A study on

TRAINING AND DEVELOPMENT

With reference to

BHARAT SANCHAR NIGHAM LIMITED, VIZIANAGARAM

A project report submitted in partial fulfilment of the requirements for the award of Degree of

BACHELOR OF BUSINESS ADMINISTRATION

By

CH.S.S. SRAVANYA
Regd.no.117152607007

Under the guidance of

Mrs. POOJA SHARMA, MBA

Senior Lecturer

DEPARTMENT OF MANAGEMENT STUDIES

SAI SARANYA DEGREE COLLEGE

Denkada Road, Vizianagaram

Affiliated to Andhra university, Vizianagaram
2017-2020
 SAI SARANYA DEGREE COLLEGE

DEPARTMENT OF MANAGEMENT STUDIES

(Affiliated to Andhra University, Visakhapatnam)

VIZIANAGARAM-535 006

CERTIFICATE

Regd. No _____117152607007____
This is to Certify that this Project Report Entitled
“TRAINING AND DEVELOPMENT AT BSNL”
is a Bonafide work done by ____________MS. CH.S.S SRAVANYA _______________________
under my Guidance and Supervision and submitted in partial fulfillment for the Award of the Degree
of Bachelor of Business Administration During the Academic year 2017-2020

HEAD OF THE DEPARTMENT PRINCIPAL

 DECLARATION

It is to certify that the project report entitled “TRAINING AND DEVELOPMENT” submitted
by me in a partial fulfilment for the degree of bachelor of business administration of ANDHRA
UNIVERSITY comprises only my original work and due acknowledge has been made in the text to
all other material is used.

I further declare that to the best of my knowledge and belief that the project report does not
contains any part of any work which has been submitted for the award if any other
degree/diploma/certificate in the university or any other universities.

Place: CH.S.S. SRAVANYA

Date: Reg No. 117152607007

 ACKNOWLEDGEMENTS

I express my sincere thanks to Mr. MV Mani Bhushan Rao, Assistant General Manager,
BSNL., Vizianagaram who has permitted me in the department of human resource management and
encouraged throughout my project work.

I sincerely express my thanks to my faculty Mrs. Pooja Sharma, Senior Lecturer for his
valuable guidance and intellectual suggestions during this project.

I would like to extend my sincere thanks to my senior faculty Mr. R. Naveen Kumar
Head of the department for his valuable insights regarding this project work.

I would also like to expand my thanks to our director of the college Mr. P. Ramana
and to all other faculty members who have helped me and supported me during the course of my
project.

I express my sincere thanks to our Principal Mr. P. Prakash Rao for his continuous support
and encouragement to avail me this project work.

I would be failing in my duty if I don’t express my profound gratitude to the entire

respondents who has spent their valuable time to answer the questionnaire.

Place: CH.S.S. SRAVANYA

Date: Reg No. 117152607007

 CERTIFICATE

This is to certify that the project report entitled” “TRAINING&DEVELOPMENT” with

reference to “BHARAT SANCHAR NIGAM LIMITED ”is a Bonafede work carried out by
CH.S.S SRAVANYA, Reg No:117152607007 Under my guidance and supervision for the award of
degree of Bachelor of Business Administration of ANDHRA UNIVERSITY, Vizianagaram during
year 2017-2020.

Place: Mrs. Pooja Sharma, MBA

Date: Department of management studies
Sai Saranya degree college
 CERTIFICATE BY THE EXAMINERS

This is to certify that the project entitled “TRAINING&DEVELOPMENT” submitted by

CH. S. S Sravanya, Reg No:117152607007 has been examined by the undersigned as a part of
examination for the award of degree of Bachelor of Business Administration, ANDHRA UNIVESITY,
Vizianagaram.

Mrs. Pooja Sharma

Internal Examiner External Examiner

Date: Date:

HEAD
DEPARTMENT OF MANAGEMENT STUDIES
SAI SARANYA DEGREE COLLEGE
 CONTENTS
page no

Chapter I Introduction 1-9

 Introduction 
 Definition 
 Need for the study 
 Objectives of the study 
 Limitations of the study 
 Methodology of the study 
 Frame work of the study 
Chapter II Industry and Company Profile 10-32

 Introduction of telecom industry 

 History 
 Company profile 
 Organization structure 
 Achievements 
Chapter III Training and development – concept 33-58

 Concept of training and development 

 Objectives of training and development. 
 Types or contents. 
 Methods of training and development. 
 Process of training and development. 
Chapter IV Training and Development in BSNL 59-104

 Understanding training programmed 

 Training methods 
 Training and development programmed 
 Barriers of training and development 

Chapter V Summary, findings and suggestions 105-110

 Summary 
 Findings 
 Suggestions 
Bibliography
Annexure
 Introduction
The human resources of an organization consist of people who perform its activities.
Human resource management (H.R.M) is concerned with the personnel policies and managerial
practices and systems that influence the workforce. In broader terms, all decisions that affect the
workforce of the organization concern the H.R.M function.

Human resource management regards training and development as a function concerned

with organizational activity aimed at bettering the job performance of individuals and groups in
organizational settings. Training and development can be described as “An educational process
which involves the sharpening of skills, concepts, changing of attitude and gaining more
knowledge to enhance the performance of employees”. The field has gone by several names,
including human resource development, human capital development and learning and
development.

Every organization needs to have well –trained and experienced people to perform
the activities that have to be done. It is necessary to raise the skills levels and increase the
versatility and adaptability of employees. Inadequate job performance or a decline in
productivity or changes resulting of job redesigning or a technological breakthrough require
some type of training and development efforts. As the jobs become more complex the importance
of employee development also increases. In a rapidly changing society, employee training and
development are not only an activity that is desirable but also an activity that an organization
must commit resources if it is to maintain a viable and knowledge work force.

Training plays an important role in man-power development even at the level of industrial unit.
Training comes next to recruitment and selection. It is necessary, useful and productive for all
categories of workers and supervisory staff. Training is practical in nature and is useful in order
to create sense of confidence in the minds of the newly recruited workers. It is for developing
skills among workers. Training is necessary due to technological changes rapidly taking place in
the industrial field. Expenditure on training is a profitable investment to the employer. Training
is, now, common in all industrial units. It is an internal aspect of personality development.

1
Training refers to a planned effort by a company to facilitate employees learning of the job-
related competencies. These competences include knowledge, skills, or behaviors that are critical
for successful job performance in the immediate term or near future.

Development is related to enhancing the conceptual skills of the employee, which helps
individual towards achieving maturity and self-actualization. In other words of Michael
Armstrong- employee development, often referred to as human resource development is about
the provision of learning, development and training opportunities in order to improve individual,
team, and organizational performance.

Definitions:

1. “Training is the act of increasing the knowledge and skills of an employee for doing
particular job”.
-FLIPPO (1971)
2. “Training is the organized procedure by which people learn knowledge and skills for a
definite purpose”.
-BEACH (1980)
3. “Training as a systematic process of altering the behavior and attitude of employees in a
direction to achieve organizational goals”.

-DRUCKER (1984)

4. “Personal development planning is the process of creating an action plan based on awareness,
values, reflection, goal-setting and planning for personal development within the context of a
career, education, relationship or for self-improvement”.

-JAMES SMITH (2011)

5. Employee development, often referred to as human resource development is about the

provision of learning, development and training opportunities in order to improve individual,
team, and organizational performance.

MICHAEL AMSTRONG

2
 INTRODUCTION TO TELECOMMUNICATION

The Indian telecommunication industry, with about 584 million mobile phone connections as of
March 2010 is the third largest telecommunication network in the world and the second largest in
terms of number of wireless connections. The Indian telecom industry is the fastest growing in
the world and is projected that India will have a 'billion plus mobile users by 2015.

Communication is a process in which information is transferred from source to destination.

Information can be in any form e.g. Voice, Data, Video, Graphics etc. Voice communication is
the simplest mode of communication. People also use facial expressions and body language to
communicate with each other.

We have been using communication technology for years. Communications, or

telecommunication, technology consists of electromagnetic devices and systems for
communicating over long distance. The principle examples are telephone, radio, television, and
cable. Before 1950s computer technology and communications technology developed
independently, like rails in a railroad track that never merge. Since then, however they have
gradually fused together, producing a new information environment.

Introduction to BSNL

Bharat Sachar nigam limited (known as BSNL, India Communications Corporation limited) is a
public sector telecommunication company in India. Bharat Sachar nigam ltd. Formed in October,
2000, is one of the world’s largest telecommunication companies. Providing comprehensive
range of telecom services in India. Wire line, 3G, CDMA mobile, and GSM mobile, internet,
broad band, carrier service IN service etc. within a span of five years it has become one of the
largest public sector unit in India. BSNL has installed quality telecom network in the country and
now focusing on improving it, expanding the network, introducing new telecom service s with
ICT applications in village and wining customer’s confidence. Today, it has about 47.3-million-
line basic telephone capacity, 4 million WLL capacity 20.1 million GSM capacity, more than
37382 fixed exchanges, 18000 BTS, 287 satellite stations, 480196 Rkm of OFC cable, 63730
Rkm of microwave network connecting 602 districts, 7330 cities/towns and 5.5 lakhs village.

3
 NEED FOR THE STUDY

Training is necessary due to technological changes rapidly taking place in telecom sector.
Training is required to update employees about the market trends, the change in the employment
police and other thing.

BSNL has to train its employees to impart specific skills and knowledge so that they contribute
to organizational efficiency and cope with changing environment. Training is necessary when
existing employees are promoted to higher level in the organization or when there is some new
job due to transfer.

Training is the most important technique of human resource development. As stated

earlier, no organization can get a candidate who exactly matches with the job and the
organizational requirements. Hence, training is the most important to develop the employee and
make him suitable to the job.

 Improves the moral of the workforce.

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

 Aids in organizational development

 Helps effective decision-making and problem solving.

 Develops leadership skills, motivation, loyalty, better attitude.

4
 OBJECTIVES OF THE STUDY

The project study carried out at BSNL, Vizianagaram regarding training and development
practices has been thoroughly analyzed and interpreted based on following objectives of the
study.

 To study and understand training and development process at BSNL Vizianagaram.

 To asses and analyses employees’ attitude towards training and development programmed.

 To measure the impact of training and development programmed on the enhancement of

employee skills and knowledge.

 To find out the relevance of training and development in achieving the goals of the
organization

 To study the relationship between performance and training

5
 LIMITATIONS OF THE STUDY

The project study carried out at BSNL, Vizianagaram has been analyzed within the following
limitations.

 Some of the employees were not willing to give the detailed information about the
questionnaire.
 The study is strictly confined to BSNL employees of Vizianagaram only.

 The study is done under a stipulated time of five weeks.

 Some of the employees were not available.

 Maximum respondents are not interested to answer the questions because of their busy
schedules.

6
 METHODOLOGY OF THE STUDY

Meaning

In common, language research refers to a search for knowledge we can also define
research as a scientific and systematic search for pertinent information on specific topic. Thus,
research is an original contribution to the existing stock of knowledge making for its
advancement. It is a processive investigation. The main aim of research is to find out the truth
which is hidden and which has not been discovered at research processes involves defining the
problem, Formulating the hypothesis organizing and evaluating the data, deriving interference
careful testing.

This study is carried out with the help of both primary and secondary data the primary
data was collected with the help of structured questionnaire, administered among the employees
working in the different departments of telecommunications and primary data was obtained
through enough discussion with the help of employees of BSNL.

The secondary data was collected from published books, journals and published reports
and records of the BSNL.

Sampling design:

Sample is the small group taken under consideration from the total group. Therefore, I
tried to collected information from every kind of employee and manager from BSNL.
Calculation of sample size is based on simple random sampling technique for the project.

 Sample space-Bharat Sanchar Nigam Ltd.

 Samples-Employees and managers.

 Sampling technique-Simple random Sampling

 Total No. of workers are 200

 I consider the sampling size is 82 employees

7
Source of data collection: -
Initially the informal discussion was administered by personnel manager and then the
sample was fixed, as in the second step, the interview and questionnaire were about the subject
training and development and its usefulness for the organization and assistance of personnel
manager.

Primary data: -
Primary data are those collected specifically by or the data users. Primary data for the
study is only from the internal sources were approached the data was collected through
questionnaires.

Secondary data: -
The secondary data is another source for the collection of various books, through internet
from different ways such as Google and Yahoo etc.
Through official documents like:

 Various files of administrator, departments.

 Previous office records.
 Journals
 Magazines
 Company reports
 Websites

8
 FRAME WORK OF THE STUDY

The complete study conducted is presented in the following chapters.

CHAPTER-1:

This chapter deals with Introduction, objective of the study, need for the study, methodology of
the study and limitations of the study conducted.

CHAPTER-2:

This chapter deals with industry profile which is telecom sector, company profile of BSNL
Vizianagaram.

CHAPTER-3:

This chapter provides a theoretical framework of training and development and other related
aspects of training and development.

CHAPTER-4:

This chapter provides a detailed data analysis and interpretation of training and development of
BSNL employees.

CHAPTER-5:

This chapter presents findings and suggestions based on analysis and a detailed summary of the
study is also presented

9
 INDUSTRY PROFILE

INTRODUCTION TO TELECOM INDUSTRY:

The Indian telecommunication industry, with about 584 million mobile phone connections as of
March 2010 is the third largest telecommunication network in the world and the second largest in
terms of number of wireless connections. The Indian telecom industry is the fastest growing in
the world and is projected that India will have a 'billion plus mobile users by 2015. Projection by
several leading global consultancies is that India’s wireless telecom network will overtake
China’s in the next 2 years. According to analysts, the sector would create direct employment for
2.8 million people and for 7 million indirectly. Efforts have been made from both governmental
and non-governmental platforms to enhance the infrastructure. The idea is to help modern
telecommunication technologies to serve all segments of India’s culturally diverse society, and to
transform it into a country of technologically aware people.

10
Modern Growth:

A large population, low telephony penetration levels, and a rise in consumers' income and
spending owing to strong economic growth have helped make India the fastest-growing telecom
market in the world. The first and largest operator is the state-owned incumbent BSNL, which is
also the 7th largest telecom company in the world in terms of its number of subscribers. BSNL
was created by corporatization of the erstwhile DTS (Department of Telecommunication
Services), a government unit responsible for provision of telephony services. Subsequently, after
the telecommunication policies were revised to allow private operators, companies such as
Vodafone, Bharathi Airtel, Tata Indicom, Idea cellular, Aircel and Loop mobile have entered the
space. In 2008-09, rural India outpaced urban India in mobile growth India's mobile phone
market is the fastest growing in the world, with companies adding some 19.1 million new
customers in December 2009. The total number of telephones in the country crossed the 543
million mark on Oct 2009.The overall tele-density has increased to 44.85% in Oct 2009.

HISTORY:

Telecom in the real sense means transfer of information between two distant points in space. The
popular meaning of telecom always involves electrical signals and nowadays people exclude
postal or any other raw telecommunications methods from its meaning. Therefore, the history of
Indian telecom can be started with the introduction of telegraph.

Introduction of telegraph:

The postal and telecom sectors had a slow and uneasy start in India. In 1850, the first
experimental electric telegraph Line was started between Kolkata and Diamond Harbor. In 1851,
it was opened for the British east India company. The Posts and Telegraphs department occupied
a small corner of the Public Works Department, at that time. Construction of 4,000 miles
(6,400 km) of telegraph lines connecting Kolkata (Calcutta) and Peshawar in the north along
with Agra, Mumbai (Bombay) through Sindwa Ghats, and Chennai in the south, as well as
Ootacamund and Bangalore was started in November 1853. Dr. William O'Shaughnessy, who
pioneered telegraph and telephone in India.

11
Introduction of the telephone

In 1880, two telephone companies namely The Oriental Telephone Company Ltd. and The
Anglo-Indian Telephone Company Ltd. approached the Government of India to establish
telephone exchanges in India. The permission was refused on the grounds that the establishment
of telephones was a Government monopoly and that the Government itself would undertake the
work. By 1881, the Government changed its earlier decision and a license was granted to the
Oriental Telephone Company Limited of England for opening telephone exchanges at Kolkata,
Mumbai, Chennai (Madras) and Ahmadabad.

“Father of Cell Phone”:

Martin "Marty" Cooper (born December 26, 1928) is an American engineer. He is a pioneer
and visionary in the wireless communications industry. With eleven patents in the field, he is
recognized as an innovator in radio spectrum management.

While at Motorola in the 1970s, Cooper conceived the first handheld mobile phone in 1973 and
led the team that developed it and brought it to market in 1983. He is considered the "father of the
Cellphone" and is also cited as the first person in history to make a handheld cellular phone call
in public.

12
Developments in India:

 1902 - First wireless telegraph station established between Sagar Islands and Sand heads.
 1907 - First Central Battery of telephones introduced in Kanpur.
 1913-1914 - First Automatic Exchange installed in Shimla.
 23 July 1927 - Radio-telegraph system between the UK and India, with beam stations at
Khadki and Daund, inaugurated by Lord Irwin by exchanging greetings with the King of
England.
 1933 - Radiotelephone system inaugurated between the UK and India.
 1953 - 12 channel carrier system introduced.
 1960 - First subscriber trunk dialing route commissioned between Kanpur and Lucknow.
 1975 - First PCM system commissioned between Mumbai City and Andheri telephone
exchanges.
 1976 - First digital microwave junction introduced.
 1979 - First optical fiber system for local junction commissioned at Pune.
 1980 - First satellite earth station for domestic communications established at Secunderabad,
A.P..
 1983 - First analog Stored Program Control exchange for trunk lines commissioned at
Mumbai.
 1984 - C-DOT established for indigenous development and production of digital exchanges.
 1985 - First mobile telephone service started on non-commercial basis in Delhi.

While all the major cities and towns in the country were linked with telephones during the
British period, the total number of telephones in 1948 was only around 80,000. Even after
independence, growth was extremely slow. The telephone was a status symbol rather than being
an instrument of utility. The number of telephones grew leisurely to 980,000 in 1971, 2.15
million in 1981 and 5.07 million in 1991, the year economic reforms were initiated in the
country.
TRAI

13
 TRAI (Telecommunication authority of India)

TRAI (Telecommunication Regulatory Authority of India) was set up in 1997 by the government
of India. The Telecommunication Regulatory Authority of India acts as an independent regulator of
the business of telecommunications in the country.
TRAI consists of a chairperson, 2 whole time members, and 2 part time members. The chairperson of
Telecommunication Regulatory Authority of India is Sh. Nripendra Misra, the whole-time members
are Sh. A. K. Sawheny and Sh. R. N. Prabhakar, and the part time members are Dr. Rajiv Kumar and
Prof. N. Balakrishnan. The mission of TRAI (Telecommunication Regulatory Authority of India) is to
create and nurture such conditions that encourage the growth of the telecommunications sector in
India so that the country can play an important role in the world telecommunications society. The
main objective of TRAI is to form a transparent and fair policy environment that encourages fair
competition.

TRAI (Telecommunication Regulatory Authority of India) issues huge numbers of directives,

regulations, and orders that deal with various subjects such as interconnection, service quality, and
tariff. The various powers and functions of TRAI (Telecommunication Regulatory Authority of India)
are that the authority recommend the timing and need for the introduction of a service provider that is
new, ensure successful inter- connection and technical compatibility between various service
providers, and suggest the conditions and terms on which license would be provided to a service
provider. Further the various powers and functions of TRAI are that the authority sees that conditions
and terms that it has formulated are being followed, regulate the arrangements between the service
providers in order to ensure that they share the revenue that are derived from supplying

14
telecommunication services, and suggest license revocation when there is non- compliance of
conditions and terms of the license
The various powers and functions of Telecommunication Regulatory Authority of India are that the
authority promotes efficiency and encourage competition in the telecommunication operation services
in order to encourage growth in the services, in the telecommunication services protect the consumers
interest, and lay down the period of time for providing long distance and local telecommunication
circuits between various different service providers. Also the various powers and functions of TRAI
(Telecommunication Regulatory Authority of India) are make an inspection of the various
equipment’s that are being used in the network, recommend the kind of equipment’s that the service
providers must use, monitor the service quality, and also conduct survey periodically of the service
that is being provided by the service providers.

TRAI (Telecommunication Regulatory Authority of India) powers and functions includes settlement
of disputes that arise between service providers, maintaining a register of the agreements that are
interconnected, and give advice to the government at the center on subjects that are connected with
the development of the telecommunication technology. Further the various functions and powers of
TRAI are charge fees at rates that may be fixed by regulations, perform functions that the central
government may entrust, and also carry out functions that are necessary according to the TRAI Act,
1997.

TRAI (Telecommunication Regulatory Authority of India) has been set up by the government of India
in order to ensure the growth of the telecommunications sector in the country. The
Telecommunication Regulatory Authority of India thus should make all efforts to encourage the
growth of the telecommunications sector in the country for this will ensure that the country will play
an important role in the emerging world information society.

15
INDIAN TELECOM RECENT POLICIES

 The Communication Convergence Bill 2001introduced in the Parliament of August 31,

2001 is presently before the Standing Committee of Parliament on Telecom and IT.
 National Long-Distance Service (NLD) is opened for unrestricted entry.
 The International Long-Distance Services (ILDS) have been opened
to competition.
 The basic services are open to competition.
 Wireless in Local Loop (WLL) has been introduced for providing telephone connections in
urban, semi-urban and rural areas promptly.
 Two telecom PSUs, VSNL and HTL have been disinvested.
 Steps are being taken to fulfill Universal Service Obligation (USO), its funding and
administration.
 A decision to permit Mobile Community Phone Service has been announced.
 Multiple Fixed Service Providers (FSPs) licensing guidelines were announced.
 Internet Service Providers (ISPs) have been allowed to set up International Internet
Gateways, both Satellite and Landing stations for submarine optical fiber cables.
 Two categories of infrastructure providers have been allowed to provide end-to-end
bandwidth and dark fiber, right of way, towers, duct space etc.
 Guidelines have been issued by the Government to open up Internet telephony (IP).

LIBERALISATION OF TELECOMMUNICATONS IN INDIA

Liberalization started in 1981 when Prime Minister India Gandhi signed contracts with Alcatel
CIT of France to merge with the state owned Telecom Company (ITI), in an effort to set up
5,000,000 lines per year. But soon the policy was let down because of political opposition. She
invited Sam Pitroda a US based NRI to set up a Center for Development of Telematics(C-DOT),
however the plan failed due to political reasons. During this period, after the assassination of
Indira Gandhi, under the leadership of Rajiv Gandhi, many public sector organizations were set
up like the Department of Telecommunications (DOT), VSNL and MTNL.

16
The demand for telephones was ever increasing. It was during this period that the P.N Rao led
government introduced the national telecommunications policy [NTP] in 1994 which brought
changes in the following areas: ownership, service and regulation of telecommunications
infrastructure. They were also successful in establishing joint ventures between state owned
telecom companies and international players. But still complete ownership of facilities was
restricted only to the government owned organizations.

After 1995 the government set up TRAI (Telecom Regulatory Authority of India) which
reduced the interference of Government in deciding tariffs and policy making. The government
further reduced license fees for cellular service providers and increased the allowable stake to
74% for foreign companies. Because of all these factors, the service fees finally reduced and the
call costs were cut greatly enabling every common middle class family in India to afford a cell
phone. Nearly 32 million handsets were sold in India. The data reveals the real potential for
growth of the Indian mobile market.

In March 2008 the total GSM and CDMA mobile subscriber base in the country was 375
million, which represented a nearly 50% growth when compared with previous year. India has
opted for the use of both the GSM (global system for mobile communications) and CDMA
(code-division multiple access) technologies in the mobile sector. In addition to landline and
mobile phones, some of the companies also provide the WLL service.

ECONOMIC PERSPECTIVE OF TELECOMMUNICATION IN INDIA

Telecom industry in India has a major role in Indian economy. The Indian government is also
enforcing some effective telecom policies and regulations for the infrastructural growth of this
industry. A number of leading multinational telecommunication companies are approaching and
showing their interest to invest for the telecom industry in India. Telecommunication industry of
India ranked sixth among all the telecommunication sectors in the world. In the year 2015, the
total numbers of telephone subscriptions were 979.21 million.

The total revenue in the telecom service sector was Rs. 46099 crore in 2014-15. The total
investment in the telecom services sector reached Rs. 200,660 crore up from Rs. 178,831 crores
in the previous fiscal. Telecommunication is the lifeline of the rapidly growing Information

17
Technology industry. Internet subscriber base has risen to 6.94 million in 2005- 2006. Out of this
million were broadband connections. More than a billion people use the internet globally.

 Telephony Subscribers (Wireless and Landline): 957.21 million (January

2015) Cell phones: 980.81 million (January 2015)
 Land Lines: 26.15 million (June 2015)
 Broad Band Subscription: 146.54 million (January
2015) Monthly Cell phone Addition: 5.88 million
(September 2014) Tele density: 82.82% (May 2016)

Basic Telephone Capacity 43.74 Million Lines

Optical fiber network 6,86,644 RKM
GSM Capacity 72.60 Million Lines
Micro Radial network 50,430 RKM
WLL Capacity 8.83 Million Lines
Fixed Exchanges 37,885
Satellite Stations 197
CDMA Towers 12,071
GSM BTSs 68,162
Employees 2,81,635

Next generation networks

The Next Generation Networks, multiple access networks can connect customers to a core
network based on IP technology. These access networks include fiber optics or coaxial cable
networks connected to fixed locations or customers connected through Wi-Fi as well as to 3G

18
networks connected to mobile users. As a result, in the future, it would be impossible to identify
whether the next generation network is a fixed or mobile network and the wireless access
broadband would be used both for fixed and mobile services. It would then be futile to
differentiate between fixed and mobile networks – both fixed and mobile users will access
services through a single core network.

INDUSTRY TRENDS

MAJOR PLAYERS OF TELECOM INDUSTRY IN INDIA:

1. Bharathi Airtel-19.5%
2. Reliance communication-16.7%
3. Vodafone-16.4%
4. Idea-11.9%
5. BSNL-10.8%
6. Tata tele services-9.2%
7. Aircel-6.9%
8. Uninor-4.2%
9. Videocon-0.6%
10. MTNL-0.6%

19
 Market share
0.60%
4.20% 0.60%
Bharathi airtel
6.90%
Reliance communication
19.50% Vodafone
9.20% Idea
Bsnl
10.80% 16.70%
Tata tele services
Aircel
11.90%
16.40% Uninor
Videocon

MAJOR PLAYERS OF TELECOM INDUSTRY GLOBALLY:

S.no Major players

1 China mobile ltd
2 Verizon communication Inc
3 AT&T Inc
4 Vodafone groups
5 Nippon telegraph and telephone corporations
6 Soft bank group
7 Deutsehe telecom AG
8 Telefonica S.A
9 America moil
10 China telecom

20
 COMPANY PROFILE OF BSNL
INTRODUCTION:

Bharat Sanchar Nigam Ltd. was incorporated on 15th September 2000. It took over the business
of providing of telecom services and network management from the erstwhile Central
Government Departments of Telecom Services (DTS) and Telecom Operations (DTO), with
effect from 1st October ‘2000 on going concern basis. It is one of the largest & leading public
sector units providing comprehensive range of telecom services in India.

BSNL has installed Quality Telecom Network in the country & now focusing on improving it,
expanding the network, introducing new telecom services with ICT applications in villages &
winning customer's confidence.

Today, it has about 43.74-million-line basic telephone capacity, 8.83 million WLL capacity,
million GSM capacity, 37,885 fixed exchanges, 68,162 GSM BTSs, 12,071 CDMA
Towers, 197 Satellite Stations, 6,86,644 RKm. of OFC, 50,430 RKm. of microwave
network connecting 623 districts, 7330 cities/towns & 5.8 lakhs villages.

BSNL is the only service provider, making focused efforts & planned initiatives to bridge the
rural-urban digital divide in ICT sector. In fact, there is no telecom operator in the country to
beat its reach with its wide network giving services in every nook & corner of the country &
operates across India except New Delhi & Mumbai.

21
22
Board of Directors
Board of D
The Board comprise of 12 Directors, of which 5 [including the CMD] are whole time
Directors and 2 Government Nominee Directors. The present composition is as under

 Chairman & Managing Director- Shri Anupam Shrivastava

 Director - (CFA) & (Enterprise) - Shri N.K.Mehta

 Director - (CM) - Shri R.K.Mittal

 Director - (HRD) & (Fin)- Smt. Sujata Ray

 Govt. Director- Shri Amit Yadav

 Govt. Director- Smt. Padma Iyer Kaul

 Non Official Independent Director- Smt. Kanuru Sujatha Rao

 Non Official Independent Director- Dr. Santosh R.Dastane

 Non Official Independent Director- prof. Jasbir Singh

 Non Official Independent Director- Shri V.Venkateshwar Bhat

VISION OF BSNL:

 Be the leading telecom service provider in India with global presence.

 Create a customer focused organization with excellence in customer care, sales and
marketing.
 Leverage technology to provide affordable and innovative telecom. Services/products across
customer segments.

MISSION OF BSNL:

Be the leading telecom service provider in India with global presence.

 Generating value for all stakeholders - employees, shareholders, vendors & business
associates
 Maximizing return on existing assets with sustained focus on profitability

23
  Becoming the most trusted, preferred and admired telecom brand
 To explore International markets for Global presence

Creating a customer focused organization with excellence in customer care, sales& marketing.

 Developing a marketing and sales culture that is responsive to customer needs mar care,
sales& marketing

 Excellence in customer service-”friendly, reliable, time bound, convenient and courteous

service”

Leveraging technology to provide affordable and innovative products/ services across customer
segments

 Offering differentiated products/services tailored to different service segments

 Providing reliable telecom services that are value for money

Providing a conducive work environment with strong focus on performance

 Attracting talent and keeping them motivated

 Enhancing employees skills and utilizing them effectively
 Encouraging and rewarding individual and team/group performance

Establishing efficient business processes enabled by IT

 Changing policies and processes to enable transparent, quick and efficient decision making
 Building effective IT systems and tools






24
 OBJECTIVES

 To be the Leading Telecom Services provider by achieving higher rate of growth so as to

become a profitable enterprise.
 To provide quality and reliable fixed telecom service to our customer and thereby increase
customers confidence.
 To provide customer friendly mobile telephone service of high quality and play a leading role
as GSM operator in its area of operation.

25
 ACHIEVEMENTS

1. The BSNL family of more than 67 million satisfied customers across each and every corner
of this vast country.

2. BSNL is no.1 Telecom Company of India with biggest market share in fixed lines
broadband, Internet and national long distance services. We are quite close to industry
leader in mobile, international long distances and VSAT services.

3. Recently BSNL has started lot of value-added services on Fixed Lines, Mobile Services and
Broadband Services. You can access these services on IVRS (integrated voice response
services) of fixed lines by dialing 125XXX.fixed line IVRS provides live cricket,
horoscope, electron result, exam result etc. similarly value-added services on IVRS are also
available on mobile by dialing same code. Recently BSNL has launched collect SMS,
mobile radio, mobile TV, BSNL tunes and mobile data backup. You can add your address
book, music, picture gallery etc. using our mobile data backup services and leave worries to
BSNL of data loss in case of change of mobile handsets, loss of mobile set or corruption of
data bank. Under Broadband, BSNL has introduced online multimedia games.

4. Close user group (CUG) Or virtual private network (VPN)service is available on fixed line
or mobile services whereby you can make a small group and make unlimited calls amongst
members of this group absolutely free by paying a nominal monthly rent.

SERVICES OF BSNL
BSNL provides almost every telecom service in India. Following are the main telecom services
provided by BSNL:

 Universal Telecom Services: Fixed wire line services & Wireless in Local loop (WLL) using
CDMA Technology called bfone and Tarang respectively. As of December 31, 2007, BSNL
has 81% market share of fixed lines.
 Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile
Telephone services using GSM platform under the brand name BSNL Mobile as of Sep 30,
2009 BSNL has 12.45% share of mobile telephony in the country.

26
 Internet: BSNL provides internet services through dial-up connection (Sancharnet) as
Prepaid, (Net One) as Postpaid and ADSL broadband (BSNL Broadband). BSNL has around
50% market share in broadband in India. BSNL has planned aggressive rollout in broadband
for current financial year.
 Intelligent Network (IN): BSNL provides IN services like tele voting, toll free calling,
premium calling etc.
 3G: BSNL offers the '3G' or the'3rd Generation' services which includes facilities like video
calling etc.
 IPTV: BSNL also offers the 'Internet Protocol Television' facility which enables us to watch
television through internet.
 FTTH: Fiber to the Home facility that offers a higher bandwidth for data transfer. This idea
was proposed on post-December 2009. Fiber to the Home (FTTH) - The Internet Super
Highway to your Home

What is FTTH?
Fiber to the home (FTTH), a relatively new and fast-growing method of providing very high
bandwidth is the delivery of a communications signal over optical fiber from the operator’s
switching equipment all the way to a home or business premises

Advantages of FTTH:
FTTH is a true multi service communications access which simultaneously handles several
phone calls, TV/Video streams and Internet users in the home/office. There are several
advantages if deploying FTTH over other traditional access technologies as given below:
FTTH provides end-users with a broad range of communications and entertainment services,
and faster activation of new services.
FTTH provides the community in which it’s located with superior communications which
enhance the efficiency of local business and thus deliver economic advantage for the community.

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MARKET SHARE OF BSNL IN INDIA:

According to the Telecom Regulatory Authority of India (TRAI), the market share of BSNL has
increased to 8.35% in March 2016 from 8.20% in January 2016REVENUE OF BSNL FROM
PAST 3YEARS:

The company’s income from services grew 4.16% to 27,242 crores in 2014-15, the highest in the
last five years.

EMPLOYEE IN BSNL:

BSNL will reduce its workforce by nearly 7% in 2018-18, from the employee-base of 2,09,996
in 2016-17. BSNL expects total employees as on April 30, 2018, to be 1,96,162 the state-driven
telco said in response to an application filed under the right to information ACT,2005

BSNL – The Key Issues

1. The biggest challenge before BSNL is to acquire new subscribers and retain the existing ones.
Price-based selling does not seem to be going very far now, as it has more or less peaked.
Therefore, BSNL will now have to look for newer carrots to dangle. The reasons for high
subscriber churning are not difficult to identify and are as follows –

 Delayed activation time

 Frequent change in tariff plan.

 Information dissipation to subscribers about the new tariff plans and how they can opt for
those
 No customization of services

 Customer support, especially in case of problems, is poor.

 Quality of network, which does not seem to improve despite competition.

2. BSNL faces the challenge of shedding away the legacies of monopolistic culture. The concern
is putting a system in place so as to adjust to cut throat competition. To develop an appropriate

28
organizational structure and bring about a change in work culture to support the corporate
strategy.

3. To react quickly to the technology changes in the communications sector, and introduce state
of art technology for all types of existing as well as upcoming services. This includes:

 Difficulties in integrating new technologies with the existing multiple technology equipment.
 Deployment of the equipment that is intended for specific purposes, in wrong places due to
competitive pressure resulting in poor service to customers.
 Lagging in providing the value-added services compared to competitors

 Large unutilized spare capacities in land line segment at certain locations

 Low IT penetration within the organization.


RECOMMENDATIONS (ALTERNATIVES AND TRADE OFFS)
Analyzing the correct mix of strategies for a company requires the understanding of key success
factors for that industry.

The Key Success Factors for the Telecom industry are –

1. Number of customers

2. Usage intensity (in terms of number of minutes of use per subscriber)

3. Customer retention through a combination of loyalty schemes, better tariff, service standards
(fault free service, reliability, call completion, call holding, other add on facilities like call
waiting, alarm, etc.).
4. Revenue assurance through optimal network utilization.

5. Proportion of revenues attributable to Value Added Services.

The recommendations based on these strategy frameworks are as follows –

 Replacement of all the outdated technologies immediately,

 Redeployment of unutilized capacities should be considered first.

29
 Early deployment of cost-effective Wi-Fi/Wi max Technologies

 Creating a Service-Oriented culture within the organization by linking incentives to customer

satisfaction.
 Introducing flexible Registration Terms so that new customers are attracted.

 Promoting/Introducing user-friendly service systems such as Electronic Clearing system,

internet or E-seva for bill payment
 Educating the customer about services in detail and respective tariff structure

 Introducing service at door-step.

Various departments and sections in BSNL:

a) HR / Staff Department

The job profile of the executive in HR/Staff Wing includes HR related staff

matters, staff grievances, issuing of transfer orders/posting orders/promotion orders,

attending to the personal claims, personal advances and all other miscellaneous staff related
activities.
b) Commercial Department

The job profile of the executive in Commercial Section includes commercial

related activities, new telephone connection advice note issuing, telephone related
commercial duties, disconnection/reconnection job and all other miscellaneous commercial
related activities.
c) General Section

The job profile of the executive in General Section includes stationery

procuring related activities, printer papers / floppy / CD / DVD purchases
management, furniture and other contingency expenses and all other miscellaneous general
section related activities
d) Computer Department

The job profile of the executive in Computer Section includes computer

30
system maintenance, computer purchase, computer networking, software developing and
other related computer peripheral management and all other miscellaneous computer section
related activities
e) Planning Department

The job profile of the executive in Planning Section includes complete

planning activities pertaining to SSA, telephone exchange, outdoor plant and
transmission network planning work, Coordination for installation and commissioning of
new exchanges and transmission equipment’s, complete planning activity pertaining to SSA
and all other miscellaneous planning related activities

f) Transmission Section

The job profile of the executive in Transmission Section includes

installation/maintenance/testing and troubleshooting of transmission equipment’s, attending
to faults in transmission equipment’s and all other miscellaneous transmission unit related
activities
g) Indoor Section

The job profile of the executive in Indoor Section includes installation,

maintenance, routine testing, trouble shooting of indoor telecom equipment’s viz., battery,
power plant, engine and switch equipment’s and all other miscellaneous indoor section
related activities
h) Outdoor Section

The job profile of the executive in Outdoor Section includes laying of

underground cables, testing and maintenance of the same, maintenance of telephone post,
pillar, distribution box, outdoor line/ attending cable fault and all other miscellaneous outdoor
section related activities.
i) Rural Section

The job profile of the executive in Rural Section includes maintenance of

indoor and outdoor of a group of small and medium exchanges spread over a few small
towns/villages and all the indoor/outdoor/transmission activities for these exchanges and all
other miscellaneous rural section related activities.

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 j) Civil Section

The job profile of the executives in Civil Section includes new telephone

exchange building construction, existing telephone exchange building maintenance and all
other miscellaneous civil section related activities.
I) Electrical Section

The job profile of executives in Electrical Section includes installation, testing

and commissioning engine alternator, maintenance of A/C plant and maintenance of all other
electrical related works and other miscellaneous electrical section related activities.

Year of Broadband 2007

2007 has been declared as "Year of Broadband" in India and BSNL is in the process of providing
5 million Broadband connectivity by the end of 2007. BSNL has upgraded existing Data one
(Broadband) connections for a speed of up to 2 Mbit/s without any extra cost. This 2 Mbit/s
broadband service is being provided by BSNL at a cost of just US$ 11.7 per month (as of
21/07/2008 and at a limit of 2.5GB monthly limit with 0200-0800 hrs. as no charge period).
Further, BSNL is rolling out new broadband services such as triple play

32
 Concept of Training & Development

Concept & Applications of Training & Development

Earlier humans used to transfer knowledge with the help of sign and actions to others, but due to
industrial revolution different types of training comes into existence which helps the workers for
operations of machines. Today because of rapid technological changes and improvement, there is
need for higher skills and knowledge in many areas and therefore training and development has
been the most important organizational activity.

Before some year’s employees were considered a cost to be controlled. But now it is considered
as an asset which can be developed so overall organizational development can be possible which
will give high rate of profit to the companies. Training and development increase the abilities of
employees to meet the new competitive standards of market. Its impact can be measured at
several levels- the economy, the organization and the employee. The Indian companies that have
made significant investments in their human resources have enjoyed increased economic success.
Therefore, training and development is important to cope up with the challenges in the changing
environment so that organization can remain in business. Training and development programs
are needed for organizations of all size, all types, all levels and at all areas.

Training & Development needed in.

All type of organization like profit or NGO
All size of organization
At all levels of organization
All areas of organization
Training & Development
According to H. John Bernardino “training is any attempt to improve employee performance on
a currently held job or one related to it”.

Nadler has stressed the difference between ‘training’ which is concerned with present jobs, and
‘development’ which is concerned with future jobs as opposed to Hamblin who assumes
development simply as training for future jobs.2

Training is an educational process. It provides information to the people and increases

33
knowledge and skills and can help them improve their effectiveness at work. Training can be
given to individuals and groups. Content of trainings increases skill development and improve
behavior at workplace. Training and development are one of the key HR functions. Most
organizations look at training and development as an integral part of the human resource
development activity. Many organizations have mandated training hours per year for employees
keeping in consideration the fact that technology is deskilling the employees at a very fast rate.

Technically training involves change in attitude, skills or knowledge of a person with the
resultant improvement in the behavior. For training to be effective it has to be a planned activity
conducted after a thorough need analysis and target at certain competencies, most important it is
to be conducted in a learning atmosphere. While designing the training program it has to be kept
in mind that both the individual goals and organizational goals are to be fulfilled. Organizations
prepare their training calendars at the beginning of the financial year where training needs are
identified for the employees. This need identification is called as ‘training need analysis’ and it is
a part of the performance appraisal process. After training need analysis, the time period for
training and training programs are decided.

Many times, training is confused with development, but both are different. Development is the
opportunities created to help employees for their growth. Training focuses on the current job, but
development provides competences for future job, so employees can work in more than one
department and level. It is a program to develop them for future positions. This is done on the
basis of existing attitude, skills and abilities, knowledge and performance of the employee. The
major difference between training and development is, training focuses on the current employee
needs but development focuses on preparing people for future job and responsibilities.

Training involves certain issues as noted below.

1. Identification of training needs and setting training objectives – Training objectives is a
description of what an employee should be able to do after training that he could not do
before. Training objective should be stated in detail and it should be observable.
2. Identification and selection of right training and development methods is key to its
effectiveness.
3. Evaluation of training and development program is necessary for its continuity.

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 Objectives of Training & Development

The main aim of training is to help the organization and employees in achieving. Training means
investment of time and money in human resource to enable them to perform better and to
improve them to make the best use of their natural abilities. The objectives of training and
development are as below.

1. To provide new employees the basic knowledge and skill they need for performing their work.
2. To ensure that each employee has capabilities to perform their duties.
3. To assist employees to function more effectively in the in present positions by providing them
up dated information and techniques and developing the skills that they will need to do their job.

4. To help the employee develop as an individual so that the organization can utilize the
maximum potential of its employees.

5. To prepare employees for high level responsibility.

6. To reduce supervision wastage and accidents.
7. To develop inter-personal relation.
8. To reduce employee turnover and absenteeism.
9. To increase motivation and morale of employees.

Types or Content of Training

Training may be organization specific as well as general, depending on the needs of the
organization, job and the employees. However, following are some common programs.

1. Communication Training: The increasing diversity of today’s workforce brings a wide variety
of languages and customs. Thus, staff should be able to be very good in written and verbal
communication.

2. Computer Skill Training: Computer skills are becoming a necessity for conducting
administrative, shop floor and office tasks. Therefore, computer training helps employees and
organizations to take advantage of computer technology.

3. Customer Service Training: Increased competition in today’s global marketplace makes it

35
critical that employees understand and meet the needs of customers.

4. Diversity: This includes explanation about people and their different perspectives and views,
and how it can be handled.

5. Ethics Training: Today’s society has increasing expectations about corporate social
responsibility. Also, today’s diverse work force brings a wide variety of values and morale to the
workplace. Ethics training helps managers and employees to behave according to ethical norms
of the organization and helps to improve corporate image. “Ethical business is a good business”.

6. Human Relation Training: The increased stresses of today’s workplace can include
misunderstanding and conflicts. Training can facilitate people to get along well in the workplace.

7. Safety Training: Safe training is necessary to prevent accident- unplanned or unintended loss
of men and money. Safety training is critical where working with heavy equipment’s, hazardous
chemical, repetitive activities etc., but also can useful with practical advice for avoiding assaults
etc6.

8. Need Based Training: Besides above areas of training, there may happen to be need of training
in some specific areas which are identified on the bases of performance.

9. Training Skills Training may not be an exact science, but neither is it an activity that can be
left to inexperience. Trainer must have following essential skills.

10. Technical Skill: Trainer must have adequate knowledge of the subject of training. He must be
aware of newer knowledge, practice and skills and continually update their subject knowledge.
He should have ability to deliver group and individual training. He should be able to provide
training which is concerned with employees e.g. on- the- job training, use of computer and
software, health and safety practice, public relation and leadership development. He should be
able to make training curriculum and provide programs. He should have capacity to make
training plan and determine training method. He should have ability to use proper training aids,
including training handbook, multimedia.

36
Principles of Training
The basic training principle helps trainers to design programs according to the need of an
organization and individual employees. The major principles of training are:

1. Training should be based on needs and objectives of the organization as well as employees.
2. Training and development should be based on an assessment of the performance and
requirement of individuals and organization.

3. Training should be conducted in the actual job environment to the maximum possible extent.
4. The performance of individuals during their training and development should be monitored,
reviewed at intervals, recorded and any necessary action taken.

5. Training should be focus on job related skills, knowledge and information. This helps in
achieving objectives of training.

6. Training should not provide so many details to employees that it overloads and confuse
employee which result in loss of learning.

7. Employee must be given opportunity to practice what they have learnt in training program so
that we can know what they have already learned.

37
Importance & Advantages of Training & Development

“Training is a process which enables the trainees to achieve the goals and objectives of their
organizations” (Chowdary D.P.)9. Training is a continuous and never-ending process. The
following advantages can be derived from a scientific training program.

1. Better Performance: It results in better performance of employees both in terms of quantity

and quality of output. Putting an untrained person on the job is just like sending an untrained
boxer in the ring.

2. Economy in Training Costs: The learning times is reduced considerably by training. In the
absence of a systematic training program, training costs will be higher as the employees will
indulge in self-training.

3. Elimination of Wastage: Machines and material are handled economically resulting in the
elimination of all types of wastages. It also leads to reduction in the cost of production10.

4. Less Supervision: Supervision of trained employees is reduced to a great extent as they want
to do the job with the least supervision.

5. Less Accidents: Training also helps in reducing accidents generally lack of training in
equipment and safety measures, are responsible for majority of accidents

6. Team spirit: Training and Development helps in inculcating the sense of team work, team
spirit, and inter-team collaborations. It helps in inculcating the zeal to learn within the
employees.

7. Organization Culture: Training and Development helps to develop and improve the
organizational health culture and effectiveness. It helps in creating the learning culture within the
organization.

8. Quality: Training and Development helps in improving upon the quality of work and work-
life.

38
9. Healthy work environment: Training and Development helps in creating the healthy working
environment. It helps to build good employee, relationship so that individual goals align with
organizational goal.

10. Profitability: Training and Development leads to improved profitability and more positive
attitudes towards profit orientation.

Training and Development aids in organizational development i.e. Organization gets more
effective decision making and problem solving. It helps in understanding and carrying out
organizational policies. Training and Development helps in developing leadership skills,
motivation, loyalty, better attitudes, and other aspects that successful workers and managers
usually display.

Factors influencing training

1. Management Support
It is an important factor which affects job training. It is important that managers create a climate
which is helpful in learning and encourage professional development. Without management
support, there would not be adequate funds for training programs, and workers would not be able
to use new technologies.

2. Effective and Experienced Trainer

Trainer may internal or external but he must be able to communicate effectively. He should aid a
conversation to know and fulfill the needs and expectations of the learners. Trainer must present
material clearly and effectively, and be able to make information interesting. He should be able
to adjust appropriately when necessary.

3. Learning Objectives
Another factor which makes a training success is a well-written learning objective. Learning
objectives works as guidance for discussions and help students understand what is expected of
them. Students who understand what is expected are more involved and willing to work hard in
order to achieve goal. To be effective, learning objectives must specify a performance that a
learner should be able to perform at the end of training program

4. Learner Readiness A learner must also be ready and willing to learn new information. A
learner must identify the need to adapt new behavior and be able to learn a new skill, and the

39
learner needs to have an open mind so that he can think and perform in new way.

5. Learner Emotional Investment

Adult learners are especially notorious for needing to know why they need to know something.
Adults need to see the immediate benefit of applying the new skills, which increases emotional
investment and level of engagement. Furthermore, adult learners need to retain an emotional
connection to prior experiences that relate to new information12.

Management Development
Management Development is best described as the process from which managers learn and
improve their skills not only to benefit themselves but also their employing organizations.
Management development is the structured process by which managers enhance their skills,
competencies and knowledge, via formal or informal learning methods, to the benefit of both
individual and organizational performance13.

According to Management Development Institute of India— "Management development is the

development of management over and above its science and theory, of its practice and
application in organizations, corporations and institutions, alike in relation to the organization
and manager, so as continuously to re-equip both to fulfill their purposes more effectively and in
harmony with each other and both with the environment in which whey function and have their
being and hope to thrive upon and grow.

Objectives of Management Development

1. To provide adequate leaders.
2. To increase the efficiency of performance of existing executives.
3. To serve as a means of control in operations.
4. To train managers for higher assignment who show potential for growth greater than those of
their colleagues.

5. To prepare them for adaptation to changes, environmental, ideological and technological. 6.

To develop unity of purpose and improve morale15.

Methods of Training & Development

To decide which method of training and development to use in a training and development

40
program can sometimes may be difficult, because there are many different training and
development methods, which may be used in a training environment. Some considerations for
proper method are as follows.

1. Purpose for training. For example, lectures and discussion for improving knowledge.
2.The subject matter and duration of time for training course determines the types of method.
3.The method should suit the audience and the business environment.
4.The cost factors.

Other factors affecting the choice of training method are:

1. Age, gender or level of education
2. Learning styles of trainees.
3. Number of trainees.
4. Trainer’s Skills.

Types of Training
Training can be divided into two types: Pre-service training and In-service training. Pre-service
training is more academic in nature and is offered by formal institution which follows definite
syllabuses for certain duration to offer a formal degree and diploma. In-service training on the
other hand is offered by organizations from time to time for the development of skills and
knowledge of the present employees.

Pre-service Training
Pre-service training is a process through which individuals are made ready to enter into certain
kind of professional job such as management, medicine or engineering. They have to attend
regular classes in a formal institution and need to complete a definite curriculum and courses
successfully to receive a formal degree or diploma.

They are not entitled to get a professional job unless they can earn a certificate, diploma or
degree from the appropriate institution16.

In-service Training
In-service training is a process of employee development for the purpose of improving the
performance of present employees. It promotes the professional growth of individuals. It is a
program designed to strengthen the competencies of employee while they are on the job. In-

41
service training is a problem centered and trainee-oriented activities.

Training & Development Methods

There are two types of methods i.e. On-the job training method and Off-the job training method.
The decision whether the training should be carried out On or Off the job cannot be made
randomly. A judgment has to be made as to which method is more likely to meet the required
objectives.

A) On-the job training method

On-the job training method generally takes place in the normal working situation. This refers to
the methods of training in which a person learns a job by actually performing it. A person works
on a job and learns and develops skill at the same time.

1. Apprentice
Training occurs under the supervision of an experienced person; an apprentice receive
knowledge and develops skills associated with a designated trade through on-the job training.
Most of their training is done while working for an employer who helps the apprentices learn
their trade or profession, in exchange for their continuing labor for an agreed period after they
have achieved measurable competencies17.

2. Job Rotation
Job rotation involves the movement of employees from one job to another in order to increase
skill and abilities. Job rotation involves the transfer of trainees from one job to another and
sometimes from one branch to another. The trainee is given full duties

and responsibilities of the rotated position. It is more suitable for lower level executives.

3. Coaching
In coaching, the superior plays an active role in training the subordinate. The superior may give
challenging task to the subordinate for the purpose of training. The superior may assist and
advice the subordinate to complete the given task. In this case, the superior acts as a coach in
training and guide the subordinate.

4. Understudy Position
The trainee is given an understudy position. The trainee handles some important work of his

42
superior’s job. The trainee, at a future date, is likely to take the duties and responsibilities of his
immediate superior. The understudy technique ensures a company that a fully qualified person
will be available to take over a present manager’s position whenever he leaves the position
through promotion, transfer, retirement or resignation18.

5. Management Participation
It gives chance to young middle-level managers to experience problems and responsibilities
faced by top-level executives in their company. About 10 to 12 executives from different
departments within the organization works in the board for a term of 6 months or more. The
board is allowed to study any problem faced by the organization and to make recommendations
to the senior board of directors.

Advantages of On-the job training

 Low cost - does not require the development of potentially expensive training materials
or classroom/computer-based instruction.
 Since On-the job training is performed at the work area, training tends to be focused on
performing real job tasks.
 Well suited for small groups - On-the job training is often the most practical training
method when you only need to train one or two employees at a time.
 Real life situation

 Trainee can establish work relationship from the start.

 Learning can be controlled.

Disadvantages of On-the job training

 Inconsistent – Traditional On-the job training relies heavily on an experienced employee
to provide the instructions based on what they feel. What is important to one employee
may not be important to another.
 Incomplete - Without a structured lesson guide, On-the job trainers often forget to cover
important information. What is learned is likely to be based on what happened that day
rather than on what a new employee needs to know to be safe and productive.
 Bad habits - The trainee observes and may adopt the trainer's habits and attitudes about
all aspects of the job including safety, quality, customer service, and relationship with

43
 management.
 Risk to machines, equipment’s etc. and increase in scrape due to lack of experience.

 Lack of time due to pressure of production.

 Psychological pressure on trainees due to exposure before experienced workers.

B) Off-the job training method

These methods require trainees to leave their workplace and concentrate their entire time towards
the training objectives. These days off-the-job training methods have become popular due to
limitations of the on-the-job training methods such as facilities and environment, lack of group
discussion and full participation among the trainees from different disciplines, etc19. Following
are the main off-the-job training methods:

1. Lecture method
This is a traditional training method. The role of a trainer is to provide the information to the
trainees, while the trainees’ role is to listen. When the purpose is to provide information, lecture
method is preferred. This method is suitable for large audience where participation is not needed.

Making lecture method effective:

 Lecture method can be improved by encouraging trainees to take notes.

 Use of the multimedia largely improves the effectiveness of lecture.

 The trainer can ask questions frequently during a lecture to increase the
involvement of trainees.

2. Group Discussion method

A small group discussion is an activity that allows learners to share their experiences and ideas
or to solve a problem20. The trainer conducts a group discussion with purpose of solving a
problem, getting feedback, sharing experience or encouraging ideas. During the group discussion
the trainer’s play the role of facilitator and ask questions, encourages involvement, manages the
environment and gives the conclusions.

Making group discussion method more effective

 The trainer should announce well in advance about his intention to use group discussion

44
 method, so trainees can know that they are to participate.
 The problem of one man influencing the whole group can be addressed by skilled
trainer.
 To start the discussion the trainer may ask questions to the group that build interest or
bring out opinions.
 The trainer should remain neutral as far as possible to make the group discussion a
successful method.

3. Case Study
This technique was developed by Harvard Business School, U.S.A. A case study is an objective
description of a real-life situation that can occur in business, in case of which, the participants are
required to take appropriate decision21. Identification and diagnose of the problem are the aim in
case study method. Alternate courses of action are suggested from participants.

Making case study effective:

 Presenting real case, which gives an actual problem or situation occurring in an
organization.
 Provide sufficient time before starting case study analysis to the members to study and
prepare for the case.

 This method can be effective if small groups compete with each other.

 A debate on possible alternatives and solution can be useful, but care should be taken
that the trainers should not misbehave

4. Incident Process method

This method was developed by Paul and Pagers. This may include company rules, union
agreements, or biographical information about the characters. In the usual case method, the entire
problem is presented to the students, whereas in the incident method only a brief incident is
presented to provoke discussion in the class22. This is followed by some questions like what,
when, where, and how the incident happened and who was immediately involved. This leads to
discussion and lively analysis because people find it easier to think and feel that the situation is
happening now and that they are taking part in it.

5. Simulated Training

45
A simulator is any kind of equipment or technique that duplicates as nearly as possible the actual
conditions encountered on the job. It is an attempt to create a realistic decision-making
environment for the trainee. Simulation present likely problem situations and decision
alternatives to the trainees23.

6. Role Plays
In role playing method different role has to be performed by the students on a particular situation
by assuming it as a real situation which can provide good amount of experience to the
candidates. The participants play the role of certain characters such as manager, executive,
supervisor etc. This method is mostly used for developing inter-personal relations.

7. Business Game
Business games are classroom simulation exercises in which teams of individuals compete
against each other to achieve given objectives. For instance, teams may be asked to make
decisions regarding pricing, production quantity, research expenditures, advertising and sales
promotion plans, channels of distribution etc. Team actions and decisions are fed into a computer

that has been programmed according to a particular market. Business game participants learn by
analyzing problems and by making trial-and-error decisions.

8. Conference method
This method is use for providing messages on a large scale. Often to an audience of several
hundred people or executives with common interest from a wide section of the society who are
seeking an opportunity to hear the views and comments of experts. There will be a chair person
who will give his conclusion at the end of conference. He is expected to have complete control
both of the speaker and of the audience. He should plan well what the speaker should deliver and
provide adequate time for asking questions.

9. Sensitivity Training
In this type of training, a small group of trainees consisting of 10 to 12 persons is formed and an
unstructured situation is given to them. Sensitivity Training is a form of training that claims to
make people more aware of their own prejudices, and more sensitive to others24. The objectives
are to increase listening skills, trust, support, tolerance and to understand the feeling of each
other.

46
10. Vestibule Training method
In this method, actual work conditions are simulated in a class room. Materials, files and
equipment which are used in actual job performance are also used in training25.It is very much
useful for the semi-skilled, skilled and executives. With the help of this training process, at a time
so many trainees can be trained like trained clerks, bank tellers, machine operators, inspectors,
testers, etc.

Advantages of Off-the job training

 This type of training gets employees away from their work environment to a place
where their frustrations of work are eliminated. This more relaxed environment can
help employees to absorb more information as they feel less under pressure to
perform.
 As the training is held externally, company would not have added costs incurred as a
result of extra equipment or additional space.

 Sending an employee on a training could help to make an employee feel more

valued as they would feel as if they are receiving quality training.
 Trainee’s specific difficulties are easier to explore.

 Improve morale and motivation for self-development.

Identification of Training and Development Needs

Training need identification or analysis is done to find out the kinds of training that are needed,
who needs them, where they are needed, and which method will best deliver the needed skill,
knowledge and attitudes to the worker. The need for staff training can be identified in a number
of ways, such as during interviews, through feedback from colleagues, by competence or
knowledge tests, by observing work taking place, or from appraisal documents or CVs26. If
productivity is not up to the expectation than to the manager and H.R department is informed
that training is needed. Excessive customer complaints also give information about quality of
product or services and the consequent need for training.

Training need assessment is an organizational intervention. A well planned and designed

assessment helps the organization to a greater extent. Its success largely depends on the support

47
extended by the organization and its members at all levels. The success of training need
assessment process depends on the organization support and the person leading the team to
achieve the success. If there are any differences or misunderstandings than it should be cleared

Before training someone, we have to know that whether the person really requires training or not
and if yes than what type of training is required and what should he learn from training. It is
conducted at organization level, individual level and the job level. It is based on the systematic
gathering of data about existing employees’ capabilities and organizational demands for skills27.

1. Organizational analysis
At organizational level, training need analysis focuses on strategic planning, organizations goals
and needs. It involves assessment of both the internal and external environment of the
organization. Internal environment includes procedures, policies, strengths & weaknesses, while
the external environment account for the opportunities and threats28.

2. Operational / Job analysis

Training Need analysis at job level focuses on the work that is being assigned to the employees.
The job analyst gathers the information on whether the job is clearly understood by an employee
or not. He gathers this information through technical interview, observation, psychological test;
questionnaires asking the closed ended as well as open ended questions, etc29. Based on the
information collected, training Need analysis is done.

3. Individual analysis
Training need analysis at individual level focuses on each and every individual in the
organization. At this level, the organization checks whether an employee is performing at pre-
determined standards or not. If the actual performance is below the expected performance then
there is a need of training. However, individual competence can also be related to individual
need.

Objectives of identification of Training & Development needs

 To determine whether training is needed.

 To determine cause of poor performance.

48
  To determine content and scope of training and development program.

 To determine desired training and development outcomes.

 To provide basis of measurement.

 To gain management support for training program.

 To determine what training and development program is related to employee’s job.

The training need exists when there is a gap between what is required of an employee to perform
their work completely and what they actually know.

Process of Identification of Training and Development needs

Training is defined as a process for developing individual skills and effectiveness. Individual
effectiveness in terms of skill, knowledge and attitudes, is one of the building blocks towards
achievement of wider goal of improved organizational effectiveness.

49
1. Problem Identification:
Firstly, the problem areas are to be identified for appropriate training program. For that we have
to check the actual performance of our organizations and our people against predetermined
standards. It has been divided into two parts.

 Current situation: We must determine the current skills, knowledge, and abilities of our
employees. It also includes our organizational goals, climate, and internal and external
environment.
 Desired or necessary situation: We must identify the desired conditions for organizational
and personal success. It focuses on the necessary job standards, as well as the skills,
knowledge, and abilities needed to accomplish work successfully.

The "gap" between the current and the desired standard will identify our needs, purposes, and
objectives of training.

2. Designing the need analysis:

The design of the training need analysis is to be determined in order to identify appropriate
method for training and development. While evaluating the selection of methods of training and
development, the advantages and disadvantages of methods must be carried out carefully. It is
done on the basis of the current and desired competencies.

3. Data collection:
The information gathered on gaps between required and existing levels of knowledge, skills,
behaviors and attitudes for each individual should be collated at each sub-unit or team level. This
will identify the training needs of the sub-units or teams30. The person who collects the data
should be an expert in related area or subject. Data may be collected through various methods
such as:

 Conducting personal interviews

 Questionnaire and surveys

 Performance appraisal

 Observing employees at work

50
4. Data analysis:
After collection of data it needs to be carefully analyzed. Quantitative and qualitative methods
are used to analyze and interpret the data. After analysis and interpretation of collected data,
conclusion and solutions are recommended.

5. Providing feedback:
After analyzing and interpreting the data feedback should be provided to the management
regarding the conclusion either through a written report or through oral presentation.

6. Developing action plan:

After providing feedback an action plan is developed to meet the identified needs of training and
development of employees. Action plan is then evaluated, analyzed and reviewed for
improvement and forward it to the management for approval. If people are doing their jobs
effectively, perhaps we should leave well enough alone. However, some training and/or other
interventions might be called for if sufficient importance is attached to moving our people and
their performance into new directions31.

Methods of Training need assessment

There are a number of practical methods that we can use to gather data about employees’
performance. Each method works well in given situation; therefore, we must choose the method
which is suitable in organization. In order to get proper data, we should always use at least two
methods. One of should always be observation, because a supervisor can easily observe his
subordinates and know best that what type of training is required.

1. Documentation review:
Performance appraisal forms of employees can be analyzed for identifying the areas of
improvement of employees. During the performance interview, an employee should be asked
regarding the duties and training of a worker. Answer given during the appraisal interviews are
authentic, and can assist in establishing the needs, variations and all type of information that a
training program should include. Feedback should be provided at the time of appraisal interview.

51
Training needs differ from worker to worker, so we should schedule training program
accordingly.

2. Observation:
Observations done by the superiors and colleagues may be used to know the areas of problem. A
worker’s performance can be evaluated through observation and analyses, but it is not always
possible where there are large number of workers working at same place and time.

3. Interviews:
The use of interview method in conducting the needs analysis is strongly recommended. It
ensures the same types of data from all sources. This allows you to determine whether a piece of
information is one person’s opinion, or opinion of all employees. Since in interview we have to
ask number of questions to each employee, we have to select essential questions only.

4. Questionnaire:
In interview method we have to select we have to select few employees or workers for asking
questions as interview of all the employees in impractical as it is time consuming and tedious
work. But questionnaire method is quantitative in nature as most or all the employees can be
included in it. Here opinion of all the employees is possible and after analyzing the data, we are
able to know what type of training is needed.

5. Job Description:
Before establishing a job description, a job analysis must be made. This job analysis includes all
the responsibilities of the related job. It should be such that the person who is conducting training
program can use job analysis for preparing course of training. When an employee’s job
description is prepared the trainer can easily make his training program according to employee’s
responsibilities and task

6. Suggestion box:
A suggestion box is a very basic tool. Complaints or suggestions from employees regarding
training can be put in suggestion box which can be used in assessment.

52
7. The Difficulty Analysis
Identification of an employee's duties that cause them the most difficulty, and allowing for more
training in those areas32.

Designing & Conducting Training and Development Program

The design of the training program can be undertaken only when a clear training objective has
been produced. The training objective clears what goal has to be achieved by the end of training
program i.e. what the trainees are expected to be able to do at the end of their training. Training
objectives assist trainers to design the training program33. Every training and development
programmed must address certain viral issues – 1. Who participates in the programmed? 2. Who
are the trainers? 3. What methods and techniques are to be used for training? 4. What should be
the level of training? 5. What learning principles are needed? 6. Where is the programmed
conducted?34

Steps in Designing Training & Development Program

All the organizational problems cannot be solved by training. It will be advisable for the trainer
to clearly identify what problems can be solve by training and what cannot. The Ideal training
program can be designed as follows:

1. Objective of the training program:

An objective is a statement describing the knowledge or skills that the trainee has to acquire on
the completion of the training program. There are two types of approaches as follows:

Reactive Approach:
It takes into account the immediate need of the training which is related to organization’s
problem.

Pro-active approach:
This is based on the long-term plan of the organization taking into account the futuristic need &
long-term objective.

53
2. Design the training program:
As per the availability of the Trainers and Trainee HRD Coordinator will plan the training
program. Selection of the faculty is also important. Trainer can be from internal or from external
source. Based on the results we obtain in the 1st phase, we will design the training. This phase
consists of identifying learning objectives, which describe in a manner that can be measured
what the trainee should be able to do upon completion of the training35. We will also determine
how the course will be delivered, who and when it will be delivered.

3. Contents of the training program:

Once we have decided who needs to be trained and why, we then need to get suitable training
material to suit the objectives of the training36. It includes subject matter and material of training
program, depending upon the problems the subject is selected and material is prepared by the
trainer.

4. Duration of the training:

Here the trainer will decide the duration period of training and other factors such as, at what time
the training will start, refreshment break, lunch break etc.

5. Evaluations:
Evaluation is the most important part of the training program. Based on the evaluation we can
find out success of the training, based on the evaluation HRD Coordinator will evaluate the
outcome of training and if required then he will take the necessary action in next training
program

Concept of Conducting/Implementing Training and Development Programs

To put training program into effect according to definite plan or procedure is called training
implementation. Training implementation is the hardest part of the system because one wrong
step can lead to the failure of whole training program. Even the best training program will fail
due to one wrong action37. In many ways, deciding who will conduct the training is simpler than
deciding who will control it. Possibilities are a program or training director, other staff members,

54
outside presenters (including participants and other community members) or organizations, or
some combination38.

Steps

1. Selection of Training and Development Method:

The training and development method should depend upon the knowledge of trainees, area of
their work, their position in the organization etc. It also depends on the subject matter and
material prepared by the trainer. It can be on-the job or off-the job training method depend upon
the type of training and trainees.

2. Communicating Training and Development Program:

Trainers should use appropriate channel of communication. Circular, notice etc. can be used as a
channel of communication. It is important to communicate training and development program
sufficiently in advance so that the departmental managers of the trainees can plan for delegation
of the work of the trainees who will be away from their actual work. Individual employees also
get opportunity to not only plan their regular work and make for suitable adjustment but also to
plan their personal priorities. It should include:

 Title of the program.

 Basic objective of the program.

 Venue.

 Time.

 Other requirements, if any.

3. Implementation:
Trainer must make all arrangements necessary for the smooth conduction of the training and
development program. He should be experienced and knowledgeable. He should begin by
creating an environment for learning and participation for the trainees. He should continuously
check the attention, interest, active listening and participation of the trainees.

55
4. Evaluation of Training and Development Program

Evaluation is the procedure of getting to know the returns or output of training input, Human
resource development or department manager eager to know the result of training. The process
of examining a training program is called training evaluation. Training evaluation checks
whether training has had the desired effect. Training evaluation ensures that whether candidates
are able to implement their learning in their respective workplaces, or to the regular work
routines39.

To measure the effectiveness of its training and development, Siemens uses an appraisal system,
known as a Performance Management process. Employees and their line managers agree
objectives at the beginning of a placement and progress is then monitored formally and
informally throughout the placement. This helps to focus everyone on the developing needs of
the business40.

Evaluation is an important part of training program. Before the training program it should be
defined. To identify the method of evaluation trainers has to follow following questions.

 Why to evaluate?

 When to evaluate?

 What to evaluate?

 How to evaluate?

Importance of evaluation
Through evaluation we can justify the expenditure made on training programs and it is important
as we can know that which training method and training institute is best for the organization. We
can also know how much a training program has affected the organization. When we evaluate
and analyze the training program, we can find out the successfulness of the trainers and training.
It helps to plan next training also.

56
Methods of Data Collection for Evaluation

1. Observation:
Observation involves selecting, watching and recording objects, events or activities that play a
significant part in the administration of the program being evaluated. The observed conditions

can then be compared with some pre-established criteria and the deviations from this criterion
analyzed for significance. In some cases, direct observation can be an essential tool for gaining
an understanding of how the program functions41. Observation may take many forms. It can be
in controlled or in natural conditions. Observation can be participating and non-participate.

2. Interviews:
The interview is perhaps the most widely used technique known to society. Interviews are
purposeful conversations used to gather open-ended qualitative data. Interviews can be done
face-to-face or over the phone. The major drawback to interviews is the time and cost involved.
Interviews are time-intensive for both the researcher and the respondent. There are many forms
of interviews. Structured and unstructured interviews, focused interviews, depths interviews.

3. Questionnaires:
Questionnaires provide an easy way to distribute a standard set of questions to any number of
respondents, the response format lends itself to easy data collation and analysis, and they are also
a lot more cost-effective to administer than conducting interviews. As a result, questionnaires
have become the most popular method of gathering training evaluation data for effectiveness and
impact analysis43. Questionnaires can be Structured & Unstructured. The structured
questionnaire consists of direct and predetermined questions. While unstructured questionnaire is
used mainly for conducting interviews, it is flexible.

The selection of the question is based on the objective of the training. It is very economical
terms, less efforts and costs both for the trainers and trainees. In negative side the questionnaires
give data on biased sample because it can be used only with the select interested group.

4. Surveys:
Surveys are probably the most recognized and popular form of data collection because they
provide an easy way to collect a lot of information at once in a systematic and standardized way.

57
Surveys ask the same questions in the same way for every study participant. Surveys are
effective tools for collecting data for various sample sizes, small to large44.

5. Focus Groups:

A focus group is a group interview or focused discussion where a facilitator leads a group of
participants through a set of questions on a particular topic. Like interviews, focus groups can be
used effectively to get reactions, insights, opinions, attitudes, and preferences regarding training
programmes45. It is an effective method for generating new ideas, it is inexpensive and can be
quickly organized. The methods will be effective depending on the selection of trainees.

Types of Evaluation

1. Formative Evaluation:
A formative evaluation sometimes referred to as internal is a method for judging the worth of
a program while the program activities are in progress. This part of the evaluation focuses on
the process46. This involves judging the activities of your project. This often involves
looking at what has been done, who has been reached, and the quality of the activities.

2. Summative Evaluation:
This is done at the end of the project and involves considering the project as a whole, from
beginning to 'end'. It is meant to summarize and inform decisions about whether to continue the
project (or parts of it), whether it is valuable to expand into other settings47. Summative
evaluation examines program outcomes to determine overall program effectiveness. Summative
evaluation is a method for answering some of the following questions such as, were your
program objectives met? Will you need to improve and modify the overall structure of the
program? What is the overall impact of the program? What resources will you need to address
the program’s weaknesses

58
1.What do you understand by training programs conducted by BSNL?

Table 4.1.1

Son Options No of respondents Percentage

1 Learning 23 28%
2 Career Enhancement 11 13%
3 Sharing Information 22 27%
4 All the Above 26 32%
Total 82 100%

Pie Diagram 4.1.1

Understanding Training programmes

28%
32%
Learning
career Enhancement
Sharing information
All the above

13%

27%

59
Interpretation: 4.1.1

Training is the act of increasing the skills of an employee for doing particular job. Training
constitutes a basic concept in human resource development. Training refers to teaching and
learning activities carried on for primary purpose of helping members of an organization acquire
and apply the knowledge, skills, abilities and attitudes needed by a particular job and
organization.
Form the above analysis out of 82 respondents, 28% of the employees believes in learning, 13%
of them believes career enhancement, 17% of them believes sharing information, 32% of
employees felt that they have understood about sharing knowledge career enhancement and
learning in their training program.
From the above table and pie chart, it is clear observe that majority of the employees in BSNL
understood that training is nothing but learning, career enhancement and sharing information.
But very few of them believe that training is for career enhancement only.
From the above analysis majority of the employees believes that all the three i.e. learning, career
enhancement and sharing information are creates more impact on training programs conducted
by BSNL.

60
  Training programs would be conducted by.

Table: 4.1.2

S no Options No of respondents Percentage

1 Internal trainer 20 24%
2 External trainer 21 27%
3 Both 40 48%
4 None 1 1%
Total 82 100%

Pie diagram 4.1.2

Training programs

1%

24%
Internal trainer
External trainer
49%
Both
None
27%

61
Interpretation 4.1.2

Training constitutes a basic concept in human resource development. It is concerned with

developing a particular skill to a desired standard by instruction and practice. Training is a highly
useful tool that can bring an employee in to a position where they can do their job correctly,
effectively and conscientiously. Training is an act of increasing the knowledge and skill of an
employee for doing a particular job.
Out of 82 respondents, 24% of the employees are agreed that the training classes should be
conducted by the internal trainer and 27% of the employees are agreed to the external trainer and
49% of the employees were agreed that the training classes should be done by both internal and
external trainers.
From the table and pie chart, it is clear that majority of the employees are agreed that training
classes should be conducted by both the internal and external trainers. But only few of the
employees believes that the training classes should be conducted by the internal trainer. This
shows most of the employees in BSNL are likely to be interested in external trainer.
Hence the employees in BSNL were more comfortable to the external trainer rather than the
internal trainer.

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  To whom training is given more in your organization?

Table 4.1.3

S no Options N0 of respondents Percentages

1 Senior staff 10 12%
2 Junior staff 15 18%
3 New staff 25 31%
4 Based on 32 39%
requirements
Total 82 100%

Pie diagram 4.1.3

Training Is Important For

12%

40% senior staff

18%
junior staff
new staff
based on requirements

30%

63
Interpretation 4.1.3

From a CEO to at bottom level an employee every one requires training. Training is given to new
employees as well as existing employees. Training educates about the job and various tasks to be
performed in the job. Training enhances employee engagement with work.
Out of 82 respondents, 12% of the employees are agreed that training is given more to the senior
staff , 18%of the employees are agreed that training is given more to the junior staff ,31% of the
employees were agreed that training is given more to the new staff ,39% of the employees agreed
that training is given more as per requirements.
From the above table and pie chart, it is clear that majority of the employees are agreed that
training is given more to the employees based on their requirements. But only few of them agree
that training is given to senior staff. Majority of the employees agreed that training is given more
to the junior staff, new staff and based on requirements.
Hence in BSNL many of the employees have positive opinion about present training system.

64
  What type of training is being imported for new recruitments in your organization?

Table 4.1.4

S no Options No of Percentage
respondents
1 Technical training 26 32%
2 Management 22 27%
Training
3 Skill based 23 28%
Training
4 Others 11 13%
Total 82 100%

Pie diagram 4.1.4

Training For New Recruited Employees

13%

32%
Technical training
Management training
28% Skill based training
Others

27%

65
Interpretation 4.1.4

Training inculcates determination in newly recruited employees. Training enables in enhancing

skills of newly recruited employees. Training are of various types and imported based on
differentiation in job designation. Different types of training are being imported to new
recruitments are technical training, management training and skill-based training.
Out of 82 respondents 32% of the employees agree that technical training is imported to newly
recruited employees, 27% of the employees present that management training is imported to new
recruitment in BSNL. 28% of employees have signified that skill-based training is imported to
newly recruited employees, 13% of the employees have marked that other types of training are
imported to newly recruited employees.
From the above analysis, it is clear that majority of the employees are agreed that technical
training is imported to the newly joined employees. But only few of them agreed that
management training, skill-based training and others are imported to the new recruitments.
Therefore, BSNL provides technical training adequately to the newly recruited employees rather
than others.

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  How often the training program is conducted in your organization?
Table 4.1.5
S no Options No of respondents Percentage
1 Once in a year 32 39%
2 Every 6 months 40 49%
3 Every quarter 6 7%
4 Every month 4 5%
Total 82 100%

Pie diagram 4.1.5

Training Program Is Conducted

5%
7%

39% Once in a year

Every 6 months
Every quarter
Every month

49%

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Interpretation 4.1.5:

Training enables employees to contribute best in team building activities training ensures
efficiency in the productivity levels of the employees. programs designed for training employees
in specific skills. Employee training is a necessity.
Out of 82 respondents, 39% of the employees have marked that BSNL provides training to the
employees once in a year, 49% of the employees represent that training is given by the BSNL to
its employees in every 6 months, 7% of the employees have opted that training is given by
BSNL to its employees every quarter and 5% of the employees agree that training is given by
BSNL to its employees every month.
From the above table and pie diagram most of the employees in BSNL agreed that training
program is conducted every 6 months in BSNL. But few of them agreed that training program is
conducted once in a year, every quarter and every month.
Therefore, most of the employees agree that training is given by the BSNL in every 6 months.

68
  On what basis you are nominated for the training program.
Table 4.1.6
S no Options No of respondents P0ercentage
1 Skill 28 34%
2 Knowledge 34 41%
3 Cadre wise 18 23%
4 All the above 02 2%
Total 82 100%

pie diagram 4.1.6

Nominated For Training program

2%

23%
34%
skill
knowledge
Cadre wise
All the above

41%

69
Interpretation 4.1.6

Training constitutes a basic concept in human resource development. In BSNL mostly the
employees are nominated for the training program based on their skills, knowledge and cadre
wise.From the above table and graph out of 82 respondents,34% of the employees were
nominated for skill, 41% of the employees were nominated for knowledge, 23% of the
employees were nominated for cadre wise and rest 2% of them are nominated based on all the
above.
From the above analysis, it is clear that based on skills majority of the employees are nominated
for the training program and remaining percentage of the employees are nominated for the
training program based on knowledge and cadre wise.
Hence in BSNL most of the employees are nominated to the training program based on their
skills which helps them to improve their skills so that the employees can work efficiently which
helps the organization to reach their goals.

70
  What kind of training methods does the organization provide to train the employees?

Table 4.1.7

S no Options N0 of Percentage
respondents
1 On the job training method 26 32%
2 Off the job training 23 28%
Method
3 Audio visuals 19 23%
4 Lecturers 14 17%
Total 82 100%

Pie diagram 4.1.7

Training methods

17%

32%
On the job training method
Off the job training method
Audio visuals
23%
Lectures

28%

71
Interpretation 4.1.7
The employees in an organization are given training in order to improve their functioning in the
workplace. There are various training methods may actually be the most effective way to help
employees learn and retain information.

Most important training methods are on the job training, off the job training, audio visuals, and
lecturers etc.

Out of 82 respondents 32% of the employees are agreed to the on the job training ,28% of the
employees were agreed to off the job training ,23% of the employees were agreed to audio visuals
and rest 17% of the employees are agreed to lecture methods.

From the above table and pie diagram most of the employees agreed that on the job training method
is used to train the employees in BSNL. Few of them agreed that off the job training method, audio
visuals and lectures.

From the above analysis most of the employees in BSNL are supported to on the job training
methods.

72
  If you trained under on the job training methods, then from the following methods which
method do you prefer?

Table 4.1.8

Son Options No of respondents Percentage

1 Job rotation 20 24%
2 Coaching 28 34%
3 Job instructions 20 24%
4 Under study 14 18%
Total 82 100%

Pie diagram 4.1.8

On the job training

18%
24%

job rotation
Coaching
job instructions
24% under study

34%

73
Interpretation 4.1.8

On the job training is nothing but teaching the skills, knowledge and competencies that are
needed for employees to perform a specific job within the workplace and work environment. On
the job training uses the regular or existing workplace tools, machines, documents and skills
necessary for an employee to learn to effectively perform his or her job.
Out of 82 respondents, 24% of the employees choose job rotation ,28% of the employees choose
coaching, 20% of the employees choose job instructions, 14% of the employees choose under
study.
From the above table and pie diagram most of the employees agreed that coaching is used for on
the job training method and few of them select job instructions. this shows that most of the
employees in BSNL agreed that coaching is used for on the job training.
Hence most of the BSNL employees agree with coaching as a method for on the job training
method.

74
  If you trained under off the job training methods then from the following methods which
method do you prefer?
Table 4.1.9
S no Options No of respondents Percentage
1 Lecture method 45 55%
2 Vestibule training 10 12%
3 Simulation exercise 8 10%
4 Business games 19 23%
Total 82 100%

Pie diagram 4.1.9

Off the training methods

23%

Lecture method
Vestibule training

10% Simulation exercise

55%
Business games

12%

75
Interpretation 4.1.9:

Off the job training is a form of training in which employee training at a site away from actual
work environment. Most important off the job training methods are lecture method, vestibule
method, simulation exercise and business games.
Out of 82 respondents 55% of the employees were nominated to lecture method, 12% of the
employees were nominated to vestibule training, 10% of the employees were nominated for
stimulation exercise and 23% of the employees were nominated for business games.
From the table and pie diagram most of the employees in BSNL agreed that lecture method is
used for off the job training method and few of them select vestibule training, simulation
exercise and business games. This shows that most of the employees in BSNL agreed that lecture
method is used for off the job method.
From the above analysis most of the employees are supported for lecture method for off the job
training.

76
  Did your organization consider training as a part of organizational strategy? Do you
agree with this statement?

Table 4.1.10

S.no Options No of respondents Percentage

1 Strongly agree 16 21%
2 Agree 18 22%
3 Somewhat agree 30 37%
4 Disagree 18 22%
Total 82 100%

pie diagram 4.1.10

Training As A Part Of Organization

strategy

22% 21%

Strongly agree
Agree
Somewhat agree
22% disagree

37%

77
Interpretation 4.1.10

An organizational strategy is a creation, implementation and evaluation of decisions with in an

organization that enables it to achieve its long term and short-term objective. An effective
training strategy reduces costs and motivates employees.
Out of 82 respondents 21% of employees are strongly agree with this statement ,22% of the
employees are agree with that statement, 37% of the employees are agree with the above
statement and rest few 22% of the employees are disagree.
From the above analysis most of the employees are agree with this statement. And few of the
employees are disagree that organization consider training as a part of organization strategy. This
shows that employees in BSNL agreed with training is a part of organizational strategy.
Hence most of the employees in BSNL consider training as a part of organizational strategy.

78
 Do you consider training session conducted in your organization is useful?

Table 4.1.11

S.no Options No of respondents Percentage

1 Strongly agree 15 18%
2 Agree 40 49%
3 Somewhat agree 18 22%
4 Disagree 9 11%
Total 82 100%

pie diagram 4.1.11

Training sessions conducted in your

organization is useful

11%
18%

Strongly agree
22% Agree
Somewhat agree
disagree

49%

79
Interpretation 4.1.11

Training concerned with developing a particular skill to a desired standard by instruction and
practice. Training is a highly useful tool that can bring an employee in to a position where they
can do their job correctly, effectively and conscientiously. Training is an act of increasing the
knowledge and skill of an employee for doing a particular job.
out of 82 respondents 18% of employees are strongly agree with this statement

,49% of the employees are agree with that statement, 22% of the employees are somewhat agree
with the above statement and rest few 11% of the employees are disagree.

From the above table and pie chart, it is clear that majority of the employees agreed training
sessions conducted in BSNL are use full but few of them disagree with that statement. This
shows most of the employees in BSNL are agreed training sessions conducted in BSNL are use
full.

It is clearly stated that most of employees in BSNL agree that training programs provided by
BSNL are useful.

80
 Do you think employees who underwent for training program take the training seriously?

Table 4.1.12

S no Options No of respondents Percentage

1 Strongly agree 38 45%
2 Agree 16 20%
3 Somewhat agree 16 20%
4 Disagree 12 15%
Total 82 100%

pie diagram 4.1.12

Training program

15%

Strongly agree
45% Agree
20%
Somewhat agree
disagree

20%

81
Interpretation 4.1.12

Training is a highly useful tool that can bring an employee in to a position where they can do
their job correctly, effectively and conscientiously. Training is an act of increasing the
knowledge and skill of an employee for doing a particular job. Employees who take training
programs take training seriously because it will improve their skills and knowledge.
Out of 82 respondents 46% of employees are strongly agree with this statement ,20% of the
employees are agree with that statement, 20% of the employees are agree with the above
statement and rest few 15% of the employees are disagree.
From the above tale and pie chart, it is clear that majority of the employees are strongly agree
employees who underwent for training program take training seriously. few of the employees
disagree this statement. This shows most of the employees in BSNL are strongly agree that
employees who underwent for training program take training seriously.
From the above analysis most of the employees in BSNL are strongly agree that they take
training sessions seriously and they improve their skills.

82
 Are you satisfied with training and development programs conducted by BSNL?

Table 4.1.13

S no Options No of respondents Percentage

1 Highly satisfied 23 28%
2 Moderately satisfied 10 12%
3 Satisfied 31 38%
4 Dissatisfaction 18 22%
Total 82 100%

pie diagram 4.1.13

Training and development programmes

22%
28%
Highly satisfied
Moderately satisfied
Satisfied
dissatisfaction
12%
38%

83
Interpretation 4.1.13
Training refers to teaching and learning activities carried on for primary purpose of helping
members of an organization acquire and apply the knowledge, skills, abilities and attitudes
needed by a particular job and organization.
From the above table and graph out of 82 respondent 28% of employees are highly satisfied
with this statement ,12% of the employees are moderately satisfied with that statement, 38% of
the employees are satisfied with the above statement and rest few 22% of the employees are
dissatisfied.
From the above table and pie chart, it is clear that majority of the employees are satisfied with
training and development programs conducted by BSNL. Few of them are dissatisfied with that
statement. This shows most of the employees in BSNL are satisfied with training and
development programs.
From the above analysis majority of employees in BSNL are satisfied with training and
development practices provided by BSNL which will improve the skills of the employees and
growth of the organization.

84
 How do you feel attending training programs?

Table 4.1.14

Son Options No of respondents Percentage

1 Feeling highly 21 26%
responsibility
2 Getting more recognition 14 17%
3 Able to perform better 21 25%
4 Improve skills and 26 32%
knowledge
Total 82 100%

pie diagram 4.1.14

Attending Training programs

26
32
Feeling highly responsibility
Getting more recognition
Able to perform better
Improve skills and knowledge
17

26

85
Interpretation 4.1.14
Training program is a significant long-term training activity which comprises of a series of course
with a flexible time and cost budget. This program designed for training employees for acquiring
knowledge in specific task or work. This is useful in updating the skills of existing employees so
they will be ready for the the company to implement new technology, develop new processes and
acquire new market.

When the question was asked how did they feel about their training program. Out of 82 respondents
26%of respondents said they are feeling more responisible,17% of respondents said they are getting
more recognition ,26% of respondents said that they are performing better after training program
and 32% of respondents said they are improving skills and knowledge.

From the above table and pie chart, it is clear that majority of the employees feeling that attending
training programmed will improve skills and knowledge of the employees. This shows majority of
the employee in BSNL are believe that training programmed will increase the skills and knowledge
of the employees.

From the above table and pie diagram we can say that BSNL training program helps in improving
the skills and knowledge of an employees.

86
 Is Training and development programs help to change behavior of employees in an
organization?
Table 4.1.15

S no Options No of Percentage
respondents
1 Strongly agree 43 52%
2 Agree 29 35%
3 Somewhat agree 7 9%
4 Disagree 3 4%
Total 82 100%

Pie diagram 4.1.15

Training and Development Programmes

Helps to Change Behavior of Employees

4%
9%

Strongly agree
Agree
52% Somewhat agree
35% disagree

87
Interpretation 4.1.15

Training constitutes a basic concept in human resource development. It is concerned with

developing a particular skill to a desired standard by instruction and practice. Training is a highly
useful tool that can bring an employee in to a position where they can do their job correctly,
effectively and conscientiously. Training is an act of increasing the knowledge and skill of an
employee for doing a particular job.
out of 82 respondent 52% of employees are strongly agree with this statement

,35% of the employees are agree with that statement, 9% of the employees are agree with the
above statement,4% of the employees dis agree with that statement.

From the above table and pie chart, it is clear that majority of the employees strongly agree that
training and development programs help to change the behavior of the employee in an
organization. very few members disagree with that statement.

From the above analysis most of the employees are strongly agree with this statement. It clearly
stated that most of the employees in BSNL are satisfied with training and development programs
are changing the behavior of an employee in an organization.

88
 Training helps in increasing productivity of employees to achieve organizational goals.
Do you agree with this statement?
Table 4.1.16
S no Options No of respondents Percentage
1 Strongly agree 31 38%
2 Agree 28 34%
3 Somewhat agree 21 26%
4 Disagree 2 2%
Total 82 100%

Pie diagram 4.1.16

Training Helps In Increasing Productivity

Of Employees
2%

26%
38% Strongly agree
Agree
Somewhat agree
Disagree

34%

89
Interpretation 4.1.16

Training is a highly useful tool that can bring an employee in to a position where they can do
their job correctly, effectively and conscientiously. Training is an act of increasing the
knowledge and skill of an employee for doing a particular job.
out of 82 respondents, 38% of employees are strongly agree with this statement,34% of the
employees are agree with that statement, 26% of the employees are agree with the above
statement and 2% disagree with this statement.
From the above table and pie chart, it is clear that majority of the employees strongly agree that
training helps in increasing productivity of employees to achieve organizational goals. Very few
of them disagree with that statement.
From the above analysis most of the employees are strongly agree with this statement. It clearly
stated that most of the employees in BSNL are highly satisfied with the statement Training helps
in increasing productivity of employees to achieve organizational goals.

90
 Is training programs emphasis on developing technical and managerial capabilities of the
employees in the organization

Table 4.1.17

Son Options No of respondents Percentage

1 Strongly agree 28 34%
2 Agree 45 55%
3 Somewhat agree 8 10%
4 Disagree 1 1%
Total 82 100%

Pie diagram 4. 1.17

Technical and Managerial Capabilities Of

Employees
1%

10%

34% Strongly agree

Agree
Somewhat agree
Disagree
55%

91
Interpretation 4.1.17

Training programs emphasis on developing technical and managerial capabilities of the

employees in the organization. Training programs helps to increase the technical and managerial
skills of an employee.
out of 82 respondents, 34% of employees are strongly agree with this statement,55% of the
employees are agree with that statement, 11% of the employees are agree with the above
statement.
From the above analysis most of the employees are strongly agree with this statement. It clearly
stated that most of the employees in BSNL are highly satisfied with the training programs and it
helps to developing technical and managerial capabilities of the employees in the organization.

92
 Does training improve skills, knowledge and capabilities of an employee in an
organization?
Table 4.1.18
S no Options No of respondents Percentage
1 Strongly agree 34 41.46%
2 Agree 38 46.34%
3 Somewhat agree 8 9.75%
4 Disagree 2 2.43%
Total 82 100%

Pie diagram 4.1.18

Training Improves Skills, Knowledge And

Capabilities
2%

10%

Strongly agree
42%
Agree
Somewhat agree
disagree
46%

93
Interpretation 4.1.18

Training is the act of increasing the skills of an employee for doing particular job. Training
constitutes a basic concept in human resource development. Training refers to teaching and
learning activities carried on for primary purpose of helping members of an organization acquire
and apply the knowledge, skills, abilities and attitudes needed by a particular job and
organization.
out of 100 respondents 42% of employees are strongly agree with this statement,46% of the
employees are agree with that statement, 10% of the employees are agree with the above
statement and 2% disagree with this statement.
From the above table and pie chart, it is clear that majority of the employees in BSNL are agree
that training improves skills, knowledge and capabilities in an organization. very few of the
employees disagree with this statement.
From the above analysis most of the employees are strongly agree with this statement. It clearly
stated that most of the employees in BSNL are agree training will improves skills, knowledge
and capabilities of an employee in an organization.

94
 Does the training programs helped in developing decision making?
Table 4.1.19
S no Options No of respondents Percentage
1 Strongly agree 18 22%
2 Agree 26 32%
3 Somewhat agree 33 40%
4 Disagree 05 6%
Total 82 100%

pie diagram 4.1.19

Training Programs Helped In Developing

Decision Making

6%
22%
Strongly agree
agree
40% Somewhat agree
disagree
32%

95
Interpretation 4.1.19
Training programs helped in developing decision making of an employee in an organization and
helps to take best decisions among several alternatives.

out of 82 respondents 22% of employees are strongly agree with this statement,32% of the
employees are agree with that statement, 40% of the employees are agree with the above statement
and 6% disagree with this statement.

From the above table and pie chart, it is clear that majority of the employees in BSNL are agree that
training programs helped in developing decision making. very few of the employees disagree with
this statement.

From the above analysis most of the employees are agree with this statement. It clearly stated
that most of the employees in BSNL are agree training programs helped in developing decision
making of an employee in an organization.

96
Do you think training programs helped in getting aware of the latest trends in the telecom
industry?
Table 4.1.20

S no Options No of Percentage
respondents
1 Strongly agree 33 40%
2 Agree 34 41%
3 Somewhat agree 9 11%
4 Disagree 6 8%
Total 82 100%

pie diagram 4.1.20

Awareness of latest trends

8%

11%
Strongly agree
40%
Agree
Somewhat agree
Disagree

41%

97
Interpretation 4.1.20

Training programs helped in getting aware of the latest trends in the telecom industry and
updated to latest changes in a telecom sector.
out of 82 respondents 40% of employees are strongly agree with this statement,41% of the
employees are agree with that statement, 11% of the employees are agree with the above
statement and 8% disagree with this statement.
From the above table and pie chart, it is clearly stated that majority of the employees are agree
with training programs helped in getting aware of the latest trends in the telecom industry. This
shows most of the employees in BSNL are agree with training programs helped in getting aware
of the latest trends in the telecom industry.
Hence From the above analysis most of the employees are agree with this statement. It clearly
stated that most of the employees in BSNL are agree Training programs helped in getting aware
of the latest trends in the telecom industry. And updated to latest technology in telecom industry.

98
  Does your superior take feedback after a training module is completed?
Table 4.1.21

S no Options No of respondents Percentage

1 Strongly agree 24 29%
2 Agree 50 61%
3 Somewhat agree 7 9%
4 Disagree 1 1%
Total 82 100%

Pie diagram 4.1.21

Feedback
1%

9%

29%
strongly agree
agree
somewhat agree
disagree

62%

99
Interpretation 4.1.21

Feedback is a process in which the effect or output of an action is returned to modify the next
action. Feedback is essential to the working and survival of all regulatory mechanisms found
throughout the living and nonliving nature.
out of 82respondents, 29% of employees are strongly agree with this statement,62% of the
employees are agree with that statement, 9% of the employees are agree with the above
statement.
From the above table and pie chart it is clear that majority of the employees in BSNL are
accepted about the collection of feedback on training in their organization.
Hence collection of feedback about the training in every organization which helps further
changes and improvement in training program.

100
 What are the important barriers of training and development in your organization?
Table 4.1.22
S no Options No of respondents Percentage
1 Time 3 4%
2 Money 24 29%
3 Lack of interest by 21 26%
staff
4 Non availability of 34 41%
skilled training
Total 82 100%

pie diagram 4.1.22

Barriers of training and development

4%

Time

29%
41% Money

Lack of interest by
staff

Non availability of skilled

training

26%

101
INTERPRETATION 4.1.22

Barriers are common in all fields that exists in the world. In companies’ barriers are present in
every sector and are different from one sector to the other sector. A company is said to be good
when it crosses all its barriers. When comes to training and development sector barriers are
present in lack of sufficient time, money, skilled workers etc.
When question was asked about barriers that they facing during their training program. Out of 82
respondents 4% respondents felt lack of time as their barrier,29% felt that lack of money as a
barrier,26% felt lack of interested by staff and 41% non-availability of skilled training.
From the above table and pie chart it is clear that most of employees faces different barriers
during training program. That is non availability of skilled training
Hence in BSNL to obtain even better results the management should focus on declining the
barriers of the employees taking taking necessary actions.

102
What are the general complaints about the training sessions?
Table 4.1.23
S no Options No of respondents Percentage
1 Too many gaps between the 14 18%
Session
2 Boring and not useful 19 23%
3 Training session are 34 41%
Unplanned
4 Other 15 18%
Total 82 100%

Pie diagram 4.1.23

Complaints of training sessions

18% 18%
too many gaps between the
session
boring and not useful

training session are unplanned

23%
other
41%

103
Interpretation 4.1.23

Time is the precious part in every one’s life. Proper utilization of the time during their training
session will bring the employees into a position where they can do their job correctly effectively.
When question asked to the employees about general complaints of the training session out of 82
respondents 17% respondents feels that there is too much gap between sessions,23%respondents
feels that these sessions are boring,41%feels that their precious time was taken away by these
training sessions and 18% feels others.
From the above table and pie chart it is clear most of employees have the general complaints
training sessions are unplanned in the training sessions
Hence in BSNL to obtain even better results the management should focus on declining the barriers
of the employees taking taking necessary action

104
 Summary
Human resource management regards training and development as a function concerned with
organizational activity aimed at bettering the job performance of individuals and groups in
organizational settings. Training and development can be described as “An educational process
which involves the sharpening of skills, concepts, changing of attitude and gaining more
knowledge to enhance the performance of employees”. The field has gone by several names,
including human resource development, human capital development and learning and
development.

Training and development are a back bone for every organization. It 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. It helps in inculcating the sense of
team work, team spirit, and inter-team collaborations and in inculcating the zeal to learn within
the employees.

Training and development process perform vital functions within public organizations.
As job becomes more complex some type of training and development also increases. Employees
are treated as important assets of an organization. Training is a planned process to modify
attitude, knowledge, skill, behavior etc.., Today’s organizations are operating in a fast-changing
environment. So, training and development process perform an important role in the
organizations.

Bharat Sanchar Nigam Ltd. was incorporated on 15th September 2000. It took over the business
of providing of telecom services and network management from the erstwhile Central
Government Departments of Telecom Services (DTS) and Telecom Operations (DTO), with
effect from 1st October ‘2000 on going concern basis. It is one of the largest & leading public
sector units providing comprehensive range of telecom services in India

In this project I have observed all the training and development programs conducted at BSNL.
From chapter 1 to chapter 5 I have studied about all the information regarding my research topic
as well as the industry, company i.e., BSNL in which my study has been done.

105
 The trained employees are the valuable assets to any organization. Training at BSNL is given
when there is a difference between the job requirements and employee present specification.

In the study I found that the effectiveness of training and development in achieving the
goals of the company.

The data collection through various sources are primary and secondary data for the study
as both are quite essential in any type of survey.

Primary data was collected through survey and personal interview and secondary data on the
other hand are those which have already been collected by someone else and which have already
been passed through the statistical process. The secondary data has been collected from the
company record, journals. The secondary data collected for this research was obtained for
journals, magazines, company reports, books and websites.

The sample covers all categories of employees from several departments of the organization.
As the study intended to measure the effectiveness of training and development It was decided
not to restrict the study to particular department(or) section. Hence the sample covers the
employees from various departments. The size of the population is 100 employees as on date.
The size of sample was fixed to 82 employees.

The study gives a detailed idea about the employee’s attitude towards the
training program and how the employees apply the knowledge, skills and attitude in job
performance.

Feedback taken from all the employees are gathered and analyzed, after thorough
analysis and interpretations the study has come up with certain findings and suggestions.

106
 FINDINGS

Project study was conducted at BSNL, Vizianagaram, for a period of 1set May 2019 to 15th June
2019. Based on analysis of the data available and through my personal observation, the following
are the major findings.

1. About 26% of the employees felt that the training should be on the job, as it has an
advantage of giving first- hand knowledge and experience under actual working
condition.
2. 26% of the employees believe that, they have understood about learning, sharing
information and career enhancement about the training in their organization. Hence most
of the employees in BSNL can understood about the importance of training and how it
helps improving their skills.
3. It is clear that 23% of the employees are nominated to training program based on their
skills which helps them further improvement.
4. It is observed that 51% of the respondents agreed that the BSNL organization collects
feedback about training, which helps for further modifications and changes.
5. 48% of the employees believe that coaching best method for on the job training method
, which will improve the skills of the employees in an organization.
6. About 34% of the employees agreed that the training programs helped in getting aware of
the latest trends in telecom industry. This will lead to updating of latest technology in
telecom industry.
7. 38% of the respondents are agreed that the training program helped them in improving all
their required skills at their work. This will lead to the growth of the organization.
8. 30% of the employees are partially agree that organization consider training as a part of
organizational strategy.
9. 40% of the employees agree that training sessions conducted in BSNL are useful which
helped them in acquiring good results in their job.
10. 26% of the employees feels that attending training program will leads to improve skills
and knowledge. This shows that most of the employees show positive attitude towards
present training system.

107
11. 34% of the employees feeling that non availability of skilled training is one of the
important barriers of organization.
12. 40% of the employees feeling that both internal and external trainers are important for
training programs.
13. 33% of the employees in BSNL are partially agree that training programs helped in
developing decision making.
14. 34% of the employees feels that training sessions are unplanned in the organization, it is
general complaint by most of the employees.
15. 43% of the employees feels that training and development programs help to change the
behavior of the employees in an organization.
16. 40% of the employees agree that training program is conducted twice in a year. So,
employees have better opportunity to improve their skills by training programs

108
 Suggestions

After conducting the study on training and development with respect to BSNL Vizianagaram and
collected opinion from 82 respondents through questionnaire, the information which was collected
is stored and analyzed by using different statistical tools like tables, pie charts after this extensive
and well performed analysis of the data some of the suggestions were offered by the respondents
are as follows.
1. More training programs should be conducted to inculcate better work culture among the
employees, for this the employees should be given on the job training so that the work done
by trainee will help in the productivity because, it is observed that most of the employees in
BSNL Vizianagaram are likely to attend on the job training because, under this method, the
individual is place on a regular job and taught the skill necessary to perform that job; the
trainee learns under the supervision and guidance of qualified instructor. On-the-job
training has the advantage of giving first-hand knowledge and experience under the actual
working conditions. Training must be given to the all the groups at all levels to improve the
work skills at all the levels of the work.

2. Training programs must conduct by specialized trainers who are specialized in that field. So
that it may increase the effectiveness of employees and quality of study material must be
improved; it must be brief so that the employees participating in the training program would
understand it easily. The organization should further improve its efficiency through
motivation of their employees and by imparting training to them with latest and more
innovative techniques.

3. Feedback about the training should be taken from the employees frequently, which leads to
the improvement and necessary changes in training. It is observed from the questionnaire
that, employees at all the levels do not agree that the management collects feedback after
the training. This effect the further training programs conducted by the management. Thus,
the feedback collected from the trainees helps to implement necessary changes which helps
for the further development of the organization and its productivity

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4. Skill based training can lead to business value as employees improved skills and
competence lead to improved customer satisfaction through technical innovation,
operational quality and system effectiveness. The benefits of a well-trained, highly skilled
workforce also include higher competence, fewer errors and lower employee turnover rates.

5. The person undergone training programmed has to be informed that why his selection was
made for such programmed and what does organization expects from him after training
programmed. Training as viewed as a vital activity rather than a routine activity. The
training programmed has to be designed more on exercise rather than visual and audio. The
individual attention should be given on each trainee by the trainer.

6. Training facilities are offered to the employees to improve their skills and competencies
and get better at the job they do in the organization. The survey reflects that there are some
employees that are not aware of all the training programs in the organization. Hence it
should be taken to the consideration that the employees must be given workshop on
different training and programs so that they can identify their own training requirements
and take a step towards self-development.

7. It is suggested that every employee undergo the training programmed in a year than twice.
Training and development should be as accordance of the employees need that will help
simplify the work and make them more productive. Programmed should be conducted by a
team of professionals. Satisfaction is very essential as they should learn things that will help
them in future in their job.

8. Once the training is provided, the organization should evaluate the performance of the
employees after each training sessions. This will help the trainer to decide whether the
programs conducted are proving to be beneficial or not. Then according to the results, the
trainer can choose various methods as to make training more effective for the organization
and it will lead to reach goals.

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