Training & Development in MTNL

EXECUTIVE SUMMARY
The study is the TRAINING AND DEVELOPMENT IN MTNL.. It was
done as a part of summer training project work and was done to find out how the
efforts in Training and development undertaken by the Mahanagar Telephone Nigam
Limited are (MTNL) affecting effectively and efficiency of employees and hence
revenues.
The research project entitled Review on HR of Training and Development
is an attempt to understand the opinion and attitudes of employees of the various
categories at the Mahanagar Telephone Nigam Ltd towards the maintenance of
effectiveness of Training services provided by the Company.
Training and development is an important function of the HR department of
any organization. The training and development activities need to be critically
analyzed since they have an important role to play in employee productivity. This
research study attempts to do a critical analysis of one of the leading IT organization
in the country which has more than seventy thousand employees working all over the
country. The report highlights the current HR policies and training activities of the
organization. The current training programs have been studied at two different levels,
managerial and non managerial and evaluation of these training programs has been
done on different parameters. Further recommendations have been made based on the
findings of the study. Need for the customized training programs, employees do not
have time for training, managers are not acting as leaders were some of the major
findings of the study.
It also aims to know and study obstacles in the proper utilization and increase
the effectiveness of Training programs and try to suggest remedial measures wherever
possible.

Training & Development in MTNL

INTRODUCTION
Every organization needs to have experienced and well-trained employees to
perform the activities. Rapid changes in the environment have not only made the jobs
more complex but have also created increased pressures for the organizations to readopt the products and services offered to compete in this fast changing world.
Therefore, in a rapidly changing society training is an activity, which is must for
maintaining a viable and knowledgeable work force.
Success of any training program largely depends upon proper identification of
training needs. Training needs are felt by the managers when they discover/perceive
deviation between standard performance and actual performance of its employees. It
is not that only workers need training. Simultaneously supervisors, managers and
executives need to be trained and developed to grow and acquire maturity of thought
and action. Many organizations invest considerable resources in training and
development but never really examine how and where this can most effectively
promote organizational objectives and individual growth. The failure to analyze
training needs within the organization will lead to lesser of benefits and huge
investment in the training program of the institute. Hence it would be pertinent to
analyze training needs first and then impart training accordingly.
Mahanagar Telephone Nigam Limited is one of Indias leading telecom
service provider and the only Public Sector Telecom operator in Delhi and Mumbai
circles. MTNL offers the most comprehensive bouquet of telecom services and is
market leader in basic telephony service. From time to time the company comes out
with various human resource management strategies- strategic as well as tactical- to
increase its employee morale and motivation. This in retrospect helps MTNL increase
its market share, increase its revenue, improve its brand image and gain competitive
edge over its competitor. But the company also needs to know if its effort are effective
or not and earning it the desired revenue. This project is therefore an effort in the
direction to find out the effectiveness of M.T.N.L.s training and development
sessions. The resultant survey, as a part of this project work, threw up many results

Training & Development in MTNL

that were previously unknown to the company. Based on this survey certain
recommendations are also suggested for follow-up action.
For organizations like Mahanagar Telephone Nigam Limited, with a huge staff
base that is also quite diverse in their work-nature and skills, it is very important to
know if its employees are aptly engaged or not because a satisfied work-force is one
of the pre-requisite for improving output and efficiency.
The most important aspect of this survey is that such a kind of survey had
never been done at

Mahanagar Telephone Nigam Limited anytime before, so its

result will be an insight into the mind of the employee and a way to know their
aspirations and expectations, thereby, benefiting the employer in improving the workculture.
For organizations like Mahanagar Telephone Nigam Limited (M.T.N.L.), to
know how much its human resource management effort is paying and what
improvements could be made into it, it is very important to meet the aspirations of its
customer and to maintain an edge of the competitors in the segment. The most
important aspect of this survey is that such a kind of survey will give an insight into
the various components of the human resource management and practices and a way
to know their aspirations and expectations, thereby, benefiting the organizations in
improving the revenue from its present level. This project focuses on identifying the
training and development adopted by MTNL to generate revenue for itself and also
provides recommendations on how to achieve a successful human resource
management strategy to improve revenue.

Training & Development in MTNL

COMPANY PROFILE

Brief History of MTNL

On 28th February MAHANAGAR TELEPHONE NIGAM LTD.

was

incorporated as a Public Limited Company under the Companies Act, 1956.

The company has been set up to take over the management, control and
operation of Delhi Telephone District (Excluding public telegraph service)

and

Mumbai Telephone District of the Department of Telecommunications and to

plan,

establish,

telecommunication

develop,

provide,

services

operate

including

and

Telephone,

maintain
telex,

all

types

wireless,

of
data

communication, telematic and other like forms of communication.

MTNL was set up on 1st April, 1986 by the Government of India to upgrade the
quality of telecom services, expand the telecom network, and introduce new services
and to raise revenue for telecom development needs of India's key metros. Delhi, the
political capital and Mumbai, the business capital of India. In the past 23 years, the
company has taken rapid strides to emerge as India's leading and one of Asia's largest
telecom operating companies. Besides having a strong financial base, MTNL has
achieved a customer base of 8.06 million as on 31st March 2009.
Develeopment in the year 2000

Mahanagar

Telephone

Nigam

Ltd

(MTNL)

tied

up

with

MasterCard

International to pioneer the acceptance of credit cards for payment of

telephone bills.

The Company will do the soft launch of its GSM-based monbile services
in Delhi and Mumbai. The Company is likely to be listed on New York
Stock Exchange next month with the public sector telecom giant getting
clearance from the bourse.

The Company has proposed increase in the pulse rate of local call for the
internet usage to five minutes from three minutes to make internet usage
4

Training & Development in MTNL

affordable. The Company will launch its cellular service in Mumbai from
August 15.

The Company has awarded the Rs 32 crore contract for Fixed Wireless
Terminals for its CDMA network in Delhi. The Company and American
Express travel related services entered into alliance for india`s first
co-branded telecom credit card MTNL American Express credit card. The
company will mull a tie-up with portals rediff.com and satyamonline.com
at a meeting. The Company has setting up both basic and cellular services
in Nepal.

Telecom services in the national capital of Mumbai were partially affected

due to one day token strike by non-executive employees of the company
demanding revision of pay scales, perks and allowances. The Employees
of the Company in New Delhi went on a one-day strike on 4th June
demanding revision of pay scales and perks. The staff threatened to go
on an indefinite strike from July 11.

The Proposed strike of the Company staff unions has been deferred to
21st July. The state owned Mahanagar Telephone Nigam Ltd. will set up a
submarine cable landing station.

The company has to explore possibility of entering a joint venture with

another state owned company Videsh Sanchar Nigam for just opened Long
Distance telephony.

Narendra Sharma has been appointed as the new chairman and managing
director of the company. The company has opened two additional customer
service centres at Chembur in Mumbai. The Company will expand its `
common man` mobile telephone network by 50,000 new lines in the current
financial year.

Mahanagar

Telephone

Nigam

Limited

to

launch

its

cellular

phone

service in Mumbai in January next with a subscriber capacity of 1,00,000

lines. Mahanagar Telephone Nigam Ltd. has transferred its Internet Service
5

Training & Development in MTNL

Provider Category-A licence as well as Internet business to its subsidiary,

Millennium Telecom.

Develeopment in the year 2001

MTNL is to develop a dedicated division to spearhead its cellular operations

in Delhi and Mumbai.

Mahanagar Telephone Nigam Limited (MTNL) will introduce a cash card

for its cellular subscribers within two months of starting its cellular
Operations on Jan. 31. The Company Chairman Narinder Sharma has bagged
the international `Millienium Man of the Year` award, instiutted by the
international award committee of Wisitex Foundation.

Dolphin, the much-awaited cellular service of MTNL, was launched in Delhi

on 6th Feb. The Company proposes to provide additional net switching
capacity of 3.30 lakh lines and to deploy 50,000 lines of CDMA-based
WLL technology during the year 2001-02.

The Company and Videsh Sanchar Nigam Limited have both signed
memoranda of understanding with the Department of Telecommunications
outlining their performance agenda for the coming financial year. The
Company has tied up with Billjunction.com to provide online bill presenting
and payment facility to its customers. The Company will have a roaming
facility in its cellular service, Dolphin, by the end of this month.

The Company has tied up with WorldTel to offer basic telecom services in
Bangaladesh as part of the corporation`s proposed move to diversify into
overseas operations.

Mahanagar Telephone Nigam Limited (MTNL) has roped in ICRA to chart

out a strategy to leverage the human resources of the telecom company.

Training & Development in MTNL

The Delhi High Court has upheld the appointment of Narinder Sharma as
chairman-cum-managing director of MTNL, saying there was no merit in
a writ petition challenging it.

Develeopment in the year 2002

It has launch of Wireless in Local Loop (WLL) service in Mumbai.

Launches its pre-paid cellular card `Trump` with tariffs 50 per cent lower
than that of the private players in Delhi and Mumbai.

Govt. permits MTNL, BSNL to compete in basic services. Sets up a new

software venture called ComSoft for developing communications software, as
a part of its strategy to offer value-added communications software in
e-commerce, e-governance and intelligent networking .

IDBI Bank signs MoU with MTNL for bill payment . Announces unlimited
cell calls for Rs 1900.

MTNL stock price records nine-year-low of Rs 95. Announces new

codes

for MTNL consumers in Delhi. MTNL stops sales of its pre-paid

card Trump.

Develeopment in the year 2003

Misses

WLL-M

expansion

deadline

in

Delhi.

Partners

with

RailTel

Corporation of India Ltd. to offer telecom bandwidth vide optical fibre

cable (OFC) along its track network Announces free incoming calls
Formulates VRS for employees.

Department

of

Telecommunications

(DoT)

signs

Memorandum

of

Understanding (MoUs) for 2003-04 with Mahanagar Telephone Nigam Ltd

(MTNL) . Slashes number of free calls.
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Training & Development in MTNL

Forms Joint Venture with VSNL and Telecommunications Consultants

India Ltd (TCIL) to provide Basic & WLL telephone services in Nepal .

Develeopment in the year 2004

MTNL launches new schemes for ISDN subscribers MTNL unveils

SMS facilities on its landlines for its customers. MTNL bags license to
offer telecom services in Mauritius, Kenya.

MTNL and BSNL have entered into a strategic alliance, under which
the two public-sector telecom companies will jointly offer their voice and
data services. MTNL Ltd. has informed that Sh. A. K. Girotra, and Sh. R.L.
Dubey, Executive Director, Delhi and Mumbai respectively have been
appointed as ex-officio directors on the Board of MTNL w.e.f. December
19, 2003.

Mahanagar

Telephone

Nigam

Ltd

(MTNL)

on

January

09,

2004,

announced a special tariff plan for basic service users with Rs 160 monthly
rental aiming at low end users. Under this special plan, there would be no
free calls as available unde other tariff packages.

ITI queries on MTNL deal with Huawei.

MTNL bags award for excellence in cost reduction MTNL awards GSM
line contract for Motorola. Mahanagar Telephone Nigam has launched
new leased line services, with both `full` and `compressed` bandwidth
circuits, for port speeds ranging from 64 kpbs to two mbps MTNL join
hands with BSNL to target corporate clients Centre for Excellence in Telecom
Technology and Management (CETTM) has been established by MTNL with

Training & Development in MTNL

state of the art facilities to impart training in Telecom Technology and

Management Studies.
CETTM will enable professional to acquire knowledge and skills to perform
effectively in the rapidly advancing telecom and information technology sector.

Training & Development in MTNL

CORPORATE OBJECTIVES

To expand customer base and services.

To provide latest technology and services to the customers, at affordable

prices.

To achieve the highest level of customer satisfaction and delight.

To diversify in other areas for providing telecom services at national and

international levels.

To provide convergence of Telecom, Information Technology and related

services.

To improve productivity by training and redeployment of man-power.

To work for social benefits.

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Training & Development in MTNL

SERVICES
PSTN
Plain Old Telephone Service through digitalized Public Switched Telephone
Network with variety of Phone Plus

Services such as call waiting, call

forwarding, time alarm, abbreviated dialing, dynamic STD/ISD locking,

answering machine, DID facility of EPBAXs etc.

I-NET
Date Service through X.25 based Packet Switched Public Data Network called INet. The network supports CCITT protocols, X.3, X.25, X.28, X.29, X.32, X.75
and Frame Relay Service with vast range of facilities.

ISP
In addition to services earlier being provided in Mumbai and Delhi, we have
introduced CLI based internet services in 2002. We have also started ISP
service from 25th Feb, 2002 in Himanchal Pradesh in association with
HPSEDC.

ISDN

Integrated Services Digital Network (ISDN) to meet the requirements of

customers for voice data and video on single line, both in Basic Rate Access
(64 kbps) and Primary Rate Access (2 Mbps.)

IN

Intelligent Network Services (IN-Services) e.g., Free Phone, Premium Rate

Service, Virtual Calling Card / Accounts
Calling Card, Tele Voting, Virtual Private Network, Universal Access Network.

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Training & Development in MTNL

WLL (GARUDA)

Wireless in Local Loop (WLL): Services offered are both in fixed mode as well
as portable mode (mobile). Recently the network has been upgraded to CDMA
1X2000 technology providing higher bandwidth (144 kbps) data services along
with voice. The upgraded service is launched under Garuda 1x banner.

CELLULAR MOBILE SERVICE (DOLPHIN)

GSM based cellular mobile service with advanced features and value added
services like Auto-roaming, Pre-Paid, Voice Mail Service (VMS), Short Message
Service (SMS), Multi Party Conference, Closed User Group (CUG) etc.

LEASED LINE

For voice and date with local, national and international connectivity on point-topoint basis, MTNL pioneered and

became market leader in introducing

MLLN Network
Providing highest QoS to its esteemed subscribers.

BROADBAND

MTNL has launched broadband services under Brand name TriBand. The service
is provided on the existing copper infrastructure, initially Broadband Internet
Service, other services such as VPN, multicasting, video conferencing,
video -on-demand and broadcast application shall also be added in

future.

Broadband service is provided through the deployment of ADSL 2+ technology,

a type of digital subscriber line (DSL). All Payments / Billing for the service
will be included in the regular MTNL Telephone Bill.

Wi-Fi SERVICES

MTNLs Wi-Fine. Provides high-speed Wi-Fi wireless Internet access through

hotspots located at prominent public locations.
of Internet browsing on move.

12

The service meets the need

Training & Development in MTNL

VIRTUAL PHONE

Virtual Phone Card, a unique and innovative service provides the facility to
receive messages and faxes, and also make calls from any phone, without
physically owning a phone or fax machine.

PHONE MAIL SERVICE

Another innovation from MTNL enables subscribers to send and receive E-mail
using normal telephone lines and instruments, without a PC.
In the new millennium MTNL makes sure that it gets connected to
communicate with a rapidly shrinking world

and that every resident of

Delhi and Mumbai is provided access to the latest in telecom services.

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Training & Development in MTNL

CUSTOMER CARE
The SANCHAR HAAT has been opened on the concept to provide a total
telecom solution and an instant connectivity to basic telephone services, value added
and new services, turning all this into a shopping experience.

One of the unique features of SANCHAR HAATis to provide liberty to the

customers to select a telephone instrument and a telephone number of their choice.
The Phone Book99 is also provided in advance. MTL will try to provide the
telephone connection within a weeks time. In case of any delay in the
provisioning of the telephone connection please contact the SANCHAR HAAT freephone telephone numbers only. Registration of other services can also be made in
the SANCHAR HAAT.
Network of Customer Service Centers- for single window solution.
SANCHAR HAATs (Telemarts) for instant connectivity and shopping
experience.
Customer Service Management System (CSMS) for
# Subscriber billing account maintenance
# Instantaneous updating of bill payments
# Online registration of telephone connection
# Directory Data enquiry and updating
# Fault Repair Service
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Training & Development in MTNL

Interactive Voice Response System (IVRS) for

# Complaint booking
# Changed number announcement
# Local Telephone Assistance
# Telephone Bill Enquiry Service
Online Directory Enquiry Service
ISDN and Internet Cafs
Telephone Bill Payment Schemes- Besides cash / cheque payment at
MTNLs payment counters scattered over Delhi & Mumbai, payments
are

also

accepted

through

select

banks/ ATMs / post

offices

for

convenience of customers. To reach heights of convenience to our

customers, following schemes are also available:# Voluntary Deposit Scheme
# Electronic Clearing Scheme
# Credit Card Scheme
# Payment Portal for paying telephone bills through internet has been
launched on 16.05.2002.
Customer Loyalty Scheme

A customer loyalty scheme by the name Loyal Royal Offer has been
started under which a customer gets various bonus points viz. joining
bonus points, future loyalty points, usage bonus, early payment bonus,
comeback

bonus,

time

period

bonus, recommendation

bonus

etc.

Customers can redeem their bonus points for attractive prizes with
MTNL.

MTNL has synergized all its energies to total customer satisfaction by

modernizing the services to international level and incorporating stateof-the-art technologies in its network.

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Training & Development in MTNL

LATEST SERVICES

Tariff for In-Roamers 'ISD' in MTNL GSM N/W - 3G Services.

Launch of Blackberry tariff plans on regular basis.
Modification in damaged charges for Modem/components.
Promotional offer of Micromax Mobile Broadband Data cards bundled with
MTNL prepaid 3G Connection.
Promotional Post paid 3G tariff Plans.
Promotional Prepaid 3G tariff Plans.
New BlackBerry Data Plans-Promotional offer.
Relaunch of Trump Vidyarthi Plan with modifications in tariff on Promotional
basis.
Modification in prepaid tariff package for reducing local call rates.
Launch of reduced Prepaid Trump STD Package.
Modification in Dolphin /Trump Jeevan Saathi Plans tariff on promotional
basis.
Modification in GPRS tariff.
All new private local PCOs shall be opened with Push Button telephones
provided by MTNL. However, if customer is willing to install CCB type PCO
then he should procure CBT-95 instrument himself.
CBSE Results.
Press Release.

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Training & Development in MTNL

Discontinuing of Data Services tariff Plans for Dolphin using Data Card.
Regularization of Trump Jeevan Saathi Plan-Rs 88/- (Super Saver Pack)
Launch of IPTV by M/S Smart Broadband services Pvt. Ltd.
MTNL introduces BlackBerry services for its customers.
New R&G policy, 2007.
Implementation of TRAI Guidelines for differential tariff on calls /SMS
terminating in CDMA /GSM network.
To avoid unwanted Telemarketing calls register your telephone no. in NDNC
registry-Call 1909 or send SMS "START DND" on 1909.
Tariff for VAS SMS and Play Tune (CRBT) .
Provisioning of MTNL Wi-Fi Hot Spot.
Status of telephone advisory Committee of Delhi.

Restituting landline telephones with GSM in case of companies shifting

base from Delhi to NCR.

Multilingual Messaging Service Application "Sarva Bhasha Sandesh" .

Recharge Coupons for Garuda-Prepaid are now available at Oxigen outlets.

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Training & Development in MTNL

FINANCIAL PERFORMANCE

Fig. 1

MTNL has a strong financial base and has shown consistent improvement in
performance over the years. It has a customer base of 5.92 million.
MTNL possesses an impressive financial profile comprising Reserves and Surplus
amounting to Rs.105698.8 million* and Fixed Assets worth Rs.146918.8 million* as
on 31.03.2006 corresponding figures for 31.03.2005 were 103138.2 million and
142522.5 million respectively.

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Training & Development in MTNL

NETWORK INFRASTRUCTURE - GROWTH

MTNL as a company, over the last twenty three years, grew rapidly by modernizing
the network through induction of State-of-the-art technologies and adopting a
customer friendly approach.
Table - : Network Infrastructure Growth
1.No of exchanges

114

558

2.Equipped capacity (Millions)

0.88

10.72

3.Subscriber base (Millions)

0.75

8.06

i) Basic Wire line & CDMA Fixed (Millions)

0.75

3.69

ii) CDMA-Mobile (Millions)

0.10

iii) GSM Cellular (Millions)

4.18

4.Internet (Millions)

1.43

5.Broadband (Millions)

0.70

6.Public Call Offices (Local and Long Distance) 10,593

(Millions)

0.21

7.No of stations on Long Distance Network

264

39,303

8.No of countries connected overseas on ISD

11

243

9.Digitalization of exchange network

Nil

100%

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Training & Development in MTNL

TRAINING AND DEVELOPMENT

In the field of human resource management, training and development is the field
concerned with organizational activity aimed at bettering the performance of
individuals and groups in organizational settings. It has been known by several names,
including employee development, human resource development, and learning and
development.
Harrison observes that the name was endlessly debated by the Chartered Institute of
Personnel and Development during its review of professional standards in 1999/2000.
"Employee Development" was seen as too evocative of the master-slave relationship
between employer and employee for those who refer to their employees as "partners"
or "associates" to be comfortable with. "Human Resource Development" was rejected
by academics, who objected to the idea that people were "resources" an idea that
they felt to be demeaning to the individual. Eventually, the CIPD settled upon
"Learning and Development", although that was itself not free from problems,
"learning" being an over general and ambiguous name. Moreover, the field is still
widely known by the other names.

TRAINING AND DEVELOPMENT refer to the 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 or future employee performance by increasing an
employees ability to perform through learning, usually by changing the employees
attitude or increasing his or her skills and knowledge.
The NEED for Training and Development is determined by the employees
performance deficiency, computed as follows:
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Training & Development in MTNL

Training and development need = Standard performance Actual performance.

TRAINING
The term training refers to the acquisition of knowledge, skills, and competencies as a
result of the teaching of vocational or practical skills and knowledge that relate to
specific useful competencies. This activity is both focused upon, and evaluated
against, the job that an individual currently holds.

EDUCATION
Education in its broadest sense is any act or experience that has a formative effect on
the mind, character, or physical ability of an individual and in its technical sense
education is the process by which society deliberately transmits its accumulated
knowledge, values, and skills from one generation to another through institutions.

DEVELOPMENT
This focuses upon the activities that the organization employing the individual, or that
the individual is part of, may partake in the future, and is almost impossible to
evaluate. Development is less skill- oriented but stresses on knowledge.

TRAINING AND DEVELOPMENT OBJECTIVES

The principal objective of training and development division is to make sure the
availability of a skilled and willing workforce to an organization. In addition to that,
there are four other objectives: Individual, Organizational, Functional, and Societal.

INDIVIDUAL OBJECTIVES
It helps employees in achieving their personal goals, which in turn, enhances the
individual contribution to an organization.
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Training & Development in MTNL

ORGANIZATIONAL OBJECTIVES
It assists the organization with its primary objective by bringing individual
effectiveness.

FUNCTIONAL OBJECTIVES
It maintains the departments contribution at a level suitable to the organizations
needs.

SOCIETAL OBJECTIVES
It ensures that an organization is ethically and socially responsible to the needs and
challenges of the society.

IMPORTANCE OF OBJECTIVE SETTING

Training objective is one of the most important parts of training program. While some
people think of training objective as a waste of valuable time. The counterargument
here is that resources are always limited and the training objectives actually lead the
design of training. It provides the clear guidelines and develops the training program
in less time because objectives focus specifically on needs. It helps in adhering to a
plan. Training objectives tell the trainee that what is expected out of him at the end of
the training program. Training objectives are of great significance from a number of
stakeholder perspectives, the "stakeholders" in training and development are
categorized into several classes.
1. Trainer
2. Trainee
3. Designer
4. Evaluator

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Training & Development in MTNL

TRAINER
The training objective is beneficial to trainer because it helps the trainer to measure
the progress of trainees and make the required adjustments. Also, trainer comes in a
position to establish a relationship between objectives and particular segments of
training.

TRAINEE
The training objective is beneficial to the trainee because
1) It helps in reducing the anxiety of the trainee up to some extent. Not knowing
anything or going to a place which is unknown creates anxiety that can negatively
affect learning. Therefore, it is important to keep the participants aware of the
happenings, rather than keeping it surprise.
2) It helps in increasing concentration, which is the crucial factor to make the
training successful. The objectives create an image of the training program in
trainees mind that actually helps in gaining attention.
3) If the goal is set to be challenging and motivating, then the likelihood of achieving
those goals is much higher than the situation in which no goal is set.
Therefore, training objectives helps in increasing the probability that the
participants will be successful in training.

DESIGNER
The training objective is beneficial to the training designer also because if the
designer is aware what is to be achieved in the end then they will bring the training
package according to that. The training designer would then look for the training
methods, training equipments, and training content accordingly to achieve those
objectives.
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Training & Development in MTNL

EVALUATOR
It becomes easy for the training evaluator to measure the progress of the trainees
because the objectives define the expected performance of trainees. Training objective
is an important to tool to judge the performance of participants.

TRAINING AND DEVELOPMENT AS SOURCE OF

COMPETITIVE ADVANTAGE
Training and Development is important because of following reasons:
1) Optimum Utilization of Human Resources
Training & Development helps in optimizing the utilization of human resource that
further helps the employee to achieve the organizational goals as well as their
individual goals.
2) Development of Human Resources
Training & Development helps to provide an opportunity and broad structure for the
development of human resources technical and behavioral skills in an organization. It
also helps the employees in attaining personal growth.
3) Development of skills of employees
Training & Development helps in increasing the job knowledge and skills of
employees at each level. It helps to expand the horizons of human intellect and an
overall personality of the employees.
4) Productivity
Training & Development helps in increasing the productivity of the employees that
helps the organization further to achieve its long-term goal.
5) Team spirit
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Training & Development in MTNL

Training & Development helps in inculcating the sense of team work, team spirit, and
inter-team collaborations. It helps in inculcating the zeal to learn within the
employees.
Organization Culture
Training & Development helps to develop and improve the organizational health
culture and effectiveness. It helps in creating the learning culture within the
organization.
6) Organization Climate
Training & Development helps building the positive perception and feeling about the
organization. The employees get these feelings from leaders, subordinates, and peers.
7) Quality
Training & Development helps in improving upon the quality of work and work-life.
8) Healthy work-environment
Training & Development helps in creating the healthy working environment. It helps
to build good employee, relationship so that individual goals aligns with
organizational goal.
10) Health and Safety
Training & Development helps in improving the health and safety of the organization
thus preventing obsolescence.
11) Morale
Training & Development helps in improving the morale of the work force.
12) Image
Training & Development helps in creating a better corporate image.
13) Profitability
Training & Development leads to improved profitability and more positive attitudes
towards profit orientation.

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Training & Development in MTNL

METHODS AND TECHNIQUES OF TRAINING

A multitude of methods of training are used to train employees. Training techniques
represent the medium of imparting skills and knowledge to employees. Training
methods are categorized into two groups:
1) On-the-job methods
2) Off-the-job methods

3) ON-THE-JOB TRAINING
4) On the job training occurs when workers pick up skills whilst working along side
experienced workers at their place of work. New workers may simply shadow
or observe fellow employees to begin with and are often given instruction manuals
or interactive training programmes to work through. Eg:
1) Orientation Training
2) Job-Instruction Training
3) Apprentice Training
4) Internships
5) Job Rotation
6) Coaching

7)

OFF-THE-JOB TRAINING

8) This occurs when workers are taken away from their place of work to be trained.
This may take place at training agency or Local College, although many larger
firms also have their own training centers. Training can take the form of lectures
or self-study and can be used to develop more general skills and knowledge that
can be used in a variety of situations.
1) Vestibule
2) Lecture
3) Special Study
26

Training & Development in MTNL

4) Conference
5) Simulation
6) Programmed Instruction

27

7) Important techniques of training are:

1) LECTURES
8) Lecture is a verbal presentation of information by an instructor to a large
audience. The lecturer is presumed to possess a considerable depth of knowledge
of the subject at hand. A virtue of this method is that is can be used for very large
groups and hence the cost per trainee is low.
9) Lectures are used because of their low cost and their capacity to reach many
people. Lectures, which use one-way communication as opposed to interactive
learning techniques, are much criticized as a training device.

2) AUDIO-VISUALS
10) Audio-visuals include television slides, overheads, and films. These can be used to
provide a wide range of realistic examples of job conditions and situations in the
condensed period of time. Further the quality of the presentation can be controlled
and will remain equal for all training groups.

3) PROGRAMMED INSTRUCTION (PI)

11) These devices systematically present information to the learner and elicit a
response; they use reinforcement principles to promote appropriate responses.
Information is provided to the trainee in blocks, either in a book form of through a
teaching machine. After reading each block of material, the learner must answer a
question about it. Feedback in the form of correct answers is provided after each
response.

4) COMPUTER-ASSISTED INSTRUCTION (CAI)

12) With CAI, students can learn at their own pace, as with PI. Because the student
interacts with the computer, it is believed by many to be a more dynamic learning
device. Educational alternatives can be quickly selected to suit the student's

capabilities, and performance can be monitored continuously. As instruction

proceeds, data are gathered for monitoring and improving performance.
13)
14)

5) SIMULATIONS
15) Training simulations replicate the essential characteristics of the real world that
are necessary to produce both learning and the transfer of new knowledge and
skills to application settings. Both machine and other forms of simulators exist.
Machine simulators represent the real world's operational equipment. The main
purpose of simulation, however, is to produce psychological fidelity, that is, to
reproduce in the training those processes that will be required on the job.
Simulation is done for a number of reasons, including: to control the training
environment, for safety, to introduce feedback and other learning principles, and
to reduce cost.
16) The more widely held simulation exercises are:

6) LABORATORY TRAINING/ SENSITIVITY TRAINING/ T

GROUP TRAINING
17) This type of training is designed to increase the managers understanding of
himself and of his own impact on others. The training takes the form of a group
discussion, and through a leader trained in the technique is present, the group may
decide on the subject of discussion or suggest changes in procedure. In the course
of discussion, conflict, hostility, stress and frustration may be purposely generated
for they later on become motivations for growth as well as food for learning. The
laboratory training aims at achieving behavioral, effectiveness in transactions with
ones environment.

7) INTERNSHIP TRAINING

18) This method of training is generally provided to the skilled and technical
personnel. The object of this type of training is to bring about a balance between
theoretical and practical knowledge, under this method, students from a technical
institution possessing only theoretical knowledge are sent to some business
enterprise to gain practical work experience.
19)
20)
21)

8) INDUCTION TRAINING
22) Induction training is important as it enables a new recruit to become productive as
quickly as possible. It can avoid costly mistakes by recruits not knowing the
procedures or techniques of their new jobs. The length of induction training will
vary from job to job and will depend on the complexity of the job, the size of the
business and the level or position of the job within the business. The following
areas may be included in induction training:
a) Learning about the duties of the job
b) Meeting new colleagues
c) Seeing the layout the premises
d) Learning the values and aims of the business
e) Learning about the internal workings and policies of the business
23)

9) BUSINESS GAMES
24) They are the direct progeny of war games that have been used to train officers in
combat techniques for hundreds of years. Almost all early business games were
designed to teach basic business skills, but more recent games also include
interpersonal skills. Monopoly might be considered the quintessential business

game for young capitalists. It is probably the first place youngsters learned the
words mortgage, taxes, etc.
25)

26)

TRAINING PROCESS IN MTNL

27)

MTNL has been conducting various Training & Development activities, which
apart from minimizing the skill gap and technical obsolescence, are also focussing
towards attaining the bigger organizational purpose of building a competent work
force to take the challenge in the currently existing Telecom sector.

Training programmes, seminars and workshops had been conducted from

time to time to enhance the knowledge and skills of executives and staff so
as

to improve

their

efficiency

and

strengthen

their

role

in

overall

development of the organization.

28)

MTNL provides two types of training:

1. Foreign Training
2. Inland Training

29)

FOREIGN TRAINING:
All the matters of foreign training are handled by HR

Dept (Trg Dept).

In this type of training they generally provide technical

training.

Foreign

training

is

mostly

given

to

Middle level

management & Top level management.

Foreign training is very vital for Operations Dept due to

the continuous change in corporate world & latest technology. There is

whole setup

( required for proper technical training of Operations

Dept. ) in the foreign training centers of MTNL.

30)
31)

32)
33)
34)
35)

PROCEDURE FOR FOREIGN TRAINING :

Request for training is generated by a particular dept (Delhi & Mumbai

36)

units).
Then, this request comes to executive directors. If

the training is

technical in nature, it will go to Dir(Tech). This

Dir(Tech) analyses

whether the candidates shortlisted for foreign

training are eligible or the training which is to be given is relevant.

After performing all the formalities, it is approved by

Dir(Tech). Then it goes to Dir(HR). At last it comes to CMD for final

approval.
Before

MTNL seeks his/her

sending

any

person

for

foreign

training

Vigilance Clearance within seven days. And all

this work (Vigilance Clearance

Disciplinary Proceedings ) is done by

CMD. DGM & GMs vigilance Clearance is given by DOT.

There are certain formalities which has to be done

by MTNL including
37)

Execution of training bond (as per rule), it is not fixed.

Now, after executing all the formalities, the person is sent for training

There MTNL has to find its new partners in foreign

countries which may provide it roaming at favourable rates.

Under ministry of Communication & IT ( GOVT. OF

INDIA), there are two Dept. DOT & DIT, they sometimes give request
to send their persons for this sort of trg, but the overall expenditure is
to be done by MTNL.

There are two joint ventures of MTNL :

38)
39)

1.

United Telecommunications Ltd (UTL)

2.

MTNLSTPI IT Services Ltd ( Software Tech. Park of India).

INLAND TRAINING:
Inland training is provided by three units of MTNL.
1. Delhi unit
2. Mumbai unit
3. Corporate office

40)
I.

DELHI UNIT :

Delhi unit is having a Regional Telecom Training Centre ( TTC ) at

Shadipur.
This training centre provides training to C & D group. This sort of
training includes formation of windows, settling of Broadband(tech.)
defects, communication skills, etc.
41)
II.

MUMBAI UNIT :

Mumbai unit is basically a profit making unit. It has a

training centre named Centre for Excellence & Telecom Management
( CETTM).

CETTM (Centre for Excellence in Telecom Training & Management) was

awarded ISO 9001:2000 certification. CETTM is slowly taking the lead role
and becoming the nodal center for HRD. Induction Training programme for
newly recruited executive Trainees in the field of Telecom, Finance,
Marketing, HR, Legal have been conducted at CETTM.CETTM has started
generating revenues by leasing out infrastructure and providing training to
other organizations of repute

42)
43)
44)
45)
46)
47)

CORPORATE OFFICE :

III.

The main functions of corporate office is planning , monitoring and

controlling the functioning of both the Delhi and Mumbai unit.
CETTM passes its proposal to DIR(HR) corporate. It is doing a great
job . It has tie-ups with ORACLE , CCNA , GSM which are having a
great repo and position in the corporate world .
48)

49)
1.

TYPES OF TRAINING

UNSOLICITED APPLICATIONS:
50) MTNL comes across various proposals on daily basis which are usually
sent by a number of Management Schools.

2.

CASE TO CASE :
51) Case to Case may also be known as open training. ABC trainers are
called to provide training. All the services are rendered by MTNL. But the
trainers are asked to provide booklets for the trainees.

3.

OPEN TRAINING :
52)

In this type of training trainers from different organization can

also participate in the training process.
INHOUSE TRAINING :
53) Faculty is outsourced in this form of training.

54)

They have their own faculty YMCA which provides training at their
call

centres & Hindi faculty which is supposed to present Hindi related

Seminars.

TIE-UP WITH BSNL :

55) In 2008, it tied-up with BSNL to share

all kind of expenses

(accommodation, fares, infrastructure & other amenities) which are incurred

while imparting training. There are two training centres - a.
TRAINING CENTRE at Ghaziabad

ALTTC

b. CETTM TRAINING CENTRE

at Mumbai
56)

57)

TRAINING &
DEVELOPMENT POLICY

58)

59)

CONCEPT

60)

To create learning environment in the organization.

Training & Development activities will be carried out to impart knowledge and
skills to the employees to facilitate their growth and development and help the
organization in becoming a high performance organization.
The process will be systematic to identify Training needs and provide
Training to all MTNL employees to gain technical, conceptual and theoretical
knowledge.

61)

ACCOUNTABILITY
Training & Development Department will have all the authority to make
the policies related to this. The GM of the HRD would be the Head of the
Department.
Training needs and Budget will be approved by categorization of trg
needs.

62)
63)

64)
65)
66)

67)
68)

CONDUCTING TRAINING PROGRAMS

HR Department will coordinate for organizing Training programs based upon the
Training needs identified for each employee.

Course Contents / Curriculum

It will be designed for the optimum utilization of resources and must
have relevance to the Trainee in respect of complexity or suitability to
his/her requirement.
Selection of Participants / Trainees
Selection of Trainees will be based on similar Training needs of the
participant. The Trainees should be from homogeneous groups and have
necessary background, experience, intellectual and physical capabilities,
skills and personal characters.
Selection of Training Faculty
The faculty will have necessary, general, technical and specialized
knowledge. He/she should be able to generate interest and use various
Training Techniques and should be open to ideas, should have questioning
mind, willingness to experiment and observation powers.
Method and Technique
It will be such that it generates and maintains interest and high degree
of participation. These methods can be like group discussions, case study,
role-play and workshops, etc.
Venue, Facilities & Course Material
Training shall be conducted at the Organizations Training Centre as far
as possible. HR department will ensure for the entire required infrastructure

and other facilities such as computers, OHP, LCD, Clipboards, etc for
smooth Training to centralize full concentration at learning. Course
material

can be provided to Trainees, which consists of handouts and

printed material etc.

HR department will maintain a checklist in order to ensure that all the
work is done at proper time and follow-ups are done.
Costs to be incurred
Costs will be an important consideration in deciding upon the Training
program. Cost estimates and evaluation will be done depending upon the
quality, course contents and facilities to be arranged.
69)

70)

EVALUATING TRAINING PROGRAMS

Evaluation of the Training program will be done to determine the following:

Whether the learning objectives of the Training are met.
Effectiveness of the Instructions.
Whether the Training program was the most cost effective.
The quality of Training.
Drawbacks, if any in the program.
Effectiveness and success of the entire program.
The Training program will be evaluated based on the way in which Trainees
react to the Training in terms of enjoyment and perceived learning.
The Training feedback for internal as well as external programs shall be
obtained as per the Feedback Form. Evaluation of the Training can also be
done by assessing the level and extent of learning that has taken place which
has brought a change in the employees behavior at work.
71)
72)

73)
74)

75)

TRAINING CALENDAR
Annual schedule of Training programs catering to Specific Training Needs and
Fundamental Training Needs shall be decided on the basis of Performance
Appraisal and Training Need Analysis.
A detailed training calendar keeping in view the various aspects such as
functional, behavioral requirements as also focus areas as per MOU signed
with MOC.
Officials would be nominated to various conferences, seminars and training
programs conducted by leading organizations across India and which are of
importance and relevance to MTNL.
Keeping in view the fact that In-House talent has to be nurtured and
encouraged to act as Faculty. A token honorarium of some amt per session
is proposed.
For Specialist Faculty invited from outside the proposed amount per session
is more than that of inhouse faculty.

76)
77)

RECORD KEEPING
HR department will maintain Course wise details of all the employees who
have attended any Training. These details will, in due course of time, be
computerized, to facilitate preparation of various reports and returns
pertaining to Training and retrieval of statistical data.

78)
79)
80)
81)

82) RESEARCH METHODOLOGY

83)
84)

85)
86)

SCOPE OF STUDY:Geographic Scope

87) I have done my project analysis in the corporate office of MTNL , and I choose
Executive employees over there.
88) Employees selected 52 executive employees.
89)

90)

FINAL STUDY :

91)

Research Design Used:

1. Firstly I explore the topic Training and Development in which I define
the problem more precisely and then describe each and every aspect of it.
2. Then I define the information needed through the medium of various
books and internet.
3. In my research I use Comparative as well as Non Comparative Scaling. In
Comparative Scaling I use Nominal scale. In Non Comparative Scaling, I
use Likerts and Semantic Differential Scale.
4. I have prepared my Questionnaire based on the Effectiveness of Training
Sessions in MTNL , which is comprised of thirteen questions.

92)
93)
94)
95)
96)
97)
98)

99)

CONCLUSIONS

100)
Organizations run on long term basis also termed as eternal basis adapting
with changing conditions. Hence, they need human resources both in present
and in future.
Every organization needs to have well adjusted, trained and experienced
people to perform the activities that must be done. As jobs in todays
dynamic organizations become more complex, the importance of employee
education has increased. Rapid jobs changes are occurring, requiring employee
skills to be transformed and frequently updated. This takes place through
what we call Employee Training Development.
Moreover, to motivate the employees, we need to create a bonding of
needs. We need them to perform their jobs and they need us to give them
a reason (i.e., pleasures) to perform their jobs well. When this is done for
their sake. In organizations,

motivation on the part of workers is essential

for maximizing productivity. Work is always more enjoyable when it

develops the individuals overall personality. If a man is not allowed to
broaden his horizons, he can only become obsolete.
Investing time and money in Training employees not only enables them to
gain knowledge and confidence, but also sends a signal that the
management is committed to the development of employees.
Thus, this report makes a presumptuous attempt to knead all aspects of
Training & Development at MTNL. It gives a well knitted and balanced
coverage of theory, company information and detailed analysis of the Survey
conducted of the Trainees.
101)
102)
103)

 The T & D policy, The Training Plan, The Training Programs conducted,
The Methods of Evaluation Used, Evaluation of the Training Feedback
forms, Summary of the results, Motivational Analysis of the Trainees are
some of the topics that have been dealt with in the project report.
Apart from that, the report also provides Suggestions that can be adopted
by the management at MTNL to develop Training Programs in such a manner
that they not only provide KSAs to the employees but also motivate them
to perform better and improve their performance.
In all, the Report provides a refreshing insight into all that a reader
wants to know about Training & Development.

104) Bibliography
105)

106)

Library (Book Reading).

Encyclopaedia.
www.mtnl.com
www.google.com