc ie s i nc lu d e k no w le dg e , s ki ll s, o r b eh a vi or s t ha t a re
c r i t i c a l f o r s u c c e s s f u l j o b p e r f o r m a n c e . T h e g o a l o f t r a i n i n g i s f o r
empl oy ees t o mas t e r t he c r i t i ca l f o r s ucces s f u l j ob pe r f o r mance . The
goa l o f t r a i n i ng i s f o r empl oy ees t o mas t e r t he knowl edge , s k i l l , and
b e h av i o rs e m ph a si z ed i n t r ai n in g p r og r am s a n d t o a p p ly t h e m t ot h e i r d a y - t o - d a y a c t i v i t i e s . R e c e n t l y i t h a s b e e n a c k n o w l e d g e d t h a t
t o g a i n a c o m p e t i t i v e a d v a n t a g e , t r a i n i n g h a s t o i n v o l v e m o r e t h a n j us t b as ic s ki ll d ev e lo p me n t. T h is i s t o u se t ra in in g t o g ai n a
c o m p e t i t i v e a d v a n t a g e ; t r a i n i n g s h o u l d b e v i e w e d b r o a d l y a s a w a y
t o c r ea t e i n te l le c t ua l c a p it a l. I n te l le c tu a l c a p it a l i n c lu d e s b a si cs k i l l s ( s k i l l s needed t o pe r f o r m one s j ob ) , advanced s k i l l s ( s uch as
h o w t o u s e t e c h n o l o g y t o s h a r e i n f o r m a t i o n w i t h o t h e r e m p l o y e e s ) ,
an under s t and i ng o f t he cus t omer o r manuf ac t u r i ng s y s t em, and s e l f -
mot i va t ed c r ea t i v i t y.
T he t ra in in g d es ig n p ro ce ss r ef er s t o a s ys te m at ic a p pr oa c h f or deve l op i ng t r a i n i ng p r ogr ams . Ther e a r e s even s t eps i n t h i s p r oces s .S te p 1 i s t o c o nd uc t a n ee ds a ss es sm en t, w hi ch i s n ec es sa ry t o
i d e n t i f y i f t r a i n i n g i s n e e d e d . S t e p 2 i s t o e n s u r e t h a t e m p l o y e e s
h a v e t h e m o t i v a t i o n a n d b a s i c s k i l l s n e c e s s a r y t o m a s t e r t r a i n i n gc o nt en t . S te p 3 i s t o c re a te a l ea rn in g e n vi ro n me n t t ha t h a s t he
f ea t u r es neces s a r y f o r l ea r n i ng t o occur . S t ep 4 i s t o ens u r e t ha t has
t he f ea t u r es neces s a r y f o r l ea r n i ng t o occur . S t ep 4 i s t o ens u r e t ha tt r a i n ee s a p p l y t h e t r a i n i n g c o n t e n t o n t h e i r j o b s . T h i s s t e p i n v o lv e s
h a v i n g t h e t r a i n e e u n d e r s t a n d h o w t o m a n a g e s k i l l i m p r o v e m e n t a s
w e l l a s g e t t i n g c o w o r k e r a n d m a n a g e r s u p p o r t . S t e p 5 i s t o d e v e l o p
a n e va lu at i on p la n. D ev elo pin g a n e va lu at io n p la n i nc lu de si den t i f y i ng wha t t y pes o f ou t comes t r a i n i ng i s expec t ed t o i n f l uence
( f or e x a mp l e, l e ar n in g , b e h av i or, s k il l s) , c h o os i ng a n e v al u a ti o n
d e si g n t h at a l lo w s y o u t o d e te r mi n e t h e i n f l ue n c e o f t r ai n in g o nt he se o ut co me s, a n d p la nn i ng h ow t o d em on st ra te h ow t ra in in g
a ff e c ts t h e ` ` bo t to m l i ne ( th a t i s u s in g c o st b e n ef i t a n a ly si s t o
d e t e r m i n e t h e m o n e t a r y b e n e f i t s r e s u l t i n g f r o m t r a i n i n g ) . S t e p 6 i s
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t o c h o o s e t h e t r a i n i n g m e t h o d b a s e d o n t h e l e a r n i n g o b j e c t i v e s a n d
l e a r n i n g e n v i r o n m e n t . T h i s s t e p m a y i n c l u d e a t r a d i t i o n a l t r a i n i n g
met hod o f f ace t o f ace i n t e r ac t i on wi t h a t r a i ne r o r e - l ea r n i ng us i ngC D - R O M o r w e b b a s e d t r a i n i n g . S t e p 7 i s t o e v a l u a t e t h e p r o g r a m
a n d m a k e c h a n g e s i n i t o r r e v i s i t a n y e a r l i e r s t e p s i n t h e p r o c e s s t o
i m p r o v e t h e p r o g r a m s o t h a t l e a r n i n g , b e h a v i o r , c h a n g e a n d o t h e r l ea r n i ng ob j ec t i ves a r e ob t a i ned .
T h e p r i m a r y o b j e c t i v e s o f ALICO i s t o s e l l a s m u c h a s i n s u r a n c e p o li c y a s p o ss i bl e . T h e c o mp a n ys p r o du c t i s i n su r an c e p o li c y.
Ther e f o r e t he i r bus i nes s i s d i f f e r en t t han o t he r i ndus t r i e s .
ALICO B D h a s 1 3 0 a g e n c i e s i n B a n g l a d e s h . E v e r y a g e n c y h a s am a n g e r . T h e m a n a g e r s r e s p o n s i b i l i t y i s t o m a n a g e t h e e m p l o y e e s
and encour ag i ng t hem t o s e l l mor e p r oduc t s . The money ga i ned f r om
p re mi um s i s i nv es te d i n N IB o f B an gl ad es h B an k. I n A LI CO ,w h e n e v e r a p e r s o n j o i n s t h e c o m p a n y , a b a s i c t r a i n i n g i s g i v e n t o
h i m . L a t e r w o r k i n g i n t h e p r a c t i c a l e n v i r o n m e n t , w h e n t h a t p e r s o n
i m p r ov e s h i s / h e r s k i l l s h e / s h e h a s w i d e o p p o r t u n i ti e s t o p a r t i ci p a t ea n y o n g o i ng t r a in i n g p r o g r a m s . T h e i n f o rm a t i on o n c u r r e n t t r a i n in g
p r og r a ms c a n b e f o un d o n n o ti c e b o ar d s a n d c o mp a n y w e b - s it e s.
ALI CO i s a f u l l y d i g i t a l i zed ; member s he r e can s ee t he i r p r o f i l e andc h e c k i n d i v i d u a l p e r f o r m a n c e . T h e c o m p a n y h a s a l e a d e r s c l u b , i n
whi ch 20% t he agen t s a r e cons i de r ed bes t pe r f o r mi ng agen t s . ALI CO
h a s p r o f e s s i o n a l t r a i n e r s i n t h e f i e l d , t h e y n o r m a l l y h i r e i n h o u s e
t ra in e rs b u t s o me t im es t he y i nv it e f or ei gn t ra in e rs t o t ra in t het r a i ne r s .
Scope of the s tudy:
I n t h i s t r a i n i n g p r o g r a m d e s i g n w e w a n t t o t r a i n t h o s e c o n s u l t a n t s
w h o a r e h a v in g p r ob l em s i n s e ll i ng t h e p o li c ie s . A l t ho u g h t h es e p ro fe ss io na ls h a s a t te nd e d t he b as ic t ra in i ng p ro gr a ms b e fo re
j o i n i n g , b u t t h e y a r e s t i l l f a c i n g p r o b l e m s i n d e a l i n g w i t h v a r i o u s
c l ie n ts m i sc o n ce p ti o ns a b ou t l i fe i n su r an c e p o li c ie s . B e c au s e t h e p ub li c mi sc on ce pt io n i s a p ro ble m c an t b e h an de d w it ho ut
e x pe ri en ce . T he c on su lt an ts s ho u ld b e g iv en a b as ic k no wl ed g e
a b o ut t h e t y pe s o f m i sc o nc e p ti o ns a n d a n i n te l li g en t a p p ro a c h o f
c l ea r i ng i t t h r ough d i a l ogues .
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1 s o u r c e : W W W . . A L I C O : A n A I G C o m p a n y . c o m 2 N o e , E m p l o y e e T r a i n i n g a n d D e v e l o p m e n t
Methodology:
I n o r d e r t o p r e p a r e a t r a i n i n g p r o g r a m f o r t h e c o m p a n y , w e h a v e
made s ome neces s a r y a r r angement s f o r i n f o r mat i on .
P r i mary Source: We h a v e a p pr o ac h e d t o a n I n su r an c e C o ns u lt a nt
and he p r ov i ded us s ome gener a l i n f o r mat i on abou t t he company . Bu t
i n o r d e r t o g e t r a w i n f o r m a t i o n w e h a v e t o c o n d u c t a n e m p l o y e e
s u r v e y w h i c h r e q u i r e s a n a p p r o v a l f r o m t h e h e a d o f t h e t r a i n i n gd ep ar tm en t, s in ce s om e o f t he d at a i s s en si ti ve . We w il l a ls o
i nt er vi ew t he H e ad o f t he t ra in in g d e pa rt me n t t o f in d v al ua b le
i n f o r mat i on .
Secondary Source: We h a v e c o l l e c t e d s o m e p a p e r s w h i c h d e a l w i t h
t h e t r a i n i n g p r o g r a m d e s i g n . W e h a v e a l s o s e a r c h e d t h e c o m p a n yweb s i t e f o r i n f o r mat i on ( ht tp : / /www.a l ico .com) and Bang laped ia .W e w i l l a l s o l o o k f o r t h e H o me p a g e f o r A m e r i ca n S o c ie t y f o rTr a in in g a n d D e v e lo pm e n t , a c c e s s t o T r a i n i n g a n d D e v e l o p m e n t www.astd .org
Need Assessment: [ 3 ]
N e e d a s s e s s m e n t r e f e r s t o t h e p r o c e s s u s e d t o d e t e r m i n e w h e t h e r t r ain in g i s n ec es sa ry. N ee d a ss ess me nt t yp ic al ly in vo lv es
o rg an iz at io na l a na lys is , a nd t as k a na lys is . A n o rg an iz at io na l
ana l y s i s i nvo l ves de t e r mi n i ng t he appr opr i a t enes s o f t r a i n i ng , g i vent he company s bus i nes s s t r a t egy, i t s r e s our ces ava i l ab l e f o r t r a i n i ng ,
a n d s u p p o r t b y m a n a g e r s a n d p e e r s f o r t r a i n i n g a c t i v i t i e s . P e r s o n
a n al ys is h el ps t o i de nt i t y w h o n ee ds t ra in i ng . P er so n a na l ys is
i n v o l v es ( 1 ) d e t e r mi n i n g w h e t h er p e r f o rm a n c e d e f i ci e n c i e s r e s u l t
f r om a l ack o f knowl edge , s k i l l , o r ab i l i t y ( a t r a i n i ng i s s ue ) o r f r oma m o t i v a t i o n a l o r w o r k - d e s i g n p r o b l e m , ( 2 ) i d e n t i f y i n g w h o n e e d s
t r a i n i ng , and ( 3 ) de t e r mi n i ng empl o y ees r ead i nes s f o r t r a i n i ng . Tas k a n a ly si s i d en t if i es t h e i m po r ta n t t a sk s a n d k n ow l ed g e , s k il l , a n d
b e h a v i o r s t h a t n e e d t o b e e m p h a s i z e d i n t r a i n i n g f o r e m p l o y e e s t o
compl e t e t he i r t a s ks .
9
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Why needs Assessment Necessary: [ 4 ]
Need as s es s men t i s t he f i r s t s t ep i n t he i ns t r uc t i ona l des i gn p r oces s ,
and i f i t i s no t p r ope r l y conduc t ed any one o r mor e o f t he f o l l owi ng
s i t ua t i ons cou l d occur .
Tr a i n i ng may be i ncor r ec t l y us ed as a s o l u t i on t o a
pe r f o r mance p r ob l em ( when t he s o l u t i on s hou l d dea l w i t h
empl oy ee mot i va t i on , j ob des i gn , o r a be t t e r communi ca t i on o f pe r f o r mance expec t a t i ons ) .
Tr a i n i ng p r ogr ams may have t he wr ong con t en t , ob j ec t i ves o r
me t hods .
Tr a i nees may be s en t t o t r a i n i ng p r ogr ams f o r wh i ch t hey do
no t have t he bas i c s k i l l s , p r e r equ i s i t e s k i l l s , o r conf i dence
needed t o l ea r n .
Tr a i n i ng wi l l no t de l i ve r t he expec t ed l ea r n i ng , behav i o r
change , o r f i nanc i a l r e s u l t s t ha t company expec t s .
Money wi l l s pen t on t r a i n i ng p r ogr ams t ha t a r e unneces s a r y
becaus e t he y a r e un r e l a t ed t o t he company s bus i nes s s t r a t egy.
T he re a re m an y p re ss ur e p oi nt s t ha t s ug ge st t ha t t ra in in g i s
neces s a r y. Thes e p r es s u r e po i n t s i nc l ude pe r f o r mance p r ob l ems , new
t e c h n o lo g y, i n t e rn a l o r e x t e r n al c u s to m e r r e q u e s t s f o r t r a i n i n g , j o br edes i gn , new l eg i s l a t i on , and changes i n cus t omer p r e f e r ences , new
p r o d u c t s , a n d o r t e m p l o y e e s l a c k o f b a s i c s k i l l s . N o t e t h a t t h e s e
p r es s u r e po i n t s do no t gua r an t ee t ha t t r a i n i ng i s t he co r r ec t s o l u t i on .F or e xa mp le , a d el iv er y t ru ck d ri ve r w ho se j ob i s t o d el iv er
a n e s t h e t i c g a s e s t o m e d i c a l f a c i l i t i e s . T h e d r i v e r m i s t a k e n l y h o o k s
u p t he s up pl y l in e o f a m il d a ne st he ti c t o t he s up pl y l in e o f ah o sp it al s o x yg e n s ys te m, c o nt am in a ti ng t he h o sp it a ls o x yg e n
s u p p l y . W h y d i d t h e d r i v e r m a k e t h i s m i s t a k e , w h i c h i s c l e a r l y a
p e rf or ma n ce p ro b le m? T h e d ri ve r m ay h a ve m ad e t hi s m is ta k e b e c a u s e o f a l a c k o f k n o w l e d g e a b o u t t h e a p p r o p r i a t e l i n e h o o k u p
f o r t he anes t he t i c , becaus e o f anger ove r a r eques t ed s a l a r y i nc r eas e
t h a t t h e d r i v e r s m a n a g e r r e c e n t l y d e n i e d , o r b e c a u s e o f m i s l ab e l e d
v a l v e s f o r c o n n e c t i n g t h e g a s s u p p l y . O n l y t h e l a c k o f k n o w l e d g e
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c a n b e a d d r e ss e d b y t h e t r ai n i n g. T h e o t h e r p re s s u re p o i n t s r eq u i r e
a d d r e s s i n g i s s u e s r e l a t e d t o t h e c o n s e q u e n c e s o f g o o d p e r f o r m a n c e
or t he des i gn o f t he wor k env i r onment .
3
N o e , E m p l o y e e T r a i n i n g a n d D e v e l o p m e n t4 N o e , E m p l o y e e T r a i n i n g a n d D e v e l o p m e n t
Methods used in Needs Assessment: [ 5 ]
Observat ion: Obs er va t i ons gene r a t e da t a wh i ch a r e r e l evan t t o wor k
e n v ir o n me n t. I t m i ni m iz e s i n te r ru p ti o n t o w o rk . B u t i t r e qu i re s
s k i l le d o b s e r ve r a n d e m p l o ye e s b e ha v i o r m a y b e a f fe c t e d b y b e i n gobs e r ved .
Quest ionnaires : Q ue st io n na ir es a re i ne x pe ns iv e t o o pe ra te a n dt h e r e f o r e c a n c o l l e c t d a t a f r o m a l a r g e n u m b e r o f p e r s o n s . B u t i t
r equ i r e s t i me and s omet i mes p r ov i des i nappr opr i a t e r e s pons es .
Interv iews: I n t e r v i e w s a r e g o o d a t u n c o v e r i n g d e t a i l s o f t r a i n i n g
n e e d s a s w e l l a s c a u s e s a n d s o l u t i o n s o f p r o b l e m s . I t c a n e x p l o r e
u n a nt i ci p at e d i ss u es t h at c a me u p a n d t h e re f or e q u es t io n s c a n b e
modi f i ed . Th i s me t hod i s t i me cons umi ng , d i f f i cu l t t o ana l y ze , needss k il l ed i n te r vi e we r, c a n b e t h re a te n in g t o S ME s a n d d i ff i cu l t t o
s chedu l e .
F o c u s g r o u p s : I t i s u s e f u l w i t h c o m p l e x a n d c o n t r o v e r s i a l i s s u e s
t ha t one pe r s on may be unab l e o r unwi l l i ng t o exp l o r e . Ques t i on can
b e m o di f ie d t o e x pl o re u n an t ic i pa t ed i s su e s. T h is m e th o d i s t i mec o n s u mi n g t o o r g a ni z e , g r o u p m e m b e r s o n l y p r o v id e s i n f o r ma t i o n
t hey t h i nk t hey p r ov i de t he i n t e r v i ewer wan t t o hea r . Gr oup member s
m a y b e r e lu c ta n t t o p a rt i ci p at e i f s t at u s d i ff e re n ce e x is t s a m on gmember s .
Documentat ion: I t i s g o o d s o u r c e o f i n f o r m a t i o n o n p r o c e d u r e a n d
g o od s ou rc e f or t as k i nf or ma ti on . B u t u n de rs ta nd in g t ec h ni ca ll anguage may be d i f f i cu l t .5 N o e , E m p l o y e e T r a i n i n g a n d D e v e l o p m e n t
We w il l f ol lo w i nt er vi ew s a nd o bs er va ti on s t o c on du ct n ee ds
as s es s men t .
Needs As s es s men t t y p i ca l l y i nvo l ve :
Or gan i za t i ona l ana l y s i s
P er s on ana l y s i s
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Task analys i s
Organizat ional analys is :
O r g a ni z a t io n a l a n a l ys i s i n v o l ve s i d e n t if y i n g w h e t h er s u p p o rt s t h e
c om pa nys s tr at eg ic d ir ec ti on ; w he th er m an ag er s, p ee rs , a ndempl oy ees s uppor t t r a i n i ng ac t i v i t y ; and wha t t r a i n i ng r e s our ces a r e
ava i l ab l e . S ome combi na t i on o f document a t i on , i n t e r v i ews , o r f ocus
g r o u p s o f m a n a g e r s a n d i n d i v i d u a l s i n t h e t r a i n i n g f u n c t i o n s h o u l dbe us ed t o ans wer t hes e ques t i ons . [ 6 ]
O u r t r a i n i n g p r o g r a ms m a i n i n t e n ti o n i s t o h e l p t h e n e w l y r e c r u i t s .
T he t ra in in gs m ai n p ur po se i s t o p ro vi de t he a ge nt s w it h t hek n o wl e dg e o n p r os p ec t s m i su n d er s ta n d in g s a b ou t l i fe i n su r an c e
po l i c i e s and how t o p r ov i de co r r ec t i ve and s k i l l f u l ac t i ons . I n o r de r
t o know whe t he r t r a i n i ng wi l l he l p t hem i mpr ov i ng t he pe r f o r mance ,we have t o conduc t o r gan i za t i on ana l y s i s .
A ft er c on d uc ti ng t he a na l ys is , w e h a ve f in d t ha t A LI CO s m ai ns t r a t e g y i s t o p r o d u c e a s k i l l e d a n d m o t i v a t e d a g e n t s w h o w i l l b e
s e l l i n s u r a nc e p o l i c i e s t o t h e p r o s p e c t s a n d e x p a n d t h e b u s i n es s . I n
o r de r t o do t h i s t r a i n i ng i s r equ i r ed . Ever y y ea r ALI CO s pends hugea m o u n t s o f m o n e y o n t r a i ni n g . T h e c o m p a n y' s t r a in i n g d e p a r t m e n t ss i tu a te d i n h e ad q u ar t er. T h e y f o ll o w v i rt u al t r ai n in g m o de l . T h i s
m e a n s i f a n a g e n t i s c o n c e r n e d a b o u t h i s / h e r d e v e l o p m e n t w a n t s t o
a t te n d a t ra i ni n g p r og r a m, s u ch a s ` ` ma n a gi n g c o rp o ra t e s a le s h e / s h e c a n c o n s u l t w i t h t h e a g e n c y m a n a g e r o r s e n d a n a p p l i c a t i o n
d ir ec tl y a t h ea d qu a rt er. T h e i de a i s t ha t e v er yo n e s ho u ld h as t o
i d e n t i f y t h e i r w e a k n e s s a n d s h o u l d b e r e s p o n s i b l e f o r h i s / h e r o w ns k i l l deve l opment .
I n t h i s o r g a n i z a t i o n e v e r y o n e n o r m a l l y s u p p o r t s t r a i n i n g w h i c h i s
r e l a t ed wi t h t o i mpr ov i ng s a l e s ac t i v i t y . Becaus e t he i r commi s s i on i sbas ed on t h e number o f po l i c i e s t hey s e l l .
Person analys is :
P e r s on a n a l ys i s h e l p s t o i d e n t if y e m p l o y e e s w h o n e e d t r a i n i n g, t h a t
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i s , whe t he r cu r r en t pe r f o r mance o r expec t ed pe r f o r mance i nd i ca t e s a
need f o r t r a i n i ng . The need f o r t r a i n i ng may r e s u l t f r om t he p r es s u r e
po i n t s . Read i nes s f o r t r a i n i ng r e f e r s t o whe t he r ( 1 ) empl oy ees havet he p er so na l c ha ra ct er is ti cs ( ab il it y, a t t it ud es , b el ie fs , a nd
m o t i v at i o n s ) n e c e ss a r y t o l e a r n p r o g r a m c o n t e n t a n d a p p l y i t o n t h e
j o b a n d ( 2 ) t h e w o r k e n v i r o n m en t a l w i l l f a c i li t a t e l e a r n i ng a n d n o ti n t e r f e r e wi t h pe r f o r mance . Th i s p r oces s i nc l udes eva l ua t i ng pe r s on
char ac t e r i s t i c s , i npu t , ou t pu t , cons equences , and f eedback . P e r s ona l
cha r ac t e r i s t i c s r e f e r t o t he empl oy ees knowl edge , s k i l l , ab i l i t y , anda t t i t u d e s . I n p u t r e l a t e s t o t h e i n s t r u c t i o n s t h a t t e l l e m p l o y e e s a r e
g i v e n t o h e l p p e r f o r m . I n p u t a l s o r e f e r s t o t h e r e s o u r c e s t h a t t h e
e mp lo ye e s a re g iv en t o h el p t he m p er fo r m. T he se r es ou rc e s a re
e q u i p m e n t , t i m e , o r b u d g e t . O u t p u t r e f e r s t o t h e j o b s p e r f o r m a n c es ta nd ar ds . C on se qu en ce s r ef er t o t he t yp e o f i nc en ti ve s t ha t
e mp lo ye e s r ec ei v e f or p e rf or mi n g w el l. F ee db ac k r ef er s t o t he
i nf or ma ti on t ha t e mp lo ye es r ec ei ve w hi le t he y a re p e rf or mi ng .
M ot iv at io n t o l ea rn i s t ra in ee s d es ir e t o l ea rn t he c on te nt o f t r a i n i ng p r ogr ams . [ 7 ]
I n A LI CO , th er e a re 7 ,9 00 c ar ee r a ge nt s . In it ia ll y w he n a n
i nd iv id ua l j oi ns t he o rg an iz at io n, h e/ sh e w or ks a s t em po ra ry
r e c r u i t s . I n o r d e r t o s t a y i n t h e o r g a n i z a t i o n h e / s h e h a s t o s e l l a t
l ea st 3 p ol ic ie s w it hi n 9 0 d ays . I f t he y s el l t he p ol ic ie s a t as a t i s f ac t o r y r a t e t hen t hey wi l l become pe r manen t agen t s . Bu t r ecen t
s t a t i s t i c s s hows t ha t many o f t hes e peop l e a r e no t ab l e t o s u r v i ve i n
t hi s b us in e ss o r s tr ug gl in g. O u r t ra in in g p ro gr am i s f oc u se d o nh e lp i n g t h es e n e wl y r e cr u it . We b e li e ve t h at a f te r a t te n d in g o u r
t r a i n i ng p r ogr am t he i r pe r f o r mance wi l l i mpr ove .
T h e c a r e e r a g e n t s a r e u n d e r g r a du a t e d e g r e e h o l d e r s t h i s s h o w s t h e y
a r e e l i g i b l e t o a t t end t he t r a i n i ng p r ogr am.
M o t iv a t io n t o l e a r n : I n A L I C O t h e a g e nt s r e ce i ve s a c o mm i ss i on
f ro m 1 5 % t o 8 0 % o n s al es . I n a dd it io n t he c o mp an y g iv e s t h e m
t r a i n i ng a l l owances f o r t he t r a i nees . S i nce t he t r a i n i ng p r ogr am wi l l
t ake away t he va l uab l e t i me on wor k . Th i s s hows t ha t empl oy ees a r ee as il y m ot iv at ed t o a t t en d t he t ra in i ng p ro g ra m. M or eo v er t hi s
t r a i n i ng i s an op t i ona l bas i s , i t i s p r ov i ded f o r t he i r own good .
Task analysis:
Ta s k a n al y si s r e su l ts i n d e sc r ip t io n o f w o rk a c ti v it i es , i n cl u d in g
t a sk s p e rf o rm e d b y t h e e m pl o ye e a n d t h e k n o wl e dg e , s k il l s, a n d
ab i l i t i e s r equ i r ed t o co mpl e t e t he t a s ks . A j ob i s a s pec i f i c p os i t i on
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r e q u i ri n g t h e c o m p l et i o n o f c e r t a in t a s k s. A t a s k i s t h e e m p l o ye e s
wor k ac t i v i t y i n a s pec i f i c j ob . [ 8 ]
T h e c a r e e r a g e n t s t a s k s a r e t o s e l l t h e i n s u r a n c e p o l i c y a n d a c t a s
an adv i s o r t o i t s c l i en t s . An i ns u r ance s a l e s man has t o be phy s i ca l l y
f i t , he / s he a l way s have t o have a s mi l i ng f ace and a r e no t a l l owed t o be i mpa t i en t . They s hou l d be s mar t and have exce l l en t i n t e r pe r s ona l
s k i l ls . T h e y s h o u l d h a v e t h e a b i l i t y t o s e l e c t a n d c o n v i n c e p o t e n ti a l
c l i en t s .
Ensuring Employees Readiness for training:
T h i s s t e p e n s u r e s w h e t h e r t h e e m p l o ye e s h a v e m o t i va t i o n a n d b a s i c
s k il l s n e ce s sa r y t o m a st e r t h e t r ai n in g c o n te n t . T h e c o mp a n y h a s
c o d e n u m b e r s o f e v e r y e m p l o y e e a n d t h e i r p r o f i l e s a r e r e c o r d e d i n
t he comput e r . I n o r de r ens u r e t he r ead i nes s f o r t r a i n i ng t he t r a i n i ngs p u r p o s e a n d o u t c o m e s w i l l b e c o m m u n i c a t e d t o t h e m t h r o u g h t h e
c o m p a n y w e b s i t e s a n d n o t i c e b o a r d s . T h o s e w h o a r e i n t e r e s t e d t ol e ar n w i ll b e a d vi s ed t o c o nt a c t t h e t r ai n in g d e pa r tm e nt t h ro u g h
t h e i r a g e n c y m a n a g e r s . T h e o u t c o m e s o f t h e t r a i n i n g a r e e n o u g h t o
mot i va t e t hem.
Creating a Learning Environment:
M e a n i n gf u l m a t e r i al s: The ALI CO Hea dquar te r has a good
e n v i r o n m e n t f o r l e a r n i n g t o o c c u r . I t h a s a b i g a u d i t o r i u m w i t h a
c a p ac i t y o f 3 0 0 s e at s . T h e r o om i s a i r- c on d it i on e d a n d e q u ip p e dw it h L CD p ro je ct or s a nd e le ct ro ni c s pe ak er s f or l ec tu re . T hecompany i s w i l l i ng t o p r ov i de t i me and appr opr i a t e ma t e r i a l s f o r t he
t r a i n i ng t o occur .
L e a r n i ng O b j e c ti v e s: T he id ea o f t hi s t ra in in g i s t o ma ke th e
t r a i n e e s u n d e r s t a n d t h e s u b j e c t m a t t e r a n d p r e p a r e t h e m t o u s e t h e
knowl edge i n p r ac t i ca l wor l d .
Prac t i ce: T he t ra in er s w il l b e g iv en c as e s tu die s a nd g ro up
as s i gnment s .
Feedback : T h e r e w i l l b e a n a s s i s t a n t f o r t h e t r a i n e r , h i s j o b w i l l
o n l y b e t o r e v i e w t h e a s s i g n me n t s p r e p a r ed b y t h e t r a i n e e s a n d g i v e
mar ks . He wi l l be r e s pons i b l e f o r p r ov i d i ng f eed back and gu i dance .
C o m m u n it y o f L e a r n i ng : T h e n e w ly r e cr u it s a r e t h e t r a i n er s a n d
t oge t he r t hey wi l l e s t ab l i s h communi t y o f l ea r n i ng .
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P rogram Admi n i s t ra t i on: T h e h e a d o f t h e t r a i n i n g d e p a r t m e n t w i l l
admi n i s t e r t he t r a i n i ng p r ogr am.
6
N o e , E m p l o y e e T r a i n i n g a n d D e v e l o p m e n t7 N o e , E m p l o y e e T r a i n i n g a n d D e v e l o p m e n t8 N o e , E m p l o y e e T r a i n i n g a n d D e v e l o p m e n t
Ensuring Transfer of Training:
T h e s t e p i s t o e n s u r e t h a t t r a i n e rs a p p l y t h e t r a i n i n g c o n t e n t o n t h e
j o b . I n o r d e r t o d o t h i s w e h a v e s e l e c t e d t h e b e s t p e o p l e o n t h e j o b
w h o w i l l p r o v i d e t h e t r a i n i n g . T h e m a i n p u r p o s e b e h i n d e v e r y t h i n g
i s f i r s t t o make t he t r a i nees under s t and and p r epa r e t hem t o us e t ha t
l ea r n i ng on t he j ob . The t r a i ne r s a r e s k i l l ed and t hey wi l l make s u r et ha t t he t r a i nees under s t and t he s ub j ec t we l l .
P e e r a n d M a n a g e r s su p p o r t : T h e a g e n c y m a n a g e rs w i l l b e a s s u re d
t ha t i f t he t r a i n i ng i s s ucces s f u l , t he pe r f o r mance o f t he agen t s w i l l
i n c r e a s e a n d t h i s w i l l r e s u l t i n m o r e s e l l i n g o f t h e p o l i c i e s . T h eAgency manager s w i l l t hen be bene f i t ed f r om t he i nc r eas ed s a l e s .
Developing an Evaluat ion plan:
To i d e n ti f y t h e l e a r n in g o u t c o me s q u i z z e s , p r o j e c t w o r k , c a s e s t u d ya nd f in al l y i nd iv id ua l p re se nt at io n w il l b e c on du cte d. T hi s
eva l ua t i on p r oces s
w i l l d e t e r m in e w h e t h er t h e t r a i n i n g p r o g r a m w a s s u c c e ss f u l o r n o t .
I n t he l ong- r un we have p r epa r ed a cos t bene f i t ana l y s i s . The cos t o f t h e t r ai n in g i s t r ai n er s f e es , p r ep a ra t io n o f t h e a u d it o ri u m a n d
t r a i n in g a l l o wa n c e s . T h e b e n e f i t s w i l l b e m e a s ur e d i n t h e l o n g - r u n .
As a l r eady men t i oned , each empl oy ee has a code number r ecor ded i nt he comput e r . The s e l l i ng ac t i v i t i e s o f t he t r a i nees wi l l be moni t o r ed
f o r one y ea r . I f on ave r age , eve r y t he s e l l s ac t i v i t i e s i nc r eas ed f r om
3 t o 6 p o l i c i e s p e r m o n t h , w e w i l l c o n s i d e r o u r t r a i n i n g p r o g r a m i s
s ucces s f u l .
Select ing Training Method:
A L I C O h a s a n i d e a l e n v i r o n m e n t f o r t r a d i t i o n a l l e a r n i n g t o o c c u r .
A l t h o ug h E - L e a rn i n g c o u l d b e i n t ro d u c e d h e r e d u e c o n s i d e r a t io n o f t h e l o c a t i o n d i s p e r s e d p e o p l e , b u t m a n y o f t h e a g e n t s d o e s n t h a v e
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co mpu te r s . Th ere f o r e t r ad i tio na l l ea r n in g was co ns ide r ed
appr opr i a t e .
IMPLEMENTATION OF TRAINING PROGRAM
Training Course for Performance Improvement for Career Agents
Day - 01
TIME CONTENT FACILITATOR
0900-1000 Registration J. Abedin
1000-1045 Analyze course objectives M.N.Islam
1045-1100 Tea Break
1100-1300 Types of misconceptions on life insurance policies M.R.Shameem
1300-1400 Lunch Break
1400-1530 Finding the right customer and identifying his/her fear ofthe insurance product
M.R.Shameem
1530-1545 Tea Break
1545-1730 How to eliminate clients misconception H.S.Ferdous
Day - 02
TIME CONTENT FACILITATOR
0900-0930 Review previous days learning J.Abedin/M.R.Shameem
0930-1045 Use of rate books R.H.Khan
1045-1100 Tea Break
1100-1300 Improving communications skills Mahavir Pati/
K.H. Imtiaz/
1300-1400 Career agent agreement/ Contract & benefits K.S.Ali/ M.H.Zaman
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1400-1600 Course evaluation H.S.Ferdous
Monitoring and Evaluat ing the Program:
The ma i n p urp os e o f th i s t r a in ing p r ogr a m i s to impr ove
p e rf or ma n ce o f t he n ew ly r ec ru i ts . We w il l s ee w he th er t he ir
pe r f o r mance has i mpr oved o r no t . I f t he i r pe r f o r mance i mpr oves , wewi l l i mpl emen t t h i s t r a i n i ng p r ogr am i n f u t u r e .
A ft er t hi s t ra in in g p ro gr am , w e w il l c on du ct a s ur ve y t o t hei n d i v i d u a l s w h o w e r e i n v o l v e d a n d i n d i v i d u a l s w h o h a v e a t t e n d e d
t he t ra in in g p ro gr am . We w il l a na lyz e t he ir c om me nt s o n t he
t r a i n i ng whi ch wi l l be us ed t o r e - ad j us t t he p r ogr am.
Conclusion:
I n c o n c l u s i on o f t h e p a p e r , w e w o u l d l i k e t o s a y t h a t A LI C O i s t h e
h o l d e r a n d c a r r i e r o f o u r e v e r y l i f e . B e c a u s e , f r o m t h e f i n d i n g s o f t h e q u e s t i o n n a i r e w e h a v e s e e n t h a t p e o p l e w h o h a v e f o r g o t t e n t o
p u r c h a se t h e l i f e i n s u r a n c e p o l i c y a n d t h e i r o t h e r p r o d u c ts , A L I C Oh a s i ns pi re d t he m t o p u rc ha se t he se t yp e s o f p ro du ct s. A LI CO
bas i ca l l y s e r ves t hos e p r oduc t s t ha t he l ped peop l e t o l ead t ens i on
f r ee l i f e . The peop l e who l i ke t o l ead good l i f e , t hey a r e mor e l i ke l yt o p u r ch a se A LI C O p r od u c t. S o a t l a st w e a r e a b l e t o r e ac h o u r
h yp ot he si s th at A LIC Os p ro du ct i s p urc ha se d a cc or di ng to
e th no c en tr is m of t he p e op le a s w el l as p re fe r en ce o f th e to p
qual i ty .
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Appendix - A
Needs Assessment
Interview/Questionnaire
For Managers:
Q-1. What is your business strategy?
Q-2. What is your staffing strategy?
Q-3. Do you think the newly recruits are performing well?
Q-4. What do you think will help them to improve their performance?
Q-5. Do they know their task and responsibility?
Q-6 Do you think they are motivated?
Q-7 Do you think a training program will help them to improve their performance?
Q-8 How much money do you think is appropriate?
Q-9 How much time and support are you willing to give?
For Career Agents:
Q-1. Are you performing well?
Q-2. Do you think the managers are giving you much support?
Q-3: Is your working environment is supportive?
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Q-4. What type of support do you need from the company?
Q-5. Do you believe that a training program will help you to improve your performance?
Q-6. Do you have proper knowledge about the last training program you have attended?
Q-7. How effectively you are implementing those learning in your work?
Evaluation of the Program
Interview/Questionnaire
Q-1. DO you understand the program well?
Q-2. In which part do you think change is necessary?
Q-3. Do think the trainers conducted the training effectively?
Q-4 Did you were provided with a comfortable and helping learning environment?
Q-5. Do you believe you can implement the program in practical life?
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Bibliography:
I. Raymond, A. N. (2005).Employee Training and Development. New York:
McGraw-Hill Irwin.
II. April 25, 2008.ALICO: An AIG Company. Retrieved in April 15, 2009, from
http://web.aig.com/UI/ALICO/Country_Splash_Page.html.
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