Translating HR Training into Quality Service at Management Services Department

Abstract

The ability of modern business organisations to succeed largely hinges on the Quality of its human resources. Well trained and highly developed employees awe Considered as the bed rock for such success. The purpose of this study therefore Was to examine the relationship between training and development and service Delivery in Management Services Department , a Civil Service organisation. The study Adopted a survey approach where relevant data was collected by means of a Structured questionnaire. Subjects for the study comprised thirty (30) employees Which constitutes 60% of the entire population of fifty staff .The findings indicate That although the Office of the Head of Civil Service (OHCS) has developed a broad—based Training and Development Policy aimed at ensuring systematic acquisition of training for the continuous renewal and professional development of the Human Resource Base for Civil Service organisations such as MSD, the course content is not directly linked to the job description and schedule of staff .Results also revealed that there are inadequate training and development programs with emphasis on customer care and service delivery .The study established that training and development have significant influence on the performance and productivity of employees. The study recommended that management should offer training and development programs tailored for jobs in the Department ,create an enabling environment that supports trainees to apply lessons learnt in training and undertake periodic impact assessment of training programmes to clearly identify deficiencies in the training design and take remedial action where necessary to aid staff to improve their skills, upgrade knowledge and strengthen competencies