Abstract:

Keeping abreast with global advancement in new technologies and service or product delivery methods is of paramount importance for every organization. In order to be involved in this global circle, organisations worldwide are resorting to training and development to maintain enhanced company images and avoid employee skills obsolescence. Training and development is the key to enhancing employees’ personal and organizational skills as well as knowledge and abilities. In view of this trend, an investigation on the impact of training and development on service delivery was conducted. The study was based on the immigration departments’ of Zimbabwe’s training and development initiatives. The phenomenology approach was followed and interviews, document analysis and questionnaires were used for data gathering. Results of the study showed that although immigration departments run training and development programs, the course content mainly comprise of learning to interpret the Departments’ Act, Regulations, and officers’ code of conduct. Results also revealed that there is lack of adequate training and development with a focus on customer care and service delivery as well as other issues that involve public service matters.