Role of Human Capital Development in Service Delivery in the Telecommunication Industry: Case study of MTN Nigeria

Topics: Customer service, Pearson product-moment correlation coefficient, Human resources Pages: 14 (3391 words) Published: March 20, 2014
ROLE OF HUMAN CAPITAL DEVELOPMENT IN SERVICE DELIVERY IN THE TELECOMMUNICATIONS INDUSTRY (A case study of MTN Nigeria)

BY
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BEING A SEMINAR PAPER PRESENTED IN THE DEPARTMENT OF BUSINESS MANAGEMENT, BENUE STATE UNIIVERSITY, MAKURDI, IN FULFILMENT OF THE REQUIREMENTS OF BSM 412: SEMINAR IN BUSIINESS MANAGEMENT.

TUESDAY, 12TH JANUARY, 2010.

ABSTRACT

This study attempts to establish the relationship between human capital development and service delivery in the telecommunications industry. The survey research design was adopted for the study. Questionnaires were distributed to 25 management staff of MTN Nigeria, Abuja, and their responses were used for data analysis using the Pearson Product Movement Correlation at 99% confidence level. It was concluded that there is a significant positive relationship between human capital development and quality of service delivery in the telecommunication industry. In order to ensure effective human capital development, it was recommended that organisations should set meaningful training programmes, skills and quality service delivery systems.

1.0INTRODUCTION
Before any production of goods and or services can commence, four (4) important components must be put in place, i.e. humans, finances, materials and machines. Out of these four (4) components, human capital is the only active factor without which all the others cannot function. The historical experience of the development of countries of the world has shown that people are the most important and promising source of economic development due to their involvement in quality service delivery. Equipments and technology are products of the human mind and can be made productive only by the people. The success of any development programme depends on human innovative ideas and creativity. Most economists as well as human resource experts would probably agree that it is the human resources of a firm, and not its capital nor its material resources that ultimately determine the character and face of its social economic development. According to Harbison (1962), human resources constitute the ultimate basis for the wealth of nations. The goals of management are the maximum possible utilisation of human beings in productive activities and the fullest possible development of skills, knowledge and capacities of the labour force. Therefore, capital and natural resources are passive factors of production, and human beings are the active agents who accumulate capital, exploit natural resources, build social, economic and political organisations and carry forward national development. Clearly, a company which is unable to develop skills and knowledge of its people and utilize them effectively in service delivery will be unable to develop anything else. Thus, human capital development is now regarded as the primary determinant of a company’s standard of its service delivery because its development determines how well a company succeeds. Indeed, effective and efficient human capital is very crucial to the development and growth of organisations and the economy as a whole. This paper is to sketch a variegated role of human capital development in service delivery in the telecommunications industry, using MTN Nigeria as a case study. Specifically, the paper is packaged with the following objective; To discuss ethical issues in human capital development and make recommendations on the best human capital development practice for improved service delivery and sustainable development. This work is structured based on theoretical views of management experts and writers, and on practical realities that are bound in domestic and international economies.

1.1HYPOTHESIS
In order to achieve the objectives of the study, the following hypothesis are formulated and stated in null form. Ho1There is no significant relationship between human capital development and training in service delivery....

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3rd January, 2010.
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