Cm Project

A

Project
ON AN INDEPTH STUDY OF RECRUITMENT AND SELECTION PROCESS AT BSLI

SUBMITTED IN PARTIAL FULFILMENT FOR THE REQUIREMENT OF THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION (MBA)

TO

MAHARSHI DAYANAND UNIVERSITY
ROHTAK SUBMITTED BY: Charu Manaktala MBA (3 rd Sem.) Roll no. 2810

AMITY BUSINESS SCHOOL
MANESAR, GURGAON
(SESSION 2008-10)

DECLARATION
I, DIKSHIKA, BBA (3rd year) of the G.R.D,Girs Degree College Niranjanpur, Deheradun, hereby declare that the Project entitled, “An indepth study of Recruitment and selection Process in BSLI”, is an original work and the same has not been submitted to any other institute for the award of any other degree. The interim report was presented to the supervisor on _________________and the presubmission presentation was made on_________________. The feasible suggestions have been duly incorporated in consultation with supervisor.

Countersigned

Signature of the supervisor

Signature of the Candidate

Forwarded By

Director of the Institute

ACKNOWLEDGEMENT
A project report is never a sole product of one person, whose name appears on the cover. I consider it a privilege to acknowledge the contribution of all helping hands for their cooperation and guidance that enabled me to dedicate time and effort in framing my analysis in conceivable system. First and foremost, I would like to express my sincere gratitude to Mrs Sharika Kholi, H.R Lecturer of G.R.D Girls Degree College, Niranjanpur,Dehradun without whose support and encouragement I would not have achieved what I have accomplished today. Her consistent support and cooperation showed the way towards the successful completion of the project. I extend my deepest thanks to my H.O.D and faculty guide, Mrs. Manju Aggrawal , for giving me the opportunity to understand the project and for providing me the necessary information whenever required. I would also like to give thanks to my external guide Mr. Manoj Mathura, BSLI ,DEHRADUN , for his support and co-operation. At the outset I would like to thank the management of Birla Sunlife Insurance for the wholehearted co-operation and guidance extended by them, which made my final project possible and also thankful to many individuals of BSLI for the encouragement and professional assistance. A heartfelt thanks to many respondents surveyed whose ideas, critical insights and suggestions have been invaluable in the preparation of this report. I would also like to give thanks to my friends and relatives for their best support and cooperation.

DIKSHIKA

TABLE OF CONTENTS
Certificate Declaration Acknowledgement Chapter I • • • • • • Introduction Significance of the Study Conceptualization Focus of the Problem Objectives of the Study Limitations of the Study I II III

Chapter II • • Industry Profile Company Profile

Chapter III • • Research Methodology Review of Existing Literature

Chapter IV • Analysis and Interpretation Chapter V • • Findings & Recommendations Conclusions

Bibliography Annexure

Chapter-I

INTRODUCTION TO THE STUDY
The success of any business depends to a large extent on the quality of its staff. Gone are the days when it said that people are the important assets, now it is say that right people are the important assets. Recruiting employees with the correct skills can add value to a business and recruiting workers at a wage or salary that the business can afford, will reduce costs. Employees should, therefore, be carefully selected, managed and retained, just like any other resource. Recruitment and selection is the process of identifying the need for a job, defining the requirements of the position and the job holder, advertising the position and choosing the most appropriate person for the job. Within the HRM paradigm, Recruitment and Selection are not simply mechanisms for filling vacancies. Recruitment and redundancy can be viewed as key 'push' and 'pull' levers for organizational change. Recruitment and selection allow management to determine and gradually modify the behavioral characteristics and competences of the workforce. The fashion for team working, for example, has focused on people with a preference for working with others as opposed to the individualist 'stars' preferred by recruiters in the 1980's. Attention has switched from rigid lists of skills and abilities to broader-based competences. Thinking this way BSLI given a healthy opportunity to trainee to study the process of recruitment and selection.

SIGNIFICANCE OF THE STUDY
Successful value creation needs right people at right place. The recruitment and selection is one of the first and most critical practices of Human Resource Department. For every organisation it is important to have a right person on a right job. Recruitment and Selection plays a vital role in this situation. Shortage of skills and the use of new technology are putting considerable pressure on how employers go about Recruiting and Selecting staff. In today's rapidly changing business environment, organizations have to respond quickly to requirements for people. Hence, it is important to have a well-defined recruitment policy in place, which can be executed effectively to get the best fits for the vacant positions. Selecting the wrong candidate or rejecting the right candidate could turn out to be costly mistakes for the organization. In view of the above, this present study is helpful in understanding the designing and implementation of an effective “Recruitment and Selection Process” to cater the above specified needs of the company. Thus the study is helpful for the company on pin-pointing the strong and weak areas of company’s policy regarding the recruitment and selection, so that suitable strategies may be formulated. Further, the study is also useful for the readers to gain a good understanding about the Recuritment and Selection Process of BSLI and also to know the importance of ‘Recuritment and Selection’.

CONCEPTUALIZATION

Today, in every organisation personnel planning as an activity is necessary. It is an important part of an organisation. Human Resource Planning is a vital ingredient for the success of the organisation in the long run. There are certain ways that are to be followed by every organisation, which ensures that it has right number and kind of people, at the right place and right time, so that organisation can achieve its planned objective. The objectives of Human Resource Department are Human Resource Planning, Recruitment and Selection, Training and Development, Career planning, Transfer and Promotion, Risk Management, Performance Appraisal and so on. Each objective needs special attention and proper planning and implementation. For every organisation it is important to have a right person at the right place. Recruitment and Selection plays a vital role in this situation. Shortage of skills and the use of new technology are putting considerable pressure on how employers go about Recruiting and Selecting staff. It is recommended to carry out a strategic analysis of Recruitment and Selection procedure Recruitment and Selection are simultaneous process and are incomplete without each other. They are important components of the organisation and are different from each other.

Recruitment and Selection
Recruitment and selection are two of the most important functions of personnel management. Recruitment precedes selection and helps in selecting a right candidate. Recruitment is a process to discover the sources of manpower to meet the requirement of the staffing schedule and to employ effective measures for attracting that manpower in adequate numbers to facilitate effective selection of efficient personnel. Staffing is one basic function of management. All managers have responsibility of staffing function by selecting the chief executive and even the foremen and supervisors have a staffing responsibility when they select the rank and file workers. However, the personnel manager and his personnel department is mainly concerned with the staffing function. Every organisation needs to look after recruitment and selection in the initial period and thereafter as and when additional manpower is required due to expansion and development of business activities. ‘Right person for the right job’ is the basic principle in recruitment and selection. Every organisation should give attention to the selection of its manpower, especially its managers. The operative manpower is equally important and essential for the orderly working of an enterprise. Every business organisation/unit needs manpower for carrying different business activities smoothly and efficiently and for this recruitment and selection of suitable candidates are essential. Human resource management in an organisation will not be possible if unsuitable persons are selected and employment in a business unit.

MEANING OF RECRUITMENT

According to Edwin B. Flippo, “Recruitment is the process of searching the candidates for employment and stimulating them to apply for jobs in the organisation”. Recruitment is the activity that links the employers and the job seekers.

A few definitions of recruitment are:
A process of finding and attracting capable applicants for employment. The process begins when new recruits are sought and ends when their applications are submitted. The result is a pool of applications from which new employees are selected. It is the process to discover sources of manpower to meet the requirement of staffing schedule and to employ effective measures for attracting that manpower in adequate numbers to facilitate effective selection of an efficient working force. Recruitment of candidates is the function preceding the selection, which helps create a pool of prospective employees for the organisation so that the management can select the right candidate for the right job from this pool. The main objective of the recruitment process is to expedite the selection process. Recruitment is a continuous process whereby the firm attempts to develop a pool of qualified applicants for the future human resources needs even though specific vacancies do not exist. Usually, the recruitment process starts when a manger initiates an employee requisition for a specific vacancy or an anticipated vacancy.

RECRUITMENT NEEDS ARE OF THREE TYPES

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PLANNED i.e. the needs arising from changes in organization and retirement policy.

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ANTICIPATED Anticipated needs are those movements in personnel, which an organization can predict by studying trends in internal and external environment.

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UNEXPECTED Resignation, deaths, accidents, illness give rise to unexpected needs.

PURPOSE & IMPORTANCE OF RECRUITMENT

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Attract and encourage more and more candidates to apply in the organisation. Create a talent pool of candidates to enable the selection of best candidates for the organisation.

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Determine present and future requirements of the organization in conjunction with its personnel planning and job analysis activities.

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Recruitment is the process which links the employers with the employees. Increase the pool of job candidates at minimum cost Help increase the success rate of selection process by decreasing number of visibly under qualified or overqualified job applicants.

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Help reduce the probability that job applicants once recruited and selected will leave the organization only after a short period of time.

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Meet the organizations legal and social obligations regarding the composition of its workforce.

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Begin identifying and preparing potential job applicants who will be appropriate candidates. Increase organization and individual effectiveness of various recruiting techniques and sources for all types of job applicants

SOURCES OF RECRUITMENT

Every organisation has the option of choosing the candidates for its recruitment processes from two kinds of sources: internal and external sources. The sources within the organisation itself (like transfer of employees from one department to other, promotions) to fill a position are known as the internal sources of recruitment. Recruitment candidates from all the other sources (like outsourcing agencies etc.) are known as the external sources of recruitment.

SOURCES OF RECRUITMENT

FACTORS AFFECTING RECRUITMENT
The recruitment function of the organisations is affected and governed by a mix of various internal and external forces. The internal forces or factors are the factors that can be controlled by the organisation. And the external factors are those factors which cannot be controlled by the organisation. The internal and external forces affecting recruitment function of an organisation are

FACTORS AFFECTING RECRUITMENT

RECENT TRENDS IN RECRUITMENT
The following trends are being seen in recruitment:

• OUTSOURCING
In India, the HR processes are being outsourced from more than a decade now. A company may draw required personnel from outsourcing firms. The outsourcing firms help the organisation by the initial screening of the candidates according to the needs of the organisation and creating a suitable pool of talent for the final selection by the organisation. Outsourcing firms develop their human resource pool by employing people for them and make available personnel to various companies as per their needs. In turn, the outsourcing firms or the intermediaries charge the organisations for their services.

Advantages of outsourcing are:
1. Company need not plan for human resources much in advance. 2. Value creation, operational flexibility and competitive advantage 3. turning the management's focus to strategic level processes of HRM 4. Company is free resumes/candidates. from salary negotiations, weeding the unsuitable

5. Company can save a lot of its resources and time

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POACHING/RAIDING

“Buying talent” (rather than developing it) is the latest mantra being followed by the organisations today. Poaching means employing a competent and experienced person already working with another reputed company in the same or different industry; the organisation might be a competitor in the industry. A company can attract talent from another firm by offering attractive pay packages and other terms and conditions, better than the current employer of the candidate. But it is seen as an unethical practice and not openly talked about. Indian software and the retail sector are the sectors facing the most severe brunt of poaching today. It has become a challenge for human resource managers to face and tackle poaching, as it weakens the competitive strength of the firm.

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E-RECRUITMENT

Many big organizations use Internet as a source of recruitment. E- recruitment is the use of technology to assist the recruitment process. They advertise job vacancies through worldwide web. The job seekers send their applications or curriculum vitae i.e. CV through e mail using the Internet. Alternatively job seekers place their CV’s in worldwide web, which can be drawn by prospective employees depending upon their requirements.

Advantages of e-recruitment are:
o o o o o

Low cost. No intermediaries Reduction in time for recruitment. Recruitment of right type of people. Efficiency of recruitment process.

SELECTION
Selection is defined as the process of differentiating between applicants in order to identify (and hire) those with a greater likelihood of success in a job. Selection is basically picking an applicant from (a pool of applicants) who has the appropriate qualification and competency to do the job.

SELECTION PROCESS

External environment Internal environment Preliminary interview

Selection tests

Employment interview

Rejected Applicants

Reference and background analysis Selection decision

Physical examination

Job offer

Employment contract

Evaluation

Four Approaches to Selection:

1) Ethnocentric Selection:
In this approach, staffing decisions are made at the organization’s headquarters. Subsidiaries have limited autonomy, and the employees from the headquarters at home and abroad fill key jobs. Nationals from the parent country dominate the organisations at home and abroad.

2) Polycentric Selection:
In polycentric selection, each subsidiary is treated as a distinct national entity with local control key financial targets and investment decisions. Local citizens manage subsidiaries, but the key jobs remain with staff from the parent country. This is the approach, which is largely practiced in our country.

3) Regiocentric Selection:
Here, control within the group and the movements of staff are managed on a regional basis, reflecting the particular disposition of business and operations within the group. Regional managers have greater discretion in decision. Movement of staff is largely restricted to specific geographical regions and promotions to the jobs continue to be dominated by managers from the parents company.

4) Geocentric Staffing:
In this case, business strategy is integrated thoroughly on global basis. Staff development and promotion are based on ability, not nationality. The broad and other parts of the top management structure are thoroughly international in composition. Needless to say, such organisations are uncommon.

FOCUS OF THE STUDY

For every organisation it is important to have a right person on a right job. Recruitment and Selection plays a vital role in this situation. Shortage of skills and the use of new technology are putting considerable pressure on how employers go about Recruiting and Selecting staff. It is recommended to carry out a strategic analysis of Recruitment and Selection procedure. The BPO industry is expanding very fast and there is a big scope in this sector in future, so it is important to recruit people who have good communication skills, good personality and must have good relationship with their relatives, neighbours, friends etc. Hence, the study is focused on analyzing the recruitment and selection procedure at Ienergizer and to study the perception of employees working in the organization towards existing recruitment and selection procedure.

OBJECTIVES OF THE STUDY

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To study and understand the recruitment and selection procedure of Ienergizer. To study the perception of employees towards existing recruitment and selection procedure. To study the type of interview the organization conduct during selection procedure. To analyze the attributes that the organization seeks in an employee.

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LIMITATIONS OF THE STUDY

1.

Time constraint was a limiting factor in the project. Since time available was less than 8 weeks, elaborate study of each and every aspect of recruitment and selection could not be carried out.

2. Project is partially based on secondary data which have its own limitations. 3. Employees may be biased when they give opinion; it is another limitation of this project. Employees hesitate to disclose the information. 4. Company rules and regulations didn’t allow me to have in depth knowledge about company policies. 5. The study was only based on only one company IENERGIZER so its outcome can’t be generalized to all.

Chapter-II

INDUSTRY PROFILE

BPO- An Introduction
Business Process outsourcing (BPO) is the delegation of an intensive business process to an outside service provider who owns administers and manages it according to a defined set of metrics. Business-process outsourcing is generally for back-end administrative functions that are necessary to run a business but are not a part of the core business. The terms IT Enabled Services (ITES) and Business Process outsourcing (BPO) are used interchangeably now days. ITES is basically a subset of BPO. If process that is outsourced involves use of Information Technology it is called ITES else it just Business process outsourcing. Companies are now increasingly outsourcing their Finance & Accounting functions followed by Human resource (HR) outsourcing. The evolution of IT services outsourcing in the Indian banks started from the basic level of annual maintenance contracts (AMCs) around 10-12 years ago and from there the IT services outsourcing curve in the banking segment has presently moved on to the level of Facilities Management (FM). In the 1st Phase, BPO industry has grown mainly due to the business of catering towards services to foreign clients mainly based in USA & Europe. But with recession setting the world over, the profitability margins have decreased tremendously, thus causing consolidation in the industry. Since a client out source's more than one service, it makes sound business sense to offshore it from a single concern. Thus the players in the industry are versatile, offering a gamut of services to their clients. ICICI Bank, HDFC Standard Life, UTI and ABN-Amro are now looking at business process management (BPM) to increase returns on investment, improve customer relationship management (CRM) and employee productivity. For, these entities sustaining long-term customer relationship management (CRM) has become a challenge with almost everyone in the market with similar products. A BPM system involves workflow automation, data imaging and features of enterprise application integration wherein the business processes, tasks and procedural steps of an organization are defined, analyzed and integrated, thus providing a framework for the organization to deliver its (business) solutions.

A Call Center is an Information Technology Enabled Service, which acts as an access point to the customers of the enterprise.

DIFFERENT TYPES OF SERVICES BEING OFFERED BY BPO'S
1. Customer Support Services Our customer service offerings create a virtual customer service center to manage customer concerns and queries through multiple channels including voice, e-mail and chat on a 24/7 and 365 days basis. Service Example: Customers calling to check on their order status, customers calling to check for information on products and services, customers calling to verify their account status, customers calling to check their reservation status etc. 2. Technical Support Services Our technical support offerings include round-the-clock technical support and problem resolution for OEM customers and computer hardware, software, peripherals and Internet infrastructure manufacturing companies. These include installation and product support, up & running support, troubleshooting and Usage support. Service Example: Customers calling to resolve a problem with their home PC, customers calling to understand how to dial up to their ISP, customers calling with a problem with their software or hardware.

3. Telemarketing Services

Our telesales and telemarketing outsourcing services target interaction with potential customers for 'prospecting' like either for generating interest in products and services, or to up-sell / promte and cross sell to an existing customer base or to complete the sales process online. Service Example: Outbound calling to sell wireless services for a telecom provider, outbound calling to retail households to sell leisure holidays, outbound calling to existing customers to sell a new rate card for a mobile service provider or outbound calling to sell credit or debit cards etc. 4. Employee IT Help-desk Services Our employee IT help-desk services provide technical problem resolution and support for corporate employees. Service Example: of this service include level 1 and 2 multi-channel support across a wide range of shrink wrapped and LOB applications, system problem resolutions related to desktop, notebooks, OS, connectivity etc., office productivity tools support including browsers and mail, new service requests, IT operational issues, product usage queries, routing specific requests to designated contacts and remote diagnostics etc. 5. Insurance Processing Our insurance processing services provide specialized solutions to the insurance sector and support critical business processes applicable to the industry right from new business acquisition to policy maintenance to claims processing.

Service Example:

New Business / Promotion: Inbound/outbound sales, Initial Setup, Case Management, Underwriting, Risk assessment, Policy issuance etc. Policy Maintenance / Management: Record Changes like Name, Beneficiary, Nominee, Address; Collateral verification, Surrender Audits Accounts Receivable, Accounting, Claim Overpayment, Customer care service via voice/email etc. 6. Data Entry Services / Data Processing Services Service Example:
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Data entry from Paper/Books with highest accuracy and fast turn around time (TAT) Data entry from Image file in any format Business Transaction Data entry like sales / purchase / payroll. Data entry of E-Books / Electronic Books Data Entry : Yellow Pages / White Pages Keying Data Entry and compilation from Web site Data Capture / Collection Business Card Data Entry into any Format Data Entry from hardcopy/Printed Material into text or required format Data Entry into Software Program and application Receipt and Bill Data Entry Catalog Data Entry. Data Entry for Mailing List/Mailing Label. Manuscripting typing in to word Taped Transcription in to word. Copy, Paste, Editing, Sorting, Indexing Data into required format etc.

o o o o o o o o o o o o o o o o

7. Data Conversion Services Service Example:
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Conversion of data across various databases on different platforms Data Conversion via Input / Output for various media. Data Conversion for databases, word processors, spreadsheets, and many other standard and custom-made software packages as per requirement. Conversion from Page maker to PDF format. Conversion from Ms-Word to HTML format Conversion from Text to Word Perfect. Conversion from Text to Word to HTML and Acrobat Convert Raw Data into required MS Office formats. Text to PDF and PDF to Word / Text / Doc Data Compilation in PDF from Several Sources. E-Book Conversion etc.

o o o o o o o o

8. Scanning, OCR with Editing & Indexing Services Service Example:
o o o o o o

High speed Image-Scanning and Data capture services High speed large volume scanning OCR Data From Scanned page / image Scan & OCR paper Book in to CD. ADOBE PDF Conversion Services. Conversion from paper or e-file to various formats

9. Book Keeping and Accounting Services Service Example:
o o o o o

General Ledger Accounts Receivables and Accounts Payable Financial Statements Bank Reconciliation Assets / Equipment Ledgers etc.

10. Form Processing Services Service Example:
o o o o

Insurance claim form Medical Form / Medical billing Online Form Processing Payroll Processing etc.

11. Internet / Online / Web Research Service Example:
o o

Internet Search, Product Research, Market Research, Survey, Analysis. Web and Mailing list research etc.

CHALLENGES FOR A HR PROFESSIONAL IN BPO
1. Brand equity: People still consider BPO to be "low brow", thus making it difficult to attract the best talent. 2. Standard pre-job training: Again, due to the wide variety of the jobs, lack of general clarity on skill sets, etc, there is no standard curriculum, which could be designed and followed. 3. Benchmarks: There are hardly any benchmarks for compensation and benefits, performance or HR policies. Everyone is charting their own course. 4. Customer-companies tend to demand better results from outsourcing partners than what they could actually expect from their own departments. "When the job is being done 10,000 miles away, demands on parameters such as quality, turn around timeliness, information security, business continuity and disaster recovery, etc, are far higher than at home. So, how to be more efficient than the original? 5. Lack of focused training and certifications Given this background, the recruiting and compensation challenges of HR departments are only understandable.

EMPLOYEE BENEFITS PROVIDED BY MAJORIY OF THE BPO COMPANIES
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Provident Fund: As per the statutory guidelines, the employee is required to contribute a percentage of his basic salary and DA to a common fund. The employer for this fund contributes as well. The employee can use the amount deposited in this fund for various personal purposes such as purchase of a new house, marriage etc.

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Gratuity: Gratuity is one of the retrial benefits given to the employee in which the employer every year contributes a particular amount. The fund created can be used by the employee for the purpose of long-term investment in various things such as a house etc.

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Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy in case of female employees or spouse of male employees. All employees and their dependent family members are eligible. Dependent family members include spouse, non-earning parents and children above three months

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Personal Accident Insurance Scheme: This scheme is to provide adequate insurance coverage for Hospitalization expenses arising out of injuries sustained in an accident. It is applicable to all the employees of JFWTC and covers total / partial disablement / death due to accident and due to accidents.

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Subsidized Food and Transportation: The organizations provides transportation facility to all the employees from home till office at subsidized rates. The lunch provided is also subsidized.

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Company Leased Accommodation: Some of the companies provides shared accommodation for all the out station employees, in fact some of the BPO companies also undertakes to pay electricity/water bills as well as the Society charges for the shared accommodation. The purpose is to provide to the employees to lead a more comfortable work life balance.

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Recreation, Cafeteria, ATM and Concierge facilities: The recreation facilities include pool tables, chess tables and coffee bars. Companies also have well equipped gyms, personal trainers and showers at facilities.

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Corporate Credit Card: The main purpose of the corporate credit card is enable the timely and efficient payment of official expenses which the employees undertake for purposes such as travel related expenses like Hotel bills, Air tickets etc

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Cellular Phone / Laptop: Cellular phone and / or Laptop is provided to the employees on the basis of business need. The employee is responsible for the maintenance and safeguarding of the asset.

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Personal Health Care (Regular medical check-ups): Some of the BPO'S provides the facility for extensive health check-up. For employees with above 40 years of age, the medical check-up can be done once a year.

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Loans: Many BPO companies provides loan facility on three different occasions: Employees are provided with financial assistance in case of a medical emergency. Employees are also provided with financial assistance at the time of their wedding. And, The new recruits are provided with interest free loans to assist them in their initial settlement at the work location.

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Educational Benefits: Many BPO companies have this policy to develop the personality and knowledge level of their employees and hence reimburses the expenses incurred towards tuition fees, examination fees, and purchase of books subject, for pursuing MBA, and/or other management qualification at India's top most Business Schools.

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Performance based incentives: In many BPO companies they have plans for , performance based incentive scheme. The parameters for calculation are process performance i.e. speed, accuracy and productivity of each process. The Pay for Performance can be as much as 22% of the salary.

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Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible work schedules and set out conditions for availing this provision. Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal

life needs .The factors on which Flexi time is allowed to an employee include: Child or Parent care, Health situation, Maternity, Formal education program
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Flexible Salary Benefits: Its main objective is to provide flexibility to the employees to plan a tax-effective compensation structure by balancing the monthly net income, yearly benefits and income tax payable. It is applicable of all the employees of the organization. The Salary consists of Basic, DA and Conveyance Allowance. The Flexible Benefit Plan consists of: House Rent Allowance, Leave Travel Assistance, Medical Reimbursement, Special Allowance

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Regular Get together and other cultural programs: The companies organizes cultural program as and when possible but most of the times, once in a quarter, in which all the employees are given an opportunity to display their talents in dramatics, singing, acting, dancing etc. Apart from that the organizations also conduct various sports programs such as Cricket, football, etc and regularly play matches with the teams of other organizations and colleges.

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Wedding Day Gift: Employee is given a gift voucher of Rs. 2000/- to Rs. 7000/based on their level in the organization. Employee Referral Scheme: In several companies employee referral scheme is implemented to encourage employees to refer friends and relatives for employment in the organization.

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Paid Days Off Maternity Leave Employee Stock Option Plan

Inspite of all these benefits, the attrition rate in BPO industry is very high, why?. What is the reason for an employee to leave? These and many more are the questions that need immediate attention from the industrial gurus.

SWOT ANALYSIS

STRENGTHS • • Large no. of talented graduates Affordable and quality education as compared to developed countries English language benefit Well-developed IT industry Strong customer base of well known companies Powerful venture capital interest in investing in growth opportunity OPPORTUNITIES • • • • • •

WEAKNESS Scarce foreign language skills other than English. Lack of customer service culture Expensive and poor quality telecom infrastructure Poor electricity supply Cultural differences High attrition rates, therefore less no. of people with extensive call centre experience

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THREATS

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Horizontal and vertical expansion of existing customer base into new markets Time zone difference between India and target markets Increasing outsourcing awareness services of

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High Billing rates Political instability India's competitors in Eastern Europe, Latin America and the Asia Pacific regions offering cheap BPO services Increasing automation. technology

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COMPANY PROFILE
iEnergizer Inc. is a Delaware US Corporation incubated exclusively to undertake Multimedia Contact Center Operations in India. The company started its call center operations through its affiliate company – Granada Services Private Limited, India in January 2000, under the Brand Name – iEnergizer. The idea is to capitalize the available pool of Indian technocrats, software professionals and quality graduates. This Multimedia Contact Center is providing varied services, at affordable prices, to international corporations who have requirements of inbound and outbound customer care, telemarketing and data collection, help desk (both technical and general), E-mail processing and campaigns, live web and voice interaction and back end data processing.

This offshore operations are managed by the company’s India facility called Granada Services Private Limited.

OVERVIEW
iEnergizer is one of the largest and most progressive International Call Center in Asia Pacific region, located in Noida near New Delhi, India. It undertakes Business Process Outsourcing (BPO) projects in voice based & web based processes as well as provides back office support in Finance, Banking, HR, Claims processing- Insurance, Healthcare etc. to leading Fortune 500 companies around the world. iEnergizer makes use of the latest stateof-the-art infrastructure with world class standards in networking like earth station, IPLCs to provide instant connectivity to it's global customers through calls, e-mails, chat etc. Since its inception, iEnergizer has delivered on a business strategy that focuses on selected customer service based, process oriented industries. While defining its business charter, iEnergizer compared the operational background of its key management talent against top industry verticals and aligned itself with those most suited to benefiting from the iEnergizer value proposition. Ienergizer USP lies in providing our customers – Quality at the right Price. Its motto in this regard is "You will come to us for Price but stay for Quality”. As the Customer Care industry continues to focus both on results and cost management, offshore outsourcing of select business processes has become a proven method for attaining high collection rates and reducing operating costs. iEnergizer’s processing centers (on schedule for ISO 90012000 certification within the next twelve months) offer fully developed, quickly scalable business processes that leverage economies of scale and leading-edge technology to achieve: • Improved productivity • Reduced/effectively managed costs • Improved collection rates

iEnergizer’s Team combines experience with acquired knowledge that results in an expertise strongly complimenting that of our Clients’. The iEnergizer Team understands the issues, the products, the services and the challenges facing US creditors. The iEnergizer business process design team has developed documented processes built around common Customer Care, accounting and industry business practices. Combining sound, proven practices with the latest technologies and the educated, low-cost labor force of India. Our six sigma approach to Process Migration, COPC Quality Compliance, scheduling of competent workforce ensures our customers of the best quality with better than in-house Reliability. In addition to reducing costs, outsourcing to iEnergizer delivers speed, flexibility and round-the-clock productivity. In a constantly changing environment, many Clients have found greater success in meeting the urgency of change through the highly flexible, Client oriented environment of iEnergizer versus in-house operations. Our scalable, flexible and unique on-site / off-shore model delivers an on-site management team and an off-shore development / processing center. The result is a “vendor” relationship that functions like a true partnership.

INFRA STRUCTURE
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iEnergizer is located in a state-of-the-art campus at NOIDA, near New Delhi. Highlights of its infrastructure include: Fully secured and networked capacity of over 2000 seats spread over 1.2 million sq. ft. The in-house front/back lawns (for sports), swimming pool and indoor courts for basketball and its upcoming employee hostel are also worth mention.

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Independent floors for each client, with 24x7 security with the option to utilize other available areas/floors within the campus, if required. 100% power back-up and redundant data and telecommunications links Option to utilize other available areas/floors within the campus, if required. A dedicated Technology Infrastructure Group (TIG) manages the technology infrastructure requirements for iEnergizer and its clients at all points of time.

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Present investors of iEnergizer have invested over $20 million dollars out of their own funds (without recourse to any outside debt) and are committed to support any more ambitious expansion plans in future.

iEnergizer present center went functional in October 2004 and is accessible internationally through the national capital New Delhi.

IENERGIZER SERVICES
• Market or Business Intelligence (Business to Business)

iEnergizer has implemented several successful customized market research/survey programs for various international clienteles. We honed our approach for maximum return through a collaborative business model and helped our clients better their overall operational efficiency. Our expertise lies in our skilled research assistants (RAs) who undergo focused training programs to learn how to work up every business site thoroughly so as to draw the best results out of the call lists supplied by our client. To ensure the highest quality content, we institute a thorough caller quality assurance program consisting of periodic updates, thorough interviewer training, random sampling logic checks, weekly random phone audits and feedback, and numerous redundant periodic data entry checks Separate interview teams are constituted, each responsible for collecting specific aspects of a business site's profile like– o Hardware and Software Infrastructure o (including systems, software, storage, PCs, outsourcing, and peripherals) o LAN infrastructure o Telecommunications and Data communications Infrastructure o Demographics o Sales & Distribution Channels

Our clients can leverage our actionable data gathered through our unique and proven methodology to drive their direct marketing/research and development programs most efficiently. • Inbound/Outbound Collections (First Party)

iEnergizer boasts of a niche in the chosen business functions. Over the years iEnergizer has gained expertise to not only collect on delinquent customers/businesses or skip tracing but also offer inbound collection services where delinquent customers/businesses can call to work on payments defaults. Our team of specialists offers tools and information to analyze the effectiveness of collection activities, get improved strategies and enhance performance and productivity. Our tailored efforts based on the age and urgency of a claim helps us in understanding business needs and try better and proven systems of recovery. Our team is continually trained on customer service and FDCPA and works as an extension of your business. Our constant performance evaluation systems based on contacts/conversion ratios and other numerous statistics helps us drive a more focused quality and refresher program aimed at an even better performance. We understand the need for better service, compliance, technology and your business needs.

•

Third Party Collections

Our third-party contact programs solicit immediate payment from seriously delinquent consumer accountsThese programs are customized to increase the net dollars collected from declared bad debts and help in reducing the net bad expense. Our programs are not just limited to debtor contacts but go up to debt settlement companies and/or law offices. Our expertise lies in maximizing net dollars collected over a bad debt portfolio using customized and specialized techniques of skip tracing, negotiation and credit analysis. Our

teams are well trained in FDCPA and understand the much needed requirements of the compliance factor. The teams are constantly trained until they are well versed with the ground rules of negotiations and the need to maximize kept rate. Our proprietary scoring models use data based decision-making and challenger/champion strategies to improve operational efficiency and increase dollars collected. The aim for maximum recovery over a period of time and availability of almost all the options under the modes of payment at this stage of collections gives us a fine edge.

•

Software/Game Testing Services

Developers and publishers need experienced resources for testing their products. The search stops at iEnergizer. We provide a wide range of off-site Quality Assurance (Software/Game Testing) services for multiple platform software products. Our test plans are developed using scientific methods to ensure their efficient, thoroughness, and ensure accurate testing. iEnergizer makes use of latest infrastructure and world class technology to provide you best services & integrate QA from design phase throughout development, or complete rigorous QA at the last, crucial minute with final product third-party validation. Our extensive PC compatibility lab kept current with the latest operating systems, platforms and hardware, as well as an array of computer components always ensures that we support any specification or configuration that you may need. Our experienced testers are capable of detailing how your product handles multi-player use from your minimum specs to your recommended specs and beyond. Our extensive equipment list coupled with expert testers ensures that your product has received thorough multi-player testing and is ready for master.

Our testing is done in a controlled environment on a closed network that allows us to monitor packet exchange s between the host and remote players. This ensures complete security & flexibility to your testing needs besides delivering speed. And not to forgetwe’re a cost effective way to make sure your product is playable. iEnergizer are trained and certified & understand business requirements and our goal is to be thought of as a member of your team.

•

Customer Service

Connecting with your customers — in a reliable, cost conscious manner — is the key to your longevity in today's global economy. iEnergizer provides with a truly global approach to customer care — along with the right mix of people, quality control processes and forward-thinking technology —to deliver the unparalleled customer care and front- and back-office support that you and your customers expect. Our comprehensive infrastructure, sophisticated training programs and strong in-house IT staff assure you significant cost savings, protected brand equity and guaranteed service level agreements (SLAs). iEnergizer can strategically assess and understand your customer care programs and provide a continuum of even superior and balanced solutions that optimize every customer interaction at competitive, guaranteed prices and with risk-free implementation. With our expertise and history of delivering on all agreements, we let you focus on your core competencies and promote and protect your brand. With numerous clients and distinct programs we achieve success by leveraging best practices and following strategic models based on our expertise and experience. We guarantee you o o o o o Cost reduction with peace-of-mind Reliable, risk-free business continuity Flexibility and control Scalable capacity to specific needs Comprehensive entry and exit plan

o Defined workforce realignment plan o Minimized risk with maximized cost benefits.

•

Technical Support

At iEnergizer we also provide our clients with technical support which includes customer service, product feature / services support and troubleshooting. We have hands on experience in technology support and support diverse hardware and software products. In order to keep technical operations reliable, we leverage our past experiences and best practices of the industry to provide the finest "know-how". We provide customized and various levels of technical support for businesses and consumers. Our extended service also includes product information requiring specialist knowledge and complex issues management besides o Trouble shooting support o Software usage and problems o Application and desktop related queries o Internet related queries o Connectivity related problems o Computer hardware queries o Product related services, upgrading & support

•

Gaming Support Services

One of the most distinguished domains of expertise for past seven years is gaming services. iEnergizer is one of the largest independent game services outsourcing vendor worldwide. We deliver high quality support for a variety of games ranging from online java games to console games to online RPG’s and other high end games. Besides customer support, we also offer technical support, member services, server monitoring and a bouquet of other

services including game development and testing to a variety of gaming companies around the world. At iEnergizer, the team is trained in nuances of gaming industry, game development cycles and is made to realize the importance of continuously enhancing the cost-benefit ratio and the ever need to stay competitive and a step ahead in the entertainment industry. Performance is constantly monitored with the help of a variety of statistical methods and techniques to analyze data, study and monitor process capability and performance, monitor variance in the production and minimize impact of unexpected variance to service delivery and defect measurement. Our team works in a controlled environment that allows us to closely monitor not only individual performance but also exchanges of information. This ensures complete security & flexibility to our client needs and extends that extra assurance and reliability to build your trust.

•

Multi-lingual Services/Content Localization

iEnergizer also offers localization solutions for games publishers targeting the European market place. By making use of the finest resources in the industry, whilst at the same time keeping overheads to a minimum, iEnergizer is able to deliver the very best quality at extremely competitive rates– on time, every time. iEnergizer has built up an impressive team of highly experienced specialized language experts who customize game content in minimum time keeping latest games vernacular and styles of speech in mind. Core languages that are currently supported are French and German.

•

Software Development/Product Engineering

Market leadership today depends on innovation and getting your products to market faster than your competitors. Delivering superior quality and increasing productivity are also imperative to stay on top of your competitors. In such a scenario, having a partner in your product development process who understands your needs and has the technology and domain skills, can go a long way in ensuring market success. Over the years, India has become a premier location for sourcing technical expertise especially in relation to software development. iEnergizer offers engineering services for various companies across verticals that give you that extra bit to tower above your competitors. The services include product conceptualization & design, development and testing & automation. Additional services also include product support (at both first and engineering levels)

•

Financial Back Office services

Banking organizations are increasingly relying on services provided by other entities to support a range of banking operations. Outsourcing of information and transaction processing activities, either to affiliated institutions or third-party service providers, may help banking organizations manage data processing and related personnel costs, improve services, and obtain expertise not available internally. iEnergizer combines a judicious mix of technology and human interventions to offer the most reliable, consistent and performance-oriented back office services. State-of-the-art technology and industry-leading back-office processing applications enable the speed and reliability of our operations, while our well-trained associates ensure consistent, goaloriented service delivery. We provide transaction processing services to one of the largest financial institutions in the US through our strategic partner. Our services for their investor services division include:

• • • • • • • • • • • • • • •

Stock transfer Purchase of shares Liquidation of shares Issuance of certificates New Account Enrollment Dividend Options 3rd Party Check Replacement Check Replacement SSN Certification Account Maintenance Account Consolidation Address Change Forms and Literature 1099/DR statements Client correspondence

Our emphasis is to have well-trained associates handling each transaction with a view to enhance productivity while evaluating error-rates, rigorously. We tailor our offerings for each engagement, based on the scale of operations, outsourcing readiness, and the nature of the business/domain. We work closely with our clients to assess readiness, develop the outsourcing agenda, devise success metrics, ensure smooth transition of business processes, and to achieve ongoing performance improvements.

IENERGIZER OFFERINGS AT DOMESTIC LEVEL
iEnergizer has established superior capabilities to support Global and Domestic call center operations. Our center is a hub of excellence to design, develop and provide a wide range of solutions across the globe to expertise various sectors, both International and Domestic, catering to the specific needs of the companies who are looking at global outsourcing to meet the challenges of the new age. Apart from exploring the international front, iEnergizer

is also committed in providing quality and value based services within India as well, aiming to establish a benchmark of expertise across the global market. Banking & Financial Telecom Consumer Durables & Home Appliances Satellite Communications Automobiles Pre-sales and after - Sales Support Online Games support

• Banking & Financial
iEnergizer offers a wide range of services in Banking & Financial domain and is currently providing support to a leading nationalized bank of India along with offering transaction processing/back end support to world’s leading bank for their all India credit card operations. Support Details: o Transaction Services which includes Data Capturing, Application Processing, Financial remittance,reconciliation & related processing services
o

Customer Support Services which includes assistance & processing more than 210 different types of activities including all inbound and outbound communications

o Investigation and dispute handling o Mail handling unit o End to end card solution

• Telecom
Ground Breaking Technologies and solutions have redefined the telecom business in India. This has further accelerated their business dramatically in India has now detonated a new

expansion enhancing customer service support, keeping in mind the cost and risk reduction factors, along with increased profitability. iEnergizer provides world class customer service, Technical & Sales support to reputed clients through variety of Inbound/outbound and E-mail activities. Current services are provided for India’s topmost telecom company and world’s leading mobile devices manufacturing company across India.

Support Details: o Tele-marketing: Promotion, up sell and cross sell of new features/services like caller Tunes, etc o New account set up o Processing booking confirmations receipts after freezing sale with customer o Registration of the customer as per the details o Outbound welcome calls to customers post activation of services o In bound Customer support for Handset and Accessories related queries o Inbound/Outbound Technical support o Coordination with Service Centers for repair/service/warranty issues o E-mail support

• Consumer Durables & Home Appliances
iEnergizer’s One Stop Solution provides integrated and customized solutions to the booming stepped up consumer market in India. We provide simple to high-end tech support including customer service, product feature/services support and troubleshooting with an exceptional experienced pool of resources, which specializes in providing multi – lingual support (covering all major regional languages)

iEnergizer currently provides support to a leader in Consumer durables and home appliances industry in India. The client is world’s digital leader and is a leading manufacturer. Besides, iEnergizer operates the sales & promotional campaign for a leading water purifier manufacturing company in India. Support Details: Inbound Support: General customer queries & product related issues Technical support on all products Handling Pre-sales enquiry Assisting in coordinating with Service Center requests Outbound Support: Happy Calling and Customer surveys Technical escalations Market communication & Sales Survey and Data capture – This involves follow ups with Dealers/retailers and data collection. Sales Support: Outbound calls for lead generation and sales Onsite demonstration and support coordination SMS services

• Satellite Communications
iEnergizer provides helpdesk services to its V-SAT customers including important users like Air force, Navy, ISRO which can mean a lot to the banks as they directly affect ATM machines and need to be brought up in no time. Our people have to ensure that every

complaint is assigned to the appropriate department and needs to be closed in the stipulated SLA. The client is the global leader in providing broadband satellite networks and services for large enterprises, governments, small businesses, and consumers. Support Details: o Inbound helpdesk services (which includes Technical assistance related to virtual satellite links) o Outbound Services for follow-ups and coordination with field engineers & customers o Other back end services like E-mail, etc o Automobiles Pre-sales and after - Sales Support

• Automobiles Pre-sales and after - Sales Support
iEnergizer provides all India support to one of the world’s largest automaker providing round the clock support to attend to customer complaints and provide any information related to their products and services. A variety of Inbound/outbound and back - end activities are offered by the team at iEnergizer. Support Details: o 24 * 7 Inbound Customer Service o Breakdown assistance and general queries o Complaint Handling and follow – ups (Outbound) o Follow-ups on Test drive etc. o Customer satisfaction survey o Marketing and Lead generation.

• Online Game Support
iEnergizer’s expertise goes beyond 8 years of experience in handling online games support for reputed game developing and publishing companies’ world wide. In addition to it’s

global support, iEnergizer provides support to India’s leading online gaming company through a variety of services which primarily includes : Inbound customer support, Technical support, E-mail support Organizing events & monitoring the game servers.

iE Edge

At iEnergizer, you will not only have challenging work but will also work with some of the most talented, brilliant, hardworking, and smart people in the industry. You will have a work atmosphere which is competitive,learning and fun filled. While we work hard, 'enjoyment' & 'fun' is also very important part of our work culture. We encourage different interest groups that keep the momentum of fun alive on campus. Our Annual day, iElympics, Employee development activities and open forums ensure that all feedback is taken into consideration and acted upon.

Our teams - S.A.V.E.R.A, ~Octave~ and Sports Inc. help us not organize vibrant weekends but also charge us with social responsibility and encourage employees to volunteer for the poor.

~Octave~ and Sports Inc. “A healthy body and a sound mind is a short description of happiness” Having fun at work is integral to building work culture. Good work environment is essential to energize employees. iEnergizer invests a lot in making its workplace a lively and fun place to work and ensuring a perfect balance between fun and performance. ~Octave~ is an energetic team of employees who take several initiatives in making our workplace a lively place. These include organizing get-togethers, vibrant parties, celebrations, frolic or organization wide contests etc. All this forms an integral part of lively atmosphere at iEnergizer. Another team of sports enthusiasts is the Sports Inc. These enthusiasts would keep you busy with sports events lined up throughout the year. We have made huge investments in building a large sports infrastructure including swimming pool, gymnasium, back lawns for cricket/soccer and an indoor court for badminton/basketball or table tennis.

S.E.E.D SEED – School for Employee Education and Development, is a common

platform where employees at all levels share their experiences, knowledge and views to take home a new learning on various topics. This program is designed to meet each individual's personal development needs. SEED organizes regular training programs for employees at all levels that include modules on leadership development and team management. This serves a great way to engage, energize and empower talent, and consistently align organizational vision with personal ambition. Timely follow-up and feedback plans along with customized assessments ensure a focused approach for development of each employee.

S.A.V.E.R.A S.A.V.E.R.A – Socially Active Volunteers at iEnergizer for Relief Activity is a team of iE’nites who have joined hands to make a difference in our world in a little way – each time. The genesis of the Social Responsibility Group or S.A.V.E.R.A. started with an idea - in the rush of our lives, we forget to stop and stretch a helping hand to the Children of a Lesser God. The idea is not to say that we are better, but the volunteers at S.A.V.E.R.A believe that we all have the will, the belief, the attitude and plenty of ideas to make a difference; and that we should. S.A.V.E.R.A role is that of an enabler, a catalyst between two groups of people – organizations and individuals working at grassroots-level and people like us. S.A.V.E.R.A harnesses the support, money, time, skills of iEnergizer employees and everyone who could provide resources and to come across and function for those who lack. S.A.V.E.R.A organizes various activities in support of street children, spends some time at old age homes and lets everyone know they are special and not alone.

ORGANIZATIONAL STRUCTURE OF IENERGIZER

BOD

CEO

VP Finance

VP HR GM HR DGM HR Senior Executives

VP Operations

Executives

Chapter-III

RESEARCH METHODOLOGY
Research in common parlance refers to a search for knowledge. One can also define research as a scientific search for pertinent information on a specific topic. In fact, research is an art of scientific investigation. The Advance Learners’ Dictionary of English lays down the meaning of research as “a careful investigation or inquiry especially through search for new facts in any branch of knowledge.” Redman and Mory define research as a “systematized effort to gain new knowledge.”

According to Clifford Woody research comprises defining and redefining problems, formulating hypothesis or suggested solutions; collecting, organizing and evaluating data; making deductions and reaching conclusions to determine whether they fir the formulated hypothesis. Universe Noida Nature of Research The study is Descriptive in nature. Data Collection For this study secondary as well as primary data is used. Secondary data sources like various books related to the topic, data from internet and the company website have also been taken. For primary data collection questionnaire has been used in this study. Sampling Technique Sampling Technique refers to the technique or the procedure the researcher would adopt in selecting items for the sample. Sample design is determined before data are collected. For primary data collection Non-Probability (convenience sampling) has been used. Sample size 36 employees of Ienergizer (30 Employees from various processes and 6 Recruiters of the HR Department).

REVIEW OF EXISTING LITERATURE
For conducting any research the available literature is very important. It gives a base and fair idea to researcher about how to conduct the research and main areas where attention of researcher required at most. It provides a direction to researcher and basic foundation of proposed study. Existing literature signifies studies conducted in the same areas earlier.

Seven hundred and two full-time employees, comprising a national sample, were interviewed to determine whether nine recruitment sources had a measurable impact on work-related attitudes. Recruitment source was found to be associated with age, education, and gender. After controlling for age, education, gender, income, and race, recruitment source was not found to significantly predict such attitudinal outcomes as job satisfaction, loyalty, pride in organization, anti-union stance, and propensity to quit. Additionally, the use of multiple recruitment sources was found to be used by roughly one-third of all respondents, although the use of multiple sources played no role (relative to using a single recruitment source) in predicting attitudes. The need for further research on recruitment source effects is discussed in light of findings which suggest that recruitment source may have no significant impact beyond an individual's earliest employment experiences. Journal of Management, Volume 21, Issue 5, 1995, Pages 953-965 Robert P. Vecchio Attracting an adequate number of suitable candidates is the first stage of recruitment and selection. Potential employees do not select organisations on the basis of job and organisational characteristics alone (e.g. location, and organisational structure). Studies show that the organisation's image/reputation/identity plays a vital part in attracting suitable talented applicants (Cable & Turban, 2001; Slaughter, Zickar, Highhouse, & Mohr, 2004; Lievens & Highhouse, 2003). Hence the importance of monitoring and promoting the corporate brand to be more successful at attracting suitable candidates. Interviews are used widely for selection purposes at senior or executive level (Campion, Palmer, & Campion, 1997; Garman, 2005). Research shows that to increase their reliability, validity and feasibility, interviews should be based on a thorough job analysis and selection criteria, they should be semi-structured and scored according to a behaviourally anchored rating scale. Multiple interviews are often favoured over panel interviews, the modality of the interview should be standardised across all candidates, and assessors should be trained (Blackman, 2002; Chapman, & Rowe 2001; McDaniel, Whetzel, Schmidt, & Maurer 1994; Schmidt, & Hunter, 1998).

This study evaluated the prevailing explanations for why recruiting sources are differentially effective: realism and individual differences. Structural equations modeling analyses tested whether these psychological processes mediate source effects in a sample of 221 nurses. Results supported a model comprising both mediators, but showing that realism processes largely translate how recruiting sources influence job satisfaction, turnover, and absenteeism. However, the study also found direct effects of recruiting source on posthire outcomes, suggesting that unexplored mechanisms may be operating. Implications of these findings are identified and discussed. Journal of Management, Volume 23, Issue 1, 1997, Pages 19-36 Rodger W. Griffeth, Peter W. Hom, Lawrence S. Fink, Debra J. Cohen Relations between recruiting source, employee tenure and productivity were examined for a sample of 618 technical salespersons over a 2-year period. Unlike earlier research, a relation between recruitment source and job tenure was not found, nor was recruiting source found to be related to employee productivity. Explanations for differences between the present findings and earlier research include: characteristics of this particular job; the fact that multiple jobs and levels were not always considered; and the turnover rate of the sample job. Additional findings lent some support to Schwab's (1982) suggestion that recruiting sources may be differentially effective to the extent that they reach different populations. A comparison of research results with text book presentations and practitioner articles is also provided, with a discussion of the gap between research and practice. Journal of Applied Psychology, Volume 70, Issue 4, November 1985, Pages 720-728 Philip G. Swaroff, Lizabeth A. Barclay, Alan R. Bass

Chapter-IV

ANALYSIS AND INTERPRETATION 2.1.1 Recruitment & Selection Process of Ienergizer:
Flow Manpower Requisition Received Description Manpower Requisition: The concerned department informs HR on the manpower requirements they have and provides them with the detailed Job Description and Job Specifications required for the job. All Manpower Requisition has to be approved by COO. Responsibility Concerned Functional Head

Mode of Recruitment: Depending on Level and Quantum of requirements, mode of recruitment is decided. Various modes Select mode of Recruitment are as following:
       Consultants Advertisement in Newspapers Portals Campus Recruitment Employee References IJP’s Job Fair In case of entry level positions various modes, which are mainly, used are Job Portals, Employees References.

G.M. – HR

Call for Resumes and get them shortlisted

For all the positions other than entry-level positions (CSR) resumes are called for from various sources and HR G.M. - HR does prima facie shortlisitng, the shortlisted resumes are forwarded to the concerned department for the final shortlisting & consent. Shortlisted candidates are called for interview and concerned interviewer as suggested by the functional head of the concerned department is informed about the same.

Call Shortlisted Candidates for interview Organize interview with interviewer from concerned function & HR

Departmental Head &G.M. - HR

Do Salary Fitment in case candidate gets selected and make an offer .

If the concerned functional interviewer/s finds the interviewee suitable for the open position, then the candidate undergoes next round of interview with HR and Functional Head Interviewer otherwise the candidate is informed about the outcome and if the candidate is referred by a consultant then the consultant is given the qualitative feedback about the candidate and the outcome. Interviewers are required to fill in an interview evaluation sheet, which would form the part of personal dossier of the candidate in case he gets selected. G.M. - HR In case the candidate is successful in HR interview then salary fitment is done based on internal & external equity and offer is made to the concerned candidate.

For the junior management positions interviewer has to be atleast of the level of Assistant Manager. For Middle management positions interviewers has to be atleast of the level of Sr. Manager. In no case the interviewer shall be junior to the level for which interview is being taken. Interviewers for the senior level position would be decided based on the level of the candidate. Separate database is maintained for the candidates who have been put on hold, if any. G.M. - HR

Inform consultant on the status of candidate and give qualitative feedback to the consultant on rejected candidates. Maintain the database of Rejected Candidates.

Conduct Group Discussion

For the entry level position (CSR) –In this case candidates come through almost all the modes and numbers are large. Group discussion/extempore is used as a tool for the first cut shortlisting Details of all the candidates who come for interview are captured on daily basis in a format called daily walk-in report. Candidates who get shortlisted are interviewed by OPS interviewer, which is followed by HR interview for the successful candidates. Comments of the interviewers are captured in the evaluation sheet, which forms the part of Personal Data Sheet/Bio-Data.). In case the candidate clears the HR interview then he/she is issued a Letter of Intent and DOJ is informed to him/her later. Otherwise the candidate is informed about the outcome and if he/she is through external vendor then the qualitative feedback is given to him / her about the candidate. For the candidates who are through an external vendor, the feedback is given to the concerned vendors. Details of the selected candidates are captured in a specified format and these details are updated on daily basis. In case the candidate joins, then details are pulled out of this format and is given to HR for updation of Employee Master/HRIS, otherwise it forms part of another format i.e. Details of Not Joined Employees. For CSR’s, interview panel would constitute of two interviewers one each from OPS and HR. They can interview a candidate together or separately. Generally in case of interviews at consultant’s site HR & OPS interviewers interview candidates together. Empanelment of consultants for recruitment is based on their Previous track records, Locational Presence, Client Base & Organizational Capability. Performance of these consultants is regularly monitored on no. of hires through them in a month.

Organise interview with OPS &HR interviewer for the shortlisted candidates. Make offers to the selected candidates. Inform consultant on status of the candidate and Give feedback to the consultant in case of rejected candidate

2.1.2
Call Candidates for Joining and inform the concerned departments for necessary arrangements

INDUCTION PROCESS FOR NEW JOINERS
HR

All the selected CSR’s are called for joining on a specified day. As a part of induction training HR explains, the entire employee related policies and procedures to the new joinees and completes all the formalities including submission of the certificates by the new joinees, filling up of statutory forms, mediclaim forms and non-disclosure agreement. The Induction training for all new joiners covers a session on introduction to Information Security and Security practices at Granada Services Pvt. Ltd. On completion of Induction employees are handed over to the concerned department.

Handover joinees to concerned

new the

HR & Training

Candidates Join on a pre-agreed date as mentioned in offer letter Complete Formalities Expose to various HR related policies Allocate & Introduce to the concerned superior

Supervisor’s and Above joining Selected candidates join on a pre-agreed date of joining as mentioned in letter of intent issued to the candidate. All the formalities including Filling up of the joining form, Filling up of statutory forms, mediclaim forms and Non-disclosure agreement. After completion of all the formalities, new joinee is taken through all the employee related policies and procedures and then is introduced to his/her immediate superior. New joinee attends the induction program for CSR’s as and when it is conducted by the training function. HR

HR DEPARTMENT
Ques. When do you recruit? a) Whenever there is shortage. b) Periodic basis. c) Whenever you feel there is need but before shortage.

Interpretation
4 out of 6 (67%) recruiters said that they undergo recruitment whenever they feel there is need but before shortage and other 2 said that recruitment is done whenever there is shortage.

Ques. Which method is generally opted for recruitment? a) Internal method. b) External method.

Interpretation
Most of the recruiters (90%) agree that external method is generally opted for the recruitment of the people.

Ques.Which method is generally opted for recruitment? (Please rate 1-5) a) Job Portals b) Company site c) Current Employee References. d) Colleges and Universities. e) Advertisement through Newspaper/Magazines. f) Placement agencies g) Others

Interpretation
67% of the employees said that job portals method is generally used for recruitment and 33% of the employees said that employee reference is used for recruiting the people.

Ques. What kind of candidates do you prefer in your organization? a) Experienced b) Fresher

Interpretation
50% of the employees said that they prefer experienced candidates in the organization while 50% said that they prefer fresher in the organization.

Ques. Which is the most preferable attribute that you search in an applicant? (please rate 1 –5) a) Experience b) Communication skills c) Attitude d) Personality

Interpretation
50% of the people said that communication skills is the most preferable attribute that they search in the applicant while 33% said that experience is the most preferable attribute. Others said that attitude is the most preferable attribute that they search in the applicant.

Ques. What type of interview was being conducted during the selection procedure? a) Structured b) Unstructured c) Mixed

Interpretation
100% recruiters said that mixed interview was being conducted during the selection process.

EMPLOYEES FROM DIFFERENT PROCESSES
Ques. How you had been recruited in this organization? a) Job Portal. b) Company Site. c) Reference. d) Advertisement. e) Placement Agencies f) Others

Interpretation
The analysis shows that most of the employees are recruited through job portals in this organization.

Ques. For how long you have been put on hold b/w your recruitment and selection? a) Below 1 Week. b) 1-2 Weeks. c) Above 2 Weeks.

Interpretation
The analysis shows that the organization takes hardly one week in selecting their employees.

Ques. Did you face any difficulty during your selection process? a) Yes. b) No.

Interpretation
The analysis shows that 90% of the employees did not face any difficulty during their selection process.

Ques. Were you provided with all necessary information that you required during your selection procedure? a) Yes. b) No.

Interpretation
The analysis shows that 88% of employees were provided with all information during their selection procedure.

Ques. What type of interview was being conducted during your selection procedure? a) Structured. b) Unstructured. c) Mixed.

Interpretation
The analysis shows that the interviews conducted by the organization are of mixed type.

Ques. Was all the rules, policies /procedure of org. were made clear to you before you sign the contract of employment? a) Yes. b) No. c) Can’t say.

Interpretation
87% of the employees said that all the rules, policies / procedure of org. were made clear to them before they sign the contract of employment.

Ques. Do you felt need of training after you were been recruited in the organization?

a) Yes. b) No.

Interpretation
88% of employees felt need of training after they were being recruited in the organization.

Ques. If yes, was training according to your requirement? a) Yes. b) No.

c) Can’t say.

Interpretation
Most of the employees said that training was according to their requirement.

Chapter-V

FINDINGS

 The recruitment and selection procedure of Ienergizer consists of following four steps: • • • •    Requisition form Application form Evaluation form Reference form. External methods are used during recruitment and selection process. Mixed interviews are being conducted during selection procedure. Most of the employees are satisfied with the existing recruitment and

selection procedure but some of the employees wants to make few changes in the existing procedure these are: • • Transparency More accurate

RECOMMENDATIONS

• The recruitment and selection procedure of the company should be transparent and more accurate. •
•

Training program should be provided according to the need of employee. Need to adopt proper measures through proper channels like advertisement

both on print media & electronic media.

BIBLIOGRAPHY

Books : a) Kothari, C. R.(2005), quantitative technique, Published by Vikas Publishing House Pvt. Limited, New Delhi b) HRM Review The Icfai University Press(Jan05, Aug04) c) Human Resource Management by Tata Mcgraw Hill.

Website: a) www.ienergizer.com b) www.gspl.com

QUESTIONNAIRE FOR HR DEPARTMENT

Name………………………………………………………… Organization………………………………………………….. Designation……….……………………………………………

Q1. When do you recruit? a) Whenever there is shortage. b) Periodic basis. c) Whenever you feel there is need but before shortage. Q-2.Which method is generally opted for recruitment? a) Internal method. b) External method. Q3. Which method is generally opted for recruitment? (Please rate 1-5) a) Job Portals b) Company site c) Current Employee References. d) Colleges and Universities. e) Advertisement through Newspaper/Magazines. f) Placement agencies g) Others If other, please specify_______________________________________ Q4. What kind of candidates do you prefer in your organization? a) Experienced b) Fresher Q5. Which is the most preferable attribute that you search in an applicant? ( please rate 1 –5) a) Experience

b) Communication skills c) Attitude d) Personality Q6. Do you seek any assistance regarding recruitment from any external source? a) Yes. b) No. c) Can’t say. Q7. If yes, what kind of support do you receive? a) Placement agencies b) Consultant groups c) Job portals d) Campus e) Others Q8. What type of interview was being conducted during the selection procedure? d) Structured e) Unstructured f) Mixed Q9. What are the modes of recruitment? a) Written Test b) Group Discussion c) Personal Interview d) All of the above

QUESTIONNAIRE FOR EMPLOYEES
Name…………………………………………………….

Process………………………………………………….. Q1. How you had been recruited in this organization? a) Job Portal. b) Company Site. c) Reference. d) Advertisement. e) Placement Agencies f) Others Q2. For how long you have been put on hold b/w your recruitment and selection? a) Below 1 Week. b) 1-2 Weeks. c) Above 2 Weeks. Q3. Did you faced any difficulty during your selection process? a) Yes. b) No. Q4.If yes, whether the company helps you in solving that problem? a) Yes. b) No. Q5. Were you provided with all necessary information that you required during your selection procedure? a) Yes. b) No. Q6. What type of interview was being conducted during your selection procedure? a) Structured. b) Unstructured. c) Mixed.

Q7. Was all the rules, policies /procedure of org. were made clear to you before you sign the contract of employment? a) Yes. b) No. c) Can’t say. Q8. Do you felt need of training after you were been recruited in the organization? a) Yes. b) No. Q9. If yes, was training according to your requirement? a) Yes. b) No. c) Can’t say.