Final Saved Project Report Anmol

Sinhgad Institute of Management
Summer Project
Study on Procurement and Development of
Life advisors
At
Bharti AXA Life insurance, Pune
Submitted to
SINHGAD INSTITUTE OF MANAGEMENT
BY
ANMOL KUMAR DUBEY
UNDER THE GUIDANCE OF

Dr.M.R.Tambe
SINHGAD INTITUTE OF MANAGEMENT

VADGAON(BK),PUNE-41
2007-2009
Study on Procurement and Development of Life advisors
DECLARATION
I the undersigned, hereby declare that this project entitled

“PROCUREMENT AND DEVELOPMENT of Life advisors at
Bharti AXA, Pune” is written and submitted by me to SINHGAD
INSTITUTE OF MANAGEMENT,PUNE in partial fulfillment of
the requirements for the award of POST GRADUATE DIPLOMA
OF MANAGEMENT under the guidance of my faculty guide Dr.
M.R.Tambe and my company guide Mr. Munish Kaura. This report
neither full nor in part has ever been submitted for award of any
other course of either this Institute or any other Institute.
Anmol Kumar Dubey

MPM+PGDM
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ACKNOWLEDGEMENT
I take this opportunity as privilege to express my deep

sense of gratitude to Prof.M.N.Navale,Honorable founder
President,Dr (Mrs)S.M.Navale,Secretary,The sinhgad
Technical Education Society,Pune,Dr.R.A.Shinde, Sr. Director
and Dr. Shivaji. U. Gawade, Head Research, Sinhgad Institute
of Management, Pune for their continuous encouragement,
invaluable guidance and help for completing the present
research work. They have been a source for inspiration to me
and I am indebted to them for initiating me in the field of
research.
I am deeply indebted to Prof.Dr.,M.R.Tambe my research

guide, the Sinhgad Institute of Management, Pune without
his help completion of the project was highly impossible.
I take this opportunity as privilege to articulate my

deep sense of gratefulness to Mr. Munish Kaura (Agency
Manager) and the staff of Bharti AXA Life Insurance
Company Ltd for their timely help and positive
encouragement. It was a pleasure to work with these people
and some other project trainees as a team and a family.
I would like to acknowledge all my family members,

relatives, and friends for their help and encouragement.
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Place : Pune
Date : ANMOL KUMAR DUBEY
TABLE OF CONTENTS
CONTENTS PAGE NO.
Declaration 2
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EXECUTIVE SUMMARY
The project is about procurement and development

of Life advisors. The project was undertaken by 10
member team and the entire task was divided into
sub- tasks. The process started from identifying the
need, then advertising the same to prospective
individuals by distribution of pamphlets, holding
various activities in residential areas etc. then
individuals were surveyed. The questionnaire was
designed in such a manner that it gave a general
idea about the ability and capability of respondent as
a prospective life insurance advisor. Certain scores
were allotted depending on the answers given by the
respondent. Those who were high on the scores were
motivated to visit the office for conduction of their
interview. After the successful completion of
interview individuals were informed if they were
selected for training of Life advisors. They were
asked to fill the NAAF form and a fee was collected
from them along with their photographs. After
successful completion of training an exam was
conducted and those who qualified the exam were
selected as life advisors.
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The project report submitted here covers theory on

procurement and development, flowchart of activities
undertaken for procurement and development, data
analysis of the survey and a list of suggestions and
recommendations for the company at the end of the
entire study.
During the process of summer project we conducted

activities in Residential colonies like “Rajyog” in
Dhhayri area of Pune. The samples of the pamphlets
that were distributed for such activities have been
given in the annexure.
CHAPTER 1
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INTRODUCTION TO THE
PROJECT
CHAPTER 1- INTRODUCTION TO PROJECT
PURPOSE OF THE PROJECT
The purpose of the company project study was to:
• Get hands on experience of recruitment in Insurance

sector.
• Understand the external recruitment process of Life

advisors.
• Applying theoretical knowledge to the recruitment

practices at Bharti AXA.
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SIGNIFICANCE AND IMPORTANCE OF THE

PROJECT
In the last few years, the job market has undergone some fundamental
changes in terms of technologies, sources of recruitment, competition
in the market etc. In an already saturated job market, where the
practices like poaching and raiding are gaining momentum, HR
professionals are constantly facing new challenges in one of their most
important function- recruitment. They have to face and conquer
various challenges to find the best candidates for their organizations.
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The project focuses on the challenges facing the HR department in the growing insurance
industry in India. Problems caused by the lack of skilled personnel and the increasing
demand for skilled employees are also discussed in the project.
In addition, challenges regarding the recruitment and retention of employees are

examined. The project throws light on various measures taken by HR departments in
insurance organizations to improve the work environment and the productivity of
employees.
OBJECTIVES OF THE PROJECT

The objectives should be SMART objectives.
S- Specific
M- Measurable
A- Achievable
R- Relevant
T- Time bound
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Team objective: To recruit more than 30 Life advisors during

two months in Pune region.
Individual objective: To interview prospective candidates to be recruited as LA and

to assist in their training.
SCOPE OF THE PROJECT
The project involved recruiting life advisors for Bharti AXA Life
insurance in Pune region. The task was taken up by an11 member
team and the entire process of recruitment was divided into sub- tasks.
To further it, the project also involved arranging for preliminary training
of Life advisors.
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The process of recruiting and training Life advisors can be broken into
the following steps:
• Identifying individuals who are willing to solicit insurance

business as a life advisor of the company.
• Assisting in scheduling the training and examination of the life
advisors.
• Assisting and coordinating with Agency Development Manager of
the company for licensing and coding of Life Advisors.
THEORY ON RECRUITMENT & TRAINING
The Recruitment Process: Recruitment refers to the

process of sourcing, screening, and selecting people for a job or
vacancy within an organization. Though individuals can undertake
individual components of the recruitment process, mid- and large-size
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organizations generally retain professional recruiters. These are the

main stages in recruitment.
Sourcing: Sourcing involves
1) Advertising a common part of the recruiting process, often

encompassing multiple media, such as the Internet, general
newspapers, job ad newspapers, professional publications, window
advertisements, job centers, and campus graduate recruitment
programs; and
2) Recruiting research, which is the proactive identification of relevant

talent who may not respond to job postings and other recruitment
advertising methods done in #1. This initial research for so-called
passive prospects, also called name-generation, results in a list of
prospects who can then be contacted to solicit interest, obtain a
resume/CV, and be screened (see below).
Screening & selection: Suitability for a job is typically assessed by

looking for skills, e.g. communication, typing, and computer skills.
Qualifications may be shown through résumés, job applications,
interviews, educational or professional experience, the testimony of
references, or in-house testing, such as for software knowledge, typing
skills, numeracy, and literacy, through psychological tests or
employment testing.
In some countries, employers are legally mandated to provide equal

opportunity in hiring.
On boarding
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A well-planned introduction helps new employees become fully

operational quickly and is often integrated with the recruitment
process.
Sources of recruitment
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The major challenges faced by the HR in recruitment are:
• Adaptability to globalization – The HR professionals are expected

and required to keep in tune with the changing times, i.e. the
changes taking place across the globe. HR should maintain the
timeliness of the process
• Lack of motivation – Recruitment is considered to be a thankless

job. Even if the organization is achieving results, HR department
or professionals are not thanked for recruiting the right
employees and performers.
• Process analysis – The immediacy and speed of the recruitment

process are the main concerns of the HR in recruitment. The
process should be flexible, adaptive and responsive to the
immediate requirements. The recruitment process should also be
cost effective.
• Strategic prioritization – The emerging new systems are both an

opportunity as well as a challenge for the HR professionals.
Therefore, reviewing staffing needs and prioritizing the tasks to
meet the changes in the market has become a challenge for the
recruitment professionals.
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Training and development: In organizational

development, the related field of training and development (T & D)
deals with the design and delivery of learning to improve performance,
skills, or knowledge within organizations.
In some organizations the term Learning and Development is used

instead of Training and Development in order to emphasise the
importance of learning for the individual and the organization. In other
organizations, the term Human Resource Development is used.
Types of T & D
1. Coaching
2. Continuing Professional Development or CPD
3. E-learning aka Online Learning, Distance Learning, Web-Based
Learning
4. Executive education
5. Executive development
6. Leadership development
7. Instructional Animation
8. Instructional Design
9. Instructional Strategies
10. Knowledge Management
11. Organizational Learning
12. Organizational knowledge
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13. Mentoring
14. Teaching Method

15. Blended learning
16. Outbound Management Development Programmes
17. Performance Management
The various forms of Training and development are explained below.
1. Coaching is a method of directing, instructing and training a

person or group of people, with the aim to achieve some goal or
develop specific skills. There are many ways to coach, types of
coaching and methods to coaching. Direction may include
motivational speaking. Training may include seminars,
workshops, and supervised practice.
2. Continuing Professional Development (CPD) or Continuing

Professional Education (CPE) is the means by which members
of professional associations maintain, improve and broaden their
knowledge and skills and develop the personal qualities required
in their professional lives.CPD is defined as the holistic
commitment to structured skills enhancement and personal or
professional competence.
3. Electronic learning (or e-Learning or eLearning) is a type of

education where the medium of instruction is computer
technology. No in-person interaction may take place in some
instances. E-learning is used interchangeably in a wide variety of
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contexts. In companies, it refers to the strategies that use the

company network to deliver training courses to employees. In
the USA, it is defined as a planned teaching/learning experience
that uses a wide spectrum of technologies, mainly Internet or
computer-based, to reach learners at a distance. Lately in most
Universities, e-learning is used to define a specific mode to
attend a course or programmes of study where the students
rarely, if ever, attend face-to-face for on-campus access to
educational facilities, because they study online.
4. Executive Education is the term used for programs at

graduate-level business schools that aim to give classes for Chief
Executives and other top managers or entrepreneurs. These
programs do not usually end in a degree, although there is an
ever-growing number of Executive MBA programs that are very
similar and offer a Masters of Business Administration upon
completion of the coursework.
5. Executive development is the whole of activities aimed at
developing the skills and competencies of those that (will) have
executive positions in organisations. While "executive" and
"manager" and "leader" are often used interchangeably,
"executive" is commonly used to signify the top 5% to 10% of the
organization. Similarly, "development" and "training" and
"education" are often used as synonyms, however
"development" is generally seen as the more encompassing of
the three in terms of activities that build skills and competencies.
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6. Leadership development: Leadership development refers to

any activity that enhances the quality of leadership within an
individual or organization. These activities have ranged from
MBA style programs offered at university business schools to
high-ropes courses and executive retreats.
7. Instructional Animations are animations that are used either

to provide instructions for immediate performance of a task or to
support more permanent learning of subject matter. While both
of these uses can be described as instructional animations, when
the goal is to support learning, the term educational animation
may be preferred.
8. Instructional Design is the practice of arranging media

(communication technology) and content to help learners and
teachers transfer knowledge most effectively. The process
consists broadly of determining the current state of learner
understanding, defining the end goal of instruction, and creating
some media-based "intervention" to assist in the transition.
Ideally the process is informed by pedagogically tested theories
of learning and may take place in student-only, teacher-led or
community-based settings. The outcome of this instruction may
be directly observable and scientifically measured or completely
hidden and assumed.
9. Knowledge Management ('KM') comprises a range of practices
used by organisations to identify, create, represent, distribute
and enable adoption of what it knows, and how it knows it. It has
been an established discipline since 1995 with a body of
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university courses and both professional and academic journals

dedicated to it. Many large companies have resources dedicated
to Knowledge Management, often as a part of 'Information
Technology', 'Human Resource Management' or Business
strategy departments. Knowledge Management is a multi-billion
dollar world-wide market.
10. Organizational learning is an area of knowledge within organizational theory

that studies models and theories about the way an organization learns and adapts.
In Organizational development (OD), learning is a characteristic of an adaptive
organization, i.e., an organization that is able to sense changes in signals from its
environment (both internal and external) and adapt accordingly. OD specialists
endeavor to assist their clients to learn from experience and incorporate the
learning as feedback into the planning process.
11. Organizational knowledge: What is the nature of knowledge

created, traded and used in organizations? Some of this
knowledge can be termed technical – knowing the meaning of
technical words and phrases, being able to read and make sense
of economic data and being able to act on the basis of law-like
generalizations. Scientific knowledge is ‘propositional’; it takes
the form of causal generalizations – whenever A, then B. For
example, whenever water reaches the temperature of 100
degrees, it boils; whenever it boils, it turns into steam; steam
generates pressure when in an enclosed space; pressure drives
engines. And so forth.
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12. Mentorship refers to a developmental relationship between a

more experienced mentor and a less experienced partner
referred to as a protégé, mentoree, or (person) being
mentored—a person guided and protected by a more prominent
person.
13. Teaching methods are best articulated by answering the

questions, "What is the purpose of education?" and "What are
the best ways of achieving these purposes?". For much of
prehistory, educational methods were largely informal, and
consisted of children imitating or modelling their behavior on
that of their elders, learning through observation and play. In this
sense the children are the students, and the elder is the teacher.
A teacher creates the course materials to be taught and then
enforces it.
14. Blended Learning is the combination of multiple approaches to

learning. Blended learning can be accomplished through the use
of 'blended' virtual and physical resources. A typical example of
this would be a combination of technology-based materials and
face-to-face sessions used together to deliver instruction. In the
strictest sense, blended learning is when an instructor combines
two methods of delivery of instruction. However, this term most
often applies to the use of technology on instruction. A good
example of blended learning would be to give a well-structured
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introductory lesson in the classroom, and then to provide follow-

up materials online.
15. Outbound Management Development Programmes are a training method for

enhancing organizational performance through experiential learning. These
programmes generally revolve around activities designed to
improve leadership, communication skills, planning, change
management, delegation, teamwork, and motivation.
Participants are divided into teams and assigned tasks or
activities for completion in a specified time. Achievement and
performance during these activities is reviewed in group
discussions to identify behaviours that enhance performance or
lead to failure or decreased performance.
16. Performance measurement is the process of assessing

progress toward achieving predetermined goals. Performance
management is building on that process, adding the relevant
communication and action on the progress achieved against
these predetermined goals.
• In network performance management
(a) A set of functions that evaluate and report the behavior of

telecommunications equipment and the effectiveness of the
network or network element and
(b) a set of various sub-functions, such as gathering statistical

information, maintaining and examining historical logs, determining
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system performance under natural and artificial conditions, and

altering system modes of operation.
• In organizational development (OD), performance can be

thought of as Actual Results vs Desired Results. Any discrepancy,
where Actual is less than Desired, could constitute the
performance improvement zone. Performance management and
improvement can be thought of as a cycle:
1. Performance planning where goals and objectives are

established
2. Performance coaching where a manager intervenes to give
feedback and adjust performance
3. Performance appraisal: where individual performance is formally
documented and feedback delivered
A performance problem is any gap between Desired Results and

Actual Results. Performance improvement is any effort targeted at
closing the gap between Actual Results and Desired Results.
LIMITATIONS OF THE PROJECT
Following are some reasons that demotivate and demoralize people

from becoming Life advisors. I came across the following obstacles that
arose in the process of recruitment:
Lack of awareness among the people – This is the biggest

limitation found in this sector. Most of the people are not aware about
the importance and the necessity of the insurance in their life. They
are not aware how useful life insurance can be for their family
members if something happens to them.
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Perception of the people towards Insurance sector – People still

consider insurance just as a Tax saving device. So today also there is
always a rush to buy an Insurance Policy only at the end of the
financial year like January, February and March making the other 9
months dry for this business.
Insurance does not give good returns – Still today people think
that Insurance does not give good returns. They are not aware of the
modern Unit Linked Insurance Plans which are offered by most of the
Private sector players. They are still under the perception that if they
take Insurance they will get only 5-6% returns which is not true
nowadays.
Lack of awareness about the earning opportunity in the

Insurance sector – People still today are not aware about the earning
opportunity that the Insurance sector gives. After the privatization of
the insurance sector many private giants have entered the insurance
sector. These private companies in order to beat the competition and
to increase their Insurance Advisors to increase their reach to the
customers are giving very high commission rates but people are not
aware of that.
Increased competition – Today the competition in the Insurance

sector has became very stiff. Currently there are 14 Life Insurance
companies working in India including the LIC (life insurance
Corporation of India). Today each and every company is trying to
increase their Insurance Advisors so that they can increase their reach
in the market.
This situation has created a scenario in which to

recruit Life insurance Advisors and to sell life
Insurance Policy has became very-very difficult.
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Brief History of the Insurance Sector in India
The business of life insurance in India in its existing form started in

India in the year 1818 with the establishment of the Oriental Life
Insurance Company in Calcutta.
The story of insurance is probably as old as the story of mankind. The

same instinct that prompts modern businessmen today to secure
themselves against loss and disaster existed in primitive men also.
They too sought to avert the evil consequences of fire and flood and
loss of life and were willing to make some sort of sacrifice in order to
achieve security. Though the concept of insurance is largely a
development of the recent past, particularly after the industrial era –
past few centuries – yet its beginnings date back almost 6000 years.
Life Insurance in its modern form came to India from England in the
year 1818. Oriental Life Insurance Company started by Europeans in
Calcutta was the first life insurance company on Indian Soil. All the
insurance companies established during that period were brought up
with the purpose of looking after the needs of European community
and these companies were not insuring Indian natives.
• Bombay Mutual Life Assurance Society heralded the birth of first
Indian life insurance company in the year 1870, and covered
Indian lives at normal rates.
• Bharat Insurance Company (1896) was also one of such
companies inspired by nationalism. The Swadeshi movement of
1905-1907 gave rise to more insurance companies.
• The United India in Madras, National Indian and National
Insurance in Calcutta and the Co-operative Assurance at Lahore
were established in 1906.
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• In 1907, Hindustan Co-operative Insurance Company took its

birth in one of the rooms of the Jorasanko, house of the great
poet Rabindranath Tagore, in Calcutta.
• The Indian Mercantile, General Assurance and Swadeshi Life
(later Bombay Life) were some of the companies established
during the same period.
The Parliament of India passed the Life Insurance Corporation
Act on the 19th of June 1956, and the Life Insurance
Corporation of India was created on 1st September, 1956, with
the objective of spreading life insurance much more widely and in
particular to the rural areas with a view to reach all insurable persons
in the country, providing them adequate financial cover at a
reasonable cost.
Some of the important milestones in the life insurance
business in India are:
1850Non life insurance debuts with triton insurance company. 1870

Bombay mutual life assurance society is the first Indian owned
life insurer.
1912 The Indian Life Assurance Companies Act enacted as the first
statute to regulate the life insurance business.
1928 The Indian Insurance Companies Act enacted to enable the

government to collect statistical information about both life and non-
life insurance businesses.
1938 Earlier legislation consolidated and amended to by the Insurance

Act with the objective of protecting the interests of the insuring public.
1956 245 Indian and foreign insurers and provident societies taken
over by the central government and nationalized. LIC formed by an
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Act of Parliament, viz. LIC Act, 1956, with a capital contribution of Rs. 5
Crore from the Government of India.
Insurance sector reforms
In 1993, Malhotra Committee, headed by former Finance Secretary and

RBI Governor R. N. Malhotra, was formed to evaluate the Indian
insurance industry and recommend its future direction.
The Malhotra committee was set up with the objective of

complementing the reforms initiated in the financial sector. The
reforms were aimed at “creating a more efficient and
competitive financial system suitable for the requirements of
the economy keeping in mind the structural changes currently
underway and recognizing that insurance is an important part
of the overall financial system where it was necessary to
address the need for similar reforms…”.
The Insurance Regulatory and Development Authority (IRDA)
The Insurance Act, 1938 had provided for setting up of the Controller of
Insurance to act as a strong and powerful supervisory and regulatory
authority for insurance. Post nationalization, the role of Controller of
Insurance diminished considerably in significance since the
Government owned the insurance companies.
But the scenario changed with the private and foreign companies
foraying in to the insurance sector. This necessitated the need for a
strong, independent and autonomous Insurance Regulatory Authority
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was felt. As the enacting of legislation would have taken time, the then
Government constituted through a Government resolution an Interim
Insurance Regulatory Authority pending the enactment of a
comprehensive legislation.
The Insurance Regulatory and Development Authority Act, 1999 is an

act to provide for the establishment of an Authority to protect the
interests of holders of insurance policies, to regulate, promote and
ensure orderly growth of the insurance industry and for matters
connected therewith or incidental thereto and further to amend the
Insurance Act, 1938, the Life Insurance Corporation Act, 1956 and the
General insurance Business (Nationalization) Act, 1972 to end the
monopoly of the Life Insurance Corporation of India (for life insurance
business) and General Insurance Corporation and its subsidiaries (for
general insurance business).
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CHAPTER 2
PROFILE OF
ORGANIZATION
CHAPTER 2 PROFILE OF ORGANIZATION
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Bharti AXA Life Insurance is a joint venture between Bharti, one of India’s leading
business groups with interests in telecom, agri business and retail, and AXA, world leader
in financial protection and wealth management. The joint venture company has a 74%
stake from Bharti and 26% stake of AXA.
.
The company launched national operations in December 2006. Today, we have over 5200
employees across over 12 states in the country. Our business philosophy is built around
the promise of making people "Life Confident".
As we expand our presence across the country to cater to your insurance and wealth
management needs with our product and service offerings, we continue to bring 'life
confidence' to customers spread across India. Whatever your plans in life, you can be
confident that Bharti AXA Life will offer the right financial solutions to help you achieve
them.
The Joint Venture BHARTI and AXA
BHARTI
Bharti Enterprises is one of India’s leading business groups with interests in telecom, agri
business, insurance and retail. Bharti has been a pioneering force in the telecom sector
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with many firsts and innovations to its credit. Bharti Airtel Limited, a group company, is
one of India’s leading private sector providers of telecommunications services with an
aggregate of 60 million customers, spanning mobile, fixed line, broadband and enterprise
services. Bharti Airtel was ranked amongst the best performing companies in the world in
the BusinessWeek IT 100 list 2007. Bharti Teletech is the country’s largest manufacturer
and exporter of telephone terminals. Bharti has a joint venture with ELRo Holdings India
Ltd. – ‘FieldFresh Foods Pvt. Ltd’ - for global distribution of fresh fruits and vegetables.
Bharti also has a joint venture - ‘Bharti AXA Life Insurance Company Ltd.’ - with AXA,
world leader in financial protection and wealth management. Bharti has recently forayed
into the retail business under a company called Bharti Retail Pvt. Ltd. It also has a joint
venture – ‘Bharti Wal-Mart Private Limited’ – with Wal-Mart, for wholesale cash-and-
carry and back-end supply chain management operations.
AXA Group
AXA Group is a worldwide leader in Financial Protection. AXA's operations are diverse
geographically, with major operations in Western Europe, North America and the
Asia/Pacific area. AXA had Euro 1,315 billion in assets under management as of
December 31, 2006. For full year 2006, IFRS revenues amounted to Euro 79 billion,
IFRS underlying earnings amounted to Euro 4,010 million and IFRS adjusted earnings to
Euro 5,140 million.
The AXA ordinary share is listed and trades under the symbol AXA on the Paris Stock
Exchange. The AXA American Depository Share is also listed on the NYSE under the
ticker symbol AXA.
Bharti AXA Life Insurance
Vision
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To be a leader and the preferred company for financial protection and

wealth management in India.
Values
• Professionalism
• Innovation
• Team Spirit
• Pragmatism
• Integrity
Strategy
• To achieve a top 5 market position in India through a multi-

distribution, multi-product platform
• To adapt AXA's best practice blueprints as a sound platform for
profitable growth
• To leverage Bharti's local knowledge, infrastructure and customer
base
• To deliver high levels of shareholder return
• To build long term value with our business partners by enhancing
the proposition to their customers
• To be the employer of choice to attract and retain the best talent
in India
• To be recognised as being close and qualified by our customers
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Good HR practices
The guiding Human Resources principles at Bharti AXA are:
7. Clearly define scope of responsibilities and empower people to deliver

7. Provide people with the means to develop their competencies
7. Consider individual training and development a priority investment
7. Build organizations that are conducive to teamwork and that involve everyone
7. Promote ongoing dialogue between managers and the people who report to them
7. Make cultural difference a key source of strength
Strategic differentiators
• Strong partner Bharti - provides access to customer base of more

than 20 million.
• Multi channel execution capability.
• Current Asia product range which is a strong match to products
sold to the mass and mass affluent.
• Global scale providing cost effective and speedy re-use of
systems, products and business capability.
• Strong AXA and Bharti brands which can be leveraged to attract
and retain a high quality management team.
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Insurance Products of Bharti AXA
Life insurance products for individuals:
• Bharti AXA Dream Life Pension
A Unit Linked Pension Product
Dream Life Pension, Bharti AXA Life Insurance’s unique pension product ensures that
your retirement life is your Dream Life.
• Bharti AXA Life AspireLife
Unit Linked Endowment Product.
Aspire Life helps you create a pool of wealth to meet your long-term needs, while also
providing you adequate protection in case the need arises.
• Bharti AXA Life Invest Confident
Unit Linked Single Premium Product.
You have always strived hard to achieve the best for you and your loved ones, so when it
comes to making an investment decision, we know that you would expect the best from it
too.
• Bharti AXA Life Wealth Confident
A unit-linked investment cum protection policy.
Your wealth, your status ensures that you get preferential status wherever you go. So why
shouldn't your money get the same?
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• Bharti AXA Life Future Confident
A unit-linked policy which offers comprehensive protection along with wealth creation in
the long term.
• Bharti AXA Life Future Confident II
A unit-linked product which offers enhanced protection along with wealth creation in the
long term.
• Bharti AXA Life Save Confident
Traditional money back insurance product for long term savings.
Your changing lifestages decide your financial milestone planning. When you foresee
intermittent financial requirements in the years to come, like regular expenses related to
your child’s education, liquidity becomes a key aspect of your planning along with long
term savings, and protection for your family.
• Bharti AXA Life Secure Confident
A Long Term Life Insurance.
All of us desire to maximise the happiness for our family at all times, irrespective of the
circumstances. The thought of unfortunate events befalling us may cause us anxiety about
providing a secured happiness to our loved ones.
Disclaimer:
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Tax benefits are subject to change in tax laws.
For more details on risk factors, terms and conditions please read sales brochure
carefully before concluding a sale.
Life insurance products for Group Insurance:
• Bharti AXA Life Mortgage Credit Shield
Mortgage Credit Shield is a Group Product that provides coverage to people who have
availed of a Mortgage\ Home loan\ Home equity loan from an Institution/Bank.
• Bharti AXA Life Credit Shield
Credit Shield is a Group Product that provides coverage to people who have availed of a
loan for 1 to 5 years from Group Policyholder.
Disclaimer :
• Tax benefits are subject to change in tax laws.
• For more details on risk factors, terms and conditions please read sales brochure
carefully before concluding a sale
35
CHAPTER 3
RESEARCH DESIGN AND

METHODOLOGY
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CHAPTER 3 RESEARCH DESIGN AND

METHODOLOGY
REASEARCH METHDOLOGY
Research methodology is a way to systematically solve the research
problem. It may be understood as a science of studying how research
is done. We can say that research methodology has many dimensions
and research methods do constitute a part of the research
methodology. The study of research methodology gives the student the
necessary training in gathering material and arranging or car-indexing
them, participation in field work when required, and also training in
techniques for the collection of data appropriate to particular problem,
in the use of statistics, questionnaires and controlled experimentation
and in recording evidences, sorting it out and interpreting it.
Knowledge of research methodology plays a key role in project work. It
consists of series of actions or steps necessary to effectively carry out
research and the desired sequencing of these steps.
Data Collection Method

Data can be collected by Primary as well as secondary method.
Primary Data Sources

Questionnaire methods and discussions with the HR and the
employees were used to collect data.
37
Questionnaire Designed: Questionnaire was used for the

survey.
Secondary Data Sources

The secondary data sources were collected from the company
manuals, handbooks, and management books and are edited to suite
the purpose.
RESEARCH DESIGN
Exploratory type of research designs adopted because sources of

information are relatively few and the purpose is merely to find and to
understand the possible actions. The major purposes of exploratory
study are:
 Identification of problem
 The precise formulation of problems including the identification

of variables
 Formulation of alternative course of action
An exploratory research is often the first in the series of projects that

culminates in one concerned with the drawing of inferences that are
used as a basis of monetary action. Exploratory study is often used as
a introductory phase of a larger study and results are used in
38
developing specific technique for larger study. Of the study the

relevant questionnaire was prepared and circulated among a stratified
sample of 50 employees of RELIGARE INSURANCE BROKING Limited.
This questionnaire formed the basis for the views on each of the points
raised in the questionnaire. The data thus obtained formed the basis of
information regarding the existing recruitment and selection processes
at RELIGARE INSURANCE BROKING LTD. and the same is analyzed and
interference is drawn regarding the various aspects of recruitment and
the entire process of selection at RELIGARE INSURANCE BROKING Ltd.
Sample Design
Sampling technique:
Stratified sampling technique is adopted to conduct the research.
Stratified purposive sapling is a selection method for achieving a
greater degree of representatives, therefore decreasing the probable
sampling error. It is based on the concept that a homogeneous
population produces samples with smaller sampling errors than does a
heterogeneous population. Stratified sampling is accomplished by
placing all the members of the population into groups according to
some characteristics that is common among them, that is
homogeneous subsets of the population. Then specified number of unit
is chosen from each of the groups or strata by purposive means.
Sampling Plans
The sampling plan consists of sampling units, e.g. from functional
departments namely Marketing, Commercial, Technical and Human
Resource. These employees constitute the manpower in the company
who are engaged in the day to day functioning of the company, thus it
is very important for them to understand the various aspects of the
entire selection process and also the importance of performance
appraisal system. Therefore, they had been selected for the project
sampling
39
Sample Size:-
Sample size was taken 1100 to undertake the

survey.
The Recruitment Process flowchart:-
Following is the flowchart of steps followed in recruitment of Life

advisors:
40
Identifying Vacancy & advertising it

↓
Prepare Job Description and person
Specification
↓
Short-listing on the basis of ‘Q’
scores
↓
Conduction of interview
↓
Filling up the compulsory IRDA form
↓
Scheduling the training
↓
Conduction of examination
↓
Final selection as LA
The elaboration on all the steps given in the flow chart above is given
in the following pages.
1. Identifying vacancy and advertising it: the

following changes in the scenario led to the increasing vacancy for
life advisors in Bharti AXA Pune.
• Expansion of business as well as market.
41
• Growing competition.
• Change in demographics.
After the identification of vacancy pamphlets containing the details

were prepared and were distributed. The pamphlets used by us
have been provided as Annexure 1, 2 and 3.
2.Preparing job description and person

specification:
2.1 Career Bandwidth as a Life advisor at Bharti AXA:

2.1.1 As a Life Advisor at Bharti AXA, there is only one way to grow.
And that’s by meeting and exceeding your targets.
2.1.2 As a good performer, you stand to get promoted from Bronze
to Diamond Club and enjoy special remuneration benefits.
2.1.3 As a Life Advisor, you can get appointed as an Agency
Manager within a span of just 9 months to 1 year.
2.1.4 As a Life Advisor, you also get to participate in various
business related projects and committees.
2.2 Compensation
2.2.1 As a Life Advisor, you have the opportunity to create attractive earnings for
the first year and for the long term through payouts.
2.2.2 Higher the business you generate in the first year, higher the income you stand
to earn year after year.
2.2.3 Get rewarded through Best in Class Rewards and Recognition programs
including overseas conventions.
2.3 Support
42
2.3.1 All Bharti AXA branches have HR services for support on all
matters related to compensation and career so you can
redress your concerns immediately.
2.3.2 State-of-the-art Distribution Training support.
2.3.3 Comprehensive marketing support in terms of brochures,
illustrations etc.
2.3.4 Sales Management Support for on the job training and
business closure.
2.3.5 Infrastructure & Technology support through dedicated Life
Advisor’s bay equipped with telephones, computers and
internet at Bharti AXA premises.
2.3.6 Customer Service and operations support.
2.3.7 The details about the rewards and recognition are given in
Annexure 4.
3.Short Listing on the basis of Q scores:
3.1 The five Qs- The Qs are 5 different criteria where the
candidates are to be analyzed.
3.1.1 Q1- The candidate should have been a resident of Pune for at
least five years.
3.1.2 Q2- He/ She should be married.
3.1.3 Q3- His/ Her annual income should be at least 1.2 to 1.5
Lakhs.
3.1.4 Q4- He/ She should be a graduate.
43
3.1.5 Q5- Minimum age to be eligible for being a life advisor is 24.
3.2 The significance of Qs
3.2.1 A high Q score implies possibility of better performance by

the candidate as a life advisor (meaning better revenue
generation ability). On an average only a candidate with a
score of Q4 or Q5 was interviewed.
3.2.2 A low Q score implies lesser possibility of such performance.
4. Conduction of interview:
4.1 Pre- interview: Preparation of recruitment /selection document

for Advertising.
4.1.1 Preparing advertisement
4.1.2 Media selection
4.1.3 Positioning
4.2 Response handling

4.2.1 Initial interview online or telephone
4.2.2 Short-listing for interviews
4.2.3 Interview arrangement
4.2.4 Sending emails or calling short listed candidates
4.2.5 Interview details to the short listed candidates
44
4.3 During Interview

4.3.1 HR interview
4.3.2 Technical interview
4.3.3 Conducting tests [Aptitude / Mathematical / Analytical etc.]
4.3.4 Initial final list of candidates
4.3.5 Reference check (if required)
4.4 Post interview

4.4.1 Email or Telephone call to unsuccessful candidates.
4.4.2 Technical Manager approval for a start up date.
4.4.3 Email or Telephone call to successful candidates.

4.4.4 HRM prepares a letter of appointment.
4.4.5
4.5 Selection Process
4.5.1 Starts with the preliminary interview.
4.5.2 Ends with contract of employment.
4.5.3 Different process for different organization.
4.5.4 Different process for different job in same organization.
4.5.5 Selection easy for shop floor workers.
4.5.6 Selection of managers are crucial.
4.5.7 Affected by internal & external environment.
4.5.8 Mutual decision making.
45
5. Filling up of compulsory IRDA form: a NAAF (New

advisor application form) is to be filled up by the candidate.
Provided as annexure.
6. Scheduling of the training: guidelines as per

provisions of IRDA Act for training of life advisors (effective from 31st
October 2004).
6.1 The applicant shall have to undergo at least 100 hours’ practical
training in life or general insurance business which may be
spread over three to four weeks, where such applicant is seeking
license for the first time to act as an insurance agent.
6.2 The training duration should be minimum 18 working days
excluding Sundays and holidays.
6.3 No product training/market survey should be included into this
hundred 100 hours training. The product training, if any, to be
46
given by the insurance company should be over and above the

minimum training hours prescribed by the Authority
6.4 The attendance record of the trainees should be maintained at
the Institute for necessary inspection at any given point of time.
6.5 In case of short-fall of attendance, extra class may be permitted
but the extra hours may be specified separately with proper
attendance and details of faculty.
6.6 Every Institute should have at least one qualified permanent
faculty who is an Associate or Fellow from the Insurance Institute
of India for each stream i.e. for Life and Non-Life.
6.7 The attendance register of the faculty members should be
maintained at the training institutes.
6.8 The record of the payment made to faculty should be maintained
at the training institute i.e. batch-wise payment detail should be
maintained.
6.9 The faculty should provide details of the other Institutes with
whom they have been empanelled as part-time/guest faculty.
6.10 Register should be maintained at the training institute giving
details of batches completed, strength of the each batch,
number of candidates decertified, name of the sponsored insurer
and details of faculty who imparted the training with dates.
6.11 The seating capacity of each class-room should not exceed 40.
6.12 The fresh accreditation will be given on need basis after
assessing the needs of the particular city/town.
6.13 The initial approval will be for a period of 3 years and
consideration of further renewal up to 3 years would depend on
the satisfactory compliance of requirements of accreditation.
6.14 The insurance companies would regularly send their officials to
oversee the proper conduct of the training at the institutes and
would not sponsor candidates to those institutes that are not
47
maintaining the required standards of and facilities for the

training.
6.15 The training institute must display the certificate of accreditation
to impart training issued by the Authority at the training
institute.
6.16 The Institute should not allow a franchisee to conduct courses on
its behalf even if the faculty is that of the Institute. The Institute
should conduct the training on its own premises or hired
premises with proper infrastructure.
6.17 No marketing fee/consultancy fee payment is permitted for
getting the training batches.
6.18 It will be the responsibility of the Insurance Company to check
the status of the institute before sponsoring any candidates for
training.
6.19 In case of mofussil areas or the cities where there are no
accredited institutes and an insurance company intends to
appoint agents, it will be the responsibility of the insurance
company to conduct training.
6.20 The Institutes must keep with them one set of records of the
training at the place where the training is being imparted.
6.21 The Institute should confine its activities only to the place/city for
which it has been given the approval. No training outside the
said place/city is permitted.
6.22 The Institutes must submit a copy of the lease deed/rent
agreement at the time of seeking fresh
accreditation/renewal/change of address of the institute.
6.23 On successful completion of training the candidates get COT i.e.
the Completion of Training Certificate by Bharti AXA.
48
7.Conduction of examination:
7.1 Syllabus: the syllabus prescribed by the authority for life
insurance agents is given in annexure 6. it is indicative and not
exhaustive. The self study course material developed by institute
in book form only the broad basis of examination which is
available for sale with the institute and its associated institutes.
A candidate is expected to study the course material in depth
and also assimilate general information relevant to the subject.
Candidate is also expected to know up-to-date developments in
the insurance industry.
7.2 Pattern of examination: normally objective type multiple
choice questions are asked. A candidate is required to indicate
the correct alternative. A candidate is required to secure at least
50% marks to be declared successful. But the institute reserves
the right to change, the pattern of question paper for the
examinations without notice to anyone to test the knowledge of
the candidate as it deems fit.
7.3 Mode of examination: The test can be taken up in either of the
two modes- online or offline. Depending on the mode of testing
the training is also arranged. For online mode the training is also
done online whereas in offline mode the training is done in the
class room format of. The duration of classroom training is 6+2
days. Where 6 days are reserved for compulsory IRDA training
and the remaining 2 days are for product based training.
7.4 Admission card: No candidate will be allowed to appear for the
examination unless he/ she produces the admission card. The
49
admission card will be issued by Bharti AXA. Besides admission

card candidate must possess COT issued by Bharti AXA.
7.5 Sample questions: a list of sample questions is given as
annexure.
8. Final selection as Life Advisor: the final selection as

Life advisor is communicated to the candidate.
SURVEY QUESTIONNAIRE
1. Name:
2. Age:
3. Sex: Male
Female
4. Occupation:
• Government Employee
• Private Employee
• Student
• Proprietor
• Others
5. Number of Years spent in Pune:

• Less than 1 year
• 1-2 Years
• 2-3 Years
• 4-5 Years
6. Marital Status: Married

Unmarried
7. Do you live in joint family? Yes

No
8. If married do you have children, how many?
50
• 1 child
• 2 children
• 3 children
• 4 children
9. Which is your biggest concern for future?
• Child education
• Retirement
• Child’s marriage
• Medical illness
10. Have you made provision for future liabilities?
• Yes
• No
11. Given a chance would you like to make extra money?
• Yes
• No
51
CHAPTER 4
DATA PRESENTATION, ANALYSIS

AND INTERPRETATION
Analysis 1
Age of respondents: the following is the distribution of age of the
respondents.
Age <25 Years 25-35 35-45 >45 Years
Years Years
Number of 584 396 73 47
individuals
52
Age of respondents
Number of individuals 700

584
600
500
396
400
300
200
73 47
100
0
<25 years 25-35 years 35-45 years >45 years
Age
Less than 25 years of age individuals constitute 53% of sample size.

Whereas individuals with more than 45 years of age constitute only
4%.
Interpretation: sample which has been surveyed is dominated by
younger individuals.
Analysis 2
Sex of respondents
Sex of Respondent
male female
female, 286, 26%
male, 814, 74%
Interpretation: Sample is dominated by males which constitute 74%

of total size.
Analysis 3
Occupation of Respondents
53
Occupatio Studen Pvt. Govt. Proprietor Others

n t Employee Employee
Number 436 395 87 135 47
others, 47 govt. employee, 87

proprietor, 135
pvt. Employee, 395
govt. employee
pvt. Employee
student, 436 student
proprietor
others
Interpretation: Sample is dominated by students and Private Employees (76%).
Analysis 4
Number of Years spent in Pune.
Number of years spent in Pune
4-5 years 243

number of years
2-3 years 231
1-2 years 158
less than 1 year 468
0 50 100 150 200 250 300 350 400 450 500

number of individuals
Interpretation: Most of the individuals (less than 1 yr) have come to

Pune to study or work. The individuals with 4-5 years spent in Pune or
more are basically localites.
54
Analysis 5
Marital status:
Marital status
368, 33%
married
unmarried
732, 67%
Interpretation: two thirds of the sample size is Unmarried people.
Analysis 6
Question: Do you stay in a joint family in Pune?
Yes – 387 No- 713
Fam ily type of r e s ponde nt
800
713
700
600
500
387
400
300
200
100
staying in joint f amily not staying in joint f amily
55
Interpretation: Almost 65% of Individuals are staying either alone or

in a nuclear family. They are basically students or individuals who have
come to Pune for job opportunities.
Analysis 7
Question: If you are married, do you have any children? How
many?
Number of 1 child 2 children 3 children 4 children
children
Number of 97 72 15 1
individuals
Number of children if married.
120
97
Number of individuals
100
80 72
60
40
20 15
1
0
1 child 2 children 3 children 4 children
Interpretation: Only 185 respondents have children, of which 50%

have only one child.
Analysis 8
Question: What is your biggest concern for future?
56
Biggest concern for future
medical illness,
347, 32% child education,
433, 39%
child's marriage, child education

103, 9% retirement
retirement, 217,
20% child's marriage
medical illness
Interpretation: medical illness (32%) & child education (39%) are

major concern for future.
Analysis 9
Question: Have you made provision for future liabilities?
Yes: 304 No: 796
Have you made provision for future Liabilities.
yes, 304, 28%
no, 796, 72%
Interpretation: 72% of the individuals have made no provision for the

future liabilities.
Analysis 10
Question: Given a chance would you like to make extra money?
Yes: 833 No: 267
57
Given a chance would you like to make extra money?
no, 267, 24%
yes, 833, 76%
Interpretation: 76% of the individuals would like to make extra

money. Such individuals are identified and then they are motivated
become Life advisors for an extra source of income.
• After undertaking the entire process of questionnaire

survey, individuals were analysed on the basis of their Q
scores.
• Those individuals whose Q score was greater than 3 were
considered better prospects to be Life advisors.
• 130 individuals were Inter viewed.
• 55 individuals were selected for IRDA training.
• 42 individuals successfully completed the training and
passed the Exam and were Finally selected as Life
advisors at Bharti AXA Life Insurance, Pune.
58
Procurement and development of Life advisors
Individuals finally selected as life advisors 42

Individuals selected for IRDA training 55
Individuals interviewed 130
Individuals with Q score greater than 3 242
Individuals willing to make extra money 833
Individuals surveyed 1100
0 100 200 300 400 500 600 700 800 900 1000 1100 1200
Number of individuals
59
CHAPTER 5
FINDINGS AND SUGGESTIONS
FINDINGS
The findings are based on the survey undertaken and interview of
individuals for the procurement of life advisors.
60
Finally selected
Life advisors 42
Individuals selected
for IRDA training
55
Among the Individuals with scores >

than Q3, those interviewed- 130
Among the individuals who were willing to make extra

money, those with Q score greater than 3- 242
Among the individuals surveyed, the individuals who were willing to

make extra money- 833
Total number of Individuals surveyed -1100
The major findings are:

1. The Individuals finally selected as Life advisors constitute
3.82% of Sample size.
2. 76.36% of the Individuals who underwent the training
cleared the exam.
3. 5.04% of the individuals who wanted to make extra
money could finally be selected for the Job.
SUGGESTIONS
61
• The fee charged from candidates as application money should be

waved off. It should rather be paid by the Insurance Company.
• The strict training schedule should be made flexible. For a person
who is Q4 or Q5 on score it is difficult for him/ her to be able to
come for training especially in case when he/ she is already
working.
• The incentive system should be more attrative to motivate more
and more people for becoming Life Advisors.
• More and more promotional activities should be held for
enhanced brand building which will facilitate revenue generation
and increased satisfaction leading to customer retention in the
long run.
• There is need to have in place a properly managed performance
appraisal system even for life advisors that would contribute to
effective retention of personnel.
62
CONCLUSION
For the purpose of this report, it was found that the questionnaire
and interview questions, employee manual were sufficient to obtain
the information required to analyze the process of requirement and
selection within the organization. It has been found that the
organization has a sound understanding of what process
need to be used in order to achieve effective recruitment
and selection of Life advisors. In addition to this, there are
several recommendations for the organization.
For any firm to be successful the main objectives should be:
• Sustainable long-term growth,
• Stable income and
• Asset preservation;
• Need to emphasize quality and diversification in both equity
and fixed income asset classes.
• Focus should be on long-term consistent investment
performance.
• Emphasis towards training and enhancing skills of recruitees
needs to be more.
• Invest more in current staff than in Recruitment:
• Conduct internal audit.
• Be Creative
• Understand and manage salary:
.
63
The general perception of life insurance has to change in India

before progress is made in this field.
BIBLIOGRAPHY:
• www.irdaindia.org
• www.bharti-axalife.com
• www.wikipedia.org
• www.ibef.org Indian brand equity forum
• www.scribd.com
• NAAF
64
Annexure 1
PERSONAL DETAIL FORM
DATE:
NAME: CONTACT NUMBER:

FATHER’S NAME:
AGE: D.O.B:
OCCUPATION:
ADDRESS:
FAMILY HISTORY:
NAME AGE OCCUPATION

FATHER:
MOTHER:
BROTHER:
SISTER:
E-MAIL:-
65
Annexure 2
Broad syllabus for pre- recruitment exam for life insurance
agent:
1. Introduction to insurance:
• What is insurance
• Purpose and need of insurance
• Classification of risk
• The human asset
• Insurance as a social security tool
• Role of insurance in economic development
2. principles of life assurance:

• life insurance contracts
• principle of utmost good faith
• insurable interest
• principle of indemnity
• different risks
66
3. premium and bonus

• what is premium?
• Premium calculation
• Life fund
• Actuarial valuation
• Bonus
4. life insurance products

• basic elements
• some popular plans
• variable insurance plans
• salary saving schemes
• riders
• annuities
• group insurance
5. underwriting
• introduction
• classification of risk
• financial underwriting
• assessing risk
• adverse selection
• non medical underwriting
• recent rends
6. insurance documents
• proposal form and personal statements
• first/ renewal payment receipt
67
• policy document
• endorsement
• prospectus
7. policy conditions
• age, days of grace
• lapse and non- forfeiture
• paid up value
• revival
• assignment, nomination
• surrenders and loan
• foreclosure
• alterations
• married women’s property act policy
8. claims
• maturity claims
• survival benefit payments
• death claims
• accident and disability benefits
• claims concessions.
9. unit linked life insurance products

• what is linked policy
• option of funds
• net asset value (NAV)
• flexibility
• lock in
• charges
68
• ULIP and traditional insurance

• Annuities and pensions
10.insurance agency
• definition of an agent
• agents’ regulation
• procedure for becoming an agent
• methods of remunerating agents
• agency as a profession
• functions of agents
• responsibilities of an agent
• pre requisites for success
• ethical behavior
11.law and regulations

• insurance act 1938
• LIC act 1956
• IRDA act 1999
• Consumer protection act 1986 (COPA)
• Ombudsman
• Income tax act
• MWP act
• Rural and social sector
• Micro insurance
69
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Sinhgad Institute of Management

UNDER THE GUIDANCE OF

SINHGAD INTITUTE OF MANAGEMENT

I the undersigned, hereby declare that this project entitled

Anmol Kumar Dubey

I take this opportunity as privilege to express my deep

I am deeply indebted to Prof.Dr.,M.R.Tambe my research

I take this opportunity as privilege to articulate my

I would like to acknowledge all my family members,

The project is about procurement and development

The project report submitted here covers theory on

During the process of summer project we conducted

CHAPTER 1- INTRODUCTION TO PROJECT

PURPOSE OF THE PROJECT

The purpose of the company project study was to:

• Get hands on experience of recruitment in Insurance

• Understand the external recruitment process of Life

• Applying theoretical knowledge to the recruitment

SIGNIFICANCE AND IMPORTANCE OF THE

In addition, challenges regarding the recruitment and retention of employees are

OBJECTIVES OF THE PROJECT

Team objective: To recruit more than 30 Life advisors during

Individual objective: To interview prospective candidates to be recruited as LA and

SCOPE OF THE PROJECT

• Identifying individuals who are willing to solicit insurance

THEORY ON RECRUITMENT & TRAINING

The Recruitment Process: Recruitment refers to the

organizations generally retain professional recruiters. These are the

Sourcing: Sourcing involves

1) Advertising a common part of the recruiting process, often

2) Recruiting research, which is the proactive identification of relevant

Screening & selection: Suitability for a job is typically assessed by

In some countries, employers are legally mandated to provide equal

A well-planned introduction helps new employees become fully

The major challenges faced by the HR in recruitment are:

• Adaptability to globalization – The HR professionals are expected

• Lack of motivation – Recruitment is considered to be a thankless

• Process analysis – The immediacy and speed of the recruitment

• Strategic prioritization – The emerging new systems are both an

Training and development: In organizational

In some organizations the term Learning and Development is used

14. Teaching Method

The various forms of Training and development are explained below.

1. Coaching is a method of directing, instructing and training a

2. Continuing Professional Development (CPD) or Continuing

3. Electronic learning (or e-Learning or eLearning) is a type of

contexts. In companies, it refers to the strategies that use the

4. Executive Education is the term used for programs at

6. Leadership development: Leadership development refers to

7. Instructional Animations are animations that are used either

8. Instructional Design is the practice of arranging media

university courses and both professional and academic journals

10. Organizational learning is an area of knowledge within organizational theory

11. Organizational knowledge: What is the nature of knowledge

12. Mentorship refers to a developmental relationship between a

13. Teaching methods are best articulated by answering the

14. Blended Learning is the combination of multiple approaches to

introductory lesson in the classroom, and then to provide follow-

15. Outbound Management Development Programmes are a training method for

16. Performance measurement is the process of assessing

• In network performance management

(a) A set of functions that evaluate and report the behavior of

(b) a set of various sub-functions, such as gathering statistical