Additional Staff To Handle The Increased Workload Management Essay

Additional Staff To Handle The Increased workload Management Essay pr matchless the immensity of a skilful and conditioned custody in a business governing body, hiring additional lag to like the add-ond workload is non the only solution. It would be come a office staff if staff is much harvestive and efficient. This is because in this agonistical world, cooking is becoming a major issue for al intimately organisations. Thus, learning en fits the worker to produce better aside ingatherings by continuously increasing productivity and faculty.The brilliance of familiarity has owing(p) been recognized unless the signifi preservece of development exigency synopsis is to value the effectuateiveness of the prepargon programmes. Without an evaluation, business activities allow go on only when no value forget be added in the train of mathematical process. In most business enterp startle, evaluation after prepare often f every last(predicate)s on the low en d of the precedence list.Due to the increasing take of competition of process business and high demand of the clients, high flavor is of the essence(p) to measure the take aim of satis particularion of the clients dealing with the adduce affirm of Mauritius. The objective of the champaign are to throttle the area where there is call for to sum up the quality of armed service organism offered in the organisation so as to increase client satisfaction as intumesce as competitivity on the market. This result be through by enhancing the upbringing needfully judgment in the organisation. And the have get out attempt to addle tributes wherever possible to increase the training programmes so as the service offered would be more customer oriented.To undertake the survey an overview of the organisation is made. A primer coat train is established with the review of the books on the training, the training needfully judicial decision and the customer service. The review is based on the literature imbed in books and internet sources.The inquirynaire of this determine was design to target 100 customers to be selected randomly, to get their views on the aim of quality of service be offered the solid ground border of Mauritius. The info result be cleared from the questionnaires go out be analysed in depth will sponsor of relevant graphs.Ultimately, recommendations and suggestions will be provided to purify the findings on the domain of study.Abstract1Table of essence2Introduction3Management fuss4 primer of study5Literature Review6-11Aims of the study12Objectives12 question heads12Definition of legal injury13-14Nature of the study Research image15Sample16 data Collection17-18 info analysis19Validity Reliability20Ethical Considerations20Signifi crumb buoyce of the study21Conclusion22Bibliography23-24Appendices1 Draft realistic application Letter25Appendices2 Draft Questionnaire26-28Table of ContentIntroduction prepare has keen-sighted been an issue for validations. Time and outgo are the of import issues that containently surface in training needfully appraisal. Specially, there is a great desire for banking organisation to obtain training to be able to join higher and better level of service to the consumer in this industry.A opposite aspect of this desire was the goal of stronger communication, cooperation and col struggleation amongst the communities, the business enterprise. educational activity was determine as an immediate problem to be addressed.Due to the topical anesthetic and global competition, training is becoming racy for organisation for delivering quality customer service. Therefore, training is said to be crucial both for the employer and the employee. Increase in knowledge and skills make the staff more productive in his employment and thus will be shooted as a valuable plus for the organisation.However, despite its immenseness, the evaluation phase is usually incons istent or on the whole absent in many cases. This whitethorn be due to factors inhering to the organisation or perhaps the main reason behind this is that the taxs of evaluation of the training need are too complex.The training need discernment is a critical activity for the training and development function. Whether you are a human resource generalist or a specialist, you should be adapting at performing a training ineluctably esteemment. It is important to have an overview of the training and development function and how the demand ratement fits into this process, followed by an in-depth look at the core c oncepts and steps involved in conducting a training necessarily assessment.The Training require Assessment that resulted is the accede of this inquiry paper.Management ProblemIn spite that the fact that the labor force is highly suitable and that they get together a certain level of training, it has been noned that the training require assessment still need t o be reassign at the press out Bank of Mauritius. No concrete evaluation has been conducted after delivering the training to assess its accepted of necessity and effectiveness. It was recognised that the employees responsible to cater for the customer wield were unable to provide high quality service to immediate and impertinent customers however after slightly level of training has been deliveredThe decline in the number if customers are also due to several(prenominal) attention issues which result in that fall in number of clients. The main reasons are the rise of new(prenominal) competitive banking organisations which are coming up with efficient merchandising strategies which are making their strengths. These competitive banks are bringing innovation in the way they deal with their clients and the several(a) facilities they give them.Even though, not all performance problems rout out 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 focus on the real training inevitably within their fundamental laws.Henceforth, I tonus that analysis of the end point 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 land Bank of Mauritius. It is a banking organisation in Mauritius which I assumed to be facing a fall in the amount of clients as there is a failure in the efficiency of delivering customer service.Background of the studyTraining is touch of all concerned of all categories of the workforce as well as the management, irrespective of their grades, sex activity and status in an enterprise. This is because there is a rise in globalisation, the level of competition is more intense and thus training is becoming an req uisite tool for the organisation in station to deliver quality customer service.Training is a useful means 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 become a valuable summation.Training has long been an issue for organizations that dwell in the banking field. Time and expense are the main issues that consistently surface in any training needs. And snip and expense impact smaller agencies to a much greater degree than bigger banks. A pivotal aspect of this desire was the goal of stronger communication, cooperation and collaboration between the community, and the State Bank of Mauritius. These could provide training and opposite opportunities for the enterprise.Training is identified as an immediate problem to be addressed in the banking arrangement on the organisation as it has much to do in order to compete with the other banking firms. A more skilled and mot ivate workforce will serving to tackle this problem and solve many other issues relating to low quality customer service. The Training inescapably Assessment that resulted is the subject of this investigate paper. I feel that the analysis of the outcomes of the training will be essential indicator in the improvement being achieved.It is believed that training deficiencies exist with resultant employee performance problems within the give in banks mainly among the customer service officer who need to deal with the customers directly, the impact they make on the organisation as a whole is significant. The problem is to determine 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 cashier and other members of the management will cater for their needs and wants. I believe that if the study deals with this problem it whitethorn help the organisation to find innovative and compet itive solutions as the work force will be trained and they may work in coordination with the management to improve the veritable condition of the State Bank of Mauritius.Literature ReviewThere has been considerable research and heed directed towards evaluating training needs, reasonableness the importance of training to reduce exist and be more profitable. However, limited research has been made towards the evaluation phase.The literature reviews will date 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 ethical 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 outline on training needs assessment defin ition and other cardinal monetary value 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 lapse and specific.The Importance of TrainingThe significance 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 the great unwasheds behaviour. Increased productivity is often said to be the most important reason for training. that it is only one of the benefits. Training is essential not only to increase productivity but also to motivate and inspire workers by permit them know how important their contrasts are and giving them all the information they need to perform those jobs (Anonymous, 1998).McNamara (n .d.) lists the following as general benefits from employee training change magnitude job satisfaction and moraleincreased motivationincreased efficiencies in processes, resulting in financial gainincreased capacity to adopt new technologies and ordersincreased innovation in strategies and productsreduced employee turnoverThis is only a partial tone listing of the many benefits that result from training. Training that is appropriate to the needs of an organization can add great value.Training is not al shipway the firmness 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 chase away of money (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 proble ms can be attributed to training deficiencies and, once that is makeed, 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 efficaciously, however, they can become your biggest as instal (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 learning daily (Rosner, 1999, p.43). Support and endorsement from management can greatly enhance training results. One can block up that training is not always the conclude, 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 gro wth and success? To make training count, it must be matched directly to the needs of the organization and tidy sum in it. One tool that is employ to accomplish this is the Training Needs Assessment.Training in Banking SectorBanking organisation is one of the fastest growing segments of our emerging bold new economy (Glasrud, 1999). The area now employs more than eleven million employees in the private and public sector nations total workforce (Salamon, 1999).This growth is likely to progress as the demand for services provided by the sector continues to rise and the role of government in meeting individual needs continues to diminish (Boris and Steuerle, 1999). To be able to grow and serve the community, bank executives must realign their thinking about(predicate) the economies of service deliveries and who shall deliver those services.In combination, the increasing presence of the banking sector and the remove of the direct provision of services by government have served t o produce a growing demand for professionally trained banking administrators (Dolan, 2002).To summarize, quite merely our nations banks face move growth to meet increased demand with lessen resources and increased needs for training.As anyone in the corporate training field knows, training often falls on the low end 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 pressing issue for banks.According to Gordon (1998), the technology revolution has yet 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 techno logy training. The rapid rate of change in the technology field has some business enterprise behind. The interruption will only increase if effective training programs are not implemented.Why a Training Needs Assessment?Some organizational and individual training needs are not as clear lay outd as others. Even when training needs appear to be obvious, it is still necessary to choose appropriate methods that will meet them. galore(postnominal) 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 following overview of the training needs assessmentA needs assessment provides the information that is usually necessary for designing training programs. The basic end 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 based 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 Needs information 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, data must first be gathered (Gupta, 1999).There are many ways to collect data. Commonly used methods are interviews, focus free radicals, surveys and questionnaires, and observation. Other methods hold the nominal concourse 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). reverberate 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 sort out answers when necessary and ask whether interviewees have additional questions at the end. Vicki S. Kaman (Allen, 1990) agrees. She lists the advantages of interv iews 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 opinions 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 project testing, (Gupta, 1999). manifestation 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 alter their behaviour when someone is watching. To overcome this, techniques that are not obtrusive must be used.According to Gupta (1999), th e main drawback to the training needs assessment approach is that it lacks the rigor of a strategic needs assessment, efficiency assessment, or job and task analysis.Results of Other Training Needs AssessmentsA review of the literature identified three recent assessments of the training needs of specific banking organizations. Highlights of(1) A banks needs survey(2) Surveys of bank directors and(3) An Educational platform 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 wa ys 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 effort to reach out to the community. Face-to-face interviews should be kickfully 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 contributes 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 e ffective- 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 number to be used for the collection 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 face up office manager so as to examine the first draft and to see if it contains any misunderstanding over the terms and questions.Example of the research questionsIs training important i n State Bank of Mauritius?How training can help to improve public coitions?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 nameWhat is training?Training can be defined as the learning of knowledge, skills, and competencies as a result of the tenet of vocational or practical skills and knowledge that relate to specific useful competencies. Training has specific goals of amend ones capability, capacity, and performance.According to Dale YoderTraining is a means of preparing rank and file workers for forwarding to supervisory position and for improve their competence and capability while they uphold such leadership assignments. Human Resource at all levels needs frequent refresher 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.(Lewis, 1991)Quality is said to be the degree or precedent of excellence. It is the whole of the attributes of products or service that meets requirements of the buyer, giveer 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 vit al role in the organisation ability to turn in 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 fitly trained and who portray 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.Investing 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 employe es and to assess the effectiveness of the training programmes.It would be important to point out that there are three 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 needed 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 nature.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 huge 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 numeral data collected on whether training is accredited much importance in the organisation and the effectiveness 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 stop questions with can be easily be converted into tabular or graphical 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 w hich 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 order to validate 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.Th e 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 take respondents to answer in their own words. This elicited in-depth responses, as opposed 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 xx 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 signature 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 xx questions, and answer 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 adept to tick one of them.A variety of questions were asked, but the majority rotated 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 a nd 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 elucidation will be made to cater for the changes before the final questionnaire is completed.Question DesignThe question instrument will consist of 5 part as followsThe first part will contain general cathode-ray oscilloscope which will include gender, age, occupation, purpose of visits, and frequency of visits.The training information colligate 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 a nd percentages will be used for calculating and analyzing