Description
In military use, training means gaining the physical ability to perform and survive in combat, and learning the many skills needed in a time of war. These include how to use a variety of weapons, outdoor survival skills, and how to survive captured by the enemy, among many others. See military education and training.
Internship Report Organization and the Training Programs Conducted
in Union Roadways Limited
I TER SHIP REPORT
SUBMITTED
In partial fulfillment for the Requirement of the award of Degree
MASTERS OF BUSI ESS ADMI ISTRATIO
About the company
The internship undertaken was in Union Roadways Limited (URL), a transportation company with branches all over the country. The company transports a wide spectrum of goods, ranging right from household articles to be shifted to heavy consignments.
Objective
The primary objectives in attending the internship
• • •
To gain an overview of the organization To learn the functions of the HR department with respect to training programs conducted To acquire a hands on experience of working in a formal organisation
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The Departments
The main purpose of departmentation is operation at a minimum cost through division of labour and specialization. The various departments at Union Roadways Limited are as follows:
Traffic department The main function of this department is to find an exact match between the customer's preferences of vehicle to transport his/her goods to the destination.
Fleet department This department is charged with the responsibility of acquiring and maintaining the various types of heavy vehicles required for transporting consignments. The fleet department also ensures that the vehicles are maintained properly. Routine maintenance is followed in Union Roadways Limited.
Finance department This department audits the accounts of the company and prepares annual accounts of Union Roadways Limited. It also carries on the functions of allocating resources and ensuring that the maximum possible profitability is achieved.
Marketing department This department performs the functioning of marketing URL's transportation capabilities and ensures that the client base of the company is ever expanding.
Warehousing department The function of identifying the locations where warehouses are required rests with this department and it is also additionally charged with the responsibility of ensuring their maintenance.
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Human Resource department Human resource department is involved in the recruitment, maintenance, motivation, training and development of the work force.
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THE I DUSTRY?
Transportation has always been an indispensable part of society; however the mode may vary from one era to another. Variety in vehicles has really created a marvelous mobilization at the scenario of transportation which not only has enhanced but also contributed up to remarkable extent in uplifting the over all working of transporting Industry.
Transportation industry in India is an evergreen field, with its importance increasing by the day. As more businesses expand over a large area, the need to transport their respective material to other destinations and deliver goods to customers increases. In this industry there is always an opportunity to increase efficiency. The obligation of ensuring customer satisfaction rests with the transportation companies too. With the increase in the number of organizations operating in India, the scope of the transportation industry has also increased and to launch a transportation company, a license is not required.This competitive industry has a number of players who have established themselves over the decades.
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THE COMPA Y?
Union Roadways Limited, is India's top ranking transport organization
with 37 years of dedicated service to the nation. Keeping the objective of customer satisfaction in mind, a group of efficient and courageous men started the Union Roadways Limited. Today, by climbing the steps of success gradually, Union Roadways Limited has taken the responsibility of serving the people in service industry. Union Roadways Limited is one of the dependable transport companies in the country having branches in all the major cities of India with appropriate communication network and equipped with all modern facilities. Established in 1967, the organization has grown rapidly with a firm determination to render efficient integrated service to the customer and catalyze development of the nation. Today Union Roadways Limited, a limited company with shares closely held, specializes in the transportation of project equipments, heavy and odd size cargo, fast clearance from ports and undertake to carry all consignments big or small.
THE HISTORY?
This Organization was started by realizing the
importance of transportation of goods by Road and a group of young professional stepped in this unique area and built this organization to improve the working efficiency with a motto of service to the satisfaction of customers entrusted their valuables for transportation with excellent results which earned the organizers trust and reliance. Today it Union Roadways Limited is spread throughout India with its 175 branches.
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IMPORTA T DATES?
• •
1967 1987 • 1995
Union Roadways Limited was
launched on 27th Dec 1967 as "Union Roadways" to
cater to the rising different transportation needs of the society at large.
In 1987, it was modified to Union Roadways Pvt Ltd. This transformation resulted in a multifold growth of the company. The company was then converted to Union Roadways Limited in the year 1995. The consistence in growth has in itself been a highly powerful motivator and an excellent source of inspiration to render sincere and dedicated services. Under the dynamic leadership of Shri S.S. Agarwal, the Managing Director, the motto, "Services to Satisfaction" has been adopted. Today it is one of the reputed and trusted transportation companies known to provide services on par with its motto.
THE SPECIALIZATIO ?
Union Roadways Limited, specializes in the transportation of project equipments, heavy and odd size cargo movement of containers and port clearance. The company undertakes transportation of a variety of cargo for example right from torch bulbs to transformers, irrespective of its size.
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Utmost care and precautions are taken for the safe transport and delivery of the consignment. Customer satisfaction is given a ver y high priority. Utmost care and precautions are taken for the safe and sound delivery of the consignment. At Union Roadways Limited, every consignment entrusted for transportation is given equal importance. "Customer Satisfaction" is the motto and to provide quality service at the most economical price is a top priority at Union Roadways Limited. A single piece weighing up to 125 tones, measuring 20"x5"x5" to ensure customer satisfaction has been transported by the company. Turnkey projects and fast clearance is also undertaken. Union Roadways Limited transports a minimum of 10 lakh ton of cargo every year with a minimum turnover of Rs. 600 millions.
MISSIO A D VISIO ?
Union Roadways Limited has set focus on developing a
• • • •
Customer oriented Multi-technology Multi specialists Multi model transport system in the Indian market
Objectives:
• • •
To be a continually growing and profitable service organization To provide businesses and professionals with reliable service at the least possible cost To provide professional presentation for customers that will enhance their image and respect with their customers and vendors 8
• • • •
To gain new customers and retain existing ones through the provision of value added services To provide employees with a stable, secure, and enjoyable work environment with the opportunity for growth and advancement To ensure the commitment of employees towards the achievement of mission To be respected for commitment to the mission
Future Plan of the company
• • • •
Cost Reduction Faster Movement of Cargo Pioneering professionalism in the transportation industry Steps to enhance the security of vehicle, cargo and personnel
ETWORK A D CLIE T BASE?
Union Roadways Limited has a nationwide network of 175 branches with, Regional offices at,
• • •
Mumbai Chennai Delhi
Divisional offices at,
• • • • •
Hyderabad Bangalore Rourkela Baroda Bhopal
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The company is blessed with a dynamic board of directors who not only work towards profit maximization, but also take a keen interest in fulfilling the corporate social responsibility of Union Roadways Limited. The board consists of the following members,
• • • • •
Sri Shyam Sunder Agarwal - Managing Director Sri Omprakash Agarwal - Director Sri Raj Kumar. Agarwal - Director Sri Devkinanvan Agarwal - Director Sri Pawan Kumar. Agarwal -Director
The list of clients of Union Roadways Limited proves the immaculate credibility of the company built over the years. Every customer is directly connected to a specialist to ensure that their need is satisfied in its exact nature. The list of clients includes the following, Public Sector Companies
• • • • • • • • • •
Bharat heavy Electricals Ltd., M/s Electronics Corporation of (I) Ltd ., M/s Visakhapatnam Steel Plant M/s Hindustan Machine Tools Limited M/s Steel Authority of India Limited M/s Fertilizer Corporatio of India Limited M/s National Thermal Power Corpn.Ltd . • M/s Hindustan Zinc Limited • M/s Hindustan
Cables Limited M/s Singareni Colleries Co. Ltd ., • M/s Cochin Shipyard Limited M/s Bharat Earth Movers Limited M/s C.V.R.D.E ., 10
• • • • • • • • • •
M/s Southern Railways M/s N.G.E.F. Limited M/s Coal India Limited M/s Bharat Petroleum Corporation Ltd., M/s Central Ordinance Dept. M/s Punjab National Fertilizer Ltd., M/s Bharat Refractories Ltd . M/s Bharat Electronics Ltd . M/s Hindustan Petroleum Corporation Ltd. M/s Ordanance Equipment Factory
Private Sector Companies
• • • • • • • • • • • • • • •
M/s Kesoram Cements Pvt. Ltd., M/s L & T Ltd., M/s T.T.K.Pharma Ltd., M/s STV Industries Ltd., M/s Ownes Brockways India Ltd., • M/s Carborandum Universal Ltd., M/s Associated Cement Companies Ltd., M/s Bharat Shell Ltd., M/s Wartsila NSD India Ltd., M/s Parle Bottling Co. Ltd., M/s Indian Seamless Metal Tubes Ltd., M/s Finolex Cables Ltd., M/s Finolex Industries Ltd., M/s D.L.F. Industries Ltd., M/s Telephone Cables Ltd., M/s Hindustan Electrographites Ltd., 11
• • • • • • • • • • • • • • • • • •
M/s Flex Industries Ltd., M/s Jindal Strips Ltd., M/s Philips Carbon Black Ltd., M/s Tata Iron & Steel Co. Ltd., M/s Kirlosker Electric Co. Ltd., M/s Jai Bharath Maruthi Ltd., M/s Marshal & Sons India Ltd., M/s Tirumalai Chemicals Ltd., M/s Modern Petrofiles Ltd., M/s Kirby Building Systems Pvt. Ltd., M/s Accurate Transformers Ltd., M/s Milk Foods Ltd., M/s KEI India Ltd., M/s West Coast Paper Mills Ltd., M/s Addisons Paints & Chemicals Ltd., M/s Bajaj Auto Ltd., M/s Bajaj Tempo Ltd., M/s Mukund Ltd.,
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REVIEW OF LITERATURE? Introduction?
A central directing and controlling agency is necessary for any organisation. Collection of equipment, materials, labor and capital by itself lead to nothing. For successful working of an organization it is necessary to put all these factors to work in a coordinated manner. Therefore there must be an agency to coordinate these factors in such a way that they realize the objectives of the organisation. This process is known as the process of management. Management, according to Peter Drucker, "is a multipurpose organ that manages business and manages managers and manages workers and work.
Meaning of Management
Input Money Men Materials Machines Methods Planning Organizing Management Coordinating Controlling Output Profit Products Service Satisfaction Goodwill
Among all the inputs (resources) people are the greatest assets of an organisation, because, through people all other resources are converted into utilities. However, management of 'People Resources' has always been a vexed problem ever since the beginning of organised human activities. A number of managerial responses have been developed to answer this question.
"People are our most valuable asset" is a cliché, which no member of any senior management team would disagree with. Yet the reality for many organisations is that their people remain under valued, under trained and under utilized. And for this reason Human Resource Management is a vital part of a corporation. Organizations are people and cannot exist independent of them. Think of all the corporations that we are familiar, they all have one thing common: PEOPLE. And to 13
manage them we need Human Resource management. Human Resource Department plays a very important roll in boosting the productivity of any organization. The responsibilities of Human Resource Department are Head hunting in which they practice different talent search operations to recruit efficient employees for the operations. Then comes their maintenance through training. Organizing and retaining a productive and efficient human force is not an easy job. To get the desired objective, a HR Department always has some plans according to the company's policy.
The shift from traditional personnel management to human resource management has mirrored a growing realization by organizations of the important contribution that employees make within the organization and that by consolidating this contribution the organization can maximize strategic objectives.
Human Resource Development
Human resource has come a long way from personnel management which was concerned only with payment of wages and recruitment. The term Human Resource Development refers to those activities of the organization that aim to improve the effectiveness and efficiency of the employees. This is done to ensure higher production & higher productivity & the resources available are put to optimum use. These activities consist of,
Training Performance appraisal Promotional opportunities Motivation Boosting morale and job satisfaction Redressing grievance
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TRAI I G - An Introduction
Change has accelerated to the point where some organizations are in chaos, and most are at least staggered. What all this means is that as our work worlds change, new skills, knowledge and concepts are needed to achieve our corporate goals and, our personal goals. Just to stay even, and just to keep our sanity.
Since change is occurring at such a rapid rate, while we may have taken our jobs at a time when we were fully qualified, we may now have gaps in our knowledge. Training and development is a vital facet in HRD function. During the 19th century and indeed well into the 20th, training was seen as being based around apprenticeships: for most people, training ended when their apprenticeships ended. Unstructured on-the-job training also existed, in which established operatives in semi-skilled jobs were assumed to be capable of showing new workmates what to do. It was not until the 1920s that theories about management (and, by extension, management education and training) arrived in the industries.
During the 1950s and 60s, it was accepted that there was more to management than Taylor had suggested, although his legacy lingers on. Work was increasingly complex and dynamic, and there was need to pay attention to innovation and change. The pace of change, and international competition, accelerated in the 1970s and 80s and continues to do so. With all this, management training blossomed and diversified, as did fashions in the type of training provided. Numbers of external training companies and consultants grew rapidly.
Training in the current business scenario has become an essential activity of an organisation. It is not enough to hire the right man for the right job, there should be a sustainable development and maintanance of the human resource.
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Definition for Training and Development Training A systematic process to foster the acquisition of skills, rules, concepts, or attitudes that result in an improved match between employee characteristics and employment requirements.
Development: Development is related to the all-round progress of an employee. A development program enables executives to acquire skills in their present jobs and capabilities to perform future jobs better.Training that goes beyond the current job. Efforts to improve employee's ability to handle a variety of assignments
Training and development can be initiated for a variety of reasons for an employee or group of employees. When a performance appraisal indicates performance improvement is needed To "benchmark" the status of improvement so far in a performance improvement effort As part of an overall professional development program As part of succession planning to help an employee be eligible for a planned change in role in the organization To "pilot", or test, the operation of a new performance management system To train about a specific topic
General Benefits from Employee Training and Development There are numerous sources of on-line information about training and development. Several of these sites (they're listed later on in this library) suggest reasons for supervisors to conduct training among employees. These reasons include: 1. Increased job satisfaction and morale among employees 2. Increased employee motivation 3. Increased efficiencies in processes, resulting in financial gain 16
4. Increased capacity to adopt new technologies and methods 5. Increased innovation in strategies and products 6. Reduced employee turnover 7. Enhanced company image, e.g., conducting ethics training 8. Risk management, e.g., training about sexual harassment, diversity
TRAI I G PROCESS
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TRAI I G ASSESME T
There are two main methods to discover training needs
• •
Proactive method Reactive method
The proactive approach is when a training analyst goes into the system or process and searches for problems or potential problems. The goal is to make the system more efficient and to prevent future problems from occurring. The second method is when a supervisor or manager comes to the management or human resources department for help in fixing a problem. New hires, promotions, transfers, appraisals, rapid expansion, changes, or the introduction of new technologies usually causes these problems. Training departments must act rapidly when problems arise that might require a training solution.
Training need analysis is the whole systematic process of: Identifying the range and extent of training needs from the business needs. Specifying the training needs very precisely. Analyzing how best the training needs might be met. The process specification of training needs is a two-stage process viz. Preparing a job specification and analyzing the performance gap i.e. to identify what precisely is the performance gap. Sources of Training eeds Assessments Training is designed to help the organization accomplish its objectives. Therefore, assessing organizational training needs represents the diagnostic phase of setting training objectives. There are three sources of training needs assessment analyses. Organizational Analyses Job/Task Analyses Individual Analyses
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Establishing Training Objectives
The final step in the assessment phase is to translate the needs identified by the organizational, task, and individual analyses into measurable objectives that can guide the training effort. The training objectives are established by identifying a gap analysis, which indicates the distance between where an organisation is with its employee capabilities and where it needs to be.
Types of Training Objectives
Knowledge: Impart cognitive information and details to trainees. Skill: Develop behavior changes in how job and tasks are performed. Attitude: Create interest and awareness of the training importance.
Because training seldom is an unlimited budget item and because organizations have multiple training needs prioritization is necessary. Ideally, management ranks training needs based on organizational objectives.
TRAI I G DESIG
Types of Training Required and regular training: It compiles with various mandated legal requirements and serves as training for all employees. E.g. Occupational safety, New Employee orientation. Job/Technical training: Enables employees to perform their jobs, tasks and responsibilities well. E.g. Product knowledge, technical processes and procedures, customer relationships. Interpersonal and problem-solving training: It addresses both operational and interpersonal problems and seeks improve organizational working relationships. E.g. Interpersonal communications, managerial skills, conflict resolution. 19
Developmental and innovative training: It provides a long-term focus to enhance individual and organizational capabilities for the future. E.g. business practices, executive developments, organizational change.
Training Methods
• • • • • •
Lecture Video Teleconference Audiovisual On-the-Job Training Apprenticeship Simulation
• • • • • •
Programmed Instruction Computer-based Instruction Interactive Video Adventure Learning Team Training Behavior Modeling
TRAI I G DELIVERY In actual delivery of training it is generally recommended that the training be pilot-tested or conducted on a trial basis in order to ensure that the training meets the needs identified and that the design is appropriate. Regardless of the approaches used, a variety of considerations must be balanced when selecting training methods. The common variables considered are:
• • • • •
Nature of training Subject matter Number of trainees Individual vs. team Self-paced vs. guided
• • • • •
Training resources Costs Geographic location Time allotted Completion timeline
Internal training One internal source of training that has grown is informal training, which occurs through interactions and feedback among employees. The most common type of training at all levels in an organization is on-the-job training (OJT) where trainees learn while performing job. 20
External training Training can be outsourced to external training firms, consultants and other entities. According to American society for training and development (ASTD), approximately 20% of the training expenditures go to outside training sources. The latest now is the ELearning, the use of Internet or an organizational intranet to conduct training on-line.
TRAI I G EVALUATIO Evaluation of training compares the post training results to the objectives expected by managers, trainers and trainees. Donald L. Kirkpatrick identified four levels at which training can be evaluated viz. Reaction, Learning, Behaviour and Results. As the figure below shows, evaluating training becomes successively more difficult as evaluation moves from reaction to learning to behaviour and then to results measures. But training that affects behaviour and results provide greater value.
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Reaction Reactions of the trainees are evaluated by conducting interviews or by administering questionnaires to the trainees. Learning It tells how well trainees have learnt facts, concepts, attitudes and theories. Tests can be used to compare before and after training performances. Behaviour This level of evaluation measures the effect of training through interviews with trainees and their co-workers, and observing their job performance. Results Employers evaluate results by measuring the effect of training on the achievement of organizational objectives. Because results such as productivity, turnover, quality, time, sales and costs are relatively concrete and hence before and after training comparisons can be made.
Insurance
Definition: As per section 65(31), "insurance auxiliary service" means any service provided by an actuary, an intermediary or insurance intermediary or an insurance agent in relation to general insurance business and includes risk assessment, claim settlement, survey and loss assessment. Taxable event and scope of service: Taxable service means any service provided to a policyholder or insurer by an actuary or intermediary or insurance intermediary or insurance agent, in relation to insurance auxiliary service
Role of Insurance in transportation industry Insurance is an integral part of the transportation industry. The vehicles i.e., the fleet owned by the company is insured against all possible unfortunate incidents and the goods that are being transported are also insured. 22
eed for Insurance in transportation industry A consignment quite often is transported from one end of the country to another. Today with the never ending increase in road traffic, which also increases accidents and other causes for fear such as loss, robbery, etc, has made it almost mandatory to insure both the goods being transported and the vehicle carrying it.
Owner's risk When the owner i.e., the client undertakes the responsibility of insuring his goods against loss, damage, theft and accident, then it is known as owner's risk. Carrier's risk When the carrier i.e., the transportation company takes up the responsibility of insuring the goods to be carried against loss, damage, theft and accident; and not by the owner, then it is known as carrier's risk.
Social responsibility
Times are changing and so are the public's expectations of corporations in society. Traditionally, the role of the corporation was viewed as largely economic - a company provides products and services and, in doing so, creates jobs and wealth. Increasingly, however, people believe that economic growth should be linked to environmental andsocial well-being. Corporate social responsibility (CSR) is the commitment and activities by an organization to meet stakeholder expectations on economic, environmental and social performance. The definition of CSR varies from company to company and many use other terms such as sustainable growth, corporate responsibility, social responsibility or corporate citizenship. No matter how it is described, CSR is often seen as the business contribution to sustainable development, meaning the way a company balances its economic,
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environmental and social objectives while addressing stakeholder expectations and enhancing shareholder value.
Corporate Social Responsibility (CSR) is also considered as a concept that organizations, especially (but not only) corporations, have an obligation to consider the interests of customers, employees, shareholders, communities, and ecological considerations in all aspects of their operations. This obligation is seen to extend beyond their statutory obligation to comply with legislation. CSR is based on the argument that enterprises should make decisions based not only on financial factors such as profits or dividends, but also based on the immediate and longterm social and environmental consequences of their activities.
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OVERVIEW OF THE ORGA IZATIO ?
In India, a transportation company was once managed without the application of much management concepts in the previous century. Today the fierce competition prevailing in the industry, has brought many changes among the Indian players too. Union Roadways Limited is one such company where management concepts are applied and practiced to ensure the continuance in their survival. It strives to be a pioneer in bringing about professionalism in the industry.
THE DEPARTME TS
The Departments in URL
Fleet
Traffic
Finance
Warehousi ng
Marketin g
HR
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FLEET DEPARTME T
The backbone of a transportation company, the fleet department is well maintained at Union Roadways Limited consisting of,
• • • • •
Trailers Trucks Open Trucks Crane Forklift
There are different types of trailers maintained to cater the specific needs of every individual customer, some of them being,
ame of Trailer
Height of Bed (in feet)
4 - 4&1/2 3 2
Height of Load to be carried (in feet)
9 11 - 11&1/2 12
High Bed Semi Low Bed Low Bed
Apart from which other vehicles to transport a wide variety of cargo to the destination swiftly is maintained. Some vehicles are required very rarely; they are not maintained by the fleet department as they could be a non performing asset for considerable duration. In such cases it is obtained for rent from a company or an individual who owns it. The responsibility of maintaining the vehicles of the fleet also rests with this department. Routine maintenance is done by this department by allocation of the duties to qualified people. All the vehicles acquired by the fleet department are insured against possible unfortunate incidents. 26
TRAFFIC DEPARTME T
This department plays a crucial role in determining the success of a transportation company. When Union Roadways Limited is approached by a customer requiring their services, after the initial formalities are completed, the customer is then directed to the traffic department, where a perfect match between the consignment and the vehicle to be used for its transportation is done. The goods to be carried have specific requirements to ensure their safe and sound delivery. The traffic department is charged with this responsibility and thus is the nerve centre of Union Roadways Limited. This department is further allocated the responsibility of dispensing value added services like the tracking of vehicles and consignment. Along with the marketing department they play a vital role in fostering and enhancing customer relations as they work in closely with the clients to identify and satisfy their needs. The traffic department along with the marketing department works out the terms of contract. The following two terms are extremely important and are a part of all contracts,
• •
Insurance terms Loading and unloading
Insurance
The goods to be transported should be insured especially when the distance to be covered is more. The following should be done,
• •
Insurance against damage Insurance against theft 27
• •
Insurance against loss Insurance against accidents
The insurance terms are decided based on the party who adopts to insure i.e.,
• •
Carrier's risk Owner's risk
If carrier's risk is adopted in a contract, then Union Roadways Limited insures the goods against the above mentioned incidents. If owner's risk is adopted, then the client takes upon the responsibility of insuring the goods against the incidents.
Loading and Unloading
The terms of loading and unloading imply the loading of goods in the starting point and its unloading on the reach of destination. If the client prefers to have Union Roadway Limited personnel to do the loading and unloading, then arrangements will be made by the branch office to ensure its completion.
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FI A CE DEPARTME T
In Union Roadway Limited, the finance department, with its headquarters located in Hyderabad, has the following responsibilities,
• • • • •
Maintenance of accounts Identifying potential sources of funds Ensuring optimum utilization of the resources deployed Cost minimization Conversion of non performing assets, if possible into performing assets.
The conversion of non performing assets is possible in case of warehouses that are maintained. Warehouses are maintained in numerous locations throughout the country, and many of them are not in use full time. In such cases they are given for rent to the local people on a short term basis. When the route of the consignment is decided and its destination is known, the possibility of requirement of warehouse is thoroughly considered and when there does exist such a possibility, steps are taken to ensure that the warehouse will be free when the consignment reaches the destination.
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MARKETI G DEPARTME T
Marketing is considered the life blood of a business and its importance increases multifold in a transportation company. Union Roadways Limited has extended its marketing activities all over the country through its 175 branches. Union Roadway Limited having been established in the year 1967, it has gained a flawless reputation due to its excellent service. This well established brand name itself markets Union Roadway Limited. Apart from which the company conducts a variety of marketing activities. Some of them are,
• • • •
Through enquiry services Provision of value added services Discounts based on point system Complimentary gifts on special occasions
REGISTRATIO WITH E QUIRY SERVICES
Union Roadways Limited has tie ups with general enquiry to ensure the recommendation of this company in case of a customer enquiry. For example, in Chennai if a customer needs transportation services, he/she calls 26444444, they will provide the name and a contact number of Union Roadways Limited, unless otherwise requested. Also this information is passed on to the company.
VALUE ADDED SERVICES
To attract new customers and retention of existing customers is vital to the survival and development of any company. Provision of value added services has been proved to be a
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successful method for accomplishing this mission. Some of the value added services provided by Union Roadways Limited are,
• • • • •
Warehousing facilities Packing and Moving Crane and forklift provision Tracking system Facilitation of JIT implementation
WAREHOUSI G FACILITIES Union Roadways Limited holds warehousing facilities almost all over the country. Many a time, when the consignment reaches its destination, the customer may not have a ready plot to unload and store it. Union Roadways Limited solves this problem for the customers by providing them with their warehouse in the locality till the customer's plot is ready. In case of some places where such situation arises very rarely, Union Roadways Limited has tie ups with local players to ensure that their customers' need is satisfied. TRACKI G SYSTEM The duration of travel involved in the transportation of many consignments to the destination takes weeks to months as the distance involved is considerable. Consignments are transported right from the north to the south. In such cases customers prefer to know exactly where the consignment is and how far it has traveled towards the destination. This is facilitated by the Tracking System which in Union Roadways Limited comprises of 2 methods as follows,
• •
Swapping Cards Provision of mobiles to the truck drivers
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Swapping Cards As a part of their marketing activities, Indian Oil Corporation and BPCL provide swapping cards which can be used while filling vehicles with petrol/diesel. The distance covered and the approximate location of the consignment can be located from this database. Mobile Phones With the development and economization in communications, mobile phones are provided to the drivers. They can be contacted at any time to obtain exact information on the location and movement of the consignment.
PACKI G A D MOVI G This service is available by and large for customers who need to shift houses. Union Roadways Limited packs and moves their belongings.
CRA E A D FORKLIFT Many of the branches in India maintain cranes and forklifts. Some heavy consignment needs special equipment like crane or forklift to place them as required. In such cases Union Roadways Limited satisfy this by providing their equipment thereby ensuring complete satisfaction and comfort of the customer. In some branches this facility is not available, in such cases Union Roadways Limited utilizes its tie ups with local companies to.
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FACILITATIO OF JIT IMPLEME TATIO Just in Time (JIT) system is gaining popularity as it saves a vast amount of carrying cost. The increasing interactions and formation of deals and ventures for collaboration among various companies occupies plays an important role in the increasing propagation of Just in Time system. Through its on-time delivery services, Union Roadways Limited facilitates the implementation of Just in Time system in many organizations. The warehousing facilities are also utilized for its achievement. For example, in case a consignment reaches before time, then it will be stored till the required time in the local warehouse of Union Roadways Limited.
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HUMA RESOURCES DEPARTME T
Employees are the greatest assets of an organization, because, it is through people that all other resources are converted into utilities. However, management of 'People Resources' has always been a vexed problem ever since the beginning of organised human activities. Union Roadways Limited considers employees as its main asset and is proud of the trained and skilled staff. The expertise, integrated and dedicated services of the employees combined with the focus on customer satisfaction is a key source for the successful accomplishment of its goal. With a firm belief in committed and personalized services, Union Roadways Limited has emphasized on the deployment of the correct mix of people in the right number with the right qualifications. Further training and development programs are conducted at regular intervals to keep the employees updated. The functions of the Human Resource department at Union Roadways Limited, comprises primarily of the following,
• • • • •
Ensuring the placement of "right man for right job" Performance appraisal Training and Development programs Motivational programs Solving labor issues
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PLACEME T, TRAI I G A D DEVELOPME T AT URL
Apart from the placement of right man for right job, at Union Roadways Limited, training and development is also given an important position, particularly in case of employees in the managerial level. Change has accelerated to the point where no organization can afford to ignore it. This thrust upon every organization the need to manage change, through acquirement of the new skills, knowledge and concepts to ensure the achievement of goals and mission.
At Union Roadways Limited, the HR department takes maximum care to appoint the "right for right job". Yet, since change is occurring at such a rapid rate, though qualified people may be appointed, gaps maybe introduced between their skills and those recently developed in the industry. These gaps are filled by conducting training and development programs by the company as and when required. For managerial personnel, such programs are conducted at a minimum of twice a year.
As the competition increased, the management realized that the need of the hour was training and development. Change happening in all the facets has affected the transportation industry also. Employees of the marketing department are especially given training as they are the main link between a new customer and Union Roadways Limited.
Training is an integral part of Human Resource Development. Union Roadways Limited believes that the human resources who manage other resources must be better equipped in order to meet the challenges of the fast changing environment. Training is identified as an important business strategy for improved profitability and for the requisite attitudinal change among employees.
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Training Policy at URL
• • • • • • •
The training is totally need based. The objectives of every program are clearly established and results evaluated. The company allocates responsibility for training at divisonal levels. The company provides every year a training budget to meet the expenses on training. The company provides infrastructure either within the company or outside to carry out the training program. The company provides impetus to the individuals on self-development. The superior officer is responsible for his subordinate's training and development.
Training Objectives at URL
The training objectives of the organisation are:
• • •
To continuously improve the employees' skills, knowledge and attitudes through need based training methods. To enable employees to accept, adapt and manage change, where required, to acclimatize to fast changing environment. To update employees on development in technology to enable them to apply knowledge gained in job situation.
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Method for Training In Union Roadways Limited, training and is imparted to employees in both the managerial and executive level. Process of deciding the training to be imparted, 1. The superiors assess their subordinates and make suggestions regarding their strengths and weaknesses 2. The subordinates and superiors jointly decide on his training requirements 3. The suggestion is then passed on to the management 4. Employees requiring same training from the same and nearby locations are grouped together 5. If an in-house instructor is available then it is conducted internally 6. If an in-house instructor is not available and if the number of employees requiring the training is less, then they are sent to locations where such programs are conducted i.e. externally the training is imparted 7. If the number of employees requiring the training is more and if an in-house instructor is not available then it is outsourced
The methodology adopted for the training program is dependant on the instructor and hence varies from one program to another. Training and motivational programs on topics that are applicable to everyone are also conducted for the employees of Union Roadways Limited. These are conducted annually and all interested employees are allowed to attend. Such topics include,
37
• • • •
Stress management Interpersonal skills Communication skills Personality development skills
MOTIVATIO Motivation of employees is a prerequisite for the successful reduction in labor turnover in all organizations including those involved in the service sector. Thus transportation companies too need to motivate their employees to ensure their
• • •
Commitment Loyalty Performance
Union Roadways Limited has adopted a number of methods to motivate the employees. Apart from the motivational programs conducted for managerial personnel, steps are taken to motivate truck drivers and cleaners. The prominent one being gifts from swapping cards. Indian Oil Corporation and BPCL through their swapping card system give points each time a card is swapped. Such points after accumulation can be converted to gifts or cash with them, which are given to the truck drivers. For the white collar employees, they are given perks and other benefits, increments and promotional opportunities when targets are achieved.
38
CORPORATE SOCIAL RESPO SIBILTY
Union Roadway Limited has set the fulfillment of corporate social responsibility as one of its objectives and the members have been working towards achieving it. Several charitable causes are taken up by the company, the most recent ones being,
• • • • •
Tsunami relief Orissa flood relief Kargil war Goshala Awareness camp • Medical camp
Union Roadways Limited provided transportation of relief material to the affected areas free of cost; Relief material was also provided by the company and transported to the affected areas during these natural calamities. During the Kargil war, ordinance, food and other necessities were transported free of cost for the Indian army. Goshalas or cow shelters have been constructed and maintained at a number of locations throughout the country. General health awareness camps are conducted in villages in the north and HIV awareness camps are also conducted for the truck drivers and cleaners.
Medical camps are conducted every year for the employees of Union Roadways Limited. In particular eye camps are conducted without fail, year after year.
39
Problems Faced by URL
Some of the problems faced by URL are those that generally arise in transportation companies. Some of them are,
1. Need for road development in India 2. Fear of highway robbery. 3. Problems caused by truck drivers and cleaners
In India, roads are badly maintained and this in itself is a source of damage and cause for the occurrence of accidents.
As consignments are transported over very long distances, safety becomes a priority, as there is a serious threat of highway robbery.
Truck drivers and cleaners are cause problems as they attempt to provide excess bills of petrol/diesel and claim more money. Their availability at required times is also a serious problem faced by transportation companies.
Solutions developed for the problem
Union Roadways Limited has tried to solve these problems. The government has been approached for providing solution to highway robbery by increasing security and for developing the highways in India. The organization hopes to get solutions for both these issues from the government.
The problems caused by the drivers and cleaners are also solved to an extent, as a benchmark is provideid. For example, each litre of diesel should provide a minimum of 4 km/hr. this is calculated from the total diesel consumed, which again be checked as swap cards provided by IOC and BPCL are used. 40
To solve disciplinary problems, many of them are not directly employed by URL. Instead they are hired from brokers who deal in such business.
The problem of their availability at required times is solved by employing temporary drivers and cleaners through brokers who deal in this business
41
CO CLUSIO
The transportation industry is an evergreen field, with a never ending increase in its need and scope. This increase is accompanied by the increase in competition. In order to meet that competition, to survive and succeed, in this industry like all others is a true challenge.
In order to meet this challenge ensuring that the employees of the organization are updated and are not only on par with, but better than their counterparts in rival organizations.
For the employees to achieve the above mentioned, training, development and motivation provided by the organization is a prerequisite.
42
References:
Websites:
www.unionroadwaysltd.com www.nrcan-rncan.gc.ca
http://en.wikipedia.org
Book referred: Personnel Management by C.B. Mamoria and S.C. Gankar
43
doc_737474587.docx
In military use, training means gaining the physical ability to perform and survive in combat, and learning the many skills needed in a time of war. These include how to use a variety of weapons, outdoor survival skills, and how to survive captured by the enemy, among many others. See military education and training.
Internship Report Organization and the Training Programs Conducted
in Union Roadways Limited
I TER SHIP REPORT
SUBMITTED
In partial fulfillment for the Requirement of the award of Degree
MASTERS OF BUSI ESS ADMI ISTRATIO
About the company
The internship undertaken was in Union Roadways Limited (URL), a transportation company with branches all over the country. The company transports a wide spectrum of goods, ranging right from household articles to be shifted to heavy consignments.
Objective
The primary objectives in attending the internship
• • •
To gain an overview of the organization To learn the functions of the HR department with respect to training programs conducted To acquire a hands on experience of working in a formal organisation
2
The Departments
The main purpose of departmentation is operation at a minimum cost through division of labour and specialization. The various departments at Union Roadways Limited are as follows:
Traffic department The main function of this department is to find an exact match between the customer's preferences of vehicle to transport his/her goods to the destination.
Fleet department This department is charged with the responsibility of acquiring and maintaining the various types of heavy vehicles required for transporting consignments. The fleet department also ensures that the vehicles are maintained properly. Routine maintenance is followed in Union Roadways Limited.
Finance department This department audits the accounts of the company and prepares annual accounts of Union Roadways Limited. It also carries on the functions of allocating resources and ensuring that the maximum possible profitability is achieved.
Marketing department This department performs the functioning of marketing URL's transportation capabilities and ensures that the client base of the company is ever expanding.
Warehousing department The function of identifying the locations where warehouses are required rests with this department and it is also additionally charged with the responsibility of ensuring their maintenance.
3
Human Resource department Human resource department is involved in the recruitment, maintenance, motivation, training and development of the work force.
4
THE I DUSTRY?
Transportation has always been an indispensable part of society; however the mode may vary from one era to another. Variety in vehicles has really created a marvelous mobilization at the scenario of transportation which not only has enhanced but also contributed up to remarkable extent in uplifting the over all working of transporting Industry.
Transportation industry in India is an evergreen field, with its importance increasing by the day. As more businesses expand over a large area, the need to transport their respective material to other destinations and deliver goods to customers increases. In this industry there is always an opportunity to increase efficiency. The obligation of ensuring customer satisfaction rests with the transportation companies too. With the increase in the number of organizations operating in India, the scope of the transportation industry has also increased and to launch a transportation company, a license is not required.This competitive industry has a number of players who have established themselves over the decades.
5
THE COMPA Y?
Union Roadways Limited, is India's top ranking transport organization
with 37 years of dedicated service to the nation. Keeping the objective of customer satisfaction in mind, a group of efficient and courageous men started the Union Roadways Limited. Today, by climbing the steps of success gradually, Union Roadways Limited has taken the responsibility of serving the people in service industry. Union Roadways Limited is one of the dependable transport companies in the country having branches in all the major cities of India with appropriate communication network and equipped with all modern facilities. Established in 1967, the organization has grown rapidly with a firm determination to render efficient integrated service to the customer and catalyze development of the nation. Today Union Roadways Limited, a limited company with shares closely held, specializes in the transportation of project equipments, heavy and odd size cargo, fast clearance from ports and undertake to carry all consignments big or small.
THE HISTORY?
This Organization was started by realizing the
importance of transportation of goods by Road and a group of young professional stepped in this unique area and built this organization to improve the working efficiency with a motto of service to the satisfaction of customers entrusted their valuables for transportation with excellent results which earned the organizers trust and reliance. Today it Union Roadways Limited is spread throughout India with its 175 branches.
6
IMPORTA T DATES?
• •
1967 1987 • 1995
Union Roadways Limited was
launched on 27th Dec 1967 as "Union Roadways" to
cater to the rising different transportation needs of the society at large.
In 1987, it was modified to Union Roadways Pvt Ltd. This transformation resulted in a multifold growth of the company. The company was then converted to Union Roadways Limited in the year 1995. The consistence in growth has in itself been a highly powerful motivator and an excellent source of inspiration to render sincere and dedicated services. Under the dynamic leadership of Shri S.S. Agarwal, the Managing Director, the motto, "Services to Satisfaction" has been adopted. Today it is one of the reputed and trusted transportation companies known to provide services on par with its motto.
THE SPECIALIZATIO ?
Union Roadways Limited, specializes in the transportation of project equipments, heavy and odd size cargo movement of containers and port clearance. The company undertakes transportation of a variety of cargo for example right from torch bulbs to transformers, irrespective of its size.
7
Utmost care and precautions are taken for the safe transport and delivery of the consignment. Customer satisfaction is given a ver y high priority. Utmost care and precautions are taken for the safe and sound delivery of the consignment. At Union Roadways Limited, every consignment entrusted for transportation is given equal importance. "Customer Satisfaction" is the motto and to provide quality service at the most economical price is a top priority at Union Roadways Limited. A single piece weighing up to 125 tones, measuring 20"x5"x5" to ensure customer satisfaction has been transported by the company. Turnkey projects and fast clearance is also undertaken. Union Roadways Limited transports a minimum of 10 lakh ton of cargo every year with a minimum turnover of Rs. 600 millions.
MISSIO A D VISIO ?
Union Roadways Limited has set focus on developing a
• • • •
Customer oriented Multi-technology Multi specialists Multi model transport system in the Indian market
Objectives:
• • •
To be a continually growing and profitable service organization To provide businesses and professionals with reliable service at the least possible cost To provide professional presentation for customers that will enhance their image and respect with their customers and vendors 8
• • • •
To gain new customers and retain existing ones through the provision of value added services To provide employees with a stable, secure, and enjoyable work environment with the opportunity for growth and advancement To ensure the commitment of employees towards the achievement of mission To be respected for commitment to the mission
Future Plan of the company
• • • •
Cost Reduction Faster Movement of Cargo Pioneering professionalism in the transportation industry Steps to enhance the security of vehicle, cargo and personnel
ETWORK A D CLIE T BASE?
Union Roadways Limited has a nationwide network of 175 branches with, Regional offices at,
• • •
Mumbai Chennai Delhi
Divisional offices at,
• • • • •
Hyderabad Bangalore Rourkela Baroda Bhopal
9
The company is blessed with a dynamic board of directors who not only work towards profit maximization, but also take a keen interest in fulfilling the corporate social responsibility of Union Roadways Limited. The board consists of the following members,
• • • • •
Sri Shyam Sunder Agarwal - Managing Director Sri Omprakash Agarwal - Director Sri Raj Kumar. Agarwal - Director Sri Devkinanvan Agarwal - Director Sri Pawan Kumar. Agarwal -Director
The list of clients of Union Roadways Limited proves the immaculate credibility of the company built over the years. Every customer is directly connected to a specialist to ensure that their need is satisfied in its exact nature. The list of clients includes the following, Public Sector Companies
• • • • • • • • • •
Bharat heavy Electricals Ltd., M/s Electronics Corporation of (I) Ltd ., M/s Visakhapatnam Steel Plant M/s Hindustan Machine Tools Limited M/s Steel Authority of India Limited M/s Fertilizer Corporatio of India Limited M/s National Thermal Power Corpn.Ltd . • M/s Hindustan Zinc Limited • M/s Hindustan
Cables Limited M/s Singareni Colleries Co. Ltd ., • M/s Cochin Shipyard Limited M/s Bharat Earth Movers Limited M/s C.V.R.D.E ., 10
• • • • • • • • • •
M/s Southern Railways M/s N.G.E.F. Limited M/s Coal India Limited M/s Bharat Petroleum Corporation Ltd., M/s Central Ordinance Dept. M/s Punjab National Fertilizer Ltd., M/s Bharat Refractories Ltd . M/s Bharat Electronics Ltd . M/s Hindustan Petroleum Corporation Ltd. M/s Ordanance Equipment Factory
Private Sector Companies
• • • • • • • • • • • • • • •
M/s Kesoram Cements Pvt. Ltd., M/s L & T Ltd., M/s T.T.K.Pharma Ltd., M/s STV Industries Ltd., M/s Ownes Brockways India Ltd., • M/s Carborandum Universal Ltd., M/s Associated Cement Companies Ltd., M/s Bharat Shell Ltd., M/s Wartsila NSD India Ltd., M/s Parle Bottling Co. Ltd., M/s Indian Seamless Metal Tubes Ltd., M/s Finolex Cables Ltd., M/s Finolex Industries Ltd., M/s D.L.F. Industries Ltd., M/s Telephone Cables Ltd., M/s Hindustan Electrographites Ltd., 11
• • • • • • • • • • • • • • • • • •
M/s Flex Industries Ltd., M/s Jindal Strips Ltd., M/s Philips Carbon Black Ltd., M/s Tata Iron & Steel Co. Ltd., M/s Kirlosker Electric Co. Ltd., M/s Jai Bharath Maruthi Ltd., M/s Marshal & Sons India Ltd., M/s Tirumalai Chemicals Ltd., M/s Modern Petrofiles Ltd., M/s Kirby Building Systems Pvt. Ltd., M/s Accurate Transformers Ltd., M/s Milk Foods Ltd., M/s KEI India Ltd., M/s West Coast Paper Mills Ltd., M/s Addisons Paints & Chemicals Ltd., M/s Bajaj Auto Ltd., M/s Bajaj Tempo Ltd., M/s Mukund Ltd.,
12
REVIEW OF LITERATURE? Introduction?
A central directing and controlling agency is necessary for any organisation. Collection of equipment, materials, labor and capital by itself lead to nothing. For successful working of an organization it is necessary to put all these factors to work in a coordinated manner. Therefore there must be an agency to coordinate these factors in such a way that they realize the objectives of the organisation. This process is known as the process of management. Management, according to Peter Drucker, "is a multipurpose organ that manages business and manages managers and manages workers and work.
Meaning of Management
Input Money Men Materials Machines Methods Planning Organizing Management Coordinating Controlling Output Profit Products Service Satisfaction Goodwill
Among all the inputs (resources) people are the greatest assets of an organisation, because, through people all other resources are converted into utilities. However, management of 'People Resources' has always been a vexed problem ever since the beginning of organised human activities. A number of managerial responses have been developed to answer this question.
"People are our most valuable asset" is a cliché, which no member of any senior management team would disagree with. Yet the reality for many organisations is that their people remain under valued, under trained and under utilized. And for this reason Human Resource Management is a vital part of a corporation. Organizations are people and cannot exist independent of them. Think of all the corporations that we are familiar, they all have one thing common: PEOPLE. And to 13
manage them we need Human Resource management. Human Resource Department plays a very important roll in boosting the productivity of any organization. The responsibilities of Human Resource Department are Head hunting in which they practice different talent search operations to recruit efficient employees for the operations. Then comes their maintenance through training. Organizing and retaining a productive and efficient human force is not an easy job. To get the desired objective, a HR Department always has some plans according to the company's policy.
The shift from traditional personnel management to human resource management has mirrored a growing realization by organizations of the important contribution that employees make within the organization and that by consolidating this contribution the organization can maximize strategic objectives.
Human Resource Development
Human resource has come a long way from personnel management which was concerned only with payment of wages and recruitment. The term Human Resource Development refers to those activities of the organization that aim to improve the effectiveness and efficiency of the employees. This is done to ensure higher production & higher productivity & the resources available are put to optimum use. These activities consist of,
Training Performance appraisal Promotional opportunities Motivation Boosting morale and job satisfaction Redressing grievance
14
TRAI I G - An Introduction
Change has accelerated to the point where some organizations are in chaos, and most are at least staggered. What all this means is that as our work worlds change, new skills, knowledge and concepts are needed to achieve our corporate goals and, our personal goals. Just to stay even, and just to keep our sanity.
Since change is occurring at such a rapid rate, while we may have taken our jobs at a time when we were fully qualified, we may now have gaps in our knowledge. Training and development is a vital facet in HRD function. During the 19th century and indeed well into the 20th, training was seen as being based around apprenticeships: for most people, training ended when their apprenticeships ended. Unstructured on-the-job training also existed, in which established operatives in semi-skilled jobs were assumed to be capable of showing new workmates what to do. It was not until the 1920s that theories about management (and, by extension, management education and training) arrived in the industries.
During the 1950s and 60s, it was accepted that there was more to management than Taylor had suggested, although his legacy lingers on. Work was increasingly complex and dynamic, and there was need to pay attention to innovation and change. The pace of change, and international competition, accelerated in the 1970s and 80s and continues to do so. With all this, management training blossomed and diversified, as did fashions in the type of training provided. Numbers of external training companies and consultants grew rapidly.
Training in the current business scenario has become an essential activity of an organisation. It is not enough to hire the right man for the right job, there should be a sustainable development and maintanance of the human resource.
15
Definition for Training and Development Training A systematic process to foster the acquisition of skills, rules, concepts, or attitudes that result in an improved match between employee characteristics and employment requirements.
Development: Development is related to the all-round progress of an employee. A development program enables executives to acquire skills in their present jobs and capabilities to perform future jobs better.Training that goes beyond the current job. Efforts to improve employee's ability to handle a variety of assignments
Training and development can be initiated for a variety of reasons for an employee or group of employees. When a performance appraisal indicates performance improvement is needed To "benchmark" the status of improvement so far in a performance improvement effort As part of an overall professional development program As part of succession planning to help an employee be eligible for a planned change in role in the organization To "pilot", or test, the operation of a new performance management system To train about a specific topic
General Benefits from Employee Training and Development There are numerous sources of on-line information about training and development. Several of these sites (they're listed later on in this library) suggest reasons for supervisors to conduct training among employees. These reasons include: 1. Increased job satisfaction and morale among employees 2. Increased employee motivation 3. Increased efficiencies in processes, resulting in financial gain 16
4. Increased capacity to adopt new technologies and methods 5. Increased innovation in strategies and products 6. Reduced employee turnover 7. Enhanced company image, e.g., conducting ethics training 8. Risk management, e.g., training about sexual harassment, diversity
TRAI I G PROCESS
17
TRAI I G ASSESME T
There are two main methods to discover training needs
• •
Proactive method Reactive method
The proactive approach is when a training analyst goes into the system or process and searches for problems or potential problems. The goal is to make the system more efficient and to prevent future problems from occurring. The second method is when a supervisor or manager comes to the management or human resources department for help in fixing a problem. New hires, promotions, transfers, appraisals, rapid expansion, changes, or the introduction of new technologies usually causes these problems. Training departments must act rapidly when problems arise that might require a training solution.
Training need analysis is the whole systematic process of: Identifying the range and extent of training needs from the business needs. Specifying the training needs very precisely. Analyzing how best the training needs might be met. The process specification of training needs is a two-stage process viz. Preparing a job specification and analyzing the performance gap i.e. to identify what precisely is the performance gap. Sources of Training eeds Assessments Training is designed to help the organization accomplish its objectives. Therefore, assessing organizational training needs represents the diagnostic phase of setting training objectives. There are three sources of training needs assessment analyses. Organizational Analyses Job/Task Analyses Individual Analyses
18
Establishing Training Objectives
The final step in the assessment phase is to translate the needs identified by the organizational, task, and individual analyses into measurable objectives that can guide the training effort. The training objectives are established by identifying a gap analysis, which indicates the distance between where an organisation is with its employee capabilities and where it needs to be.
Types of Training Objectives
Knowledge: Impart cognitive information and details to trainees. Skill: Develop behavior changes in how job and tasks are performed. Attitude: Create interest and awareness of the training importance.
Because training seldom is an unlimited budget item and because organizations have multiple training needs prioritization is necessary. Ideally, management ranks training needs based on organizational objectives.
TRAI I G DESIG
Types of Training Required and regular training: It compiles with various mandated legal requirements and serves as training for all employees. E.g. Occupational safety, New Employee orientation. Job/Technical training: Enables employees to perform their jobs, tasks and responsibilities well. E.g. Product knowledge, technical processes and procedures, customer relationships. Interpersonal and problem-solving training: It addresses both operational and interpersonal problems and seeks improve organizational working relationships. E.g. Interpersonal communications, managerial skills, conflict resolution. 19
Developmental and innovative training: It provides a long-term focus to enhance individual and organizational capabilities for the future. E.g. business practices, executive developments, organizational change.
Training Methods
• • • • • •
Lecture Video Teleconference Audiovisual On-the-Job Training Apprenticeship Simulation
• • • • • •
Programmed Instruction Computer-based Instruction Interactive Video Adventure Learning Team Training Behavior Modeling
TRAI I G DELIVERY In actual delivery of training it is generally recommended that the training be pilot-tested or conducted on a trial basis in order to ensure that the training meets the needs identified and that the design is appropriate. Regardless of the approaches used, a variety of considerations must be balanced when selecting training methods. The common variables considered are:
• • • • •
Nature of training Subject matter Number of trainees Individual vs. team Self-paced vs. guided
• • • • •
Training resources Costs Geographic location Time allotted Completion timeline
Internal training One internal source of training that has grown is informal training, which occurs through interactions and feedback among employees. The most common type of training at all levels in an organization is on-the-job training (OJT) where trainees learn while performing job. 20
External training Training can be outsourced to external training firms, consultants and other entities. According to American society for training and development (ASTD), approximately 20% of the training expenditures go to outside training sources. The latest now is the ELearning, the use of Internet or an organizational intranet to conduct training on-line.
TRAI I G EVALUATIO Evaluation of training compares the post training results to the objectives expected by managers, trainers and trainees. Donald L. Kirkpatrick identified four levels at which training can be evaluated viz. Reaction, Learning, Behaviour and Results. As the figure below shows, evaluating training becomes successively more difficult as evaluation moves from reaction to learning to behaviour and then to results measures. But training that affects behaviour and results provide greater value.
21
Reaction Reactions of the trainees are evaluated by conducting interviews or by administering questionnaires to the trainees. Learning It tells how well trainees have learnt facts, concepts, attitudes and theories. Tests can be used to compare before and after training performances. Behaviour This level of evaluation measures the effect of training through interviews with trainees and their co-workers, and observing their job performance. Results Employers evaluate results by measuring the effect of training on the achievement of organizational objectives. Because results such as productivity, turnover, quality, time, sales and costs are relatively concrete and hence before and after training comparisons can be made.
Insurance
Definition: As per section 65(31), "insurance auxiliary service" means any service provided by an actuary, an intermediary or insurance intermediary or an insurance agent in relation to general insurance business and includes risk assessment, claim settlement, survey and loss assessment. Taxable event and scope of service: Taxable service means any service provided to a policyholder or insurer by an actuary or intermediary or insurance intermediary or insurance agent, in relation to insurance auxiliary service
Role of Insurance in transportation industry Insurance is an integral part of the transportation industry. The vehicles i.e., the fleet owned by the company is insured against all possible unfortunate incidents and the goods that are being transported are also insured. 22
eed for Insurance in transportation industry A consignment quite often is transported from one end of the country to another. Today with the never ending increase in road traffic, which also increases accidents and other causes for fear such as loss, robbery, etc, has made it almost mandatory to insure both the goods being transported and the vehicle carrying it.
Owner's risk When the owner i.e., the client undertakes the responsibility of insuring his goods against loss, damage, theft and accident, then it is known as owner's risk. Carrier's risk When the carrier i.e., the transportation company takes up the responsibility of insuring the goods to be carried against loss, damage, theft and accident; and not by the owner, then it is known as carrier's risk.
Social responsibility
Times are changing and so are the public's expectations of corporations in society. Traditionally, the role of the corporation was viewed as largely economic - a company provides products and services and, in doing so, creates jobs and wealth. Increasingly, however, people believe that economic growth should be linked to environmental andsocial well-being. Corporate social responsibility (CSR) is the commitment and activities by an organization to meet stakeholder expectations on economic, environmental and social performance. The definition of CSR varies from company to company and many use other terms such as sustainable growth, corporate responsibility, social responsibility or corporate citizenship. No matter how it is described, CSR is often seen as the business contribution to sustainable development, meaning the way a company balances its economic,
23
environmental and social objectives while addressing stakeholder expectations and enhancing shareholder value.
Corporate Social Responsibility (CSR) is also considered as a concept that organizations, especially (but not only) corporations, have an obligation to consider the interests of customers, employees, shareholders, communities, and ecological considerations in all aspects of their operations. This obligation is seen to extend beyond their statutory obligation to comply with legislation. CSR is based on the argument that enterprises should make decisions based not only on financial factors such as profits or dividends, but also based on the immediate and longterm social and environmental consequences of their activities.
24
OVERVIEW OF THE ORGA IZATIO ?
In India, a transportation company was once managed without the application of much management concepts in the previous century. Today the fierce competition prevailing in the industry, has brought many changes among the Indian players too. Union Roadways Limited is one such company where management concepts are applied and practiced to ensure the continuance in their survival. It strives to be a pioneer in bringing about professionalism in the industry.
THE DEPARTME TS
The Departments in URL
Fleet
Traffic
Finance
Warehousi ng
Marketin g
HR
25
FLEET DEPARTME T
The backbone of a transportation company, the fleet department is well maintained at Union Roadways Limited consisting of,
• • • • •
Trailers Trucks Open Trucks Crane Forklift
There are different types of trailers maintained to cater the specific needs of every individual customer, some of them being,
ame of Trailer
Height of Bed (in feet)
4 - 4&1/2 3 2
Height of Load to be carried (in feet)
9 11 - 11&1/2 12
High Bed Semi Low Bed Low Bed
Apart from which other vehicles to transport a wide variety of cargo to the destination swiftly is maintained. Some vehicles are required very rarely; they are not maintained by the fleet department as they could be a non performing asset for considerable duration. In such cases it is obtained for rent from a company or an individual who owns it. The responsibility of maintaining the vehicles of the fleet also rests with this department. Routine maintenance is done by this department by allocation of the duties to qualified people. All the vehicles acquired by the fleet department are insured against possible unfortunate incidents. 26
TRAFFIC DEPARTME T
This department plays a crucial role in determining the success of a transportation company. When Union Roadways Limited is approached by a customer requiring their services, after the initial formalities are completed, the customer is then directed to the traffic department, where a perfect match between the consignment and the vehicle to be used for its transportation is done. The goods to be carried have specific requirements to ensure their safe and sound delivery. The traffic department is charged with this responsibility and thus is the nerve centre of Union Roadways Limited. This department is further allocated the responsibility of dispensing value added services like the tracking of vehicles and consignment. Along with the marketing department they play a vital role in fostering and enhancing customer relations as they work in closely with the clients to identify and satisfy their needs. The traffic department along with the marketing department works out the terms of contract. The following two terms are extremely important and are a part of all contracts,
• •
Insurance terms Loading and unloading
Insurance
The goods to be transported should be insured especially when the distance to be covered is more. The following should be done,
• •
Insurance against damage Insurance against theft 27
• •
Insurance against loss Insurance against accidents
The insurance terms are decided based on the party who adopts to insure i.e.,
• •
Carrier's risk Owner's risk
If carrier's risk is adopted in a contract, then Union Roadways Limited insures the goods against the above mentioned incidents. If owner's risk is adopted, then the client takes upon the responsibility of insuring the goods against the incidents.
Loading and Unloading
The terms of loading and unloading imply the loading of goods in the starting point and its unloading on the reach of destination. If the client prefers to have Union Roadway Limited personnel to do the loading and unloading, then arrangements will be made by the branch office to ensure its completion.
28
FI A CE DEPARTME T
In Union Roadway Limited, the finance department, with its headquarters located in Hyderabad, has the following responsibilities,
• • • • •
Maintenance of accounts Identifying potential sources of funds Ensuring optimum utilization of the resources deployed Cost minimization Conversion of non performing assets, if possible into performing assets.
The conversion of non performing assets is possible in case of warehouses that are maintained. Warehouses are maintained in numerous locations throughout the country, and many of them are not in use full time. In such cases they are given for rent to the local people on a short term basis. When the route of the consignment is decided and its destination is known, the possibility of requirement of warehouse is thoroughly considered and when there does exist such a possibility, steps are taken to ensure that the warehouse will be free when the consignment reaches the destination.
29
MARKETI G DEPARTME T
Marketing is considered the life blood of a business and its importance increases multifold in a transportation company. Union Roadways Limited has extended its marketing activities all over the country through its 175 branches. Union Roadway Limited having been established in the year 1967, it has gained a flawless reputation due to its excellent service. This well established brand name itself markets Union Roadway Limited. Apart from which the company conducts a variety of marketing activities. Some of them are,
• • • •
Through enquiry services Provision of value added services Discounts based on point system Complimentary gifts on special occasions
REGISTRATIO WITH E QUIRY SERVICES
Union Roadways Limited has tie ups with general enquiry to ensure the recommendation of this company in case of a customer enquiry. For example, in Chennai if a customer needs transportation services, he/she calls 26444444, they will provide the name and a contact number of Union Roadways Limited, unless otherwise requested. Also this information is passed on to the company.
VALUE ADDED SERVICES
To attract new customers and retention of existing customers is vital to the survival and development of any company. Provision of value added services has been proved to be a
30
successful method for accomplishing this mission. Some of the value added services provided by Union Roadways Limited are,
• • • • •
Warehousing facilities Packing and Moving Crane and forklift provision Tracking system Facilitation of JIT implementation
WAREHOUSI G FACILITIES Union Roadways Limited holds warehousing facilities almost all over the country. Many a time, when the consignment reaches its destination, the customer may not have a ready plot to unload and store it. Union Roadways Limited solves this problem for the customers by providing them with their warehouse in the locality till the customer's plot is ready. In case of some places where such situation arises very rarely, Union Roadways Limited has tie ups with local players to ensure that their customers' need is satisfied. TRACKI G SYSTEM The duration of travel involved in the transportation of many consignments to the destination takes weeks to months as the distance involved is considerable. Consignments are transported right from the north to the south. In such cases customers prefer to know exactly where the consignment is and how far it has traveled towards the destination. This is facilitated by the Tracking System which in Union Roadways Limited comprises of 2 methods as follows,
• •
Swapping Cards Provision of mobiles to the truck drivers
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Swapping Cards As a part of their marketing activities, Indian Oil Corporation and BPCL provide swapping cards which can be used while filling vehicles with petrol/diesel. The distance covered and the approximate location of the consignment can be located from this database. Mobile Phones With the development and economization in communications, mobile phones are provided to the drivers. They can be contacted at any time to obtain exact information on the location and movement of the consignment.
PACKI G A D MOVI G This service is available by and large for customers who need to shift houses. Union Roadways Limited packs and moves their belongings.
CRA E A D FORKLIFT Many of the branches in India maintain cranes and forklifts. Some heavy consignment needs special equipment like crane or forklift to place them as required. In such cases Union Roadways Limited satisfy this by providing their equipment thereby ensuring complete satisfaction and comfort of the customer. In some branches this facility is not available, in such cases Union Roadways Limited utilizes its tie ups with local companies to.
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FACILITATIO OF JIT IMPLEME TATIO Just in Time (JIT) system is gaining popularity as it saves a vast amount of carrying cost. The increasing interactions and formation of deals and ventures for collaboration among various companies occupies plays an important role in the increasing propagation of Just in Time system. Through its on-time delivery services, Union Roadways Limited facilitates the implementation of Just in Time system in many organizations. The warehousing facilities are also utilized for its achievement. For example, in case a consignment reaches before time, then it will be stored till the required time in the local warehouse of Union Roadways Limited.
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HUMA RESOURCES DEPARTME T
Employees are the greatest assets of an organization, because, it is through people that all other resources are converted into utilities. However, management of 'People Resources' has always been a vexed problem ever since the beginning of organised human activities. Union Roadways Limited considers employees as its main asset and is proud of the trained and skilled staff. The expertise, integrated and dedicated services of the employees combined with the focus on customer satisfaction is a key source for the successful accomplishment of its goal. With a firm belief in committed and personalized services, Union Roadways Limited has emphasized on the deployment of the correct mix of people in the right number with the right qualifications. Further training and development programs are conducted at regular intervals to keep the employees updated. The functions of the Human Resource department at Union Roadways Limited, comprises primarily of the following,
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Ensuring the placement of "right man for right job" Performance appraisal Training and Development programs Motivational programs Solving labor issues
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PLACEME T, TRAI I G A D DEVELOPME T AT URL
Apart from the placement of right man for right job, at Union Roadways Limited, training and development is also given an important position, particularly in case of employees in the managerial level. Change has accelerated to the point where no organization can afford to ignore it. This thrust upon every organization the need to manage change, through acquirement of the new skills, knowledge and concepts to ensure the achievement of goals and mission.
At Union Roadways Limited, the HR department takes maximum care to appoint the "right for right job". Yet, since change is occurring at such a rapid rate, though qualified people may be appointed, gaps maybe introduced between their skills and those recently developed in the industry. These gaps are filled by conducting training and development programs by the company as and when required. For managerial personnel, such programs are conducted at a minimum of twice a year.
As the competition increased, the management realized that the need of the hour was training and development. Change happening in all the facets has affected the transportation industry also. Employees of the marketing department are especially given training as they are the main link between a new customer and Union Roadways Limited.
Training is an integral part of Human Resource Development. Union Roadways Limited believes that the human resources who manage other resources must be better equipped in order to meet the challenges of the fast changing environment. Training is identified as an important business strategy for improved profitability and for the requisite attitudinal change among employees.
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Training Policy at URL
• • • • • • •
The training is totally need based. The objectives of every program are clearly established and results evaluated. The company allocates responsibility for training at divisonal levels. The company provides every year a training budget to meet the expenses on training. The company provides infrastructure either within the company or outside to carry out the training program. The company provides impetus to the individuals on self-development. The superior officer is responsible for his subordinate's training and development.
Training Objectives at URL
The training objectives of the organisation are:
• • •
To continuously improve the employees' skills, knowledge and attitudes through need based training methods. To enable employees to accept, adapt and manage change, where required, to acclimatize to fast changing environment. To update employees on development in technology to enable them to apply knowledge gained in job situation.
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Method for Training In Union Roadways Limited, training and is imparted to employees in both the managerial and executive level. Process of deciding the training to be imparted, 1. The superiors assess their subordinates and make suggestions regarding their strengths and weaknesses 2. The subordinates and superiors jointly decide on his training requirements 3. The suggestion is then passed on to the management 4. Employees requiring same training from the same and nearby locations are grouped together 5. If an in-house instructor is available then it is conducted internally 6. If an in-house instructor is not available and if the number of employees requiring the training is less, then they are sent to locations where such programs are conducted i.e. externally the training is imparted 7. If the number of employees requiring the training is more and if an in-house instructor is not available then it is outsourced
The methodology adopted for the training program is dependant on the instructor and hence varies from one program to another. Training and motivational programs on topics that are applicable to everyone are also conducted for the employees of Union Roadways Limited. These are conducted annually and all interested employees are allowed to attend. Such topics include,
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• • • •
Stress management Interpersonal skills Communication skills Personality development skills
MOTIVATIO Motivation of employees is a prerequisite for the successful reduction in labor turnover in all organizations including those involved in the service sector. Thus transportation companies too need to motivate their employees to ensure their
• • •
Commitment Loyalty Performance
Union Roadways Limited has adopted a number of methods to motivate the employees. Apart from the motivational programs conducted for managerial personnel, steps are taken to motivate truck drivers and cleaners. The prominent one being gifts from swapping cards. Indian Oil Corporation and BPCL through their swapping card system give points each time a card is swapped. Such points after accumulation can be converted to gifts or cash with them, which are given to the truck drivers. For the white collar employees, they are given perks and other benefits, increments and promotional opportunities when targets are achieved.
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CORPORATE SOCIAL RESPO SIBILTY
Union Roadway Limited has set the fulfillment of corporate social responsibility as one of its objectives and the members have been working towards achieving it. Several charitable causes are taken up by the company, the most recent ones being,
• • • • •
Tsunami relief Orissa flood relief Kargil war Goshala Awareness camp • Medical camp
Union Roadways Limited provided transportation of relief material to the affected areas free of cost; Relief material was also provided by the company and transported to the affected areas during these natural calamities. During the Kargil war, ordinance, food and other necessities were transported free of cost for the Indian army. Goshalas or cow shelters have been constructed and maintained at a number of locations throughout the country. General health awareness camps are conducted in villages in the north and HIV awareness camps are also conducted for the truck drivers and cleaners.
Medical camps are conducted every year for the employees of Union Roadways Limited. In particular eye camps are conducted without fail, year after year.
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Problems Faced by URL
Some of the problems faced by URL are those that generally arise in transportation companies. Some of them are,
1. Need for road development in India 2. Fear of highway robbery. 3. Problems caused by truck drivers and cleaners
In India, roads are badly maintained and this in itself is a source of damage and cause for the occurrence of accidents.
As consignments are transported over very long distances, safety becomes a priority, as there is a serious threat of highway robbery.
Truck drivers and cleaners are cause problems as they attempt to provide excess bills of petrol/diesel and claim more money. Their availability at required times is also a serious problem faced by transportation companies.
Solutions developed for the problem
Union Roadways Limited has tried to solve these problems. The government has been approached for providing solution to highway robbery by increasing security and for developing the highways in India. The organization hopes to get solutions for both these issues from the government.
The problems caused by the drivers and cleaners are also solved to an extent, as a benchmark is provideid. For example, each litre of diesel should provide a minimum of 4 km/hr. this is calculated from the total diesel consumed, which again be checked as swap cards provided by IOC and BPCL are used. 40
To solve disciplinary problems, many of them are not directly employed by URL. Instead they are hired from brokers who deal in such business.
The problem of their availability at required times is solved by employing temporary drivers and cleaners through brokers who deal in this business
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CO CLUSIO
The transportation industry is an evergreen field, with a never ending increase in its need and scope. This increase is accompanied by the increase in competition. In order to meet that competition, to survive and succeed, in this industry like all others is a true challenge.
In order to meet this challenge ensuring that the employees of the organization are updated and are not only on par with, but better than their counterparts in rival organizations.
For the employees to achieve the above mentioned, training, development and motivation provided by the organization is a prerequisite.
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References:
Websites:
www.unionroadwaysltd.com www.nrcan-rncan.gc.ca
http://en.wikipedia.org
Book referred: Personnel Management by C.B. Mamoria and S.C. Gankar
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