Impact of Training and Development on Employee Satisfaction at Thomas Cook

The assignment content consists of a collection of research articles and book chapters on the topics of training, development, and human resource management. The articles and chapters discuss various aspects of training, including needs-based customer training, training effectiveness, sales training, and employee training. Additionally, there is a questionnaire for Thomas Cook employees that explores their experiences with training and development activities at the company.

RESEARCH
PROJECT

TABLE OF CONTENTS
TITLE .............................................................................................................................................2
TASK 1 ...........................................................................................................................................2
1.1 Formulating research project outline specification...............................................................2
1.2 Assessing the factors which contributes to the research project selection............................3
1.3 and D3 Undertaking the critical review of key references....................................................3
1.4 Producing research project specification..............................................................................4
1.5 Providing the plan ................................................................................................................4
D2 Taking the responsibility to manage and organize the tasks ................................................5
TASK 2 ...........................................................................................................................................5
2.1 Matching the resources effectively to the research question ................................................5
2.2 and M2 Undertaking the research investigation....................................................................7
2.3 and M3 Collecting and recording the data ...........................................................................8
TASK 3 .........................................................................................................................................11
3.1 Evaluating the data collected .............................................................................................11
3.2 and D1 Interpreting the result.............................................................................................12
3.3 Future consideration ...........................................................................................................12
M1 Factor which have contributed positively and negatively towards the research process . .13
TASK 4 .........................................................................................................................................13
REFERENCES..............................................................................................................................14
APPENDIX....................................................................................................................................15
Questionnaire for Thomas Cook employees ............................................................................15

Illustration Index
Illustration 1: Theme 1.....................................................................................................................9
Illustration 2: Theme 2...................................................................................................................10
Illustration 3: Theme 3...................................................................................................................10
Illustration 4: Theme 4...................................................................................................................11
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TITLE
Analyzing the effectiveness of training and development programs in maintaining the
satisfaction level of hospitality workers: A case study on Thomas Cook.
TASK 1
1.1 Formulating research project outline specification
Background of the study
The satisfaction level of employees is influenced through the number of factors. In the
hospitality industry success of any firm totally depends upon its workers. This is because, it is
the workers only which drives the satisfaction level of its guest in both positive and negative
direction through its services. Furthermore, in order to give high quality services employees of
hospitality industry requires different skill (Kauffeld and Willenbrock, 2010). However, the skill
to give best services to customers will be developed if firm tend to arrange necessary training
and development programs for its employees. Such programs not only enhances the skills of
workers, but it also plays very critical role in maintaining the satisfaction of them. In accordance
with the given context, it has been seen that satisfaction level of employees will be impacted if
they will not found out significant improvement in their employability skill after spending so
much time within organization.
Rationale of the study
The main purpose of proposed study is to assess that whether training and development
programs of enterprise helps in enhancing the satisfaction level of hospitality workers or not.
Thus, with an aim to fulfill the given purpose Thomas Cook is selected which is the famous
travel operator of United Kingdom which offers customized and planned travel package to its
buyers (Thomas Cook, 2016).
Research aim and objectives
The main aim of the present study is to analyze the effectiveness of training and
development programs in maintaining the satisfaction level of Thomas Cook workers.
In order to fulfill the above aim, following objectives are framed:
 To explore the meaning of training and development
 To analyze the importance of maintaining the satisfaction level of hospitality employees.
 To evaluate the impact that training and development programs have on the satisfaction
level of hospitality workers.
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 To recommend the ways to enhance the satisfaction level of hospitality employees.
SMART objective
 To make use of different books and journals in order to explore the meaning of training
and development.
 To use questionnaire with an aim to analyze the importance of maintaining the
satisfaction level of hospitality employees.
 To assess the impact that training and development programs have on the satisfaction
level of hospitality workers. To recommend the ways of enhancing the satisfaction level of workers to the Thomas
Cook within 4 week period.
Research questions
Following are the research questions which are prepared on the basis of above mentioned
research objectives:
 What is the meaning of training and development?
 Why it is important for hospitality employees with regard to maintain the satisfaction
level of workers?
 How satisfaction level of hospitality workers is impacted through the training and
development program which is being organized by the workers?
 What are the ways of enhancing satisfaction level of hospitality employees?
1.2 Assessing the factors which contributes to the research project selection
There are number of factors assessed which influences researchers with regard to make
the selection of one specific topic for conducting the study. Scope: The researcher uses scope criteria in order to select one specific topic for
conducting the study. In this context, scholar tend to make the selection of that particular
topic which has huge scope.
 Interest of scholar: The interest and liking of scholar matters a lot when it carries out the
selection of one particular topic for the study. For example, if researcher has
specialization in HR subject and likes to work in the given area. Then in the given
situation it will conduct its study upon varied HR topics (Fink, 2010).
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1.3 and D3 Undertaking the critical review of key references
According to the view point of Schraeder (2009) there is a direct relationship exist
between training and development activity of firm and the satisfaction level of employees. In this
regard, Aziz and Ahmad (2011) have stated that training and development programs raises the
satisfaction level of employees as it assist in enhancing that particular skills among workers in
which they are hindering. However, other Chow, Woodford and Chow (2008) have depicted that
training and development activity makes the employees feel like that they are being regarded as
the important part of firm. This is because, workers generally believe that organization tend to
invest money upon those workers which it considered to be as an important part of the firm.
Thus, such efforts of firm help in maintaining the satisfaction level of the firm's workers in an
effectual way. But, Sims, (2007) has argued that training and development is not the only activity
which leads to maintain the satisfaction level of workers. It is due to the fact that, there are other
factors also which plays very important role in maintaining the satisfaction level of employees.
The factors consist of organization's reward policy and working environment etc (David, 2009).
1.4 Producing research project specification
With an aim to carry out the present study, assistance will be taken from both primary
and secondary data. Furthermore, with the help of random sampling approach sample of 50
Thomas Cook employees will be selected. Moreover, in order to address the ethical issue efforts
will be taken by researcher with regard to maintain the confidentiality of the information which it
will collect from the Thomas Cook workers.
1.5 Providing the plan
Task / Duration
in week 1 Week 2 Week 3 Week 4 Week
Selecting the
topic
Preparing the
project
Formulating aims
and objectives
Performing
historical research
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Research
methodology
Conducting
primary research
Data analysis
Finding
evaluation
Conclusion and
recommendations
To submit draft
Final submission
D2 Taking the responsibility to manage and organize the tasks
With an aim to complete the respective study within particular time frame, researcher will
take help from time management strategy. In this regard, researcher will set the specific time for
all the above mentioned activities. Thus, through this way only the whole study will be
completed by it within 4 weeks tenure.
TASK 2
2.1 Matching the resources effectively to the research question
In the given section, number of literature are reviewed with an aim to fulfill the aims and
objectives of the present study in an effectual manner. Here, in order to address the aims and
objectives of proposed study different themes are prepared.
Meaning of training and development
According to the view point of Ahier and Esland (2013) training and development is the
formal and ongoing efforts which leads to raise such skills among workers in which they are
facing problems. In addition to this, Ford (2014) has stated that training and development is the
ongoing activity which helps in raising the performance of employees in an effectual way.
However, Goldstein (2004) has depicted that training activity is the planned process which firm
organizes in order to improve the knowledge, behavior and skills of the workers. All authors
have given different definitions of the given concepts. However, all are relating the respective
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concept with the performance of workers. Thus, it is right to said that training and development
activity helps in raising the sales and profitability related condition of enterprises in an effectual
way.
Importance of enhancing satisfaction level of workers
For the firm it is very important that it must carried out its efforts in maintaining the
satisfaction level of its workers. This is because, if corporation will not perform the respective
task then in the given circumstance the sales and profits figure of enterprise will be impacted.
Thus, in this context as per the view point of Rubin and Pepler (2013) the sales and profits
condition of enterprise is impacted through the satisfaction level of employees. Generally, it has
been seen that employees tend to deliver their best services to the corporation, if they feel
satisfied from the work which they are currently performing. The best quality of services which
workers gives to firm helps in attracting the large number of buyers towards the enterprise. Thus,
due to this the sales and profits of the company is impacted in a positive way.
In addition to this, according to the view point of Kauffeld and Willenbrock (2010) the
team of satisfied employees assist corporation in the process of achieving the competitive goals.
It has been identified by many researchers that the success of any firm totally depends upon its
employees. It is due to the fact that, it is the employee only who makes the practical
implementations of all the goals which is being framed by the enterprise. Hence, workers plays
very critical role in task of attaining the sales and profits of enterprise in an effectual way.
Factors which leads to hamper the satisfaction level of employees
There are number of factors assessed which leads to affect the satisfaction level of
workers who works within corporation. Here, Aziz and Ahmad (2011) have depicted that firm's
lack of compliance with the training and development type of activity is being regarded as the
major factor which leads to hinder the satisfaction level of workers. The employees who give
services to the corporation expects that they will found some necessary improvement in their
employability skill. If corporation will not meet such expectation of employees at that time they
will feel highly dissatisfied. As a result of it, they will not given their best services to the
enterprise in which they are working. However, David (2009) has argued that ineffective
working environment is the major factor which has direct impact upon the employees'
satisfaction level.
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The type of organizational culture followed by firm is being consider as the major aspect
of working environment. For example, employee feels highly satisfied in the environment in
which manager takes suggestions from them before taking any kind of decision. Such gesture of
managers makes the workers feel like that they are being consider as the important part of firm.
Due to this, they feel highly satisfied and motivated. However, the satisfaction level of
employees will be affected when managers does not take any feedback from workers before
reaching on to any conclusion.
Assessing the impact that training and development programs have on the satisfaction level of
workers
Chow, Woodford and Chow (2008) have stated that there is an interconnection is being
assessed between satisfaction level of workers and firm compliance with the training and
development activities. By attaining the training program of corporation, employees can improve
all the skills which they want to learn. In addition to this, such programs of firm will also help
workers in the process of attaining growth in their career. Thus, it is due to the presence of given
aspect only, positive impact will be seen upon the satisfaction level of workers. Furthermore,
according to the view point of Goldstein (2004) employees will feel highly satisfied if
organization organizes the training and development activity in a systematic way. For example,
an employee of Thomas Cook require training in communication skill. However, if firm
organizes the training activity for its employees with regard to some other skills. Then in the
given circumstance also satisfaction level of Thomas Cook employees will also be impacted in a
negative way. Thus, it is right to said that there is an interconnection is being assessed between
the firm's training activity and satisfaction level of the employees in an effectual way.
2.2 and M2 Undertaking the research investigation
Different researching techniques has been used in order to conduct the researcher upon
the selected topic in a systematic manner. The detailed description about the same is depicted in
below: Research approach: The research approach is of two type such as inductive and
deductive. Here, for the given study inductive research approach has been used. This is
because, the respective study has been carried out without forming any hypothesis.
Furthermore, the given approach also help researcher in terms of attaining the framed
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aims and objectives of the present study in an effectual way (Weischedel, Matear and
Deans, 2005). Research design: In order to get in-dept information about the respective topic,
descriptive research design has been applied. Thus, with the assistance of given method
an appropriate conclusion has been drawn by the scholar. Data collection/methods: It is essential for the researcher that it must select its data from
the appropriate sources. This is because, if this is not done then in the given situation the
framed aims and objectives of the study will not be met. Here, for the present study
which is based on analyzing the effectiveness of training and development programs in
enhancing satisfaction level of Thomas Cook workers, data has been collected through
both primary and secondary sources (Data collection sources, 2016). Here, with an aim
to gather the primary data survey has been conducted by framing an effective
questionnaire. However, with an aim to send the questionnaire to the Thomas Cook
buyers the website such as surveymonkey has been used. In addition to this, secondary
data will be assembled through journals, books and online articles. Sampling techniques and sample: It is not possible for scholar with regard to conduct its
study upon whole universe. It is due to the presence of given aspect, the need of
collecting the sample is being arises in front of researcher. For the present study, sample
of 50 Thomas Cook employees has been selected and the given sample will be assembled
through random sampling techniques. This method is used because with the help of this
each individual of the respective study will be given an equal chance of being selected as
the sample (Sobh and Perry, 2006). Validity and reliability of the study: In order to maintain the validity and reliability of the
study, efforts will be taken by the scholar with respect to collect data from authenticate
sources. In this regard, here researcher has selected the primary data via online article
through copyright sources.
 Limitation of the methods used: For the present study, questionnaire has been used. The
major limitation associated with the given method is that it does not give guarantee that
the responses which sample has given are authenticated or valid (Ireland, Webb and
Coombs, 2005).
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2.3 and M3 Collecting and recording the data
Theme 1 Thomas Cook organizes training and development activity on regular basis
Responses Frequency Percentage
Yes 20 40.00%
No 30 60.00%
Theme 2 Employees have found improvement in the skill after attaining the training and
development programs of firm
Responses Frequency Percentage
Yes 40 80.00%
No 10 20.00%
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Yes
No
Illustration 1: Theme 1

Theme 3 Thomas Cook uses on the job method in order to deliver training to the employees
Responses Frequency Percentage
Off the job 20 40.00%
On the job 30 60.00%
10
Yes No
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
Percentage
Illustration 2: Theme 2

Theme 4 Employees are satisfied with the training and development activity of firm
Responses Frequency Percentage
Yes 30 60.00%
No 20 40.00%
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Off the job On the job
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
Percentage
Illustration 3: Theme 3

TASK 3
3.1 Evaluating the data collected
Interpreting the themes Theme 1: From the given theme, it can be stated that 60% of the Thomas Cook
employees have denied with the statement that they organize training and development
activity for their workers on the regular basis. However, 40% of the respondents have
completely denied with the above mentioned statement. Theme 2: In the given theme, scholar wants to assess the effectiveness of the training and
development programs which is being organized by the corporation. In accordance with
the given context, it is assessed that 80% of the Thomas Cook workers have given
positive response towards the question. This mean that they have found significant
improvement in their skills after attaining the training programs of firm. However, 20%
of the workers have given completely different response. Theme 3: Here, 60% of the respondents have said that Thomas Cook uses on the job
method with an aim to raise the skills of its workers. But, some employees have said that
firm comply with the off the job method. Theme 4: In the given theme, researcher wants to assess that whether its employees feel
satisfied with the training and development activity of firm or not. Thus, here scholar has
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Yes
No
Illustration 4: Theme 4

identified that majority of respondents have said that they are totally satisfied with the
training and development programs of Thomas Cook. But, 40% of the workers are not
feeling satisfied.
Evaluation of the result
There are some employees who have given negative response that they are not satisfied
with the training and development activity of Thomas Cook. They have given such response
because they believe that firm should arrange such activities on regular basis. This is because, it
is through regular and continuous learning only, significant improvement will be found by
workers in that specific skill in which they are hindering.
3.2 and D1 Interpreting the result
From the above analysis, it can be stated that the satisfaction level of the employees is
impacted through the training and development activity of firm. Here, from the research
conducted it is assessed that the workers feel highly dissatisfied when firm does not organize
such activity continuously. Furthermore, it has also being assessed from the specific study that
firm can found out significant improvement in their sales and profits, if they will arrange training
activities for their workers on regular basis.
3.3 Future consideration
In the present study, scholar has analyzed the impact of training activities on the
satisfaction level of Thomas Cook workers. Thus, in future it has an opportunity with regard to
assess the impact of same on the overall performance of firm (Carson, 2014). In addition to this,
the researcher can make the selection of some other company with an aim to carry out its study
upon same topic. If this is done then in the given situation varied result will be found by the
scholar.
M1 Factor which have contributed positively and negatively towards the research process
The factor which has positively contributed to the research process is of availability of
sufficient data with regard to the given study. Here, it is because of given factor only, the whole
study has been completed by scholar within specified time limit (Fink, 2010). However,
unavailability of sufficient time is being regarded as major limitation which has negatively
contributed towards the research process. If in future I would be given opportunity to conduct
study upon the same topic then at first I will demand for increasing the time tenure of respective
project. Through this way, I can conduct research upon specific topic in more effectual way.
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TASK 4
It is in PPT
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REFERENCES
Books and journals
Ahier, J. and Esland, G., 2013. Education, Training and the Future of Work I: Social, political
and economic contexts of policy development. Routledge.
Aziz, S. F. A. and Ahmad, S., 2011. Stimulating training motivation using the right training
characteristic. Industrial and Commercial Training. 43(1). pp. 53-61.
Carson, D., 2014. Design Research Methodology: Introducing Evidence BASED Design.
Journal of Education and Research. 14(1). pp.1-10.
Chow, A., Woodford, K. C. and Chow, J. S., 2008. Utilization of needs-based customer training.
Industrial and Commercial Training. 40(6). pp. 320–327.
David, L., 2009. Human Resource Management, India: Pearson Education.
Fink, A. S., 2010. The Role of the Researcher in the Qualitative Research Process. A Potential
Barrier to Archiving Qualitative Data. Journal on qualitative social research. 1(3).
Ford, J. K., 2014. Improving training effectiveness in work organizations. Psychology Press.
Goldstein, I. L., 2004. Training in organizations: Needs assessment, development, and
evaluation. Thomson Brooks/Cole Publishing Co.
Ireland, R. D., Webb, J. W., and Coombs, J. E., 2005. Theory and Methodology in
Entrepreneurship Research, Research Methodology in Strategy and Management. 2.
pp.111-141.
Kauffeld, S. and Willenbrock, N. L., 2010. Sales training: effects of spaced practice on training
transfer. Journal of European Industrial Training. 34(1). pp. 23–37.
Rubin, K. H. and Pepler, D. J., 2013. The development and treatment of childhood aggression.
Psychology Press.
Schraeder, M., 2009. Leveraging potential benefits of augmentation in employee training.
Industrial and Commercial Training. 41(3). pp. 133–138.
Sims, R. R., 2007. Human Resource Management: Contemporary Issues, Challenges, and
Opportunities. IAP.
Sobh, R. and Perry, C., 2006. Research design and data analysis in realism research. European
Journal of Marketing. 40(11/12). pp.1194–1209.
Weischedel, B., Matear, S., Deans, R. K., 2005. A qualitative approach to investigating online
strategic decision making. Qualitative Market Research: An International Journal. 8(1).
pp.61 –76.
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Online
Data collection sources. 2016. [Online]. Available through:
<http://www.fao.org/docrep/003/x2465e/x2465e09.htm>. [Accessed on 11th February
2016].
Thomas Cook. 2016. [Online]. Available through: <http://www.thomascook.in/>. [Accessed on
11th February 2016].
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