Impact of Training and Development on employees performance and productivity

LITERATURE REVIEW

OVERVIEW OF TRAINNING AND DEVELOPMENT

One major area of the Human Resource Management function is effective use of human resources which is training and development. People nowadays considered the value of training as a major control on the success of an organization. Employees are an essential, but useful resource. In order to keep up economic growth and valuable performance, it is important to optimize the role of employees through training to the aims and goals of the organizations. The importance of training as a inner role of management has long been known by leading writers. According to Drucker, the one contribution by a manager is uniquely expected to make others vision and ability to perform in a specified way.

The general movement towards downsizing, flexible structures of the organizations and the temperament of management moving towards the delegation of power to the workforce give increasing emphasis to an environment of coaching and support could only by training and development. Training is necessary to ensure an adequate supply of staff that are technically and socially proficient and capable of career development into various departments or management positions. IT is therefore a repetitive need for the process of staff training and development fulfills an important part of employment carrier growth. Training should be viewed therefore as an important part of the process of total quality management. (Armstrong 2000 ) The aim behind training employees is achieving cost effective high performance and good performance makes quality, higher quality implies lower costs and increased productivity, which in circle provides the firm with a greater market share and enhanced competitiveness levels. (deming, 1982). This idea supports the conclusion reached in a number of empirical studies dedicated to manufacturing and service organizations (Flynn et al., 1995; Kaynak, 2003; Heras, 2006).

HUMAN RESOURCE MANAGEMENT HRM is the policies and practices involved in carry out the peoples actions or a human resource aspects of a management position, including screening, recruting rewards programs, trainings and appraising. These policies and practices include conducting job analysis, selecting suitable and required candidates, orienting new employees, plans and implementation of training and developing, managing salaries, providing employees benefits and awards etc. The administrative discipline of recruiting and developing employees so that they become more valuable and important to the organization. (Dessler 2006,)

Training has significant and direct relationship with the employees performance. Fundamentally training is a formal & organized modification of behavior through learning which resulted if education, instruction, development, growth & planned experience (Michael Armstrong, 2000). Because of the realistic implications of training, it is crucial to have training that is effective and efficient. A lot of Studies have proven that more costly but effective training can save money that is done on despicable but inefficient training. Essentially, the purpose of human resource management is to increase the productivity and performance of an organization successfully by optimizing the effectiveness of its employees. (Ginsberg, 1997). Human Resource Management has emerged as a major function in most

organizations and is the focus for a wide-ranging debate concerning the Nature of the existing employment relationships.

ROLES OF HRM Managing human resource is a unremitting process as there are always some changes in the work force of an organization. It seeks to focus on the people at work in an organization, facilitates the development of such human relationships so that each employee derives personal satisfaction and contribute optimally towards understanding of overall goals of an organization. Whatever means are used, the role of individuals and groups as employees and the ability of management to effectively deploy such a resource is essential to the interest of both the employee and organization. Conventionally, Human Resource concerns itself with recruitment, selection,training,placement, compensation and industrial relations among others, (Armstrong, 1996 and Dessler 2006).

JOB ANALYSIS Job analysis is the procedure through which you determine the duties of these jobs and the characteristics of the people who should be hired for them. (Dessler,2006)

Job analysis is the basic of all the other departmental activities in which HRM considers what jobs are needed, job descriptions are written to clarify each jobs responsibilities, tasks and duties. As well as job specification, the person takes care of writing job specification should be clear about what kind of knowledge, skills and abilities are necessary in the work. (Woods 2006) RECRUITING According to the job analysis , human resource staff responsible for recruiting would know how many employees to hire and what kind of people are to be hired. Recruiting can be divided into internal recruiting and external recruiting, as the name suggested, HR DEPARTMENT can hire employees from workers inside the organization , a transfer from a branch, or any kind of promotion etc. Hiring staff and employees from outside sources is called external recruiting. (Woods 2006) TRAINING After successfully chosen new employees, these employees need to be trained to be on the job, orientation will be organized before starting of their work, and other kinds of trainings will catch up. (woods,2006)

EVALUATING It is obligatory to have performance appraisals for employees in a period of time and it encourages and motivates them to work harder and better in the future, and

also helps them to improve their skills and abilities by compensating, rewarding and practicing more. (Dessler 2006, 183)

OBJECTIVE OF HRM:

The main goal of Human Resource Management is to close the gap between ideal requirement and the actual performance of a business to achieve greater organizational efficacy and success. (Price 2007 ). HRM is positioning itself to achieve organizational objectives through by a proper training and development. The basic motive for employees and to make the best use of employees abilities to increase productivity and performance. HRM is helping the organization to create conditions for employees to innovate, team work and develop abilities as well as to establish an environment for employees to express their energy and creativity With the guidance of HRM, individuals will relate themselves with the success of the company by performing better. (Armstrong, 1992)

THE IMPORTANCE OF TRAINING & DEVELOPMENT IN HOTELLING INDUSTRY :

BACKGROUND INFORMATION:
The world is changing rapidly in everyday life. In order to be according to the world there should be making the best use of the personnels abilities became of tremendous significance in the businesses. Human Resource Management needs to be carefully considered and implemented. It should be dealing with the effects of the diversified world of work, which means the people who work in the Human Resources Department have to be aware of the implications of globalization, changes in technologies, workforce diversity, labor shortages, changing skill requirements, the conditional workforce, decentralized work sites, and employee involvement etc. (Christina Pomoni 2009.) Training is an essential and indispensable part of Human Resource Management, which has long been recognized. (Mcclelland 2002)

STAFF TRAINING Training is the system that provides employees with the knowledge and the skills required to operate within the systems and standards set by management. (Sommerville 2007, 208)

Training, in the most simplistic definition, is an activity that changes peoples behavior. (Mccleland 2002, 7)

STAFF TRAINING IN HOTEL INDUSTRY In modern hotel business, it is all about ability in people, and especially the employees s qualities. The quality service depends on the qualities of employees. The qualities are about skills, thoughts and knowledge which lead to a hotels survival and development. Therefore, staff training is essential in many ways; it increases productivity while employees are armed with experienced skills, professional knowledge and suitable thoughts. Staff training also motivates and inspires workers by providing employees all needed information in work as well as helps them to recognize the importance of their job (Yafang Wang 2008.)

Training and development can be considered as a key instrument in the implementation of HRM practices and policies. (Nickson 2007, 154-155) Hotels which are running successful always emphasize staff training as their important development strategy.

Staff Training in an international perspective As hotel business is often on an international level, so that Staff training should also be internationalized. Cross-culture training needed to be taken into consideration when planning and designing trainings. Language training became very important in international staff training. (Nickson 2007) Staff Training in International HRM is through different methods, attending lectures and courses in different training centers Since culture is a key factor in HRM, as a result, culture topic is treated more seriously and carefully, employees should be trained well to deal with possible cultural misunderstandings or even conflicts. Information should be practiced and provided during the training, simulations, role play and meetings with foreign employees will help the trainees to understand better. (Decenzo & Robbinson, 2007)

AIM OF TRAINING AND DEVELOPMENT The commonly techniques includes the analysis of employees training profiles for getting data regarding the nature, type, tenure and other details of training which has been optimized by the employees. Performance was analyzed by inventories is also used because the performance inventories are often filled by the supervisors and contains important data regarding the level of performance, which has been exhibited by the employees after taking training. It was investigated the training relationship with remuneration in the accommodation industry and used training profiles for gathering detail information regarding the nature and types of trainings of employees of accommodation industry in order to find relationship of training with remuneration in accommodation industry. ( Ruth taylor, 2004) Working on skills and training in the hotel sector of Northern Ireland and studied the training profiles of hotel employees for getting detail data about the nature and type of training which has been gained by the hotel employees. (Tom Baum et al., 2007) Training is the planned and systematic modification of behavior through learning events, activities and programs which results in the participants achieving the levels of knowledge, skills, competencies and abilities to carry out their work

effectively (Gordon 1992). Training is the organized system of altering the behavior or attitudes and working manner of employees in a direction to increase the achievement of organizational goals and objectives. This means for any organization to succeed or win in achieving the objectives of its training program, the design and execution should be planned and systematic, modified towards attractive performance and productivity (Pheesey, 1971) .

The admiration of the importance of training in recent years has been heavily emphasis by the growth of competition and the sucess of the organizations where investment in employee development is noticeably emphasized. The amount and evident concern of training are both positively unified to job satisfaction and moving dedication, and negatively correlated for objective to quit the organization. (Beardwell and Holden ,1993).

With the development of the technologies and the whole business environment, employees are requested to be more skilled and qualified, even if you are a good employee today, you could be out of the line some other day if you do not keep studying. A company needs organized staff training if wants to be competitive among others. (Yafang Wang 2008.)

Training is the key task to help employees in the company to be more united and unified towards their goals to achieve success for their organization. Training of work tasks is one of the main aspects of staff training, including principles at work, professional knowledge and skills, by offering employees these essentials. Staff training helps personal abilities match with business requirements expressing an understanding of training emphasizes that training should be developed and operated within an organization by appreciating learning approaches of the training is to be well understood. (Train, 2009). The training programs success depends more on the organizations ability to Figure out training needs and the care with which it prepares the program in a way that can easily be utilized by the employees. (sharmeen et el, 1996).

Training and development is necessary to organizations such as hotels which seek to gain a an advantage through a highly skilled and flexible workforce, and want to be seen as a major element to high productivity and quality performance. As performance is the major element to achieve the goals of the organization so to performance increase the effectiveness and effeciancy of the organization which is a major symptom for the success of employee in an organization. (Steedman and wagner, 1989)

A skilled workforce can improve a organizations operative flexibility as they will be easier to retrain due to their broad knowledge base of multi-skills. This indeed allows management to be confident in using new technology and provide employers with progressive adjustment to change in production methods, produce requirement and technology. An enterprise could hire experienced employees or train employees to be skilled. When the company trains their own staff, by providing and forming a harmonious atmosphere, accurate work specification and the passion of work, team spirit will boost employees and management team within the process. (Train01, 2009.)

Training and development could be extremely demanding and should be in-depth. A lack of training or poor training can turn out high employee turnover and the delivery of imperfect products and services so every organization should develop its employees according to the need of that time so that they could compete with their competitors. (Sommerville 2007, 208)

BENEITS OF TRAINING
Training is a major part as well as the key task of Human Resource Management and Development which plays the crucial path of motivating employees and increasing productivity in the firm. (Mcclelland 2002, 7)

Training employees is an essential activity for all organizations, they provide employees with the major knowledge and skills that they need to perform for their job. Effective training will progress the personal characters and professional abilities. Not only employees, management and organization would benefit from staff training and can be used to create positive attitudes through clarifying the behaviours and attitudes which is expected from the employee. (Sommerville 2007 ) The aim of training is to improve knowledge and skills, and to change attitudes or behavior. It is the most important potential motivators which can lead to many possible benefits for both individuals and the organization.

Training can achieve:

1) High morale - Employees who gets training have a high confidence and motivation which enhances a worker level of skills with a sense of satisfaction.

2) Lower cost Of Production training reduces risks because trained and personnel are able to make beneficial economical use of material and equipment and gives meaningful skills.

3) Lower turnover Higher turnover can bring a serious danger to employee. Major benefit of training that it brings a sense of security at the workplace which reduces labor turnover .

4) Change management- training helps to manage change by increasing the understanding and involvement of employees in the change process and also provides the skills and abilities needed to adjust to new situations;

5) Provide recognition, enhanced possibility of increased pay ,promotion and availabity of a quality of staff

6) Give a feeling of personal satisfaction and achievement, and broaden opportunities for career progression. (cole,2000)

Krietner in his book The Good Managers Guide, no matter how carefully job applicants are screened, typically a gap remains between what the employee does know and what they should know. An organization which desires to gain the competitive edge in its respective industry, needs among other things, extensive and effective training of its human resources.(krietner 1995)

Training is therefore a key element for improved organizational performance; it increases the level of individual and organizational competences. Training makes the employees versatile in operations. Which can be transferred to any job. Flexibility is therefore ensured. Growth indicates prosperity, which is reflected in increased profits from year to year and helps to reconcile the gap between what should happen and what is happening .

Although many employers continue to have reservations about the cost and extent of tangible business . Though no single training program takes all the benefits, the organization which devotes itself to training and development to enhance its HR capabilities and strengthens to have a competitive edge.

Economic and technological trends makes, the pace of innovation and uniquness, change and development are growing faster year-by-year and as a result. It

provides clear signals that training and development are so applicable that both organizations and individual stakeholders must give a serious attention to. (Casio, 1989) Training gives job satisfaction to the semployee making their aim towards commitment and motivation which is highly regarded as important to the training and development measurement of organizational performance. Employees should be treated as valued assets, a source of competitive advantage through their commitment, adaptability and quality of skills and performance (Guest, 1997).

BENEFITS THE EMPLOYEE

Increases job satisfaction with self development and self confidence. It helps an employee become effective problem solver which will learn the method of problem solving. Moves employee closer to personal goals by gaining professional knowledge and getting the opportunity to get to know other positions, increases the possibilities promotions in the meantime. Allows the employee to become productive more quickly and familiar with their work tasks, Training sessions gives advanced knowledge and techniques which improve their capabilities, increases productivity. (soumerville, 2007)

 BENEFITS THE MANAGEMENT

People who are responsible for training will find out those employees during training, who are quick learners and have better knowledge and skills. Therefore, different methods of training can be chosen and better results will be acquired. During the training, employees abilities and personalities will be easily identified by experienced trainers. Some employees are more suitable for other positions, organizations can adjust and make best use of employee knowledge and abilities.

BENEFITS THE ORGANIZATION

Owing to the growth of productivity and better services after training, it is more promised for the hotel to have more profits in return. Without organized training and guidance, especially employees who work with dangerous facilities, accidents are easily occurred, these incide can be easily prevented. Firms need to develop their technologies and way of working in order to be competitive, and training assures the competitiveness, because training will bring good quality, effectiveness and loyal customers to the firms. Wastage and damages in different departments are commonly found

out in hotel operation, with the help of staff training so unnecessary wastage and damages can be avoided. Trainings on regular basis can decrease work pressures and employee turnover, as a result they will be having a less labor cost wasted and quality service can be achieved. (soumerville, 2007)

TRAINING PROCESS:

Training in an organization involves systematic approach which generally follows a sequence of activities involving the establishment of a training policy. Process of training needs identification, training plans and programs design and implementation, evaluation and training feedback for further action. (Dole, 1985)

STEP-I (NEED ASSESMENT) Need can either be a current deficiency, such as a poor employee performance, or a new challenge that demands a change in a way firm wants to operate( DeSimon and Harris, 1998) A need assessment is the efficient process of determining goals, identifying discrepancies between actual and desired conditions, and establishing priorities for action (cited by Lee & Owens, 2000)

A need of training always results from the difference between act for act for performances and the actual performances. Trainings can also be provided for fresh employees to help them get familiar with the work environment and tasks etc. HR department should believe the related aspects for example job analysis,

performance objectives etc. The techniques are necessary for the data collection surveys, observations, interviews, and customer comment cards. (lee And Owens, 2000). There are several examples of an analysis outlining specific training needs are customer dissatisfaction, low morale, low productivity, and high turnover.

STEP-II (DESIGNING OR PLANNING)

Here in this step development of current job descriptions and standards and procedures. Job descriptions should be clear and concise and may serve as a major training tool to specify training objectives, designing training program, selecting training methods. Training goals, method, duration, program structure, location and selection of trainees etc are the practical problems which is answered in the planning stage.

STEP-III (DELIVERY) This step is dependable for the instruction and delivery of the training program. Once you have selected your trainers, the training techniques should be planned. One-on-one training, on-the-job training, group training, seminars, and workshops are the most popular methods and advanced method for delivering.

STEP-1V (EVALUATION) This step will determine how effective and profitable your training program has been. Training evaluation is an unavoidable stage in the training process, to get the feedback helps organizing, adjusting and planning of future trainings. Evaluation is the ending stage of a training and methods are pre-and post- surveys of customer comments cards, the establishment of a cost/benefit analysis indicates your expenses and returns, which results higher customer satisfaction and increase in profits. The reason for an evaluation system is simple, without a doubt the most important step in the training process which indicates the effectiveness of both the training as well as the trainer. There are several obvious benefits for evaluating a training program. First, evaluations will provide feedback on the trainers performance, so they can improve for future programs. Second, evaluations will show its cost-effectiveness. Third, that they show an efficient way to determine the overall effectiveness. (woods 2006 and Nickson 2007)

METHODS OF EVALUATION: Questionnaires are a common way of analyzing trainee responses to courses and programs.

Tests or examinations are common on formal courses, especially those getting a diploma in word processing. Projects are initially seen as learning methods but they can also provide valuable information to instructor about the participants understanding of subject matter.

Structured exercises and case studies also provide opportunities to apply learned skills and techniques under the observation of tutors and evaluators.

Interviews of trainees after the course or instruction period are another technique for gathering information directly from the learners. These can be formal or informal, individual or group, face-to-face or by telephone. formal

or informal, individual or group, face-to-face or by telephone.( Beardwell and Holden, 1993)

PRESENTING THE TRAINING:

KINDS OF TRAINING:

Apprentice training Apprenticeship programs are sponsored by joint employer and labor groups, individual employers, and/or employer associations. The sponsor of an apprenticeship program usually plans, administers, and pays for the program. commonly, organized labor unions also participate together with these employer to sponsor apprenticeship programs. Registered apprenticeship, traditionally associated with the precision, trade in construction, craft and repair. To introduce hotel general information and basic skills needed at work to new workers. This training helps building up good relationships between employees

themselves and as well as between employees and management team. Moreover, it helps employees to set up the right attitude towards work.

Certification training The courses in this Certification are designed for individuals who wish to develop a solid foundation of management concepts and skills. Participants gain essential management skills in the areas of human resource management, marketing, leadership, financial analysis, and foodservice management. In short, these courses are designed to build a foundation of skills to help new managers succeed and progress in their organization. After this kind of training, employee get professional certificate on practical or theoretical tests. It aims to improve employees skills and motivates them when they pass the tests.

Simulation training

Practical training is held with the help of Human Resource Department, aiming to improve methods of working and increase work effectiveness by simulating the

real workplace. This training is in existence in everyday work, therefore it is long term. The greatest constraint for many organizations is the ability to attract, retain, engage and develop talent. At the same time, the practical impact of near continuous change and complexity in business environments has meant that people in organizations must constantly adapt. In order to have good results from this training, department heads play very important roles by using proper training skills. Simulation learning offers huge advantages over traditional training methods such as lectures, handbooks and assessents. It engages participants interactively helping them to practice, retain and apply what they have learned.

On-the-job training Employees professional quality is the key of hotel services, the rules and principles of work are taught in this kind of training, besides, courtesy, manners and techniques of handling interpersonal relations are taught as well. This kind of training aims to train employees to learn the best way to do the work in the most quickly and effective way.

Language Training Hotel employees are required to be able to speak one or two foreign languages,

for different departments, different work categories or different positions, language requirements also differ. English as an international used language, every staff needs to be familiar with. Another language is required or to be trained depending on the location of the hotel.(walker 2007)

Hotel services and administration training This training is more focused on a specific subject according to the request of improving administration and services, including telephone techniques, guest relations, sales skills, public relations general information and application, safety and first-aid etc.

Cross training To ensure the communication among departments and increase the ability of adjusting to distinguished environments, cross training is used to assist employees to receive knowledge and skills from other departments. (Walker 2007 )

Training, Performance and Productivity

The quality improvement of employees and development can be done through training which can become a major factors in determining long-term profitability and best possible performance of organizations.(evans 1999) To hire and keep quality employees, it is good policy to invest in the development of their skills, knowledge and abilities so that individual and ultimately organizational productivity can increase. Traditionally, training is given to new employees only. This is a mistake as ongoing training for existing employees helps them adjust rapidly to changing job requirements. (Lindsay 1999)

Neo et al. (2000) bemoaned the lack of training and development by employers in the United States when they stated that statistics suggests that only 16% of United States employees have never received any training from their employers. Now organizations are beginning to realize the important role that training and development play in enhancing performance and increasing productivity, and ultimately stay in competition. (neo et al, 2000) A well-trained workforce can output better jobs, be creative, and have higher motivation, which enhances the long term of the organizations productivity. According to training is one of the common problems in the introduction of technological change in an organization because of the lack of skill needed

workers who work according with a given manner. Rothwell (1984) and Majchrzak (1988). Efficient production even of unrelated technically products, benefits from technically advanced machinery which is operated by a workforce with a high level of skills. This turns a pre-condition successful for selective of appropriate trends and its efficient utilization (Steedman & Wagner, 1989,) The job satisfaction , employee commitment and motivation are highly regarded as important to the training and development measurement of organizational performance. Employees should be treated as valued assets, a source of competitive advantage through their commitment, flexibility and quality of performance and skills. (Guest, 1997). Many organizations assume that employees are more satisfied because they have a job. Employers as a result, do not attempt to involve other employees with decision making or motivating them emphasizing more on generating commitment through communication, motivation and leadership (Storey, 1987) One of a case study in America on the impact of human capital investments such as employer-provided training and development which indicated that employerprovided training and development raises subjective productivity and performance measure by almost 16%. It returns on training and development investments increase productivity by 16%. Lynch(1996) citing Bartel (1989)

Human Resource Development

Important job a manager is to manage the employee development which includes his/her personal growth and career development Linda Maund (2001). In previous business environments, career planning was handled in the main by the organization which employed an individual, who was likely to be in that organizations employment for life. Nowadays, the work environment is continuously changing with increasing work mobility which brings about alternative and potential for almost any employee. (Linda Maund 2001).