Training And Development

Training And Development




  • Training And Development

  • Executive Summary
    Training is the significant part of the modern organization and has become the vital part of the working process within the organizations. With the changes in the technology and their advancement, the organization of the training programs has become vital part for every enterprise in the airline industry, in order to remain competitive and increase the performance of the employees within the organization.

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  • The main motive for conducting this research is to provide broad range of research of the literature and their reviews related to training and development and assisting the employees in providing customers satisfaction. Through this research, an extensive investigation of the effectiveness of the training and development programs in increasing the customer’s satisfaction is done in order to retain the customers for long term. Along with the discussion related to the theoretical framework related to the training and development programs and customer satisfactions, research also focussed over the benefits of the training and development program in increasing the profitability and performance of the organization in the airline industry.

  • For the effective evaluation of the research the aims and objectives have been developed in an efficient manner, and for achieving these objectives, the research methodology has been adopted using the paradigm and research approaches. Under this research qualitative design methodology along with the interpretative research methodology has been adopted. So under this research for the purpose of data collection secondary data collection methodology has been used. The literature review method has been used to collect the secondary data and bring down insights into the theoretical framework of the topic under study.

  • Background

  • Training can be said to be as the systematic process of developing skills, knowledge and attitude that is required by the employees of the organization to perform their job and tasks in an appropriate manner. The training related to customer services helps the employees in building confidence and develops skills to effectively interact with customers (Bassi and Russ-Eft 1997).

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  • It also aids in developing the inner motivation within the employees and deliver great customer value. Customers services associated training helps the employees of the airline in improving their skills and qualities which aids them to increase customer’s satisfaction. Development of good relationship with customer groups plays a vital role in improvement in customer’s services and this is also vital looking at the increased competition in the airline industry in Malaysia. This is also vital looking at the need of the customer’s retention in the today’s airliner industry. So this shows the need for the adequate training and development of the customers services personnel’s and developing their knowledge and skills in order to satisfy customers and create a loyalty among them and keep them with the company for longer duration. With the training and development of employees the employee turnover also gets reduced which is also high in the airline industry and this also helps in increasing the customers satisfaction (Bray 2009).

  • Malaysian airline is the government owned airline of Malaysia. The company operates from Kuala Lumpur international airport. The company is also into aircraft handling, maintenance, overhaul and repairs. The company has two airlines as their subsidiaries i.e. Firefly and MASwings. The company has come a long way and has seen several crisis in its entire tenure of operations. Looking at the company services the company also requires training and development of its employees in order to increase its customer base by providing excellent services and increasing customer’s satisfactions (Donald 2009).

  • Development of employees and their skills helps the organization in developing several qualities in employees which aids the organization in increasing the customer satisfaction. Customer satisfaction is the vital factor for increasing the customer base in the airline industry. Customer service training helps organizations in improving the customer service provided by it and helps to remain competitive in this competitive business environment, which is vital to survive in the competitive airline industry of Malaysia.

  • Customer’s retention is the key to success in the airline industry looking at the competitive business environment of the airline industry. The impact of training also has an impact on the lower employee turnover which is also linked to the higher customers satisfaction and driving the organization towards profitability. For the effective implementation of the customer’s relationship and management, organizations are suggested to organize several training programs for enhancing and enriching the skills of the employees (Hale 2006).

  • Using training programs the employees are trained about using the extensive technology and tools which are useful in bringing innovation in the business activities which lead the organization towards success. Therefore, for making these changes in the organizational activity, training is the foremost necessity of the business activity of the organization, because with training the development of employees will take place (Easterby-Smith 2006).

  • The current competitive position in the airline industry has increased the need for conducting training programs in the Malaysian airline, for remaining competitive in the airline industry. The research will help in understanding the different aspects of training programs and the role played by these training programs in increasing the organizational performance and customer’s satisfactions. Finally it will also help in understanding the effectiveness of the training programs in increasing the performance of the employees in Airline industry. The research aims at examining the role of training programs in the airline industry of Malaysia.

  • Research question

  • Is training programs are related to increasing employees performance and increasing customers value?

  • Aims and Objectives of Research

  • The main aim of the study is to analyze the effectiveness and significance of training programs in the Airline industry for the employees. The research also aims in analyzing the effectiveness of training in increasing the customers and their satisfaction in Malaysian airlines. The analysis also provides assistance in analyzing the challenges faced in providing training to staff by the organization and also impact of training in retaining customers for long term development and growth. The research also aims in analyzing how effective the trainings are in increasing the efficiency of the employees and staff of the organization.  For the achievement of these aims it is vital to develop sound objectives, so that it can provide aid in achieving these aims of the research.

  • Objectives of the research includes,

  • Analyzing the role of training programs in staff development

  • Analyzing the influence of training and development programs in increasing customers and their satisfaction.

  • Providing appropriate recommendation to Malaysian Airline about the most effective measures to be used in training programs.

  • To analyze and find what academic literatures can have with respect to relationship in between the employees training and development programs with increasing the number of customer’s their retention and satisfaction.

  • Evaluating the factors that have an influence on the relationship in between the training and customer satisfaction.

  • Identification of issues that has not been resolved in this stream of research and requires more research.

  • Research Methodology

  • The main aim behind this section is to represent the framework that will state the relationship in between the research questions and research objectives. It is the vital part of the research, and aids the researcher by guiding about the approach for the data collection and their analysis and reaching at the outcomes. With respect to the research under study this section is vital for gathering and the examining the data that will be collected by the extensive review of the literatures (Axinn and Pearce 2006).

  • Research methodology is the factor which is used to resolve a particular issue under the research by the use of analysis, design and testing. Research methodology is the crucial part of any research as it provides a framework to the researcher for collecting data and analyzing it for reaching at a result or conclusion. Several factors like the constraints like finance, nature of research, timings, and the availability of data affects the choice of the research methodology. There are several research approaches that can be used under the research but primarily the secondary research methodology has been adopted. With the aid of several research paradigms several issues of the research study will b discussed. Several research approaches for the collection of secondary data can be used (Belk 2006).

  • Research Paradigm

  • Research paradigm aids in outlining the work using some particular model. Using the research paradigm the, original image of the problem can be shown by the researcher which is associated with the research. Research paradigm can be said to be as the set of beliefs that are used to influence the direction of the research (Bergh and Ketchen 2009).

  • There are several types of research paradigm like positive, critical theory, interpretative. Under the positive research paradigm, the main aim of the research is to lean on the true problems faced by the employees and the issues and problems that have been used for the purpose of research. This paradigm is used to find the outcome of the research by measuring the true facts and figures under the study. Interpretative paradigm believes that different individual’s thinks in different manner and their perceptions are different from one another (Bergh and Ketchen 2009). This paradigm suggests that there are several facts and findings that can be applied in different manner, circumstances and context, for finding the solution to the problem and the developing appropriate outcomes for the research question. This research paradigm is utilized under the research for finding the facts and solving the research question (Brown 2008).

  • The realism paradigm the main focus is on the factors that are highly connected with the real world conditions. There are two types of realism paradigm i.e. critical and direct realism research paradigm. Critical realism paradigm is related with the interpretative paradigm while the direct research paradigm is associated with the positive research paradigm (Burke 2007). The interpretative research paradigm has been used in this research as this paradigm helps in collecting data and doing in-depth analysis of the issue under study and link the issue with the real world condition (Bryman and Bell 2007).

  • Research Types

  •             The use of research approaches and its types provides creditability to the research under study. The extensive use of the exploratory methods has been used in this research, and this is of two types i.e. inductive and deductive. The use of exploratory research has been done in order to gather relevant information that provides the facts about the effectiveness of training and development in increasing customer satisfaction and providing value. This includes the answers to the question like what, who, when, where and how the research will be conducted and has been undertaken within the specified allocated time period (Burney 2008).

  • Deductive Approach:

  • In this approach the data collection moves from general to specific situation. This is also said to be as the top down approach. In this approach the hypothesis is being developed firstly, and then this hypothesis is tested by the use of theories. This is highly used in the experimental researches. Under the current research this methods is not used as there is no need to develop hypothesis (Cooper and Schindler 2006).

  • Inductive Research Approach:

  • This is the approach which provides flexibility to the researcher and this is not based on the predetermined theory under the research. This approach also leaves scope for the researcher to make adjustment with the progress of the work, with the flexible structure. There are several theories and strategies that are available to the training and development of the employees and there are also different perceptions of the people that are working in the organizations for meeting the requirement of the organization in the internal and external environment. Inductive approach concentrates on the predetermined ideas as compared to the deductive approach and is more flexibility comparatively (Craig 2009).

  • Research Process and Design

  • Research process can be said to be as the framework that’s main objective is to provide researcher the systematic way in which the research can effectively conducted. Several literatures have been used under the research process; as the data that has been collected is used for finding the solutions to the research questions (Creswell 2003). The research process includes the exploratory research, which is helpful in investigating the topic of research in theoretical manner. For the purpose of defining the research problems the exploratory research has been used and it is proved to be helpful. This also defines the method for data collection and it relies on the secondary data collection methodology. Exploratory research includes the review of literatures. Under this section the secondary data collection methodology will be used for collection of data (Crowther and Lancaster2009).

  • The literature review will be done and extensive literature will be reviewed for gathering relevant data related to the topic of study (Bergh and Ketchen 2009). The main aim of using this method is to prove the problem of the research that training is vital for the organizations for increasing the productivity of employees and increasing customer’s satisfaction and also building the confidence of customers towards the services provided by the company and making more and more customers loyal towards the organization (Engel and Schutt 2005).

  • Qualitative and Quantitative Research Design

  • There are two forms of research qualitative and quantitative. The subjective form of research is conducted using the qualitative research design, while in quantitative research design data is collected from several sources in form of words, pictures and objects. The qualitative research design has been used in the research for gathering data for the purpose of properly conducting the research and the analysis.

  • Method of Data Collection

  • Data collection method is the process in which appropriate data collection methodology is used fro collecting data related to the research under study. There are two data collection methods i.e. primary and secondary. Secondary data collection method has been used in their research in order to collect the data. The literature review method has been used as a secondary data collection method. Both the published and the unpublished data have been used in this method. Several articles, books and journals have been used in the research, and specific references have been given following the ethical code of conduct and followed as per the university guidelines. Secondary data collection method has been used as this helps in collecting large amount of data which assists in further conducting the research. The data collected also assists in deriving and concluding the results of the research (Ethridge 2004).

  • Literatures Review

  • This is the most vital part of the overall research. This helps in understanding the thoughts and views of previous researchers on the topic under consideration that will further assist in conducting the research. Under, this literature review below several articles and books, and journals have been reviewed related to the effectiveness of training within the organization leading to the growth of customers of the organization.  Using this section the overall understanding of the topic related to the training and development of employees has been

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