Training Design and Workplace Productivity in Zambia’s Outsourcing Sector

Abstract

This study investigates the effect of training design on workplace productivity within customer service and Information Technology (IT) outsourcing enterprises in Zambia, sectors that are increasingly important in the globalised economy. For this study, our focus will be on ISON Ltd and FSI Outsourcing. As organisations strive to maintain competitiveness through skilled human capital, effective training programs have become essential for equipping employees with practical skills aligned to organisational goals. The primary objective of this research was to understand how training design effects the application of acquired skills in job roles and to identify key elements that contribute to improved employee performance and overall organisational success. Guided by a pragmatic philosophical orientation, the study employed a convergent mixed-methods strategy, combining quantitative data from structured questionnaires with qualitative data obtained through semi-structured interviews. Descriptive statistics were used to analyse quantitative data, while qualitative responses were examined thematically. This methodological approach allowed for a more comprehensive understanding of the study. The results reveal that well designed training programs have a significant impact on workplace productivity. The study revealed a strong correlation of 0.7 between training relevance and individual productivity. Additionally, job specific challenge alignment and productivity was at 0.75 revealing a strong relationship. Key design factors such as alignment with the specific job requirements, realistic practical lessons and enough time for learning were found to enhance knowledge retention and skills application. Employees reported that training which addressed actual work challenges and involved their input during the design phase was more effective. The study concludes that training design significantly influences both employee productivity and organisational success. It recommends that organisations should actively involve employees in the development of training initiatives and incorporate simulation, hands-on exercises, and real-life scenarios to reinforce learning. These findings here show the practical guidance that Zambian enterprises should follow to achieve training success and return on investment.