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CHAPTER 1 - INTRODUCTION
1.1 Topic:
This project studies the various sources of recruitment that is employed in E4E
BUSINESS SOLUTION INDIA PVT LTD Chennai. E4E BUSINESS SOLUTION
INDIA PVT LTD is expanding its base in India as a bpo giant and for this to happen,
effective recruitment is the backbone for sustainable growth and expansion.
In this information age, the importance of human capital and human assets can
not be ignored; rather it is that line of business that could lead any organization to
attain greater heights. This is the factor that makes difference between one
organization and another. Getting the right person at the right place and then retaining
him is the main area of concern in today’s corporate world. Hence, the emphasis is
being laid to device policies and programmes in such a manner that it leads to
attaining better human resources and retaining them for the benefit of the
organization.
Considering the aspect of recruitment, no organization should ever think that
once it has acquired the best talent created favorable conditions to retain them they
would not require going in for sourcing activities. Hence this should be kept in mind
that recruiting is a continuous process.
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The selection procedure starts with the receipt of applications for various jobs
from the interested candidates. Totally unsuitable candidates are rejected at thescreening stage. Man power planning gives an assessment of the number and type of
people required in the organization. The next task of the personnel manager is to find
out capable and suitable persons who may be working in the organization itself while
others will have to be sought from outside the organization. It involves persuading
and inducing suitable persons to apply for and seek jobs in the organization.
Recruitment refers to the attempt of getting interested applicants and providing
a pool of prospective employees so that the management can select the right person
for the right job from this pool. Recruitment is a positive process as it attracts suitable
applicants to apply for available jobs.
The process of recruitment:
1. Identifies the different sources of human capital supply
2. Assesses their validity
3. Chooses the most suitable source or sources
4. Invites applications from the perspective candidates for the vacant jobs.
5. Tests the candidates for the requirement.
6. Follows up with group discussions and interviews.
7. Provides the applicant with the offer.
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1.2 Industry :
Business process outsourcing (BPO) is a broad term referring to outsourcing
in all fields. A BPO differentiates itself by either putting in new technology or
applying existing technology in a new way to improve a process.
Business Process Outsourcing is the delegation of one or more IT-intensive
business processes to an external provider that in turn owns administers and manages
the selected process based on defined and measurable performance criteria. Business
Process Outsourcing is one of the fastest growing segments of the Information
Technology Enabled Services (ITES) industry.
Few of the motivation factors as to why BPO is gaining ground are:
• Factor Cost Advantage
• Economy of Scale
• Business Risk Mitigation
• Superior Competency
• Utilization Improvement
Generally outsourcing can be defined as - An organization entering into a contract
with another organization to operate and manage one or more of its business
processes.
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Different Types of Services Being Offered By BPO's
1. Customer Support Services
Our customer service offerings create a virtual customer service center
to manage customer concerns and queries through multiple channels including
voice, e-mail and chat on a 24/7 and 365 days basis.
Service Example: Customers calling to check on their order status, customers
calling to check for information on products and services, customers calling to
verify their account status, customers calling to check their reservation status
etc.
2. Technical Support Services
Our technical support offerings include round-the-clock technical
support and problem resolution for OEM customers and computer hardware,
software, peripherals and Internet infrastructure manufacturing companies.
These include installation and product support, up & running support,
troubleshooting and Usage support.
Service Example: Customers calling to resolve a problem with their home PC,
customers calling to understand how to dial up to their ISP, customers calling
with a problem with their software or hardware.
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3. Telemarketing Services
Our telesales and telemarketing outsourcing services target interaction
with potential customers for 'prospecting' like either for generating interest in
products and services, or to up-sell / promote and cross sell to an existing
customer base or to complete the sales process online.
Service Example: Outbound calling to sell wireless services for a telecom
provider, outbound calling to retail households to sell leisure holidays,
outbound calling to existing customers to sell a new rate card for a mobile
service provider or outbound calling to sell credit or debit cards etc.
4. Employee IT Help-desk Services
Our employee IT help-desk services provide technical problem
resolution and support for corporate employees.
Service Example: of this service include level 1 and 2 multi-channel support
across a wide range of shrink wrapped and LOB applications, system problem
resolutions related to desktop, notebooks, OS, connectivity etc., office
productivity tools support including browsers and mail, new service requests,
IT operational issues, product usage queries, routing specific requests to
designated contacts and remote diagnostics etc.
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5. Insurance Processing
Our insurance processing services provide specialized solutions to the
insurance sector and support critical business processes applicable to the
industry right from new business acquisition to policy maintenance to claims
processing.
6. Data Entry Services / Data Processing Services
Service Example:
o Data entry from Paper/Books with highest accuracy and fast turn
around time
o Data entry from Image file in any format
o Business Transaction Data entry like sales / purchase / payroll.
o Data entry of E-Books / Electronic Books
o Data Entry : Yellow Pages / White Pages Keying
o Data Entry and compilation from Web site
o Data Capture / Collection
o Business Card Data Entry into any Format
o Data Entry from hardcopy/Printed Material into text or required format
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1.3 Company :
E4E BUSINESS SOLUTION INDIA PVT LTD
e4e India, an ISO 9001:2008 and the first Indian Medical Billing company to
obtain ISO 27001:2005 certification is a healthcare outsourcing service company
providing solutions for all medical billing needs: Medical Billing, Medical Coding,
Demographics and Charge Entry, Posting of Payment and Reconciliation, Account
Receivables Analysis and Management.
e4e India provides a wide range of services helping to achieve incremental
revenues and reduced costs. Backed by extensive domain expertise, latest technology
and robust compliance norms, they offer 24x7 offshore services enabling their clients
to focus on their practice and transform into high performance business.
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e4e India is an outsourcing and billing company in India focused exclusively
in providing healthcare solutions and medical billing services in the healthcare sector.Being ISO certified company ensure information security and high quality services
and possess the needed expertise and talent to deliver the same through innovation
and technology- driven services. Services give a competitive edge to clients by
reducing their operational costs and enhancing revenue thereby improving
profitability. They constantly thrive to deliver high quality and cost effective
healthcare solutions with in-depth domain expertise and pool of highly talented
professionals.
e4e India provides end-to-end healthcare supply chain management solutions
for all medical processes ranging from Medical Billing, Medical Coding and
Accounts Receivables Management to Physician Credentialing, Electronic Medical
Record and Electronic Health Record management. Services are tailored to the needs
of Physician Practices, Large Physician Groups and Medical Billing Companies, who
can confidently outsource their processes to e4e India and focus on their business and
patients without any apprehensions.
Service
Revenue Cycle Management (RCM)
Medical Coding
Accounts Receivable Management
Indexing
Data Conversion
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CHAPTER 2 – REVIEW OF LITERATURE
According to Edwin B. Flippo, Recruitment is the process of searching the candidates
for employment and stimulating them to apply for jobs in the organization.
Recruitment involves the utilization of organizational practices to influence the
number and types of individuals who are willing to apply for job vacancies
- Rynes & Cable, 2003
Recruitment can focus on the internal labor market (i.e., pursuing staff already
employed by the organization) or the external labor market (i.e., pursuing applicants
from outside the organization). Internal candidates can be recruited through internal
job postings, word-of-mouth, or internship programs."
- Casper
Recruitment is the process to discover the sources of manpower to meet the
requirements of the staffing the sources of manpower to meet the requirements of the
staffing schedule and employ effective measures for attracting the manpower in
adequate numbers to facilitate effective selection of an effective working force.
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CHAPTER 3 - METHODOLOGY
The methodology of the study is percentage analysis of the data obtained to
determine the effectiveness of the source of recruitment employed and to determine
the dependence of the various sources employed and the recruitment processes. The
data collected is secondary in nature, obtained from the database of the organization.
The data obtained, is firstly classified under various heads depending on the
source of recruitment and the number of candidates that were under the various heads
are listed accordingly. It is then analyzed stage by stage.
The data is analyzed to determine the hit ratio, that is the source effectiveness
and the dependence of the source of recruitment and the number of candidates is
found out using Chi-Square test.
The analytical tools used are Microsoft Excel and S.P.S.S statistical package.
The method is percentage analysis and Chi-square test.
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2.1 Recruitment Sources at the Organization:
The recruitments in the organization is classified under two major heads,
namely
Internal sources and External sources
Recruitment process
Sources of potential employees
Internal sources External sources
Transfers Recruitment by walk -ins
Promotions Job portals
Advertisement
Employment Agencies
Referrals
Head Hunting
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Internal sources of recruitment are mainly the transfers and promotions. In this
study, the focus is more on the external sources of recruitment. The external sourcesof recruitment are as illustrated above. They are explained as follows,
2.1.1 Walk – ins:
Walk in interviews are a common form of recruitment in organizations. In this
company, the recruitment is not done through walk in interviews as the requirement is
sporadic and the candidates are expected to be experienced and well qualified, and the
walk in interviews are primarily used as a source of fresh candidate who have finished
their graduation and it will cater only to entry level positions. Thus, for the current
requirement in the company, the choice of walk in interviews is preferred.
2.1.2 Job Portals:
E-Recruitment covers a range of Web-based application tools used for the
provisioning (typically) of human resources. These applications assist in the
recruitment of suitable candidates for vacant positions. Some applications do this by
semi-automating the entire recruitment and hiring process. E-recruitment applications
(or software packages that are web-enabled) typically enable recruitment teams to
create job postings, manage job application responses, schedule interviews and
manage other recruitment tasks. This dramatically reduces the labour and money
spent on physical recruitment.
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E-Recruiting or electronic recruiting is the process of using internet based
software to attract, screen and recruit suitable job candidates. E-Recruiting reducesthe cost of the recruitment process, reduces the time taken to identify appropriate
candidates and helps organizations improve the quality and quantity of the applicant
pool.
The organization uses the E-Recruitment for recruiting the employees.
The steps in the E-Recruitment process are:
• Sourcing the profile.
• Matching the profile with the requirement
• Contacting the prospective applicant by telephone/e-mail and checking for the
interest.
• If interested, the prospective applicant is requested to come in person to apply.
• If not interested, the profile is marked as not interested.
The organization mainly uses three job sites for its recruitment process, namely
www.naukri.com
www.Timesjob.com
www.monster.com
The major advantage with the E-Recruitment is that the cost is minimum and
the recruitment is more effective with respect to matching the profiles and the job.
The E-Recruitment process also saves considerable amount of time.
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2.1.3 Advertisements:
Advertisements are both a source of recruits and a method of reaching them.
Newspapers, magazines and trade journals are the most widely for advertisements.
Advertisements ordinarily produce large number of applicants in a very short time and
at a low cost. However, this factor may be offset by the increased expense of carefully
screening the large number of prospects and the average quality of applicants may be
of questionable character.
Recruitment advertisements usually include information about the company, nature of
the job, specific qualifications required and compensation. The specific details in the
advertisement vary with the company and its situation. The quality of prospects
recruited by advertisement may be increased by careful selection of media and by
proper statements of information in the advertisement. For example, by advertising in
a trade journal rather than in a daily newspaper, a firm is being more selective in its
search. An advertisement in trade journal assures responses from people who are
already in the profession and would be interested in working. The amount and type of
information given in the advertisement affects the quality and quantity of the
applicants. The more the information given in the advertisement, the more it serves as
a qualitative screening device. A firm, by stating minimum qualifications rather than
optimum requirements can generate large number of applications, requiring more
careful screening. The major difficulty in recruitment through the advertisements is
the screening, which becomes a tedious process. In this company, advertisements are
avoided because of the time constraint and the unnecessary extension of screening
procedure that the process requires.
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2.1.4 Employment Agencies:
Many companies use employment agencies to get the recruits for the sales
positions. To use this source effectively, HR manager must ensure that the agency
understands the company and its needs thoroughly. Whenever an agency is used, it
should have the clear ' understanding of the job's objective, job specifications and the
literature about the company. Also agencies need time to learn about an employing
firm and its unique requirements-thus considerable gains accrue from continuing
relationships with agencies that perform satisfactorily. If the agency is selected
carefully and good long-term relations are established with it, the dividends can be
satisfying.
In this company, the employment agencies are not employed as a cost cutting
measure.
2.1.5 Referrals:
Referrals are further classified into two namely,
• Employee referral
•
Candidate referral
Referral recruitment is a process whereby vacancies are promoted and filled
by recommendations rather than by traditional methods such as direct classified job
advertisements or by employing a headhunter. Proponents of this recruitment method
claim that since each candidate comes with a personal recommendation behind them,
the applicants are likely to be better suited to the job and the applicant already has a
referee.
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When an employee refers a candidate of recruitment, it is treated as employee
referral and when a reference is obtained from the candidate who has come for therecruitment, and then it is treated as candidate referral.
The key advantage of referral recruitment is that it allows recruiters to reach
passive candidates, those who are not actively looking for a new job but are
sometimes amongst the most prized employees.
2.1.6 Head Hunting:
A head hunter can work on his/her own or through an agency and acts as an
independent contact between their client companies and the candidates they recruit for
a position. They can specialise in client relationships only, in finding candidates
(recruiting or sourcing), or in both areas. Most recruiters tend to specialize in
permanent or full-time, direct hire positions or contract positions, but occasionally in
both. They will often utilize Internet recruiting to help in their recruiting efforts.
Typically Headhunting is associated with a higher degree of industry
knowledge and a more specialized, less 'blanket' approach. Whereas a recruiter may
place an advert or place calls with no prior knowledge of the individual they are
contacting, a headhunter will attempt to know about the subject's previous
employment history, education, etc. He will make contact on the premise that 'on
paper' the candidate is suitable for the role, whatever their current situation. Poaching
employees away from their current employment in this manner gives headhunters
their name.
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2.2 Selection of Employees:
From the sources of recruitment, the selected list of prospective employees is then
taken in for selection.
The selection process is as follows:
• Preliminary Interview.
• Aptitude test
• Personality Index Test
• Interview.
• Reference check.
• Salary negotiation (if necessary).
• Approval on accepting the offer.
• Release of offer letter.
The selection process begins with the preliminary interview, where in the
applicant is screened and then subjected to the test. The test is followed up with the
P.I test. The test is then evaluated and if the applicant clears the test and P.I. then the
applicant is called for the interview.
The interview is mostly of two rounds, where the applicant is questioned in the
technical skills and this is followed up with the H.R. interview. The performance of
the applicant in the interview is recorded in the C.A.S and if the applicant is found
favorable, then the applicant is then called for the salary negotiation. If the applicant
agrees with the offer, then the offer is sent for approval to the top level management.
The application after approval is processed and then the offer letter is released.
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CHAPTER 4 - ANALYSIS AND INTERPRETATION
The research hypothesis is as follows.
The assumption is that number of successful candidates is not dependent on the
recruitment source. The alternate hypothesis is formulated, as the number of
successful candidates is dependent on the source of recruitment.
Ho : Number of successful candidates is not dependent on the recruitment source.
Ha : Number of successful candidates is dependent on the recruitment source.
Table 1: Chi Square Test
S.NO Source of recruitment
Observed
No:
candidates
Expected
No:selected
candidates
(obsv-exp) (obsv-exp)^2
[(obsv-exp)^2]/exp
1 Job portals 30 13 17 289 9.6333332 Referrals 20 7 13 169 8.453 Walk ins 5 2 3 9 1.8
Total 55 22 33 19.88333
degree of freedom = 2 value from x^2 table = 5.99observed value =
19.88
Since the calculated value is much greater than the table value, the null hypothesis is
rejected.
This states that the number of successful candidates is dependent on the source of
recruitment. The data collected is secondary in nature and it is given below.
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Table 2: Employee Database Observation
S.NOSource of
recruitment
No:
applicants/
candidates
No:
turning
up for the
test
No:
clearing
the test
No:
clearing the
interview
No:
candidates
taking up the
offer1 Job portals 30 25 20 18 132 Referrals 20 15 12 10 73 Walk ins 5 3 3 3 2
Total 55 43 35 31 22
From the above data, through observation and from further data from employee
database, the data is analyzed as follows.
Table 3: Percentage Analysis
S.NOSource of
recruitment
No:
applicants/
candidates
No:
turning
up for
the test
No:
clearing
the test
No:
clearing
the
interview
No:
candidates
taking up
the offer
% of
Candidates
from the
source
Source
effectiveness
1 Job portals 30 25 20 18 13 54.54545 0.2363642 Referrals 20 15 12 10 7 36.36364 0.1272733 Walk ins 5 3 3 3 2 9.090909 0.036364
Total 55 43 35 31 22 100
From the above table, we can observe that the maximum percentage of candidates for
recruitment is from the source Job portals, second comes referrals and then comes
Walk ins.
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This illustrates that the most contributing source of recruitment is Job portals. The
next table illustrates the split for the Job portals, the table show the candidates thathave come from the various web sites. This is as follows,
Table 4: Job Portal Analysis
S.NO Job Portal
No:
applicants
/
candidate
s
No:turning
up for
the test
No:
clearing
the test
No:clearing
the
interview
No:
candidate
s taking
up the
offer
% of Candidate
s from the
source
Source
effective
ness
1 monster.com 10 9 7 6 5 33.333330.16666
7
2 Timesjob.com 7 4 3 2 1 23.333330.03333
3
3 naukri.com 13 12 10 9 7 43.333330.23333
3Total 30 25 20 17 13 100
From the above table, the analysis indicates that the web site naukri.com yields the
maximum number of successful candidates for the division. Next comes the web site
monster.com with 33% of the candidates that come through the e- recruitment.
Table 5: Referral Analysis
S.NO Source of
referral
No:
applicants/
candidates
No:
turning
up forthe test
No:
clearing
the test
No:
clearing
theintervie
No:
candidate
s takingup the
% of
Candidate
s from thesource
Source
effective
ness
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w offer
1Candidate
referral5 3 2 2 1 25 0.05
2Employee
referral15 12 10 8 6 75 0.3
Total 20 15 12 10 7 100
The above table shows the split for employee referral, the most effective of the two being employee referral.
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Pie representation:
Graph 1:
Percentage Representation
12
3
Table 6: Percentage Split
Label
NumberSource Percentage
1 job portals 54.52 referrals 36.363 Walk ins 9.09
From the above graph, which shows the percentage splits, it is clearly evident that the
most effective and contributing source of recruitment is through job portals.
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CHAPTER 5 - CONCLUSIONS
Summary of Finding:
From the above analysis and the calculations, the most successful source of
recruitment is through Job portals, which contributes to over 54.5% of the recruitment
and having an effectiveness of 0.236.
The next best source of recruitment for this company is through referrals, which
contribute to 36 % of the recruitment in the company and having an effectiveness of
0.127.
For this company of the organization, the least effective source of recruitment is Walk
ins, which has a percentage of 9.09% and an effectiveness of 0.036.
Suggestion & Recommendations:
This material can be used as a base to further analyze the recruitment sources. This
model can be applied to other branch that needs to look into the sources of
recruitment. Further the study is for the recruitment for a period of one month for a
particular company. This study can further be expanded to yield better results.
The study has shown that for this particular branch, the best source of recruitment is
through job portals and the next best source is through referrals.
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The recruiters can build on this advantage and focus on recruiting more through job
portals and referrals for this particular company.
Conclusion:
The study concludes that the most effective source of recruitment for this particular
branch is through job portals.
The major advantages of recruiting through job portals are observed as reductions in
cost and time saved in sorting and selection processes among the others.
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REFERENCES
Book :
1. Human Resource Management, Pattanayak Biswajeet Phi Learning (2010)
2. Human Resource Management, Aswathappa Tata Mgraw Hill (2008)
3. Human Resource Management, George W. Bohlander-arizona State
University , Scott A. Snell-cornell University , George W. Bohlander , Scott A.
Snell , South Western (2007)
Website :
1. http:// www. e4e .com
2. www.HRprofessor.com
3. www.hr-guide.com
4. http://www.citehr.com