Effect of Human Resource Development Programme on Employee Performance in Kenya Commercial Bank Contact Centre
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Date
2011Author
Munyendo, Brenda S
Type
ThesisLanguage
enMetadata
Show full item recordAbstract
Human resources development is a framework developed for helping employees to
develop their personal and organisational skills knowledge and abilities. The focus of all
aspects of human resources development is on developing the most superior work force
so that the organisation and individual employees can accomplish their work goals in
service to customers. It focuses on expanding employees’ potential through conscious
and unconscious learning process with the view of enabling the individual to take up
future roles within the organisation. The attention is more on the learner than on the
learning.
The main objective investigated during the study was to determine the effect of human
resources development programmes on employee performance. The research adopted a
longitudinal case study where the unit of study was KCB contact centre and time series
analysis was used to analyse the data.
The study recommends that KCB Contact centre should consider integrating human
resources development programmes with the organisations objectives. While
implementing human resources development programmes, organisations ought to
embrace all the programmes wholly and integrate them well with their organisational
goals and objectives if they are to remain competitive. In conclusion employees are
important resources and should be involved in the planning of the human development
programmes to make the whole process participatory. Further study should be done on
the perceptions of the employees on the human resources development programme
offered by the bank and their effect on employee performance.
Publisher
University of Nairobi
Rights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
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