A Project Report

On
Impact of training and development on employee performance and output
A case study of (FORTIS HEALTHCARE HOSPITAL)

SUBMITTED IN PARTIAL FULFILLMENT TO

FORTIS ESCORTS HOSPITAL JAIPUR,

For the Degree of
MBA- Human Resource Management
(Department of HRM)

SUBMITTED BY:-
SUPERVISED BY: -
DEEPIKA KHANDELWAL
Mrs. DALJEET KAUR
IET COLLEGE ALWAR
HUMAN RESOURCE ,FORTIS ESCORTS HOSPITAL MBA (HRM)
JAIPUR,
SEM III
 ACKNOWLEDGEMENT
It is with a deep sense of gratitude that I acknowledge the cooperation and support of “Fortis Escorts Hospital

Jaipur” which gave me the unique privilege of completing my project by visiting its premises for 45 days and

provided me with an opportunity to interact with the various personnel.

I am particularly grateful to Mrs. Daljeet kaur (HR) my corporate guide, It was indeed very gracious of her to

spare his valuable time and suggestion to me whenever needed and give an elaborate insight into the functioning of

the company as also to answer all my queries patiently . I sincerely express my gratitude to her.

I am gratified to the member of HR department, for their time and constant support they gave from their busy

schedule which helped me to complete my project.

I am also thankful to rest of the staff of the hospital who assisted me directly or indirectly.

I am thankful to my parents, friends who have supported me and inspired me in this project.

Thanking you

Deepika Khandelwal
 Abstract
The main objective of the study was to investigate whether training and
development has impact on employees’ performance and output. This study is
quantitative in nature. Data for the study have been collected through primary
source that are from questionnaires surveys. There were two variable Training and
Development (Independent) and Employees’ performance and output
(Dependant). Employees of Fortis healthcare hospital, Jaipur were selected for the
study. Fifty questionnaires were distributed for the collection of data. The goal
was to see whether Training and Development has an impact on Employees
Performance and output. Data were analyzed and discussed. Relevant literatures
were also studied about topics related to this research.
Keywords: Training, Development, Employees, Performance and output.
CHAPTER 1
 Overview of the Hospital:

Fortis Healthcare Limited is a leading integrated healthcare delivery service

provider in India. Fortis Escorts Hospital Jaipur is first hospital in country to
attain NABH accreditation in minimum stipulated time (six month) after
commencement of operation and was re-accredited on 27th April 2011. FEHJ
is specialties in Cardias sciences, neurosciences, renal sciences and
gastrointestinal diseases. The hospital also provides superior services in
mother and childcare.
Orthopedics and also a complete range of multi-specialty services in all
disciplines. FEHJ has dedicated facilities for comprehensive care of trauma
patients and other in need of emergency care which includes an emergency
operation theatre and 10-bedded medical intensive care unit
(MICU). FEHJ is first amongst the proposed multi super specialty hospital to
be set up in Rajasthan. FEHJ is first amongst the proposed multi super
specialty hospital to be set up in Rajasthan. FEHJ is a super-specialty hospital
backed by multispecialty.
 Company Brand and Logo
The Fortis brand with its distinctive logo is a synthesis of human values of trust, ethics
and service and quality healthcare. We project clinical excellence, distinctive patient
care, transparency in actions & high level of integrity and excellence is all that we do.
Our logo projects these very values. The integration of the hands (in a distinctive
‘green’ with a ‘red dot’) and the human figure is completely seamless and is
representative of ‘Fortis’ responsive approach to healthcare. The green color of hands
is representative of health, wellbeing, compassion, nurturing and generosity while the
red dot gives an immediate association to our Indian roots, while it is also represents
energy, spirituality, courage and symbol of good luck. At Fortis we intrinsically believe
that excellence is a not a destination – but a journey.
 Fortis Value

There are five main point values of Fortis hospital.

•Patient Centricity :
1.Commit to 'best outcomes and experience' for our patients.
2.Treat patients and their caregivers with compassion, care and understanding.
3.Our patients' needs will come first.
•Integrity:
1.Be principled, open and honest.
2.Model and live our 'Values'.
3.Demonstrate moral courage to speak up and do the right things.
•Teamwork:
1.Proactively support each other and operate as one team.
2.Respect and value people at all levels with different opinions, experiences and backgrounds.
3.Put organization needs' before department / self-interest.
4. Ownership:
4.1 Be responsible and take pride in our actions.
4.2 Take initiative and go beyond the call of duty.
1.Deliver commitment and agreement made.
5. Innovation:
5.1 Continuously improve and innovate to exceed expectations.
5.2 Adopt a 'can-do' attitude.

5.3 Challenge ourselves to do things differently.

 Fortis Vision:
Globally respected healthcare organization recognized for clinical
excellence and distinctive patient care.
Fortis Mission:
To be the preferred super specialty health care provider for international
standards known for patient centric care and clinical excellence through
continual improvement of processes and outcomes.
Quality Policy:
To create world class integrated healthcare delivery system in India,
entailing the finest medical skills combined with compassionate patient
care.
Accreditations:
National accreditation board for hospital and healthcare providers
(NABH) Accreditations. Fortis escorts hospital is NABH accredited
Multi Super specialty Hospital in Rajasthan.
 SWOT Analysis

STRENGTH:
•Low delivery cost
•World class facilities
•India is very well placed to tap the growing potential of the healthcare sector.
WEAKNESS:
•Increasing cost of curative medical services
•Limited health benefits to employees
•Limited number of quality medical institutions.
OPPORTUNITIES:
•Healthcare industry is the world’s largest industry with total revenue of approx. us$ 2.8 Trillion
(2005).
•Medical tourism in India will be one of the major sources for foreign exchange.
THREATS:
•Poor public infrastructure
•Inflation
•Medico legal jurisdictions
CHAPTER 2
 The main object of every organization is to improve its performance
but it can never be possible without the efficient performance of
employees. Therefore, the performance management system came
into effect as a management reform to address and redress concerns,
organizations had about performance .
 Performance refers to the accomplishment of something or mere
working effectiveness. In an organization performance is realized at
the levels of organization, process and individuals and the
interrelationships among these will define the vantage points of the
organization.
 In contributing to the overall goal of the organization, training and
development processes are implemented as this benefits not just the
organization but also the individuals making up that organization. For
the organization, training and development leads to improve
profitability while cultivating more positive attitudes toward profit
orientation.
General Benefits of Training and Development
•Increased job satisfaction and morale among employees.
•Increased employee motivation.
•Increased efficiencies in processes.
•Increased capacity to adopt new technologies and methods.
•Increased innovation in strategies and system.
•Reduced employee turnover.
•Risk management, e.g., training about sexual harassment,
diversity training.
 L&D Framework to achieve Excellence

Induction Training

Unit Specific Training w.r.t. TRA

Service Excellence Training

Impacting Service Excellence

Learning Forums

Leadership Development Training

Functional Training

Supervisory Training

Training Effectiveness Index (TEI)

Service Excellence - One Fortis - A Journey.
Service Excellence Curriculum – At a glance
 FUNCTIONAL TRAINING
Functional
Learning Path

Purpose:
Functional Learning Path’ is a structured approach for enhancing necessary knowledge, skills and attitude of
a new colleague in the respective function and role. The program aims at getting the learner onboard faster,
thereby enabling him/her to perform better on the job i.e. deliverables of role, meeting stakeholder
expectations and respond promptly and efficiently to customers.
Scope:
The functional learning path caters to all new employees who join the XYZ department, and shall
encompass the sub-functions of the department.
Objectives:
At the end the participant will have:
•Better familiarization with the scope and working of all functions of XYZ department .
•Enhanced understanding of their job role, responsibilities and deliverables.
•Know-how about all the Standard Operating Procedures of the function .
•Be aware of learned behaviors/Fortis ways of working in real-life scenarios, so as to improve upon them.
 Leadership Development Programs @FHL

Reaching Your Peak (RYP)

Fortis People Manager (FPM)

Leadership : Next Paradigm (LNP)

Nursing Leadership Program (NLP)

Leadership Peer Exchange Program

 Fortifying Patient Experience
(FPE)
Objectives of FPE:
• Better connect and establish rapport with patients/attendants by applying AIDET.
• Seek feedback from patients/attendants using appropriate open ended questions .
• Apply LEAP to effectively resolve and cater to diverse scenarios/customer types.
• Effectively communicate and provide solution/response to address the grievance
At the end of this program, the participants would be able to enhance their skill in:
Using AIDET (Acknowledge, Introduce, Duration, Explain, Thank You).
• Creation and application of open-ended questions to seek feedback.
• Active Listening (with empathy and compassion) • Apologizing authentically and
Providing solutions .
CHAPTER 3
 Training and development are planned learning experiences which teach
employees how to perform current and future jobs more effectively emphasizes that
training focuses on present jobs while development prepares employees for
possible future jobs. Basically, the objective of training and development is to
contribute to the organization's overall goal.( International Journal of Academic
Research in Business and Social Sciences ,April 2014, Vol. 4).
 Training is the crucial area of human resource management; it is the fastest
growing segment of personnel activities. Training which is referred to as a course of
diet and exercise for developing the employees’ effective, cognitive and
psychomotor skills assist the organizations to have a crucial method of developing
the employee towards enhancing his productivity. Training is therefore a key
element for improved organizational effectiveness; it increases the level of
individual and organizational competences. It helps to reconcile the gap between
what should happen and what is happening – between desired targets or standards
and actual levels of work performance.( European Journal of Business and
Management, Vol.6).
CHAPTER 4
Objectives of the Study
To carry out the study of FORTIS, we framed the following objectives:
1.To gain the basic knowledge about training and development at Fortis healthcare Jaipur.
2. To study the process, nature and Importance of training and development.
3. To study the need for training and development in an organization.
4. To study the impact of training and development on employee performance and output.
SAMPLING PLAN:
•Sample size= 50 employees
•Sample area= Fortis Healthcare Jaipur.
Limitations of Study
•Study is limited to 50 employees
•Employees were not able to give proper time due to their busy schedule and time
constraints
•Employees may have given wrong answers fearing the adverse consequences.
•Study is limited to Fortis Hospital Jaipur area only.
CHAPTER 5
Q1.My Hospital has a training and development policy applicable to all employees?

21 Agree
Strongly Agree
23
Netural
Disagree
StronglyDisagree

INTERPRETATION
From the above chart we can conclude that out of 50 respondents 23
respondents are strongly agree that Hospital has training and development
policy applicable to all employees. Whereas 21 respondents are Agree and 4
respondents are neutral.
Q2.My hospital links training and development with our organization vision?

10 12

Agree
Strongly Agree
Netural

28 Disagree
Strongly Disagree

INTERPRETATION
From the above chart we can conclude that 28 respondents are strongly
feels that the hospital links training and development with it’s vision.
Whereas 12 respondents are agree and 10 are neutral.
Q3. Performances, goals, are behavioural, result –oriented and achievable?

10
11
13

Agree
Strongly Agree
Netural

25 Disagree
Strongly Disagree

The above chart shows that 25 respondents strongly feels that the
performance and goals are behavioral, result-oriented and achievable.
Whereas 13 respondents are neutral and 11 respondents are agree and 10
respondents are disagree.
Q4. My Hospital has Full-Pledged training and development department managed with competent professionals?

YES
NO
48

INTERPRETATION
From the above chat we can interpret that out of 50 respondents 48
respondents feel that the hospital has full-pledged training and development
department managed with competent professionals. Whereas 2 respondents are
disagree.
Q5. Does the training enhance skill and knowledge?

YES
NO
47

INTERPRETATION
The above chart shows that 47 respondents are agree with fact that
the training enhance skill and knowledge whereas 3 respondents are
Disagree with the fact that training enhance skills and knowledge.
Q 6. Does the Functional training imparted rigorously?

YES
NO
49

INTERPRETATION
From the above chart we can interpret that out of 50
respondents 49 respondents feels that functional training
imparted rigorously. Whereas 1 respondent is disagree
Q 7. Does the behavioural training imparted rigorously?

15

YES
35
NO

INTERPRETATION
From the above table we can conclude that 35 respondents feels that behavioural
training imparted rigorously whereas 15 respondents are disagree.
Q 8. Does the training build up team work?

YES

42 NO

INTERPRETATION
The above charts shows that out of 50 respondents 42 respondents think
that training to employees build up team work.Whereas 8 respondents
are disagree with the fact.
Q 9. Do you feel that training and development programmes effects employees performance and output?

2 12

16 Strongly Agree
Agree
netural
Disagree
20 Strongly Disagree

INTERPRETATION
From the above chart we can interpret that out of 50 respondents 12
respondents feel that the training and development programmes Effect the
employees performance and output . Whereas 20 respondents are agree
and 16 respondents are neutral and 2 respondents are Strongly disagree.
Q 10. Do you satisfy with organization training and development programmes?

YES

41 NO

INTERPRETATION
From the chart we can conclude that 41 respondents are satisfied with the
organisation training and development programmes. Whereas 9 respondents are not
Satisfied.
Q11. Does the trainer imparts training effectively?

YES
NO
45

INTERPRETATION
From the above pie chart we can conclude that 45 respondents says that the
trainer imparts the training effectively whereas 5 respondent are not in favour of
the fact.
 CHAPTER V
FINDINGS, CONCLUSIONS
& SUGGESTIONS
•From the above survey it was that the hospital has training and development policy applicable to
all employees.
•Hospital links training and development programmes with its vision.
•In the survey it was found that Performance and goals are result –oriented and achievable.
•From the survey it was found that Hospital has Full-Pledged training and development department
managed with competent professionals.
•It was found that the training provided to the employees enhance skills and knowledge.
•By the survey it was found that the functional and behavioural training imparted rigorously.
•It was found that the training build up team work.
•From the survey it was found that the training and development affects the employee’s
performance and output.
From the survey we can conclude that the Fortis healthcare has training
and development policy applicable to all employees and has a separate
training and development department with specialized team .The hospital
links training and development programmes with its vision. It was found
that the respondents feel that the training provided to them enhance their
skills and knowledge and training also build up team work. From the
survey we can conclude that the training and development programmes
affect employee performance and organization output.
 Suggestions
•Head of department should emphasis the team members on
the importance of training imparted in the organization.
•Visit of the employees to the other units to know about there
working culture and practices.
•Rewards and recognition should be given to the employees
who attends maximum training.