CHAPTER - 1
2
INTRODUCTION
Training &Development is vital part of human resource development. It is assuming ever important role
in wake of advancement of technology which has resulted in ever increasing competition, rise in
customer’ s expectation of quality and service and a subsequent need to lower cost. Training is required
not only to impart necessary job skills but also for preparing them for physically demanding jobs.
Training & development is one of the biggest tool of an organization to increase its productivity
and growth of employees & to enhance the effectiveness and efficiency of employees, so every
OBJECTIVE OF RESEARCH:
Training and development are very relevant topic For any organization which one has to
focus on it. So there are certain objectives of training and Development are given below:
*To find out the level of contentment among employees for T&D Program
4
Organization is not about bricks and mortar ,plant and Machinery, it is the human who
actually runs the organization by own skills and knowledge.So human resource is the biggest
resource on which every resource depends, and its not Necessary that every time the humans
done the work in proper manner, but due to lack of Knowledge and skills they didn’t perform
their job properly so they need proper training and Development programs to learn the job or
UPAVP is the best place for conducting research program on training and development as it
is very old organization established in 90’s and thousands of employees were working since
long time ago when the computers did not enter into the market and now a days every work
from collection of data to auditing is automatic and done with the help of computers so its
obvious that UPAVP provides proper training totheir employees so I choose UPAVP for
doing research .
5
CHAPTER - 2
6
process of identifying the training gap and its related training need.
TNA can be described as “the acquisition of skills, concepts or attitudes that result
➢Task analysis
Training refers to the methods used to give new or present employs the skills they need to perform
their jobs. Training might thus mean showing a machinist how operate his new machine, a new
salesperson how to sell he firm's product, or a new supervisor how to interview and appraise employees.
Training's focus has broadened in the past few years. Training used to focus mostly on teaching
technical skills, such as training assemblers to solder wires or teachers to device lesson plans. Employees
today need skills (and thus training) in team building, decision marking and communication, as well as
increasing an employee's ability to perform through learning, usually by changing the employee's
performance deficiency, In simple terms, training and development refers to the imparting of specific
skills, abilities and knowledge to an employee. A formal definition of training development is “it is any
perform through learning, usually by changing the employee’s attitude or increasing his or her skills and
knowledge.”
The need for training & development is determined by the employee’s performance deficiency,
computed as follows:
We can make a distinction among training, education and development. Such distinction enables us to
acquire a better perspective about the meaning of the terms. Training, as was stated earlier, refers to the
process of imparting specific skills. Education, on the other hand, is confined to theoretical learning in
classrooms.
Development refers to those leering opportunities designed to help employees grow. Development is not
primarily skills-oriented. Efforts towards development often depend on personal drive and ambition
10
Information
At its most basic form, a piece of information about something is a "unit of awareness" about that thing.
Some people think that this awareness occurs only in the brain and, therefore, usually comes from some
form of thought. Other people also accept information as a form of realization from other forms of
Knowledge
Knowledge is gleaned by organizing information. Typically, information evolves to knowledge by the
Skills
Skills are applying knowledge in an effective and efficient manner to get something done. One notices
skills in an employee by their behaviors.
Task
A task is a typically defined as a unit of work, that is, a set of activities needed to produce some result,
e.g., vacuuming a carpet, writing a memo, sorting the mail, etc. Complex positions in the organization
may include a large number of tasks, which are sometimes referred to as functions.
Job
A job is a collection of tasks and responsibilities that an employee is responsible to conduct. Jobs have
titles.
Role
A role is the set of responsibilities or expected results associated with a job. A job usually includes
11
several roles.
Learning
Typically, learning is viewed as enhancing one's knowledge, understanding or skills. Some people see
learning as enhancement to one's knowledge, awareness and skills. Some professionals view learning as
Continuous Learning
Simply put, continuous learning is the ability to learn to learn. Learning need not be a linear event where
a learner goes to a formal learning program, gains areas of knowledge and skills about a process, and then
Training
This term is often interpreted as the activity when an expert and learner work together to effectively
transfer information from the expert to the learner (to enhance a learner's knowledge, attitudes or skills)
Education
This term seems to be the most general of the key terms in employee training. Some professionals view
education as accomplishing a personal context and understanding of the world, so that one's life and work
are substantially enhanced, e.g., "Go get an education." Others view the term as the learning required to
Development
This term is often viewed as a broad, ongoing multi-faceted set of activities (training activities among
often includes a wide variety of methods, e.g., orienting about a role, training in a wide variety of areas,
ongoing training on the job, coaching, mentoring and forms of self-development. Some view
skills, learn theoretical concepts and help acquire vision to look into distant future.
In addition to these, there is a need to impart ethical orientation, emphasize on attitudinal changes
Skills
Training, as was stated earlier, is imparting skills to employees. A worker needs skills to operate
machines, and use other equipments with least damage or scrap. This is a basic skill without which the
operator will not be able to function. There is also the need for motor skills. Motor skills refer to
performance of specific physical activities. These skills involve training to move various parts of one’s
body in response to certain external and internal stimuli. Common motor skills include walking, riding a
bicycle, tying a shoelace, throwing a ball and driving a car. Motor skills are needed for all employees –
from the clerk to the generalmanager. Employees, particularly supervisors and executives, need
Interpersonal skills popular known as the people skills. Interpersonal skills are needed to understand one
of others’ feelings.
Education
The purpose of education is to teach theoretical concepts and develop a sense of reasoning
and judgement. That any training and development programme must contain an element of education is
well understood by HR specialist. Any such programme has university professors as resource persons to
enlighten participants about theoretical knowledge of the topic proposed to be discussed. In fact
organizations depute or encourage employees to do courses on a part-time basis. Chief Executive Officers
(CEO’s) are known to attend refresher courses conducted by business schools. Education is important for
Development
Another component of a training and development is development which is less skill oriented but stressed
on knowledge. Knowledge about business environment, management principles and techniques, human
relations, specific industry analysis and the like is useful for better management of the company.
Ethics
There is need for imparting greater ethical orientation to a training and development programme. There is
no denial of the fact that ethics are largely ignored in businesses. Unethical practices abound in
marketing, finance and production function in an organization. They are less see and talked about in the
personnel function. If the production, finance and marketing personnel indulge in unethical practices the
fault rests on the HR manager. It is his/her duty to enlighten all the employees in the organization about
Attitudinal Changes
Attitude affects motivation, satisfaction and job commitment. Negative attitudes need to be converted
Nevertheless, attitude must be changed so that employees feel committed to the organization, are
motivated for better performance, and derive satisfaction from their jobs and the work environment.
14
Decision making skill and problem solving skills focus on method and techniques for making
organizational decisions and solving work-related problems. Learning related to decision-making and
problem-solving skills seeks to improve trainees’ abilities to define structure problems, collect and
analysis information, generate alternative solution and make an optimal decision among alternatives.
Training of this type is typically provided to potential managers, supervisors and professionals.
15
Companies derive competitive advantage from training and development. Training anddevelopment
programmes, as was pointed out earlier, help remove performance deficiencies in employee. This is
(1) The deficiency is caused by a lack of ability rather than a lack of motivation to perform,
(2) The individual(s) involved have the aptitude and motivation need to learn to do the job better, and
There is greater stability, flexibility, and capacity for growth in an organization. Training contributes to
employee stability in at least two ways. Employees become efficient after undergoing training. Efficient
theworkforce. Further, trained employees tend to stay with theorganization. They seldom leave the
company. Training makes the employees versatile in operations. All rounder’s can be transferred to any
job. Flexibility is therefore ensured. Growth indicates prosperity, which is reflected in increased profits
from year to year. Who else but well-trained employees can contribute to the prosperity of an enterprise?
Accidents, scrap and damage to machinery and equipment can be avoided or minimized through training
Even dissatisfaction, complaints, absenteeism, and turnover can be reduced if employees are trained well.
Future needs of employees will be met through training and development programmes.Organizations take
They are absorbed after course completion. Training serves as an effective source of recruitment.
Training is an investment in HR with a promise of better returns in future. A company’s training and
development pays dividends to the employee and the organization. Though no single training programme
yields all the benefits, the organization which devotes itself to training and development enhances its HR
capabilities and strengthens its competitive edge. At the same time, the employee’s personal and career
goals are furthered, generally adding to his or her abilities and value to the employer. Ultimately, the
The HR formulates the following training objectives in keeping with the company's goals and
objectives:
a) To prepare the employee both new and old to meet the present as wall as the changing.
b) To prevent obsolescence.
c) To impart the new entrance the basic knowledge and skill they need for an intelligent
e) To assist employee's to function more affectively in their present positions by exposing them to
the latest concept, information and techniques and developing their skills they will need in their
particular fields.
f) To build up a second line of competent officers and prepare than to occupy mare responsible
positions.
g) To develop the potentialities of the people for the next level job.
Training Process:
18
The first step in the training process in an organization is planning i.e. the assessment of
its objectives and strategies. What business are we in? At what level of quality do we wish to
provide this product or service? Where do we want to be in the future? It is only after answering
these and their related questions that the organization must assess the strengths and weakness of
Needs Assessment:
Need assessment diagnoses present problems and future challenges to be met through
training and development. Needs assessment occurs at two levels-group and individual. An
individual obviously needs training when his or her performance falls short of standards, that is,
when there is performance deficiency. Inadequacy in performance may be due to lack of skill or
knowledge or any other problem. The problem of performance deficiency caused by absence of
Once training needs are assessed, training and development goals must be established.
Without clearly-set goals, it is not possible to design a training and development programmer
and, after it has been implemented, there will be no way of measuring its effectiveness. Goals
must be tangible, verifiable, and measurable. This is esay where skills training is involved.
Behavioral objectives like attitudinal changes can be more difficult to state. Nevertheless. clear
19
behavioral standards of expected results are necessary so that the programmer can be effectively
Every training and development programmer must address certain vital issues i) Who
participates in the program? ii) Who are the trainers? iii) What methods and techniques are to be
used for training? iv) what should be the of training? v) what learning principles are needed? vi)
Implementation is beset with certain problems. In the first place, most managers are action-
oriented and frequently say they are too bust to engage in training efforts. secondly, availability
of trainers must know the company's philosophy, its objectives, and the goals of the training
programmer.
Scheduling training around the present work is another problem. How to schedule training
without disrupting the regular work is another problem. How to schedule training without
disrupting the regular work? There is a problem of record keeping about the performance of
trainee during his or her training period. This information may be useful to evaluate the program
of the trainee in the company.
The last stage in the trading and development process is the evaluation of results. It
involves finding out whether training programmes are successful or ot. If training programmes
fails to meet the set objectives the process is refollowed.
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Employee training and development is an indispensable part of human resource function and
management. Both the activities aim at improving the performance and productivity of the
employees. Training is a program organized by the organization to develop knowledge and skills in the
employees as per the requirement of the job. Conversely, Development is an organized activity in which
In training, the employees are imparted technical knowledge and skills related to the particular job and
stresses on improving the abilities of each worker. In contrast, development is a sort of educational
process which focuses on the growth and maturity of the managerial personnel. Check out the article
given below, that elucidates the difference between training and development, in tabular form
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BASIS FOR
TRAINING DEVELOPMENT
COMPARISON
METHODS OF TRAINING
Under this Method the employee is trained on the job and at his work palace. The is
provided by the superior or a senior employee. The training is suitable where a few
employees are to be trained in the real job environment and no expert instructor is
required.
Coaching:- Under this method, the trainees received personal guidance and
instruction from his superior. This method is effective when the superior is well
Under study:- Here the trainee works as an assistant to a superior manager. The
Job Rotation:- It involves a systematic transfer of the trainees from one job to
another so as to broaden.
➢Training can be delivered at the optimum time: for example immediately before a
➢Training is delivered by colleagues and can go someway to integrate the trainee into
the team.
➢There is a tendency to fit OJT in when it is convenient for office routine rather than at the optimum
➢Too much training can be delivered in one session leading to ‘information overload’ and trainee
fatigue.
➢If immediate practice is not accompanied by feedback the trainee can feel abandoned after the initial
experience.
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Under these methods, training is given outside and external agency arranges the
training programmer. The focus is more on learning than doing. Off-The-Job training
enables training to concentrate batter because they are free from job pressure. It is suitable
lectures to impact knowledge and skills about a job. Some organizations like
Role playing:- Under this method, the participants in acts a number of roles to
ten person is formed. The members of the group freely express their ideas, beliefs
and attitudes.
26
It is systematically organized
It is often formal
It is expensive.
It is artificial in nature.
27
(ii) Training programme should be leopardess for all, in the organization and not
(iii) Training programme should pre-planed and well organized taking in view, the
objectives of training programme. For this purpose the whole task should be
systematic order.
(iv) Training programme should be designed according to size, nature and financial
position of the concern. A small scale enterprise cannot afford much to the
training programme.
Such training director is well trained and experienced in the art training.
(vii) Theoretical and practical aspects of training must be given due considerations
the training.
employer and the employees. Their group interests should not be suffered.
(x)It is not essential to follow a single method of training for all employees. The
purpose of training is to develop the men and not the methods, therefore, more
than one method maybe followed side by side for different groups.
(xi) The main purpose of the training programme should be to motivate the workers to
expected at the concussions of the learning process such as promotion or a better job.
programme
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*Leads to improved profitability and/or more positive attitudes towards profit orientation. Improves the
*Aids in developing leadership skills, motivation, loyalty, better attitudes, and other aspects that
successful workers and managers usually display
*Helps keep costs down in many areas, e.g. production, personnel, administration, etc.
*Develops a sense of responsibility to the organization for being competent and knowledgeable
Benefits to the Individual Which in Turn Ultimately Should Benefit the Organization:
*Helps the individual in making better decisions and effective problem solving
Operationalised
*Provides information for improving leadership, knowledge, communication skills and attitudes
*Provides the trainee an avenue for growth and a say in his/her own future
*Helps a person develop speaking and listening skills; also writing skills when exercisesare required.
Helps eliminate fear in attempting new tasks.
Benefits in Personnel and Human Relations, Intra-group & Inter-group Relations and
Policy Implementation:
*Aids in orientation for new employee and those taking new jobs through transfer or promotion
*Improves morale
The process of training evaluation has been defined as "any attempt to obtain information on the
effects of training programmer, and to assess the value of training in the light of that information." The
c) Knowing trainees' expectations before the training programmer and collecting their views
d) Seeking opinion of trainees' superior regarding his/her job performance and after training.
Control: It helps in controlling the training program because if the training is not
effective, then it can be dealt with accordingly.
Intervention: It helps in determining that whether the actual outcomes are aligned
with the expected outcomes.
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➢Conducting appraisals;
1. Maintain the training plan detailing courses, course dates, trainers, guest speakers
and venues.
2. Ensure information on training courses run by the department is current and accurate
and changes are reflected in appropriate documentation.
5. Ensure diversity information for both course applications and course delivery is
accurately recorded.
7. Act as a point of contact for matters relative to the administration of the designated
training activity.
11. Maintain stationery supplies and order as necessary (Receipt Books) etc.
12. Progress external training applications ensuring an accurate record of requests and
allocations is maintained.
IMPEDIMENTS TO EFFECTIVE TRAINING AT UPHDB
There are many impediments which can make a training programmer ineffective. Following are the major
hindrances:
Most companies do not spend money on training. Those that do tend to concentrate on mars.,
technicians and professionals. In an increasingly competitive environment, the ability to implement rapid
Companies spend minuscule proportions of their revenues on training. Worse Still, budget
allocation to training is the first item to be cut when a company faces a financial crunch.
This is the reason why business must spend must sums of many to train workers in basic skills.
Organizations also need to train employees in multiple skills. Managers, particularly at the middle level,
need to be retrained in team-playing skills, entrepreneurship skills, leadership skills and customer-
orientation skills.
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Trained work-force is in great demand. Unlike, Germany, Where local business groups pressurize
Organizations are downsizing and de-layering in order to trim their work-forces. The
government. should set apart certain fund from the national renewal fund for the purpose of retaining and
B Schools are often seen as not responding to labor-Market demands to B Schools. to Schools.
This must change. Businessmen must sit with deans and structure the courses that would serve the
Organized labour Can play a positive role in imparting training to workers. Major trade unions in
our country seem to be busy in attending to mundane issues such as bonus, wage revision , settlement of
disputes, and the like. They have little time in imparting training to their members
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CHAPTER-3
39
ORGANIZATION PROFILE
U.P. Housing & Development Board is an autonomous organization founded under "The Uttar
Pradesh Awas Evam Vikas Parishad Adhiniyam 1965" is involved in Housing & Development activities
in the state since 1966. It has a vision and mission to uplift the living standards of the people by providing
them well-developed townships having all basic amenities and healthy environment to ensure the over-all
UPHDB is capable of managing all its construction & development activities with its own resources, with
budgetary turnover of about Rs. 2077.66 Cr. in the year 2018-19 and has expanded its jurisdiction and
notified over 62 cities (56 UP + 6 UK) for its activities with 172 projects (147 UP + 25 UK)
for development of new townships in the state of Uttar Pradesh & Uttrakhand since 1966. It has acquired
8711.24 hectares of land till March 2018 and developed 8288.24 hectares of land including houses and
plots of different sizes suitable to the requirement of every section of the society.
UPHDB has homogeneous mix of Architect & Engineers, at Junior, Middle & Senior
levels. Total executive control of the organization rests with The Housing Commissioner. Whole
organization is divided in Nine departments, controlled by respective HOD's. The departments are:
Land Acquisition
Properties
Legal
For proper implementation of projects, whole state of Uttar Pradesh is divided into eleven circle.
At circle level engineering projects are controlled by Superintending Engineers & headed by
Commissioner, while Architecture & Planning is controlled by respective Chief Architect Planner.
At project level works are handled by Construction Divisions, which are under control of
Executive Engineer.
Apart from regular works UPHDB takes up deposit & consultancy works through Global
Construction & Consultancy Cell, a wing of UPHDB, under control by three Joint Director
UPHDB is well equipped with latest tools and Plants and construction Machinery.
41
UPHDB has the services of four Quality control Units having Laboratory fully equipped with
latest testing instruments and machines, and Division Laboratories at every division/Unit for
ensuring better quality control headed by Director, Quality Control & Design.
UPHDB has the services of a structural and services Design Wing equipped with latest computer
and software's
Human Resources
UPAVP is a professionally managed organization with specialists working in different fields viz.
Maintenance, Estate and financial Management etc. Senior professionals and administrators head
Quality Consciousness
UPAVP is highly quality conscious having its own quality control manual. The board has
established one Central Laboratory and two regional testing laboratories. Besides these there are
Transparent Working.
There are specific rules and regulations for all activities undertaken by the board. All rules
and regulation of the board are mode public through Gazette notifications.
Although housing is the need of everybody but it is most need to those who do not have
any shelter over their head and are forced to occupy public land. For these people 8480 dwelling
units have been constructed under "Samajwadi Ashraya yojna" at different places.
The UPAVP has constructed multi storied office buildings and commercial towards for its
own and public use. It has also developed market areas and convenient shopping. Providing
Recognizing the need for modern management techniques, UPAVP has adopted latest and
many innovative methods and techniques for its faster growth such as:
Normal procedure for land acquisition is highly time consuming and bothersome. UPAVP
is now directly negotiation with farmers/land Owners for acquiring land for Urban Housing
Disaster Management
During 1999, a severe earthquake hit Garhwal region UP hills. UPAVP helped in
rehabilitating thousands of people whose house were damaged/destroyed. The new houses were
Building Center
With a view to innovate and practice new building material, UPAVP established its own
Building centers at 4 Places in the state. New material produced at these centre are being used in
Public Redressed
To look into difficulties of the allotted and land owner etc. a public redressed system since
Parishad Divas
Parisad Divas organized In third Thursday of each month, there is a face - to - face hearing and
Diversification
43
The board has diversified its activities for executing projects of bigger magnitude for other
departments and agencies. At present it has many projects of Rs. 333.63 Cr. in hand. It includes
office, building for various government departments, over all department and construction of
Vision Statement
UPAVP shall strive its best to ensure affordable housing in environmentally invigorating habitats with
inclusive facilities especially for the economically weaker section, low and middle income groups and
competitive price options for the other sections of the society.
Mission Statement
To plan and develop state of art townships at affordable price to all sections of the society.
To develop such townships with inclusive facilities which include modern amenities, community
services, hospitals, educational institutes, neighborhood parks and playgrounds.
To plan and develop centers of excellence at strategic locations across the state.
To ensure utmost quality in all works including the works assigned as deposit works by other
organizations.
To sustain the land bank each year equal to the land developed in the previous year.
To encompass newer technologies in construction works with price affordability.
To facilitate public private partnership (PPP) to cater to the housing needs of the society in time.
To ensure prudent financial results with appropriate accounting principles.
To maintain and sustain a user friendly dedicated website with online facilities for the intended
services.
To maintain an effective public grievance redressal mechanism and set standards by adhering to
timeframe and schedules.
To impart quality training, capacity building and skill up-gradation for the employees of the
organization.
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To promote innovative ideas and pioneering initiatives in the functioning of the system.
To improve working conditions favorable for the employees and clientele as well. To be successful as
a total quality organization.
CITIZEN CHARTER
COMMITMENTS OF HOUSING BOARD
Unbiased, quick and cordial service with full integrity and honesty,
Disposal of appeal for services under "U.P. Janhit Guarantee Adhinium-2011" as per the Act.
Plot/house/property Allotment
Obligations of Consumers
Time Officer
S.No. Purpose/Enquiries
Schedule Responsible
1. Mutation of plot/house* 60 Day E.M.O.
2. Execution of agreement/sale deed* 15 Day E.M.O.
Refund of registration amount to unsuccessful applicants after
3. 10 Day E.M.O.
the lottery*
Conversion of free-hold dead of plot/house(Exclude Najool
4. 15 Day E.M.O.
Land) *
5. To obtain copy of office orders* 7 Day E.M.O.
To obtain calculation memo regarding installments of plot/
6. 7 Day E.M.O.
house
7. To obtain details of interest/penal interest calculation 10 Day E.M.O.
8. To obtain reschedule of installments 10 Day E.M.O.
9. To obtain settlement of anomalies in the deposited amount 10 Day E.M.O.
To obtain Reinstatement of plot/house allotment on request
10. 15 Day E.M.O.
made within 15 days of cancellation
11. To obtain Costing for complete payment 7 Day E.M.O.
To obtain possession letter of plot/house after registration of sale
12. 5 Day E.M.O.
deed
Time Officer
S.No. Purpose/Enquiries
Schedule Responsible
1. To obtain costing of plot/house 5 Day S.E.
46
Land Acquisition
1. To know the boundaries of land proposed for acquisition 5 Day JHC(L.A.)
Disposal of application regarding readjustment of land in the
2. 90 Day JHC(L.A.)
Parishad scheme
RESPONSIBILITIES OF ALLOTTEE/APPLICANT
Plot or building should be purchased only in such scheme where lay-out plan has been
sanctioned by the Competent Authority
Do not purchase plot or building falling within undeveloped land or unauthorized colony
Do not purchase house or building whose construction is illegal.
Comply with formalities relating to plan approval and pay all prescribed fees/ charges.
Construct your house after approval of the building plan and in accordance with the
approved plan.
Complete construction of the building within validity of the building permit.
Use your land or building as per land-use prescribed in the Master Plan.
Do not encroach upon road, drain, park, public land, etc.
Do not choke/plug the drain abutting your plot or building by covering it with earth or any
other material.
Do not encroach upon others land or property.
Do not carry out illegal construction on your land or plot.
Do not continue construction in case it is sealed.
Pay all installments by due date relating to plot or building allotted by U.P. Housing And
Development Board.
Pay all charges by due date related to maintenance of civic amenities.
Extend full cooperation in the maintenance of civic amenities.
Do not install motor pump on water supply main.
Do not purchase plot/building or get any other work done through the mediators/dalals.
Extend the full cooperation to the field staff of the Authority/ Housing Board in
discharging their responsibilities.
All Public Information Officers are nominated as Public Grievance Officer. The name &
contact detail of PGO's are mentioned in Parishad web site http://www.upavp.com or
asked from Parishad Toll Free No.1800-180-5333.
Grievance Lodging
Personal/Written/By Fax
48
If the grievance is not replied to the PGO's the following 04 level of appeal is proposed to pursued
with the higher level.
Copy of appeal is also send to Additional Management Representative, Sevottam Prakostha, 104-
M.G. Marg, Lucknow.
First Level Appeal-
Ombudsman
Sri. V. N. Garg, IAS Grievance Redress
Principle Secretary
Forest & Environment Within 30 days
U.P. Government, Lucknow.
Stakeholders/Client-
49
2- Representatives of Unions.
3- Representatives of Costumers.
4- Employees, Citizen's.
DOCUMENTATION REQUIREMENTS
1. General
UPHDB has documented the following:
a) Service quality manual;
b) Citizen' charter;
c) Any other documents needed by UPHDB for effective planning, operation and control
of its service and service delivery processes; and
d) Records required by this standard.
2. Service Quality Manual
UPHDB has established and maintained a service quality manual which includes
a) Scope of service quality management system;
b) Service quality policy;
c) Service quality objectives:
d) Complaints handling objectives;
e) Responsibility and authority of personal at relevant levels within the scope of this
standard;
Reference: Annex IV of SQMM
f) Documented procedures required by this standard;
Reference: Annex III of SQMM
g) Other documents, needed by UPHDB for effective planning , operation and control of
its service and services delivery processes, or reference to them; Reference: Annex II of
SQMM and
h) Description of service processes including service delivery processes at the customer
interface and those needed to directly
Reference: Annex III of SQMM
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3. Control of Documents
3.1 All the documents required as per IS15700:2005 standard are
a) Approved for adequacy prior to issue;
b) Reviewed periodically, updated, as necessary and re-approved. The changes made are
identified; and
c) Eligible and identifiable indicating their current revision status.
3.2 UPHDB...
a) maintains a master list of all documents related to the scope of this standard which also
indentifies their current revision status;
b) maintains distribution list of all such documents;
c) ensures that the current version of applicable documents are available at points of used,
d) ensures that obsolete documents, if retained for any purpose, are suitably identified to
prevent their unintended use; and
e) ensures that the documents of external origin are identified and their distribution
controlled
3.3 A documented procedure is established to define the controls needed for the above.
Reference: Quality Procedure for Control of Documents QP-01
4. Control of Records
Records (including files) are maintained to provide evidence of conformity to
requirement and for the effective operation of the management system for service quality.
The records are legible, readily identifiable and easily retrievable. The method of
identification, storage, protection, disposition of each record, their retention time and
responsibility for each of these activities are established in a documented procedure.
Reference: Quality Procedure for Control of Documents QP-02.
53
MANAGEMENT RESPONSIBILITY
RESOURCES MANAGEMENT
6.1 UPBDB has determined and provided resources for effective implementation of
management systems for service quality, citizens' charter and complaints handling. The
resources includes human resources, infrastructure and work environment.
6.2 UPHDB ensures that the personnel are
a) Selected on the basis of capability to satisfy defined job specifications,
b) Trained to ensure that they understand the tasks to be performed and the objectives to
be achieved including how they contribute to the achievement of objectives.
c) Aware of their responsibilities including promptly reporting on complaints/ feedback
which have a significant impact on the organization, and
d) Aware of procedures to be followed and information to be given to the customers.
6.2.1 The training records are maintained.
References: Quality procedure for Training/Job responsibilities/
Training Needs Identification/ Training Calendar/Training
Record
6.2.2. UPHDB ensures that the personnel, who are in direct contact with the customers
a) Are available and accessible, as specified in Citizen Charter/official website;
b) Are sensitized to treat customers in a courteous manner;
c) Respond promptly to customer's enquiry/complaint;
d) Provide accurate, updated and complete information; and
e) Possess good interpersonal and good communication skills.
This is achieved by conducting regular or need based trainings by MDC/Sevottam
Prakostha.
Reference: Trainings related correspondence/Training calendar/
Training records
6.3 Infrastructure and Work Environment
57
The organization has determined, provided and maintained the infrastructure and work
environment necessary for achieving service quality and complaints handling. Resource
requirements are discussed in Management reviews/Monthly review meetings
Reference: Minutes of Monthly Review meetings/Minutes of Management
Review meeting.
b) Ensures that the service delivery processes are in line with the objectives defined by
the organization in SQMS;
c) Assures the quality of the products and/or services purchased and/or outsourced,
which affects its service quality;
Reference: Process for Purchase of material UPHDB/PM/ENG/03
d) Ensures availability of procedures/work instructions, information, wherever necessary,
and their implementation so that service delivery processes are carried out as
specified;
Reference: list of Process Manuals
e) Ensures availability and use of suitable equipment, monitoring and measuring devices,
f) Ensures calibration or verification of measuring equipment at specified intervals, or
prior to use, wherever necessary
Reference: process manual for calibration UPHDB/PM/ENG/09
g) Identifies the verification status of the service or service delivery process at relevant
stages through monthly review meeting
Reference: minutes of monthly review meeting
h) Ensures implementation of monitoring and measurement including time norms as
specified in the citizen's charter.
Reference: Minutes of Management Review Meeting & Annual Report
of the public grievance officer of UPHDB is also displayed prominently at the IFC s
and other convenient places ;
d) Unique identification of the complaint is issued and recording necessary information
including relevant details of complaint, remedy requested, due date of redress,
relevant data related to the complaint and immediate action to be taken;
e) Security of the complaint is done and its categorization as critical, major or minor
depending upon its seriousness and severity;
f) Acknowledgement is made of each complaint promptly giving the complaint number
along with an indication of the redress time and the name, designation and telephone
number of the employee to be contacted for all future correspondence;
g) Investigation of relevant circumstances is made and information relating to the
complaint is collected. The level of investigation commensurate with the seriousness
and severity of the complaint. If the complaint cannot be immediately resolved, it is
dealt in a manner which would lead to its effective redress as soon as possible and the
complainant shall be intimated;
h) Communication of the decision is made to the complainant regarding his complaint
immediately after the decision is taken and getting his feedback. In case the decision
taken along with alternative internal and external recourse available for appeal shall
also be intimated, after which the complaint shall be closed; and
i) Nominating 'Ombudsman' who could be approached if normal service delivery
mechanism does not respond. Mr. V.N. Garg, Principal Secretary, Forest &
Environment, U.P. Government, Lucknow has been nominated as Ombudsman.
Reference: Quality Procedure for Customer Feedback including Complaint
Handling QP-06 and Board Order.
60
8.1 Implementation
UPHDB has
a) Established single-window system at points of public contact (Head office & circle
Offices) to facilitate disposal of applications;
b) Set up Information and Facilitation Counters (IFC) and help-lines at Head office &
circle Offices for information on procedures, application status, etc.
c) Widely publicized the citizen's charter through organization's website, media and
sending copies to all stakeholders;
d) Prominently displayed the citizen's charter in the organization; and
e) Taken the decision to publish annually the data relating to performance viz-a-viz
commitment relating to citizen's charter in the annual report or by reviewing it in
MRMs.
Reference: Minutes of Management Review Meeting
CONTROL OF DOCUMENT
1.0 OBJECTIVE:
To establish & maintain a system that ensures that all quality management system
documents are controlled.
2.0 SCOPE:
This procedure is applicable for controlling all internal and external documents used by
UPHDB while implementing the QMS.
Internal Documents:
Quality Manual
Process Manual
Work Instruction
Formats
TLP/ZP, LOP, Building Drawings
Building Bye Laws
Specifications
Quality Control Manual
Office Orders
Technical Circular
Quality Plan etc.
External Documents:
UPHDB Act, Land Acquisition Act
Contract Act, Arbitration Act, Registration Act, Environmental Regulations
National Building Code & B.I.S. Codes
IRC Codes
Government Notifications, Orders &
Regulations of Building Operations Act,
PWD Schedule of Rates
PWD Specifications
63
Regulations
12 Building Bye Govt. CAP/HC SAP Board
Laws
All the documents referred to above are uniquely identified. The numbering systems
adopted for the identification are as follows:-
The system adopted for other documents like drawings, specifications, officer order,
manual etc. is,
Architectural Drawings/Specifications-
of the revision number will go on till 20. When it is reset, issue no. is incremented to
next and revision number brought back to "00". Any changes to the documents are
identified with change or use of different font. This applies only to additions. In case
deletions the nature of changes is indicated in the amendment record sheet.
The documents referred above will be identified by the numbering/identification marks used
by the external agencies. The details of the external documents available and being used will
be maintained by respective SE/Director GCC/SAP/JHC in a master list of external
documents. Designated HOD shall issue the external documents the designated.
4.2.2. Removal of Obsolete Documents:-
As and when any change to the documents is made and revised document issued. the
registered copy holders are required to dispose off the obsolete documents in a suitable
manners. In case the obsolete documents are required for any reference or legal purposes then
the document will be clearly identified and marked. "FOR REFERENCE ONLY" and only
one copy of such obsolete document maintained.
4.3 Computerized Documents:
Computerized data is accessible to authorized or designated user. Back up of all
computer data is maintained (in duplicate) on compact discs (CD)/hard disks/server on
quarterly basis by the designated users and record the same in the Backup Data Entry
Register. One copy of back up data shall be stored at local office shall be stored at stored at
designated location other than same building in safe custody. The storage shall the fire, proof
water proof and theft proof.
68
CONTROL OF RECORDS
1.0 OBJECTIVE -
To establish a system for controlling all quality records in a manner that will provide
evidence of conformity to requirements and effective operation of quality management
system.
2.0 SCOPE -
All department offices/units of UPHDB.
3.0 RESPONSIBILITY -
M.R. for designing & improving the process of controlling of records, while
implementing & maintaining the procedure is various departments/office of UPHDB
with respective HODs/office in charges.
4.0 PROCEDURE -
4.1 Identification of records
Each record required to be maintained by UPHDB shall be identified in the following
manner-
Files - Department Name/Unit Code/ Town Name-
Yojna name /Subject/ Serial Number.
Internal audit Reports - IAR/ Department Name/Unit Code/ Serial
Number/ Date.
Corrective & preventive actions – NCR/ Department Name/Unit Code/ Serial
Number/ Date
Management review Meeting - MRM/ Department Name/Unit Code/ Serial
Number/ Date.
Report related with Quality Control – MPR/ Department Name/Unit Code/ Serial
Number/ Date .
4.2.1 All the records are stored centrally at under the overall control of respective Sectional Head
at the Head Office and field offices respectively. Records are properly filed in the serial
order in the respective folders, which are well protected, uniquely indexed and stacked in
shelves.
4.2.2 The records are stored in a manner that provides easy access to all the users. Any
requisition of records has to be made to JHC at the head office & Sectional Heads at the
filed offices.
4.2.3 The methods and responsibilities for storing protecting, retaining and disposal of records
after reference period is as follows.
4.2.4 A separate master list of records is available with the designated officer giving the details
of their retention period and disposition methods/ authority adopted by UPHDB.
70
Typically the disposition methods included burning ,leaving off etc. All the designated
officer as depend above, endure though constant communication and awareness the need
to maintain record in a legible.
1.0 OBJECTIVE
To establish a documented system for planning and implementation of internal quality
audits to verify whether the quality activities and related result comply with planned
arrangements and to determine the effectiveness of the Quality system.
2.0 SCOPE
This procedure is applicable to all elements/activities of the Quality System.
3.0 RESPONSIBILITY
Management Representative,
4.0 PROCEDURE
4.1 Annual audit schedule is prepared and Internal audits are conducted on six months
based on importance of the activity and in such a way that each section is covered.
4.2 Internal auditors could be selected internally or externally for conducting the quality
audits.
4.3 The Internal audit plan & Schedule is circulated to the auditors and audited
4.4 Internal audits are organized and carried out through auditors with audit check List for
the area allocated for them.
4.5 In case of any Non-Conformity of the system corrective action report Form is issued
by auditor as applicable.
4.7 If any follow up audits is required, the shall be indicated in the "Audit non-compliance
shall close NCR.
4.8 A summary report of audits is prepared based on NCR's and a review is presented in
MRM.
4.9 Changes in quality & safety Management system, as a consequence of NCR,s are
implemented with a view to remove deficiencies in the quality system.
5.0 CHANGES DUE TO REVISION:
NIL.
71
OUTSOURCING
1.0 Objective -
To establish a system for selection and evaluation of outsourcing suppliers for various
services availed by UPHDB to ensure timely adherence of activities and to expedite
the processes.
2.0 SCOPE -
All Services.
3.0 Responsibilities -
Process Owner
4.0 Procedure -
4.1 Listing of identified services to be outsourced in every section and getting its approval
from HC.
4.2 Selection of the suppliers as per guidelines of financial book.
4.3 Signing contract/agreement with selected suppliers and finalization of terms and
conditions.
4.4 Execution of delegated services/work by suppliers and their close monitoring by
dealing officer.
4.5 Evaluation of suppliers on six monthly basis or as per contract.
4.6 In case of any repeated observed non conformance, warning letter is issued to supplier
or otherwise disposal is at discretion of HC.
5.0 CHANGES DUE TO REVISION:
Nil
72
4.9 Shortcoming of the conducted training are taken as input to the training calendar.
Records of training shall be kept by MDC In charge.
5.0 CHANGES DUE TO REVISION-
Nil
With growing expertise in Housing & Development, U.P.H.D.B. has diversified its
activates in procurement and execution of deposit works for various state/central Movement
Departments/Undertaking to turnkey basis. To achieve this objective Global construction &
consultancy cell was created in the year 1993 to cater the needs of our esteem clients.
The cell is an independent, self sustain, autonomous win of U.P.H.D.B. with the the
aim to generate & execute projects for various state/Central Govt.
1. Keeping pace with technology Advancement.
2. Total Quality control.
3. Total solution Provide Approach towards clients.
4. Time solution Provider Approach towards Clients
5. Continuous Growth
6. A homogeneous mix of Engineers at different levels.
7. Having exclusive and independent constriction units all over the state under the direct
control of the director, Global & Consultancy cell.
8. The director at his discretion can use the expertise of any profession of U.P.H.D.B.
9. U.P.I.-I.D.B. is a team of highly qualified, efficient, professionals for specialized jobs.
10. The Team comprises of:
Technical wing having more than 900 Engineers at senior, Middle & Junior Level.
Architecture wing having 25 Architects at senior, Middle & Junior Level. The Board is well
equipped with latest tools. Machinery and Plants reinforced with Hi Tech. With a view to
innovate and evolve new building materials and practices U.P.H.D.B. has establish its won
Building centers at 4 Places in the state.
Some of our satisfied clients are
74
Customs & Central Excise, Trade Tax Health Department, Revenue Department,
Education Department Navodaya Vidaylya, Horticulture Department, Animal Husbandry
Department, Bhoomi Sudhar Nigam, B.H.E.L., S.I.D.B.I., Central Water Commission etc.
MILE STONES ACHIEVED SO FAR LIST OF DEPOSIT WORKS
Revenue Department:
New District Head Quarters Buildings:
Kanpur Dehat (Collectorate Building & Residence) (Rs. 6.9 Crore)
Kushi Nagar (Collectorate Building & Residence) (Rs. 7.5 Crore)
Ambedkar Nagar (Collectorate Building) (Rs. 5.0 Crore)
Tehsil Buildings at various places in U.P. (Rs. 16 Crore)
Medical & Health Department:
300 Bedded Hospital at Farrukhabad (Rs. 13.3 Crore)
100 Bedded Hospital at Kanpur Dehat (Rs. 13.51 Crore) (In Progress)
Medical Training Centres under Indian Population Project-6 Subentries, CMO Office,
Eye ward & O.T., Ladies Hostel 1, Operation Theaters, Blood Bank, Ward Block,
Patient Relation Shed, Chirghar, Upchar Awas Primay & Community Health centers,
etc. at various towns of U.P. (Rs. 46.38 core)
B.H.E.L:
Development works & construction of 123 SFS Houses at Ranipur, Harldwar (Rs.
15.96 crore)
Gramya Vikas Vibbag:
Vikas Bhawan at, Kanpur Dehat and Kushi Nagar(Rs. 4.42 crore)
Bhoomi sudhar Nigam:
Office cum residence at 10 palce and Drainage work at,...& districts of U.P. (Rs. 14.33
crore)
Customs & Central Excise:
Office and Residentail complex at meerut, Muzaffnagar, Haldwani, Kanpur, Rampur,
Roorkee,m Moradabad and Dehradoon (Rs. 19.15 crore)
Mohan Nagar, Cooperative societies:
Development of Housing colonies at Ghaziabad (Rs.8.82 crore)
Horticulture Department:
Development of Housing colonies at Ghaziabad (Rs. 8.82 crore)
Jail Department:-
Barracks and Hospitals (Rs.4.20 crore)
75
Animals Husbandry:
Development and construction of Farm Houses in U.P. (Rs. 2.8 Crore)
76
77
78
CHAPTER-4
79
RESEARCH METHODOLOGY
Definition of Research:
understood as a science of studying how research is done scientifically. In it we study the various
steps that are generally adopted by researcher to know not only research methods/techniques but
Research method is a procedure to help the researches finds the required data to draw conclusion
In other words ,research method is a way of collecting inputs and finding outputs to conduct
successfully solve the research problem by logically adopted various steps is known as research
methodology.
Research methodology is benefit for advancement of human knowledge and provides various
tools to carry out research and develops a critical and scientific attitude.
Objectives of Research:
- Descriptive
- Correlation
- Explanatory
80
Explanatory research attempts to clarify why and how there is a relationship between two or
PROBLEM FORMULATION
In today's scenario the company can't excel and globally compete unless it has proper and
effective Training & Development module. My company guide observed that the U.P. Housing &
Objectives of Research:
1. .To gain familiarity with a phenomenon or to achieve new insights into it (studies with this object in
view are termed as exploratory or formulative research studies);
3. To determine the frequency with which something occurs or with which it is associated with
something else (studies with this object in view are known as diagnostic research studies);
4. To test a hypothesis of a causal relationship between variables (such studies are known as hypothesis-
testing research studies).
82
Primary Data.
The primary data collected through a Questionnaire survey, which is carried out in most of
the cases to fined some of the important information. In order to find out answers to some of the
very important aspects, Close-end questions were put in the questionnaire survey. The question
are related to the employee training in U.P. Housing & Development Board Lucknow
By using this questionnaire we tried to find out the problems related to their training and
How training effect their skill and knowledge. The method used in organization for training and
Secondary Data.
The secondary data was collected through company records, Government Publications,
The main reason for collecting secondary data was to compare the past performance of the
company with present so as to know how the company is performing on the various grounds
suchs. as- Service quality, Service expectance, diversification, distribution channels, awareness',
etc,
84
RESEARCH OBJECTIVES.
To design Training & Development program for various position of employees U.P.
Housing & Development Board Lucknow was my prime objective so that the employees perform
best, derive maximum satisfaction and gain growth as well. To achieve my prime objective I set a
secondary objective and that was to go for job analysis of each position.
RESEARCH DESIGN
A research design is simply the framework or plan for a study that guides the collection
and analysis of data. It is a blueprint that is followed in completing the study. It specifies the
The project work is based on a Descriptive Research Design, Which is concerned with
The project describes the current stage of the organization existing in Government sector.
CHAPTER-5
86
QUESTIONNAIRE ANALYSIS
Sample Size: 30
Q.1 How long have you been working for UP housing and Development Board?
Sample Size Less than 1 year 1 to 5 year 5 to 10 year Above 10 year
30 0 2 5 23
0% 6%
17%
Less than 1 year
1 to 5 year
5 to 10 year
Above 10 year
77%
Interpretation: As per above data we found that 77% employees are working more than 10 year for
UPHDB.
87
Q.2. How many times your senior evaluate a follow up after training program?
30 20 5 0 5
16%
0% Once
Twice
17% More than twice
Never
67%
Interpretation:_- It is found that generally follow up not is taken after training and development , as
67% employees agree with it, while 17% employees says that follow up is taken once, and 17%
Q3. Does your organization operate a formal Training and Development System
Sample Size Yes No
30 30 0
0%
yes
no
100%
Interpretation: As per above data we found that UPHDB operate a formal Training and Development
0%
0%
On the job
Off the job
Mixed
100%
Interpretation: As per above data we found that 100% of employees agree that off the job training is
provided at UPHDB.
90
Q.6. Are employees provided opportunities and guidance to learn and implement their creative ideas ?
30 21 7 2 0
Creative ideas
7%
0%
23%
No
At some extant
At average extant
At great extant
70%
Interpretation: As per above data we found that 43% to 44% employee think UPAVP provided
opportunities and guidance to learn and implement their creative ideas vary from some extent to average.
91
Q.7. Which of the following skills do your learn through training sessions ?
30 0 5 5 0 20
0%
16%
Behavioural skills
Communication skills
Technical skills
17%
Managerial skills
All above of the above
67% 0%
Interpretation:- It is clear from the above analysis that generally all the above mentioned skill are
Sample Size
Every month Every quarter Half yearly Once in a year
30 16 10 3 1
0%
10% 0%
Every month
Every quarter
Half yearly
Once in a year
90%
Interpretation: As per above data we found that training programs are conducted yearly .
93
Q.9 . Do you think Training and Development system is successful to achieve its
objectives?
0%
yes
no
100%
Interpretation: As per above data we found that training programmes are successful to meet
objecvtives.
94
Q.10. Does Training and Development system help to increase the productivity of both quality and
quantity?
0%
0%
14%
agree
Strongly agree
Strongly Disagree
disagree
86%
Interpretation: As per above data we found that 86% employees says that learning and
0%
7% 23%
agree
Strongly agree
Strongly Disagree
disagree
70%
Interpretation: As per above data we found that training programmes focuses on future
Q.12. How would you rate Training And Development System in your organization How would
you rate Training and Development system and other HR activities like recruitment, performance
Sample Size
Poor Average Good Excellent
30 0 0 4 26
0%
0% 13%
Poor
Average
Good
Excellent
87%
Interpretation: As per above data we found that 87% employees says that Training and
Q. 13. For which level, your organization conducts Training and Development sessions?
Sample Size Higher level Middle level Lower Level Every Level
30 0 2 2 26
0% 6%
7%
Higher level
Middle level
Lower Level
Every Level
87%
Interpretation: As per above data we found that UPHDB conducts training and
Q.14 To what extent, employee participate in the Training and Development sessions?
participation
30 0 3 27
0% 10%
No Participation
Partly Participation
Full Participqation
90%
Interpretation: As per above data we found that 90% employees of UPHDB fully participate in
Sample Size
Poor Average Good Excellent
30 0 0 4 26
0%
13%
7%
Poor
Average
Good
Excellent
80%
Interpretation: As per above data we found that employees feedback about trainers is
20%
Certificates
0%
Promotion
Encouragement and
Appriciation
80%
Interpretation: As per above data we found that mostly certificates are provided to
Q17. Does Training and Development System leads to team work, cooperation among
employees? ?
Sample Size Yes No Can’t say
30 19 6 5
17%
Yes
No
Can't Say
20%
63%
Interpretation: As per above data we found 63% employees say that training and development
30 17 13 0 0
0%
0%
Synbergizing
43% Enjoyable
Waste of time
Disgusting
57%
Interpretation: As per above data we found that Training and Development sessions at UPHDB
CHAPTER-6
104
FINDINGS
1) As per above data we found 63% employees say that training and development sessions leads to
2) As per above data we found that UPHDB operate a formal Training and Development system, as
3) It is found that generally follow up not is taken after training and development , as 67% employees
agree with it, while 17% employees says that follow up is taken once, and 17% employees says that it
done twicely.
4) As per above data we found that 100% of employees agree that off the job training is provided at
UPHDB.
5) As per above data we found that 77% employees are working more than 10 year for UPHDB.
105
CHAPTER-7
106
RECOMMENDATIONS
As per questionnaire the employees state their views regarding the improvement needed in the
training program and service, Some of these suggestions and recommendations regarding the training
Such training program organizes at regular intervals so that the trainer can updates & review the
training activities.
Training program stating before training, related topic and reading material given to trainees.
There should be a proper organizational and operational linkage for the individual training needs.
Management commits itself to allocate adequate resources & time for training.
The essentials, like promotion and increment in remuneration along with the certificate should
107
CHAPTER-8
108
CONCLUSION
UPAVP provide greater opportunities to the employees to present their views and to learn and
In UPAVP the employees got the training program with proper presentation and action plan.
The study reveals that employee think training program is as per their own need or requirement.
Training program of UPAVP fully met the objective of employeesas well as organizational
objectives.
CHAPTER-8
110
BIBLIOGRAPHY
BOOKS :-
Website :-
https://www.upavp.com
https://www.managementstudyguide.com
https://www.hundustantimes.com
https://www.google.com/image
https://youarticlelibrary.com
https://www.businessdictionary.com
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