HRM340: Training and Development Group Project On: Regent Airways Section: 02 Group: Captivators

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HRM340: Training and Development

Group Project on: Regent Airways


Section: 02
Group: Captivators
Submitted To:

Shafquat Rafiul Alam


Lecturer
School of Business &
Economics
North South University

Submitted By:

Tasmiya Hasan Mim 152 0733 030

Sohini Saayantani Saha 173 1114 030

Nawshin Jahan 173 1258 030

Tawhidul Azam Utsho 181 1610 030

Jarin Tasnim 181 1836 630

Sumaya Aporna 182 1416 030


Date: January 12, 2021
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Acknowledgement
We have immense pleasure in expressing our sincere gratitude to our honorable faculty, Mr.
Shafquat Rafiul Alam, Lecturer, Department of Management, North South University who gave
us this wonderful opportunity to work on an interesting knowledge-enriching project and
guided us throughout the whole project. We believe that without his supervision, suggestions
and motivations we would not be able to complete this project properly. The way he presented
and taught us made the course more enjoyable and lively. We have learnt a lot of things
through this project which will help us in our future endeavor. We are also thankful to our
friends and colleagues for their immense help and contribution in this project. We would like to
show our gratitude to the sources of media that helped us get an in-depth review of the
project. Lastly, we would also love to thank our parents who have helped us to complete this
project in various ways.

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Executive summary

Regent airways were formed in 2010. In this year, these airways started their operation on 10
November. When it started its journey, it gave only domestic service. However, after that, it
expanded by launching an international service. Nowadays this airline industry is growing.
People are using airways frequently. Many airline companies belong in Bangladesh. Therefore,
it is so hard to maintain good fame among others. Regent Airways is a renowned airline
company. However, it wants to be a market leader.

To improve their service quality and maintain this good fame it had to follow some training and
development process. There have some problems in this company, which we find by using
secondary data. Some of the passengers of these airlines gave some bad reviews. There have
some problems with customer service, corruption, mismanagement of funds, and
mismanagement of human resources.

Corruption is a big problem for a company so they should identify who is doing this. In addition,
need to arrange some anti-corruption session. The financial part is also a crucial one. The
company should arrange some training program where they can teach their employees to
manage the finance part perfectly. Customers are the main concern for any service company.
Poor customer service is the cause of many broken companies. Therefore, employees should
know how to treat their customers. Lastly, human resource mismanagement is another big
issue. The company’s HR should clearly explain to their employees about the job description.
Also, need to take some steps to develop their skills. Management should design the training
program perfectly.

Therefore, in this report, we can say that if Regent airways train their employees perfectly, they
can achieve their goal easily. In addition, they can remove their negative impression. In our
report, we design training and development programs so that they can follow those steps.

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Solving Regent Airways’ woes

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Table of Contents
Introduction....................................................................................................................................6

Methodology...................................................................................................................................7

Training and Development Need..............................................................................................8

The Training Strategy.................................................................................................................10

Purpose, Aims and Objectives................................................................................................10

Appreciation of Key Stakeholders.........................................................................................11

Engaging stakeholders to mitigate any risk..........................................................................11

Training intervention: Design and Delivery..............................................................................13

Evaluating the success of the strategy/intervention..................................................................15

The need assessment................................................................................................................15

Developing measurable learning objective............................................................................15

Developing outcome measures................................................................................................15

Evaluating strategy..................................................................................................................16

Success of the training.............................................................................................................17

Findings and analysis..................................................................................................................18

Recommendations........................................................................................................................19

Conclusion....................................................................................................................................20

References.....................................................................................................................................21

Appendix........................................................................................................................................23

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Introduction

According to John Bright, “Training and development: The best development programs change
the way people see themselves". This quote teaches people that finding the limitations of an
organization and make changes according to those limitations can change the customer's way
of looking at the organization.

Habib Group, an eminent industrial conglomerate of Bangladesh launched a private airline


named Regent Airways in 2010.[ CITATION Reg201 \l 1033 ] Regent airways always focus on
the safety and security of passengers. It is a popular airline in Bangladesh. It always tries to
show outstanding performance. It is difficult for them to show outstanding performance for
some reason such as lack of decent behavior of staffs, mismanagement, late response, low-
quality service, etc. As a result, it does not maintain customer satisfaction.

This report comprises the limitations of Regent Airways and how these limitations are affecting
them and offer some solutions through training intervention.

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Methodology

In this report, we can find 4 major problems. They are:

1. Poor customer service.


2. Corruption.
3. Mismanagement of funds.
4. Mismanagement of human resources.

In this report, we are using qualitative and quantitative approaches both. As we had to know
customer’s view.

In this situation, we find that problem only by using secondary data. Secondary Sources of data
were:

 Regent airway’s Facebook profile and website.


 YouTube’s video.
 Different types of website.
 Online news portal.

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Introduction to organization

Regent Airways started its journey on 10th November 2010. The headquarter of Regent Airways
situated at Siaam Tower, Uttara, Dhaka.[ CITATION Reg20 \l 1033 ] At first, it provided
services only inside our country. Then, it expands the business by launching international flight
services. It provides services internationally since 2013. It has approximately 850 employees. It
provides services in four cities inside our country. Those cities are Dhaka, Chittagong, Cox’s
Bazar, and Jessore. It serves seven destinations outside our country. Some of those are India,
Malaysia, Oman, Qatar, and Singapore. Currently, it has six aircraft. Four of these are Boeing
737-800 type aircraft and two of these are Dash-8-Q300 type aircraft. The sitting arrangements
and number of seats are different among these aircraft. The tagline of Regent Airways is ‘every
little thing counts’.[CITATION Reg \l 1033 ] The mission of Regent airways is to provide
outstanding services and its vision is to become the market leader domestically and
internationally and provide quality services and workers with continuous development.
[ CITATION Reg \l 1033 ]

Training and Development Need

We collect some information about customer reviews from secondary data. Analyzing the data,
we know about the needs for training and development.

 One of the respective customers of Regent Airways wrote on its webpage that the staffs
of Regent Airways need to improve their behavior. When she asked for a blanket
because of the cold temperature. One of the staff replied to her that after some time
the temperature will be adjusted and she does not need any blanket. [ CITATION Reg1
\l 1033 ]
 Another customer shares her terrible experience with Regent Airways. She booked a
ticket from Singapore to Dhaka. The flight was canceled but they did not give any
cancelation notice and it is a matter of regret that they did not arrange any alternative
way without apology.[ CITATION Reg1 \l 1033 ]
 A male customer mentioned on its webpage that he took a flight from Kolkata to
Bangladesh. He faced a problem at the counter of the boarding pass. One of his
luggage's weight was slightly higher than the weight limit. A woman staff of the
counterforce she to throw some accessories but she easily gave her the chance to pass
the accessories to his hand luggage. Her behavior was so rude.

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 Another male passenger mentioned on the Facebook page of Regent Airways that he
was asking for a newspaper but the cabin crews did not respond. Most importantly, the
passengers were exhausted due to the worse air conditioning system.
 Some passengers mentioned that the food quality was not good.

From the data, we can identify the training and development needs of Regent Airways.

 Regent Airways needs to train the cabin crews due to improper behavior.
 It needs to arrange a training program for the management team to avoid
mismanagement.
 It needs to develop some strict rules and regulations about decent behavior and needs
to concern staff about it by learning.
 It also needs to arrange a program for top management for providing high-quality
services.

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The Training Strategy

Purpose, Aims and Objectives

 Comfortable airline service for its people


Regent wants to serve its country by providing fantastic airline experience for its people.
It aims to become the most liked and favored airline in Bangladesh and abroad. They set
up their pricing strategies in such a way, which leads to a competitive market and also
brings them a good amount of profit.

 Have well trained employees


Regent hires employees who come from a diverse background and have enough
knowledge to serve their customers well. They teach and encourage employees to work
in teams, which will result in a magnificent performance especially when so many
people’s lives depend on this. They not only focus on how the employees are
performing but also how they are behaving with the customers. They take feedbacks
from the customers and try to work on areas, which need fixing.

 Advance equipment
As Regent wants to be the number one preferred airline of Bangladesh, it focuses on
bringing equipment and training their employees accordingly, which will ensure a safe
flight to their consumers.

 Quality Service
They aim to provide the best service to all their customers regardless of which classes of
travel they are taking. They are constantly working to resolve their technical difficulties.
They are also focusing on improving the food and beverages provided on the airplane as
they have been facing a lot of criticism about it. They included additional features like
free Wi-Fi to help passengers choose from a variety of movies and songs and keep
themselves entertained during the long flights.

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Appreciation of Key Stakeholders

Regent Airways has been experiencing genuine monetary hardships since 2018, which
constrained it to shave off four airplanes from its armada a year ago.

They are right now experiencing a transitory upsetting circumstance. Mr. Imran Asif, CEO of the
aircraft, told correspondents at a public interview held at the Pan Pacific Sonargaon lodging in
Dhaka. The business is presently right now confronting continuous troubles and they will defeat
this monetary circumstance as they are getting support from their claiming organization, Habib
Group, which is a major enterprise. In the wake of conquering this emergency, they are
definitely going to follow the preparation systems, they made.

The security remains their first concern and they are under no condition going to bargain with
it. At whatever point they captured any danger as far as wellbeing and dependability, they have
never wondered whether to ground our airplane for important support. That is how they have
decided to do the tasks according to their priorities. Therefore, the key stakeholders do not
want to compromise with support for the strategies to make comfortable airline service, have
well trained people, advance equipment and its service quality.

Engaging stakeholders to mitigate any risk

A significant piece of a program is to distinguish and alleviate dangers to the program's


prosperity. Acting inside the general procedure and risk rules stablished by senior
administration, the people entrusted to lead explicit stakeholder commitment exercises as a
component of their program arranging can best refine this. Data on risk that have been
acknowledged and steps taken to moderate them likewise should be conveyed to senior
administration as a piece of program checking and announcing exercises. Following are the a
portion of the dangers Regent Airways related Stakeholder programs may confront and
prescribed strides to alleviate those risks:

 Too little commitment may happen: This circumstance leaves a few stakeholders
feeling as their necessities have been satisfactorily spoken to. Too little commitment can
prompt negative press, coordinated uprisings and blacklists, and activity by chose
authorities. Open and straightforward correspondence with all the important partners
can limit this danger. Despite the fact that there will consistently be a few partners who
will stand in opposition to a change, satisfactory degrees of commitment guaranteeing
that they are less in number and diminish the probability of political activity.

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 A lot of commitment may happen: This circumstance thwarts the execution cycle.
Excessively captivating partners can bring about less readiness with respect to
stakeholders to partake what is seen as a tyrannical cycle. Likewise, giving an excess of
specialized data to stakeholders who are not additionally educated about how to
decipher it can prompt bogus end. To alleviate this danger, every partners bunches need
for data ought to be evaluated and met at the suitable level.

 Lines of correspondence are indistinct: This circumstance can happen with different
partners and can bring about individual inclination formally dressed or not enabled to
impart pertinent data to other people. To alleviate the danger, it is important to
obviously distinguish and pass on the position, approval, and responsibility of all people
associated with partner’s commitment measure. At the end of the day, members need
to have all around characterized assumptions regarding whom they are relied upon to
speak with, about, what and when.

 Data is blocked off, unique, or excessively convoluted: Stakeholders should have the
option to comprehend the data that is shared. Complex data ought to be partaken in a
way and at a degree of detail that encourages partners to get it. Foundation data,
definitions, and instructional materials ought to be caused accessible to assist people
with understanding ideas that are unfamiliar to them and help those acquainted with
the ideas guarantee that their understandings are reliable with that of their friends.

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Training intervention: Design and Delivery

Training is the best thing for employees to develop their abilities and skill. In addition, the
training intervention is the most significant thing in the section. In Regent airways, a team of
trainers needs to communicate with their trainees so because of organizing, designing, or
arranging content in a rational sequence learning will arise. Training intervention will be held in
the classroom with real professionals of their fields and will be focused on providing or
delivering trainer centric experiences. It will require compulsory assessment, development of
the learning activities, content design, implementation of the program activities, and
evaluation.

For the design of the training, the trainees will be given a full course outline that says what they
will be learning in detail. It will also specify when and where they will learn as well as how the
training will be conducted. The training will be conducted in a brightly lit room with soft colors
so that the trainees can be at ease and comfortable. They will have enough space in the room
and will be provided with a spacious table. There will be breaks after every hour so that the
trainees can take a break and come back with a fresh mindset. The training program will follow
interactive session where the trainees can interact with the trainers(Noe, 2010).

 Anti-corruption training session for learners: corruption prevent is the main thing to
develop a company. For corruption, no one company can achieve its goal. Regent
airways should take this anti-corruption session which can help the learners for
understanding how the corruption effect on the company and how it’s hampered on
the company’s goal and how can we avoid those kinds of thing. They will also be taught
the backlash and punishment that they will face when they get caught. The higher ups
will be taught about this in the class from lawyers who will teach them to act ethically
and will try to change their actions. The training will also provide the learners with the
comprehension that how to find out, confine, and fight corruption for the company. At
the end of the training, they will be evaluated to see if they understand the risks of
corruption.
 Provide guideline on the financial statement: In every company, financial management
is the most important thing but if it mismanages by any chance it will be very harmful to
any company’s finance. Therefore, industry experts will give Regent airways in how to
properly manage their training. They will be taught where to invest and how much to
invest. They will be taught how to set prices for their tickets and how to manage their
expenses properly. They will also be given a guideline about their responsibility for
how-to pay the bills or taxes or keep the insurance on the right date time.

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 Customer service training tips: Because of the poor customer service, many company’s
reputation is being tarnished. The training program will give the flight attendants some
customer service tips which help them to understand customer’s needs or
problems(Patel, 2020). Therefore, the learner should practice how to communicate to
the customer clearly, always be a positive attitude, should know about their product,
which helps them to communicate with the customer, should improve their skills,
always be empathetic and polite to the customer. These skills will also be tested after
the training.
 Develop human resource quality: Human resource is the most important thing in the
company. If HR mismanages something in the company, it’ll be an effect on the entire
company. HR should enhance learner’s performance by upgrading the performance of
individuals or groups within the company. HR should know how to provide well-trained
employees by knowing or observing their job description. They are also expected to
learn how to deal with their employees and how to help them transition from their jobs
which was a big problem for Regent. They will be taught how to properly handle
employees that are being let go how to help them get another job and the appropriate
time to let the employees know. They should also be able to fix problems in the
company by themselves so they will also be taught those skills.

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Evaluating the success of the strategy/intervention

The need assessment

The pressure points or the reason for the training are poor customer service(Regent Airways
Customer Reviews | SKYTRAX, n.d.), Corruption (Islam, 2018), Mismanagement of funds(Nesa,
2019) and mismanagement of human resources. In addition, the outcomes will be to teach
them how to handle their funds properly, teach them how to provide a better customer service
and how to utilize their human resource properly. Both the lower-level employees such as the
flight attendants will need training to improve with their customer service as well as the higher-
level managements.

Developing measurable learning objective

For a better customer service, the measurable outcome will be to see if the flight attendants
can serve the customers properly if they can talk to them in a professional manner and will not
offend anyone. As they transfer this knowledge in their work, we can properly evaluate their
training once the reviews from the customers gets better.
The training provided to stop corruption will be measured in if the higher officials understand
the legal issues that they face. They will be tested on their legal knowledge and the basic
understanding of the punishments that they will face once they are caught.

The finance department’s training will be measured in by their ability to charge the right prices
for their tickets according to the correct demand and their ability to control expenses.

The training given to the human resource team will be measured by their ability to sit down
with their employees who are let go to help them get another job. They will also be evaluated
on how well they can communicate to their staff and distributing information instead of firing
their staff out of the blue.

Developing outcome measures

The outcome measures of the higher officials where they are learning to be more ethical and
will follow legal procedures the outcome measure will be a combination of cognitive and

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affective. They will have to show that they have learned the laws and punishments that they
would face if they brock those laws and they would have to change their behavior and have to
act more ethically. As only learning about the ethics laws and punishment wouldn’t mean that
they change their behavior(Noe, 2010).

The flight attendants’ outcomes will be measured by affective and skill-based outcomes. They
will have to show that they learned how to deal with the customers and how to serve them and
perform the tasks that they request. They will also have to change their behavior, which is very
important to serve the customers better.

The human resource department’s measures will have a cognitive outcome where they will be
tested on the right producers that they should follow before letting go of employees and what
things they can do for the employees before they are let go(Noe, 2010).

The finance department’s measure will have a cognitive outcome. They will be tested to see if
they can analyze demand and cut back on the expenses.

Evaluating strategy

The evaluation strategy for the higher officials will be to take a post training test just to see if
they understand the law. The test will only be used to determine if they have understood the
law and punishments. The affective evaluation is a very hard thing to judge as it is very difficult
to judge if someone’s behavior has changed. It will be evaluated after they start transferring the
knowledge into their work(Noe, 2010).

The evaluation strategy for the flight attendants will consist of a pre-test and a post-test. This
will be used to figure out how much they actually knew before the training and how much they
learn after the training. This will give an added validation to the training. Since Regent Airways
will have to train all their new flight attendants. This will be a good way to see if the training is
consistent. If this is consistent then this method can be used to train the flight attendant in the
future(Noe, 2010).

The evaluation for the finance and human resource department will follow a similar process as
the flight attendants where they will be tested before and after. The finance department will be
tested on their skills to manage expenses and generating revenue by calculating demand and
charging ticket prices accordingly. The Human resource department will be tested on their
ability to help the employees getting a new job and if they understand what process, they have
to follow before laying off employees. The pre- and post-tests will give the training validity and
if its effective they can use it to train new employees.

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Success of the training

The success of the training will highly depend on the mindset of the trainees, especially the high
officials. Since most of their training will be focused on changing their behavior and changing
behavior greatly depends on person to person so even if someone decides to act legally and
some may not actually change their behavior. As for the flight attendants and the human
resource department their training is likely to have, a positive impact as their outcomes are
cognitive and skill based which is easier to implement in a work environment.

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Findings and analysis

We have found that Regent Airways has had some big problems in their company that has been
causing them to lose customers, employees and revenue. They have been found guilty for
corruption, their customer service is very bad and their finance and human resource
department needed a lot of training.

The bad customer service had a direct impact on their revenue. Passengers preferred other
airline companies with better customer service. Moreover, the problem with their financial
department where they couldn’t set the correct price for their tickets also affected their
revenue combined with their miss management of expenses resulted in regent airways making
a loss which intern led to them letting go of a lot of their staff which caused them to face
negative P.R.

However, the training will only be effective if the trainees decide to implement their training. If
there is an environment that allows the transfer of training and if the support from the higher
management comes.

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Recommendations

 There ought to be office of training programs with the goal that the representatives get
more information.
 Here is less scope of advancements of the representatives, so we think the scope of
getting promotions ought to be expanded in arrange to propel employees. 
 Regent Airways has no CSR exercises, so we figure they should begin their CSR exercises.
It would not exclusively be valuable to the individuals of the nation yet additionally for
the organization itself.
 Regent Airways ought to offer transportation offices to
its workers as numerous employees come from distant away. 
 The working hour has two movements. One is from 09:00 am to 05:00 pm and another
beginnings from 12:00pm to 08:00pm yet it regularly surpasses due to work pressure.
To stay away from this is essential.
 The representatives got their reward late, which can make the representatives
despondent. Therefore, the workers ought to get their reward as expected.
 The customer service should be satisfactory as per mentioned in its problems they are
facing and find out a proper solution.

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Conclusion

Regent Airways is an affiliate of Habib Group, which is one of the leading corporations of
Bangladesh. Regent Airways has always been attempting to find better alternatives to some
form of passenger issue and try to keep up with their tagline that is ‘every little things count.’
This airway has gained prominence in the domestic as well as international market in a very
short period. Regent is extremely well known for having several distinctive approaches to gain
the loyalty and trust of their passengers. Recently this has not been the case; Regent has been
facing quite a lot of criticism due to its lack of customer satisfaction, poor quality service, and
corruption, mismanagement of funds and mishandling of the human resource management.
Nonetheless, the have begun to take actions in order to improve their service quality by
conducting need assessment which will determine the loopholes and help them take the
necessary steps. This way they can identify the problems and take feedbacks from the
customers while arranging different training sessions for the employees. Regent must also work
in teams to prevent the building of corruption inside the company by planning some sort of
anti-corruption session to make the employees understand about how it can affect the
company’s present and future goals. All these improvements can make Regent the number one
preferred airways of Bangladesh as it has always wanted to become.

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References

About Us. (n.d.). Retrieved from Regent Airways: http://www.flyregent.com/pages/15/About


%20Us

Islam, S. (2018, June 28). Regent Airways accounts frozen for tax evasion | Dhaka Tribune.
Dhaka Tribune. https://www.dhakatribune.com/business/2018/06/28/regent-airways-
accounts-frozen-for-tax-evasion

Nesa, J. (2019, April 14). Regent cuts fleet size to beat financial woes | The Daily Star. The Daily
Star. https://www.thedailystar.net/business/news/regent-cuts-fleet-size-beat-financial-
woes-1729741

Noe, R. (2010). Employee Training and Development.pdf - Google Drive (B. B. J. Gordon (Ed.);
5th ed.). McGraw-Hill Irwin.

Omer,A.H.(2019). 9 Challenges In Designing Training Interventions Solved By Letting Form


Follow Function: e learning industry. Retrived
Fromhttps://elearningindustry.com/designing-training-interventions-challenges-solved-
form-follow-function

Patel, S. (2020, December 19). Customer Service Training: The Essential Guide: Reve chat.
Retrieved From https://www.revechat.com/blog/customer-service-training/
Regent Airways Customer Reviews | SKYTRAX. (n.d.). Skytrax. Retrieved January 8, 2021, from
https://www.airlinequality.com/airline-reviews/regent-airways/
Regent. (2020, November 14). Regent Airways. Retrieved from Wikipedia:
https://en.wikipedia.org/wiki/Regent_Airways

Regent Airways. (2020, November 02). Retrieved from Wikipedia:


https://bn.wikipedia.org/wiki/%E0%A6%B0%E0%A6%BF%E0%A6%9C
%E0%A7%87%E0%A6%A8%E0%A7%8D%E0%A6%9F_%E0%A6%8F%E0%A6%AF
%E0%A6%BC%E0%A6%BE%E0%A6%B0%E0%A6%93%E0%A6%AF%E0%A6%BC
%E0%A7%87%E0%A6%9C

22
Regent Airways Customer Reviews. (n.d.). Retrieved from Skytrax:
https://www.airlinequality.com/airline-reviews/regent-airways/
Star Business Report. (2020, January 8). Regent Airways confident of turnaround. The Daily
Star. https://www.thedailystar.net/business/news/regent-airways-confident-turnaround-
1851544

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Appendix

Name ID Topic Page

Tasmiya Hasan Mim 1520733030 Executive summary, 8


Methodology
Sohini Saayantani 1731114030 Training Strategy 10,20
Saha (Purpose, Aims and
Objectives),
Conclusion
Nawshin Jahan 1731258030 Training Strategy 11, 12, 19
(Appreciation of key
stakeholders,
Engaging
stakeholders to
mitigate any risk),
Recommendations
and Compiled the
report
Tawhidul Azam Utsho 1811610030 Evaluating the success 15-18
of the
strategy/intervention,
Findings and analysis
Jarin Tasnim 1811836630 Introduction, 7, 9
Introduction to
organization and
training &
development need
Sumaya aporna 1821416030 Training intervention: 13, 14
Design and Delivery

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