Human resource management training in VNPT vinaphone business customer company ESSAY MASTER OF BUSINESS ADMINISTRATION

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 ……………………………………… DR LE TIEN DAT Supervisor …………………………… Date 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 i ABSTRACT ii LIST OF FIGURES v LIST OF TABLES vi ABBREVIATIONS vii ACKNOWLEDGEMENT viii CHAPTER 1: INTRODUCTION 1.1 Background 1.2 Research context 1.3 Problem statement 1.4 Objectives of study 1.5 Research questions 1.6 Significance of the study 1.7 Scope of the study 1.8 Limitations of the study 1.9 Outline of the research CHAPTER 2: LITERATURE REVIEW 2.1 Overview of employee training 2.2 Successful models of training and development 2.3 Identification of training Needs in an organisation 10 2.4 Effect of employee training on organizational performance 13 CHAPTER 3: METHODOLOGY 23 3.1 Research model 23 3.2 Research methodologies 24 3.3 Data collection method 24 3.4 Specific research methods 24 CHAPTER 4: FINDINGS AND DISCUSSIONS 32 4.1 General Information of VNPT Biz 32 4.2 Research findings 43 4.3 Summary of findings 54 iii CHAPTER 5: CONCLUSIONS AND RECOMMENDATIONS 55 5.1 Conclustions 55 5.2 Recommendations 56 REFERENCES 57 APPENDIX 1: SURVEY QUESTIONNAIRE 62 APPENDIX 3: INTERVIEW 77 APPENDIX 4: INTERVIEW RESULT 81 iv LIST OF FIGURES Figure 1: ADDIE Model Figure 2: Human Performance Technology (HPT) Model 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 Research sample statistics 28 Table Business results of the company 2015-2016 42 Table Employee of VNPT Biz 2015 - 2016 45 Table Regression Result 46 Table Results of Identifying Training Needs 51 Table 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 Result of Factors affect employee competence (SPSS 23) Reliability Statistics Cronbach's N of Items Alpha 788 Item-Total Statistics Scale Mean if Scale Variance Item Deleted if Item Deleted Corrected Item- Cronbach's Total Alpha if Item Correlation Deleted EP1 10.41 3.488 548 759 EP2 10.26 3.068 618 724 EP3 10.64 2.892 696 681 EP4 10.94 3.375 528 769 Reliability Statistics Cronbach's N of Items Alpha 742 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted KN 7.63 2.758 603 648 KN 7.93 2.219 556 675 KN 7.80 2.104 578 650 Reliability Statistics Cronbach's N of Items Alpha 762 71 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted SK 8.31 2.312 650 621 SK 8.12 2.142 664 598 SK 8.42 2.460 480 810 Reliability Statistics Cronbach's N of Items Alpha 707 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted AT 6.56 3.375 571 563 AT 6.68 3.403 479 675 AT 6.66 3.293 528 613 Reliability Statistics Cronbach's N of Items Alpha 770 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted MO 5.96 3.804 636 653 MO 6.10 3.719 639 649 MO 6.08 4.149 537 761 72 Reliability Statistics Cronbach's N of Items Alpha 863 Item-Total Statistics Scale Mean if Scale Variance Item Deleted if Item Deleted Corrected Item- Cronbach's Total Alpha if Item Correlation Deleted PC 6.71 2.130 782 766 PC 6.54 2.076 865 687 PC 6.62 2.608 589 937 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .696 Approx Chi-Square 641.214 Bartlett's Test of Sphericity df 105 Sig .000 73 Total Variance Explained Component Initial Eigenvalues Total % of Variance Extraction Sums of Squared Loadings Cumulative % Total % of Variance Cumulative % Rotation Sums of Squared Loadings Total % of Variance Cumulative % 3.781 25.204 25.204 3.781 25.204 25.204 3.169 21.124 21.124 2.710 18.066 43.271 2.710 18.066 43.271 2.413 16.085 37.209 1.951 13.009 56.279 1.951 13.009 56.279 2.127 14.183 51.392 1.384 9.227 65.506 1.384 9.227 65.506 2.117 14.114 65.506 817 5.448 70.954 781 5.209 76.164 632 4.216 80.380 552 3.679 84.059 502 3.343 87.403 10 487 3.247 90.649 11 403 2.685 93.335 12 354 2.362 95.697 13 308 2.056 97.753 14 257 1.715 99.468 15 080 532 100.000 Extraction Method: Principal Component Analysis 74 Rotated Component Matrixa Component MO 762 AT1 756 MO1 754 MO3 730 AT3 675 AT2 641 PC2 939 PC1 898 PC3 784 SK2 863 SK1 858 SK3 623 K2 815 K3 792 K1 751 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .760 Approx Chi-Square Bartlett's Test of Sphericity 118.124 df Sig .000 Total Variance Explained Component Initial Eigenvalues Total % of Variance Extraction Sums of Squared Loadings Cumulative % 2.448 61.206 61.206 645 16.123 77.329 550 13.748 91.077 357 8.923 100.000 Extraction Method: Principal Component Analysis 75 Total 2.448 % of Variance 61.206 Cumulative % 61.206 Component Matrixa Component EP3 855 EP2 799 EP1 745 EP4 724 Extraction Principal Method: Component Analysis a components extracted Model Summary Model R R Square 769a Adjusted R Std Error of the Square Estimate 592 576 37574 a Predictors: (Constant), PC, AT, KN, SK ANOVAa Model Sum of Squares df Mean Square F Regression 20.287 5.072 Residual 13.977 99 141 Total 34.264 103 Sig 35.924 000b a Dependent Variable: EP b Predictors: (Constant), PC, AT, KN, SK Coefficientsa Model Unstandardized Coefficients Standardized t Sig Collinearity Statistics Coefficients B Std Error (Constant) 118 293 K 231 055 S 264 A C Beta Tolerance VIF 404 687 289 4.183 000 861 1.162 057 329 4.605 000 809 1.237 297 047 411 6.314 000 970 1.031 141 053 178 2.662 009 920 1.087 a Dependent Variable: EP 76 APPENDIX 3: INTERVIEW LETTER OF INTERVIEW Name of the interviewer: Nguyễn Công Tiến Working place: Government Customers’ Center Phone number: 091 161 88 99 Email adress: nguyencongtien@vnpt.vn Topic title : Human Resource Management: Training in VNPT Vinaphone Business Customer Company This letter includes parts: Part 1: Contents related to the topic Part 2: The confirmations of the interviewer and the interviewees PART 1: CONTENTS RELATED TO THE TOPIC Purpose: The research uses qualitative research methods - in-depth interviews to examine, screen and give valuable insights and assessments on the contents that are presented in the thesis, identify training needs and complement the proposed training programs to improve employee performance The results from the interviews with employees and leaders of the department will provide comprehensive and complete assessment on identifying the training need for employee and facilities in order to provide solutions to improve the efficiency of the training, improve the performance of employees in particular and VNPT Biz performance in general Interviewee: The interviewees who are the people have experiences in the field of telecommunication and Information technology of the VNPT Biz include: heads of the sale centers, heads of some technical center, sale employee possessed high turnover, trusted pre-sale employee Modes of recording and receiving the information: The interviews will be recorded and and fully took notes for basis in order to analyze, assess, and serve for research purpose of the the topic Information exploitation and use: After being screened, analyzed and aggregated the data from the interview will be used in some contents of the research Time of interview: From 60 – 90 minutes 77 PART 2: CONFIRMATION OF THE INTERVIEWER AND THE INTERVIEWEES I was invited to participate in in-depth interviews with the topic: “Human Resource Management: Training in VNPT Vinaphone Business Customer Company” I read, checked the purpose of the interview, volunteered to take part in the interview and answered the interview questions according to my knowledge Name of the interviewee: Interviewee’s signature: Date of interview: All collected information from the interview will be used only for research purposes and will not be used for any other purposes Name of the interviewer: Interviewer’s signature: Date of interview: 78 Information of the interviewees Interviewee Working place Solution Center Position Deputy director Work fields Technical Management Interviewee Interviewee Interviewee Government Customer Care Province Sales Customers’ Center Center Operation Center Sale Employee Technical staff Deputy director Sale Technique Business management Academic level Master Bachelor Engineer Engineer Gender Male Male Male Male 79 Content of the interview Introduction: My name is Nguyen Cong Tien, I am working for Government Customers’ Center, VNPT Biz, VNPT Vinaphone Corporation I am working on a research project: “Human Resource Management: Training in VNPT Vinaphone Business Customer Company” Some of the content in the study should be suggested and supplemented by experts so that the research results are higher scientific significance You are selected as a representative for: sale forces, pre-sale forces, business leader, technical leader This conversation only serves the purpose of research, deepen the judgment, assess the need for training at VNPT Biz It then offers training programs to improve employee performance, increase competitiveness of the VNPT Biz, Therefore, I would like to hear your comments on some contents: Personal information of the interviewee: Full name: Age: Sex: Position: Academic level: Working time in the current position: CONTENT: How does employee performance relate to the company performance? …………………………….……………………………………………………… …………………………………………………………………………………… Which competences affect on the employee performance? ……… …………………………………………………………… ………………………………………………………………………………………… What training needs align with VNPT Biz for the employee competence enhancement? …………………………………………………………………………………… …………………………………………………………………………………… …………………………………………………………………………………… 80 APPENDIX 4: INTERVIEW RESULT SUMMARY OF RESULTS OF INTERVIEW * Research Question 1: How does employee performance relate to the company performance? Interviewee Interviewee Current performance of VNPT Performance of an organization /unit Low Biz's Low VNPT Biz's performance is Biz is low; many customers are is the result of the operation of the performance is related to related to staff competence Although not satisfied with quality of whole the staff competence Sales many sales staffs, but many sales service: The quality of each step performance of the individual in the staff are not completely staffs is not appropriate for the job in the process is good but the unit familiar with all services The direct sales department still has results are not effective A qualified individual who does not so they are confused many employees with the age of over Low efficiency due to causes: meet will not be able to complete the about providing the right 40, which reduces the dynamics and 40% from the conduction job or fail to meet the expected service their flexibility of the business and acquires operating customers, especially to update new IT services of VNPT irrational, not optimal, not These problems affect the overall needs of high integration Thus, some sales staffs are not flexible The process is not performance of the unit solutions qualified sales position standard This - of system system, including Interviewee is performance or initial assignment VNPT to Interviewee realistic Not put the right Many individuals with low capacity leads to low business efficiency personnel VNPT position in the Lead right will greatly affect the overall Biz consists of many to, performance of the unit The unit can employees from different companies psychological, the perception even be well-oriented, have good with different standards, capacities of the majority of employees development strategy, feasible But, and positions The new job of VNPT 81 are not good - 60% from the actual implementation is not as Biz changed much compared to that employee expected Because at each stage, at of previous companies The VNPT After each job, the person who take a performance: Biz’s expectation of standard, restructuring, the technical charge of and is not qualified will not capacity is higher than before so directly be able to complete the task assigned many employees not meet the produced the product are The work at that stage is not requirement of the company Then transferred to the consulting complete, resulting in the end result of results in individual performance is or customer support units the whole group is not completed not high (pre-sales position) The pre- VNPT Biz often deployed many sales are the intermediate projects, these projects effectively stage and will bring general revenue and benefit production Hence, lack of for the company In order for the expertise, knowledge, skills project to be effective and successful, and improper the project manager needs to complete attitude of the job (doing the the project on time, meeting the cost job in a pre-restructuring and quality standards Therefore, the way) effectiveness of the project manager employees who between especially sales will affect the VNPT Biz performance (Source: Gathering data from audio recordings and taking note of expert opinions) 82 * Research Question 2: Which competences affect on the employee performance? Interviewee Interviewee technology: Currently, many new technologies appear improve Training should be provided to employees to managing services that they are not change this attitude Employee training is aimed at information and operating activities But familiar with In addition, it Pre-sale does not control work updating the knowledge and these technologies have not been updated should train skills related to due to perceived non-compliance skills for pre-sale employees the preparation of bids and with the process That problem is lacking, weak or unknown to - Skills competence: Business model of acceptance and liquidation attitude of presale Presale does serve his own task VNPT Biz is B2B model To provide of contracts not want to contribute to the services and solutions to customers, Implementation teams need work, reduce enthusiasm The VNPT Biz’s employee must have a lot of to improve knowledge of cause is due to business culture is skills in consulting, presentation skills, system integration At the not formed Therefore, in the contracting skills, project management same time, the team needs long term, VNPT Biz needs to skills and project completion However, to be trained in problem- form business culture, gradually these skills have not been paid much solving attention or low attention management In addition, attitude of training employees are - new competence to complete tasks, the of of with low perception capacity need lack Knowledge Due that their Interviewee Low efficiency is now associated change to Interviewee employees better assist users in The sale employees need to knowledge skills, of project they need to be trained in the attitude of coordination process in the effort to complete the task (Source: Gathering data from audio recordings and taking note of expert opinions) 83 * Research Question 3: What training needs align with VNPT Biz for the employee competence enhancement? Interviewee Interviewee Interviewee Interviewee Training improves competence and Training indirectly leads to improve overall competence of the trained person competence, organizational performance and increases the employee's performance, training is sales Training needs of VNPT Biz: performance needed employees who deploy IT services thus improves the In order to improve All improve However, the main focus should be on employees employees need and training technical - First, training is needed to Determining the exact training Determining change the mindset, attitude from needs will be one of the ways to training needs will be one Knowledge: knowledge of services; leaders and employees make the training of the company of the ways to make the system integration - Train Sale forces: effective training of the company Skill: documentations, aspect, when determining the performance acceptance and liquidation of projects, skills; Training needs: problem-solving, project management o Skills: synthesis On individual make training needs, the employee will estimates for the project identify what o Knowledge: knowledge of competency products and services Sale company employees the need to his own improve On aspect, when to determining the training needs of Knowledge: Skills: presentation, project (products, solutions, quality identify which work areas are skills o Attitude: weak customer Priority should be given to 84 exact New technology understand what they have its employees, the company will services) the consulting, negotiate, management Training Needs preparation of bids Attitude: coordination process and positioning, object training programs Among them, classification priority - Train pre-sale forces: o Knowledge: should be given to professional training programs update for people who have not yet met technology; Internal training their job to exchange expert Training Needs: knowledge Knowledge: Technical and o Skill: Hire an outside unit to Technology train skills Skills: communication; persuade o Attitude: Building business Attitude: Working team culture to invisibly train the attitude (Source: Gathering data from audio recordings and taking note of expert opinions) 85 .. .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... Corporations of VNPTVinaPhone, VNPT- Media and VNPT- Net The VNPT - Vinaphone Business Customer Company (VNPT Biz) is a member of VNPT Vinaphone Corporation VNPT Biz was founded in 2015 and was incorporated... •Selecttrainingmethods •Plantrainingcontent DELIVERY •Scheduletraining •Conducttraining •Monitortraining EVALUATION •Measuretrainingoutcomes •Compareoutcomesto objectives/criteria Figure 3: Systematic training process