Business Policy and Strategic Management (BPSM) Assignment

September 15, 2017 | Author: emp_abhinav | Category: Recruitment, Test (Assessment), Business Process Outsourcing, Employment, Advertising
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Business Policy and Strategic Management (BPSM) Assignment – 3 Case Studies

‘They can’t replicate your people’ – Leadership through differentiated HR practices

Amity Business School, Amity University, Sector – 125, Noida

SUBMITTED TO:Prof. (Dr.) B.K. Srivastava Professor & HOD (Operations Management) Corporate Quality Facilitator Sr. Vice President (RBEF)

SUBMITTED BY:Indana Abhinav (109B44) Anil Kumar Yadav (109B55) Sumit Kumar (109B50) Vineet Raj Tokas (109B25) Dinkar Gupta (109B35)

Case – Study No. 1

HR Practices followed and implemented in Delhi International Airports Pvt. Ltd. (DIAL)

Company Logo

Delhi International Airport Pvt. Ltd. (DIAL):DIAL is a joint venture consortium of GMR Group (54%), Airports Authority of India (26%) and Fraport & Eraman Malaysia (10% each). In January 2006, the consortium was awarded the concession to operate, manage and develop the IGI Airport following an international competitive bidding process. DIAL entered in to Operations, Management and Development Agreement (OMDA) on April 4, 2006 with the AAI. The initial term of the concession is 30 years extendable by a further 30 years.

Besides upgrading the existing terminals, DIAL has already commissioned a new runway 1129 at IGI Airport on September 25, 2008. The commercial operations has also commenced at new Domestic Terminal from 19th April, 2009.

The modern domestic terminal (Terminal 1D) features several new facilities which will improve the travel experience of domestic departure passengers flying out of Delhi. It raises domestic departure capacity of IGIA to 10 million passengers per annum and has modern 4 level in-line baggage handling system to eliminate baggage X-ray prior to check in. The new terminal also has 72 check-in counters & 14 security channels that will ensure quick processing. It is also provided by spacious security-hold area with extensive seating, passenger amenities like Lounges, F&B and retail.

In addition, the construction work on an integrated passenger terminal (Terminal 3) is underway. The first phase of the airport is designed to handle 60 million passengers per annum (mppa). This phase will be completed and fully operational before the Commonwealth Games in 2010.

This development would form just the first phase of the airport expansion. In subsequent stages, the airport will be further developed with the increase in passenger demand and more terminals and runways would be added in a modular manner to form a U shaped complex with an ultimate design capacity of 100 million passengers per annum.

Vision “To be a world class organization, Providing leadership in air traffic services and airport management and making India a major hub in Asia Pacific region by 2016”.

Mission “To achieve highest standard of safety and quality in air traffic services and airport Management by providing state-of-the-art- infrastructure for total customer satisfaction, contributing to economic growth and prosperity of the nation”.

Organization Structure The entire organization is headed by the Honorable Board of Directors followed by the Chief Officers and then subsequently followed by the Heads of the Departments, Managers, Assistant Managers, and Trainees …etc.

The Board of Directors are:1. G. M. Rao, a mechanical engineer by profession, is the Group Chairman – GMR Group and Chairman of DIAL. He has been leading the GMR Group since its inception in 1978.

2. Kiran Kumar Grandhi heads Delhi International Airport Private Limited and GMR Hyderabad International Airport Limited as Managing Director. He heads the business development for the aviation sector of the GMR Group as Chairman – Airports Business.

3. Srinivas Bommidala has over 22 years of wide ranging experience in infrastructure, service and agriculture sectors. He was instrumental in setting up new projects in infrastructure areas in a cost and time efficient manner. Earlier, he was Managing Director of Delhi International Airport P Ltd, GMR Power Corporation P Ltd and Vemagiri Power Generation Ltd. He is Chairman – Urban Infrastructure and Highways, GMR Group.

4. K Narayana Rao is a Chartered Accountant, Cost Accountant, Company Secretary and Management Accountant. He is having 28 years of experience and for the last 9 years has been working with GMR Group. Earlier he was Managing Director of GMR Industries Limited. He has rich experience in dealing with various Banks, Financial institutions, and Government agencies. He is a member in the Managing Committee of ASSOCHAM, FICCI, Indian Sugar Mills Association, South India Sugar Mills Association and AP Distillery Association.

The Board of Directors are well supported by the Chief Officers. They are:-

1. Chief Executive Officer (CEO). 2. Chief Commercial Officer (CCO). 3. Chief Operating Officer (COO). 4. Chief Financial Officer (CFO).

They are in turn supported by the Heads of the Departments. Some of them are as follows:-

1. Procurement Head. 2. Human Resources Head. 3. Marketing Head. 4. Public Relations Head. 5. Finance Head. And So on…… They are followed by the Managers, Assistant Managers, and Trainees …etc.

The Organization Structure is similar to a MATRIX STYLE structure.

Recruitment & Selection Procedures

Training & Development Policies and Procedures

PMP Process

Employee Rating System A Five – Point Rating system is followed. The Bifocations are as follows:-

It can be observed that point 3 itself has reached 100% implying that the employee has to perform well beyond his expectations and go an extra mile to achieve or even stand to have a chance for promotion, bonus, benefits …etc.

The Points are INTERPRETED as follows:-

1. Completely below expectations. 2. Below expectations. 3. Meeting expectations. 4. Exceeding expectations. 5. Far – Exceeding expectations.

Employees having points 1 are asked to leave the organization and employees having points 5 are in line for promotions, benefits …etc.

Sample Performance Appraisal Form

PLEASE NOTE, EXTREMELY IMPORTANT:The Performance Appraisal Form shown above is the PROPERTY OF DIAL with COPYRIGHTS and is shown here with required permission and must be used purely for academic reference only. Therefore, both part or complete copy and its transmission in any form of media is a LEGAL OFFENCE.

Case – Study No. 2 HR Practices followed and implemented in HCL

HCL ENTERPRISE Hindustan Computers Limited, also known as HCL Enterprise, is one of India's largest electronics, computing and information technology company. It is a 32-year-old leading Global Technology and IT enterprise, with USD 5.0 billion revenue 60,000 professionals and operations spanning 23 countries. The 3-decade-old enterprise, founded in 1976, is one of India's original IT garage startups. Its range of offerings spans Product Engineering, Custom & Package Applications, Business Process Outsourcing, IT Infrastructure Services, IT Hardware, Systems Integration, and distribution of ICT products. Since its inception, HCL Enterprise has grown to become what it is today under the strong leadership and guidance of Shiv Nadar (Founder, Chairman and Chief Strategy Officer). Based in Noida, near Delhi, the company comprises two publicly listed Indian companies, HCL Technologies and HCL Info systems.

Vision Statement “It is the most preferred employer and principal taking leading edge IT products and services to the masses through sustained excellence.”

Mission Statement “We shall increase the shareholders‟ value by improving the PAT through free cash flow, reducing the BR cycle, inventory levels, wastage.”

AWARDS & RECOGNITIONS

HCL TECHNOLOGIES HCL Technologies is India‟s 4th largest leading global IT Services companies, providing software-led IT solutions, Remote infrastructure management services and BPO. Having entered the global IT landscape in 1999 after its IPO, the company focuses on Transformational Outsourcing, working with client. The company leverages an extensive global offshore infrastructure and its global network of Offices in 17 countries to deliver solutions across select verticals including Financial Services, Retail & Consumer, Life Sciences (Clinical Research services in CDM and Biostatistics) & Healthcare, Aerospace, Automotive, Semiconductors, Telecom and ME (Media & Entertainment). For the fiscal year ending June 30, 2007, HCL Technologies, along with its subsidiaries recorded revenues of US $ 1.7 Billion and employed 52,000 professionals. HCL BPO Services provides a comprehensive range of Voice/Web based contact and front office services. It represents HCL Technologies‟ most significant strategic business extension and investment to date.

HCL BPO Services currently operates out of various locations in India, Malaysia and Northern Ireland. HCL has its offices across the world with the major development centers in Kolkata, Noida, Bangalore and Chennai.

HCL TECHNOLOGIES, SECTOR 59, NOIDA

HCL BPO, a division of HCL Technologies Limited started its venture early in 2001 and is now a dominant player in the BPO field drawing revenue of USD 232.15 Million. With Over 11,400 professionals operating out of India, UK and USA, HCL BPO runs 21 delivery

centers. HCL BPO offers 24X7 multi channels, multilingual support in eight European languages.

HCL BPO excels at developing reliable and scalable solutions for essential business Processes, consecutive with industry best practices and metric-based Quality norms. This is supported by a thriving technology infrastructure, strong human resources, a customized Training program and transition framework. HCL Technologies on the other hand, focuses on Transformational Outsourcing, working with clients in areas that impact and re-define the core of their business. The company leverages an extensive global offshore infrastructure and its global network of offices in 23 Countries to deliver solutions across select verticals including Financial Services, Retail & Consumer, Life Sciences & Healthcare, Hi-Tech & Manufacturing, Telecom and Media & Entertainment (M&E). HCL Technologies caters to the global market in areas like product Engineering, research & development, enterprise & custom applications, infrastructure Management and BPO services.

JOB SPECIFICATIONS AND PROFILE

JOB SPECIFICATION IN HCL BPO:

Attending inbound.



Solving customer queries.



Managing and updating customer & client database.



Acting as a primary interface for all customer service enquiries.



Ensuring all unresolved faults, queries and complaints are passed onto the next level of support.



Fully adhering to the complaints and escalation system and procedures.



Handling inquiries and reporting to Concerned Authorities.



Undertaking other duties as required by the Assistant Manager.

DESIRED PROFILE OF A CANDIDATE: Excellent Communication Skill  Graduate, Undergraduate/Postgraduate  Excellent command over spoken English.  Experience from other industry will be considered.  Ability to work as part of a team and/or on your own initiative.  Positive attitude and value based outlook.  Patience, perseverance and adaptability.

SOURCES OF RECRUITMENT IN HCL TECHNOLOGIES

Advertise ments

Consultants Homing pigeon

Portals

Campus

Employee Referrals

Talent express

Walk in

Job fair

HCL BPO

 ADVERTISEMENT It is popular method seeking recruits; as many recruiters prefer advertisement because of their wide reach. Advertisement describes the job benefits, identify the employer and tell interested candidates how to apply. Newspaper is the most common medium and it can also be placed in business journals.

Advertisement must contain proper information like the job content, working conditions, location of job, job specification and growth aspect. The advertisement has to sell the idea that the company and job are perfect for the candidates. It is probably the most common method. Advertising allows the employer to reach a wider audience. The choice of advertising media (e.g. national newspaper, internet, specialist magazine etc.) depends on

the requirement for the advert to reach a particular audience and, crucially, the advertising budget.

ADVERTISEMENT CHARACTERISTICS:

Accurate:- describes the job and its requirements accurately.



Short:- not too long-winded; covers just the important ground.



Honest:- does not make claims about the job or the business that will later prove false to applicants.



Positive:- gives the potential applicant a positive feel about joining the business.



Relevant:- provides details that prospective applicants need to know at the application stage (e.g. is shift working required; are there any qualifications required)

 EDUCATIONAL INSTITUTIONS College, universities, institutes are fertile ground for recruiter; HCL recruits candidates from different campuses every year. Each college has a placement officer to handle recruitment function. Recruiter coordinate date of interview with these officers accordingly then visit different institutes and hire suitable candidates. It‟s a time

consuming process but major source of recruitment for HCL TECHNOLOGIES. Students have to go through all the stages of recruitment and if he/she gets selected then offer is made to them. Offered candidate can join after the completion of his/her education as per the date of joining given to them in the offer letter. In this way, HCL TECH. provides platform to freshers through campus placements.



EMPLOYEE REFERRAL Employees can develop good prospects for their families and friends by acquainting them with the advantage of a job with the company, furnishing them with introduction and encouraging them to apply. This is very effective means as many qualified people can be reached to the company. The other advantages are that the employees would bring only those referrals that they feel would be able to fit in the organization based on their own experience. The organization can be assured of the reliability and character of the referral. In HCL TECH. an employee can refer his or her candidate and if the referral gets selected and reaches the stage of joining the existing employee of HCL who referred the candidate gets RS. 3500 after the completion of three months of the selected candidate‟s joining in the organization. In this way, HCL Technologies fulfills social obligation and creates goodwill.

 WALK INS & TALK INS The most common and least expensive approach for candidates is direct application, in which job seekers submit resumes. Direct applications can also provide a pool of potential employees to meet future needs. For organization, Walk INS are preferable as they are free from the hassles associated with other methods of recruitment. In Walk Ins candidates come to know about interviews through different sources like friends who have already faced interview in HCL or through Talent Express which is the company‟s official website for updating about any new vacancies.

 PORTALS HCL uses different portals like NAUKRI.COM, MONSTER.COM, etc. as another source of recruitment. Advertisements regarding the openings in HCL are displayed on these websites. In this way the person who is searching for job on these portals comes to know about openings in HCL and can apply for the same. Such portals have separate section where in, aspirants can submit their resume in this way, these portals provides a wider reach.

 JOB FAIR Job fair is also referred commonly as a career fair or career expo. It is a fair or exposition for employers, recruiters and schools to meet with prospective job seekers. Expos usually include company or organization tables or booths where resumes can be collected and business cards can be exchanged. In the college setting, job fairs are commonly used for entry level job recruiting. Often sponsored by career centers, job fairs provide a convenient location for students to meet employers and perform first interviews .It is where several companies come under one roof for seeking eligible candidates who can join their company, after going through certain recruitment process followed by them.



CONSULTANTS They are in profession for recruiting and selecting candidates. They are useful as they have nationwide contacts and lend professionalism to the hiring process. However, the cost can be deterrent factor. HCL deals with different consultancies like Talent hub, Midas, Mascot, Signature staff and many more. These consultants pipeline the candidates for interview through different contacts by searching on job portals. HCL recruiters visit these venues which are consultancies and hire candidates from there through recruitment process. In consideration consultants charge certain amount as per hiring or service provided by them.

 HOMING PIGEON In this source, calling is done to HCL previous employees who left the organization due to any reason and during call duration HCL representative who is making the call to previous employees asks them whether he/she still is willing to join organization again. If the response is positive then we call that employee for rejoining case.



TALENT EXPRESS This website belongs to HCL. It is the website on which any person can upload their resume for the current opening. The resumes are filtered by HCL and calls are made to short listed candidate and date of interview is given to them so that candidate go through the process of recruitment. The opening is displayed in the below manner:-

Line of Business

Telecom

Telecom

Function

Operations Voice

Operations Voice

Position

Location Schedule Details Walk-in Dates: Monday to Satur Time: 11 am to 7 pm

Technical Support

Walk-in Dates: Monday - Saturd Time: 11 am to 7 pm

SUPPORT EXECUTIVE

View

Desired Skills: • Education: Diploma / UG / PG ( • Desired Qualification : BE/B.Te

Noida

officer

CUSTOMER

Desired Skills

View

Job Description for Customer Su Desired Skills:

Noida

View · Education: Graduate in any dis

PROCESS OF RECRUITMENT & SELECTION

DIFFERENT ROUNDS IN THE RECRUITMENT PROCESS AT HCL TECHNOLOGIES

RECRUITMENT PROCESS AT HCL:Recruitment process in HCL technologies consist of different stages. It includes three stages of interview which deal with different aspects of job specification. After passing the three interview rounds, the candidate has to give an online examination. If a candidate gets at least passing marks in the online examination, offer is made to selected candidate and certain formalities are completed by the candidate which include filling documents like declaration, application blank, pre-interview form, background verification form. A date of joining is given to the candidate, on which they have to bring all of their original documents for verification.

On the date of joining, verification of all the original documents is done and submission of photo copies is carried out.

After completing the documentation formalities, PRU (which is process resource update) is filled online, it includes all the details of candidate.

Next stage, by which candidate have to go through is medical checkup. After joining formalities are completed a date of induction is given to candidate.

TELEPHONIC ROUND Call is made to candidate from the data which is result of different sources of recruitment. Few questions are asked on telephone like whether the candidate is interested in joining HCL in BPO services. If response is positive certain questions are asked to check the communication skills of the candidate. If its suitable, then date of interview is given to them with other information like address where the interview is to be held & candidate have to bring copy of resume on the date of interview.

INITIAL ROUND This is round in which face to face conversation is done between interviewee & interviewer. Certain words are given to candidates to pronounce to check their command over English pronunciation. Certain questions are asked to the candidate to check there grammatical knowledge of English. Generally questions which are asked belong to past, daily routine, etc.

There are certain parameters on which candidate is tested:

PRONUNCIATION:- The way one pronounces certain words of English. This is one of the important parameters which candidate must fulfill. Words include closer, pleasure, leopard etc.



GRAMMATICAL KNOWLEDGE:- When any questions are asked about the candidate‟s past experiences or in the past tense, the candidate is expected to use proper tenses like had, were, used to ,etc. when sharing their past experience. This parameter plays very important role in the selection of candidate for second round.



INTERACTIVE SKILL:- The candidate must have good communication skills, must be able to interact easily. When questions are asked to the candidate he/she must be able to communicate easily.



CONFIDENCE:- Confidence level of the candidate is also checked like how well they present their words in front of the interviewer. When questions are asked to the candidate he must be confident at the time of giving answers.



ATTITUDE:- Candidate must have positive attitude at the time of interview, must be able to present himself in right and positive manner and also be able to make an impact on the interviewer.



VOICE & ASCENT ROUND:- In this round, the assessor asses the candidate on his/her grammatical knowledge of English. The candidate again needs to pronounce few more words in front of the assessor. Minimum passing marks which are required to qualify for the next round is 16 in this round.

OPERATIONS ROUND In the assessor checks the suitability of the candidate for different openings. Like, if there are two openings:-

 TECHNICAL SUPPORT OFFICER  CUSTOMER SENIOR EXECUTIVE For technical support, the candidate must have technical background like B.tech, B.E., etc. & must be able to answer the questions asked regarding technical field. Candidates are made to appear for a technical interview in which their technical competence is evaluated for the requirement and is captured by the Technical interviewer in the Interview Feedback Form. Similarly, for the opening of customer senior executive, the candidate must be able to answer the questions like  What‟s his or her understanding by customer service?  What are the qualities a CSE must have to deal with customer? & many more questions…. Candidate need to give right answers and selection depends upon the way one presents his answers which must be in structured form and use of incomplete sentences should be avoided. If candidate gets selected in this round, next stage which is faced by the candidate is the online exam.

ONLINE EXAMINATION This online exam includes 50 questions including aptitude, technical, grammar & desktop familiarity. Each question carries 2 marks. Candidate must have a minimum score of 70 marks to pass in this round. It includes: -

1. APTITUDE TEST:Aptitude tests measure whether an individual has the capacity or latent ability to learn a given job if given adequate training. The use of aptitude test is advisable when an applicant has had little or no experience along the line of the job opening. Aptitudes tests help determine a person‟s potential to learn in a given area. An example of such test is the general management aptitude tests (GMAT), which many business students take prior to gaining admission to a graduate business school programmed. Aptitude test indicates the ability or fitness of an individual to engage successfully in any number of specialized activities. They cover areas like clerical aptitude, numerical aptitude, mechanical aptitude, motor co-ordination, finger dexterity and manual dexterity. These tests help to detect positive & negative points in a person‟s sensory or intellectual abilit y. They focus attention on a particular t ype of talent such as learning or reasoning in respect of a particular field of work.

Forms of aptitude test :

Mental or intelligence tests :They measure the overall intellectual ability of a person and enable to know whether the person has the mental ability to deal with certain problems.



Mechanical aptitude tests:They measure the ability of a person to learn a particular type of mechanical work. These tests helps to measure specialized technical knowledge and problem solving abilities if the candidate. They are useful in selection of mechanics, maintenance workers, etc.



Psychomotor or skills test :They are those, which measure a person‟s ability to do a specific job. Such tests are conducted in respect of semi- skilled and repetitive jobs such as packing, testing and inspection, etc.

2. GRAMMER TEST:- It includes fill in the blanks of English based on tenses, arrangement of sentences, completion of English sentences, etc. It includes questions related to vocabulary. The objective of this study is to check the knowledge of English of a candidate. 3. TECHNICAL TEST:- Candidates are made to appear for an online technical exam in which their technical competence is evaluated for the requirement. In this technical knowledge of the candidate is checked again. 4. DESKTOP FAMILIARITY:-

Knowledge of computers is checked in this

section of the online examination. It is used to measure the familiarity of the candidates with computers. 

If a candidate scores at least 70 marks out of 100 in this online examination, the offer is made to the candidate.



At the same time, if a candidate gets rejected in any of the round, he /she can reapply after 3 months in HCL Technologies.

Selection Process at HCL

Before the final selection process starts, following steps are undertaken i)

Short-listing the appropriate candidates through their Bio data.

ii)

Interviews with HR as well as Functional Head, and Department head to ensure that the process is effective.

iii)

PI test are generally carried out for engineering and executive level.

The no. of factors taken into consideration before selection are:i) Experience ii) Qualification iii) Previous salary

Once the candidate is selected, he needs to fulfill a number of formalities that includes:-

1. Application Form:- Selected candidates need to fill in an application form that contains important information like- caste, religion, birthplace, address, work experience etc.

2. Reference Checks:- selected candidates are also asked to fill in a reference check form that demands for information regarding the name, address, designation, organization and relationship of the hired candidates with the references given by him.

3. Joining book:- selected candidates also need to fill a sixty page file that contains important terms and conditions regarding company‟s network usage policy etc.

BACKGROUND INFORMATION HCL requests names, addresses, and telephone numbers of references f or the purpose of verifying information and perhaps, gaining additional background information on an applicant.

References are not usuall y checked until an applicant has successfull y reached stage of selection process.

Previous employers are preferable b ecause they are already aware of the applicant‟s performance.

It normally seeks letters of reference or telephone references. The latter is advantageous because of its accuracy and low cost. Previous employers, known as public figures, university

professors, neighbors or friends can act as references. Previous employers are preferable because they are already aware of the applicant‟s performance. But, the problem with this reference is the tendency on the part of the previous employers to over-rate the applicant‟s performance just to get rid of the person. The telephone reference also has the advantage of soliciting immediate, relatively candidate comments and attitude can sometimes be inferred from hesitations and inflections in speech.

It may be stated that the information gathered through references hardly influence selection decisions. The reasons are obvious:

The candidate approaches only those persons who would speak well about him.



People may write favorably about the candidate in order to get rid of him or her.



People may not like to divulge the truth about a candidate, lest it might damage or ruin his/her career.

SELECTION DECISION After obtaining information through the preceding steps, selection decision- the most critical of all the steps- must be made. The other stages in the selection process have been used to narrow the number of the candidates. The final decision has to be made the pool of individuals who pass the tests, interviews and reference checks. The view of the line manager will be generally considered in the final selection because it is he/she who is responsible for the performance of the new employee. The HR manager plays a crucial role in the final selection.

MEDICAL EXAMINATION After the selection decision, the candidate is required to undergo a physical fitness test. A job offer is, often, contingent upon the candidate being declared fit after the physical examination. The results of the medical fitness test are recorded in a statement and are preserved in the personnel records. There are several objectives behind a physical test. Obviously, one reason for a physical test is to detect if the individual carries any infectious

disease. Secondly, the test assists in determining whether an applicant is physically fit to perform the work. Thirdly, the physical examination information can be used to determine if there are certain physical capabilities, which differentiate successful and less successful employees. Fourth, medical check-up protects applicants with health defects from undertaking work that could be detrimental to them or might otherwise endanger the employer‟s property. Finally, such an examination will protect the employer from workers compensation claims that are not valid because the injuries or illness were present when the employee was hired.

There are several objectives behind a physical test: 

One reason for a physical test is to detect if the individual carries any infectious disease.



Secondly, the test assists in determining whether an applicant is physically fit to perform the work.



Thirdly, the physical examination information can be used to determine if there are certain physical capabilities, which differentiate successful and less successful employees.



Fourth, medical check-up protects applicants with health defects from undertaking work that could be detrimental to them or might otherwise endanger the employer‟s property.



Finally, such an examination will protect the employer from workers compensation claims that are not valid because the injuries or illness were present when the employee was hired.

After passing through the medical checkup the results are positive then PROCESS RESOURCE UPDATE of new joiners is done.

JOB OFFER The next step in the selection process is job offer to those applicants who have crossed all the previous hurdles. Job offer is made through a letter of appointed. Such a letter generally contains a date by which the appointee must report on duty. The appointee must be given reasonable time for reporting. This is particularly necessary when he or she is already in employment, in which case the appointee is required to obtain a relieving certificate from the previous employer. Again, a new job may require movement to another city, which means considerable preparation, and movement of property. The company may also want the individual to delay the date of reporting on duty. If the new employee‟s first job upon joining the company is to go on company until perhaps a week before such training begins. Naturally, this practice cannot be abused, especially if the individual is unemployed and does not have sufficient finances. Decency demands that the rejected applicants be informed about their non-selection. Their applicants may be preserved for future use, if any. It needs no emphasis that the applications of selected candidates must also be preserved for the future references.

DOCUMENTATION

APPLICATION FORMS Application form is a traditional and widely used device for collecting information from candidates. It should provide all the information relevant to selection, where reference for caste, religion, birth place, may be avoided as it may be regarded an evidence of discrimination. Application forms are to be filled by candidates which include Bio-data, education, other information of candidates like:

DATE OF BIRTH



PRESENT& PERMANANT ADDRESS



INFORNATION ABOUT FAMILY.



DETAIL RELATED TO EDUCATION



DETAILS OF PREVIOUS ORGANIZATION (IF A CANDIDATE HAS ANY WORK EXPERIENCE).



DISCLOSER REGARDING HEALTH.



DISCLOSER REGARDING CRIMINAL RECORD.

FOLLOW-UP The Recruitment Cell does a follow up with the candidate who is extended an offer to ensure candidate is joining within the stipulated time.

DATE OF JOINING At the time when offer made to candidate date of joining is given to candidate .On date of joining candidate must bring all his/her original documents as well as photo copies with them. When candidate visit on the date of joining, all their original documents are checked & submission of photo copies is to be done for maintaining record.

PROCESS RESOURCE UPDATE In this all the details of candidate are filled online which is very important for the organization to keep record of the candidate online, so whenever any information is required it can be found out easily. It include personal details of candidates, educational information, name of the person who hired the candidate, in other words name of the recruiter, name of the assessor who took voice and ascent round, operations round with the score of candidate obtain in all the round including online examination details.

It also includes the process for which he/she hired for and for which profile, the CTC (cost to company) with date of offer and actual date of joining. After updating the information certain code is given by the system for every candidate which acts as identity for candidate.

FINAL EMPLOYMENT DECISION It is a final step. In this step company makes a very important decision. After all these processes follow up is done i.e., the selected person is induced and placed at the right job. New employees are sent in batches for the purpose of commencement of their training. Training is provided on regular basis to the new employees of HCL.

Case – Study No. 3

HR Practices followed and implemented in Infosys

INTRODUCTION OF INFOSYS Established in 1981, Infosys is a NASDAQ listed global consulting and IT services company with more than 105,000 employees. From a capital of US$ 250, we have grown to become a US$ 4 billion company with a market capitalization of approximately US$ 27 billion.

In our journey of over 28 years, we have catalyzed some of the major changes that have led to India's emergence as the global destination for software services talent. We pioneered the Global Delivery Model and became the first IT Company from India to be listed on NASDAQ. Our employee stock options program created some of India's first salaried millionaires.

HR Policies of ‘INFOSYS’ Work at Infosys:A feeling of energy and vitality, of freshness, of a place where people work in a campus like facility and culture, are unafraid to voice new ideas, of a place where there is minimal hierarchy.

Robust people management practices enable Infosys to create this environment

for its employees. This is what distinguishes Infosys among other technology companies, enabling Info scions to excel and innovate in what they do for their clients and in what they stand for as a company.

Continuous learning:The spirit of learn ability among Infosys people and an organizational commitment to continuous personal and professional development keeps Infosys at the forefront in a fastchanging industry.

Their Framework for continuous learning at Infosys is built around a number of focused programs for their employees. These range from major initiatives such as the Infosys Leadership Institute to various ongoing management development and personal improvement programs. They complement a host of technology advancement and ongoing training options. Dedicated organizations or groups within Infosys lead these initiatives. Infosys investment in people and infrastructure to build a holistic learning framework demonstrates their commitment to continuous learning and building intellectual capital for their employees. This learning framework is continuously enhanced with new programs and the latest learning techniques - and close-knit coordination across these initiatives ensures that it meets the different learning needs of their employees in specific areas of technology, management, leadership, cultural and communication skills, and other soft skills. Apart from formal programs - a typical example of an informal employee-driven program is the Infosys Toastmasters Club, formed in2000. The mission of this club is to provide a mutually supportive and positive learning environment to develop communication and leadership skills to foster self-confidence and personal growth. The club has been recognized by Toastmasters International and joins the roster of other recognized Corporate Clubs around the world (including those of Microsoft, Boeing, Citicorp and Sun Microsystems).

Fun and culture:Life at Infosys is full of events - where employees can pursue their interests in areas as varied as arts, culture, or sports. The objective is to ensure that employees are not confined to their desks.

Employees express their various skills and interests through forums that include an "Art Gallery" on campus dedicated to displaying the works of Info scions, daily quiz competitions, and regular music meetings that keep the place abuzz with creativity. Inculcom is the base

organization that hosts cultural programs for Info scions. Each event emphasizes a specific area like music, dance, or quiz. These programs are generally not competitive, but a competitive element is sometimes added to enhance enthusiasm and to bring out the best in our people. Under Inculcom, there are sub groups like the IQ Circle (Quizzes), Shruthi (the classical music club), Dramatix (the drama club), and Vakchaturya (forum for selfdevelopment).

In sync:The key to employee involvement in organizations is the sharing of information about business performance, plans, goals, and strategies. What happens by a shout across the corridor in a smaller organization, calls for a more systematic process in a large organization like Infosys? In Sync is Infosys„s internal communication program focused on keeping the Info scion abreast of latest corporate and business developments, and equipping him or her to be a "brand ambassador" for the company. This program combines a communication portal with workshops, monthly newsletters, articles, daily cartoons and brainteasers to synchronize each Info scion with the organization.

Careers:Infosys has a vision of where they want to go, and it's really exciting With an annual compounded growth rate of around 60% in the last 5 years, and branches across the world, Infosys is forging ahead in the global market. To achieve their vision, they are always looking out for talented, learnable individuals who are ambitious, who love challenges and who have a passion to excel! Towards this objective, Infosys participates in campus hiring programs and also conducts a number of off-campus initiatives throughout the year at various locations. Apart from college hiring, they also hire experienced professionals from the industry at various mid-level and senior positions.

Infosys — grooming global talent:Last year, over 1.3 million people applied for a job at Infosys. Only 1% of them were hired. In comparison, Harvard College took in 9% of candidates. Infosys has always focused on inducting and educating the best and the brightest. With global hiring practices, coupled with ever-expanding university programs such as Campus Connect and Development Center across the globe, Infosys is able to source and nurture talent while delivering lasting value to clients. Infosys, which trains over 15,000 new recruits every year, is well prepared to win the battle for top-notch talent. At the heart of this education program is a fully equipped $120 million facility in Mysore, about 90 miles from Bangalore.

Infosys in the spotlight:In 2009, Computerworld magazine, while ranking Infosys among the 100 best places to work in IT, placed it at the very top of the list of best places for education and training. In its March 2008 issue, Fortune magazine stepped inside the gates of „Infosys‟ and emerged with the impression that gaining admission to the „Taj Mahal‟ of training centers‟ is harder than getting into Harvard.

SOURCES ON MAN POWER SUPPLY INTERNAL:Infosys upgrades from within only for managerial positions, but only to some extent. Because upgrading from within is considered better as the employee is already familiar with the organization, reduces training cost, helps in building morale and promotes loyalty. If no one capable for managerial position is found in its internal source, it looks out for external sources. It selects only the best employee for the organization

TYPES:a) Former Employees:-

They ask the retired employees who are willing to work on a part-time basis, individuals who left work and are willing to come back for higher compensations. Even retrenched employees are taken up once again.

b) Retirements:If it‟s not able to find suitable candidates in place of the one who had retired, after meritorious service. Under the circumstances, management decides to call retired managers with new extension.

c) Internal notification (advertisement):-

Most employees know from their own experience about the requirement of the job and what sort of person the company is looking for. Often employees have friends or acquaintances who meet these requirements. Suitable persons are appointed at the vacant posts.

EXTERNAL:For the posts of technicians, engineers, floor managers etc., it looks out for external sources which include:•Agencies:- TAPL. •Institutions:- Like B Schools, colleges, Management Institutes, Etc.

External recruitment enables the company to get the best candidate. Infosys prefers external recruitment and mainly takes help from agencies and institutions as it‟s a giant company and internal recruitment proves to be inadequate as its yearly targets are very high.

Recruitment Targets for Infosys:Year

No. of employees (per year)

2001

10000

2002

11000

2003

13000

2004

15000

2005

18000

2006

25000

ONCAMPUS:Campus recruitment is so much sought after that each college; university department or institute will have a placement officer to handle recruitment functions. However, it is often an expensive process, even if recruiting process produces job offers and acceptances eventually.

A majority leave the organization within the first five years of their employment. Yet, it is a major source of recruitment for prestigious companies. Infosys is the company of choice for campus recruitment programs in most major engineering institutes such as IITs, RECs etc. and at premier management institutes such as the IIMs.

Engineering Institutes:Campus hiring at engineering institutes typically starts in May and continues through September. Senior managers and officers from Infosys actively participate in this hiring, to bring on board the next generation of bright, young and talented leaders for the company. We

encourage current students at the campuses we visit to use this opportunity to interact with the Infosys recruitment teams during the hiring process to understand the company and our people philosophy. We hire engineering graduates and post-graduates from all disciplines, and MCA students at the campuses.

Management Institutes:Campus hiring at management institutes typically starts in December and continues through March. We hire management graduates from all disciplines, with or without prior work experience in software or other fields. All applications are pre-screened based on academic credentials. Shortlisted candidates are usually invited for an interview as part of the selection process.

OFF CAMPUS:It is the event for those candidates who do not get selected during campus recruitment. The process remains the same; it just aims at giving those candidates a chance that were not able to go through the process before. These candidates also go through the same two rounds, here only the scale and basis on which they are evaluated changes.

JOB FAIRS:-

Job fair is where several companies come under one roof for seeking eligible candidates who can join their company, after going through certain recruitment process followed by them.

PROCESS FOLLOWED BY INFOSYS:1. Initially they advertise about the job fair in the local newspapers of all the states specifying the venue and date of the job fair.

2. On the specified date, Infosys banners are put up at the venue.

3. They have around 3 to 4 counters. Initially these counters are used for registrations. Once the number of registrations is equal to the total capacity of all the counters, the registrations are stopped and the registered candidates fill the application forms at the counter.

4. Next a logic test of 45 minutes is conducted and an English test of 15 minutes is conducted where in one is supposed to write an essay, to check their handwriting, vocabulary and sentence framing ability.

5. Once the test is over, registrations for the next group start. At the same time the previous papers are evaluated and the candidates are selected for interview based on the cut-off marks.

6. The candidates who are selected in the interview are informed then and there by displaying the list and are given the offer.

7. The process is repeated for the next set of candidates.

8. Job fair takes place for 3 to 4 days.

ADVERTISEMENTS:It is a popular method of seeking recruits, as many recruiters prefer advertisements because of their wide reach.

Infosys advertises in:-

NEWS PAPERS:✔ Times of India. ✔ The economic times. ✔ Indian express. ✔ Hindustan times. ✔ The financial express. ✔ Employment papers.

MAGAZINES:✔ Business world ✔ Business Today ✔ India Today ✔ capital market ✔ Business journals ✔ IT magazines ✔ Computer and technical journals

Advertisements contain proper information like the job content working conditions, location of job, compensation including fringe benefits, job specifications, growth aspects, etc. The advertisement sells the idea that the company and job are perfect for the candidate.

WALK-INS, WRITE-INS AND TALK-INS:-

Walk-ins are the most common and least expensive approach for candidates is direct applications, in which job seekers submit unsolicited application letters or resumes. Direct applications provide a pool of potential employees to meet future needs.

Write-ins are those who send written enquiries. These jobseekers are asked to complete application forms for further processing.

Talk-ins involves the job aspirants meeting the recruiter (on an appropriated date) for detailed talks. No application is required to be submitted to the recruiter.

CONSULTANTS:-

Infosys also seeks the help of consultants who are in the profession for recruiting and selecting managerial and executive personnel. They are useful as they have nationwide contacts and lend professionalism to the hiring process. They also keep prospective employer and employee anonymous.

INDUSTRIES:-

Infosys also hires experienced professionals from the industry at various mid-level and senior positions.

THE SELECTION PROCESS OF INFOSYS

1. Initial screening of interviews:Initial Screening is done on the basis of applicants and applications. A preliminary interview is conducted so as to select the suitable candidate who can go through further stages of interviews. Normally for the posts of engineers degree cutoff is decided like say 60% on an average. If the candidates do not meet the requirement they are rejected. And for higher posts applications and applicants both play a major role in the screening process.

2. Completion of application forms:Application form establishes the candidate‟s general details like name, address, telephone number, education, job- related training, work-experience with dates, company names, and job details, professional or industrial involvement, hobbies and recreational pursuits. The company establishes as many hypotheses about the candidate from the details provided in the application form. It then decides what areas of information it needs to explore or investigate more specifically during the interview. Company sees to it that no judgment is passed about the candidate based only at this level. What drawn here is hypotheses and not conclusions. Application forms are such framed that, they provide the necessary details to the organization without affecting the sentiments and feelings of the candidate.

3. Employment tests:A. logical test B. English test 

Vocabulary



Reasoning



Essay writing

VARIOUS TESTS:-

Mental or intelligence tests:-

They measure the overall intellectual ability of a person and enable to know whether the person has the mental ability to deal with certain problems.

Mechanical aptitude tests:-

They measure the ability of a person to learn a particular type of mechanical work. These tests helps to measure specialized technical knowledge and problem solving abilities if the candidate. They are useful in selection of mechanics, engineers, etc.

Intelligence test:-

This test helps to evaluate traits of intelligence. Mental ability, presence of mind (alertness), numerical ability, memory and such other aspects can be measured. It is taken to judge numerical, skills, reasoning, memory and such other abilities.

Personality test:-

It is conducted to judge maturity, social or interpersonal skills, behavior under stress and strain, etc. this test is very much essential on case of selection of sales force, public relation staff, etc. where personality plays an important role.

Graphology test:It is designed to analyze the handwriting of individual. It has been said that an individual‟s handwriting can suggest the degree of energy, inhibition and spontaneity, as well as disclose the idiosyncrasies and elements of balance and control. For example, big letters and emphasis on capital letters indicate a tendency towards domination and competitiveness. A slant to the right, moderate pressure and good legibility shows leadership potential.

Medical test:-

It reveals physical fitness of a candidate. Medical servicing helps measure and monitor a candidate‟s physical resilience upon exposure business hazards.

4. Interview:-

Formal Interview:-

Interviews are held in the employment office in a more formal atmosphere, with the help of well-structured questions.

Patterned Interview:-

A patterned interview is also a planned interview, but it is more carefully pre-planned to a high degree of accuracy, precision and exactitude. With the help of job and man specifications, a list of questions and areas are carefully prepared which will act as the interviewer‟s guide.

Non-directive Interview:-

Here the interviewee is allowed to speak his mind freely. The interviewer has no formal or directive questions, but his all attention is to the candidate. He encourages the candidate to talk by a little prodding whenever he is silent e.g. “Mr. Ray, please tell us about yourself after you‟re graduated from high school”. The idea is to give the candidate complete freedom to “sell” himself, without the encumbrances of the interviewer‟s question.

Depth Interview:It is designed to intensely examine the candidate‟s background and thinking and to go into considerable detail on particular subjects of an important nature and of special interest to the candidates. For example, if the candidate says that he is interested in tennis, a series of questions may be asked to test the depth of understanding and interest of the candidate.

Stress Interview:-

It is designed to test the candidate and his conduct and behavior by him under conditions of stress and strain. The interviewer may start with “Mr. Joseph, we do not think your qualifications and experience are adequate for this position,‟ and watch the reaction of the candidates. A good candidates will not yield, on the contrary he may substantiate why he is qualified to handle the job. What INFOSYS practice is that if interview is planned at 5pm, it will start candidate‟s interview at 6.30pm and watch the candidate‟s behavior and stress level.

Panel Interview:-

A panel or interviewing board or selection committee interviews the candidate, usually in the case of supervisory and managerial positions.

Mixed Interview:-

In practice, the interviewer while interviewing the job seekers uses a blend of structured and structured and unstructured questions. This approach is called the Mixed interview. The structured questions provide a base of interview more conventional and permit greater insights into the unique differences between applicants.

Second Interviews:-

Job seekers are invited back after they have passed the first initial interview. Middle or senior management generally conducts the second interview, together or separately. More in-depth questions are asked to the candidate and the employer expects a greater level of preparation on the part of the candidates.

5. Background Information:INFOSYS requests names, addresses, and telephone numbers of references for the purpose of verifying information and perhaps, gaining additional background information on an applicant. References are not usually checked until an applicant has successfully reached the fourth stage of a sequential selection process. Previous employers are preferable because they are already aware of the applicant‟s performance. It normally seeks letters of reference or telephone references. The latter is advantageous because of its accuracy and low cost.

6. Physical Examination:After the selection decision and before the job offer is made, the candidate is required to undergo a physical fitness test. A job offer is, often, depends upon the candidate being declared fit after the physical examination. The results of the medical fitness test are recorded in a statement and are preserved in the personnel records.

There are several objectives behind a physical test:-

1. Reason for a physical test is to detect if the individual carries any infectious disease.

2. The test assists in determining whether an applicant is physically fit to perform the work.

3. The physical examination information can be used to determine if there are certain physical capabilities, which differentiate successful and less successful employees.

4. Medical check-up protects applicants with health defects from undertaking work that could be detrimental to them or might otherwise endanger the employer‟s property.

5. Such an examination will protect the employer from workers compensation claims that are not valid because the injuries or illness were present when the employee was hired.

7. Final Employment decision:It is a final step. In this step company makes a very important decision. After all these processes follow up is done i.e., the selected person is induced and placed at the right job.

Training is provided on regular basis that is monthly, quarterly. These trainers have the experience of about 15-20 yrs. In one batch there are 60 employees who are sent to Bangalore for training.

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