UNIVERSITÉ DU QUÉBEC À TROIS RIVIÈRES ESSAY MASTER OF BUSINESS ADMINISTRATION Human Resource Management: Training in VNPT Vinaphone Business Customer Company Name of student: Nguyen Cong Tien Name of supervisor: Le Tien Dat August 2017 ESSAY MASTER OF BUSINESS ADMINISTRATION HUMAN RESOURCE MANAGEMENT: TRAINING IN VNPT VINAPHONE BUSINESS CUSTOMER COMPANY Name of Student: Nguyen Cong Tien Name of Supervisor: Le Tien Dat AUG 2017 APPROVAL I approve the essay of Nguyen Cong Tien. LE TIEN DAT Date Supervisor i ABSTRACT Human resources are the key factor in maintaining a competitive advantage of enterprises in today’s constantly changing global environment. The efficiently implemented training program leads to better employee performance. The purpose of this study is to investigate the effect of employee training on organizational performance.
In particular, this study tests important variables that significantly affect the employee performance in VNPT Vinaphone Business Customer Company. Study is conducted by using mixed methods. First, the author performs qualitative methods to investigate related issues. After that, the author uses quantitative methods to supplement, clarify and reaffirm previous issues and statements.
It is evident from my research that a proper needs assessment, the extent of a training needs’ effectiveness, investment by the host organization, and the provision of training programs all significantly affect employees’ job performance and organizational performance. ii TABLE OF CONTENT APPROVAL. ii LIST OF FIGURES. v LIST OF TABLES.
viii CHAPTER 1: INTRODUCTION. Objectives of study. Significance of the study. Scope of the study.
Limitations of the study. Outline of the research. 5 CHAPTER 2: LITERATURE REVIEW. Overview of employee training.
Successful models of training and development. Identification of training Needs in an organisation. Effect of employee training on organizational performance. Data collection method.
Specific research methods. 24 CHAPTER 4: FINDINGS AND DISCUSSIONS. General Information of VNPT Biz .3 Summary of findings. 54 iii CHAPTER 5: CONCLUSIONS AND RECOMMENDATIONS.
57 APPENDIX 1: SURVEY QUESTIONNAIRE. 77 APPENDIX 4: INTERVIEW RESULT. 81 iv LIST OF FIGURES Figure 1: ADDIE Model. 7 Figure 2: Human Performance Technology (HPT) Model.
9 Figure 3: Systematic training process. 12 Figure 4: Employee Competence. 15 Figure 5: Research Model. 23 Figure 6: Organization Chart of VNPT Biz.
39 Figure 7: Training Process of VNPT Biz. 49 v LIST OF TABLES Table 1. Research sample statistics. Business results of the company 2015-2016.
Employee of VNPT Biz 2015 - 2016. 45 Table 4 Regression Result. Results of Identifying Training Needs. Result of Determining the training program.
52 vi ABBREVIATIONS ADDIE Analyze, Design, Development, Implementation and Evaluation AM Account Manager CDN Content Delivery Network FTTH Fiber To The Home HIS Health Information management System HPT Human Performance Technology HR Human Resource HRM Human Resource Management ICT Information and Communication Technology IDC Internet Data Center ISD Instructional Systems Design M2M Mobile to Mobile MBO Management by Objectives OECD Organisation for Economic Cooperation and Development PBID Performance-Based Instructional Design PSTN Public Switched Telephone Network SWOT Strengths; Weaknesses; Opportunities; Threats TFP Total Factor Productivity TIT Telecommunications and Information Technology VNPT VietNam Posts and Telecommunications Group VNPT Biz VNPT Vinaphone Business Customer Company vii ACKNOWLEDGEMENT I would like to sincerely recognize and appreciate the efforts of people who have given to me much consultant and idea in many way towards the successful completion of this research work. My thanks to my supervisor, Dr. Le Tien Dat, whose advice, guidance and thorough supervision helped me a great deal in producing this work. My special recognition goes to my colleagues who are experts and participate in my interviews and give me much great ideas.
My special recognition goes to all members of staff of the Faculty of International Training of Vietnam University of Commerce. My appreciation goes to my loving wife and children for their understanding throughout the period of this work. viii CHAPTER 1: INTRODUCTION 1. Background ICT is considered as a new mode of production and has made great contribution to the process of income generation.
ICT itself has quickly developed and become an innovative industry. In the context where the knowledge-based economy has created enormous data, it requires people to store and use effectively, and the ICT may be beneficial in this matter. Vietnam is a developing country with thousands of companies starting up and bankrupting per month. Taking the advantage of ICT may help these companies to be more stable and competitive.
Currently, Vietnam has joined into various international organizations (e. APEC, ASEM, ASEAN, WTO and TPP) with numerous threats and opportunities. In this context, Vietnamese companies have to make continuous changes for the survival as well as for the development. The Vietnamese Government has recognized ICT as a platform of infrastructure.
To improve the competitiveness of ICT companies as well as to promote investment in ICT service development under the objectives set out in the conditions of deeper international integration, additional policies supports, including incentive tax to further promote the application and development of ICT in Vietnam, are strongly necessary. The Government has also reduced 50% IT personal income tax to help ICT develop. IT human resources (HR) is considered core of IT industry in Vietnam. But in Vietnam ICT human resource is lack and weak.
IT men graduates from universities cannot meet the requirements of companies. The low quality of ICT human resource not only reduces the competitiveness of Vietnam's ICT industry, but also causes a huge waste of time and money in terms of the social. Research context To enhance the business effectiveness and to adapt to new situation, the Viet Nam Posts and Telecommunications Group (VNPT) performed restructure with targeting “Specialization – Distinction - Efficiency” that evokes the potential of human force, creates the momentum for consecutive development and leverages the internal power. VNPT Group has 3 corporations, including VNPT Vinaphone, VNPT Net and VNPT Media.
Before restructuring, VNPT Group had 44,000 employees, but only 4,000 sales men. Now VNPT Group has 15,000 sales men. That means 11,000 employees have to change their previous job to sales, leading to the changes in awareness, psychology and skills. Thus, the outside personnel are less likely to meet the needs of VNPT, VNPT itself 1 no lack of employee, but these employees need to be trained to change awareness (understand changing to better) and to meet the requirements of new tasks.
The VNPT - Vinaphone Business Customer Company (VNPT Biz) is a member of VNPT Vinaphone Corporation, incorporated from Vietnam Data Communication Company (VDC) and Vietnam Telecom National Company (VTN), two of member companies of VNPT Group in the past. The VNPT Biz is on behalf of VNPT Group in providing all of ICT products and services to organizations (B2B model). In the previous business model of VNPT, each company was responsible for different ICT fields. The main business activities of VDC Company were internet leased line, data center, software and system integration.
Meanwhile the main business activities of VTN Company were point-to-point leased line, and video conferencing. The process of restructuring, along with the changing business model from sale by product to sale all ICT products according to customer classification, requires a better understanding of all ICT products and services. However, the majority of employees of VNPT Biz from VDC Company and VTN Company were familiar with previous routine works, and lack adequate skills and knowledge in all of ICT products and services. As an important VNPT’s core value, developing human resource as well as building management capacity needs to be considered as the top priority, in order to support VNPT to get successes after restructuring.
In this context, one study that is conducted with the purpose of developing human resources for VNPT, particularly for VNPT Biz, is extremely essential. To stabilize the business and to enhance the company effectiveness, VNPT Biz has to consider developing effective HR policies and conducting specific training programs. These programs may be helpful in upgrading the skills of the staff to meet the requirement of new tasks. Also, by providing suitable programs, the company may have professional and highly skilled labor force, which is seen firmly important in competition.
Nonetheless, the current training programs of the company have not met the training needs of staff as well as the requirement of business practices. In this study, the effectiveness of current training programs will be examined, and the training needs will be identified. Based on such investigation, recommendations on effective training programs to improve the individual and organizational performance of the company will be proposed. Problem statement The attitude or awareness of employees is transformed into positive or negative behavior.
Sometimes, employees involve in training for personal reasons including enriching themselves; preparing themselves for positions in other organizations. Sometimes, trainers who do not take steps to identify training needs from defined competence gaps but base on habits and experiences. Criteria of trainee selection must be systematic and unbiased. It This selection must follow the processes set out to ensure that appropriate candidates for training course positively effect on organization performance.
Researches shown that previous researchers concentrated on the importance and benefits of training and no research on the VNPT Biz’s challenges of training needs assessment and analysis has been carried out. To fill this gap, the author has conducted a study of the impact of employee training on organization performance by focusing on determining compentence gaps. Based on such investigation and analysis, the study proposes short term and long term solutions with regard to effective training programs to improve the individual and organizational performance in the company. Objectives of study The main objective of the study is to investigate the effect of employee training on organizational performance with focus on the identifying training needs.
However, specific objectives of the study are as follows: 1. Reviewing the relationship between company performance and employee performance. Determining effect of competence agains employee performance. Determining the training needs for competence gaps of VNPT Biz’s employees.
Research questions The thesis concentrates to answer questions below: 1. How does employee performance relate to the company performance? 2. Which competences affect on the employee performance? 3. What training needs align with VNPT Biz for the employee competence enhancement? 1.
Significance of the study The significance of this study can be viewed from the following perspectives. The study will help the senior managers to make strategic decisions that affect on training and development, the overall growth of the ICT industry in general, VNPT Biz’s reconstructure in particular; 2. Ascertain the relationship between training and company performance. Proper training can play a key role in helping VNPT Biz gain competitive advantage and successfully deal with competitive challenges.
Employee will be fully aware of the importance of competence in working effectively, being trained and why they should be trained from time to time; 4. The study helps the Human Resource Department to make effective and appropriate plan and design training programs; 5. Future researchers will also show that this useful result will be consider as reference for their studies; 1. Scope of the study - Content: The study focused on investigating the effect of employee training on the VNPT Biz's performance.
The study is limited to training needs assessments that offer training programs tailored to VNPT Biz. - The place scope of the study is VNPT Biz. - Study period was conducted between June 2015 and June 2017. This is the first period after VNPT Biz’s reconstruction.
Limitations of the study The following constraints are the limit of the study: 1. Research Materials: The author was restricted in searching for research material. Most current books and article in relevant fields were not free, and therefore the author only studied the materials that he can find for free. Lack of data: At the beginning of VNPT Biz’s reconstruction (June 2015), data was rarely collected and recorded accurately and fully.
Because of the short study period, only about two years, there was not much data.