On

UNDER THE GUIDANCE OFMr. SANJAY PATHAK ( HR MANAGER ) RKBK AUTOMOBILES PVT. LTD.

SUBMITTED BYAMRITA JAISWAL Roll No.-07 MBA 2009-2011 Batch

SUBMITTED TO

SETH PADAM CHAND JAIN INST. OF COMMERCE

BUSINESS MANAGEMENT & EONOMICS, KHANDARI, AGRA

DR. BHIMRAO AMBEDKAR UNIVERSITY,AGRA

DECLARATION

DECLARATION
I hereby declare that the project report entitled

[TRAINING AND DEVELOPMENT PROCEDURE]

Submitted in partial fulfillment of the requirements for the degree of

MASTER IN BUSINESS MANAGEMENT

of Seth Padamchand Jain Institute of Commerce, Agra is my original work and not submitted for the award of any other Degree, Diploma, Fellowship or any other similar title or prizes.

Place: Date:

AMRITA JAISWAL M.B.A 3rd Sem. Roll No.7

Acknowledgement
I, Amrita Jaiswal, MBA Student in SPCJIC ,AGRA is highly grateful to all those who guided me in completing this project. First of all, I would like to pay my heartiest thanks to entire family of Maruti especially Mr. SANJAY PATHAK ( HR MANAGER ) RKBK Automobiles Pvt. Ltd., Gorakhpur who provided me a wonderful opportunity

to do Summer Training & provided their valuable suggestions in understanding the work of Research Project. Last but not the least, I would like to thanks all faculties of SPCJIC,AGRA , who gave me the useful tips and suggestions regarding project.

Preface
The summer Training is an integral part of curriculum. During the training, a student gets an opportunity to understand the practical aspect of theory. Training makes the concept clear. This project report is the outcome of the summer training that I have undergone at RKBK Automobiles Pvt. Ltd. for the partial Fulfillment of Master in Business management. The topic allotted by the company to me is Training & Development Process.

I have tried my level best to make a good report. However, no one can claim for perfection entirely. So I apologize for the discrepancy, if any crept in. Preparation of project requires perseverance, initiatives, proper guidance and So it is mandatory to take the aid of various departments. Actually a project is a summarized form of the following seven activities. Planning Resource Collection Organizing Joint Efforts Efficiency Communication Transparency direction.

CONTENTS
1:-CHAPTER-1
Introduction

2:-CHAPTER-2 Company profile o Maruti Suzuki India Ltd. o RKBK Automobiles Pvt. Ltd. 3:-CHAPTER-3 Objective

4:-CHAPTER-4 Research Methodology 5:-CHAPTER-5 Introduction to Training & Development 6:-CHAPTER-6 Training & Development Procedure at RKBK 7:-CHAPTER-7 Data Analysis 8:-CHAPTER-8
Key Staff

9:-CHAPTER-9
Finding

10:-CHAPTER-10
Conclusion

11:-CHAPTER-11 Suggestion & Recommendation 12:-CHAPTER-12

Limitation

13:-CHAPTER-13
Bibliography

14:-CHAPTER-14
Annexure

15:-CHAPTER-15

 Words of Thanks

CHAPTER -1

INTRODUCTION

INTRODUCTION
Maruti Suzuki India Limited is a publicly listed automaker in India. It is a leading four-wheeler automobile manufacturer in South Asia. Suzuki Motor Corporation of Japan holds a majority stake in the company. It was the first company in India to mass-produce and sell more than a million cars. It is largely credited for having brought in an automobile revolution to India. It is the market leader in India and on 17 September 2007, Maruti Udyog was renamed Maruti Suzuki India Limited. The company headquarter is in Gurgaon, Haryana.

Maruti Suzuki plant in Gurgaon

Maruti Suzuki is one of India's leading automobile manufacturers and the market leader in the car segment, both in terms of volume of vehicles sold and revenue earned. Until recently, 18.28% of the company was owned by the Indian government, and 54.2% by Suzuki of Japan. The Indian government held an initial public offering of 25% of the company in June

2003. As of May 10, 2007, Govt. of India sold its complete share to Indian financial institutions. With this, Govt. of India no longer has stake in Maruti Udyog. The company annually exports more than 50,000 cars and has an extremely large domestic market in India selling over 730,000 cars annually.

Company at a glance
Maruti Suzuki India Ltd

Type

Public (BSE MARUTI, NSE MARUTI)

Founded

1981

Headquarters

Gurgaon, Haryana, India

Key people

Mr. Shinzo Nakanishi, Managing Director and CEO

Sales

764,842 cars

Revenue

US$3.5 billion (2009)

Rs. 17.3 bn

Net Profit

Manpower Website

Over 7720 employees in 4 plants MarutiSuzuki.com

CHAPTER-2

COMPANY PROFILE

COMPANY PROFILE

Maruti Suzuki India Limited (MSIL), Previously Known as Maruti Udyog Limited (MUL) was established in February 1981, though the actual production commenced in 1983 with the Maruti 800, based on the Suzuki Alto kei car which at the time was the only modern car available in India, its' only competitors- the Hindustan Ambassador and Premier Padmini were both around 25 years out of date at that point. Through 2004, Maruti has produced over 5 Million vehicles. Marutis are sold in India and various several other countries, depending upon export orders. Cars similar to Marutis (but not manufactured by Maruti Udyog) are sold by Suzuki and manufactured in Pakistan and other South Asian countries.

Authorized service stations:

Maruti is one of the companies in India which has unparalleled service network. To ensure the vehicles sold by them are serviced properly, Maruti has 2628 listed Authorized service stations and 30 Express Service Stations on 30 highways across India.
Service is a major revenue generator of the company. Most of the service stations are managed on franchise basis, where Maruti trains the local staff. Other automobile companies have not been able to match this benchmark set by Maruti. The Express Service stations help many stranded vehicles on the highways by sending across their repair man to the vehicle.

Maruti insurance:
Launched in 2002 Maruti provides vehicle insurance to its customers with the help of the National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram. The service was set up the company with the inception of two subsidiaries Maruti Insurance Distributors Services Pvt. Ltd and Maruti Insurance Brokers Pvt. Limited This service started as a benefit or value addition to customers and was able to ramp up easily. By December 2005 they were able to sell more than two million insurance policies since its inception.

Maruti Finance:
To promote its bottom line growth, Maruti launched Maruti Finance in January 2002. Prior to the start of this service Maruti had started two joint ventures Citicorp Maruti and Maruti Countrywide with Citi Group and GE Countrywide respectively to assist its client in securing loan.Maruti tied up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak Mahindra, Standard Chartered Bank, and Sundaram to start this venture including its strategic partners in car finance. Again the company entered into a strategic partnership with SBI in March 2003.Since March 2003, Maruti has sold over 12,000 vehicles through SBI-Maruti Finance. SBI-Maruti Finance is currently available in 166 cities across India.

"Maruti Finance marks the coming together of the biggest players in the car finance business. They are the benchmarks in quality and efficiency. Combined with Maruti volumes and networked dealerships, this will enable Maruti Finance to offer superior service and competitive rates in the marketplace". Citicorp Maruti Finance Limited is a joint venture between Citicorp Finance India and Maruti Udyog Limited its primary business stated by the company is "hire-purchase financing of Maruti vehicles". Citi Finance India Limited is a wholly owned subsidiary of Citibank Overseas Investment Corporation, Delaware, which in turn is a 100% wholly owned subsidiary of Citibank N.A. Citi Finance India Limited holds 74% of the stake and Maruti Udyog holds the remaining 26%.GE Capital, HDFC and Maruti Udyog Limited came together in 1995 to form Maruti Countrywide.Maruti claims that its finance program offers most competitive interest rates to its customers, which are lower by 0.25% to 0.5% from the market rates.

Maruti True Value:

Maruti True service offered by Maruti Udyog to its customers. It is a market place for used Maruti Vehicles. One can buy, sell or exchange used Maruti vehicles with the help of this service in India.

Helps in exchange sales Enhances residual value thereby reducing cost of Ownership Network : 304 True Value Dealers in 179 cities 83,107 units new cars sold through exchange in 10 months FY09.

Accessories:

Many of the auto component companies other than Maruti Udyog started to offer components and accessories that were compatible. This caused a serious threat and loss of revenue to Maruti. Maruti started a new initiative under the brand name Maruti Genuine Accessories to offer accessories like alloy wheels, body cover, carpets, door visors, fog lamps, stereo systems, seat covers and other car care products. These products are sold through dealer outlets and authorized service stations throughout India

Maruti Driving School:

A Maruti Driving School in Chennai

As part of its corporate social responsibility Maruti Udyog launched the Maruti Driving School in Delhi. Later the services were extended to other cities of India as well. These schools are modelled on international standards, where learners go through classroom and

practical sessions. Many international practices like road behaviour and attitudes are also taught in these schools. Before driving actual vehicles participants are trained on simulators. "We are very concerned about mounting deaths on Indian roads. These can be brought down if government, industry and the voluntary sector work together in an integrated manner. But we felt that Maruti should first do something in this regard and hence this initiative of Maruti Driving Schools."

Over 550,000 commercial drivers trained in Delhi & NCR

Customer Satisfaction
JD Power Assessment
Customer satisfaction index Ranking
Based on a 1,000 point-scale

PRODUCT PROFILE

PRODUCT KNOWELDGE:

Maruti 800
A1 3400mm (also in LPG) 796cc

Alto
A2 (3401-4000mm) 796 cc

Estilo Zen
A2 (3401-4000 mm) 1061cc

WagonR

Swift

A-star
A2 (3401-4000 mm)

A2 (3401-4000 mm) 1061cc, in LPG also A2 (3401-4000 mm) 1298 cc in Petrol 998cc

1248cc in Diesel

SX4
A3 (4001-4500 mm) 1598cc

DeZire
A3 (4001-4500mm)-1290cc in Petrol & 1248cc in Diesel

Grand Vitara
SUV segment 4 Wheel: 2 liter

Gypsy
SUV segment 4 Wheel: 1300cc

Omni
C -segment- Van Type 800 cc

Versa
C-segment- Van Type 1300 cc

Ritz

MARUTI SUZUKI TODAY

MARUTI SUZUKI TODAY:

More than half the number of cars sold in India wears a Maruti Suzuki badge. We are a subsidiary of Suzuki Motor Corporation Japan. Maruti Suzuki India Limited (MSIL, formerly Maruti Udyog Limited), a subsidiary of Suzuki Motor Corporation of Japan, is India's largest passenger car company, accounting for over 50 per cent of the domestic car market. We offer full range of cars- from entry level Maruti 800 & Alto to stylish hatchback Ritz, A star, Swift, Wagon R, Estillo and sedans DZire, SX4 and

Sports

Utility

vehicle

Grand

Vitara.

Since inception, we have produced and sold over 7.5 million vehicles in India and exported over 500,000 units to Europe and other countries. Our turnover for the fiscal 2008-09 stood at Rs. 203,583 Million & Profit after Tax at Rs. 12,187 Million.

RKBK Automobiles Private Limited

Radhakrishna Bimal Kumar Ltd was established in 1976 having registered office at Shree Ganesh Centre , 216 AJC Bose Road, Kolkata 700017, with objective of doing trading Business of Fertilizer, Kerosene oil and petrol pumps in different states like U.P, Bihar, West Bengal . In 1995 Company entered into a Dealership association with Maruti Suzuki India Ltd (Formerly known as Maruti Udyog Ltd) and in 2000 Radhakrishna Bimal Kumar Ltd was merged in BKP Ltd and name of the Company was changed as RKBK Ltd vide order of honable High Court Calcutta, In Nov 2000 Company remerged from RKBK Ltd and new Company was set up as RKBK Automobiles Pvt. Ltd. First showroom and work shop was opened in Gorakhpur , entered into a dealership with Maruti Suzuki India Ltd .(Formerly known as Maruti Udyog Ltd), is one of the leading automobile manufacturers and the market leader in car

segment, both in terms of volume of vehicles sold and revenue earned. Company grew up and new showroom and work shop opened at Faizabad another new workshop was set up at Gorakhpur (Burgadwa), new extension showrooms are in pipeline at Gonda as well as in Basti. Presently show rooms & work shops are established at:-

Showrooms:1) Gorakhpur. (Mohaddipur) : Established in oct 1995 2) Faizabad ( Shadatganj) : Established in 1999

WORKSHOPS:
1) Gorakhpur ( Mohaddipur) : Established in 1995 2) Gorakhpur (Bargadwa) : Established in 2006 3) Faizabad : Established in 1999 4) Basti. : Established in 2004 Showrooms and Workshops are well equipped with latest technology and skilled manpower, Customer satisfaction is the prime moto of the Company and an efficient team of highly experienced personnel do their best to understand the needs of a customer and then suggest the models best suited to his/her requirements. Special attention is given to the models that are popular choices. Companys another business activities under one roof of Maruti dealership are sales of Maruti Genuine spares Parts (MGP), Maruti Genuine Accessories (MGA), Consumer Finance through channel partners Kotak Mahindra, ICICI Bank, HDFC Bank and S B I and Maruti Insurance ( M I) through channel

partner The Oriental Insurance Co Ltd , National Insurance Co. Under guideline of MSIL, RAPL is also engaged in Maruti True Value Section which offers and provides wonderful exchange, Buy and sale of old cars where customers has no hassle of selling old cars , only old cars are replaced with new one by paying difference amount. RAPL also has its workshops as aforesaid which provides wide range of servicing and maintenance where all maruti segment cars come for servicing, repairing and accidental repairing. Company has all modern equipments and skilled manpower which provides complete satisfaction to the customers by timely performance and delivery.

RKBK has made a brand and image in the market, renowned name famous for quality and service and got lot of certificates from MSIL for their excellence in quality and service towards customers which is the prime moto of the company. Company has a QUALITY MANAGEMENT SYSTEM and is an ISO 90012008 Certified Company.

QUALITY POLICY
We are committed to customer satisfaction through quality in all our services and activities.

MOTO
Customer Satisfication is the main moto of the Company which gives an edge in the Market and makes a Brand and Image.

VISION
Its vision is to delight customers who are its purpose, by pursuing excellence and innovation through committed teamwork. To this end, company will promote continuous learning, achievement orientation and ethical business practices with its principle, which will make it shine as a global player. Company would like to be the most admired and preferred choice of every car lover.

MISION
Excellence in Customers need based solutions and services

Organizational Structure:
RAPL has an edge with other competitors is just because of strong and efficient team leaded by CEO. Company has made several departments with department heads for smooth functioning of business under a certain guidelines and certain set principles for smooth flow of system.

Marketing Department:
The Sales Manager heads the most important department and local administration is in the hand of General Manager. Whole sales team are guided and motivated by the CEO of the Company who takes in principal decision of sales and makes sales policy considering market situation and other factors which helps sales manger to take decisions. Strong sales Team with well coordination with the sales executives, Car sales in the market is one-step ahead than other competitors and moreover customer satisfication is also a key-note for market capture.

Delivery Department:
Delivery Incharge of this department takes care of the delivery of four wheelers. A delivery Executive is also appointed to perform the delivery ceremony and make all efforts to make the Delivery process quite social and memorable for the customer. Delivery department also has key role to play.

Customer Care Department:

Customer care Department is also important and hesitative department where customer satisfication is the prime moto of the company. Company is very much sensitive towards customer satisfaction. Customer care manager does timely PSF, keeps a track of all the customers, and passes on information about new Advancements from time to time. Customer care manager organizes regular customer meets and encourages more and more customers participation for sharing their car buying experience, learn more about safety tips, and warranty clause etc.

Accessories Department:
There is an accessories incharges in Accessories Department. Accessories incharges promote the accessories sale with special focus on MGA. Work of accessories Executive is to maintain the stock of accessories purchased and keep a record of the parts that are sold he potential while/after delivery in the car. To do the fitting work, there are fitters under the Accessories Incharges.

Insurance Department:
Insurance department looks after the new insurance plans that provide benefits to the customers. Insurance manager maintains record about new insurance schemes as well as the old ones. Insurance executive, who works for the renewal of existing insurance plan, assists him. This department also has telecallers to inform customers about the expiry of the insurance of their fourwheeler and also about the prevailing offers and schemes for insurance renewal through maruti insurance.

Finance and Accounts Department:

Accounts and finance department is the important department, headed by Accounts Managers, controls all accounting, Tax and Banking matter of the Company. In this department support staffs like Accounts assistant, Computer operator, Cashier looks after the Day to day punching, Banking transactions and other financial transaction of the Company. Accounts department is the controlling department for companys income and expenses.

Human Assets Department:

Human Resource Department is headed by the Human Resource Manager (H R M). H R Manager has a key role to play in the company which consists to Hire and retain competent work force to achieve the goal of the Organization in an effective and efficient manner. Human resource Managers main duty is to look after the overall satisfication of the employees. The H R executive helps to develop the potential of employees fully and motivate them to sharpen and improve their skills for better performance.

ORGANISATIONAL CHART
(RKBK Automobiles Pvt. Ltd.)

Board of Director

Director and CEO

GM Sales

Manager Accounts

GM Service

HR Manager

GM True Value

GM Spares

Accounts Dept.

Sr. Accounts Manager

Accounts Manager

Cashier

Operators

ACCONTS DEPARTMENT

CHAPTER-3

OBJECTIVE

Objective
The Summer Internship aimed at training and development procedure through training under an able and experienced industry guide so as to facilitate a clear knowledge of the HR requirements of corporate, the training process involved and service delivery mechanism as followed at RKBK Automobiles Pvt. Ltd. The training included learning based on literature provided by the company as well as field visits to get a good hands on experience of the methodology and processes involved. This project report is an attempt to document the learning inculcated during the eight weeks Summer Internship. It includes a description of the sales process followed and the service delivery mechanism. It also includes the summary of the accounts followed during the course of the training.

CHAPTER-4

ResearchMethodology

RESEARCH METHODOLOGY
Descriptive and conclusive types of research is conducted. The emphasis laid on the analysis of the information and the type of data used in descriptive research. This kind of research is needed to provide a theoretical framework and background on which, total knowledge and operational practices can be used and judged. The major purpose of descriptive research is description of the state of affairs, as it exits at present.

RESEARCH DESIGN:
The study is carried out on the basis of information and data collected from Training and development center of RKBK Automobiles Pvt. Ltd. The following procedure is followed: The research includes interpretation of training and development process at RKBK Automobiles Pvt. Ltd. Understanding the HR policies of RKBK Automobiles Pvt. Ltd. Determining the training plan. Analyzing the training process, evaluation and conclusion.

DATA COLLECTION:
Both primary and secondary data are collected for the purpose of completion of this project report.

DATA COLLECTION METHOD:

The data is collected through both primary and secondary methods.

PRIMARY METHOD:
Information gathered by feedback forms filled by and interview and discussions with the employees of various departments and my project guide/mentor.

SECONDARY METHODS:
Secondary data is being collected through following methods; RKBK Automobiles Pvt. Ltd.s training planner and induction guide. Training report and manuals available in the Organisation. Information from Dealer Management System (DMS) software used by RKBK Automobiles Pvt. Ltd.. Company annual report and other publication. Other training documents available at the training centre. Company Website

DATA ANALYSIS:
Data is analysed on the basis of available information.

HR POLICY At RKBK

HR POLICIES AN INTRODUCTION RKBK Automobiles Aapke Liye Aapke Saath

The main objective is to achieve the business goal by involving employees to their Satisfaction by Retaining and maintaining the Motivation of highly performed employees. At the heart of RAPLs process, services, growth and success lies the endeavor and dedication of the whole team. A multilingual, multicultural cross-functional team of people bound by the strong organizational values and pursuing a common mission to create superior value, realize full potential and steer the company towards a high position. An achievement focused and development-oriented work culture embedded in high standards of business ethics supported by sound management practices and good HR policy is the defining characteristics of the RAPL work ethos. RAPL has made its HR policy keeping all the things in the mind and in the favour of its human capital.

Overview of Human capital: (as on 20th July.09)

Category of employee Managerial staff Senior staff Admin. & Sales staff Work men Total strength Total employee strength 15 22 115 212 364

HR VISION
To provide an enabling environment where employees competencies are nurtured and harnessed towards sustainable business growth & leadership.

HR MISSION
To proactively assess and provide services for the HR needs of the business & customers for the attainment of organizational goals.

HR OBJECTIVES
To collaborate with and support internal customers of HR in achieving business objectives through services viz . effective manpower planning ensuring harmonious industrial relations etc. To review and redesign the structure of the organization with clarity of roles, responsibility and accountability for overall organizational effectiveness and speedy response to the emerging business challenges. To develop knowledge and skills of the employees and groom leaders with functional and business competencies to meet future demands of the organization ( viz. Flexibility & change management) To benchmark best HR practices in order to enhance human resource efectiveness. To enhance employee productivity through rationalization of jobs and manpower optimization.

 To promote employee involvement in decision-making, team working, creatively and empowerment. To institutionalise transparency by farming, updating & communicating systems and processes. To maintain good liaison with government/ external agencies in order to better serve the organizational cause. To provide a safe and healthy work enviornment and continuously benchmark and upgrade the standards of safety and hygiene. To work towards improving the quality of work life of employees and thier families.

CHAPTER-5

Introduction Training & Development

TRAINING & DEVLOPMENT AN INTRODUCTION

Every organisation needs to have well-trained and very experienced people to perform the activities that have to be done. If the current or potential job occupant can meet this requirement, then also training is important for any oranzation. Empoyees traning is the pricess where learn the skills , knowledge, attitude and behaviour necessary to perform the job effectively. A newly employed person is introduced to his department, its relation to other departent and its place in the whole organization. The organization objective philosophy and practice. Training is required at every assignment to an other one of different nature. As the job has become more and more complex, the importance of employees training has increased. When jobs were easy to learn, simple and influenced to only a small degree by technological changes, there was little need for the employees to upgrade or alter their skills. The management devlopment on the other hand is designed to over all effectiveness of manager to their present position and them to preapair for greater responsibility when they are promoted. Management development has become more prevalent in recent year because of increasingly complex demand, being made on manager and training the manager only through experience is a time consuming and unreliable process . Training is linked with performance appraisal career devlopment Employees are trained on jobs are through in house training programs. For some employees including manager outside training may be utilized

to enhance, upgrade or develop specific skills. Thus it can be concluded that training and development is an essential tool in human resource development.

A society is facing a rapid rate of technological social changes management need to be developed as they have to tackle problem arising out of automation intense market competition growth of new market, enlarge labour participation in management and greatest interest taken by the public government in various activities of business. The participants also have opportunity to improve their knowledge base by learning the theme related to concept and building their skills and attitudes through various practical exercise. Besides above the small group exercises, Role-play, interface/ panel dicussion also promote participante culture and break the psychological barriers. Some programs have a common methodology like knowledge sharing; group Discussion etc. however, a judicious mix of lecture/ Discussion/ case studies/ role play/ business game etc. is used to make absorption learning spontaneous and instant.

Training is the act of increasing the knowledge and skill of an employee for doing a particular job.

CONCEPT OF TRAINING AND DEVELOPMENT DEFINITION:

Training is the process of the learning a sequence of programmed behavior. It is application of knowledge. It is attempts to improve their performance on the current job and prepare them. Training is essentially a process of developing skills, knowledge, attitude or behavior of the people through instruction, practice domestic demostration or other techniques, either on the job or in the class room. Training aims at ensuring the effective use of peple at all levels and in all types of employment and creating such individually or collectively, enable people to make the best contribution to the success of helping emplayees to be more effcetive in present or future work.

Well-trained employees will not only do the job efficiently but also get more satisfaction from work.

ROLE OF TRAINING AND DEVELOPMENT IN ORGANIZATION EFFECTIVENESS

OBJECTIVES RESULTS

To provide technical training required for respective jobs. To upgrade these skills as per technological changes. To substitude the lack of experience In case of new employees. To improve the interpersonal skills of the employees.

Improve quality in every function.

Prevents manpower turnover.

Facilities personal growth of employees. Enable the organisation to fulfill the needs of employees.

Creation of a learning environment in the company

Organizational effectiveness

OBJECTIVES OF TRAINING AND DEVELOPMENT

Training helps the trainees to accquire the subject matter. Training helps to the brings about a change of attitude and behavior. Training helps to bring about a change of attitude and behaviour towards a particular problem. Training aims at enhanching the capabilities of the trainees so as to enable them to increase their probem solving capacity. Training aims at bridging the gap between the expected levels of performance and actual performance. To assure the organization the availibility of required number of manager with requisite skills to meet the present and anticipated future needs of business. To encourage manager to grow as efficient person and increased their capacities and handling more responsibility. To improve the performance of managers at all levels of job they hold. To sustain good performance of manager through out their career.

To prepare managers with forward-looking approach.

PRINCIPLES OF TRAINING
A sound program of operative training is based on the following principle : Every human being is capable of being trained . An adequate interest and motive for training is essential . People achieve more of their training when they are informed of their achievements. Training is an active process . Training is related to attention concentration process . Trainees learn better when they learn at their own place . Training technique and process should be directly related to the needs of the organization . Training should be conducted in the actual job environment to the maximum possible extent .There is always some gap beetween actual performance and the capacity to perform , which provide opportunities for improvement . Feedback from subordinate to superiors and group to individual is necessary for recognition of shortcomings and for keeping oneself in touch with the progress .

IMPORTANCE OF TRAINING:
Training is the corner stone of sound management. For it makes employees more effective and productive. It is actively and intimately connected with all the personnel or managerial activities. It is an integral part of the whole management programme, with all its many activities functionally inter-related. Training is a practical and vital necessity because; it enables employees to develop and rise within the organization, and

CHAPTER-6

Training & development procedure at RKBK:

TRAINING AND DEVELOPMENT AT RKBK INTRODUCTION:

RKBK seeks to create an environmet where each employee can give his best, through the acquisition of the needed competencies and skills. The Training and Development Centre of RKBK has taken up a comprehensive, innovative, real world approach to employee education, training and development that mirror the multi disciplinary nature of todays business and opportunity. This approach expands the scope and reach of training programs to clarify challenges, identify opportunities, develop relevant competencies and deliver effective training solution. T & D Centre offers the training services to the individual, departments/ functions. The Training Programs are designed to support employees at various

levels from High Potential, Young Achiever, to Middle level to Supervisor including workers.

INTERNAL AS WELL AS EXTERNAL

Based on Experience Qualification Internal Training can be on campus or off campus (in Gorakhpur) External Training are always provided off campus(out of Gorakhpur) Off Campus process includes trainings from: Nomination. After Internal training. Fresher Compulsory Internal training of 15 days. Experienced Professionals According to need.

A.Internal Training Method

Management set a target for training per year. Internal training or we can say In-house Induction Program, is provided by RKBK Automobile Pvt. Ltd. on monthly basis. The internal training program is scheduled for 15 days started after recruitment and selection process. This 15 days induction program is conducted at Gorakhpur and both on the campus and off the campus. Schedule for Internal In-house Induction Program:This program is scheduled for 15 days:

After recruitment:
SCHEDULE FOR INTERNAL INHOUSE INDUCTION PROGRAM ( Gorakhpur) SNO 1 DESCRIPTION Introduction FOCUS POINTS 1. Formal Introduction with the Various Departments and people of the Organization 2. Apprising them about the rules and regulations 1 Brief Introduction about Sales Operation Standards 2 Importance of Enquiry tracking system, Daily follow up 3. Delivery Process , Role of Dse , PSF, SSI, complaint and Customer meets 4. Brief Introduction about in HR policy Manual, Like Organization structure , KRA of Staff, Training policy, Incentive Policy, Leave policy , Increment and Resignation policy 1. Brief Introduction about functioning of Reception 2 Generation , Sources and allotment of enquiry 3. Test Drive TRAINER HR Manager CONTACT PERSON Sanjay Pathak DURA TION day

Introduction of SOS & HR Manual

HR Manager

1 Day

Sanjay Pathak

Enquiry Tracking system

Showroom Host & CIS Incharge

Purnima Gupta

1 day

Product Demonstration

1. Briefing about various models 2. Product demonstration 3. Features Explanation 1. Visit to Service workshop 2. Introduction with PDI & Stockyard Staff 3. Visit Accidental workshop

Senior Sales Consultant

2 Days

Introduction with workshops

Senior Works Manager PDI Incharge Officer on special duty Team Leaders

Nasir Ali /Krishna Akhilesh Patel Rajesh Singh Team Leaders

day

Sales / Retails

1. Stock Management 2. Order booking Process & Accounts Formalities 3. Briefing about Selling techniques 4.Brief Introduction about corporate selling 1. Finance Formalities

1 Day

Finance Process

Finance

Dinesh

1 day

Incharge 2. Papers required for different profiles 3. Other Finance companies 1. Brief Introduction about Maruti Insurance 2. Advantages of Extended Warranty 3. True Value

Purohit

Value Added Service

1. MI Incharge 2 Team Leaders 3. True Value sourcing staff

Amar Sharma Team Leaders Rajendra Tiwari

1 day

Accessories

1. Basic knowledge about MGA Products 2. Day to day functioning of Accessories counter 3. Cost and features of MGA Accessories 1. Full Explanation of Delivery Process 2. Paper Formalities at the time of delivery 3. Explanation of Delivery checklist 4. RTO Formalities

Accessories Incharge

Arivya Pratik

1 day

10

Delivery Process

1. Team Leaders 2. Service Advisor

Team Leaders

2 Days

11

Customer Care

12

Practical

13

Induction Test

1. Brief introduction about day to day customer care activities followed at dealership 2. Importance of PSF SSI 3 Complaint management 4. Importance and rating criteria of Internal and Maruti feedback cards 5. Importance of JD Power Survey New joiners along with their seniors to be send in open market to adapt art of selling. Written test & Training Feedback

Customer Care Manager

Purnima Gupta

1day

Team Leader

Team Leaders Sanjay Pathak

2 day

HR Manager

1 day

Total Days 15 Days

B. NOMINATION PROCEDURE

After completion of 15 days training (the internal in-house induction program), the employees are nominated for another most important external training, which is provided by MSIL according to this training path:

TRAINING PATH:
B. Schedule for External Training
Training Level
Level 1

Program

Type of Program
General Skills / General Skills / Etiquettes

Duration

Sequence of attending training

1 2 3

Induction Advisor For Life Maruti Suzuki Delivery Process / Excellence in Sales Satisfaction Segment A1 Segment A2 Maruti Standard Sales Process

1 day 2 days 1 day

Level 2

Product Product Skills / Etiquettes

1 day 2 days 2 days

4 5 6

Exchange of car Level 3 Maruti Finance/ Insurance/ MGA Segment A3 Grand Vitara

Skills Skills / Etiquettes

1 day 1 day

7 8

Product Product

2 days 1 day

Level 4 : Advanced / Special Skills Level 5 : Team Leader

Team Leaders

Skills / Functional

2 days

PROGRAM FEEDBACK
Feedback is essential part of any training program to understand how well the ideas have been communicated. It helps in making further improvement in the training program and making it more effective. It is done at the end of every training program to check its effectiveness.

TRAINING FEEDBACK FORM:

Prog. Topic : Date of Prog. Faculty ; Item Course material and instructional technique The course taught me what I hope to learn Strongly Agree 5 Agree 4 Neutral 3 Disagree 2 Duration : Prog. No.: Venue : Strongly Disagree 1

The course materials met my expectations The timing and length of course were accurate The instructions for training were clear There was an atmosphere for learning & discussion

5 5 5 5

4 4 4 4

3 3 3 3

2 2 2 2

1 1 1 1

Item Instructor The instructor was knowledgeable The instructor clearly explained concepts and ideas The instructor was personable and effective The session environment made it easy for me to learn and understand The instructor answered my questions

Strongly Agree 5 5 5 5 5

Agree 4 4 4 4 4

Neutral 3 3 3 3 3

Disagree 2 2 2 2 2

Strongly Disagree 1 1 1 1 1

Please rate the level of knowledge that you had in this subject area : Before session After session Did anything stand out as clearly useful / useless to you? Please specify? 1__________________________________________________ 2__________________________________________________

Staff No._______________________ Name ________________________________ Deptt.__________________ TRAINING FEEDBACK FORM Please tick on the appropriate column and provide your comments Not Applicable Some what applicable Mostly applicable Very applicable

1 Overall, how applicable to your job have the ideas /

concepts/skills covered in this program been?

Comments:

Poor

Fair

Good

Out standing

2 How well did the training prepare you for your actual
on-the-job work? Comments: What changes do you recommend for the training?

A lot

Some what applicable

A little

None

3 What, if any, extra effort did you need to take

beyond the training programme to learn your job?

Comments: What changes do you recommend for the training?

Not confident

Somewhat confident

Mostly confident

Very confident

4 Overall, how confident are you noe in the new skills?

Comments: What kind of follow-up training, if any, might be helpful?

5 Of the contents covered in this program, what has been of the greatest benefit to you back on the job? Why?
Name : _____________________________________________________________ Staff No. : _________________________________ Date :

CHAPTER-7

DATA ANALYSIS

TABULATION OF DATA:
1. Is there any training programme conducted by the organization?

No 0%

Yes 100%

Findings:
In this organization, 100% employees said that there is training programme conducted by the organization. In this organization, 0% employees said that there is no training programme conducted by the organization.

2. If Yes, Training is provided by Internal Trainer or External Trainer agency is hired to provide any type of training?

Both 15%

Internal Trainer 26%

External Trainer 59%

Findings:
59% employees said that training is provided by Internal Trainer. 26% employees said that training is provided by External Trainer. 15% employees said that training is provided by both Trainers.

3. Which method of training is more accepted and successful?

Off the job 11%

In house 0%

On the job 89%

Findings:
89% employees said that on the job training is more accepted and successful. 11% employees said that off the job training is more accepted and successful.

4. Are there any standard parameters for giving nomination for training?

No 4%

Yes 96%

Findings: 96% staff said that standard parameters for giving nomination
for training. 4% staff said that no standard parameters for giving nomination for training.

5. How frequently training programmes are

Yearly 19% Half Yearly 4% Monthly 47%

Quarterly 30%

Findings: 47% employees said that frequently training programmes are

monthly. 30% employees said that frequently training programmes are quarterly. 19% employees said that frequently training programmes are yearly. 4% employees said that frequently training programmes are half yearly.

6. How many trainings are compulsory in a year?

Two 4%

Three 15%

More than four 55%

Four 26%

Findings: 55% employees said that more than four trainings are compulsory
in a year. 26% employees said that four trainings are compulsory in a year. 15% employees said that three trainings are compulsory in a year. 4% employees said that two trainings are compulsory in a year.

7. Trainings are provided at Gorakhpur or anywhere else?

Other 11%

Gorakhpur 19%

Lucknow 70%

Findings:
70% employees said that Trainings are provided at Lucknow. 19% employees said that Trainings are provided at Gorakhpur. 11% employees said that Trainings are provided at any other place.

8. If Training is provided outside, then who bears the cost of Training?

MSIL 19% Self 0%

Organization 81%

Findings:
81% employees agree that If Training is provided outside, then Organization bears the cost of Training. 19% employees said that If Training is provided outside, then MSIL bears the cost of Training. No employees said that If Training is provided outside, then they have to bear any cost.

9. Which level of training do you prefer mostly?

Level 5 4% Level 4 19%

.No ans 11%

Level 1 29%

Level 3 22%

Level 2 15%

Findings:
29% employees prefer mostly level 1 of training. 22% employees prefer mostly level 3 of training. 19% employees prefer mostly level 4 of training. 15% employees prefer mostly level 2 of training. 11% employees give no ans.

10. Overall, how applicable to your job are the ideas/concepts/skills covered in these programmes?

Not applicable 8% Very applicable 34% Some what applicable 0%

Mostly 58%

Findings:
92% of Employees says that knowledge given in the training programme are helpful in their job. 8% employees do not agree with the above statement.

11. Any extra effort do you need to take the beyond the training programmes to perform your job effectively?

No 15%

.No ans 4%

Yes 81%

Findings:
81% employees said that they want to need to take the training programme to perform your job effectively. 15% employees said that they dont want to need to take the training programme to perform your job effectively.

12. In your view training helps to develop-

None of these 0%

Skills 4%

Knoweldge 11% Etiquettes 0%

All of these 85%

Findings: Most of the employees (85%) said that Training helps to develop
the skill, knowledge and etiquettes. Some employees (11%) said that Training helps to develop the knowledge Few employees (4%) said that Training helps to develop the skill. No employees (0%) said that Training helps to develop the etiquettes.

13. Are you satisfied with training provided by MSIL?

No 4%

Yes 96%

Findings: 96% employees satisfied with training provided by MSIL. 4% employees not satisfied with training provided by MSIL.

14. What attracts the candidates to apply for the job?

Salary 7%

Growth opportunity 30% Incentives 0%

All of these 59%

Proper Training 0%

Facility provided Company's 0% brand 4%

Findings: 59% employees said that Proper Training, Companys Brand,

Facility Provided, Incentives, Growth opportunity, Salary all of these are attract the candidates to apply for the job. 30% employees said that Growth opportunity attracts the candidates to apply for the job. 7% employees said that Salary attracts the candidates to apply for the job. 4% employees said that Companys brand attracts the candidates to apply for the job.

15. Does your organization provided vestibule training?

No 26%

Yes 74%

Findings: 74% employees said that there is organization provided vestibule

training. 26% employees said that organization provided not any vestibule training.

CHAPTER-8

KEY STAFF

CHAPTER-9

FINDING
No proper feedback given by trainees to the departments. Organization has to bear losses if the nominated employee doesnt attend the external training. The organization has criteria for giving induction in-house training only for the fresher. No proper time management during conduction of training. During training some trainees have faced problems like - product knowledge and communication problem. Mostly employees are interested for the Level- 1 training. Maximum employees are not aware about vestibule training. Mostly employees need to take extra effort beyond the training programme. Before the development of Training Path there was no proper rule for attending, step by step external training. Employees are not much aware of skill enhancement.

CHAPTER-10

CONCLUSION

CONCLUSION
The present project entitled Role of Training and Development Programme was carried out in the Human Resource Department of RKBK Automobiles Pvt. Ltd. during May to June 10. By knowing the training and development programme of RKBK Automobiles Pvt. Ltd. I conclude that any employee who is getting training from this company can work in a very appropriate manner and can go for promotion in very less time. Because the training programme provided by this company is very fruitful in order to develop the skill, Product Knowledge & Etiquettes. In this research project report I have discussed the role of training and development program for the development of RKBK Automobiles Pvt. Ltd. so the role of training and development is to increase efficiency as well as morale of employees, better human relations, reduce supervision, and to increase organizational viability and flexibility. To obtain individual and organisational goals there is urgent need for the effective utilzation of human resource. Human resource is the backbone of any industries. For the development of any organizatin people are responsible for the work activities. So the training and development programme of RKBK Automobiles Pvt. Ltd. is very effective and always tries to develop, and to train its employees in some other technological and scientific manner. While training it also takes care of employees, so that they can work for the organization in a true way.

CHAPTER-11

SUGGESTION AND
RECOMMENDATION

SUGGESTION & RECOMMENDATION

The training program should be conducted in such a way that it gives a trainees practical view or on the job training should be conducted. The duration of training program should be increased , so that the trainees get a clear understanding of the subject matter taught. The participants of the training programs should be divided in to different groups according to their level of knowledge and grasping power. The groups to be made in the training programs should be made on the basis of a pre-training evalution test. Either the training should be conducted after working hours or it should be conducted on leave days, so that the trainees are free from carrying the work pressure to the training centre. There should be clear cut written instructions that the trainees are free from any sort of work accountability or responsibility at the time of training. The training program should be organized in such a way that every employees gets training once in a year. More stress should be laid on role-plays at the end session of training program. Some film show should be arranged on the teaching topics as learning by observing the things is better than by merely listening. Some employees should be sent to some leading industries of India for more exposure and sessions should be held for them to share their experiences with other employees. Recognition and reward should be provided to the employees who perform very well. Making them an example would motivate others to put in more efforts.

CHAPTER-12

LIMITATION

LIMITATIONS
The study might not be all perfect because of certain limitations. The problem of time scarcity was an important want for within a short span of time, the project had to be completed, and hence much information could not be gathered nor evaluated. Another important limitation is that Analysis is very much dependent on the companies internal bulletin.

CHAPTER-13

BIBLIOGRAPHY

Books: RKBKs training planner and induction guide. Training report and manuals available in the Organization. Human Resource Management : V S P Rao Encyclopadeia of Management (Trg. & Dev) : Edited by John Prior Company annual report and other publication. Other training documents available at Organization. Human resource management by L M Prasad.

Websites: www.marutisuzuki.com www.rkbk.com www.hrindia.com

CHAPTER-14

Annexure

QUESTIONNAIRE??
RKBK AUTOMOBILES PVT. LTD.
NAME: . DESIGNATION: .. DEPARTMENT: ..

Respected sir, We are the student of management. This is the form of TRAINING & DEVELOPMENTP PROCESS, survey for our academic project purpose. We need your help to fill up this form. Your kind support is valuable for us. Thanking you,

Q1. Is there any training programme conducted by the organization? a. Yes b. No to

Q.2 If Yes, Training is provided by Internal Trainer or External agency is hired provide any type of training? a. Internal Trainer b. External Trainer

Q.3 Which method of training is more accepted and successful? a. On-the-job b. Off-the-job c. In-house

Q.4 Are there any standard parameters for giving nomination for training? a. Yes b. No

Q.5 How frequently training programmes is conducted? a. Monthly b. Quarterly c. Half Yearly d. Yearly

Q.6 How many trainings are compulsory in a year? a. Two b. Three c. Four d. More than four

Q.7Trainings are provided at Gorakhpur or any where else? a. Gorakhpur b. Lucknow c. Other

Q.8 If training is provided outside, then who bears the cost of training? a. Organization b. Self c. MSIL

Q.9 Which level of training do you prefer? a. Level 1 b. Level 2 c. Level 3 d. Level 4 e. Level

Q.10 Overall, how applicable to your job are the ideas/concepts/skills covered in these programmes? a. Not applicable b. Some what applicable c. Mostly d. Very applicable

Q.11 Any extra effort do you need to take beyond the training programme to perform your job effectively? a. Yes b. Yes

Q.12 In your view training helps to developa. Skills b. Knowledge c. Etiquettes d. All of these e. None of these

Q.13 Are you satisfied with training provided by MSIL? a. Yes b. No

Q.14 Is there a proper match between targets achieved and incentives rewarded? a. Yes b. No

Q.15 What attracts the candidates to apply for the job? a. Salary b. Growth opportunity c. Facilities provided f. Proper training d Incentives g. All of these

e. Companys brand

Q.16

Does a. Yes

your b. No

organization

provide

vestibule

training?

Q.17 What are the problems faced by you during training? ________________________________________________________________________ Q.18 Would you like to give any recommendation & suggestion for the training? _______________________________________________________________________ _______________________________________________________________________

The information collected is only for the academic purpose and will be kept confidential.

Thank you

CHAPTER-15

WORDS OF THANKS
I take the opportunity to pay hearty regards to Dr. ATUL MATHUR,(Dean- SPCJIC,AGARA), Dr. NIRAJ GUPTA , ( HODSPCJIC,AGARA ), for lending me their kind support for completion of my project. I thank all those who directly or indirectly supported me morally, financially and through providing knowledge by which I could complete my summer training project. Last but not the least I am thankful to the management of RKBK Automobiles Pvt. Ltd. ( Dealer of Maruti Suzuki India Ltd ) & especially to my guide Mr. SANJAY PATHAK whose co-operation & guidance was a milestone in completion of my project.

THANK YOU!