Abstract:
Among the management training and development programmes that have been instituted in Ghana Commercial Bank limited is the Modular Management Development Programme (MMDP). This is an integrated training and development programme designed for 134 Branch and Manager and potential Branch Managers to bridge their knowledge and skills gaps to enable the bank meet the challenges posed by intense competition and changing customer needs. This research, (which is in partial fulfilment for a Degree in Master of Arts) assesses the effect of MMDP on Branch Managers of GCB. The impact has been assessed in terms of the knowledge, skills, and attitudes acquired by Branch Managers, in addition to customer service using the Kirkpatrick and Contest Inputs Reactions and Outcomes (CIRO) models. The research findings indicated that, although the MMDP has led to improvement in knowledge, skills and attitudes of Branch Managers who participated in the programme, it did not show any significant improvement in customer service. To make the Modular Management Development Programme more meaningful to the target group, the following recommendations were made:
Management should broaden the training programme to cover all groups of the bank and find other ways of improving customer service which should include; Improving marketing research in GCB and be committed to a vision of "total quality service", instituting job rotation within the work place, and streamlining the reward system. The study also identified the need for evaluation of training programmes implemented by the bank.
