NARSEE MONJEE INSTITUTE OF MANAGEMENT STUDIES

(DEEMED UNIVERSITY)

 

DISTANCE LEARNING PROGRAMMES IN MANAGEMENT

MAY 2005 EXAMINATION

 

TRAINING & DEVELOPMENT /

TRAINING FOR MANAGERIAL GROWTH

 

DHRM / PGDHRM / PGDBM II

 

 

DATE : 12 / 5 / 2005 TOTAL MARKS : 100

TIME : 10 AM TO 1 PM

 

Instructions

1. Please be brief & to the point.
2. Please state your assumptions clearly
3. Answer from the HR & Training angle
4. Question Number 1 is compulsory & carries 40 marks
5. Attempt any three questions from Q No 2 to 5, each carrying 20 marks

 

Q.No. 1 Read the following taped conversation & design training programme based on your understanding. Marks 40

Radhika Iyer (School Teacher) : That feeling for the customer is simply not there. The customer is not a person but a collective noun. If the customer was important, wouldnt my water purifier Company tell me when it changed the service agent? When I called the number in my contract card, I discovered that the number now belonged to a courier company. I had to call the head office in Mumbai and get the new service agents number in Delhi.

 

Is this fair? Or does it matter? I guess the Companys attitude was: If a customer needs service, let her break her back and spend money to find out who the new agent is. The only motives are profits and sales volumes. Not customer loyalty or service. Therefore a customer is one who buys your product, not one who has bought your product. Once youve bought the product you are a has been. Why would you want to invest energy in a set of people to whom a sale has been made? You spend energy as long as a sale is not made. Once a sale is done, it is for the customer to invest energy in sustaining his relationship with the manufacturer. Isnt that how it is? The manufacturers attitude is-you need me more than I need you, so guess who should work harder?

 

And everyone once in a while, there is a new face at my door asking me if I own a Zento purifier. Dammit, dont you have a customer file? No, he says. We go from door to door. Splendid. Then what do you do with all the data you collect? And every one of these men asks me the same questions: when did you buy it, what is your model number, is it working properly? The worst is: What is your address? I dont care what the information is being used for. But I dont want to be disturbed for information, which you already have.

 

 

 

 

We believe that because India now manufactures Coke and Mercedes, we have progressed. But this new market is no different from the gray market, where you can buy anything but cannot expect service. For instance, I bought a packet of macaroni, which said I had to boil it in 250 ml of water. I did that, but after the prescribed five minutes of boiling, there was enough water left in the pan. I then boiled it for another three minutes, and the pasta dissolved into a unrecognizable mass.

 

One day, I met someone who worked for this macaroni company. I told him about my experience. He said I should let the pan rest for five minutes after turning off the heat. The residual water would get absorbed. That worked. Couldnt the firm have said so on the pack? Or is it cheaper to let the customer learn? Does the Company use experienced hands-on cooks while designing these products or are they MBAs who cant tell a stove from a cigarette lighter?

 

I bought a jar of mayonnaise the other day. The label said it should be used within six months. Of what? Of the date of manufacture or of the date of opening the seal? Do I refrigerate it or not? It takes us back to what I said before: once the sale has been made, the consumer does not matter anymore. The sale is not on the customers involvement, loyalty or satisfaction. It never was; it will never be.

 

 

Q. No.2 Please reply in just Four sentences ( Any Four) Marks 20

 

a. Four objectives of training evaluation

b. Four advantages of training policy .

c. Four benefits of training budget ..

d. Four important points from a recruitment policy

e. How does coaching differ from counseling? (Four Points )

f. Four important roles of a trainer ..

 

 

Q. No.3 Please read the following training perspectives & give your views ( Any Four) Marks 20

 

1. The performance of the organization over the last two months has been abysmally bad.. The entire staff is depressed & frustrated , the atmosphere at the performance review meeting is extremely tense. You are expected to make the opening remarks . You will ( Mention the opening remarks you would make )

 

2. There are reports that the sales executives & sales managers are continuously fighting with each other. It is spoiling the image of the organization in front of the customer. The matter has reached you . You will

 

3.Your boss is very angry that one year after the training programme, seventy percent trainees have less than fifty percent performance blaming that the initial training is away from the reality. You will..

 

4.The competitor has hired very skilled and aggressive field force for its new product that directly competes with your product. What efforts will you take to prepare your field force for the battle ?

 

 

5.You have planned the training programme for a fortnight & two days of the programme happened to be planned holidays for the organization . You will

 

Q.No.4 Designing the training programme without the identification of the training needs is just to justify the training managers existence in the organization ! Do you agree ?

How will you identify & justify the training needs in the organization ? Marks 20

 

 

Q.No.5 Write Short Notes ( Any Two ) Marks 20

 

1. Training effectiveness 4. Training feedback
2. Training Needs 5. Syndicate Method
3. Training Techniques 6. Principles of Learning

 

 

 

 

 

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