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CHAPTER ONE - INTRODUCTION
INDUSTRY PROFILE
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 (BPO) 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 (BPO) 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.
Different Types of Services Being Offered By BPO's
1. Customer Support Services
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2. Technical Support Services
3. Telemarketing Services, Services
4. Insurance Processing
5. Data Entry Services / Data Processing Services
6. Data Conversion Services
7. Scanning, OCR with Editing & Indexing Services
8. Book Keeping and Accounting Services
9. Form Processing Services
10.Internet / Online / Web Research
Challenges for a HR Professional in BPO
1. Brand equity: People still consider BPO to be "low brow", thus making it
difficult to attract the best talent.
2. Standard pre-job training: Again, due to the wide variety of the jobs,
lack of general clarity on skill sets, etc, there is no standard curriculum,
which could be designed and followed.
3. Benchmarks: There are hardly any benchmarks for compensation and
benefits, performance or HR policies. Everyone is charting their own
course.
4. Customer-companies tend to demand better results from outsourcing
partners than what they could actually expect from their own
departments. "When the job is being done 10,000 miles away, demands
on parameters such as quality, turn around timeliness, information
security, business continuity and disaster recovery, etc, are far higher
than at home. So, how to be more efficient than the original?
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5. Lack of focused training and certifications: Given
this background, the recruiting and compensation
challenges of HR departments are only understandable.
Key To success
The key to success in ramping up talent in a BPO environment is a rapid
training module. The training component has to be seen as an important sub-
process, requiring constant re-engineering.
Business Process Outsourcing: The Top Rankers
1. Genpact India Pvt. Ltd.
2. Tata Consultancy Services BPO
3. WNS Global Services (P) Ltd
4. Aegis Ltd
5. Wipro BPO
Few Employee Benefits Provided By Majority of the BPO Companies
Recreation, Cafeteria, ATM and Concierge facilities: The recreation
facilities include pool tables, chess tables and coffee bars. Companies
also have well equipped gyms, personal trainers and showers at facilities
Cellular Phone / Laptop: Cellular phone and / or Laptop is provided to
the employees on the basis of business need. The employee is
responsible for the maintenance and safeguarding of the asset.
Performance based incentives: In many BPO companies they have plans
for , performance based incentive scheme. The parameters for
calculation are process performance i.e. speed, accuracy and
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productivity of each process. The Pay for
Performance can be as much as 22% of the salary.
Flexi-time: The main objective of the flextime policy is to provide
Opportunity to employees to work with flexible work schedules and set
out conditions for availing this provision.
Wedding Day Gift: Employee is given a gift voucher of Rs. 2000/- to Rs.
7000/- based on their level in the organization.
Why people prefer to join BPO's?
In general a person with any graduation can join any of the BPO. Some BPO's
like to take people with MBA but then again the specialization are of an
individual hardly makes any difference. Again, this is the industry; where there
is no reference checks and very often people don't even specify there exact
age. Some of the reasons as why people prefer to join a BPO
1. Did not get a better job.
2. Find nothing better to do.
3. Education level doesn't matter
4. Good work environment
5. Good Benefits
6. Flexibility of time
7. Attractive life style
8. Transport facility
Why people leave the BPO's?
When there are so many benefits associated with BPO industry. When there
are so many privileges for the BPO employees than what makes them to
change the company/industry?? Is it only MONEY that matters or anything else
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as well?? Here are some of the reasons for a BPO
professional to change his/her job.
1. No growth opportunity/lack of promotion
2. For higher Salary
3. For Higher education
4. Policies and procedures are not conducive
5. No personal life
6. Physical strains
INTRODUCTION TO TOPIC
RECRUITMENT refers to the process of attracting, screening, and selecting
qualified people for a job at an organization or firm. Recruitment includes
sourcing candidates by advertising or other methods, and screening and
selecting potential candidates using tests or interviews.
SELECTION involves the series of steps by which the candidates are screened
for choosing the most suitable persons for vacant posts. Selection results in a
contract of service between the employer and the selected employee.
Meeting the demands of today’s changing business environment requires
building an efficient staff. For high growth organizations, attracting, hiring and
retaining the right candidate is critical. By adding the right players to the team
it will have a source of competitive advantage. Attracting the wrong candidate
will have difficulty in meeting the strategic goals and objectives. The first
challenge is to generate a labour pool that is large enough for the company to
draw on when searching for top talent. The second is to develop an effective
process for screening and selecting the best candidates for different jobs. But
finding and retaining quality employees can pose a challenge. It is difficult for
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the companies to find a large number of efficient
candidates and attract them to apply for jobs.
Recruitment and selection is the process of identifying the need for a job,
defining the requirements of the position and the job holder, advertising the
position and choosing the most appropriate person for the job. Undertaking
this process is one of the main objectives of management. Indeed, the success
of any business depends to a large extent on the quality of its staff. Recruiting
employees with the correct skills can add value to a business and recruiting
workers at a wage or salary that the business can afford, will reduce costs.
Employees should therefore be carefully selected, managed and retained, just
like any other resource
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RECRUITMENT PLANNING
There are a number of possible reasons as to why a business may have to
recruit more employees:
Business is expanding due to:
Increasing sales of existing products
Developing new products
Entering new markets
Existing employees leaving to work with competitors or other local
employers
Existing employees leaving due to factors such as retirement, sick leave,
maternity leave
Business needs employees with new skills
Business is relocating – and not all the existing workforce wants to move
to the new location
In each of these circumstances a business will normally carry out Workforce
Planning to find out how many workers and what types of workers are
required. The workforce plan will establish what vacancies exist and managers
then need to draw up a job description and job specification for each post.
A job description is a detailed explanation of the roles and responsibilities of
the post advertised. Most applicants will ask for this before applying for the
job. It refers to the post available rather than the person.
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A job specification is drawn up by the business and sets
out the kind of qualifications, skills, experience and
personal attributes a successful candidate should possess. It is a vital tool in
assessing the suitability of job applicants and refers to the person rather than
the post.
These documents are an important part of the recruitment and selection
process and provide the basis as to where the job may be advertised and
whether an applicant is suitable for the post. They also help provide a
framework for questions to be asked at an interview.
JOB ANALYSIS
Job Analysis is a systematic exploration, study and recording the
responsibilities, duties, skills, accountabilities, work environment and ability
requirements of a specific job. It also involves determining the relative
importance of the duties, responsibilities and physical and emotional skills for
a given job. All these factors identify what a job demands and what an
employee must possess to perform a job productively.
RECRUITMENT METHODS
The methods of recruitment open to a business are often categorized into:.
1. Internal Recruitment - is a recruitment which takes place within the
concern or organization. Internal sources of recruitment are readily
available to an organization. Internal sources are primarily three -
Transfers, promotions and Re-employment of ex-employees. Re-
employment of ex-employees is one of the internal sources of
recruitment in which employees can be invited and appointed to fill
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vacancies in the concern. There are situations when
ex-employees provide unsolicited applications also.
External Recruitment - External sources of recruitment have to be
solicited from outside the organization. External sources are external to
a concern. But it involves lot of time and money. The external sources of
recruitment include - Employment at factory gate, advertisements,
employment exchanges, employment agencies, educational institutes,
labour contractors, recommendations etc.
Advantages Disadvantages
Internal
Recruitment
Cheaper and quicker to recruit Limits the number of potential
applicants
People already familiar with the
business and how it operates
No new ideas can be introduced
from outside the business
Provides opportunities for
promotion with in the business –
can be motivating
May cause resentment amongst
candidates not appointed
Business already knows the
strengths and weaknesses of
candidates
Creates another vacancy which
needs to be filled
External
Recruitment
Outside people bring in new ideas Longer process
Larger pool of workers from which
to find the best candidate
More expensive process due to
advertisements and interviews
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required
People have a wider range of
experience
Selection process may not be
effective enough to reveal the
best candidate
EMPLOYEE SELECTION
Employee Selection is the process of putting right men on right job. It is a
procedure of matching organizational requirements with the skills and
qualifications of people. Effective selection can be done only when there is
effective matching. By selecting best candidate for the required job, the
organization will get quality performance of employees. Moreover,
organization will face less of absenteeism and employee turnover problems. By
selecting right candidate for the required job, organization will also save time
and money. Proper screening of candidates takes place during selection
procedure. All the potential candidates who apply for the given job are tested.
The Employee selection Process takes place in following order-
1. Preliminary Interviews
2. Application blanks
3. Written Tests
4. Employment Interviews
5. Medical examination
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6. Appointment Letter Job applications
For many jobs, a business will ask applicants to provide
Curriculum Vitae (CV). This is a document that the applicant designs providing
the details such as:
Personal details Name, address, date of birth, nationality
Educational history Including examination results, schools/universities
attended, professional qualifications
Previous employment
history
Names of employers, position held, main achievements,
remuneration package, reasons for leaving
Suitability and reasons
for applying for the job
A chance for applicants to ‘sell themselves’
Names of referees Often recent employer or people who know applicant
well and are ideally independent
Sometimes job applicants are asked to fill in a firm’s own application form.
This is different from a CV in that the employer designs it and sends it to
applicants, but it will still ask for much of the same information. It has the
benefit over a CV in that a business is able to tailor it to their exact needs and
ask specific questions. Once a business has received all the applications, they
need to be analyzed and the most appropriate form of selection decided upon.
When analyzing applications, a business will normally split the applications into
three categories.
Those to reject Candidates may be rejected because they may not meet the
standards set out in the job specification such as wrong
qualifications or insufficient experience or they may not
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have completed the application form to a satisfactory
standard
Those to place on a
short list
Often comprises 3-10 of the best candidates who are asked
to interview
Those to place on a
long list
A business will not normally reject all other candidates
immediately but keep some on a long list in case those on
the short list drop out or do not appear suitable during
interview. The business would not want to incur costs
putting them through the selection process, such as
interviews, unless they have to
SELECTION INTERVIEWS
An interview is the most common form of selection and it serves a very useful
purpose for both employer and job candidate. The main benefits of an
interview include:
For the Employer:
Information that cannot be obtained on paper from a CV or application
form
Conversational ability - often known as people skills
Natural enthusiasm or manner of applicant
See how applicant reacts under pressure
Queries or extra details missing from CV or application form
For the Candidate
Whether job or business is right for them
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What the culture of company is like
Exact details of job
There are though other forms of selection tests that can be used in addition to
an interview to help select the best applicant. The basic interview can be
unreliable as applicants can perform well at interview but not have the
qualities or skills needed for the job.
Other selection tests can increase the chances of choosing the best applicant
and so minimize the high costs of recruiting the wrong people. Examples of
these tests are aptitude tests, intelligence tests and psychometric tests (to
reveal the personality of a candidate).
Once the best candidate has been selected and agreed to take up the post, the
new employee must be given an employment contract. This is an important
legal document that describes the obligations of the employee and employer
to each other (terms and conditions) as well as the initial remuneration
package and a number of other important details.
Factors Affecting Recruitment
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CHAPTER TWO- COMPANY PROFILE
OVER VIEW
Gratitude India is an ISO 9001:2008 certified premier recruitment firm in the
ITES/Aviation/BPO industry founded in the year 2004 by Mr Akhil Ahluwalia.
We have a total of 9 years of recruitment experience especially in the
Recruitment industry. We have an excellent database of trained professionals
& are well-equipped to cater to vast range of manpower requirements of our
partners. Gratitude India is the biggest consultancy in BPO Space having 6
branches and tie-ups with more than 10 Recruitment Consultancies who
source on behalf of Gratitude India. We are the only national level consultancy
doing BPO Recruitments in India. We have also diversified our recruitment
expertise into banking, aviation, health & fitness industry. Gratitude Has Been
Rated By CARE (Credit Rating Agency) where it has received outstanding rating
for Se 2a. We have placed more than 50000 Candidates across India in all
major BPO's, Insurance, Airlines & E-commerce. We specialize in mass hiring
and cater to every major international BPO in all cities of India (They cater to
31 different International BPOs). Gratitude India has its offices across India in
metro cities like Bangalore, Pune, Delhi, Chennai, Hyderabad with its head
quarters at Mumbai.
MANAGEMENT TEAM
DIRECTOR : Akhil Ahluwalia (B.com, MBA Welingkar).
HR MANAGER (BDM): Anoop Sharma (B.com, MBA)
CLIENT SERVICING MANAGER : Sumeet Dubey (MBA)
HUMAN RESOURCES: Jahanvi Mehta (BA, PGDHRM)
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FINANCE: Charudutta Pawaskar (BCom,Mcom)
MISSION
To empower clients by recruiting exceptionally superior personnel with
passion and professional rigour and in turn enhance the net worth of our
client’s human capital and unleash their human potential to the maximum
VISION
• To achieve client delight by focusing on value adding activities
throughout our value chain
• To be the preferred recruitment partner for our partner companies.
• To be the destination of choice for prospective candidates.
• To provide a one-stop-shop for all our client requirements.
OUR VALUES
Leadership: The courage to shape a better future.
• Integrity: Be real.
• Accountability: If it is to be, it's up to me.
• Passion: Committed in heart and mind.
• Quality: What we do, we do well.
• Excellence: Whatever we do, we do the best.
OUR STRENGTHS
• Recruitment experience of 9 years.
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• State-of-the art infrastructure.
• Experience in mass recruitments.
• Highly qualified & trained professionals
• Timely Service delivery.
• Passion & attitude
RECRUITMENT CYCLE
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Sourcing
Screening
Shortlisting
Selection
Lead Generatio
n
Recruitment Procedure
We understand that your employees are your most valuable investment, and
feel honored being entrusted with such a significant responsibility. Gratitude
India, therefore, will go to any extent necessary, to uphold the confidence that
you, our clients, place in us.
We follow a stringent recruitment procedure to ensure that your ‘human
capital’ investment is well preserved. The result focused process from start to
finish, is comprehensive, methodical and organized.
In-depth assessment of client’s needs: This, we consider among the
most important steps that determine our eventual performance. Our HR
experts take a proactive approach for an in-depth analysis of the
employer’s exact needs. Besides the skills being sought, understanding
the role and responsibilities that the candidate would be accountable
for, is a significant part of our client requirement analysis. We do a
detailed review of all aspects of the company; including the components
of its business activities, work-culture and industry practices, to make
our candidate selection full proof.
Search/Hunt for the Ideal candidate(s): Our search executive team
takes over at this step. This team is detailed and clarified on the talent
that is being sought, by the HR team. They scan our extensive talent
database besides probing other resources (local and national), to short-
list potential candidates. These are then screened through preliminary
interviews, to discover their qualifications, skills, level of competence,
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work ethics, experience and past references. We
leave no stone unturned for headhunting the right
candidates.
Selection: This step involves a point by point check to ensure a perfect
match between the professional and the job profile. The candidates who
pass the pre-screening are more rigorously interviewed by our team of
HR and industry-specific experts, which make the final selections. They
re-examine the candidates’ skills and levels of competency; and verify
the claimed qualifications and experience. Feedback is also obtained
from their previous employers through the provided references. In fact,
several of our candidates hold experience of overseas employment,
because of their prior recruitment through us, for our other clients.
Presentation to the employer: This step encompasses presenting our
client with details of this final selection so they can take their picks. This
is mostly done via electronic communication (phone, email, video
conferencing); while employers are also welcome to visit us in our office
for the same. Once the employers have made their choice(s), our
negotiators get involved, to ensure that the professionals are recruited
at the most competitive pay scales.
As a matter of fact, we boast of clients who feel needless to go through
the credibility of our final selection. Most of our clients are instilled with
high confidence, in our state-of-the-art techniques, after our very first
pact with them.
Recruitment: This step involves the final agreement and the issuance of
conditional offer, following which our pre-departure associates assist the
recruited professionals with the necessary formalities. They help the
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Candidates through the required documentation
including medical and visa/emigration clearances; and
flight arrangements (ticketing) for their departure. The candidates’ arrival at
the overseas destination and their first reporting on-site, are also coordinated
by our officers.
Connecting People and Purpose
We recognize in this growth market, that value can be hard to find. You want
results; a shortlist of a few talented people who are right for your business,
within your timeframes. We understand your challenges and are committed to
achieving your objectives. Gratitude India is an Agency of recruitment
specialists. We partner with clients to deliver guaranteed outcomes. Our
diverse clients value the advice provided by our recruitment consultants,
because of their experience in individual market-sectors. Our specialist
industry focus ensures that only well-qualified talent is recommended. We
customize our services to suit your business.
Insight: Insight tells you something you didn’t know, or knew intuitively. We
develop an insight into your business when we are both analyzing all current
knowledge then applying our judgment and deep experience to form a clear
vision of your company’s needs. We guarantee that we deliver the best talent
needed to help you achieve your goals.
Boldness: Boldness is defined as the ability to speak up clearly and
confidently, even when in an uncomfortable situation. We apply Boldness in
our advice to you. We will ensure you have clarity of the issues and quality of
advice throughout our work, and we aggressively pursue the best candidates
to ensure your success.
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Commitment: Commitment ignites action, with a
steadfast fixity of purpose. We are singularly focused on serving our clients and
we look for opportunities to go the extra mile to make them successful.
DEPARTMENTS OF THE ORGANIZATION
OPERATIONS DEPARTMENT
The function of the operations department in a company is to take inputs and
fashion them into outputs for customer use. Inputs can be concrete physical
objects, data driven, or service driven. The outputs can be intended for
consumer use or for business use. The goal of operations is to create an end
service in the most economic and efficient way possible.
Creation
The foundation of every operations department is the creation of
services.
Customer Service
In many companies, the operations department contains the customer-
facing customer service department that addresses the needs of the
customer after the purchase of goods or services. The support function
usually is served through phone, online or mail based support.
Profit
The main function of the production and operations department is to
produce a service that creates profit and revenue for the company.
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Actualization of profit requires close monitoring of
expenses, production methodology and cost of
inputs.
Evaluation
Every production and operations department must function as self-
evaluating entity that monitors the quality, quantity, and cost of goods
produced. Analysis usually takes the form of statistical metrics,
production evaluation and routine reporting.
Tasks
Common task functions in the operation department include forecasting,
scheduling, people management, skill hunting, conducting interview,
flow analysis and reporting.
Fulfilment
Operations department typically functions as a fulfilment entity that
ensures the timely delivery of the output to the customers.
Analysis
Standard analysis functions in an operations department include critical
path analysis, utilization analysis, capacity analysis, just-in-time analysis
of inputs, quality metrics analysis and break-even analysis.
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HUMAN RESOURCE DEPARTMENT
The role of Human resource department is in charge of recruiting, training, and
the dismissal of employees in an organization.
Recruitment and selection
Training programmes
Training programs are held by the HRD to improve the employee’s skills, as
well as to motivate them.
There are three main types of training:
1. Induction training
2. on-the- job training
3. Off-the-job training
Manpower Planning
The HR department needs to think ahead and establish the number and skills
of the workforce required by the business in the future. Failure to do this could
lead to too few or too many staff or staff with inappropriate needs.
Dismissal and Redundancy (retrenchment)
Dismissal is where a worker is told to leave their job due to unsatisfactory work
or behaviour.
Redundancy is when the business needs to reduce the number of employees
either because it is closing down a branch or needs to reduce costs due to
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falling profits. It may also be due to technological
improvements, and the workers are no longer needed.
Marketing department
These are the main section of the market departments:
Sales department is responsible for the sales and distribution of the
products to the different regions.
Research & Department is responsible for market research and testing
new products to make sure that they are suitable to be sold.
Promotion department decides on the type of promotion method for
the products, arranges advertisements and the advertising media used.
Distribution department transports the products to the market.
Finance Department
Book keeping procedures
keeping records of the purchases and sales made by a business as well
as capital spending.
Preparing Final Accounts
Profit and loss account and Balance Sheets
Providing management information
Managers require ongoing financial information to enable them to make
better decisions.
Management of wages
the wages section of the finance department will be responsible for
calculating the wages and salaries of employees and organizing the
collection of income tax and national insurance for the Inland Revenue.
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Raising Finance
The finance department will also be responsible for
the technical details of how a business raises finance e.g. through loans,
and the repayment of interest on that finance. In addition it will
supervise the payment of dividends to shareholders.
CORPORATE COMMUNICATIONS DEPARTMENT
Corporate communications departments play a key role in how investors,
employees and the general public perceive a company. They often report
directly to a company’s chief executive officer and serve as advisers in
managing a company’s reputation. They help leaders prepare for media
interviews, develop messages to deliver to investors and employees and
suggest new initiatives to keep companies on the cutting edge of
communication with their stakeholders.
Media Relations
This may be the function for which corporate communication managers are
best known. Media relations work includes writing and distributing news
releases and responding to media inquiries. Corporate communicators oversee
all planning for news conferences, including selecting the site for an event,
arranging for banners and other graphics to be displayed at the event,
preparing packets of information to distribute to the media and preparing
executives to speak at news conferences. Media relations also involve
arranging for spokespersons to appear on local television and radio programs.
Corporate communicators monitor newspapers, television news broadcasts
and other outlets to see what the media is saying about the company and to
devise strategies to address misinformation.
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Public Relations
Building relationships with customers and responding to inquiries from the
public fall under the public relations function of corporate communications.
Duties in this area include producing newsletters, brochures and other printed
materials designed for the general public. Corporate communicators also
manage a company’s website and social media presence, which includes
monitoring what customers and clients are saying about the company on social
networking websites and responding to inaccurate posts or requests for
information. Communication professionals may respond directly to calls and
emails from citizens and customers with questions about a company’s plans or
activities. They arrange for speakers from the company to make presentations
to local community groups and may facilitate group tours of a company’s
operations.
Crisis Communication
When an event occurs that threatens public safety or a company’s reputation,
corporate communicators function as advisers to CEOs and senior leaders in
managing the crisis. Special training in the issues unique to crisis
communication helps corporate communicators prepare for events such as
chemical spills, violence in the workplace, an accidental death on the job,
layoff announcements and allegations of company wrongdoing. They often
work with staff throughout their organizations to develop crisis communication
plans before disaster strikes. A crisis may require communications staff to work
with attorneys, government regulators, political officials, emergency response
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personnel and communications staff from other
companies when developing crisis messages.
Employee Communications
In addition to conveying a company’s messages to external audiences,
corporate communicators may also be called on to function as employee
communications managers, which include designing printed publications and
writing emails to announce company news, benefits information and training
opportunities. Corporate communicators may facilitate focus groups to learn
what issues matter most to front-line employees. They advise senior leaders on
how to improve relationships with their staff and gain support for their
initiatives. The corporate communications staff may also manage a company’s
Intranet and internal blogs.
INFORMATION TECHNOLOGY AND TELECOMMUNICATIONS DEPARTEMENT
Information technology (IT) and Telecommunications (Telecom) has become a
vital and integral part of every business plan. From multi-national corporations
who maintain mainframe systems and databases to small businesses that own
a single computer, IT and telecom play a role. The reasons for the omnipresent
use of computer technology in business can best be determined by looking at
how it is being used across the business world.
Communication
For many companies, email is the principal means of communication between
employees, suppliers and customers. Email was one of the early drivers of the
Internet, providing a simple and inexpensive means to communicate. Over the
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years, a number of other communications tools have also
evolved, allowing staff to communicate using live chat
systems, online meeting tools and video-conferencing systems. Voice over
internet protocol (VOIP) telephones and smart-phones offer even more high-
tech ways for employees to communicate.
Inventory Management
When it comes to managing inventory, organizations need to maintain enough
stock to meet demand without investing in more than they require. Inventory
management systems track the quantity of each item a company maintains,
triggering an order of additional stock when the quantities fall below a pre-
determined amount. These systems are best used when the inventory
management system is connected to the point-of-sale (POS) system. The POS
system ensures that each time an item is sold, one of the items is removed
from the inventory count, creating a closed information loop between all
departments.
Data Management
The days of large file rooms, rows of filing cabinets and the mailing of
documents is fading fast. Today, most companies store digital versions of
documents on servers and storage devices. These documents become instantly
available to everyone in the company, regardless of their geographical
location. Companies are able to store and maintain a tremendous amount of
historical data economically, and employees benefit from immediate access to
the documents they need.
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Management Information Systems
Storing data is only a benefit if that data can be used
effectively. Progressive companies use that data as part of their strategic
planning process as well as the tactical execution of that strategy.
Management Information Systems (MIS) enable companies to track sales data,
expenses and productivity levels. The information can be used to track
profitability over time, maximize return on investment and identify areas of
improvement. Managers can track sales on a daily basis, allowing them to
immediately react to lower-than-expected numbers by boosting employee
productivity or reducing the cost of an item.
Customer Relationship Management
Companies are using IT and telecom to improve the way they design and
manage customer relationships. Customer Relationship Management (CRM)
systems capture every interaction a company has with a customer, so that a
more enriching experience is possible. If a customer calls a call center with an
issue, the customer support representative will be able to see what the
customer has purchased, view shipping information, call up the training
manual for that item and effectively respond to the issue. The entire
interaction is stored in the CRM system, ready to be recalled if the customer
calls again. The customer has a better, more focused experience and the
company benefits from improved productivity
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INTERVIEW CABIN :
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RECRUITER BAY:
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CANDIDATE WAITING AREA:
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Our Services
Because every client is unique, our solutions often vary by client yet the results
never do. Regardless of whether we are providing individual recruitment
support services or a fully outsourced recruitment process, we offer the best
possible candidates with our personal guarantee. We are so confident that you
will get the right person that we guarantee to replace the candidate if he or
she leaves within 6 months of appointment.
Our Candidates
We match accomplished candidates with the right employers who appreciate
their talent and experience. We treat every candidate with respect and dignity,
communicating every step of the way to make the experience stress-free. We
use behavioural interviews for our discussions and thoroughly check
references and academic qualifications.
Value and Commitment
On Talent has gained a reputation for listening to our clients’ challenges and
customising creative and practical solutions for their business needs.
Our customised approach ensures value and results.
Our commitment is to provide you with a limited number of highly
qualified candidates, and advise both parties to ensure a successful
outcome.
In addition, when retained, we provide a six month guarantee that the
employees placed by OnTalent will make long-lasting contributions to
your company, or we will replace them with no charge for our services.
33
OUR ORGANISATION STRUCTURE
34
Director Bussiness operation head
Finance head
Employee 1
Employee 2
Marketting head
Employee 1
Employee 2
Human resource head
Recruitment & Selection head
Personnel Department
Training and Development head
Administrationhead
SWOT ANALYSIS OF GRATITUDE INDIA
Strengths
Strong Management
Highly skilled, English-speaking workforce.
Abundant manpower
Cheaper workforce than their Western counterparts. According to
Nasscom, The wage difference is as high as 70-80 percent when
compared to their Western counterparts.
Lower attrition rates than the counterparts.
Dedicated workforce aiming at making a long-term career in the field.
Round-the-clock advantage for Western companies due to the huge time
difference.
Lower response time with efficient and effective service.
Operational excellence
Conducive business environment
Weaknesses
Online Presence
Time Management
Limited Diversification
Local Infrastructure
Political opposition from developed countries
Opportunities
Online market
35
Emerging Markets
New Service
International Expansion
Threats
Intense Competition
Volatile costs
Regulatory Nightmares
Losing Competitive Advantage
OUR CLINTELES
36
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CLIENT LIST
• JP morgon
• Indigo
• 3g
• Intelenet
• WNS
• Sutherland
• IBM
• Convergys
• Zenta
• Streams
• HDFC Life Insurance
• Kotak Life Insurance
• TATA AIG
• TCS.
• HDFC.
• Religare
• Kingfisher Airlines
• Axis Bank.
• Star CJ Alive
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• Accenture.
• Snap Deal
• Firstsource
OUR BRANCES
Mumbai: –
303, Platinum Mall, Near BMC Office, Opp Ghatkoper Station, Ghatkopar
(E).
Delhi: –
Gratitude India, C-4, Malaviya Nagar, Main Market, Near Sagar Ratna
Restaurant, Opp New Moti sweet store, Delhi.
Bangalore: -
505, Barton Center, 5’Th Floor, MG Road, Shivaji Nagar, Near MG Road
Metro Station, Bangalore.
HIGHLIGHTS
• Awarded the “Platinum Partner” status by clients like TCS, Firstsource,
Fitness First, and JP.
• Rated as one of the topmost recruitment firm in the BPO/Aviation space
in terms of delivery, infrastructure & HR professionals.
• Ranked as the NO# 1 Consultancy by Intelenet Global Services.
39
CHAPTER 3 -METHODOLOGY OF THE STUDY
The study is conducted on Recruitment and Selection
process in the company. Detailed report is prepared on the basis of records
available in the company on the recruitment and selection of the employees. A
survey conducted to understand the perception of the employees on the
recruitment and selection process in the company and also analyze the
effectiveness of the recruitment process.
TITLE: An organizational study of Gratitude India with reference to
recruitment and selection process
RESEARCH TYPE
EXPLORATRY
Exploratory type of research was followed and the questionnaire method
(systematic method of gathering information) was used.
STATEMENT OF PROBLEM
Recruitment and selection is a challenging job in every organization that
‘Selecting the right candidate, at a right time, for a right job’. Which leads
problematic some time when the candidate in not productive to the
organization. The criteria used for recruitment has to be effective otherwise it
is difficult to fulfill the objective of recruitment and place right man on right job
at a right time. Hence the study is taken to understand the existing practices of
recruitment and find out the effectiveness of recruitment and selection.
Here we try to analyze whether the present Recruitment and Selection process
is satisfactory or not. In today’s competitive world recruiting potential
40
candidate is tough enough recruiting wrong people will
become liability to the organization. Organization should
avoid such situation. Hence the effectiveness of Recruitment and Selection
process will help the management to avoid such situation with the view in
mind the project was undertaken.
OBJECTIVE OF THE STUDY
To identify the most effective source of recruitment in the company.
DATA COLLECTION METHODS
• Primary Data: The primary data is collected through the personal
interview with the HR manager and the other employees of the HR circle.
Observations are made on the recruitments that will be conducted at the time
of the study through questionnaires and interview.
• Secondary Data: The secondary data is collected through the reference of
the company website, company literatures, magazines, journals and books on
the topic.
SAMPLING TECHNIQUE
Sampling method: convenience sampling technique is used.
Sampling size: the sample size selected here is 50. Which is 10
percent of the total employees in the organization? The
targeted respondents are middle level and low level
employees.
SCOPE OF THE STUDY
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Recruitment and selection process both are seems to
be easy at process but very difficult tasks when comes to
implementation and work in reality.
Both recruitment and selection procedure are interdependent one leads to
another success. The successful recruitment process ends selection process
very easily and effectively.
“Recruitment and selection both are two faces of one coin“.
This study helps in understanding how the recruitment and selection process
takes place in the HR department often in hiring the suitable employees
Limitations of study
I. The collected data using the questionnaire cannot gather more
information.
II. Bias of the respondents is another problem as they did not reveal
their real feelings.
III. The busy schedule of the management staff and was operatives
another reason which hampered data collection.
IV. Time constraints being one of the major limitations.
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CHAPTER FOUR- DATA ANALYSIS AND
INTERPRETATION
4.1 Table Showing age of the respondents.
Age No of respondents % of the respondents
18-25 25 50
26-35 20 40
36-45 5 10
Above 45 0 0
Total 50 100
Analysis : From the above table we infer that most of them i.e 50% of the
respondents were of the age group 18-25, 40% of them were 26-35,
10%were 36-45 and none of them were above 45.
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4.1 graph showing age of the respondents
18-25 26-35 36-45 above 450
10
20
30
40
50
60
age froup of respondents
INTERPRETATION: From the above graph we can conclude that 50% that is
the majority of the respondent’s age lies between 18-25.
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4.2 Table containing stages involved in selecting
the candidate.
Stages involved in
selection
No. of respondents % of respondents
1 step 5 10
2 steps 10 20
3 steps 25 50
4 steps 5 10
More 5 10
Total 50 100
ANALYSIS: How many stages are involved in selecting the candidate?
Out of 50 respondents for the stages involved in selection, only 10% have
chosen step 1 , 20% have chosen 2 steps ,50% has chosen 3 steps , and 4 steps
and more have 10% each.
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4.2 graph showing Stages involved in selecting
the candidate
1step 2 steps 3 steps 4 steps more0
10
20
30
40
50
60
stages involved in selecting the candidate
INTERPRETATION: From the above graph we can conclude that majority of
the respondents go with step 3. Thus 3 steps are more effective.
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4.3 Table containing tests adapted during the
process of recruitment.
ANALYSIS: what is the most effective test adapted during the process of
recruitment?
Out of 50 respondents for the stages involved in selection, only 16% have
chosen written test , 13% have chosen aptitude test ,10% has chosen GD, and
40% have chosen personal interview and 4% for psychometric test.
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Tests adapted No. of respondents % of respondents
written 8 16
aptitude 15 13
Group discussion 5 10
Personal interview 20 40
Psychometric test 2 4
others 0 0
total 50 100
4.3 graph showing tests adapted during recruitment
process
written
apptitude
group disc
ussion
personal
intervie
w
psychometi
c
others0
5
10
15
20
25
30
35
40
45
tests adapted during process
INTERPRETATION: from the above graph we can conclude that majority of
the respondents go with personal interview. Hence personal interview is the
most effective test adapted in the process of recruitment.
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4.4 Table containing important quality the
organisation looks for in a candidate.
Important qualities No of respondents %of respondents
Knowledge 15 30
Past Experience 5 10
Optimistic Nature 5 10
Discipline 10 20
Team Work Ability 10 20
others 5 10
ANALYSIS: which important quality does the org look for in a candidate?
Out of 50 respondents for the stages involved in selection, 30% have chosen
knowledge, 10% have chosen past experience and 10 % have also chosen
optimistic nature, discipline and teamwork ability both have 20% each, and
10% have chosen other qualities .
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4.4 graph showing the most important quality the
organisation looks for in a candidate
Knowledge
Past Ex
perien
ce
Optimistic N
ature
Disciplin
e
Team
Work
Ability
others0
5
10
15
20
25
30
35
Important quality in a candidate
INTERPRETATION: from the above graph we can conclude that majority of
the respondents feel knowledge is the most important quality the organization
looks for in a candidate.
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4.5 Table showing if job advertisements attract
most talented candidates according to the
respondent’s point of view.
Point of view about job
advertisements
No of respondents % of respondents
Always True 35 70
Sometimes 14 28
Very rarely 1 2
False 0 0
Total 50 100
ANALYSIS: from the above table it shows that 70% of the respondents say
that it is always true that job advertisements of the company attracts talented
candidates, 28%say that this is sometimes true and 2%think this case is very
rare.
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4.5 graph showing if job advertisements attracts
candidates.
Always True Sometimes Very rarely False 0
10
20
30
40
50
60
70
80
job adverisements attract can-didates.
INTERPRETATION: from the above graph we can conclude that 70% that is
the majority of the respondents feel that job advertisements really attract
talented candidates.
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4.6 Table showing recruitment in gratitude India
is free from discrimination on the basis of
caste /religion /linguistic backgrounds.
Discrimination No of respondents % of respondents
Always true 38 76
sometimes 8 16
Very rarely 3 6
false 1 2
Total 50 100
ANALYSIS: the above table shows that 76% odd the respondents agree that
gratitude India is free from this kind of discrimination, 16 % think sometimes,
and 6% feel this happens very rarely, and 2% feel there is discrimination.
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4.6 Graph showing recruitment is free from
discrimination
Always true sometimes Very rarely FALSE0
10
20
30
40
50
60
70
80
free from discrimination
INTERPRETATION: from the above graph we can conclude that the majority
of the respondents (76%)feel there is no discrimination in gratitude India based
on caste religion or any linguistic boundaries.
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4.7 Table showing that gratitude India has given
adequate information about the company at the
time of the interview.
Gratitude india
information
No of respondents % of respondents
yes 40 80
No 0 0
Partially 10 20
total 50 100
ANALYSIS: from the above table we infer that 80% of the respondents
agree that gratitude gives adequate information about the company
during interviews, and 20% feel partial information is given. So the
company can be more specific before the interviews to increase trust
between company and employee
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4.7 graph showing if information about the
company is given during interview.
yes no partially0
10
20
30
40
50
60
70
80
90
information about gratitude
INTERPRETATION: from the above graph we can conclude that majority of
the respondents that is 80% of them say yes and agree that adequate
information about the company is given at the time of the interview.
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4.8 Basic qualification required for a job title
qualifications No of respondents % of respondents
graduate 27 54
Post graduate 0 0
Work experience 10 20
others 13 26
total 50 100
ANALYSIS: from the above table we can infer that 54% respondents say only
graduates can get a job title, 20% say it’s based on work experience and 26%
say it’s influenced by other factors as well.
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4.8 graph showing basic qualification for job title
graduate Post graduate Work experience others0
10
20
30
40
50
60
qualification
INTERPRETATION: From the above graph we can conclude that the basic
qualification in order to get a job is you must be a graduate, since Majority of
the respondents that is 54%of them have chosen it.
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4.9 Table showing what makes the respondents
hold on to their job in gratitude India
Reason No of respondents %of respondents
Flexi hours 4 8
Work culture 4 8
Employee benefits 16 32
All of the above 26 52
Total 50 100
ANALYSIS : from the above table we infer that 8% feel that flexi hours and
work culture each is the reason for them to hold on to their jobs, where as
32% feel it’s due to the employee benefits , 52% go with all of the above saying
all the factors above make them more work bound.
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4.9 graphs showing the reason for the respondents to
hold on to their jobs.
Flexi
hours
Work
cultu
re
Employe
e ben
efits
All of th
e above
0
10
20
30
40
50
60
reason to hold on to the job
INTERPRETATION : from the above graph we can conclude that the main
reason for the employees of gratitude India to hold on to their jobs are flexi
hours , work culture and the employee benefits since majority of the
respondents that is 52% of them feel All the above factors influence them to
hold on to their jobs.
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4.10 Table showing of the present recruitment
and selection process is helpful in achieving the
goals of the company.
Helpful in achieving
goals
No of respondents % of respondents
yes 45 90
no 5 10
total 50 100
ANALYSIS: from the above table we can infer that 90% of the respondents
say yes and agree that the processes they use are helpful for the company to
reach their goals whereas 10% of the respondents disagree with the above
statement.
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4.10 graph showing present recruitment and
selection process is helpful in achieving the goals
of the company.
yes no 0
10
20
30
40
50
60
70
80
90
100
helpful in achieving goals of the company
INTERPRETATION: from the above graph we can conclude that
majority of the respondents i.e. 90% of them feel the process used by
the company is helpful to achieve their goals.
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CHAPTER FIVE- FINDINGS AND SUGGESTIONS &
CONCLUSION
FINDINGS AND SUMMARY
Most effective sources of recruitment in the company are
Internal sources deliver the most hires: Internal sources produced more
hires (58 percent) compared to external sources (42 percent)
External sources deliver the most interviews: External sources provided
the majority of interviews (56 percent) as opposed to internal sources
(44 percent)
External sources are growing more valuable: External sources generated
roughly six percent more interviews and hires .
Online sources are growing more valuable: Online sources (both internal
and external) provided are growing rapidly
The main reason for the employees of gratitude India to hold on to their jobs
are flexi hours , work culture and the employee benefits since majority of the
respondents feel All the above factors influence them to hold on to their jobs.
Nearly most of the employees are of the belief that the recruitment process
they use here helps the company achieve its goals.
Majority of the age group of the people working in Gratitude India belong to
26-35.
The employees of gratitude India believe that the personal interview is the
most effective test adapted while selecting a candidate
Gratitude India gives adequate information about the company during
interviews
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SUGGESTIONS
Decreasing the waiting time for the operations’
round of interview can enhance the brand image of the company.
Strict adherence to the quality of candidates is suggested so as to
increase the overall effectiveness of the organization.
Increasing the calling agents’ salaries would decrease employee
turnover.
Recruitment should not only be done based on qualification but it
should also consider the skill of the candidate
Interpersonal skills must be implemented
Innovative teqniques should be adopted in order to reduce time and
cost factors
Tie up with more & more consultants
Create winning impression even on those who are not selected. For this,
there must a proper coordination of the interview of the candidate and
greater degree of professionalism.
A candidate when invited for an interview must be attended as soon as
possible and should not be made to wait for hours together. Interviews
conducted on a scheduled time leave a good impression on the
candidate
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CONCLUSION
This project “A STUDY ON RECRUITMENT AND SELECTION PROCESS “was
done in a company called GRATITUDE INDIA. In the 35days of my
internship there, I was able to study how an organization works and the
key functions are to enable successful functioning of the company.
The project began with an introduction of what the project is about and
the related industry profile , next was looking for a research problem
and working on the same, which in this case was to check if the present
Recruitment and Selection process is satisfactory or not . the research
problem was tackled with the exploratory research , using
questionnaires which were distributed to fifty employees of gratitude
India
The responses were later scrutinized analyzed and interpreted which are
all detailed in the project.
Over all it can be concluded that the methods used by gratitude India
are satisfactory.
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