EFFECTIVENESS OF SHORT-TERM TRAINING ON EMPLOYEE PERFORMANCE: THE CASE OF KEY ENTERPRISE CUSTOMER SERVICE ADVISORS AT ETHIO TELECOM

Abstract

Employees are main resources of any organization and the active role they play towards a company’s success cannot be undervalued. To endure and rise, organizations must be constantly kept up to date through effective training programs. Training helps in the achievement of new technical knowledge and skills in the different aspects of telecom industry so as to provide quality service to the customers. The purpose of this thesis was to assess the effects of training on Ethio telecom enterprise customer service advisors’ performance as a case study. The study also tried to see the practice of the training. The study used primary sources of data. A quantitative and qualitative research approach of data collection was used where 99 questionnaires were distributed from which 82 of them were returned. The finding of the study revealed that ethio-telecom lacks periodic and clear needs assessment. The company did not try to investigate the readiness of trainees regarding their ability, attitude, beliefs and motivation that are necessary to learn the program content and apply it on the job toward the effectiveness of training methods. The company must give prior attention for training design process in order to be more effective. Thus, TExA should analyze employees’ training needs periodically by giving more emphasis to personal analysis while conducting the needs assessment to determine whether performance deficiencies result from lack of knowledge, skills or other problems generally by applying appropriate training designs and also by following appropriate training design process to become effective from the training program.