1

ACKNOWLEDGEMENT
The making of any report calls for contribution and cooperation from many
others, besides the individual alone. It is the result of meticulous efforts put in the
by many minds that contribute to the final report formation. Several eminent
people at DELHI METRO RAIL CORPORATION LIMITED. (DMRC) have made
valuable contributions to this report through their inputs. I duly acknowledge my
gratitude to each one of them.

I am grateful to the IRPS, Jt. General Manager (R&T) Shri.S.K Sinha

who allowed me to conduct my project on TRAINING NEDS &ANALYSIS. I am also
grateful to Shri. Ashutosh Chaturvedi (HR Executive) for his active support,
guidance and cooperation and timely help during the completion of the project. And I
would like to express my sincere thanks to Shri. Mukesh Kumar (Training
coordinator). I acknowledge my deepest sense of gratitude to them.

I would like to express my deep gratitude to Ms. Sheweta Verma (Labor

Relations Officer) for her continuous support to take up the study and understand
its complexities.

I acknowledge my deep indebtedness to my academic head Pro. A. BASU

(Cosmic Business School) for his invaluable suggestions and encouragement
during the completion of the project.

I would also like to thank Ms. Charu (placement cell officer) who helped in
getting me internship and gave me an opportunity to accomplish individual live
project.

At last, I would like to acknowledge all those who helped, directly or indirectly,
at various areas in completing my project and related study and made my training a
wonderful experience.

MANISHA ARORA.

2
 PREFACE
Training is a planned program designed to improve performance and bring about
measurable changes in knowledge, skills, attitude and social behavior of employees.
It makes the employees versatile, mobile, flexible and useful to the organization.

Training needs analysis considers the organizational context of the training

requirement, user of training, the context of documentation used in training, the
suitability of the training to resolve the identified organization/Performance problems
/needs &lastly, readers encouraged to conduct a cost benefit analysis of
training.

Training needs analysis addresses immediate requirements & generally long term
strategic goal for each staff member to build their skills gradually. Successful training
implementation is the key factor for staff productivity & positive morale. Participants
learn appropriately depending on their preference of style and approach and this is
crucial when considering the ever changing work environment.

I conducted training need analysis and implement training in conjunction with

organization’s strategic goals and vision of an organization capitalize the potential
knowledge wealth of staff, this in turn , increases the profile of the organization in the
productivity and the organization can utilize the capabilities of the staff better.

The topic in this project throws light on every important aspect i.e. training needs and
analysis. TNA occupies an important place in industrial progress for its
organizational effectiveness and for development of employees.

Due to advancement in technology, this aspect is very important to evaluate

performance not traits for bringing an effective basis for the management by which
management can judge the individual’s contribution to organizational needs and
objectivity for achieving these, organizational needs information which can allow it to
make valid decisions and to aid continuous interaction between supervisor and
subordinate.

3
PROCESS OF TNA :
DIAGRAMATICAL REPRESENTATION:

4
SOURCES OF TRAINING NEEDS

SOURCES INTERNAL TO EXTERNAL TO

ORGANIZATION ORGANIZATION

People Potential trainers. Training in other

Supervisors. organizations.
Upper level managers. Consultants.

Job Personal changes (new hires , Professional associations.

promotions). Consultants.
Job task changes. Government regulations.
Changes in the performance
standards.
Changes in the performance
standards.
Equipment changes.
Analysis of efficiency indexes
(e.g. Waste, downtime , repairs,
quality, control ).

Organization Changes in organization Government regulations.

mission. Outside consultants.
Mergers and acquisitions. Pressure from competition.
Change in organization Environmental pressures
structure. (e.g. political, economic,
New product and services. demographic, technical ).
Analysis of organizational
climate. (e.g. grievances,
absenteeism, turnover,
accidents).

5
BASIC CONTENTS OF THIS PROJECT INCLUDES:

Chapter 1 includes introduction of the project.

Chapter 2 includes about the Delhi Metro Rail Corporation (DMRC).

Chapter 3 includes about the company profile of other participating organizations.

Chapter 4 includes the Research methodology of the project.

Chapter 5 includes data collection.

Chapter 6 includes graphical representation of the data collected.

Chapter 7 includes the analysis of data collected.

Chapter 8 includes the conclusions of the study.

Chapter 9includes the recommendations made to the organization (DMRC).

Chapter 10 includes the limitations faced during the study.

Chapter 11 includes the various sources from where the data was collected
(bibliography).

Chapter 12 includes the sample of the questionnaire submitted to the participating

Organizations.

6
OBJECTIVE OF THE STUDY

The main and specific objectives of Training Needs &analysis study are as follows:

Main objective

To study the existing Training Needs &analysis system in Delhi Metro Rail
Corporation (DMRC) vis-à-vis other organizations.

Specific objectives

1) To find out the problems that exist in the current TNA system
2) To give suggestions for further improvements in the existing TNA
system of DMRC
3) To get an idea of how to make TNA system more effective so that it can
suite to the emerging business environment.

7
 INTRODUCTION TO DMRC

The history of planning a Metro Project for Delhi dates back to 70's. The
Central Road Research Institute (CRRI) undertook the first exhaustive
study on traffic and travel characteristics of Delhi in 1969-70. While
bringing out extensive data describing the traffic and travel
characteristics, it developed mathematical models to project travel
demand. By examining several alternatives, it recommended for a Mass
Rapid Transit Network for Delhi. Metropolitan Transport Team (MTT),
Indian Railways, has reviewed the above schemes. MTT sought for some
modifications to recommendations of CRRI and planned for a well knit
Mass Rapid Transit System for the capital city of India. The system
comprised of 36 Km of underground corridors aligned two axes North-
South and East-West Corridors and 96 Kms of surface rail corridors.
Metropolitan Transport Project (MTP-R, set up by the Ministry of
Railways, Government of India) prepared an engineering plan to
construct the MTR system. As a part of the techno-economic feasibility
study, subsoil exploration were conducted on four specific trunk routes
and by the side of existing railway tracks and recommended for taking up
pilot projects.
Feasibility Report on Integrated Multi Modal Mass Rapid Transport
System of Delhi (IMMRTS) prepared by RITES recommended for three-
component system comprising of Rail corridors, Metro corridors and
dedicated bus way totaling to 184.5 Km and further addition of 14 km
increased to 198.5 km. The total network contains 16 sections to be
implemented in a sequence based on passenger kilometer carried per
kilometer length of each section.

DELHI METRO

India is witnessing an unparallel pace of urbanization. Delhi is no

exception and the population of Delhi stands at 13.8million as per the last
census. The main mode of public transport in the city continues to be

8
road based .With the result the city roads have become highly congested
and the pollution levels and the road accidents have gone beyond
acceptable limits. Ideally, Delhi should have had a Mass Rapid Transit
Network of at least 250 K m s.
To solve the transportation problem of the city a Master Plan for
providing a Metro System has been drawn up to be completed in four
phases by the year 2021.The work on the first phase of the project
commenced on 1st October, 1998 and is slated for completion by
September 2005.The dream of Delhi citizens to have a modern metro
system is fast becoming a reality.
The financial year 2002 has been an eventful year for the history of entire
nation. With the flagging off, of the inaugural train by the Hon’ able
Prime Minister on the Shahdara - Tis Hazari section, a new era in urban
transport has begun. For the capital city of Delhi, an alternate mode of
modern transport system is now available.
Delhi Metro is being constructed as a world class Metro. To ensure
reliability and safety in train operations, it is being equipped with the
most modern communication and train control system. Unique feature of
Delhi Metro is its integration with other modes of public transport,
enabling the commuters to conveniently interchange from one mode to
another. To increase rider ship of Delhi Metro, feeder buses for metro
stations have been planned. In short, Delhi Metro has turned out to be a
trendsetter for such systems in other cities of the country. Perhaps,
because of this reason alone, many State governments have already
evinced interest to get technical help from Delhi Metro to set up metro
systems in their major cities.

The company is hopeful that with the extension of route length in the
near future, the position will improve substantially.

THE CHANGING FACE OF DELHI

Delhi became the capital of India in 1912. In those days, it was a clean,
beautiful city where every one loved to live. Even when India got
independence in 1947, the population of Delhi was a mere 0.6 million. Of
all the cities of the country, the process of urbanization was the fastest in
Delhi and as a result, the population today stands at 13.8 million. As of

9
now, the city witnesses about 11.7 million transit trips per day of which
no less than 62% are by public transport. Among public transport
options, 99% are road-based and only 1% is rail-based, despite the fact
that Delhi has 144 route kilometers of rail tracks converging into the city
from five different directions.

METROSYSTEM- THE ANSWER TO DELHI’S

TRAFFIC WOES

A comprehensive traffic and transportation study completed in 1990

brought out the urgent need for a rail-based transit system comprising a
network of underground, elevated and surface corridors of 198.5 kms to
meet the traffic demand up to the horizon year 2021. Out of these
corridors ,120 kms. would run parallel to the existing railway lines on
which suburban rail services are already operating. Since it would have
been much more cost effective to augment the capacity of the existing
suburban services, a study was concluded to critically examine the needs
of the city and update a Master Metro Network.
The revised Master plan for Delhi metro has recommended a Metro
Network covering 330 kms to be implemented in four phases. The
government gave clearance for taking up the first phase of the Metro
system covering three lines spanning 65.10 kms with a completion cost of
105.7 billion. The details of three lines are as under:

Line no. Total length U/G Elevated At-Grade Stations

(in kms) (in kms) (in kms) (in kms)

Line 1 22.0 0.0 17.50 4.5 18

Shahdara-
Rithala

Line 2 11.0 11.0 0.0 0.0 10

Vishwavidyalaya-
C.Sectt.

Line 3 32.1 2.17 29.93 0.0 31

Indraprastha-
Barakhamba
Road-Dwarka
Sub City

10
Total 65.10 13.17 47.43 4.5 59

The construction of these three lines was completed in November, 2006

and phase 1 of the Metro is now fully operational.
The Delhi Metro currently has 60 train sets of four coaches each, which
operate from 6 am to 10pm everyday. Punctuality of nearly 100% is
maintained almost everyday. To cater to the increasing Traffic, 10
additional sets if train have been ordered.

DELHI METRO RAIL CORPORATION

For implementation and subsequent operation of the Delhi MRTS, the

Central Government and the Delhi State Government registered a
Company under the name Delhi Metro Rail Corporation Limited (DMRC)
in May 1995 with equal equity participation by the Central Government
and Delhi State Government.

11
WORLD METRO SCENARIO
In developed countries, the planning for a Mass Rapid Transit System
generally starts when the city population crosses the 1million mark. The
system is in position by the time the city population is 2-3 million & when
the population exceeds 4 million or so, planned extensions to the Mass
Rapid Transit System are vigorously initiated. Prior to the launch of the
Delhi metro, India had a Metro Rail facility in one city i.e. Kolkata, with
a length of 16.5Km.

CONTINENT LENGTH OF THE LINES

(IN KMS .PER MILLION PEOPLE IN
THE CITY)
Europe 38
North America 23
South America 8
Africa 1
Asia 10
India (kolkata) 2
World Average 19

GENERAL CONSULTANTS

To assist DMRC in the implementation of the project, General

Consultants comprising a consortium of five international consultancy
company companies have been appointed and they have been in place
with effect from 14.09.1998.
The consortium consists of:

 Pacific Consultants International of Japan (Leader)

 Parsons Brinkerhoff International of USA
 Japan Railway Technical Services
 Tonichi Engineering Consultants of Japan
 Rail India Technical and Economic Services.

12
FUNDING PLAN
28% of the project cost is to be financed through Equity Contributions
subscribed equally by the Central Government and the State
Government. The two Governments have also agreed to give an interest-
free subordinate loan to cover the cost of land acquisition, which roughly
works out to 5% of the project cost.

Govt. of India 14%

Govt. of National Capital Territory of Delhi 14%
Property Development 7%
Japan Bank for International Cooperation (JBIC) Loan 60%
Interest Free Subordinate debt towards land cost 5%

THE JOURNEY THUS FAR

Construction on the Delhi Metro Project began on 1st October, 1998 and
phase1 of Delhi Metro consisting of three lines and 65.10 kms is now fully
operational. Line-1 was opened in three stages with the first section of
8.5kms between Shadara- Tis Hazari being inaugurated by the Prime
Minister of India on 24th Dec.2002 followed by the 4.7kms Tis Hazari-
Inderlok section on 3rd October, 2003 and the 8.8 kms Inderlok – Rithala
SECTION ON 31ST March ,2004. The first underground section between
Vishwavidyalaya and Kashmere gate covering a distance of 4kms was
inaugurated by Dr. Manmohan singh ,Prime minister of India on 19th
December ,2004. thre second section of the underground corridor

13
between Kashmere Gate and central Secretariat was inaugurated by
Mrs. Sonia Gandhi , Chairperson , National Advisory Council on 2nd
july ,2005. with this DMRC successfully completed Line-2 (underground
corridor) between Viswavidyalya and Central secretariat covering a
distance of 11kms .Kashmere gate and Rajiv Chowk are interchange
stations where the passengers can change from Line-1- Line -2 and vice
versa.. Phase 1 of Delhi Metro was completed with the commissioning of
Line-3. The prime Minister of India, Dr. Manmohan Singh, inaugurated
this line from Barakhamba Road- Dwaka on 30th December 2005. On
31st
March, 2006, another 6.5 kms and 6stations were added to Line-3 with
an extension of the Line into dwarka sub-city and on11th November,2006
the 2.81 km extension linking Barakhamba road with Indraprastha was
completed and opened for the passenger traffic.

An eye view on system parameters

Traction: Line No 1,2 and 3 have 25 KV AC traction. Line No. 2 and

underground portion of Lie-3 are provided with 25 KV rigid catenary
system, while flexible catenaries are used on Line No.1 and elevated
portion of Line No.3.

Rolling stock: 3.2 mtrs . Wide light weight modern state-of- the-art
coaches with 8 cars (4 cars in the initial years) train formation are being
used. The Rolling Stock has stainless steel shells, which are equipped with
3-phase AC motors, VVVF control, chevron rubber/air bag suspension
system and regenerative system.

Signaling: Continuous automatic signaling with automatic train

supervision and protection has been planned for all the three lines along
with cab signaling. Underground line no.2 is being equipped with
Automatic Train Operation System (ATO). The Automatic Train
Operation has been introduced for the first time in India.

Telecommunication: State- of- the-art fibre optic Transmission system of

Delhi Metro. The System comprises of TETRA digital mobile radio,
digital exchanges, direct line communication for train operations, Close
Circuit Television (CCTV) for underground Line No.2 and for curved

14
platforms in Line No.1, master clock, centralized Public Address System
and Public Information Display system.

Track Structure: The Delhi Metro has been built on broad guage (5’.6”)
with UIC 60kg Head Har4dened rails and Vossloh fastenings without
ballast.
Fare Collection the 21st century way: The Ticketing system is fully
automatic. Metro passengers face the option of using contact-less smart
cards and contact-less tokens. The token can be used for a single journey
whereas smart cards are for multiple journeys. A ten percent bonus will
be available to passengers whenever they buy or recharge their Smart
Cards, There are two types of cards – one is Stored Value Card and
another Tourist Card. Stored value Cards are available in the
denomination of Rs.100/- , Rs.200/- and Rs.500/- and are valid for 1 year
fro, the date of purchase or the date of recharge whichever is later.
Tourist Cards are for unlimited travel over a short period of time.
Available with one day and three day validity periods for Rs.70/- and
Rs.200/- respectively.rs.100/- refundable deposit is to be made at the time
of buying a
Smart Card. Travel on the Metro will cost the commuter Rs.6/- as the
minimum fare and Rs.22/- as the maximum fare depending upon the
distance traveled by the passenger. Automatic flap type ticket gates
(entry, exit, and reversible) have been installed to help people enter and
exit the stations quickly.

The convenience of Park & Ride: Parking facilities are available at Metro
Stations for private vehicle owners who can park and ride on the Metro,
Special feeder buses are also provided for the benefit of the commuters.

World Class Safety Standards: The world’s most sophisticated and

advanced safety measures have been implemented in all Metro9 Stations
and trains, In the unlikely event of an emergency, the Metro System is
geared to evacuate all passengers within 5.5mtrs. from elevated stations
and 4mts. from underground stations. The hi-tech, Operational Control
Center (OCC0 ensured that if a train breaks down on track, other
scheduled trains will automatically stop at a safe distance away to avert
collision.

Ventilation and Air conditioning: For the comfort of passengers, trains

and all underground stations will be air conditioned and the tunnels

15
ventilated. The ventilation and air-conditioning arrangements in the
tunnel and underground stations are so designed that emergency
ventilation, when required, will continue to be maintained from the
standby generators.

The frequency and system capacity: Train frequency of 3 minutes during

peak hours has bee proposed on both the corridors to enable carrying
60,000 to 75,000 passengers per hour each way.

Depots: Three Maintenance Depots are located at Shastri Park, Khyber

Pass and Najafgarh.

Indigenization – International Technology with an Indian edge: The

Delhi Metro is absorbing the latest technology in the field of signaling,
Telecommunication, Rolling Stock Manufacture, Automatic Fare
Collection System, Traction and Track technology. The manufacture of
Modern Rolling Stock has already commenced in India after the initial
import coaches and Rolling stock being made by Bharat Earth Movers
Ltd, (BEML) at Bangalore in India are being inducted into the Delhi
Metro through gradual indigenization, Local vendors are being
encouraged to absorb new technologies in other areas also.

A Marvel of innovative construction

===========================
High Tech ‘underground’ Progress: The Underground section of the
Delhi Metro Project between Vishwavidyalya and Central Secretariat has
been developed using the latest International Technology, The 11kms
long section has ten stations at Vishwavidyalaya, Vidhan Sabha, Civil
Lines, Kashmere Gate, Chandni Chowk, Chawri Bazaar, New Delhi,
Patel Chowk and Central Secretariat. A maintenance depot along with
the coach stabling facilities for the underground line has been made in
the Khyber Pass area.
Two types of State-of- the art Tunnel Boring Machines have been used
for boring tunnels after conducting geological studies of the earth, These
are the Rock TBMs for boring through Quartz ire rock sections
encountered at places like Chawri Bazaar, Central Secretariat and Old
Secretariat and EPBM (Earth pressure balance machines) for boring
through softer soil. The New Austrian Tunneling Method (NATM) has
also been used.

16
The Yamuna Bridge- new heights of achievement: The building of the two
track – Metro Rail Bridge across Yamuna exemplifies the expertise,
planning and attitudinal excellence that has gone into making of the
Shahadra – Tis Hazari Section if the Delhi Metro Rail Network.
The State-of –the-art, 553 meters long continuous, singles pre-stressed
box girder, for two tracks across the river Yamuna, was completed on 2nd
February,2001 in a period of just 30months by using a special technique
called “Incremental Launching”. This construction technique is ideal for
busy cities because it allows construction without any major disruption of
traffic. Since the bridge is advanced by sections, unlikely conventionally
built bridges, there are no joints and this has also ensured a smoother
journey for commuters.

Ballastless Tracks – tomorrow’s technology, today: A showcase of the latest

in railway technology, the Delhi Metro Rail is on “ballastless tracks” on
the elevated viaduct and the underground corridor, thus minimizing the
need for track maintenance and also reducing the running dimensions on
structures. Besides lower maintenance and higher safety, this promises
minimal vibration and greater riding-comfort for passengers.

Special features of the Underground Metro:

 All Underground Metro stations are Air conditioned.

 Extremely Modern Train Operations and Signalling System with
Automatic Train Operations (ATO) being introduced for the first time
in India.
 Lifts and escalators at all Stations, The carrying Capacity of the lifts
have been increased to 13 persons in the Underground Section.
 Close Circuit Television coverage of Underground Stations to ensure
safety and security of Commuters.
 Mobile connectivity while traveling inside the train and at the stations.

Elevated Section – raising the benchmark

The Metro consists of an elevated viaduct, viaduct, which is built on

single piers, generally at a height of 10mts from the ground , using the
segmental construction technique, generally in the center of the road to
enable smooth traffic flow.

17
Technological extra-dose!
DMRC has built India’s first extra dosed bridge near Pragati Maidan.
At present, there are only 26extradosed bridges in the world. The main
span of this bridge is 93 meters long and does not have any piers to
support it. The total length of the bridge is196.3 meters an it has a 302
meters radius curvature as required by the alignment.

PHASE II
After completing Phase I of the Delhi Metro nearly three years ahead of
schedule, DMRC has now started construction of the second phase of the
project, which is scheduled to be completed before the Common wealth
Games in 2010.The detailed project report of Phase II has finalized
routes with a total length of 121.11 kilometers with 79 stations.
Section Length*
(Km)
Shahdara-Dilshad Garden 3.10
Indraprastha-New Ashok Nagar-Noida 15.10
Sec 32, City Centre
Yamuna Bank-Anand Vihar 6.20
Vishwavidyalaya- Jahangir Puri 6.90
Inderlok- Kirti Nagar-Mundka 18.50
Central Secretariat-Sushant Lok 20.16
Dwarka Sec 9-Dwarka Sec21 2.30
New Delhi-Airport 19.50
Anand Vihar-KB Vaishali 2.55
Central Secretariat-Badarpur 20.16
Total 121.11

Future plans
Airport link: Delhi Metro is planning to link New Delhi to the Airport
through a 19.50 km long corridor. The total journey in this high-speed
corridor would take jus t 16 minutes wit h trains running up to 135kmph
and will have just two stations between at Shivaji Stadium and Moti
bagh. As the route connects the Airport, check –in-facility will be
available at New Delhi and with the bus station at Connaught Place.

18
Metro in NCR
Delhi Metro is connecting areas like Noida, Gurgaon, Ghaziabad,
Bahadurgarh, Faridabad etc to the main city. Gurgaon and Noida
corridors have already been approved, whereas routes connecting
Faridabad & Bahadurgarh are yet to be sanctioned.

Metros in other Indian Cities.

At the behest of the State Governments of Andhra Pradesh,
Maharashtra, Gujarat, West Bengal and Kerala, DMRC has already
prepared Detailed Project Reports for Bangalore, Hyderabad, Mumbai,
Ahmedabad , kolkatta and Kochi Metros. Apart from these, the State
Government of Tamil Nadu has also approached DMRC for preparation
of a Detailed Project Report for Chennai Metro.

Consultancy

Today, Delhi Metro is visited regularly by personnel wanting to

understand how and what makes DMRC tick. Metro’s management
techniques have aroused the curiosity of a host of organizations.
Countries like Pakistan, Bangladesh, Indonesia, Sri Lanka, Syria,
Ireland, etc. have also shown interest in understanding our technology
techniques.

19
ROUTE MAP- PHASE-I &PHASE-II

20
IT’S JUST WHAT DELHI NEEDED: - BENEFITS OF THE PROJECT
==========================================================

 Creating a better environment:

Delhi Mass Rapid Transit System (MRTS) is essentially a ‘social sector’

project, whose benefits will pervade over wide sections of the economy.
The first phase will generate substantial benefits to the city. 21.82 lakh
commuter trips per day will be siphoned off the roads.
This would mean:
• 2,600 less buses on the roads.
• Increasing in average speed of road buses from 10.5 km/h to 14
km/h.
• Saving of 2 million man-hours per day due to reduced journey
time.
• Saving in fuel cost worth Rs.5 billion per year.
• More comfortable & safe travel for the commuters.
• Reduction in atmospheric pollution levels by 50%.
• Reduction in accident rates.
• Improvement in the Quality of life.

DMRC’s Environmental Policy

• Adopt environmental –friendly methods and practices so as to

cause minimum inconvenience to the public & prevent ecological
degradation.
• Create assets that are aesthetically appealing, optimize the use of
energy and cause minimum impact on the environment.
• Conserve and enhance green cover through transplantation of trees
and compensatory afforestation.
• Make all efforts to create environmental awareness among our
employees, contractors and metro users.
• Strive for continual improvement in our environmental policies,
processes and procedures.
• Comply with applicable local and national environmental
legislation.

21
  Saving Space:
Metro will reduce journey time by 50 to 75 percent.

 Socio-Economic Benefit:

 With the completion of the first phase of the metro, the ci

ty of Delhi will experience a net benefit of 437.23 lacks rupees per day.

 We owe it to our future generations- MRTS Comfortable Travel

A feasibility study for introduction of a Mass Rapid Transit System in

Delhi was completed in the year 1990 and it recommended a network
aggregating 240 Kms to meet the projected traffic demand for the
horizon year 2021.

Delhi Metro gets OHSAS 18001

The Delhi Metro has been awarded OHSAS 18001 (Occupational Health

and Safety Assessment sequence 18001) by Registro Italiano Navale India

Pvt. Ltd. (RINA), Genova. DMRC may be the only operational metro to

receive this certificate in such a short span of time.

Metro Receives ISO 14001 Certificate

The Delhi Metro Rail Corporation (DMRC) has also received the ISO
14001 certificate for establishing an environmental management system
making it the First Metro in the World to receive this certification at the
construction stage of the Metro.
The United States-Asia Environment Programme (US-AEP), the New
York Mass Rapid Transit System and the Confederation India Industry
assisted the DMRC in achieving this certification within 15 months.
The DMRC Corporate Culture already specifies that the Metro
construction should not lead to ecological or environmental degradation

22
and for every tree cut during the construction ten trees have been planted
in advance by DMRC as compensatory a forestation. In addition
environmental impact assessments are done for every section of the
Metro to ensure that the ecological balance is not disturbed by Metro
construction activities.

23
 DMRC's CORPORATE MISSION
• To make the first phase of the MRTS fully operational by March
2005.
• To complete the project within the estimated cost (except for
inflation).
• To make it a world class Metro - A vehicle to promote dignity and
discipline in the city.

DMRC’s CORPORATE CULTURE

• Total dedication & commitment to Corporate Mission.
• Integrity of executives & staff should be beyond doubt.
• Punctuality is the key word to our culture.
• Targets are most sacrosanct.
• Organization must be lean but effective.
• Corporation must project an image of efficiency, transparency,
courtesy and "we mean business" attitude.
• Construction activities should not inconvenience or endanger
public or leave unsightly scars in the city.
• All our structures should be aesthetic and merge well with the
surroundings.
• Construction should not lead to ecological or environmental
degradation.
• Dignity is in performing our duty well.
• Public complaints are to be immediately attended to.

24
 Organizational chart of DELHI METRO RAIL CORPORATION.

Managing director

Director Director (O)

Director (P) Director (F)
(RSE)

GM
Exc. Director Exc. (O&RS)
(AP)
All GM (F)
Director

GM (M)
All CPMs All CEEs CPO

GM (F)
Company
CA DY. COS
Secretary

CUP JGM (R&T)

GM (L) AGM (O)

CPRO Training
school

25
 CPM-Chief Project Manager
CA-Chief Architect
CUP-Chief Urban Planner
GM (Legal)-General Manager (Legal)
CPRO-Chief Public Relation Officer
CEE-Chief Electrical Engineer
Dy. COS-Dy. Controller of Stores
GM (F)-General Manager (Finance)
CPO-Chief Personnel Officer
Company
Profile of other
participating
organizations.
GM (O&RS)-General Manager
(Operation & Rolling stock)
GM (M)-General Manager
(Maintenance)
JGM (R & T)-Joint General Manager
(Recruitment and Training)
AGM (O)-Assistant General Manager
(Operation)
26
=============================================================

ALL INDIA INSTITUTE OF MEDICAL SCIENCES.

=========================================

AIIMS WAS CREATED IN 1956 TO SERVE AS NUCLEUS FOR

NURTURING EXCELLENCE IN ALL ASPECTS OF HEALH CARE.

Creating a country imbued with a scientific culture was

Jawaharlal Nehru's dream, and immediately after independence
he prepared a grand design to achieve it. Among the temples of
modern India which he designed, was a centre of excellence in
the medical sciences. Nehru's dream was that such a centre
would set the pace for medical education and research in
Southeast Asia , and in this he had the wholehearted support of
his Health Minister, Rajkumari Amrit Kaur.

The health survey and development committee ,chaired by Sir

Joseph Bhore, an Indian Civil Servant ,had in 1946 already
recommended the establishment of a national medical centre
which would concentrate on meeting the need for highly
qualified manpower to look after the nation's expanding health
care activities . The dreams of Nehru and Amrit Kaur and the
recommendations of the Bhore Committee converged to create
a proposal which found favor with the government of New
Zealand. A generous grant from New Zealand under the
Colombo Plan made it possible to lay the foundation stone of All
India Institute of Medical Sciences (AIIMS) in 1952.The AIIMS
was finally created in 1956,as an autonomous institution
through an Act of Parliament ,to serve as a nucleus for nurturing
excellence in all aspect of health care.

All-India Institute of Medical Sciences was established as an

institution of national importance by an Act of Parliament with
the objects to develop patterns of teaching in Undergraduate

27
and Post-graduate Medical Education in all its branches so as to
demonstrate a high standard of Medical Education in India; to
bring together in one place educational facilities of the highest
order for the training of personnel in all important branches of
health activity; and to attain self-sufficiency in Post-graduate
Medical Education.

The Institute has comprehensive facilities for teaching, research

and patient-care. As provided in the Act, AIIMS conducts
teaching programs in medical and para-medical courses both at
undergraduate and postgraduate levels and awards its own
degrees. Teaching and research are conducted in 42 disciplines.
In the field of medical research AIIMS is the lead, having more
than 600 research publications by its faculty and researchers in
a year. AIIMS also runs a College of Nursing and trains students
for B.Sc.(Hons.) Nursing post-certificate) degrees.

Twenty-five clinical departments including four super specialty

centers manage practically all types of disease conditions with
support from pre- and Para-clinical departments. However, burn
cases, dog-bite cases and patients suffering from infectious
diseases are not entertained in the AIIMS Hospital. AIIMS also
manages a 60-beded hospital in the Comprehensive Rural
Health Centre at Ballabgarh in Haryana and provides health
cover to about 2.5 lakh population through the Centre for
Community Medicine.

Objectives of AIIMS

• To develop a pattern of teaching in undergraduate and

postgraduate medical education in all its branches so as to
demonstrate high standard of medical education to all
medical colleges and other allied institutions in India.
• To bring together in one place educational facilities of the
highest order for the training of the personnel in all
important branches of the health activity.
• to attain self sufficiency in postgraduate in medical
education.

28
Functions of AIIMS

• Undergraduate and postgraduate teaching in medical and

related physical biological sciences.
• Nursing and dental education
• Innovations in education.
• Producing medical teachers for the country.
• Research in medical and related sciences.
• Health care : preventive, promotive and curative; primary,
secondary & tertiary.
• Community based teaching and research.

all aspects of health care

INSTITUTE BODY

Dr. Anbumani Ramadoss

Union Minister for H&FW & Chairman
President, AIIMS
Shri. R.K. Dhawan, MP (RS) Member
Prof. Vijay Kumar Malhotra,
Member
MP (LS)

29
Dr. Karan Singh Yadav, MP
Member
(LS)
Prof. Deepak Pental, VC,
Member
Delhi University
Shri Naresh Dayal, Health
Member
Secretary
Dr. R.K. Srivastava, DGHS Member
Dr. Shyam Prasad, Vice
Member
President, NBE
Dr. S.S. Agarwal, CDRI ,
Lucknow
Member
Dr. S.S. Agarwal, Former
Director, SGPCI
Prof. B.P. Chaterjee, IACS,
Member
Kolkatta
Shri. R.P.Agrawal, Secretary,
Member
HRD
Prof. K.K. Talwar, Director,
Member
PGI, Chandigarh
Prof. Kartar Singh, Director,
Member
SGPGI, Lucknow
Prof. R. Surendran, HOD,
Member
Chennai
Dr. (Mrs.) Nilima Arun
Kshirsagar, Dean, HOD, SGS
Member
Med. College
KEM Hospital, Mumbai
Shri Raughbir Singh, Addl.
Member
Secretary & FA, MHFW
Prof. P. Venugopal, Director, Member-
AIIMS Secretary
Smt. Bhavani Thyagarajan, Jt.
Special Invitee
Secretary, MHFW
Dean (Acad.) AIIMS Special Invitee
Dr. T.D. Dogra, Dean (Exam.),
Special Invitee
AIIMS

30
 GOVERNING BODY

Dr. Anbumani Ramadoss

Chairman
Hon'ble Minister H&FW
Shri. R.K. Dhawan, MP (RS) Member
Dr. Karan Singh Yadav, MP
Member
(LS)
Shri Naresh Dayal, Secretary
Member
(HFW)
Member (Ex-
Dr. R.K. Srivastava, DGHS
officio)
Member (Ex-
Shri Raghubir Singh, AS & FA
officio)
Dr. Shyam Prasad Member
Prof. K.K. Talwar Member
Prof. Kartar Singh Member
Prof. R. Surendran Member
Prof. P. Venugopal, Director, Member-
AIIMS Secretary
Smt. Bhavani Thyagarajan, Jt.
Special Invitee
Secretary, MHFW
Dean (Acad.) AIIMS Special Invitee
Dr. T.D. Dogra, Dean (Exam.),
Special Invitee
AIIMS

FINANCE COMMITTEE

Shri Naresh Dayal, Health

Chairman
Secretary (HFW)

31
Prof. Vijay Kumar Malhotra,
Member
MP (LS)
Shri. R.K. Dhawan, MP (RS) Member
Dr. R.K. Srivastava, DGHS Member
Shri Raghubir Singh, AS & FA Member
Dr. Shyam Prasad Member
Shri. R.P.Agrawal, Secretary,
Member
HRD
Prof. S.S. Agarwal Member
Prof. P. Venugopal, Director, Member-
AIIMS Secretary

ESTATE COMMITTEE

Prof. V.K. Malhotra Chairman

Dr. Karan Singh Yadav, MP
Member
(LS)
Dr. R.K. Srivastava, DGHS Member
Prof. S.S. Agarwal Member
Shri Naresh Dayal, Secretary
Member
(H&FW)
Prof. Deepak Pental Member
Shri Raghubir Singh, AS & FA Member
Shri. R.P.Agrawal, Secretary,
Member
HRD
Prof. P. Venugopal, Director, Member-
AIIMS Secretary

ACADEMIC COMMITTEE

Prof. Nilima Arun Kshirsagar Chairman

Prof. R. Surendran Member
Prof. Kartar Singh Member

32
Prof. K.K. Talwar Member
Dr. R.K. Srivastava Member
Dr. Shyam Prasad Member
Prof. B.P. Chaterjee Member
Shri. R.P.Agrawal Member
Prof. P. Venugopal, Director, Member-
AIIMS Secretary

HOSPITAL AFFAIRS COMMITTEE

Prof. S.S. Agarwal Chairman

Shri. R.K. Dhawan, MP (RS) Member
Dr. Karan Singh Yadav, MP
Member
(LS)
Dr. R.K. Srivastava Member
Shri Naresh Dayal, Secretary
Member
(HFW)
Shri Raghubir Singh, AS & FA Member
Prof. Nilima Arun Kshirsagar Member
Prof. K.K. Talwar Member
Dr. Shyam Prasad Member
Prof. P. Venugopal, Director, Member-
AIIMS Secretary

SELECTION COMMITTEE

Prof. R. Surendran Chairman

Dr. Karan Singh Yadav, MP
Member
(LS)
Dr. R.K. Srivastava Member
Prof. K.K. Talwar Member
Prof. Kartar Singh Member
Shri. R.P.Agrawal Member
Prof. Nilima Arun Kshirsagar Member

33
 Dr. Shyam Prasad Member

Specialty Centers

• Cardio-Thoracic Sciences Centre

• Centre for Dental Education and Research
• Neurosciences Centre
• Dr. R.P Centre for Ophthalmic Sciences
• Dr. B.R.A Institute-Rotary Cancer Hospital
• De-Addiction Center

• Jai Prakash Narayan Apex Trauma Center

Departments

34
• Anaesthesiology
• Anatomy
• Biochemistry
• Biomedical Engineering
• Biophysics
• Biostatistics
• Biotechnology
• Cardiology
• Centre for Community
Medicine
• College of Nursing
• Dermatology &
Venereology
• Endocrinology,
Metabolism & Diabetes
• Forensic Medicine
• Gastroenterology and
Human Nutrition
• Gastrointestinal Surgery
• Haematology
• Hospital Administration
• Laboratory Medicine
• Medicine
• Microbiology
• Nephrology
• Nuclear Medicine
• Nuclear Magnetic
Resonance Imaging
• Obstetrics and
Gynaecology
• Orthopaedics
• Otorhinolaryngology
• Paediatrics
• Paediatric Surgery
• Pathology
• Pharmacology
• Physiology
• Physical Medicine &
Rehabilitation
• Psychiatry
• Radio Diagnosis
• Reproductive Biology
• Surgical Disciplines
• Transplant Immunology
& Immunogenetics
• Transfusion Medicine
(Blood Bank)
• Urology
35
DENA BANK

Dena Bank was founded on 26th May, 1938 by the family of Devkaran

Nanjee under the name Devkaran Devkaran Nanjee Banking Company

Ltd.It became a Public Ltd. Company in December 1939 and later the

name was changed to Dena Bank Ltd.

In July 1969 Dena Bank Ltd. along with 13 other major banks was

nationalized and is now a Public Sector Bank constituted under the

Banking Companies (Acquisition & Transfer of Undertakings) Act, 1970.

Under the provisions of the Banking Regulations Act 1949, in addition to

the business of banking, the Bank can undertake other business as

specified in Section 6 of the Banking Regulations Act, 1949. In the

current financial year the total deposits were up 18.19% and gross

advances increased by 27.87%. Retail credit and SME credit were up by

61.38% and 31.56%, respectively. Priority sector advances have

increased by 23.59% to Rs 6,979 crore and forms 41.5% of the net bank

credit.

36
Milestones

1. One among six Public Sector Banks selected by the World Bank for
sanctioning a loan of Rs.72.3 crores for augmentation of Tier-II
Capital under Financial Sector Developmental project in the year
1995.
2. One among the few Banks to receive the World Bank loan for
technological upgradation and training.
3. Launched a Bond Issue of Rs.92.13 crores in November 1996.
4. Maiden Public Issue of Rs.180 Crores in November 1996.
5. Introduced Tele banking facility of selected metropolitan centers.
6. Dena Bank has been the first bank to introduce:
• Minor Savings Scheme
• Credit card in rural India known as "DENA KRISHI SAKH
PATRA" (DKSP).
• Drive-in ATM counter of Juhu, Mumbai.
• Smart card at selected branches in Mumbai.
• Customer rating system for rating the Bank Services.

37
GAIL India limited:

Subsequent to giant gas finds in the late 1970's to develop the localized
natural gas markets, the Government of India set up the Gas Authority of
India Limited on August 16, 1984 with the following objectives:

• Augmentation and setting up of necessary plants and infrastructure

facilities for utilization of natural gas obtained from the country or
from sea or from other countries.
• To transport, treat, fractionate, purify and market natural gas
fractions.
• To formulate plans for proper utilization of natural gas fractions in
close coordination with the government and concerned industries,
including industrial users.
• To plan, design and construct pipelines, systems and related
facilities for collection, treatment, fractionation and marketing of
natural gas fractions.
• To promote research and development in natural gas transmission,
treatment and processing. Also to develop more efficient uses for
natural gas.

GAIL (India) Ltd (Erstwhile Gas Authority of India Ltd), India's

principal gas transmission and marketing company, was set up by the
Government of India in August 1984 to create gas sector infrastructure
for sustained development of gas market in the country.

38
 Today GAIL has expanded into Gas Processing, Petrochemicals,
Liquefied Petroleum Gas Transmission and Telecommunications. The
company has also extended its presence in Power, Liquefied Natural Gas
re-gasification, City Gas Distribution and Exploration & Production
through equity and joint ventures participations.

GAIL is rated among the top 10 Indian companies in terms of profits and
revenue according to October 2003 ET 500, a list of top 500 companies in
India compiled by the Economic Times daily. The company's turnover in
the financial year 2002-03 was Rs. 11,775 crore (US$2.5 billion) and its
net profit Rs. 1,639 crore (US$343 million).

GAIL is the owner and operator of:

• India's largest Gas Transmission Networks (4600 km pipelines)

• World's longest exclusive LPG pipeline (1269 km)
• Seven Gas Processing Facilities with an aggregate capacity of 1.3
MMTPA of LPG, Propane, Pentane and SBP
• India's largest gas-based Petrochemicals Complex with an installed
capacity of 260,000 TPA of Polyethylene (HDPE, LDPE, LLDPE)
• Optic Fibre Cable Network of more than 8,000 Kms to offer
bandwidth as a Carrier's Carrier in the Telecom sector.

GAIL is:

• An Equity Participant in 12 E&P blocks, including 11 blocks in

India and 1 block in Myanmar

• A JV Partner in CNG/ City Gas Distribution Projects in Delhi,

Mumbai and in Andhra Pradesh

• An Equity Participant in two CNG/ City Gas Distribution Projects

in Egypt

39
 • A JV partner in a gas-based 156 MW Gujarat State Energy
Generation (GSEG) Ltd's Power Plant

• A JV partner in Petronet LNG Limited to import LNG and deliver

Regassified LNG in the Indian Market.

The company has attained a leading status in the Indian business through
its all-round contribution to the nation's gas-based economy with a
countrywide presence of Pipelines, Plants, Marketing network, including
60 work centres, which is efficiently operated by a young team of less
than 3,500 employees, whose average age is 36 years.

GAIL is writing a new genetic code to achieve all-round excellence in

their services towards the people and nature. The Team GAIL
relentlessly strives to exceed the expectations of its customers and
endeavors to create superior value for all its stakeholders through the use
of the best standards of operations, technologies and safety, health and
environmental practices.

GAIL is moving forward to build a nationwide network of natural gas

pipelines - The National Gas Grid - to lead India into a clean fuel Natural
Gas Era.

Research methodology

40
Research Design: - a conclusive research using survey method
with the help of structured questionnaire was used, as it best
conforms to the objectives of the survey.

Meaning of Research:

Research in common parlance refers to a search for knowledge. One can

also define research as a scientific search for pertinent information on a
specific topic. In fact research is an art of scientific investigation. The
advance learner’s dictionary of current English lays down the meaning of
research as “careful investigation or inquiry especially through h search
for new facts in any branch of knowledge”. Redman and Morey research
as a “systematized effort to gain new knowledge”.

Research, is an academic activity and as such the term should be used in

a technical sense. According to Clifford Woody research comprises
defining and problems, formulating hypothesis or suggested solutions:
collecting, organizing , and evaluating data ,making deductions and
reaching conclusion and at last carefully testing the conclusion to
determine whether they are fit the formulating hypothesis. D.Slesigner
and M.Stepenson in the ency6clopedia of social science define research as
the manipulation of things, concept and symbol for the purpose of
generalizing to extend correct of verify knowledge whether that
knowledge aids in construction of theory or in the practice of an art.
Research is thus on original contributing to the existing stock of
knowledge making foe its advancement. It is the pursuit of truth with the
help of study, observation comparison, and experiment. In short the
search for knowledge through objective and systematic method of finding
solution to a problem.

The following diagram describes the overall methodology (research

procedure). It includes overall research design, data collection method
and the procedure followed for analysis.

41
Identification of the
project.

Drawing up of
questionnaire

Identification of the
companies to be
surveyed

Approaching the
concerned HR head of
the companies

Collection of primary
data: data filled in the
questionnaire by the
HR heads

Collection of the
secondary data:
company literature,
different books

Analysis of data

42
2. Data Collection Method:

A structured questionnaire was administered personally to the sample

respondents, keeping in mind the various aspects intended achieve
objective of project.Primary and secondary data has been collected
though a structured Questionnaire and company literature respectively.
Various other means like companies’ websites. The primary data
collected through Questionnaire has been tabulated for convenience.

PRIMARY DATA

The activities under this stage involved:

• Questionnaire preparation
• Structured Interview with concerned Key Personnel.
• Getting Questionnaire filled by concerned Key Personnel in Hr
department.

SECONDARY DATA

The resources of secondary data are:

• Different websites of organizations covered during study.
• Textbooks by K. Ashwathapa, C.B.Mamoria.
• Organization manuals, literature, reports etc.

ANALYSING THE DATA

• Recording of findings and suggestions

• Qualitative analysis of primary data
• Graphical analysis of primary data
• Interpretation of primary data

CENTRES TARGETTED

43
 The corporate offices of the following organizations has been covered
where actual planning are being done for their companies:

1. DELHI METRO RAIL CORPORATION

Shastri Park Train Depot
Delhi-110093.

1. ALL INDIA INSTITUTE OF MEDICAL SCIENCES

Ansari nagar,
New Delhi-110029.

3. GAIL INDIA LIMITED.

16,Bhikaji Cama Place,
R.K.Puram New Delhi-110066

4. DENA BANK
Parliament street,
New delhi-110001

Sampling:

The size of sample is depending on the variability in the population.

Sampling is the selection of representatives from the universe. Sampling
was done because it was not possible to cover all the people concerned.
It allows us to concentrate our attention on a relatively small number of
people & hence devote more energy to ensure that the information
collected from the representatives is accurate.

Characteristics of a sample size

• Sample design must result in a truly representative sample

• Sample design must be such which result in a small sampling error
• Sample design must be viable in the context of the funds available
for the research study.

44
 • Sample design must be in systematic way so that bias can be control
in better way.
• Sample should be such that the result of the sample study can
applied in general for the universe with a reasonable level of
confidence.

Sample description

A Sample size of 50 respondents had been taken. Survey conducted in

different departments of Delhi Metro Rail Corporation.

Method of communication:

Personal survey method was adopted to administer the questionnaire. As

the sample size was small, personal contact was best people suited people
of Delhi Metro Rail corporation were contacted and their responses were
taken.

45
 Limitations
Every research study has certain limitations. These could be due to
sample size, sampling techniques, time available, money etc. this study
has also certain limitations. The following are worth mentioning:-

1. As the subject under study involves large population size so

generalizations can’t be made.
2. Due to time and financial constrains the study is restricted to
central, south and north Delhi.
3. Sometimes respondents give altogether biased answers in
responding to the different questions.
4. Presence and persuasion by the questionnaire administrator also
influence the respondent.
5. Lack of time
6. Lack of financial resources

still every effort has been employed in order to reduce the impact of these
limitations.

46
RESEARCH FINDINGS
After the analysis and interpretation of the data, I made some
observations and findings, which facilitated to give some
recommendations to DMRC, for improvement in the TNA

Training needs analysis: A BENCHMARKING STUDY FOR

DMRC

BENCHMARKING

Benchmarking is one of the most effective tools in creating a better

organization. As the name suggests, Benchmarking is a comparative
strategy that measures how a particular business process differs from
another one that is known to be distinctly superior. Various types of
Benchmarking are possible.

1) Internal Benchmarking : Comparison of two similar

processes within
the same firm.
2) Competitive Benchmarking: When the process is compared with
that of a
rival firm
3) Generic Benchmarking : When the process is being assessed
against
one in another industry.

The Benchmarking process is made up of the following steps:

1) Identify what is to be benchmarked

2) Create the goal of the Benchmarking process: somewhat better,
best in
class or best in all classes
3) Identify comparative companies where these performance levels
exist for
the function in question.

47
 4) Determine the data collection method and compare the data.
5) Determine the current performance gap
6) Project the future performance level
7) Communicate Benchmark findings and gain acceptance
8) Establish functional goals
9) Develop action plans
10) Implement specific actions and monitor the progress
11) If necessary, recalibrate Benchmarks.

The process attains maturity when the firm attains leadership

positions and when these practices are fully integrated into process.
Benchmarking offers a reliable, proven method to improve ones
business. It is much more effective then conventional initiatives like
TQM. Companies wanting to remain strong and healthy have no
option but to benchmark.

48
Graphical representation of data collected.

1 = Excellent, 2 = Very Good, 3 = Good, 4 = Satisfactory

2.5

1.5
COACHINGANDMENTORING
1

0.5

0
DMRC GAIL DENA BANK AIIMS

EXPLANATION

Above shown graphic representation depicts the position of

coaching and mentoring which is an important factor in the
training need analysis. Graph shows that Dena bank
employees are the most satisfied people in the comparison,
rest all rate there organization same.

49
 3
2.5
2
1.5
ORGANIZATIONALAWARENESS
1
0.5
0
DMRC GAIL DENA BANK AIIMS

Explanation

Regarding organizational awareness again Dena bank and

Gail tends to be the best aware organization who rated them
self well, they are the most satisfied employees regarding the
awareness of the organization.

3.5
3.4
3.3
3.2
3.1
EMPLOYEEMOTIVATION
3
2.9
2.8
2.7
DMRC GAIL DENA BANK AIIMS

Explanation

As per the graph representation and the research made in

training need analysis the points are very clear that Dmrc has
the lowest motivation to its employees just 3.5.

50
 3
2.5
2
1.5
INTERPERSONNELSKILLS
1
0.5
0
DMRC GAIL DENA BANK AIIMS

Explanation

This is bit relaxing that on the interpersonal skills level

Dmrc is having the most satisfied employees then in
comparison with other employees.

51
 CONCLUSIONS:

DMRC is one govt. organization that is considered as an “ISLAND OF

EXCELLENCE“ for its culture and work ethics but after the survey I
came to know that the motivational level of the employees is too low.
DMRC needs to empower its employees and concern about the
organizational awareness as the suggestions of the employees regarding
the improvement of an ambience must be taken seriously. As per the
interpersonal skill of the employees of DMRC are concerned, It is up to
the mark but still it needs to do little bit of improvements for the effective
running of an organization.
Here are the following guidelines/suggestions . it
might implement:

Coaching and Mentoring:

Proper steps should be taken for mentoring:
 Establish program objectives.
• Retention of quality teachers
• Support teacher morale, communication&
collegiality
• Should build a sense of professionalism

 Manage the local mentor program.

• Delineation of the roles and responsibilities of mentor
teachers.
 Develop the program design.
• Opportunities for communication &feedback among
program participants.
• Professional development activities for the teachers to
implement the SOL(standard of learning) and
technology standards for documentation.

52
  Develop the mentor selection criteria.
• Mentors must guide teachers in the program through
demonstrations, observations and consultations to
promote instructional excellence.
• Mentors must have a possession of effective
interpersonal and collaborative skills.

 Establish administrator responsibilities.

• Supervision and evaluation of professional
relationship developed by mentors and teachers.

 Develop mentor training.

• Dealing with difficult or resistant people and conflict
resolution.
• Enhancing communication skills
• Developing knowledge of policies and procedures
including student assessment curriculum ,guides and
supplemental resources.

 Evaluate the effectiveness of the mentor program.

• Evaluation should be comprehensive and ongoing and

should include multiple criteria that are related to
program goals and objectives. Effective evaluation
includes the identification of the specific data sources
to be used. Sources may include surveys, portfolios
and reflective journals, systematic observation
(formal, informal) interviews, student outcomes (SOL)
performance etc.

Employee Motivation:

53
  Communication:
It is a critical component. Employees must
understand expectations as informed employees tend to the
most motivated one.
• Define goals
• Listen I intently (Encourage input from all areas).
• Creating a sense of purpose helps in promoting team
work and instills a sense of pride.

 Empowerment:
• Promote ownership
• Let the teams or departments to make their own
rules. It stimulates self motivation.
• Empower your employees by authorizing them to
take action. It will impart a sense of pride and
ownership in an organization.

 Recognition:

• Make your employees feel appreciated.

• Look beyond money(personalized heart felt gestures
of appreciation).
• Reward effort as well as outcome.

Organizational Awareness:

 Introduction of the written job chart.

 Introduction of suggestion box system in which employees
could give suggestion regarding the improvement of

54
 production process, controlling environ mental pollution,
safety programs.
 Both way quality circle programs.

Interpersonal skills:
 Treat others with respect, fairness and consistency.
 Interaction with others in ways that are friendly,
courteous, and tactful and that demonstrate respect for
individual cultural differences and for the attitudes and
feelings of others.
 Demonstrate empathy and understanding when addressing
sensitive issues with others.

55
BIBLIOGRAPHY

 BOOK on Research methodology by C.B Kothari

 Book on Human resource management by VSP Rao.
 Internet site
www.delhimetrorailcorporationlimited.com

 DMRC brochures

56
 APPENDICES

QUESTIONNAIRE ON TRAINING NEEDS & ANALYSIS (TNA)

NAME OF THE RESPONDENT : …..........................

QUALIFICATIONS : ………………….
JOB TITLE : …………………..
DEPARTMENT NAME : ………………….
YEARS IN THE SERVICE : …………………..
DATE : ……………………

Please rate the relative value of the following questions/comments of the training
program as
(1=excellent, 2=very good, 3=good, 4=satisfactory, 5=not satisfactory at all or poor)

1. How comfortable do you feel using computers? ...............

2. How would you rate your level of job satisfaction? ............

3. Coaching and mentoring systems available for the staff. ………

4. How would you rate your written communication skills? ……….

5. How would you rate your oral communication skills? ……….

6. How would you rate your work related knowledge ? ………

7. How would you rate your awareness about the organizational

policies/plannings …………

8. There is a regular meeting of departmental staff in order to

improve the interdepartmental operations & coordination.
………..

9. How would you rate your awareness of all the activities in the
organisation which may affect your area of work? …………..

10. How much motivated you feel during your work? ……………

11. How would you rate your interpersonal skills? ……………

12. There is culture of continuous improvement where you are always

trying to learn how to work better & improve operating practices.
…………

57
 13. When things go wrong, reasons for it happening are examined in a
constructive manner rather than seeking to place blame. ………

14. How would you rate your ability to work in a team? ………..

15. Communication channels are clear, accessible & used effectively.

……….

16. Communication flows 3600 within the organization.

………………..

17. Seminars/presentations are conducted in the organization

…………………

18. Job analysis carried out to identify the skill & knowledge required
for the tasks. ……….

19. How would you rate your encouragement to identify your own
development needs? ………….

20. Proper Benchmarking is carried out for all operational

parameters. ……….

Please use the following space to note down any further comments and suggestions
…………………………………………………………………………………………

58