Term Paper on Improving Staff Performance Training and Development
How Would Training and Development Improve Performance?
Employee training entails an expert working with learners to impart certain
knowledge or skills for their improvement in their jobs. Employee development refers to
a broad range of ongoing activities that will bring learners or an organization to an
upgraded level of performance, frequently to perform some job or new role in the
Some of the reasons an employee or group of employees are to undergo training and
development include the following:
When performance upgrading is needed based on performance evaluation.
To indicate status of upgrading in the course of a performance improvement
To make an employee eligible for a forthcoming role change in the organization.
To test the performance of a new system of management.
To train on a particular task.
Employees typically train in the following areas:
Communications – Different languages and customs are being spoken and practiced in
today’s increasingly diverse workforce.
Computer skills – Computer literacy is almost mandatory in performing office tasks.
Customer service – Employees must know how to deal correctly with customers in
today’s competitive business world.
Diversity – The differences in the viewpoints of people need to be considered and
understood by employees in the course of their work.
A case study of how an employee training program improved the performance of a
company is as follows:
A leading European retail services bank with more than fifty thousand employees in
over three thousand facilities developed a multi-module employee training program
over two years to increase productivity and form a well choreographed team from its
staff. Bank management had expected reasonably consistent gains from the training
at its branch locations, but results varied across the network. Significant gains were
registered in nearly one-third of the branches, while some saw only modest gains, but
in nearly one-fourth of the branches, business declined. The firm lacked insights on
factors that caused the variable performances.
To maximize benefits on its training program, the bank had to determine the program’s
profitability, the possible prioritization of branches in training and the program modules
to be used at each branch. APT’s Test & Learn software was chosen by the bank to
make full use of its investment in employee training. The APT software provided the
analytical tools needed to evaluate the training program, and considered all
performance drivers and information on branch locations and created a data-based
model that could project the return of investment of training at additional branches.
The APT suite through its test versus control methodology, showed that the bank’s
investment in training led to profitability. It optimized branch control by robust matching
of historical performance patterns and identified the bank’s opportunity to refine its
program for more effective handling of new customers. APT analysis indicated where
the program would drive the most value and the early detection of unintended decline in
transaction volume within the program. Test & Learn showed the varying values in
the training program’s components which enabled the bank to reduce expenditure
while upgrading sales and customer satisfaction.
APT was able to indicate where the bank should prioritize its investment in training
programs across all of its branch locations. The Test & Learn solution provided senior
management with the confidence in modifying and re-applying its training program to
obtain benefits not yet realized in some branches of the bank. The APT
recommendation was worth more than $20 million annually in net present value in terms
of incremental profit.
 Carter McNamara, “Employee Training and Development: Reasons and Benefits”, Free Management Library, <http://managementhelp.org/trng_dev/basics/reasons.htm> [accessed 10 May 2011]
 “Employee Training Program: A Case Study”, Applied Predictive Technologies, 2011,
<http://www.predictivetechnologies.com/en/index.cfm/solutions/banking/business-issues/labor-staffing/employee-training-program-a-case-study/> [accessed 11 May 2011]
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