Training is a Tool for Enhancing the Costomer (2)

8/3/2019 Training is a Tool for Enhancing the Costomer (2)

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` Nirulas came to Delhi in 1928

` Began Hotel India in 1934

` Association with IOC in 2005

` National tie-up with HPCL


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` Acquisition of Nirulas group of company in June

2006

` Only Indian food chain among the MNCS

` Presented by gold award in 2009

` Recorded as1st ice cream museum in LIMCA

BOOK OF RECORD


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` Understand the training techniques at Nirulas

` To find out the problem area

` To understand the competition in the market

` To recommended appropriate measures to

enhance the effectiveness of training and

development


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` In Nirulas training has played a major role in

evolving individuals as better employees and

handle customer more effectively

` Roll of training starts right from the day they join

and hand over to the training department


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` Induction

` Explain the due course of training

` Allocate the unit

` Training according to the requirements


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` Test their knowledge and skill

` Provide certification

` Handover to the operation


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` Every new joiner take appointment letter at thetime of induction

` Complete schedule is hand over to the joiner

` Certification carried out after the training

` Certification is incomplete without the practicalevaluation


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` Certification is carried out by the field trainer

and the manager trainer

`

Signed by area manager, field trainer andManager trainer

` Record should be maintain


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` If score >80% - Certified sent to allocated unit

` Between 70%-80% - Training extend for a week

Area manager informed

` Below 70% - Asked to leave To inform HR and

Ops


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` RMTS - 3.5 months of training

` MUTS - 1.5 months of training

` Tests are conducted and scores recorded

` In case of not clear of test warning letter issued

` In case of fails again, the matter is referred to HR and

operation


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` Mock panels are conducted

` On successful of the training the candidateundergoes a pre review by Manager training and

then send to the final panel interview by HR andOperation

` List of successful candidates is handed over to HR

and Operations

` Two days training on soft skill for all successfulManagers


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` RESEARCH METHODOLOGY

To fulfill the objectives, following methodology was

adopted;

` RESEARCH TYPE:Descriptive research

` Study area:

North Delhi

` Study period

6th June to 20th July


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` Study tool

questionnaire

` Sample Size

10 Managers, 20 Staffs, 50 customers` Data collection

Primary data(close ended)

Secondary data


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` Induction training and the training of staff is given adequateimportance in the organization ?

From the above graph it can be inferred that majority of the respondentsthat out of 10 Managers 7 managers have felt that induction training andthe training of staff is given adequate importance in the organization

012345678

Very true Mostlytrue

partly true Not true

Response

Response


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` Senior managers spend times with the new managers andstaffs during the training?

The rapport between senior managers and new staff is important to

understand their behavior and act accordingly. Hence an attempt has

been made to know the degree of relationship with senior manager and

new staff. Majority of the respondents that is nearly 8 managers out of 10

strongly stand by the option that senior managers spend majority of the time

with new staff during training

0

1

2

3

4

5

6

7

very true Mostly true partly true Not true

Response

Response


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` Employees are helped to upgrade their technical knowledgeand skills through training?

The aim of this question is to analyze whether the company helps its staff

to upgrade their technical knowledge and skills through Training. From the

above graph it may be clear that 6 managers said that it is mostly true, 4

managers said that it is very true so we can conclude that most of the

respondents have replied that it is mostly true that they are helped to

Upgrade their skills

0

1

2

3

4

5

6

7


Response

Response


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`

Internal training programs are handled by the bestpossible faculty and the staffs sponsored for it takesthem seriously?

Here the aim is to understand the internal Training programmed conducted

by the company and also kind of faculty available for it. Majority of thepeople said that is mostly true few managers said that it is very true and

some said That it is partly true that internal training programmed which

Are handled by best faculty which the company can axis

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1

2

3

4

5

6

7

very true Mostly true Partly true Not true

Response

Response


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` A system of mentoring providing emotional support andguidance to young managers is followed?

Encouragement and support is very much necessary for building up

confidence. Hence the aim is to understand whether the company

Encourages and supports self-learning and education by its managers.

5 managers feel it is mostly true, 4 said it is very true, 1 manager feel

it is partly true that they receive support and they are encouraged by the

company.

0

1

2

3

4

5

6


Response

Response


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` Training is given more importance now and in the past?

From the above graph it can be inferred that majority of the respondentsthat out of 20 staff 11 staff have felt that more importance is given toinduction training at present when compared to the past.

0

2

4

6

8

10

12


Response

Response


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` The induction program is a well-planned exercise and is ofsufficient duration?

F

From the above question an attempt is made to understand to learnWhether the training programmed is well planned and well scheduled and

exercised as per Planning and Scheduling or not so hear it is very clear

that out of 20 staff 10 staffs are agree that induction programmed is well

planned and well scheduled.

0

2

4

6

8

10

12


Response

Response


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` Experimental action-oriented techniques, including gamesare used in training programs.

The training should always be made interesting in order to reduce boredomof the trainees from this point of view this question analysis the kind

of Training programmed applied by the company 8 staff feel its mostly

true that the games are included as a part of Training programmed while

5 staff feels its partly true ,3 staff feel that it is very true and 4 staff feel it

is not true.

0

1

2

34

5

6

7

8

9


Response

Response


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` Training programs for quality and customer excellence arethe core of your company curriculum?

Here an attempt has been made to understand the core curriculum of

the company regarding Training programmer for quality and customer

excellence.10 staff feel that training programs for quality and customer

excellence should be at the core of a companys curriculum and it is

very true, 9 staff feel it is mostly true and 1 staff feel it is partly true.

0

2

4

6

8

10

12

Very true Mostly true Partly true Not True

Response

Response


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` Staff was available in a timely manner?

Above graph shows the availability of staff in the ice cream parlour andexpress. Hear, customer has given remarks for the availability of staff. 6customers has given Excellent, 26 customers has given good, 13customers has given average, 4 customers has given fair and only onecustomers has given poor remarks so, here we can say that the availabilityof staff in the express and ice cream parlour is almost good.

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5

10

15

20

25

30

Excellent Good Average Fair Poor

Response

Response


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Staff was friendly and cheerful throughout.

From the above graph it is clear that staff is friendly and cheerful through

out or not. For this different customers has given different remarks 20

customers has given excellent, 26 has given good, No one customer has

given average remarks,4 customers has given fair and 1 customer has

Given poor. so, we can say that staff is friendly and cheerful but there is

also need to certain improvement.

0

5

10

15

20

25

30

Excellent Good Average Fair Poor

Response

Response


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` Staff showed Knowledge of the product/service?

From the above graph it is clear that staff showed their knowledge

for the product/service or not. Out of 50 customers 9 customers hasgiven excellent, 23 customers has given good, 10 customers has given

average, 4 customers has given fair and 4 has given poor. So,there is need

to improvement in customer service.

0

5

10

15

20

25

Excllent Good Average Fair Poor

Response

Response


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` Induction programs in company have gained much

importance

` Manager staff also present at the time of induction

` Motivation can be provided to the employees

` Leadership skills are also developed


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` Most of the staffs are not aware about the new

promotion

` Shifting of employees without Training

` Proper feedback is not given to the employees

` Price of the product is very high


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` Invite faculty from the other business schools and

from private agencies

` Suggestion box should also locate in somefeasible place

` WI-FI Facility should also provide in different

outlets

` Price should be reduce


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THANK YOU


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` Research objectives: Understanding the training process at Nirulas. To find out how training the employees at nirulaswill help in thefinding out the deficiencies.

Comparing the service quality of Nirulas alongwith that of McDonalds, Pizza Hut and others. To find out the ways by which Nirulas canimprove upon its service

quality and bring more satisfaction to customers andthus add value toits bottom-line.

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Training is a Tool for Enhancing the Costomer (2)

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