Effect of Human Resource Development Programme on Employee Performance in Kenya Commercial Bank Contact Centre

Abstract

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.