My Project Paper Excellence is our Passion My Project Paper has come in existence to ease companies and students to prepare best of project with professionalism to showcase what they want to portray. My Project Paper has helped several students and corporate clients by providing them with analytical report, comparative statements, trend analysis, reports for merger and acquisitions, marketing papers and customized research work We have launched a website www.myprojectpaper.com to ease companies and students across the globe to avail this facility, and grab the best from the Knowledge Domain We are really happy to have you as a client and love to provide you with the best solution available in the industry. Thanks for having faith in us. -: Business head -: Marketing and HR Head Chanpreet S Grover Jaspreet Arora My Project Paper My Project Paper Mail me at: Chanpreet@myprojectpaper.com Jaspreet@myprojectpaper.com Research Methodolog y The information has been collected through carrying out a detailed study on the topic and by visiting call centers personally. Primary research: Primary research has been collected by visiting various call centers and asking them the questions related to the topic. For this purpose a questionnaire was also prepared and filled in. I meet with the team leaders of the call centers. Their answers are framed properly and used in the project. Secondary research: Secondary research was collected by searching the web pages of various sites. The names of the sites have been given in the references. References have been also taken from the “Human Resources Management Book” also. Preface Taking a look at the wo rld of human beings is a rewarding experience. Contrasts abound in this world. Beauty is juxtaposed with ugliness, mercy with cruelly and compassion with indifferences, health with disease, happiness with misery, industriousness with laziness and affluence with poverty. These contrasts remain so, despite the passage of time, sweeping political and economic changes and cultural differences. Contrast notwithstanding, one thing is certain – it is the people who make an organization a success or allow it to be domed. To manage them, motivate them and attract them is ever easy. What makes all that appeal easy is “HUMAN RESOURSES MANAGEMENT”. It is a management function that helps managers’ recruits, select, trains and develop members for an organization. Obviously, HRM is concerned with the people’s dimensions in the organizations. HRM understands the organizations are not mere bricks, mortars, machineries or inventories. They are people. W ho staff and manage the operations. It involves the applications of mana gement’s functions and principles. These are applied to acquisitioning, developing, maintaining and training employees. The scope of HRM is indeed vast. All major activities in the working life of a worker – from the time of his or her entry into an organ ization until he or she leaves – comes under the preview of the HR. HRM refers to a set of programs; functions and activities designed and carried out in order to maximize both employees as well as organization effectively. 79 pages report Index C h a pt e r 1 T r a i ni n g a n d De v e l o pm e nt C h a pt e r 2 H ow t o I d e nt i f y T r a i ni n g N e e d s C h a pt e r 3 T r a i ni n g P r o c e s s & M e t ho d s o f Tr a i ni n g C h a pt e r 4 O bj e c t i v e s of T r a i ni n g C h a pt e r 5 E f f e c t i v e ne s s a n d E v a l ua t i o n of T r a i ni n g C h a pt e r 6 F ol l ow u p of Tr a i ni ng C h a pt e r 7 C a s e S t u d y o n C a l l Ce nt e r 1. 3G 2 . Ai r S a ha r a C h a pt e r 8 Conclusion C h a pt e r 9 An n e x u r e Q ue s t i o n na i r e C h a pt e r 1 0 B i bl i o gr a p h y EXECUTIVE SUMM ARY Training and development activities are designed, considerable costs not withstanding, to impact specific skills, abilities and knowledge. Distinction is often made between training and education and between these two and development, training refers to imparting specific skills. Training refers to imparting specific skills. Ed ucation is process of theoretical learning in classroom. Development refers to learning opportunities designed to help employees grow and evolve a vision about the future. All the three form a part of training and development only target groups pf emplo yees differ. Training is confined to shop - floor workers and development is meant for executives. Education, of course, is need for all employees, irrespective of their hierarchy. Skills, education, development, ethics, attitudinal changes and decisions- making skills must go into any programme of training and development. A programme of training and development is important as it lends stability and flexibility to an organization, besides contributing to its capacity to grow.
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