(TIỂU LUẬN) TRAINING AND DEVELOPEMENT EMPLOYEES IN MISA JOINT STOCK COMPANY

NATIONAL ECONOMICS UNIVERSITY BUSSINESS SCHOOL TRAINING AND DEVELOPEMENT EMPLOYEES IN MISA JOINT STOCK COMPANY Nhóm Nguyễn Huy Đạt – 11190992 Nguyễn Phương Thảo – 11194802 Phạm Tuấn Đạt – 11191008 Nguyễn Diệu Nga – 11193623 Trần Trung Hà – 11191600 Tăng Thiên Thảo Nguyên 11193901 Lê Thu Trang - 11195281 Vũ Hoàng An - 11190038 Hà Nội – 2021 Table of Contents A INTRODUCTION B MAIN BODY I Training Needs Analysis Strategic Training Needs Analysis Current Training Needs Analysis II Instructional design and Implementation Designing the training program .5 Implementing the training program .6 III Evaluation 10 C CONCLUSION………………………………………………………… 11 A INTRODUCTION Misa Joint Stock Company is a company that provides accounting software for businesses in the fields (trade, service, construction, manufacturing) with the vision to become a company with a most commonly used foundation, software and services domestically and internationally MISA's mission is to develop information technology platforms, software and services to transform the economy and help customers their jobs in new, more productive and efficient ways to drive growth development of the country and countries around the world This report is based on what we learned when we interviewed an employee in Misa about how employees here are trained to be able to contribute more effectively to the company B MAIN BODY Every year, businesses regularly recruit a number of new employees to meet their needs and goals Each department in the company will have to thoroughly examine how many new employees they require, as well as what knowledge and abilities these people must possess in order to meet the job requirements After going through the application and interview process, the candidates will have to participate in the company's training process The training process will be divided into four stages: Needs analysis, Instructional design, Implementation, and Evaluation I Training Needs Analysis Training needs are simply defined as the gap between what is available and what is required for managers and employees in the future This is the process of acquiring and analyzing data in order to determine what is required to improve performance At the same time, it helps in making precise judgments regarding whether training actually enhances job performance The training needs analysis is a systematic process It identifies and orders goals, quantifies needs, and sets priorities for future decisions The MISA Joint Stock Company that we interviewed also conducted training needs analysis steps before implementation Every month, the training department personnel will meet with the heads of other departments to determine what skills and knowledge the employees lack in order to develop an appropriate training program To be able to analyze training needs most accurately, training department staff must consider many aspects Strategic Training Needs Analysis First, businesses must identify their future goals: Goals might be long-term, short-term, or unexpected Businesses, for example, may like to grow their business areas, open more branches, or become a top organization in their field Once you know what your business goals are, you'll identify your training needs and then determine the skills you need to achieve those goals MISA's ambition is to become the leading financial technology platform in Southeast Asia, thus they will encourage the research and development of new technology platforms to help clients not only in Vietnam, but also globally, accomplish their jobs more efficiently To be able to accomplish this strategic goal, MISA employees not only need to develop specialized knowledge but also improve skills such as communication and working internationally Clearly identifying the business's strategic goals will make it easier to develop an appropriate training program Current Training Needs Analysis Besides strategic training needs, most training activities aim to improve current performance and results - specifically training new employees, and those whose performance is deficient This is an important baseline step in developing more effective training materials while capturing optimal use of time From their development situation, MISA company will determine the desired business results and set the objectives of the training course to decide to train new or current employees and will have its own way of analyzing training needs For each different group of employees, there will be training forms with different target content For newly recruited staff, the company will have requirements to study what the job requires and learn to absorb as well as familiarize themselves with the company culture On the other hand, analyzing the training needs of current employees is more complicated because the company must determine with certainty whether training is the solution Task analysis is often used to identify freshers’ training needs and performance analysis is used to identify seniors’ training needs ● Task Analysis: Analyzing New Employees’ Training Needs For young employees new to the workforce, it is important to analyze training needs on skills through task analysis Task analysis typically breaks down a job (task) into observable sub-tasks with the aim of providing freshers with the skills and knowledge needed to the job (required by the job) This helps to ensure that the training developed will include links related to the content of the work MISA will consider the company's development stage to determine training needs, for example, when a company restructuring needs to replace human resources or expand the business, causing the department to send a request to recruit more employees These new employees are still unfamiliar with the job that need to be trained to know the company culture as well as the basic skills required, specifically the ability to demo products, negotiate and communicate with customers (in the case of software salespeople), technology skills, agile manipulation (in the case of business accountants), etc Furthermore, job descriptions and job specifications are also useful for task analysis when listing job-specific skills and duties They are the basic reference points that help assess needs and determine the training required ● Talent Management: Using Competency Models Another option is to use Competency Models in Talent Management to get an accurate overview of the competencies someone would need to the job well Unlike a job description, which is a general summary of the skills required for a job, a competency model provides the specific behaviors that an employee must on the job in order to be successful such as when you want employees to learn more deeply about a skill or improve their current performance The company can then use those provided behaviors to design its training program to promote these competencies, ensuring that employees after training have the ability to apply and develop skills and knowledge learned to meet organizational needs To finalize this framework, it is advised to get input from people who already have these skills in the organization and the assignment-giver to check whether and to what extent these behaviors, skills, and knowledge will help to achieve the goal the organization is striving for ● Performance Analysis: Analyzing Current Employees’ Training Needs Performance analysis is the process of verifying that there is a significant performance deficiency and determining whether that deficiency should really be rectified through training It starts with comparing one's actual performance, especially that of current employees, with what it should be MISA often organizes regular training sessions in which monthly training department staff will meet with specialized departments to see what the current weakness and lack of skills in the department is, thereby organizing additional training topics The HR Department will monthly give two-way surveys from managers and employees to see if there are any problems that need to be resolved If not, carry out activities that match the company's annual plan, otherwise, develop a training plan For sales staff, if the KPI is weak, the company will find the reason and then re-train the skills, and if there is no link between the departments, the personnel engagement activities will be supplemented based on reasons In addition, distinguishing between “can’t do” and “won’t do” problems is the heart of performance analysis Sometimes, weak performance can come from staff or system not being able to and meet requirements even through training II Instructional design and Implementation Designing the training program a Setting training objectives Training program includes those activities helping new employees to be familiar with the culture and the working environment of a firm, and obtain the knowledge about the firm’s organizational and operational structure Additionally, these activities provide employees with job knowledge or some professional skill assisting them to complete their work efficiently In detail, for a new Misa’s software sales representative, it is necessary to have detailed, methodical, and rigorous training because these employees will work with partners who are directors, chief accountants, or managers of the business, who have a wide understanding of the business and always have high expectations for the professionalism and skills of the people they can work with In addition to knowledge of company culture, new employees need to have an understanding of customers, products, how to sell and deploy products to customers This activity facilitates those employees to have a thorough understanding of the requirements of their work However, for current employees, setting training goals is different With a view to improving advanced skills for particular positions and building leadership capicity for newbies and people who are longtime employees, MISA already has some training programs for them The training will also help them improve their performance and create a stepping stone for advancement b Developing the Program The programs need to be designed based on its objective to bring the effectiveness of the trainees specially when they get to work The trainers associate with the HR department to design appropriate methods of training, timing and also the amount of knowledge to transmit to the trainees Implementing the training program In the training process, theoretically, there are 13 methods of training used However, we found out that there are some methods often used by firms to train new employees a Training techniques ● Lectures: Lecturing is a quick and simple way to present knowledge to large groups of trainees, as when the sales force needs to learn a new product’s features ● Programmed Learning Programmed learning is a step-by-step, self-learning method that consists of three parts: Presenting questions, facts, or problems to the learner; Allowing the person to respond and then Providing feedback on the accuracy of answers, with instructions on what to next Programmed learning offers facts and follow-up questions The learner's response to the preceding question typically determines the next question The built-in feedback from the replies reinforces the learning Training time is reduced by programmed learning It also makes learning easier by allowing trainees to work at their own pace, receive rapid feedback, and lower their chance of making mistakes ● Behavior modeling Showing trainees the proper way to something, allowing them to practice, and then providing feedback on their performance is what behavior modeling entails One of the most extensively utilized, well-researched, and highly appreciated psychologically based training techniques is behavior modeling training ● Teamwork training Many employers use team training to build stronger management teams Team training focused on technical, interpersonal, and team management issues For every month, the employees of software sales will have one meet up for group discussion with an aim to improving advanced skills or learning about new released products of the company  Lifelong and Literacy Training Techniques Providing employees with continuing learning experiences over their tenure with the firm, with the aim of ensuring they have the opportunity to learn the skills they need to their jobs and to expand their horizons b Training contents ● Common knowledge We have some common knowledge of MISA JOINT STOCK COMPANY (MISA JSC) and Mission of a Software Sales Representative mentioned above Furthermore, target market of the company are small and medium-sized businesses or firms in Commerce, Services, Construction and Manufacturing Industries About Sales process: First, the employee need to contact the customers according to the data provided by the Marketing Department and get customer information, determine whether the information obtained from the marketing department is correct Next, they will schedule a direct appointment to demo the product then redesign products according to customer requirements if any They then take a price quotation and the last step is negotiate and come to an agreement “Lectures” method and additionally, a part of “Behavior modelling” are used here The trainers will show the video about how a software sales representative conducts the sale process to give the trainees a more realistic perspective ● Professional knowledge (expertise) o Software product o Demo skills Product demo is a technique to introduce or promote the products to its potential customer base It typically involves a demonstration of core features and capabilities The primary purpose of the demo is to close a deal Product demo may be done through several channels Products may be demonstrated physically or online The product is demonstrated to potential customers with the intention to make them purchase the product It is also used to provide an overview of the product and the value it provides Plus, it tells them how they can apply specific features to address their business needs and goals A product demo includes contents: Overview and focus on the distinguishing feature of MISA in comparison to other software firms; Overview the software product; Mention the previous concerns, inquire about any new difficulties that arise, and mention examples of companies that have successfully applied this approach; Introduce yourself: name, title…; Solve business problems: step by step Only give the customer the answer you know well If you are not clear about it, tell him/her that you will discuss more with the technician whether he can tailor it Never argue with customer requirements… o Negotiation skills: In a production demo, the software sales representative can meet some situations that require tactful approach and sharp-wittedness - Customers ask for a discount The emphasis is on product quality in order to fulfill the professional standards of the client Calculating the ROI and comparing it to the discount is not worthwhile Maybe, just maybe Divide the cost of annual storage by the number of 10 months/days to give the unit the impression that the cost is extremely low MISA's excellent after-sales service is highlighted, with a countrywide consulting call center open 365 days a year MISA's brand is highlighted, with 24 years of experience and more than 155,000 VND in sales - Customers request to pay commission Emphasize product quality to meet requirements; Calculating investment efficiency and comparing it to a commission fee of 5% to 7% is not worthwhile; Committed to providing staff with passionate support - Customers not agree to pay for training but require sales to include training Analyze the reason for separating MISA's training service and suggest comparison with other companies; Emphasize that MISA is on the side of customers' interests; Emphasize the advantages of MISA, there are more than 700 MISA software training schools There are many effective support channels; Advising customers to definitively choose the right service package for their needs o Management and leadership skills When a salesperson's kpi is unsatisfactory or significantly increased and the team leader promotes them to the next level of career, they will be educated in management and leadership skills Besides, whenever MISA releases a new product, the sales department has to meet up to discuss it (detail, function, market segment) and will organize training on new skills and knowledge required 11 For the position like accountants, the organization can send them to outside training to obtain accounting credentials in order for them to a general accountant or even a chief accountant For the level of leader, they will be sent to management training programs by the company to strengthen management and leadership skills III Evaluation The program should be reviewed after students have completed their training (or maybe at predetermined intervals during the training) to determine how successfully its objectives have been accomplished When assessing training programs, there are two major aspects to consider One is the evaluation study's design, namely whether or not to employ controlled experiments The second question is, "What should we measure?" In this company, we found that they mainly have been conducting the training effects (4 levels) to measure the training process Every year, the Board of Management performs a human resource evaluation to examine the state of current staff, identifying essential measures such as new recruiting, training to fulfill capacity requirements, and ensuring the appropriate people are in the right places Freshers, for example, the evaluation would carry through the whole sessions of training, after each lesson of training sessions, there will be a test to check, be it writing or presenting about understanding customers, software products; Video recording format chooses a situation with a specific customer to show product demo or negotiation skills At the end of the training course, there will be a big test consisting of parts of written theory and practice in a group of 3-5 people They will have a direct test with leaders from the recruitment and training department, sales department and management board Director in the form of lottery, oral presentation or presenting within 15-20 minutes This refers 12 to the 1st to the rd level of evaluation (reaction of the trainees, what they have learned, behavior by how far they have changed) Post-assessment will occur when the human resources department is in charge of grouping the employees after training in order to monitor the peculiarities of each department; the manner of injecting material will also change For example, with the market development department, what outcomes will the sales personnel have after training, how many clients can be contacted the following day, and so on If the findings are positive, the training program will remain effective Proceed and clone; if it is not satisfactory, it will need to be modified appropriately In this higher level, the final- the th level of training effects has applied when it judges the results/performances of the employers after training For internal training: The department head reviews the outcomes for each employee who has been instructed and tested for practice For external training: After finishing the course, the trainee must return to the Administration Department a photocopy of the certificate/certificate of attendance C CONCLUSION In summary, the training process of MISA company can be divided into main processes as follows: Analysis of training needs; Designing and implementing training programs and Evaluation after the training process In each process, MISA applies different synthesis and analysis methods to finally build a fast, neat training process, with the right people, at the right time, thereby promoting the development of the company However, there are still shortcomings after the training process, the biggest problem is that after being trained, employees still cannot achieve high performance and cannot develop their own skills This can stem from the input selection process (some conditions may have been omitted resulting in some 13 ineligible people still being admitted), or stemming from the training phase (trainers who incompetence to impart knowledge and energy to learners) and can also come from the workers themselves (it can be internal disagreements, family problems, money, etc.) To reduce this problem, the human resources department needs to carefully ensure the input factors, check the capacity of the trainers and pay more attention to the issues of employees, ensuring their interests 14 ... even through training II Instructional design and Implementation Designing the training program a Setting training objectives Training program includes those activities helping new employees to... CONCLUSION In summary, the training process of MISA company can be divided into main processes as follows: Analysis of training needs; Designing and implementing training programs and Evaluation... appropriate training program Current Training Needs Analysis Besides strategic training needs, most training activities aim to improve current performance and results - specifically training new employees,