A SUMMER TRAINING PROJECT REPORTON

SOURCES & PROCESS OF RECRUITMENT & SELECTION AT HCL

SUBMITTED IN THE PARTIAL FULFILLMENT FOR THE AWARD OF DEGREE OF MASTERS IN BUSINESS

ADMINISTRATION

1

EXECUTIVE SUMMARY

Today, in every organisation personnel planning as an activity is necessary. It is an important

part of an organisation. Human Resource Planning is a vital ingredient for the success of the

organisation in the long run. The objectives of Human Resource Department are Human

Resource Planning, Recruitment and Selection, Training and Development, career planning,

Transfer and Promotion, Risk Management, Performance Appraisal and so on. Each objective

needs special attention and proper planning and implementation.

For every organisation it is important to have a right person on a right job. Recruitment and

Selection plays a vital role in this situation. Shortage of skills and the use of new technology are

putting considerable pressure on how employers go about Recruiting and Selecting staff. It is

recommended to carry out a strategic analysis of Recruitment and Selection procedure.

With reference to this context, this project is been prepared to put a light on Recruitment and

Selection process at HCL Technologies. This report is divided into two phases to analyze how an

employee is recruited at HCL Technologies. These two phases are sources of recruitment

(through Portals, Campus, Consultants, Reference, Advertisements, Walk ins, Talent express,

Job fair) and process of recruitment that includes various elimination rounds of interview.

2

TABLE OF CONTENT

Student declaration………………………………………………………………………………i

Certificate from Company/Organization…………….…………..…………………..………ii

Certificate from Guide……………………………………………….……..…..……..iii

Acknowledgement...........................................................................................................iv

Executive Summary……………………………………………………………………..………v

CHAPTER 1-INTRODUCTION

1.1 Research Objectives of the project......................................................................2

1.2 Scope of the study……………………………………………..………………….……..3

1.3 Research Methodology of the study…………………………………………….….…4

CHAPTER 2-INDUSTRY PROFILE

2.1 Introduction to BPO Industry............................................................................6

2.2 BPO Industry – INDIA………………..……………………..………………….…….9

2.3 HCL Enterprise ………………………………………….. ………… …….…….…12

2.4 HCL Technologies ……………………………………………..………………….…16

CHAPTER 3-RECRUITMENT & SELECTION

3.1 Recruitment.....................................................................................................24.

3.2 Selection……………………………………………………..………………….…..…31

3.3 Difference between recruitment & selection……………………………….……35

CHAPTER 4-ANALYSIS

3

4.1 Job Specification & Profile at HCL ……………………………………………37

4.2 Sources of recruitment in HCL Technologies…………………………………38

4.3 Process of Recruitment & Selection at HCL Technologies………………...44.

CHAPTER -5

5.1 Learning………………………………………………………………………….….66

5.2 Findings……………………………………………………………………………...69

5.3 Recommendations…………………………………………………………………..71

5.4 Conclusion……………………………………………………………………………72.

Bibliography……………………………………………………………74

4

CHAPTER – 1

INTRODUCTION

5

1.1 RESEARCH OBJECTIVE OF THE PROJECT

Every research has some objectives, reasons behind the study conducted. Objectives can give us

a brief idea about the project report. The objectives behind this project are as follows

To study the different sources of recruitment which are adopted in HCL Technologies.

To study different stages of recruitment process which led to selection of a candidate till

an offer is made to them.

To understand what all Recruitment practices are being adopted so as to make the

organization work well.

6

1.2 SCOPE OF THE STUDY

The scope of this study is to observe the Recruitment and Selection Techniques adopted by the

company. Apart from getting an idea of the techniques and methods in the recruitment

procedures a close look will be taken at the insight of corporate culture prevailing in the

organization. This would not only help to be familiar with the corporate environment but it

would also enable to get a close look at the various levels authority responsibility relationship

prevailing in the organization.

The scope of the project includes-

Study of the BPO industry in India.

Study of Importance of Recruitment and Selection process for an enterprise.

Study of Recruitment and Selection Practices at HCL Technologies.

The Project does not include elaborative study of practices followed after completion of

Induction benefit programme, employee benefit schemes etc.

7

1.3 RESEARCH METHODOLOGY OF THE STUDY

Research is defined as human activity based on intellectual application in the investigation of

matter. The primary purpose for applied research is discovering, interpreting, and the

development of methods and systems for the advancement of human knowledge on a wide

variety of scientific matters of our world and the universe.

The research methodology is a science that studying how research is done scientifically. It is the

way to systematically solve the research problem by logically adopting various steps. Also it

defines the way in which the data are collected in a research project.

Research can also fall into two distinct types:

Primary research

Secondary research

Mode of research used in this project is Secondary Research.

1.3.1 RESEARCH DESIGN

Literature Review research design was adopted for the study.

1.3.2 DATA SOURCE

Secondary data: Secondary data was collected from the Following sources –

Websites

Newspapers

Project materials

Books

8

CHAPTER - 2

INDUSTRY PROFILE

9

2.1 INTRODUCTION TO BPO INDUSTRY

Outsourcing began in the early eighties when organizations started delegating their non-core

functions to an external organization that was specialized in providing a particular service,

function or product. In outsourcing, the external organization would take on the management of

the outsourced function. In outsourcing, the outsourcer and the outsourcing partner have a

greater relationship when compared to the relationship between a buyer and a seller. In

outsourcing, the outsourcer trusts the outsourcing partner with vital information. Outsourcing is

no longer confined to the outsourcing of IT services. Outsourcers in the US and UK now

outsource financial services, engineering services, creative services, data entry services and

much more. Most organizations are opting to outsource because outsourcing enables

organizations to access intellectual capital, focus on core competencies, shorten the delivery

cycle time and reduce costs significantly. Organizations feel outsourcing is an effective business

strategy to help improve their business.

Business process outsourcing is a type of outsourcing that involves contracting of the operations

and the responsibilities of a specific business processes or functions to a third party service

provider. It is the act of giving a third-party the responsibility of running what would otherwise

be an internal system or service conducted in-house. Outsourcing system allows companies to

contract for services that are not within the scope of their expertise, so that they can focus their

time, money and energy on their core competencies instead of wasting valuable resources trying

to gain Understanding of areas that are somebody else's expertise.

10

BPO is a socio-technical business innovation that provides a rich new source of competitive

advantage. By socio-technical we mean that BPO requires skillful management of people and

technology (hardware and software).The manager who initiates a BPO strategy must find

effective ways to introduce people to technology and vice-versa. If left solely in the hands of

technical specialists, a BPO initiative is likely to fail for lack of paying attention to the soft issues

of human relationships, change management, and organizational culture. If left solely in the

hands of non technical managers, it is likely to fail for unrealistic expectations about the potential

and limitations of the enabling technologies.

ADVANTAGES OF OUTSOURCING :

Offshoring can give access to professional, expert and high-quality services.

With outsourcing organizations can experience increased efficiency and productivity in

non-core business processes.

Outsourcing can help streamline business operations.

Offshore outsourcing can help save on time, effort, manpower, operating costs and

training costs amongst others.

Outsourcing can make organizations more flexible to change.

Organizations can save on investing in the latest technology, software and infrastructure

as your outsourcing partner would be investing in these.

Outsourcing can assure that business processes are being carried out efficiently,

proficiently and within a fast turnaround time.

By outsourcing, a company can save on management problems as offshore partners will

manage the team who works.

11

By outsourcing, one can cater to the new and challenging demands of your customers.

Outsourcing can help organizations to free up its cash flow.

Sharing business risks is possible with outsourcing.

Outsourcing can give an organization a competitive advantage.

Outsourcing can help organizations to cut is operational costs.

DISADVANTAGES OF OUTSOURCING :

At times, it is more cost-effective to conduct a particular business process, rather than

outsourcing it.

While outsourcing services such as payroll processing services and tax preparation

services, outsourcing provider will be able to access company’s confidential information

and hence there is a threat to security and confidentiality in outsourcing.

Offshoring can create potential redundancies for your organization.

The employees may resist change.

Outsourcing provider might not be only providing services for one organization. Since

provider might be catering to the needs of several companies, there might be not be

complete devotion to the company.

There can be several disadvantages in outsourcing, such as, renewing contracts,

misunderstanding of the contract, lack of communication, poor quality and delayed

services amongst others.

2.2 BPO INDUSTRY – INDIA

12

Various countries have become a popular destination for outsourcing. India has its own

advantage which has made it as a natural destination for outsourcing. The labor costs are at least

40 to 50 % cheaper compared to developed countries. It is not the only low cost game for India.

People are highly skilled. India has the vast population that can speak and understand English.

Every year, around 2.1 million graduates come out of schools. This ranges from humanitarian

graduates to high-class engineers. Apart from labor skills, India is rapidly developing its

infrastructure to support highly skilled labors.

The industry has been growing rapidly. It grew at a rate of 38% over 2005. For the financial

year’ 06 the projections is of US$7.2 billion worth of services provided by this industry. The

base in terms of headcount being roughly 400,000 people directly employed in this Industry. The

global BPO Industry is estimated to be worth 120-150 billion dollars of this, the offshore BPO is

estimated to be some US$11.4 billion. India thus has some 5-6% share of the total Industry, but a

commanding 63% share of the offshore component.

The Current recession in several economies has affected the bottom-line of several companies.

Outsourcing has become a common tool for cutting the costs thereby improving the bottom-line.

Availability of cheap labor in developing countries fuelled the process. Over the period, India

has emerged as a natural destination based on its attractiveness.

13

0.8 1.83.1 3.1

4.9

8.7

19.877%

38%

44%40%

29%

13%

45%

0

5

10

15

20

25

Mexico

China

Philippines

Cen

tral&

Eastern

Europe

Others

Canada

India

$ B

0%

15%

30%

45%

60%

75%

90%% (CAGR)

2002 2005 2008 CAGR

Source: neoIT

42.22008

19.82005

8.12002

Total Market Size ($ B)

GRAPHICAL PRESENTATION OF PRESENCE OF BPO ON THE COUNTRY BASIS

Following is the list of top ten BPO companies in India:

1. WNS Group

2. Wipro Spectramind

3. Daksh e-Services

4. Convergys

5. HCL Technologies

6. Zenta

7. ICICI Onesource

8. MphasiS

9. EXL

10. Tracmail

14

Following chart shows market share of different segments in BPO in India.

15

2.3 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 Infosystems.

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.”

16

2.3.2 MANAGEMENT TEAM

SHIV NADAR AJAY CHOWDHRY

Founder– HCL Founder - HCL

(Chairman & Chief Strategy Officer) (Chairman & CEO - HCL Info systems)

VINEET NAYAR RANJEET NARSIMHAN

(CEO, HCL Technologies) President & CEO,

(HCL Technologies Ltd - BPO Services)

SUMIT BHATTACHARYA VIJAY REDDY

(Executive Vice President) (Senior Vice President – Technology)

17

A.P. RAO PAUL DUDD

(Senior Vice President - Human Resources) (HR Director - International Operations)

ANITA BARNARD

(General Manager)

18

2.3.2 AWARDS & RECOGNITIONS

19

2.4 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

20

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.

21

2.4.1 HCL BPO

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 centres. HCL

BPO offers 24X7 multichannel, multilingual support in eight European languages.

HCL believe that employees are there greatest strength. HCL committed to hiring talented

individuals and promoting diversity in the workplace and committed to providing employees

with the resources they need to excel. HCL ‘values your individuality’. HCL dedicated to

creating a professional, fulfilling and challenging work environment & try to help you find the

right balance between your work and home life.

22

2.4.2 CAREER DEVELOPMENT & GROWTH

HCL strongly focused on career development and growth of there people. Training is an on

going process at HCL BPO. The training encompasses several skill-sets pertaining to the voice

as well as non-voice processes and geared towards scaling up employees to take on more

complex tasks. Its career development plan ensures that each candidate is provided constructive

feedback regularly and given clear visibility on areas of improvement.

Common Fast Tracker Development program:

In order to tackle leadership scarcity HCL BPO introduced the Fast Tracker Development

program to develop managers from amongst its employees. Under this program, employees are

trained for six months after which they are appointed as team leaders.

2.4.3 WORK CULTURE

At HCL BPO have a friendly work environment that stimulates and encourages, innovative

ideas to foster growth and value addition. They are passionate about the work they do. It follows

a transparent system keeping the communication channels open, thereby enabling people to

23

communicate ideas and suggestions. The culture at HCL BPO promotes customer focus,

excellent work ethos, operational transparency and teamwork.

Performance Oriented: HCL have a high performance work culture and performance linked

incentive schemes.

Demanding: HCL BPO gives a challenging and demanding career profile to its employees.

Rewarding: Every employee is treated with dignity, fairness and work in an environment

conducive to research, learning, innovation as well as personal growth. It has an atmosphere in

which the workforce effectively works to deliver high quality performance.

Energetic setting: BPO’s have a vibrant environment. Generally the interiors are also done up in

a way that it makes people feel nice and energetic. It involves a lot of hard work and specialized

skills to deal with all kind of customers.

24X7 work environment: BPO’s have a round the clock working culture and people work in

day and night shifts. This is because International BPO’s offer services to countries like US and

UK that have different time zones.

IT INCLUDES:

Perfect amalgamation: The work culture in quality BPOs is a blend of professionalism and

friendliness. Humans are not treated like machines but are given equal opportunities of growth in

every sphere of learning. BPO create a friendly working atmosphere so that the employees don’t

feel suffocated.

Rejuvenation channels: Long working hours and pressure to meet deadlines and achieve targets

takes its toll on the well being of the employees. Quality BPOs offer world class channels to de-

24

stress employees and to motivate them. Entertaining events and parties are organized at regular

intervals so that the employees are relieved and invigorated to take the challenges head on.

World-class BPO also have gym, sports and café facilities.

Pep up the energy levels: BPO employees work hard to meet deadlines and targets. Motivation

is a great booster when it comes to delivering high end results. So to ensure that the team is

motivated, team leaders and managers keep the morale of the employees high through

encouraging words. Good and outstanding work is always recognized and rewarded in the form

of perks, incentives, gift certificates, etc. in the BPO sector. At no point in time the employees

feel the dearth of guidance and warmth of encouraging words.

Rich culture ties and exchange: People from every nook and corner of the world are lured by

the state-of-the-art facilities and hefty pay packages. Apart from the culture shock there is a gold

mine prospect of rubbing shoulders with people from different educational, professional and

cultural backgrounds.

Increase In knowledge – A lot of vendors provide the management with flexible as well as

scalable services to meet the customers’ changing requirements, along with supporting company

acquisitions, consolidations, in addition to joint venture.

25

2.4.4 COMPETITOR OF HCL BPO

26

CHAPTER 3

RECRUITMENT & SELECTION

27

3.1 RECRUITMENT

Process of Attracting the best Qualified individuals to apply for a given Job.

“Recruitment is the process of searching the candidates for employment and stimulating them to

apply for jobs in the organisation”. Recruitment is the activity that links the employers and the

job seekers. It is a process of finding and attracting capable applicants for employment. The

process begins when new recruits are sought and ends when their applications are submitted. The

result is a pool of applications from which new employees are selected. In short, Process of

attracting the best qualified individuals to apply for a given Job. It is the process to discover

sources of manpower to meet the requirement of staffing, schedule and to employ effective.

Recruitment is the premier major steps in the selection process in the Organizations. It is an

activity directed to obtain appropriate human resources whose qualifications and skills match

functions of the relevant posts in the Organization. Its importance cannot be over-emphasized

and can also be best described as the ‘heart’ of the organization.

The process of recruitment does not stop when it commences, it is a dynamic activity. The

purpose of it is to provide an Organization with a pool of qualified candidates. Its specific

purposes are as follows:

To assist augmentation of the success rate of selection process by reducing the numbers

of obviously under-qualified and over-qualified applicants.

To increase Organizational and individual effectiveness in the short and long term plans

28

Recruitment is essential for effective Human Resources Management. It is the heart of the whole

HR system in the organization. The effectiveness of many other HR activities, such as selection

and training depends largely on the quality of new employees attracted through the recruitment

process. Policies should always be reviewed as these are affected by the changing environment.

Management should get specific training on the process of recruitment to increase their

awareness on the dangers of wrong placement.

Recruitment methods are wide and varied, it is important that the job is described correctly and

that any personal specifications are stated. Job recruitment methods can be through job centers,

employment agencies/consultants, headhunting, and local/national newspapers. It is important

that the correct media is chosen to ensure an appropriate response to the advertised post.

THREE MAIN STAGES IN RECRUITMENT

29

3.1.1 FACTORS AFFECTING RECRUITMENT PROCESS

1. The size of the organization

2. The employment conditions in the community where the organization is located

3. The effects of past recruiting efforts that show the organization’s ability to locate and

keep good performing people

4. Working conditions and salary and benefits packages offered by the organization-which

may influence turnover and necessities future recruiting

i) The rate of growth of the organization

ii) The level of seasonality of operations and future expansion and production

programmes.

iii) Cultural, economic and legal factors

30

3.1.2 SOURCES OF RECRUITMENT

Before an organization begins recruiting applicants, it should consider the most likely source of

the type of employee it needs. Every organization has the option of choosing the candidates for

its recruitment processes from two kinds of sources: internal and external.

SOURCES

INTERNAL SOURCES EXTERNAL SOURCES

1) Promotion 1) Campus recruitment

2) Transfers 2) Press advertisement

3) Internal notification 3) Management consultancy service

(Advertisement) & private employment exchanges

4) Retirement 4) Deputation of personnel or transfer

5) Recall from one enterprise to another

6) Former employees 5) Management training schemes

7) Miscellaneous external sources 6) Walk-ins, write-ins, talk-ins

31

3.1.3 METHODS OF RECRUITMENT

The recruiting methods can be broadly classified into three major categories – direct, indirect and

third party.

Direct methods

These include sending travelling recruiters to educational institutes. Most college recruiting is

done in co-operation with the placement office of a college. Other direct methods include

sending recruiters to conventions and seminars, setting up exhibits at fairs and using mobile

offices to go to the desired centres.

Indirect Methods

Indirect methods involve mostly advertising in newspaper, on the radio, in trade and professional

journals, technical magazines and brochures.

Third party Methods

These include the use of commercial or private employment agencies, management consulting

firms, indoctrination seminars for college professors, friends and relatives.

32

Table 3.01 (Use and effectiveness of various recruitment strategies)

Advertisements Percent

Using

Practice

Average

Effectiveness

*

Internet (e.g., bulletin or job boards) 90 2.59

Local newspapers 64 1.77

Trade publications and magazines 51 1.81

National newspapers 29 1.43

Direct mail 25 1.73

TV or radio 21 1.60

Movie screens 7 1.22

Agencies or Services

Employment agencies 60 2.03

Temp agencies 52 1.96

Government employment services 28 1.47

School/College/Community

Job fairs 66 1.83

College recruiting 59 2.16

School-to-work partnerships/internships 42 2.08

33

Targeted minority recruiting (e.g., NAACP,

minority colleges/organizations)

40 1.74

Partnerships with community organizations 35 1.79

Military recruiting 23 1.76

Retiree job banks 12 1.52

Professional Associations

Professional organizations 60 2.05

Professional conferences 52 1.97

Internal Resources

Employee referrals 90 2.57

Company’s web site 88 2.26

Internal job postings 78 2.23

Walk-ins, unsolicited resumes 67 1.48

*Note: 1 = Not Effective; 2 = Moderately Effective; 3 = Very Effective

3.2 SELECTION

34

Selection can be conceptualized in terms of either choosing the fit candidates, or rejecting the

unfit candidates, or a combination of both. So, selection process assumes rightly that, there is

more number of candidates than the number of candidates actually selected, where the candidates

are made available through recruitment process.

Selection is a process of choosing the most suitable persons out of all the participants. In this

process, relevant information about applicant is collected through series of steps so as to evaluate

their suitability for the job to be filled. On other hand, selection is the process of assessing the

candidates by various means and making a choice followed by an offer of employment.

Selection is a process in employment function which starts immediately upon receipt of resumes

and application letters, the major concern being reviewing resumes for basic qualifications.  A

job seeker who does not meet the required qualifications is not an applicant and should not be

considered. It is a process which should be based on job-related qualifications including, but not

limited to: required or preferred education; experience; and knowledge, skills, and abilities as

identified in the job description.

35

Selection is an important function as no organization can achieve its goals without selecting the

right people, where faulty in selection leads to wastage of time, money and spoils the

environment of an organization.

36

3.2.1 SELECTION PROCESS

Selection is a process of matching the qualifications of applicants with the job requirements. It is

a process of weeding out unsuitable candidates and identifying the most suitable candidate.

Selection is a long process, starting from the preliminary interview of applicants

and ending with employment contract.

37

REJECTED APPLICATION

3.2.2 SELECTION OUTCOMES

SELECTION

Selecting the right candidate

Selecting the right candidate

Rejecting the wrong candidate

Rejecting the wrong candidate

Selecting the wrong candidate

Selecting the wrong candidate

Rejecting the correct candidate

Rejecting the correct candidate

POSITIVE OUTCOME

NEGATIVE OUTCOME

SELECTING THE MOST SUITABLE CANDIDATE IS OBJECTIVE OF SELECTION

38

3.3 SELECTION IS DIFFERENT FROM RECRUITMENT

Recruitment involves identifying the sources of manpower and stimulating them to apply for

jobs in the organizations while selection is the process of choosing the best out of those

recruited.

Recruitment differs from selection in terms of process, where it adopts the process of creating

application pool as large as possible; while selection adopts the process through which more and

more candidates are rejected and fewer candidates are selected or sometime not even a single

candidate is selected.

Recruitment and selection are two inter-linked steps in the process of manpower acquisition, they

differ in term of outcome; where the outcome for recruitment is application pool which becomes

input for selection process, on the other hand, the outcome of selection process is in the form of

finalizing candidates who will be offered jobs.

The ultimate objectives of both recruitment and selection are to acquire suitable candidates but

their immediate objectives differ, where the basic objective of recruitment is to attract maximum

number of candidates so that more options are available; the basic objective of selection is to

choose best out of the available candidates.

39

CHAPTER 4

ANALYSIS

40

4.1 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.

41

4.2 SOURCES OF RECRUITMENT IN HCL TECHNOLOGIES

HCL BPO

Advertisements Employee

Referrals

Consultants

PortalsHoming pigeon

Campus Walk in

Talent express

Job fair

42

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.

43

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

44

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 organisation.

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

45

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

46

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

BusinessFunction Position Location Schedule Details Desired Skills

Telecom Operations

Voice

Technical

Support

officer

Noida

Walk-in Dates: Monday to SaturTime: 11 am to 7 pm

Desired Skills:

• Education: Diploma / UG / PG (• Desired Qualif ication : BE/B.Te

Telecom Operations

Voice

CUSTOMER

SUPPORT

EXECUTIVE

Noida

Walk-in Dates: Monday - SaturdTime: 11 am to 7 pm

Job Description for Customer SuDesired Skills:

· Education: Graduate in any dis

47

4.3 PROCESS OF RECRUITMENT & SELECTION

DIFFERENT ROUNDS IN THE RECRUITMENT PROCESS AT HCL TECHNOLOGIES

4.2.1 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,

48

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.

49

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

50

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

51

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

52

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 ability. They focus

attention on a particular type 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.

53

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.

54

4.2.2 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 is

i) Experience

ii) Qualification

iii) Previous salary

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

Application Form- Selected candidates need to fill in an application form that contains

important information like- caste, religion, birthplace, address, work experience etc.

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.

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.

55

BACKGROUND INFORMATION

HCL 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

stage of 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. 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.

56

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

57

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 joinees is done.

58

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.

59

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 is 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.

60

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.

It include 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.

61

INDUCTION

Induction is done on every Friday, In HCL TECHNOLOGIES and it includes different steps of

induction which are explained below

MEANING

The process of receiving employees when they begin work, introducing them to the company

and to their colleagues, and informing them of the activities, customs and traditions of the

company is called induction (Graham, 1998, p. 219). At this juncture various induction courses

are done to new recruit in order to acclimatize them with the new working environment.

Induction is process meant to help the new employee to settle down quickly into the job by

becoming familiar with the people, the surroundings, the job, the firm and the industry. Induction

is the process of acquainting the new employees with the existing culture and practices of the

new organization.

WHAT IS INDUCTION FOR?

To sort out all anxiety of recruited person.

To ensure the effective integration of staff.

History and introduction of founders.

Understand the standards and rules (written and unwritten) of the organization.

Introduction to the company/ department and its personnel structure.

Relevant personnel policies, such as training, promotion and health and safety.

To clear doubtful situation among new joinees.

62

WHO IS RESPONSIBLE FOR THE INDUCTION PROCESS?

HR manager

Health and safety advisor

Training officer

Department or line manager

Supervisor

Trade union or employee representative

POINTS WHILE IMPLEMENTING INDUCTION(MINDSET)

Identify the business objectives and desired benefits.

Secure early commitment

Agree roles and responsibilities of different players in the process

Engage staff prior to joining

Have clear learning objectives for training sessions

Respect the induction needs of different audiences

Keep induction material up to date

HR Functions with reference to induction

The human resources (HR) department serves as a link between management and employees.

Specific responsibilities of HR Dept include –

Defining positions and related Roles

Defining HR Policies and Guidelines

Hiring and Recruitment

Payroll

Employee Career Management

Employee Training

Salary & Compensation

Employee recreation

63

Motivational Activities.

HR POLICIES

Leave Policy

Attendance Policy

Performance appraisals

Trainings

Compensation & Salary

Employee Recreation

Work Culture

Dress Code

Language

Employee Addressing

Email Utilization

Feedback Culture

Working Days

Mobile use

Before designing induction programme, firm needs to decide four strategic choices-

FORMAL

INFORMAL

INDIVIDUAL

COLLECTIVE

SERIAL

DISJUNCTIVE

64

INVESTITURE

DIVESTITURE

Formal Induction Programme

HCL INDUCTION

HCL Values

WE

Constantly uphold the dignity of every individual.

Aspire to honor all commitments.

Resolve to be committed to Quality, Innovation, and Growth in every endeavor.

Endeavour to be responsible Corporate Citizens.

DRESS STANDARDS – ALL ASSOCIATES

I. Applicability:

The following dress standards apply to all HCL BPO Associates.

II. Basic Requirements:

65

HR Representative

Supervisor

Organizational Issues EmployeeBenefitsIntroduction

Specific JobLocation andDuties

SpecialAnxietyReductionSeminars

ToPlacement

Our dress standards are designed to reflect a casual, yet professional atmosphere within the

organization. Not all clothing is appropriate to wear. Inappropriate apparel includes: athletic

wear and very casual outfits. The “HCL BPO Look” is a casual, business-like look. Associates

should select working attire that fits well and is suited to their individual appearance.

a) Dresses and Skirts: Business-like or casual may be worn. Hemline must be finished

and no shorter than 3 inches above the knee.

b) Slacks: Business-like or casual styles (including jeans) may be worn, provided they

are in good condition. Tattered, frayed, ripped or torn slacks are not allowed. Athletic

wear (including sweat pants and warm ups) and slacks made of any form fitting fabric

may not be worn.

c) Shorts: Business-like or casual styles are not allowed.

d) Blouses, Shirts and Sweaters: Casual blouses and shirts including polo-style shirts,

sweat shirts, turtle necks and tee shirts may be worn.

Low cut blouses/shirts, halters, tube tops or shoulder less styles (spaghetti straps) may

not be worn. Blouses or shirts made of sheer or see-through fabrics or any form fitting

fabric may not be worn.

e) Shoes and Hosiery: Shoes must be in good condition and neat in appearance. Tennis

shoes may be worn, provided they are clean and not ripped, torn or tattered. House-

shoes, rubber slippers or floaters may not be worn. Hosiery/socks are recommended

but are not required.

III. Other Guidelines:

66

a) Accessories: Men’s and women’s accessories and jewelry must be professional and

suitable for our business setting. Sunglasses are not permitted to be worn (except

when needed for medical reasons).

b) Employee ID Cards: Employee ID cards must be worn around the neck at all times.

c) Personal Hygiene: Grooming, cleanliness and personal hygiene are essential to a

good appearance. This includes keeping clothing clean, using deodorant and

mouthwash, keeping hands and nails clean, keeping hair clean and choosing hair

styles that are professional in appearance.

IV. Enforcement:

Violation of the dress code policy will be treated with standard Progressive counseling

process. It is impossible to fully list all of the appropriate items with dress standards; however,

the basic points have been described. Use your discretion and good taste in choosing your work

apparel.

*Leave Policy

67

Submission of form and leave authorization will be done by immediate manager

*Group Hospitalization and Sickness Insurance Scheme

68

*Buddy Boom Policy

FINAL EMPLOYMENT DECISION

69

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.

LEARNING

Learning is acquiring new knowledge, behaviors, skills, values, preferences or understanding,

and may involve synthesizing different types of information. The ability to learn is possessed by

humans, animals and some machines. Progress over time tends to follow learning curves.

Human learning may occur as part of education or personal development. It may be goal-

oriented and may be aided by motivation. The study of how learning occurs is part of

neuropsychology, educational psychology, learning theory, and pedagogy

DURING MY SUMMER TRAINING I HAVE LEARNED

How to take telephonic interview.

70

How to take initial rounds of interview.

How to check documents filled at the time of making offer to the candidates.

Got brief knowledge about verification of documents of the candidates at the time of

joining.

How to update process resource update.

COMMON QUESTIONS ASK TO THE CANDIDATES WHO COME FOR

INTERVIEW….

TELL ME SOMETHING ABOUT YOURSELF.

TELL ME ABOUT YOUR BIRTHPLACE, YOUR FAMILY AND YOUR PERSONAL

INTERESTS.

WHAT ARE YOUR STRENGTH AND WEAKNESSES?

WHAT IS YOUR WORK OBJECTIVE?

IN ONE SENTENCE, TELL ME SOMETHING ABOUT YOUR PERSONALITY.

71

WHEN DO YOU GET ANGRY?

TELL ME SOMETHING ABOUT YOUR EARLIER COMPANY AND YOUR ROLE

IN IT.

ARE YOU WILLING TO WORK IN NIGHT-SHIFTS?

WHAT IS A BPO?

WHAT DOES CUSTOMER-SATISFACTION MEAN TO YOU?

GIVE ME A INSTANCE WHEN A CUSTOMER APPRECIATED YOUR SERVICE.

WHY DO YOU WANT TO WORK IN A BPO?

WHAT, ACCORDING TO YOU, IS THE MOST IMPORTANT REQUISITE OF A

BPO EXECUTIVE?

WHY DO YOU WANT TO WORK IN OUR COMPANY?

WHY SHOULD WE EMPLOY YOU?

WHAT DO YOU KNOW ABOUT OUR COMPANY?

WHAT WILL YOU DO IF YOU ARE NOT SELECTED FOR THIS JOB?

WHAT DO YOU LOOK FOR IN A JOB?

HOW LONG WOULD YOU STAY WITH US?

WHY ARE YOU LEAVING YOUR PRESENT JOB?

DESCRIBE WHAT YOU FEEL TO BE AN IDEAL WORKING ENVIRONMENT.

WHERE DO YOU WANT TO BE 5 YEARS FROM NOW IN YOUR CAREER?

WHAT ARE YOUR LONG TERM CAREER GOALS?

WHERE DO YOU SEE YOURSELF 10 YEARS FROM NOW?

WHY DID YOU MAKE A CAREER CHANGE?

WHY DO YOU WANT TO LEAVE YOUR CURRENT POSITION?

72

FINDINGS AS PER OBSERVATION

Maximum footfall for recruitment occurs by sources like employee referral, consultants and

walk ins.

Generally, Maximum footfall is on Monday and least on Saturday of every week.

Retaining the current talent is top priority for the organization.

Most of the employees have a clear knowledge about the company’s vision, mission and

objectives. And they know how to achieve their objectives.

They are clear about their role and responsibility and they know about other staff members.

73

SWOT ANALYSIS

STRENGTHS-

• HCL occupy a major share. It is among the top five BPO’S in India.

• For most of the job hoppers, HCL is the most preferred BPO. They consider it as a brand

and want to be a part of HCL family.

WEAKNESS-

• HCL policies are outdated and less attractive than other players.

74

• Selection process at HCL has major flaws in it.

OPPORTUNITIES-

• Growing market share of BPO industry.

• Huge untapped sector in BPO category.

THREATS –

• Presence of huge unorganized market.

• Competition with global giants – IBM and WIPRO.

RECOMMENDATIONS

Technique must be adopted to check the MTI effect in more appropriate manner in initial

round.

Talent express should be modified to grab quality resources.

Facility management should be improved like lockers should be given to all employees.

Attrition problem in HCL BPO is consistent, so to overcome win-win model needs to be

devised for this, satisfying the needs of both, the employer and the employee.

75

Needs of the employer : To get maximum returns from each employee, recover training

and development costs, minimize cost in terms of time in training new workforce,

ensure that adequate no of people are there to carry on the process (proper manpower

planning).

Needs of the employee : Enriched job profile, better career path, challenging work

environment, future prospects of the job.

CONCLUSION

The human element of organization is the most crucial asset of an organization. Taking a closer

perspective -it is the very quality of this asset that sets an organization apart from the others, the

very element that brings the organization’s vision into fruition.

Thus, one can grasp the strategic implications that the manpower of an organization has in

shaping the fortunes of an organization. This is where the complementary roles of Recruitment

76

and Selection come in. The role of these aspects in the contemporary organization is a subject on

which the experts have pondered, deliberated and studied, considering the vital role that they

obviously play.

The essence of recruitment can be summed up as ‘the philosophy of attracting as many

applicants as possible for given jobs’. The face value of this definition is what guided

recruitment activities in the past. These days, however, the emphasis is on aligning the

organization’s objectives with that of the individual’s. By making this a priority, an organization

safeguards its interests and standing. After all, a satisfied workforce is a stable workforce which

also ensures that an organization has credible and reliable performance. The project examines

the various processes and nuances one of the most critical activities of an organization.

The end result of the recruitment process is essentially a pool of applicants. Next to recruitment,

the logical step in the HR process is the selection of qualified and competent people.

In the end, this project endeavors to present a comprehensive picture of sources & process of

Recruitment and Selection of candidate and hopes to enable the reader to appreciate the various

intricacies involved.

77

78

BIBLIOGRAPHY

1. K Ashwathappa, (1997) Human Resource and Personnel Management, Tata

McGraw- Hill 131-176

2. Chris Dukes, (2001) Recruiting the Right Staff

3. John M. Ivancevich, Human Resource Management, Tata McGraw- Hill, 2004.

4.Armstrong, M. (2006). A Handbook of Human Resource Management Practice (10th

Edition ed.). London: Kogan Page Limited.

Online Published Material on World Wide Web

www.google.com

www.hrmguide.net

www.amazon.com

www.managementscience.org

www.wikipedia.com

www.hclbpo.com

79

80