Training and Development for Staff

This assignment delves into the crucial role of training and development within organizations. It requires you to examine the process, its influence on employee performance, and how it contributes to shaping organizational culture. The assignment emphasizes the significance of offering relevant training programs to staff members to enhance their skills and knowledge, ultimately driving organizational success.

Research Project

Table of Contents
CHAPTER 1: INTRODUCTION....................................................................................................1
1.1 Overview of research............................................................................................................1
1.2 Background of research.........................................................................................................1
1.3 Research aim.........................................................................................................................2
1.4 Research objectives...............................................................................................................2
1.5 Research Questions...............................................................................................................2
CHAPTER 2: LITERATURE REVIEW.........................................................................................2
2.1 Introduction...........................................................................................................................2
2.2 Effectiveness of training and development...........................................................................3
2.3 Resources require for gain customer satisfaction..................................................................3
CHAPTER 3: RESEARCH METHODOLGY................................................................................4
3.1 Type of methodology............................................................................................................4
3.2 Data sampling........................................................................................................................4
3.3 Sources of data......................................................................................................................5
3.4 Limitations............................................................................................................................5
CHAPTER 4: DATA ANALYSIS..................................................................................................5
4.1 Data analysis.........................................................................................................................5
4.2 Data and relation variables....................................................................................................7
CHAPTER 5: CONCLUSION AND RECOMMEDATION........................................................10
5.1 Conclusion...........................................................................................................................10
5.2 Recommendations...............................................................................................................10
REFERENCES..............................................................................................................................11

TITLE: “To ascertain the effectiveness of training and development of workers on customers
satisfaction”. A case study on ASDA.
CHAPTER 1: INTRODUCTION
1.1 Overview of research
Workers play a effective role success and growth of an enterprise. If an organisation has a
productive and skilled employees with good work attitude then it help in achieve success and
growth. It is very essential that staff members should be motivated towards their job roles and
other responsibilities then it increase effectiveness of business operations and help in better
satisfy the needs of its customers (Conceição and Altman, 2011). Adequate and right tools of
human resource management must be used at workplace. Training and development is known as
one of the core element as this enhance employee's skills which improve their productivity. This
make the enterprise able to offer quality products to its customers and also provide competitive
benefit to organisation. ASDA is a large retailer which deals in different type of products and
offer its services to large number of customers. Firm offer training to its staff members to
increase their knowledge so they can perform their roles effectively and firm can form a string
customers bas as compare to its rivals. For maintain its current market share and to capture a
large market share, it is necessary for firm to offer high quality and featured products to its
customers. In order to enhance employee's contribution in company's success, it comes under the
responsibility of manager to treat all workers in a fair and equal manner.
1.2 Background of research
For achieve its set goals and objectives, it is very important for every business entity to
satisfy the needs of its customers. Workers play a big role and support firm in achieve the same.
It is very important for firm to conduct training programmes for employees. One of the main
advantage of this is that it increase self confidence of staff members and also create a positive
work environment at workplace (Daley, 2012). Purpose of this investigation is to determine the
customer satisfaction with helps of training and development. ASDA is a big retailer and operate
on a global level and offer different type of goods and services to its customers for satisfy their
needs. Aim of research is to analyse the effectiveness of training programmes on customer
satisfaction. Manager of firm formulate effective policies and plans to offer value for products to
its customers and to remain competitive in market.
1

1.3 Research aim
Aim of this research is “ To ascertain the effectiveness of training and development of
workers on customers satisfaction”. A case study on ASDA.
1.4 Research objectives
Determine research outcome is known as one of the crucial element of research. Case
study of ASDA is taken under this report to achieve the purpose of research following are the
main objectives of this research:
 To ascertain the effectiveness of training and development of workers on customers
satisfaction.
 To identify the ways through in which training and development help firm in increase its
sales.
 To analyse the various methods available to gain customer satisfaction.
 To examine the impact of T&D (Training and development) on customer's satisfaction.
1.5 Research Questions
Question of research are known as one of the major element of research which are
prepared on the title of research. It is very important for investigator to formulate better research
questions as this indicate what the researcher wants to achieve and also helps in draw valid
conclusions. Questions related with this research study are as follows:
 What is the impact of T&D activities on customer's satisfaction?
 What are the major ways through which training and development help firm in increase
its sales?
 What are the various methods available to gain customer satisfaction?
 What are the major tools to get customer satisfaction?
CHAPTER 2: LITERATURE REVIEW
2.1 Introduction
This section of research is known as one of the important one as this help investigator in
carry out research in an effective manner which help in draw valid conclusions. But it is very
necessary that data collected by research must be adequate and should be relevant to the topic.
Before carry out primary research, it is very important for researcher to collect and analyse the
previous information available. In this section, investigator take help of secondary tools such as
books, journals and other articles to collect information.
2

2.2 Effectiveness of training and development
For achieve success, it is very necessary for enterprise to conduct training programmes
for its staff members as this help in better satisfy the needs of its customers and helps in get
competitive advantage. Further, training helps workers in better understand the working
environment of company which increase their productivity.
As per the point view of Ryu, 2012 enterprises should use and take help of different
techniques to offer training to its employees. This also remove communication gap between
managers and employees which provide positive outcomes to enterprise. Training and
development programmes are essential for an enterprise and this can be better understood points
given below: Increase effectiveness and help in achieve organisational goals: One of the main reason
why training of employees is important is that it encourage workers to perform well
which help firm in achieve its both short and long term objectives. Overall this enhance
effectiveness of business operations. Van, 2011 concluded that, training ensure effective
completion of all business activities. Improve business performance: Success of an enterprise largely depend on the
performance of its workers. Effective performance of workers leaders to higher
organisation performance and also increase number of its profits. Training improve
worker's ability to work well in complex business situation.
 Provide competitive advantage: Focus of ASDA is to hire skilled candidates for fill the
vacancy. This not only complete business operations in time but at the same time provide
competitive advantage to firm. As per the point view of Tummons, 2014 workers are the
one who helps business entity in capture a larger market share and provide various other
benefits.
2.3 Resources require for gain customer satisfaction
Satisfy needs and fulfil special requirements of customers is very essential for an
enterprise to achieve success. For this, it is very important for firm to offer them quality and
featured products (Grohmann and Kauffeld, 2013). For achieve satisfaction of customers, it is
essential for ASDA to first analyse the needs of customers and then offer them products as per
their requirement for satisfy their needs and to retain them for a long period of time. Major tools
which should be use by firm to satisfy needs of customers are as follows:
3

 Give priority to customer's needs: For capture a larger market share and to satisfy
customer's need, it is very essential for firm to analyse the features which customers want
in the final product. With this, company can better satisfy the needs of its clients and can
attract large number of potential customers. Use a cost effective approach: When a business entity offer quality products to its
customers at affordable prices then it enhance company's profits (Guercini, 2014) (Lim
and Ting 2013). To achieve this, it is very essential for managers of ASDA to use a cost
effective approach.
 Create and maintain a positive image: ASDA can create and maintain a positive image
by offer quality products to its customers.
CHAPTER 3: RESEARCH METHODOLGY
This is known as one of the most integral part of research. This support and guide
managers in carry out research in an effective way and at the same time help in draw valid
conclusion. Further, this increase effectiveness of research and help researcher in achieve its set
goals (Luo and Homburg, 2013). One of the main benefit of this, is that it help rehearser in
identify the factors that affect the research operations. Overall, it is very essential that right
methods and techniques must be choose by researcher to carry out research and to draw
conclusion about the topic of research.
3.1 Type of methodology
Under this, researcher examine the research work. Quantitative and qualitative are the
two major methods of research. In quantitative research method, researcher take help of
statistical tools and and various quantitative techniques. Researcher deals with different type of
numbers and figures. In qualitative research, researcher deal and analyse the quality of data such
as behaviours, attitude and emotions of an individual. Qualitative research method is used in this
research as this help researcher in carry out an in depth study.
3.2 Data sampling
This element indicate the sample choose by the researcher to carry out investigation.
Further, researcher take help of various primary and secondary tools to collect information.
Primary method of data collection help researcher in collect up to date and relevant data relate
with the topic. Under secondary method of data collection, researcher take help of books,
journals and articles to collect a basis for carry out primary research. Both methods of data
4

collection must be effectively use researcher to carry out research in adequate manner and to get
better results (Regis, 2008). Sample of 30 respondents is choose by researcher and a
questionnaire contain 10 question is design by manager of ASDA to collect relevant information.
3.3 Sources of data
Various sources are there which can be choose by researcher to carry out research. 30
respondents are choose to collect information. Major sources of gather data are interview,
questionnaire, surveys and many more. Questionnaire is choose by researcher to gather
information relate with the topic of research.
3.4 Limitations
When researcher carry out the research then number of issues and obstacles face by him.
To draw better and valid conclusion, it is very necessary for investigator to overcome with all
issues and barriers in an effective way (Ryu, Lee and Gon Kim, 2012). Further, it comes under
the responsibility of researcher to keep the personal data of respondents confidential. Cost and
time are the major issues face by face by a researcher.
CHAPTER 4: DATA ANALYSIS
4.1 Data analysis
Questionnaire
Name:
Age:
Gender:
Occupation:
Contact no.:
Email-id:
Q1) Do you like the products and services of ASDA?
 Yes
 No
Q2) Do you agree that training and development activities improve employee's knowledge and
help them in perform well?
 Strongly agree
 Agree
5

 Disagree
Q3) Does training and development programmes are beneficial in improve company's
productivity?
 Yes
 No
Q4) Does training and development help firm in retain customers for a long period of time?
 Yes
 No
Q5) Which is the most important tool which should be used by ASDA to encourage customers
to buy company's product ?
 Economic cost
 Discounts
 CSR
 Quality services
Q6) Which training is more beneficial for employees to increase their knowledge?
 On the job training
 Off the job training
Q7) What is the major element of ASDA products which influence you to buy the same?
 Value serviceQuality of its products
 Value serviceQuality of its products
Q8) As per your experience, which rank would you like to give products of ASDA?
 Excellent
 Good
 Satisfactory
 Average
Q9) Does ASDA require to offer effective training to its staff members to fulfil their special
requirements and to better satisfy their needs?
 Yes
 No
Q10) Any recommendation for ASDA to improve its business operations and activities.
6

4.2 Data and relation variables
Theme 1: Products and services of ASDA
Q1) Do you like the products and services of
ASDA?
Frequency
Yes 20
No 10
Yes No
0
5
10
15
20
25
Interpretation: From the given graph, it can be summarised that 20 out of 30 respondents
give their views in the favour that they like the products and services offer by ASDA. As per the
views of these respondents ASDA offer variety of quality products to them as per their needs.
While other 10 respondents said that they do not like the products offer by ASDA they do not
like the quality and features which ASDA offer in its products.
Theme 2: Training and development activities improve employee's knowledge
Q2) Do you agree that training and
development activities improve employee's
knowledge and help them in perform well?
Frequency
Strongly agree 20
Agree 7
Disagree 3
7

Strongly agree Agree Disagree
0
5
10
15
20
25
Interpretation: Form the given graph, it can be summarised that 20 respondents said that
training and development improve skills and knowledge of employees which help them in
perform their job roles in an effective way. Further seven respondents also give their consultation
with the same statement and said that training enhance employee's creativity and support them in
perform well at workplace. Rest respondents said that training does not improve worker's
knowledge or it is just a waste of time and money.
Theme 3: Training and development programmes are beneficial in improve company's
productivity
Q3) Does training and development
programmes are beneficial in improve
company's productivity?
Frequency
Yes 25
No 5
8

Yes No
0
5
10
15
20
25
30
Interpretation: From the given picture, it can be concluded that more than 50%
respondents give their views in the favour that training and development are beneficial and help
in improve both profits and productivity of company. Increase knowledge of employees help
them in complete business operations in an effective way.
Theme 4: Training and development help firm in retain customers
Q4) Does training and development help firm
in retain customers for a long period of time?
Frequency
Yes 21
No 9
Yes No
0
5
10
15
20
25
9

Interpretation: From the given graph, it can be concluded that 21 out of 30 respondents
said that training activities help enterprise in retain customers for a long time period. They said
that training improve skills of workers and make them able to offer good quality products and
services to its customers. All this help enterprise in retain customers for a long time period. Rest
9 respondents said that training dopes not help firm in retain customers for a long time period.
Theme 5: Tool which should be used by ASDA to encourage customers
Q5) Which is the most important tool which
should be used by ASDA to encourage
customers to buy company's product ?
Frequency
Economic cost 12
Discounts 8
CSR 5
Quality services 5
Economic cost Discounts CSR Quality services
0
2
4
6
8
10
12
14
Interpretation:From the given graph, it can be summarised that majority of respondents
give their views that economic cost is the tool which should be use by ASDA to attract large
number of customers towards its product. Other said that discount, CSR and quality services
must be offer by ASAD to encourage large number of individuals towards its products and
services.
Theme 6: Training which is more beneficial
10

Q6) Which training is more beneficial for
employees to increase their knowledge?
Frequency
On the job training 22
Off the job training 8
On the job training Off the job training
0
5
10
15
20
25
Interpretation: From the above given graph, it can be summarised that large number of
respondents given their views in the favour that on the training is the best training which should
be offer by ASDA to its employees. One of the main advantages of this training is that it help
and individuals to learn about the practical job issues.
Theme 7: Major element of ASDA products
Q7) What is the major element of ASDA
products which influence you to buy the same?
Frequency
Value service 15
Quality of its products 15
11

Value service Quality of its products
0
2
4
6
8
10
12
14
16
Interpretation: From the given graph, it can be summarised that 50% respondents give
their views that value service is one of the major element which influence customers to buy
products and services of ASDA while other 50% respondents said that quality of its products is
the element which encourage them to choose products of ASDA.
Theme 8: Rank to products of ASDA
Q8) As per your experience, which rank would
you like to give products of ASDA?
Frequency
Excellent 13
Good 7
Satisfactory 7
Average 3
12

Excellent Good Satisfactory Average
0
2
4
6
8
10
12
14
Interpretation: From the above given picture, it can be summarised that large number of
respondents give excellent rank to the products and services of ASDA. Seven respondents give
good rank to its products and some give satisfactory rank to the products and services offer by
ASDA.
Theme 9: ASDA require to offer training to its employees
Q9) Does ASDA require to offer effective training to its
staff members to fulfil their special requirements and to
better satisfy their needs?
Frequency
Yes 22
No 8
13

Yes No
0
5
10
15
20
25
Interpretation: From the given graph, it can be summarised that 22 out of 30 respondents
give their views in the favour that effective training must be offer by ASDA to its employees.
With help of this company can remain competitive in enterprise and at the same time can
generate more amount of profits as compare to its rivals. Rest 8 respondents give their views
ASDA do not require top offer training to its staff members.
CHAPTER 5: CONCLUSION AND RECOMMEDATION
5.1 Conclusion
From the given project report, it can be summarised that training and development
programmes help firm in improve the skills of its employees. This support organisation to offer
quality products and services to customers which help firm in retain them for long time period.
One of the major advantage of training is that it boost employee's creativity and encourage them
to find new ways to compete assign work. This project report emphasis to examine the
effectiveness of training and development on customer's satisfaction. Different type of tools and
techniques are there which can be use by managers of ASDA to offer training to employees. For
survive and to remain competitive, it is very essential for business enterprises to be have
information about the needs and requirements of customers. For this, different type of research
carry out by firm to identify any kind of variation take place in customer's needs. Further, to
fulfil the needs of customers, firm offer training to its employees to make them able to make
products as per the needs of target market.
14

5.2 Recommendations
It is recommended to ASDA to use effective tool and mix of various training tools to
offer training to employees. This help firm in develop skills of its employees which contribute in
growth of firm. Further, enhancement in skills of workers help firm in retain customers for long
period of time and increase market share of company. Enhance creativity of staff members help
them in produce better and quality products for customers. Workers are the one who execute
various business operations and help enterprise in achieve its set goals and objectives. Overall, it
is recommended to manager to ASDA to formulate better policies for training of employees and
mix of training tools must be use by manager for offering training to staff members.
15

REFERENCES
Books & Journals
Conceição, S. C. and Altman, B. A., 2011. Training and development process and organizational
culture change. Organization Development Journal. 29(1). p.33.
Daley, D. M., 2012. Strategic human resources management. Public Personnel Management,
pp.120-125.
Grohmann, A. and Kauffeld, S., 2013. Evaluating training programs: Development and
correlates of the questionnaire for professional training evaluation. International
Journal of Training and Development. 17(2). pp.135-155.
Guercini. S., 2014. New qualitative research methodologies in management. management
Decisions. 52(4). pp.662 – 674.
Lim. M. W. and Ting. H. D., 2013. Research Methodology: A Toolkit of Sampling and Data
Analysis Techniques for Quantitative Research. GRIN Verlag.
Luo, X. and Homburg, C., 2013. May. Neglected outcomes of customer satisfaction. American
Marketing Association.
Regis, R., 2008. Strategic Human Resource Management & Development. Excel Books India.
Ryu, K., Lee, H.R. and Gon Kim, W., 2012. The influence of the quality of the physical
environment, food, and service on restaurant image, customer perceived value, customer
satisfaction, and behavioral intentions. International Journal of Contemporary
Hospitality Management. 24(2). pp.200-223.
Salas, E. and et. al., 2012. The science of training and development in organizations: What
matters in practice. Psychological science in the public interest. 13(2). pp.74-101.
Siddiqi, K. O., 2011. Interrelations between service quality attributes, customer satisfaction and
customer loyalty in the retail banking sector in Bangladesh. International Journal of
Business and Management. 6(3). p.12.
Tummons. J., 2014. Using Software for Qualitative Data Analysis: Research Outside
Paradigmatic Boundaries, in Martin Hand , Sam Hillyard (ed.) Big Data? Qualitative
Approaches to Digital Research. 13. pp.155 – 177.
Van Vianen, A. E., Dalhoeven, B. A. and De Pater, I. E., 2011. Aging and training and
development willingness: Employee and supervisor mindsets. Journal of Organizational
Behavior. 32(2). pp.226-247.
Online
Training & Development. 2017. [Online] Available through:
<https://www.pmi.org/learning/training-development>./
16