Training and Development in India Sector Wise

TRAINING AND DEVELOPMENT SCENARIO IN INDIAN INDUSTRY With the world-wide expansion of companies and changing technologies, Indian Organizations have realized the importance of corporate training. Training is considered as more of retention tool than a cost.

Today, human resource is now a source of competitive advantage for all organizations. Therefore, the training system in Indian Industry has been changed to create a smarter workforce and yield the best results. With increase in competition, every company wants to optimize the utilization of its resources to yield the maximum possible results. Training is required in every field be it Sales, Marketing, Human Resource, Relationship building, Logistics, Production, Engineering, etc. It is now a business effective tool and is linked with the business outcome.

With increase in awareness of corporate training in Indian Industry, a gradual shift from general to specific approach has been realized.

According to NASSCOM (National Association of Software and Services Companies), the IT corporate training market is expected to reach Rs 600 crore in 2010 from Rs 210 Crore in 2006.

In Indian market, 50% of the training company’s revenue comes from the retail training and rest from other segments.On the other hand, in many organizations training is regarded as non-essential or a need based activity. Some organizations start a training department in order to look modern. In fact, some organizations are headed by unwanted employees rather than employees of outstanding merit. While some organizations do not have a separate budget to hire highly qualified trainers for training and development.

Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School, Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/

Training Providers in India, Coaching, Learning Institutes in Indian Industry

The three major training and learning solutions provider to organizations and individuals in Indian Industry are:

1. NIS Sparta – the Reliance Anil Dhirubhai Ambani Group Company. It offers customized solutions for Top management, Middle management and Supervisory level. Its business units are: Enterprise Business Unit (EBU), Educational Service Business Unit (ESBU), and Reliance Strategic Business Unit (RSBU). It has provided consulting and training solutions to more than 10,00,000 professionals, in over 550 organizations, across 10 countries in 18 languages. It is providing training services to American Express, Thermax, Mahindra Finance, Coca-Cola, IBM, Maruti, Godrej & Boyce, Accenture, APAC, and Pantaloon.

2. Karrox – a Mumbai based training organization, is a leader in high - end latest technologies training in the IT, BPO and Mobile telephony industry. Currently, it has 6 corporate owned centers and around 50 franchisees in India and has trained more than 150,000 IT professionals till date. It is providing training services to Wipro Infotech, ABN Amro, Tata Consultancy Services, State Bank of India, HCL, Indian Navy, Cap Gemini, Global Telesystems, South Eastern Coal Fields, Persistent Technologies, Godrej Infotech, Times of India, Reliance Infocomm, Reliance Industries, Seimens, Union Bank of India, and Infosys.

3. Aptech Training Solutions – A division of Aptech Limited. It is offering an entire range of performance solutions like Customer Service Training, Soft Skills, Product Training, Process Training, Sales Training, and Managerial Development Training that assist in overcoming various business challenge areas. It keeps the trainees up to date with the latest learning and professional curriculum in the industry. It is providing training solutions and services to Indian Oil, Motorola India, ICICI, Bayer, National Thermal Power Corporation, Gas Authority Of India, Delhi Police, Standard Chartered Bank, Maruti Udyog, Electrolux Kelvinator, Dabur, Valvoline Cummins, Mahindra & Mahindra, Blue Star, HP, and Onida.

Training and Development in Indian Industry can be further divided in to various sectors: 1. Training and Development system in Retail/FMCG sector2. Training and Development in Banking and Insurance Sector3. Training and Development system in Automobiles sector4. Training and Development system in Telecom sector5. Training and Development system in KPO6. Training and Development system in Pharmaceutical sector7. Training and Development system in Hospitality sector8. Training and Development system in IT sector9. Training and Development system in BPO


1. Training and Development in Retail-FMCG Sector

Retail/FMCG Sector is the most booming sector in the Indian economy and is expected to reach US$ 175-200 billion by 2016. With this rapid expansion and coming up of major players in the sector, the need of human resource development has increased. Lack of skilled workers is the major factor that is holding back the retail sector for high growth. The sector is facing the severe shortage of trainers. Also, the current education system is not sufficiently prepared to address the new processes, according the industry majors.

Training Programs in Retail/FMCG Sector

Some of the training programs that are given in the retail sector are:

Sales Training

On-the-Job Training Seminars/Workshops Customer Relationship Management Online Course Group Study Computer-Based Training Self-Directed Training

Training Institutes for Retail management

Some of the institutes for retail management are:

Indian Retail School

Loyola Institute of Business Administration (LIBA) S P Jain Centre of Management Institute for Integrated Learning in Management (IILM) Welingkar Institute of Management, Centre for Retail Studies K J Somaiya Institute of Management Studies & Research Mudra Institute of Communications Amity Business School

Career for Trainers In Retail/FMCG Sector

Preferred Educational Qualification for trainersSome of the educational qualifications required by the trainers are: PG in Psychology


Exposure in Organizational Development projects & Training interventions for the Service sector

Masters degree in Business Management /professional training certification.

Desired Profile Graduate in M. Pharm / BHMS / Ayurved or any other graduate from companies dealing in similar products

A computer literate with proficiency in Ms Office (Word, Excel and Power Point)

Administrative / training related experience, at an Officer / Supervisor level, in beverage / food manufacturing industry (FMCG)

Variation of Salary with Experience

Salary offered to the trainers according to the relevant experience fall in the range of:

Skills and Attributes Required for Trainers

Team & Client management skills are crucial

Must have excellent communication & presentable skills High energy level with excellent communication skills Ability to design appropriate training inputs and conduct seminars is essential Team-building & Leadership

Nature of Work


Customer service excellence; Retail selling skills

Body language & Grooming; Business etiquette Team-building & Leadership; Change & Conflict Management Identify Training needs & gaps Customize Training programs Mapping the Training needs of Sales Team. Designing the Sales Training Modules and the Strategies for Training Imparting Product Training, Process Training, Skill Training to Sales Team and to

the Distributors Plan, implement and monitor training & development activities Prepare and provide the necessary training material Ensure training & development of HR is carried out effectively to improve the

quality and efficiency of the work force Analyze business plans that facilitate the development of long, medium and short-

term strategies and operational programs to meet T&D needs

2. Training in Banking and Insurance Sector

Favorable economic climate and number of other factors such as, growing urbanization, increasing consumerism, rise in the standard of living, increase in financial services for people living in rural areas, etc has increased the demand for wide range of financial products that has led to mutually beneficial growth to the banking sector and economic growth process. This was coincided by technology development in the banking operations. Today most of the Indian cities have networked banking facility as well as Internet banking facility. Some of the major players in the banking sector are State Bank of India, HDFC Bank, Citibank, ICICI Bank, Punjab National Bank, etc.

In the Insurance sector also, rapid expansion has created about 5 lakh job opportunities approximately in the past five years. These openings are mainly in the field of insurance advisors or marketing agents. The eligibility criteria for these jobs is graduation with some experience in marketing or become insurance agents after completing school but this needs some relevant training. Earlier there were no training programs as such for insurance agents but on-the-job training only that was given once the new agent was appointed. But now the scenario has been changed, with the coming up of big players like ICICI Life Insurance, ICICI Lombard, HDFC Life Insurance, Tata AIG General Insurance, etc in this sector, people who've had some formal training are preferred while recruitment because it can be helpful in the insurance field. However, only the insurance degree in this field does not guarantee success. To be successful an agent must have strong interpersonal, networking, and communication skills.

Number of opportunities in Banking and Insurance sector has increased than ever before. With this rapid expansion and coming up of major players like ICICI, HDFC, UTI, Bajaj Allianz, etc in the sector, the need of human resource development has increased. Career for Trainers in Banking and Insurance Sector


Preferred Educational Qualification for Trainers Any Graduate

B.A – English

M.A – English

BA/MA in Linguistics

M.A - Communication

MBA/PGDM - Finance, International Business

MBA in HR/Industrial Relations/Finance/Marketing

Certifications in training delivery, design and documentation

Training certification of BFSI domain

Skills and Attributes Required

Skills and attributes required to become a successful trainer are:

Strong team player

Knowledge of various computer applications (PowerPoint, Excel) Excellent written and verbal communication skills, including public speaking Presentation Skills Accent Neutralization Flexibility and readiness to continuously improve and update self with latest

knowledge on markets and products Culture Sensitization Time Management Planning and Execution skills Ability to receive and provide feedback in a positive manner Strong understanding of Finance must Coaching and mentoring skill Interacting with diversity of people and people intensive industries Policy making

ability

Knowledge Required

Knowledge required in the Banking and Finance sector for training are:

Knowledge of preparation of training modules and content development


Funds Management Financial markets Knowledge of Computer based training tools Wealth Management Private Banking Banking Credit & Banking Operations

Variation of Salary with ExperienceSalary offered to the trainers according to the relevant experience fall in the range of:

Nature of Work

Providing sales & product training to clients from BFSI domain

Online Sales and Operations Training Specialist Serve as a primary resource and expert on Business English for a sales and

operations team Design and deliver training documents Training curriculum development and delivery Manage multiple curriculums according to level of language skill Evaluation of candidates; Conducting periodical assessments to ascertain the

retention levels Responsible for Voice and Accent and Soft Skills Training Need Analysis (TNA) and draw up training plans Mapping the Training needs of Sales Team Designing the Sales Training Modules and the Strategies for Training


Conducting trainings pertaining banking & insurance operations-Identifying training needs & skill gaps of the students

Training Institutes in Banking and Insurance Sector

Training Institutes in Banking Sector

Some of the institutes that are specific to the banking training are: National Institute for Bank Management

Indira Gandhi Institute for Development Research (IGIDR)

Institute for Development and Research in Banking Technology (IDRBT)

Indian Institute of Banking & Finance

Institute of Finance, Banking & Insurance

Indira Gandhi Farmers’ & Entrepreneurship Development Institute

Training Institutes in Insurance Sector

Some of the training institutes for Insurance sector are:

LIC Training Center, Janpath, Delhi

Insurance Regulatory and Development Authority (IRDA) Asia Pacific Institute of Management, Delhi Amity School of Insurance and Actuarial Sciences, Noida Narsee Munji Institute of Management, Mumbai Kurukshetra University, Haryana Rai University, New Delhi Birla Institute of Management and Technology, New Delhi

Areas covered in Training Program

Some of the areas covered in the training program are:

Risk Management

Process Training Product Training Credit Management Treasury Management Forex Management


Interest rates and self sufficiency Liquidity management Investment Banking (Including structured Finance & Debt Advisory) Insurance Broking Stock Broking Portfolio Advisory Soft-skills development Finance for MFIs Marketing financial services

Preferred training methods used

Some of the preferred training methods used in this field are:

Game-based learning

Coaching On-the-job (OTJ) Training Seminars/Workshops Simulation Workshops Computer-based training (CBT)

3. Training and Development in Automobile Sector

The Indian automobile sector is growing at a rate of about 16% per annum and is now going to be a second fastest growing automobile market in the world. The sector is going through a phase of rapid change and high growth. With the coming up of new projects, the industry is undergoing technological change. The major players such as, Honda, Toyota, Bajaj, Maruti are now focusing on mass customization, mass production, etc. and are expanding their plants.According to National Development and Reform Commission (NDRC), India’s auto making capacity is expected to become 15 million units by the end of the year 2007 exceeding the yearly demand of about 7 million units.

This rapid expansion is because of growing urbanization, rise in the standard of living of consumers, easy availability of finance, liberalization, privatization, and globalization of Indian Industry. This rapid expansion has created lots of job opportunities. Interested one in this sector has to specialize in automobile/mechanical engineering. Currently, automobile sector in India is retaining around 10 million employees and is expected to employ more people in near future. Unorganized sector in employing 67% people while, organized sector is employing only 33% people, which is a major drawback for automobile sector.

With this rapid expansion and coming up of major players in the sector, the focus is more on the skilled employees and the need of human resource development has increased. The


companies are looking for skilled and hard working people who can give their best to the organization. Various companies are opening training institutes to train interested ones in this sector, like Toyota has recently opened Toyota Technical Training Institute (TTTI) near Bangalore that will offer 4 courses in automobile assembly, mechatronics (a combination of mechanical and industrial electronics), automobile weld and automobile paint. TTTI will provide both a high standard of education and training in automotive technology as well as employment opportunities.

Career for Trainers in Automobile SectorPreferred Educational Qualification for Trainers

MBA/PGDBM in HR / Personnel Management

PG Diploma–Any Specialization

Any degree or Diploma in HRM

B.Tech/B.E. – Mechanical

BE and MBA

Post graduate degree in psychology

Post graduation with training & development as specialized

SAP-HR

M.S.W (H.R/I.R)



Should possess good communication & presentation skills

Interpersonal skills PC Skills knowledge essential Presentation skills- command over language Impeccable oral and written communication Planning and Execution skills Ability to receive and provide feedback in a positive manner Coaching and mentoring skill Interacting with diversity of people and people intensive industries Policy making ability




Nature of Work

Develop continuous learning program specific to Auto Component industry

Identification of Training Needs, Develop Training plan, Action Plan Preparing and adhering to associate training calendar Marinating Training Database Coordinating well with different departments Design and drive the training and learning interventions for both technical and

behavioral training Budgeting guidelines for T&D activists Identify and maintain excellent relations with Internal and External Trainers Provide appropriate feedback to the management Set up and drive knowledge sharing forums and small group activities through

employee engagement and participation and create a knowledge and skill repository

Monitor Training & Development to measure and evaluate ROI of the training function.

Upgrade and implement training processes Implement innovative Training interventions Arrange institutional tie-up with specialized training institutes which provide

automobile industry specific training and other professional institutes for managerial / behavioral training


Achieve training targets by imparting training Assessing capabilities of manpower by audits at the workshops and bridge the gap

through training Finalization and procurement of tools and equipment Plan and co-ordinate for conducting special training courses for skill enhancement

of Service Engineers and Dealers workshop staff

Training Providers in Automobile Sector

Some of the training providers in Automobile Industry are:

1. ASK Technologies (India) Private limited

2. Saluja Cad Consultancy

3. Right Flow India

4. Mistral Solutions Pvt. Ltd

5. UsedCarWise.Com

Areas Covered in Training Program

Some of the areas covered in the training are:

Architectural Drafting Design & CAD Tech

Automotive Tech Computer Network Engineering ASE Master Certified Auto Training Auto body Tech Commercial Driver's License Automotive Technician HVAC/Refrigeration Marine Technology Motorcycle Mechanic Motorcycle Technician Motorcycle Technology Certified Auto Tech Certified Truck & Diesel Tech Master Auto & Diesel Tech Car Mechanic Courses


Preferred Training Methods

Some of the preferred methods of training in the automobile sector are:

Workshop Seminar

E-learning Training Instructor led class Computer Based Training (CBT)

Training Courses in the Automobile Sector

The various Courses for employment opportunities in the sector are:

Degree Programs

B.Tech./B.E. in Mechanical Engineering

M.Tech Mechanical Engineering with specialization in Machine Design/Automobile Engineering/CAD/CAM/Automation

The duration of degree programs are 4 years.

Diploma Programs

Post Diploma in Automobile Engineering (PDAE)

Licentiate in Mechanical Engineering (LME) Post Diploma in Robotics & Automation (PDRA)

Certificate Courses

Certificate in Applied Thermodynamics

Certificate in Engineering Mechanics

The certification courses takes from 6 months to 1 year.Candidates with class XII in Physics, Math and Chemistry or Vocational Course are eligible.

4. Training and Development in Telecom Sector


Telecom is one of the fastest growing sectors in India with a growth of 21% and revenue of Rs 86,720 crore in the year 2006. The sector is expected to grow over 150% by 2012. With increase in competition between the major players like BSNL, MTNL, Hutchison Essar, BPL, Idea, Bharti Tele services, Tata, etc, the requirement for mobile analysts, software engineers, and hardware engineers for mobile handsets has increased. However, holding an engineering degree is not enough to survive in the Telecom Sector. There is constant need of updating of knowledge, skills, and attitudes.

With this rapid growth in Telecom Sector, the need for trained professionals in bound to rise and so is the training need. The total training

market in Telecom Sector is estimated to be Rs 400 crore.

Many top players are spending a huge amount on training and development, for example BSNL alone spends more than 100 crore on training and development of its employees through the Advanced Level Telecommunications Training Centre (ALTTC) and 43 other regional training institutes. Reliance has also established Dhirubhai Ambani Institute of Information and Communication Technology. In addition to that, Bharti has also tied-up with IIT Delhi for the Bharti School of Telecommunication Technology and Management.

With the increase in competition, availability of huge amount of information through internet, magazines, newspapers, TV, etc, and increased awareness among customers, the demand to impart proper training in non-technological areas like customer care and marketing has increased too.

Rapid technological changes, network security threat, mobile application development, growing IP deployment in the sector have brought back the training and development in the priority catalog. Training Institutes

Some of the major training institutes in Telecom Sector are:

Bharat Ratna Bhim Rao Ambedkar Institute of Telecom Training

National Academy of Telecom, Finance, and Management

Advanced Level Telecom Training Centre

Usha martin Academy of Communication Technology Initiatives

Dhirubhai Ambani Institute of Information and Communication Technology

Symbiosis Institute of Telecom Management

Amity Institute of Telecom Technology and Management


Bharti School of Telecommunication Technology and Management

Preferred Training methods

On-the-job training

Brainstorming sessions

Distant learning

Workshop

Short-term interactive sessions

Seminar

Online eLearning

CBT training program

Computer Lab Work

Group study

Instructor lead class room training

Training Courses and Programs

Basic Course in Mobile Communication

Symbian OS, the Mobile Operating System

Binary Runtime Environment for Wireless

Diploma in Mobile Communication

Diploma in Wireless Technologies

Foundation Course in Mobile Communication

Advanced Diploma in Mobile Communication and Software Technology

Internet Protocol Multimedia Subsystem ,IMS

Certificate Course in Mobile Communication

Voice Over IP


Career for Trainers in Telecom Sector

Preferred Educational Qualification

Some of the educational qualifications required by the trainers are: UG - Any Graduate - Any Specialization

PG - MBA/PGDM - HR/Industrial Relations/Sales and Marketing

PG - Psychology/ Sociology

Graduate in Labor law/ Personnel Mgmt

UG - B.Tech/B.E. - Any Specialization

A trained trainer (Train-The-Trainer certified)

Nature of Work

Training all the verticals like Postpaid, Prepaid, Retail, Postpaid Wireless Landline, Prepaid Wireless Landline, Data cards, and Handsets

Training on IP Deployment, Network Security, OSS-BSS, etc Provide continuous training and optimize processes Design content and conduct training programs for all sales personnel with in sales

function Assisting the managers in terms of Operations and Quality Training need analysis Arranging and implementing training Making training calendar Training content development Training evaluation Preparing training budgeting Develop and deliver training to internal and external technical support teams Implement new and existing training projects and initiatives Consistently review and improve training quality and effectiveness To implement and monitor the company's 'Training for future' program Customizing training content Monitoring on-the-job performance Technical & Behavioral training Doing Competency mapping


Ability to create, make and edit written material


Having pleasing personality and excellent communication skills Ability to influence, convince & persuade Should be passionate about service & quality Ability to see how training leads to performance, operational efficiency, staff

retention Good management skills Good analytical skills Database management skills Knowledge of planning and scheduling techniques Language training skills Vendor management skills Should have strong coordination/collaborative skills



5. Training and Development in KPO Sector

KPO is Knowledge Processing Outsourcing, not to be confused with BPO, which is Business Processing Outsourcing. KPO is about providing knowledge based services in the areas like market research, business research, financial research, legal services, etc.,


while BPO is about providing customer care services, technical support, tele-sales etc.

KPO market is expected to grow from US $ 1.3 billion in the year 2003 to US $ 17 billion in the year 2010. KPO sector is expected to grow at a compounded annual growth rate (CAGR) of 49.5% till 2010, according to the National Association of Software and Services Companies (NASSCOM). But according to Rocsearch, a UK based research firm, KPO sector will be able to reach 100,000 employees only instead of 250,000 employees. Therefore, to fill the demand and supply gap training has now become an important tool like every other technical industry.

With the expected increase in number of employees, training has become the core of KPO industry as well. No matter how much qualified the person is he needs to be trained on processes. As the name itself implies, “knowledge”, this sector requires high level of functional know-how as well as domain know-how. There is a constant need of well-planned training programs as the work profile requires understanding of market research objectives and methodologies. This sector requires behavioral training as well as training to handle stress because of odd working hours.

If a person is committed to deliver quality, and is willing to learn with positive attitude then definitely KPO is the right place to work for him.

Career Opportunities For Trainers in KPO Industry


Some of the preferred educational qualifications of trainers in KPO industry are: Engineers (B. E., B. Tech, M. Tech)


MBAs (Finance, Marketing, IB, IT, etc)

Chartered Accountants

Economists

Teachers (B. Ed)

Journalists

Architects

Lawyers (LLB)

Nature of Work

Providing training on producing high quality research and analysis and synthesizing findings into client deliverables

Providing training on managing complex client relationships and projects Providing training on team member’s skills and professional development

opportunities Providing training on multiple functional areas including managing and

developing existing and client relationships Train, coach and develop research analysts Workflow planning, ensuring resource utilization and quality assurance Giving training to utilize both secondary and primary research sources and

techniques Assist clients and/or other research delivery team members in articulating and

refining research requests and projects Identification of training needs Preparing training Calendar Maintaining Database and Preparing MIS reports on training Taking training feedback Evaluation of training effectiveness Planning of schedules and long-term planning of training programs Conduct new hire training to bring new joinees up the learning curve as per the

requirements

Skills and Attributes


Inquisitive

Should have superior problem-solving skills Should have analytical and quantitative skills


Should have excellent communication (both written and verbal) and interpersonal skills

Should have the ability to analyze complex business information Ability to synthesize information from diverse sources and present findings in a

clear and concise fashion Should have people management skills Should have core competency in conceptualization, designing and conduct of

employee development programs in technical, behavioral and skill development Have the ability to give learners feedback and coach them towards improvement

Training Areas In KPO SectorIn KPO sector, training is given in following areas: Animation & Design

Network Management

Intellectual Property (IP) Research

Learning Solutions

Writing & Content Development

Legal Services

Medical Services

Business and Technical Analysis

Business & Market Research

Advanced Web Applications

Financial Consultancy and Services

Data Analytics

Pharmaceuticals and Biotechnology

Research & Development

Training institutes in KPO sector provides training on:

Understanding of the market research industry

Understanding on methodologies Technical and client specific tools Soft skills


Stress management Behavioral skills Time Management

Training Program on the basis of Hierarch Level

Managerial1. Project Management2. Research & Development3. Quality control

The training in this sector usually lasts from 2 to 90 days and is provided by international and local trainers in abroad and India.


Some of the preferred training methods in KPO sector are:

Computer Based Training Methods

E-learning CD-ROM-based Lectures Discussions Media access Web Video Audio

6. Training and Development in Pharmaceutical Sector


India Pharmaceutical market is valued at about US $8 billion and is expected to reach to US $12 billion by 2010. Indian pharmaceutical market is 2% of world’s pharmaceutical market. In the last two years, 3900 new generic products have been launched because of which its market value has been increased to about US $355 million.

Growth in Pharmaceutical Sector

This rapid growth has also increased the training need of the sector.

Training Areas

Brand Protection

Contamination Control Drug Verification Supply Chain Visibility Recall Management Shrinkage Reductions


Some of the preferred training methods are:

Web based training

Class room training


Workshops On-the-job training

Career for Trainers in Pharmaceutical


Some of the educational qualifications required by the trainers are: Any Graduate - Any Specialization

PG - Any PG Course - Any Specialization

PG - MBA/PGDM - HR/Industrial Relations

B.Com – Commerce

B.Pharma – Pharmacy

D. Pharma

M. Pharma

PhD Pharma

B.Sc - Bio-Chemistry, Biology, Botany, Chemistry

B.Tech/B.E. - Any Specialization, Bio-Chemistry/Bio-Technology, Chemical

Nature of Work

Training need analysis

Arranging and implementing training Making training calendar Training content development Training evaluation Preparing training budgeting Develop and deliver training to internal and external technical support teams Implement new and existing training projects and initiatives Consistently review and improve training quality and effectiveness To implement and monitor the company's 'Training for future' program Customizing training content


Should be high on energy and have a passion to build people capability

Should be fluent in written and spoken English.


Interpersonal skills & sound knowledge in industrial relations Must have excellent written, oral and presentation skills Ability to deliver under pressure Proactive approach to problem solving Analytical and conflict management skills Leadership ability

Variation of Salary with ExperienceSalary offered to the trainers according to the relevant experience fall in the range of:

7. Training and Development in Hospitality Sector

Overview

Hospitality sector is growing at a very fast rate in India. The sector is growing at a rate of approximately 8%. This sector can be classified into hotel industry, travel and tourism, restaurants, pubs, clubs and bars, contract catering, and aviation. Other than that, opportunities also exist in universities, sporting venues, exhibition centers and smaller events management companies.

The major challenge of this sector is shortage of skilled employees along with the challenge of attrition rate. Skilled chefs and managers are in great demand. Managers require huge range of competencies such as, people management, viable skills, business insights, analytic skills, succession planning, and

resource development in order to get success in this sector. In addition to that, employees are not enough trained on Business Etiquettes, Courtesy, and Business Communication. Hospitality is all about handling people. So an employee must have right attitude, tolerance, and listening skills in order to move up the hierarchy. There is still a long way to go to inculcate good public relation, interpersonal skills.


With the increase in competition due to the coming up of major players like Four Seasons, Shangri-La, Aman Resorts, etc the need to train employees has increased more than ever before. The major players are now strategizing to increase the turnover of the customers by training their employees on Communication, Dining and Business etiquettes, etc. Some of the essentials required by this sector are:

Good infrastructure

Trained trainers Quality of content Certification of training course Effective Training evaluation

Training Programs are available for the following areas:

Food Production

Food and Beverage Service Front Office Housekeeping

Training in Hospitality Sector

Training Providers

TheTrainingMarket.com

Training Partners

Hospitality Handbooks

Air Hostess Academy (AHA)

British Institute of Air Hostess Training

Frankfinn Air Hostess Academy

Hi-Fly Aviation Academy

Chetna Consultancy Services

Skill Tree India

Hi-Fly Aviation Academy

Sierra Training Ltd

Finesse Savvy


Icon Consultancy & Education Ltd

Hospitality Training Topics

1. Food, Restaurants, Hotels and Hospitality

o Bar Tending o Restaurant management o Culinary skills o Food preparation and safety

2. Leadership and Chain Management3. Hotel and Restaurant Health and Safety

Training Courses and Programs

1. Certificate in Catering Operations

2. Certificate in Tourism Skills3. Certificate in Hospitality4. Certificate in Fast Food & Snack Bar Management5. Certificate in Healthy Eating & Food Hygiene6. Certificate in Guest House Operations7. Certificate in Guest House Operations8. ServSafe Manager Certification9. Bar Service10. Catering Services11. Food Service12. Kitchen Skills13. Beverage Service14. Basic Skills for the guest services15. Accommodation Services (Laundry, Housekeeping, self-catering )

Career for Trainers in Hospitality SectorPreferred Educational Qualification

Some of the educational qualifications required by the trainers are:

Education UG - Any Graduate - Any Specialization

PG - Any PG Course - Any Specialization

PG - MBA/PGDM - HR/marketing/ operations/strategy

Graduate/Diploma - Hotel Management and MBA

Diploma in Hotel Management, Catering Technology & Applied Nutrition

MBA/PGDM - HR/Industrial Relations


Nature of Work

Providing training to aspirant Cabin Crews & Air Hostesses on Language

Training on Business etiquettes, Courtesy, Business communication Training on personality development Training on time management Training Courtesy Crew members for restaurant operations that is for Dine-in,

Delivery and product Providing behavioral training Training need analysis Arranging and implementing training Making training calendar Training content development Training evaluation Training evaluation Preparing training budgeting Develop and deliver training to internal and external technical support teams Implement new and existing training projects and initiatives Consistently review and improve training quality and effectiveness To implement and monitor the company's 'Training for future' program Customizing training content


Should have very good oral and written communication skills

Should have had experience in making training content Language skills Right attitude and listening skills Dedication and Tolerance Should know to deal with people & good interpersonal and public relation skills Should be presentable Proficiency in English and Hindi Must have effective vendor management, negotiation and relationship

management skills Proficiency in computer applications Excellent networking skills, with the ability to build rapport Ability to work well under pressure Ability to think out of the box and drive change and innovation




8. Training and Development in IT/Software Development Industry

The Indian IT sector is growing at a very fast pace and is expected to earn a revenue of US $87 billion by 2008. In 2006, it has earned revenue of about US $ 40 billion with a growth rate of 30%. IT sector is expected to generate 2.3 million jobs by 2010, according to NASSCOM (National Association of Software and Service Companies)

With this rapid expansion of IT sector and coming up of major players and new technologies like SAP, the need of human resource development has increased.

According to the recent review by Harvard Business Review, there is a direct link between training investment of the companies and the market capitalization. Those companies with higher training investment had higher market capitalization. It clearly indicates that the companies which have successfully implemented training programs


have been able to deliver customer goals with effective results. It shows that good training results in enhancement of individual performance, which in turn, helps the organization in achieving its business goals. Training is a tool that can help in gaining competitive advantage in terms of human resource.

With the growing investment by IT companies in the development of their employees many companies have now started their own learning centers. As an example, Sun has its own training department. Accenture has Internet based tool by the name of “My Learning” that offers access to its vast learning resources to its employees. Companies are investing in both the technical training, which has always been an essential part in IT industry, as well as in managerial skills development. Companies now kept aside 3-5% of revenue for training programs. As an example, some of the major players like Tata Elexi and Accenture are allocating 7% and 3% respectively of the company’s overall revenue.

Areas Covered in Training Programs in IT/Software Development Industry

The specific areas where training is given in IT/Software Development sector are:

Computer Manufacturing

EDP/ E- Commerce

Designing

Maintenance Service

Operating jobs, Computer operators, Data Entry

System Developing /Programming /Software Engineering

Networking

Application Programming

Research and Development in Peripheral Integration

Product Quality Control and Reliability Testing

Enterprise Resource Planning (ERP)

Database Warehousing and Management


Some of the training methods of training are:


Computer Based Training

Internet Based Learning Lectures Labs On-the-job (OTJ) Training Distant Learning E-Books Mentoring Coaching Job Rotation

Career Opportunities For Trainers in Software Development Industry

Preferred Educational Qualification MBA/PGDM/PGDBM in HR / Administration / IR Education

UG - B.Tech/B.E. – Computers

BCA

MCA

B Sc. (H) Computer Science/ M Sc Computer Science

Any PG Course - Any Specialization

A post graduate in HR from a reputed Institute specializing in Training and Development



Technical very sound

Presentable Good in making relationship with managers Can handle queries of employees/IT Professionals Verbal / Written communication skills Excellent interpersonal skills Ability to lead and mentor team members Presentation and networking skills Should be computer savvy Excellent coaching and mentoring skills


Nature of Work

Training need Analysis: A Protocol to gather and review the inputs on the performance of the hires serving the initial months of the employment. To design different Technical training modules based on the need for the same

Advanced Training: Content designing and Session Scheduling to be done Work with technical managers to gauge current technical levels and align courses

to deliver set target levels Propose budget and spending plan for technical and soft skill Ensure ROI for training Identification of training needs of employees by use of the appraisal data Consolidation and preparation of training calendar Conduct service excellence and behavioral modules for employees Continuously conduct and monitor feedback after the program Prepares weekly/monthly and annual training reports Tracks the mandatory training requirements for the entire division and informs the

participants on the compliance Takes care of trainee’s needs during the training Designing and developing instructional material for training courses that support

company's goals Manage team member/s by assigning tasks and set goals based on work load

Concern in Information Technology Training

One of the major concerns for training companies is to create professionals who are better able to go in for a technology in a specific domain area. Other than that, there are various issues that are affecting the IT training sector such as, lack of conviction regarding training, unplanned training approach, uncertain quality focus, and lengthy decision-making process.

With the coming up of various new technologies, it has become a challenge for the training institutes to offer effective, updated, latest, planned training to candidates in a shortest-possible time. To increase the market share, most of the training institutes are now strategizing to launch new product and are marketing aggressively.

As an example, New Horizons is establishing partnership with its customers and delivering quality training. The company regularly conducts surveys of training needs in Indian job market. On the other side, NIIT has invested in product development to create product segmentation and is customizing them to address IT/ITES education arena.

Aptech is venturing into colleges, research firms, and universities. Another opportunity that has been identified by Aptech is the field of developing content and the company is offering these services to third-party clients for customization.


Essentials in IT Industry

To survive in long term there are some definite essential things such as,

Good infrastructure

Trained trainers Quality of content Certification of training course Effective Training evaluation Post training support, etc

This must be met by the Indian players.

Emerging Scenario in IT Industry

With the rapid expansion in IT/ITES sector, now there is enough scope of IT training courses and institutes. IT sector is soon going to face a huge shortfall of skilled employees, if the growth in the software industry goes by as expected. According to recent report of NASSCOM (The National Association of Software and Services Companies) on software industry, the IT services sector will see a shortfall of 2,35,000 people by 2008. IT spending in the global business world is expected to grow by 6 to 7 % in the next 3 years, which will be enough to give boost to the IT training sector.

This huge IT spending is largely because of uptake in IT recruitment.

According to a recent IDC report, India alone spends $216 million, i.e. 21% of the total spending of IT training in the region, and is expected to be one of the largest contributors in the coming years. This is largely because India alone accounts for 60 % of the total Asia-Pacific demand for IT professionals.


Currently, the IT training market is valued at Rs 100 crore, and is expected to reach Rs 500 crore over the next 3 years.

The major factor that is responsible for growth in IT sector is the e-governance initiatives introduced by central government and various other state governments.

Now there is a notable shift from long-term course to short-term training certifications. Due to this, the focus is now on hiring professionals with expertise in particular domains. The demand has largely for JAVA and .NET professionals. And on the NETWORKING end, network storage and Linux demand is taking a toll.

Variation Of Salary with Experience in IT Industry

The following tables describes the salary offered to the trainers according to the experience & variation of Salary with Experience in Software Services IndustryIn Software Services Industry



Variation of Salary with Experience in BPO/KPO/ITES Sector


9. Training and Development in BPO Industry


BPO is Business Process Outsourcing. It is an agreement between two parties for specific business task. The BPO industry is growing at an annual growth rate of 14% and is expected to cross $310 billion by 2008. Job seekers prefer BPO’s over other sectors because it is providing high paying jobs to graduates/undergraduates. To deliver desired services to customer, who is 10,000 miles away, it is important to have good amount of business knowledge and required expertise.

The various reasons behind the increasing training need in the BPO industry are:

1. BPO industry is expected to generate 1.1 million jobs by 2008, and 6 million jobs by 2015, which is why training need has increased more than ever before.

2. High attrition rate in this sector reason being unsatisfied employee, monotonous work, neglected talent, inadequate know-how, etc

3. Coming up of high profile BPOs

Training has become a major tool to retain employees. People working in BPO sector face the problem of night shift, job stress that results in de motivation. Well designed training program with clear career path increases the job satisfaction among the young professionals and help them in becoming efficient and effective at the work place. Therefore, organizations have to handle such challenges of meeting training needs, although, the sector is taking a lot of initiatives in conducting training for new joinees. Companies are now aligning business goals with training costs. But what more important is, is the development of the skills of middle management. Various BPO’s have an elaborate training infrastructure that includes Computer-Based Training rooms, and specially trained and qualified in-house trainers.

The companies are now busy designing training programs for their employees. These companies try identifying the strengths and weaknesses and are emphasizing more on their personalities, problem-solving skills, and leadership skills.


With constant change in processes, technologies, techniques, methods, etc, there is a constant need of updating, developing and training the BPO employees to consistently deliver customer goals.

Career Opportunities For Trainers in BPO Industry

Preferred Educational Qualification UG - B. Ed – Education

Any PG Course - Any Specialization

B.A - Communication

Any Graduate - Any Specialization

MBA/PGDM - HR/Industrial Relations

PG Diploma - Any Specialization

MBA from good institution specializing in Training and Development

Nature of Work

1. Introduce them to the concept of customer service and train them on basic telephone etiquettes, business communication and also written communication.

2. To conduct training in:

Communication

Personality Development Grammar for companies in the Customer Service Time Management Customer Focus Accent Neutralization Voice Training Phonetics Modules Presentation Skills Culture Sensitization

3. Identification of training needs4. Preparing training Calendar5. Maintaining Database and Preparing MIS reports on training6. Taking training feedback 7. Evaluation of training effectiveness8. Planning of schedules and long-term planning of training programs


9. Conduct new hire training to bring new joinees up the learning curve as per the requirements10. To develop a training planner for the year based on the training need analysis11. To develop training material and appropriate delivery methods for new hires as well as new initiatives for existing staff12. To track progress and maintain records of all training activities

Skills and AttributesSkills and attributes required to become a successful trainer are:

Aptitude: Towards people management & counseling

Key Competencies: Content development abilities Attributes: Good people skills Excellent command over English Good personality Excellent Communication & team handling skills Self Driven Person Excellent presentation skills Ability to train on language skills High energy, enthusiasm and hands on approach Logistics and Resource Management ability Transfer information in a simple and effective manner with clear and concise

communication Should have core competency in conceptualization, designing and conduct of

employee development programs in technical, behavioral and skill development Have the ability to give learners feedback and coach them towards improvement

Players in BPO Industry

Some of the major players that are giving training to BPO’s are:

1. Hero Mindmine is leading training and development organization in India and is a part of Hero Group. Some of its clients in BPO sector are: E funds, E-serve, EXL, WNS, ICICI OneSource, MphasiS, Daksh, Wipro.

2. Accentual, a Gurgaon based training organization.

3. Karrox Technologies a Mumbai based training organization.

4. NIIT Planetworkz is Delhi based training organization and its BPO client is Daksh.

5. Akiko Callnet, a Delhi based at training organization and its BPO clients are V Customer and Daksh.

6. Fands Infonet is Pune based and its BPO clients are MphasiS and EXL.


7. Lawkim is Mumbai based and its BPO clients are Zenta, Infowavz, and Tracmail

8. Voices is Pune based and its BPO clients are MphasiS, EXL, and Zenta

9. Evolve, Delhi based training organization.

10. Merittrac, a Banagalore based training organization.

Call Centre Training Institutes

Some of the call centers training institutes are:

Siksha, Bangalore

Spur Careers, Bangalore Global Respondez Services Ltd. Hero MindMine Holistic Training Solutions Pvt. Ltd., Delhi ITES Grads J-Techh, Madurai Ma Foi Academy Delhi Call Centers Pvt. Ltd. STI Knowledge, Pune AccuSense Global Technologies, Kanpur Addvalue Training Solutions Evolv, Bangalore, Delhi, Mumbai Akiko Sherman, New Delhi, Orissa, Punjab, UP and Haryana Fands Infonet Pvt. Ltd, Pune Future Call NEXT, Bangalore, Hyderabad, Chennai, Mumbai and Visakhapatnam OnTrac Athiya Organizational Competencies Pvt. Limited, Bangalore BK One Center for American Education Shradha India

TECHNICAL TRAINING INSTITUTES WANLABS, Bangalore

VOICE AND ACCENT TRAINERS IN BPO INDUSTRY

Wavelength eLearning

Hero MindMine MindSpeed, Bangalore


Relationship Management Services Pvt. Ltd., Mumbai Surlin Consultants Pvt. Ltd., Bangalore Nexgen, Hyderabad. Aaroha, Mumbai Academia, Bangalore Accentual USA Inc., Gurgaon Evolv, Bangalore, Delhi, Mumbai

PROCESS TRAINING ISTITUTES IN BPO INDUSTRY Samos - Bangalore

SOFT SKILLS TRAINING INSTITUTES IN BPO INDUSTRY

Alethia - New Delhi

Glance, Bangalore Incrove, Ghaziabad Only Success, Bangalore, Chennai Optionz Parimala Consultants - Bangalore Surlin Consultants Pvt. Ltd. - Bangalore Crossroads Trailing Solutions - Mumbai Evolv - Bangalore, Delhi, Mumbai MindSpeed, Bangalore WCH Training Solutions - New Delhi Addvalue Training Solutions

Training ProgramsAreas Covered in Training Programs

The specific areas where training is given in BPO sector are:

Customer Care

Technical Support

Payroll Maintenance

Publishing

Sales and Telemarketing

Finance and Accounting

Human Resources

Intellectual Property Research and Documentation


Administrative Support

Security

Supply Chain Management (SCM)

Customer Relationship Management (CRM)

Legal Services

Medical Transcription

Research and Analysis

Training Courses in BPO Sector

Call Centre Management

Advanced Interpersonal Communication Business Communication Accent neutralization Customer Relationship Management E-mail Etiquette Selling over the Phone Telephone Etiquette Cross-cultural Training


Some of the preferred training methods in BPO Industry are:

Computer Based Training Methods

E-learning CD-ROM-based Lectures Discussions Media access Web Video Audio Web-based training sessions Intranet-based training courseware


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Training and Development in India Sector Wise

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