Luận văn đã được duyệt bởi trường EM Strasbourg Cộng hòa Pháp một trong những trường về kinh doanh hàng đầu ở Châu Âu. Nên anh chị có thể hoàn toàn yên tâm về chất lượng. Để có được một bài luận văn tốt, chi phí đầu tư cho nó là không nhỏ chút nào. Tuy vậy công sức đó không được ghi nhận thì không mà cứ bảo vệ xong là luận văn sẽ lại bị xếp xó trong phòng tư liệu của nhà trường, điều này khiến cho các bạn sin viên cảm thấy buồn và thiếu đi động lực cố gắng. Các bạn sinh viên làm luận văn tốt nghiệp thường không được hỗ trợ bất cứ khoản kinh phí nào khi nghiên cứu, vì vậy sau khi nhận thông báo được làm luận văn, sinh viên lại tất bật lo đầu tư cho luận văn của mình từ A đến Z. Bởi vậy trong những năm gần đây, chất lượng luận văn tốt nghiệp của sinh viên không cao, vì sinh viên không đủ tiền để hoàn thành luận văn. Chi phí đầu tư cho một bài luận văn bao gồm việc đi mua và sưu tầm tài liệu, tiền thuê người thiết kế luận văn, tiền “bồi dưỡng” giáo viên hướng dẫn, tiền “trà nước” khi có việc cần nhờ các thầy . Các khoản này tiêu tốn khoảng 1,5 – 8 triệu đồng. Đối với sinh viên khoa thiết kế thời trang, mức chi tiêu này không dưới 10 triệu đồng. Chính vì cần nguồn tài chính khá lớn như vậy nên nhiều bạn làm luận văn chưa đạt chất lượng. Thực tế cho thấy làm luận văn hay bất kì một công trình nghiên cứu khoa học của sinh viên ít hay chủ yếu là không được ứng dụng vào đời sống bởi các bạn chủ yếu chỉ mới chú trọng vào phần lý thuyết, còn nội dung và phần ứng dụng thực tế chưa cao và sâu sắc. Thời gian cũng là điều cản trở đối với các bạn sinh viên bởi thời gian làm luận văn tốt nghiệp của sinh viên thường là 4 – 6 tháng, vì vậy chất lượng luận văn rất khó đảm bảo. Bài luân văn này sẽ là nguồn tham khảo tốt cho các anh chị
MBA Program 24th Intake (2015 - 2017) PROFESSIONAL DISSERTATION EVALUATE EFFECTIVENESS OF TEAM LEADERS TRAINING PROGRAM AT VNPT EPAY., JSC Author Tutor : Pham Van Binh : Ass Pr Dr Vu Hoang Ngan Hanoi, July 2017 ABSTRACT VNPT Electronic Payment Joint-stock company (VNPT EPAY) is one of three biggest companies in the financial technology sector in Vietnam In order to make its goal in 2025 happen, training for staffs especially team leaders to develop high-quality human resources become a key strategic task With a large approved budget for the training program for team leaders, the company needs to know how their team leaders’ development through training program is In the other word, the company needs to know the effectiveness of training program for team leaders However, the current method of evaluation of training programs for team leaders is carried out at the reaction level of Kirkpatrick's model of evaluation (Kirkpatrick, 1967), giving a little indication of the effectiveness of the training programs The main purpose of this study thus evaluate the effectiveness of the programs at all level which is the reaction, learning, change in behavior, and result From the result of the evaluation, we propose to suggest and recommendation to continuously improve quality of the program in the coming years Data from 42 team leaders and surveys, interviews are used The result from research shows that VNPT EPAY has developed good training content that met stated objective; actively at creating environment and opportunities for learners apply their new skill/ knowledge Otherwise, many aspect need to be improved, such as trainers not prepare good enough for the training program, the traditional training method is popularly used, information is out of date, training program use only internal trainer, homework and exercises are unrelated to learners’ job From the result of the study, we propose solutions to improve the effectiveness of training program for team leaders at VNPT EPAY in following years ACKNOWLEDGMENT I would like to express my gratitude to Professor Vu Hoang Ngan for meaningful instructions, comments, and encouragement throughout study process of this thesis My special gratitude to my family for unconditional support, both financial and emotional during my degree To my partner, Ms Ban Thi Huyen, who always beside me at all time I would like to thanks the participants (team leaders at VNPT EPAY) in my survey, who have willingly shared their precious time during the process of answering the questionnaire and participate in the interview Thank you my friends, who have given me the energy to overcome all obstacle during my degree and thesis study process Thank you! LIST OF TABLES Table 2.1.Summarize the Kirkpatrick model 09 Table 3.1.Scale of trainee’s satisfaction 18 Table 3.2.Scale of knowledge acquisition 20 Table 3.3.Scale of changing behavior 21 Table 3.5.Scale of working performance 22 Table 3.6.Research characteristic 25 Table 3.7.Analysis flame 27 Table 4.1.Name and time frame of training program for team leader at VNPT EPAY 32 Table 4.2.Number of trainee attend training program for team leader every year 33 Table 4.3.Satisfaction with program objective/content 36 Table 4.4.Satisfaction with Instructor/ facilitator 38 Table 4.5.Satisfaction with instructional activities 40 Table 4.6.Satisfaction with program time/length 42 Table 4.7.Satisfaction with logistic/administration 43 Table 4.8.Learners’ learning 45 Table 4.9.Learners’ behavior 47 Table 4.10.Result 49 LIST OF FIGURES Figure 2.1.The procedures for general evaluation for training results 05 Figure 3.1.Research process 16 Figure 3.2.Group course based on different evaluation level 17 Figure 4.3.Satisfaction with program objective/content 37 Figure 4.4.Satisfaction with Instructor/ facilitator 39 Figure 4.5.Satisfaction with instructional activities 41 Figure 4.6.Satisfaction with program time/length 43 Figure 4.7.Satisfaction with logistic/administration 44 Figure 4.8.Learners’ learning 46 Figure 4.9.Learners’ behavior 48 Figure 4.10.Result 51 LIST OF APPENDIXES APPENDIX 1.FOCUS GROUP WORK OUTLINE 65 APPENDIX 2.STUDENT LIST AND FEEDBACK 69 APPENDIX 3.QUESTIONNAIRE 69 TABLE OF CONTENT Chapter I: Introduction 1.1 Introduction 1.2 Problem statements 1.3 Research goal 1.4 Scope of the Research 1.5 The meaning of the Research 1.6 Research structure Chapter II: Literature review 2.1 Research definition 2.1.1 Training in Human Resources 2.1.2 Evaluation of training programs 2.1.3 Evaluation procedure 2.1.4 Evaluation of skill 2.2 Evaluation Training Effectiveness Model 2.2.1 Purpose of Training Assessment 2.2.2 Common Evaluation Technique 2.2.3 Kirkpartric’s model to Evaluate Training effectiveness Chapter III: Research Methodology 16 3.1 Research process 16 3.2 Research Method 17 3.3 Collecting information and analyzing method 23 3.4 Research Model description 25 3.5 Analysis flame 27 Chapter IV: Research Results 28 4.1 Recent Training Evaluation in VNPT EPAY 28 4.1.1General Introduction about VNPT EPAY 28 4.1.2 Training programs in VNPT EPAY 31 4.1.3 Objective and methods of training programs 33 4.1.4 The implementation of Training programs 34 4.1.5 Recent Training effectiveness evaluation in VNPT EPAY 35 4.2 Analysis the VNPT EPAY trainees’ satisfaction 35 4.3 Analysis the VNPT EPAY learners’ learning 44 4.4 Analysis the VNPT EPAY learners’ behavior 46 4.5 Result analysis 49 4.6 Overall evaluation of the training effectiveness of training program for team leader at VNPT EPAY 51 Chapter V: Solution and recommendation 55 5.1 Solution 55 5.2 Recommendation 61 Conclusion 62 CHAPTER I INTRODUCTION 1.1 Introduction The economic and political reform launched in 1986 have positively effected in Vietnam economy and transformed Vietnam from one of the world’s poorest to a lower middle – income country (Vietnam economy report, World Bank) This change has made Vietnam become one of the most dynamic emerging markets in South Asia region Indeed, according to report of General Statistic Office of Vietnam, Vietnam GDP growth average 6.5 percent every year in over past years As well as this, Vietnam GDP per capital growth average 6.7% per year and reached 1684.87 USD in 2015.0 (Vietnam economy report 2016) Those factors have led Electronic Payment become an extremely attractive market in Vietnam The main reason is that increasing incomes will positive impact on rising of buying force of population Fortunately, almost consumer in Vietnam still using cash payment, but they are changing to use electronic payment method In this growing market, VNPT EPAY is one of biggest players and have been experiencing business rapid growth period Annual revenue increase by 50% resulted from best quality services, enthusiastic employees In addition, from 2016 UTC investment Co., Ltd – a big Korean investment company bought 65% share to become biggest shareholder of VNPT EPAY That trading brought to VNPT EPAY more strength and advantages to gain market share in not only domestic but also international market In this situation, the roles of Team leaders in VNPT EPAY become extremely important It could be because when the company growths, the number of employees in departments increase, managers cannot manage department effectively without support of team leaders Thus, VNPT EPAY business strategy has emphasized the important of team leaders training program and its roles in the development of VNPT EPAY And so the Management Board has embarked a large budget for such training With the approved budget, Human Resources department has implemented annual training program for team leaders with a hope that those will actively contribute for department and company’s business effectiveness 1.2 Problem statements With the large budget, programs are well prepared but after training course for team leaders, there has not been a formal evaluation about the effectiveness of training programs for team leaders, departments and company The evaluation is quite simple, only evaluates the satisfaction of trainee base on survey and test gained knowledge and skills base on an short after training test Because the training programs are considered as the key in training activities and it cost a large amount of money, so that evaluate its impact on trainee, department and company level is the urgent requirement from new investor UTC That is the reason why this research concentrate on evaluate efficiency of VNPT EPAY training program of team leaders, point out its strengths and weaknesses of training program with will be the basis to improving the effectiveness of the training programs 1.3 Research goal The research has two main goals First, evaluate the effectiveness of training program for team leaders of VNPT EPAY Second, suggest solutions to improve effectiveness of coming and future Training program for team leaders in VNPT EPAY Besides, the results of the research are also the basis for science and practice to help VNPT EPAY to have model to evaluate the same training programs 1.4 Scope of the Research The research is conducted on different phrases of training program for team leader within VNPT EPAY, from preparation of the training until trainees apply the knowledge and skills in working environment Each stage corresponds to a level of evaluation of the training results, so each level of Evaluation does not have the same scope of study: Level 1: Evaluation of the middle and after training course The purpose of the first level is evaluation of team leaders on the quality of the program The survey included 42 team leaders of the courses in 2016 and in 2017 Level 2: Evaluation after finishing training courses The goal of the second level is evaluate knowledge and skills that team leaders gained from the courses Level 3: Evaluation of the period after finishing training courses month The evaluation is concentrate on measure the changing in behavior of team leaders after participate on training courses Level 4: Evaluation of the period after training courses finish months The research’s content of this level is evaluation the effectiveness of training course on team leaders performance, teams and department performance 1.5 The meaning of the Research The research helped Training team and HR department report the effectiveness of training program for team leaders with in VNPT EPAY Especially, the research provided for VNPT EPAY an overview of training program for team leader, so that VNPT EPAY have chance to review and apply solutions to improve next training programs In addition, this research can be used as reference material for researchers and training people as well as training units in this field 1.6 Research structure The thesis consists of chapters, including: Chapter Research introduction: This chapter covered the context and criticality of the topic; research objectives, objects, scope of research, practical significance of the topic Chapter Literature review: This chapter presented theoretical foundations, models for evaluating effectiveness of training in the world An overview of VNPT EPAY and team leader’s training program also be presented in this chapter Chapter Research methodology: This chapter presented the topic analysis as well as research method Chapter Research result: Analyze the generalized results of each level of evaluation Chapter Discussion and conclusion This is the last chapter; this chapter proposes a number of measures to improve the training effectiveness of the training program for team leaders of VNPT EPAY - Building a results recognition system and offer non –financial bonus for good trainee, for instant medal, award - Building and introduce performance appraisal tools to encourage team leaders apply new knowledge in to their job to enhance performance - Regularly evaluate the training program and propose necessary adjustment to the training program to improve the quality - Invite trained trainees to enroll new courses - Always available to assist during and after courses - Working with trainer to develop course graduate exercise Second, for trainee: - Write a summary report to direct manager or spend time to write learning diary on personal blog; - Develop an action plan of apply new knowledge and KPIs to evaluate result with direct manager - Give honest feedback to the organizer Propose improvement suggestions to organizer - Responsively fill out the middle and after course survey - Maintain and building a good relationship with trainers Last but not least, for direct managers: - Encourage team leaders to attend the courses; - Discuss difficulties and obstacles when applying the knowledge / skills after finishing courses; - Create opportunities for team leaders apply the knowledge and skills to their job; 60 5.2 Recommendation 5.2.1 For Small and Medium Enterprise Development Support Center: In current years, Government pays attention on issue policies to support small and medium enterprise Issued policies including decision of establishing Small and Medium Enterprise Development Support Center have bring advantages for the development of such enterprise It is because the Center have been implementing value training course for SME employees, especially training courses to develop leaders and managers However, the training courses have not been strictly supervised That is reason why many negative problems occurred, for example cut of teaching time, recruit unqualified teacher In order to solve those problems, the center should gather feedback from both trainee and training staffs of SME 5.2.2 For the company providing training and consulting services: Actively connect with Human Resources Department to support when the need arises Besides, propose solutions to add new knowledge and skills, improve professional qualification, new training method for internal trainers every year CHAPTER SUMMARY Based on the objective and the direction of human resource training, we has proposed solutions to improve the training effectiveness of the training program for team leaders at VNPT EPAY At the same time, we also makes recommendations to the Small and Medium Enterprise Development Support Center and training service organizations which support for development of the company 61 CONCLUSION Limitation and future research There are some limit of the research should be noted First, the time flame of the research is not totally appropriate with the used training effectiveness evaluation model Accordingly, we should evaluate satisfaction immediately after course finished, learning by compare pre and post – test, apply learned knowledge and skill form to month after course, and at evaluate result at least month after course finished However, because of the time not permit, some trainee have finished course more than month before research conducted, so that their opinion about courses may have changed Second, the sample size is not really big due to the fact that targeted research subject is team leaders in a medium company Third, we remove some variables in the evaluate the first level, the removed variable is chose base on scope of the research, we not have condition to run statistical analysis to test suitable level of those variables Last, we conduct the research with in VNPT EPAY, so the result of the research may not present for companies in financial technology field in Vietnam So that, in the future, researchers can expand our research in term of, regions to have accurate evaluation of training program for team leaders Furthermore, researchers should evaluate four levels of training course in appropriate time as instructed in Kirkpartrick’s training evaluation research Conclusion In conclusion, we would consume that the training program for team leaders of VNPT EPAY have achieved some remarkable results at all level although there are some exiting problems that need to be continue improved With the proposed solution and recommendation, the effectiveness of the training program will continuously enhance in coming time The model to evaluate effectiveness of training program for team leaders at VNPT EPAY have provide basis for science and practice to help the company develop model to evaluate the same training programs 62 REFERENCES Worthen, B R., & Sanders, J R (1987) Educational evaluation: Alternative approaches and practical guidelines Davies, A., & Davies, E (2007) The Training Manager's Desktop Guide Thorogood Publishing Lim, D.H and Morris, M.L., 2009 Learner and instructional factors influencing learning outcomes within a blended learning environment Journal of Educational Technology & Society, 12(4), p.282 Aguinis, H., & Kraiger, K (2009) Benefits of training and development for individuals and teams, organizations, and society Annual review of psychology, 60, 451-474 Olaniyan, D A., & Ojo, L B (2008) Staff training and development: a vital tool for organisational effectiveness European Journal of Scientific Research, 24(3), 326-331 Adeniyi, O I (1995) Staff training and development Reading in Organizational Behaviour in Nigeria, Lagos Maltho use Press Ltd, 159-167 Lee, S.H and Ming, J.A., 1999 Effective reaction evaluation in evaluating training programs Purposes and dimension classification Performance Improvement, 38(8), pp.32-39 Ely, D P., & Plomp, T (1996) Classic writings on instructional technology(Vol 1) Libraries Unlimited O'Neil, H F., Wainess, R., & Baker, E L (2005) Classification of learning outcomes: Evidence from the computer games literature The Cirriculum Journal, 16(4), 455-474 10 Baker, E L., & Mayer, R E (1999) Computer-based assessment of problem solving Computers in Human Behavior, 15(3), 269-282 11 Worthen, B R., & Sanders, J R (1987) Educational evaluation: Alternative approaches and practical guidelines 12 Davies, A., & Davies, E (2007) The Training Manager's Desktop Guide Thorogood Publishing 13 Kavita Gupta, 2007, A Practical Guide to Needs Assessment 14 Goldstein, I L., & Ford, J K (2002) Training in organizations: Needs assessment, development, and evaluation Belmont, CA, US: Wadsworth/Thomson Learning 15 Holt, R W., Boehm-Davis, D A., & Beaubien, J M (2001) Evaluating resource management training Improving teamwork in organizations: Applications of resource management training, 165-188 63 16 Bennett, R., & Langford, V (1979) How to measure managers Management Today, 62-5 17 Margerison, C (1982) How to avoid failure and gain success in management development Journal of Management Development, 1(3), 3-19 18 Goldberg, L R., Johnson, J A., Eber, H W., Hogan, R., Ashton, M C., Cloninger, C R., & Gough, H G (2006) The international personality item pool and the future of public-domain personality measures Journal of Research in personality, 40(1), 84-96 19 Phillips, J J (Ed.) (1997) Measuring return on investment (Vol 2) American Society for Training and Development 20 Davies, A., & Davies, E (2007) The Training Manager's Desktop Guide Thorogood Publishing 21 Patterson, T F., Kirkpatrick, W R., Revankar, S G., McAtee, R K., Fothergill, A W., McCarthy, D I., & Rinaldi, M G (1996) Comparative evaluation of macrodilution and chromogenic agar screening for determining fluconazole susceptibility of Candida albicans Journal of clinical microbiology, 34(12), 32373239 22 Mathieu, J E., Tannenbaum, S I., & Salas, E (1992) Influences of individual and situational characteristics on measures of training effectiveness Academy of management journal, 35(4), 828-847 23 Alliger, G M., & Janak, E A (1989) Kirkpatrick's levels of training criteria: Thirty years later Personnel psychology, 42(2), 331-342 24 Salas, E., Burke, C S., Bowers, C A., & Wilson, K A (2001) Team training in the skies: does crew resource management (CRM) training work? Human Factors, 43(4), 641-674 25 Moser, R S., Iverson, G L., Echemendia, R J., Lovell, M R., Schatz, P., Webbe, F M., & Bush, S S (2007) Neuropsychological evaluation in the diagnosis and management of sports-related concussion Archives of Clinical Neuropsychology, 22(8), 909-916 26 Lee, S H., & Ming, J A (1999) Effective reaction evaluation in evaluating training programs Purposes and dimension classification Performance Improvement, 38(8), 32-39 27 Hamidun, H (2009) The influence of training on employee’ s work commitment and performance (Doctoral dissertation, University of Malaya) 28 Kirkpatrick, D (2007) The four levels of evaluation (No 701) American Society for Training and Development 64 29 Kirkpatrick, D L (2009) Implementing the Four Levels: A Practical Guide for Effective Evaluation of Training Programs: Easyread Super Large 24pt Edition ReadHowYouWant com 30 Sarin, S., & McDermott, C (2003) The effect of team leader characteristics on learning, knowledge application, and performance of cross‐ functional new product development teams Decision sciences, 34(4), 707-739 31 Schaubroeck, J., Lam, S S., & Cha, S E (2007) Embracing transformational leadership: team values and the impact of leader behavior on team performance Journal of applied psychology, 92(4), 1020 APPENDIX APPENDIX 1.FOCUS GROUP WORK OUTLINE Hello Sir/ Madam, I am Pham Van Binh, a student studying Master of Business Administration at CFVG Ha Noi Currently, I am doing my research on topic of “Evaluate effectiveness of training program for team leaders at VNPT EPAY” First of all, I would like to thank you for your participation today and I looking for your actively discussion Please note that all your honest opinion are meaningful for my research, no matter it is wrong or right Your name will be confidentially kept secret if you require Next, I would like to introduce the key elements that measure the effectiveness of the training program for team leaders of VNPT EPAY and ask you to say: What factors you agree and disagree with? Why? What factors need to be supplemented? Why? Trainee’s Satisfaction 65 Sign Observed Variables A1 The program content met the stated objective 66 A2 Program of the topics were effectively subsequence A3 The program content was up to date A4 The course content was at an appropriate level of difficulty A5 The course content was practical A6 The instructor presented content clearly A7 The instructor was responsive to participant’s question A8 The instructor was well - prepared A9 The course exercise was relevant to the program objective A10 The group discussions were helpful to participants in exchanging ideas with each other A11 The homework was helpful in understanding the course content A12 The amount of time in the program was sufficiency A13 The length of the program was appropriate for program objective(s) A14 There was enough time for practice of the course content A15 The scheduling for this course was efficiently administered Learning Sign Observed variables HH1 I am aware of the importance of improving working productivity via training HH2 I encourage productivity to be self-critical to improve working via training orientation HH3 I am willing to cooperate with team, group via training program HH4 I want to share my career knowledge with my colleagues thanks to orientation training of the company Application 67 Sign Observed variables UD1 The training program helps me maximize my ability to actively improve my work efficiency UD2 The training program helps me to communicate confidently with colleagues to recognize my strengths and weaknesses UD3 The training program helps me apply professional skills to apply effectively in my work UD4 I can give guidance to other colleagues as a model Result Observational variables Sign KQ1 The results from content of training program help me to use my professional skills better KQ2 The results obtained from the content of the training programs help me to apply problem-solving skills more effectively KQ3 The results from the curriculum helped me to plan for a better job goals KQ4 Results obtained from the content of the training programs help to develop the capacity of the individual KQ5 The results obtained from the content of the training programs help me understand to consult for higher level staffs Thank you for your participation, we wish you healthy and success! 68 APPENDIX 2.STUDENT LIST AND FEEDBACK No Full name Position Feedback Cao Van Trung Sales Leader Team Agree with Statement the Lai Tien Hoc Developer Team Agree with Leader Statement the Pham Thi Giang Accountant Team Agree with leader Statement the Nguyen Ngoc Khanh Network System Agree with Administration Statement team leader the Dang Dinh Thanh Network System Agree with Administration Statement the APPENDIX 3.QUESTIONNAIRE Hello Sir/ Madam! My name is Van Binh Pham, a student of CVFG Ha Noi Currently, I am doing a research on “ EVALUATE THE EFFECTIVENESS OF TRAINING PROGRAM FOR TEAM LEADERS AT VNPT EPAY ,Jsc I appreciate your time for answering this questionnaire All your response will be meaningful contribution for the success of my research as well as contribute for improvement of training program for team leaders at VNPT EPAY 69 Please be reassured that all responses are using for research purpose only and there is no more other purposes Here are some statements related to the effectiveness of the team leader training program Please answer by check to the number in each statement These numbers represent the extent to which you agree or disagree with the following statements: Strongly Disagree Neutral Agree Strongly agree disagree PART I RESPONDENT’S INFORMATION Gender Male Female Age Under 25 From 25 to 35 From 36 to 45 Above 45 Qualification College Graduate Post graduate Working experience Under year From to years From years to under years Above years Average income per month ( exclude benefits) Below million From million to under 10 million From 10 million to 12 million Above 12 million PART II No 70 Observed variables Evaluation rate Trainee’s satisfaction 71 The program content met the stated objective Program of the topics effectively subsequence The program content was up to date The course content was at an appropriate level of difficulty 5 The course content was practical The instructor presented content clearly The instructor was responsive to participant’s question The instructor was well - prepared The course exercise was relevant to the program objective 10 The group discussions were helpful to participants in exchanging ideas with each other 11 The homework was helpful in were understanding the course content 12 The amount of time in the program was sufficiency 13 The length of the program was appropriate for program objective(s) 14 There was enough time for practice of the course content 15 The scheduling for this course was efficiently administered Learning 72 I am aware of the importance of improving working productivity via training I encourage to be self-critical to improve working productivity via training orientation I am willing to cooperate with team, group via training program I want to share my career knowledge with my colleagues thanks to orientation training of the company Application The training program helps me maximize my ability to actively improve my work efficiency The training program helps me to communicate confidently with colleagues to recognize strengths and weaknesses my The training program helps me apply professional skills to apply effectively in my work I can give guidance to other colleagues as a model Result 73 The results from content of training program help me to use my professional skills better The results obtained from the content of the training programs help me to apply problem-solving skills more effectively The results from the curriculum helped me to plan for a better job goals Results obtained from the content of the training programs help to develop the capacity of the individual 5 The results obtained from the content of the training programs help me understand to consult for higher level staffs Thank you for your time to answer questions, we wish you healthy and success! 74 ... 1.1 Introduction 1.2 Problem statements 1.3 Research goal 1.4 Scope of the Research 1.5 The meaning of the Research 1.6 Research structure ... 2.1 Research definition 2 .1.1 Training in Human Resources 2 .1.2 Evaluation of training programs 2 .1.3 Evaluation procedure 2 .1.4 Evaluation of skill ... VNPT EPAY 28 4 .1.1 General Introduction about VNPT EPAY 28 4 .1.2 Training programs in VNPT EPAY 31 4 .1.3 Objective and methods of training programs 33 4 .1.4 The implementation