Infosys BPO

 Infosys BPO Limited (formerly Progeon Limited) is the BPO (Business Process Outsourcing) subsidiary
of Infosys Technologies Ltd.

 The company was started as Progeon Limited in April 2002 and is today among the top third-party
BPOs in India according to NASSCOM.

 Infosys BPO closed FY 07-08 with a revenue of $ 250.3 million with 11 centers worldwide employing
16,295 employees and 44 clients.

 It has its headquarters in Bangalore

Offerings
 Aerospace and Automotive

 Banking and Capital Markets

 Communication Service Providers

 Energy and Utilities

 Healthcare

 Insurance

 Life Sciences

 Manufacturing

 Media and Entertainment

 Retail and Consumer Packaged Goods

 Services

 Transportation and Services

 The Training Process:

Training Needs Analysis

There are three types of training need analysis done in Infosys:

 Organizational need analysis

 Job need analysis

 Person need analysis.

Organizational Needs Analysis

This includes:

 Define Infosys's Short Term Goals/Objectives

 Define Infosys's Long Term Goals/Objectives

 Human Resource Analysis

  Efficiency Indexes Assessment

 Assessment of the organizational climate

Job Needs Analysis

The specific content of present or anticipated jobs is examined through job analysis. For existing jobs,

 Information on the tasks to be performed (contained in job descriptions),

 The skills necessary to perform those tasks

(drawn from job qualifications),

 The minimum acceptable standards (obtained from performance appraisals)

are gathered. This information can then be used to ensure that training programs are job specific and useful.

Person Needs Analysis

 Person needs analysis can be either broad or narrow in scope.

 The broader approach compares actual performance with the minimum acceptable standards of
performance. Based on the actual, current job performance of an employee; therefore, it can be used to
determine training needs for the current job.

 The narrower approach compares an evaluation of employee proficiency on each required skill
dimension with the proficiency level required for each skill. Used to identify development needs for
future jobs.

T&D Department
 Teams:-

 Corporate training team

 Organisational development team

 Corporate training team caters to band B only-process executive & senior process executive

 OD team caters to band C and above

 Total number of people in T&D dept-30

 Training dept is divided across 5 verticals

 1-communication service providers e.g. british telecom.

2-banking and capital market e.g. UBS,Deutsche.

3-manufacturing vertical e.g. Cisco,ingram micro

4-insurance and health care-Aon

5-emerging markets-yahoo and British petroleum

Training methods
 Conference

 Lecture

 Seminar

 Demonstration

 Panel

 Role Playing

 Case Studies

 Simulations

 Self-Discovery

 Movies/Videos/Computer based Trainings

 On-the-job training

 Mentoring

Infrastructure
 Classroom

 Halls

 Mysore campus:-world’s biggest training centre

 It is a Rs. 260 crore corporate training centre.

 It adds 12,000 employees every year.

 The US $ 60 million training centre is housed in a 270 acre campus at Mysore

  Facilities at the training centre of the Infosys comprise food court, employee care centre, theatre, and
education research block, beside the trainee hostel.

Training administration
 In-house training team

 Except for operations management for band C, done through vendors e.g. On Track.

Types of Training
 Types of training is different for different hierarchy levels. It is mainly divided into 2 types

 For band B

 For band C and above

 For a period of 2-3 yrs with the company these employees have to go through certain number of
trainings…

For band B
 Induction

 Voice and accent training

 Process training

 6 months training process

 recruits in band B have to go through the following training programs during a period of 2-3 yrs…

 Domain training-for specific verticals they working they have to go for certifications called as domain
certifications e.g. t100.

-This is mainly a benchmark for process know how.

 Quality training-six sigma certifications.

 Competency based training:-

1)Soft skills training:-

communication, presentation, cultural sensitivity, client interface training.

MIND-mentoring, innovating, negotiating, developing. It is for self-awareness and self evaluation, mainly
focuses on EQ.

Transactional analysis-for understanding your own personality

 Technical training:-
 e-mail etiquettes.

excel training.

presentation skills.

For band C and above

 Induction-1day, joining formalities

 Buddy program-one month

-it is basically an assistance provided by a peer employee which helps the new recruit understand the process,
understand dynamics of the client, client requirement, culture, values.

 recruits in band C and above have to go through the following training programs during a period of 2-3
yrs…

Operations management:-
 Deal with operations complexity

 Focus on interpersonal evaluation

 Conflict management

 Confidence management

Leadership fundamentals:-
 Harnessing leadership qualities

Appraisal skills workshop:-

 How to evaluate sub-ordinates

 How to handle escalations

 How to appraise

Quality training:-
 six sigma:-green belt-black belt

Domain training:-
  T200 and T300 certifications.

Middle Management Leadership Program (MMLP):-

 For band C employees-team leads

 It harnesses their leadership qualities, available for high performers.

Development
Career pathing:-
 Chalk out career path for all

 Should have completed 18 months in Infosys.

 Provided by career counselor.

Higher education:-
 MBA

 50% of the fees is reimbursed.

Evaluation
Performance Development Plan:-
 A sheet which the employee and manager has to fill where both of them have to provide information
which all areas the employee has improved in.

Projects:-
 Small term projects like on Six Sigma, where at the end of it the employee has to give presentations to
the training team.

Questionnaire:-
 Feed back from the employees on the quality and content of training

 Analysis is done on it and than it is scaled.