EMPLOYEE TRAINING & DEVELOPMENT PRACTICE OF ROBI

AXIATA LTD.

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Term Paper
On
EMPLOYEE TRA INING & DEVELOPMENT PRACTICE OF ROBI AXIATA LTD.

Submitted to:
Dr. Sumayya Begum
Faculty of Business Studies (FBS)
Bangladesh University of Professionals

Submitted by:
Zaharatul Munir Sarah
ID# M1516042
Batch: MBA 16(B)

BANGLADESH UNIVERSITY OF PROFESSIONALS

Mirpur Cantonment, Dhaka- 1216
Letter of Transmittal
16 September 2015
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Dr. Sumayya Begum

Assistant Professor
Faculty of Business Studies (FBS)
Bangladesh University of Professionals
Subject: Submission of Term Paper
Madam:
It is my great pleasure to submit the term paper titled Employee Training and Development
Practice of Robi AxiataLtd. which has been prepared as a partial requirement of the course
Human Resource Management.
It will be highly appreciated if you kindly accept the report. Your positive action regarding this
matter would be very much helpful for my academic career. If you need any further clarification
or information in interpreting this analysis, I will be glad to answer your queries.
Sincerely yours

Zaharatul Munir Sarah

ID# M1516042
Batch: MBA 16(B)
Bangladesh University of Professionals

[3]

Acknowledgement

First, all praises go to the Almighty Allah, the most gracious, the most merciful, the most kind &
generous to man & his action. This report is titled Employee Training and Development
Practice of Robi AxiataLtd.

I acknowledge the encouragement, assistance, feedback and guidance provided by a number of

people to complete this report. In process of preparing this report I am thankful to my respectable
course instructor, Dr. Sumayya Begum, Assistant Professor for assigning me this report to fulfill
the requirements of Human Resource Management Course. Preparing this report was a valuable
experience for me.

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Executive Summary
Robi Axiata Ltd. is one of the leading telecommunications service providers in Bangladesh. It is
a joint venture company between Axiata Group Berhad, Malaysia and NTT DOCOMOINC,
Japan. With a mission to meet the communication needs of the people of Bangladesh, Robi
Axiata Ltd. formerly known as Telecom Malaysia International (Bangladesh), commenced its
operation in 1997 under the brand name of Aktel. Later, on 28th March, 2010 the company started
its new journey with the new brand name Robi. By serving the urban dwellers and rural people
simultaneously, Robi is going to fulfill the countrys vision to make communication a basic
necessity and with the reach at all levels of the a Sharing Robis experience and expertise with
people of Bangladesh will not only assist in the development of the telecom infrastructure in the
country but most importantly the people of Bangladesh remains connected and closer with each
other.
Training and Development is a vital issue of Human Resource Management. By practicing
Training and Development process, any organization can improve its performance and also
activity level. Employee can survive and they have the opportunity to overcome any obstacles.
The report illustrates the Origin, Background, Problem Statement, Literature Review, Scope,
Limitations, Methodology and Objectives. The basic objective of this report is to measure the
Training and Development Practice of Robi Axiata Ltd.
Moreover, there are chapters which provide the name and location of the organization includes
the historical background of the company. The report demonstrates companys vision, mission,
objectives, strategies and values. The companys vision is: be a leader as a Telecommunication
Service Provider in Bangladesh which means Robi is always there to help its customers
whenever needed. The mission is to deliver reliable, widespread, convenient mobile and cost
effective telephone services to up to its remotest customers.
My research is Employee Training and Development Practice of Robi Axiata Ltd. My report
exemplify how training and development practice helps the employees to enhance the
performance, develops leadership capabilities, gets promoted, change the attitude of individuals
towards peer, subordinates and managers. The survey questionnaire was prepared which was
filled up by the employees of Robi.

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TABLE OF CONTENT
Acknowledgment
Executive Summary
CHAPTER 1
1.1
Introduction
1.2
Origin of the Report
Scope of the Report
1.3
Rationale of the Study
1.4
Problem Statement
1.5
Objectives of the study
1.6
1.6.1
Broad objective
1.6.2
Specific objectives
CHAPTER 2
2.1
Literature Review

iv
v
8-9
8
8
9
9
9
9

CHAPTER 3
3.1
Methodology

11
11

3.2
3.3

3.1.1
Primary sources
3.1.2
Secondary sources
Data Gathering Method
Limitations

CHAPTER 4
4.1
Company Overview
4.1.1
Background of Robi
CHAPTER 5
5.1
Training and Development Practice in Robi Axiata Ltd.
Training Programs
5.2
Training Needs Analysis
5.3
5.3.1
A Structured Interview
5.3.2
Organizational Analysis
5.3.3
Operational Analysis
5.3.4
Person Analysis
5.3.5
Graphic Rating Scale Method
5.3.6
360 Feedback Process
5.4
Training Calendar
5.5
Training Design
5.6
Training Evaluation
CHAPTER 6
6.1 Findings & Analysis
6.2 Recommendation
6.3 Conclusion
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9
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10

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12-14
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12
15-21
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Appendix
References
CHAPTER 01
1.1 Introduction
In Human Resource Management (HRM) cycle as well as in any organization, training and
development system plays an important and vital role in achieving organizational mission and
vision, goals and objectives. Organizations today consider the HR department as the critical
source of making development amongst the employees to lead the organization to the success.

Nature of Training & Development: In simple terms training and development refers to
imparting of specific skills, abilities and knowledge to an employee. A formal definition
of training and development is it is any attempt to improve current and future
employee performance by increasing an employees ability to perform through learning,
usually by changing the employees attitude or increasing his/her skills and knowledge.
The need for training and development is determined by the employees performance
deficiency, computed as follows:
Training & Development need = Standard performance Actual performance: It is
a subsystem of an organization. It ensures that randomness is reduced and learning or
behavioral change takes place in structural format. Before starting any Training method
we should state Mission, vision of the company and what are the clear objectives we are
looking after the training methods get over.
Purpose and Goals
The purpose of the training and development function is to:
1. Organize and facilitate the learning process.
2. Expedite acquisition of the knowledge, skills, and abilities required for effective job
performance.
3. Provide employees with career growth opportunities consistent with corporate goals,
objectives, and strategies.
Training and employee development programs are designed to be effective, efficient, and timely,
using sources, methods, and strategies consistent with the following goals:
1. Ensure the availability of human resources to meet present and future organizational
needs.
2. Ensure linkage with corporate goals and business strategies.
3. Provide learning experiences that are responsive to the training and development
needs of Postal Service employees.
4. Make instruction timely, using the most cost-effective methods.
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5. Reduce organizational training costs while increasing learner retention and

proficiency
1.2 Origin of the Report
Knowledge and learning become perfect when it is linked with theory and practical experience.
To link-up the theoretical knowledge and practical scenario every students of MBA was
instructed to work with one HR Function of a certain Company and I chose to work with the
Training & Development Process at Robi Axiata Ltd.
1.3 Scope of the Report
The report has covered how Robi Axiata Ltd. is maintaining one of the most important HR
function Training & Development Process. It also includes a brief profile of the company. This
term paper is prepared for Dr. Sumayya Begum Human Resource Management Course
Instructor. This report is prepared as a partial requirement for this course.
1.4 Rationale of the Study
This report is a vital part of HRM course. The report will give me an opportunity to explore in
the field of Human Resource. The research will also provide the feedback of people involved in
the Training & Development process. Apart from that, it will provide me a great deal of exposure
to interact with high profile managers of the company.
1.5 Problem Statement
This Report will be titled as Current Scenario of Training and Development Practice in Robi
Axiata Ltd. In the current business world, particularly in telecommunication sector, training
refers to a planned effort by a company to facilitate employees learning of job-related
competencies. This report is about analyzing the present status of employee training and
development practice in Robi Axiata Ltd. The report will illustrate how trainings develop the
employee in five major aspects; individual/general attitude, core function & responsibility,
designation, leadership capabilities and performance appraisal.
1.6 Objectives of the study
Some predetermined objectives have been broken down into two different categories of objective
to bring to a close this report.
1.6.1 Broad objective
To identify and analyze the Training & Development Process of Robi Axiata Ltd

1.6.2 Specific objectives

To know the type of training provided by the Company.
To know the training techniques used by the Company.
To know the need of training.
To know who should provide training.
Important skills required for performing job.
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Ability required for better performing

Purpose of training.

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CHAPTER 02
2.1 Literature Review
Beckhard (1969) defines Organization Development (OD) as "an effort (1) planned, (2)
organization -wide, (3) managed from the top, to (4) increase organization effectiveness and
health through (5) planned interventions in the organization's processes', using behavioral
-science knowledge". Bennis (1969) pointed OD is a change process, a complex educational
strategy proposed to change the beliefs, attitudes, values, and structure of organizations for better
adaption to new technologies, markets, and challenges. Whereas Porras and Robertson (1992)
argued OD is a set of behavioral science based theories, values, strategies, and techniques that
focus on organizational work settings for the purpose of enhancing individual development and
improving organizational performance, by modifying the on-the-job behaviors of employees. If
all these definitions are analyzed then a clear picture comes out that is all authors emphasized on
individual development and improving organizational performance. And for this development
OD emphasize the uses of behavioral science knowledge to plan organizational changes; and the
processes, work setting factors, beliefs, attitudes, values, and structure of the organization is
backed by this behavioral science knowledge. OD has some unique characteristics of its own
such as OD is a designed strategy to bring about organizational change; the change effort aims at
specific objectives and is based on a diagnosis of problem areas; OD typically involves a mutual
and collaborative approach to change, includes participation and contribution of the organization
members most influenced by the changes; OD programs include an emphasis on ways to
improve and enhance performance and quality; OD represents a system approach concerned with
the interrelationship of divisions, departments, groups, and individuals as interdependent
subsystems of the total organization; OD is based upon scientific approaches to increase
organization effectiveness.
To state the importance of Training & Development Process Founder & CEO of RateGain told
that Training and development is one of the lowest things on the priority list of most companies.
When it's organized, it is often at the persistence of the human resources department. There is,
however, enormous value in organizing proper training and development sessions for employees.
Training allows employees to acquire new skills, sharpen existing ones, perform better, increase
productivity and be better leaders. Since a company is the sum total of what employees achieve
individually, organizations should do everything in their power to ensure that employees perform
at their peak.
"Training is critical for growth and development of employees in the organization and also to
retain talent", expressed Vivek Punekar, Chief Human Resource Officer-HCL Info systems.
Referring to his company's strategy, he adds that their comprehensive training programs ranging
from entry level to the highest-level executives focuses on all-round development of the people.
"To strengthen our process, we analyze and identify key development areas for training - skills,
technical and product learning - on regular basis. New technological upgrades and business
needs are also taken into consideration in this approach."

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CHAPTER 03
3.1 Methodology
To obtain an effective research outcome Every Research work must be conducted through a
specific and predetermined methodology. It has been conducted with a methodology and the
elements of methodology are as following:
3.1.1 Primary sources
Primary data was gathered from the direct interviews and conversations with the employees
within the Dhaka Head Office of Robi Axiata Ltd.

3.1.2 Secondary sources

The website of
- Robi Axiata Ltd. (www.robi.com.bd)
Different journals and publications
Other Research Papers
Annual Reports of Robi Axiata Ltd
3.2 Data Gathering Method

To analyze data, I have used MS-Excel to generate charts and graph of different analysis. The
required data and information were collected through interviewing the few employees of the
company.
3.3 Limitations
To conduct this research I faced some obstacles that delayed me from obtaining the objective of
my project. In brief the problems I faced were:

Time Barrier: There was very short time to do research on a company.

Limitation of Data: Like other companies Robi Axiata Ltd. also have and regulation
regarding its privacy policy.
Real situation: The actual situation is different from the bookish concept. Some concepts
varied from company to company.
Biasness: The report is based totally on personal observation. Personal bias might have
hampered to the findings.
Lack of experience: I might have unintentionally missed any important point that I should
have covered in my project work.

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CHAPTER 04
4.1 Company Overview
4.1.1 Background of Robi
Telecommunication is the transmission of information, over significant distances, for the purpose
of communication. Today the globe is a village and telecommunication has become a necessity to
people's life. Moreover, telecommunication has started introducing some diversified areas with
the help of its mobile network. Nowadays, people cannot think without mobile phone. Many
people depend on it for their ultimate connectivity. It has become a part of people's day to day
life. Mobile technology is presently providing various cheap solutions in people's daily life.
Information technology enables telecom companies to provide economic solutions with a very
cheap and easily available access, which was costly earlier and not accessible to some extent.
Using a mobile phone has become a common measure of communication in our country. From a
rickshaw puller to a higher official, everyone owns a mobile phone. The number of mobile phone
user is increasing day by day. So our country has become an attractive market for mobile
operators. Robi Axiata is one of the leading mobile operators in our country who have seen this
great potential.
In order to get on with the rhythm of the modern world, infra-structural development of the
telecommunication sector should get the priority. As a consequence, Robi Axiata Ltd. one of the
pioneers not only in the telecommunications private sector of Bangladesh, but also is a dynamic
and leading countrywide GSM communication solution provider. It is a joint venture company
between Axiata Group Berhad, Malaysia and NTT DOCOMOINC, Japan. With a mission to
meet the communication needs of the people of Bangladesh, Robi Axiata Ltd. formerly known as
Telecom Malaysia International (Bangladesh), commenced its operation in 1997 under the brand
name of Aktel. Later, on 28th March, 2010 the company started its new journey with the new
brand name Robi. By serving the urban dwellers and rural people simultaneously, Robi is
going to fulfill the countrys vision to make communication a basic necessity and with the reach
at all levels of the a Sharing Robis experience and expertise with people of Bangladesh will not
only assist in the development of the telecom infrastructure in the country but most importantly
the people of Bangladesh remains connected and closer with each other.

Market share of Robi: Robi has got 18% market share in the Telecommunication
industry in Bangladesh considering the subscriber base and is in the third position based
on the number of customers. But when revenue is concerned, Robi has a lot of valuable
customers who are keeping Robi at second position.

Vision: To be a leader as a Telecommunication Service Provider in Bangladesh

Mission: Robi aims to achieve its vision through being number one not only in terms of
market share, but also by being an employer of choice with up-to-date knowledge and
products geared to address the ever changing needs of our budding nation.
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Divisions & Departments of Robi: Robi is operating with following Divisions /

Departments having its establishment indifferent locations at Dhaka, Chittagong and
other regions of Bangladesh. Robi has following divisions and departments:
1) Finance Division
2) Commercial Division
3) Information Technology Division
4) Technical Division
5) Human Resources Division
6) Revenue Assurance Department
7) Regulatory Affairs Department
8) Internal Audit Department
9) Corporate Affairs Department
10) Corporate Strategy Department
11) Supply Chain Management Department
12) Credit Control Department
13) Legal & Compliance Department
14) Security & Safety Department
15) MDs/CEOs Office

Company Achievements
Robi has been conferred the prestigious Frost & Sullivan Asia Pacific ICT Award
2010 for Emerging Market Service Provider of the Year
Awarded the prestigious fund grant from GSMA MMU (Mobile Money for the
Unbanked) in 2009
Crossing 10 million subscribers mark in 2009
Cost optimization project saved 2 times of what was projected.
The weekly Financial Mirror Samsung Mobile & Robintex Business Award 20082009 as the best Telecommunication Company.
TeleLink Telecommunication Award 2007 for its excellence in service, corporate
social responsibilities and dealership management for the year 2006 in
commemoration of World Telecommunication Day 2007
Arthakantha Business Award given by the national fortnightly business magazine of
Bangladesh for its excellence in Service in telecom sector.
Financial Mirror Businessmen Award given by the national weekly Tabloid business
magazine.
Deshbandhu C. R. Das Gold Medal for contribution to telecom sector in Bangladesh.
Beautification Award for exceptional contribution to the Dhaka Metropolitan City
from Prime Minster Office on 13th SAARC summit.
Standard Chartered-Financial Express Corporate Social Responsibility(CSR) Awards
2006 for contribution in Education, Primary Health, Poverty Alleviation and
Ecological Impact.
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Human Resource Division of the company: Robi has human resource activity from the
very beginning when they first started their operation though earlier they do not have
separate HR division. It was working jointly with other division (finance, marketing,
administration). The company establishes separate HR Division in January 1998. They
have now 21 employees including those who are working in their head of the department.
Their HR head quarter is situated at Malaysia.

Importance of HR division in the company: To run the organization operation properly

and to achieve the organizations goals, the organization needs qualified and right
employees. HR helps to find the right person for the right job. This is the major work of
HR division. Employee recruiting, selection, training, management development, and
employee compensation all these things have done under HR division. To achieve their
mission they provide effective training program, design attractive compensation package,
provide performance appraisal. These entire things are done for finding the appropriate
employee for the organization who can assist organization to accomplish its goal.

Duties and responsibilities of HR division of Robi

1)
2)
3)
4)
5)
6)

To perform job Analysis

To get engaged with recruiting and conduct initial screening.
To design the orientation, training and development materials.
To help in designing organization development activities.
To work with employees compensation and benefit.
To provide sufficient information in order to complete the processing of
Recruitment and Selection.
7) Duties with Administration sector under Robi HR Division:
8) Transportation management
9) Protocol
10) Health and safety of the employee.

HR Mission: To be the employer of choice

HR objectives:
1)
2)
3)
4)

Providing the right person for the right job.

Job satisfaction.
Career planning and Development.
Reduce the employee turnover by recruiting and selecting the right person.

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CHAPTER 05
5.1 Training and Development Practice in Robi Axiata Ltd.
Training and development work as subsystem in Robi. It ensures that randomness is reduced and
learning or behavioral change takes place in structured format.
5.2 Training Programs
All the training programs of Robi Axiata Ltd. are generally divided into two types.
i)
Leadership training and
ii)
Functional training
1. Leadership Training: Leadership trainings are such type of trainings designed to
develop the leadership skills of the employees. Employees from all departments and all
designations are allowed to do these types of trainings. Name of some leadership
trainings are, Business communication training, Problem solving decision making,
Project management, Coaching for excellence, Business English, Situational leadership,
Time and stress management etc. Each of the training has a relevant competency
development like Business communication is relevant with building the competency of
Business Acumen, Project management is for result achievement, Time management for
Personal attribute etc.
2. Functional Training: Functional Trainings are types of trainings that are designed to
help employees to deal with their day to day functions. These trainings are most of the
times designed for Employees of a specific department. Most of the functional trainings
such as, Oracle Data gurad training, 3g Overview training, IP network Barrier training,
Huwai interface training etc are for the employees of technology department. There is
another functional training named Success through distributors, this training is mainly for
the Area manager of Sales division. But some Functional training is open for employees
of all departments such as, Training of power point, Training on Excel etc.
Other Training: Every year a number of employees are sent for overseas trainings. Top
level manager, vice president are allowed to participate in the Annual Axiata training held
in Malaysia. Employees from technology department are sent to Malaysia, Korea and
China for Advanced training in possible new technologies.
5.3 Training Needs Analysis
5.3.1 A Structured Interview
Robi Axiata Ltd.s structured interview for job analysis is seen under this method the supervisor
of an employee asks him several questions related to the interviewees job. The structured
interview paper is filled by the Interviewer, as the interviewee gives him the answers to the
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question. This is merely an easy and quicker process for Robi Axiata Ltd. to collect information
for job analysis. The manager then verifies the information with the employees immediate
supervisor to double check it. And finally in the last step the General Manager of performance
management team of Human Resource department of Robi Axiata Ltd. develops a Job
Specification and Job description in separate documents.
The Human Resource team of Robi Axiata Ltd. writes the job specification based on Training
Need Analysis (TNA) is an important and must to do objective in a big business corporation to
retain their human resource and make them the most skilled person comparing to competitors.
TNA is to find out the professional gaps of the organization. From starting of an organization
every employee did not have the same knowledge, skills and attitudes (KSA) as they have now.
So from the very beginning an organization needs to do the organizational analysis, then
operational analysis and lastly person analysis. Thus the organization will find out the gaps,
which is to be filled. If actual performance of an employee is deducted from the standard
performance, we can find out the performance gaps. To fill up these gaps organization should
train their employees. Runner Group of Companies (Robi Axiata Ltd.) does the same to retain
and make their resources skilled and experienced more than ever.
5.3.2 Organizational Analysis
Robi Axiata Ltd. does their organizational analysis once in a year with the top level management
only. They look throughout the organizations environment and find the influences which affect
the employees performance.
5.3.3 Operational Analysis
Operational analysis is also known as the job/task analysis. Robi Axiata Ltd., has a strong job
analysis system and they maintain it strictly. Job Analysis is the procedure of determining the
duties and skill requirements of a job and the kind of person who should be hired for it. Robi
Axiata Ltd. does job analysis once in each six months. They use a structured interview method
for collecting job analysis information to know whether they are planning to address the job
towards trained applicants or non-trained applicants. Robi Axiata Ltd.s Human resource team
writes a job description using information from the job analysis which is briefly:
Job Identification
Job Summary
Responsibilities & duties
Authority of incumbent, at the same time his immediate supervisors post and immediate
subordinates post
The working condition that they provide for the job
Standards of performance
Lastly, Job Specification
5.3.4 Person Analysis
Finally the person analysis shows who is the most active and filled up with KSAs and who are
required KSAs for their job. This analysis is also known as the performance appraisal of the
employees. Like the job analysis Robi Axiata Ltd. maintain the strictness in the performance
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appraisal too. In performance appraisal the organization will actually find the performance gap in
individual steps. Robi Axiata Ltd. uses a specific method to apprise the employees which is
Graphic Rating method.
5.3.5 Graphic Rating Scale Method
This method is one of the popular and simple methods for appraising performance. This rating
scale lists traits and range of performance value each traits. Robi Axiata Ltd. made a graphic
rating scale which includes- job knowledge, skill, quality of work, customer service, computer
knowledge, communication skills, analytical skill, initiative, teamwork, commitment to work,
creativity, loyalty toward organization, financial discipline, attitude towards seniors, adapts to
change, grooming and attendance & punctuality, in total it looks into different areas such as Job
performance, Human factor and Discipline. The employee in this case, is rated by identifying
the score that best describes his or her level of performance for each of the trait.
5.3.6 360 Feedback Process
For the managerial level employees and designations above that, Robi Axiata Ltd. uses 360
Feedback process. As managers have comparatively significant roles in the company, which can
range from communicating with other departments, leading the subordinates, maintain public
relations, making strategic business plans, etc. Thus their performance is appraised using the
360o feedback process and this helps to evaluate an individual managers performance in every
work that he performs and his relationship with the organizations other employees
5.4 Training Calendar
Robi Axiata Ltd. has a standard training calendar which they follow to train the employees. After
the need analysis, one HR assistant managers and his executives collect the information about all
the employees and their lacking of skills. The HR executives work on the training calendar after
words. The assistant manager decides what training do the new employees and the old employees
need. This task is done by a big personnel assessment. This personnel assessment is done every
three month to maintain the up-to-date information. Every individual is evaluated by the line
managers of the department and after evaluation they face a short interview discussing about the
evaluation and the training they need. If any employee likes to do any training for his betterment,
he is welcomed. Those who did different trainings before, also face the evaluation. If they dont
meet to the mark they are suggested for the training once again. So after all the needs and lacking
of the employee been collected, they executive starts to design the calendar. They allocate the
trainers and the trainees into different slots; make a schedule of when and where the training
should be held. They also make a big routine to maintain the calendar. The training calendar
consist the name of the training, training from which department, who will be directing the
training, participants of the training, where the training should held and the time.

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Figure 1: Training Calendar of 2015

5.5 Training Design

The training program of the company is likely to change. The company never always maintains
the same techniques while designing their training programs. But they do know why their
training programs are being changed and why. While designing their training programs the
Company usually follows some steps.
Step 1: Analyzing:

Identifying Training Needs: The Company at first tries to analyze the needs of training
for the employees. And for that they look at the performance gaps of the employees and
other things which are related with the failures of effective performances by their
employees. And after sorting the problems they try to figure out appropriate training
programs to be used by the company to fill the gaps.
Cost Analysis: The Company allocates a portion from their budget to be used for training
programs. So at first they Analyze and try forecast the cost they have to bear for carrying
out the training programs.
Determining Learning Objectives: The purpose of this part of the planning is to design
learning objectives that will ultimately accomplish to reach the overall training and
development goals. Company also identifies the learning activities (or methods) that are
needed to conduct to achieve the learning objectives and overall training goals. The
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following things should be considered in this case 1. Identify some preliminary learning
objectives for each new area of knowledge or skills. 2. In what sequence should the
learning objectives be attained? 3. What are the best learning activities (methods) for you
to achieve your learning objectives?
STEP 2: Making Decisions:
After completing the analysis the company goes for making some important decisions for
designing the training program.

What Methods of Training to Use: Based on the learning of the need analysis, The
Company than tries to determine what methods should be used to provide trainings.
Methods such as seminars, coaching, practical etc.
How Much Time to Allocate for the Training: And then the company tries to figure out
how much time should be allocated for each type of trainings. Time constraints are very
important for a company while giving trainings. So the company emphasize on this
consideration properly to avoid future mismanagements.
How Many Trainees to Train at the Same Time: Another important consideration is
deciding the number of trainees to be trained at the same time. While making this plan the
company always considers the time constraints and also the cost analysis. If they can
provide a certain type of training to a good number of trainees at a time then they can
save money and time. But if they include too much trainees at training then the training
might not be that much effective.
Different Training for Managers And Subordinates: Another important decision the
company makes while designing training is, whether they will provide different training
programs for managers and subordinates or not. In some cases special trainings are
required for the managerial levels. So the company plans this training very seriously
while making the design.
The Appropriate Locations for the Trainings: The Company always tries their level
best to choose the perfect location where training programs will be held. While making
this plan they consider the number of trainees, the type of trainings and maintaining a
good environment for learning, these issues before designing the training program.

Step 3: Developing training objectives:

In this stage the Company develops the objectives for the trainings. They express what they are
expecting from the training programs. How should the programs be run and what outcomes it
should provide? To make it more clear in this stage the Company expects the outputs out of their
inputs. While developing the objectives they generally consider some issues. Those are:
The present level of performance
The desired level of performance
The benefits of the success of the training
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Step4: Execution:
This is the final step where company executes all the earlier stages and brings them into action.
After this step the Company finally comes up with a training design program.
5.6 Training Evaluation
As Robi Axiata ltd. Axiata ltd. gives a lot of effort for training their employees, they also give
importance on the evaluation of those training. Before assigning employees for training, the
company creates some expectations from the employees and then they analyze the performances
of those employees. After analyzing they try to find the gaps from the performances compared to
the expectations. And based on those gaps company starts planning the training needs for
employees. It also helps the company to make a forecast of their future training planning. During
many workshops the company also gets to know how well aware their workers have become
considering their participations. In the Eco seminar the company gets to know how much their
employees have learned from the training since in the Eco seminar the trained workers from
abroad shares their knowledges with other employees. Since these abroad trainings are very
expensive, therefore the company shows a lot of interests in evaluating the trainees. For
collecting the feedback on the training from the participants, a feedback form is given to the
participants after every training. In the form 17 characteristics of the training are mentioned and
participants mark each of them in a scale of 5.

[20]

Figure 2: Training Evaluation Process by Trainee

The feedbacks then are recorded in two stages. First all the feedbacks of one particular training
are stored in one Excel file and the total average is calculated. In the second stage all the average
of the training feedbacks of one particular month are stored in a file. The feedbacks help later on
to understand the effectiveness of the training. The results of the evaluation also help to make
some important decision in the future such as, whether to bring any change in the training
process or to move with a new trainer etc. Beside the Feedback, the effectiveness of the training
can also be measured by some other ways such as:

Learning: - The company takes exam and tests to find out whether the employees
learned the principles, skills they were supposed to learn
Behavior: - The company try to find out whether the trainees behavior changed due to
the training or not. For example, a newly promoted manager had been given training on
leadership. Now after the training the company will try to determine the significant
changes of his behavior to judge the trainings success.
Results: Reaction, learning and behavior are important but if the training program does
not produce measurable results, then it probably has not achieved its goals. Therefore the
company gives the most priority to the outcomes to evaluate the success of the trainings.

[21]

CHAPTER 06
6.1 Findings & Analysis
I interviewed 12 employees of Robi Axiata Ltd. where I found the following comments
regarding Training and Development Policy and Procedure:
1. For how long have you been working for this Company?
1-5
5-10
More than 15 years

Interpretation: According to the given information most of the interviewed employees are not
much old in the company. But yet they are well known about the HR practices of their
organization.
2. Do you have any policy that states the organizations philosophy on employee
training and development?
Yes
12
No 0

Interpretation: They are all aware of their HR planning about training and development
procedure which has been talked in the Training Manual that is mentioned here on chapter 04.
3. Does your HR Department conduct JOB ANALYSIS to identify the job needed
skills?
Yes 12
No 0

[22]

Interpretation: From the given information it suggests that most of the employees (from
officers to top) are well aware that they have job analysis process. This is also good for the
organization. Here I have found two major things e.g.
i)
they have job analysis process and
ii)
most of the employees are informed about the matter
If each employee knows that what the minimum competency is required for his post and what
are the duties and responsibilities for his then he/she will be able to achieve the organizational
goal.
4. Which groups undergoes most of the training?
New comers 8
Everyone is given equal importance 4

Interpretation: It is very important to conduct a good orientation program and give training to
the new comers. An orientation program helps an employee to understand basic matters, know
organizational culture, to be familiarized with the colleagues and to avoid first-day jitters. A
new person feels welcome and at ease and the orientation also makes the person
knowledgeable about rules and regulations which prevent them from making time-consuming
and dangerous errors.
5. Do you have any process for assessing the organizations (immediate and future)
training needs and individual development needs?
Yes, by HR Department
1
Yes, by outside consultants 9
Both 2

[23]

Interpretation: From the above data it has been found that consultants, trainers and the HR
department along with employees participate in the assessment of training needs. As they have
job related all information from Job Analysis according to which they conduct recruitment and
induction training. But yet every employees need to be updated for various reason. Employees
also need attitude development training to be motivated toward the goal achievement. Robi HR
department conducts this assessment once in a year. The consultants along with the HR
department survey the current job statement identify lacking and show the management where
training is needed.
6. Are there any methods to identify training needs in your organization?
Yes
12
No
0

Interpretation: According to the given information the company is conscious about

identifying the training needs. It interprets that they are active in their way of performance
appraising, monitoring and they are trying to be better in every task.
7. What are the methods to identify the training needs in your organization?
Individual interviews
0
Performance appraisal & opinion surveys 10
Both
2

[24]

Interpretation: Data reveals that most of time they prefer individual interviews and opinion
surveys beside performance appraisal as methods to identify the training needs in the
organization. It is not only a good method of identifying the training needs and a scope to get
correct information but it also gives opportunity of employee participation.
8. How many training days per employee provided in a year?
Interpretation: There is no fixed duration of training program for the employees. Actually
they make the program according to the need of each employee and it also depends on the type
of training the time needed to adopt that skill or lesson.
9. What is the method of training adopted in your organization?
Classroom lectures
0
Audio visual based training & on job training
All of above
11

Interpretation: It is well known that the method of training adopted by the organization plays
an important role on learning. The HR department of Robi uses indeed on job training along
with classroom lectures and audio visual based training. Classroom lectures has several
advantages. Its a quick and simple way to provide knowledge to large groups of trainees.
Audiovisual based training techniques like films, power points, video conferencing, audiotapes
and videotapes can be very effective and now is being widely used. Audiovisuals are more
expensive than conventional lectures but offer some advantages like they usually tend to be
more interesting.
10. Besides developing job required skills, does the training includes personal attitude
development training like:
a. Grievance handling 9
b. Conflict avoiding
0
c. Adjusting organizational culture
0
d. All of above 2
e. Both a & c
1

[25]

Interpretation: An organization will move toward its goals if it got efficient employees who
are also very much willing to give service of their level best. They must be highly satisfied with
their job and they might be loyal. For this purpose training must include some lessons which
will develop ones attitude, such as training on discipline and grievance, conflict avoiding or
ways to adjust with organizations culture etc. According to given data Robi includes such
training. That is a good sign for the company because it shows that the HR department is
conscious about making satisfied employees to gain competitive advantage.
11. What is the percentage of trainers esteemed in your organization?
a. 20% internal, 30% external, 20%training Institute, 30% consultant
b. 20% internal, 20% external, 30%training Institute, 40% consultant

10
2

Interpretation: From the above data it is can be seen that the company takes both internal
and external trainers. They bring consultants and trainers from training institute which help
them to be updated with outside environment and get new ideas and styles on training
procedure.
12. What are the important parameters considered for selection of trainers?
Interpretation: From the above data it is assumed that the most important parameter for
selection of trainers is to be highly experienced on relevant matter and a solid hand on
expertise. Another two points have also been mentioned, those are high educational
qualification and good communication capability. Most of the employees are agreed on expert
knowledge and practical experience in the relevant field. Thus the parameters are:
Educational Qualification
Practical Experience
Expert Knowledge
Communication Capability
13. Is there a continuous evaluation of training provided?
Yes, every 3 months
12
No
0
[26]

Interpretation: From the above data it is assumed that Robi does the evaluation on the training
they provided in every 3 months.
14. How does your organization evaluate training process in terms of :
Trainer:
Interpretation: The trainer is the key person who will be mostly liable for the outcome of
the training. Robi emphasizes on hiring the best trainers on the relevant field. A skilled and
experienced trainer gives importance on skill development through training. How effective
the training is for the organization it depends on the trainers experience in related field and it
is evaluated through the effectiveness of the employees after the training program.
Quality:
Interpretation: The quality of training is a vital part in training without which training has
no value. Without ensuring the quality, training is invalid. Quality is an inevitable element
towards reaching a successful outcome of training. As the training is required to improve the
employees skill, Robi tries to develop employee standard in the relevant field to be highly
competitive to its competitors. Best quality requires effective training. That is why it is
significant.
15. Does your company have any system of observing or monitoring whether the
trainees are implementing the given knowledge of the training on their job or not?
Yes
12
No
0

Interpretation: Observation or monitoring is a part and parcel of training process. It gives

information about whether the trainees are implementing the given knowledge of the training
on their job or not. On the other hand it also shows how effective the training was or the
errors in training procedure. In Robi the responsibility of monitoring is on departmental head
[27]

and trainer team jointly through their line supervisors progression report. HR department is
monitoring and evaluating the yearly appraisal by consulting the related departmental heads.
That means the company emphasizes on monitoring and thus they will be able to bring
correction in their training process.
16. Does your organization conduct performance analysis to know the deficiencies of
training and try to correct them?
Interpretation: Every employees answer was positive in this question. They said that it is
usually performed by the organization consulting with outside consultants and through HR
audit.
17. Do you think training helps to increase the motivation level of employees and
enable them to be more productive?
Interpretation: Training is futile if the trainee lacks the ability or motivation to get benefited
from it. In terms of ability, the trainee needs the required educational level, intelligence and
knowledge base. Effective employee selection is obviously useful here. From survey data I
found their opinion on this. They said, of course training is very important to increase ones
motivation level and enable to be more productive because training develops knowledge,
skills, thus makes people smarter and confident. Training helps employees to perform better
and add value to them, make them able to work more efficiently. In this way motivation level
rises and productivity increases. It serves as a tool for success.
18. What does your organization do to make the training meaningful?
a. Use familiar examples
0
b. Provide a birds eye view
0
c. Organize the information to present it logically and in meaningful units
d. Or any other
0

12

Interpretation: The HR department can take several steps to increase the trainees
motivation to learn. Providing opportunities for active practice and letting the trainee make
errors and explore alternate solutions improves motivation and learning. Feedback including
periodic performance assessments and more frequent virtual critiques is also important. The
department should also make the matter meaningful. For example, provide an overview of the
material and ensure that the program uses familiar examples and concepts to illustrate key
points. From the gathered data I have got that Robis HR department organize the information
to present it logically and in meaningful units. Its a good step, it helps trainee to easily
[28]

understand the material and adopt soon. But there are more terms which will be of more help
for them.
19. What do they do to motivate the trainees?
a. Provide adequate realistic practice 12
b. Let the learners pace themselves 0
c. Or
0

Interpretation: The Company should also try to make the skill transfer easy to motivate the
learners. According to the data revealed the company provides adequate realistic practices for
the trainees. It is a useful tool to motivate learners because it will increase their decision
making skill, it will be a practice of working under pressure and encourage them to be really
confident.
20. Do you have any other comments about the Training and Development process?
Interpretation: In this question I found lot of opinions from employees some of which are
stated below:
Training and development forms the basis of creating a successful career.
Training and development is very important for any organization because it improves
ones efficiency and only an efficient employee is able to achieve the organizational
goal.
6.2 Recommendation
To improve the present Training and Development Process of Robi Axiata Ltd. the following
recommendations have been suggested:
1. In training need identification the department should monitor employees work status
as it will be insufficient depending only on certification status. It is also should be
according to Job Analysis report.
2. Trainers need to be updated frequently.
3. On job training is not just for non-managers. In technical fields any mistake can be
proved dangerous.

[29]

4. Some behavior or attitude development training should be included like stress

management; motivate them to feel organizational mission and vision by heart and to
be eager to work maintaining unity.
5. Survey said that they do not have continuous evaluation of training but it was
mentioned in the training manual. That means the planned Training and evaluation
system is not properly implemented.
6. To make the training meaningful the company should use familiar examples, terms
and concepts and provide a birds eye view.
7. To motivate the trainees the learners should be given chance to pace themselves and
have quick response and training classes should not be of long hours at a stress.
6.3 Conclusion
Nowadays business does not mean just selling and purchasing the products or services. This
is very important to conduct the business in an organized and effective manner. A successful
business needs strong, efficient, skilled and talented and a loyal workforce, who are also to be
satisfied with their job. They are to do their job in the ways the organization wants to achieve
its goal. This is why, the concept of Training and Development originated. In present era all
big and small business organizations give emphasize on having a trained and developed
workforce so that they can compete strongly in both inside and outside the national boundary.
As we all know in the business world things move on the will of impression. Robi Axiata Ltd.
is one of the largest telecommunication sectors in Bangladesh and it is the duty of this
company to continue the business holding that image. Behind this successful journey of Robi
Axiata Ltd. their training and development system has large contribution. Robi Axiata Ltd.
definitely has a good training and development system and to maintain this scenario in a
more efficient and prospective manner the company can surely accept this project in a cordial
way.

[30]

References
[1] An Axiata Company (2015). Retrieved September 12, 2015, from http://www.robi.com.bd.
[2] Beckhard, R. (1969). Organization development: Strategies and models (p.9). MA: Addison[3] Bennis, W. G. (1969). Organization Development: Its Nature, Origins and Prospects (p. 2).
MA: Addison-Wesley Publishing Company.
[4] Comptel Corporation (2011). Robi Axiata Selects Comptel Social Links to Automate
Customer Engagement and Optimize Business Performance. Retrieved September 11, 2015,
from http://www.comptel.com/company/read_news?itemid=631.
[5] Cummings, T. G., & Worley, C. G. (2005). Theory of Organization Development and Change
(8th ed.). New Delhi: Cengage learning india private limited.
[6] Docstoc (2011). An assignment on ROBI-the marketing strategy of ROBI Axiata mobile
company. Retrieved September 6, 2015 from http://www.docstoc.com/docs/148945054/Anassignment-on-ROBI-the-marketing-strategy-of-ROBI-Axiata-mobile-company.
[7] French, W. L., & Bell, C. H. (2002). Organization Development. Pearson Education,
(Singapore) Pte. Ltd.
[8] French, W.L., & Bell, C. H. (1972), Organization Development, Behavioral Science
Interventions for Organization Improvement (2nd ed.). New Jersey: Prentice-Hall, Inc.,
Englewood Cliffs.
[9] Loftin, R. D., & Moosbruker, J. M. (1982). Organization Development Methods in the
Management of the Information Systems Function. MIS Quarterly, 6(3), 15-28.
[10] Margulies, N., & Raia, A. P. (1971). Organizational Development: Values, Process and
Technology. New York: McGraw-Hill.
[11] Newstrom, J. W., & Davis, K. (2002) Organizational Behavior: human behavior at work
(11th ed.). New York: McGraw-Hill/Irwin.
[12] Porras, J. I., & Robertson, P. J. (1992). Organizational development: Theory, practice, and
research. In M. D. Dunnette, & L. M. Hough (Eds.), Handbook of industrial and
organizational psychology (Vol. 3, p. 719-822, 2nd ed.). Palo Alto, CA, US: Consulting
Psychologists Press.
[13] Web20Journal (2013), Retrieved September 13, 2015, from http://web2.syscon.com/node/2497200

[32]

[14] Wikipedia (2015a). Retrieved September 2, 2015, from

http://en.wikipedia.org/wiki/History_of_ telecommunication
[15] Wikipedia (2015b). Retrieved September 4, 2015, from
http://en.wikipedia.org/wiki/Telecommunications_in_Bangladesh
[16] Wikipedia (2015c). Retrieved September 8, 2015, from http://en.wikipedia.org/wiki/Robi.

[33]

Appendix
Survey on Training & Development Questionnaire
Dear Respondent,
Greetings! I need your kind cooperation for this survey and it is meant for academic research
only and henceforth your response will remain confidential.
Name: ______________________________________________________________________
Designation: _________________________________________________________________
Department: _________________________________________________________________
E-mail ID: __________________________________________________________________
Contact No: _________________________________________________________________
1. For how long have you been working for this Company?
a. 1-5
b.
5-10
c.
More than 15 years
2. Do you have any policy that states the organizations philosophy on employee
training and development?
a. Yes
b.
No
If yes, please specify

3. Does your HR Department conduct JOB ANALYSIS to identify the job needed
skills?
a. Yes
b.
No
4. Which groups undergoes most of the training?
a. New comers
b.
Everyone is given equal importance
5. Do you have any process for assessing the organizations (immediate and future)
training needs and individual development needs?
a. Yes, by HR Department
b.
Yes, by outside consultants
c. Both
If yes how is this assessment carried out?
How often is the assessment updated?
Who participate in the assessment?
6. Are there any methods to identify training needs in your organization?
[34]

a. Yes

b.

No

7. What are the methods to identify the training needs in your organization?
a. Individual interviews
b. Performance appraisal & opinion surveys
c. Both
If any other, please specify

8. How many training days per employee provided in a year?

9. What is the method of training adopted in your organization?
a. Classroom lectures b.
Audio visual based training & on job training
c. All of above
10. Besides developing job required skills, does the training includes personal attitude
development training like:
a.
Grievance handling
b.
Conflict avoiding
c.
Adjusting organizational culture
d.
All of above
e.
Both a & c
11. What is the percentage of trainers esteemed in your organization?
a. Internal
b. External
c. training Institute
d. consultant

12. What are the important parameters considered for selection of trainers?

13. Is there a continuous evaluation of training provided?

a. Yes
b.
No

14. How does your organization evaluate training process in terms of :

[35]

Trainer

Quality

15. Does your company have any system of observing or monitoring whether the
trainees are implementing the given knowledge of the training on their job or not?

16. Does your organization conduct performance analysis to know the deficiencies of
training and try to correct them?

17. Do you think training helps to increase the motivation level of employees and
enable them to be more productive?

18. What does your organization do to make the training meaningful?

e. Use familiar examples
f. Provide a birds eye view
g. Organize the information to present it logically and in meaningful units
h. Or any other

19. What do they do to motivate the trainees?

d. Provide adequate realistic practice
e. Let the learners pace themselves
f. Or

20. Do you have any other comments about the Training and Development process?

[36]

Thank you for your co-operation.

[37]