Training in Human Resources Management

As all we can recognize that the last three decades have seen a radical shift in the marketplace. A rapidly changing economic environment which is characterized by such phenomena as the globalization and deregulation of the market has been changing customer and investors of demand.. Business has become increasingly competitive as the fight for survival has intensified. A business is a collection of some resources that you have brought together manage to achieve your business objects, such as: financial resources, information resources, and human resources. In which, we could not deny that Human resource is the most important one. People are the most valuable assets the enterprise has. The success of your business depends on the effectiveness of your “personal management”-this includes how well you manage yourself, your employees, your customers, your suppliers and your creditors. However, my research would like to mention on managing employees only. As the result, the competitive pressures are driving business enterprises to invest more in recruiting, developing and training a knowledgeable and skilled workforce. Increasingly, training, educating, and providing learning experiences for an organization’s employees are an important means to achieve strategic as well as financial business goals for the organization. For many enterprises, the value of training derives from its role in the development of a smarter workforce that can render the enterprises more competitive in its market sector. The good managers need to make sure that training courses are appropriate in length, level and content, as well as ensuring that you have selected the right amount of staff to participate them. To build a perfect training program, managers not only determine the demand of the work but also understand their employees. My research base on the training theory of two PhD of Economist, Lloyd L.Byars and Leslie W.Rue to analysis the staff training problems of the Company I am doing my internship program, Song Da 11 Joint Stock Company. According to this theory, training process should be devised in to four main stages, such as: training needs assessment, determining principles learning, designing the training methods and training evaluation. Nowadays, understanding deeply each stage of employee’s training process would help managers get the key to open the success door to exist steadily in the competitive market

This report is a monumental task to me and there were many people whogave me the possibility to complete this successful work Although those namedbelow are only few, I would like to express my gratitude to all of them

First of all, I wish to express my sincere and deepest appreciation to mysupervisor, Ms Hoang Thuy Ngoc-MBA, who was most responsible for helping

me to execute the works I gratefully acknowledge her for the instruction and theencouragement to complete my work and the advice of writing and organizing thisreport

My sincere thanks are due to Ms Le Thi Thanh– Chief of Human ResourceManagement Department of Song Da 11 Joint Stock Company, who provided mewith so much valuable data and information for my research Her excellentknowledge in statistical analysis and her encouragement helped me a lot inproducing accurate and reliable findings

I also wish to give the special thank to all staffs who are working in fivedepartments at Song Da 11 Joint Stock Company I am sincerely grateful for theirwillingness and participations in my surveys and interview Without their help, Iwould not have been able to collect most of the necessary data and information forthe report

Finally, I would be so grateful to Faculty of foreign language at NationalEconomic University where I have been studying for nearly 4 years I have learntmany valuable things from all my teachers and from classmates throughexchanging opinions

Thank you very much.

Nguyen Thi Hong Trang.

EXECUTIVE SUMMARY

My thesis aims to analysis the training human resources at Song Da 11 JointStock Company The training program analysis was based on the theory of LloydL.Byars and Leslie W.Rue, two PhD of Economic It includes four importantstages in the training process The perfect training cycle should involve needsassessment, training methods, learning principles, and training evaluation

The research was carried out through trainees’ feedback questionnaire andgroup interview There are 100 staffs of the company who take part in the surveywith feedback questionnaires The group interview was used for Human resourcemanagement Department Besides, my research also analysis the figures fromreports provided by Human resource management Department

Data revealed that the training workforce program of the Company isineffective The result of the survey, the group interviews and reports from Humanresource Department showed that there are problems in training InformationTechnology (IT) skill, training foreign language for specialist fields, and trainingspecialist knowledge and skill

Basing the theoretical framework of my research, the reasons of theseproblems were found out My report also provides valuable suggestions toimprove the training human resource programs of the company Thoserecommendations can help Song Da 11 JSC increase the productivity andcompetitiveness in the business market

This report has 31pages

Due to shortage of time and experience, my report may have some mistakes.All the idea contributions are welcomed

TABLE OF CONTENTS

ACKNOWLEDGEMENT i

EXECUTIVE SUMMARY ii

INTRODUCTION 1

1 Introduction of the research topic 1

2 Rationales 2

3 Research questions 2

4 Methodology 2

CHAPTER 1: AN OVERVIEW OF SONG DA 11 JOINT STOCK COMPANY 4

1 Introduction of Song Da 11 Joint Stock Company 4

1.1 History and development 4

1.3 Organization Structure 5

1.4 Products and Services 7

1.5 Business Performance 7

2 Basic knowledge 8

2.1 Human Resources Management 8

2.2 Problems identification 9

2.3 Research questions and Methodology 10

CHAPTER 2: THEORETICAL FRAMEWORK 12

1 Basic knowledge of Training Human resource 12

2 Purpose of Training human resource 12

3 Methods of Training human resource 13

4 Principles of learning 14

5 Evaluation training human resource 14

CHATER 3: ANALYSIS AND FINDINGS 16

1 An overview the fact of Training human resources at Song Da 11 JSC 16 1.1 The characteristics of Human Resources of Song Da 11 JSC 16

1.2 The characteristics of training human resources at Song Da 11 JSC17

2 Research analysis and findings 18

2.1 The IT training program problem 19

2.2 Specialist foreign language training problem 20

2.3 Training specialist knowledge and skills problem 22

CHAPTER3: RECOMMENDATIONS 25

1 Improvement of the training IT skill 25

1.1 Time training is irregular and not long enough 25

1.2 The methods are inappropriate 26

2 Improvement of the training foreign language for specialist fields 26

2.1 Lack of professional instructors 26

2.2 Lack of appropriate methods 26

2.3 Lack of modern teaching materials 27

3 Improvement of the training specialist knowledge or skill 27

3.1 Needs assessment of the training program is ignored 27

3.2 The content did not meet the expectation of trainees 28

3.3 The methods are not various 28

3.4 The evaluation is ignored 28

CONCLUSION 29

REFERENCES 31

1 Introduction of the research topic

As all we can recognize that the last three decades have seen a radical shift inthe marketplace A rapidly changing economic environment which is characterized bysuch phenomena as the globalization and deregulation of the market has been changingcustomer and investors of demand Business has become increasingly competitive asthe fight for survival has intensified

A business is a collection of some resources that you have brought togethermanage to achieve your business objects, such as: financial resources, informationresources, and human resources In which, we could not deny that Human resource isthe most important one People are the most valuable assets the enterprise has Thesuccess of your business depends on the effectiveness of your “personalmanagement”-this includes how well you manage yourself, your employees, yourcustomers, your suppliers and your creditors However, my research would like tomention on managing employees only

As the result, the competitive pressures are driving business enterprises toinvest more in recruiting, developing and training a knowledgeable and skilledworkforce Increasingly, training, educating, and providing learning experiences for anorganization’s employees are an important means to achieve strategic as well asfinancial business goals for the organization

For many enterprises, the value of training derives from its role in thedevelopment of a smarter workforce that can render the enterprises more competitive

in its market sector The good managers need to make sure that training courses areappropriate in length, level and content, as well as ensuring that you have selected theright amount of staff to participate them To build a perfect training program,managers not only determine the demand of the work but also understand theiremployees

My research base on the training theory of two PhD of Economist, Lloyd L.Byarsand Leslie W.Rue to analysis the staff training problems of the Company I am doing

my internship program, Song Da 11 Joint Stock Company According to this theory,training process should be devised in to four main stages, such as: training needsassessment, determining principles learning, designing the training methods andtraining evaluation Nowadays, understanding deeply each stage of employee’straining process would help managers get the key to open the success door to existsteadily in the competitive market

2 Rationales

Because of the increasing strategic value and importance of training,organizations spend more and more money today on training for their employees than

at any other time in history

The American Society of Training and Development estimates that the totalexpenditure on training in the United States is around USD20 billion per year There isacknowledges that other industry estimate are considerably higher, varying betweenUSD60 and USD200 billion (Pulichino, 2007) Similarly, in Vietnam, in recent years,the Party and Government has paid attention to the training human resources Trainingworkforce who can meet the demand of the period integration in WTO is an importanttask in this time

However, the training policy of Vietnam can not finish this task Despite suchhigh costs used to develop human resource, the quality of training is still not goodenough That is the big issue which needs the appropriate answer as soon as possible.Since human resources are a particular kind of resource, where human inputs are theessential decisive factor for the business process Therefore, how to train and developthe workforce is always necessary task to almost enterprises of any industry

That is the reason why I consider “Training in Human Resources Management”

as the topic of my report Through my research about the training in Song Da 11 JSC, Ihope can analysis effectively to find out the roots of some problems in training humanresources of the Company Moreover, my research also would be expected to givesome valuable suggestions to improve the training human resources of Song Da 11JSC in particular and of Vietnamese workforce market in general

3 Research questions

This study seeks to gain a clearer understanding of training human resourcesbased on the training theory of Lloyd L.Byars and Leslie W.Rue I designed somequestions to conduct my research The following research questions were formulated

to accomplish the purpose of this research:

- How are staffs of the Company trained in using Computer (IT skill)?

- How are staffs of the Company trained in English for specialist field?

- To what extent do both trainees and trainers know about the reason and theapplication of training knowledge into the working performance?

4 Methodology

When doing my internship in Song Da 11 JSC, I designed three methods toconduct my research These methods should be suitable with the working conditionsand environment of the Company Since I conduct my research on office part of the

company Thus, the objects of my research are all staffs who are working in the officedepartments of the Company They are engineers and office staffs of the company.Therefore, the appropriate methodology to conduct this research should be includedthree kinds as following:

- Trainees’ feedback questionnaires

- Personal interview

- Reports from Human Resources Management Department

- Observation at the desk

CHAPTER 1

AN OVERVIEW OF SONG DA 11 JOINT STOCK COMPANY

1 Introduction of Song Da 11 Joint Stock Company

1.1 History and development

Song Da 11 Joint Stock Company is a membership enterprise of Song DaCorporation which is a State-owned enterprise founded in 1960 and under themanagement of the Ministry of Construction It originally operated as a small factoryspecializing in electricity and water in 1961 According to the decision of Ministry ofConstruction, Song Da 11 Joint Stock Company was officially established on August

17th, 2004.Nowadays, Song Da 11 Joint Stock Company is located at A16 TT9Building, Van Quan, Van Mo, Ha Dong, Hanoi

Over more than 40 years of development and growth along with Song DaCorporation, Song Da 11 Joint Stock Company has accumulated a pool of experience

in design, construction and production

Presently, the Company has over 1200 qualified technicians and skilled workers(including 250 dolding university degrees and higher) With an intensive investment intechnological innovation, the Company and other memberships of Song DaCorporation are now enterprises in Viet Nam possessing latest fleet equipment andmachinery for construction execution

1.2 Mission

From the initial operation of business, the Company has targeted to build anddevelop Song Da 11 Joint Stock Company into a strong economic enterprise withdiverse operational fields and products while maintaining and developing itstraditional business in lines to ensure the Company to be a powerful contractor andcapable to act as general contractor of large domestic and international projects

All workers and the whole Board of Management have been striving to makeSong Da 11 Joint Stock Company become the famous and prestige brand name of theenterprise which providing consulting service in construction; importing and exportingmaterials such as steel and cement, equipment, construction technologies and others.Moreover, the Company also has paid attention much to Human ResourcesManagement One of Song Da 11 Joint Stock Company’s development orientations isbuilding strong workforces who are more and more high-qualified technical andskilled in their working to sacrifice for the growth and success of the Company Song

Da 11 JSC would develop all sources in order to improve competitiveness with otherenterprises in the large and difficult business market, make a great contribution to thenational industrialization and modernization

- Finance, Deputy General Director Technical- Technology, Deputy General DirectorWorks, Deputy General Director Business, and Deputy General Director Projects TheCompany also has a Supervisor Board who observes and evaluates the managingperformance of the Management Board

The five functional departments of Song Da 11 JSC which are managed by fiveabove Deputy General Directors includes Human Resources Department, Technicaland Mechanical Department, Financial Department, and Projects Department Theresponsibility of each the functional department as follows:

The Human Resources Department: is responsible for recruiting the required

workforce for the Company and making provisions for expressed and promised payrolland benefits After recruiting successfully, they would train and developing theworkforce to help these staff or workers can meet the demand of their works in thebest way

The Technical and Mechanical Department: handles the operations of all

machineries or technical equipment of the Company The major function of thisDepartment is dealing with technical matters related to Works Program to ensure safe,reliable and punctual operation of all machineries and high-tech equipment They alsoplan for development of infrastructures and monitoring of progress

The Financial Department: has the overall responsibility for all matters relative

to financial procedure and the application of the principles of sound finance TheDepartment examine and report on all proposals for borrowing or giving of guarantee

by the Company and being in to charge of all matters relating to the service of loans ordischarge of guarantees

The Projects Department: is charge of advising Board of General Management on

managing, operating, and all the projects of the Company This Department has to combinewith Finance Department to set up want of capital schedule of the projects, propose Board

of Directors for approving, paying according to the rate of the projects

Chart 1.1: Song Da 11 Joint Stock Company Organizational Structure

(Source: Human Resources Department of Song Da 11 JSC)

1.4 Products and Services

Mana geme

nt Boa

Supervisor

Deputy Ge nera

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Direc tor T echnic al

Deputy Ge nera

l

Direc tor P lan - Fina nce

Deputy Ge nera

l

Direc tor - Bus iness

Deputy Ge nera

l

Direc tor Wor ks

Deputy Ge nera

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Direc tor Proje cts

Proje

Technica

Dept

HRDept

Fina

Financia

l

Dept

Song Da11 JSC is a famous enterprise which provides many customers inConstruction Industry with diversified and high-qualified products and services asfollow:

- Building and installing civil, industrial, transportation and irrigation works,hydropower plants, undergrounds, post offices, infrastructure, industrial zones, powerline and sub substations

- Trading power

- Trading and developing houses, buildings, offices, hotels…

- Providing Construction and Electricity constancy services

- Producing construction materials, construction steel

- Importing and exporting for spare part, equipment, technology and materials inconstruction and garment

- Scheduled maintaining electric plants, electrical equipment or electric structures

hydro-1.5 Business Performance

With the 50 billion statutory capitals, Song Da 11 JSC has been successfullyresponding to difficult challenges and grew steadily For Song Da 11 JSC, 2009 was ayear of rapid growth With total fund mobilization was about VND 160 billions forfive year plan from 2006 - 2010; Song Da 11 JSC reached more than VND 2000billions in the total revenue for this period Therefore, compared with the result of fiveyear period from 2001-2005, the retained profits increased 66 percents The total asset

of the Company till December, 2010 is VND 153 billions

In general, during operation time, Song Da 11 Joint Stock Company hascompleted many big infrastructure construction contracts as well as building andupgrading important roads such as the national Highway 1A, National Highways 18and 10, industrial works with high technical requirements such as Bai Bang PaperFactory, Minh Phuong Textile Factory, But Son, Nghi Son and Hoang Mai cementplants and Iarge construction works such as Thu Do (the Capital) Hotel, Vietnamindustrial and Commercial Bank Office Building, Posts and TelecommunicationsCentre Sun Red River Building, Song Da 11 Joint Stock Company also is the investor

of Ha Long cement plant with capacity of more than one million tones per year, MyDinh - Me Tri urban area, Pho Noi A industrial zone, Dinh Tram industrial zone, andmany other industrial establishments

Song Da 11 Joint Stock Company also engaged in building and installingnumerous high voltage power transmission lines and sub stations such as Pha Lai - BacGiang 220kV sub stations in Viet Tri, Trang Bach, Vat Cach, Bac Giang, Soc Son and

executed a great number of low voltage power projects for civil utilization.

With the achievements and contributions to Song Da Corporation’s as well ascountry’s development, Song Ad Joint Stock Company has been received manymedals and noble rewards of Ministry of Construction, Party and Government:

- January 1986: It received 3rd -class Labor Medal

- 1989 : It received 2nd -class Labor Medal

- April 2002 : It was given Certificate of Merit by Government

- 2005 : It received 1st-class Labor Medal

- Every years, many individuals and working teams of the Company wereconferred noble title of Heroic Labor, National Level Emulation Fighter and otherrewards

2 Basic knowledge

2 1 Human Resources Management

Almost enterprise could see that Human Resource Management plays importantrole in the operation of a company Despite such importance of Human ResourceManagement, the majority of managers still do not know exactly the definition of thisterm According to the Wikipedia webpage, the definition of Human Resource

Management is “the strategic and coherent approach to the management of an organization’s most valued assets-the people working there who individually and collectively contribute to the achievement of the objectives of the business”

The term “human resource management” and “human resources” have largely

replaced the term “personnel management “as a description of the processes involved

in managing people in organization Besides, in simple sense, Human Resource

Management means “employing people, developing their capacities, utilizing, maintaining and compensating their services in tune with the job and organization requirement” (Wikipedia website).

As we can see in the above definition, the workforce is the most valued assets of

a company Therefore, the definition do not only answers what Human ResourceManagement is but it also show how important Human Resource Management is.According to the above definitions, functions of Human Resource Management should

be grouped in four elements

Firstly, Human Resource Management means “employing people” This function

can named “recruitment” It is the first stage in the Human Resource Managementprocess when selectors base on the demand of job and qualities as well ascharacteristics of applications to recruit

The second function of Human Resource Management is “utilizing” In this

function, managers have to make a p the plan to use the human resources of thecompany effectively They will arrange employees just recruited into suitable positiondepend on their capacity

Thirdly, managers also build a good program to train and develop their

employees Training employees “is a learning process that involves the acquisition of skills, concepts, rules, or attitudes to enhance the performance of employees” (Mc

Graw Hill)

The last function of Human Resource Management is “employee motivation”.

This function is an activity of managers to retain good staff and to encourage them togive of their best while at work requires attention to the financial and psychologicaland even physiological rewards offered by the organization as a continuous exercise

Thus, employee motivation should be divide into “compensation” and “benefit”.

Compensation is payment in the form of hourly wages or annual salaries and benefits

is everything relate to insurance, pensions, vacation, sick days, stock options, etc Inthe good situation, employees feel they are paid what they are worth, are rewardedwith sufficient benefits, and receive some satisfaction in working environment

2.2 Problems identification

In facts, in four main functions of Human Resource Management analyzedabove, the one which effects directly on employee’s working performance is trainingand developing In general, the quality of this initial training can have a significantinfluence on the employee’s productivity and attitude toward the job Therefore, thisstage should be paid much attention of managers

However, like some other companies, Song Da 11 JSC also has made somemistakes in training and developing human resources so that some problems occurred

in the working performance of employees and reduce the productivity of staffs’working After the internship time at Song Da 11 JSC, I could have the preciousopportunity to conduct my research to realize three main problems of the Company.Firstly, almost staff of the Company can not have much enough knowledge ofspecialist English to apply to their working, especially staff of the Technical andmechanical Department and Projects Department The majority of staff who are soexcellent in their specialist field, unfortunately, can not use English well to improvetheir working’s effectiveness

Secondly, using computer to work also sometimes makes many office employeesafraid They often have to use computers in their working; however, they sometimeschoose other tools to finish their duties without using computers That reduces theproductivity of their work dramatically

The last problem is that employee’s complaint that majority of the knowledge

they are provide through many training courses of the Company which they do notapply to their work They feel that the knowledge the Company train to them is notappropriate with the demand of their work

These three problems are the main ones which now affect negatively so much onthe productivity of staffs’ working and should be need to analysis to find out thereasons and solutions

2.3 Research questions and Methodology

To determine these three problems above of the Company, I have to make somesuitable research questions as follow:

- How are staffs of the Company trained in using Computer (IT skill)?

- How are staffs of the Company trained in English for specialist field?

- To what extent do both trainees and trainers know about the effectiveness oftraining programs in the working performance?

Therefore, the methodology used in designing questionnaires and analyzing thedata as well as information has to serve the purpose of answering those three mainquestions above The methodology for this research includes:

- Trainees’ feedback questionnaires

- Group interview

- Reports of Human Resource Management Department

Since I doing my internship project in office positions only, thus this researchjust can concentrate on staffs who are working for five major departments of Song Da

11 JSC This research targets at all office workers and some managers or supervisors

of the Company who are currently responsible for training and developing humanresources Song Da 11 JSC has total about 105 staffs consist of more than 65 engineersand nearly 40 office staffs I designed only 100 trainee’s feedback questionnaires todeliver to 100 staffs includes 60 engineers and 40 office staffs who are working in fourdepartments of the Company, such as: Technical and Mechanical Department,Financial Department, Economic plan Department, Projects Department

In term of personal interview, this method is designed for the staffs of Humanresource management department Due to their intensive work schedule or theirfrequent business trips, it is also so hard to contact them directly to make a personalinterview Thus, I have to contact with them through email or chatting Sometimes, Ialso made an appointment to chat with them when they have free time to exchangesome opinions about the issues

Almost questions which were designed in the Trainee’s feedback questionnairesfor all staffs and in my interview for chiefs of departments of the Company focused onthe issues such as training purposes, training environment, training methods andmaterials, contents and satisfaction as well as enjoyments of participants The results

of two research methods above bring out much necessary and valuable information for

me to analysis my research

However, a disadvantage of these methods is the fact that the answers fromindividuals are often subjective Thus, to increase the effectiveness of my research, Icollected some other information and data related from some reports which are provided

by Human Resource Management Department Moreover, I also conduct my researchbased on my observation about the working performance of staffs at their desks

CHAPTER 2 THEORETICAL FRAMEWORK

Human resource Management is very popular term in modern business Training

is very important stage in Human resource management process Thus, manyeconomist writers give the theory of Human resource management, especially training.Managers should read more to have the full view about the term Training Humanresource and consider it as the foundation to build training strategy for developing theworkforce of the company This research bases on the theory about Training HumanResource Management of Lloyd L.Byars and Leslie W.Rue This theory should beconsidered as the theoretical framework of my research which I would like to analysis

as following

1 Basic knowledge of Training Human resource

As far as we discussed in the above chapter, the two Doctors of Philosophy in

Economic write “training is a learning process that involves the acquisition of skills, concepts, rules, or attitudes to enhance the performance of employees” In some

documents from the Internet, the term “training” refers to the acquisition of knowledgethat relate to specific useful competencies as a result of the teaching of vocational orpractical skills and knowledge that relate to specific useful competencies

In general, an enterprise will provide training for many reasons The first reasoncan be to orient new hires to the organization or teach them how to perform in their inthe beginning assignment The companies also hold training if they realize the currentworking performance of employees is not as effective as expected

Nowadays, recent changes in the environment of business have made theTraining function even more important in helping organizations maintaincompetitiveness and prepare for the future Therefore, excellent managers should have

an overall knowledge of Human resource development At least, they should know thatthe Training function includes four major categories, such as: Purposes of training,Methods of training, Principles of learning, and Evaluating training (Lloyd L.Byars,PhD, 1998)

2 Purpose of Training human resource

The purpose of training is the first step of the training process This step consists

of need assessment and establishing training objectives

Needs assessment is “a systematic analysis of the specific training activities the organization requires to achieve its objectives” (Lloyd L.Byars, PhD, 1998).

Successful training begins with a thorough needs assessment to determine which

employees need to be trained and what they need to be trained to do Training which isundertaken without a careful analysis of needs assessment is likely to be ineffectiveand a waste of time and money

An enterprise may use many methods to gather information and several sources

of information for determining needs assessment Regardless of the specific methods

used to evaluate needs, any assessment effort must address three key areas: the organization, the job and task, and the individual.

After training needs have been determined, objectives must be established tomeet those needs The objectives of training should be the result for the company,department, or individual when the training is completed Therefore, establishing thetraining objectives before training implementation is a very necessary step

3 Methods of Training human resource

There are several training methods which can be used to satisfy an organization’s

training needs and objectives Some of the more commonly used methods are: job training, Apprenticeship training, Classroom training, and Web-based training.

On-the-(Lloy L.Byars, and Leslie W.Rue, PhD, 1998)

Firstly, formal On-the-job training is conducted at the work site and in thecontext of the actual job The majority of almost industrial training is conducted on thejob, often by the trainee’s immediate superior or a nominated peer trainer Thistraining method has some advantages, such as: because the training setting is also theworking performance setting, the transfer of training to the job is maximized.Therefore, trainee motivation remains high because what trainees are learning isobviously relevant to the job However, On-the-job training method also has thenegative side The training process may be interrupted as the trainer or trainee is calledaway to perform other duties of the company

The second training method is Apprenticeship training This method providesnewcomers with instruction and comprehensive training, both on and off the job, in thepractical and theoretical aspects of the work required in a highly skilled occupation

The most familiar method is Classroom training This method also called job training It is conducted in a location specifically designated for training It may be

Off-the-near the workplace or away from workplace The method can be undertaken at a specialtraining center or a resort The Classroom training method can reduce most interruptionand allows trainees concentrate quiet perfectly on the material being taught

Finally, in some enterprises, employee training has moves from the classroom tothe Internet This method called Web-based training The training process would occurthrough intranets which is a private computer network using Internet products and