effectiveness of training and development at carhy

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A REPORT ON “THE EFFECTIVENESS OF TRAINING AND DEVELOPMENT IN COLUMBIA ASIA REFERAL HOSPITAL YESHWANTPUR”

BY :Juliet.M.B

COLUMBIA ASIA REFERAL HOSPITAL YESHWANTPUR

Date:1-8-2011

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A REPORT ON “THE EFFECTIVENESS OF TRAINING AND DEVELOPMENT IN COLUMBIA ASIA REFERAL HOSPITAL YESHWANTPUR”

BY: JULIET.M.B ROLL NO :3511010844 MBA A REPORT SUBMITTED IN PARTIAL FULFILLMENTOF THE REQUIREMENTS OF MBA(2010-2012)

SRM UNIVERSITY

COMPANY GUIDE COMPANY NAME DESIGNATION DEPARTMENT

FACULTY GUIDE INSTITUTION’S NAME DESIGNATION

DECLARATION

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I here by declare that this project report “Effectivness of training and development of Columbia Asia referral hospital Yeshwantpur” is my own work, to the best of my knowledge and belief.It contains no material previously published or written by another person nor material which to a substantial extnt has been accepted for the award of any other degree or diploma of any other institute, except where due acknowledge has been made in the text

Juliet.M.B Roll no:3511010844 SRM University

Date:1.08.2011

CERTIFICATE

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This is to certify that student’s name Juliet.M.B Roll no 3511010844 a student of course MBA from institute name SRM University has done her summer training at division, place Columbia Asia Referral Hospital Yeshwantpur, from joining date 13th june 2011 to 7th august 2011.

The project entitled “THE EFFECTIVENESS OF TRAINING AND DEVELOPMENT IN COLUMBIA ASIA REFERAL HOSPITAL YESHWANTPUR” embodies the original work done by JULIET.M.B during her summer project training period.

Mr.Somnath Kundgol HR manager Columbia Asia, Yeshwanthpur

Certificate

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This is to certify that work entitled project title “THE EFFECTIVENESS OF TRAINING AND DEVELOPMENT IN COLUMBIA ASIA REFERAL HOSPITAL YESHWANTPUR” Is a piece of work done by student’s name Juliet.M.B under my guidance and supervision for the partial fulfillment of degree of course name MBA in SRM UNIVERSITY. To the best of my knowledge and belief the thesis (a) Embodies the work of the candidate himself. (b) Has duly been completed. (c) Fulfills the requirement of the rules and regulation relating to the summer internship of the institute. (d) Is up to the standard both in respect to contents and language for being reffered to the examiner.

Signature of Faculty Guide Mr. Vinod Date:1.08.2011

ACKNOWLEDGEMENT Perfection is almost impossible to achieve, but perseverance can help us in attaining any objective. On every great endeavor there are silent

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heroes who have played substantial roles on path to success, we would like to salute our mentors behind the scenes Iam extremely thankful to SRM University for providing me opportunity to undergo Master of Business Administration (MBA) course during the academic year 20102011.I am indebted to our programme in charge Mr Vinod for giving us valuable guidance, suggestion and encouragement. I take this opportunity to thank Mr.Somnath Kundgol HR manager of YESHWANTPUR . COLUMBIA ASIA REFERAL HOSPITAL Mr

I offer my special thanks to Ms Shailaja A, Madhusudan for all their guidance

ABSTRACT Many organizations do invest precious resources on training and development but without examining how training interventions could effectively contribute in the achievement of organizational objectives,

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eventually resources are wasted. To yield desired level of performance, it is an imperative that organizations effectively plan, implement and evaluate their training interventions. We developed a questionnaire based on framework and collected data from 16 project manager to measure training effectiveness in project organizations in Columbia Asia Referral Hospital. The study had found that on overall basis training practices are ineffective. Results reveal that there is a poor mechanism of evaluation of training and use of evaluation results. The framework developed by this study can be used in other organizations to measure training effectiveness and diagnose problems at various stages of training cycle. Keywords: Training and development; effectiveness of training;

Table of Contents
CHAPTER DESCRIPTION PAGE NOS.

1.

13

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EXECUTIVE SUMMARY

2. INTRODUCTION

14

3. RESARCH METHODOLOGY

24

4. COMPANY PROFILE

28

5. REVIEW OF LITERATURE

44

6. DATA ANALYSIS ANDINTERPRETATION

46

7. FINDING 8. SUGGESTION 9 10 CONCLUSION ANNEXURES

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65 66

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11 BIOLIOGRAPHY

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LIST OF TABLE TABLE NO TITLE PAGE NO 1 Table showing the gender of the trainers. 46

2

Table shows the age of trainers.

47

3

Table shows the date of joining of trainers

48

4

Training as a part of organizational stratergy.

49

5

Training programmes conducted in a year.

50

6

Training is given more to in organisation.

51

7

Barriers to training and development.

52

8

Training method used in organization.

53

9

Enough practice is given during training session for employee.

54

10 11

Training sessions conducted in organisation is useful Type of training imparted for new recruits.

55 56

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12 13 14

Training and Development given for employee career aspiration to come true.8 Skill that trainer possess to make training effective General complaints about training session.

57 58 59

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Degree to which the training objective are meet during the training session.

60

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LIST OF CHARTS TABLE NO TITLE PAGE NO 1 Table showing the gender of the trainers. 46

2

Table shows the age of trainers.

47

3

Table shows the date of joining of trainers

48

4

Training as a part of organizational stratergy.

49

5

Training programmes conducted in a year.

50

6

Training is given more to in organisation.

51

7

Barriers to training and development.

52

8

Training method used in organization.

53

9

Enough practice is given during training session for employee.

54

10 11

Training sessions conducted in organisation is useful Type of training imparted for new recruits.

55 56

12

Training and Development given for employee career aspiration to come true.

57

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13 14

Skill that trainer possess to make training effective General complaints about training session.

58 59

15

Degree to which the training objective are meet during the training session.

60

1:EXECUTIVE SUMMARY
The research project entitled ‘Review on Techniques adopted by HR Management to Improve the Effectiveness of Training and Development’ is an attempt to understand the opinion and attitudes of the various

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categories of employees of the Ashok Leyland towards the maintenance of effectiveness of Training services provided by the Company. It also aims to know and study obstacles in the proper utilization and increase the effectiveness of Training programs and try to suggest remedial measures wherever possible. The data was collected through well structured questionnaires. This survey was carried out in various departments of the Company. In the course of study, it was found that the training programmes analyzed were provided to all the employees of Ashok Leyland and was not specific to particular category of employees. The in depth study of the welfare measures adopted by the company revealed that majority of the employees were fairly satisfied with the training and development programmes. For the purpose of survey, the training was divided into two groups. A. On-job-training and Off-job-training or Outbound Training. 1. On job Training • • Apprenticeship Training Job Instruction Training

2. Off the Job Training (Outbound training) A facilities need for training types varies from classroom to an elaborate development center, large halls with audiovisual aids etc. • • • • • • • • Classroom-programs – live Workbooks / Manuals Public Seminar Self-study programs Role plays Case Studies Games/simulations (not computer-based) Outdoor experiential programs

2:INTRODUCTION
An organization either Business or Industrial Enterprises, needs many factors for its growth, further development and for its very survival. The most important factors are Capital, Materials, Machineries and

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Human Resources as the success or failure of any organization depends on the effective combination of these factors. Managing all other factors are comparatively easier than managing Human Resources. The Human Resources are most important and need to be handled carefully. Since all the others factors are handled by the human resources, they have to be trained in a effective manner to utilize the resources at optimal level to get the desired output and thereby to reach the organization goals. The effective combination of all these factors results to way for success. Training is defined as learning that is provided in order to improve performance on the present job. A person's performance is improved by showing her how to master a new or established technology. The technology may be a piece of heavy machinery, a computer, a procedure for creating a product, or a method of providing a service. Oliver Sheldon says ‘No industry can rendered efficient so long as the fact remains unrecognized that the in principally human – not a mass of machines and technical process but a body of men. If manpower is properly utilized it causes the industry to run at its maximum optimization getting results and also work for as an climax for industrial and group satisfaction in the relation to the work formed. Competitive advantage is therefore depend on the knowledge and skill possessed by employee more than the finance or market structure by organization. The employee training not only serves the purpose to develop their employers but also safe guard organizational objectives of survival and success through competitive advantages. The training function now popularly called as Human Resource. Development, coordinates the provision of training and development experiences in organization. In recent years, the scope of Training and Development has broadened from simply providing training programs to facilitating learning throughout the organization in a wide variety of ways. There is increasing recognition that employees can and should learn continuously, and that they can learn from experience and from each other as well as from formally structured training programs. Nevertheless, formal training is still essential for most organizations or teach them how to perform in their initial assignment, to improve the current performance of employees who may not be working as effectively as desired, to prepare employees for future promotions and increased responsibilities. The Computer Application Training and New Employee Training are most popular training topics. Various Management and supervisory skills such as leadership, performance appraisal, interviewing, and problem solving were also commonly taught. Many organization provide ‘Train-the trainer’ courses for superiors or peers who will in turn provide on-the-job training to others. Besides being one of the most important HRM functions, Training and Development is also one of the most expensive. Training Methods and Techniques for Employees Because of the objective of Human Resource Development is to contribute to the organization’s overall goals, training programs should be developed systematically and with the organization’s true needs in mind. Successful training begins with a thorough needs 18 assessment to determine which employees need to be

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trained and what they need to be trained to do.Allison Rossett and Joseph W. Arwady states”The question is not whether you will solicit this kind of information through needs assessment. It is how much of it you will do and using which tools. The culmination for the assessment phase is a set of objectives specifying the purpose of the training and the competencies required in trainees after they complete the program. This section considers the choice of methods for employees training. With training objectives defined and learning principles in mind, the trainer must be choose appropriate training methods and design the sequence of events in the training program. Perhaps the first decision to be made is whether to conduct the training on the job or away from the job. In many cases, the decision is to do some of both. 1. On the Job Training: On the job training is conducted at the work site and in the context of the actual job. The vast majority of all industrial training is conducted on the job, often by the trainee’s immediate superior or a nominated peer trainer. On-the job training has several advantages : a) b. Because of training setting is also the performance setting, the transfer of training to the job is maximized b) The cost of a separate training facility and a full-time trainer are avoided or reduced. c) Trainee motivation remains high because it is obvious to trainees that what they are learning is relevant to the job d) Trainees generally find on-the-job training more valuable than classroom training. Apprenticeship Training: This training is combination of on and off the job training. The department of Labor regulates apprenticeship programs, and often management and a union jointly sponsor apprenticeship training. This training is normally given to artisans, electricians, plumbers, bricklayers etc., the duration is normally vary from 2 to 6 years. Apprenticeship training is carried out under the guidance and intimate supervision of master craftsman or expert worker/supervisor. During apprenticeship training period, the trainees are paid less than that of a qualified worker. Advantages: i. Workmanship is good ii. Immediate returns from training iii. Economical, better loyalty iv. Feed back is given quickly about the correctives of performance Disadvantages: i. It takes times to learn the skill ii. Required job knowledge is too complex Job Rotation: In the job rotation, management trainee/employee is made to move from one function to another at planned intervals. Job rotation is widely used as a management executive development program which makes the employee or management trainee, a multi-tasking individual. It can be done either vertical or horizontal.

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Coaching and Understanding method: Training under experienced worker they are coached and instructed by skilled co-worker by supervisor by special trainee instructor. Advantages: i. Excellent for supervisor ii. Quick and economical iii. Sequences in logical and simple iv. Instructions are clear and concise. Outbound Training: The outbound training is conducted in a location specifically designated for training. It may be near the workplace or away from work, at a customized training center or a resort. The purpose of conducting this kind of training away from the work place is to minimized or avoids distractions of the employee from their daily work routine and allows them to devote their full attention the specific subject. Some of the outbound training methods and activities are: a. Action planning: Often a closing activity asking participants to specify or set goals about exactly what they will do differently back on the job b. Behaviour-modelling training: use a videotape to demonstrate the steps in a supervisory activity such as conducting a disciplinary interview, followed by role played skill practice and feedback c. Behavioral Simulation: Large-scale multi person role-lay, no computerized business game. d. Brainstorming: Creative idea-generation exercise in which no criticism is allowed. e. Business Game: Computerised business simulation that requires participants to make decisions about strategy and investments and then provides financial results based on the decisions. f. Buzz Group: Small-group discussion of several minutes, duration on an assigned topic g. Case Study: From a one-paragraph vignette to a fifty-page Harvard-style case. h. Demonstration i. Experiential exercise, j. Field trip, k. Group discussion, l. Guest speaker, m. Guided teaching : Drawing from the group the points the lecturer otherwise would make him or herself n. Information search : asking trainees to locate the answers to question in the training materials or manuals provided o. Intergroup exchange: small groups share their ideas of findings with another group p. Learning game: competition between teams in a quiz show format q. Lecture r. Mental imagery: asking participants to close their eyes and visualize or recall something or engage in mental rehearsal of physical or interpersonal skills.

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s. Outdoor leadership training: Team activities that may include hiking, rope courses, or other physical challenges along with problem.-solving activities. t. Problem-solving activities u. Role-play v. Self-assessment instrument or quiz. An example is a conflict resolution – style inventory. w. Team Building: A series of group activities and sometimes surveys used to develop team skills and role clarify in a team of people who must work together closely on the job x. Videotapes: can be used alone but are most effective in discussion and practice. There are various other instructional methods used in training program: 1. Classroom-programs – live 2. Workbooks / Manuals 3. Videotapes 4. Public Seminars 5. Self-assessment instruments 6. Role plays 7. Case Studies 8. Games/simulations (not computer-based) 9. Outdoor experiential programs Out of the above off job training techniques, the following are used in general: 1. Classroom Lectures 2. Conference and seminars 3. Group discussions and case study analysis 4. Audio-visual and film shows 5. Simulation and computer modeling 6. Vestibule training 7. Programmed organizations 8. Games and Role playing 9. T-group training 10. Retraining 1. Classroom lectures: this is the simplest and from the off the job training. This is a best form of instruction when the instruction is to convey information on rules, regulation, policies and procedures. Advantages: • Simple and efficient

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• • • • • • •

Minimum cost Minimum time Monologues and one way communication Large trainees are participants Efficiency depends on ability of trainers in the use of correct expression better participation Concentration and intent of majority of trainees fade off after short time or so No individual attitude is possible with result there is no feed back of assimilation of knowledge.

Disadvantages:

2. Conference and Seminars and Workshops: This is a formal method of arranging meeting in which individuals confer to discuss points of common interest for enriching their knowledge and skill. This is group activity. It encourages group’s discussion and participation of individuals for seeking clarification and offering explanation and own experience. It is a planned activity with a leader or moderator to guide the proceedings, which is focused on agreed agendas points prefixed during planning stage of such conference. There are three variables : • • • Directed conference Training conference Seminars and workshops

3. Group discussions and study analysis: case study method was initially introduced by Christopher Lang Dell at Harvard Law School in 1880’s. The principle used is ‘experiences is the best teacher’. Here several empirical structure are examined in detail to find out commonalities to derive general discussion. Based on such studies and group discussion are initiated to derive common lesson. This method has, however limited use of worker but both use for supervisors. In case of workers, areas of importance in this method are that the quality control. 4. Audio-visuals and Film Shows: In order to improve understanding very usual and sometimes is escapable to ‘Demonstrate’ operation of a machine or explain or process. Audio-visual film shows can supplement the efforts lecturing and improve its effectiveness,. 4. Simulation Computer Modeling: A training activity in which actual working environment is artificially created as near and realistic and possible is called simulation training. Case study, analysis, experiment exercise game playing computer model and vestibule training etc come under this category. When the work environment is artificially created by using computer-programming method well call it ‘computer method’ 5. Vestibule Training: In this training, employees are trained of the equipment they are employed, but the training is conducted away from the place of work. In which all necessary equipment and machines required as actual machined ship are duplicated 6. Programme Instruction: Programmed instruction is a stu5rctured method of instruction aided through texts, handouts, book and computer aided instruction. In this case the instruction materials and information is broken

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down in meaning full unit and arranged in a proper sequenced from logical method of learning packages, the learning ability is tested and evaluated in real time basis Advantages: • • • • • • • • • • Materials of learning are broken down into meaning full modules Instruction are not key players Trainees learn at his/her own pace of learning. Individual difference are taken care of No fear of evaluation and criticism Active interaction between the learner and the machine Immediate feedback is available Training can be undertaken at any time and any place It is highly flexible and motivated Costly method Advance topics are untouched

Disadvantages:

7. T. group Training: ‘T’ stand for training or laboratory training. T group training was originated on 1940’s but only 1960’s it has opened to the industries. This Training has both supporters and opponents. Unlike any other programmers discussed. T group training is concerned with really problem existing within the other group itself. 8. Retraining: technology is advancing at rapid pace. Here obsolesce is a major problem faced by the worker are the introduction of automation for such retraining programme to update their knowledge, which will further make them productivity useful of the organization and restore this confidence.

2.1RINCIPLE OF TRAINING:
1. Training Plan: This must be well planned, prescribed and ably executed effective implementation depends to great extend on planning. 2. Organizational objectives: T & D program must meet objectives of the organization 3. Equity and fairness: T and D program must enjoy equal opportunity to drive benefit out of such training and must have equal chance to undergo such training. 4. Application specification: Training content is balanced between theory and practical. It must be ‘Application specification’/ 5. Upgrading information: T and D program is continuous reviewed at periodic interval as order to make them updated in terms of knowledge and skill. 6. Top Management support: Top management support is essential to make Training and Development effective.

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7. Centralization: For economy of effective uniformity and efficiency, centralization of training department is found more common and useful. 8. Motivation – Training and Development have motivation aspects like better career opportunity, individuals & skill development etc.,

2.2:HOW IS TRANING & DEVELOPMENT RELATED TO HUMAN RESOURCE MANAGEMENT?
An effective use of materials, money, machines and human resource is essential for achieving a high level of productivity in the industry. Whereas other resource have limitation, the human resource has unlimited potential. Moreover this is the only activity resource, other being passive. Its quality of human resource through training input is of vital importance. • • • • • • • • • • Improves communication between group and individual Aids in orientation for new employees and taking new jobs throu8gh transfer or promotion Provides information on equal opportunity and affirmation action Improves interpersonal skill Builders cohesiveness in groups Provides a good environment for learning, growth and co-ordination. Improves labour management relation Helps to create better corporate image Provides information for further needs in all areas of organization Moves a person towards personal goals while improve Human Resource and Organization goals.

2.3:OBJECTIVES AND GOALS OF TRAINING:
Training and Development can help an organization in a number of ways. Ultimately, it is employee knowledge and skill that produce the organization’s product or service. Training facilitates the implementation of strategy by providing employees with the capability to perform their jobs in the manner dictated by the strategy. Training also assists in solving immediate business problems, such as when a team of Manager in an action learning program studies a real problem and recommends a solution. Finally to keep ahead in a highly competitive the turbulent environment, it has been suggested that the training function must foster a continuous learning culture and stimulate managers to reinvent their corporation. Training enables employees to develop and train within the organization and increase the market value, earning power and job security. It moulds the employee’s attitude and also helps them to achieve better co-operation with the company and greater loyalty to it. The management is benefited in the sense that higher standard of quality are achieved, a satisfactory organization structure is built up, authority can be delegated and stimulus for progress applied to employees. • To increase productivity of employees or workers

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• • • • • • • • •

To improve quality of work and product To enhance and update knowledge and skill level of employee in the organization To promote better opportunity for the growth and promotion chances of employees and thereby the employability To secure better health and safety standard To improve quality of life of employees To sustain competitive advantage To impart new entrants of knowledge and skill To build up a sound line of competent efficiency and prepare them as a part of their career progress to occupy more responsible positions To impart customer education, help grading skills and knowledge and employees estimate career planning of the company.

2.4:NEED FOR TRAINING:
Training must be tailored to fit the organization’s strategy and structure. It is seen as pivotal in implementing organization-wide culture-change efforts, such as developing a commitment to customer service, adopting total quality management, or making a transition to self-directed work teams. Pace-setting Human Resource Development departments have moved from simply providing training on demand to solving organizational problems. Trainers see themselves as internal consultants or performance improvement specialists rather than just instructional designers or classroom presenters. Training is only one of the remedies that may be applied by the new breed of Human Resource Development practitioners. In an age of network organizations, alliances, and long-term relationships with just-in-time suppliers, leading companies are finding that they need to train people other than their own employees. Some organization offer quality training to their suppliers to ensure the quality of critical inputs. Organisations with a strong focus on customer service may provide training for purchasers to their product. 1. Shortage of skill: Skilled and knowledge people are always on short supply, alternatively they are too expensive to hire from outside. The best way is to improve the skill and knowledge of the existing employees through Training and Development. 2. Technological Obsolesce: Growth of technology takes place very fast. This will render current technological obsolesces in the near future. 3. Personal Obsolesce: At the time of recruitment employees posses a certain amount of knowledge and skill. As the time passes their knowledge becomes obsolesce unless it is uploaded by proper training. This happens because of changes take place in product methods procurement of better machines.

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4. Organization Obsolesce: Modern management has introduced a number of innovative steps in functioning of management like play organizing, controlling to such change are bound to fail and become obsolete, to prevent obsolesce in organization. Employees must be exposed to modern Technology through T & D 5. Increased Productivity: Instruction can help employees increase their level of performance. Increase human performance often directly leads to operational productivity and increase company profits. 6. Coercive Training by Government: In order to provide better employability changes of unemployed youth, certain governments have taken initiatives to mobilize resource available at public/government and private to provide training to outside candidates. One such arrangement is called at “Apprenticeship Training’ conducted by Government of India. A part of expenditure incurred for this by the private sectors is reimbursed by government. 7. Human Capital: The latest thinking is to treat employees as ‘Human Capital’. The expenditure involved in training and development are now being considered as an investment. This is cause in globalization it is the knowledge and skill of employees which determine complete advantages of firm.

2.5:IMPORTANCE OF TRAINING IN RECENT YEARS:
Recent changes in the environment of business have made the Training and Development function even more important in helping organization maintain competitiveness and prepare for the future. Technological innovations and the pressure of global competition have changed the ways organizations operate and the skills that their employee need. The tight labor market has increased the importance of training in several ways. First higher employee turnover means that more new employees need training. Second, it has been suggested that frequent and relevant development experiences are an effective way to gain employee loyalty and enhance retention of top-quality staff.

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3:RESEARCH METHODOLOGY
Research can be defined as “a scientific and systematic search for pertinent information in any branch of knowledge’. It is the pursuit of truth with the help of study, observation, comparison and experiment. Research is , thus, an original contribution to the existing stock of knowledge making for its advancement. 3.1:OBJECTIVES OF RESEARCH: Research inculcates scientific and inductive thinking and it promotes the development of logical habits of thinking and organisation. The purpose of research is to discover answer to question through the application of scientific procedures. The main aim of research is to find out the hidden truth, which has not been discovered yet. Though each research study has its own specific purpose, we may think of research objectives as falling not a number of following broad groupings : ? ? ? ? To gain familiarity with a phenomenon or to achieve new insights into it (Exploratory or formularize research studies) To portray accurately the characteristics of a particular individual, situation or a group (Descriptive research studies) To determine the frequency with which something occurs or with which it is associated with something else. (Diagnostic Research Studies) To test a hypotheses of a casual relationship between variables (hypothesis testing research studies)

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?

This research is an amalgamation of both formularize as well as descriptive research, as it reflects on the present sartisfaction level of the employees at Ashok Leyland regarding the various training and development programmes being conducted here. In the process, it also aims to collect more detailed information on the subject of training and development itself.

3.2:RESEARCH APPROACHES There are two basic approached to research, quantitative approach and the qualitative approach. The former involves the generation of data in quantitative form, which can be subjected to rigorous quantitative analysis in a formal and rigid manner. This approach is further sub-divided into inferential approach is to form a database form which to infer characteristics or relationship of a population. This usually means survey research where a sample of population is studied to determine its characteristics and it is then inferred that the population has the same characteristics. Qualitative approach to research is concerned with subjective assessment of attitudes, opinions and behavior. Research in such a situation is a function of researcher’s insight and impressions. Such an approach to research generates results either in non-quantitative form or in the form, which are no subjected to rigorous quantitative analysis. This research follows both the inferential quantitative and qualitative approach. The questionnaires circulated to collect the relevant information have been analyzed ion the basis of rating given to each question and then, aggregate of the rating of all the questions of a group has been taken to find out the percentage of each response to that group. 3.3:RESEARCH PROCESS FOLLOWED: Research process consists of a series of actions or steps necessary to effectively carryout research and the desired sequencing of these steps. The various steps involved in a research process are not mutually exclusive, not are they separate or distinct. However, the following order concerning various steps provides a useful procedural guideline regarding the research process and has been used to carry out this research: 3.4:FORMULATING THE RESEARCH PROBLEM At the very beginning the researcher, singles out the problem, he / she wants to study in specific terms. Here, for this purpose and extensive study of available literature was done. The training and development policies were studies from the personal manual as well as some information brochures made available by the training department at Ashok leyland. No literature was available of any study conducted earlier on a similar topic. The subject matter related to the topic. “Training and Development” was also examined from the available literature i.e. books, manuals etc. by this review the extent of available of the data of other materials was known and this led to a specification of the problem in a more meaningful context. After specifying the problem, a synopsis was submitted to the company for approval. 3.5:REPAIRING THE RESEARCH DESIGN:

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The function of research design is to provide for the collecting of the relevant information and data with minimal expenditure of effort, time and money. But the way of achieving all this depends mainly on the purpose of the research. Here, the purpose of the study is both exploration and description 3.6:THE MEANS OF OBTAINING INFORMATION: In this research case, a structure red questionnaire was used with close-ended questions with the exception of three questions that required descriptive answers. The time available for research 15 days and for the completion of this research, the time limit was 30 days. Explanation of the way in which selected means of obtaining information will be organized and the reasoning for the selection. 3.7ETERMINING SAMPLE DESIGN: A sample design is a definite plant for obtaining a sample from the given population. It is determined before the data is collected. Steps in sampling design: Population: All items under consideration in the field of enquiry, in this case, the employees of Strides Arcolab Sample: The respondents that have been selected for the purpose of the study Sampling unit: the individual unit of the selected sample Sample frame: this contains the list of all the items of the universe. For this project, the employee lists of Ashok leyland are the sample frame. Size of the sample: this refers to the number of items selected from the universe to constitute the sample. For the purpose of this study, a sample size of 30 was taken which is approximately 20% of the population. 3.8IFFERENT TYPES OF SAMPLING DESIGNS: Non-probability sampling: It is the sampling which does not offer any basis for estimating the probability that each item in the populations has of being included in the sample deliberately; his/her choice remains supreme. The organizer of the study deliberately chooses the particular units of the universe for constituting a sample on the basis that the small mass that they so select out of huge one will be typical or representative of the whole. Probability sampling: Under this sampling design, every item of the universe has an equal chance of inclusion in the sample. Sample random sampling: This design involves the use of lottery system or the random tables for the selection of the sample. Random sampling ensures the law of statistical regulatory i.e., the sample has the same composition and characteristics as a the universe. Systematic sampling: when the sampling is done by selecting every item on the list, it is known as systematic sampling. An element of randomness is introduced by using random numbers to pick up the with which to start. Stratified sampling: If the population from which the sample is to be drawn does not constitute a homogenous group, stratifies sampling techniques is generally applied in order to obtain a representative sample. Under this

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population is divided into several sub-groups that are individually more homogeneous the total population and then items are proportionally selected to constitute the sample. Quota sampling: in stratifies sampling, the cost of taking random samples from individual strata is often so expensive that interviewers are simple given quota to be filled from different strata’s the actual selection of items for sample being left to the interviewer’s judgment. This I scaled quota sampling. The size of the quota for each stratum is generally proportionate to the size of that stratum in the population. Cluster sampling: this sampling involves grouping the population and then selecting the groups or the clusters rather than individual elements for inclusion in the sample. Area sampling: under area sampling, the total area is first divided into a number of smaller non-overlapping areas, generally called geographical clusters. Then, a number of these smaller areas are randomly selected and all units in these smaller areas are included in the sample Multi stage sampling: a further development of the cluster sampling this techniques is meant for big enquiries extending to a considerably large geographical area like a country. Under this sampling, the first stage may be to select large primary sampling units such as the states, then districts, then towns and finally, certain families within the towns. For the purpose of acquiring the related information for the project a sample of size of 25 was chose by applying the quota sampling technique. The size of the sample of each grade of employee was proportional to its strength in the total populating. The sample covered all grades of employees. Execution of the Project: This is a very important step in the research process. If the execution for the project proceeds along the correct lines, the data to be collected would be adequate and dependable. Hence it was necessary to see to it that the project proceeds in the right direction and in the fight manner within the time limits. The respondents were made aware of the purpose of the project and the probably benefit of expressing their frank views. The introduction accompanying each copy of the questionnaire made the things even clearer and ensured the required response. In the questionnaire, the respondents were asked to express their views on the present scenario regarding the training and development porgrammes and their suggestions for future programmes so as to make them more beneficial for the employees.

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4:INDUSTRY PROFILE
DEFINITION OF HEALTH “The total or complete well being of physical and mental health”

4.1: Industry Introduction 4.1.1:1History
The art of Health Care in India can be traced back nearly 3500 years. From the early days of Indian history the Ayurvedic tradition of medicine has been practiced. During the rule of Emperor Ashoka Maurya (third century BCE), schools of learning in the healing arts were created. Many valuable herbs and medicinal combinations were created. Even today many of these continue to be used. During his reign there is evidence that Emperor Ashoka was the first leader in world history to attempt to give health care to all of his citizens, thus it was the India of antiquity which was the first state to give its citizens national health care. Healthcare in India features a universal health care system run by the constituent states and territories of India. The Constitution charges every state with "raising of the level of nutrition and the standard of living of its people and the improvement of public health as among its primary duties". The National Health Policy was endorsed by the Parliament of India in 1983 and updated in 2002. However, the government sector is understaffed and underfinanced; poor services at state-run hospitals force many people to visit private medical practitioners. Opportunities in Indian health sector provide extensive research and objective analysis in the health sector in India. With global revenues of an estimate$ 2.8 trillion, the healthcare is the world’s largest industry. Indian’s high population makes it an important player in the industry. According to the insurance regulatory and development authority, the Indian healthcare industry has the potential to show the same exponential growth that the software and healthcare have shown in the past decade. The various healthcare systems are Traditional systems ? Ayurveda ? Homeopathy ? Unani ? Siddha

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? Yoga 4.1:2: PRODUCTS AND OPERATIONS The major services this sector provides are in patient nursing care and facilities, out- patient clinical facilities and diagnostic services. On average, close to 60 percent of the hospital revenue comes from in-patient services and 30 percent from out-patient. Most hospitals provide general medical and surgical care, but about 20 percent provide special services such as for psychiatric and substance abuse. 4.1:3: GROWTH AND DEVELOPMENT OF THE INDUSTRY Healthcare industry in developing world is all set to grow exponentially and India with its inherent qualities can become the global hub for healthcare services. It is being touted as the next ‘ big boom’ and the sector is expected to grow rapidly over the next decade, to reach a level of Rs.3200 billion by 2012, largely spurred by an increased corporate presence in the sector. The need is to understand this market and plan future strategies to harness the lying opportunity. The healthcare industry is expanding at a rapid rate of about 13% per annum. The healthcare industry in India is one of the fastest growing industries. The industry is worth US $34billion and is growing at an impressive rate of 13%. The healthcare industry has two segments public healthcare and private healthcare. Government healthcare infrastructure primarily caters to serving the semi-urban.

4.1.4Health insurance
The majority of the Indian population is unable to access high quality healthcare provided by private players as a result of high costs. Many are now looking towards insurance companies for providing alternative financing options so that they too may seek better quality healthcare. The opportunity remains huge for insurance providers entering into the Indian healthcare market since 75% of expenditure on healthcare in India is still being met by ‘out-of-pocket’ consumers.

4.1:5: PATTERN OF SPENDING ON HEALTH:
Total health spend 1. Private spend 75% 2. Total health spend 25% ? Central government 5.2% ? State government 15.2% ? Employer & other 3.3% ? Local government donors 1.3%

4.1:6Central government's role
Critics say that the national policy lacks specific measures to achieve broad stated goals. Particular problems include the failure to integrate health services with wider economic and social development, the lack of nutritional support and sanitation, and the poor participatory involvement at the local level. Central government efforts at influencing public health have focused on the five-year plans, on coordinated planning with the states, and on sponsoring major health programs. Government expenditures are jointly shared by the central and state governments. Goals and strategies are set through central-state government consultations of the Central Council of Health and Family Welfare.

4.1:6PRESENT STATUS OF THE INDUSTRY IN INDIA
Key findings ? The Indian healthcare industry is seen to be growing at a rapid pace and is expected to become a US$280 billion industry by 2020.

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? The Indian healthcare market was estimated at US$35 billion in 2007 and is expected to reach over US$70 billion by 2012 and US$145 billion by 2017. ? According to the Investment Commission of India the healthcare sector has experienced phenomenal growth of 12 percent per annum in the last 4 years. ? Rising income levels and a growing elderly population are all factors that are driving this growth. In addition, changing demographics, disease profiles and the shift from chronic to lifestyle diseases in the country has led to increased spending on healthcare delivery. ? The healthcare is worth US $34 billion and is growing at a rate of 13 % annually. ? Healthcare spending is about 5.2% of Gross domestic product (GDP) ? Out of total healthcare spending, 15 % is government funded, 4% is from social; insurance and remaining 80% is out of pocket expenditure. 4.1:7MARKET DYNAMICS The healthcare industry is expanding at a rapid rate of about 13% per annum. The growth is driven by the growing health concerns amidst India’s burgeoning middle class. 4.1:8MARKET OVERVIEW The healthcare industry in India is one of the fastest growing industries. The industry is worth US$34 billion and is growing at an impressive rate of 13%.

4.1:9Factors that have driven change
• • • • • • Increased health consciousness among middle class Incorporation of IT in the industry Raising medical tourism. Changing demographics and lifestyles Increasing share of private players in healthcare sector Health organization moving towards process outsourcing.

4.1:10TREND ANALYSIS

4.2: THEORATICAL INTRODUCTION
HUMAN RESOURCE MANAGEMENT:Human Resource Management deals with the management of people in an Organization. It is assessed and accepted that human resources are the main component of an organization and the success or failure of the organizations depends on how effectively this component is managed. The organization’s objectives and strategies are achieved, if the personal policies and procedures are well connected and mainly contribute in that direction. HRM is dedicated to develop a suitable corporate culture. Programmers are designed and implemented to reflect the core values of than enterprises. “HRM is proactive rather than reactive. It always examines as to what is to be done rather than waiting to be told what to do about recruiting, paying or training people”. 4.2:1MEANING:-

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A detailed study of people is the main function of HRM, HRM means “the process of accomplishing organizational objectives by acquiring, retaining, terminating, developing a properly using the human resources in the organization”. HRM also considers that there should not be high manpower turnover. This means human resources adopted to work should remain in the organization for fairly a long-time. HRM encompasses every activity relating to human resources in an organization. 4.2:2DEFINITION:According to EDWIN B FLIPPO, HRM is “The planning, organizing, directing and controlling of the procurement, development, compensation, integration, maintenance and reproduction of human resources to the end that individual, organizational and social objectives are accomplished.

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Columbia Asia is a consortium of healthcare companies operating across the Asian continent, with hospitals in India, Malaysia, Vietnam and Indonesia. Columbia Asia, the Asian hospital entity of the Columbia Pacific, has close a $135 million second round of financing, bringing the total invested in the company to $325 million. Columbia Asia, which opened its first hospital in Malaysia in 1994, currently operates 13 medical facilities, will have 14 more under construction by this fall and owns the property for another 12. Upon completion Columbia Asia will have 21 hospitals and an airport clinic in India, 11 hospitals in Malaysia, three hospitals in Vietnam and three hospitals in Indonesia, together representing an investment of over $600 million. The Asian operations are headed by Seattle natives, company Chairman Rick Evans and managing director Matt Powell. While the firm has a strong presence throughout Asia, the majority of the company’s growth will be in India. To stand out in the booming health-care market, the company said it offers uniquely designed full-service hospitals built in residential areas. Most of the growth will be in the company's largest market in India. The companies share a common name, common operating systems, common building designs and a common business strategy. The Columbia Asia name, proprietary operating software and building designs are protected worldwide. The strategic business unit of the consortium, located in Kuala Lumpur, Malaysia, provides infrastructure development, including software operating systems, management of financing, reporting and auditing for all of the company in the system. Columbia Asia's management is based in Bangalore and Kuala Lumpur and provides ongoing supervision of operating hospitals and construction activities. The general ledgers of the companies, including payroll and accounting requirements, are centralized at the management offices. Columbia Asia Hospitals set up its premiere state-of-the-art, optimum sized, and multi specialty community hospital in Bangalore in 2005. Bangalore has seen the advent of another super-specialty hospital Columbia Asia Referral Hospital to provide tertiary care for its patient in the first quarter of 2008. These hospitals integrate evidence-based, internationally-benchmarked medical practices with modern technology while delivering the highest-quality patient care. The organization is one of the first to enter the country through the foreign direct investment FDI route.

4.4:1 NATURE OF THE BUSINESS:
Columbia Asia facilities provides trusted affordable care with an emphasis on the most prevalent medical issues of the region from birth and children’s healthcare to waterborne illness and other health challenges.

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•

ADVANCE TECHNOLOGY: All Columbia Asia hospitals are connected by a common software operating system that allows for record-keeping, diagnostics and billing. EXCELLENCE AND TRUST : Every hospital is staffed with highly trained doctors recruited from and working in their native country to provide care that is compatible with the culture of the region. Each facility also has its own pharmacy where patients can trust that they receive safe, quality medication that are not outdated, tampered with or contaminated. AFFORDABILITY: Our emphasis on effective administration, accurate diagnosis and effective care helps to keep cost affordable for patients. With fewer beds, our community hospital can provide high quality care and allow patients to return home sooner. The average stay at the hospital is less than two days. PATIENT FOCUSED: Every waiting room is equipped with plasma display screen to tell every patient exactly how many people are ahead of them and when they will be seen.

•

•

•

4.4:2PROMOTERS: Promoter: Daniel R. Baty Chairman: Richard Evans. Group Managing Director: Matthew Powell. Group Finance Director: Prem Abraham. 4.4:3ORIGIN OF THE COMPANY: 1997 - Nursing and rehabitation facility at Shah Alam in Malaysia. 1998 - Multi specialty medical center at Gai Dinh in Vietnam. 1999 - Multi Specialty medical center at Seremban in Malaysia. 2000 - Outpatient Clinic at Saigon in Vietnam. 2005 - Columbia Asia hospital – Hebbal at Bangalore 2006 - Columbia Asia medical center at Jakarta in Indonesia. 2007 – Columbia Asia medical center at Puchong Malaysia. 2008 – Columbia Asia medical center at Taiping. Malaysia. 2008 - Columbia Asia medical center at Yeshwanthpur Bangalore. 2009 - Columbia Asia medical care at Mysore. 2010 - Columbia Asia medical center at Ghaziabad Bringing 21st Century Medicine to the Emerging Countries of Asia: Columbia Asia has developed a unique model for hospitals. We deliver advanced medical care through facilities located in neighborhoods, rather than the central city. With sophisticated hospitals based in their communities, patients have dramatically improved access to quality affordable care.

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4.4:4Upcoming Hospitals across the Asian continent
INDIA
• • • • •

MALAYSIA Ahmadabad Chandigarh Dehradun Jalandhar Luck now Meerut Bangalore Trivandrum Pune Balakong Bukit Rimau Kota Damansara Nusajaya Setapak

• • • •

COLUMBIA ASIA REFERRAL HOSPITAL – YESHWANTHPUR:

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Columbia Asia Referral Hospital- Yeshwanthpur(CARHY) is a facility designed for care of difficult and relatively unusual diseases that cannot be easily addressed elsewhere. The hospital was opened in June 2008. The hospital has a full complement of high end healthcare services equipped for specialized forms of treatment, critical care and emergency services. 4.4:5OUR MISSION: Columbia Asia is pledged to deliver Effective and Affordable medical services in a Clean and Caring environment. 4.4:6OUR VISION: To build the BEST MANAGED healthcare company in Asia. 4.4:7OUR MOTTO: “CUSTOMER’S FIRST.” 4.4:8OUR VALUES: 1. EXCELLENCE 2. TEAM WORK 3. INTEGRITY 4. CARING 5. COMMUNITY

4.4:9FEATURES AND FACILITIES: • • • • • • 168 BEDS 24 HOURS EMERGENCY ROOM. 24 HOURS LABORATORY SERVICE 24 HOURS PHARMACY 24 HOURS RADIOLOGY 7 OPERATI NG ROOMS

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• • • • • • • • • •

DAY SURGERY CENTRE DEDICATED LABOUR & DELIVERY SUITES DIALYSIS MINIMAL ACCESS SURGERY NURSERY AND SPECIAL CARE BABY UNIT. OUTPATIENT SPECIALIEST CLINIC PHYSIOTHERAPY DIETETICS ENDOSCOPY SUITE INTENSIVE CARE UNIT

FACILITIES • • • • • • • • • • • • ANESTHESIOLOGY COSMETIC DERMATOLOGY DENTAL CARE DERMATOLOGY E .N .T GASTROENTROLOGY GENERAL SURGERY INTERNAL MEDICINE MAXILLO FACIAL SURGERY MEDICAL ONCOLOGY NEPHROLOGY UROLOGY • • • • • • • • • • • NEUROLOGY VASCULAR SURGERY NEUROSURGERY NON – INVASIVE CARDIOLOGY OBSTETRICS & GYNAECOLOGY OPTHALMOLOGY ORTHOPADIC SURGERY PEDIATRICS PEDIATRICS SURGERY PSYCHIATRY SURGICAL ONCOLOGY

4.4:9International Patient Services at Columbia Asia: Columbia Asia Hospitals recognizes that International Patients have special needs and require special attention for their treatments outside their country of origin. In order to provide a highly specialized and personalized service, Columbia Asia offers seamless and holistic service support of world-class quality. Our end-to-end service includes assistance in the decision making for choosing from the Columbia Asia centers and doctors in the respective specialty of to post discharge recuperative support and guidance.

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From the warmth of our greeting at the airport, to your registration and discharge, we have created an unparalleled experience through our compassionate services for our international guests, based on the premise‘Atithi Devobhava’ (Guest equivalent to God). Our Value Added Services to International Guests: • • • • • • • • • • • • • • • • • • • • Dedicated team of Facilitators Airport transfer Service Unstinted service support- Visa Assistance, Helpline number Scheduling of all medical appointments Coordination of the admissions process Cost estimates for anticipated treatment Processing of medical second opinions Concierge services- Flight Arrangements & Extensions / Visa Assistance and Foreign Exchange Language Interpreters EDocs- Remote Consultations via Telemedicine. Group practice Internationally certified committed consultants Internationally benchmarked standard protocols Unwavering focus on clinical & non-clinical trainings Proprietary software Electronic medical records system (EMRD) Focus on accreditation Transparency and standardization in pricing Pan-India presence Infrastructure and modern technology.

Our Value Proposition to international Guests:

4.4:10Infrastructure Facilities
• • • • • • • • Plasma TVs to aid queuing systems and scheduling. Unique proprietary software with electronic medical gas systems. Centralized medical gas systems. Operating theaters designed to conform to ASHRA (American Society of Heating, Refrigerator, and Air Conditioning) standards. Spacious ICU : 4 bedded and 5 bedded rooms. Delivery suites. Day care centre. State-of-the-art medical equipment and international standard infrastructure.

4.4:11ACHIEVEMENT/AWARDS

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Columbia Asia doctor named head of Indian transplant association Dec. 16, 2010 Dr. Ajit Huilgol is one of the country's leading transplant surgeons. Columbia Asia attracts Indian doctors back home Nov. 22, 2010Company's ethics, high-quality care are factors in return. Columbia Asia performs its first stem cell transplant Nov. 8, 2010.Columbia Asia Hospital - Yeshwanthpur in Bangalore performed its first stem cell transplant recently Clinical hematologist Dr .Sathish Kumar and medical oncologist Dr Neelesh Reddy of Columbia Asia gave Daniel four cycles of chemotherapy, including a high-dose treatment. This was followed by autologous stem cell transplantation. Forbes India takes a look at Columbia Asia's unique hospital model Oct. 8, 2010Forbes India features Columbia Asia's efficiency and transparency.Columbia Asia stands out in the marketplace for its efficiency, transparency and unique hospital model

4.4:12COMPETITORS INFORMATION:
Bangalore is a cosmopolitan city with growing population; change in culture has led to growing opportunities. It attracts new entrants in every field. Service organizations are not escapable from this various circle. Columbia Asia too faces competition from its fellow business house in the field of hospitality. Major competitors are: 1.MANIPAL HOSPITAL : It is envisaged to provide a quality education and medical facilities at affordable prices It has today been manifested as “MANIPAL ENTERPRISE”. Manipal Enterprise, started in 1953 is one of the largest Hospital management groups in Asia. It has extended its wings to various service sectors. • • • • 2. SAGAR APOLLO HOSPITAL : Apollo hospital Bangalore is the first of its kind in South India and within the Apollo chain of the Hospitals to be equipped with comprehensive state of the art armamentarium under one roof. The doctors at Apollo Hospital Bangalore have been chosen after an extensive process where their commitment and expertise is assessed in equal measure. Most of them have studied, trained or worked abroad at eminent institutions. The hospital has over 100 consultants available round the clock. They have a team of skilled consultants with rich experience from the best institutes in India and abroad. Hospital’s dedicated support staff recognized for technical excellence and compassionate care on par with international standards. Education Institutes Hospital institutes Banking

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The hospital is equipped with some of the most advanced facilities in the world and some of the most eminent names in several medical specialties and super specialties. 3. FORTIS Hospital : Fortis Hospitals Bangalore has become one of the first super specialty hospitals in South Asia to achieve accreditation from Joint Commission International (JCI), USA. A state of the art 400 Bed facility equipped with latest technology and truly World class Clinical Talent dedicated to the whole range of Cardiac, Orthopedic, Neurosciences, Minimal Access Surgery and Women & Child Services If Bangalore has come to be known as Asia's preferred medical destination, then Fortis Hospital is the choice for Super-Specialty healthcare. As Bangalore earns the tag of a multi-dimensional healthcare city, Fortis Hospitals takes the big leap into a multi-disciplinary Super-Specialty healthcare provider. Today, this new facility is undoubtedly set to be a physical landmark in South Bangalore and a milestone in the medical map of Asia. The 400-bed center has a focused approach on providing critical medical and surgical care, making it one of the largest critical care facilities in Bangalore. Each specialty has leading full-time consultants, backed by comprehensive, best-in-class technology and allied, well-trained para-medical staff to provide world-class services, including 24/7 emergency services

STRUCTURE
The most important resources of organization is its people, how they are organized is crucial to its functioning and accomplishing successful implementation of its strategy. The structure provides the framework for relationships among different parts of the organization. The structure sets out formal reporting relationship, mode of communication among members their respective roles, rules and regulations for carrying out different tasks, etc, if the organizational structure is not properly defined: it has a detrimental effect of the effective and efficient working. ORGANIZATION STRUCTURE

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G n r lM e ea a

Cs mr u to e Cr ae

F ac in n e

H mn u a R s uc eo re

Mre g a k tin

Ac n il Sr ev

C s mr u to e H mn u a F ac in n e Cr ae R s uc eo re Columbia Asia Referral Hospital a a estructure with 4 levels. Mhas line r ng Mngr aae Mngr a ae DETAILED STUDY OF VARIOUS DEPARTMENTS
CUSTOMER CARE:

Mre g a k tin Mngr a ae

O ea n p r tio s Mngr aae

Customer care department is the most important department in any service sector industry. The primary objective of this department is to take care of the patients. Their function encompasses registration, appointment with doctors, admission and care during their stay in the hospital and discharge. HUMAN RESOURCES: Human resource Department deals with recruitment and selection of the employees of the entire institution. Orientation is conducted for all the new employees for 8 days before they are introduced to various departments. Training is continues process, hence regular training program are conducted by each department and the reports are given to HR department .Various activities are also conducted to motivate, such as game shows, outdoor sports, rock climbing. PHARMACY:

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While dispensing any medication patients are well briefed about the dosage and frequency including precautions to be taken. All medications will be presented in appropriate covers to ensure confidentiality. At the dispensing counter every effort is being made to ensure discreteness and patient confidentiality. In case of a particular medicine is not available, every effort is made to substitute a suitable alternative after checking with Physician. Alternatively efforts will be made to procure the medicine from the vendors and provide the same to the patients within 24 hours. RADIOLOGY: Radiology sections cater to the needs of Brain, Breast, Cardiac, chest, Gastrointestinal, Genitourinal, Head and neck, Multisystem, Musculoskeletal and Gynecology. This department well equipped with 2 divisions: • • Radio Diagnosis with modern equipments including facility of Cobalt therapy for the cancer patients. C.T Scan and Imaging.

All patients will be given appropriate directions on when and how to collect the report. Special care is taken while undergoing investigation of infants and Geriatric patients. SUPPORT SERVICE: The two departments covered are: ? FOOD AND BEVERAGES. ? HOUSE KEEPING. Columbia café provides food at subsidized rate for the employees. Food and beverages are served to the outpatients’ at a reasonable price. All the food prescribed for the patients are according to the dieticians instructions. Any special request made by a visitor is accommodated without hesitation. Housekeeping and maintenance include request, public areas, patients room daily service Housekeeping Trolleys and equipments will always be neatly arranged and appear clean and well organized. All public restrooms are well maintained all times with ample stock tissue paper and liquid soaps. PHYSIOTHERAPY: Physiotherapy means physiotherapeutic system of medicine which includes examination, treatment, advice and instruction to any person preparatory to or for the purpose of or in connection with movement dysfunction, body malfunction, physical disorder, disability, healing and pain from trauma and disease, mental conditions using physical agents including exercise, mobilization treatment and prevention. NURSING: Nurses are the soul of the hospitals. Their role is very crucial in hospitals. Hence at most care is taken while appointing well qualified nurses. A written examination is conducted to weed- off inefficient candidates. Orientation program are conducted and the new recruiters are given continuous training both on the jobs and off the jobs. All nurses will follow the correct medication protocol, following the rules of four rights of medication – right patient, right drug, and right dose and at the right time. Nurses will maintain all patients documents accurately as per protocols and will ensure confidentiality All aspects of patient safety as standardized will be adhered to whilst providing nursing care. The discharge process will be explained to patients in detail and if any delays do occur, patients will be apprised of the process at every step. Standardization is the strength of the hospital all the rules and regulations are well structured and properly adhered. Nurses have to strongly abide to it and maintain high standards. FINANCE: Finance department role is very crucial in any organization it has to interact with the other entire departments, providing funds and to account all the aspects. Finance department is effective in controlling cost. The work of the finance team starts when a patient enters the hospital for service and ends when he/she gets discharged.

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The hospital ensures that no patient waits more than 3 minutes in the queue before being served. Feedback system is very effective, patients are required to fill feedback form and comments are well received. A dedicated team takes care of the complaints posed by the patients and appropriate action is taken. INFORMATION TECHNOLOGY: IT department provides crucial link with the hospitals and also with the outside world. IT department is well equipped with latest computer and sufficient broadband facilities. The hospital has also dedicated WAN facilities and dedicated lines foe telecommunication. It also has teleconference facilities; it is linked to major hospitals and expert surgeon throughout the world. Frequent interaction among specialized doctors is facilitated through this department.

Felder and Silverman's Index of Learning Styles
One of the most widely used models of learning styles is the Index of Learning Styles developed by Richard Felder and Linda Silverman in the late 1980s. According to this model (which Felder revised in 2002) there are four dimensions of learning styles. Think of these dimensions as a continuum with one learning preference on the far left and the other on the far right. Figure 1: Learning Styles Index Sensory Intuitive

Sensory learners prefer concrete, practical, and procedural information. They look for the facts.

Intuitive learners prefer conceptual, innovative, and theoretical information. They look for the meaning.

Visual

Verbal

Visual learners prefer graphs, pictures, and diagrams. They look for visual representations of information.

Verbal learners prefer to hear or read information. They look for explanations with words.

Active

Reflective

Active learners prefer to manipulate objects, do physical experiments, and learn by trying. They enjoy working in groups to figure

Reflective learners prefer to think things through, to evaluate options, and learn by analysis. They enjoy figuring out a problem on

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out problems.

their own.

Sequential

Global

Sequential learners prefer to have information presented linearly and in an orderly manner. They put together the details in order to understand the big picture emerges.

Global learners prefer a holistic and systematic approach. They see the big picture first and then fill in the details.

SWOT ANALYSIS OF COMPANY
Strengths, Weakness, Opportunity and Threats and SWOT analysis helps any organization to discover its position from various angles. • • • • • SWOT analysis is very useful because of its importance in understanding the company position in the market, it analyses the company in the following ways SWOT analysis helps the company to realize its major strengths areas like finance, marketing, quality, product, unique products and services. Good management and working professionals of the organization etc.. SWOT analysis helps the company to discover new business ideas either in the some line or completely new business concepts by utilizing the existing resources of the organization. SWOT analysis finds out the areas in which the company is weak and needs to improve in and to avoid future complications like competition. SWOT analysis helps the company to concentrate on the problems at present ant threats that may arise in future so that the company can be ready to face such threats.

Strengths 1. Brand image.

Weaknesses
1. High cost of maintenance.

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2. 3. 4. 5. 6.

Customized service. Multi Specialist Hospital. NABH Location advantage. Best doctors and trained nurses.

2. Foreign multinational hospital. 3. Adaptability to Indian conditions.

Opportunities 1. Knowledge transfer 2. Widespread participation 3. Community building skills 4. Leadership 5. Community control over decision making

Threats 1. Competition 2. High employee turnover. 3. Financial and resource infrastructure 4. Communication system

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5. LITERATURE REVIEW
In this chapter, the concepts and ideas, which have relevance to the study, are defined. In addition, the empirical studies, which form the basis for the conceptual framework of the study, are also reviewed. 5.1. Overview and Definitions of Concepts Training is a term, which covers a wide range of activities. Its length can vary from short term training activities such as one-day demonstration, to longer-term professional courses that may last several months. Trainers are also diverse. Generally, FAO considers four main audiences: primary producers, technical specialists, professionals and students receiving technical education (FAO, 2002). Human Resource Development (HRD) is one of the many strategies in achieving the vision for development in any country. Training can be one of the best ways to develop human resources. It aims to develop people’s potential and enable them to use this potential towards the achievement of their vision of self –reliance and self-sufficiency. It covers the development of peoples’ KSA as they deal with their day-to-day life situation IIRR, 1997, Marrissa, 1997). When there is agreement in a change process that audiences lack certain technical, social and or organizational skills, communication workers may organize training activities or courses directed towards transferring specific knowledge and skills. Extension training which is conventionally, referred to the process through which extension staff becomes equipped to do their job, provides change agents at different levels in organizations (management, field worker’s etc) with insights and experiences for taking strategic and operational decisions in communicative intervention. It may cover technical, and/ or management issues, and it can take place in various ways. Method demonstrations and experiential practical are among some important methods that can be useful when interacting with farmers outside classroom or in a distance education setting (Leeuwis, 2004). it is obvious that the methods and techniques used follow the same manner, which holds true for training approaches too. In the traditional approach of the training, it is the training staffs who design the objectives, contents, teaching techniques, assignments, lesson plans, motivation, tests and evaluation. The focus in this model is intervention by the training staff (Rama, et al,1993). As Hagman, et al, (1998) argued, the transfer of technology (TOT) model, which has been the prevalent practice for developing and spreading innovations in many developing countries, is based on the assumption that transfer of technology and knowledge from scientists to farmers will trigger development. Therefore, until recently development in rural Africa, communities being told what to do, often by institution which has not taken the time to understand their real needs. The results tend to be poor, because rural people did not feel ownership of the ideas imposed on them. This situation is well reflected in the case of Ethiopia. The style of the communication process is highly related with the evolution of its theories and approaches. Chambers (1993) argued that the values and the roles, and power relations have been changing from urban, industrialized, high technology, male, quantifying, and concerned with things, needs and interests of the rich, to people first and poor people first of all. The last first paradigm includes learning from the poor, decentralization, empowerment, local initiative, and diversity. Development is not by blue- print but by a flexible and adaptive learning process. The

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communication process is also becoming lateral, i.e., as mutual learning and sharing experiences as opposed to previous condition, i.e. vertical, order down, report- up (Chambers, 2004). The Participatory training, which emerged from such rethinking of development approaches, has become one of the participatory methodologies (RISE, 2002). Even though, the recognition of the need to move away from instrumental and blue print models to more participatory approaches has increased in different parts of the world, winds of changes of such development movements have not influenced Ethiopia’s development efforts. which can take and implement decisions about the use of common property resources, to act as intermediaries, between farmers, groups and government institutions. Trainings in communication skills (particularly with group, but also in dialogue with individual farmers), PRA, in problem solving become increasingly important (Scarborough et al, 1997). According to the above concept, this is not only a question of the content of training: the learning and teaching methods used in training institutions also need to be brought in line with the requirements of ‘extension for sustainability’. Trying them out and then reflecting, with the critical help of peers and trainer, on the outcome, helps learn communication skills.

6ata analysis and interpretation

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6.1:Table showing the gender of the trainers.

Attributes Male Female Total

No of Respondents 10 6 16

percentage 60 40 100

Interpretation: It shows that among the respondents 60% are male trainers and 40% are female trainers. As sex ratio of male to female India is also shows the same trend.

6.2:Table shows the age of trainers.

Age responents 25 below 25-35 35-45 0 9 7 percentage 0 56.25 43.75

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above 45 total

0 16

0 100

Interpretation:It shows most of the trainers are in age group 25-35 hence Columbia Asia referral hospital yeswanthpur, hires and encourage youngsters .

6.3:Table shows the date of joining of trainers Date of Joining 2008 2009 2010 2011 TOTAL No Responents 8 2 5 1 100 16 percentage 50 12.5 31.25 6.25

Interpretation:It shows 50% of trainers are hired at 2008,and they still are loyal and satisfied with Columbia Asia Referral Hospital.They have good experience.

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6.4:Training as a part of organizational stratergy. Choice Strongly Agree Agree Somewhat Agree Disagree TOTAL Number Responents 12 4 0 0 16 percentage 75 25 0 0 100

Interpretation:It shows 75% of trainer believe that training is part of organisation stratergy,and they are satisfied.

6.5:Training programmes conducted in a year. Choice Column1 2 Percentage 12.5

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Less than 10 10_20 20-40 More than 40 TOTAL 4 2 8 16 50 100 25 12.5

Interpretation:It shows 50% of the departments conduct 40 and more training session a year . As it is useful for employee.

6.6:Training is given more to in organisation. Choice Senior staff Junior staff New staff Based on requirement Number Responents 2 3 4 7 percentage 12.5 18.75 25 43.75

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TOTAL

16

100

Interpretation: It shows 44 % of the training is given based on requirement of employee, not just improve the employee current performance but mold is future.

6.7:Barriers to training and development. Choice Time Money Lack of interest by the staff Non- availability of skilled trainer TOTAL Number Responents 13 0 3 0 100 16 percentage 81 0 18 0

Interpretation: It shows the biggest barrier for training and development is lack of time,and it also shows the management is ready to spent money and hier trainers for the overall development of the employee,who also shows great interest in training session.

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6.8:Training method used in organization. training method job rotation 5 external training Conference programmed instruction Total 37 6 3 2 16 18.25 12.5 100 Number of responents Percentage 31

Interpretation: It shows Columbia Asia Referral Hospital uses many different methods of training, in which job rotation is used the highest hence all employee get first hand experience of the job.

6.9:Enough practice is given during training session for employee. Choice Number of responents 6 Percentage 37.5

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strongly agree agree somewhat agree disagree total 6 4 0 0 100 16 37.4 25

Interpretation: It shows 38% of the trainer believe that enough practice is given during the training giving employee not just verbal but practical exposure.

6.10:Training sessions conducted in organisation is useful. Choice strongly agree Agree somewhat agree Disagree Total Number of responents 8 43.75 7 6.25 1 0 16 0 100 percentage 50

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Interpretation: It shows 50% and more trainers believe and satisfied with the training programmes conducted is useful for day to day activities and overall development of employee.

6.11:Type of training imparted for new recruits. Choice technical training management training presentation skill other total number of respondents 11 2 18.75 3 0 0 100 16 Percentage 68.75 12.5

Interpretation: It shows 69% of the trainers believe in giving technical training to the new recruits to bridge the

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gap between the knowledge they obtained from university to real life experience needed.

6.12:Training and Development given for employee career aspiration to come true. Choice leadership training external degree formal meeting Other Total number of responents 11 0 0 25 4 6.25 1 16 100 percentage 68.75

Interpretation: 69% of trainers believe that leadership training is a must for the overall career development of employee as it involves character building, taking responsibility for once action.

6.13:Skill that trainer possess to make training effective.

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Choice should possess only technical skill people skill or soft skill are more important than technical skill generalist makes better trainers fond of taking to people total

number of respondents 4

percentage 25 50

8 25 4 0 0 16 100

Interpretation: 50% of trainers feel soft skills are more important than technical skills as action speaks louder than words. 6.14:General complaints about training session. Choice take away precious time of employee too many gap between the session number of responents 7 12.5 2 percentage 43.75

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training session are unplanned boring and not useful total

37.5 6 6.25 1 100 16

Interpretation: It shows that 44% trainers agree on the statement general complaint about training sessions is lack of time because health industry require employees to work in shift, training session has to be included within the working hours. 6.15egree to which the training objective are meet during the training session. number of Percentage Choice responent s 43.75 all objectives are met 7 43.75 some objectives are met 7 12.5 met according to the need 2 0 none of the objectives are met 0 100 total 16

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Interpretation: It shows that 44% of trainers believe and satisfied that all objectives are met. Hence all planning and execution of training programmes are upto industry standards. 7:Finding • It shows that among the respondents 60% are male trainers and 40% are • female trainers. As sex ratio of male to female India is also shows the same trend. • It shows most of the trainers are in age group 25-35 hence Columbia Asia referral hospital yeswanthpur, hires and encourage youngsters . • It shows 50% of trainers are hired at 2008,and they still are loyal and satisfied with Columbia Asia Referral Hospital.They have good experience. • It shows 75% of trainer believe that training is part of organisation stratergy,and they are satisfied. • It shows 50% of the departments conduct 40 and more training session a year . As it is useful for employee. • It shows 44 % of the training is given based on requirement of employee, not just improve the employee current performance but mold is future. • It shows the biggest barrier for training and development is lack of time,and it also shows the management is ready to

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•

•

•

•

•

• •

•

spent money and hier trainers for the overall development of the employee,who also shows great interest in training session. It shows Columbia Asia Referral Hospital uses many different methods of training, in which job rotation is used the highest hence all employee get first hand experience of the job. It shows 38% of the trainer believe that enough practice is given during the training giving employee not just verbal but practical exposure. It shows 50% and more trainers believe and satisfied with the training programmes conducted is useful for day to day activities and overall development of employee. It shows 69% of the trainers believe in giving technical training to the new recruits to bridge the gap between the knowledge they obtained from university to real life experience needed. 69% of trainers believe that leadership training is a must for the overall career development of employee as it involves character building, taking responsibility for once action. 50% of trainers feel soft skills are more important than technical skills as action speaks louder than words. It shows that 44% trainers agree on the statement general complaint about training sessions is lack of time because health industry require employees to work in shift, training session has to be included within the working hours. It shows that 44% of trainers believe and satisfied that all objectives are met. Hence all planning and execution of training programmes are upto industry standards.

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8: SUGGESTIONS
Once you know where your preferences lie on each of these dimensions, you can begin to stretch beyond those preferences and develop a more balanced approach to learning. Using the Learning Style Index You can us the learning style index to develop your own learning skills and also to help you create a rounded learning experience for other people. (I) Developing Your Learning Skills Step One: Identify your learning preferences for each learning dimension. Read through the explanations of each learning preference and choose the one that best reflects your style. Step Two: Analyze your results and identify those dimensions where you are "out of balance," meaning you have a very strong preference for one style and dislike the other. Step Three: For each out of balance area, use the information in figure 2 to improve your skills in areas where you need development. Bringing Your Learning Styles into Balance Sensory Learners – if you rely too much on sensing, you can tend to prefer what is familiar, and concentrate on facts you know instead of being innovative and adapting to new situations. Seek out opportunities to learn theoretical

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information and then bring in facts to support or negate these theories. Intuitive Learners – if you rely too much on intuition you risk missing important details, which can lead to poor decision-making and problem solving. Force yourself to learn facts or memorize data that will help you defend or criticize a theory or procedure you are working with. You may need to slow down and look at detail you would otherwise typically skim. Visual Learners – if you concentrate more on pictorial or graphical information than on words, you put yourself at a distinct disadvantage because verbal and written information is still the main preferred choice for delivery of information. Practice your note taking and seek out opportunities to explain information to others using words. Verbal Learners – when information is presented in diagrams, sketches, flow charts, and so on, it is designed to be understood quickly. If you can develop your skills in this area you can significantly reduce time spent learning and absorbing information. Look for opportunities to learn through audio-visual presentations (such as CD-ROM and Webcasts.) When making notes, group information according to concepts and then create visual links with arrows going to and from them. Take every opportunity you can to create charts and tables and diagrams. Active Learners – if you act before you think you are apt to make hasty and potentially ill-informed judgments. You need to concentrate on summarizing situations, and taking time to sit by yourself to digest information you have been given before jumping in and discussing it with others. Reflective Learners – if you think too much you risk doing nothing. ever. There comes a time when a decision has to be made or an action taken. Involve yourself in group decision-making whenever possible and try to apply the information you have in as practical a manner as possible. Sequential Learners – when you break things down into small components you are often able to dive right into problem solving. This seems to be advantageous but can often be unproductive. Force yourself to slow down and understand why you are doing something and how it is connected to the overall purpose or objective. Ask yourself how your actions are going to help you in the long run. If you can't think of a practical application for what you are doing then stop and do some more "big picture" thinking. Global Learners – if grasping the big picture is easy for you, then you can be at risk of wanting to run before you can walk. You see what is needed but may not take the time to learn how best to accomplish it. Take the time to ask for explanations, and force yourself to complete all problem-solving steps before coming to a conclusion or making a decision. If you can't explain what you have done and why, then you may have missed critical details.

(II) Creating a Rounded Learning Experience for Others Whenever you are training or communicating with others, you have information and ideas that you want them to understand and learn effectively and efficiently. Your audience is likely to demonstrate a wide range of learning preferences, and your challenge is to provide variety that helps them learn quickly and well. Your preferred teaching and communication methods may in fact be influenced by your own learning preferences. For example, if you prefer visual rather than verbal learning, you may in turn tend to provide a visual learning experience for your audience. Be aware of your preferences and the range of preference of your audiences. Provide a balanced learning experience by:
• • • • Sensory – Intuitive: Provide both hard facts and general concepts. Visual – Verbal: Incorporate both visual and verbal cues. Active – Reflective: Allow both experiential learning and time for evaluation and analysis. Sequential – Global: Provide detail in a structured way, as well as the big picture.

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9:Conclusion
Columbia Asia Hospital set up its premiere state-of-the-art optimum sized and multi specialty community hospital in Bangalore in 2005. Bangalore has seen the advent of another super-speciality hospital Columbia Asia Referral Hospital to provide tertiary care for its patient in the first quarter of 2008. These hospital integrate evidence-based, internationally-benchmarked medical practice with modern technology while delivery the highest quality patient care. Training sessions must be divided into different learning style, to tailor fit the need of CARHY employee. I conclude by saying that Columbia Asia referral hospital yeshwanthpur is well organized where I successfully completed my two month summer project on “EFFECTIVENESS OF TRAINING AND DEVELOPMENT AT CARHY”. The organization has a good relation with employees and the employees were friendly and coordinate throughout my poroject.

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ANNEXURES
I am Juliet . M . B, MBA student of SRM University . As a part of our curriculum, I am carrying out a project in HR department on the topic “A Study on the Effectiveness of Training and Development at Columbia Asia Referral Hospital Yeswanthpur” PERSONEL DETAILS (please tick)? 1. GENDER 2. AGE 25 below [ 35-45 [ ] ] 25-35 [ ] ] Male[ ] Female [ ]

Above 45 [

3. Date of joining 2008 [ ] 2009[ ] 2010[ ] 2011[ ]

1) Your Organisation considers training as a part of organizational strategy. Do you agree with this statement? ( ( ( ( ) Strongly agree ) Agree ) somewhat agree ) disagree

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2)

How many training programmes will you conduct in a year? Less than 10 10-20 20-40 More than 40

3) To whom the training is given more in your organiation?
14224559 1

( ( ( (

) ) ) )

Time Money Lack of interest by the staff Non-availability of skilled trainer

5).What mode of training method is normally used in your organisation? ( ( ( ( ) Job rotation ) External training ) Conference/discussion ) Programmed instruction

6).Enough practice is given during training session for employee?Do you agree with this statement? ( ( ( ( ) Strongly agree ) Agree ) somewhat agree ) disagree

7).The training sessions conducted in your organisation is useful .Do you agree with this statement?

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( ( ( (

) Strongly agree ) Agree ) somewhat agree ) disagree

8).What type of training is being imparted for new recruits in your organisation? ( ( ( ( ) Technical training ) Management training ) Presentation skill ) Other (please specify)-----------------------------.

9).What Training and Development do you give to make employee career aspiration to come true? ( ( ( ( ) Leadership training ) External degree study ) Formal meeting procedures ) Other (please specify)---------------------------------.

10).What are the skill that the trainer should possess to make the training effective? ( ( ( ( ) Should possess only Technical skill. ) People skills or soft skill are more important than technical skill. ) Generalist makes better trainer. ) Fond of talking to people.

11). What are the general complaint about the training session? ( ) Take away precious time of employee. ( ) Too many gaps between the session. ( ) Training session are unplanned. ( ) Boring and not useful. 12). Comment on the degree to which the training objective are met during the training session. ( ( ( ( ) All objectives are met ) Some objectives are meet ) Met according to the need ) None of the objectives are met.

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------------------------Signature

----------- --- ------*THANKYOU*---------------

10:BIBILOGRAPHY
• • •

• • • •
•

•
•

Human Resource Management J.Jayasankar Maegham Publications 4 th edition ,2008. Personnel Management and Industrial Relationship P.C.Tripathi Sultan Chand and Son 3 rd edition, 2006. Organizational psychology-J.Jayasankar Maegham Publication 4th edition , 2009. Business Mathematics and Statistic Dr P.R.Vittal Margham publication. Marissa, B., 1997.Espeneli for the Training of Trainers for Sustainable AgricultureCourse.IIRR Head quarters, Silang, Cavite, Philippines. Leeuwis, C., with contributions from Van den Ban 2004. Communication for Rural Innovation: Rethinking Agricultural Extension, Black Well Publishing, CTA, 407p. Rama, B.R., Etlling, A.W.W., and Bowen. B.E., 1993. Training of Farmers and Extension Personnel. In R, K.Samanta (ed.), Extension strategy for Agricultural Development in 21st Century. New Delhi. Hagman, J., Chuma, E., Murwira, K., and Connolly, M., 2000. Learning Together through Participatory Extension. Harare, Zimbabwe. Scarl bourgh,V., Killough,S, Jhonson,D.A, Farrigton, J. 1997. Farmer - Led Extension, Concepts And Practices. London, UK.

Websites www.google.com www.wikipedia.com www.columbiaasia.com

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