“Training & Development in Bharti Axa Life Nsurance

Published on May 2016 | Categories: Documents | Downloads: 37 | Comments: 0 | Views: 192
of 78
Download PDF   Embed   Report

Comments

Content

A
PROJECT ON
“TRAINING & DEVELOPMENT PROGRAM DONE BY
BHARTI AXA LIFE INSURANCE”

SUBMITTED TO
THE UNIVERSITY OF MUMBAI
IN PARTIAL FULFILLMENT FOR THE AWARD OF
THE DEGREE OF BACHELOR OF COMMERCE
(BANKING AND INSURANCE)
SEMESTER V
(SEAT NO: 12013)

BY
BHARAT R. SIRVEE
THE S.I.A COLLEGE OF HIGHER EDUCATION
2014-2015
1

DECLARATION BY THE RESERCH STUDENT
I hereby declare that this project titled “TRAINING & DEVELOPMENT
PROGRAM DONE BYBHARTI AXA LIFE INSURANCE”. Submitted by me
is based on actual work carried out by me under the guidance and supervision of
MR.HASIT KUMAR NAGARIYA.
Any reference to work done by any other person or institution or any
material obtained from other sources have been duly citied and reference.
It is in future to state that this work is not submitted anywhere else for any
examination.

S.I.A COLLEGE OF HIGHER EDUCATION
SIGNATURE OF STUDENT

(BHARAT R SIRVEE)
2

ACKOWLEDGEMENT
I am thankful to Professor MR. HASIT KUMAR NAGARIYA for her
valuable guidance in successful completion of this project.
My overriding debt due to our Principal Dr. PADAMAJA ARVIND MAM and
librarian MRS.BHARATI RAO MAM.
Last but not the least I cannot forget my friends and my parents whose
constant encouragement and support made this task a happy job.

SIGNATURE

BHARAT R SIRVEE
(THIRD YEAR BACHELOR OF COMMERCE)
(BANKING AND INSURANCE)

3

The SIA College Of Higher Education.
P88, MIDC Residential Area Dombivli Gymkhana Road,
Near BalajiMandir, Dombivli (East).421 203.
Email: [email protected]

CERTIFICATE
This is to certify that,
Mrs. BHARAT R SIRVEE
Student of BCOM (Banking and Insurance VI) 2014-2015
Seat No.12013has successfully completed his Project
Work on TRAINING & DEVELOPMENT PROGRAM DONE BYBHARTI
AXA LIFE INSURANCE under the guidance of MR. HASIT KUMAR
NAGARIYA as per Mumbai University syllabus.

COURSE CO-ORDINATOR

EXTERNAL EXAMINER

PROJECT GUIDE

PRINCIPAL

4

INDEX
SR.N
O

TOPIC

1

CHAPTER 1

2

INTRODUCTION
HISTORY
INDIAN SCENARIO
MEANING
DEFINITION
CHAPTER 2 HISTORY OF HDFC BANK

INTRODUCTION TO E-BANKING

PAGE NO
10

16

HISTORY
DISTRIBUTION NETWORK
3

BUSINESS FOCUS
CHAPTER 3 BUSINESS OF HDFC BANK

21

4

CHAPTER 4 FACILITIES PROVIDED BY HDFC BANK

23

5

CHAPTER 5 E-BANKING FACILITIES PROVIDED BY HDFC
BANK

22

6

CHAPTER 6 IMPORTANCE OF E-BANKING FACILITY

37

7

CHAPTER7

E-BANKING SERVICES

40

8

CHAPTER8

BENEFITS/CONCERNS OF E-BANKING

44

9

CHAPTER9

NEWS AND ARTICLES

53

5

10

CHAPTER10

SWOT ANALYSIS

49

11

CHAPTER11 RESEARCH AND METHODOLOGY

58

12

CHAPTER12

ANAYLISIS AND INTERPRETATION

63

13

CHAPTER13

CONCLUSION

74

14

BIBLIOGRAPHY

75

15

ANNEXURE

76

TABLE OF CONTENT

6

S.No.
1

CONTENT
CHAPTER-1 INTRODUCTION

2

CHAPTER-2 PROFILE OFORGANIZATION

3

PAGE No.

CHAPTER-3 TRAINING &
DEVELOPMENT PROGRAM DONE BY
BHARTI AXA AT VARIOUS LEVELS

4

CHAPTER-4 ANALYSIS

5

CHAPTER-5 FINDINGS

6

CHAPTER-6 RECOMMENDATIONS

7

CHAPTER-7 CONCLUSION

EXECUTIVE SUMMARY

7

This Report is an attempt to provide a detailed analysis of the process of
training & development program done by Bharti Axa Life Insurance and benefits
of the training.
In my complete student internship program I met more than 50 employees.
During this student internship program I came to know that, knowledge based
economy, training helps people to learn how to do things differently or to do
different things.
However, my survey suggests that maximum number of employees, in the
turbulent, fast changing world, effective training has never been more important.
Products are now increasingly knowledge intensive; for this, employers are
responsible for providing opportunities for continued learning.

In my survey I found that 80% of employees are new to the job and they
must undergo the training program.
Finally, creating awareness of organization structure and its products to the
employee is very important to have individual as well as organization growth. So it
can be possible only when the employees go through the training program.

8

CHAPTER-1

INTRODUCTION

BRIEF HISTORY OF INSURANCE SECTOR IN INDIA
9

The insurance sector in India has come a full circle from being an open
competitive market to nationalization and back to a liberalized market again.
Tracing the developments in the Indian insurance sector reveals the 360-degree
turn witnessed over a period of almost 190 years.

The business of life insurance in India in its existing form started in India in the
year 1818 with the establishment of the Oriental Life Insurance Company in
Calcutta.

Some of the important milestones in the life insurance business in India are:
1912 - The Indian Life Assurance Companies Act enacted as the first statute to
regulate the life insurance business.

1928 - The Indian Insurance Companies Act enacted to enable the government to
collect statistical information about both life and non-life insurance businesses.

1938 - Earlier legislation consolidated and amended to by the Insurance Act with
the objective of protecting the interests of the insuring public.

1956 - 245 Indian and foreign insurers and provident societies taken over by the
central government and nationalized. LIC formed by an Act of Parliament, viz. LIC
Act, 1956, with a capital contribution of Rs. 5 crore from the Government of India.
10

The General insurance business in India, on the other hand, can trace its roots to
the Triton Insurance Company Ltd., the first general insurance company
established in the year 1850 in Calcutta by the British.

Some of the important milestones in the general insurance business in India are:
1907 - The Indian Mercantile Insurance Ltd. set up, the first company to transact
all classes of general insurance business.

1957 - General Insurance Council, a wing of the Insurance Association of India,
frames a code of conduct for ensuring fair conduct and sound business practices.
1968 - The Insurance Act amended to regulate investments and set minimum
solvency margins and the Tariff Advisory Committee set up.

1972 - The General Insurance Business (Nationalization) Act, 1972 nationalized
the general insurance business in India with effect from 1st January 1973.
107 insurers amalgamated and grouped into four companies viz. the National
Insurance Company Ltd., the New India Assurance Company Ltd., the Oriental
Insurance Company Ltd. and the United India Insurance Company Ltd. GIC
incorporated as a company.

11

Indian Insurance Industry:

Learn about Insurance may be described as a social device to reduce or eliminate
risk of life and property. Under the plan of insurance, a large number of people
associate

themselves

by

sharing

risk,

attached

to

individual.

The risk, which can be insured against include fire, the peril of sea, death, incident,
& burglary. Any risk contingent upon these may be insured against at a premium
commensurate with the risk involved.

Insurance is actually a contract between 2 parties whereby one party called insurer
undertakes in exchange for a fixed sum called premium to pay the other party
happening of a certain event.

Insurance is a contract whereby, in return for the payment of premium by the
insured, the insurers pay the financial losses suffered by the insured as a result of
the occurrence of unforeseen events.

With the help of Insurance, large number of people exposed to a similar risk makes
contributions to a common fund out of which the losses suffered by the unfortunate
few, due to accidental events, are made good.

Functions of Insurance

12

The functions of Insurance can be bifurcated into three parts:

 Primary Functions
 Secondary Functions
 Other Functions

The primary functions of insurance include the following:

Provide Protection - The primary function of insurance is to provide protection
against future risk, accidents and uncertainty. Insurance cannot check the
happening of the risk, but can certainly provide for the losses of risk. Insurance is
actually a protection against economic loss, by sharing the risk with others.

Collective bearing of risk - Insurance is a device to share the financial loss of few
among many others. Insurance is a mean by which few losses are shared among
larger number of people. All the insured contribute the premiums towards a fund
and out of which the persons exposed to a particular risk is paid.

Assessment of risk - Insurance determines the probable volume of risk by
evaluating various factors that give rise to risk. Risk is the basis for determining
the

premium

rate

also

Provide Certainty - Insurance is a device, which helps to change from uncertainty
13

to certainty. Insurance is device whereby the uncertain risks may be made more
certain.

The

secondary

functions

of

insurance

include

the

following:

Prevention of Losses - Insurance cautions individuals and businessmen to adopt
suitable device to prevent unfortunate consequences of risk by observing safety
instructions; installation of automatic sparkler or alarm systems, etc. Prevention of
losses cause lesser payment to the assured by the insurer and this will encourage
for more savings by way of premium. Reduced rate of premiums stimulate for
more business and better protection to the insured.

Small capital to cover larger risks - Insurance relieves the businessmen from
security investments, by paying small amount of premium against larger risks and
uncertainty.

Contributes towards the development of larger industries - Insurance provides
development opportunity to those larger industries having more risks in their
setting up. Even the financial institutions may be prepared to give credit to sick
industrial units which have insured their assets including plant and machinery.

The

other

functions

of

insurance

include

the

following:

Means of savings and investment - Insurance serves as savings and investment,
14

insurance is a compulsory way of savings and it restricts the unnecessary expenses
by the insured's For the purpose of availing income-tax exemptions also, people
invest in insurance.

Source of earning foreign exchange - Insurance is an international business. The
country can earn foreign exchange by way of issue of marine insurance policies
and various other ways.

Risk Free trade - Insurance promotes exports insurance, which makes the foreign
trade risk free with the help of different types of policies under marine insurance
cover.

The end of the year 2000 marks a significant change and growth of 'India
Insurance' industry scenario. Monopoly of Public Sector Insurance company marks
an end and Private companies makes inroad. Foreign companies, both Life and
General flocked, collaborated and helped astronomical growth of 'Insurance
Industry in India'.

'India Insurance' growth was long overdue. Within 1st 12 months of liberation of
'Indian Insurance Industry' 10 licenses for selling life insurance products and 6
licenses for selling non-life products were issued to private companies. The Public
sector giant LIC started losing its market share at the cost of stupendous growth of
private players. Now 'India Insurance' industry has more than a dozen private life
insurance players and 9 private general insurance companies. Aggressive and
penetrative marketing strategy coupled with wide product bandwidth was an
15

instant success among the ignorant masses. Most of the private companies
registered more than 100% growth till then and are still continuing with such
monstrous growth figures. Although, 'Insurance in India' is not regarded as a basic
need but it is getting popular among semi urban to rural masses. Top rank private
companies like ICICI Prudential Life Insurance, Tata AIG, Bajaj Allianz etc are
aggressively researching and innovating products for huge untapped rural 'India
Insurance' market. Collaboration with micro finance companies, post offices, rural
banks and village management authorities for selling insurance is doing wonders.

Life insurance products cover risk for the insurer against eventualities like
death or disability. Non-life insurance products cover risks against natural
calamities, burglary, etc. They are not as popular as life products in the ' Insurance
India's' portfolio. Until very recently it had only corporate buyers, but with natural
disasters like, earth quakes, tsunamis, storms and floods becoming more frequent
and damaging there has been a sudden spurt in sales of general insurance amongst
individuals. Consumerism of life style goods and modern amenities has also
contributed to its growth. With more awareness and wide bandwidth of insurance
product portfolio the growth for 'India Insurance' story will only get more
competitive and more affordable to all sections of Indian society.

Present Scenario

16

The Government of India liberalized the insurance sector in March 2000 with the
passage of the Insurance Regulatory and Development Authority (IRDA) Bill,
lifting all entry restrictions for private players and allowing foreign players to enter
the market with some limits on direct foreign ownership. Under the current
guidelines, there is a 26 percent equity cap for foreign partners in an insurance
company. There is a proposal to increase this limit to 49 percent.

The opening up of the sector is likely to lead to greater spread and deepening of
insurance in India and this may also include restructuring and revitalizing of the
public sector companies. In the private sector 12 life insurance and 8 general
insurance companies have been registered. A host of private Insurance companies
operating in both life and non-life segments have started selling their insurance
policies since 2001.

Non-Life Insurance Market

17

In December 2000, the GIC subsidiaries were restructured as independent
insurance companies. At the same time, GIC was converted into a national reinsurer. In July 2002, Parliament passed a bill, delinking the four subsidiaries from
GIC.Presently there are 12 general insurance companies with 4 public sector
companies and 8 private insurers. Although the public sector companies still
dominate the general insurance business, the private players are slowly gaining a
foothold. According to estimates, private insurance companies have a 10 percent
share of the market, up from 4 percent in 2001. In the first half of 2002, the private
companies booked premiums worth Rs 6.34 billion. Most of the new entrants
reported losses in the first year of their operation in 2001.
With a large capital outlay and long gestation periods, infrastructure projects
are fraught with a multitude of risks throughout the development, construction and
operation stages. These include risks associated with project implementation,
including geological risks, maintenance, commercial and political risks. Without
covering these risks the financial institutions are not willing to commit funds to the
sector, especially because the financing of most private projects is on a limited or
non- recourse basis.
Insurance companies not only provide risk cover to infrastructure projects,
they also contribute long-term funds. In fact, insurance companies are an ideal
source of long term debt and equity for infrastructure projects. With long term
liability, they get a good asset- liability match by investing their funds in such
projects. IRDA regulations require insurance companies to invest not less than 15
percent of their funds in infrastructure and social sectors. International Insurance
companies also invest their funds in such projects.

18

Insurance costs constitute roughly around 1.2- 2 percent of the total project
costs. Under the existing norms, insurance premium payments are treated as part of
the fixed costs. Consequently they are treated as pass-through costs for tariff
calculations.
Premium rates of most general insurance policies come under the purview of
the government appointed Tariff Advisory Committee. For Projects costing up to
Rs 1 Billion, the Tariff Advisory Committee sets the premium rates, for Projects
between Rs 1 billion and Rs 15 billion, the rates are set in keeping with the
committee's guidelines; and projects above Rs 15 billion are subjected to reinsurance pricing. It is the last segment that has a number of additional products
and competitive pricing.

Insurance, like project finance, is extended by a consortium. Normally one
insurer takes the lead, shouldering about 40-50 per cent of the risk and receiving a
proportionate percentage of the premium. The other companies share the remaining
risk and premium. The policies are renewed usually on an annual basis through the
invitation of bids.
Of late, with IPP projects fizzling out, the insurance companies are turning once
again to old hands such as NTPC, NHPC and BSES for business.

19

Re-insurance business

Insurance companies retain only a part of the risk (less than 10 per cent) assumed
by them, which can be safely borne from their own funds. The balance risk is reinsured with other insurers. In effect, therefore, re-insurance is insurer's insurance.
It forms the backbone of the insurance business. It helps to provide a better spread
of risk in the international market, allows primary insurers to accept risks beyond
their capacity, settle accumulated losses arising from catastrophic events and still
maintain their financial stability.
While GIC's subsidiaries look after general insurance, GIC itself has been
the major reinsurer. Currently, all insurance companies have to give 20 per cent of
their reinsurance business to GIC. The aim is to ensure that GIC's role as the
national reinsurer remains unhindered. However, GIC reinsures the amount further
with international companies such as Swissre (Switzerland), Munichre (Germany),
and Royale (UK). Reinsurance premiums have seen an exorbitant increase in
recent years, following the rise in threat perceptions globally.

20

Life Insurance Market
The Life Insurance market in India is an underdeveloped market that was
only tapped by the state owned LIC till the entry of private insurers. The
penetration of life insurance products was 19 percent of the total 400 million of the
insurable population. The state owned LIC sold insurance as a tax instrument, not
as a product giving protection. Most customers were under- insured with no
flexibility or transparency in the products. With the entry of the private insurers the
rules of the game have changed.
The 12 private insurers in the life insurance market have already grabbed
nearly 9 percent of the market in terms of premium income. The new business
premiums of the 12 private players has tripled to Rs 1000 crore in 2002- 03 over
last year. Meanwhile, state owned LIC's new premium business has fallen.
Innovative products, smart marketing and aggressive distribution. That's the
triple whammy combination that has enabled fledgling private insurance
companies to sign up Indian customers faster than anyone ever expected. Indians,
who have always seen life insurance as a tax saving device, are now suddenly
turning to the private sector and snapping up the new innovative products on offer.
The growing popularity of the private insurers shows in other ways. They
are coining money in new niches that they have introduced. The state owned
companies still dominate segments like endowments and money back policies. But
in the annuity or pension products business, the private insurers have already
wrested over 33 percent of the market. And in the popular unit-linked insurance
schemes they have a virtual monopoly, with over 90 percent of the customers.

21

The private insurers also seem to be scoring big in other ways- they are
persuading people to take out bigger policies. For instance, the average size of a
life insurance policy before privatization was around Rs 50,000. That has risen to
about Rs 80,000. But the private insurers are ahead in this game and the average
size of their policies is around Rs 1.1 lakh to Rs 1.2 lakh- way bigger than the
industry average.
Buoyed by their quicker than expected success, nearly all private insurers are fastforwarding the second phase of their expansion plans. No doubt the aggressive
stance of private insurers is already paying rich dividends. But a rejuvenated LIC is
also trying to fight back to woo new customers.

22

THE INSURANCE REGULATORY AND DEVELOPMENT AUTHORITY
(IRDA)

Reforms in the Insurance sector were initiated with the passage of the IRDA Bill in
Parliament in December 1999. The IRDA since its incorporation as a statutory
body in April 2000 has fastidiously stuck to its schedule of framing regulations and
registering the private sector insurance companies.
The other decisions taken simultaneously to provide the supporting systems to the
insurance sector and in particular the life insurance companies were the launch of
the IRDA’s online service for issue and renewal of licenses to agents.
The approval of institutions for imparting training to agents has also ensured that
the insurance companies would have a trained workforce of insurance agents in
place to sell their products.
Since being set up as an independent statutory body the IRDA has put in a
framework of globally compatible regulations. In the private sector 12 life
insurance and 6 general insurance companies have been registered.

23

1.2 OBJECTIVES

The main objective of doing this project is to study employee attitude
regarding the training program and the benefits of the training program.
During this student internship program period I have to achieve something
which is helpful to the development of myself and some value addition to the
company.

Getting more business to the company because of training

program is the main objective. It gives me good exposure of myself and
creating good impression of corporate mind.

 The main objective of this study is to know the employee opinion
regarding the Training & Development program.
 To find out what is the Training & Development needs in concern area.
 To find out the benefits of the Training & Development program to the
employee and to the organization.
 To find out what is the result for the organization because of giving the
Training & Development to the employees.

24

1.3 RESEARCH METHODOLOGY

The Research and Methodology adopted for the present study has been
systematic and was done in accordance to the objectives set which has been
detailed as below.
Research Definition
Research is a process in which the researcher wishers to find out the end
result for a given problem and thus the solution helps in future course of action.
According to Redman & Mory research is defined as a “Systemized effort to
gain new knowledge”.
Research Design:
According to “Claire Seltiz”, a research design is the arrangement of
condition and analysis of data in manner that aims to combine relevance to the
research purpose with economy in procedure.
1.3.1 NATURE OF RESEARCH
Research is basically of two types.
1. Descriptive research
2. Explorative research
Descriptive Research: These studies are concerned with describing the
characteristic of a particular individual or a group.
25

1.3.2 SAMPLE SIZE
Total sample size is 50
1.3.3 DETERMINING SOURCES OF DATA

There are two main sources of data
1. Primary data
2. Secondary data

Primary Data: It consists of original information collected for specific research.
Primary data for this research study was collected through a direct survey to obtain
this primary data a well structured questionnaire was prepared by the researcher.

Secondary Data: It consists of information that already exists somewhere and has
been collected for some specific purpose in the study. The secondary data for this
study is collected from various Japanese Management books.

1.3.4 QUESTIONNAIRE

Questionnaire: A set of questions containing a few Technical questions and more
number of opinionated questions are prepared for the employees of both
Centralized and Decentralized sections of HR Department.
26

Questionnaire Development: Questionnaire is the most common instrument in
collecting primary data. In order to gather primary data from viewers.
The present questionnaire consists of following type of questions.
Open ended questions
Closed ended questions
Dichotomous questions
Multiple choice questions
Ranking question.
Open ended questions: It has no fixed alternatives to which the answer must
conform. Thus, respondent answer in his/her own words at any length they choose.

Closed ended questions: Closed ended questions have no other options other than
the selecting the one that close matches the respondent’s opinion or attitude.

Dichotomous questions: A dichotomous questions refers to one, which offers the
respondents a choice between only two alternatives.

Multiple Questions: A multiple choice question refers to one, which provides
several sets of alternatives for the respondents’ choice.

27

Ranking questions: These questions are given when there are many points to be
considered and to be ranked in priority.

1.3.5 LIMITATIONS

1. The survey was conducted within the company.
2. And in survey I have to interact with the employees. But the employees will be
busy their works.
3. Getting the good response from the employee will be difficult because of their
busy schedule.
4. Time to interact with employees inside the branch is not sufficient.

28

CHAPTER-2

PROFILE OF ORGANIZATION

29

COMPANY PROFILE OF BHARTI AXA

Bharti AXA Life Insurance is a joint venture between Bharti, one of India’s
leading business groups with interests in telecom, agri business and retail, and
AXA, world leader in financial protection and wealth management. The joint
venture company has a 74% stake from Bharti and 26% stake of AXA.
The company was incorporated on 13th July 2007. Headquartered in Bangalore,
the company currently has 30 branches across India. With a vision to become the
leader and preferred company for financial protection in India, Bharti AXA
General Insurance offers its customers - individuals and businesses- a wide range
of products and services that meet their insurance needs. The company launched
national operations in December 2006. Today, we have over 5200 employees
across over 12 states in the country. Our business philosophy is built around the
promise of making people "Life Confident".
The company will leverage the Bharti Group’s large customer pool and develop a
strong multi channel distribution network in both urban and rural markets.
With a customer commitment to provide Fast, Fair & Friendly service in all
aspects of business, the company offers transparency, structured customer support
and trained manpower, backed by a robust IT platform. The company’s claims
philosophy is to offer prompt and hassle free claims service that deals with the
claims process with empathy.
The Management team at Bharti AXA General Insurance consists of experienced
leaders who are passionate about their company’s vision and goals and are

30

committed to the development of Bharti AXA General Insurance as the preferred
company for Financial Protection in India.
As we expand our presence across the country to cater to your insurance and
wealth management needs with our product and service offerings, we continue to
bring 'life confidence' to customers spread across India. Whatever your plans in
life, you can be confident that Bharti AXA Life will offer the right financial
solutions to help you achieve them.
The vision of Bharti AXA Life Insurance Company Limited is to become the
preferred life insurance company in India. This vision extends to our recruitment
philosophy as well. Both the Bharti Group in India and AXA globally enjoy the
status of being a very employee focused organization.
At Bharti AXA Life Insurance, we are determined to achieve our vision through
talent who are empowered, focused on customer service, and champions of
strategic and operational excellence.

31

THE JOINT VENTURE OF BHARTI AND AXA

BHARTI

Bharti Enterprises is one of India’s leading business groups with interests in
telecom, agri business, insurance and retail. Bharti has been a pioneering force in
the telecom sector with many firsts and innovations to its credit. Bharti Airtel
Limited, a group company, is one of India’s leading private sector providers of
telecommunications services with an aggregate of 60 million customers, spanning
mobile, fixed line, broadband and enterprise services. Bharti Airtel was ranked
amongst the best performing companies in the world in the BusinessWeek IT 100
32

list 2007. Bharti Teletech is the country’s largest manufacturer and exporter of
telephone terminals. Bharti has a joint venture with ELRo Holdings India Ltd. –
‘FieldFresh Foods Pvt. Ltd’ - for global distribution of fresh fruits and vegetables.
Bharti also has a joint venture - ‘Bharti AXA Life Insurance Company Ltd.’ - with
AXA, world leader in financial protection and wealth management. Bharti has
recently forayed into the retail business under a company called Bharti Retail Pvt.
Ltd. It also has a joint venture – ‘Bharti Wal-Mart Private Limited’ – with WalMart, for wholesale cash-and-carry and back-end supply chain management
operations.

AXA Group

AXA Group is a worldwide leader in Financial Protection. AXA's operations are
diverse geographically, with major operations in Western Europe, North America
and the Asia/Pacific area. AXA had Euro 1,315 billion in assets under management
as of December 31, 2006. For full year 2006, IFRS revenues amounted to Euro 79
billion, IFRS underlying earnings amounted to Euro 4,010 million and IFRS
adjusted earnings to Euro 5,140 million.
The AXA ordinary share is listed and trades under the symbol AXA on the Paris
Stock Exchange. The AXA American Depository Share is also listed on the NYSE
under the ticker symbol AXA.

33

AXA Asia Pacific Holdings

AXA Asia Pacific Holdings Ltd (AXA APH) is listed on the Australian stock
exchange and is 52.3% owned by AXA SA. AXA APH is responsible for AXA
SA’s life insurance and wealth management businesses in the Asia-Pacific region.
It has operations in Australia, New Zealand, Hong Kong, Singapore, Indonesia,
Philippines, Thailand, China, India and Malaysia. AXA APH had a$106.4 billion in
total funds under management and administration at 30 June 2007 and reported a
profit after tax before non-recurring items of A$374.0 million for the six months
ended 30 June 2007.

GROUP SITES

 Airtel

 Bharti AXA General Insurance

 Bharti-Tele Tech Ltd

34

 Bharti Tele Soft

 Bharti Resources

 Bharti Foundation

35

 To achieve a market position among the top 5 in India through a multidistribution, multi-product platform
 To adapt AXA's best practice blueprints as a sound platform for efficient and
profitable growth
 To leverage Bharti's local knowledge, infrastructure and customer base
 To deliver high levels of shareholder return
 To build long term value with our business partners by enhancing the
proposition to their customers
 To be the employer of choice to attract and retain the best talent in India
 To be recognised as being close and qualified by our customers.

36

 Strong partner Bharti - provides access to customer base of more than 130
million
 Multi channel execution capability
 Current Asia product range which is a strong match to products sold to the
mass and mass affluent
 Global scale providing cost effective and speedy re-use of systems, products
and business capability
 Strong AXA and Bharti brands which can be leveraged to attract and retain a
high quality management team

HR PRACTICE
37

The guiding Human Resources principles at Bharti AXA are:





Clearly define scope of responsibilities and empower people to deliver
Provide people with the means to develop their competencies
Consider individual training and development a priority investment
Build organizations that are conducive to teamwork and that involve

everyone
 Promote ongoing dialogue between managers and the people who report to
them
 Make cultural difference a key source of strength

MANAGEMENT PROFILE

38

Glenn Williams is the Chief Executive Officer and Managing Director for Bharti
AXA Life Insurance Co. Ltd. Prior to this, he was the Regional General Manager,
Corporate Development and Strategy for AXA Asia Life.
In this position, Mr. Williams worked with AXA Asia Life's senior management to
expand operations across the region in markets including Hong Kong, China,
India, Indonesia, Malaysia, Singapore, Thailand and the Philippines.
Mr. Williams has been with AXA since 2002 and has held key positions in Hong
Kong and the Philippines. Mr. Williams has over 15 years of experience in the
insurance industry, particularly in the areas of product & pricing actuary,
operations and finance.
In 2006, Mr. Williams led AXA Asia Life's successful integration of MLC and
Winterthur. Prior to joining AXA, Mr. Williams was Marketing Actuary with Swiss
Reinsurance Company in Hong Kong. Mr Williams graduated with a B.Sc (Honor)
from Loughborough University, UK and has been a fellow of the Institute of
Actuaries (UK) since 1998.

39

Priya Ranjan is Director - Human Resources at Bharti AXA Life Insurance
Company. He brings to the business over 15 years of HR experience in diverse
fields spanning financial services, information technology and manufacturing. He
specialises in building large scale businesses right from their project days.
Before joining Bharti AXA Life, Ranjan was with JPMorgan Chase Bank,
Singapore as Vice President and Regional HR Manager - Technology & Operations
(APAC) from May 2005, after serving the office of Vice President and Head - HR
for the Global Service Centre of the Bank in India for about 3 years. Between June
1997 and May 2002, Ranjan was with GE Capital as Vice President and Head - HR
for the Credit Card business, where he was a part of the Project Team responsible
for creating the business in India.
He also has an entrepreneurial venture to his credit with Bangalore-based Team
Excel, which specialised in recruitment and HR consulting. His first assignment
was with Tata Steel as Sr. Personnel Officer from 1991 to 1994, followed by
Microland Ltd. as Manager - HR for two years.
Ranjan is a BA (Hons) from St Xavier's College, Kolkata and holds a Post
Graduate Diploma in Personnel Management from XLRI.

40

Sushanto Mukherjee is the Chief Distribution Officer for Bharti AXA Life
Insurance Company Ltd. Prior to this; he was Director & Head Partnership
Distribution & Group Business at Max New York Life Insurance Co. Ltd.
He started his career with ITC-Welcomegroup hotels division in 1989. He has
subsequently worked in various reputed organizations such as Xerox, Reliance
Infocomm & Tata AIG in senior positions managing sales at Zonal & National
Levels.Sushanto has over 21 years of experience across Insurance, Telecom,
Hospitality and Office Automation.
He has a strong background in developing & managing partnership channels in
Life Insurance, managing large teams in Retail Distribution and effectively leading
direct sales teams in the Corporate Segment. He is an MBA from Cardiff Business
School United Kingdom.

V Srinivasan is currently the Chief Financial Officer of Bharti AXA Life
Insurance Company. He started his career as a Chartered Accountant in 1989 and
41

over the past two decades has emerged as a stalwart in the financial sector. With
over 8 years of rich experience in the Life Insurance industry, today, he stands as a
storehouse of financial knowledge and expertise.

Mark Meehan is currently the Chief Marketing and Operations Officer for Bharti
AXA Life Insurance Company Ltd.
Mark’s previous role in AXA was that of CEO of Tynan Mackenzie P/L, a
professional investment services company. His role in Bharti AXA Life as CMOO
includes Marketing,Product Development, Customer Service, Underwriting,
Claims, Channel & Distribution Operations, Information Technology and Systems,
Six Sigma, Business Continuity and Client Persistency Management.

42

INSURANCE PRODUCTS OF BHARTI AXA

43

At Bharti AXA Life, we want to take care of your responsibilities in the same way
as you do for your loved ones, with a range of life insurance services. Through our
life insurance products, you can trust us to take care of your family at all times.
You can select the most suitable plan from our host of plans and make buying life
insurance simple and convenient. Each of the plans, right from traditional life
insurance to unit linked life insurance, fall in specified segments and fulfill your
specific objectives. You can learn more about the segment and specific plans
within the segment by clicking on the type of plan.

Protect your loved ones against financial contingencies at nominal costs

44

You love your family and feel responsible towards them in every way. But life can
be uncertain and unforeseen contingencies can meet you anytime. At such times,
life insurance comes to your rescue. As someone who wants only the best for their
family, we understand your need to safeguard your family against any crises. Our
protection plans offer you high life cover at nominal costs so that you can fulfill
your responsibility with ease and your family never has to face financial
constraints.



Bharti AXA Life Elite Secure



Bharti AXA Life Secure Confident

Ensure your family's security + maximise your savings

45

You can make your money work harder with our Wealth Creation with Protection
plans.
Whether it is a a comfortable future, bigger home, or even a dream vacation , these
life insurance plans are the best solutions along with the surety of financial
protection. Our life insurance coverage plans include 'traditional' plans that give
guaranteed money on maturity. While, we also offer market-linked plans that give
you the benefit of good market performance to maximise your savings.


Bharti AXA Life Child Plans



Bharti AXA Life Guaranteed Plans

Make the golden years of your life truly comfortable.
Retirement plans are the best way to systematically plan for your golden years. Our
flexible retirement plans ensure you live your dream retirement. By investing in
46

these long-term plans by paying life insurance premium, you can earn a regular
income even after you've stopped working. Without having to depend on anyone
else or worry about rising costs, you can go ahead and lead a comfortable
retirement.



Bharti AXA Life Dream Life Pension PLUS



Bharti AXA Life Future Secure Pension



Bharti AXA Life Future Advantage Pension

Investments for your good health

47

Given the fast pace of our lives, we always run the risk of acquiring lifestyle
diseases - be it high blood pressure or various heart diseases. Add to this the rising
medical costs because of which, we end up spending increasingly large amounts of
money. Bharti AXA Life offers you Health Plans that ensure freedom from stress
when it comes to your health expenses and let you enjoy your life without any
worries.

With Bharti AXA Life insurance products, provide financial security and protection
to your loved ones. Simple, affordable plans to safeguard your family from life's
uncertainties.


Bharti AXA Life Shield



Bharti AXA Life Sanjeevani

Life Shield, a single premium group term life insurance product, is a simple,
affordable life insurance solution that financially secures the family of the group
member by providing a life insurance cover.

48

Sanjeevani, a single premium group term life insurance product provides financial
security and protection to your loved ones. It is a simple, affordable plan to
safeguard your family from life's uncertainties.

With Bharti AXA Life Credit Protection Plans you can ensure that your family
enjoys a good lifestyle and at the same time is protected from the uncertainties of
life.


Bharti AXA Life Credit Secure



Bharti AXA Life Mortgage Credit Shield



Bharti AXA Life Credit Shield

49

Bharti AXA Life Credit Secure is a single premium group reducing term life
insurance product, that makes sure your family is not burdened with your loan
liability in your absence. Now you can ensure that your family is protected from
the uncertainties of life even as they enjoy a good lifestyle. In case of an
eventuality, Bharti AXA Life will pay an amount that can used to settle the
outstanding loan amount.

Presenting you with Credit Shield from Bharti AXA Life, a group product - which
protects the family of the borrower in the event of death by paying an amount to
settle the outstanding loan.

CHAPTER-3

TRAINING & DEVELOPMENT PROGRAM DONE BY BHARTI AXA AT
VARIOUS LEVELS

50

Training and development: In organizational development, the related field of
training and development (T & D) deals with the design and delivery of learning
to improve performance, skills, or knowledge within organizations.
In some organizations the term Learning and Development is used instead of
Training and Development in order to emphasize the importance of learning for the
individual and the organization. In other organizations, the term Human Resource
Development is used.

Definition of Training:

51

The systematic development of the knowledge, skills and attitudes required
by an individual to perform adequately a given task or job. Training refers to
efforts that help enhance employee skills for carrying out the present job.
According to Edwin B Flippo, training is the act of increasing knowledge and
skills of an employee for doing a particular job.

Needs for training:

 To improve the current job performance of employees
 To familiarize employees with the policies and procedures of the
organization.
 To enhance the creativity, adaptability and versatility of the employees and
to facilitate learning at the work place
 To prepare employees for future job.
 To change the skills, knowledge and attitudes of the employees on a
permanent basis.
 To help employees manage their careers.
 To maintain knowledgeable work force.
 To gain competitive advantage through a knowledgeable work force.
 To promote organizational growth through individual growth.

Areas of training:
52

 Company policies and procedures
 Human relations training
 Skill based training
 Problem solving training

Onsite Workshops for Leadership Team

Employees need more than bosses. They need mentors: Professionals skilled
at assessing employee development needs and committed to guiding employees
toward professional success.
Team Leadership Workshop provides managers with proven techniques for
effective personnel management. By helping leaders understand and address their
employees' requirements, this interactive seminar offers significant benefit to
managers at all levels. New supervisors gain a solid grounding in the concept of
''leadership,'' while more experienced managers refresh their commitment to
teaching and coaching their team members.
This training program provides healthy perspectives for managers at all
levels, making it an ideal morale-boosting leadership development experience for
mixed groups of front-line supervisors and senior staff members.
Leadership Training for Success
All managers need methods. Leaders need to know the most effective
techniques for guiding teams, mentoring individuals, and validating the results.

53

Without solid methods, managers will revert use a one-size-fits-all approach to
leadership that reflects the leader's personality, rather than the employees' needs.
Committed, mentoring leadership is essential to employee morale,
productivity, and retention.
A Results-Oriented Training Program
Team Leadership Workshop provides proven methods and procedures for
successful people management. Participants receive a step-by-step plan for guiding
each employee toward success.
This workshop includes elements of Frank Whyte's nationally respected
Team Building Workshops expanding upon that foundation to help leaders:
 Recognize each employee's personality preferences and supervisory needs,
 Align their leadership style with those of their bosses, colleagues, and
subordinates,
 Develop competent and committed employees by mentoring and guiding
their employees toward success,
 Schedule their management responsibilities to ensure that nothing is left to
chance, and
 Use practiced real-world scenarios to resolve challenges and remove
barriers.

54

Training Program done by Bharti AXA Life

Training is must for every individual when he enters into the organization.
Even though the candidate has experience he also should get training. Why
because the organization culture, values and beliefs are different from one
organization to other. That’s why the training program plays a key role in every
organization.
Training program following Bharti AXA Life Insurance is different at various
levels.
Mainly in training program the company concentrates on sales managers, agents,
operations executives and telecallers.
Training program for sales managers:
 The training program duration is 15 – 20 days
 They get training on product knowledge.
 Motivating and encouraging Advisors

Training program for Advisors:
 The training program duration is 15 – 20 days
 They get training on product knowledge
 How to convince the people.

55

 Objection Handling

Training program for operations executives:

 They will get training on customer database files
 Taking care of the customer files
 Well trained in product information and documentation
 Renewals will be informed periodically.

Required skills for employees in Bharti AXA Life Insurance:

 Interpersonal skills
 Excellent communication skills
 Understanding nature
 Aggressiveness
 Convincing skills
 Ability to motivate others
 Interest to learn
TYPES OF TRAINING & DEVELOPMENT

1. Coaching
56

2. Continuing Professional Development or CPD
3. E-learning aka Online Learning, Distance Learning, Web-Based Learning
4. Executive education
5. Executive development
6. Leadership development
7. Instructional Animation
8. Instructional Design
9. Instructional Strategies
10.Knowledge Management
11.Organizational Learning
12.Organizational knowledge
13.Mentoring
14.Teaching Method
15.Blended learning
16.Outbound Management Development Programmes

TYPES OF TRAINING & DEVELOPMENT

1. Coaching
2. Continuing Professional Development or CPD
3. E-learning aka Online Learning, Distance Learning, Web-Based Learning
4. Executive education
5. Executive development
6. Leadership development
7. Instructional Animation
8. Instructional Design
9. Instructional Strategies
10.Knowledge Management
11.Organizational Learning
12.Organizational knowledge
13.Mentoring
14.Teaching Method
15.Blended learning
16.Outbound Management Development Programmes
17.Performance Management

57

The various forms of Training and development are explained below:

1. Coaching is a method of directing, instructing and training a person or group of
people, with the aim to achieve some goal or develop specific skills. There are
many ways to coach, types of coaching and methods to coaching. Direction
may include motivational speaking. Training may include seminars, workshops,
and supervised practice.
2. Continuing Professional Development (CPD) or Continuing Professional
Education (CPE) is the means by which members of professional associations
maintain, improve and broaden their knowledge and skills and develop the
personal qualities required in their professional lives.CPD is defined as the
holistic commitment to structured skills enhancement and personal or
professional competence.
3. Electronic learning (or e-Learning or eLearning) is a type of education where
the medium of instruction is computer technology. No in-person interaction
may take place in some instances. E-learning is used interchangeably in a wide
variety of contexts. In companies, it refers to the strategies that use the company
network to deliver training courses to employees. In the USA, it is defined as a
planned teaching/learning experience that uses a wide spectrum of technologies,
58

mainly Internet or computer-based, to reach learners at a distance. Lately in
most Universities, e-learning is used to define a specific mode to attend a
course or programmes of study where the students rarely, if ever, attend face-toface for on-campus access to educational facilities, because they study online.
4. Executive Education is the term used for programs at graduate-level business
schools that aim to give classes for Chief Executives and other top managers or
entrepreneurs. These programs do not usually end in a degree, although there is
an ever-growing number of an Executive MBA program that are very similar
and offer a Masters of Business Administration upon completion of the
coursework.

5. Executive development is the whole of activities aimed at developing the skills
and competencies of those that (will) have executive positions in organizations.
While "executive" and "manager" and "leader" are often used interchangeably,
"executive" is commonly used to signify the top 5% to 10% of the organization.
Similarly, "development" and "training" and "education" are often used as
synonyms, however "development" is generally seen as the more encompassing
of the three in terms of activities that build skills and competencies.
6. Leadership development: Leadership development refers to any activity that
enhances the quality of leadership within an individual or organization. These
activities have ranged from MBA style programs offered at university business
schools to high-ropes courses and executive retreats.
7. Instructional Animations are animations that are used either to provide
instructions for immediate performance of a task or to support more permanent
learning of subject matter. While both of these uses can be described as
59

instructional animations, when the goal is to support learning, the term
educational animation may be preferred.
8. Instructional Design is the practice of arranging media (communication
technology) and content to help learners and teachers transfer knowledge most
effectively. The process consists broadly of determining the current state of
learner understanding, defining the end goal of instruction, and creating some
media-based "intervention" to assist in the transition. Ideally the process is
informed by pedagogically tested theories of learning and may take place in
student-only, teacher-led or community-based settings. The outcome of this
instruction may be directly observable and scientifically measured or
completely hidden and assumed.

9. Knowledge Management ('KM') comprises a range of practices used by
organizations to identify, create, represent, distribute and enable adoption of
what it knows, and how it knows it. It has been an established discipline since
1995 with a body of university courses and both professional and academic
journals dedicated to it. Many large companies have resources dedicated to
Knowledge Management, often as a part of 'Information Technology', 'Human
Resource Management' or Business strategy departments. Knowledge
Management is a multi-billion dollar world-wide market.
10.Organizational learning is an area of knowledge within organizational theory
that studies models and theories about the way an organization learns and
adapts. In Organizational development (OD), learning is a characteristic of an
adaptive organization, i.e., an organization that is able to sense changes in
signals from its environment (both internal and external) and adapt accordingly.

60

OD specialists endeavor to assist their clients to learn from experience and
incorporate the learning as feedback into the planning process.
11.Organizational knowledge: What is the nature of knowledge created, traded
and used in organizations? Some of this knowledge can be termed technical –
knowing the meaning of technical words and phrases, being able to read and
make sense of economic data and being able to act on the basis of law-like
generalizations. Scientific knowledge is ‘propositional’; it takes the form of
causal generalizations – whenever A, then B. For example, whenever water
reaches the temperature of 100 degrees, it boils; whenever it boils, it turns into
steam; steam generates pressure when in an enclosed space; pressure drives
engines. And so forth.
12.Mentorship refers to a developmental relationship between a more experienced
mentor and a less experienced partner referred to as a protégé, mentoree, or
(person) being mentored—a person guided and protected by a more prominent
person.
13.Teaching methods are best articulated by answering the questions, "What is the
purpose of education?" and "What are the best ways of achieving these
purposes?". For much of prehistory, educational methods were largely informal,
and consisted of children imitating or modelling their behavior on that of their
elders, learning through observation and play. In this sense the children are the
students, and the elder is the teacher. A teacher creates the course materials to
be taught and then enforces it.
1. Blended Learning is the combination of multiple approaches to learning.
Blended learning can be accomplished through the use of 'blended' virtual and
physical resources. A typical example of this would be a combination of
technology-based materials and face-to-face sessions used together to deliver
instruction. In the strictest sense, blended learning is when an instructor
61

combines two methods of delivery of instruction. However, this term most often
applies to the use of technology on instruction. A good example of blended
learning would be to give a well-structured introductory lesson in the
classroom, and then to provide follow-up materials online.

2. Outbound Management Development Programmes are a training method
for enhancing organizational performance through experiential learning.
These programmes generally revolve around activities designed to improve
leadership, communication skills, planning, change management, delegation,
teamwork, and motivation. Participants are divided into teams and assigned
tasks or activities for completion in a specified time. Achievement and
performance during these activities is reviewed in group discussions to
identify behaviors’ that enhance performance or lead to failure or decreased
performance.
3. Performance measurement is the process of assessing progress toward
achieving predetermined goals. Performance management is building on
that process, adding the relevant communication and action on the progress
achieved against these predetermined goals.
 In network performance management
(a) A set of functions that evaluate and report the behavior of
telecommunications equipment and the effectiveness of the network or network
element and

62

(b) A set of various sub-functions, such as gathering statistical information,
maintaining and examining historical logs, determining system performance
under natural and artificial conditions, and altering system modes of operation.
 In organizational development (OD), performance can be thought of as
Actual Results vs. Desired Results. Any discrepancy, where Actual is less
than Desired, could constitute the performance improvement zone.
Performance management and improvement can be thought of as a cycle:
1. Performance planning: where goals and objectives are established
2. Performance coaching: where a manager intervenes to give feedback and
adjust performance
3. Performance appraisal: where individual performance is formally
documented and feedback delivered
A performance problem is any gap between Desired Results and Actual Results.
Performance improvement is any effort targeted at closing the gap between
Actual Results and Desired Results.

CHAPTER-4
ANALYSIS
1) What is your opinion on training?

OPINION

%AGE

Very Good

46%

Good

28%

63

Bad

10%

Time waste Process

16%

Total

100%

16%
10%

Very Good

46%

Good

28%

Bad
Time waste Process

From graph it can be seen that 46% respondents are in favour of very good
training.
2) Do you feel that training will helpful for individual growth?

OPINION

%AGE

Yes

80%

No

20%

Total

100%

64

20%
YES
80%

NO

From graph it can be seen that majority of the respondents are 80%. Only
20% feel that training will not helpful for individual growth.

3) Did you satisfy with training what company conducted here?

SATISFACTION LEVEL

%AGE

Satisfied

42%

Partially satisfied

23%

Fully satisfied

5%

Partially dissatisfied

28%

Fully dissatisfied

2%

Total

100%

65

Satisfaction Level

5% 2%
28%
23%
42%

Fully Dissatisfied

Partially
Dissatisfied

Satisfied

Partially satisfied

Fully satisfied

From graph it can be seen that majority of the respondents are satisfied with
the Training Program. Only 2% were fully dissatisfied with the Training
programs.
4) Is there any improvement in performance after getting the training?

OPINION

%AGE

Yes

60%

No

40%

Total

100%

66

40%
60%

YES
NO

From graph it can be seen that majority of the respondents are satisfied with
the appraisal system. Only a meagre 40% were dissatisfied with the
Performance Appraisal programs.

5) Who needs much knowledge regarding company and product?

OPINION

%AGE

Agents

50%

Tele Callers

16%

Operation Executives

14%

All

20%

Total

100%
67

20%
50%

14%
16%

Agents
Tele Callers
Operation Executives
All

The needs much knowledge regarding company and products 50% of the
agents.

6) In which areas employee needs training?

AREAS

%AGE

Company Policies And Procedures

16%

Skill Based Training

54%

Problem Solving Skills

8%

All of The Above

22%

Total

100%
68

22%

16%

Company Policies And
Procedures

8%

Skill Based Training

54%

Problem Solving Skills
All of The Above

The training and development is needs to be 54% in the skill based areas.

CHAPTER-5
FINDINGS

69

FINDINGS

 Trained & Developed employees can work more efficiently.

 Training & Development makes employees more loyal to an organization.

 Training & Development makes an employee more useful to a firm.

70

 Training enables employees to secure promotions easily. They can realize
their career goals comfortably and development helps in increase their
morale.

 Employees can avoid mistakes on the job. They can handle jobs with
confidence. They will be more satisfied on their jobs.

 Training & Development can contribute to higher production and fewer
mistakes, greater job satisfaction and lower employee turnover. Also, it can
enable employees to cope up with organizational, social and technological
change.

CHAPTER-6

71

RECOMMENDATIONS

RECOMMENDATIONS

 Create awareness: The Company has to take care of awareness creation
about the products and services among the Advisors/Agents

 Charges: The Company has to reduce the mortality and administration
charges.
72

 The company has to give periodic training.

 Product promotion strategies should be improved.

 Company should consider the present competition and should act according
to the customer needs.

 It should be like long term training like Fundamental Carrier class, Basic
Carrier class which helps the advisors in different stages.

73

CHAPTER-7
CONCLUSION

CONCLUSION

In this Knowledge-based economy, training helps people to learn how to do
the things differently or to the different things and Development is that which helps
in improving the performance of the employees by giving them opportunities for
growth. Products are now increasingly knowledge-intensive; for this employer are
responsible for providing opportunities for continued learning. To cope with the
challenges and competitiveness in the world, every organization needs the services
74

of trained persons for performing the activities in the systemic way. So, training
program plays a key role in individual as well as organizational performance.

LEARNINGS
Learning’s in the on the job training:1) Importance of the training program
2) How the training program will help for the individual as well as
organizational growth.
3) The way to improve communication skills.
4) The way to behave people in corporate world.

75

QUESTIONNAIRE
1. Name:
2. Designation:
3. What is your opinion on training?
Good

Very good

Bad

Time waste process

4. Do you feel that training will helpful for individual growth?
Yes

NO

5. Did you satisfy with training what company conducted here?
Yes

No
76

6. Is there any improvement in performance after getting the training?
Yes

No

7. Who needs much knowledge regarding company and product?
Agents

Tele callers

Operations executives

All

8. In which areas employee needs training?
Company policies and procedures
Skill based training
Problem solving skills
All of the above

REFERENCES

1) Lynton, R.P. and Pareek, U. “Training for development”.
2) Rae, L. “The art of training and development, effective planning”.
3) A hand book of human resource management practice, 8th ed., 2001.

77

78

Sponsor Documents

Or use your account on DocShare.tips

Hide

Forgot your password?

Or register your new account on DocShare.tips

Hide

Lost your password? Please enter your email address. You will receive a link to create a new password.

Back to log-in

Close