Chapter 01

1.1 Introduction about the study

The proposed research is focusing on the impacts of training and development in the area of employee satisfaction. Employee
satisfaction should be carefully monitored in an organisation because that variable would define the organisational performances in the business environment. Unsatisfied employees would not give their maximum to the organisation. Therefore the management of the organisation should consider the factors affecting to the employee satisfaction.

When conducting a research it is always essential to identify the dependant and independent variables and the significance of those variables as well. Independent variables are staying stand alone. Those variable would not have impact from other variables. Dependant variables would have dependency of other variables. Variables should be definitely identified and stated correctly when conducting the research.

Independent variable of the study is the need of training and development in the organisation. The employees should have the necessary skills and knowledge to perform in the organisation and to gain and improve the knowledge and skills they should have the proper training and development opportunities in the organisation.

The dependant variable of the study is employee satisfaction. Employee satisfaction is a qualitative measurement. Various factors would affect the employee satisfaction during the study it would be expected to assess how the organisational training and development functions would affect the employee satisfaction in the organisation.

1.2 About the organisation

Sri Lanka Telecom PLC is a public listed company in Sri Lanka which is functioning in the industry of information technology and telecommunication services. P.G. Kumarasinghe Sirsena is the chairmen of the organisation. The organisation has been functioning in the country for many decades and Sri Lankans are trusting the organisation because it has the government backup. The organisation is serving the country more than 150 years. SLT is known as the leader of digital revolution of the country. The majority of shares of the organisation is owned by the government of Sri Lanka.

Since the majority of shares are owned by the government of Sri Lanka, high level of impact can be seen to the organisation form the government and political changes. The management of the organisation would be changed due to the changing political environments of the country. Recently the management of the organisation was changed after the presidential election of the country. Not only that the telecommunication and the IT industry is changing rapidly due to the research and technological innovations of the country. The management of the organisation is giving high level of training and development opportunities to the employees to cope with these new technological changes in the world. The organisation would expect high level of performances and high level of consumer service from the employees. That expected level would be achieved through fulfilling their knowledge and skill gaps.

The organisation is making high level of profits to the government of Sri Lanka. Because of that the high level of government support would be given to the organisation to improve its performances. Below figure 1.1 and figure 1.2 depict the financial performances of the organisation.

Figure 1. Revenue and profit before tax of SLT

Figure 1. Profit after tax and earnings per share

The organisation has been performing well in the recent past years. But the management of the organisation was changed in 2015 and the organisation was facing the challenges of the change during that year.

The organisation is facing the high level of competition in the market. All the telecommunication service providers are providing their services for competitive price ranges. Also the consumer services of those competitive organisations are in high quality. To keep and improve the market share of the organisation SLT should provide better consumer satisfaction through their services. To give an improve employee satisfaction it is essential to manage the expectation of the employees.

Since the organisation is functioning in an ever changing industry the employee should improve their knowledge according to the enhancement of the technology. The employees should be given with appropriate opportunities to develop themselves in the organisation. It is essential to identify the training and development needs of the employees through their performances. The better performing employee would have the necessary skill set and less performances would indicate the need of skills and knowledge improvement.

The organisation is expecting to improve the performances of the employees in the organisation by improving their knowledge and skills. The new management of the organisation is focusing on the improvement of the employees. Therefore the organisation is expecting to improve the training and development function of the organisation. Mainly the employees would be trained to manage the change in the organisation. Also the training and development function would be introduced to improve the knowledge of informational technology and management practices.

1.3 Problem statement

During the research it would be identified how the organisational improve training and development activities are helpful to improve the employee satisfaction in the organisation. To show the better performances, employees should have the appropriate knowledge and skill sets. If the employees are able to show the high level of performances they would be appreciated in the organisation and their self satisfaction level would go up because of that.

The proposed organisation for the research is in the field of Information Technology and Telecommunication. The field is changing rapidly and because of that the organisation should be changing according to the new world’s technological changes. If the organisation is failed to adapt new changes to the organisation the organisation would be failed in the competition. Therefor the organisational improvements and status enhancements are not optional in the field.

The organisation has the ability of getting the competitive advantage in the market by providing the improved consumer services to the consumers. The consumers have the option of selecting the better service in the market and the organisation has the responsibility of attracting the consumers through the high quality service offering. The organisation is always trying to provide the best quality services to the consumers to attract and retain the consumers to the organisation. To do that the organisation should have highly motivated staff. Employee satisfaction has strong relationship with the motivation as well. Unsatisfied employee would not be motivated to achieve the organisational vision and mission.

Employee satisfaction is essential in the business field and the management of the organisation should highly focus on the employee satisfaction to improve the organisational performances in the market. The employee should have the essential knowledge and skill sets to perform their duties well. If they are performing well in the organisation they would be appreciated and therefore their satisfaction would go up due to that. They would be highly motivated to achieve the organisational expectations and because of that the organisation would be able to successfully perform in the market.

1.4 Objectives

Below mentioned objective are expected to be achieved through the study.

  • Identify the effective and efficient ways to establish the training and development functions in the organisation.
  • Assess the methods to improve the employee satisfaction through providing better training and development opportunities to the employee.
  • Identify the effective ways to assess the employee skill and knowledge gaps.
  • Identify the employee dissatisfaction factors in relevant to the lack of opportunities to the training and development opportunities of the organisation.

1.5 Significance of the study

During the study it would be assessed how to established effective training and development policies in the organisation. The effective training and development processes would encourage the employees of the organisation to be trained and developed well to perform well in the organisation. The outcomes of the study would suggest the organisation how to improve and enhance the process of training and development in the organisation.

Also the study assess the impact of training and development to the employee satisfaction. During the study employee satisfaction would be identified as the dependant variable and the outcome of the study would be complete picture of the employee satisfaction in the organisation. The management of the organisation would be able to get a clear idea about the status of employee satisfaction in the organisation and what is the impact to the employee satisfaction from the training and development processes of the organisation.

So the outcomes of the study would indicate ways to improve the organisational training and development functions and how to improve the employee satisfaction through those processes. The organisation would be benefitted highly from the findings of the research because their expectation of high performances in the market can be achieved through the findings of the study.

1.6 Structure of the report

Chapter 01 – This chapter contains the introduction to the study. What are dependant and independent variables would be discussed during this chapter. Also the basic introduction about the selected organisation, problem statement and objectives of the study would be discussed during this chapter.

Chapter 02 – Literature survey of the study would be discussed during this chapter. The relevant theoretical framework would be discussed and a good idea about the proposed study area would be identified through the chapter.