Designing, Developing and Implementation of HR Score Card in Consumer Durable Industry By Santosh Bagwe Manjiri Shanbhag

Index
Human Resources Score Card Execution of Human Resources Score Card Roles & Responsibilities of HR CRC Visit Manual Monthly M I S

HR Scorecard

Growth in Sales & Revenue

Financial

Reduction in cost of recruitment by increasing retention

Reduction of CDAs & Outstanding units

Reduction in Zero sellers & Low Performers

Motivating High Performers

Internal Customer

Reduction in lead time for HR responses

Controlling Inoperative & Absconding cases

Monitoring Absconding cases with Outstanding units & CDAs

Proactive actions on Low performers

Focus on High Performers

Operation

HR Audit

Optimum Use of SAP

MFW STP Tracking of New CSS, Exit Interviews

Planned CRC Visit

Org. Policies Benefits, Soft skills, Leadership & Managerial Skill

PRDP SLP

Strategic

Implementation of NonNegotiable standards for HR

Focus on Retention

Visibility in field

Training

Leadership Developmen t

Execution of HR Score Card

STRATEGIC IMPLEMENTATION OF NONNEGOTIABLE STANDARDS FOCUS ON RETENTION VISIBILITY IN FIELD TRAINING LEADERSHIP DEVELOPMENT

RESPONSIBLE AT NATIONAL LEVEL NATIONAL HR COORDINATOR NATIONAL HR HEAD NATIONAL HR HEAD NATIONAL TRAINING HEAD NATIONAL TRAINING HEAD

RESPONSIBLE AT REGION / SBU LEVEL HR COORDINATOR REGIONAL HEAD – HR AREA HEAD – HR AREA HEAD- HR HR ASSOCIATES REGIONAL HEAD- HR AREA HEAD – HR REGIONAL HEAD – HR AREA HEAD- HR

Implementation Of Non-Negotiable Standards

One window for all communications > Head Office > SBU HR Audit - National HR Coordinator - HR Coordinator - Monthly One SBU

Execution of HR Operational Manual SAP Data Validation - Monthly for all Region

Focus On Retention

WEEKLY CRC WISE ON ROLL - OPERATIVE REPORT TRACKING OF NEW CSS BY HR ASSOCIATES, AREA HEAD ON APPOINTMENT LETTER, ID, ESIS CARD, MFW, STP, PERFORMANCE CONDUCTING TEST OF CSS AFTER COMPLETION OF 60 DAYS OF SERVICE ON TRAINING PROVIDED QUARTERLY ORGANISATION CLIMATE SURVEY AT AREA LEVEL

Visibility In Field

 Planned CRC Visit
HR Associates Area Head Regional Head All CRCs once in a month All CRCs once in a quarter All CRCs once in six months

 CRC Visit Manual  Monthly Tracking Of Absconding CSS with units & CDAs  Monthly Report Of all CRCs to HO
Monthly progress index focusing on Operatives, Recruitment, Exit, Zero Sellers, Training & Absconding Cases

Training
Designation Target Training Programs

HR Associates

CSS

   

Payment Plan Welfare Benefits ESIC EFL Introduction Soft Skills GCSS / TL Induction Soft Skills Leadership & Managerial Skills

Area Head – HR

CSS / GCSS/ TL TL & Above & equivalent in Support Functions

Regional Head – HR

  

PRDP Implementation

Designation HR Associates

Target Potential Group Leaders

Area Head – HR

Potential Team Leaders

Regional Head – HR

Potential Head CRCs

Roles and Responsibilities of HR  National Manager – Training  National HR Coordinator  Regional Head – HR  Area Head – HR  HR Associate  HR Coordinator

Manager Training
Key Role Delivering training by others Ensuring Implementation of Training by Sales Leader and HR Activities Lead time % of weightage 30%

GL, TL Induction Quarterly MFW Monthly STP Monthly Eurokshiksha Monthly Knowledge Capital Monthly Exploring cost effective external training programs in coordination with Sales Leaders and Regional HR Head based on identified training needs PRDP and Leadership Development Ensuring Implementation of PRDP by Sales Leaders and HR and measuring improvements GL TL HCRC Potential leaders succession planning and development in coordination with Sales Leaders Implementation of SLP through Regional HR Heads Own Training programs Developing training programs Train the trainers – HR and Sales Leaders Imparting training Measuring effectiveness of Training HBS Case study Quarterly Quarterly Quarterly Quarterly Quarterly

25%

8 new programs in a year based on needs Soft Skills Quarterly Managerial Skills Quarterly Leadership Quarterly Tracking performance after training Monthly

25%

20%

National HR Coordinator
Key Role Activities Lead time % of weightage 30%

Monitoring HR MIS across the country Daily/Monthly Appointment Letters Confirmation Letters Transfer Letters Final settlements Coordination of recommendation for assessment boards Issue of promotion letters Within 5 days of receipt of proper documentation

Quarterly

Annual

Getting organogram approved Holiday Calendar Annual Increment Ratings Bonus Calculation

One month in advance i.e. 28th Feb, 31st May, 31st Aug, 30th Nov Within 10 days of Assessment or 5th days of Assessment month i.e. 5th April, 5th July, 5th Oct, 5th Jan whichever is earlier 15th March 15th November 28th February 15th August

Management Information System Weekly On roll/operative Pending jobs at HO Pending jobs at SBU/RO Monthly Long Service award Cash flow on FGF, Leaders coach, Buddy Scheme FGF Payment dates Salary payment dates Birthday report Month vacant positions based on approved organogram HR Audit based on non negotiable standards for HR One Region per month Action plan on Report Recruitment of Support functions Every Monday 5th of every month 25%

2nd week of every month 3rd week of every month 30 days of receipt of PRF

30% 15%

Regional HR Head 1
Key Role Recruitment CSS Activities Driving and monitoring Area HR Head and HR Associates Lead time • 80% module all the time • Module, Onroll and operative gap report every Monday to the National Head – HR – Annex-A • Cost per recruits should not exceed the Rs. 700/- for CSS and one month consolidated salary for the support functions • Support - All positions should be closed within 15 days of raising PRF position should be closed % of weightage 10%

Support

Following up with PRF, and making sure that the position is closed as per the process time, making sure that the nonnegotiable standards are followed, controlling the cost of recruitment and Driving/ monitoring Area HR Head on recruitment. Accountable for Recruitment of Executive and above.

Training and Development SLP/ NMIMS Ensures participation implementation Works with corp. on schedules, Conduct contact programmes Analysis the impact of learning’s – through people handling and productivity Training Identify training needs and conduct training programs GL and TL Induction PRDP Ensure TL & HCRC PRDP is conducted every month and be a part of quarterly review along with the SBU head. Ensure CSS development plan and GL PRDP are carried by the Area head HR. Audit on process time, standards, and creativity/innovation One SBU per month Action plan on Report

In every June At least one per semester Quarter

15%

One per quarter –covering all Sr.TL and HCRC; Minimum one workshop for Accounts, service and CRM in a year. Once in a quarter – before assuming the office Quarterly report on PRDP 15%

HR Audit based on non negotiable standards for HR

15% 3rd week of every month 4th week of every month

CRC Visit Report

Minimum 5 CRC a month – shall focus primarily on Cities

05 meetings in a month

15%

Assessments

Ensure assessment’s carried as per the standards. Ensure the recommendations are send to Corp. and the respective DRH a month in advance. Handling all legal compliances connected with employees. Ensuring settlement is done on time. Ensuring medical emergencies adhered on time Ensuring Statutory compliances are meet in the stipulated time

Every quarter

15%

Legal

Ongoing

10%

Monitoring HRMIS – process of all papers and needs as per the process time matrix

Ongoing

5%

Area HR Head
Key Role Recruitment CSS Activities Driving and monitoring HR Associate on recruitment & his Direct CRC Lead time • 80% module all the time • Module, Onroll and operative gap report every Monday to the Regional Head – HR – Annex-A • PRF to be raised and forwarded within 5 working days of acceptance of resignation letter • The new position to be closed within 30 working days on receipt of the approved PRF In every May/June Every CRC Visit Every CRC Visit Minimum 05 Training programs of 2 hours each in a month during his CRC visit. [will be support with standard training modules] Quarterly report on PRDP % of weightage 15%

Support

Raising PRF for additional position based on the approved organogram / replacement Sourcing CVs Arranging Interviews and finalization of candidates upto Officer level Issuing offer and Appointment Letter and collection necessary documentation

Training and Development NMIMS Identifying learners implementation Mentoring and coaching learners Monitor their performance Training Soft Skill Training

20%

PRDP

Identification of potential TL through GCSS Development Plan Ensuring TLPRDP along with the HCRC and work on the improvement areas Field Meeting Recruitment and Retention review with HCRC Employee Satisfaction Survey – Quarterly Exit Interviews Performance tracking of all CSS, GL and TL Meeting with CRC Accountant, Service and CRR. Conducting cross functional meetings in the CRC • Tracking of absconding and resignations, • Outstanding/unalloted OYBS • Payment of Statutory to the respective office – ESIC monthly returns, half yearly returns, payment of PT, renewal of contractual agreement, etc. • Conducting exit interviews - For all Club qualifiers, OYBS, and SLP/NMIMS Champs

15%

Field Visit Report

10 meetings in a month All CRC visit

15%

Legal

• Monthly report on Resignation and absconding to the regional head Monthly report on statutory Compliances. Both the report should reach the Regional Head HR before 05th of every month th 5 of every month, report on exit analysis to his Regional Head and copy to the SBU Head. Daily basis

15%

Monitoring HRMIS activities are adhered as per the process time

5%

HR Associates
Key Role Recruitment Activities FGF Implementation Campus Recruitment Employment Exchange / other source Lead time • 80% module all the time Module, Onroll and operative gap report every Monday to the Area Head – HR – Annex-A 20% % of weightage 25%

Training Coordination with the leaders and Implementation of trainings Training by HR Associates and addressing gaps and grievances

MFW STP Euroshiksha Knowledge Capital EFL Introduction Payment Plan Welfare & Benefits ESIC Policies of organization Identification of potential GL through CSS Development Plan Conducting GLPRDP along with the TL/ HCRC and work on the improvement areas Field Meeting Meeting with new CSS Exit Interviews Performance tracking of all CSS Employees Satisfaction Survey – Quarterly Meeting with CRC Accountant Shop Act Compliance ESIS, PF Compliance Application blank Absconding information Resignation Checklist

Monthly report on training by 5th of every month

Minimum 10 Training programmes of 2 hours each in a month during his CRC visit. [will be support with standard training modules] Quarterly report on PRDP 15%

PRDP

Field Visit Report

10 meetings in a month All CRC visit

25%

Legal

Every month Every month Within 7 days of the date of joining to be forwarded to Area HR office Report within 7days of visit to area office Resignation to be forwarded to Area HR office within 7 days of resignation

15%

CRC Visit Manual
• • • • • Role of HR Associate on CRC Visit Format of HR Associate CRC Visit Report Role of Area Head – HR on CRC Visit Format of Area Head HR CRC Visit Report Use of SAP on CRC Visit

Role of HR Associate on CRC Visit         Visit of all the CRCs in a month Recruitment through campus recruitment, placements, employment exchange Initiate actions against absconding cases with units and CDAs Initiate actions against on low performers Identify of CSS for potential GL Ensure the training – MFW and STPs are conducted by Sales Leader Follow up with HR coordinator on pending HR issues Agenda on CRC visit • Morning field meeting He must attend morning field meeting and check the attendance. • Meeting with HCRC o Pending HR issues – appointment letters, upgradation , confirmation, final settlements, OYBS o Proposed action on <5 sellers o Proposed action on OYBS non performers o Proposed action on absconding CSS Meeting with new CSS o Checking whether they got their appointment letters, folders, ID card and ESIS cards o Checking whether they have undergone MFW, STP programs o Conducting test of new CSS after completion of 60 days

• Training conducted during visit EFL Introduction Payment Plans Welfare and Benefits ESIS • CRC visit report Within 2 days of visit, a report in standard format must be sent to Regional Sales Head, Area Sales Head, HCRC, Regional HR Head, Area HR Head

Format of standard CRC visit report – for HR Associates CRC Visit Report Name of CRC Date of visit Name of HR Associate Place of Field Meeting Starting time of field meeting Name HCRC Present

Team Leaders

Morning Field Meeting

Group Leaders

Manpower Status Product Module ON Roll CSS Present during field meeting Meeting Pending HR Issues discussed with HCRC Actual

Appointment letters Confirmations Upgradations OYBS Final Settlement Performance meeting with HCRC No. of <5 sellers ( should carry Performance detail report) Proposed action by HCRC with HCRC Proposed action by HCRC on OYBS non performer Absconding case No. of Absconding cases ( must compile list) Proposed action by HCRC Training by HCRC No. of CSS undergone MFW Date of MFW No. of CSS undergone STP Date of STP Meeting with New CSS Meeting with New CSS No. of new CSS ( 0 – 3 months) Pending appointment letters Pending ESIS card, ID card Own Training Program Training Name of Training Program No. of CSS attended training program Support Manpower

Support Manpower

TOTAL MANPOWER MODULE SERVICE DIVISION STORES ACCOUNTS CRM OFFICE BOYS TOTAL Health Check of CRC PARAMETERS BASIC INFRASTRUCTURE CLEANLINESS & HYGIENE SECURITY SERVICES NOTICE BOARD HELP DESK EXCELLE NT

ACTUAL

DIFF.

AVERAGE

POOR

Record Keeping 1. 2. 3. 4. 5. 6. 7. PERSONAL FILES ATTENDANCE SYSTEM LEAVE RECORDS PROVIDEND FUND ESI OYBS SHOP ACT

8. EX EMPLOYEES 9.TRAINING & DEVELOPMENT 10. ANY INITIATIVE Remarks

Role of Area Head – HR on CRC Visit            Visit of all the CRCs in a quarter Recruitment and Retention Review alongwith HCRC and HR Associate Counseling of GL and TL on retention Review absconding cases with units and CDAs alongwith HCRC and HR Associate Review and counseling of low performers Identify of GL for potential TL Review of the training – MFW and STPs are conducted by Sales Leader Review of progress of NMIMS and SLP participants Cross functional meet at CRC level Conducting PRDP for potential GL and TL Agenda on CRC visit • Morning field meeting He must attend morning field meeting • Meeting with HCRC o Recruitment and Retention Review o Proposed action on GL/TL with low retention o Review of actions against low performer and OYBS non performers o Conducting PRDP of potential GL and TL o Review of absconding CSS Meeting all NMIMS and SLP participants

• Training conducted during visit Soft skills • • Cross function meeting with HCRC, Service and Accounts Verification of certain data with Accounts and Service

• CRC visit report Within 2 days of visit, a report must be sent to Regional Sales Head, Area Sales Head, HCRC, Regional HR Head and National HR Head

Format of standard CRC visit report – for Area Head - HR

CRC Visit Report Name of CRC Date of visit Name of Area Head HR Place of Field Meeting Starting time of field meeting Name HCRC Present

Team Leaders Morning Field Meeting Meeting with

Group Leaders

Manpower Status Product Module ON Roll CSS Present during field meeting Review of Recruitment and Retention with HCRC Opening on Roll i.e. last visit closing Actual SAP

Recruitment between last and current visits Exit between last and current visits Closing on Roll Operatives Reason for GAP between On Roll and Operative Reasons for Exit (if possible conduct telephonic exit interview) Performance meeting with HCRC No. of <5 sellers ( should carry Performance detail report) Action taken by HCRC Action taken by HCRC on OYBS non performer Absconding case No. of Absconding cases ( must compile list) Action taken by HCRC PRDP No. of Potential GL PRDP is conducted in his presence by HCRC No. of Potential TL Whether PRDP is conducted in his presence by HCRC Meeting with NMIMS and SLP Participants Meeting No. of Graduates with No. of NMIMS and SLP NMM Whether you had a discussion on their progess Own Training Program Trainin Name of Training Program g No. of CSS attended training program

HCRC

Verification of Certain Data with Accounts and Service

PARTICULARS Checked YES/NO Physical Verification Cash in Petty Cash &Collection Cash Book Random check of some models Physical Stock with Stock Bk Shops & Establishment Certification Validity Date Advances outstanding Register ESI/PT payments (challens to be verified) Icr/Iccr Outstanding Statement as on date Long Unit outstanding in Crc Cheques Deposited but not cleared(cross check with BRS) Office Enquiries (Register to be maintained by CRR) Reinstallation Revenue details ( CRR Report) Customer units lying in Service(Reasons for Delay) Cash vouchers random cross check Resignation Checklist Pending (Reason for not sent to HRD) Staff Attendance Register (Incoming&Outgoing Time Check) All Department meeting (Suggestion,Queries,Needs for CRC) Minutes of Cross Functional Meeting Please attach the minutes of the meeting alongwith this report Remarks

Use of SAP on CRC Visit SAP Reports to be used during CRC Visits  Action Reports • Employee Retention Report • Attrition Analysis Report • Total Hiring Source Analysis • Total Resignation Report • Sales Landmark achievement Report  Productivity Reports • Employee FGF Productivity Report • OYBS Transfer Performance Check Report • Employee Performance Detail Report • GCSS Productivity Report • CSS Productivity Report • Absconding employees Report  MIS Reports • Total Bikes Detail Report  Manpower Reports • On Roll Report • Manpower Health Report

Monthly MIS

Period

HR Associate Onroll to Operative

Area Head Onroll to Operative Recruitment

Regional Head Onroll to Operative Recruitment

HR Coordinator Pending at HO

Weekly

Recruitment CRC Visit Report CRC Index Report CRC Training Report Absconding Report

Area Index Report Area Training Report Absconding Report Support Manpower Report

Regional Index Report Regional Training Report Absconding Report Support Manpower Report Travel Plan Zero Sellers/less thant 5 sellers Action Report

Confirmation/Upgra -dation /Increments Appointment FGF Payment Report PF Pending at HO Gratuity Pending at HO Mediclain Pending at HO Final Settlement Report

Monthly Travel Plan

Travel Plan Zero Sellers/less thant 5 sellers Action Report

CRC PRDP Report Quarterly

Area PRDP Report GL Induction Report Absconding Action Report NMIMS Performace Report

Regional PRDP Report TL Induction Report Absconding Action Report SLP Performance Report

Yearly

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