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By SHWETA SINHA
Reg. No. 35107302
A PROJECT REPORT
Submitted To The Department of S.R.M SCHOOL OF MANAGEMENT In Partial Fulfillment for the award of the degree
MASTER OF BUSINESS ADMINISTRATION IN
S.R.M SCHOOL OF MANAGEMENT S.R.M UNIVERSITY KATTANKULATHUR CHENNAI-603203
HCL TECHNOLOGIES-BPO SERVICES GREAMS ROAD, CHENNAI, TAMIL NADU
This is to certify that the final project report titled “RECRUITMENT PROCESS OF HCL TECHNOLOGIES – BPO SERVICES, GREAMS ROAD, CHENNAI”, is done by Ms. Shweta sinha (Reg. No. 35107302) of MBA, SRM School of Management, (SRM University) Kattankulathur during the academic year 2009, Fourth semester, final year who carried out the project under my supervision. Certified further, that to the best of my knowledge the work reported herein does not form part of any other project report or dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or any other certificate.
Internal Examiner PLACE: KATTANKULATHUR
I extend my sincere gratitude to our respected Dean Dr. JAYSHREE SURESH for her kind co-operation and valuable suggestions throughout this project. I take this opportunity to express my sincere gratitude to Mr. J. DINESH, Faculty, SRM School of Management for his guidance during the course of the project.
AARTHI. PREM CHANDER.ACKNOWLEDGEMENT I would like to give thanks to Ms. for their kind help in providing me various information. Ms. ACCOUNTING MANAGER for getting this project at HCL TECHNOLOGIES-BPO SERVICES. Executive HR to spend he precious time on my Final Project and also her colleagues to help me in completing my project successfully. SHWETA SINHA FINAL YEAR. MBA SRM SCHOOL OF MANAGEMENT STUDIES CHENNAI 6 . I would like to convey special thanks to Mr. EXECUTIVE HR. AROCKIA SHEEBA THOMAS. All together lastly. I would like to thanks each and everyone who have made this on-the-Job Training a successful program. I am also thankful to various Executives of HCL TECHNOLOGIESBPO SERVICES.
SRM INSTITUTE OF MANAGEMENT. GREAMS ROAD. Shweta Sinha. SRM University.DECLARATION I. CHENNAI’ which was undertaken by me at “HCL TECHNOLOGIES – BPO SERVICES. CHENNAI” in partial fulfillment of the MBA degree course of SRM University. a bonafide student of final year MBA. here by declare that the final year project ‘RECRUITMENT PROCESS OF HCL TECHNOLOGIES – BPO SERVICES. Date: Place: Chennai Shweta Sinha 7 . GREAMS ROAD.
Also enable a proper recruitment strategy to be followed for candidates. In a short span of duration of study it was not possible to cover all the activities as it’s a vast area but all efforts have been done by me to incorporate as much information as possible in the short duration. I extend my sincere thanks to her. THANK YOU SHWETA SINHA FINAL YEAR. It also helps in finding out the requirements & sources needed to recruit the candidates and even improve recruitment process. MBA SRM SCHOOL OF MANAGEMENT STUDIES CHENNAI INDEX 8 . The scope of the study is to analyze the effectiveness of the current recruitment system and to know drawbacks of it. The objective of this study is to find out the sources of recruitment preferred by the company and also find out the difficulties in recruiting candidates. Executive HR It would not have been possible to complete the study without her proper Guidance. AROCKIA SHEEBA THOMAS. In this study adequate Guidance & Instructions have been provided by Ms.PREFACE The study was made at HCL BPO on recruitment process for fresh candidates.
0 Limitations of the Study DATA ANALYSIS AND INTERPRETATION 3.4 Questionnaire Design 2.2 Statistical Findings SUGGESIONS CONCLUSION QUESTIONNAIRE REFERENCES PAGE NO 05 07 15 22 23 28 35 36 37 37 38 38 38 39 39 39 40 41 42 58 64 64 65 67 70 72 80 2 3 4 5 6 7 8 9 .1 Data Analysis 3.CHAPTER NO ABSTRACT 1 CONTENTS INTRODUCTION 1.1 Review on Literature 1.6 Sampling Procedure 2.2 Statement of Objective 2.3 Need and Scope of Study 1.5 Company profile RESEARCH METHODOLOGY AND DESIGN 2.2 Overview of Recruitment Process 1.1 Type of Research 2.9 Pilot Survey 3.3 Research Instrument 2.2 Statistical Analysis SUMMARY OF FINDINGS 4.1 General Findings 4.4 Industrial profile 1.7 Period of Study 2.5 Data Collection 2.8 Sample Size 2.
ABSTRACT 10 .
11 . The period of study is three months. Also enable a proper recruitment strategy to be followed for candidates. The type of research design used is descriptive in nature and the required data is been generated using a research instrument called the questionnaire. The scope of the study is to analyze the effectiveness of the current recruitment system and to know drawbacks of it. The collected data is been analyzed using various statistical tools named chi-square and graphs.ABSTRACT The study was made at HCL BPO on recruitment process for fresh candidates. The objective of this study is to find out the sources of recruitment preferred by the company and also find out the difficulties in recruiting candidates. This study reveals that overall recruitment process given by the organization is effective and suitable for HCL BPO recruiting strategy. to a sample of 100 employees are convenience sampling and non-probability samplings. suggestions & recommendations and hence formulated summary of findings. after analyzing the data general and statistical findings are soughed out through interpretation. It also helps in finding out the requirements & sources needed to recruit the candidates and even improve recruitment process.
INTRODUCTION 12 .1.
in this context it becomes important to make an empirical study on the effectiveness of the recruitment process. Herein lies the important of recruitment and staffing. which continues with selection and ceases with the placement of the candidate. Recruiting is the discovering of potential applicants for actual or anticipated organization vacancies.“placing the right people for right job”. New product. 13 . Companies are now looking out for new ways of giving themselves a competitive advantage.INTRODUCTION Recruitment forms first stage in the process. it is a ‘linking activity’ bringing together those with jobs and those seeking jobs. Henceforth the process of recruitment is viewed with utmost attention and a study in this aspect is carried out. Thus. the first being the manpower planning. new image& new marketing idea are some of the ways this can be achieved but enlightened and successful companies look towards their people to provide the leading edge. People are the biggest assets in any organization and it becomes vitally important that this asset is properly selected and placed in the right place at the right time. There assets must be properly nurtured and their efforts to be harnessed so as to obtain maximum productivity. Recruitment makes it possible to acquire the number and types of people necessary to ensure the continued operation of the organization. In other words. Recruitment is an important aspect in their regard. It is the next step in the procurement function.
Recruiting makes it possible to acquire the number and type of people necessary to ensure the continued operation of an organization. 14 . even the best plans. compensation. Unless the appropriate people are hired. have to engage in recruitment. programmes. while others involve the HR Managers directly on the job. Some of them delegate the job to HR Managers.1. The effect of past recruiting efforts. Decisions regarding testing. and control systems would not yield good results. the compensation and benefits package offered by an organization influence and attract employees. which show the organizations ability to locate and keep good people. the employees will be motivated to continue in such an organization. Recruitment is the art of discovering and procuring potential applicants for actual and anticipated organizational vacancies. Here. REVIEW OF LITERATURE Recruitment forms the first stage in the process. and corporate image all have an impact on recruiting. It follows the HR planning function. Also. is another criterion. Accordingly. work policies. The element conditions in the community where the organization is located may be a factor for attracting potential job applicants. which continuous with selection and ends with the placement of the candidate. the purpose of recruitment is to locate sources of manpower to meet job requirements and job specifications. Factors Affecting Recruitment: All organizations. large are small.1. if an organization follows the promotional policy of recruiting from within. For example. organizational charts. Recruitment is considered as one of the most important function in an organization. certain geographic factors and location advantages play an important role.
Recruiting is an even more important activity when unemployment rates are low and economic growth is strong. leaving only the best to be hired. who apply. Most organizations have a continuing need to recruit new employees to replace those who leave or are promoted. conditions are not ripe for recruitment to succeed. Recruitment Definition: Recruitment is a process of searching for prospective employees and stimulating them to apply for jobs in an organization. Unless the two searches synchronize. It is often termed positive in that it stimulates people to apply for jobs to increase the selection ratio. and to permit organizational growth. Selection on the other hand tends to be negative because it rejects a good number of those.EDWIN B FLIPPO Recruiting is the process by which organizations locate and attract individuals to fill job vacancies. where the success of both the parties is critically dependant on timing. as attract the qualified employees they need to succeed. firms compete to 15 .” . Therefore.Organizations that are growing and expanding will always find it necessary to recruit and organizations that are growing may not need any recruitment. the job of recruitment is based on the mating theory. to acquire new skills.
Help reduce the probability that job applicants. Meet the organization’s legal and social obligations regarding the composition of its workforce. 6. Increase the pool of job candidates at minimum cost.planning and job. 3. 5. 4. A recruiting programme helps the firm in at least four ways: and sources for all 16 . Help increase the success rate of the selection process by reducing the number of visibly under qualified or overqualified job applicants. will leave the organization only after a short period of time. 8. 7. Specifically. and generate enthusiasm among the best candidates so that they will apply for the vacant positions. the purposes are to: 1. An effective approach to recruitment can help a company successfully compete for limited human resources. Recruitment lends itself as a potential source of competitive advantage to a firm.Purpose And Importance: The general purpose of recruitment is to provide a pool of potentially qualified job candidates. Increase organizational and individual effectiveness in the short term and long term. once recruited and selected. 2.analysis activities. Determine the present and future requirements of the organization in conjunction with personnel. The firm must choose a recruiting approach that produces the best pool of candidates quickly and cost effectively. qualifications and interests. Begin identifying and preparing potential job applicants who will be appropriate candidates. Evaluate the effectiveness of various recruiting techniques types of job applicants.
the effectiveness of the recruitment process can play a major role in determining the must be expended on other HR activities and their ultimate success. This can distort traditional wage and salary relationships in the organization.Attract highly qualified and competent people. resulting in unavoidable consequences. Thus. The poor quality of selection means extra cost on training and supervision. The negative consequences of poor recruitment process speak volumes about its role in an organization. a typical response is to raise entry-level pay scales. Help the firm create more culturally diverse work-force. when recruitment fails to meet organizational needs for talent. It can greatly complicate the selection process and may result in lowering of selection standards. Ensure that the selected candidates stay longer with the company Make sure that there is match between cost and benefit. SOURCES OF RECRUITMENT INTERNAL SOURCE: • Internal promotions EXTERNAL SOURCE: • • • • Advertisement in newspapers Campus recruitment Consultants Job fairs 17 . The failure to generate an adequate number or reasonably qualified applicants can prove costly in several ways. Furthermore.
A poor advertisement may attract the wrong type of candidate and distort the number of applications received i. radio.Advertisement: A common method of recruitment is advertising. There are certain exceptions to this where the legislation allows an employer to confine a job to a man.e. It reaches appropriate candidates as economically as possible. direct mail. Advertising media can range from the typical classified newspaper ad to very complex and glitzy campaign on radio or television. or a woman. The organization should include in the advertisement its statement of commitment to equal opportunities. Major approaches to advertising include newspapers. either too few or too many. The advertisement should be nondiscriminatory and should avoid any gender or culturally specific language. It enhances the public image of the organization. the collation of copy. Human Resources will provide advice on the content of the advertisement. television. the placement of the advertisement and the associated administration. where sex is a genuine occupational qualification. It must be based on the facts detailed in the job description and the person specification. The actual advertisement should be brief and written using a minimalist style as the cost of advertising is extremely high. magazines and directories. Compilation of the Advertisement: The advertisement should be designed to ensure that: • • • It attracts suitable candidates only. 18 . The detail about the job should be included in the Further Particulars about the post issued to all potential applicants.
• • Use resume databases to aid in the search for viable candidates. • Recruiters need to be carefully trained in planning and conducting effective interviews for gauging the potential of the students rather than only judging mark based performance. Provide clear and detailed information about the job and organization so that the student gets a realistic expectation about the job.Campus recruitment: Campus recruitment becomes a critical source because it provides the management personnel that will shape the future direction of the organization. Some guidelines for improving campus recruitment process are given below: • Identify those institutions from where student who are suited to the organization’s needs can be found and improve the relationship with such institutions. then there is more possibility of duplication. 19 . A disadvantage is that if the company has a contract with many agencies. The advantage is that the agency will take care of the initial recruitment stage and this gives the HR department of the company more free time to concentrate on other important matters. These graduates will be malleable and can be shaped to fit in with the company culture more easily than more experienced people from organizations. Candidates can be short-listed on the basis of these databases and then called for further interviews. Consultants: This is a good source but it is more expensive option especially for a company that is into mass recruitment.
etc.RECRUITMENT PROCESS: The process can be separated into three components: • The process starts with job planning. This first component of the process may result in a decision to prepare for new jobs and announce job opportunities. the employer has to make his choice between alternate ways to spread and formulate information about the vacant position. Hiring is a decision under uncertainty in the sense that the productivity of job applicants in not directly observable. Therefore the employers are interested in obtaining information that can serve as good statistic for applicant’s job capabilities 20 . He can. The interaction of productivity difference among job applicants and employers’ uncertainty as regards the productive capabilities of individuals may explain decisions taken by the employers both in steps two and three of the recruitment process. • In the second step of the search process after a vacancy has been defined on the basis of job planning.. Basically. • The third and final search decision confronting the employer is to determine which one of the applicants to hire for the job opening. job applicants have more knowledge of their capabilities than the prospective employers do. employers’ decisions regarding the use of different search channels and judgments regarding the suitability of job applicant relate to the problems of asymmetric information. for example choose between different ways to formulate the information about what experience and personal abilities of the potential employee. which among other things involves analysis of the present and future needs for personnel with different kinds of competence and for different tasks.
The HR planning is the preliminary step of recruitment process. Recruitment involves seeking and attracting a pool of people from which qualified candidates for job vacancies can be chosen. • • • • Finding out and developing sources Developing techniques to attract candidates Employing the techniques Stimulating the candidates and making for apply for jobs. Recruitment has always been a never-ending process in the organization scenario. 21 . Recruitment is not just confined to its sense it covers the aspects from selection to training. It may be viewed as for seeing the human resource requirements of an organization an its feature supply making necessary adjustments between the two organizational plans and also foreseeing the possibility of developing the supply of human resources in order to match it with the requirements by introducing necessary changes in the functions of HR. It is the process by which an organization should move from its current manpower position to its desired manpower position. In the traditional search theory regarding value of his/her lifetime income. it is a chain link where the start is not distinct. be it manufacturing concern or a service sector. Recruitment is followed in the all-different sector. Despite the usage of various terminologies describing each step of the recruitment process. Significant transitions have been brought in the long run of recruitment but the major concentration has always been engaging persons in employment and the initial setup for this. the reservation wage is important for the probability that a person shall get a job within a given period of time and thereby for the expected length of the unemployment spell. Recruitment system can be subdivided into 4 major sub systems.The probably that a job seeker and employer shall find each other and that an agreement about employment shall be reached. depends on the behavior of both agent and on their characteristics.
Conversely. such as background investigations or stress interviews. or externally. abilities. although the candidate is trying to ferret out both the good and the bad aspects of the prospective job and employer. but the candidate is trying to present only strengths. from the labor market. A firm can generate candidates internally. the applicant wants to appear polite and enthusiastic about the organization to improve the probability of receiving an offer. yet the need to evaluate the candidate may dictate the use of methods that may alienate the prospect. the next step is a careful examination of the job and an enumeration of the skills. but he or she may also want to ask penetrating questions about 22 . Throughout the recruitment process. and experience needed to perform the job successfully. from among its present employees who desire promotion or transfer. the organization may prefer to reveal only positive aspects. the recruiter uses one or more methods to produce a pool of potentially qualified candidates.2. Existing job analysis documents can be very helpful in this regard. the recruitment planner must consider other aspects of the job environment-for example. each party's own objectives may conflict. pay. the organization's and the individual's objectives may conflict. After carefully planning the recruiting effort. Analogously. In addition. When a vacancy occurs and the recruiter receives authorization to fill it. The organization then screens the candidates. the organization attempts to "sell" itself to the more promising candidates-that is. and offers the best the position. OVERVIEW OF THE RECRUITMENT PROCESS The Figure presents an overview of the recruitment process from the perspectives of the organization and the candidate. The organization is trying to evaluate the candidate's strengths and weaknesses. In addition. to convince them that the organization is a good place to work and that it offers what they want in the way of both tangible and intangible rewards. and geographic location-in deciding what type of candidate to search for and what search methods to use. The organization wants to treat the candidate well to increase the probability of job-offer acceptance. evaluates some of them more thoroughly.1. the supervisor's management style. the opportunities for advancement. In the recruitment and selection process.
advancement. Screening Evaluation and control. STEPS ON RECRUITMENT PROCESS: Planning.compensation. Strategy development Searching. 23 . and the company's financial health and future.
Personnel Human Resource Planning Recruiting Needed Personnel Selecting Qualified Personnel Placing New Employees on Job Developing Sources of Potential Employees Search for Potential Employees Evaluating Recruiting Effectiveness Upgrading in Same Position Internal Sources Personnel Research Transferring to New Job Promoting to Higher Responsibilities Job Posting Employee Referrals External Source Advertising Scouting Evaluating for Selection STRATEGIC ISSUES IN RECRUITING: The nature of a firm's recruiting activities should be matched to its strategy and values as well as to other important features such as the state of the external labor market and the firm's ability to pay or otherwise induce new employees to join. 24 .
Recruiting must also attract a high proportion of well-qualified candidates who are seriously interested in accepting a job offer. A commonly mentioned goal is to attract a large pool of applicants.Recruitment Goals: A good recruiting program needs to serve many and sometimes conflicting goals. Further. Posthiring goals also must be considered-the recruiting process must yield workers who are good performers and who will stay with the organization for a reasonable length of time. Balancing these varied goals against one another should be done with reference to the organization's overall strategy and values. INTERNAL SOURCE: Internal promotions Internal transfer EXTERNAL SOURCE: Advertisement in newspapers Campus recruitment Consultants Job fairs 25 . all the preceding goals should be reached with the greatest speed and at the least possible cost to the organization. but applicant pools can be too large and thus costly to process.
there is less guesswork involved in assessing his or her suitability for a second position. such as references. the company's policy or union contract may require that internal sources be used first. such as interviews. In some cases. there is no decision to be made. when one vacancy is filled internally. Also. Most organizations use a mixture of internal and external sources-promoting from within when qualified employees are available and recruiting' from external sources when new skills are needed or growth is rapid. In contrast. assessments of external recruits are based on less reliable sources. For instance. entry-level jobs must be filled externally.Internal or External Sources Deciding whether the position is to be filled internally or externally is often an early task in recruitment planning for a specific vacancy. in times of impending retrenchment. training and socialization time is reduced when openings are filled internally because a current employee has less to learn about the organization and its idiosyncratic procedures than a newcomer. Another advantage of promoting from within is that doing so motivates current employees. Also. Since the employer has observed the employee in one position. Advantages of Internal Recruiting When internal recruiting is used. a person of known ability fills the vacancy. Finally. Each type of source has its advantages and disadvantages. Recruiting may also be faster and less expensive if an internal candidate can be found. but for other positions. Disadvantages of Internal Recruiting – If the organization is expanding rapidly. a second vacancy 26 . filling as many jobs as possible internally maximizes job security for present employees. This situation may result in people promoted before they are ready or not being allowed to stay in a position long enough to learn how to do a job well. Skilled and Ambitious employees are less likely to quit and more likely to become involved in developmental activities if they believe that promotion is likely. and on relatively brief encounters. there may be an insufficient internal supply of qualified individuals above the entry level.
Still another disadvantage of internal recruiting is that an organization can become inbred and lose flexibility if all its managers are homegrown. Finally. meet affirmative action goals.is created-the position of the individual who was promoted or transferred to fill the first vacancy. too much external recruitment is discouraging to current employees because it reduces their chances to move up in the organization. Finally. there may be instances that require a severe shakeup or turnaround. Informal Methods: External recruiting methods are often grouped into two classes: 27 . This movement of personnel is called the ripple effect. avoid the confusion that accompanies the ripple effect. there is also the risk of hiring a candidate who does not live up to the apparent high potential displayed during the selection process. With external recruiting. Finally. then another vacancy occurs. Another disadvantage of internal recruiting is that some organizations' internal recruiting procedures are extremely cumbersome. Hiring experienced workers away from other companies may cut down on the need for a comprehensive training and development program inhouse. recruiting externally usually takes longer and costs more. an outsider with no prior commitment to present employees or ongoing projects may be the only individual with enough objectivity (and even ruthlessness) to bring about needed changes and enunciate a new vision for the organization. Advantages of External Recruiting External recruiting can bring in new ideas and viewpoints. meeting affirmative action goals usually can be accomplished only by aggressive external recruiting. Disadvantages of External Recruiting One disadvantage of external recruiting is the cost. Another advantage maybe savings in training costs. If this slot is also filled internally. Particularly at the upper-management level. and cope with the demands of rapid growth without overusing inexperienced personnel. Because the external labor market is much larger and harder to reach than the internal one.
Because employees who refer their friends and acquaintances as candidates have their own credibility on the line. Internet Recruiting Specialist. and Internet Recruiting Manager-have come into being in 28 . newspaper advertising has been the most commonly used method of recruiting. These methods traditionally have included newspaper advertising. it is clear that three methods were considered superior: employee referrals. effective. Historically.1 2 Informal Formal. Seventy-nine percent of Fortune's Global 500 companies recruited on the Internet in 2000. In essence. and usually inexpensive. Employee referral. Formal Methods Formal methods of external recruiting entail searching the labor market for candidates who have no previous connection to the firm. Internet Recruiting: Internet recruiting has grown at a phenomenal rate over the past few years. also known as word-or-mouth advertising. Formal recruiting methods search the labor market more widely for candidates with no previous connection to the company. either on the company's own site or a commercial job board has also become extremely popular in the last few years. and campus recruiting. Posting job ads on the Internet. On a scale from 1 (not effective) to 5 (extremely effective for producing highperforming employees). Informal recruiting methods tap a narrower labor market than formal methods. Informal methods include rehiring former employees or former cooperative education students. they tend to refer people who are well qualified and well motivated and then to mentor these individuals once they are hired. use of employment agencies and executive search firms. university recruiting. is quick. and executive search firms. the firm has as many recruiters as it has employee. hiring people referred by present employees. Entire new job titles-such as Internet Sources. and 100 percent were expected to do so by 2002. and hiring from among those who have applied without being solicited.
a drawback can sometimes be the very large number of resumes that are submitted. Manpower is the main resource of the company. 1. NEED AND SCOPE OF STUDY: Need For the Study: To know effectiveness of the company’s present recruitment strategy. 29 . Initially the study required relying more on secondary data. The aims of the recruitment and selection process are. Scope of the Study: The study backed by a structured questionnaire. many of which are not at all suited to the positions listed.the past few years. Recruit high quality staff with the right skills on the appropriate contracts to deliver the key objectives of the position and organization. To identify the best source through which the company can recruit good candidates at less cost.3. Further advantages of Web-based recruiting. The study also covers the tools to improve the recruitment strategy. therefore the company need to know the critical areas where they can implement improvement so as to get the right candidates at the right time at the right time at right place. Ensure that equality of opportunity is considered as an integral part of recruitment practice. thus encouraging diversity. which was the main source of qualitative data. as seen by HR managers and search consultants. Companies find that Internet recruiting is much less expensive and much faster than traditional methods. It is by far the most economical way to reach a nationwide or worldwide audience of job candidates.
Business Process Outsourcing (BPO) is the delegation of one or more IT-intensive business processes to an external provider that in turn owns administers and manages the selected process based on defined and measurable performance criteria. A BPO differentiates itself by either putting in new technology or applying existing technology in a new way to improve a process. Ensure that recruitment is fair. efficient and cost-effective. Few of the motivation factors as to why BPO is gaining ground are: • • Factor Cost Advantage Economy of Scale 30 .) [together with the IT system that support it]. administers.Gartner BPO Industry in India Business process outsourcing (BPO) is a broad term referring to outsourcing in all fields. Business Process Outsourcing (BPO) is one of the fastest growing segments of the Information Technology Enabled Services (ITES) industry. Ensure that recruitment is effective as a key public relations exercise for all involved. and manages the selected process (e.4. in turn. based upon defined and measurable performance” . INDUSTRY PROFILE Definition – BPO: “Delegation of one or more business process to an external provider who. 1. owns.g.
• Technical Support Services: Our technical support offerings include round-the-clock technical support and problem resolution for OEM customers and computer hardware. Different Types of Services Being Offered By BPO’s: • Customer Support Services: Our customer service offerings create a virtual customer service center to manage customer concerns and queries through multiple channels including voice. up & running support.An organization entering into a contract with another organization to operate and manage one or more of its business processes. peripherals and Internet infrastructure manufacturing companies. software. These include installation and product support. • Telemarketing Services: Our telesales and telemarketing outsourcing services target interaction with potential customers for 'prospecting' like either for generating interest in products 31 . troubleshooting and Usage support.• • • Business Risk Mitigation Superior Competency Utilization Improvement Generally outsourcing can be defined as . e-mail and chat on a 24/7 and 365 days basis.
and services. Data Conversion for databases. • Data Conversion Services: o Conversion of data across various databases on different platforms Data Conversion via Input / Output for various media. and many other standard and custom-made software packages as per requirement. spreadsheets. o o o Conversion from Page maker to PDF format. OCR with Editing & Indexing Services: o High speed Image-Scanning and Data capture services High speed large volume scanning OCR Data From Scanned page / image Scan & OCR paper Book in to CD. Conversion from Ms-Word to HTML format formats. • Insurance Processing: Our insurance processing services provide specialized solutions to the insurance sector and support critical business processes applicable to the industry right from new business acquisition to policy maintenance to claims processing. word processors. o o • Scanning. o o o 32 . or to up-sell / promote and cross sell to an existing customer base or to complete the sales process online.
Analysis.• Book Keeping and Accounting Services: o General Ledger Accounts Receivables and Accounts Payable Financial Statements Bank Reconciliation Assets / Equipment Ledgers etc. o o o • Internet / Online / Web Research: o Internet Search. Survey. o 33 . Product Research. o o o o • Form Processing Services: o Insurance claim form Medical Form / Medical billing Online Form Processing Payroll Processing etc. Market Research. Web and Mailing list research etc.
• Customer-companies tend to demand better results from outsourcing partners than what they could actually expect from their own departments.000 miles away. "When the job is being done 10. information security. turn around timeliness. thus making it difficult to attract the best talent. business continuity and disaster recovery. etc.Challenges for a HR Professional in BPO: • Brand equity: People still consider BPO to be "low brow". due to the wide variety of the jobs. are far higher than at home. which could be designed and followed. performance or HR policies. Everyone is charting their own course. there is no standard curriculum. lack of general clarity on skill sets. etc. • Lack of focused training and certifications Key To Success 34 . • Benchmarks: There are hardly any benchmarks for compensation and benefits. • Standard pre-job training: Again. demands on parameters such as quality.
Order to Cash.The key to success in ramping up talent in a BPO environment is a rapid training module. HCL BPO runs eleven centers in India. Finance and Accounting Services. 47. 1. Having over 11. COMPANY PROFILE: HCL BPO is a division of HCL Technologies Limited.1 Billion revenue. a Global Technology and IT enterprise. The training component has to be seen as an important sub-process. with US $ 4. Knowledge & Legal Services and Technical Support Services. This apart. two centers in UK and one center in Malaysia and supports Multi-lingual languages that include Eight European Languages and Eight APAC languages. HCL BPO’s focus verticals include Telecom. requiring constant reengineering. Insurance and Hi-Tech and Manufacturing.5. HCL is a 31 year old enterprise.800 professionals operating out of India and Northern Ireland. the company services various areas of operations that include Supply Chain Management. HCL BPO is one of the early players in Business Process Outsourcing in the world.100 professionals operating out of 17 countries. Vision Statement : “Together we create the enterprises of tomorrow” Mission Statement : “To provide world-class information technology solutions and services to enable our customers to serve their customers better” 35 . Retail. Banking and Financial Services.
• Disaster Recovery and Business Continuity The infrastructure to effectively mitigate local and geographic Risk Mitigation Value Addition disaster scenarios. As an experienced global software outsourcing enterprise. Existence of management and infrastructure resources in the target locations. Value addition: 36 . seamless and timely Process Migration is critical for building first level comfort in the outsourcing initiative.as India’s largest IT conglomerate-is actively involved with the growth of the India ITES industry. • Manpower Attrition and Cost Control Establishing business presence in prime secondary locations.HCL. At a macro level these can be broadly categorized in to: • • Risk Mitigation: The key components of Risk Mitigation are as follows: • Process Migration in the first phase of outsourcing. The ability to ensure rapid resumption of process delivery operations. HCL has extensive and understanding of the critical issues and concerns related to offshore outsourcing.
Marketing. people and performance. Purdue Benchmark: 37 . Quality Assurance.• • • • Strong financials to support large contracts Strong balance sheet/nil debt company Committed $ 40 M for Contact center and BPO businesses. Procurement. • Demonstrated experience of managing large heterogeneous hardware/software installation base. Recruitment. Quality: Consistently deliver value to our stakeholders and innovate to continually improve our services by review of processes. Transportation and Management documented and certified. Experience of creating and managing large scale infrastructure and resource base. QUALITY FRAMEWORK: ISO 9001:2000 23 processes including Operations. External evaluation and certification conducted by the British Standards Institution against BS EN ISO 9001:2000 and certified as ISO compliant for BPO & Contact Center Services. Legal. Voice & Accent training.
Six Sigma: HCL BPO Services Process Improvement Program is led by a Six Sigma Master Black Belt. Histograms. Tools like Fishbone analysis. Detailed Process mapping. Control charts and many others are effectively used for such analysis. BS 7799 Certification: Information is the lifeblood of all organizations and can exist in many forms. Recent high-profile information security breaches and the value of information are highlighting the ever-increasing need for organizations to protect their data BS7799 is the British standard for the “protection of an organizations information asset”. Major Observations: • Excellent SLA performance tracking. The road cannot be justified. Pareto Charts. but it can be quantified by the benefits to your 38 . The Six Sigma methodology for continues improvement of its processes and performance. improvement and management methodologies at all levels • • • Team Leader to Top Management Very low rate of manpower attrition Strong organizational capability to attain and maintain high levels of manpower motivation.HCL BPO Services is positioned in the upper right hand quadrant of the Effectiveness-Efficiency grid and ranked 2nd in the Global Peer group. Design of Experiments.
business. 39 . and also as mechanism in place for issues relating to business continuity and disaster recovery. The HR and Operations teams mutually decide on the date by which the requirement needs to be closed. The certification is valid for a period of 3years. Recruitment and selection procedure at HCL BPO: Requirement Generation: Requirement to fill up a vacancy/generate new position would be raised by the concerned department on the manpower requisition form (Annexure 1) and forwarded to the HR team. it must be periodically. The certification is not a one-off task. The HR team would fill the vacancies on or before the agreed date. with a committed top-level management and dedicated experienced employees made the certification possible within a short span of five months. The certification is an endorsement of the processes that the Chennai center has in place to safeguard the security of data. reviewed by an external assessor. keeping the lead times for filling up the vacancies in perspective. HCL BPO Services.
(If the candidates are in the large numbers/walk in through Advertisement) Interview by the training Team for voice and Accent or Interview by Operations team/Concerned manager. Every candidate whose CV has been short listed goes through: Written test.Selection process: The selection process begins with the short-listing of the CV’s. (Optional-as per process requirement) Group discussion. followed by the Final HR interview. 40 .
RESEARCH METHODOLOGY & DESIGN 42 .2.
The main characteristics of this method are that the researcher has no control over the variable. 43 . formulating hypothesis or suggested solution. Research is a careful investigation or inquiry especially through search for new facts in any branch of knowledge. making deductions and reaching conclusions. it involves surveys and fact-findings enquirer of different kinds the major purpose of descriptive research is the description of the state of affairs.RESEARCH METHODOLOGY ‘Research’ means a scientific and systematic search for pertinent information on a specific topic. collecting.1. TYPE OF RESEARCH: Descriptive research has been used. The methods of research utilized in descriptive research are survey methods of all kinds. as it exists at present. it deals with cognitive processes imposed on research b the problems rising from the nature of its subject matter” 2. Research comprises defining and redefining problems. including comparative and correlation methods. can only report what had happened or what is happening. ‘Methodology’ is defined a “the study of methods by which we gain knowledge. organizing and evaluating data. and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis.
2. STATEMENT OF OBJECTIVE: OBJECTIVE OF THE STUDY: PRIMARY OBJECTIVE: To study about the recruitment process in HCL BPO SECONDARY OBJECTIVE: To study the basis of appointment To study the attrition level and its linkage with recruitment techniques used. To develop and maintain procedures which will assist in ensuring the appointment of most suitable candidate. 2. To identify the sources of recruitment preferred by the company To offer suggestions to strengthen the crucial area of Recruitment and Selection at HCL BPO. Structured questionnaire are those questionnaire in which there are predetermined question relating to the aspect for which the researcher collects data. 44 .2. RESEARCH INSTRUMENT: The research instrument used in this study “structured questionnaire”.3. The questions are presented with exactly the same wording and in the same order to all the respondents.
2. DATA COLLECTION: Data refers to information or facts. The questionnaire was framed in such a manner to obtain correct information. It refers to selection a sample of study. and qualitative information. types of questions. descriptive facts. closed ended. graded suitably for the study. The nature of the data is both Primary and Secondary data. It includes numerical figures. 45 .2.5.6. SAMPLING PROCEDURE: Convenience sampling has been used in this study. QUESTIONNAIRE DESIGN: The structured questionnaire for recruitment process with the following types of questionnaires open ended. multiple choice. The task of data collection begins after research problem has been defined and research plan has been decided. PRIMARY DATA The primary data are those that are collected through questionnaire and direct personal interview. non –numerical figures.4. 2. SECONDARY DATA The secondary data has been collected through oral communication. Secondary data about the company profile and other details were collected from the company website. Convenience sampling is used for selection of homogeneous sample for the study.
9. During the period following steps are taken: Objectives were set and questionnaire was finalized. SAMPLING SIZE: Due to time and resource constraint the sample size has been taken as 100 for survey. Thus research study may include study objects. Need For the Study: To know effectiveness of the company’s present recruitment strategy. It was found that there was no need for changes in the questionnaire and hence the same questionnaire was used for final survey also. which are conveniently located. Data were collected and recorded Data were analyzed and interpreted Reports were generated 2.7. cannot be generalized. PERIOD OF STUDY The study was under taken for a 3 months during MAR 5th to MAY 25th 2009. PILOT SURVEY A pilot survey with 5 samples from employees was conducted for testing the validity of the questions. Research findings based on convenient sampling however.8. In consultation with the company guide and the project guide.It is a non-probability sampling. 2. 2. 46 .
thus encouraging diversity. Manpower is the main resource of the company. Mar 2nd – May 3rd) 47 . 3. Scope of the Study: The study backed by a structured questionnaire. Ensure that recruitment is effective as a key public relations exercise for all involved. which was the main source of qualitative data.0. Ensure that recruitment is fair. Initially the study required relying more on secondary data. therefore the company need to know the critical areas where they can implement improvement so as to get the right candidates at the right time at the right time at right place. efficient and cost-effective. The study also covers the tools to improve the recruitment strategy. The aims of the recruitment and selection process should be to Recruit high quality staff with the right skills on the appropriate contracts to deliver the key objectives of the position and organization. Ensure that equality of opportunity is considered as an integral part of recruitment practice. LIMITATIONS OF THE STUDY Time was the main constraint.e. The project should be completed within stipulated time limit (i. To identify the best source through which the company can recruit good candidates at less cost.
Some information cannot be accessed due to its confidential nature. Since the project is of qualitative nature there was the participant’s bias in some cases. 3. DATA ANALYSIS & 48 .
1. Of respondents 30 45 25 0 100 Percentage 30 45 25 0 100 No. Of respondents Less Than 1yr 1-2yrs 2-5yrs >5yrs Source: Primary Data 49 . DATA ANALYSIS: Experience Of Respondents Experience Less Than 1yr 1-2yrs 2-5yrs >5yrs TOTAL No.INTERPRETATION DATA ANALYSIS AND INTERPRETATION 3.
30% of respondents have less than 1year experience.INFERENCE: 45% of respondents have 1-2years experience. Factors That Cause Recruitment Difficulties Serial No 1 2 3 4 5 Factors Lack of applicants Lack of applications with required work experience Lack of applicants with required skills Other Employers offering higher wages Job pays low salary Total No of Respondents 8 20 55 10 7 100 Percentage 8 20 55 10 7 100 50 . 25% of respondents have 2-5 years experience and none of respondents have 5 years of experience in HCL BPO.
Networking No Of Responses 24 10 4 6 8 Percentage 24 10 4 6 8 51 .Job Sites 5. Recruitment Sources Looking For Sources 1.Employee reference 3.Total No Of Respondents Lack of applicants Lack of applications with required work experience Lack of applicants with required skills Other Employers offering higher wages Job pays low salary Source: Primary Data INFERENCE: 55% of the respondents feel that lack of applicants with required skills is major factor those recruitment difficulties. 7 % of the respondents feel that job pays low salary is the cause of recruitment difficulties. 8 % of the respondents feel that lack of applicants is the cause of recruitment difficulties.Campus recruitment 4. 20% of the respondents feel that lack of applicant with required work experience skills is the cause of recruitment difficulties 10% of the respondents feel that other employers are offering high wages is the cause of recruitment difficulties.Advertisement 2.
P Total 14 8 20 6 100 14 8 20 6 100 No Of Responses 1.P Source: Primary Data INFERENCE: 24% of the respondents feel that advertisement is the best source. 6% of the respondents feel that job sites are the best source.J. 9% of the respondents feel that job fair is the best source.Consultancy 9. 10% of the respondents feel that employee reference is the best source. 8% of the respondents feel that networking is the best source.Networking 6.Walk-in-interview 7.Advertisement 2.Job fair 8. I. 4% of the respondents feel that campus recruitment is the best source.Job Sites 5.J. I.Consultancy 9.Walk-in-interview 7.Campus recruitment 4.6.Job fair 8. 52 .Employee reference 3. 14% of the respondents feel that walk-in is the best source.
Preferred Media For Advertisement Media Newspaper Job Sites On Line (consultancies) Total No Of Respondents 12 48 40 100 Percentage 12 48 40 100 No Of Respondents Newspaper Job Sites On Line Source: Primary Data 53 .20% of the respondents feel that consultancy is the best source. 6% of the respondents feel that internal job posting is the best source.
32 % of the respondents feel that technical skills is the minimum expectation 54 . Minimum Expectation From Candidates Expectation From Candidates Good Communication Technical Skills Willing to Work In Night Shifts Total No Of Respondents 40 32 28 100 Percentage 40 32 28 100 No Of Respondents Good Communication Technical Skills Willing to Work In Night Shifts Source: Primary Data INFERENCE: 40% of the respondents feel that good communication is minimum expectation from the candidates.INFERENCE: 48% of the respondents feel that jobsites are the best media for advertisement. 40% of the respondents feel that online is the best media for advertisement. 12 % of the respondents feel that newspaper is the best media for advertisement.
55 . & 28 % of the respondents feel that willing to work in the night shifts is the minimum expectation from the candidates. 20% of the respondents preferred monster jobsite to get candidates. Job Sites Preferred By Recruiters Job Sites Naukri Monster Times Jobs Jobs Ahead Others Total No Of Respondents 50 20 16 10 4 100 Ranking 1 2 3 4 5 No Of Respondents Naukri Monster Times Jobs Jobs Ahead Others Source: Primary Data INFERENCE: 50% of the respondents preferred naukri is the best jobsite to get candidates. 16% of the respondents preferred times job jobsite to get candidates.from the candidates.
10% of the respondents preferred jobs ahead to get candidates. and 4% of the respondents preferred other jobsites. 56 . 30 % of the respondents preferred VT Manpower consultancy. 10 % of the respondents preferred Vertex consultancy. 10 % of the respondents preferred Pinnacle consultancy. Preferred Consultancies For Recruitment Consultancy VT Manpower Shree Career Job Shop Pinnacle Vertex Total No Of Respondents 30 40 10 10 10 100 Percentage 30 40 10 10 10 100 No Of Respondents VT Manpower Shree Career Job Shop Pinnacle Vertex Source: Primary Data INFERENCE: 40 % of the respondents preferred Shree Career consultancy. 10 % of the respondents preferred Job Shop consultancy.
Action To Be Taken To Manage Recruitment Difficulties Options Increased Recruitment efforts Recruitment From Non-Traditional Sources Improved pay And Conditions Retaining Existing Staff Total No Of Respondents 32 24 40 4 100 Percentage 32 24 40 4 100 No Of Respondents Increased Recruitment efforts Recruitment From NonTraditional Sources Improved pay And Conditions Retaining Existing Staff Source: Primary Data INFERENCE: 57 .
24% of the respondents feel recruitment from non traditional sources is the best action to overcome recruitment difficulties. 4% of the respondents feel that retaining the existing staff is the best action to overcome recruitment difficulties. Which Influence The Candidates To Appear For Interview Options Brand Image Working Environment Flexile Timings Attractive Packages Total No. Of Respondents 50 20 20 10 100 Percentage 50 20 20 10 100 58 . Ways. 40% of the respondents feel that by improving the pay and conditions is the best action to overcome recruitment difficulties.32 % of the respondents feel that increasing the recruitment efforts is best action to overcome recruitment difficulties.
Of Respondents 32 8 60 100 Percentage 32 8 60 100 59 . 20% of respondents said that the candidates are influenced for interview by working environment & 20 % of respondents said that the candidates are influenced for interview by flexible timings.No. 10 % of respondents said that the candidates are influenced for interview by attractive package. Costs Incurred By The Company To Bring New Recruiters For On-Board Orientation Expenses Telephone Expenses Postage Expenses Training Expenses Total No. Of Respondents Brand Image Working Environment Flexile Timings Attractive Packages Source: Primary Data INFERENCE: 50% of respondents said that the candidates are influenced for interview by the brand image.
60 . Of Respondents Telephone Expenses Postage Expenses Training Expenses Source: Primary Data INFERENCE: 60% of the respondents feel that the company incurs more costs on training expenses to bring new recruiters for onboard orientation. 8% of the respondents feel that the company incurs more costs on postage expenses to bring new recruiters for onboard orientation. 32 % of the respondents feel that the company incurs more costs on telephone expenses to bring new recruiters for onboard orientation.No.
Of Respondents Yes 0 20 40 60 80 Source: Primary Data INFERENCE: 80 % of respondents said that the buddy boom referral is effective & 20 % of respondents said that the buddy boom referral is not much effective. Of Respondents No No. Maximum Elimination Of Candidates 61 . Of Respondents 80 20 100 Percentage 80 20 100 No.Effectiveness Of Buddy Boom Referral Options Yes No Total No.
Reason For Not Joining After Accepting Offer Letter 62 .Rounds Group Discussion Voice & Accent Written Test Technical Test HR Interview Total No. Of Respondents 28 48 8 12 4 100 Percentage 28 48 8 12 4 100 No. 12 % of the respondents feel that most of the candidates are screened out in technical interview. 8 % of the respondents feel that most of the candidates are screened out in written exam. 4 % of the respondents feel that most of the candidates are screened out in HR interview. Of Respondents Group Discussion Voice & Accent Written Test Technical Test HR Interview Source: Primary Data INFERENCE: 48% of the respondents feel that most of the candidates are screened out in voice and accent round. 28 % of the respondents feel that most of the candidates are screened out in group discussion.
& 4 % of respondents feel that candidates are demanding for high pay. Of Respondents 30 16 50 4 100 Percentage 30 16 50 4 100 No.Reason Lack Of Interest In BPO Better Offer Elsewhere Not-Willing To Sign Bond Personnel Problem Total No. Satisfaction Of Present Recruitment System Options Yes No OF Respondents 80 Percentage 80 63 . 30 % of the respondents feel that candidates are not interest in BPO. 16 % of respondents feel that candidates are seeking better opportunity elsewhere. Of Respondents Lack Of Interest In BPO Better Offer Elsewhere Not-Willing To Work In Night Shifts Candidate Demanding For High Pay Source: Primary Data INFERENCE: 50 % of the respondents feel that candidates are not willing to work in night shifts.
20 % of the respondents are not satisfied with the quality of present recruitment system.2. 64 . analyzing its data and drawing conclusions from it. test.No Total 20 100 20 100 No OF Respondents No No OF Respondents Yes 0 20 40 60 80 INFERENCE: 80 % of the respondents are satisfied with the quality of present recruitment system. weighted average test and K. The important statistical tools used in this analysis are chisquare test.S. 3. STATISTICAL ANALYSIS: The role of statistics is to function as a tool in designing research.
As a non-parametric measure it is used as: As a test of goodness of fit. Calculate the expected frequencies on the basis of the given hypothesis or on the basis of null hypothesis. Steps involved in applying Chi-Square Test (Goodness of Fit): 1. 65 . symbolically written as χ 2 is a statistical measure used in the context of the sampling analysis for comparing a variance to a Uses of Chi-Square Test: Chi-Square is a very versatile test used both as non-parametric and parametric measure. Chi-square. theoretical variance.Chi-Square Test: The chi-square test is important test amongst the several tests of significance developed by statisticians. As a test of independence To establish confidence intervals for the variance of a population.
Obtain the difference between observed and expected frequencies then. Divide the quantity (Oij – Eij)2 obtained as stated above by the corresponding expected frequencies or the group frequencies. Find the summation of (Oij – Eij)2 values or what we call Σ (Oij – Eij) 2 ………………. the general rule applied is that an expected frequency of less than 5 in one cells of a contingency 66 . 4. 5.e. no uniform distribution. If χ 2 calculated value is greater than χ 2 tabulated value than there is a significant difference between observed and expected frequencies.. Eij The χ 2 value obtained as such should be compared with relevant table value of χ 2 and the inference be drawn.Expected frequency of any cell Sum of observed frequencies E = ---------------------------------------------Mean of all observed frequencies 2. find out the square of such differences i. 3. calculate (Oij – Eij) 2. And vice-versa. This is the required χ 2 values Precautions about chi-square test: To avoid making incorrect inference from chi-square hypothesis test.
Weighted average: Where the relative importance of the different items is not the same. So it is combined in ordered to get an expected frequency of 5 or more.table it too small to use. XW X W . = the weights Calculations: Preferred Media For Advertisement 67 . weighed arithmetic mean is computed. The term “Weight” stands for the relative importance of the difference items. = the variable values. = the weighed arithmetic mean. The formula for the calculation is: Σ WX WX = -----------Σ W Where.
2089 44.991 Therefore.3348 21.33 33.67 6.MEDIA Newspaper Job Sites Online Σ RESPONDENTS (O’s) 12 48 40 100 12 + 48 + 40 (E’s) 33.e.4569 1. i.4421 > 5..991 On Comparing χ 2 Calculated value & χ 2 Tabulated value: 21.6504 6. Minimum Expectation From Candidates EXPECTATIONS RESPONDENTS (E’s) (O-E) (O-E)2 (O-E)2 /E 68 . no uniform distribution between the preferred media for advertisements. so Reject H0 Accept H1 : There is a significant difference between Observed Freq.4421 E = ---------------------------. 21.67 (O-E)2 454.33 33.4421.4889 (O-E)2 /E 13. χ 2 Calculated value is To find Tabulated value: Df = n-1= 3-1 = 2 χ 2 Tabulated value with degrees of freedom Df is 2 at 5% level = 5. Hence.9689 215.4421 Eij = 21. χ 2 Calculated value is greater than χ 2 Tabulated value.33 (O-E) -21.= 100/3 = 33. and Expected Freq.33 3 Applied formula: Σ (Oij – Eij) 2 χ 2 = ……………….33 14.
0530 0. so Accept H1 There is no significant difference between Observed Freq.991 On Comparing χ 2 Calculated value & χ 2 Tabulated value: 2.33 -5.4889 1. and Expected Freq.33 3 Applied formula: Σ (Oij – Eij) 2 χ 2 = ……………….3348 0. expectations from all candidates are distributed uniformed.8523 2. Hence. i.2401 < 5.4089 1. 69 . χ 2 Calculated value is lesser than χ 2 Tabulated value.33 33.67 -1.33 33.2401 E = ---------------------------.Good comm.2401.e..33 44. χ 2 Calculated value is To find Tabulated value: Df = n-1= 3-1 = 2 χ 2 Tabulated value with degrees of freedom Df is 2 at 5% level = 5.991 Therefore. 2. Technical skills Night shifts Σ (O’s) 40 32 28 100 40 + 32 + 28 33.2401 Eij = 2.7689 28.33 6.= 100/3 = 33.
4. SUMMARY OF FINDINGS 70 .
Advertisement 2. 55 % of the employees replied that lack of applicants with required skills is the major factor for recruitment difficulties.Consultancy 9.Employee reference 3.I. STATISTICAL FINDINGS: 48 % of employees preferred jobsites as a media for advertisement.Job Sites 5.J.Walk-in-interview 7. 40 % of employees expect good communication from the candidates.P Reason One Time Cost Valuable Huge Numbers In One Shot Ready Resources Free Of Costs Shows The Brand Of The Company Large Numbers Quality Familiarity 4.1.2.Networking 6. GENERAL FINDINGS: 45 % of employees have in between 1-2 years of experiences.Campus recruitment 4. 24 % of the employees ranked advertisement as the best source.SUMMARY OF FINDINGS 4. Reason for using various sources Sources 1. 71 .Job fair 8.
60 % of the employees replied that the company incurs more costs on giving training to the new recruiters. 50 % of employees preferred Naukri as the number one jobsites. 40 % of employees ranked Shree Career Consultancy as the number one consultancy 80 % of employees replied that the buddy boom referral is much effective 40 % of the employees replied that by improving pay and conditions they can overcome the problem of recruitment difficulties. 72 . 80 % of the employees replied that overall recruitment strategy is highly satisfied. 40 % of the employees replied that for TSO process they prefer candidates through Consultancy. 20% of the employees replied that for Mentor position they prefer walk-in. 48 % of the employees replied that most of the candidates are screened out in the Voice & Accent round. 20 % of the employees replied that for CSE process they prefer Employee Referral. 20 % of the employees replied that for TL position they prefer Internal Jobsites and consultancies.
In order to fill the gap in placing the candidates HCL BPO is going for waiting lists and hold candidates. 73 . 50 % of the employees replied that the candidates are not willing to work in night shifts. 50 % of the employees replied that the candidates are influenced for interview by the brand image of the company. 90 % of the employees replied that the fresh candidates are given 30 days of training. 80 % of the employees replied that they are getting quality candidates by present recruitment system.
SUGGESIONS SUGGESTIONS The company should increase its intake of employees by recruiting from Educational Institutes more vigorously. 74 . company should give incentives to the candidate based on the performance every month. The company should introduce a mobile recruitment team who can go from places to places to select the candidates quickly and cost effectively. To avoid the drain out of candidates because of less pay.5.
Advertisement is the best source to grab maximum candidates. Jobsites and Online (Consultancies) are the best source to reduce the time and save time to get candidates. eventhough it is expensive. employee references are the best source to get skilled candidates. Company should give appraisal to the candidates in form of promotion or raise in salary to enhance their performances and company should arrange further workshops for least performing employees so as to increase their performance level. This one time investment helps to reach maximum candidates. Candidates with working experience in any other BPO shouldn’t be drained at all instead should be hired and given training according to the requirement of the company process. In addition to this. 75 .
CONSLUSION CONCLUSION This study has focused on the recruitment process of HCL Technologies BPO Services Ltd. However a few drawbacks were found and suggestions are recommended for it. The study has been conducted from the employees working for recruitment process in HCL BPO.6. 76 . The company seems to be moving its right lines as far as its recruitment strategy is concerned.
With these objectives in mind this study has been conducted.Since the company is at its early stages and since recruitment is carried out on a mass scale it becomes important to concentrate on this aspect. 77 .
7. QUESTIONNAIRE QUESTIONNAIRE “A PROJECT REPORT ON RECRUITMENT PROCESS OF HCL TECHNOLOGIES – BPO SERVICES” Name : Male Female Gender : 78 .
Lack of applicants Lack of applicants with required work experience Lack of applicants with required skills Other employers offering higher wages Job pays low salary 3. What are the recruitment sources that you are looking for? Rank the sources.Employee reference 3.Walk-in-interview 7. Sources 1. Comment the reasons if possible.excellent. most..Campus recruitment 4. Your experience in HCL BPO? ______________ Months. What factors have caused your recruitment difficulties (if any)? Rank them.Job Sites 5.P Ranking 4. 1.Networking 6. 1.Advertisement 2.Consultancy 9. 2.where.I.J. State the reason for using the various sources? 79 . 2. 3…. etc.Qualification: Designation: Instruction: Rank in 1.Job fair 8.
.J.Sources 1.Monster Ranking 80 . 6. Which job sites do you prefer to get the candidates? Rank them. What is the minimum expectation do you have from candidates? Rank them. Media Newspaper Online (consultancies) Jobsites Name And Schedule Of AD.Consultancy 9.Campus recruitment 4.Advertisement Reason 2.P 5. Job Sites 1.Naukri 2.Walk-in-interview 7. NewspaperThe Hindu).Job Sites 5.I.g. Which media do you prefer for Advertisement? Please specify (e.Employee reference 3. Good Communication Technical Skills Willing To Work In Night Shifts Others Plz Specify______ 7.Networking 6.Job fair 8.
Job Shop 4. 1. TSO 2. OD Reason (Experience. Name the consultancies you rely for the recruitment of candidates? Rank them. VT Manpower 2. PBMS 4. What action have you taken as a result of recruitment difficulty? Rank them. Profile.Others (please specify) 8. Work Time) 10.Times jobs 4. Do you think “buddy boom” scheme is effective? ( ) Yes No ( ) 11. Vertex 9.Jobs ahead 5. Shree Career 3. Increased recruitment efforts Recruitment from non-traditional sources Improved pay and conditions Retained existing staff 81 .3. CSE 3. Please indicate the type of jobs that have experienced difficulty in recruitment and also indicate the reason for difficulty? Job designation 1. Pinnacle 5. Salary.
12. Details on offer made in last six months? Offers made in last 6 months: ____________. No. Of candidates joined: ____________. No. Of candidates couldn’t join due to expiry of an offer: ____________.
13. You’re feed back on the effectiveness of overall recruitment strategy? (Example: 1-excellent & 5 – worst) 1 2 3 4 5
14. Match the source that could afford you the best suitable candidates for different position.
Emp.Re Campus f Recruit
Source TSO CSE TL Mentor
15. Match the role with the qualification and experience preferred?
Qualification & Experience Source TSO CSE TL MENTOR
16. What costs does the company typically incur more to bring new recruiters for On- Board Orientation ? Rank them. Telephone Calls Postage Expenses Training Expenses
17. Mention the critical round where most of the candidates are screened out? Rank them. Group discussion Voice and Accent Written test Technical Skill HR Interview
18. What influence candidates to appear for interview? Rank them. ( ) Brand Image ( ) Flexible Timings ( ) Working Environment ( ) Attractive Package
19. Human Resource Mapping & Identify the Gaps for each month?
Process 1.TSO 2.CSE 3.OD 4. WLR3
Candidates Required Candidates
Process 1.TSO 2.CSE 3.OD 4. WLR3
Candidates Required Candidates placed
Process 1.TSO 2.CSE 3.OD 4. WLR3 4. Mar-2008 Process 1.TSO 2.CSE 3.OD 4. WLR3
Candidates Required Candidates Placed
Candidates Required Candidates placed
20. Why do you face the problem in placing the candidates? Rank them. Candidates ignore the offer due to night shift job Lack of interest in BPO. Better opportunity elsewhere. Candidates demanding for high pay. Others (please specify) ________________
21. Mention the reason for not joining after accepting the offer letter? Rank them. ( ) Personal problem ( ) Lack of interest in BPO
( ) Better offer elsewhere ( ) Not willingness to sign a bond 22. What is the training period for the fresh candidates? 10 Days 15 Days
23. Are you getting enough quality candidates from present recruitment system?
( ) Yes
( ) No
HUMAN RESOURCE MANAGEMENT. REFERENCES REFERENCES BOOKS REFERRED: Aswathappa. TATA McGraw Hill. DN Venkatesh.S. & Arora. STATISTICS FOR MANAGEMENT. 2003. P.8. RESEARCH METHODOLOGY. Edition 2003.N. Ravilochanan. Oxford 2006 Arora P. Reprint Edition 2004. HUMAN RESOURCES AND PERSONNEL MANAGEMENT. 86 .Joythi.
google.com www.hrcommunity.humanlinks.hcl.com 87 .com www.in www.WEBSITES VISITED: www.
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