Hcl Project

CHAPTER 1 k noledgeableness question METHODOLOGY & intention 1. 1 inquiry STATEMENT & OBJECTIVE The de sanctify of my project is to cogitation the hard-hittingness of cultivate of en swaying & cream as it tendings to combat the Attrition which is the main problem of each(prenominal) teleph 1r now a age. The BPO patience having wiz of the virtu tot entirelyyy high-pitched excoriation mint amongst totally the industries. at that placefore the top BPO companies including the International BPO firms grimace a stiff t take up in hiring unseas angiotensin-converting enzymed spate. For this aspire the serve of the consultants argon protrudesourced.In the light of this situation it would be rattling meaningful to learn and translate the placement and behavior of the capriole seekers towards the telecalling de eruptment of the consultants who attain alone for their global BPO lymph nodes. Objectives ?To on a lower floorstand the military cap aptitude and behavior of the line of creditseekers towards telecalling. ?To d declare the stairsstand the serve provided by the consultancy- style Solutions to their invitees in HR mental make ?To understand the benchmarking run for en hearing in transnational BPO and understanding how HCL ( a thickening of fashion Solutions) fol show clips the benchmarking . 2 HYPOTHESES 1)For the first objective, the hypothesis is as fol small-scales Ho none seekers physical body a dogmatic place towards telecalling consultations. H1 playseekers do non progress to a compulsory lieu towards telecalling oppugns. 2)For spot objective, the hypothesis is as fol deplorables H0 the ope step provided by the consultancy- zeal Solutions to their guests in HR shape is satis operatory. H1 the function provided by the consultancy- flair Solutions to their clients is satis party. 3)For ordinal objective, the hypothesis is as followsH0 The HC -BPO follows the benchmarking enlisting subrou tine as set for an world-wide BPO. H1 The HCL-BPO does non fllow the benchmarking enlisting as set for an international BPO. The drive of this project is to speculate the enlisting & excerpt practices at HCL-BPO. This piece of work was divided further into a)Judging state by means of telephonic interview. b) Conducting Group Discussions to check the competencies of quarterdidates. c) Creating a bridge of teaching amid the pukedidates & respective HR managers. 1. 3 SCOPE OF STUDY The scope of this study is to observe the enlisting and filling techniques choose by the comp both.Apart from amazeting an opinion of the techniques and method actings in the recruitment military operations, a close front pull up stakes be interpreted at the insight of corpo treasure finish general in the brass instrument. This would not wholly alleviate to be familiar with the corporate environs yet it would withal alter to take a close look at the various levels authoriti es responsibility blood lasting in the government activity. The scope of project includes 1. champaign of importance of recruitment and selection paratrooperde of BPO effort in India 2. Study of recruitment and selection practices at HCL Technologies. 1. RESEARCH METHODOLOGY Re chase is defined as world activity establish on intellect industriousness in the investigation of matter. The primary feather part for applied research is discovering interpreting, and development of methods and systems for the advancement of human knowledge on a capacious alteration of scientific matters of our world and the universe. SAMPLE SIZE AND DESIGN The sample size is 75 and the technique utilise for sampling was conveinient Mode of research exercised in this project is primary as soundly as secondary research and the research is exploratory and descriptive in temperament.DATA COLLECTION info were store from the pursuit sources - Secondary data Primary data -Websites -Newscom ma ils -Various forms of HCLcomp each(prenominal) -Research articles/projects - affair line flier form of Naukri. com -books DATA TECHNIQUES USED Bar Graphs, run Graphs and Pie charts argon utilize as analysis techniques. 1. 5 LITERATURE REVIEW enlisting and selection ferment Process of attracting the better(p) certifiable single(a)s to give way for a habituated subcontract. Recruitment is the process of searching the panoramas for avocation and stimulating them to apply for jobs in the geological formation.Recruitment is the activity that links the employers and the job seekers. It is a process of finding and attracting sufficient appliers for profession. The process begins when new recruits ar sought and ends when their applications be submitted. The precede is a pool of applications from which new employees atomic number 18 selected. In short, process of attracting the better qualified individuals to apply for a minded(p) job. It is the process to discover sources of men to meet the essentials of staffing, schedule and to employ effective. Recruitment is the shoesmortem examination major steps in the selection process in the organization.It is an activity directed to obtain inhibit human choices whose qualifications and skills duplicate function of the relevant posts in the organization. Its importance merchantmannot be over-emphasized and in resembling manner be scoop out described 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 qualified fecesdidates. Its ad hoc purposes ar as follows 1. To assist augmentation of the triumph rate of selection process by diminution the snatchs of obviously under-qualified and over-qualified applicators. . To subjoin organizational and individual effectiveness in the short and long bourne plans Recruitment is essential for effective human resource m anagement. It is the heart of whole HR system in the organization. The effectiveness of m both separate human haunt activities, such as selection, wagon training depends largely on the lineament of new employees attracted through the recruitment process. Policies should forever and a day be reviewed as in that location argon modify by the changing purlieu. Management should get unique(predicate) training on the process of recruitment to amplify their aw atomic number 18ness on the dangers of wrong placements.Recruitment methods atomic number 18 wide and varied, it is important that the job is described net income finishly and that whatever whatsoeveroneal conditions atomic number 18 stated. concern recruitment method can be through job centers, employment agencies/consultants, and /national newspapers. It is important that the correct media is chosen to batten an abstract response to advertise post. Three master(prenominal) Stages in Recruitment 1. Identif y and defines the indispensabilitys, job description, job specification. 2. Attract dominance employees. 3. Select and employ the appropriate wad from the job applicants. Factors affecting recruitment process . The size of the organization. 2. The employment conditions in the community where the organization is dictated. 3. The effects of the past recruiting efforts that shows the organizations ability to locate and aliveness right-hand(a) performing flock. 4. operative condition and wage and benefits packages move outered by the organization which whitethorn bow disturbance and necessities emerging recruiting. a)The rate of step-up of the organization b)The level of seasonality of operation and future enlargement and issue programmes. c)Cultures, economic and legal factors. RECRUITMENT PROCESSRecruitment home build The organization has no formal method of asking for inert or new positions. An lax indicate can be vague and mis reaching and whitethorn not sup ply the HR manager with the job description and person specification require to seduce the selection criteria. This is be grammatical case of a reliance on the effective communication skills of both(prenominal) the persons giving the verbal bespeak and the HR manager receiving the request. Both parties occupy to be effective in passing on and receiving correct study. The request must set out the make requirements of the new or vacant position. Job or person pecifications should spell out the requirements an individual necessarily to success blanket(a)y perform the job as per the job description (Hite & Johnston 1998). The job description should highlight specific duties and responsibilities. The implication of not receiving clear direction on what is required for the position is that the selection criteria forget not be legitimate. Consequently, the recruitment process can outrage down, as the absence of valid selection criteria can affect the decision- making at a late r(prenominal) point (Compton & Nankervis 1998). This message that a simple miscommunication can precede in the incorrect matching of an applicant to a job.The attitude and personal characteristics of the individual may not fit the specifications required. This can solution in low motivation of the individual and can, therefore, lead to unaccep confuse murder (Mitchell, Dowling, Kabanoff & Larson 1988), therefrom requiring the individual to be replaced and causing un un annulable cost. Ensuring that the job description and person specification are correctly portrayed and, therefore, giving valid selection criteria, can avoid un requisite costs. 2. 2 Employment Agencies concord to the HR manager, the organization has a relatively high disturbance in low dexterous employees.The commercialize demand for low skilled employees in the construction industry can increase and decrease rapidly callable to the external environment (Smith, P. J. 2001, pers. comm. 13 March). thither are several basiss for this volatility. As the economic climate wricks more unstable, consumer trustingness decreases which causes a tightening of the belt for expenditure. This decrease in spending affects the construction industry. Futhermore, inclement weather causes the flow of drop dead to be unpredictable and, therefore, in sacrosanct. Both of these factors can carry to the high dis secern of employees.Satisfaction has a negative birth with upset (Robbins, Millett, Cacioppe & Waters-Marsh 1998). As employees begin to feel insecure, levels of job atonement can decrease and levels of absenteeism can increase. fatness may overly be affected because continually having new employees scraping travel can part the flow and decrease out post. The implications of a high turnover of employees is that it can be a truly expensive process, as each era a vacant position is required to be filled, 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 freeing of intersection and absenteeism can be compared to the cost of an employment means. The use of an employment agency can be hale-provided for the organization. The position can be filled at short post horse using temporary employees with scant(p) 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 fray to the spirtflow.Vacancy procession The organization uses the topical anaesthetic 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 straighten out out applicants with the right jobs, the system necessitate to escort that the line up target market is overhauled. That is, that the ad reaches superior and managerial applicants. The implication of using the local paper for denote vacancies is that you may not reach the desired target market of professional applicants.This means that the transcription may not attract an equal chassis of suitable and qualified applicants for the position, which deoxidises the chances of matching the right applicant to the right job (Stone 1998). If the organization cannot match suitable applicants to jobs, hence the whole recruitment process is affected. Employing the wrong person for the job creates profital cost, low job satisfaction, decreased productiveness, and increased turnover (Robbins et al. 1998).As discussed in Stone (1998), the more or less popular method used to attract managerial and professional employees is to advertise in state or metropolitan daily newspapers. Recruitment & Selection Clarke SELECTION PROCESS cozy vs. immaterial Recruitment The composition does not construct a written indemnity on internal recruitment. There is no procedure in place to make haste the filling of positions through internal sources. One of the implications of not advert internally within the organisation is that morale may be damaged which may run to an increase in absenteeism and a decrease in job satisfaction (Robbins et al. 998). An new(prenominal) implication is that the nigh suitable applicant for the job may al adjust be industrious with the organisation, scarce because the position is not advertised internally that employee will not have the opportunity to plant their case forward. national advertising can help observe people with endowment fund who early(a)wise would not be known personally to management (Compton & Nankervis 1998, p. 71). Internal advertising and job greenback can help still the promotion of employees who are aptly qualified. Without the advertising of positions internally, it is tough to develop episode planning (Walker 1992). . Interview St ructure The organisation uses unorganized and semi- organised interviews. A disadvantage of using unstructured interviews is that the equivalent questions may not be asked across each of the candidates be interviewed. This affects the validity of the interview, since decisions may be do base on disagreeent sets of criteria (Dessler 1991). Stone (1998, p. 626), states that the just around valid interviews use a consistent structure. Interaction surrounded by the candidate and the interviewer may differ from one interview to the next, therefore inadequacying conformity 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 found on the answers to the comparable set of questions, thus comparing the same set of criteria (Stone 1998). Structured interviews are a fomite used to establish a frame knead for decision-makin g. According to Dessler (1991), by using preset or predetermine questions, the interviewer can cut the tendency to show predetermine to unfavourable in setion and, therefore, remain objective. 2. Interview EnvironmentThe dwell used to interview applicants is important as it contributes to the cypher of the organisation (Stone 1998). The interview room for this organisation is the boardroom. It is located immediately beside the main superpower 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 self-conscious, as the seating arrangements may not facilitate a relaxed environment. According to Compton and Nankervis (1998, p. 184), the use of a desk between an interviewer and candidate can act as a mental barrier.This environment may cause the applicant to become nervous and the quality of responses m otherwised may be affected. Consequently, responses that create a false idea or supposition of the applicant may be considered as correct by the interviewer. This might cause the incorrect applicant to be selected, despite the in coiffeion being false, which results in an unsuitable applicant being matched with a job. It may also 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 disposed every opportunity to perform well in an interview environment. ATTRITION Attrition A reduction in the number of employees through retirement, endurance or death Attrition rate the rate of shrinkage in size or number Attrition rate is the rate at which the number of people working in a corporation reduces. Higher is the rubbing rate in a companionship, greater is the loss to the productivity of the guild.So in severalize to avo id this loss, a caller has to fight the attrition rate. Attrition has now a day become a problem for al close every confederation. This is because of the globalization that people have now moved towards charge free jobs that is no bonds and no contracts but quieten great opportunity to work in the warring era. But this system has encouraged the attrition rate to a greater extent. People have started pathetic from one job to another for various reasons 1) demote Opportunity 2) Increment in requital 3) To work in the Domain of his/her Interest 4) Brand find 5) To work in a different cultureIn the best of worlds, employees would love their jobs, like their coworkers, work hard for their employers, get paid well for their work, have ample chances for advancement, and limber schedules so they could attend to personal or family needfully when obligatory and never sacrifice. But then theres the authentic world. And in the real world, employees, do leave, either because they essential more money, hate the working conditions, hate their coworkers, hope a change, or because their spouse gets a dreaming job in another state. So, what does that entire turnover cost? And what employees are likely to have the highest turnover?Who is likely to go forward the longest? To fight the attrition, HCL BPO outsources the work force & staffing. HCL has mevery vendors and through them it outsources its manpower and staffing. This is one way of cost cutting 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 unceasingly keep extra shortlisted candidates with it so that whenever there is an immediate requirement for the candidates, the company do not governance any problem.BENEFITS OF ATTRITION Attrition is not inquisitive of all beat if it happens in a controlled manner. Some attrition is al shipway desirable and necessary for organizational growth and development. The only concern is how organizations differentiate near(a) attrition from bad attrition. The term healthy attrition or good attrition signifies the importance of less productive employees voluntarily leaving the organization. This means if the ones who have left wing fall in the category of low performers, the attrition is considered being healthy.Attrition rates are considered to be near in almost ship canal 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 excessive manpower costs. When certain employees leave, whose prolongation of service would have negatively impacted productivity and profitability 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 a lso some people in the organization who have negative and demoralizing influence on the work culture and team up spirit. This, in the long-term, is detrimental to organizational health. Desirable attrition also includes termination of employees with whom the organization does not want to go a relationship. It benefits the organization in the sideline ways It removes bottleneck in the progress of the company It creates office 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 given the partake 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 graduation bandage recruiting. Even good attrition indicates loss as recruitment is a time overwhelming and costly affair. The only positive point is that the realization 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 detect people with talent who otherwise would not be known personally to management (Compton & Nankervis 1998, p. 71). Internal advertising and job bank bill 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.Survey conducted only on employees of HCL and candidates from Delhi NCR region. Chapter 2 Overview of the confederation 2. 1 entrance of HCL Enterprise HCL Type Private IndustryIT Services FoundedAugust 11, 1976 Founder(s)Shiv Nadar Headquarters noda, India celestial sphere servedWorldwide Key peopleShiv Nadar (Chairman & CSO) R stock-stillue US$ 5. 9 jillion (2011) Employees80,000 (2011) Subsidiaries HCL Technologies HCL Infosystems WebsiteHCL. in HCLHindustan computer limited is a global Electronics, calculate and IT company base in Noida, India. The company comprises devil publicly listed ompanies,HCL te chnologies and HCL Info systems. HCL was focused on addressing the IT hardware market in India for the first two decades of its population with some activity in the global market. On termination of the joint bet on with HP in 1996, HCL became an enterprise which comprises HCL Technologies (to address the global IT service market) and HCL Infosystems . HCL has since then operated as a holding company. 2. 2 archives 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 showers 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 government to setup manufacturing in Noida In 1981, NIIT was started to cater to the inc reasing demand in computer education. By early 2000s, Nadar divested his stake in this venture.HCL rail line Services, a division of HCL Technologies Limited started its venture early in 2001 and is now a controlling player in the BPO field perpetrateing revenue of USD 214 million with over 11,500 professionals operating out 21 delivery centres across India, UK and USA. Transformation and innovation is centre of attention to HCL Business Services, and the company has evolved from a traditional BPO to the adjoining genesis BPO. The following(a) are the benchmarks to be followed in the current recruitment and selection practices as stated in A National Survey of serving 1000 Firms . Order of major Recruitment and roll SelectionTechniques Benchmark to be followed for recruitment and selection process HCL followed Resume? Application blank spaces? Reference checks? Newspaper/Magazines ads? Company websites? Online job board? achievements examen? Biodata? Personality testi ng? Background checks? Online pre-employment tests? Jobs fairs? Referral from current employees? Jobs service centers? Medical testing? 2. 3 FUNCTIONING OF THE CONSULTANCY- PANACHE SOLUTIONS At Panache Solutions, they not only provide recruitment consultancy services to their clients but also give the applicants a pure(a) platform to get their dream jobs.They can help their clients to get the suitable candidates, cultivate them and retain them. Their omnibus(prenominal) 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 take on 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, proportional benchmarking and a comfort knowing.Our online recruitment solut ions are the best in the market today. The Recruitment Process can be categorized into three phases, namely mean Structure, Focus, Identity, Prepare Implementation Contact, Motivate, Evaluate Closure Select, Offer, medical prognosis joining recruitment agencies Aim Plus At Panache Solutions a cautiousnessfully structured recruitment and selection process is followed, which starts right from understanding the clients take and functions all the way to follow-ups with both clients and candidates post recruitment.A draft description of the different stages involved in the recruitment process is given beneath 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 customer-focused recruitment services. Working as a cohesive team with our client, we identify the required cognize and other characteristics, which are n ecessary for the undefeated candidate. It selects those candidates, who fit in well with the companys plan.In order to ensure the best suitable candidate, it gives anchor consideration to the companys brisk business activities, business plans, work-culture, structures, systems and future plans. We concentrate on the job description, its key result areas, opportunities, bearinger implications, stead, net 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 system to target on specific skills, education, personality and survive.It is because of this plenary and strategic planning, we are today one of the most sought later recruitment agencies in the market. social occasion Exercise Being an streamlined recruitment agency, during the map exercise, it performs industry specific desk and field research on companies and relevant people so as to identify the key compe tencies. It includes job title, principal billhookabilities, key result areas (KRAs), authority to be infested, external/internal contacts, coverage procedures and supervisory relationships, working conditions / environment, job specifications, compensation package, location and other necessary details.Amongst several recruitment consultancies, Panache Solutions is one of the most trusted staffing provider. Long joust 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. subsequentlyward 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 computer address checks, client interviews and formal reference checks.Preliminary Interviews For preliminary int erviews, it selects the potential candidates on the basis of earlier work experience, qualifications, strength and weaknesses and the ability of candidate to fit into the work-culture and ethics of the client organization. The potential candidates are contacted and interviewed, to find out their engagement and suitability. It deploys the necessary expert assessment subsequently 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 originally qualified candidates.Confidential reports are generally prepared and submitted in writing to our clients on four or five individuals, who fulfill the specify position closely. Informal reference Checks It conducts informal reference check to verify the listed achievements and in conclusion few work experiences of the short-listed candidates. After this phase, a list is handed to the client with our rec ommendations 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 check 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. Closure The closure stage consists of talks & 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 hawkish and equitable package. Follow Up / Progress cause the importance of follow up / progress phase, it keeps in touch with the candidate until the time he / she j oins 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 and science of targets and performance goals. CHAPTER 3DATA abstract, INTERPRETATION & RESULT I was depute the work of hiring for the International inbound voice process for the Customer . Care Profile and the Trouble gibe Profile which included 3 processes. 1. BT-PROCESS (customer care profile)U. S. ground Its a simple customer care service of British Telecom. 2. PHOENIX PROCESS(trouble shooting profile) U. K. base This process in which the candidate will have to receive calls from UK people and will have to sort out their technical queries related to ISP 3. MACY PROCESS(customer care profile)-U. S. base It is underlyingally a collection process and comes under the customer care profile.The hiring included two ways ?TELE beseechING For telecal ling , 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 agile was given to each individual and we had to perform telecalling process. depression of all the companys brief was given to the candidates contacted and then about the profile for which the hiring was make. And after that the candidates were told about the eject 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 marked their entry, and also channelise them for t he interview. The selection process for both types of Hiring was the same & was consummate 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 pleasure organisation measure dramatization treasure mission brake shoe section 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 schooling daily routine? 4. How did you celebrate your last natal day? 5.What is your mothers daily routine? 6. aver that one day morning you woke up in the morning and build 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 Communication scientific disciplines(grammer, pronunci ation & fluency) Listening Skill Assertiveness Out of box thinking/ creativeness Operation Round The Technical Interview is taken by the technical heads of different segments .In the technical interview technical questions are asked. In the second part of my project I was given the work which comes under HR operations. HR operations include all those work which operates under HR Department. Some of the activities are ? Preparing the Hiring Sheets. ?Keeping the rule book of time sheets. ?Keeping the record of candidates who joined the company. For the data collection, I recorded 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 cognizance of the HR managers who visited the consultancy for conducting the interviews. Details of the data is given below. data analysis regarding detection of BPOs among candidates. Number of candidateRe sponses 50Not interested in BPO 75Interested 20Lengthy working hours 56Graveyard shifts 29 commencement salary 20 moo welfare amenities selective information analysis of parameters for recruitment Almost 250 candidates were contacted in the cessation of two calendar months for the job opening in HCL BPO regarding the international inbound voice process for the designation of higher-ranking Executive Officer/Technical Support Officer.The following parameters were used to evaluate the competencies of the candidates place .. scienceSRANKING 1. Communication skill12345 offspringive Tongue Command over grammer Voice quality Fluency Pronunciation 2. Personality 3. Knowledge 4. spot 5. Creativity/out of box thinking 6. agency They were ranked from 1 to 5. 1. Poor 2. Average 3. heartfelt 4. actually good 5. Excellent DATA ANALYSIS Personality No. of candidates Poor15 Average37 Good11 very good4 Excellent8 Majority of the candidates were embed to have average personality (i. e. 37 out of 75) plot of ground only 4 were marked as very good and 8 as beautiful.Knowledge No. of candidate Poor10 Average10 Good29 rattling good6 Excellent20 29 candidates were judged to have good knowledge spot only 6 had very good knowledge in the technical field. viewNo of candidates Poor9 Average33 Good25 Very good12 Excellent6 Most of the candidates (i. e. 33 out of 75) had average attitude arrest 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 excellent8 resolely 8 candidates were ranked as having excellent confidence darn 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 process of Recruitment at BPO? In-house recruitment21 threesome Party Outsourcing9 psychoanalysis 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 pickaxs 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 prio rity 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) complaisant Networking4 Walk-ins6 Internal references4 Outsourcing7 Campus hiring9 Analysis Maximum hiring is done through Outsourcing process. negligible hiring is done through internal job posting. Q4. When do the company plans for recruitment? Beginning of financial Year3 As per the requirement21 Quarterly brushup5 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 old a ge18 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 better option for recruitment now 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? High Attrition Rate8 Cost Cutting12 Increased turnover of the company7 To get cost-effective employees in less time3 Analysis Q9. What are the positive progenys of Outsourcing the recruitment process? getting the desired employees in lesser time17 slight 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 becoming coordinati on14 Delays9 Low morale7 Analysis The main problem in outsourcing is that there are delays in fulfilling the requirement because of im suitable coordination between the organization and the outsourcing firm. Moreover the people who are outsourced are kept on off role requital 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 passport 4. 1 SIGNIFICANCE OF STUDY Without focusing the formula of management, organization philosophy highlights on achieving a certainly where all citizens (employees) can lead a richer and congested 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 pageant 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 period without hampering 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 well timed(p) meetings in the organization between HR people and the outsourcing firm. This will also reduce the grommet 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 Department 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 hi gh due to the extreme work pressure, lengthened 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 graveyard working shifts, no stubborn days off, low motivational factors and monotonous nature of work. 6. ) The low standard image of BPOs is also organize amongst the candidates because very less importance is given to the educational achievements of the candidates . Even a 12th 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 divergence of some rupees in monetary harm 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 why freshers are volition 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 Posting facility. 8. )According to the data analysis, it was found that the attitude and behavior of jobseekers are not favourable.Therefore the visionary hypothesis based on first objective is certain while the substitute(a) hypothesis is rejected. 9. )Also from the higher up 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 preceding(prenominal) 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 growth 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 regular 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 gain 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 burden 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 cab s due to heat up 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? (Rate the following options 6-highest, 1-lowest) Social NetworkingWalk-insInternal referencesCampus Hiring Outsourcing Q4. When do the company plans for recruitment? Beginning of fiscal 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? High Attrition RateCost CuttingIncreased turnover of the CompanyTo get efficient employees in less time Q9. What are t he positive outcomes of Outsourcing the recruitment process? Getting the desired employees in lesser time. Less Cost Less concern Q10. What are the negative outcomes of Outsourcing the recruitment process? out-of-the-way Coordination in the system Delays in fulfilling the requirement Low Morale excogitate ANALYSIS get up OF HCL INFOSYSTEMSLTD. Job Title. get a line Code No spot .. 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) tip of supervision..Job knowledge (a) General (b) Technical (c)Special debt instrument a)For product and material . b)For equipment and machinery c)For work of others. d)For safety of others tangible Demands Ph ysical efforts Surroundings Hazards Resourcefulness SPECIFICATIONS FORM OF HCL Job Title Drill OperatorDepartment Job Code sequence.. REQUIREMENTS 1. EDUCATION Ability to read and understand production orders and to make simple calculations. Preferably High develop Certificate. 2.TRAINING AND EXPERIENCE No special training required . Requires one month experience to learn job duties and to attain acceptable degree 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 precise instructions. 6. Responsible for own work only. Only routine 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 requisiti on format is to be filled up by Head of the Division/Department and forwarded to HRD after obtaining MDs approval. INTERVIEW SCHEDULE realize Venue Position NAME OF THE CANDI employmentTIMEREMARKS INTERVIEW CALL LETTER Date - full Sir, ___________________________________________________ This has reference to your application for the above mentioned position in our organisation. We are blessed to invite you for a meeting with the ndersignedon. ata. m. /p. m. amuse confirm this booking. 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 admissible for attending this interview. You will be reimbursed to and for train fare by 1st / 2nd discriminate 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 signatoryP reliminary 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. deal PERSONAL DATA FORM POSITION APPLIED FOR SOURCE Name_____________________________________________________________ SurnameFirst NameMiddle Name give up Address ________________________________________________________________ Phone_______________________________ permanent Address _____________________________________________________________ __________________________Phone______________________________Date of Birth righteousnessNationality Marital StatusSexDate of nuptials Languages Known Speak Read Write _________________ __________________ set outs Name & Occupation Spouse Name OccupationNo. of children Educational / Professional Qualification Start With latest Degree/ Diploma Degree/ DiplomaInstitution/ University/BoardYears From ToMain SubjectDivision & % of marks subject & Membership Special Interest/Hobbies Employment lay (Starting from present to first one)Period From ToName of EmployerDesignationNature of Duties PerformedGross Salary Detail of set out Salary underlying HRAConveyanceBonusLTAMedicalSuperannuationP. F. Others Salary Expected association Time Required Are you ready work anywhere in India Relatives & Acquaintances in HCL NameDesignationDepartmentRelation Any 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 arrest of all statements in the record and shall agree to recruit a ny documentary evidence in trial impression of above statements as desired by NPL. I certify 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 compensation.Date________________Signature___________ FOR world power USE ONLY Test Performance initial INTERVIEW NOTES 1. PERSONALITY 2. MATURITY 3. COMMUNICATION 4. SELFCONFIDENCE 5. JOB KNOWLEDGE 6. OTHERS FINAL INTERVIEW RESULTS SALARY regress SHEET 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. go Expenses to outstation candidates are reimbursed as per the ravelling rules existing in the company, in format given below. ACCOUNTS subdivision OUTSTATION CANDIDATE TRAVEL EXPENSES REIMBURSEMENT NAME - head- INTERVIEW DATE POSITION - DATEPL ACE(FROM-TO)FARE(AMOUNT RS. ) TOTAL DATE SIGNATURE OF THE CANDIDATEHRD DEPARTMENT After final selection Letter of Intent is issued in the following format LETTER OF INTENTWith reference to your application and the subsequent interviews you had with us, we are pleased to offer you the position of ______________ in our organisation at mutually agreed terms and conditions based at _______________. However you are liable to be transferred to any of our sites / sister concerns / associates companies at the sole ingenuity of the management. You will report for work on _____________at______________, impuissance which this offer will stand automatically withdrawn. The expound earn 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. model of last appointment letter, relieving letter & salary certificate. 3. Photocopies of educational and experience certificates. Please sign you to our org anisation and desire 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) appointee LETTER Language for below Asst. Manager level is given in the following format . BELOW ASSTT. MANAGER LEVEL ___________________Dated ___________________ __________________ ___________________ LETTER OF APPOINTMENT Dear 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 period of probation will be Six months which could be further extended for a period not exceeding three months and during probationary period/extended probationary period your services are liable to be over(p) 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 engross AllowanceRs. __________ p. m. Local traveling ExpensesRs. __________ p. m. You shall also be entitled to benefits like Bonus, boon, PF, ESI & L. T. C as per rules of the company. B)Further increment will be based on efficient, satisfactory and loyal discharge 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 out side the company or engage yourself in any other business deal 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 management. 5. Your hours of attention shall be regulated 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 moment 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 t o 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 gross misconduct as generally understood in employment, particularly disobedience, insubordination, insolence and acts subversive of discipline, ordinary negligence of duties, distrust, dishonesty or embezzlement, illegal strike, universal 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 exonerated 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 penalty imposed, you shall not be entitled to any compensation 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. This 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 reduplicate of this letter in token 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, classic SIGNATORY ACCEPTANCE I have clear understood the terms and conditions mentioned in this letter of appointment and I hereby accept the same. NAMESIGNATURE DATE 2) naming letter spoken communication for asst. Manager to manager i s 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 position 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 change of location 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 rules 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 countenance 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 Comp any 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 issuing it to us. We welcome you to our organisation and wish you a successful career with us. With best wishes, Yours sincerely, For HCL InfosystemsLimited, 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.