Hcl Project

CHAPTER 1 origination pursuit METHODOLOGY & DESIGN 1. 1 RESEARCH STATEMENT & nonsubjective The neutral of my project is to probe the effectiveness of transition of enlisting & survival as it upholds to combat the friction which is the main conundrum of e rattling ships play along at unrivalled cadence a twenty-four hour fulfilments. The BPO application having whizzness of the near naughty rubbing offer amongst on the whole the industries. therefore the top BPO companies including the lay to restnational BPO firms suit a stiff task in hiring reinvigorated plenty. For this utilization the go of the consultants ar give awaysourced.In the light of this situation it would be rattling meaningful to learn and catch the emplacement and behavior of the concern seekers towards the telec every last(predicate)ing discussion section of the consultants who micturate exclusively for their transnational BPO clients. Objectives ?To under floor the carriage and behavior of the excogitateseekers towards telecalling. ?To understand the services provided by the consultancy- trend Solutions to their clients in HR furthert on ?To understand the benchmarking exploit for enlisting in international BPO and understanding how HCL ( a client of vogue Solutions) fol broken-pitcheds the benchmarking . 2 HYPOTHESES 1)For the placard 1 objective, the hypothesis is as follows Ho concern seekers m opposite a despotic attitude towards telecalling interviews. H1 chew overseekers do non waste a positive attitude towards telecalling interviews. 2)For second objective, the hypothesis is as follows H0 the services provided by the consultancy-Panache Solutions to their clients in HR mathematical operation is satisfactory. H1 the services provided by the consultancy-Panache Solutions to their clients is satisfactory. 3)For third objective, the hypothesis is as followsH0 The HC -BPO follows the benchmarking enlisting abut as practice for an international BPO. H1 The HCL-BPO does non fllow the benchmarking enlisting as set for an international BPO. The purpose of this project is to study the recruitment & alternative practices at HCL-BPO. This study was divided further into a)Judging race through with(predicate) telephonic interview. b) Conducting Group Discussions to check the competencies of fundamentdi battles. c) Creating a bridge of information among the discloseho intakedi controls & respective HR motorcoachs. 1. 3 SCOPE OF discover The scope of this study is to observe the recruitment and filling techniques adopted by the fraternity.Apart from getting an thought of the techniques and methods in the recruitment surgical makes, a close facial expression go away be taken at the insight of corporate enculturation prevailing in the cheek. This would non just if help to be familiar with the corporate purlieu but it would as sanitary enable to get a close look at the various levels autho rities responsibility relationship prevailing in the organization. The scope of project includes 1. Study of importance of recruitment and survival demonstrate of BPO industry in India 2. Study of recruitment and pickaxe practices at HCL Technologies. 1. RESEARCH METHODOLOGY Research is defined as human fulfill at law ground on intellectual application in the investigation of matter. The primary purpose for applied research is discovering interpreting, and development of methods and systems for the advancement of human knowledge on a wide variety of scientific matters of our world and the universe. SAMPLE sizing AND DESIGN The try on size is 75 and the technique utilize for sample distribution was conveinient Mode of research used in this project is primary as well as secondary research and the research is exploratory and descriptive in nature.DATA COLLECTION data were collected from the chase sources - Secondary information Primary information -Websites -Newspapers -Var ious forms of HCLcompany -Research articles/projects - think over card form of Naukri. com -books DATA TECHNIQUES USED lay off Graphs, delimitate Graphs and Pie charts be used as analysis techniques. 1. 5 lit REVIEW recruitment and selection process Process of attracting the beat appear come crossways soulfulnesss to apply for a precondition business. enlisting is the process of searching the piece of assdidates for interlocking and stimulating them to apply for antics in the organization. recruitment is the activity that links the employers and the mull over seekers. It is a process of finding and attracting capable appli back toothts for employment. The process begins when new recruits argon sought- later on(a) and ends when their applications atomic number 18 submitted. The aftermath is a pool of applications from which new employees ar selected. In nobble, process of attracting the best drug-addicted individuals to apply for a assumption line of descen t. It is the process to discover sources of custody to meet the extremitys of staffing, schedule and to employ effective. Recruitment is the prime minister major feelings in the selection process in the organization.It is an activity directed to obtain appropriate human resources whose qualifications and skills match function of the pertinent posts in the organization. Its importance enkindlenot be over-emphasized and too be best depict as the heart of the organization. The process of recruitment does not stop when it commences, it is a dynamic activity. The purpose of it is to provide an organization with a pool of suffice great dealdidates. Its particular purposes argon as follows 1. To assist augmentation of the success rate of selection process by reducing the numbers of obviously under-qualified and over-qualified appli outhousets. . To increase arrange psychical and individual effectiveness in the short and long term programmes Recruitment is essential for effec tive human resource charge. It is the heart of whole HR system in the organization. The effectiveness of many early(a) human asylum activities, much(prenominal) as selection, training depends largely on the quality of new employees attracted through the recruitment process. Policies should always be reviewed as there argon preserveed by the changing environs. Management should get special training on the process of recruitment to increase their awareness on the dangers of handle placements.Recruitment methods are wide and varied, it is important that the job is described correctly and that any aboutoneal specifications are stated. crinkle recruitment method passel be through job centers, employment agencies/consultants, and /national newspapers. It is important that the correct media is elect to substantiveise an appropriate response to advertise post. Three Main Stages in Recruitment 1. Identify and defines the requirements, job verbal description, job specification. 2. Attract potential employees. 3. direct and employ the appropriate people from the job applicants. Factors affecting recruitment process . The size of the organization. 2. The employment conditions in the community where the organization is located. 3. The effects of the previous(prenominal) recruiting efforts that shows the organizations ability to locate and preserve nifty playacting people. 4. functional condition and net and benefits packages offered by the organization which whitethorn twist employee turnover and necessities in store(predicate) recruiting. a)The rate of growth of the organization b)The level of seasonality of proceeding and future expansion and deed programmes. c)Cultures, economic and legal factors. RECRUITMENT PROCESSRecruitment zeal The organization has no formal method of postulation for vacant or new military capabilitys. An informal request can be vague and mis occur and whitethorn not supply the HR manager with the job description and person specification indispensable to establish the selection criteria. This is be fetch of a opinion on the effective confabulation skills of both the persons giving the verbal request and the HR manager receiving the request. Both parties need to be effective in passing on and receiving correct information. The request must set out the exact requirements of the new or vacant dumb run aground. Job or person pecifications should spell out the requirements an individual ineluctably to success largey perform the job as per the job description (Hite & Johnston 1998). The job description should highlight specific duties and responsibilities. The consequence of not receiving clear direction on what is required for the position is that the selection criteria willing not be valid. Consequently, the recruitment process can break down, as the absence of valid selection criteria can affect the decision- making at a later stage (Compton & Nankervis 1998). This means that a simple misc ommunication can result in the incorrect matching of an applicant to a job.The attitude and personal characteristics of the individual whitethorn not fit the specifications required. This can result in low motivation of the individual and can, therefore, lead to unsatisfactory performance (Mitchell, Dowling, Kabanoff & Larson 1988), thus requiring the individual to be replaced and causing needless costs. Ensuring that the job description and person specification are correctly visualized and, therefore, giving valid selection criteria, can avoid un necessary costs. 2. 2 Employment Agencies agree to the HR manager, the nerve has a relatively high turnover in low skilled employees.The market demand for low skilled employees in the construction industry can increase and abate rapidly due to the external environment (Smith, P. J. 2001, pers. comm. 13 March). There are several reasons for this volatility. As the economic climate becomes more unstable, consumer confidence lowers whi ch causes a tightening of the belt for spending. This return in spending affects the construction industry. Futhermore, intemperate weather causes the hightail it of decease to be unpredictable and, therefore, insecure. Both of these factors can contribute to the high turnover of employees.Satisfaction has a minusly charged relationship with turnover (Robbins, Millett, Cacioppe & Waters-Marsh 1998). As employees begin to feel insecure, levels of job satisfaction can decrease and levels of absenteeism can increase. Productivity whitethorn excessively be affected because continually having new employees start process can di olderpt the flow and decrease out draw up. The implications of a high turnover of employees is that it can be a very costly process, as each achievement a vacant position is required to be fill, the organization has to go through the whole recruitment and selection process again.As discussed in Compton and Nankervis (1998), the costs of the extra salaries of the persons involved in the recruitment process, along with the costs associated with loss of production and absenteeism can be compared to the cost of an employment position. The use of an employment agency can be convenient for the organization. The position can be filled at short notice using temporary employees with little effort from the organization (Dessler 1991). The use of temporary employees for low skilled positions allows flexibility to go with the ups and downs of the industry, with minimal flicker to the spielflow.Vacancy onward motion The organization uses the local suburban paper as a means for promoting the vacant positions for high skilled employees. As the purpose of recruitment and selection is to match the regenerate applicants with the right jobs, the organisation needs to visualize that the true target market is grasped. That is, that the advertisement reaches professional and managerial applicants. The implication of using the local paper for adve rtizement vacancies is that you whitethorn not reach the craved target market of professional applicants.This means that the organisation may not attract an adequate number of qualified and qualified applicants for the position, which tightens the chances of matching the right applicant to the right job (Stone 1998). If the organization cannot match suitable applicants to jobs, then the whole recruitment process is affected. Employing the wrong person for the job creates additional cost, low job satisfaction, decreased productiveness, and increased turnover (Robbins et al. 1998).As discussed in Stone (1998), the most popular method used to attract managerial and professional employees is to advertise in state or metropolitan day by day newspapers. Recruitment & Selection Clarke SELECTION PROCESS Internal vs. External Recruitment The organisation does not produce a written policy on internal recruitment. There is no procedure in place to help oneself the filling of positions th rough internal sources. angiotensin-converting enzyme of the implications of not advertising internally within the organisation is that morale may be damaged which may contribute to an increase in absenteeism and a decrease in job satisfaction (Robbins et al. 998). An different implication is that the most suitable applicant for the job may al fake be active with the organisation, but because the position is not advertised internally that employee will not stick the opportunity to put their eccentric forward. Internal advertising can help identify people with talent who otherwise would not be cognize personally to instruction (Compton & Nankervis 1998, p. 71). Internal advertising and job posting can help hurry the promotion of employees who are aptly qualified. Without the advertising of positions internally, it is herculean to develop successiveness planning (Walker 1992). . interrogate Structure The organisation uses unstructured and semi-structured interviews. A impai rment of using unstructured interviews is that the analogous questions may not be asked across each of the outlooks creation interviewed. This affects the validity of the interview, since decisions may be made establish on take issueent sets of criteria (Dessler 1991). Stone (1998, p. 626), states that the most valid interviews use a consistent structure. Interaction betwixt the candidate and the interviewer may differ from one interview to the next, therefore lacking consistency and reliability (Stone 1998).Also, the skills of the interviewer may affect the responses of the applicant. Structured interviews for professional or high skilled applicants can help ensure that decisions are made make up on the answers to the akin set of questions, thus comparing the same set of criteria (Stone 1998). Structured interviews are a vehicle used to establish a framework for decision-making. According to Dessler (1991), by using preset or predetermined questions, the interviewer can red uce the tendency to show bias to unfavourable information and, therefore, remain objective. 2. wonder EnvironmentThe room used to interview applicants is important as it contributes to the image of the organisation (Stone 1998). The interview room for this organisation is the boardroom. It is located immediately beside the main representation and is set up as a traditional boardroom with a long table and chairs. The use of the boardroom table for interviewing may cause the applicant to become uncomfortable, as the seating arrangements may not press forward a relaxed environment. According to Compton and Nankervis (1998, p. 184), the use of a desk betwixt an interviewer and candidate can act as a psychological barrier.This environment may cause the applicant to become nervous and the quality of responses holdd may be affected. Consequently, responses that create a false idea or movie of the applicant may be considered as correct by the interviewer. This exponent cause the inc orrect applicant to be selected, despite the information being false, which results in an unsuitable applicant being matched with a job. It may besides result in an applicant missing out on a position because they understated their abilities due to feeling uncomfortable and nervous in the interview.By arranging the seating at equal levels, a positive environment is created both physically and emotionally (Braun 1995). The applicant must be tending(p) every opportunity to perform well in an interview environment. grinding Attrition A reduction in the number of employees through retreatment, fall or death Attrition rate the rate of shrinkage in size or number Attrition rate is the rate at which the number of people workings in a company reduces. high is the corrasion rate in a company, large(p)er is the loss to the productivity of the company.So in order to avoid this loss, a company has to fight the scrape rate. Attrition has now a day become a problem for almost every comp any. This is because of the Globalization that people have now move towards fear free jobs that is no bonds and no contracts but still great opportunity to work in the competitive era. But this system has promote the contrition rate to a great extent. People have started move from one job to another for various reasons 1) Better Opportunity 2) emergence in Salary 3) To work in the Domain of his/her bear on 4) flaw Name 5) To work in a different cultureIn the best of worlds, employees would acknowledge their jobs, like their coworkers, work hard for their employers, get paid well for their work, have ample chances for advancement, and flexible schedules so they could attend to personal or family needs when necessary and never leave. But then theres the real world. And in the real world, employees, do leave, either because they necessity more money, dislike the working conditions, hate their coworkers, want a change, or because their spouse gets a dream job in another state. So, what does that entire turnover cost? And what employees are presumable to have the highest turnover?Who is likely to stay the longest? To fight the attrition, HCL BPO outsources the manpower & staffing. HCL has many vendors and through them it outsources its manpower and staffing. This is one way of cost carving also as the employees who are outsourced from such consultancies are kept on off role i. e. the company dont pay them, such employees are paid through the third party (consultancy). The second step that HCL-BPO takes in order to combat the attrition rate is that it always keep extra shortlisted candidates with it so that whenever there is an immediate requirement for the candidates, the company do not face any problem.BENEFITS OF ATTRITION Attrition is not sturdy always if it happens in a controlled manner. Some attrition is always sexually attractive and necessary for organizational growth and development. The only concern is how organizations differentiate subst antially attrition from bad attrition. The term healthy attrition or ripe attrition signifies the importance of less productive employees voluntarily go forth the organization. This means if the ones who have left fall in the category of low performers, the attrition is considered being healthy.Attrition rates are considered to be beneficial in some ways If all employees stay in the same organization for a very long time, most of them will be at the top of their pay scale which will result in inordinate manpower costs. When certain employees leave, whose continuation of service would have negatively squeeze productivity and advantageability of the company, the company is benefited. New employees bring new ideas, approaches, abilities & attitudes which can keep the organization from becoming stagnant. There are also some people in the organization who have negative and demoralizing crook on the work culture and team spirit. This, in the long-term, is detrimental to organizatio nal health. Desirable attrition also includes effect of employees with whom the organization does not want to continue a relationship. It benefits the organization in the following ways It removes blockade in the progress of the company It creates space for the entry of new talents It assists in evolving high performance teams There are people who are not able to balance their performance as per expectations, lack potential for future or need disciplinary action.Furthermore, as the rewards are limited, business pressures do not allow the management to over-reward the performers, but when undesirable employees leave the company, the good employees can be abandoned the share that they deserve. Some companies believe attrition in any form is bad for an organization for it means that a wrong choice was made at the beginning musical composition recruiting. redden good attrition indicates loss as recruitment is a time consuming and costly affair. The only positive point is that the r ealization has initiated action that will lead to cutting loss.The organisation does not have a written policy on internal recruitment. There is no procedure in place to facilitate the filling of positions through internal sources. One of the implications of not advertising internally within the organisation is that morale may be damaged which may contribute to an increase in absenteeism and a decrease in job satisfaction (Robbins et al. 1998). Another implication is that the most suitable applicant for the job may already be employed with the organisation, but because the position is not advertised internally that employee will not have the opportunity to put their case forward.Internal advertising can help identify people with talent who otherwise would not be known personally to management (Compton & Nankervis 1998, p. 71). Internal advertising and job posting can help facilitate the promotion of employees who are aptly qualified. Without the advertising of positions internally, it is difficult to develop succession planning (Walker 1992). 1. 6 LIMITATIONS OF THE RESEARCH 1. Small sample size 2. Confidentiality management of the company acted as hindrance in the data collection. 3. evaluate actioned only on employees of HCL and candidates from Delhi NCR region. Chapter 2 Overview of the Company 2. 1 Introduction of HCL effort HCL Type Private IndustryIT Services FoundedAugust 11, 1976 Founder(s)Shiv Nadar brainquartersNoida, India Area servedWorldwide Key peopleShiv Nadar (Chairman & CSO) R howeverue US$ 5. 9 billion (2011) Employees80,000 (2011) Subsidiaries HCL Technologies HCL informationsystems WebsiteHCL. in HCLHindustan computer limited is a orbiculate Electronics, computer science and IT company found in Noida, India. The company comprises dickens publicly listed ompanies,HCL technologies and HCL Info systems. HCL was focused on addressing the IT hardware market in India for the first two decades of its existence with some activity in the glob al market. On termination of the joint venture with HP in 1996, HCL became an enterprise which comprises HCL Technologies (to address the global IT services market) and HCL Infosystems . HCL has since then operated as a holding company. 2. 2 explanation of HCL In 1976, Shiv Nadar, Arjun Malhotra, Subhash Arora, Badam Kishore Kumar, T. V Bharadwaj,& Arun Kumar H started Microcomp Limited.The focus of the company was design and manufacturing of scientific calculators. The venture provided its founders money to start a company that focused on manufacturing computers. The company name HCL used to stand for Hindustan Computers Limited but now HCL is the only one name that the company goes by. HCL received support from the Uttar Pradesh giving medication to setup manufacturing in Noida In 1981, NIIT was started to cater to the increasing demand in computer education. By early 2000s, Nadar divested his stake in this venture.HCL craft Services, a division of HCL Technologies Limited star ted its venture early in 2001 and is now a dominant player in the BPO field drawing revenue of USD 214 jillion with over 11,500 professionals operating out 21 delivery centres across India, UK and USA. fault and innovation is core to HCL cable Services, and the company has evolved from a traditional BPO to the adjacent extension BPO. The following are the benchmarks to be followed in the current recruitment and selection practices as stated in A National Survey of Fortune 1000 Firms . Order of Major Recruitment and Rank SelectionTechniques bench mark to be followed for recruitment and selection process HCL followed Resume? Application blanks? annex checks? Newspaper/Magazines ads? Company websites? Online job board? Skills examen? Biodata? spirit testing? Background checks? Online pre-employment tests? Jobs fairs? Referral from current employees? Jobs service centers? Medical testing? 2. 3 military operation OF THE CONSULTANCY- PANACHE SOLUTIONS At Panache Solutions, they n ot only provide recruitment consultancy services to their clients but also give the applicants a perfect syllabus to get their dream jobs.They can help their clients to get the suitable candidates, prune them and retain them. Their comprehensive recruitment and staffing solutions as HR consultant ensure the delivery of profitable propositions for workforce requirements. .They have adopted the international practices and procedures that are designed to attract and hire the best talent available in the market thereby offering the best employee recruitment. They provide their client companies with not only a set of candidates, but also discussion on best-fit market availability, comparative benchmarking and a comfort knowing.Our online recruitment solutions are the best in the market today. The Recruitment Process can be categorise into three phases, namely Planning Structure, Focus, Identity, Prepare Implementation Contact, Motivate, Evaluate obstruction Select, conjure, Cand idate joining recruitment agencies Aim Plus At Panache Solutions a superintendfully structured recruitment and selection process is followed, which starts right from understanding the clients needs and functions all the way to follow-ups with both clients and candidates post recruitment.A picture description of the different stages involved in the recruitment process is disposed up at a lower place Planning In the planning stage, it evaluates the needs and requirements of our clients to determine the required set of skills, understand organisational behaviour and relationships. This forms an integral part of our client-focused recruitment services. Working as a cohesive team with our client, we identify the required take in and other characteristics, which are necessary for the made candidate. It selects those candidates, who fit in well with the companys plan.In order to ensure the best suitable candidate, it gives prime consideration to the companys living business activ ities, business plans, work-culture, structures, systems and future plans. We center on on the job description, its cay result areas, opportunities, career implications, location, requital and benefits. The initial planning enable us in identifying the needs of both the company as well as the candidates, which further leads us to deciding on a search strategy to target on specific skills, education, personality and get it on.It is because of this comprehensive and strategic planning, we are today one of the most sought after recruitment agencies in the market. Mapping Exercise Being an efficient recruitment agency, during the mapping exercise, it performs industry specific desk and field research on companies and relevant people so as to identify the key competencies. It includes job title, principal accountabilities, key result areas (KRAs), authority to be infested, external/internal contacts, reporting procedures and supervisory relationships, working conditions / environmen t, job specifications, compensation package, location and other necessary detail.Amongst several recruitment consultancies, Panache Solutions is one of the most trusted staffing provider. Long cite Generation The Field research is one of the primary aspects of effective recruitment services. It provides a long list of qualified candidates, who are worth pursuing. after(prenominal) this process, it starts the search to identify the suitable candidates either from job portals or by advertising for the position. Implementation The implementation stage consists of several phases including, preliminary interviews, short-listing of candidates, informal cite checks, client interviews and formal compose checks.Preliminary Interviews For preliminary interviews, it selects the potential candidates on the tail end of prior work experience, qualifications, strength and weaknesses and the ability of candidate to fit into the work-culture and ethics of the client organization. The potentia l candidates are contacted and interviewed, to find out their stake and suitability. It deploys the necessary expert assessment after the screening of candidates by drawing up competency profiles through the most innovative proprietary platform. Short List Generation The preliminary interviews result out in short-listing of highly qualified candidates.Confidential reports are generally prepared and submitted in writing to our clients on tetrad or five individuals, who fulfill the specified position closely. Informal theatrical role Checks It conducts informal reference check to verify the listed achievements and last few work experiences of the short-listed candidates. After this phase, a list is handed to the client with our recommendations and assessments. Client Interviews After the informal reference checks, it schedules a meeting between the short-listed candidates and the clients HR managers.Formal Reference Checks After client interviews, it conducts a formal reference che ck of the selected candidates. It contacts individuals / companies that are capable of providing details of the candidates qualifications, work ethics and other relevant feed back. The comments made by these references are then reviewed with the client. village The closure stage consists of negotiation & offer, Follow-up / progress and handholding. Negotiation & Offer It actively participates in the negotiation process including compensation.Both the client and the candidates draw on our in-depth knowledge of market compensation and benefits in order to discuss and plan a competitive and equitable package. Follow Up / Progress fellow feeling the importance of follow up / progress phase, it keeps in touch with the candidate until the time he / she joins the company. Handholding After the successful candidate joining for a specified job, it keeps an ongoing dialogue with both the candidate and the client. This handholding process ensures a smooth integration into the organisation an d accomplishment of targets and performance goals. CHAPTER 3DATA ANALYSIS, INTERPRETATION & conduct I was delegate the work of hiring for the International inbound voice process for the Customer . Care Profile and the Trouble Shooting Profile which include 3 processes. 1. BT-PROCESS (customer care profile)U. S. establish Its a simple customer care service of British Telecom. 2. PHOENIX PROCESS(trouble shooting profile) U. K. Based This process in which the candidate will have to receive calls from UK people and will have to sort out their technical foul queries related to ISP 3. MACY PROCESS(customer care profile)-U. S. Based It is basically a collection process and comes under the customer care profile.The hiring included two ways ?TELECALLING For telecalling , the employees including me used to get 2-3 data sheets which contained the details of the candidates like name, contact number etc. The data were collected from the job portals such as Naukri. Com. One mobile was given to each individual and we had to perform telecalling process. First of all the companys brief was given to the candidates contacted and then about the profile for which the hiring was done. And after that the candidates were told about the love process of selection and were called for face to face interview.The number of candidates that came the next day into the consultancy for their face to face interview were between 20-30 WALK-Ins at PANACHE SOLUTIONS. For Walk-Ins I was assigned with tasks like shortlisting the resumes from the job portal-Naukri. com, sending mails and messages to the shortlisted resumes regarding the interview. When the candidates came for their interview, I made sure that they attach their entry, and also guided them for the interview. The selection process for both types of Hiring was the same & was accomplished in two rounds HR Round In the interview, first of all the HR manager gave a wordlist to read it.It consisted of the following pacific delight orga nisation measure dramatization treasure mission shoe persona vision apologize leopard she says jeopardy laser she shell leisure also they used to ask Questions like 1. Introduce yourself? 2. In which year did you complete your 10th Board Exams? 3. Tell me something about your School daily affectionate occasion? 4. How did you celebrate your last birthday? 5.What is your mothers daily rule? 6. Suppose that one day first light you woke up in the morning and found yourself on an island, continue what happened after that? 7. Suppose one day you received a call from the Sony Channel and you were invited to meet your favorite celebrity, what happened after that? These questions were asked to judge their chat Skills(grammer, pronunciation & fluency) Listening Skill Assertiveness break of box cerebration/Creativity Operation Round The expert Interview is taken by the technical heads of different departments .In the technical interview technical questions are asked. In the secon d part of my project I was given the work which comes under HR operations. HR operations include all those work which operates under HR incision. Some of the activities are ? Preparing the Hiring Sheets. ?Keeping the evidence of time sheets. ?Keeping the record of candidates who joined the company. For the data collection, I record the responses of the telecalling in a note book. The second set of data was evaluation of the candidates who turned up for the interview based on given parameters.Another set of data came from the recognition of the HR managers who visited the consultancy for conducting the interviews. Details of the data is given below. selective information analysis regarding perception of BPOs among candidates. Number of candidateResponses 50Not interested in BPO 75Interested 20Lengthy working hours 56Graveyard shifts 29Low payment 20Low wel furtheste conveniences Data analysis of parameters for recruitment Almost 250 candidates were contacted in the termination of two months for the job opening in HCL BPO regarding the international inbound voice process for the designation of Senior Executive Officer/Technical Support Officer.The following parameters were used to evaluate the competencies of the candidates Name .. learningSRANKING 1. Communication skill12345 innate Tongue Command over grammer Voice quality Fluency orthoepy 2. Personality 3. Knowledge 4. Attitude 5. Creativity/out of box thinking 6. Confidence They were stratified from 1 to 5. 1. Poor 2. Average 3. Good 4. very(prenominal) good 5. Excellent DATA ANALYSIS Personality No. of candidates Poor15 Average37 Good11 truly good4 Excellent8 Majority of the candidates were found to have average personality (i. e. 37 out of 75) trance only 4 were marked as very good and 8 as clarified.Knowledge No. of candidate Poor10 Average10 Good29 Very good6 Excellent20 29 candidates were judged to have good knowledge while only 6 had very good knowledge in the technical field. AttitudeNo of candidates Poor9 Average33 Good25 Very good12 Excellent6 Most of the candidates (i. e. 33 out of 75) had average attitude while only 6 had excellent attitude towards the job. CreativityNo of candidates Poor7 Average19 Good22 Very good15 excellent12 22 candidates were given the remark of having good creativity and only 7 had poor creativity. ConfidenceNo. of candidates Poor29 Average20 Good12 Very good6 excellent8Only 8 candidates were ranked as having excellent confidence while majority lacked confidence in themselves. CommunicationNo. of candidates Poor30 Average26 Good8 Very good5 excellent6 The communication skills of 30 candidates were found poor and most of them belonged to correspondence course and only 6 were found excellent communication skills. DATA ANALYSIS regarding perception of BPOs among candidates. Number of candidateResponses 50Not interested in BPO 75Interested 20Lengthy working hours 56Graveyard shifts 29Low salary 20Low welfare amenities Q1. What is the proces s of Recruitment at BPO? In-house recruitment21Third Party Outsourcing9 compendium Recruitment at consists of two main processes 1)In-House recruitment 2)Outsourcing The Percentage of Oustsourcing is 70% while the In-House Recruitment comprises of 30%. The other methods of recruitment includes Internal job posting for a specified post and the use of references. Q2. What are the various parameters that are considered while people are recruited? (Rate the following options 4-highest,1-lowest) Personality4 Communication14 Attitude4 Knowledge8 Analysis 45% people ranked communication at 4, 27% people ranked knowledge at 3, 14% people ranked Attitude & Personality at 2.People at HCL gives first priority to Communication skills & second priority to Knowledge. They think that Personality of a person can be developed in the culture of the organisation. Q3. What is the basis of recruitment? (Rate the following options 6-highest, 1-lowest) Social Networking4 Walk-ins6 Internal references4 Ou tsourcing7 Campus hiring9 Analysis supreme hiring is done through Outsourcing process. Minimum hiring is done through internal job posting. Q4. When do the company plans for recruitment? Beginning of financial Year3 As per the requirement21 every quarter Review5 Weekly Review1 Analysis 0% recruitment planning is done as per the requirement in each department while 5% of recruitment planning is done as per quaterly review. Q5. What are the factors on which recruitment depends? Projection2 Attrition25 Business Expansion3 Analysis Most of the recruitment planning(i. e. 84%) depends on the attrition rate at HCL -BPO. Q6. How much time does it take to complete one selection process? 1-2 days18 3-4 days9 5-6 days3 Analysis Generally it requires 1-2 days to complete one selection process , while sometimes it may take 3-4 days as well and rarely it takes 4-5days for the completion of the recruitment and selection process. Q7.Do you think that Outsourcing is a damp option for recruitment n ow a days? Yes22 No8 Analysis Outsourcing is considered to be a better option of recruitment now-a-days. Q8. What is the factor that leads to Outsourcing? risque Attrition Rate8 Cost Cutting12 Increased turnover of the company7 To get efficient employees in less time3 Analysis Q9. What are the positive outcomes of Outsourcing the recruitment process? getting the desired employees in lesser time17 Less Cost10 Less headache3 Analysis The most probable positive outcome of outsourcing the recruitment process is to get the desired employees in lesser time and then comes the less cost.Q10. What are the negative outcomes of Outsourcing the recruitment process? Im comme il faut coordination14 Delays9 Low morale7 Analysis The main problem in outsourcing is that there are delays in fulfilling the requirement because of im strait-laced coordination between the organization and the outsourcing firm. Moreover the people who are outsourced are kept on off role payment have low morale as they do not enjoy the benefits that are enjoyed by people who are on the payroll of the company. CHAPTER-4 Findings, Conclusion and Recommendation 4. 1 SIGNIFICANCE OF STUDY Without focusing the pattern of management, organization philosophy highlights on achieving a for sure where all citizens (employees) can lead a richer and fuller life. Every organization, therefore, strikes for greater productivity, elimination of wastes, lower costs and higher wages, so the industry needs a stable and energetic labors force that can boast of production by increased productivity. To achieve these objectives a good recruitment process is essential. By which industry strikes right number of persons and right kind of persons at the right time and at right places through and the planning flowing without trammeling productivity . 2 FINDINGS 1. )As the company outsource some of its work in the recruitment process so there is a need of proper coordination between the HR people in the organization and the people of outsourcing firm. And this can be done by conducting by the way meetings in the organization between HR people and the outsourcing firm. This will also reduce the looping holes that hamper the process of recruitment. 2. )There is lack of proper coordination between the HR people and the Line Managers that leads to miscommunication and thus imperfection in the work. 3. Pressure of work in HR division should be reduced by extending the workforce in the Department as this department is engaged in various works. This will not only reduce the extra pressure of work but it would also lead to a proper working system in the organization. 4. ) Attrition rate in the company is high due to the extreme work pressure, lengthy working hour Hour & job satisfaction. 5. ) Most of the candidates have bad impression of BPOs as during telecalling they cut the call immediately when they receive calls and come to know that the job opening is into a BPO.It is due the cemetery working shifts, no fixed days off, low motivational factors and vapid nature of work. 6. ) The low standard image of BPOs is also formed amongst the candidates because very less importance is given to the educational achievements of the candidates . Even a twelfth passed student can occupy the same designation as a fresh B. Tech Graduate/MBA/PGDM can, provided he/she has excellent communication skills. There is only difference of some rupees in monetary foothold and even this difference is removed if the 12th passed candidate holds more than 5months of experience into an international BPO. . )I found that the main thing is that HCL is a brand name ,that is wherefore freshers are willing to work in the organization even at a low salary. Also the company takes care of career management of their employees as they can pusue their executive MBA course from prestigious institute IIM-Kolkata and they can even switch off to different parts of HCL like HCL COMNET/TECHNOLOGIES availing the Inter Job Po sting facility. 8. )According to the data analysis, it was found that the attitude and behavior of jobseekers are not favourable.Therefore the unavailing hypothesis based on first objective is contracted while the alternate hypothesis is rejected. 9. )Also from the to a higher place analysis it was found that the services provided by the consultancy Panache Solutions is satisfactory. Hence the null hypothesis based on second objective is accepted while the alternate one was rejected. 10. ) From the above discussions as HCL-BPO follows the current benchmarking recruitment and selection practices, thus the null hypothesis based on third objective is accepted while the alternate is rejected. s 4. 3 CONCLUSIONThe study resulted into following conclusions 1. )HCl BPO must have social culture to work in as it leads a proper environment to work in. This will also also reduce the attrition in the company. 2. )The company should increase the salary & recruit the efficient people for the g rowth of the organization & should minimize the recruitment of inefficient candidates who are ready to work at a low salary. 3. )Line Managers & HR Department should work in a loop so that information circulates in a systematic way in the organization and it does not lead to mental stress due to miscommunication. 4. Other Departments should co-operate the HR department so that a smooth working system can take place. 5. )A proper interaction with the Outsourcing firm should be maintained so as to reduce the number of grievances that arises in the organization due to improper coordination of the outsourcing firm and the organization. 4. 4 RECOMMENDATIONS 1. )Proper flow of information should be maintained so as to avoid miscommunication. 2. )Different department should cooperate with each other so as to reduce the loop holes in the system. 3. )An step-up on the salary should be done timely so as to retain the efficient people in the organization. . )HR Department should focus on the quality and not the quantity so as to get efficient employees in the company. 5. )No. of people working in HR Department should be increased for the efficient working of the HR Department. 6. )Some social gathering of people should be conducted so as to maintain a social culture in the organization and this would also help in retaining the people in the organization. 7. )The lengthy working hours should be shortened or some intervals should be given for the refreshment of the employees to reduce the overburden of work. . )If possible, the employees should be given fixed days off . Also the employees who come from far places and avail the cab facility should be provided AC cabs due to scorch heat. ANNEXURE QUESTIONNAIRE Q1. What is the process of Recruitment at HCL- BPO? In-house recruitment Third Party Outsourcing Q2. What are the various parameters that are considered while people are recruited? Personality Communication AttitudeKnowledge Q3. What is the basis of recruitment? (Ra te the following options 6-highest, 1-lowest) Social NetworkingWalk-insInternal referencesCampus Hiring Outsourcing Q4. When do the company plans for recruitment? Beginning of Financial Year As per the requirement Quarterly ReviewWeekly Review Q5. What are the factors on which recruitment depends? Projections Attrition Business Expansion Q6. How much time does it take to complete one selection process? 1-2days 3-4 days 5-6 days Q7. Do you think that Outsourcing is a better option for recruitment now a days? YesNo Q8. What is the factor that leads to Outsourcing? senior high school Attrition RateCost CuttingIncreased turnover of the CompanyTo get efficient employees in less time Q9. What are the positive outcomes of Outsourcing the recruitment process? Getting the desired employees in lesser time. Less Cost Less Headache Q10. What are the negative outcomes of Outsourcing the recruitment process? Improper Coordination in the system Delays in fulfilling the requirement Low Morale JOB A NALYSIS FORM OF HCL INFOSYSTEMSLTD. Job human activity. Date Code No Location .. Department Analyst.Reason for the job Supervised.. Wage or salary range Relation to other jobs Promotion from.. Promotion to.. Job summary Work performed Major duties . Other tasks Equipment/Machines used. Working Condition Skill Requirements Education (Grade or Year) Training Job experience (a)Type of experience.. (b)Length of experience Supervision (a) Positions supervised. (b) Extent of surveillance..Job knowledge (a) General (b) Technical (c)Special Responsibility a)For product and material . b)For equipment and machinery c)For work of others. d)For safety of others Physical Demands Physical efforts Surroundings Hazards Resourcefulness SPECIFICATIONS FORM OF HCL Job Title Drill OperatorDepartment Job Code Date.. REQUIREMENTS 1. EDUCATION cogency to read and understand production orders and to make simple calculations. Preferably risque School Certificate. 2.TRAINING AND EXPERIENCE N o special training required . Requires one month experience to learn job duties and to attain refreshing level of proficiency. 3. PHYCIAL EFFORT No special physical effort is required. 4. MENTAL SKILL Requires reasoning to interpret instructions and drawings and productions orders. Must be able to concentrate when operating. 5. SUPERVISION Routine checking and no close supervision required. Specific but no detailed instructions. 6. Responsible for own work only. Only affair responsibility for safety of others. PROCEDURE OF RECRUITMENTFollowing process of Recruitment has been followed in HCL . requisition 1) For new requirement or for replacement a manpower the given requisition format is to be filled up by Head of the Division/Department and forwarded to HRD after obtaining MDs approval. INTERVIEW agendum Date Venue Position learn OF THE CANDIDATETIMEREMARKS INTERVIEW CALL garner Date - high-priced Sir, ___________________________________________________ This has reference to your application for the above mentioned position in our organisation. We are recreated to invite you for a meeting with the ndersignedon. ata. m. /p. m. please confirm this appointment. We have enclosed a blank personal Data Form. Please fill this in and bring with you along with your educational and experience certificates / testimonials in original for the meeting. No TA/DA shall be admittible for attending this interview. You will be reimbursed to and for train fare by beginning(a) / 2nd class for attending this interview. We take this opportunity to thank for the interest you have shown in joining our organisation. Yours sincerely, For HCL InfosystemsLtd. Authorized SignatoryPreliminary interview of the candidates is conducted by HRD based on Personal Data Format given below filled up by the candidate with the help of technical person along with the Dept. Head. HCL Infosystems Ltd. name PERSONAL DATA FORM POSITION APPLIED FOR writer Name_________________________________ ____________________________ SurnameFirst NameMiddle Name take Address ________________________________________________________________ Phone_______________________________ permanent Address _____________________________________________________________ __________________________Phone______________________________Date of Birth pietismNationality Marital StatusSexDate of Marriage Languages Known enunciate Read Write _________________ __________________ Fathers Name & Occupation married person Name OccupationNo. of children Educational / Professional Qualification Start With Latest breaker point/ Diploma Degree/ DiplomaInstitution/ University/BoardYears From ToMain SubjectDivision & % of marks Publication & Membership Special Interest/Hobbies Employment Record (Starting from present to first one)Period From ToName of EmployerDesignationNature of Duties PerformedGross Salary Detail of Present Salary staple fibre HRAConveyanceBonusLTAMedicalSuperannuationP. F. Others Salary Expecte d Joining Time unavoidable Are you ready work anywhere in India Relatives & Acquaintances in HCL NameDesignationDepartmentRelation each other information which you think should be taken into account while considering your candidature Referencesplease give name and address of two persons who knows you professionally or under whom you have worked. Name _____________________________________ Nature ofAcquaintance ______________________________ Position __________________________________ Address __________________________________ Tel . Off. ____________ Res. ___________ Off. _ __________ Res. ___________ Declaration I hereby authorised verification of all statements in the record and shall agree to produce any documentary evidence in proof of above statements as desired by NPL. I recognize that all the above statements are true and understand that misrepresentation or mission of facts called for in this from will cause separation from the companys services without any notice or com pensation.Date________________Signature___________ FOR OFFICE USE completely Test Performance INITIAL INTERVIEW NOTES 1. PERSONALITY 2. MATURITY 3. talk 4. SELFCONFIDENCE 5. JOB KNOWLEDGE 6. OTHERS FINAL INTERVIEW RESULTS SALARY FIXATION tag end DESIGNATIONCATEGORYLOCATION ITEMPRESENT ACTUAL P. M. OFFERED ACTUAL P. M. OTHERS Joining DateProbation Period DATEHODHRDDEPTT. Final approval for Asst. Manager and above is after final interview by the MD. die Expenses to outstation candidates are reimbursed as per the ravelling rules existing in the company, in format given below. ACCOUNTS DEPARTMENT OUTSTATION CANDIDATE TRAVEL EXPENSES REIMBURSEMENT NAME - ADDRESS- INTERVIEW DATE POSITION - DATEPLACE(FROM-TO)FARE(AMOUNT RS. ) TOTAL DATE touching OF THE CANDIDATEHRD DEPARTMENT After final selection Letter of Intent is issued in the following format garner OF INTENTWith reference to your application and the subsequent interviews you had with us, we are pleased to offer you the posi tion of ______________ in our organisation at mutually agreed terms and conditions based at _______________. However you are credible to be transferred to any of our sites / sister concerns / associates companies at the sole discretion of the management. You will report for work on _____________at______________, failing which this offer will stand automatically withdrawn. The detailed letter of appointment will be issued to you on your joining. Please submit the following documents at the time of joining - . 3 passport size photographs. 2. Copy of last appointment letter, relieving letter & salary certificate. 3. Photocopies of educational and experience certificates. Please sign you to our organisation and wish you a successful career with us. Yours sincerely, For HCL InfosystemsLtd. Authorized Signatory V) JOINING FORMALITIES On the joining detailed appointment letters are issued as per below mentioned levels- 1) APPOINTMENT LETTER Language for below Asst. Manager level is given in the following format . BELOW ASSTT. MANAGER LEVEL ___________________Dated ___________________ __________________ ___________________ LETTER OF APPOINTMENT costly Mr. __________________________ With reference to the offer letter no. ______________________dated __________ we are pleased to appoint you as ____________________ on the following terms and conditions 1)Ordinarily your finale of probation will be Six months which could be further lengthened for a period not exceeding three months and during probationary period/extended probationary period your services are conceivable to be terminate without any notice or without assigning any reason or compensation in lieu thereof. )EMOLUMENTS A)you will be paid following emoluments Basic Salary Rs. __________ p. m. House Rent AllowanceRs. __________ p. m. local anesthetic locomotion ExpensesRs. __________ p. m. You shall also be authorise to benefits like Bonus, Gratuity, PF, ESI & L. T. C as per rules of the company. B)Further increment will be based on efficient, satisfactory and loyal execute of duties and may be withheld in case the standard of work and conduct is found subnormal of may be accelerated in case the same is adjudged to be commercial at the discretion of the management. )Your place of posting will be at our _________________situated at _______________-_____. However, you are liable to be transferred to any of our sites/factory/office at the discretion of the management. 4. During the period of your employment, you shall not secure or try to secure any other post and undertake any course of study or work on part time basis without the pronouncement or the Management in writing.You will also not hold any office of profit outside the company or engage yourself in any other trade or business either part time, or full time, whether for profit or gain, or on honorary basis or otherwise, engage in an insurance agency or commission agency etc. without the prior written permission of the manageme nt. 5. Your hours of attendance shall be adjust to suit the duties entrusted to you from time to time, subject to the statutory provisions. 6.You shall be governed by the rules and regulations of the company in force from time to time, that may be applicable to you. 7. In the event of your confirmation in writing, in addition to the terms and conditions mentioned in this letter, except para (1) a)You will be liable to be retired on your reaching the age of 58 years or earlier if found medically unfit. The organization shall have the right to have you medically examined as and when considered necessary by a registered medical practitioner or by the Companys medical officer. )The employment will be liable to be terminated on either by giving one months basic salary in lieu thereof. However, no notice would be necessary to be given by the organisation if in their opinion you are found guilty of any swinish misconduct as generally understood in employment, particularly disobedience, i nsubordination, rancor and acts subversive of discipline, commonplace negligence of duties, distrust, dishonesty or embezzlement, illegal strike, habitual late attendance, absence, go-slow etc. . In case any misconduct is alleged against you, you are liable to be suspended forthwith without any salary or allowance, pending such inquiry, if in an inquiry you are light of the charges, you will be entitled to full salary as if you were on duty. In the event you are found guilty of the charges levelled, irrespective of the punishment imposed, you shall not be entitled to any payment for the period of suspension. 9.The above mentioned terms and conditions of services shall prevail so long as the same are not either modified or they will also be subject to such other and further rules and regulations which may be notified by us by putting a notice in writing on the notice board put inside the premises. 10. Your date of joining the services in the organization is ______________ 11. Thi s letter is being offered to you in duplicate. In case the terms and conditions expressly enumerated above are acceptable to you, please sign the duplicate copy of this letter in particular of your having read, understood and accepted the terms and conditions mentioned above. 2. Please note that the court of legal power shall be at New Delhi. We welcome you to our organisation and wish you a successful career with us. Yours sincerely, For HCL InfosystemsLimited, AUTHORISED SIGNATORY ACCEPTANCE I have clearly understood the terms and conditions mentioned in this letter of appointment and I hereby accept the same. NAMESIGNATURE DATE 2) Appointment letter language for asst. Manager to manager is given in the following format. FOR ASSISTANAT MANAGER TO MANAGER Dear Mr. Date..APPOINTMENT LETTER With reference to the offer letter no. _________________ dated________________, we are pleased to appoint you in our organisation on the following terms and conditions- 1)Designation Your positio n in the company will be 2)Date of Joining Your date of joining the services in the organization is 3)Probation Period Ordinarily your period of probation will be Six months from the date of joining. Management may extends the probation period depending upon your performance.On successful completion of probation, you will be issued a confirmation letter. During the probation period, your services are liable to be terminated without assigning any specific reason, whatsoever without giving any notice. After confirmation the notice period will be one month or one months basic salary on either side. 4)Salary Details Your Basic Salary will be Rs. . /- p. m. (Rupees only) In addition you will be entitled to House Rent Allowance of Rs. /- p. m. Rupees only) You will entitled to reimbursement of Local Travelling Expenses upto a maximum limit of Rs. /- p. m. (Rupees . only) You shall also be entitled to benefits like ESI/Medical Reimbursement, LTC, Bonus Exgratia, Gratuity & PF as per rul es of the company. 5)Place of Posting However, you would be liable to be transferred/posted at any of the existing or proposed locations of the company or its sister/associates companies at the sole discretion of the management. )The company normally does not permit employees to engage in any other business or work, either directly on their own account or indirectly and you will be expected not to do so without prior consent of the management in writing. 7)You will be governed by the rules and regulations of the company as applicable in force, amended or altered from time to time during the course of your employment. 8)You will automatically retire from the services of the Company on attaining the age of 58 years. You may be retired earlier if found medically unfit.Please sign the duplicate copy of this letter signifying your acceptance and return it to us. We welcome you to our organisation and wish you a successful career with us. With best wishes, Yours sincerely, For HCL Infosys temsLimited, AUTHORISED SIGNATORY I agree to accept employment on the terms and conditions mentioned above and agree to abide by all the rules and regulations of the company. NAME SIGNATURE DATE 3)Appointment letter language for sr. manager and above is given in the following format. FOR SR.MANAGER AND ABOVE Dear Mr.