I. XYZ Company is a market leader in

       I.           
Introduction

This report looks into the Training and Development practices that take
place in a company to ensure its human capital is equipped with all that is
necessary to achieve company goals. Training and development can be highlighted
as a function that focuses on enhancement of job performance and alignment of
company objectives and available resources. Training and development includes
the improving of skills, knowledge and competencies to equip a group or
individual with what is needed to achieve the job requirements.

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II.           
CompanyProfile

XYZ Company is a market leader in the industry of department stores. We
have 5 department store that sell a variety of products including perfumes,
clothing, accessories and beauty products. We value quality empowerment, and
providing exceptional customer service. Our mission is to provide incomparable
service every day for every customer and our mission is to work hard to make
decisions that will best serve our customers. The most valuable asset of XYZ is
its dedicated workforce who work hard to ensure that our services meet the
expectations of our customers.

 III.           
Statement of HR Policy on
Training and Development

Scope

This policy shall apply to all staff in XYZ Company.

Purpose

The purpose of the policy is to develop the framework that facilitate,
govern and increase the effectiveness of training and development activities in
the company.

Policy Statement

·        
XYZ believes that
in order to achieve its strategy, all efforts must be supported by continuous
development of the employees. Training and development efforts were all
designed to make sure that all employees are capable of excelling in their
roles and are capable of meeting the requirements of the surrounding
environments. XYZ focuses on long-term career development efforts to meet the
employee personal objectives and the company objectives.

·        
The training and
development is a responsibility that everyone in the company shall share
including managers, employees, supervisors, etc. and development efforts shall
be communicated to and made available for all.

·        
XYZ supports
learning and is an encourager for continuous development, however all trainings
are associated with a cost, thus the cost of the training must justify the
ultimate benefit the training will deliver.

·        
The purpose for
training and development is to ensure that all employees are equipped with the
necessary knowledge and competencies to meet the job requirements. The need for
development can come from an individual employee, team, department or
companywide.

·        
Employees and
managers must discuss the training and development needs and the objectives
that must be met.

·        
Development
requirements may be influenced by the need of an individual to advance and
develop his/her knowledge or competencies.

·        
The needs to
develop may be recognized by a manager or employee at any time. Thus it is
important to identify the need for development in order to achieve the desired
objectives which may be influenced by changes in the content or the way a job
must be done, filling a new vacancy, desire for career development or employee
not meeting his/her current job requirements.

·        
The
personal/individual development plan must include the objectives assigned by
employees and agreed by employee and manager. The objectives must be clear,
must specify the timeframe and highlight expected outcomes.

·        
Methods of
training and development must all be evaluated in terms of benefit, suitability
and cost and the method of training and development must be chosen based on the
situation and the area of training.

·        
When selecting a
training and development method, the preference of employees, cost, needs,
restrains and company needs must be considered and the method that provides a
balance between all of the factors must be considered.

·        
In case an
employee withdraws from training or development, the employee shall incur the
cost if the reason for withdrawal was personal. However, if the employee
withdrew due to company influenced reason then XYZ shall incur the cost of
cancellation or any other costs associated with cancellation.

·        
Despite the fact
that development happens informally on day-to-day basis, the informal
development should not be depended on as a development method.

 IV.           
Training Needs Assessment
(Form)

Employee Details

Name: _______________________________________________________________________________

Position:
_____________________________________________________________________________

Department:
__________________________________________________________________________

ContactDetail: ________________________________________________________________________

ManagerName:
_______________________________________________________________________

TrainingNeedsAnalysisConductedby:
_____________________________________________________

Please answer the following questions:

What are your duties and responsibilities in your current job? Please
list the important and critical duties and responsibilities.

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Please list your educational experiences (Universities/Collage/Schools
attended)

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

How many years of experience do you have in working in your current
field of work?

_______________________________________________________________________________

How long have you been in your current position?

_______________________________________________________________________________

Courses/Trainings Attended

Kindly rate the relevance of the training courses you received during
the past 2 years. Assess the relevance based on the following ratings:

–         
0: Training was
not relevant to your job

–         
1: Training was
somewhat relevant to your job

–         
2: Training was
highly relevant to your job

 

Training Area

Length of
Training

# of Trainings

Relevance

0

1

2

Complaint Resolution

 

 

 

 

 

Gaining Customer Loyalty

 

 

 

 

 

Managing Customer Expectations

 

 

 

 

 

Cross Selling and Up Selling

 

 

 

 

 

Generating Customer Interest

 

 

 

 

 

Providing Exceptional Customer Service

 

 

 

 

 

Telephone Selling Skills

 

 

 

 

 

Time Management

 

 

 

 

 

Effective Communication

 

 

 

 

 

 

Needed Trainings

Highlight the following training areas as per their relevance to your
job. Kindly follow the following rating criteria:

–         
0: Training was
not relevant to your job

–         
1: Training was
somewhat relevant to your job

–         
2: Training was
highly relevant to your job

 

Training Area

Relevance

0

1

2

Complaint Resolution

 

 

 

Gaining Customer Loyalty

 

 

 

Managing Customer Expectations

 

 

 

Cross Selling and Up Selling

 

 

 

Generating Customer Interest

 

 

 

Providing Exceptional Customer Service

 

 

 

Telephone Selling Skills

 

 

 

Time Management

 

 

 

Effective Communication

 

 

 

 

What do you want to achieve in the coming period?

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Where do you see your career in the coming 2 years?

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What other trainings or courses do you think are highly relevant and
beneficial for helping you excel in your current job?

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

 

Employee Signature:
___________________________________________________________________

Training Needs Analysis Conductor Signature:
______________________________________________

Manager Signature: ___________________________________________________________________

 

 

   
V.           
Training Program

After conducting the training needs analysis and identifying areas where
development is needed, the learning objectives are developed to guide the
development of the training program. The following is a training program
developed for customer service representative:

Framework of
Training

Plan

Training Title

Cross Selling and Up Selling

Delivery Method

Off the Job Training

Budget (per person)

User Fee: BD 50 per person

Delivery Style

Special institute will coordinate the training course

Audience

Customer Service Representatives

Goals and Objectives of Learning

·        
Learn the basis
of cross selling
·        
Learn the basis
of up selling

Timeframe

5 Hours every day for one week

Communication

Employees and managers will be informed by email

Measurement Method

Assessment at the end of the training course

 

Framework of
Training

Plan

Training Title

Gaining Customer Loyalty

Delivery Method

Web-based Training Program

Budget (per person)

User Fee: BD 10 per person

Delivery Style

Online training course with online assessment

Audience

Customer Service Representatives

Goals and Objectives of Learning

·        
Understand how
to gain customer loyalty
·        
Know the
mechanisms of gaining customer loyalty

Timeframe

2 Hours every day for one week

Communication

Employees and managers will be informed by email

Measurement Method

Online Assessment

 

 VI.           
Training Evaluation (Form)

EmployeeName:
____________________________________

Date:
_____________________________________________

TrainingTitle: ______________________________________

Trainer/InstructorName: _____________________________

 

Please
evaluate the following:

 

Strongly Agree

Agree

Neutral

Disagree

Strongly Disagree

I received
a clear explanation of the training objective

?

?

?

?

?

I was
encouraged to participate and interact

?

?

?

?

?

I found
the material of the course to be relevant to my job

?

?

?

?

?

I found
the content to be organized and can be followed easily 

?

?

?

?

?

I found
the material of the course to be useful

?

?

?

?

?

The
training received is beneficial for my job

?

?

?

?

?

The
trainer is educated and well-informed

?

?

?

?

?

The
timeframe of the training was suitable and sufficient

?

?

?

?

?

The
training facilities were sufficient and comfortable 

?

?

?

?

?

 

In terms of
impact on job, what are the most important topics highlighted in the training
course in your opinion?

_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What factors
of the training did you find that needed improvement?

_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What other
training course would you like to receive?

_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What are
your comments on the training course overall?

_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

 

VII.           
Conclusion

In conclusion, this report looked into the profile of XYZ company
along with the policy that governs training and development as an HR function,
the report also looked into the Training Needs Analysis form, training program
and training evaluation form. Despite the fact that training and development
may seem to follow a solid format, the development of training and development
framework shall be done after carefully considering the company goals and
overall strategy. Although training and development is highly beneficial, there
are scenarios in which we think training might not be the right choice.
Furthermore, it is important to analyze the reason behind the need for training
because, in some situation, training might not be useful. For instant, an employee
may be registered for sales training due to his under performance which is
actually driven from lack of self-esteem. This could result in waste of time,
money and effort rather than an increase in employee sales records.