Analysis of Employee Training and Development Needs: GO p.l.c., Malta

This research project focuses on identifying the training needs of employees and developing effective training programs, specifically within the customer care center of GO p.l.c., a telecommunications company located in Marsa, Malta. The study begins with a background and literature review, exploring the importance of continuous improvement and employee development, the identification of training needs, and the determination of suitable training programs. It then outlines the research methodology, including data collection methods and ethical considerations. The project further delves into data analysis, reflection on research issues, and the implications of findings for stakeholders. The study aims to evaluate the current training programs and identify areas for improvement to enhance employee performance and, consequently, improve customer service and the overall efficiency of the organization. The research also emphasizes the academic perspective of the researcher, developing a comprehensive understanding of the effectiveness of training programs in meeting employee needs.

Research and
Development

Table of Contents
Topic: “To identify the needs of employees training 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.
..........................................................................................................................................................1
TASK 1............................................................................................................................................1
Background and Literature Review.................................................................................................1
A.1) Chosen organisation.......................................................................................................1
A.2) Need of the study............................................................................................................1
A.3) Purpose of the research..................................................................................................1
B) Literature review...............................................................................................................2
B.1) To evaluate the importance of continuous improvement and development of employees. 2
B.2) To identify the needs of employees training working in the customer care centre of an
organisation............................................................................................................................3
B.3) To determine the various development and training programmes to address and meet the
needs of employees.................................................................................................................4
TASK 2 ...........................................................................................................................................6
A)Selection of suitable research topics..................................................................................6
B) Attributes of research topics..............................................................................................6
C) Research questions ...........................................................................................................7
D) Different stages to carry out the research..........................................................................8
E) Project planning tools........................................................................................................8
TASK 3..........................................................................................................................................11
Research Methodology.........................................................................................................11
A) Differences between the quantitative and qualitative data collection.............................11
B) Philosophical assumptions/ Research paradigms ...........................................................12
C) Position of researcher relating to research paradigms.....................................................14
D) Research Methods ..........................................................................................................14
E)Ethical issues....................................................................................................................16
TASK 4..........................................................................................................................................17
A) Data analysis...................................................................................................................17

TASK 5..........................................................................................................................................17
A) Reflection on issues.........................................................................................................17
B) Implication of research findings on stakeholders ...........................................................17
TASK 6..........................................................................................................................................19
REFERENCES..............................................................................................................................19

Topic: “To identify the needs of employees training 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.
TASK 1
Background and Literature Review
A.1) Chosen organisation
The organisation selected for conducting this research project is GO p.l.c. which is an
integrated telecommunication company situated in Marsa, Malta. It is a Maltese company with a
quadruple play provider that is providing local as well as long distance telephone services to its
customers that includes wireless services together with digital terrestrial television and DSL
internet access (Paul, 2019). The current research work is based on the performance and
efficiency of employees of customer care centre of GO p.l.c which is located at Marsa, Malta.
A.2) Need of the study
The need for conducting this research includes the importance of training and develop
programmes in enhancing the employees performance as it has been observed that employees
who are working in GO p.l.c centre for over 5 year might need training therefore, this research is
conducted to evaluate the various areas where training is need to have an improvement in the
efficiency of employees in the customer care centre of GO p.l.c (Surendra and Denton, 2019).
Beside this, current research is also needed and important from the academic and educational
view point of researcher to develop better understanding and knowledge about the effectiveness
of training programmes required as per the needs of employees that enhance the skills and
personal knowledge of researcher.
A.3) Purpose of the research
The main purpose or aim behind conducting on GO p.l.c. Of Malta is, “To identify the
needs of employees training and develop effective training programmes as per theses needs.”
Therefore, the main purpose of this research work is to analysis and evaluate the importance of
continuous improvement for the employees to maintain and enhance their effectiveness and
productivity for a longer period of time in order to meet and achieve the objectives of an
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organisation. Therefore, the main purpose and objective that are set behind conducting this
research are as follows:
 To evaluate the importance of continuous improvement and development of employees.
 To identify the needs of employees training working in the customer care centre of an
organisation.
 To determine the various development and training programmes to address and meet the
needs of employees of customers care centre of GO p.l.c to make them more efficient
and productive (Park, Kang and Kim, 2018).
B) Literature review
It is a review of article that is published in books, journals, online sites and other
adequate sources that is needed for the conduction of research.
B.1) To evaluate the importance of continuous improvement and development of employees
As per the viewpoint of Narwas Skhmot (2017), continuous improvement and
development of employees brings the positive environment and growth within the company.
Continuous improvement involves a lot of efforts and before induce that in business it is must to
get to know about the benefits and impacts of it. There are some benefits that are as the
engagement of the employees increases, turnover ration also reduced, enhance the product and
services of the company, provide better services to the customers, and build the learning culture
within the company (Stephenson, 2018). To maintain the long term benefits and profit
continuous improvement and development is most necessary for the business. By this company
could challenge there employee to enhance the skills and knowledge with that always takes the
company one step forward to their competitors.
As per the viewpoint of Ellen McKewen (2020), opportunities for the business to
measured the growth has been increased by imparting innovation in the workforce. Continuous
improvement and development encompasses the improvement with that added the maximise
productivity of products and services that is offered by the company. Whereas, that depends
upon the dedication and in volvement of the employees towards the innovatory approach of the
company.
It involves the positive impact in the business as it enhanced the productivity, improved
the quality of product and services that is offered by the company to the customers, reduces the
cost of production, enhance the motivation and morale of employees. For to make an effective
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atmosphere within the organisation and to gain the competitive advantage continuous
improvement and development is mandatory. Through this company enhance their productivity
with that company measures the continuous progress in terms of growth and development.
Continuous improvement and development are the major aspect that helps the company
to enhance the growth. It helps to enhance various factors as like engagement of employees that
builds the strong participation of employees. There are a lot of competition in the market as there
are various company's that have same business and they all perform and plan different strategies
to grab the attention of the employees (Rondinelli, 2019). As all the companies want to build the
strong customer relationship and a strong customer base with that company always emphasis the
quality of product and services. And that all happen by applying ongoing development within the
business as per the market changes. Company's raise the profit and sales when they get the
developed and advanced product and services with that customer always need the changes and
also get attracted towards that creative development.
B.2) To identify the needs of employees training working in the customer care centre of an
organisation
Employee training brings the enhancement of skills and knowledge while working in
customer care it is necessary that employee must know about how to handle the problems of
customers in an effective manner. With that while working in customer care it is necessary that
employee is very much calm and composed and have effective listening capability. As per the
viewpoint of (Allie decker, 2019), to connect with the customers is the biggest opportunity for
the company to measured the growth. Thus training is necessary for the customer care team as
they advertise the product and services directly to the customers. If the issues of the customers
has been resolved that inspire the customer to stick with the company for the longer period of
time. Training is a repetitive process that involves teaching skills for customer care team imparts
the increment of customer support that satisfies the needs of customers. As per the viewpoint of
(Paul O'Keefe, 2016), customers services either upgrade the profit of company or might decrease
the value of company.
As business loss the huge amount of profit due to customer services as it is concluded
from the research that 44% people switched there company due to ineffective services. With that
34% customers leave the negative comment on the websites of company due to their unorganized
services. The major importance of training is to build the strong faith in the employees that
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customers is always right and keep spreading the services with the smile never get impatient
while connecting with customers (Race, 2019). Always works with the positive attitude and
induce the caring and response rapidly on the issues of the customers. Training imparts the
competition within the employees and that enhance their performance that ultimately raises the
value and image of company in the market. It is the most needed part for all the company as
business faces a lot of competition in the market and to stay in the market for longer period of
time training plays a vital role.
Customer care centre deals the customers and provides 24/7 services and always there to
help the customers by resolving there issues and problems. It is a very hard to manage the
customers because it is not mandatory that there behaviour is always being acceptable.
Sometimes customers have mood swings that changes the tone of conversation but it is a duty of
customer care team to handle and manage the requirement of the customers in a easiest manner.
With that it is also needed to manage the demand of the customers with the calmness for that
company provides the training to the employees. In that training session employees get to learn
about how to resolve the different issues of the employees with the composure and also works to
control the temperament (Armstrong and Taylor, 2020). Training provides the framework to the
employees that consist the sequence that has been followed by the employees. With that also
provides the brief that insert balance within the workforce and includes the session in which how
to behave with the employees is been conducted.
B.3) To determine the various development and training programmes to address and meet the
needs of employees
Development and training programmes introduce in the business to fulfil the need and
requirements of the employees that further satisfies and organised the issues and problems of
customers. As per the viewpoint of (Peri Elmokadem, 2019), there are different training for
employees as through orientation that was given to the new joining of the company. It is a
program in which the brief is provided to the employees about the work-culture of the company
that builds the normal environment for the new joining. On board training includes the sessions
that is provides during the working hours in which task has been assigned as per the knowledge
and skills. That includes some video session that motivates the employees to work in effective
manner. Employees met there needs after getting trained by the training sessions and that imparts
the trained and more developed employees within the company.
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Technical development is also be one of the type of training in which technicality will be
learned that includes the knowledge of social-media management and programming. The needs
of employees of customer care centre of GO p.l.c has been become more efficient and productive
as it includes the different training programmes that is conducted by the company as on-job
training and job rotation. On-job training is a training that includes the development of an
employee while working as through this employees get learned different things as per the daily
handling (Turmusani, 2018). As development of skills and knowledgable is a continuous process
people get learned about different factors as much they perform different task. On the other hand,
job rotation also be performed by the GO p.l.c to provide the training to the employees as
through this process job profile has been changes. And with that employees get to know about
different aspects of the business and have a knowledge of every work that has been performed
within the company. It is the most best method to provide the training as employees get trained
while working and no other session is required and with that doesn't take any extra time. Thus it
is reviewed that if business wants the growth and development then training is the most
important factor. Through this practical valuation of skills and knowledge of employees gets a
path that helps that to work in an effective manner with that it turns to be the most efficient
output.
Research gap
As per the literature review the benefits of continuous improvement and development is
not clear as per the context of GO P.l.c. It is not cleared that how to implement the review in the
business to gain the competitive advantage. With that it is also not sorted that how GO p.l.c can
make their healthy relations with the stakeholders, customers and employees. With this review it
is not cleared that how to make the decisions that enhance the productivity of the company. To
fulfil the research gap company must conduct the survey to get to know about the different
ongoing changes in the market and then implies the changes as per the requirement of business.
TASK 2
A)Selection of suitable research topics
On the basis of above literature review the research gap identified is lack of sufficient
information together with lack of practical analysis of perspective of various stakeholders of GO
p.l.c towards importance of training and development programs for the employees. Thus, the
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topic selected for this research purpose is,“To identify the needs of employees training 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. Therefore, it has been decided that a more deep
analysis and research is need in order to meet the desired objectives. The ideas to fill theses
research gap includes use of surveys, interviews, focus group, etc. to gain better understanding
about perspective of various stakeholders to have sufficient information on research topic in
order to make an effective and better decision for success of organisation.
Survey- It is method of collecting data from a pre defined group of individuals and
respondents to gain and collect insight information on various research topics (Hobbs, Clark and
Plant, 2018). Under this, a sample size of population is determined which includes the number of
respondents for conducting research and from which the information is gathered with the use of
statistical tools like questionnaire.
Interview- It consists of research process where a two way conversation is made between
the researcher and respondents in order to get their view point over various topics and is a
effective method when a in-depth information about opinions, thoughts, experience and feeling
of respondents are needed. With the increase in sample size it become more costly and time
consuming to collect data through interview method.
Focus group- It a qualitative research method that is used to collect information from a
small sample of population consisting around 6 to 12 respondents who are brought together in a
room or some other place and are engaged in a guided discussion on a research topic in order to
evaluate their view point (Kaye and Rumble, 2018). The data collected through focus group is in
descriptive form and can not be measured and presented in numeric form.
B) Attributes of research topics
The attribute of a good research topics includes clarity, properly defined perspective and
current importance of research topics. The selected topic for this research fulfil all these
attributes of a good research as it is clearly defined and showing the importance of employee
training and development programmes which is an important and significant concept for every
organisation to maintain its success and viability (Casey and Pearce, 2018). The idea and
research method selected for conducting this research includes use of Survey method as it
provide most simplest way to have an interaction with respondents with the help of a
questionnaire in order to collect and evaluate their perceptive and view hand. On contrary use of
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Interview method is more costly and time consuming where as it is difficult to present
information collected trough focus group in numerical terms therefore, can not be presented as
tables and charts thus, the research method selected for meeting objectives and purpose of this
research is survey method.
C) Research questions
The main objective set for conducting this research project are stated as follows:
 To evaluate the importance of continuous improvement and development of employees.
 To identify the needs of employees training working in the customer care centre of an
organisation.
 To determine the various development and training programmes to address and meet the
needs of employees of customers care centre of GO p.l.c to make them more efficient
and productive (Brennan, 2018).
Research Question
The research questions which are answered and evaluated through this research project
are as follows:
 What is the importance of continuous improvement and development of employees?
 What are the needs of employees training working in the customer care centre of an
organisation? What are the various development and training programmes to address and meet the
needs of employees of customers care centre of GO p.l.c to make them more efficient and
productive ?
Hypothesis
The Hypothesis and research assumption made for conducting this research includes that
the use of survey method will yield effective results and it is also assumed the data collected and
gathered from respondents is authentic and reliable and reflect their true perspective in order to
have valid and effective decision making. Beside this, the Hypothesis for this research also
includes use of Gantt chart and other planning tools to ensures timely completion of work in a
most effective way.
D) Different stages to carry out the research
The various stages that are necessary to carry out this research along with the description
about expected time duration is provided below:
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Stages Time duration
Submission of the proposal 12 days
Background information regarding the research
project
15 days
Literature review for collection secondary
information
10 days
Preparation of RM and collection of primary
data
15 days
Presentation of research findings and Analysis
of collected data along with its interpretation
18 days
Evaluation of research findings and results 12 days
Completion of report 2 days
Submission of final report 1 day
E) Project planning tools
Use of Gantt chart is made for this research to have a proper planning about various tasks
and activities of this research work. Gantt chart is a diagrammatic or graphical presentation of
different activities and task that will be conducted by researcher and provides information about
the starting dates and finishing time period of each and every activity (Murray and Christison,
2019). Therefore, use of Gantt chart is made for this current research to bring out the clarity and
transparency in the research work along with meeting the time frames and ensuring the timely
completion of various task and research project to meet the desired objectives more effectively.
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