Training and Development: A Human Resource Management Report

This report delves into the crucial role of training and development within Human Resource Management. It highlights the significance of training in enhancing employee skills and improving customer service, emphasizing its impact on organizational success. The report differentiates between training and development, outlining their distinct objectives and timeframes. It explores the benefits of training, such as increased productivity and reduced supervision needs, while also addressing potential drawbacks like employee turnover. The report also touches upon the use of KPIs in measuring customer service effectiveness and provides a real-world example of how training and development at Nestle boosted sales. In conclusion, the report underscores the importance of training and development in achieving organizational goals and maintaining a competitive edge in the market.

Human Resource
Management

Human resource management
Training and development
Training is considered as one of the important factor that can help to enhance the skill of the
employees in the workplace. It can be stated that with the help of training it can be easy for the
employees to give their best towards the activities of the company or can deliver superior
customer service. So, in this paper, the discussion will be made on the topic related to training
and development.
Customer service is considered as important factor on which focus is given by the employees. It
is a process that helps to ensure the level of satisfaction of the customers in relation to the
products and services offered in the market. It is important for the higher authorities to focus on
giving proper customer service as it can help to maintain long time relation with the customers
and can also give positive impact on the overall image of the company. Customer service can be
given by the employees of the organization and it can be done in the form of face to face
interaction, self-service system or by a phone call. Customer service is the key factor that can
help in maintaining the overall reputation of the company and its brand in the competitive
market. If proper customer service is not given to the workers then it can affect the growth of the
organization in a negative manner (Dhar, 2015).
There are various points which can state the difference between Training and development.
Training is considered as the program which is organized by the company so that knowledge and
skills of the employees can be developed but development is related to the organized activity in
which the employees can consider proper self-assessment act. In training, the employees can
impart the technical knowledge and skills in relation to the specific job and also helps to improve
the stress of the employees in the workplace. But development is related with the education
process which emphasizes on the growth and maturity of the employees (Ford, 2014).
The next difference is related with the term and it can be stated that training is for short term and
development is for long term. Training focuses on the present scenario and development focuses
on the future scenario. The objective of training is to bring improvisation in the work
performance of the employees whereas the objective of development is to prepare the employees
for the future challenges which take place. The main aim of training is related to specific job
related and development is related with conceptual and general knowledge. It can be investigated
1

Human resource management
that it is important for the top management to give training to the employees so that it can help
the organization to achieve success in the market (Sung and Choi, 2014).
If management of the company focuses on training and development then there are many
benefits which are linked with it. One of the benefits of training and development is related with
increased productivity. It has been seen that training and development can help to bring
improvisation in the overall efficiency and productivity level of the employees (Voegtlin,
Boehm and Bruch, 2015).
It can be stated that well trained employees can focus on maintaining quality and quantity in the
workplace. If the employees are trained in a proper manner then there can be less wastage of
time and money. The next benefit is related with less supervision. It can be seen that if there is
proper training then it can be easy for the employees to take the task independently or they can
manage their work without any supervisors (Pollock, Jefferson and Wick, 2015).
But it can be also analyzed that there are many drawbacks related to training and development.
One of the biggest drawbacks is related to employees who can take their skills to the
competitors. It can be seen that if one company spends thousands of dollars to train the
employees and at last they quit the job and goes to the competitors then it can be considered as
the loss for the company. Also, the next drawbacks related with the improper training which
creates improper results. It can be seen that of an employees in the workplace is not trained
properly then the next time the company has to spend the amount to train the employees and then
also it is not important that positive outcome will be attained (Esteban-Lloret, Aragón-Sánchez
and Carrasco-Hernández, 2018).
It can be seen that contribution that employees can make to the brand image of the company is
related to maintaining their efficiency towards work. It is important for the employees to give
their best so that it can be easy for the company to attain positive outcome and it will also boost
the overall sales of the company in the competitive market. By maintaining efficiency it can be
simple for the employees to maintain brand image of the company in the market (Hanaysha and
Tahir, 2016).
KPI is also considered as the tool that can be used by the organization so that it can be easy to
measure the overall level of customer service. It is necessary for the employees to consider this
2

Human resource management
tool so that actual performance of the employees can be evaluated and according to that it can be
easy to measure the overall level of customer service given by the customers to the employees in
the workplace (Mone and London, 2018).
Example is related to customer service metric in which it can be seen that it is used to measure
and track the overall performance and also the level of satisfaction of the customers in the
workplace. It can help to maintain the customer satisfaction and can also boost the overall
working pattern in the workplace. Also, it can be stated that training and development given to
the employees in Nestle Company boosted the overall sales of the company in the competitive
market.
So, it can be concluded that training and development plays an important role in enhancing the
market share and also give help to the employees so that they can easily attain the targets in the
workplace.
3

Human resource management
References
Dhar, R.L., 2015. Service quality and the training of employees: The mediating role of
organizational commitment. Tourism Management, 46(8), pp.419-430.
Esteban-Lloret, N.N., Aragón-Sánchez, A. and Carrasco-Hernández, A., 2018. Determinants of
employee training: impact on organizational legitimacy and organizational performance. The
International Journal of Human Resource Management, 29(6), pp.1208-1229.
Ford, J.K. ed., 2014. Improving training effectiveness in work organizations. Psychology Press.
Hanaysha, J. and Tahir, P.R., 2016. Examining the effects of employee empowerment,
teamwork, and employee training on job satisfaction. Procedia-Social and Behavioral
Sciences, 219(8), pp.272-282.
Mone, E.M. and London, M., 2018. Employee engagement through effective performance
management: A practical guide for managers. Routledge.
Pollock, R.V., Jefferson, A. and Wick, C.W., 2015. The six disciplines of breakthrough learning:
How to turn training and development into business results. 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.
Voegtlin, C., Boehm, S.A. and Bruch, H., 2015. How to empower employees: using training to
enhance work units’ collective empowerment. International Journal of Manpower, 36(3),
pp.354-373.
4