Trainign and Development MTNL Semi Final

Training & Development in MTNL

EXECUTIVE SUMMARY

The study is the “TRAINING AND DEVELOPMENT IN MTNL.”. It was

done as a part of summer training project work and was done to find out how the

efforts in Training and development undertaken by the Mahanagar Telephone Nigam

Limited are (MTNL) affecting effectively and efficiency of employees and hence

revenues.

The research project entitled ‘Review on HR of Training and Development’

is an attempt to understand the opinion and attitudes of employees of the various

categories at the Mahanagar Telephone Nigam Ltd towards the maintenance of

effectiveness of Training services provided by the Company.

Training and development is an important function of the HR department of

any organization. The training and development activities need to be critically

analyzed since they have an important role to play in employee productivity. This

research study attempts to do a critical analysis of one of the leading IT organization

in the country which has more than seventy thousand employees working all over the

country. The report highlights the current HR policies and training activities of the

organization. The current training programs have been studied at two different levels,

managerial and non managerial and evaluation of these training programs has been

done on different parameters. Further recommendations have been made based on the

findings of the study. Need for the customized training programs, ‘employees do not

have time for training’, ‘managers are not acting as leaders were some of the major

findings of the study’.

It also aims to know and study obstacles in the proper utilization and increase

the effectiveness of Training programs and try to suggest remedial measures wherever

possible.

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INTRODUCTION

Every organization needs to have experienced and well-trained employees to

perform the activities. Rapid changes in the environment have not only made the jobs

more complex but have also created increased pressures for the organizations to re-

adopt the products and services offered to compete in this fast changing world.

Therefore, in a rapidly changing society training is an activity, which is must for

maintaining a viable and knowledgeable work force.

Success of any training program largely depends upon proper identification of

training needs. Training needs are felt by the managers when they discover/perceive

deviation between standard performance and actual performance of its employees. It

is not that only workers need training. Simultaneously supervisors, managers and

executives need to be trained and developed to grow and acquire maturity of thought

and action. Many organizations invest considerable resources in training and

development but never really examine how and where this can most effectively

promote organizational objectives and individual growth. The failure to analyze

training needs within the organization will lead to lesser of benefits and huge

investment in the training program of the institute. Hence it would be pertinent to

analyze training needs first and then impart training accordingly.

Mahanagar Telephone Nigam Limited is one of India’s leading telecom

service provider and the only Public Sector Telecom operator in Delhi and Mumbai

circles. MTNL offers the most comprehensive bouquet of telecom services and is

market leader in basic telephony service. From time to time the company comes out

with various human resource management strategies- strategic as well as tactical- to

increase its employee morale and motivation. This in retrospect helps MTNL increase

its market share, increase its revenue, improve its brand image and gain competitive

edge over its competitor. But the company also needs to know if its effort are

effective or not and earning it the desired revenue. This project is therefore an effort

in the direction to find out the effectiveness of M.T.N.L.’s training and development

sessions. The resultant survey, as a part of this project work, threw up many results

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that were previously unknown to the company. Based on this survey certain

recommendations are also suggested for follow-up action.

For organizations like Mahanagar Telephone Nigam Limited, with a huge staff

base that is also quite diverse in their work-nature and skills, it is very important to

know if its employees are aptly engaged or not because a satisfied work-force is one

of the pre-requisite for improving output and efficiency.

The most important aspect of this survey is that such a kind of survey had

never been done at Mahanagar Telephone Nigam Limited anytime before, so its

result will be an insight into the mind of the employee and a way to know their

aspirations and expectations, thereby, benefiting the employer in improving the work-

culture.

For organizations like Mahanagar Telephone Nigam Limited (M.T.N.L.), to

know how much its human resource management effort is paying and what

improvements could be made into it, it is very important to meet the aspirations of its

customer and to maintain an edge of the competitors in the segment. The most

important aspect of this survey is that such a kind of survey will give an insight into

the various components of the human resource management and practices and a way

to know their aspirations and expectations, thereby, benefiting the organizations in

improving the revenue from its present level. This project focuses on identifying the

training and development adopted by MTNL to generate revenue for itself and also

provides recommendations on how to achieve a successful human resource

management strategy to improve revenue.

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COMPANY PROFILE

Brief History of MTNL

On 28th February MAHANAGAR TELEPHONE NIGAM LTD. was

incorporated as a Public Limited Company under the Companies Act, 1956.

The company has been set up to take over the management, control and

operation of Delhi Telephone District (Excluding public telegraph service) and

Mumbai Telephone District of the Department of Telecommunications and to

plan, establish, develop, provide, operate and maintain all types of

telecommunication services including Telephone, telex, wireless, data

communication, telematic and other like forms of communication.

MTNL was set up on 1st April, 1986 by the Government of India to upgrade the

quality of telecom services, expand the telecom network, and introduce new services

and to raise revenue for telecom development needs of India's key metros. Delhi, the

political capital and Mumbai, the business capital of India. In the past 23 years, the

company has taken rapid strides to emerge as India's leading and one of Asia's largest

telecom operating companies. Besides having a strong financial base, MTNL has

achieved a customer base of 8.06 million as on 31st March 2009.

Develeopment in the year 2000

Mahanagar Telephone Nigam Ltd (MTNL) tied up with MasterCard

International to pioneer the acceptance of credit cards for payment of

telephone bills.

The Company will do the soft launch of its GSM-based monbile services

in Delhi and Mumbai. The Company is likely to be listed on New York

Stock Exchange next month with the public sector telecom giant getting

clearance from the bourse.

The Company has proposed increase in the pulse rate of local call for the

internet usage to five minutes from three minutes to make internet usage

affordable. The Company will launch its cellular service in Mumbai from

August 15.

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The Company has awarded the Rs 32 crore contract for Fixed Wireless

Terminals for its CDMA network in Delhi. The Company and American

Express travel related services entered into alliance for india`s first

co-branded telecom credit card MTNL American Express credit card. The

company will mull a tie-up with portals rediff.com and satyamonline.com

at a meeting. The Company has setting up both basic and cellular services

in Nepal.

Telecom services in the national capital of Mumbai were partially affected

due to one day token strike by non-executive employees of the company

demanding revision of pay scales, perks and allowances. The Employees

of the Company in New Delhi went on a one-day strike on 4th June

demanding revision of pay scales and perks. The staff threatened to go

on an indefinite strike from July 11.

The Proposed strike of the Company staff unions has been deferred to

21st July. The state owned Mahanagar Telephone Nigam Ltd. will set up a

submarine cable landing station.

The company has to explore possibility of entering a joint venture with

another state owned company Videsh Sanchar Nigam for just opened Long

Distance telephony.

Narendra Sharma has been appointed as the new chairman and managing

director of the company. The company has opened two additional customer

service centres at Chembur in Mumbai. The Company will expand its `

common man` mobile telephone network by 50,000 new lines in the current

financial year.

Mahanagar Telephone Nigam Limited to launch its cellular phone

service in Mumbai in January next with a subscriber capacity of 1,00,000

lines. Mahanagar Telephone Nigam Ltd. has transferred its Internet Service

Provider Category-A licence as well as Internet business to its subsidiary,

Millennium Telecom.

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MTNL is to develop a dedicated division to spearhead its cellular operations

in Delhi and Mumbai.

Mahanagar Telephone Nigam Limited (MTNL) will introduce a cash card

for its cellular subscribers within two months of starting its cellular

Operations on Jan. 31. The Company Chairman Narinder Sharma has bagged

the international `Millienium Man of the Year` award, instiutted by the

international award committee of Wisitex Foundation.

Dolphin, the much-awaited cellular service of MTNL, was launched in Delhi

on 6th Feb. The Company proposes to provide additional net switching

capacity of 3.30 lakh lines and to deploy 50,000 lines of CDMA-based

WLL technology during the year 2001-02.

The Company and Videsh Sanchar Nigam Limited have both signed

memoranda of understanding with the Department of Telecommunications

outlining their performance agenda for the coming financial year. The

Company has tied up with Billjunction.com to provide online bill presenting

and payment facility to its customers. The Company will have a roaming

facility in its cellular service, Dolphin, by the end of this month.

The Company has tied up with WorldTel to offer basic telecom services in

Bangaladesh as part of the corporation`s proposed move to diversify into

overseas operations.

Mahanagar Telephone Nigam Limited (MTNL) has roped in ICRA to chart

out a strategy to leverage the human resources of the telecom company.

The Delhi High Court has upheld the appointment of Narinder Sharma as

chairman-cum-managing director of MTNL, saying there was no merit in

a writ petition challenging it.

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It has launch of Wireless in Local Loop (WLL) service in Mumbai.

Launches its pre-paid cellular card `Trump` with tariffs 50 per cent lower

than that of the private players in Delhi and Mumbai.

Govt. permits MTNL, BSNL to compete in basic services. Sets up a new

software venture called ComSoft for developing communications software, as

a part of its strategy to offer value-added communications software in

e-commerce, e-governance and intelligent networking .

IDBI Bank signs MoU with MTNL for bill payment . Announces unlimited

cell calls for Rs 1900.

MTNL stock price records nine-year-low of Rs 95. Announces new

codes for MTNL consumers in Delhi. MTNL stops sales of its pre-paid

card Trump.


Misses WLL-M expansion deadline in Delhi. Partners with RailTel

Corporation of India Ltd. to offer telecom bandwidth vide optical fibre

cable (OFC) along its track network Announces free incoming calls

Formulates VRS for employees.

Department of Telecommunications (DoT) signs Memorandum of

Understanding (MoUs) for 2003-04 with Mahanagar Telephone Nigam Ltd

(MTNL) . Slashes number of free calls.

Forms Joint Venture with VSNL and Telecommunications Consultants

India Ltd (TCIL) to provide Basic & WLL telephone services in Nepal .

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MTNL launches new schemes for ISDN subscribers MTNL unveils

SMS facilities on its landlines for its customers. MTNL bags license to

offer telecom services in Mauritius, Kenya.

MTNL and BSNL have entered into a strategic alliance, under which

the two public-sector telecom companies will jointly offer their voice and

data services. MTNL Ltd. has informed that Sh. A. K. Girotra, and Sh. R.L.

Dubey, Executive Director, Delhi and Mumbai respectively have been

appointed as ex-officio directors on the Board of MTNL w.e.f. December

19, 2003.

Mahanagar Telephone Nigam Ltd (MTNL) on January 09, 2004,

announced a special tariff plan for basic service users with Rs 160 monthly

rental aiming at low end users. Under this special plan, there would be no

free calls as available unde other tariff packages.

ITI queries on MTNL deal with Huawei.

MTNL bags award for excellence in cost reduction MTNL awards GSM

line contract for Motorola. Mahanagar Telephone Nigam has launched

new leased line services, with both `full` and `compressed` bandwidth

circuits, for port speeds ranging from 64 kpbs to two mbps MTNL join

hands with BSNL to target corporate clients Centre for Excellence in Telecom

Technology and Management (CETTM) has been established by MTNL with

state of the art facilities to impart training in Telecom Technology and

Management Studies.

CETTM will enable professional to acquire knowledge and skills to perform

effectively in the rapidly advancing telecom and information technology sector.

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CORPORATE OBJECTIVES

To expand customer base and services.

To provide latest technology and services to the customers, at affordable

prices.

To achieve the highest level of customer satisfaction and delight.

To diversify in other areas for providing telecom services at national and

international levels.

To provide convergence of Telecom, Information Technology and related

services.

To improve productivity by training and redeployment of man-power.

To work for social benefits.

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SERVICES

PSTN

Plain Old Telephone Service through digitalized Public Switched Telephone

Network with variety of Phone Plus Services such as call waiting, call

forwarding, time alarm, abbreviated dialing, dynamic STD/ISD locking,

answering machine, DID facility of EPBAXs etc.

I-NET

Date Service through X.25 based Packet Switched Public Data Network called I-

Net. The network supports CCITT protocols, X.3, X.25, X.28, X.29, X.32, X.75

and Frame Relay Service with vast range of facilities.

ISP

In addition to services earlier being provided in Mumbai and Delhi, we have

introduced CLI based internet services in 2002. We have also started ISP

service from 25th Feb, 2002 in Himanchal Pradesh in association with

HPSEDC.

ISDN

Integrated Services Digital Network (ISDN) to meet the requirements of

customers for voice data and video on single line, both in Basic Rate Access

(64 kbps) and Primary Rate Access (2 Mbps.)

IN

Intelligent Network Services (IN-Services) e.g., Free Phone, Premium Rate

Service, Virtual Calling Card / Accounts

Calling Card, Tele Voting, Virtual Private Network, Universal Access

Network.

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WLL (GARUDA)

Wireless in Local Loop (WLL): Services offered are both in fixed mode as well

as portable mode (mobile). Recently the network has been upgraded to CDMA

1X2000 technology providing higher bandwidth (144 kbps) data services along

with voice. The upgraded service is launched under ‘Garuda 1x’ banner.

CELLULAR MOBILE SERVICE (DOLPHIN)

GSM based cellular mobile service with advanced features and value added

services like Auto-roaming, Pre-Paid, Voice Mail Service (VMS), Short Message

Service (SMS), Multi Party Conference, Closed User Group (CUG) etc.

LEASED LINE

For voice and date with local, national and international connectivity on point-to-

point basis, MTNL pioneered and became market leader in introducing

MLLN Network

Providing highest QoS to its esteemed subscribers.

BROADBAND

MTNL has launched broadband services under Brand name TriBand. The service

is provided on the existing copper infrastructure, initially Broadband Internet

Service, other services such as VPN, multicasting, video conferencing,

video -on-demand and broadcast application shall also be added in future.

Broadband service is provided through the deployment of ADSL 2+ technology,

a type of digital subscriber line (DSL). All Payments / Billing for the service

will be included in the regular MTNL Telephone Bill.

Wi-Fi SERVICES

MTNL’s Wi-Fine. Provides high-speed Wi-Fi wireless Internet access through

hotspots located at prominent public locations. The service meets the need

of Internet browsing on move.

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VIRTUAL PHONE

Virtual Phone Card, a unique and innovative service provides the facility to

receive messages and faxes, and also make calls from any phone, without

physically owning a phone or fax machine.

PHONE MAIL SERVICE

Another innovation from MTNL enables subscribers to send and receive E-mail

using normal telephone lines and instruments, without a PC.

In the new millennium MTNL makes sure that it gets connected to

communicate with a rapidly shrinking world and that every resident of

Delhi and Mumbai is provided access to the latest in telecom services.

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CUSTOMER CARE

The ‘SANCHAR HAAT’ has been opened on the concept to provide a total

telecom solution and an instant connectivity to basic telephone services, value added

and new services, turning all this into a shopping experience.

One of the unique features of ‘SANCHAR HAAT’is to provide liberty to the

customers to select a telephone instrument and a telephone number of their choice.

The Phone Book’99 is also provided in advance. MTL will try to provide the

telephone connection within a week’s time. In case of any delay in the

provisioning of the telephone connection please contact the ‘SANCHAR HAAT’

free-phone telephone numbers only. Registration of other services can also be

made in the ‘SANCHAR HAAT’.

Network of Customer Service Centers- for single window solution.

SANCHAR HAATs (Telemarts) for instant connectivity and shopping

experience.

Customer Service Management System (CSMS) for

# Subscriber billing account maintenance

# Instantaneous updating of bill payments

# Online registration of telephone connection

# Directory Data enquiry and updating

# Fault Repair Service

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Interactive Voice Response System (IVRS) for

# Complaint booking

# Changed number announcement

# Local Telephone Assistance

# Telephone Bill Enquiry Service

Online Directory Enquiry Service

ISDN and Internet Café’s

Telephone Bill Payment Schemes- Besides cash / cheque payment at

MTNL’s payment counters scattered over Delhi & Mumbai, payments

are also accepted through select banks/ ATMs / post offices for

convenience of customers. To reach heights of convenience to our

customers, following schemes are also available:-

# Voluntary Deposit Scheme

# Electronic Clearing Scheme

# Credit Card Scheme

# Payment Portal for paying telephone bills through internet has been

launched on 16.05.2002.

Customer Loyalty Scheme

A customer loyalty scheme by the name “Loyal Royal Offer” has been

started under which a customer gets various bonus points viz. joining

bonus points, future loyalty points, usage bonus, early payment bonus,

comeback bonus, time period bonus, recommendation bonus etc.

Customers can redeem their bonus points for attractive prizes with

MTNL.

MTNL has synergized all its energies to total customer satisfaction by

modernizing the services to international level and incorporating state-

of-the-art technologies in its network.

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LATEST SERVICES

Tariff for In-Roamers 'ISD' in MTNL GSM N/W -

3G Services.

Launch of Blackberry tariff plans on regular basis.

Modification in damaged charges for Modem/components.

Promotional offer of Micromax Mobile Broadband Data cards bundled with

MTNL prepaid 3G Connection.

Promotional Post paid 3G tariff Plans.

Promotional Prepaid 3G tariff Plans.

New BlackBerry Data Plans-Promotional offer.

Relaunch of Trump Vidyarthi Plan with modifications in tariff on Promotional

basis.

Modification in prepaid tariff package for reducing local call

rates.

Launch of reduced Prepaid Trump STD Package.

Modification in Dolphin /Trump Jeevan Saathi Plans tariff on promotional

basis.

Modification in GPRS tariff.

All new private local PCOs shall be opened with Push Button telephones

provided by MTNL. However, if customer is willing to install CCB type PCO

then he should procure CBT-95 instrument himself.

CBSE Results.

Press Release.

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Discontinuing of Data Services tariff Plans for Dolphin

using Data Card.

Regularization of Trump Jeevan Saathi Plan-Rs 88/- (Super

Saver Pack)

Launch of IPTV by M/S Smart Broadband services Pvt. Ltd.

MTNL introduces BlackBerry services for its customers.

New R&G policy, 2007.

Implementation of TRAI Guidelines for differential tariff on calls /SMS

terminating in CDMA /GSM network.

To avoid unwanted Telemarketing calls register your telephone no. in NDNC

registry-Call 1909 or send SMS "START DND" on 1909.

Tariff for VAS SMS and Play Tune (CRBT) .

Provisioning of MTNL Wi-Fi Hot Spot.

Status of telephone advisory Committee of Delhi.

Restituting landline telephones with GSM in case of companies shifting

base from Delhi to NCR.

Multilingual Messaging Service Application "Sarva Bhasha Sandesh" .

Recharge Coupons for Garuda-Prepaid are now available at Oxigen outlets.

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FINANCIAL PERFORMANCE

Fig. 1

MTNL has a strong financial base and has shown consistent improvement in

performance over the years. It has a customer base of 5.92 million.

MTNL possesses an impressive financial profile comprising Reserves and Surplus

amounting to Rs.105698.8 million* and Fixed Assets worth Rs.146918.8 million* as

on 31.03.2006 corresponding figures for 31.03.2005 were 103138.2 million and

142522.5 million respectively.

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NETWORK INFRASTRUCTURE - GROWTH

MTNL as a company, over the last twenty three years, grew rapidly by modernizing

the network through induction of State-of-the-art technologies and adopting a

customer friendly approach.

Table - : Network Infrastructure –Growth

1.No of exchanges 114 558

2.Equipped capacity (Millions) 0.88 10.72

3.Subscriber base (Millions) 0.75 8.06

i) Basic Wire line & CDMA Fixed (Millions) 0.75 3.69

ii) CDMA-Mobile (Millions) - 0.10

iii) GSM Cellular (Millions) - 4.18

4.Internet (Millions) - 1.43

5.Broadband (Millions) - 0.70

6.Public Call Offices (Local and Long Distance) (Millions)

10,593 0.21

7.No of stations on Long Distance Network 264 39,303

8.No of countries connected overseas on ISD 11 243

9.Digitalization of exchange network Nil 100%

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TRAINING AND DEVELOPMENT

In the field of human resource management, training and development is the field

concerned with organizational activity aimed at bettering the performance of

individuals and groups in organizational settings. It has been known by several names,

including employee development, human resource development, and learning and

development.

Harrison observes that the name was endlessly debated by the Chartered Institute of

Personnel and Development during its review of professional standards in 1999/2000.

"Employee Development" was seen as too evocative of the master-slave relationship

between employer and employee for those who refer to their employees as "partners"

or "associates" to be comfortable with. "Human Resource Development" was rejected

by academics, who objected to the idea that people were "resources" — an idea that

they felt to be demeaning to the individual. Eventually, the CIPD settled upon

"Learning and Development", although that was itself not free from problems,

"learning" being an over general and ambiguous name. Moreover, the field is still

widely known by the other names.

TRAINING AND DEVELOPMENT refer to the imparting of specific skills,

abilities and knowledge to an employee. A formal definition of training and

development is:

“It is any attempt to improve current or future employee performance by increasing an

employee’s ability to perform through learning, usually by changing the employee’s

attitude or increasing his or her skills and knowledge.”

The NEED for Training and Development is determined by the employee’s

performance deficiency, computed as follows:

Training and development need = Standard performance – Actual performance.

19

http://en.wikipedia.org/wiki/Chartered_Institute_of_Personnel_and_Development

http://en.wikipedia.org/wiki/Chartered_Institute_of_Personnel_and_Development

http://en.wikipedia.org/wiki/Human_resource_management


TRAINING

The term training refers to the acquisition of knowledge, skills, and competencies as a

result of the teaching of vocational or practical skills and knowledge that relate to

specific useful competencies. This activity is both focused upon, and evaluated

against, the job that an individual currently holds.

EDUCATION

Education in its broadest sense is any act or experience that has a formative effect on

the mind, character, or physical ability of an individual and in its technical sense

education is the process by which society deliberately transmits its accumulated

knowledge, values, and skills from one generation to another through institutions.

DEVELOPMENT

This focuses upon the activities that the organization employing the individual, or that

the individual is part of, may partake in the future, and is almost impossible to

evaluate. Development is less skill- oriented but stresses on knowledge.

TRAINING AND DEVELOPMENT OBJECTIVES

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

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

there are four other objectives: Individual, Organizational, Functional, and Societal.

INDIVIDUAL OBJECTIVES

It helps employees in achieving their personal goals, which in turn, enhances the

individual contribution to an organization.

ORGANIZATIONAL OBJECTIVES

It assists the organization with its primary objective by bringing individual

effectiveness.

20

http://en.wikipedia.org/wiki/Skills

http://en.wikipedia.org/wiki/Values

http://en.wikipedia.org/wiki/Knowledge

http://en.wikipedia.org/wiki/Mind


FUNCTIONAL OBJECTIVES

It maintains the department’s contribution at a level suitable to the organization’s

needs.

SOCIETAL OBJECTIVES

It ensures that an organization is ethically and socially responsible to the needs and

challenges of the society.

IMPORTANCE OF OBJECTIVE SETTING

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

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

here is that resources are always limited and the training objectives actually lead the

design of training. It provides the clear guidelines and develops the training program

in less time because objectives focus specifically on needs. It helps in adhering to a

plan. Training objectives tell the trainee that what is expected out of him at the end of

the training program. Training objectives are of great significance from a number of

stakeholder perspectives, the "stakeholders" in training and development are

categorized into several classes.

1. Trainer

2. Trainee

3. Designer

4. Evaluator

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TRAINER

The training objective is beneficial to trainer because it helps the trainer to measure

the progress of trainees and make the required adjustments. Also, trainer comes in a

position to establish a relationship between objectives and particular segments of

training.

TRAINEE

The training objective is beneficial to the trainee because

1) It helps in reducing the anxiety of the trainee up to some extent. Not knowing

anything or going to a place which is unknown creates anxiety that can negatively

affect learning. Therefore, it is important to keep the participants aware of the

happenings, rather than keeping it surprise.

2) It helps in increasing concentration, which is the crucial factor to make the

training successful. The objectives create an image of the training program in

trainee’s mind that actually helps in gaining attention.

3) If the goal is set to be challenging and motivating, then the likelihood of achieving

those goals is much higher than the situation in which no goal is set.

Therefore, training objectives helps in increasing the probability that the

participants will be successful in training.

DESIGNER

The training objective is beneficial to the training designer also because if the

designer is aware what is to be achieved in the end then they will bring the training

package according to that. The training designer would then look for the training

methods, training equipments, and training content accordingly to achieve those

objectives.

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EVALUATOR

It becomes easy for the training evaluator to measure the progress of the trainees

because the objectives define the expected performance of trainees. Training objective

is an important to tool to judge the performance of participants.

TRAINING AND DEVELOPMENT AS SOURCE OF

COMPETITIVE ADVANTAGE

Training and Development is important because of following reasons:

1) Optimum Utilization of Human Resources

Training & Development helps in optimizing the utilization of human resource that

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

individual goals.

2) Development of Human Resources

Training & Development helps to provide an opportunity and broad structure for the

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

also helps the employees in attaining personal growth.

3) Development of skills of employees

Training & Development helps in increasing the job knowledge and skills of

employees at each level. It helps to expand the horizons of human intellect and an

overall personality of the employees.

4) Productivity

Training & Development helps in increasing the productivity of the employees that

helps the organization further to achieve its long-term goal.

5) Team spirit

Training & Development helps in inculcating the sense of team work, team spirit, and

inter-team collaborations. It helps in inculcating the zeal to learn within the

employees.

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Organization Culture

Training & Development helps to develop and improve the organizational health

culture and effectiveness. It helps in creating the learning culture within the

organization.

6) Organization Climate

Training & Development helps building the positive perception and feeling about the

organization. The employees get these feelings from leaders, subordinates, and peers.

7) Quality

Training & Development helps in improving upon the quality of work and work-life.

8) Healthy work-environment

Training & Development helps in creating the healthy working environment. It helps

to build good employee, relationship so that individual goals aligns with

organizational goal.

10) Health and Safety

Training & Development helps in improving the health and safety of the organization

thus preventing obsolescence.

11) Morale

Training & Development helps in improving the morale of the work force.

12) Image

Training & Development helps in creating a better corporate image.

13) Profitability

Training & Development leads to improved profitability and more positive attitudes

towards profit orientation.

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METHODS AND TECHNIQUES OF TRAINING

A multitude of methods of training are used to train employees. Training techniques

represent the medium of imparting skills and knowledge to employees. Training

methods are categorized into two groups:

1) On-the-job methods

2) Off-the-job methods

ON-THE-JOB TRAINING

On the job training occurs when workers pick up skills whilst working along side

experienced workers at their place of work. New workers may simply “shadow” or

observe fellow employees to begin with and are often given instruction manuals or

interactive training programmes to work through. Eg:

1) Orientation Training2) Job-Instruction Training3) Apprentice Training4) Internships5) Job Rotation6) Coaching

OFF-THE-JOB TRAINING

This occurs when workers are taken away from their place of work to be trained. This

may take place at training agency or Local College, although many larger firms also

have their own training centers. Training can take the form of lectures or self-study

and can be used to develop more general skills and knowledge that can be used in a

variety of situations.

1) Vestibule

2) Lecture

3) Special Study

4) Conference

5) Simulation

6) Programmed Instruction

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Important techniques of training are:

1) LECTURES

Lecture is a verbal presentation of information by an instructor to a large audience.

The lecturer is presumed to possess a considerable depth of knowledge of the subject

at hand. A virtue of this method is that is can be used for very large groups and hence

the cost per trainee is low.

Lectures are used because of their low cost and their capacity to reach many people.

Lectures, which use one-way communication as opposed to interactive learning

techniques, are much criticized as a training device.

2) AUDIO-VISUALS

Audio-visuals include television slides, overheads, and films. These can be used to

provide a wide range of realistic examples of job conditions and situations in the

condensed period of time. Further the quality of the presentation can be controlled and

will remain equal for all training groups.

3) PROGRAMMED INSTRUCTION (PI)

These devices systematically present information to the learner and elicit a response;

they use reinforcement principles to promote appropriate responses. Information is

provided to the trainee in blocks, either in a book form of through a teaching machine.

After reading each block of material, the learner must answer a question about it.

Feedback in the form of correct answers is provided after each response.

4) COMPUTER-ASSISTED INSTRUCTION (CAI)

With CAI, students can learn at their own pace, as with PI. Because the student

interacts with the computer, it is believed by many to be a more dynamic learning

device. Educational alternatives can be quickly selected to suit the student's

capabilities, and performance can be monitored continuously. As instruction proceeds,

data are gathered for monitoring and improving performance.

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5) SIMULATIONS

Training simulations replicate the essential characteristics of the real world that are

necessary to produce both learning and the transfer of new knowledge and skills to

application settings. Both machine and other forms of simulators exist. Machine

simulators represent the real world's operational equipment. The main purpose of

simulation, however, is to produce psychological fidelity, that is, to reproduce in the

training those processes that will be required on the job. Simulation is done for a

number of reasons, including: to control the training environment, for safety, to

introduce feedback and other learning principles, and to reduce cost.

The more widely held simulation exercises are:

6) LABORATORY TRAINING/ SENSITIVITY TRAINING/ T

GROUP TRAINING

This type of training is designed to increase the managers understanding of himself

and of his own impact on others. The training takes the form of a group discussion,

and through a leader trained in the technique is present, the group may decide on the

subject of discussion or suggest changes in procedure. In the course of discussion,

conflict, hostility, stress and frustration may be purposely generated for they later on

become motivations for growth as well as food for learning. The laboratory training

aims at achieving behavioral, effectiveness in transactions with ones environment.

7) INTERNSHIP TRAINING

This method of training is generally provided to the skilled and technical personnel.

The object of this type of training is to bring about a balance between theoretical and

practical knowledge, under this method, students from a technical institution

possessing only theoretical knowledge are sent to some business enterprise to gain

practical work experience.

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8) INDUCTION TRAINING

Induction training is important as it enables a new recruit to become productive as

quickly as possible. It can avoid costly mistakes by recruits not knowing the

procedures or techniques of their new jobs. The length of induction training will vary

from job to job and will depend on the complexity of the job, the size of the business

and the level or position of the job within the business. The following areas may be

included in induction training:

a) Learning about the duties of the job

b) Meeting new colleagues

c) Seeing the layout the premises

d) Learning the values and aims of the business

e) Learning about the internal workings and policies of the business

9) BUSINESS GAMES

They are the direct progeny of war games that have been used to train officers in

combat techniques for hundreds of years. Almost all early business games were

designed to teach basic business skills, but more recent games also include

interpersonal skills. Monopoly might be considered the quintessential business game

for young capitalists. It is probably the first place youngsters learned the words

mortgage, taxes, etc.

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TRAINING PROCESS IN MTNL

MTNL has been conducting various Training & Development activities, which

apart from minimizing the skill gap and technical obsolescence, are also focussing

towards attaining the bigger organizational purpose of building a competent work

force to take the challenge in the currently existing Telecom sector.

Training programmes, seminars and workshops had been conducted from

time to time to enhance the knowledge and skills of executives and staff so

as to improve their efficiency and strengthen their role in overall

development of the organization.

MTNL provides two types of training:

1. Foreign Training

2. Inland Training

FOREIGN TRAINING:

All the matters of foreign training are handled by HR

Dept (Trg Dept).

In this type of training they generally provide technical

training.

Foreign training is mostly given to Middle level management & Top

level management.

Foreign training is very vital for Operations Dept due to the continuous

change in corporate world & latest technology. There is whole setup

( required for proper technical training of Operations Dept. ) in the

foreign training centers’ of MTNL.

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PROCEDURE FOR FOREIGN TRAINING :

Request for training is generated by a particular dept (Delhi & Mumbai

units).

Then, this request comes to executive directors. If the training is

technical in nature, it will go to Dir(Tech). This Dir(Tech) analyses

whether the candidates shortlisted for foreign training are eligible or the

training which is to be given is relevant.

After performing all the formalities, it is approved by Dir(Tech). Then

it goes to Dir(HR). At last it comes to CMD for final approval.

Before sending any person for foreign training MTNL seeks his/her

Vigilance Clearance within seven days. And all this work (Vigilance

Clearance Disciplinary Proceedings ) is done by CMD. DGM & GM’s

vigilance Clearance is given by DOT.

There are certain formalities which has to be done

by MTNL including

Execution of training bond (as per rule), it is not fixed.

Now, after executing all the formalities, the person is sent for training

There MTNL has to find its new partners in foreign countries which

may provide it roaming at favourable rates.

Under ministry of Communication & IT ( GOVT. OF INDIA), there are

two Dept. DOT & DIT, they sometimes give request to send their

persons for this sort of trg, but the overall expenditure is to be done

by MTNL.

There are two joint ventures of MTNL :

1. United Telecommunications Ltd (UTL)

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2. MTNLSTPI IT Services Ltd ( Software Tech. Park of India).

INLAND TRAINING:

Inland training is provided by three units of MTNL.

1. Delhi unit

2. Mumbai unit

3. Corporate office

I. DELHI UNIT :

Delhi unit is having a Regional “Telecom Training Centre ( TTC )” at

Shadipur.

This training centre provides training to C & D group. This sort of

training includes formation of windows, settling of Broadband(tech.)

defects, communication skills, etc.

II. MUMBAI UNIT :

Mumbai unit is basically a profit making unit. It has a training centre

named “Centre for Excellence & Telecom Management ( CETTM)”.

CETTM (Centre for Excellence in Telecom Training & Management) was

awarded ISO 9001:2000 certification. CETTM is slowly taking the lead role

and becoming the nodal center for HRD. Induction Training programme for

newly recruited executive Trainees in the field of Telecom, Finance,

Marketing, HR, Legal have been conducted at CETTM.CETTM has started

generating revenues by leasing out infrastructure and providing training to

other organizations of repute

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III. CORPORATE OFFICE :

The main functions of corporate office is planning , monitoring and

controlling the functioning of both the Delhi and Mumbai unit.

CETTM passes its proposal to DIR(HR) corporate. It is doing a great

job . It has tie-ups with ORACLE , CCNA , GSM which are having a

great repo and position in the corporate world .

TYPES OF TRAINING

1. UNSOLICITED APPLICATIONS:

MTNL comes across various proposals on daily basis which are usually

sent by a number of Management Schools.

2. CASE TO CASE :

Case to Case may also be known as open training. ABC trainers are called

to provide training. All the services are rendered by MTNL. But the

trainers are asked to provide booklets for the trainees.

3. OPEN TRAINING :

In this type of training trainers from different organization can also

participate in the training process.

4. INHOUSE TRAINING :

Faculty is outsourced in this form of training.

They have their own faculty YMCA which provides training at their call

centres & Hindi faculty which is supposed to present Hindi related

Seminars.

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5. TIE-UP WITH BSNL :

In 2008, it tied-up with BSNL to share all kind of expenses

(accommodation, fares, infrastructure & other amenities) which are incurred

while imparting training. There are two training centres - a. “ALTTC

TRAINING CENTRE” at Ghaziabad b. “ CETTM TRAINING CENTRE”

at Mumbai

TRAINING & DEVELOPMENT POLICY

CONCEPT

To create learning environment in the organization.

Training & Development activities will be carried out to impart knowledge and

skills to the employees to facilitate their growth and development and help the

organization in becoming a high performance organization.

The process will be systematic to identify Training needs and provide

Training to all MTNL employees to gain technical, conceptual and theoretical

knowledge.

ACCOUNTABILITY

Training & Development Department will have all the authority to make

the policies related to this. The GM of the HRD would be the Head of the

Department.

Training needs and Budget will be approved by categorization of trg

needs.

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CONDUCTING TRAINING PROGRAMS

HR Department will coordinate for organizing Training programs based upon the

Training needs identified for each employee.

√ Course Contents / Curriculum

It will be designed for the optimum utilization of resources and must

have relevance to the Trainee in respect of complexity or suitability to

his/her requirement.

√ Selection of Participants / Trainees

Selection of Trainees will be based on similar Training needs of the

participant. The Trainees should be from homogeneous groups and have

necessary background, experience, intellectual and physical capabilities,

skills and personal characters.

√ Selection of Training Faculty

The faculty will have necessary, general, technical and specialized

knowledge. He/she should be able to generate interest and use various

Training Techniques and should be open to ideas, should have questioning

mind, willingness to experiment and observation powers.

√ Method and Technique

It will be such that it generates and maintains interest and high degree

of participation. These methods can be like group discussions, case study,

role-play and workshops, etc.

√ Venue, Facilities & Course Material

Training shall be conducted at the Organization’s Training Centre as far

as possible. HR department will ensure for the entire required infrastructure

and other facilities such as computers, OHP, LCD, Clipboards, etc for

smooth Training to centralize full concentration at learning. Course

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material can be provided to Trainees, which consists of handouts and

printed material etc.

HR department will maintain a checklist in order to ensure that all the

work is done at proper time and follow-ups are done.

√ Costs to be incurred

Costs will be an important consideration in deciding upon the Training

program. Cost estimates and evaluation will be done depending upon the

quality, course contents and facilities to be arranged.

EVALUATING TRAINING PROGRAMS

Evaluation of the Training program will be done to determine the

following:

√ Whether the learning objectives of the Training are met.

√ Effectiveness of the Instructions.

√ Whether the Training program was the most cost effective.

√ The quality of Training.

√ Drawbacks, if any in the program.

√ Effectiveness and success of the entire program.

The Training program will be evaluated based on the way in which Trainees

react to the Training in terms of enjoyment and perceived learning.

The Training feedback for internal as well as external programs shall be

obtained as per the Feedback Form. Evaluation of the Training can also be

done by assessing the level and extent of learning that has taken place which

has brought a change in the employee’s behavior at work.

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TRAINING CALENDAR

Annual schedule of Training programs catering to Specific Training Needs and

Fundamental Training Needs shall be decided on the basis of Performance

Appraisal and Training Need Analysis.

A detailed training calendar keeping in view the various aspects such as –

functional, behavioral requirements as also focus areas as per MOU signed

with MOC.

Officials would be nominated to various conferences, seminars and training

programs conducted by leading organizations across India and which are of

importance and relevance to MTNL.

Keeping in view the fact that In-House talent has to be nurtured and

encouraged to act as Faculty. A token honorarium of some amt per session

is proposed.

For Specialist Faculty invited from outside the proposed amount per session

is more than that of inhouse faculty.

RECORD KEEPING

HR department will maintain Course wise details of all the employees who

have attended any Training. These details will, in due course of time, be

computerized, to facilitate preparation of various reports and returns

pertaining to Training and retrieval of statistical data.

RESEARCH METHODOLOGY36


SCOPE OF STUDY:-

Geographic Scope

I have done my project analysis in the corporate office of MTNL , and I choose

Executive employees over there.

Employees selected 52 executive employees.

FINAL STUDY :

Research Design Used:

1. Firstly I explore the topic “Training and Development” in which I define

the problem more precisely and then describe each and every aspect of it.

2. Then I define the information needed through the medium of various

books and internet.

3. In my research I use Comparative as well as Non Comparative Scaling. In

Comparative Scaling I use Nominal scale. In Non Comparative Scaling, I

use Likerts and Semantic Differential Scale.

4. I have prepared my Questionnaire based on the “Effectiveness of Training

Sessions in MTNL” , which is comprised of thirteen questions.

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CONCLUSIONS

Organizations run on long – term basis also termed as ‘eternal basis’ adapting

with changing conditions. Hence, they need human resources both in present

and in future.

Every organization needs to have well adjusted, trained and experienced

people to perform the activities that must be done. As jobs in today’s

dynamic organizations become more complex, the importance of employee

education has increased. Rapid jobs changes are occurring, requiring employee

skills to be transformed and frequently updated. This takes place through

what we call Employee Training Development.

Moreover, to motivate the employees, we need to create a bonding of

needs. We need them to perform their jobs and they need us to give them

a reason (i.e., pleasures) to perform their jobs well. When this is done for

their sake. In organizations, motivation on the part of workers is essential

for maximizing productivity. Work is always more enjoyable when it

develops the individual’s overall personality. If a man is not allowed to

broaden his horizons, he can only become obsolete.

Investing time and money in Training employees not only enables them to

gain knowledge and confidence, but also sends a signal that the

management is committed to the development of employees.

Thus, this report makes a presumptuous attempt to knead all aspects of

Training & Development at MTNL. It gives a well – knitted and balanced

coverage of theory, company information and detailed analysis of the Survey

conducted of the Trainees.

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The T & D policy, The Training Plan, The Training Programs conducted,

The Methods of Evaluation Used, Evaluation of the Training Feedback

forms, Summary of the results, Motivational Analysis of the Trainees are

some of the topics that have been dealt with in the project report.

Apart from that, the report also provides Suggestions that can be adopted

by the management at MTNL to develop Training Programs in such a manner

that they not only provide KSA’s to the employees but also motivate them

to perform better and improve their performance.

In all, the Report provides a refreshing insight into all that a reader

wants to know about Training & Development.

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Bibliography

Library (Book Reading). Encyclopaedia. www.mtnl.com www.google.com

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Documents

Trainign and Development MTNL Semi Final