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To maintain a successful business organization, it is very important to train people doing what they are best at. Employees in Barclays Bank are facing many problems to cope with their work due to lack of training and motivation in their work place. As a result they are not performing well at work and due to lack of effective communication towards customers the Bank is losing customers and many customers are shifting where they are getting a good service and a better treatment with well trained employees. If this problem is not handled and tackled, it can have a bad reputation about the company and its employees. Thus, it is very important to train the existing employees as well as the new employees in order to improve performance on the present job. It is important to carry out a training need assessment in the bank in order to identify the training goal, that is, what areas of knowledge or skills that training needs to accomplish with the employees so that the employees can meet the organizational goal by improving their standard of performance. The objectives of conducting a training need assessment is to determine what training is relevant to the employees job, to determine what training will improve performance, to determine if training will make a difference, to distinguish training needs from organizational problems and to link improved job performance with the organization's goals and bottom line. It will be significant to collect data using Non- probability sampling which are those methods which do not provide every item in the universe with a known chance of being included in the sample. This method is simple and relatively cheap and quick. It will be useful to analyze data through judgement sampling, in which the choice of sample items depends exclusively on the judgement of the investigator. The investigator exercises his judgement in the choice and includes those items in the sample which he thinks are the most typical of the universe with regard to the characteristics under investigation. By using this method, there are lesser chances of having people who will distort the data. The significance of this study will improve and boost employees' morale, communications, computer skills, customer service, human relation, quality initiatives, safety as well as diversity and ethics.
Table of content 2
Statement of problem 3
2.1 Background 4
2.2 Research problem 5
2.3 Research purpose 5
2.4 Research objectives 5
2.5 Research questions 5
Significance of the study 6
Literature review 6-8
Research methodology 9
5.1 Research design 9
5.2 Sampling strategy 9
5.3 Data collection instrument 9
5.4 Data analysis 9
Validity and Reliability 10
Ethical consideration 10
Appendix A 13-14
10.1 Appendix B 15-19
To start with, all individuals have a need for training. New professional staff may need to undergo additional programs of training to enable them to improve their professional qualification. Certain individuals may need training for a specific purpose, the development of a new service, taking on a new role in the organization or preparing for retirement.
But in a world, development and promotion happen rarely, everyone still needs training, or rather needs it even more; if a job at any level becomes drudgery, then it cannot be effectively performer. The role of training is to develop the critical awareness of staff.
Employees are the asset of an organization. According to Professor Jeff Pfeffer (Stanford University 2000) 'treating employees well produces higher organizational performance." Giving employees training and developing their ability to become more knowledgeable and skillful is the duty of a manager.
Therefore, the term training refers to the acquisition of knowledge, skills, and competencies as a result of the teaching of vocational or practical skills and knowledge that relate to specific useful competencies. It is a learning process that involves the acquisition of knowledge, sharpening of skills, concepts, rules, or changing of attitudes and behaviours to enhance the performance of employees. According to Edwin B. Flippo (author of Principles of Personnel Management) "Training is the act of increasing the knowledge and skill of an employee for doing a particular job."
Statement of the problem
This study will be conducted to obtain a clearer understanding of the training need assessment of the employees. During personal observation at the Barclays Bank, the employees appeared to be dissatisfied and not motivated: this study will be conducted to obtain a more cleared understanding of the need for training of the employees.
The problem the employees in Barclays bank are facing is that, they do not have the confidence and trust among themselves. They are not productive and motivated to work in such a dynamic bank. As a result the bank is losing customers due to lack of effective communication toward the customers and the customers are shifting to other bank where they are getting a better service and better treatment with very trained employees. The employees are not being able to handle the pressure of work and this is resulting in higher mistake by the new employees as well as existing employees. The employees are not being able to adapt to the work environment. It may be also that the organization believes that training is a very costly affairs and waste of time and money due to which the employees have not yet understand their role in the Bank. The employees lack of skills and are not performing the work efficiently. The employees do not have a good relation with the management and thus they are not being able to adopt new techniques to perform better. There is no team spirit and team work among the employees due to lack of training.
Barclay's presence in Mauritius dates back to 1919, and ever since then, the bank has played a key role in the expansion of business on the island. The excellent reputation Barclays Mauritius has established since nearly ninety years is based on its substantial capital resources, high credit rating and group financial strength. Barclays in Mauritius operates as a branch of Barclays PLC (UK) and is present in both the domestic and international divisions of the financial sector.
In its 93 years of operation Barclays in Mauritius provides a range of banking services to personal and corporate customers. Personal services include a range of current and savings accounts, foreign currency accounts, loans - including home loans and multi-purpose loans, credit cards, ATMs, and telephone banking. Business services include lending products, trade and export finance and many specialist services such as treasury, foreign exchange and capital markets capability. Barclays Mauritius is also present in the asset finance (leasing) business through the Barclays Leasing Company Ltd.
Due to a rapid change in technology in the workplace, Barclays has not been able to cope with competition. Although being honored and proud to be designated "Bank of the year 2011" in the Mauritius prestige magazine "The Banker" the employees are not performing as better due to lack of training in certain domain. As a result, the financial investigator dealt with 11, 524 complaints about Barclays with 84% of customer cases. The customers also complain about problems when they tried to use the banks online or in branch system.
Therefore, making a decision about the right training for the bank depends on a number of factors such as, identifying business needs, the needs of the employees and recognition of existing skill levels.
An assessment of the training needs will help to identify the gaps in skills and knowledge that are vital for the organization. The analysis can be in the form of questionnaires, interviews, observation.
When evaluating the training that's required to achieve the business goal, it is important to identify the training needs of the employees. There are training options for all staff- from entry level workers to board level executives and training needs vary based upon how the business is structured and how responsibilities are shared and distributed. First the nature of the employees work and the competencies that the business requires to run efficiently should be assessed.
Moreover, employee training is an important factor for Barclays bank as it helps to keep employees and organizational goals aligned. Training is now considered as more of retention tool than a cost. The training system in Mauritian banking has been changed to create a smarter workforce and to yield the best result. The principal objective of training is to make sure the availability of a skilled and willing workforce to an organization.
To choose the right training for the bank, the numerous options available should be taken into consideration. These include apprenticeships, traineeships, vocational education, and the availability of training for specific needs employees.
Due to lack of training the employees are making many mistakes and the bank is receiving many customer complains and also the bank is losing customers to other competitive bank.
The aim of the study is to develop individual understanding of the importance of training need assessment in the organization. The result of the study will help Human Resource Management to implement new strategies bring forward innovative ideas in the field of employee benefit concern. This study will help employees to perform their task efficiently and precisely and also to acquire the necessary training in order to work speedily and improves the good relation between employees and management.
Broadly the objectives can be stated as:
To build up second line workers and prepare them to shoulder additional responsibilities.
To build up necessary skills of new workers.
To impart customer education.
To promote team spirit and team work.
To improve the employee performance to attain the desired goal.
To assess the business needs the following question should be considered:
What potential business areas can benefit from training?
What does the Barclays bank want to achieve from investing in training?
How much time, equipment, money and other resources are needed to allocate to training?
What does the Bank expect will be the level of staff involvement in training?
Significance of the study
This study is being done to show the importance of employees training needs in the banking sector. The success of any company is directly linked to the training of the employees who embody that company; that retaining talented people is critical to the success of any organization and that no matter how temporarily challenged the economy may be, ultimately a company's most talented performers always have other employment options. (Freeman 2005). So it is important for business organization to always bear this in mind.
This study is significant because it will provide empherical data on how organization develops and manages relationship with their strategy. In this study it would be useful for the researcher who is interested in employee training and it implication for organization building relationship. In the service sector, the current training system is being criticized as the current system does not link employee performance to link population to the overall strategy. One of the essential elements of the new performance training system will motivate employee to an innovative environment.
4. Literature review
The banking sector of Mauritius is playing an important role and playing as a leader in the financial, commercial and industrial activities. According to Decenzo & Robins (2003) "training brings about the changes in ability, awareness, approach and behavior". Besides, Griffin (2003) supports training usually in human resources management perspective refers to teaching operational and technical employees as to how to do the job for which they were hired. Moreover, Mathis & Jackson (2004) state 'training as a procedure whereby people obtain capabilities to assist in the accomplishment of organizational objectives'. Besides, McGehee and Thayer (1999) support training as, "the formal procedures a company uses to facilitate employees' learning so that their resultant behavior contributes to attainment of the company's goals and objectives". According to Goldstein, 2001, training is a systematic approach to skill and knowledge acquisition or attitudinal enhancement that improves performance. Therefore, Rothwell, (2002) indicates effective training as systematically designed learning, based on a complete analysis of job requirements and trainee compatibility. This elucidation involves a clear training process; one highly viewed model for accounting the systematic development programs is the instruction design process. This model shows that there must be a logical flow in training practice moving from planning to implementation and to evaluation. The instructional design process rotates around three important steps; needs assessment, training design and training evaluation. The process is shown in the diagram below:
Source: Rothwell (2002)
Training needs assessment is often regarded as a symptomatic process that occurs before training. According to Kozlowski & Salas, 2003 the purpose of formal needs assessment is to identify the training targets. In the past, there has been disagreement about the appropriate language to describe this process. Some authors choose to distinguish needs assessment from needs analysis. For instance, Kaufman and Valentine (1999) refer to needs assessment as the process for identifying and prioritizing gaps in performance. So, once training has been conducted, a comprehensive evaluation should follow. The primary purposes of training evaluation are to examine the viability, success rate and utility of implemented training programs. Without this information, no clear conclusions about the effectiveness of programs can be made. Nor can organizations make informed decisions regarding where to make revisions or updates to current programs (Robbins and Coulter, 2005). Although the terms training evaluation and effectiveness are sometimes used interchangeably, several authors have noted subtle differences. Kraigeret et al. 2003, state that training effectiveness is a broad construct that identifies situational or contextual factors impacting learning, retention and transfer. This focus is critical for uncovering whether a training program was effective or ineffective due to characteristics of the program or to factors outside the control of the training system (Ford, 2006). Training evaluation is concerned with the achievement of a desired level of proficiency and the attainment of requisite knowledge and skills. Therefore, training evaluation is a two-fold process that involves establishing indicators of learning or training transfer and finding precisely what job concerned changes have occurred as a result of training (Goldstein, 2001). Moreover, the most widely-used evaluation model was developed and revised by Kirkpatrick (1994). In this model, training may be evaluated at four different levels. Firstly, evaluation centers around the general affective reaction participants have to the program. Secondly, evaluation focuses on demonstrated mastery of concepts in training. Thirdly, evaluations go a bit further and focus on a demonstrated behavior change on the job. And finally, training is assessed by whether or not it impacts organizational results. In recent years, this classification has been expanded to include additional appraising standards such as return on investment (ROI) and cost/utility analyses (Phillips, 2002). The diagram below is the evaluation model:
Source: Kirkpatrick (1994)
Therefore, the choice of the most appropriate level of evaluation is related to the ultimate goals of the training and evaluation efforts. For example, in some instances, it may be sufficient to only determine if trainees actually acquired knowledge and skill during the training intervention. The more likely scenario is one in which the organization would like to determine if what has been learned in training is actually used on the job. Hence, it is clear that the training function for most organizations is not as effective or efficient as it could be. To truly be effective or successful, training programs must incorporate more of the established best practices. All of the steps in the process are important (Tyson, 2006). However, Goldstein (2001) claims that, of all of the best practices, needs assessment is probably the most important part of the process. Therefore, training needs assessment is the foundation of the entire instructional design process. It establishes the content of subsequent training. If not done correctly, or at all, the job-relatedness, effectiveness and validity of any training program is threatened. In addition, needs assessment provides a database to support or justify resource allocation for other human resource functions.
Therefore, it is important to carry out a training assessment in Barclays so as to improve efficiency and to develop the employee's skills and make them become more dynamic and motivated to work. If a training need assessment is not carried out, the employees will continuously repeat the same mistakes each and every time and this will affect the company turnover and it can tarnish the company image as well. Through training the employees will find the best level to perform excellently and they will even boost their chance to promotion by working very hard and even help the organization to attain its objectives. The training session is the best way to identify which people is best at what job. The managers can delegate some of responsibilities to the employees by giving them a work assignment in order to work in group to boost their team spirit. By using the various method of training, the company can train their employees as without them the company cannot operate. No doubts, the training session will improve the employees communication skills and morale. The training need assessment will prove beneficial to bring back Barclays bank on the top where it was for several years.
5. Research methodology and Research design
Robert K. Yin (1984:23) point out methodology refers as an empirical inquiry that investigates a contemporary phenomenon within its real-life context. This chapter state that methods used for the study. For this study it will be beneficial to use quantitative approach, which we can measure.
5.1 Research Design
An extremely important feature must be used for the appropriate method. If problem is defined correctly, then it would be easier to select the precise objectives for the research; now it is possible to prepare the research design. The function of research design is to provide for the collection of relevant information with minimal expenditure of efforts, time and money. The preparation of information research design, appropriate for a particular research problem, involves the following consideration:
Objectives of the research design
Method of data collection to be adopted
Source of information-sample design
Tool for data collection
5.2 Sampling strategy
The judgment sampling method is used which involves the selection of a group from the population on the basis of available information thought. This sampling is used in this study because knowledge of the researchers can be best used in this technique of sampling and this technique of sampling is also economical.
5.3 Data collection instrument
This paper has been prepared trusting on primary and secondary data. Primary data will be obtained through a sample survey via email questionnaires to the respondents of Barclays. Besides, interviews will be conducted with the concerned personnel of this bank by over telephone. The participants will be the Executive Officer, Senior Executive Officer and Officer of Barclays. The design of the questionnaire involves close ended questionnaire. The secondary sources of information will be the various publications of Barclays Bank, journals, books, newspapers, magazines and websites.
5.4 Data analysis
The Microsoft Excel will be used in the project for analyzing the data collected by means of the questionnaire. The data will be analyzed by applying a statistical formula which is graphically presented through charts, tables and image etc. However, the researchers will face few limitations because the information of that bank has a great confidentiality as a result the
Participants may ignore to disclose some information. Therefore, the researchers have to maintain confidentiality in the data analysis section.
6. Validity and Reliability
In carrying out this study, special attention has been attributed to the validity and reliability of the research. Validity is concerned with the truthfulness of the information generated. It is also concerned with the degree to which the study carried out clearly and accurately assesses the concept, which in this context is to carry out a training need assessment in Barclays Bank in Mauritius. It has been ensured that the study is both reliable and valid. To achieve the validity of the study, the research design has been properly planned, achieving internal validity and by using a normal questionnaire for the different category of the sample, the error rate has been minimized achieving external validity.
Reliability refers to the fact that the same results would be obtained when the survey is carried out again, has been carefully considered and ensured by carrying out the survey in a consistent way. The quality of the measurement has been ensured by asking the appropriate questions which are expected to generate the required pieces of information. In this manner, the reliability has been tried to achieve by ensuring consistency of the measurement used.
In other words, it can be said that reliability is concerned with accuracy of the actual measuring instrument used, the questionnaire, and validity deals with ensuring that the researcher has been able to measure the initial objective that he intended to assess.
7. Ethical consideration
In carrying out the research project, it has been ensured that all ethical issues have been considered. Firstly, all the information obtained from the work of other researchers has been clearly indicated and the sources have been properly stated. The use of one's own style of writing and presentations has been used. The sources of information have been used in a wise manner so as to better emphasize on the matter under consideration. The sample has been carefully selected so as to meet the objectives of the research work and also which would be representative of the overall population and the proper sampling method has been described clearly.
To conclude it can be said that, Barclays have their own training institute, management attitude is very positive for training support and budget incentives are given for trainees, and overseas training opportunity. However, there is a lack of needs assessment before training. The most important finding is that Barclays is not giving more importance for training need assessment. Therefore, the practice of training need assessment will bring a positive change in Barclays bank.