TRAINING AND DEVELOPMENT AT

SUMMER TRAINING PROJECT REPORT

SUBMITTED TOWARDS PARTIAL FULFILMENT
OF
BACHELOR OF BUSINESS ADMINISTRATION
(AFFILIATED TO CH. CHARAN SINGH UNIVERSITY)
ACADEMIC SESSION
[2014-17]
SUBMITTED BY:
Surbhi lahari
9358731
UNDER THE GUIDANCE OF:
EXTERNAL SUPERVISOR INTERNALSUPERVISOR
Mr. Vaibhav Kumar Mr. Dhurv Sharma
HR Manager Faculty of IMS

INSTITUTE OF MANAGEMENT STUDIES

UNIVERSITY COURSES CAMPUS, GHAZIABAD – 201009

1
SERIAL NO. TOPIC PAGE NO.

• DECLARATION I

• PREFACE II

• ACKNOWLEDGEMENT III

• INTRODUCTION 1 - 10

• COMPANY PROFILE 11 - 17

• TRAINING AND DEVELOPMENT 18- 22

• SWOT ANALYSIS 23

• OBJECTIVES OF RESEARCH 24

• RESEARCH METHODOLOGY 25 - 31

• DATA ANALYSIS & INTERPRETATION 32 - 47

• FINDINGS 48 - 49

• CONCLUSION 50 - 51

• RECOMMENDATIONS AND SUGGESTION 52 - 53

• BIBLIOGRAPHY 54 - 55

• QUESTIONNAIRE 56 - 60

INDEX

2
 DECLARATION

I hereby declare that study of “Training and development in KVQA” has been exclusively

done by me for the degree of Bachelor of Business Administration and not for any other

degree, Diploma or fellowship. This is my own study done under the guidance of guide and

Managers of the company.

I hereby declare that the contents of this report are true and best to my knowledge.

Shurbi lahari

9358731

3
 PREFACE

I am very happy to place this project in the head of my esteemed readers. Work on the

project of analysis of KVQA Certifying Company Training and Development is a

very tough task but through the helping of my colleagues, professors and the other

people it’s become simple.

I would like to introduce myself as one of those aspirants, who are trying to make

identity of their won in the crowd of approaches and opportunity.

The project provides practical environment for us to explore. This report is the

outcome of 30 days working with lot of enthusiasm and hardworking.

Through this project, I got good experience and learned a lot about HR and as well as

finance, which shall be of immense help in the future for me. I take this opportunity to

present this report and sincerely hope that it would be of great use to its readers.

4
 ACKNOWLEDGEMENT

It Would Be My Pleasure To Give My Hearty Thanks To Mr. Vaibhav Kumar, Senior

HR Manager, KVQA Noida For Giving Me The Ample Opportunity To Work With

Him In His Organization. At The Same Time I Would Like To Express My Deep

Sense Of Gratitude To Mr. Kush Kaushik And Mr. Lav Kaushik For Their

Enduring Patience, Valuable Guidance And Constant Encouragement During The

Course Of Project Work.

I Would Like To Convey My Sincere Thanks To Mr.Dhurv Sharma (Faculty) of

I.M.S.UC, Ghaziabad For Her Kind Help And Guidance.

My Sincere Thanks Are Due To All The Officers Of KVQA For Their Worthy Help

And Cooperation.

Finally, it’s my pleasure to acknowledge the kind help and cooperation of

all the respondents whom I met with throughout the duration of this project.

Surbhi Lahari
9358731

5
6
 INTRODUCTION

INTRODUCTION

In today’s business environment, the relation with customer and company has become

most critical since the evolution of mankind. Stakeholders are facing new challenges.

The demand for accountability and transparency is increasing, the tolerance for failure

decreasing. Partner with KVQA to build confidence and trust. Since 2001, KVQA has
7
worked alongside a number of companies. We are a leading provider of accredited

management system certification.

Since our formation in the year 2001, we have been issuing quality certifications for

individual projects as well as corporate houses. We provide quality certification

services in effective management control, marketing advantage, international

acceptance and competitive edge in quality & market-hold.

Our certification services are availed by the organizations looking for solutions to the

management of systems for quality, environment, occupational health and safety

management system as well as food safety. Further, our services also include third-

party auditing of processes and systems of any organization as well as training

programs for different ISO certifications to small/large or local/multinational

organizations.

Our team of technicians and engineers as well as other experts from associated

industries have helped us in earning consistent recognition in the industry sector.

Company: KVQA

Director’s: Kush Kaushik & Lav Kaushik

Established: 2001

Headquarter: Noida

Area Of Operation: All Over India

Working Profile: ISO Certifications(9001,1400,18001,22000 etc)

8
Our Commitment

To provide non-discriminatory, integrated, independent and impartial services to

customers.

Mission & Vision

 To provide best solutions to the global marketplace in terms of quality of

services by continuous improvement of process and management system.

 To become a pioneer in the area of certification and inspection.

 To achieve multi-fold business growth.

 Develop motivated, skilled and competent team to provide global services.

Company Values

We follow fixed and absolute core values that reinforce our unity and coherence as

well as ensure profitable growth of the organization as a whole. Our values focus on:

Integrity and ethics:

We follow principles of faith, honesty and fairness by clearly stating our contracts and

actions. Our team respect confidentiality of information provided by the clients.

Management of Impartiality

9
We deliver professional and unbiased advice to all our clients. To us all the customers

are special. Our reports comprise of accurate records of actions in line with our best

practices.

KVQA’s management is committed to impartiality:

The heads and personnel of the KVQA are free of commercial, financial and all other

influences which

could affect their impartiality. The staff's remuneration is affected neither by the

number nor by the result of the certifications performed. The Certification Committee

members of KVQA are exempt from technical instruction from outside regarding

certification activities and decisions. Assurance of impartiality is documented in the

Publicly available Brochure.

KVQA does not perform any advisory or consultative services for the setting-up of

management systems and carries out only Impartiality of advice is assured by means

of the stipulations in KVQA documents. All auditors sign a contract of Impartiality

and No conflict of interest agreements. Impartiality Committee analyses and

documents the relationships which may pose conflict of interest. It demonstrates how

KVQA eliminates or minimizes such threats related to impartiality.

10
Certificates Issued by KVQA:

11
12
13
14
15
16
COMPANY PROFILE

17
INTRODUCTION OF KVQA (Kvalitet Veritas Quaity Assurance)

K V Q A Certification Services Private Limited was registered in the Form- 1

Registrar of Companies under the Companies Act 1956 ( No. 1 of 1956 ) with number

U74140DL2010PTC199084432 dated 15/2/2010. We “KVQA” are an assessment and

certification body offering quality certification services to different organizations. The

certifications include solutions to the management of systems for quality,

environment, occupational health and safety management system as well as food

safety.

2. DAC (Dubai Accreditation Department) for ISO 9001 and ISO 27001. Website:

www.dac.gov.ae

KVQA is accredited by following two accreditations:

1. JAS-ANZ (Joint Accreditation System of Australia and New Zealand) for

ISO 9001, ISO 14001 and OHSAS 18001 only.

2. DAC (Dubai Accreditation Department) for ISO 9001 and ISO 27001.

Website: www.dac.gov.ae

We have issued more than 3,000 certifications in the recent five years. With the help

18
of our professional team, we also offer third-party auditing for various local and

multinational organizations. We strictly do not do management system consultancy

and we don't recognize any management system consultant.

Established at Delhi, we provide round the clock information of all the services

offered. The certifications provided supports our customer's pledge to improve the

overall quality of their business. Further, our team of technocrats and experts holding

experience in associated industries have also assisted us in establishing a long lasting

relationship with our clients. We are presently serving the establishment of

Government of India as well as other small/large scale or private/public organizations

in different industry. Some of the industry sectors covered by our services include

Public Administration & Govt. Organizations, pharmaceutical companies, software

& computer companies and food product manufacturers.

19
Organizational Chart:

20
TRAINING & DEVELOPMENT:

In order to convincingly advocate the benefits of training to the management & staff

of your company, it is essential that they understand the positive role that it can play

in improving organizational performance. Ensuring good performance of individuals

and teams is central to the work of the Training & Development function. In order to

do this a planned approach is necessary. The activities of the Training &

Development function must be closely linked to the overall business plan.

The impact T&D activity is meant to have on performance must be clearly defined

and will communicated. To be successful T&D activities must be supported by wider

T&D Policies and Procedures.

Training Vs Development: Training needs should be based on immediate needs for

changes in behaviour. The long range development goals should be based on the

acquisition of knowledge and skills to be used in the present as well as in the future.

Development looks down the road, and addresses helping people meet challenges,

create change and ensure the success of the organisation in the future.

21
 Methods Of Training:

WHY TRAIN?
To ensure that the training initiative you embark upon makes a real impact, brainstorm your team's

ideas on the impact of training under these 3 headings.

1. Saving Time

2. Saving Money

3. Saving Effort

It is important that the training manager is clear about the answers to these questions and is open to any

other possible benefits which the team might suggest. These responses should help shape the design of

any subsequent training interventions and send out a message to management and employees that

investment in training can result in real and tangible benefits to all stakeholders. The following are a

number of such benefits which can emerge from effective training:-

22
Benefits to the Company:

1 Increased productivity and profitability.

2 Raised standards of performance.

3 Expansion of the business.

4 Increased cash turnover.

5 Maximization of resources/greater efficiency.

6 Reduced waste.

7 Reduction in complaints.

8 Helps recruitment.

9 Lowers staff turnover.

10 Aids succession planning.

Benefits to Staff:

1 Shared work load.

2 Better team work.

3 Reduced overload.

4 Increased job satisfaction.

5 Better morale.

6 Greater professional and personal development.

Benefits to Customer:-

1 They know what to expect

2 Clearer brand association

3 More efficient, reliable service.

4 Less cause for complaint

23
STAGES IN THE TRAINING & DEVELOPMENT

PROCESS:

24
ESTABLISH THE BUSINESS PLAN

The Mission Statement represents the compass of the Company at the strategic level.

It provides direction and clarity on where the team or company should be going and

what is important on the journey. It outlines the business aims, who the customers are,

what their products and services are and what distinguishes their business from

competitors. The “Business Plan” of a company is essentially an amalgamation of all

plans from each department, or section (depending on the organizational structure).

These plans should span all areas of the operation from production, to purchasing,

marketing, subscriptions, finance and so forth. The training department must be fully

conversant with these plans in order that it can subsequently produce a training plan

which will facilitate their attainment. Close liaison in planning with managers

responsible for those respective areas is essential.

25
ESTABLISH A TRAINING & DEVELOPMENT STRATEGY & POLICY

A training strategy is an outline of how you propose to achieve what you have

decided and is central to the success of the training function within your organization.

It must take into account the calibre of the particular organisation as well as the

external environment in which the company operates. The three components of

training strategies are as follows:-

1 The T&D Mission.

2 The T&D Objectives/Goals.

3 The T&D Policy Procedures.

Examples of these are as follows:-

T&D Mission

This should summarise what the training department is about, as well as what direction it is going in

and, most importantly, it should reflect the corporate mission statement. It should include the higher

goals of the department and unlike training objectives, the mission cannot be measured.

Sample T&D Mission Statement:-

“The training department will provide a comprehensive range of training

programmers to all staff aimed specifically to meet their needs and to develop their

knowledge and skills in core areas, in order to achieve the business mission”.

T&D Objectives/Goals

Once the mission statement has been agreed, the training objectives should

specifically help the organization to meet its corporate objectives. These are
26
measurable goals outlining the aims of the department and outlining how the mission

will be achieved.

Sample T&D Objective:-

“To ensure all managers are trained in the skills of conducting appraisals so that the

new system of performance appraisal can be introduced within the next six months”.

T&D Policy & Procedures

T&D Policy & Procedures would typically include the following:

 Policy Overview

 Responsibilities for T&D

 *T&D Resources

 Overview of your T&D System

 Training Needs Analysis

 How it is conducted and by whom

 Training Plans

 How and by whom

 Training Implementation

 Issues and procedures

 Training Records

 Training Evaluation & Review

 T&D Process for an individual member of staff

*The total spend per annum for the T&D function should be broken down into spend

per employee, or number of training days per annum allocated to each employee.

A sample training procedure is described below.

27
“All training will be focused on current and future business needs. Staff and their line

managers will drive training programmers. A comprehensive training needs

analysis will be undertaken before any training begins. All training programmes will

be evaluated systematically. The training policy within the organisation will be

regularly reviewed to ensure it is in line with the company‟s overall objectives”.

SWOT ANALYSIS OF T&D ENVIRONMENT

It is essential that the training environment itself be evaluated to ensure that it is ready

to facilitate the delivery of the various aspirations, objectives and goals as outlined in

28
the Mission Statement and business plans. A “SWOT” analysis is advocated as a tool

which can be used in this analysis. Consider the following;

OBJECTIVES OF THE STUDY

29
 The purpose of the study is to investigate how effective the employee

training and development is for any organization.

 To discuss the current practices in organizations for training and

development that are supposed to contribute to the enhancement of the

employees’ skills and employee performance

 To evaluate the views of management personnel on effective employee

training and development program as enhancing the employee

performance.

30
Research Methodology

31
 Research M ethodolo gy :

Abstract

In today’s dynamic environment the stipulate for professional and highly skillful

workforce are necessary for every organization to perform well in this environment.

The employees need to be trained and the development of an employee to be highly

skilled is essential. The research proposes how the employee performance can be

enhanced by proper training and development. For the purpose of research of KVQA

company is selected. A questionnaire was distributed among the employees of

organization with people from different departments within the same organization. A

total of 50 questionnaires were distributed among organization including two

department heads of the organizations. The completed questionnaire forms the

foundation of this research.

32
Introduction:

There is a need in every organization to enhance the job performance of the

employees. The implementation of training and development are one of the major

steps that most companies need to enhance employee performance. With organization

having better trained and developed employees organizations are able to avoid

wasteful spending and improved performance.

In today’s environment employees or staffs are increasingly demanding

change, choice, flexibility, as well as variety in their work. The value of the

organization increases with better trained employees and also employees trained

properly are highly motivated and have a sense of responsibility as captivating the

organization as their own.

Research significance:

The purpose of the research is to conduct a descriptive study on the impact of training

and development to employee performance. The research specifically examines the

employee training and development program within an organization.

33
Limitation:

 Following are the some limitation of the study

 The sample size is not enough to give the complete picture of all organizations

functioning in Pakistan.

 Data is collected thorough simple structured questionnaire and other method

could have been used for collecting data

 Time factor as a constraint as did not have enough time to investigate other

organizations

Literature review:

An organization survives if it is performing well in the environment by being

profitable but if it fails to do so the organization may not survive. And worse is the

decay of both human and physical structures (Manguènnandongo, 2002). The

rationale of training and development is not only on the ordinary employees but as

well as to their executives, to develop skills required in the diversification and

competitiveness by making the organization successful. The benefits fall entirely for

the employees and for the private companies. The target of the program being

implemented in the companies is ultimately expected to contribute in the achievement

of the objectives of the companies, increase the competency in the market, and

improve the living conditions of the employees (ADBG, 2008). Under the

participation of the stakeholders, the guidelines and implementation of training in the

employees can achieve positive results. The workforce development is focused on

attracting, developing, and retaining, the best of the people from the broadest

business practices to meet the objectives or goals of the companies.

34
Intentionally, training and development are provided for the employees with best of

the career opportunities in different industry and encourages their individual growth

and achievement (Kruger, 2008).

Methodology:

Primary data is collected through survey which consist a questionnaire which contains

closed ended questions. Surveys provide quick, inexpensive, efficient and accurate

means of assessing information about the population. Also surveys are considered

quite flexible. Statistics are used to analyze the data. Secondary data is obtained from

articles, books and internet.

For this study, descriptive research method is utilized. In this method, it is made

possible that the study be cheap and quick. It can also suggest unanticipated

hypotheses. Also this method is very hard to rule out alternative explanations and

especially deduce causations. This descriptive type of research utilizes observations in

the study.

The purpose of employing this method is to describe the nature of a situation, as it exists at

the time of the study and to explore the cause of particular phenomena.

To come up with pertinent findings and to provide credible recommendations, this study

utilizes two sources of research: primary and secondary. Questionnaire survey and in-

depth interview was conducted. On the other hand, the secondary research data was obtained

from previous studies on the same topic.

This study is conducted with help of KVQA. The employees of the organization were

the sample size. This study encompasses the employees of KVQA.

35
Sampling:

Human resource at kvqa is the population. Fifty employees from different

departments of organization is the sample size.

Instrument: Structured questionnaire

Population: KVQA

Sample size: 50 employees

Scale: Ordinal

Sampling technique: Quota sampling

Ordinal scale is used as I am measuring knowledge, feeling, and experience of

employees. Quota sampling technique is used as to cover all the business level from

clerical to managerial level from different departments.

Ordinal scale is used as I am measuring knowledge, feeling, and experience of

employees. Quota sampling technique is used as to cover all the business level from

clerical to managerial level from different departments.

Analysis and recommendations:

Based on the results it is evident that training and development enhances the

employee performance. Through the training and development of people, the

responsibilities and the roles they play inside the organization is emphasized. There is

a great effect not only in the performance but also in the cost control and managing of

the employees. The need for the improvement in the employees’ skill is emphasized

by different business executives among the private companies.

36
An organizational culture where employees are considered an integral part of the

growth process of the organization fosters employee commitment towards the

organization. They align their goals and objectives with those of the organization and

feel responsible for the overall well-being of the organization. As their efforts are in

turn appreciated by the management and are better trained and developed, have

immense job satisfaction. In such organizational cultures, the employees are

committed to achieving their goals and thus have a positive effect on the overall

performance of the organization.

Organizational culture to a large extent determines the performance of the employees.

Therefore, it is in the interest of organizations to eliminate negative factors that slow

down employee performance in order to foster a positive workplace environment or a

positive organizational culture

37
Data Analysis

&

Interpretation

38
 1. Do you think the training program designed based on the requirements of the

job?

a) Yes-60 %

b ) No -16 %

Interpreta tio n

60 % of respondent rep lies b y saying yes and 16 %

says no and few respond en t says canno t say i.e 24 %

39
 2. Is the type of training you have taken applicable for the job after the training?

a) Yes-75 %

b ) No -9 %

c) Cann ot Say-16%

Interpreta tio n

75 % of respondent rep lies b y saying yes and 9%

says no and few respond en t says canno t say i.e 16 %

40
 3. Do you have known the objective of the training?

a. Yes-85 %

b . No -15 %

Interpreta tio n

85 % of respondent rep lies b y saying yes and 15 %

says no

41
 4. Does the training increase your motivation to the job you do?

a)Yes -65%

b )No -35 %

Interpreta tio n

60 % of respondent rep lies b y saying yes and 35 %

says no

42
 5. Does training improves your skills, knowledge, attitude change, new

capability

a. Yes-87 %

b . No -13 %

Interpreta tio n

87 % of respondent rep lies b y saying yes and 13 %

says no

43
 6. Does the training lead you to be satisfied with your job?

a.Yes -7 5%

b .No -25 %

Interpreta tio n

75 % of respondent rep lies b y saying yes and 25 %

says no

44
 7. Do you think the method of training used by the organization is effective

a) Yes-60 %

b ) No -16 %

c) Cann ot Say-24%

Interpreta tio n

60 % of respondent rep lies b y saying yes and 16 %

says no and few respond en t says canno t t say i.e 24 %

45
 8. Do you have enough training that enables you to do your job as required?

a)Yes -65%

b )No -35 %

Interpreta tio n

60 % of respondent rep lies b y saying yes and 16 %

says no and few respond en t says can no t say i.e 24 %

46
 9. Do you think the expenditure for employee training is enough?

a.Yes -7 5%

b .No -25 %

Interpreta tio n

60 % of respondent rep lies b y saying yes and 16 %

says no and few respond en t says cant say i.e 24 %

47
 10. Are you satisfied with the overall aspect of the training programs in the

organization?

a. Yes-87 %

b . No -13 %

Interpreta tio n

87 % of respond ent rep lies b y saying yes and 13 %

say no .

48
 11. In your opinion, do you think the organization effective from the training

expenditure? Yes/No.

a. Yes-87 %

b . No -13 %

Interpreta tio n

87 % of respond ent rep lies b y saying yes and 13 %

says no

49
 12. Are Training needs regularly assessed at your company?

a) Yes-60 %

b ) No -16 %

c) Cann ot Say-24%

Interpreta tio n

60 %of respon dent rep lies b y saying yes

and 16 % says no and few respon den t says can t say

i.e 24 %

50
 13. Does trainings have any weightage in performance appraisal?

a. Yes -75 %

b .No -25 %

Interpreta tio n

75 % of respondent rep lies b y saying yes and 25 %

says no

51
 14. Are you provided with refresher trainings or follow-up trainings at a regular interval?

a. Yes-87 %

b . No -13 %

Interpreta tio n

87 % of respondent rep lies b y saying yes and 13 %

says no

52
 15. Does the company conduct any kind of skill/personality development seminars for its

employees?

a) Yes-75 %

b ) No -9 %

c) Cann ot Say-16%

Interpreta tio n

75 % of respondent rep lies b y saying yes and 9%

says no and few respond en t says canno t say i.e. 16 %

53
FINDINGS

54
FINDINGS

 Assessing skills gaps

 Developing training strategies

 Designing curriculums and courseware

 Designing certification programs and assessment criteria

 Providing applications that support and encourage learning

 Implementing and administering LMSs

 Managing training content

 Setting benchmarks to measure training effectiveness

 Providing help desk services (single point of contact for learner requests)

 Providing learning analytics

 Training related to government regulations (e.g. safety or environmental

regulations)

 Training related to employment laws (e.g. equal employment opportunity laws)

55
CONCLUSION

56
 Co nclusion

O n t h e b a s i s o f t h e a n a l ys i s m a d e , t h e f o l l o w i n g c o n c l u s i o n s a r e

drawn.

 M a x i m u m n u m b e r o f t h e e m p l o ye e s f i n d s h e a l t h y

environment at work place.

 L a c k o f i n t e r e s t i n e m p l o ye e s a c t a s a b a r r i e r i n t r a i n i n g

programs.

 M a x i m u m e m p l o ye e s a r e s a i d t h a t t h e y g e t h e l p w h e n e v e r

they required

 E m p l o ye e s a r e s a t i s f i e d w i t h t h e t r a i n i n g a n d d e v e l o p m e n t

programs given them.

 The training program has helped in developing skills of

e m p l o ye e s .

 After attending the training programs has helped in

developing most of the worker find their attitude better

towards the job.

 Most of the employees wants to the workplace to be

redesigned where the training sessions are been conducted.

 E m p l o ye e s f e l t t h e t i m e w a s t a g e d u r i n g t r a i n i n g s e s s i o n

.But trainees were satisfied with activities conducted during

training programs because it was related to their jobs.

57
RECOMMENDATION &

SUGGESTION

58
 Recommendation and Suggestion:

1. Ensure the need requires training and development initiatives.

2. Decide on Timely Training Interventions choosing an appropriate

Training provider.

3. Create an employee “training-and-development-ready” environment.

4. Check the relevance of the initiatives to the skill you want the

employee to develop.

5. Set clear, specific training objectives for the provider and review the

same jointly with the trainee’s supervisors or managers.

6. Ensure the training and development module has specified objectives

with measurable outcomes built into it.

7. Arrange for managers and supervisors to attend the training session

either before or along with the employees.

8. Do a 360 degree appraisal of the training results.

9. Have one-to-one discussions between managers and employees before

the sessions.

10. Construct an overall Human Resource Development Process.

59
Bibliography

60
Bibliography:

www.kvqa.com

www.google.co.in

www.wikipedia.com

61
Questionnaire

62
1. Do you think the training program designed based on the requirements of the

job?

c) Yes

d ) No

e) Cann ot Say

2. Is the type of training you have taken applicable for the job after the training?

d ) Yes

e) No

f ) Cann ot Say

3. Do you have known the objective of the training

c. Yes

d . No

4. Does the training increase your motivation to the job you do?

a)Yes

b )No

63
5. Does training improves your skills, knowledge, attitude change, new capability

c. Yes

d . No

6. Does the training lead you to be satisfied with your job?

a.Yes

b .No

7. Do you think the method of training used by the organization is effective

d ) Yes

e) No

f ) Cann ot Say

8. Do you have enough training that enables you to do your job as required?

a)Yes

b )No

9. Do you think the expenditure for employee training is enough?

a.Yes

b .No

64
10. Are you satisfied with the overall aspect of the training programs in the

organization?

c. Yes

d . No

11. In your opinion, do you think the organization effective from the training

expenditure? Yes/No.

c. Yes

d . No

12. Are Training needs regularly assessed at your company?

d ) Yes

e) No

f ) Cann ot Say

13. Does trainings have any weightage in performance appraisal?

a. Yes

b .No

65
14. Are you provided with refresher trainings or follow-up trainings at a regular

interval?

c. Yes

d . No

15. Does the company conduct any kind of skill/personality development seminars

for its employees?

d ) Yes

e) No

f ) Cann ot Say

66