Additional Staff To Handle The Increased Workload Management Essay

Additional Staff To Handle The Increased Workload caution EssayGiven the importance of a skilful and knowledgeable men in a business organisation, hiring additional staff to handle the increased work load is not the only solution. It would be better if staff is more than productive and efficient. This is because in this belligerent world, tuition is becoming a major issue for about organisations. Thus, instruct enables the worker to produce better results by continuously increase productivity and efficiency.The importance of planning has long been recognized but the signifi standce of pedagogy read compendium is to evaluate the effectiveness of the rearing programmes. Without an evaluation, business activities exit go on but no value exit be added in the level of performance. In most business enterprise, evaluation after prep often strickles on the low end of the priority list.Due to the increase level of competition of receipts business and high demand of the clien ts, high woodland is crucial to measure the level of satisfaction of the guests dealing with the State slang of Mauritius. The objective of the claim are to feel the area where there is need to increase the quality of serve being offered in the organisation so as to increase customer satisfaction as well as competitivity on the market. This testament be done by enhancing the development inescapably discernment in the organisation. And the reflect testament attempt to make recommendations wherever possible to increase the facts of life programmes so as the service offered would be more customer oriented.To guarantee the survey an over pot of the organisation is made. A background study is established with the re mickle of the literature on the training, the training needfully taxment and the customer service. The review is base on the literature found in books and internet sources.The top dognaire of this study was design to target 100 customers to be selected rand omly, to get their views on the level of quality of service being offered the State entrust of Mauritius. The information testament be collected from the questionnaires will be analysed in depth will support of relevant graphs.Ultimately, recommendations and suggestions will be appendd to improve the findings on the bowl of study.Abstract1Table of content2Introduction3Management Problem4 telescope of study5Literature Review6-11Aims of the study12 impersonals12Research caputs12 interpretation of terms13-14Nature of the study Research stick out15Sample16Data Collection17-18Data psychoanalysis19Validity Reliability20Ethical Considerations20Significance of the study21Conclusion22Bibliography23-24Appendices1 Draft Covering Letter25Appendices2 Draft Questionnaire26-28Table of ContentIntroductionTraining has long been an issue for memorial tablets. succession and expense are the main(prenominal) issues that consistently surface in training involve appraisal. Specially, there is a great desire for banking organisation to obtain training to be able to give higher and better level of service to the consumer in this industry.A pivotal aspect of this desire was the goal of stronger communication, cooperation and collaboration among the communities, the business enterprise. Training was identified as an immediate problem to be communicate.Due to the local and global competition, training is becoming vital for organisation for delivering quality customer service. Therefore, training is state to be crucial both for the employer and the employee. Increase in knowledge and skills make the staff more productive in his study and thus will be considered as a expensive asset for the organisation.However, despite its importance, the evaluation phase is usually inconsistent or unionly indifferent in m whatsoever cases. This may be due to factors internal to the organisation or perhaps the main reason behind this is that the tasks of evaluation of the training of necessity are too complex.The training necessarily assessment is a critical activity for the training and development function. Whether you are a human resource cosmopolitanist or a specialist, you should be adapting at performing a training ineluctably assessment. It is authorized to have an overview of the training and development function and how the needs assessment fits into this process, followed by an in-depth look at the core concepts and steps involved in conducting a training needs assessment.The Training needfully judgment that resulted is the subject of this look into paper.Management ProblemIn spite that the fact that the labor force is highly qualified and that they receive a certain level of training, it has been noted that the training needs assessment still need to be improved at the State Bank of Mauritius. No concrete evaluation has been conducted after delivering the training to assess its real needs and effectiveness. It was recognised that the employees responsible to cater for the customer care were unable to provide high quality service to immediate and external customers level after most level of training has been deliveredThe decline in the number if customers are in addition due to several management issues which result in that fall in number of clients. The main reasons are the rise of other emulous banking organisations which are coming up with efficient marketing strategies which are making their strengths. These competitive banks are bringing innovation in the way they deal with their clients and the various facilities they give them.Even though, not all performance problems can be addressed by training and in some cases, non-training interventions are necessary. By identifying performance problems that can be improved by training, the assessment will allow the agencies to focalise on the real training needs within their organizations.Henceforth, I chance that analysis of the outcome of the training is important that is training needs assessment need to be carried on to know whether the training is having a positive impact on the quality of service being delivered.This study attempted to assess the training needs of a State Bank of Mauritius. It is a banking organisation in Mauritius which I assumed to be facing a fall in the measure of clients as there is a failure in the efficiency of delivering customer service.Background of the studyTraining is concerned of all concerned of all categories of the workforce as well as the management, irrespective of their grades, gender and status in an enterprise. This is because there is a rise in globalisation, the level of competition is more needlelike and thus training is becoming an essential tool for the organisation in order to deliver quality customer service.Training is a useful essence to increase the knowledge and skills of the labor force. An effective training session will increase the workers productivity in the organisation and make them b ecome a valuable asset.Training has long been an issue for organizations that exist in the banking sector. Time and expense are the main issues that consistently surface in any training needs. And fourth dimension and expense impact smaller agencies to a very much greater degree than larger banks. A pivotal aspect of this desire was the goal of stronger communication, cooperation and collaboration among the community, and the State Bank of Mauritius. These could provide training and other opportunities for the enterprise.Training is identified as an immediate problem to be addressed in the banking trunk on the organisation as it has much to do in order to compete with the other banking firms. A more skilled and motivate workforce will care to tackle this problem and solve many other issues relating to low quality customer service. The Training Needs Assessment that resulted is the subject of this research paper. I feel that the analysis of the outcomes of the training will be e ssential indicator in the improvement being achieved.It is believed that training deficiencies exist with resultant employee performance problems within the bring up banks mainly among the customer service perspectiver who need to deal with the customers directly, the impact they make on the organisation as a whole is signifi sanctimoniousness. The problem is to mildew if training deficiencies do exist and, if so, to identify the common training needs will improve the customer satisfaction as the customer service agents, the abolish and other members of the management will cater for their needs and wants. I believe that if the study deals with this problem it may help the organisation to find innovative and competitive solutions as the work force will be happy and they may work in coordination with the management to improve the current condition of the State Bank of Mauritius.Literature ReviewThere has been considerable research and attention directed towards evaluating trainin g needs, understanding the importance of training to reduce cost and be more profitable. However, limited research has been made towards the evaluation phase.The literature reviews will examine the research and the literature relating to the awareness of the current state of knowledge in training and to show the thesis relates to others work and findings. This will be performed in order to develop a good understanding and insight into relevant previous research, a review of the definitions of training, quality service, customer service, customer service training, training needs, and training needs assessment from various authors.At this stage, I will present a critical summary on training needs assessment definition and other underlying terms that I will be using in the research project. The information was collected in books, magazines and web sites. The explanation of these terms will help to make the research proposal to be more suck and specific.The Importance of TrainingThe s ignificance and value of training has long been recognized. Given todays business climate and the exponential growth in technology with its effect on the economy and society at large, the need for training is more pronounced than ever. Training, in the most simplistic definition, is an activity that changes peoples behaviour. Increased productivity is often said to be the most important reason for training. But it is only one of the upbeats. Training is essential not only to increase productivity but to a fault to motivate and inspire workers by letting them know how important their jobs are and giving them all the information they need to perform those jobs (Anonymous, 1998).McNamara (n.d.) lists the adjacent as general benefits from employee trainingincreased job satisfaction and moraleincreased motivationincreased efficiencies in processes, resulting in monetary gainincreased capacity to pack new-sprung(prenominal) technologies and methodsincreased innovation in strategies a nd productsreduced employee turnoverThis is only a partial listing of the many benefits that result from training. Training that is steal to the needs of an organization can add great value.Training is not always the answer to performance problems. Brandt Sakakeeny, training industry analyst for Solomon Smith Barney believes that training can be a great investment and training can be a waste of capital (Rosner, 1999). Training is indeed a waste of money when the desired behaviour does not occur.Gupta acknowledges that not all performance problems can be addressed by training. In many cases, non-training interventions are necessary (Gupta 1999). The key is to identify what problems can be attributed to training deficiencies and, once that is accomplished, to insure that the right training is implemented.Bartram and Gibson, in their Training Needs Analysis Toolkit agree. Without the right training, employees can be the organizations biggest liability. Trained effectively, however, t hey can become your biggest asset (Bartram and Gibson, 2000). Rosner (1999) adds another ingredient for success support after training. He states, The most effective programs train workers in new behaviours and then train managers to support employees as they apply reading daily (Rosner, 1999, p.43). Support and endorsement from management can greatly enhance training results. one can conclude that training is not always the answer, and when it is the answer, it has to be the right training.Training is big business. In 1998, American companies spent $60 billion on training (Rosner, 1999). So, how does an organization train effectively so that the investment results in growth and success? To make training count, it must be matched directly to the needs of the organization and people in it. One tool that is utilize to accomplish this is the Training Needs Assessment.Training in Banking SectorBanking organisation is one of the red-hot growing segments of our emerging bold new econ omy (Glasrud, 1999). The sector now employs more than eleven million employees in the private and public sector nations total workforce (Salamon, 1999).This growth is likely to embrace as the demand for services provided by the sector continues to rise and the role of government in meeting one-on-one needs continues to diminish (Boris and Steuerle, 1999). To be able to grow and serve the community, bank executives must realign their thinking about the economies of service deliveries and who shall deliver those services.In combination, the increasing presence of the banking sector and the shedding of the direct provision of services by government have served to create a growing demand for professionally trained banking administrators (Dolan, 2002).To summarize, quite an simply our nations banks face continued growth to meet increased demand with lessening resources and increased needs for training.As anyone in the corporate training field knows, training often falls on the low e nd of the priority list. Thats especially true in the banking world. Another barrier to training is that some agencies have considerable turnover. They arent eager to spend their scarce resources training employees who may later leave (Frye, 2000). Technology has impacted everyone, but it has become an especially urgent issue for banks.According to Gordon (1998), the technology revolution has even so to make significant inroads in the banking sector. The banking sector is growing and all indicators suggest continued growth. Human and financial resources are being stretched to extreme limits. Training for the banking sector is problematic, especially in the area of technology training. The rapid rate of change in the technology field has some business enterprise behind. The gap will only increase if effective training programs are not implemented.Why a Training Needs Assessment?Some organizational and individual training needs are not as clearly defined as others. Even when trainin g needs appear to be obvious, it is still necessary to choose appropriate methods that will meet them. Many training needs are not so obvious.A training needs assessment is one of the most basic and common forms of assessment used by HRD professionals in the workplace (Gupta, 1999). Needs assessments help determine when training is the answer and when it is not. Assessment insures that training programs have relevance to the people being trained.Gupta, in his book A Practical Guide to Needs Assessment, gives the interest overview of the training needs assessmentA needs assessment provides the information that is usually necessary for designing training programs. The basic purpose of a training needs assessment is twofoldTo identify the knowledge and skills that people must possess in order to perform effectively on the job, andTo prescribe appropriate interventions that can close these gaps.There are two main reasons to conduct a training needs assessment It ensures that training programs are developed found on identified needs and It is relatively easy to implement (Gupta, 1999).Some performance problems can be addressed by training. Some problems training cant fix. Training isnt the answer to a problem when its used to cover up the symptoms (Rosner, 1999). A needs assessment avoids misdiagnosing a non-training problem as a training problem.A Review of Methods Commonly Used to Assess Training NeedsData gathering is the cornerstone of any needs-assessment project (Gupta, 1999). The fundamental premise of needs assessment is that in order to make effective decisions about current or future training needs, info must first be self-possessed (Gupta, 1999).There are many ways to collect data. Commonly used methods are oppugns, focus groups, surveys and questionnaires, and observation. Other methods include the nominal group technique, action research, and Dacum (developing a curriculum). Most needs assessments employ one or several data-gathering techniques ( Gupta, 1999).Interviews are one of the easiest tools for gathering information. Interviews can be conducted face-to-face or over the phone. The biggest benefit of one-to-one interviews is the human interaction that occurs (Gupta, 1999).Phone interviews are more effective when small pieces of information must be gathered. One-to-one and phone interviews can be conducted in either a structured or unstructured manner.Another advantage is that the interviewer can clarify answers when necessary and ask whether interviewees have additional questions at the end. Vicki S. Kaman (Allen, 1990) agrees. She lists the advantages of interviews as(1) Employees can be encouraged to share their ideas(2) Interviews provide process, as well as content information, and(3) Interviews provide two-way communication. Interviews also work quite well when the target group is small in number.Focus groups implement a group-interview method. People with similar experiences are brought together and asked their o pinions and/or ideas about a specific subject. To be effective, focus groups require good facilitators (Gupta, 1999).Preparing and implementing surveys and questionnaires require several stages including preparing, designing, developing questions, writing instructions, writing cover letters and pilot testing, (Gupta, 1999).Observation is also a method that can be used to collect data during needs assessments. A problem that occurs when using observation is that people often transmute their behaviour when someone is watching. To overcome this, techniques that are not obtrusive must be used.According to Gupta (1999), the main drawback to the training needs assessment approach is that it misss the adversity of a strategic needs assessment, competency assessment, or job and task analysis.Results of Other Training Needs AssessmentsA review of the literature identified triple recent assessments of the training needs of specific banking organizations. Highlights of(1) A banks needs sur vey(2) Surveys of bank directors and(3) An Educational Program Assessment.ConclusionsA review of the literature has resulted in the following conclusions which are deemed the most important to consider as the research methodology is designed.Training is not always the answer to performance problems. Non-training interventions may also provide solutions to problems. A training need assessment will help determine when training is the answer.Time and is the most significant barriers to training for the workers.The banking sector will continue to grow. The problems of time will not disappear. Agencies must look to innovative ways to close the gap.Programs that require short amounts of time (half-day, one-day seminars, etc.) are the preference.(5) Face-to-face interviews are easy, yet effective in assessing training needs. They are time consuming, but the interaction that occurs can be extremely beneficial. The needs assessment is part of a university apparent movement to reach out to t he community. Face-to-face interviews should be carefully considered when determining the methodology of the research.Aims of the studyThe aim of the study is to know the importance of training needs assessment in an organisation and if it nominates to higher level of performance in all the aspect of the enterprise main in the quality of service being offered.Objective of the studyTraining it vital but to evaluate its impact on the organisation and the results in brings on the level of productivity is even more important.So, the main objective of this study is toSee if any training programme is being given.If these programmes are effective- what is the performance of the employees of the relevance trainingTo know how the employees of State Bank view training.To assess the contribution of training of skills, knowledge, job performance and quality of service.To provide recommendation in areas where training need to be improvedResearch QuestionsThe methods and function to be used for the array of data to carry this study will include questionnaires, interviews and observation on the workplace.For the questionnaire I will need to consider its content, the question format, the order it will be placed, the types of question I will ask and the validity and reliability of the question in the study. It must be done in such a way that the respondents understand what is being asked.Then I will need to carry a pilot study with the front office manager so as to examine the first draft and to see if it contains any error over the terms and questions.Example of the research questionsIs training important in State Bank of Mauritius?How training can help to improve public relations?How can training improve the quality of service in the bank?Are the Human Resource Manager committees to training of staff?What effect can training have in the organizational performance?Definition of TermsWhat is training?Training can be defined as the acquisition of knowledge, skills, and comp etencies as a result of the teaching of vocational or pragmatical skills and knowledge that relate to specific useful competencies. Training has specific goals of improving ones capability, capacity, and performance.According to Dale YoderTraining is a means of preparing rank and file workers for promotion to supervisory position and for improving their competence and capability while they hold such leadership assignments. Human Resource at all levels needs frequent refresher course training.According to Dale S. BeachTraining is the organized procedures by which people learn knowledge and skills for definite purpose.(Rao, 2003, 152)What is Quality?It is defined as A comprehensive customer-focused system that will improve the quality of products and services. It is a way of managing the organisation at all levels from the top management to the front line, to achieve customer satisfaction be involving all employees and continuously improving the work processes of the organisation.(Le wis, 1991)Quality is said to be the degree or standard of excellence. It is the whole of the attributes of products or service that meets requirements of the buyer, owner or the end user.What is customer service?According to Turban et al (2002), Customer service is a series of activities designed to enhance the level of satisfaction, that is, the feeling that a product or service has met the needs and wants of the customer which will make them be loyal to the organisation. Available on Wikipedia.org (Accessed 11 Sept 2012).Customer service is the provision of service at all the level of purchase and even after. It plays a vital role in the organisation ability to generate income and revenue.What is customer service training?Customer service training refers to teaching employees the knowledge, skills, and competencies require increasing customer satisfaction. Employees who are properly trained and who demonstrate professional customer service skills will be able to increase customer satisfaction and loyalty. This will lead to customer retention, increase in profitability and reduce overheads. place in employees through training makes employees feel valued and improves their level of motivation. Consequently, when employees treat customers well by using proper customer service skills which consist of a good listening skills, and good questioning techniques can lead to higher level of productivity in the organisation. (http//en.wikipedia.org, 19 Sept 2012).What is Training Needs Assessment?Training Needs Assessment is the evaluation of the value and reliability of the importance of giving training to employees and to assess the effectiveness of the training programmes.It would be important to betoken out that there are troika levels of needs assessment organizational analysis, task analysis and individual analysis.Organizational analysis looks at the effectiveness of the organization and determines where training is demand and under what conditions it will be conducted.Task analysis provides data about a job or a group of jobs and the knowledge, skills, attitudes and abilities needed to achieve optimum performance. (Pickard 1992)Nature of the Study Research DesignFor this study, the research will be both of quantitative and qualitative in record.The point of view of the respondent on the field of study will be taken into consideration with the subjective components of the research. This data will be obtained from in depth interview to obtain comments of the respondent on the importance and effectiveness of training and training needs assessment. This can be done by pulling the views of a considerable population together with the help of postal questionnaires or web based surveys containing many opened questions.The research can also be of quantitative nature as it will help to gain a deeper understanding through the study of the numerical data collected on whether training is accredited much importance in the organisation and the effe ctiveness it has on the quality service being offered to the customers. The survey research to be carried on to obtain quantitative data need to be structured questions and self completion questions that is close ended questions with can be easily be converted into tabular or lifelike illustrations. This type of survey is said to be efficient as it allows collecting accurate data on the large number customers and their level of satisfactions.SampleWith any survey, it is necessary to clearly define the target population, which Collis Hussey (2003157), define as followsA population is any precisely defined set of people or collection of items which is under consideration.The participants of this study will consist of 100 customers which will be the sample from the whole population, who deal with the State Bank of Mauritius on different intervals. The selected respondents will be chosen by randomly sampling method. The target population will be specifically chosen for the above in or der to underpin the practicality of the concepts as presented in the project. The risk of bias, which cannot statistically be eliminated and will be included in the interpretation of the data collected.Data CollectionCollecting data is the crucial part of the research process in developing the research proposal.Data gathering is essential to a needs assessment. The data of the present study will be collected by questionnaires documentary analysis.InstrumentationThe method chosen is to collect data for the assessment is the survey method, specifically, a questionnaire to be administered to the customer trading with the State Bank of Mauritius.The study is to be descriptive in nature, specifically, training needs assessment. The design of the study will include population, instrumentation and analysis of results.The Questionnaires (Appendix 2)Identical questionnaires will be used to assess the training needs of the staff. The open-ended questions required respondents to answer in the ir own words. This elicited in-depth responses, as contrary to limited responses. Questions were framed so that they could be answered easily. The number of questions was limited so that it could be completed in twenty minutes or so.Participation needs to be anonymous and voluntary. The time limit for returning the questionnaires was on the same day the customer receive it. Completed questionnaires need to be individually returned. The questionnaire will include a cover letter providing instructions for completing and returning the form and a Protection of Human Subjects Consent Form with no speck requirement.The fact that the questionnaire will be collected on the same day may represent a compromise on the distribution of the questionnaires and may be disappointing, without a doubt, impact the validity of this portion of the needs assessment as the respondent may be biased in their answer due to lack of time.It is to be noted that the will consist of about twenty questions, and a nswer is to be provided for suggestions to be made for the open ended questions(unstructured questions) And for the close ended questions (structured questions) three or five options will be provided and the responded has just to tick one of them.A variety of questions were asked, but the majority revolved around job duties, education, learning and performance concerning the staff in relation with the customers level of satisfaction.After getting the permission from the management to perform the study a pilot study will have to be undertaken so as to ensure that the questions matches the objective of the study and to ensure that the exact question s and right method are used to obtain the required information. The pilot study will be pre tested on a sample of 5 respondents to identify any problems, design errors, misunderstanding of terms used and flaws. Then, the necessary corrections will be made and clarification will be made to cater for the changes before the final questionnair e is completed.Question DesignThe question instrument will consist of 5 parts as followsThe first part will contain general background which will include gender, age, occupation, purpose of visits, and frequency of visits.The training information related to performance and satisfaction.To ask for customers suggestions about quality service and where training should be enhanced.Data AnalysisAfter questionnaires will be collected, there will be the need to process the data and explore the how will training needs assessment contribute to the improvement of quality of customer care service at the State Bank of Mauritius. The frequencies and percentages will be used for calculating and analyzing