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It has been observed under many situations in Nationalised Banks that the employees in the front office handling the day to day operations like transactions, database management etc often face many problems which are generally trivial in nature and quite basic in troubleshooting for e.g. If a file is hidden then it is difficult for them to retrieve the path of the file and they often think that the file is deleted or someone has misplaced the data.
To overcome such problems we are designing a training program which will cater to the needs of such employees and hence lead to overall customer satisfaction and increase in the efficiency of the bank.

Presentation:

Computer awareness training program for the employees of a nationalized bank

Steps in the Training Program

Needs Assessment

• Troubleshooting required is basic and trivial in nature.
• Mainly related to front office operations.
• Issues brought under light after the interviews conducted for the employees of the bank.
• A number of account holders have shifted to private banks because of better customer satisfaction and delay in transaction processing.
  

Objectives of the training

• The trainee should be able to troubleshoot the problems related to internet/ intranet, computer software and hardware.
• The trainee should be able to install printer, scanner and other peripheral devices.
• If the accounting software fails the trainee should be able to access the database immediately so as to continue banking transactions.
• He/She should be well aware of the Standard Operating Procedures (SOP’s) in case of network failure from the main head office.
• After the completion of the training program the trainee will identify the basic troubleshooting problems related to his system and will accurately solve them without hampering work for a long time.
  

Identification of employees for the training program

• The Self-Appraisal Form
• The Manager Review Form
  

Lesson Plan

• The Content to be covered.
• How to sequence the various activities.
• Selecting the training medium.
• Select or develop exercises based on the trainer’s experience.
• The method of training to be used.
• The evaluation process after the training.
  

Training Schedule

• Should not hinder day to day operations
• Trainees with family and other obligations
• Tired employees
• Time of training is very important
• Training schedule
  

Training Method

• Instructor led Classroom training program.
• Theory duly supported with practical demonstration of problems.
• Certain training programs suited to achieve a particular objective . For e.g. Interpersonal skills
• Time and Money availability.
• Availability of other resources. For e.g.. SAP or ERP training require extra resources.
• Trainee Characteristics and preferences.
  

Training Materials

• Handouts
• Visual aids like snapshots and power point presentations.
• Course manuals containing the required theory.
• Practical demonstration of the troubleshooting problems in the class so as to directly apply the concepts learned.
  

Basic Hardware Information

Course Content related to Troubleshooting

Illegal operations like:-

• Memory conflicts (bad memory)
• Dirty CD or corrupt files on a floppy
• Highly fragmented hard drive
• Corrupt files (Windows or another program)
• Virus or spyware
• New hardware (possible driver issue or setting conflict)
  

Slow Computer

• Check free space on your hard drive
• Run scandisk (possibly corrupt files)
• Too many processes (possibly spyware) running in the background
• Computer overheating (check fan)
• Recently installed hardware, software or updates?
  

Program not responding

• Bugged software
• Conflicts between hardware or software
• Lack of system resources (memory, hard disk space, too many active programs)
  

Computer lock-up situations

• No mouse control? Do you have keyboard control?
• You can check by pushing the caps lock or num lock keys on your keyboard and seeing if the corresponding lights respond.
• Have keyboard control, push CTRL-ALT-DELETE at the same time to access the task manager.
• End the program that is “not responding” in the task manager.
• Save anything you are working on and reboot the computer.
• No keyboard control? Hold the power button in for a few seconds.

Computer Backup

• Keep the files you want to backup in a central location. Use My Documents. One can easily backup the My Documents folder using Windows Backup tool.
• Be aware that if you want to backup your entire system you’ll need a large capacity storage device.
  

Computer Spyware/Adware Symptoms

• Computer suddenly slow.
• Unknown icons in your windows system tray (the lower right corner)
• Modem lights blinking when you aren’t doing anything online.
• Pop up windows when you don’t have any programs running
  

Some Healthy Computing Habits

• You should make a backup of the data when you do not want to re-enter everything you have entered since your last backup. (Schedules can range from every item to months.)
• You should regularly check that your backups work.
• Multiple backups and off-site backups are often required.
• Anti-virus software.
• Regularly updated virus definitions for the anti-virus software. (Automated if available.)
• Current security patches applied to operating system and applications.
• Scrutinize any unexpected attachments that are e-mailed to you. (Particularly “.vbs” and “.exe” files.)

Troubleshooting related to a Network

• Restart
• Try another Internet Based Service
• Check the connection from another computer
• Ping
• Check the network Neighbourhood
• Reboot the router
• Reinstall the TCP/IP protocol
  

Windows networking

1. Open up the Network Icon in the Control Panel
2. You want to see “File and Print Sharing for Microsoft Networks” below the protocol(s)
3. If not, click on the File and Print Sharing button.
4. Click on the options you want to enable then on the OK button.
5. You will need to wait while Windows installs the drivers
6. Click OK to exit the network control panel and reboot the system.
   

How to share a directory

• Open up the Explorer
• Right click on the directory you want to share and select Sharing
• Type in the Share name
• Select whether Read, Full or Depends on Password
• Type in an agreed upon password.
• Click OK to begin sharing
  

How to Share a Printer

• Open the printers window (Start, Settings, Printers)
• Right-click on the printer and select Sharing
• Type in the Share name
• Select whether Read, Full or Depends on Password
• Type in an agreed upon password.
• Click OK to begin sharing
  

Accessing a Shared Resource

• Double-click the network neighborhood
• Open the person’s computer, the users’ shared items should appear
• If the resource is printer, right-click and select install
• If the resource is a directory, simply double-click to access contents
  

Evaluation of the Training Program

• Reaction
• Learning
• Job behaviour
• Results
  

Feedback Form

• Critical for evaluating the success of the training program.
• Helps to know whether the goals have been achieved.
• Very important for organizations competitiveness.
• Whether employee is practically applying the training undergone.
  

Evaluation of training costs

• Cost Benefit Analysis: Compares the monetary costs of training to the benefits received in the monetary terms, such as improvements in attitudes, safety and health.
• Cost – effectiveness Analysis: Focuses on financial benefits accrued from training ,such as increase in quality and profits and reduction in waste and processing time.
  

Robinson and Robinson Model

• Direct Costs
• Indirect Costs
• Development Costs
• Overhead Costs
• Compensation for participants

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