Determination of Service Indicators for Service Departments

SUBMITTED TO: Mr. PUNEET TIWARI MANAGER (PERSONNEL)

SUBMITTED BY: MONIKA SRIVASTAVA PGDM-HR

HINDALCO INDUSTRIES LIMITED

Determination of Service Indicators for Service Departments

PREFACE:
Human Resources play a vital role in shaping a healthy and growing organization. Without doubt, human resources development has hence been aptly described as the “soul” of a vibrant and dynamic organization. The increasing complexity and problems of managing human resources places heavy demands on ensuring equal emphasis on all the sub-systems which play a crucial part in ensuring holistic development of the human resources. Human Resources Management has gained immense importance in today’s environment of global competition to meet future challenges in the new millennium. In these days of rapid advancement in Information Technology and Techno-Commercial aspects of business, it would be eventually the “Man behind the Machine” who would determine which way/ direction an organization goes. Human Resources Development systems have an important task in achieving the required dynamics to enable any organization to perform at its peak. The right recruitment and selection to start with, progressive training and development thereafter, and, a fair performance appraisal system gives an impetus to professional and proficient management of HR. There is yet another dimension of HRM which is directly related to, and falls within the ambit of organizational development that deserves major attention because the “character & culture” of an organization is formed by HR of the organization and that will finally decide the future of the organization. After said all this, it is imperative to consolidate on the available human potential and check HR wastages to ensure organizational effectiveness as it has become a key to sustain excellence and achieve competitive advantage over others. This project study is on “DETERMINATION OF SERVICE INDICATORS FOR SERVICE DEPARTMENTS” thus assumes an even greater relevance in the existing changing business scenario especially so when there is a paradigm shift in the Organizations’ approach towards Human Resources Management in outlining specific roles. Without defining HR vision, roles & objectives, an organization would jeopardize its growth and survival

Determination of Service Indicators for Service Departments therefore it is all the more necessary to indigenize the HR sub-systems for ones own benefit after a close microscopic scrutiny. It has been my best and sincere effort to collect information from as many departments and sections as possible in the given time period, to maximize the viability of the results. Though the time limit was short but I have tried my level best to do justice. Any errors and omissions that might have occurred are totally unintentional and unfortunate. I shall always be obliged to everybody whoever put his/her valuable comments on this report.

INTRODUCTION

ADITYA BIRLA GROUP OVERVIEW
GENESIS:
Aditya Birla Group traces its origin back to the tiny village of Pilani in the Rajasthan desert, where, late Shri Seth Shiv Narayan Birla started cottontrading operations in 1857. Then one visionary – the late Shri G.D Birla set up India’s first integrated aluminium manufacturing unit at Renukoot, in 1962, backed by captive power plant at Renusagar in 1967. It further evolved under the dynamic leadership of the late Shri Aditya Vikram Birla – a prominent figure in the Indian industry, under whose stewardship Hindalco attained its leadership position in aluminium. Today our Group chairman, Dr. Kumar Manglam Birla has put together the building blocks to make Indian business a global force.

INTRODUCTION:
The Aditya Birla Group is India’s first truly multinational corporation global in vision, rooted in Indian values, A US $24 billion corporation with a market cap of US $31.5 billion and in the league of Fortune 500, the Aditya Birla Group is anchored by an extraordinary force of 100,000 employees, belonging to 25 different nationalities. In India, the Group has been adjudged “The Best Employer in India and among the top 20 in Asia” by the Hewitt-Economic Times and Wall Street Journal Study 2007. Over 50 per cent of its revenues flow from its overseas operations.

Determination of Service Indicators for Service Departments The group’s products and services, offer distinctive consumer solutions. Its 66 state-of-the-art manufacturing units and sectoral service span throughout the world.

Entry of Syt. Ghanshyam Das Birla
1916 1918 First taste of industrial management – take over of sick cotton mill First limited company – Birla Brothers Limited. The real industrial thrust in 1919 with Birla Jute in Calcutta and 1921. Jiyajeerao Cotton – Gwalior Birla Jute was established in defiance of Scottish monopoly. 1923 1926 Purchase of Kesoram Cotton. Orient Paper Mills. in Delhi.

1931-33 - Bharat Sugar, Upper Ganges Sugar, New Swadeshi Sugar, New Delhi Sugar. By 1947 Assets wroth Rs. 25 crores in 20 companies.

Thereafter 1954 1957 1962 1966 -

Durgapur Iron & Steel Gwalior Rayon, Nagda Hindalco commencement of production Take over of Indian Rayon

ADITYA BIRLA GROUP A truly multinational Indian Group The Aditya Birla Group was the first in Indian to venture overseas, by starting a joint venture in Ethiopia. Thereafter, over the last quarter century, this group has started 20 very successful and diversified ventures spread through the Asian region. It has been declared by Euro money that this is the only truly multinational group of India. At present, the group has more than 50 manufacturing units, producing a diverse range of products, financial service, trading and computer consultancy. It is also

Determination of Service Indicators for Service Departments expanding its activities in the field of telecom, oil refinery, power generation, copper smelter etc. Globally the Aditya Birla Group is:

A metals powerhouse, among the world’s most cost-efficient aluminium

and copper producers. Hindalco-Novelis from its fold is a Fortune 500 company. It is the largest aluminium rolling company. It is one of the three biggest producers of primary aluminium in Asia, with the largest single location copper smelter. • • •
• • •

No.1 in viscose staple fibre The fourth largest producer of insulators The fourth largest producer of carbon black The 11th largest cement producer globally Among the world’s top 15 BPO companies and among India’s top three Among the best energy efficient fertilizer plants

In India:
• • • • • • A premier branded garments player The second largest player in viscose filament yarn The second largest in the chlor-alkali sector Among the top five mobile telephony companies A leading player in life insurance and asset management Among the top three supermarket chains in the retail business

Rock solid in fundamentals, the Aditya Birla Group nurtures a culture where success does not come in the way of the need to keep learning afresh, to keep experimenting.

Determination of Service Indicators for Service Departments Beyond business – “Reaching Out” A value based, caring corporate citizen the Aditya Birla Group inherently believes in the trusteeship concept of management. A part of the group’s profits is ploughed back in to meaningful welfare driven initiative that make a qualitative difference to the lives of marginalized people. These activities are carried out under the aegis of the Aditya Birla Center for community initiatives and Rural Development spearheaded by Mrs. Rajashree Birla. Beyond business — the Aditya Birla Group is: • • • • Working in 3,700 villages Reaching out to seven million people annually through the Aditya Birla Centre for Community Initiatives and Rural Development, spearheaded by Mrs. Rajashree Birla • • Focusing on: health care, education, sustainable livelihood, infrastructure and espousing social causes • • Running 41 schools and 18 hospitals

Transcending the conventional barriers of business to send out a message that “We care”. GROUP PHILOSOPHY

RESTS ON FOUR PILLARS:
 CUSTOMERIZE  PEOPLE- IZE  STRATEGIZE  INSTITUTIONALIZE

GROUP VALUES OUR VALUES ARE NON NEGOTIABLE, THEY ARE NEVER TO BE JETTISONED, FOR US OUR VALUES ARE OUR WELLSPRING. THESE ARE:  INTEGRITY

Determination of Service Indicators for Service Departments  COMMITMENT  PASSION  SEAMLESSNESS

SPEED
GROUP VISSION “TO BECOME A PREMIUM CONGLOMERATE WITH CLEAR BUSSINESS FOCUS AT EACH CORPORATE LEVEL” GROUP MISSION “TO DELIVER VALUE FOR OUR CUSTOMERS, SHAREHOLDERS, EMPLOYEES AND SOCIETY AT LARGE”

Aditya Birla Management Corporation Ltd. (ABMCL) In a strategic move to institutionalize its management process, the Aditya Birla Group has set up Aditya Birla Management Corporation Limited (ABMCL) It is headed by Board of Directors with Mr. Kumar Mangalam Birla as a Chairman. It is a Group’s apex decision making body and provides strategic direction to group companies. The Group has following Achievement to its credit  The world’s no.1 in viscose staple fiber.  The third largest producer of insulator.  The world’s third largest producer of carbon black.  The world’s eighth largest producer of cement and the largest in a single geography.  Asia’s largest integrated aluminum producer.  A globally competitive, fast growing copper producer.  India’s premier branded garments player.  Among India’s most energy efficient private sector fertilizer plants.

Determination of Service Indicators for Service Departments  India’s second largest producer of viscose filament yarn.  India’s second largest private sector insurance company.  Among the world’s top 15 and India’s top three BPO companies.  The group has also made successful forays into it and IT sector and has a significant presence in the Financial Sector and telecommunications sectors in tie-ups with giants like Sun Life insurance (Canada) and At &T (USA) respectively.

Determination of Service Indicators for Service Departments HINDALCO INDUSTRY LTD Hindalco Industries Limited, the metals flagship company of the Aditya Birla Group, is an industry leader in aluminium and copper. A metals powerhouse with a consolidated turnover of Rs.600, 128 million (US$ 15 billion), Hindalco is the world’s largest aluminium rolling company and one of the biggest producers of primary aluminium in Asia. Its copper smelter is the world’s largest custom smelter at a single location. Established in 1958, Hindalco commissioned its aluminium facility at Renukoot in Eastern U.P. in 1962. Later acquisitions and mergers, with Indal, Birla Copper and the Nifty and Mt.Gordon copper mines in Australia, strengthened the company’s position in value-added alumina, aluminium and copper products, with vertical integration through access to captive copper concentrates. In 2007, the acquisition of Novelis Inc. a world leader in aluminium rolling and can recycling marked a significant milestone in the history of the aluminium industry in India. With Novelis under its fold Hindalco ranks among the global top five aluminium majors, as an integrated producer with low cost alumina and aluminium facilities combined with high-end rolling capabilities and a global footprint in 12 countries outside India. Its combined turnover of US$ 15 billion, places it in the Fortune 500 league.

Determination of Service Indicators for Service Departments

HINDALCO INDUSTRIES LIMITED

RENUKOOT; SONEBHADRA; U.P. COMPANY PROFILE
Hindalco Industries Ltd. is the Flagship Company of Aditya Birla Group. The Aditya Birla Group is India’s second largest business house with a turnover of Rs. 280 billion, and Assets are valued at over Rs. 265 billion. The group has nearly 72000 employees in 18 countries. Hindalco Industries Limited was incorporated in 1958 and commercial production commenced in 1962. The Company was set up in technical collaboration with Kaiser Aluminium & Chemicals Corporation, USA. Hindalco is today one of India’s premium corporate, contributing significantly to economic growth, generating employment and setting high standards in respect of fulfilling of obligations to all stakeholders. The Company prizes its ‘Human Capital’, and employees have been reciprocating by turning in a sterling performance for the Company, year after year. Hindalco has an enviable record of harmonious Industrial Relations, with not a single man day lost since the past 30 years on account of industrial strife. Company’s principal products comprise of Aluminium Ingots, Aluminium Billets, Aluminium Wire Rods, Sheet Products, Extrusions, Aluminium Foils and Aluminium Alloy Wheels. The Company’s by products include Gallium Metal, Vanadium Sludge and Aluminium Dross. Hindalco Industries Limited, one of the major producer of Aluminium metal and its semis in the country as well as a premier flagship company of A.V. Birla group in the biggest industrial enterprise of Uttar Pradesh. It is a public limited company in the private sector having about 39000 shareholders. It is the largest integrated Aluminium plant in India with all its production facilities viz. Alumina, Aluminium & Fabrication located at Renukoot near Rihand Dam in Sonebhadra (Uttar Pradesh). Hindalco’s power division is situated at Renusagar about 35 km from Renukoot. In September 1959, an industrial license was granted by the Government for setting up an integrated Aluminium plant at Renukoot, with an initial installed capacity of 20000 MT. The construction work was completed with 18 months, a record for a major job of this kind. The dream of the great visionary Syt. G.D. Birla to locate an Aluminium plant near Rihand power house came true. The late Prime Minister Pt. Jawaharlal

Determination of Service Indicators for Service Departments Nehru, formally inaugurated the plant in January 1963. From the modest beginning in 1962, Hindalco has now become an industrial giant with capacity to produce 242000 MT of Aluminium per annum. Renukoot a fast growing & thriving industrial township, which is now humming with activities & providing all the basic amenities of modern life to the inhabitants. From being one of the most backward areas of U.P., it has now carved a place for itself on the industrial map of India as well as World. Lying in the foothills of the Vindhya range, Renukoot is about 165 km from Varanasi and 154 km from Mirzapur. The expansion programme of plant from the initial capacity of 242000 MT took place in the stages during the last thirty five years. Apart from catering to the internal demand of Aluminium in the country, Hindalco is also exporting Aluminium semis to various countries including U.S.A., Germany, Japan etc. Renusagar power, a division of Hindalco is the major supplier of power to Hindalco. The power generating capacity of Renusagar power division has increased to 575 MW since last year. Now Renusagar is able to meet the full requirement of Hindalco. Hindalco is an ISO-9002 company since 1994. Recently in July 1998 it has also received the certification of ISO-14001 for environment maintenance system. The company has been able to continuously enhance the quality and range of the product and provide customer satisfaction. In 1962 when production started, the company had on its roll about 900 staff and workmen and the present strength of employees is about 14000. The office and works site is located at Renukoot and there are zonal offices at Bangalore, Bombay, Delhi and Calcutta. The company is managed by a Board of Director and other Senior Executives.

Management
Syt. Kumar Mangalam Birla Syt. Debu Bhatacharya Chairman Managing Director

Hindalco today

Determination of Service Indicators for Service Departments Hindalco ranks as one of the largest Aluminium producer in India and contributes about 35% of the total Aluminium production of the country. The company’s fully integrated Aluminium operations consist of the mining of Bauxite, conversion of Bauxite into Alumina, production of primary aluminium from Alumina by electrolysis and production of properzi redraw rods, rolled products and extrusions. Capacities Power Alumina Aluminium Rolled products Extrusions Wire rods Foils Co-generation Present 575 4,50,000 2,42,000 80,000 15,000 50,000 5,000 37 MW MT p.a. MT p.a. MT p.a. MT p.a. MT p.a. MT p.a. MW

Joint venture companies of Hindalco 1. Indo-Gulf Fertilisers & Chemical Corporation Limited 2. Bihar Caustic & Chemicals Limited 3. Tanfac Industries Limited 4. Mangalore Refinery & Petrochemicals Limited (MRPL) 5. Birla AT & T Communications Limited 6. Bina Power Supply Company Limited 7. Birla Global Finance Limited (BGFL) 8. Birla Capital International AMC Limited (BCIAMC) 9. Rajshree Polyfil Limited

HINDALCO’S VISION

Determination of Service Indicators for Service Departments To strengthen our position as a premium aluminium company, sustaining domestic leadership and global competitiveness through innovation, quality and value added growth. HINDALCO’S MISSION To relentlessly pursue the creation of superior shareholder value by exceeding customer expectations profitably, unleashing employee potential and being a responsible corporate citizen adhering to our values. . HINDALCO’S STRATEGY

EFFICIENCY FOCUS: To be one of the lowest cost producers globally.
EFFECTIVENESS FOCUS: To continue to remain the market leader domestically. GROWTH FOCUS: To purchase value adding growth opportunities in aluminium.
HUMAN RESOURCE (HR)

Human Resources play a vital role in shaping a healthy and growing organization. Without doubt, human resources development has hence been aptly described as the “soul” of a vibrant and dynamic organization. The increasing complexity and problems of managing human resources places heavy demands on ensuring equal emphasis on all the sub-systems which play a crucial part in ensuring holistic development of the human resources. Human Resources Management has gained immense importance in today’s environment of global competition to meet future challenges in the new millennium. In these days of rapid advancement in Information Technology and Techno-Commercial aspects of business, it would be eventually the “Man behind the Machine” who would determine which way / direction an organization goes. Human Resources Development systems have an important task in achieving the required dynamics to enable any organization to perform at its peak. The right recruitment and selection to start with, progressive training and development thereafter, and, a fair performance appraisal system gives an impetus to professional and proficient management of HR.

Determination of Service Indicators for Service Departments There is yet another dimension of HRM which is directly related to, and falls within the ambit of organizational development that deserves major attention because the “character & culture” of an organization is formed by HR of the organization and that will finally decide the future of the organization. After said all this, it is imperative to consolidate on the available human potential and check HR wastages to ensure organizational effectiveness as it has become a key to sustain excellence and achieve competitive advantage over others. This project study on “DETEMINATION OF SERVICE INDICATORS FOR SERVICE DEPARMENTSW” thus assumes an even greater relevance in the existing changing business scenario especially so when there is a paradigm shift in the Organizations’ approach towards Human Resources Management in outlining specific roles. Without defining HR vision, roles & objectives, an organization would jeopardize its growth and survival therefore it is all the more necessary to indigenize the HR sub-systems for one’s own benefit after a close microscopic scrutiny. .

HINDALCO HR VISION, MISSION & OBJECTIVES

HR VISION To provide an enabling environment where employee competencies are nurtured and harnessed towards sustainable business growth and leadership. HR MISSION To proactively assess and provide for the HR needs of the business and customer for the attainment of organizational goals. HR OBJECTIVES • To collaborate with and support internal customer of HR in achieving business objectives through HR services viz. effective manpower planning , ensuring harmonious industrial relation etc. • To review and redesign the structure of the organisation with the clarity of roles, responsibilities and accountability for overall organizational effectiveness and speeding response to emerging business challenges.

Determination of Service Indicators for Service Departments • • • • • • • • To develop knowledge and skills of the employees and groom leaders with functional and business competencies to meet future demands of the organizational (viz. flexibility and change management). To benchmark best HR practices in order to enhance human resource effectiveness. To enhance employee productivity through rationalization of jobs and manpower optimization. To promote employee involvement in decision-making, team working, creativity and empowerment. To institutionalize transparency by framing, updating and communicating systems and processes. To maintain good liaison with government/ external agencies in order to better serve the organizational cause. To provide a safe and healthy work environment and continuously benchmark and upgrade the standards of safety and hygiene. To work towards improving the quality of work life of employees and the lives of their families.

HINDALCO INDUSTRIES LIMITED Organisation Chart of HRD Division

V.P. (HR)

Medical services

Head, HRD

Head E.R

Head Security & T.A

HeadSafety

School ( all principles)

Determination of Service Indicators for Service Departments Services directly or indirectly end to Customer Satisfaction. Satisfaction is a emotional response to his or her prior experience with and expectations with the benefits provided by the services of service department of the organisation. It is believed that satisfaction will influence future. Customers can experience satisfaction with; • • • • Organisation’s services, overall Specific performance aspects of organisation’s services Organisation’s conduct of transaction (delivery of services, repair visits, complaint handling, etc...) The kind of relations between employees and the organisation.

Determination of Service Indicators for Service Departments Services can be explained with the help of a following cycle

IMPROVEED EMPLOYEE SATISFACTION

SATISFIED CUSTOMERS

LOWER LOWER CUSTOMER CHURN

EMPLOYEE TURNOVER

HIGHER PROFIT MARGIN

Determination of Service Indicators for Service Departments

IMPROVEED EMPLOYEE SATISFACTION

SATISFIED CUSTOMERS

LOWER LOWER CUSTOMER CHURN

EMPLOYEE TURNOVER

HIGHER PROFIT MARGIN

:

Following model presents the interrelation between customer satisfaction and

Loyalty interrelates. This model advises that loyalty to be more of an emotional bond, while satisfaction deals more with functional performance.

Determination of Service Indicators for Service Departments

Perceived Caring

Emotional Bonds

Trust & Confidence Brand awareness Customer Loyalty Product Satisfaction Perceived Caring

Brand Image

Perceived Knowledge

Channel Assets

Accessibility & responsiveness

The management shall review the organisation’s quality management system, at planned Intervals, to ensure its continuing suitability, adequacy and effectiveness .this review shall include assessing opportunities for improvement and the need for changes to the quality policies and quality objectives.

The input of management reviews shall include information on:
• • • • • Results of audit Customer feedback Process performance Changes that could affect the quality management system Recommendations for improvement

The main objective of the measurement of performance of the Quality Management System. The organisation shall monitor information relating to customer perception as to whether on the organisation has met customer requirements.

Determination of Service Indicators for Service Departments

Considering Hindalco industries limited, Renukoot, emphasises on the benefits of customer satisfaction. The service departments of Hindalco are : • • • • •

Recruitment/ Personnel IT Building Maintenance Accounts Town Admin, Security and Camp Office

RESEARCH METHODOLOGY: SAMPLE: ENTIRE HEADS OF SERVICE DEPARTMENTS TYPE OF RESEARCH: DESCRIPTIVE RESERCH METHODS: QUESTIONNAIRE AND INTERVIEW METHOD

Determination of Service Indicators for Service Departments

FINDINGS AND ANALYSIS RECRUITMENT AND SELECTION
At the time of vacancy, it is mandatory to inform about the vacancy in the Employment Exchange. As per the management policy, the company will attempt to fill all vacancies, except at entry levels, from within Hindalco to the extent

Determination of Service Indicators for Service Departments possible. To ensure this, filling up of all vacancies will be done through the HR Department.

RECRUITMENT
The procedure detailed below is applicable for filling vacancies in all sanctioned positions of Hindalco. It, however does not deal with campus recruitment of GETs and MTs which is detailed separately along with details of the training schemes. Whole process of recruitment generally takes 90 days but in case of urgent requirement, it must be completed earlier..
Sources

The following sources shall be used to identify prima facie suitable candidates for every vacancy: 1. 2. 3. 4. 5. From within i.e. through transfers and promotions of existing employees. Internal databank of applications maintained by HRD. Through Poornata (ABG Portal). Advertising in national/local press. Through an executive selection agency.

FLOWCHART

Determination of Service Indicators for Service Departments

Vacancy released by Department Head and approved by the Functional head.

Approved by HR Head, consult the Personnel alternatives section for various

HR

Department Head

along fills

with the

the

Department

position

internally, if possible, on the basis of Performance Appraisal.

Then inform the Recruitment Section for releasing the vacancy on Poornata (Portal of ABG Ltd) for both internal and external candidates. From releasing vacancy to forwarding information to recruitment section it takes 4-5 days.

Then within 15-20 days the vacancy will be displayed on both intranet (for internal group) and internet (for External group).

Determination of Service Indicators for Service Departments Application of all interested candidates, whatever is their source, shall be screened by HRD using detailed job description and specification as the basis. A shortlist of all prima facie suitable candidates who should be called for interviews should be prepared within 4-5 days

After that a Telephonic round of interview will be arranged within 7 days as per the suitability of candidate and concerned Department Head.

After that, the date of Personal Interview is fixed as per suitability of all short listed candidates and Interview Board Members. It generally takes 20 days.

The final approval is given by the Unit Head and the candidate is medically examined, if the candidate is found to be fit, then the offer letter is issued to the selected candidate.

Once the candidate accepts the offer letter, the date of joining is decided with the mutual consent of the candidate and management. On his arrival the joining formalities are taken care of.

Determination of Service Indicators for Service Departments
INFORMATION TECHNOLOGY

For ensuring Quality, Service and Information Security, IT Department has established ITMS based on PDCA model and with the help of integration of ISO9001:2000 (Quality Management ), BS 15000 (IT Service Management) and ISO -27001 (Information Security Management). Hindalco IT Department is World’s 1st integrated implementation of 3rd International IT Standards , which is certified by DNV in Dec 2005. Our main objective is to implement the best practices and continuously improve upon it. The DR solution setup at Renusagar ensure Business application availability in case of disaster , which is an on-line true replica of Database server at Renukoot, results to zero data loss by implementation of State-ofthe-art “Metro Mirror Technology.
Information Security Prerequisites

The deployment and use of information system in the Group are governed by the Information Security Policy of the Group. Upon joining Aditya Birla Group, employees are required to sign “Information System Acceptable Use Agreement” before they can access any of the Group’s Information System.
Access to Information System

Employees will be granted access to Information System based on business needs. Users will be assigned a unique identification code (User ID) and password to enable them to gain access to Information System. The IT department regularly monitors and audits the usage of Information System. IT department generally provide services to the employee in the form of following: • Setup i.e. Change Calls • Bug i.e. Incident Calls • Information i.e. Information Calls For solving the employee’s problem/complaint IT Department has software called Calls Management System (CMS).

The IT Department has signed two agreements:
• • Service Level Agreement (SLA) Operation Level Agreement (OLA)

Determination of Service Indicators for Service Departments

SERVICE LEVEL AGREEMENT (SLA) - This agreement is signed between IT Department and other Departments that the complaints will be solved within the specified period. OPERATION LEVEL AGREEMENT (SLA) - This agreement is signed internally among employees of IT Department that the particular complaint will be solved within specified period.

Determination of Service Indicators for Service Departments FLOWCHART Calls registered through by the online

employees

requisition form.

Calls whether network

assigned task the calls related,

to is

the of

respective

(team), hardware

related etc.

Calls are then solved as per the Service Level Agreement (SLA).

Calls

end

when

the

employees again check the system and their problem are resolved.

Determination of Service Indicators for Service Departments
BUILDING DEPARTMENT

Building Department looks after Colony Maintenance. It includes more than 8000 quarters. Building department has the following functions:  Construction  Routine Maintenance  Development

CONSTRUCTION
Construction include jobs like

The job of construction does not exactly deal with the services that are rendered to the employees. MAINTENANCE

Accepts the complaint through:
 Online  Telephone  Writing

DEVELOPMENT WORKS

Major maintenance problems are considered as Development Works. Their job is being identified into following categories:
     Painting Carpentry Fabrication Plumbing Massionary

Determination of Service Indicators for Service Departments

MAINTENANCE
Complaints Through: Online Writing Telephone

Identification job:Painting Carpentry Fabrication Plumbing Massionary

of

Execution

Regular Job Necessity of occupant Their rights of being occupant

Needs approval (extra job) For comfort or quality of life. It depends on:Necessity Company policy Budget

ACCOUNTS DEPARTMENT

Determination of Service Indicators for Service Departments Every organization has some objectives and whether these are achieved or not is also monitored. It is possible when all the transaction evaluated in terms of money and is recorded in a meaningful manner. The process of keeping these records is called “Accounting” and the department that does it is called as “Accounts Department”. The main task of the accounts department is to advise management on the financial matters and maintain accounts prescribed under the companies act. A necessary part of this function is proper accounting of income and expenses and assets and liabilities. There are many function in the Accounts department i.e. Accounting, Audit, Taxation, PF, Banking, Insurance, Fixed Assets, Cash Receipts Payments, Budgeting etc. The Accounts Department performs their function in the form of service to the employees in the following manners: 1. 2. 3. 4. 5. 6. Gratuity Super Annuation Reimbursement of Bills Insurance Provident Fund Ex-Gratia Payment

Determination of Service Indicators for Service Departments

GRATUITY
All confirmed employees of Hindalco automatically become members of the Gratuity Scheme. The amount of Gratuity is as per the rules and regulation of Hindalco employees Gratuity trust will be entitled to only those who have completed their 5 years of service. If the employee is transferred within the ABG, the amount payable as per norms of Birla Management Centre.

Acc. to Gratuity Act,
Years Up to 5 yrs 5 to 10 years 10-15 years Above 15 years On the rules of Gratuity Nil 18 days per year. 21 days per year. 26 days (i.e.1 month) per year.

Maximum Gratuity is of 600 days i.e. 23 months 2 days. Every year 240 days of working should be there. (DAYS WORK+ PAID LEAVE+ PAID CASUAL LEAVE+PAID SICK LEAVE=240 DAYS) Rules are same in case of resign. Above rules are applicable for supervisory cadre employees.

Gratuity payable for management cadre employees:
YEARS Up to 5 yrs 5-10 yrs 10-15 yrs 15& above On the basis Nil 18 days 21 days 30 days.

In case of resign the gratuity will be payable @ 15 days per year. Forms to be filled by candidates are of following categories:

Determination of Service Indicators for Service Departments Categories Form I Form J Form K, form L Applied by : Candidate Nominee Legal authorised person

Formula :
(No. of days *no of yrs)/26=no. of months and no. of years are calculated.

Salary/26*180days=gratuity
PROCESS

HR DEPARTMENT (RETIREMENT FORM) On issuing a retirement letter the form of Gratuity is attached.

WELFARE DEPARTMENT When the employee brings the filled form, Welfare dept sends a requisition for collecting the Personal Folder for checking the complete personal data of employee.

TIME & PAYROLL OFFICE Once the Employee submits the duly completed Gratuity form the Time and Payroll Office all the cheque of dues are handed over to the concerned employee by respective sections.

Hindalco( trustee) Claim form is prepared. And checking of papers.

Determination of Service Indicators for Service Departments

FUND MANAGER Verification of filled forms and transfers the funds from LIC Varanasi to the Accounts dept (Hindalco).

(trustee) Trust receives cheque from fund manager and make the payment to employees( retire/resign, transfer etc) Payment made to the employee after getting fund from LIC Varanasi. ACCOUNTS DEPARTMENT Accounting, payments, auditing, minutes, reports, meetings.

Determination of Service Indicators for Service Departments

Super Annuation
SUPER ANNUATION

Super Annuation is also known as Hindalco Super Annuation scheme.
It covers all Assistant Managers and above. Super Annuation scheme is the benefit provided to the employees by the company in four different beneficial manners which are: • • • • To get the whole amount at the time of retirement, he can withdraw 1/3rd of the amount at any time and the rest is given as pension. To withdraw 1/3rd of the amount at any time and the rest is given as pension. Newly employees covered under super Annuation, amount to be paid as super Annuation allowance. Its upto the employee, if he wants to become member of Hindalco super Annuation scheme instead super Annuation allowance.

These options are provided in accordance with the choices of employees. Monthly pension is decided by the LIC rules on the age basis. The interest rate every year declared by LIC as per fund of Trust.

Super Annuation is calculated through the following process:-

Determination of Service Indicators for Service Departments

Nomination HR

FORM of new employeeTHROUGH

Nomination form is provided by the HR dept within a day and further filled copy of this form is received by the HR Deptt. from the employee.

CALCULATION OF CONTRIBUTION/payments and fund transfer to other companies BY ACCOUNTS DEPARTMENT 15% of the basic salary is contributed by the company and it is calculated within a day. Along with a claim form for payment to employees.

LIC (VARANASI) Claim form of employees is forwarded to LIC for final payments and it takes approx one month from the date of sending the proposal. After claims amount received from LIC, payment through the Accounts Deptt. is made to the employees.

Determination of Service Indicators for Service Departments
Reimbursement of Bills

HR GUIDELINES As per the company guidelines.

BILLS RECEIVED Bills like Travel, Medical, Transport, Insurance, Telephone and car operating etc are accepted by the Billing Section of the Accounts Department.

CHECKING OF BILLS Then the bills are checked by the billing section within 1-2 days.

APPROVAL Then it is approved by trustee within 1-2 days.

PAYMENT MADE Cheque is issued and payment is made to employee.

Determination of Service Indicators for Service Departments

INSURANCE
INSURANCE

Group Personal Insurance

Workmen Compensation Policy

Group Personal Insurance

It covers accidental injuries occurs 24 hours all over India. It doesn’t cover sickness. It is not a compulsory policy, rather a beneficial policy given by the company to the employees. It is given to both staff and workers. • • Staff- Sum insured is the 50 times of the salary Workers- Sum insured is fixed i.e. Rs. 1 lac .

Workmen Compensation Policy

It is a legal compulsory policy. It covers accidental injuries is caused to the workmen by accident arising out of and in the course of his employment . Sum insured depends on the worker’s salary and it is only for workers. Both the policies compensate only the leave period of the employee not the treatment amount.

FLOWCHART
GENERAL PERSONAL INSURANCE

Determination of Service Indicators for Service Departments

Injury happened to the employee

SAFETY DEPARTMENT When injury happened employee gives intimation i.e. date, time and place of the injury in the written form to the safety department.

GENERAL INSURANCE SECTION Safety Department then passes that intimation to the General Insurance Section of the Accounts Department within a weak after given by employee.

INSURANCE COMPANY After the General Insurance Section that intimation is forwarded to the insurance company for registration within 2-3 days after getting it. Settlement period is 1-3 months between Hindalco and Insurance Company.

SAFETY DEPARTMENT After fitness, employee required to submit the

documents like treatment paper, fitness certificate, Xray, salary slip of injured month, claim form and medical report to the Safety Department.

Determination of Service Indicators for Service Departments

GENERAL INSURANCE SECTION Then Safety Department forwarded these entire

documents to the General Insurance section in the 2-3 days after getting it from the employees. General Insurance Section calculates the claim of the employee.

INSURANCE COMPANY General Insurance Section passes these papers to the Insurance Company within 3-4 days after getting it from Safety Department. Insurance company then settle the claim.

SAFETY DEPARTMENT Receives the list of settled claim. All the amount of claim of every employee is submitted to the Workmen Compensation A/C. Cheque is issued in the name of the Hindalco by the Insurance Company and submitted in the Workmen Compensation A/c from where employee can withdraw.

Determination of Service Indicators for Service Departments WORKMEN COMPENSATION POLICY Injury happened to the worker

SAFETY DEPARTMENT When injury happened worker gives intimation i.e. date, time and place of the injury in the written form to the safety department of their department

GENERAL INSURANCE SECTION Safety Department then passes that intimation to the General Insurance Section of the Accounts Department within a weak after given by worker.

INSURANCE COMPANY After the General Insurance Section that intimation is forwarded to the insurance company for registration within 2-3 days after getting it. Settlement period is 1-3 months between Hindalco and Insurance Company.

SAFETY DEPARTMENT After fitness, worker required to submit the documents like treatment paper, fitness certificate, X-ray, salary slip of injured month, claim form and medical report to the GENERAL INSURANCE SECTION Safety Department. Then Safety Department forwarded these entire

documents to the General Insurance section in the 2-3 days after getting it from the employees. General Insurance Section calculates the claim of the worker.

Determination of Service Indicators for Service Departments

INSURANCE COMPANY General Insurance Section passes these papers to the Insurance Company within 3-4 days after getting it from Safety Department. Insurance company then settle the claim.

SAFETY DEPARTMENT Receives the list of settled claim. All the amount of claim of every employee is submitted to the Workmen Compensation A/C. Cheque is issued in the name of the Hindalco by the Insurance Company and submitted in the Workmen Compensation A/c from where worker can withdraw.

Provident Fund

The company has a contributory provident fund scheme covering all employees. This is administered by a trust named Hindalco Employees Provident Fund Institution. The contribution of both employees and employers is 12% of salary and wages of the employees. The P.F institution of the company has been exempted under the employee’s provident scheme. Under the said scheme, employees are also covered in the “pension scheme” in accordance with the employee pension scheme.

Provident Fund has two major functions as the service to the employees:-

Determination of Service Indicators for Service Departments • • Loan Payment Final Settlement

LOAN PAYMENT There are two types of loans

1. Refundable loan 2. Non-Refundable loan REFUNDABLE LOAN can be taken again after 6 months of completion of earlier loan. However, trustees have power to deviate and to sanction loan before the completion of the 6 months. It is paid at the 9.5% interest rate. NON-REFUNDABLE LOAN can be attained during service and maximum for 36 months’ salary and wages. These loans are generally taken for personal reasons and can be taken at any time except non-refundable loan where the eligibility for applying is not less than 5 yrs membership.

LOAN PAYMENT
APPLICATION FOR LOAN Candidate applies for loan through application.

CHECKING OF APPLICATION Application are being checked that whether previous loan is due or not and it is done twice in a weak i.e. Wednesday and Saturday

CHECKING OF ACCOUNTS Then that application will be forwarded to the accounts department for checking of advances, loans and dues within a day.

Determination of Service Indicators for Service Departments

SORTING After getting back it from the Accounts department on the same day, the first time loan application is sorted out from the outstanding dues. Then deposit slip is taken for the outstanding ones and takes the approval by the trustee. It is done twice in a week i.e. Wednesday & Saturday. Then that application along with deposit slip if any, is given to the dealing person (The person whosoever is looking for that department) on the same day.

LOAN SANCTION LIST After all checking has been done, and then the next day the generation of loan sanction list will take place. The list contains the details like employee code, employee name, reason of loan, amount etc.

APPROVAL After that the list is being approved by the Trustee/Secretary on the same day.

BANK ADVICE Then the list is forwarded to the bank and advices to credit the account of concerned employees with the particular amount and debit the Hindalco Employee Provident Fund Institute account.

Determination of Service Indicators for Service Departments

FINAL SETTLEMENT
FORM FROM HR Employee get the form from HR and make checking of filled form from Time office, and to their parent Department and then the PF section fills the employee code for the requisition.

DETAILS After entering emp. code, employee has to fill the details about date of leaving the organisation and the reason

VERIFICATION Verification of the employee is then done by HRD and Time & Payroll and is done within a week.

GENERATION & CHECK IN After verification, Ledger is generated and is checked manually in an hour.

FINAL SETTLEMENT Generation of final settlement of voucher and final settlement is done simultaneously.

PAYMENT Cheque is generated and payment is made to the employee on seeing the punch card and witness for identification.

Determination of Service Indicators for Service Departments

EX-GRATIA
Ex-gratia is provided to the employees in three manners: • • • Employees getting salary above 10,000 including DA Long service ex-gratia Management consideration

EMPLOYEES GETTING SALARY ABOVE 10,000+DA
In this, whatever may be the salary of the employees, but Rs.3500 as monthly payment and ex-gratia is calculated on it only i.e. 20% of Rs.3500.

LONG SERVICE EX-GRATIA
Those employees whose service period is more than 25 years will get exgratia in the following manner – after every two years, in block half month salary will be given as ex-gratia payment. Those employees whose service period is more than 37 years will get exgratia in the following manner- on the last drawn salary including DA whole amount of salary will be given as ex-gratia.

MANAGEMENT CONSIDERATION
In case of pre-retirement, management considers a sort of financial help to the employees. It is approved by VP-HR.

Determination of Service Indicators for Service Departments

TOWN ADMIN, SECURITY AND CAMP OFFICE
TOWN ADMIN SECURITY

Conservancy

Temples & religious functions

Transport

Gardening

Guest House

Intelligenc e

TOWN ADMIN The Town Admin Section of HR Department performs following functions for Hindalco employees at Renukoot . These are:1. Administration of Town – Social issues, religious functions , ie maintaining town discipline responsible for 9000 employees and their families 2. conservancy 3. Temples-religious functions

CONSERVANCY
Its role is to maintain high quality of sanitary and hygiene in three townships,admin colony,plant colony and plant2 colony National Highway from Hindalco plant to railway station, Rly station.

Determination of Service Indicators for Service Departments

SECURITY
The main role of security is security of plant and 3 townships at Renukoot besides following functions are also part of the main functions of town admin and security which are : 1. 2. 3. 4. Transport Gardening Guest House Intelligence

TRANSPORT Transport section has to perform the following roles:
• • Make arrangement of safe transport to our employees and guests at lowest cost. Operate arrangement of safe and economical School buses for the employee’s children.

GARDENING The following are the roles of the Garden section of Town Admin:
• • • To protect and maintain the environment of Plant and Colony. Create comfortable work ambiance for the employees. Provide flowers to the employees whenever they need (e.g. marriages).

Determination of Service Indicators for Service Departments

TRANSPORT FLOWCHART
Online Requisition Specify the model, time which depends on requirement of the employees.

OFFICIAL PURPOSE PERSONAL PURPOSE

Compulsory to provide (within an hour, inform the concerned employee)

Depends on availability. (Customer calls for confirmation within 8 hrs.)

Vehicle provided

Determination of Service Indicators for Service Departments

SECURITY

The following flowchart shows the security system for visitors.

Determination of Service Indicators for Service Departments The following security steps are taken for visitor’s entry: Gate pass Photographs Biometric systems Confirmation with the host CCTVs

Issue Visitors Pass to the visitors, visitor visits the respective destination and take the host’s signature on gate pass for verification.

After visiting the respective destination, returns to gate and gate pass are being surrendered after checking it.

After verification, the visitors are allowed to go out of the premises.

CAMP OFFICE
Camp office of HR Department has the following function:
1. Allotment of Houses to the employees. 2. Allotment of Welfare Centre (for marriages). 3. To give the notice to the employees to vacant the house.

Determination of Service Indicators for Service Departments 4. To maintain the furniture in the employee’s houses. 5. Furniture issue indenting. 6. Issue of soft furnishing for functions (marriages).

FLOWCHART Allotment process

Determination of Service Indicators for Service Departments

All employees are divided into 46 days

Each seniority

Department defined like, date on date of

has the of last

parameter of birth,

joining, date of grade, date promotion and of previous promotion.

Availability of houses is displayed on Oracle system

Employees select a house On the basis of his seniority level.

Camp office allots the desired house.

Determination of Service Indicators for Service Departments

RESULTS:

• •

Determined service indicators for service departments. Prepared questionnaires for service departments.

Determination of Service Indicators for Service Departments

CONCLUSION
In our project” Determination of Service Indicators for Service Departments”, We have finalised the service indicators for all the service departments of Hindalco Industries limited. Today is the buyers market. In the world of globalisation, by ensuring merely the customer satisfaction, the organisation can survive but it cannot flourish and compete with the competitors. For that, it is important to move from customer satisfaction to customer delight and ultimately to customer obsession, only then the organisation can rule the market. There are both external and internal customers whose attitudes, opinions and behaviour affect the organisation’s day-to-day success: External customers- external customers exist outside the organisation. This type that comes to mind are “end-use” customers, the ones who use or consume the product or services of the organisation for their own purposes or production. Internal customers- employees of the organisation for whom the service departments provide product, services or servicing. Stakeholders- are those whose interests are linked with the organisation. It includes employees, stockholders, community leaders . If the internal customers are satisfied, then only it is possible to attract and retain the external customers. Service indicators are basically framed to ensure the satisfaction of internal customers and developing the culture where the organisation can ensure the best

Quality of services provided by the service departments to the employees.
This will not only give rise to a healthy work culture in the organisation but will also ensure the increase in productivity.

Determination of Service Indicators for Service Departments

Some of the advantages of ensuring the quality of service are:
1. This will help in providing the reliable service by the service departments to the employees dependably and accurately. 2. This will inculcate the feeling of responsiveness and willingness to help employees and provide best services to them. 3. This will give assurance to the employees by the service departments in following manners: • Competency: possessing the required skills and knowledge. • Courtesy: politeness, respect, consideration, and friendliness with the employees. • Credibility: trustworthiness, believlity, and honesty of the service departments. • Security: freedom from danger, risk and doubt. 4. This will give the knowledge about expectations of the employees to the service departments in: • Accessibility: the manner the service departments approach their customers. • Communication skills: keeping employees informed in language they can understand and listening to their response and questions. • Understanding the customers: taking the effort to get to know the employees and their particular needs.

Determination of Service Indicators for Service Departments

LIMITATIONS:
 Based on certain organisation’s restrictions, certain data cannot be revealed to general mass.  Limited time period.

Determination of Service Indicators for Service Departments

ANNEXURE

Determination of Service Indicators for Service Departments

ACCOUNTS

S.No .
1

Statement
Accounts department is able to provide the gratuity cheque within 20 days of receipt of advice from Time Office. Accounts department activate the facility of Super Annuation fund after 45days of getting salary details from payroll office?

YES NO

If No, Comments

3 4

My Medical bills get cleared within 15 days of receipt of submitting the bill? My Travelling bills get cleared within 15 days of receipt of submitting the bill? P.F section is able to do the final settlement of your account within 4 days of getting application? The time period of 15 days after intimation of providing Group Personal Insurance is appropriate according to you? Loan payment happens 7 days of submitting the application by P.F section?

5

6

7

TOWN ADMIN & CAMP OFFICE
S.NO Statement
1

Comments

The colonies are properly cleaned by Conservancy Unit.

Determination of Service Indicators for Service Departments YES NO I am aware of the cleaniness schedule of my colony area. YES
3

2

PERSONNEL & RECRUITMENT NO
Agree Neither Disagree YES Strongly If NO,Comments Disagree NO

I am satisfied by the housing allotment procedure.

Strongly agree S.NO Statements
4 1 2

The parks and garden are maintained properly and the services Theoffered by the Garden unit are and transparent. process of Recruitment is fair satisfactory. Strongly Disagree

Strongly agree Agree Neither Disagree Recruitment section supplies the Quality Manpower. 5 The services provided by the Transport department are satisfactory. 3 Recruitment section supplies the Manpower on time . Strongly agree Agree Neither Disagree

Strongly Disagree

6 Transport department collects feedback after completion of Dealing with the customers is in discipline manner by the journey. 4 department. YES NO Joining formalities is done of allotment of houses isby the 7 The online requisition satisfactorily and timely effective. 5 department. YES NO Induction program conducted by the department is 6 fruitful. 8 Feedback is obtained by Town Admin on the services provided.

YES NO Camp office provides timely and quality service in employees function(ex:- marriages 9 etc..) YES NO 10 The allotment of houses if fair and known to to me Strongly agree Agree Neither Disagree Strongly Disagree

Determination of Service Indicators for Service Departments

BUILDING & COLONY MAINTENANCE
S.NO Statement
1 Complaint is attented within a day of posting. YES NO 2 Building department serves quality service of maintenance within a day of posting your complaint. YES
3

Comments

NO

Building department is able to resolve the maintenance problem within a day of launching the complaint Strongly agree Agree Neither Disagree Strongly Disagree Building department is rendered within specified days. YES NO

4

5

The services offered by the Building department are satisfactory. Strongly agree Agree Agree Agree Neither Neither Neither Disagree Disagree Disagree Strongly Disagree Strongly Disagree Strongly Disagree

6

The services offered by the Building department are fast. Strongly agree

7

The services offered by the Building department isReliable/Quality. Strongly agree The online complaint process is effective. YES NO Feedback is obtained by Building Maintenance on the services provided YES NO

8 9

Determination of Service Indicators for Service Departments

INFORMATION TECHNOLOGY
S.NO Statement
1

Comments
NO

Calls are attended within a day of posting.
YES

2

The online registration of calls is effective. YES NO Change Calls (Set-Up Calls) are repaired within specified time.
YES NO

3

4

Incident Calls are resloved on specified time.
YES NO

5

Information are provided as and when required.
YES NO

6

System are developed as requirements and also for improvement. Strongly agree Agree Neither Disagree Strongly Disagree

7

Department is efficient in maintaining ISO Standards. Strongly agree Agree Agree Neither Neither Disagree Disagree Strongly Disagree Strongly Disagree

8

Feedback is obtained by IT Department on the services provided. Strongly agree

Determination of Service Indicators for Service Departments

SECURITY

S.NO

Statement

Comments

1

Any outside person is allowed to come inside the Plant only after approval of concerned authority. Strongly agree Agree Neither Disagree Strongly Disagree

2

In case of emergency Security persons responds quickly.

Strongly agree
3

Agree

Neither

Disagree

Strongly Disagree

Quality of service provided is good. Strongly agree Agree Neither Disagree Strongly Disagree

4

General attitude/ behaviour of Security persons are good. Strongly agree Agree Neither Disagree Strongly Disagree

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