Abstract

ABSTRACT
Author Aidah Nassazi

Employees are major assets of any organization. The active role they play towards a
company’s success cannot be underestimated. As a result, equipping these unique assets
through effective training becomes imperative in order to maximize the job
performance. Also position them to take on the challenges of the today’s competitive
business climate. Although extensive research has been conducted in the area of
Human Research Management, the same cannot be said on employee training especially
as it concerns developing countries.
The purpose of this thesis was to evaluate the effects of training on employee
performance, using the telecommunication industry in Uganda as case study. In order to
understand the study aim, four goals were developed and these focused particularly on
identifying the training programs’ existing in the industry, the objective of the training
offered, the methods employed and finally the effects of training and development on
employee performance.
The study was based on three case studies of the biggest telecommunication companies
operating in Uganda. A qualitative research approach of the data collection was adopted
using a questionnaire comprising of 18 questions distributed to 120 respondents. Based
on this sample the results obtained indicate that training have a clear effect on the
performance of employees. The findings can prove useful to Human resource managers,
Human resource policy decision makers, as well as government and academic
institutions.
Keywords Training, Performance.

Table of Content

Contents
1. INTRODUCTION .................................................................................................. 10
1.1 Background of the Study ................................................................................. 10
1.2 Problem Statement ........................................................................................... 11
1.3 Goals of the Study ............................................................................................ 12
1.4 Definition of key concepts ............................................................................... 12
1.5 Structure of the study ....................................................................................... 13
2. HUMAN RESOURCE MANAGEMENT ............................................................. 15
2.1 Staffing ............................................................................................................. 16
2.2 Training and Development .............................................................................. 16
2.3 Performance appraisal ...................................................................................... 17
2.4 Compensation and benefit ............................................................................... 19
2.5 Union, employee relations, health and safety .................................................. 20
3. HUMAN RESOURCE TRAINING AND DEVELOPMENT ............................... 21
3.1 Training ............................................................................................................ 21
3.2 Benefits of training .......................................................................................... 21
3.3 HR training needs ............................................................................................ 22
3.4 Training and development methods ................................................................. 24
3.4.1 Job rotation and transfers ............................................................................... 25
3.4.2 Coaching and/or mentoring ........................................................................... 25
3.4.3 Orientation ..................................................................................................... 26
3.4.4 Conferences ................................................................................................... 26
3.4.5 Role playing ................................................................................................... 26
3.4.6 Formal training courses and development programmes ................................ 27
3.5 Employee performance .................................................................................... 27
3.6 Effect of training on performance .................................................................... 29
3.5 The other factors affecting employee performance ......................................... 32
3.5.1 Management – subordinate relationship ........................................................ 32
3.5.2 Working conditions ....................................................................................... 32
3.5.3 Reward system ............................................................................................... 33
3.5.4 Health unionization ....................................................................................... 33
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3.5.5 Team work ..................................................................................................... 34
4. METHODOLOGY ..................................................................................................... 35
4.1 Research design .................................................................................................... 35
4.2 Data sources and collection methods.................................................................... 36
4.3 Research validity and reliability ........................................................................... 38
5.1 Brief literature on the three case companies ......................................................... 40
5.1.1 Mobile Telephone Network (MTN) .............................................................. 40
5.1.2 Warid ............................................................................................................. 41
5.1.3 Uganda TeleCom (UTL) ............................................................................... 42
5.2 Sample characteristics .......................................................................................... 43
5.3 Training and development at the case companies ................................................ 45
6. CONCLUSION .......................................................................................................... 52
REFERENCES ............................................................................................................... 53

Introduction

INTRODUCTION
There is no doubt that organizations worldwide are striving for success and outcompeting those in the same industry. In order to do so, organizations have to
obtain and utilize her human resources effectively. Organizations need to be
aware of face more realistically towards keeping their human resources up-todate. In so doing, managers need to pay special attention to all the core functions
of human resource manangement as this plays an important role in different
organizational, social and economically related areas among others that are
influential to the attainment of the organizational goals and thus organizations
successful continuation in the market. This study, therefore, goes on to discuss
one of the core functions of human resource which is training, employee
performance, and how the earlier affects the latter.
This chapter is divided into four sections, which will give the reader a comprehensive
overview of the study. The first section presents the subject matter by presenting the
background of the study. This is will be followed by the statement of the research
problem and the purpose of the study. Finally, the last section presents an overview of
the progress of the rest of study.
1.1 Background of the Study
Organizations are facing increased competition due to globalization, changes in
technology, political and economic environments (Evans, Pucik & Barsoux 2002,
32) and therefore prompting these organizations to train their employees as one of
the ways to prepare them to adjust to the increases above and thus enhance their
performance. It is important to not ignore the prevailing evidence on growth of
knowledge in the business corporate world in the last decade. This growth has not
only been brought about by improvements in technology nor a combination of
factors of production but increased efforts towards development of organizational
human resources. It is ,therefore , in every organizations responsibility to enhance
the job performance of the employees and certainly implementation of training
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and development is one of the major steps that most companies need to achieve
this. As is evident that employees are a crucial resource, it is important to
optimize the contribution of employees to the company aims and goals as a means
of sustaining effective performance. This therefore calls for managers to ensure an
adequate supply of staff that is technically and socially competent and capable of
career development into specialist departments or management positions (Afshan,
Sobia, Kamran & Nasir 2012, 646).
The question that may arise in many instances is why human resources are
important. Bearing in mind that human resources are the intellectual property of
the firm, employees prove to be a good source of gaining competitive advantage
(Houger 2006), and training is the only way of developing organizational
intellectual property through building employees competencies. In order to
succeed. Organizations have to obtain and utilize human resources effectively.
Organizations ,therefore, need to design its human resource mananagement in
ways that fit into the organization’s structure as this it will make the organizations
achieve their goals and objectives. Moreover, it is also important for organizations
to assist their workforce in obtaining the necessary skills needed and, increase
commitment. The management of human resources in Africa in general and
Uganda in particular is rather challenging as most organizations have difficulties
finding proper human resources. This may partly be a result of the different kinds
of problems, for example, political instability, corruption, bureaucracy, poor
infrastructure, low levels of education and purchasing power, diseases and famine
known to prevail in the African business context (Kamoche 2002, 994 – 995).
1.2 Problem Statement
Despite the increasing effects on training of organizational employees by
organizations, there is still limited literature on human resource development
issues in developing countries (Debrah & Ofori 2006, 440) and increasing
concerns from organizational customers towards low quality services in the
telecommunications sector. It is further worth noting that while much is known
about the economics of training in the developed world, studies of issues
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associated with training in less-developed countries are rarely found. The existing
studies in this relation (Harvey 2002; Harvey, Matt & Milord 2002; Jackson 2002;
Kamoche 2002; Kamoche, Debrah, Hortwiz & Muuka 2004; Kraak 2005) have
taken a general human resource management (HRM) focus creating a gap on
issues such as the effect of training on employee performance. This study will
contribute in minimizing this gap in the literature and thereby establish the basis
to understanding of some aspects of human resource management in general and
training in particular in Uganda.
1.3 Goals of the Study
In light of the above background, the aim of the study is to examine the effects of
training on employee performance within the telecommunication industry in
Uganda. The sub goals included are as follows:
 What training programs exist in the telecommunications sector?
 What are the training objectives ?
 What methods are used and do these methods meet the training objectives?
 How does training affect employee performance?
It is expected that the findings of this study will help highlight the ways in which
human resource training can be beneficial not only to the organizations but also to
the career development of its employees. All in all, the result s pave way of
improving human resources needed for the competitive performance of
organizations operating in the same line of business as the sample companies in
Uganda and Africa in general.

Effects of training on Employee performance. Case Study from Uganda.

Key Features

Table of Content

Introduction