Human Resource Development

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MOHAMED SHAHIM
HUMAN RESOURCE DEVELOPMENT

BBDH4103

BHRM BATCH 05

S - 1308021850
VILLA COLLEGE
OPEN UNIVERSITY MALAYSIA
FACULTY OF BUSINESS MANAGEMENT

MOHAMED SHAHIM

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MOHAMED SHAHIM
HUMAN RESOURCE DEVELOPMENT

CONTENTS

ABSTRACT ........................................................................................................................ 3
1.

Introduction ................................................................................................................. 4

2.

analysis of the training process of ministry of health ................................................. 5

3.

2.1

ANALYSIS PHASE .............................................................................................. 6

2.2

DESIGNING PHASE............................................................................................ 7

2.3

DELIVERING THE TRAINING PROGRAMME ............................................. 9

2.4

EVALUATING THE TRAINING PROGRAMME .......................................... 10

advantages of conducting customer Care service training programme for the

employees of MOH ............................................................................................................ 11
4.

reasons for customer service training programme ................................................... 13

5.

summary ..................................................................................................................... 15

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MOHAMED SHAHIM
HUMAN RESOURCE DEVELOPMENT

ABSTRACT
This assignment is part of the final mark up for the Human Resource Development
Module. In this assignment I will be discussing about the training process of the Ministry of
Health, in which I will be highlighting the steps in the training process of the Organization.
Training is the process of enhancing the skills, capabilities and knowledge of employees for
doing a particular job. Hence, training is considered as one the most important process carried
out inorder for the success for an organization. Therefore, advantages as well as disadvantages
of the training programmes for the employees and a detailed explanation of the importance of
training programmes for the employees will be followed as well. Also, a summary of the essay
will be discussed to end the essay.

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MOHAMED SHAHIM
HUMAN RESOURCE DEVELOPMENT

1. INTRODUCTION
 Introduction of Ministry of Health (MOH)
Ministry of Health is established inorder for the health, well-being and social protection
of the people of the Republic of Maldives. Its mission is to provide accessible and quality
healthcare services and drug rehabilitation services and to strengthen the mechanisms for
protecting the rights of the children, women, and persons with disabilities of the Maldives.
Ministry of Health’s vision is to make the Maldives a good model society of socially protected
and healthy individuals who are aware, who value their family ties and live a healthy satisfying
lives.
Ministry of Health consists of more than 7000 employees including the departments
under Ministry of Health and all the Government health facilities all around the Maldives.
Departments include; Health Protection Agency and Maldives Food and Drug Authority.
Health facilities includes Regional hospitals, Atoll hospitals and Health centers.

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MOHAMED SHAHIM
HUMAN RESOURCE DEVELOPMENT

2. ANALYSIS OF THE TRAINING PROCESS OF MINISTRY
OF HEALTH
A training programme is a very necessary tool for the growth as well as the well-being
of any organization. The main capital of any organization includes people, machineries and the
materials used in that organization. And of all those, people are the most valuable resource of
the organization. Any organization’s growth and the effectiveness depends on the capability of
its employees. Hence, to improve the competence of the employees, training programmes are
being conducted by the organizations.
A training process of any organization is classified into four steps; Needs analysis
phase, Design phase, Implementation phase and finally Evaluation phase.

Figure 1.1: Steps in a training process
(Source: http://www.popularwoodworkingprojects.com/training-process-model.html)

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HUMAN RESOURCE DEVELOPMENT

Ministry of Health has a specific division in order to carry out the training programmes
for the employees. Under the supervision of the Deputy Director General of the Human
Resource Department of Ministry of Health, there is a Training Division, which again has a
specific Assistant Director to analyze and to evaluate the effectiveness of the training processes
carried out. But in this assignment, I am going to discuss about a training programme conducted
the Administration Division of the Ministry of Health in collaboration with the Training
Division.
2.1 ANALYSIS PHASE

When an organization decides to conduct a training programme for its employees an
analysis is carried out. It is called the need analysis. Or in other words, training needs
identification. This is the starting point of any training process. According to (Infande, n.d.),
the

main objective in establishing a needs analysis is to find out the answers to the following

questions:
 “Why” is training needed?
 “What” type of training is needed?
 “When” is the training needed?
 “Where” is the training needed?
 “Who” needs the training? And "Who" will conduct the training?
 “How” will the training be performed?
In order to decide on the type of the training programme needed for the employees,
Administration Division did an analysis of the whole organization. During this analysis,
Administration Division did a survey on the employees regarding their problems and issues.

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HUMAN RESOURCE DEVELOPMENT

Furthermore, they did a survey on the customers with regarding the customer service and the
employee’s behaviors and attitude towards the customers during their phone conversations, as
well as when dealing with the customers directly. And inorder to improve the customer service
provided by the employees, Administration Division decided to conduct a Customer service
training programme for the employees who are supposed to deal directly with the employees
directly either by phone conversation or face-to-face, on a daily basis. This is mainly due to
improve the service provided by the organization and to satisfy the customers with their needs.
And also, the Ministry has many employees (working as Administrative Officers) who does
not have any training regarding Customer Service, who actually are A’ level completed people.
Another reason why the Administration Division decided to conduct a Customer Service
training is inorder to give necessary training on Customer Service and to improve the skills of
those employees.
Customer service provided by an organization reflects directly on the organization.
Meaning to say that, when a customer comes to an organization to clarify some information,
and say if the person to provide that information answered to his questions in a bad manner or
perhaps in a boring mood, the customer will not be satisfied. In fact, he will be thinking that
the organization does not take any necessary steps in satisfying the customer needs.
2.2 DESIGNING PHASE

Now that a type of a training programme needed, target group, where to conduct the
training, and who is going to perform the training was decided, the next step was to develop
the training manuals and the training programme as a whole.

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HUMAN RESOURCE DEVELOPMENT

During this step the organization mainly decides the objectives of the training, prepare
the training plan and the materials needed for the training and manage the logistics. This phase
of the training is also called as the designing phase of the training programme. This is where
the organization or the people who actually conduct the training programme decides on the
thrust of the training programme, meaning that whether the purpose of the training is to increase
the knowledge of the employees, or equip them with specific skills for a certain task or to
change their attitude.
According to (Yumna, 2015), who was in charge of the training programme conducted,
some of the main objectives of the Customer Service Training Programme are;
 To aware the employees regarding the importance of a good customer care
service provided,
 To train the employees on how to deal with different types of customers,
 To discuss the barriers and issues faced by the employees when it comes to
proving service to the customers and to overcome those barriers and issues, and
 To help the employees to build their self-confidence when it comes to dealing
with the customers.
Agenda for the training programme is also prepared during this phase of the training.
Likewise, the Administration division also prepared an agenda for the Customer Care Training
Programme. An agenda shows the schedule of the training programme. It gives the trainee as
well as the employees who are to train a brief idea about what is going to be next on the
schedule and how exactly the train is planned.
Agenda for the Customer Service Training Programme is shown in the below figure
1.2.

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Figure 1.2: Agenda for the Customer Service Training Programme conducted by the MOH

2.3 DELIVERING THE TRAINING PROGRAMME
This step is responsible for the instruction and delivery of the training programme. Once
you have designated your trainers, the training technique must be decided. One-on-one training,
on-the-job training, group training, seminars, and workshops are the most popular methods.
During this phase, Administration Division decided on a way to conduct the training
for the employees. There were several arguments regarding the time and a place to conduct the
training programme. This was because there were several number of employees and plus the
training cannot be conducted in a working day. So the Administration Division decided to
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conduct the training on Saturday and since there were several employees, they also decided to
conduct the training programme on two days. Meaning that, the same training programme is to
be conducted for the two batches of employees on two consecutive Saturdays.
And since there was no qualified instructor regarding the Customer Care Training, the
Administration decided to outsource the training programme. And luckily they were able to get
a qualified trainee, for the Customer Service Training programme who was willing to do it for
free.

2.4 EVALUATING THE TRAINING PROGRAMME
Importance of this process is to determine the effectiveness of the conducted training
programme. And this process is mainly considered as critical after every training programme.
Because, without a proper evaluation of the conducted training programme, the trainer as well
as the trainee does not have a true indication of the effectiveness of the training.

During the evaluation phase, a daily summary of the training programme is prepared,
and at the end of the training programme, a thorough evaluation of the whole training was
conducted. Inorder to do this the trainer handed over a set of questionnaires to the employees.
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HUMAN RESOURCE DEVELOPMENT

Questionnaire included how well the presentations were, how informative the trainer was and
how informative the sessions went, etc.

And finally, the training programme was concluded with a small closing ceremony,
where all the participants and the trainer being awarded with the participation certificates.

3. ADVANTAGES OF CONDUCTING CUSTOMER CARE
SERVICE TRAINING PROGRAMME FOR THE
EMPLOYEES OF MOH
As mentioned in the above, a training programme plays the most essential role in the
growth of any organization. And every training programme has several advantages; likewise
the Customer Care Service Training Programme has several advantages. Some of them are;
 KNOW HOW TO DEAL WITH THE DIFFERENT KINDS OF CUSTOMERS
Dealing with people, satisfying their needs is one of the most complicated things that
anyone would face. Because, they have different styles. And you cannot deal with them like
how you deal with others. You will have to use different approaches. And with this training
programme, participants were able to understand the approaches to use when dealing with
different customers. This training programme also helps the participants to control their
emotions, and how control their gestures during different kinds of situations that they face
when dealing with different types of customers.
 KNOW HOW TO COMMUNICATE THROUGH PHONE AND IN DURING
FACE-TO-FACE CONVERSATIONS
This training programmes teaches the participants on how to communicate with people
politely even when the customers are furious either during phone conversations or during the
real life incidents. Mostly when a customer is furious or angry, employees panic or react in a
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HUMAN RESOURCE DEVELOPMENT

way that the customer gets more furious. So, the trainer taught the participants regarding the
controlling of themselves and how to communicate when those situations occur.
 HELPS TO IMPROVE STAFF’S CUSTOMER SERVICE QUALITY
The main purpose of this training is to build a good, qualified staffs who are confident
enough to deal with any kind of customers. Since human resource, man-power is the key to
every organization’s success and its growth, developing its employees is the only way to
achieve the organization’s mission and vision. And it is every organization’s dream to increase
the number of customers or in the case of Health Ministry, to satisfy the customer needs and to
clarify their doubts and information that they seek. Thus, the Customer Service Training
programme helps the participants to build their confident and to improve their knowledge on
customer service and to use those knowledge and experience in real life.
 IT HELPS TO IMPROVE CUSTOMER SATISFACTION TOWARDS THE
MINISTRY
Every customer expects a good customer service from where they receive any service.
So, improving the quality of the customer service provided, increases the customer satisfaction,
and loyalty towards the organization. A good customer service helps to resolve their issues,
and finally it helps to minimize the number of return calls.

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MOHAMED SHAHIM
HUMAN RESOURCE DEVELOPMENT

4. REASONS FOR CUSTOMER SERVICE TRAINING
PROGRAMME
Every organization has a specific vision and missions. Inorder to achieve those
organizational goals and aims, every organization has to provide a good, quality service to its
employees. Every organization’s growth and success depends on how much the customers are
satisfied with the organization or the service provided by the organization. Hence, it is very
important to improve organization’s customer service provided to its customers.
Ministry of Health has a huge role in the society. Its vision is to provide a good quality,
affordable health service to the whole country. A survey done by the Administration Division
shows that the Ministry of Health’s reception receives more than 300 phone calls per day. It is
mostly from Atoll Health Facilities and different customers calling regarding different needs.
So, think if a good customer service training is not been provided to them, they would keep
calling again and again. Therefore, inorder to reduce such issues and to provide a good,
satisfying service to the customers who call and wait in the queue line to receive the service
from the Ministry, Administration Division decided to conduct the Customer Service Training
Programme for its employees.
Most importantly, to discuss the issues and problems faced by the employees and to
help them how to resolve those issues is one of the most important reasons for conducting a
Customer Service Training Programme. Since those employees have been working in the
Ministry, they should have faced several issues, and to help them to resolve and to gain
knowledge regarding such issues from a professional who is qualified in the field, will help the
staffs more effective than them trying to resolve them by themselves.

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HUMAN RESOURCE DEVELOPMENT

Finally, Customer Service Training Programme can help the employees in several
ways. Because, no matter where you work, or what post you are working in, you would still be
needing that in every part of your life. This training will help the staffs to build their career and
to improve their knowledge and skills in the field.

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HUMAN RESOURCE DEVELOPMENT

5. SUMMARY
Training programmes are relevant to any organization. It helps the organization to
achieve its goals by developing its Human Resources. Thus training plays a vital role in the
growth and success of the organization.
Ministry of Health is mainly a service based organization. And inorder to improve to
satisfy the services provided to the customers Ministry decided to conduct a Customer Service
Training Programme to the employees. When conducting a training programme, there are four
main steps; Need Analysis phase, Designing of the Training Programme phase, Implementation
phase and finally Evaluation of the training programme. After deciding on the Customer
Service Training Programme to be conducted to the employees, Administration Division
decided on a place, a time, and decided on how to conduct the training programme in the
Evaluation phase of the training programme. Secondly, they prepared all the necessary
arrangements to conduct the training programme; such as notes, required information and the
agenda of the training programme. After conducting the training programme, inorder to
evaluate the progress or the effectiveness of the training programme, a set of questionnaires
were being distributed to the staffs.
Customer Service Training Programme has several advantages. Some of them are; it
helps the staffs to improve their skills on dealing with different kinds of customers, to improve
their communication skills either by phone or in real situations, it also helps the staffs to
acknowledge on the customer service and to use that in different parts of their lives and finally
to improve the customer satisfaction by providing a good customer service to the customers.

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HUMAN RESOURCE DEVELOPMENT

6. REFERENCES
Infande, D. A. (n.d.). THE FOUR BASIC STEPS IN THE TRAINING PROCESS. Retrieved
from SelfGrowth.com: http://www.selfgrowth.com/articles/Infande4.html
woodproject. (2014, August 2). training process model. Retrieved from POPULAR
WOODWORKING PROJECTS:
http://www.popularwoodworkingprojects.com/training-process-model.html
Yumna, F. (2015, February 25). Customer Service Training Program . (M. Shahim,
Interviewer)

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