The Icfai University Press on Training and Development: Perspectives from the Service Sector

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The service sector in India is growing at a phenomenal pace â€“ 9% since the mid-1990s. The growth in the IT/ITES services is especially noteworthy. Itâ€™s share of the global offshore market for IT services is 65%. A number of other sectors such as retailing, tourism, media, education, healthcare, etc. have a huge potential for growth and to fuel the growth a large number of suitably qualified and trained workforce is needed. India, with a high proportion of low cost English-speaking population and a large number of technically and professionally qualified professionals is a contributing factor to the growth of the service sector. However, these advantages are not enough. Currently, there is a mismatch between the vocational skills obtained by a number of graduates passing out of tertiary institutions and the skills needed by the industry. Therefore, training and development activities have a great role to play in bridging this gap. Service professionals have to invariably deal with customers directly. Hence, they need to be equipped with soft skills in addition to technical and business skills. HR professionals have to ensure that HRD interventions equip employees with the requisite skills in order to ensure efficient service delivery, improve customer satisfaction, and positively impact the bottom line of the business. This book offers a number of different perspectives with regard to training and development in the service sector. It can serve as a useful reading reference for HR professionals, business students, business teachers, and business executives.

ABOUT THE AUTHOR Sumati Reddy

Sumati Reddy holds a Masters Degree in Business Administration from the Royal Melbourne Institute of Technology, Australia. Her other qualifications include, Bachelor of Arts, Diploma in Hotel Management, Certified Hospitality Educator, Diploma in French, and Diploma in Spanish. She is currently pursuing Ph.D. in the field of Organizational Behavior from Osmania University, Hyderabad. Her topic for the dissertation is â€˜The Impact of Organizational Culture on Organizational performance.â€™ She is a Faculty Member at ICFAI Books, Hyderabad, an affiliate of The ICFAI University. She has edited books on Corporate Social Responsibility, Workforce Diversity, Training and Development and Performance Management. She is also an Adjunct Faculty at the ICFAI Business School, Hyderabad, where she teaches Organizational Behavior and Human Resource Management. Her areas of interest include international organizational behavior with a focus on change management, international negotiations, group dynamics, and managerial competencies; and experience in the hospitality and pharma sectors in the functional area of Human Resource Management.