Training and Development in Human Resource Management

This article discusses the importance of training and development in Human Resource Management. It explains the difference between training and development, their advantages and disadvantages. It also highlights how training and development helps in delivering the best customer services and building a strong brand image. The article concludes with the use of performance indicators to evaluate the quality and level of customer service.

Human Resource Management
“Training and Development”

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Customer Service is an act of taking care about the customers; needs and demand by
providing and delivering them the high quality of services. The customer services mean to
help the customer during and after the customer requirements are met (Dabholkar, 2015). To
fulfil the requirement of customer it is essential to provide the training to employees
(Konings, and Vanormelingen, 2015). In this paper, the discussion will be made on the
“training and development of employees”. In the starting of the report, the difference between
training and development will be discussed. Then the advantages and disadvantages of
training and development will be discussed. The performance indicator is used to measure the
level of customer services at the end of the paragraph of the paper.
Training and development are two different words which is used together to train the
employees. Training and development is an important function of human resource
management. Both the words are used to improve the performance and productivity of the
employee. Training is a program which is organised to develop the knowledge and skills of
employees as per the profile of employee. Development is an activity which is concerned
with taking cares of the overall growth of the employees. The training program is organised
for short term to train the employee for the specific purpose but development is a long-term
activity because it is all about the overall growth of the employee. Training is provided by the
trainer and development is attained by the employee itself (Elstak, Bhatt, Van Riel, Pratt, and
Berens, 2015). The training program is focused on the present situation of the employee but
the development is an activity which is for the future situation. The main objective of the
training is to improve the performance of an employee but the objective of development is to
prepare the employee for future challenges. Training is providing to the employee for the
specific job but the development is an activity which increases the conceptual and general
knowledge of the employee. Training is the job oriented activity and development is the
career-oriented which is for one person. These are differences of training and development

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but it is used for a similar purpose that is the performance of employees (Arkorful, and
Abaidoo, 2015).
Training and development helps the organisation to deliver the best customer services to
customers. Training and developments is the process which encourage the employee towards
the work. Motivation towards the work increase the efficiency of the process which results is
to deliver the best customer services by the employees to customer. Satisfaction of customer
is beneficial for the company in the financial terms. The other advantage of training and
development process is quickly adopting technologies. By providing the training to
employees; the capacity to adopt the new technology and innovation is enhance. Employees
are trained as per the job profile but it also gives the training of using the tool due to which
the employees can easily adopt new innovation and technology. Adaption of new technology
and innovation improves the quality of delivering which improves the customer services
(Sung, and Choi, 2014).
It has many advantages but it is also said that everything has a positive and negative impact
as same training and development function also have some disadvantages. Cost consuming is
a disadvantage of this function. The organisation appoints the trainers to appoint the trainee
who charges high fees. There are some organisation that sends the employees for the further
location for conferences and many other events which also consume high cost. As the
training and development consume cost but it also has been seen that it consumes more time.
There are some organisations that devoted less time on training to save their time for further
activities because training is an activity in which the employee is trained for the job profile
but it consumes the time. If the trainee trains the employees in rush then the employee did not
get the proper knowledge and information which becomes a difficult problem for employees.

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Employees are the strength of the organisation because it helps in building the brand image of
the organisation. Employees of the organisation have an important role such as improve the
customer relationship. The employees perform well to deliver the best quality which helps the
organisation to build the brand image (Nguyen, Groth, Walsh, and Hennig‐Thurau, 2014). It
has been seen that the happy workers are the productive workers for the organisation. Fulfil
the whole requirement of employees and appreciate them on their performance encourage the
employees to deliver the best quality of work. Best quality of services provided by the
employees to customer builds the strong brand image of the organisation in the market.
Employees give their best towards the work and improve the customer relationship which
helps the organisation in building a strong relationship. It is essential for the organisation to
measure the performance of an employee for effective performance and a strong brand image.
The performance indicator is used to analyse the performance of the employee. There are
many organisations which use the performance indicator to analyse the employee in
delivering the customer service (Cook, 2017).
For example- A service industry evaluate their services level by the growth of the company
such as annual revenues, year to year trends, growth in the size. Manufacturing industries
measure their service level by analysing the efficiency of producing a unit that in every hour
how many units are produced. It also measures in the percentage of time of using the plant
and machinery (Parmenter, 2015).
From the above analysis, it has been concluded that the organisation has the responsibility to
provide the best quality of services. Training and development is the process which improves
the performance of an employee that helps the organisation in providing the best quality of
services. Although, these two words have different meaning the aim of both the words is
same that is to improve the performance of an organisation. This process has advantages and
disadvantages for the organisation. Training and development improve the performance of an

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employee so that they can easily contribute to building the brand image. The organisation
uses the performance indicator to evaluate the quality and level of customer service. Training
and development help the organisation in achieving high growth.

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References
Arkorful, V. and Abaidoo, N., 2015. The role of e-learning, advantages and disadvantages of
its adoption in higher education. International Journal of Instructional Technology and
Distance Learning, 12(1), pp.29-42.
Cook, S., 2017. Measuring customer service effectiveness. Routledge.
Dabholkar, P.A., 2015. How to improve perceived service quality by increasing customer
participation. In Proceedings of the 1990 academy of marketing science (AMS) annual
conference (pp. 483-487). Springer, Cham.
Elstak, M.N., Bhatt, M., Van Riel, C.B., Pratt, M.G. and Berens, G.A., 2015. Organizational
identification during a merger: The role of self‐enhancement and uncertainty reduction
motives during a major organizational change. Journal of Management Studies, 52(1), pp.32-
62.
Konings, J. and Vanormelingen, S., 2015. The impact of training on productivity and wages:
firm-level evidence. Review of Economics and Statistics, 97(2), pp.485-497.
Nguyen, H., Groth, M., Walsh, G. and Hennig‐Thurau, T., 2014. The impact of service
scripts on customer citizenship behavior and the moderating role of employee customer
orientation. Psychology & Marketing, 31(12), pp.1096-1109.
Parmenter, D., 2015. Key performance indicators: developing, implementing, and using
winning KPIs. John Wiley & Sons.
Sung, S.Y. and Choi, J.N., 2014. Do organizations spend wisely on employees? Effects of
training and development investments on learning and innovation in organizations. Journal of
organizational behavior, 35(3), pp.393-412.

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