Identifying Training Needs and Developing Effective Training Programs for Customer Care Center Employees at GO p.l.c

Research and Development
(Topic: “To identify training needs of employees and develop effective training programmes as per
theses needs”. A case study on customer care centre of GO p.l.c located at Marsa, Malta)

Scenario
From the given three Scenario the context selected for this presentation is the research proposal as
training manager of a customers care centre with the purpose of identifying employee's training needs
and to develop effective training programmers and development strategies to address and fulfil these
needs. The organisation selected for this research proposal is GO p.l.c. that is a Maltese integrated
telecommunication company having its headquarter in Marsa, Malta. The present research proposal is
based on the employees of customer care centre of GO p.l.c. located at Marsa, Malta.

Aim of this research
The aim of this research conducted on GO p.l.c. Of Malta is, “To identify the needs of employees training
and develop effective training programmes as per theses needs.” Thus, the main aim of this research
work is to evaluate the importance of continuous improvement for employees to maintain there
effectiveness and productivity for a long term to achieve and meet the objectives of an organisation.