A Project Report On “H. R.

Practices in BPO & KPO Industry:

“SUMMER INTERNSHIP REPORT SUBMITTED TO UNIVERSITY OF MUMBAI” In partial fulfillment of the “MASTER OF MANAGEMENT STUDIES” (2009-2011) Submitted by Ms. MITHILA S. JAHAGIRDAR. Roll No. 0924

Prof. Vipul Vyas.
(Project Guide)

Ms. Pooja Kapasi
(Corporate Guide)

Submitted to Saraswati Education Society’s Group of Institutes Faculty of Management

SES-GOI-Faculty of Management, Academic Year: 2009-2011

A PROJECT REPORT ON INDIAN BPO & KPO INDUSTRIES Titled, “H.R.PRACTICES IN BPO & KPO WITH TRICOM” :

In partial fulfillment of “MASTER OF MANAGEMENT STUDIES”

SUBMITTED BY Ms. MITHILA S. JAHAGIRADAR UNDER THE GUIDANCE OF PROF. VIPUL VYAS

SUBMITTED TO SARASWATI EDUCATION SOCIETY’S GROUP OF INSTITUTES FACULTY OF MANAGEMENT BHIVPURI ROAD, TAL: KARJAT ACADEMIC YEAR 2009-2011

SES-GOI-Faculty of Management, Academic Year: 2009-2011

Declaration I, Ms. Mithila S. Jahagirdar pursuing the degree of Master of Management Studies from University of Mumbai, hereby declare that this Project titled “ H.R. practices in BPO & KPO Industry - Tricom India limited ”, in the Academic Year 2009 - 2010 is my own work. Moreover, I also declare that it has not been previously submitted by me for any examination of this university or any other university. I abide by the rule of academic project and accordingly I will not allow anyone to use or to copy it for academic or professional purpose. I have acknowledged the source of the secondary data and information used in this project. This information is true and original to the best of my knowledge and I take responsibility in case of any mistake.

____________________ Mithila S.Jahagirdar

SES-GOI-Faculty of Management, Academic Year: 2009-2011

Acknowledgement

I take immense pleasure in thanking Prof. Vipul Vyas (Ph.D.), our beloved Associate Director for permitting me to carry out this project work & guiding time to time.

Needless to mention thank to all faculty members, non-teaching staff, Library attendants & computer lab. Assistance, who have been a source of inspiration and for their timely guidance & help in the conduct of our project work.

I wish to express my deep sense of gratitude to my Corporate Guide, Ms. Pooja Kapasi from ‘Tricom Ind. Ltd’ for her valuable guidance and useful suggestions, which helped me in completing the project work, in time. Words are inadequate in offering my thanks to the Project Trainees and all employees of Tricom for their encouragement and cooperation in carrying out the project work.

Finally, yet importantly, I would like to express my heartfelt thanks to my beloved parent my classmates for their help and wishes for the successful completion of this project.

MITHILA JAHAGIRDAR

SES-GOI-Faculty of Management, Academic Year: 2009-2011

ABBREVIATIONS
• General H.R. H.R- Human Resource. I.S.O. – International Org. For standardization. SHRM – Strategic Human Resource management. • Scope (Areas): 1. Recruitment & selection :

MRF – Management Requisition Form EAF – Employee Application Form SME – Specialized Managerial Executive IAF – Interview Assessment Form MQR – Monthly Quality Report BVR – Background Verification Report EIF – Employee Information Form 2. T&D : Training & Development TFF – Training Feedback Form 3. Welfare :

PF – Provident Fund P.PO – Pension Policies ESIC – Employee State Insurance Corporation

SES-GOI-Faculty of Management, Academic Year: 2009-2011

4. Separation : FFS – Full & Final Settlement ECF – Exit Clearance Form

SES-GOI-Faculty of Management, Academic Year: 2009-2011

knowledge. A hiring freeze allows an employer to consolidate current employees and potentially restructure departments.  Hiring freeze an employer decides to stop hiring employees for all non-essential positions. Recognition can be written. Glossary  Acculturation : Acculturation is a socialization process by which new workers adjust to. but broader. office. and organization development. the second purpose for employee recognition is to communicate and reinforce the behaviors and actions you'd like to see the employee do more often. and become part of. the spread of the pay ranges is wider and there is less overlap with other pay ranges. and abilities. employee career development.  Downsizing means to reduce the number of employees in an organization. the corporate culture of their new company. Downsizing or lay-offs reduce the size of a work force. key employee identification. or monetary. Academic Year: 2009-2011 . to complete the work that is essential for serving the customers of the business. In the workplace. Human Resource Development includes such opportunities as employee training. pay ranges. the numbers of salary grades are consolidated into fewer.  Broad banding : In a broadband pay structure.  Progressive discipline is a process for dealing with job-related behavior that does not meet expected and communicated performance standards. etc.  Resignation Definitions for a letter of resignation or a resignation letter for the human resources glossary of human resources related terms  Recognition is providing attention or favorable notice to another person. department. coaching. succession planning. verbal.  Human Resource Development is the framework for helping employees develop their personal and organizational skills. SES-GOI-Faculty of Management. In broad banding. performance management and development.

friends. self care. A reference also refers to the content of the information that another person is willing to share about you. company culture. financial institutions. generally contains information about safety. References are checked by potential employers. procedures. Work-life balance is assisted by employers who institute policies. SES-GOI-Faculty of Management. the new job description. and anything else relevant to working in the new company.  References are people who are familiar with some aspect of your life and are willing to share what they know with another person to derive a benefit for you. and any org…  Unemployment compensation was created by the Social Security Act of 1935 to protect workers who became unemployed through no fault of their own. 360 degree feedback is a method and a tool that provides each employee the opportunity to receive performance feedback from his or her supervisor and four to eight peers. The federal government provides incentives and guidelines to the states about unemployment compensation. and expectations that enable employees to easily pursue balanced lives. in addition to the demands of the workplace. spirituality. reporting staff members. New employee orientation. Work-life balance is a daily effort to make time for family. clients and customers.  New employee orientation is the process for welcoming a new employee into your organization. actions. company history. benefits and eligibility.  Work-life balance supports the efforts of employees to split their time and energy between work and the other important aspects of life. professional associations. but each state is responsible for its own guidelines and program for unemployment compensation. Academic Year: 2009-2011 . and other activities. personal growth. the work environment. often spearheaded by a meeting with the Human Resources department. co-workers and customers. community participation.

The aim of this project is to study them through the summer internship program. It acts as a communication channel between employer and employees.R. practices in BPO & KPO sector. There are several aspects of H.R. index these primary information. is very important area in every organization as it directly deals with human beings. Project segments are: Preliminary Section : This is the starting stage of project which carries Acknowledgement . Taking care of organizational goals as well as managing workforce is the basic work line of H. Industry Profile : This is the detail information about BPO & KPO industry On global as well as Indian grounds.M. This explain growth of BPO & KPO in last decade and also focuses on problems of the sector. Academic Year: 2009-2011 . working with Tricom enhanced our knowledge and make us understand actual H. SES-GOI-Faculty of Management. These parts explain the era of the topic in detail. certificates . but still this industry is facing high rate of employee turnover 35-40%.R. practices in Indian BPO and KPO industry. people get attracted due to salary and other monetary benefits. BPO and KPO are outsourcing channels through which several business activities can be outsourced. During summer internship. This project report throws light on H.Executive summary: H. BPO & KPO are fast emerging sectors hence job openings are continuous.R.R. department. Due to globalization competition is increased and every one want to give their best hence large scale business outsource some of their business activities from specialized identity to save money and time This project is divided in to Sub topics to study in depth.

R theories and practical practices. Literature study :In this part detailed introduction of H.R.(KPO). is given which explains global scenario of the H. Appraisal.e. It carries structured information about Tricom business streams like Tricom ind. It includes different activities and area of H.R. After studying the project it is found that there is huge difference between theoretical explanations and actual corporate practices. Academic Year: 2009-2011 . Research Methodology : in this chapter research details and research methods are explained. Motivation.R. Recruitment. Employee welfare…This part is very important as whole project is based on it. There is a huge scope of development. Data analysis : According to data collected analysis is done under this section. This is the structure of the project. practices in BPO & KPO are not standard. T&D. Ltd (BPO) and Tricom InfoTech solutions ltd. Practices in BPO & KPO sector which is known for high employee turnover.It includes findings & suggestion of researcher.Company Profile : Company profile is detail introduction about the company and its work lines. Hence according to observations and study it can be said that H.In this project comparision is done between H. This project is focused on H. The major source of data was observation within the organizational system. i.R.R. SES-GOI-Faculty of Management. Findings & conclusions : This is towards end of the project which elaborate what we find or conclude after doing research and preparing project. Selection.

Academic Year: 2009-2011 .CHAPTER NO – 1 Industry profile: BPO & KPO Industry in India SES-GOI-Faculty of Management.

1. The growth in the contribution of BPOs to Gross Domestic Product has shown a steady rise from 1. 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.2% to 5.INDUSTRY PROFILE BPO & KPO Industry in India 1. The role played by BPOs in boosting India’s economy shows that the IT and ITeS sector have been contributing largely to the economic growth of India. A BPO differentiates itself by either putting in new technology or applying existing technology in a new way to improve a process. It is hence evident that the BPO industry is making an impact on the Indian economy.A Report Business process outsourcing (BPO) is a broad term referring to outsourcing in all fields. BPO Industry in India. Business Process Outsourcing (BPO) is one of the fastest growing segments of the Information Technology Enabled Services (ITES) industry.4%. SES-GOI-Faculty of Management. Academic Year: 2009-2011 .

Academic Year: 2009-2011 . This will give India the ability to sustain its global leadership and probably generate export revenues of USD 10 billion by 2010. As a matter of fact. The following are some useful statistics with regard to the growth of the IT-BPO sector during the past 10 years: • • • • 1997-98: US$ 4.1 b and BPO exports went up by 30% to $10.8 billion Current rate of growth is 28% Employment to be generated -1.BPOs are aiming at contributing towards bringing in more earnings to the country and IP creation.8 billion 2006-07: US$ 47.$40. the Indian BPO industry is leading in the market and is improving in the area of training professionals in learning foreign languages and increasing the number of skilled workers. $11.9 b  Figures of 2008-09*: $62-64 billion  Estimated figure of revenue generation for the year 2010*: 110 billion SES-GOI-Faculty of Management.  In exports. IT grew by 28% to 23. The driving forces that account for the increase in foreign investments through the BPOs in India are: • • • • • Emphasis on quality services Skilled sets and workers Cost effectiveness Quality products English speaking manpower These features of the Indian BPO industry attract long-term contracts and as a result. there are high earnings which in turn result in major contribution to economic growth.4 b from exports.6 million BPO Role in India’s economic growth is set towards making a significant impact in the time to come as well.6 domestic. Figures of 2007-08: $52 billion (growth of 28%) . The benefit to the local economy is subject to judicious exploitation of resources existing in these areas.

1.   Government bureaucracy and poor physical infrastructure.   • Weakness  Constraint on middle-management resources because of immaturity of the BPO industry.1. Academic Year: 2009-2011 . coupons Time flexibility Attractive life style Transportation facility Handsome salary Plays major role in employment in India As per NASSCOM the BPO sector is expected to grow in a very fast rate Encourages foreign investment Plays a very important role in the multiplier effect in the economy. there is an urgent need to tighten cyber laws and enforce data protection and privacy laws. • SWOT ANALYSIS Strengths :          Education level doesn't matter so much Good work environment Many benefits like free food. in future. However. Industry is moving towards mitigating data privacy and security concerns. it would be difficult to shift BPO business to the second tier cities in India. as is being talked about now.  Expanding on the importance of infrastructure.1. Weak enforcement of legal system and prevalent corruption. SES-GOI-Faculty of Management.

IDC projects that by 2006.1. increasing competition among e-logistics providers and management resistance are the main deterrents to the outsourcing in the logistics sector.3.2. with an overall compounded annual growth rate (CAGR) of 11 percent. 1. Foreign clients would prefer to jet in and jet out. While traditionally the key driver for ITES-BPO activities has been cost reduction. the potential ITES-BPO market may increase to US$ 1. SES-GOI-Faculty of Management. THE THREATS  Lack of maturity in service line. companies are increasing viewing these services as strategic and essential elements for organic growth. Academic Year: 2009-2011 . 1.  Discretionary cuts in budgets.  Privacy concerns and technical nature of subject matter are the main deterrents to the outsourcing of legal services. OPPORTUNITIES: Worldwide spending on Business Process Outsourcing (ITES-BPO) services totaled approximately US$ 712 billion in 2001.1.2 trillion. low growth due to industry maturity and decentralized nature of facilities  Management is the main deterrents to the outsourcing in the facility & operations management sector.unless physical access to them became easy.

or to up-sell / promote and cross sell to an existing customer base or to complete the sales process online. recently there were about 500 Indian companies offering BPO and related services looking for buyers. 1.1. 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.  Some companies which jumped BPO market in India are now looking to sell their assets being unable to scale operations up to the required level. As per the NASSCOM report. software. which appears to be a normal setback of BPO at the outset.  Telemarketing Services Our telesales and telemarketing outsourcing services target interaction with potential customers for 'prospecting' like either for generating interest in products and services. Academic Year: 2009-2011 . peripherals and Internet infrastructure manufacturing companies. troubleshooting and Usage support.  Technical Support Services Our technical support offerings include round-the-clock technical support and problem resolution for OEM customers and computer hardware. SES-GOI-Faculty of Management. These include installation and product support.4. e-mail and chat on a 24/7 and 365 days basis. If all above is not enough. the companies which are outsourcing non-core processes from third party service providers are literally placing their fate in the hands of another company.

Beneficiary. Initial Setup. Academic Year: 2009-2011 . Surrender Audits Accounts Receivable. Address. Risk assessment. Underwriting. Accounting. and Customer care service via voice/email etc. Case Management.  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.  Data Entry Services / Data Processing Services • • Data entry from Paper/Books with highest accuracy and fast turn around time (TAT) Data entry from Image file in any format  Data Conversion Services o Conversion of data across various databases on different platforms SES-GOI-Faculty of Management. Claim Overpayment. Employee IT Help-desk Services Our employee IT help-desk services provide technical problem resolution and support for corporate employees. Collateral verification.  New Business / Promotion: Inbound/outbound sales. Nominee.  Policy Maintenance / Management Record Changes like Name. Policy issuance etc.

Market Research.• Data Conversion via Input / Output for various media. SES-GOI-Faculty of Management. • Web and Mailing list research etc. Academic Year: 2009-2011 . Analysis. • Medical Form / Medical billing  Internet / Online / Web Research • Internet Search. Survey. OCR with Editing & Indexing Services • • High speed Image-Scanning and Data capture services High speed large volume scanning  Book Keeping and Accounting Services • • General Ledger Accounts Receivables and Accounts Payable  Form Processing Services: • Insurance claim form. Product Research.  Scanning.

media. and Transaction Processes. and telecom.5. insurance. analytics.1. It offers outsourcing operations for big companies like GE Capital. Daksh was taken over by IBM. It offers high standard solutions in customer care and back office analytics. Business Process Outsourcing: The Top Rankers The BPO companies are judged according to the clients they cater to. publishing. Genpact has around 30 branches all across the globe and offers excellent services in the field of accounting and finance. Based on these. Daksh has employee strength of around 5000. It offers high SES-GOI-Faculty of Management. The company has staff strength of around 34. Some of the specialized departments include Technical Support. IT infrastructure and so on. Customer Care. Academic Year: 2009-2011 . Recent surveys have shown that around 4500 people work in the company. finance.  ICICI OneSource: ICICI OneSource specializes in providing solutions to various sectors such as healthcare.7 million.  EXL Services: EXL Services has its offices in Noida and Pune. It employs around 5000 employees and is a well-known name among the BPO companies in India. The company has also received the BS 7799 certification. Genpact conducts a major portion of the outsourcing services in India. customer service.  Daksh eServices: Ranking among the fastest growing BPO companies in India. In the year 2004.000 employees with revenue of around $822.1. their work and the output and also the employee welfare and satisfaction. some of the wellknown BPO companies are:  Genpact: Established in the year 1997.

collections. It has four centers in Bangalore. It has been awarded the prestigious ISO 9001:2000 certification for its quality performance. The BPO industry is also a lucrative option for both graduates and fresher’s as one can get good salary. the BPO industry provides employment to around 0. HCL-Tech BPO has around 3000 employees and offers cutting edge services in customer care. insurance. banking.quality services in mortgage lending. They are: • • • • • • • • NIIT Smart Serve Motif Ajuba Hinduja TMT ISeva Convergys Wipro Spectra mind Tricom According to the recent surveys. health care. there are plenty of other premier BPO companies in India which offer specialized facilities and services in various sectors. The growth rate of the wages and salaries in the sector range from 10-15 % SES-GOI-Faculty of Management. and analytics. Chennai and Noida.  HCL-Tech BPO: A subsidiary company of HCL Technologies.7 million people across the country. The yearly revenue amounts to around $11 billion with a share of around 1 % of the annual Gross Domestic Product (GDP). back office processing and so on. Academic Year: 2009-2011 . In addition to these.

more and more foreign BPO companies are setting up bases in India.1. Hyderabad. Bhubaneshwar. To cater to the growing demand. Indian Scenario (Chart 1. In addition.1. Due to the development in infrastructure. those working in the BPO sector are also entitled to a number of benefits. New Delhi.6a) SES-GOI-Faculty of Management. Table 1. Coimbatore. Apart from these. Bangalore. Academic Year: 2009-2011 . Chandigarh.every year. more BPO companies are also setting up bases in other cities across the country like Pune. Some of the cities where the business processing industry is popular are Chennai. and Mumbai and so on. Kochi.1 : Global BPO Market by Industry Industry Information Technology Financial Services Communication (Telecom) Consumer Goods/ Services Manufacturing Percentage (%) 43 17 16 15 9 1.6. Gurgaon. there are also well known domestic BPO companies which cater to the national as well as the international market. Kolkata. and Lucknow and so on.

1.According to international business magazine BPO sector is emerging very rapidly & by 2012 it will contribute almost 2. Academic Year: 2009-2011 . As India is becoming world’s fastest growing outsourcing destination. Almost all developed countries are turning to India for outsourcing business activities.1. (Chart 1. India’s capabilities in BPO SES-GOI-Faculty of Management.7.5% to the Indian economy.6b) 1.

and shortage of horizontal expertise in payroll. all-in costs of $5.S. MNCs driving growth (40% market share).000. focus on financial. compared with US costs of $28/hour. is higher). Negatives are high operator attrition rates (though the U.1. will drop to 30% by 2006.50-$12/hour. Rapid ramp-up possible: most firms we met planned 100%+ annual expansion into the next 3 years. Academic Year: 2009-2011 . adequate supply of English speakers due to large-urban locations leading to realization of scale economies (average call center is 1000+ employees). expect BP employment to cross 1. (Chart 1. health care.5-$3/hr) for high quality. real estate. and technological sophistication. logistics. MNC presence.000 by 2006. project management skills. shortage of middle and senior migration and operations management. adequate and cost-effective communications and other infrastructure.Low labor costs ($1. strong flow of global venture capital. benefits. telecom and IT firms’ back-office work. shortage of vertical expertise in fast-growing areas like insurance.7) KPO INDUSTRY SES-GOI-Faculty of Management. Currently call-centers account for 70% of work. document management and interactive customer-care.

rather than just process expertise. The KPO typically involves a component of Business Processing Outsourcing (BPO). volume and efficiency. While KPO derives its strength from the depth of knowledge.1. calls for the application of specialized domain pertinent knowledge of a high level. BPO in contrast is more about size. Academic Year: 2009-2011 . In fact. And when this activity gets outsourced a new business activity emerges. advanced analytical skills and business expertise. it is the evolution and maturity of the Indian BPO sector that has given rise to yet another wave in the global outsourcing scenario: KPO or Knowledge Process Outsourcing. KPO Industry is handling more amount of high skilled work other than the BPO Industry. Research Process Outsourcing (RPO) and Analysis Proves Outsourcing (APO).2 What is KPO? Knowledge process can be defined as high added value processes chain where the achievement of objectives is highly dependent on the skills. experience and judgment factor. domain knowledge and experience of the people carrying out the activity. KPO business entities provide typical domainbased processes. SES-GOI-Faculty of Management. which is generally known as Knowledge Process Outsourcing. Knowledge Processing Outsourcing (popularly known as a KPO).

the Czech Republic. Research & Development. Medicine. operational efficiencies.2 The future of KPO According to a report by Global Sourcing Now. countries such as Russia.2. the Indian KPO sector is also expected to employ more than 250. Analytics. Paralegal Content and even Intelligence services. Law. In addition. the Global Knowledge Process Outsourcing industry (KPO) is expected to reach USD 17 billion by 2010. This talent is soon being discovered and tapped by leading businesses across the globe resulting in the outsourcing of high-end processes to low-wage destinations. Design & Animation. China.000 KPO professionals by 2010. and Israel are also expected to join the KPO industry. SES-GOI-Faculty of Management. Cost savings. A report by Evalueserve predicts that India will capture more than 70 percent of the KPO outsourcing sector by 2010. even rocket science! India has a large pool of knowledge workers in various sectors ranging from Pharmacy. Apart from India. 1. 1.The success achieved by many overseas companies in outsourcing business process operations to India has encouraged many of the said companies to start outsourcing their highend knowledge work as well.000 employees. of which USD 12 billion would be outsourced to India . compared with the current figure of 25. Ireland. Biotechnology. Academic Year: 2009-2011 . Education & Training. availability of and access to a highly skilled and talented workforce and improved quality are all underlying expectations in outsourcing high-end processes to India.1. Hence Knowledge Process Outsourcing involves off shoring of knowledge intensive business processes that require specialized domain expertise. India's intellectual potential The myth that Indian companies can only provide "software coolies" is soon changing to the reality of Indian companies being capable of almost anything. Engineering.2.

during the 2001-07 period. the number of billable professionals had increased to approximately 75. The following figure demonstrates the expected growth in the BPO and KPO markets over the next seven years.05 billion. By 2010-11.According to Evalueserve. Thus. during 2000-01. 1. its growth phase only started after 2000-01.3 Comparison of Opportunity in BPO and KPO markets Low-end outsourcing services have an expected Cumulative Annual Growth Rate (CAGR) of 26% by 2010. In contrast. the global market is poised for an expected CAGR of 46% by 2010.3 KPO Market Size Although the KPO industry evolved during the mid-1990s in India. the contribution of the Indian KPO sector to the global KPO industry will be in the range of65-70 per cent. the KPO industry in India consisted of only 9.2. (Chart 1. the industry witnessed a CAGR of 51 percent in revenues and 43 per cent in the number of billable professionals.000 employees. by 2006-07.000 billable professionals who generated total revenues of US$ 260 million. However. Academic Year: 2009-2011 .1. who were responsible for generating revenues of US$ 3.3) SES-GOI-Faculty of Management.

3.3. Above diagram can explain different segments where outsourcing is done through BPO’s or KPO’s.1) There are so many area where companies follows the method of outsourcing. Here are some BPO & KPO services that can be outsourced to India:              Research & Development Business and Technical Analysis Learning Solutions Animation & Design Business & Market Research Pharmaceuticals and Biotechnology Medical Services Writing & Content Development Legal Services Intellectual Property (IP) Research Data Analytics Network Management Training & Consultancy SES-GOI-Faculty of Management.1 What high-end services can be outsourced to the Indian BPO & KPO? (Chart 1. Academic Year: 2009-2011 .1.

3. Again. when there are so many privileges for the BPO employees than what makes them to change the company/industry?? Is it only MONEY that matters or anything else as well?? Here are some of the reasons for a BPO professional to change his/her job.3 Why people leave the BPO's & KPO’s? When there are so many benefits associated with BPO industry. b) Find nothing better to do. For higher Salary 3. No growth opportunity/lack of promotion 2. this is the industry. For Higher education 4.1. Misguidance by the company SES-GOI-Faculty of Management. where there is no reference checks and very often people don't even specify there exact age. Lets me share with you some of the reasons as why people prefer to join a BPO: a) Did not get a better job.3. 1. c) Education level doesn't matter d) Good work environment e) Good Benefits f) Flexibility of time g) Attractive life style h) Transport facility 1. Academic Year: 2009-2011 . Some BPO's like to take people with MBA but then again the specialization are of an individual hardly makes any difference.2 Why people prefer to join BPO's & KPO’s? In general a person with any graduation can join any of the BPO.

are far higher than at home.4 Challenges for a HR Professional in BPO & KPO 1. there is no standard curriculum. information security. SES-GOI-Faculty of Management. Customer-companies tend to demand better results from outsourcing partners than what they could actually expect from their own departments. due to the wide variety of the jobs. No personal life 7. Standard pre-job training: Again. 2. 3. demands on parameters such as quality. Physical strains 1.000 miles away. business continuity and disaster recovery. 4. So. Lack of focused training and certifications –Given this background. turn around timeliness. etc. Academic Year: 2009-2011 . which could be designed and followed. Benchmarks: There are hardly any benchmarks for compensation and benefits. how to be more efficient than the original? 5. Everyone is charting their own course. thus making it difficult to attract the best talent.5. etc. Brand equity: People still consider BPO to be "low brow". lack of general clarity on skill sets. the recruiting and compensation challenges of HR departments are only understandable. performance or HR policies. "When the job is being done 10. Policies and procedures are not conducive 6.

1. non-earning parents and children above three months b) Personal Accident Insurance Scheme: This scheme is to provide adequate insurance coverage for Hospitalization expenses arising out of injuries sustained in an accident. Dependent family members include spouse. Companies also have well equipped gyms. c) Subsidized Food and Transportation: The organizations provide transportation facility to all the employees from home till office at subsidized rates. d) Company Leased Accommodation: Some of the companies provides shared accommodation for all the out station employees. The lunch provided is also subsidized. chess tables and coffee bars. disease or injury or pregnancy in case of female employees or spouse of male employees. SES-GOI-Faculty of Management. personal trainers and showers at facilities. below is a list of other benefits…BPO professionals are entitled to the following: a) Group Medi-claim Insurance Scheme: This insurance scheme is to provide adequate insurance coverage of employees for expenses related to hospitalization due to illness. The purpose is to provide to the employees to lead a more comfortable work life balance.5 Employee Benefits Provided By Majority Of the BPO Companies A part from the legal and mandatory benefits such as provident-fund and gratuity. e) Recreation. Academic Year: 2009-2011 . Cafeteria. ATM and Concierge facilities: The recreation facilities include pool tables. This covers total / partial disablement / death due to accident and due to accidents. in fact some of the BPO companies also undertakes to pay electricity/water bills as well as the Society charges for the shared accommodation. All employees and their dependent family members are eligible.

accuracy and productivity of each process. j) Educational Benefits: Many BPO companies have this policy to develop the personality and knowledge level of their employees and hence reimburses the expenses incurred towards tuition fees. Academic Year: 2009-2011 . The Pay for Performance can be as much as 22% of the salary. for pursuing MBA. examination fees. SES-GOI-Faculty of Management. h) Personal Health Care (Regular medical check-ups): Some of the BPO'S provides the facility for extensive health check-up. the medical check-up can be done once a year. The new recruits are provided with interest free loans to assist them in their initial settlement at the work location. Air tickets etc g) Cellular Phone / Laptop: Cellular phone and / or Laptop are provided to the employees on the basis of business need.e. performance based incentive scheme. speed.f) Corporate Credit Card: The main purpose of the corporate credit card is enable the timely and efficient payment of official expenses which the employees undertake for purposes such as travel related expenses like Hotel bills. i) Loans: Many BPO companies provide loan facility on three different occasions: Employees are provided with financial assistance in case of a medical emergency. The parameters for calculation are process performance i. and purchase of books subject. Employees are also provided with financial assistance at the time of their wedding. and/or other management qualification at India's top most Business Schools. For employees with above 40 years of age. And. k) Performance based incentives: In many BPO companies they have plans for. The employee is responsible for the maintenance and safeguarding of the asset.

Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal life needs . o) Wedding Day Gift: Employee is given a gift voucher of Rs.to Rs. The Salary consists of Basic. m) Flexible Salary Benefits: Its main objective is to provide flexibility to the employees to plan a tax-effective compensation structure by balancing the monthly net income. Leave Travel Assistance. dancing etc. p) Employee Referral Scheme: In several companies employee referral scheme is implemented to encourage employees to refer friends and relatives for employment in the organization. It is applicable of all the employees of the organization. SES-GOI-Faculty of Management. DA and Conveyance Allowance. and Special Allowance n) Regular Get together and other cultural programs: The companies organizes cultural program as and when possible but most of the times. Maternity. in which all the employees are given an opportunity to display their talents in dramatics. 2000/. 7000/. yearly benefits and income tax payable. Health situation. Formal education program. Medical Reimbursement. Academic Year: 2009-2011 .based on their level in the organization. The Flexible Benefit Plan consists of: House Rent Allowance. singing. acting. once in a quarter. Apart from that the organizations also.l) Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible work schedules and set out conditions for availing this provision.The factors on which Flexi time is allowed to an employee include: Child or Parent care.

Academic Year: 2009-2011 . India Limited (BPO).CHAPTER NO – 2 Company profile : • • InfoTech Solutions (KPO). SES-GOI-Faculty of Management.

COMPANY PROFILE

2.1 Company Profile Tricom Information & Technology was established in the year 2000 as major sector in BPO segment & today expand its process in BPO as well as KPO industries. Today Tricom and its subsidiaries infrastructure consists of about 90,000 sq ft. spread across three locations in Mumbai, one each in Nasik, Chennai, and Phoenix, Arizona in USA.Tricom offers an unconventional process outsourcing experience, powered by a combination of domain expertise, process skills and superior technology. 2.2 Business Performance Tricom’s business model has proved its versatility in this tough environment. Our focus on niche business segments such as Litigation Support, Forms Processing, Title Plant, ePublishing, Healthcare Services and Software Services have enabled the Company to post 66% increase in revenues. However, profit margins witnessed moderate growth on account of the acquisitions made recently. As your Company's services are centered on the markets in U.S. the volatile dollar also had an impact on the bottom line. Operating in niche business segments has always been your Company's focus and strength. This niche focus coupled with presence in sectors which are virtually inelastic towards the economic downturn fuelled growth in the year under review as our business verticals continued to witness increased demand.

SES-GOI-Faculty of Management, Academic Year: 2009-2011

2.3 Future While we feel immensely gratified by the milestones surpassed, we are more excited and humbled by the opportunities that lie ahead. Your Company would continue to focus on operating in niche business verticals which hold promising opportunities. Going ahead, to raise funds for expansion your Company is planning a rights issue. The details are being worked out and firm plans will be announced shortly. The fundamentals of your Company have not changed. We are confident that year 200910 will be another year of growth and a time for your Company to demonstrate its unique advantages and potential.

2.4

Mission and Values Mission: We are committed to enhancing customer satisfaction by consistently providing

1.

services that reflect quality, reliability, speed, versatility, confidentiality and adaptability. 2. Values We believe that the values that drive us underscore our commitment to:
• •

Customer Delight: To surpass customer expectations consistently Leadership by Example: To set standards in our business and transactions and be a benchmark for the industry and ourselves Integrity and Transparency: To be ethical, sincere and open in all our transactions Fairness: To be objective and transaction-oriented, and thereby earn trust and respect Pursuit of Excellence: To strive relentlessly, constantly improve ourselves, our teams, our services and products to become the best

SES-GOI-Faculty of Management, Academic Year: 2009-2011

2.5 Certifications Quality covers all our processes, interfaces and outputs, in management, core and support process. It helps us deliver long-term excellence, and ultimately, predictability of returns to all our customers. We improve "Execution Excellence" through continuous productivity improvement. We have continuously benchmarked our processes against world-class standards and models such as ISO 9001 and ISO 27001. Moreover, regular and rigorous assessments are conducted by reputed external assessors. Our process performance has been benchmarked and has emerged as one of the best in the BPO industry. Tricom Information & Technology is proud and delighted to have achieved both, ISO 27001:2005 accreditation (which is awarded only to those companies who have achieved the highest levels of competency in information security management) and ISO 9001:2008 certification (the international benchmark for quality management and quality assurance).

2.6Subsidiaries

SES-GOI-Faculty of Management, Academic Year: 2009-2011

6.2.1. As experts in providing both on-shore and offshore outsourcing solutions. Tricom is committed to surpassing our customers’ expectations of quality. SES-GOI-Faculty of Management. confidentiality and adaptability.tricominfo. 2. Tricom focuses on several industries. delivering uncompromising solutions and services cost-effectively.) 2. speed. The company appreciates the need for businesses to determine their exact needs in the context of the opportunities presented by outsourcing and offshore processing. Attorney Document Review services. Tricom InfoTech Solutions (TIS) www. Healthcare claims processing. Tricom Document Management India(www. Litigation Coding. India that provides deep expertise in business processes and believes in assessment of the client’s requirements to the right amount of detail as a prerequisite to recommending specific solutions and services. TIS offers unique and customised Knowledge process outsourcing solutions and services to its clients in order to maintain strategic focus. TIS is a wholly-owned subsidiary of Tricom India Limited a listed nonvoice ITeS service provider for global businesses that has emerged as an industry leader in the new world of large-scale outsourcing.tricominfosolutions. Mortgage Document/Title Plant maintenance and e-Publishing. Tricom’s over 2. Litigation Support (Electronic Data Discovery. provides accurate.800 employees globally. general forms processing/Indexing.6.com) Tricom Document Management India. among others). improve performance and realize aspirations through the KPO services. versatility. operate in a 24-by-7 professional environment. Academic Year: 2009-2011 . quick and cost-effective document processing & management services to its US-based customers.(Chart 2. a subsidiary. including.6.com Tricom InfoTech Solutions (TIS) is a Knowledge Process Outsourcing (KPO) solutions and services provider headquartered in Mumbai. reliability.

Corporations have found that not only does a LPO provider dramatically cut legal costs.7. This is even more so when the partner has both domestic and offshore capabilities such as Tricom. outsourcing to a trusted partner such as Tricom also helps corporate legal departments and law firms maximize their capacity so they can focus on more strategic issues.7 Business Streams 2.1 LPO LPO (Legal Process Outsourcing) Tricom is an ISO Certified partner for corporations and law firms. delivering quality legal process outsourcing. including Legal Process Outsourcing services. Tricom was established in the year 2000 and has emerged as an industry leader in the new world of large-scale outsourcing.1 Tricom InfoTech Solutions (TIS) (Chart 2.2.7. Academic Year: 2009-2011 .1.1) 2.7. Utilizing our state-of-the-art facilities and an SES-GOI-Faculty of Management.

or document review. and manpower to quickly assemble a team with qualifications specific to your legal department’s needs. matters. a publicly traded company with more than 2. attorneys with Tricom providing full project management.S. Tricom’s LPO offerings include: • • • • Contract Drafting Contract Management Document Review Legal Research Whether the project involves contract drafting and editing. Tricom also maintains strict confidentiality and takes extraordinary measures to ensure data security.S. including its team of U. • • SES-GOI-Faculty of Management. facilities. financial independence. each project is managed by experienced and licensed U. • Tricom has a written training and certification program for offshore attorneys working on U. Here are just a few of the reasons why you should consider us as your partner for offshore needs: • Tricom has the infrastructure. Academic Year: 2009-2011 .500 employees – all experienced in providing excellent service and a commitment to quality. matching or exceeding that in the U.S.S. including rigorous training and testing on professional ethics. Tricom Document Management is a division of Tricom India Limited. attorneys who are some of the most experienced in the industry The Tricom facilities and technology in India are state-of-the-art. Tricom is providing an industry-leading outsourcing model for legal services and is recognized internationally for its offshore data capabilities. • Tricom verifies backgrounds and qualifications of attorneys.employee force of over 2500. research support.

Having acquired Tricom Infotech Solutions Ltd.7. a well-known name in the Healthcare Outsourcing Industry and a subsidiary of Godrej Industries Ltd. 2. Our solutions are focused on increasing the operating margins and cash flow generation of our healthcare clients by deploying efficient business processes. We collaborate with healthcare providers and insurance carriers utilizing a unique and flexible blended-shore approach. (formerly Godrej Global Solutions Ltd.1. proprietary re-engineering methodologies and technology enabled automation.3 Title Research Title Insurance protects lenders or borrowers against losses arising from problems or defects with the ownership or legal title of a property.2 Healthcare Tricom Healthcare Outsourcing Solutions provides business processing support and services in the areas of Medical Billing and Claim Processing to healthcare providers and insurance carriers. Academic Year: 2009-2011 .). cutting edge expertise in Information Technology Enabled Support (ITES) services.7. best practices in software development and application delivery to our Healthcare clients. The rising importance of the service can be gauged by the fact that in 2003. according to ALTA (American Land Title SES-GOI-Faculty of Management.2. Our solutions encompass a comprehensive suite of platform-enabled back-office services that span the healthcare revenue cycle workflow – from patient admission and charge capture to claims processing and receivables management.1. Tricom is poised to offer unparalleled domain knowledge in healthcare.

optimize asset utilization and enhance productivity through our engineering services. 2. Web Crawler The Tricom Crawler can crawl into websites irrespective of the size.7 billion taken in as premiums. We enable you to reduce time-to-market.4 Software ( 2/A. A. The goal of our crawler is to selectively seek out pages that are relevant to a pre-defined set of sections. Section I.1. Our services address the complete engineering value chain. about 4. We at Tricom understand the criticality and the complexities involved in Title Insurance.1 • • The features of Trico crawler : Stability Scalability SES-GOI-Faculty of Management. JavaScript or other complexities. Academic Year: 2009-2011 . Software Consulting The consulting team at TRICOM provides unique software consulting to help clients achieve their long term business goals. Tricom provides title insurance and related information services required for settlement by the real estate and mortgage industries in the United States and international markets.7. expand innovation capacity.3.3% percent of the $15.1) Tricom provides software services that improve your product operations for better business value.Association). B. the industry paid out about $662 million in claims. spanning various industry verticals. depth. orientation.

2) 2.7. fast turnaround and top economic value. Tricom guarantees total quality. experienced project management and client support professionals.2 (Tricom India Limited TIL) (Chart 2.2.7.1 e-Publishing Tricom e-Publishing solutions address end-to-end needs of the e-Publishing industry. quick turnaround. Academic Year: 2009-2011 .7.  • • • • • Our strengths Customer-centric approach Quick turn-around time and top-notch quality Skilled and experienced work force End-to-end needs of electronic data conversion services Providing cost effective state-of-the-art service with a substantial number of highly trained staff.• • • • Security Speed Accuracy Cost-effective 2. SES-GOI-Faculty of Management. ranging from simple to high complexity jobs. Our services offer cost effectiveness. and state-of-the-art electronic data conversion.

Our services

• Digital publications processing—Dailies, Magazines & Newspaper archives • Electronic data conversion to markup format (XML/HTML/SGML conversion) • Data capture, conversion and digitization • Multimedia

2.7.2.2

Indexing / Generic Document Processing

Tricom has vast experience with a wide variety of coding and indexing techniques and a large team of highly experienced staff to handle the most critical projects. We provide Indexing service to clients across the United States, Canada and the United Kingdom. We offer services for a variety of forms, such as:
• • •

Traffic Citations Wage Sheets Airline Bills Every indexing and coding project is unique. The Tricom project management team

works with you to identify all your indexing and data requirements. Each data element is classified into critical and non-critical categories. Critical data elements are captured with accuracy levels of 99.998% or higher. Tricom also provides its clients secured and dedicated FTP logins and passwords so that they can upload their images and receive data from Tricom. Alternatively, we can download images from the client’s FTP site. The steps are as follows:
• • • • • • •

Download of images from FTP site Preparation of Inventory Control Mail to client, acknowledging the images have been downloaded Dual Data Entry of the images Compare the two Data Files Quality Control Data Upload

SES-GOI-Faculty of Management, Academic Year: 2009-2011

We offer a wide variety of indexing services that are on par with the current industry standards in terms of processes, quality, productivity and timeliness. This is what and how Tricom works. With its dedication and consistency Tricom is expanding rapidly.
2.8 Locations Of Tricom:

Tricom is leading with 6 divisional offices among Mumbai, Nasik & Chennai. But its registered corporate office is in Mumbai which is also known as ‘Tricom House- Gandhi Estate.’ where as all other offices are worked under the hold of ‘Tricom House.’ Tricom offices are locations :  Tricom Information & Technology Tricom House, Gandhi Estate, Safed Pool, Andheri- Kurla. Road, Andheri East, Mumbai – 400 072. Tel:+91 22 66907800
 

Tricom Information & Technology Gurunanak Estate, Safed Pool Andheri- Kurla Road,Andheri East, Mumbai – 400 072 Tel:+91 22 66082100

Fax:+91 22 66907810 Tricom Information & Technology TFSHouse,  Tricom InfoTech solutions The Great Oasis Building, 5th floor, Near Sainath Nagar stop, MIDC – Andheri.

Sir MathuradasVasanji Road, Safed Pool, Andheri East, Mumbai – 400 072 Tel:+91 22 66080500  Tricom Information & Technology B38, Nice Industrial Area, Near Mahatma Nagar, Satpur, Nashik—422 010 Tel: +91 253 236 4610

Tricom Information & Technology RR Towers III, 3rd floor, Thiru-Vi-Ka Industrial Estate, Guindy, Chennai - 600 032 Tel: +91 44 4229 7100 Fax: +91 44 2232 7200

SES-GOI-Faculty of Management, Academic Year: 2009-2011

Fax: +91 253 236 4614

Contact: For Corporate enquiries: info@tricommail.com For Sales & Marketing enquiries: sales@tricommail.com

2.9 Management Committee :

Tricom is governed by its Management Committee & they are:

Board of Directors : Baldev Boolani Chetan Kothari Jayant Tanksale Anil Bakshi Hiren Kothari Shailesh Bhatiya Vijay Bhatiya Gautam Berry Chairmen Managing Director Director Director Director Director Director Director

SES-GOI-Faculty of Management, Academic Year: 2009-2011

Auditors J.L. Academic Year: 2009-2011 .) Finance Systems & I. Sales   SES-GOI-Faculty of Management.Bhatt & Company 3 Quality Process Certification Corporate communication (P.T. Operating committee Chetan Kothari Jayant Tanksale Managing Director Director  Company Secretary Harish Agarwal  Departmental Heads Rahul Vyas Anil Raikundlia Sandeep Gupta Thomas Kurvilla Rajiv Dalal Bankers State Bank of India ICICI Bank Ltd.R.R) Human Resource (H.

ISO 9001: 2000 ISO 27001 : 2005   Total Income : 467. CHAPTER NO – 3 SES-GOI-Faculty of Management.7 Mn Total Manpower: 2700. Academic Year: 2009-2011 .

employees and employees. In other words. desirable working relationship between employees and employers. HRM is concerned with getting better results with the collaboration of people. Its objective is the maintenance of better human relations in the organization by the development.Literature study HUMAN RESOURCE MANAGEMENT: GLOBAL SCENARIO Human Resource Management has come to be recognized as an inherent part of management. application and evaluation of policies. procedures and programmes relating to human resources to optimize their contribution towards the realization of organizational objectives. It is an integral but distinctive part of management. HRM helps in attaining maximum individual development. Academic Year: 2009-2011 . concerned with people at work and their relationships within the enterprise. which is concerned with the human resources of an organization. and effective modelling of human resources as contrasted with physical SES-GOI-Faculty of Management.

1) SES-GOI-Faculty of Management. selection. HRM means employing people. maintaining and compensating their services in tune with the job and organizational requirement (Chart 3. Academic Year: 2009-2011 .the people working there who individually and collectively contribute to the achievement of the objectives of the business. In simple words. utilizing. developing their capacities.resources. The terms "human resource management" and "human resources" (HR) have largely replaced the term "personnel management" as a description of the processes involved in managing people in organizations. It is the recruitment. development. 3. compensation and motivation of human resources by the organization.1 INTRODUCTION Human resource management (HRM) is the strategic and coherent approach to the management of an organization's most valued asset . utilization.

 To be ethically and socially responsive to the needs of society.  To ensure respect for human beings. transport. incentives. settlement of disputes. talents and aptitudes of an organization's workforce. It is the sum total or aggregate of inherent abilities. Academic Year: 2009-2011 . 3. SES-GOI-Faculty of Management. promotion. collective bargaining. • Welfare aspect-It deals with working conditions and amenities such as canteens...1.1.  To develop and maintain a quality of work life. • Industrial relations aspect-This covers union-management relations. education.2 Human Resource Management: Objectives  To help the organization reach its goals. etc. productivity etc.  To provide the organization with well-trained and well-motivated employees... placement. as well as the values. 3. etc. attitudes. acquired knowledge and skills represented by the talents and aptitudes of the persons employed in the organization. medical assistance. creative abilities. housing. recruitment. To identify and satisfy the needs of individuals. grievance and disciplinary procedures. layoff and retrenchment..  To achieve and maintain high morale among employees.. skills. remuneration. selection. rest and lunch rooms.HRM may be defined as the total knowledge. transfer. training and development.  To increase to the fullest the employee's job satisfaction and self-actualization. approaches and beliefs of the individuals involved in the affairs of the organization.  To ensure reconciliation of individual goals with those of the organization.1 Human Resource Management: Scope The scope of HRM is very wide: • Personnel aspect-This is concerned with manpower planning. health and safety.  To ensure effective utilization and maximum development of human resources. joint consultation. recreation facilities.

11. SES-GOI-Faculty of Management. Academic Year: 2009-2011 . Aiding in the self-development of employees at all levels. Developing and maintaining motivation for workers by providing incentives. Quality Circle.  To enhance employee's capabilities to perform the present job. 4.1. 12. 6. Remuneration of employees. Setting general and specific management policy for organizational relationship. Feedback and Counselling. team work and inter-team collaboration. selection and placement of personnel. Taking corrective steps such as transfer from one job to another. 10. contract negotiation and grievance handling. 2. Staffing the organization.  To inculcate the sense of team spirit. Performance Appraisal. Appraisal of performance of employees. Job Rotation. 16. Human Resource Management undertakes the following activities: 1. Reviewing and auditing manpower management in the organization 14. 15. 5. Training and development of employees. 3. Collective bargaining. 8. Recruitment. 3.  To equip the employees with precision and clarity in transaction of business. To develop overall personality of each employee in its multidimensional aspect. Organization development and Quality of Working Life. Role Analysis for job occupants. 17.3 Human Resource Management: Functions In order to achieve the above objectives. Human resource or manpower planning. 9. 13. 7. Social security and welfare of employees.

 Rising employees' expectations  Drastic changes in the technology as well as Life-style changes. Human Resource Management: Major Influencing Factors In the 21st century HRM is influenced by following factors.4.1. which contributes in its strategy planning:  Size of the workforce. 3. Politics and policies of the Government.  Impact of new economic policy..  Lean and mean organizations.  Composition of workforce. stimulating & retaining the outstanding employees as it SES-GOI-Faculty of Management. New skills required.2 STRATEGIC HUMAN RESOURCE The human resource management that aims to improve the productive contribution of individuals while simultaneously attempting to attain other societal and individual employee objectives has undergone drastic change with the passing of years..  Culture prevailing in the organization etc. developing.3.  Environmental challenges. Academic Year: 2009-2011 .  Downsizing and rightsizing of the organizations. We all know that HRM is concerned with the "people" & keeping the fact in mind that HRM helps in acquiring.

• The Strategic Management Process includes:  Determining what needs to be done to achieve corporate objectives.2 Human Resources Life Cycle: SES-GOI-Faculty of Management. often over 3 Examining organization and competitive environment Establishing optimal fit between organization and its environment Reviewing and revising strategic plan 5 years    3.2. it has been started being used strategically & is now termed as Strategic human resource management.  organizational mission and objectives. Academic Year: 2009-2011 .1 SHRM:  Organizational use of employees to gain or keep a competitive advantage Involves aligning initiatives involving how people are managed with against competitors.2. 3.gives both effectiveness & efficiency to the working of the organization.

and it provides the basis for Manpower planning and internal mobility.(Chart 3.g. Academic Year: 2009-2011 . linking HR functions in it. For e. The next Stage is for sustaining and retaining those who are hired and making sure that they work efficiently and help the company move in the selected direction. This new plan will act as the guideline for the company and will help in determining how many people do we need and what qualifications they should posses and how many of them can be kept on full-time rolls and as permanent employees. The Manpower planning will lead to the function of acquiring right people for the right job and in accordance recruitment as well as selection exercise will be designed and tools selected. if a automobile company decides to launch a new four-wheel model in the time to come their focus will be on Research and Development and then on Market Testing and last but foremost production and after sales.2) The cycle starts with laying down a strategic plan.2. They should also facilitate the smooth movement of the company in the desired direction and should result in SES-GOI-Faculty of Management.

To understand these linkages we can look at them as tasks and steps needed to be taken in order to complete the tasks.2. Academic Year: 2009-2011 .2. project teams. The selected strategic focus should be very clear and well integrated into organizational policy and clearly communicated to HR Department to help in drafting suitable HR strategy and last in carrying out all activities.3) Given diagram presents various factors that have an impact on HR plans and Strategy and how are they interlinked with each other. Employee's performance should be rated and compared with the benchmarks. In last stage the separation or farewell to those who are non-performing or may be to those who have completed their job or task i. recorded deviations are to be corrected. and precautionary measures for the future are implemented. Their interactions and impact on each element and the resulting change in HR Plan and policy is also indicated clearly.achievement of corporate goals and objectives effectively and efficiently.3 Factor Linkages of HR Plans and Strategies: (Chart 3.e. SES-GOI-Faculty of Management. is bided. 3.

Academic Year: 2009-2011 .1 SCOPE OF THE STUDY SES-GOI-Faculty of Management.CHAPTER NO – 4 Research Methodology 4.

is said to be unscientific and unsystematic.2 OBJECTIVES OF THE STUDY This study program has got the following objectives: • To know & study actual HR Practices i. requires not only theoretic background but also some practical experience to have some knowledge on day-to-day problem solving. SES-GOI-Faculty of Management. practice makes a man perfect and the knowledge. More over the branch of management. • To get practical knowledge in the areas of personnel management and Industrial relations i. This does not deal with the practical application. It is defined as “art of getting things done through people” but in order to achieve desired individual and group objective and effectiveness to have skilled and efficient human resource is essential. 4. As the study has got wide relevance is formulating valid information about the organization. • To study the composition of employer and employee relation existing in the organization.e. Human Resource.e. which deals with the most critical and important factor of production. it helps in getting a critical look in to the personnel practices of the organization.Human Resource management is most essential in the organization. employer-employee relationship and the working environment of the organization in relation to theoretical knowledge is different in the practice. Hence one becomes more efficient and effective when a flavor of practical out look is added to the bosky mind. It become complete when added with practical knowledge as the noted truth comes to sight. training and development performance appraisal schemes adopted by KPO Industry. As there is saying. Academic Year: 2009-2011 . It gives a previous idea about the job and working environment to the future decision-making how to perform by assigned job successfully and tact fully. Gathering information and theoretical knowledge is a part of study. Organizational behavior.

Academic Year: 2009-2011 . 4. Area of work and access within the company was limited. To study organizational culture and style. The scope of the study was limited to employees in the organization. • • To study the statutory and non-statutory welfare practices adopted by organization.4 RESEARCH DESIGN SES-GOI-Faculty of Management.3 LIMITATIONS OF THE STUDY The limitations of the study undertaken are as follows: • • • • The study programs conducted was restricted during two months only.• To know the facilities provided to the employees as well as the public by the organization. 4. The study was restricted to limited number of respondents.

 Correlation or Prospective Research Design . But following are some of them:  Descriptive or Survey Research Design . This informal questioning and unstructured interviews are source of primary data. no specific method is been followed. All Sources & channels can be used for research. These Observations .This design is most appropriate in controlled settings such as laboratories.It attempts to explore relationships to make predictions. There are several methods and designs of research can be traced. Experimental Research Design .  In this project Unstructured and descriptive research is selected as there is no fixed structured questioner is used. This method is selected as per convenience and requirement of project topic. interviews help us to know more about the system SES-GOI-Faculty of Management.The purpose is to collect. it uses direct observation to give a complete snapshot of a case that is being studied.  Case and Field Research Design . No structured questioner is used.  Unstructured Research Design : In this type of research design . other employees of the organization to know about the system and gain more knowledge. Questions are asked to team members.It attempts to describe and explain conditions of the present by using many subjects and questionnaires. supervisors. synthesize evidence to establish facts that defend or refute your hypothesis. Academic Year: 2009-2011 . It uses one set of subjects with two or more variables for each.A research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. The design assumes random assignment of subjects and random assignment to groups   Historical Research Design .Also called ethnographic research. verify.

Academic Year: 2009-2011 . It is the data collected by me through observations. Secondary Data Sources of Data Primary Data Secondary Data Observations Unstructured Interviews Internet. Primary Data 2. magazines . articles. Primary Data : Also known as self-generated data. Secondary Data : It is the data collected or generated by others & used by me for the purpose of reference. questions to superiors & project guide. (Chart 4.. Broacher. It includes data from internet . And also information gained during the company induction program. 2. books .4.study material and Broachers… Project is the combination of use of primary and secondary data..5) 1. reports Books. SES-GOI-Faculty of Management. for collection of information I.. have adopted two ways 1.5 SOURCES OF DATA: During making this project.

Academic Year: 2009-2011 . eg. When population groups are separated and access to all is difficult.6)  As the topic of the project is theoretical than the practical.  Samples selected are few in numbers and chosen by the convenient sampling method. young drinkers) SES-GOI-Faculty of Management. There are specific sub-groups to investigate (eg. in the street). in many distant cities. When a stream of representative people are available (eg.  Types of sampling : Method Simple random sampling Stratified sampling (random within target groups) Systematic sampling (every nth person) Cluster sampling (all in limited groups) Purposive sampling (based on intent) Best when Whole population is available.6 Sampling procedure : (4. Hence scope of sampling was limited. demographic groupings).4. You are studying particular groups Expert sampling (seeking 'experts') You want expert opinion Snowball sampling (ask for recommendations) You seek similar subjects (eg.

to identify sub-groups or potential conflicts You are ethically and socially able to ask and seek similar subjects. Focus is needed in particular group. You cannot proactively seek out subjects. You are expert and there is no other choice. location. You are expert and there is no other choice. (Table 4.6) SES-GOI-Faculty of Management. You cannot proactively seek out subjects. Academic Year: 2009-2011 . Theoretical sampling (testing a theory) Convenience sampling (use who's available) Judgment sampling (guess a goodenough sample) Theories are emerging and focused sampling may help clarify these. eg. Selective sampling (gut feel) etc.Modal instance sampling (focus on 'typical' people) Diversity sampling (deliberately seeking variation) Snowball sampling (ask for recommendations) Convenience sampling (use who's available) Judgment sampling (guess a goodenough sample) When sought 'typical' opinion may get lost in a wider study. and when you are able to identify the 'typical' group You are specifically seeking differences. subject.

CHAPTER NO – 5 SES-GOI-Faculty of Management.One more sampling procedure is available which is used for this data formation is ‘Convenient Sampling’. Academic Year: 2009-2011 . Hence no specific Sampling and statetestical data analysis is done as the major factor was observation and supervisors instructions. This is based on unstructured interviews which are taken randomly according to the Convenience of both the parties.

Data Analysis While working with Tricom I have learned many practical things and process of H. Here i have tried to compare theoretical knowledge with actual practices. Academic Year: 2009-2011 . SES-GOI-Faculty of Management.R.

and selecting qualified people for a job at an organization or firm.1 Recruitment & Selection Process Recruitment refers to the process of attracting.1.5. screening.1. Recruitment process involves a systematic procedure from sourcing the candidates to arranging and conducting the interviews and requires many resources and time. Alec Rodger’s Seven-Point Plan SES-GOI-Faculty of Management. For some components of the recruitment process. (Chart 5. Academic Year: 2009-2011 . mid. Function of the human resource department and recruitment process is the first step towards creating the competitive strength and the recruitment strategic advantage for the organisations.and large-size organizations often retain professional recruiters or outsource some of the process to recruitment agencies.1) These several steps of recruitment process will help you in choose your own way of hire employees .

social..1) Physical make-up health. self. bearing and speech 2) Attainments: education. Floor level employees (i. physically active. 6) Disposition acceptability. 4) Special aptitudes: mechanical. appearance.reliance. Academic Year: 2009-2011 . such as ability to work unsocial hours. artistic. Ltd recruitment is done at 3 levels 1. experience.2) 5. dependability. constructional. 5) Interests intellectual. facility in use of words and figures.  Sources of recruitment : (Chart 5. 3) General intelligence: intellectual capacity. 7) Circumstances: any special demands of the job. etc. travel abroad. manual dexterity.1. steadiness.e. qualifications. influence over others.1.2 Tricom Strategies for Recruitment & Selection In Tricom Ind. practical.Operators) SES-GOI-Faculty of Management.

A. Process owner or H. takes an interview and fill the I.R. senior assistants) 3. If these reports are satisfactory Employee database & M.R. There are certain steps within the process and they are as follows:  Manpower requirement is raised by the process head by filling M.Team leaders. rechecks the requirement and approve it accordingly. In Second stage application screening is done and suitable candidates are asked to fill E.Q.& forward to the H.e. These I. department.. The last stage in process is closure of MRF and Employee Database being updated.A.F. H. Middle level employees(i. Candidates are searched and applications are invited by the H.R. Background Verification is very important stage before hiring an Employee.F. Academic Year: 2009-2011 .R.e.A. This is normally outsourced by verification agencies like CSM Accordingly joining formalities of the candidate are completed and he is put forward for job training purpose.R.2. suitable candidates are invited for the interview. higher authorities) But the recruitment procedure passes through same process.  Selected candidates are asked to submit the relevant documents later as per the documents submitted the Background verification of the selected employee is done. joining date is to be communicated to the employee.F. Senior level employees (i.R. if matches to standards then candidates are called for Offer letters are given to the employees and if employee accepts the offer..Managers.F. are to be updated.  Conclusion: SES-GOI-Faculty of Management.

 Suggestion : Interviews can be taken by H. This process is well organised hence easy to understand and follow. SES-GOI-Faculty of Management. and process head in same day so that closure time can be reduced. In some cases it may become lengthy as interviews are taken in 4rounds. Academic Year: 2009-2011 . Automotive database updating can be used instead of manual data base entering.Tricom recruitment strategies and process are very well organised and records are being kept for future use.R.

 Decreased need for supervision.  Development This activity focuses upon the activities that the organization employing the individual. SES-GOI-Faculty of Management.2 . the job that an individual currently holds. training and development is the field concerned with organizational activity aimed at bettering the performance of individuals and groups in organizational settings Training and development encompasses three main activities: training.  Increased efficiency resulting in financial gains. education. and is evaluated against those jobs.1 TRAINING AND DEVELOPMENT In the field of human resource management.  Benefits from training and developing. and evaluated against. and is almost impossible to evaluate. This is a mistake because ongoing training for current employees helps them adjust to rapidly changing job requirements.  Education This activity focuses upon the jobs that an individual may potentially hold in the future. Training often is considered for new employees only.5. or that the individual is part of.  Training This activity is both focused upon. and development. including:  Increased productivity. may partake in the future. Academic Year: 2009-2011 .  Reduced employee turnover.

Academic Year: 2009-2011 .  Enhancing the company's ability to adopt and use advances in technology because of a sufficiently knowledgeable staff. which enhances the company's competitive position and improves employee morale.(Chart 5. • The Training Process The model traces the steps necessary in the training process:  Organizational Objectives: The basic needs.  Ensuring adequate human resources for expansion into new programs. culture and values of the organization.1)  Purpose of Employee Training and Development Process Reasons for emphasizing the growth and development of personnel include  Creating a pool of readily available and adequate replacements for personnel who may leave or move up in the organization. effective and highly motivated team. SES-GOI-Faculty of Management.2.  Building a more efficient.

• On-the-job training is delivered to employees while they perform their regular jobs.i. SES-GOI-Faculty of Management. Equipment and Timing. Needs Assessment : Training needs can be assessed by analyzing three major human resource areas: the organization as a whole.  Administer Training : Having planned the training program properly. simulation. television conferences or discussions. the job characteristics and the needs of the individuals.e Location. programmed instruction and laboratory training. role playing. Employees should be evaluated by comparing their newly acquired skills with the skills defined by the goals of the training program. you must now administer the training to the selected employees.  Select the Trainees: Once you have decided what training is necessary and where it is needed.  Choose a Means of Evaluating: setting standards & means and mediums of evaluation and control.  Evaluate the Training: Training should be evaluated several times during the process. Academic Year: 2009-2011 . films. A well-conceived training program can help your firm succeed. case studies. • Off-the-job techniques include lectures. Any discrepancies should be noted and adjustments made to the training program to enable it to meet specified goals. special study.  Training Objectives: this is to find out the real and basic motive of the training. Accessibility.  Select the Training Methods and Mode : There are two broad types of training available to small businesses: on-the-job and off-the-job techniques. the next decision is who should be trained hence is important to carefully select who will be trained. Comfort. A program structured with the company's strategy and objectives in mind has a high probability of improving productivity and other goals that are set in the training mission. Facilities.

SES-GOI-Faculty of Management.2) According to this pattern the systematic Training can be arranged and evaluate easily.Bellow one more training process pattern is given : (Chart 5. Academic Year: 2009-2011 .2. As this process chart is more simple and easy to understand.

 H.R.  trainer.  If employees are not satisfied then H.2. Induction is usually given to new Employees it is the formal introduction of Employees To the company and it is the brief information given to the employee by HR dept at the time of Joining. the training given to Report of the training is transferred to management and MQR is being employees is unstructured and not well focused.  Employees are asked to fill TFF which is assessed by H. Or employees are asked to resolve it on the job through the guidelines of immediate supervisor.R. In Tricom India Limited Induction and Training Follows the Recruitment Process. Academic Year: 2009-2011 .If they are After second stage. try to know the area of problem and relevant action is taken to resolve the problem. Training is the process to give more scope and update employee skills and knowledge about the job. he is send to floor for further departmental job training taken by process head. This is generally taken by H.R. He is put forward for induction.2 Tricom Strategies For T & D. Training is provided by the operation dept but suggested and followed by HR dept.  Conclusion: According to the observation it is found that .R. Tricom Training and Induction Process are as follows:  After employee joins and formalities are completed. some time may rearrange training for particular problem area.department.  Suggestion : SES-GOI-Faculty of Management.  updated.5. At the end of this session training log is being filled by the satisfied with the training output analysis is done and MQR is being updated.

But that's easier said than done! The subject of motivation is not clearly understood and more often than not poorly practiced.3.1) • Motivation is the key to performance improvement SES-GOI-Faculty of Management. To do this the manager should be able to motivate employees. Training can be given by specialised personnel rather than team mate or immediate supervisor.3. To understand motivation one must understand human nature itself.1 Employee Motivation: Theory and practice The job of a manager in the workplace is to get things done through employees. More focused on training will help to develop skilled workforce and to increase the productivity. Academic Year: 2009-2011 . 5. (Chart5.More rigorous training can be given by specialised trainer to avoid errors.

experience and training and its improvement is a slow and long process.There is an old saying you can take a horse to the water but you cannot force it to drink.1 Motivational Approaches Workplace motivation can be defined as the influence that makes us do things to achieve organizational goals: this is a result of our individual needs being satisfied (or met) so that we are motivated to complete organizational tasks effectively. 5. it will drink only if it's thirsty . The development of an appropriate organizational reward system is probably one of the strongest motivational factors. This can influence both job satisfaction and employee motivation. The reward system influences motivation primarily through the perceived value of the rewards and their contingency on performance . an organization must be able to utilize different motivational tools to encourage their employees to put in the required effort and increase productivity for the company. motivated employees and their contributions are the necessary currency for an organization’s survival and success. As these needs vary from person to person. Academic Year: 2009-2011 .so with people.3. SES-GOI-Faculty of Management. thus: • Job performance =f(ability)(motivation) Ability in turn depends on education.In our changing workplace and competitive market environments. On the other hand motivation can be improved quickly. Motivational factors in an organizational context include working environment. appropriate organizational reward system and so on.1. Performance is considered to be a function of ability and motivation. But it can be observed only by the changed performance of people. Why do we need motivated employees? The answer is survival. job characteristics. The reward system affects job satisfaction by making the employee more comfortable and contented as a result of the rewards received. They will do what they want to do or otherwise motivated to do.

Gains are measured and distributions are made frequently through a predetermined formula. productivity or costs). workers voluntarily participate in management to accept responsibility for major reforms. This type of pay is based on factors directly under a worker’s control (i. 5.e. there is a gap between an individual’s actual state and some desired state and the manager tries to reduce this gap.3. In this paper.2 Gain-sharing Gain-sharing programs generally refer to incentive plans that involve employees in a common effort to improve organizational performance. Academic Year: 2009-2011 . an organizational reward system should be based on sound understanding of the motivation of people at work. Because this pay is only implemented when gains are achieved. In most cases. Essentially. I will be touching on the one of the more popular methods of reward systems.. SES-GOI-Faculty of Management. gain-sharing. though the mix in the final 'recipe' will vary from workplace situation to situation.To be effective.1. and are based on the concept that the resulting incremental economic gains are shared among employees and the company. gainsharing plans do not adversely affect company costs  Seven strategies for motivation • • • • • • • Positive reinforcement / high expectations Effective discipline and punishment Treating people fairly Satisfying employees needs Setting work related goals Restructuring jobs Base rewards on job performance These are the basic strategies.

3. Such as:  Rewards : Yearly reward system is being followed by the H. Due to less salary as compare to industry the average attrition rate is still 35-40%. Naturally. Through which Rewards are given to most sincere and regular employees. a means to reduce and manipulate this gap. It may or may not be monetary.  Bonus : Quarterly bonus are allotted with respect to employee regularity (attendance) and performance.To minimize this rate & to motivate employees Tricom follows certain motivational programs. department of Tricom. When both types of motivation are used together they make it achievable to fulfil your employee’s motivation level. These two are major method followed by Tricom to motivate their employees. Which are certainly not sufficient. Academic Year: 2009-2011 . most of the employees are floor level (salary <12.R. but it is important to recognise the two sides of motivation… • Attitude Motivation – Thinking and Feeling • Incentive Motivation – Providing a reward. The motivational system must be tailored to the situation and to the organization. Therefore as the employee carries out the whole task they are motivated at each stage.Motivation is. Motivating an employee is a daily task for managers.2 Tricom Strategies for Motivation According to Tricom work environment. 5. “Attitude Motivation” should be used during the task and “Incentive Motivation” applied towards the end. It is inducing others in a specific way towards goals specifically stated by the motivator.000) which are called as ‘Operators’. these goals as also the motivation system must conform to the corporate policy of the organization. in effect. SES-GOI-Faculty of Management.

Hence work pattern or area can be changed. Academic Year: 2009-2011 .   Trails : Best employees can be send to company paid trip and trails. Conclusion: Lack of proper motivational strategies.  Functions: annual functions or parties can be arranged for a change.  Job enlargement: To motivate employees their duties and area of job can be enlarge to give them a feel of responsibility. Participative management : Good employees can be asked to participate in decision making and planning.  Change in work: change can bring refreshness.  Suggestion :  Activities: Some time activities like games and participative functions can be arranged by the organization. SES-GOI-Faculty of Management.

Academic Year: 2009-2011 . cultural and material conditions of living of the workers. 3.4. 2. 5.1. To relieve workers from industrial fatigue and to improve intellectual. To provide better life and health to the worker 2.1. available to workers due to legal provisions and collective bargaining are added to the existing ones from time to time. creation of industrial harmony through infrastructure for health. 5.4. To make the workers happy and satisfied 3. services and amenities provided to Welfare measures are in addition to regular wages and other economic benefits Employee welfare schemes are flexible and ever-changing. Welfare helps in keeping the morale and motivation of the employees high so as to retain the employees for longer duration.2 The basic features of Employee welfare 1. accident and unemployment for the workers and their families. economic betterment and social status. industrial relations and insurance against disease. Employee welfare includes various facilities.4.1 Employee Welfare Welfare includes anything that is done for the comfort and improvement of employees and is provided over and above the wages. Employee welfare includes monitoring of working conditions. SES-GOI-Faculty of Management. efficiency. The welfare measures need not be in monetary terms only but in any kind/forms. New welfare measures workers for improving their health.5.1 Employee welfare has the following objectives 1. Welfare entails all those activities of employer which are directed towards providing the employees with certain facilities and services in addition to wages or salaries.

1. personality of the workers to make a better workforce.F. Academic Year: 2009-2011 . Welfare measures may be introduced by the employers. Workers take Employee welfare measures increase the productivity of organization and active interest in their jobs and work with a feeling of involvement and participation. The purpose of providing such facilities is to make their work life better and also to raise their standard of living. The very logic behind providing welfare schemes is to create efficient.) Pension Policies Insurance Personal insurance E.S. government. SES-GOI-Faculty of Management. Railway pass. 5. • promote healthy industrial relations thereby maintaining industrial peace.4. medical benefits.C Safety measures Facilities Transportation – Bus...4. and education and recreation healthy work environment • facilities for workers’ families help in raising their standards of living.3 Following are some welfare schemes:    • •   • Employee Provided Fund (P. 5. • Employers get stable workforce by providing welfare facilities. The important benefits of welfare measures can be summarized as follows: • They provide better physical and mental health to workers and thus promote a Facilities like housing schemes. healthy. This makes workers to pay more attention towards work and thus increases their productivity. loyal and satisfied workforce for the organization.I. employees The purpose of Employee welfare is to bring about the development of the whole or by any social or charitable agency.

And they are as follows: 5. Academic Year: 2009-2011 . Not all above but two of them are followed by this organization. Medical coverage.• •   Canteen – meal and tea Health care and entertainment area Saving schemes. But the money can be transferred as with account if an employee changes the job. both the employees and employer contribute to the fund at the rate of 12% of the basic wages.1 Employee provident fund EMPLOYEES' PROVIDENT FUND SCHEME 1952 Employees' Provident Fund Scheme takes care of following needs of the members: (i) Retirement (iv) Family obligation (vi) Financing of Insurance Polices As per amendment-dated 22. maternity and employment injury and to make provision for certain other matters in relation thereto.1997 in the Act.4. dearness allowance and retaining allowance. basic welfare is taken care.C. 5.2 Tricom Strategies for Employee Welfare In Tricom.I." (ii) Medical Care (v) Education of Children (iii) Housing SES-GOI-Faculty of Management.4. if any.9.2. payable to employees per month. 5. A person can withdraw money after age of 55years or at the real time of retirement. (Employee State Insurance Corporation) The Employees' State Insurance Act.2 E. 1948 "An Act to provide for certain benefits to employees in case of sickness.S.4.2.

2.The promulgation of Employees’ State Insurance Act. whereas. 2. temporary or permanent physical disablement. Academic Year: 2009-2011 . SES-GOI-Faculty of Management. they are provided social security benefits according to individual needs without distinction. 1948 envisaged an integrated need based social insurance scheme that would protect the interest of workers in contingencies such as sickness. The Act also guarantees reasonably good medical care to workers and their immediate dependants. maternity. death due to employment injury resulting in loss of wages or earning capacity.  Benefits The section 46 of the Act envisages following six social security benefits :(a) Medical Benefit (b) Sickness Benefit (SB) 1. Extended sickness Benefit(ESB) Enhanced Sickness Benefit (c) Maternity Benefit (MB) (d) Disablement Benefit 1. Temporary disablement benefit(TDB) Permanent disablement benefit(PDB) (e) Dependants’ Benefit (DB) (f) Funeral Expenses An interesting feature of the ESI Scheme is that the contributions are related to the paying capacity as a fixed percentage of the workers wages.

ii.. In addition.3 Health and safety measures : According to Tricom. Hence no Major safety norms and measures are require.2.  Canteen – meal and tea.2.4.R.4 Other facilities : Tricom also provide some other facilities which are under administration department but controlled by H.Cash Benefits are disbursed by the Corporation through its Local Offices LOs/ Mini Local Offices (MLOs)/Sub Local Offices SLOs)/pay offices. Primary medical first aid arrangements are kept ready which can be utilized if any accident occurs. 5. subject to certain contributory conditions.. iii. Rehabilitation allowance Vocational Rehabilitation Unemployment Allowance (Under Rajiv Gandhi Shramik Kalyan Yojana) 5.4. Majorly the work is on computer. Academic Year: 2009-2011 . Railway pass. and they are :  Transportation – Bus. This includes: i. the scheme also provides some other need based benefits to insured workers.  Conclusion : SES-GOI-Faculty of Management.

R.According to the frame work H.     Saving schemes. and recording information about the relative worth of an SES-GOI-Faculty of Management. and time) typically by the corresponding manager or supervisor. Medical coverage. A performance appraisal is a part of guiding and managing career development. employee appraisal. Family coverage. 5.5. Performance appraisals of Employees are necessary to understand each employee’s abilities. cost. competencies and relative merit and worth for the organization. There is always some difference between the quality and quantity of the same work on the same job being done by two different people. Maternity Benefit (MB) All above are some suggestions where tricom can develop their strategies to attain minimum risk and employee turnover. performance review. analyzing. or (career) development discussion is a method by which the job performance of an employee is evaluated (generally in terms of quality. Performance appraisal rates the employees in terms of their performance. it shows tricom is concern about their employees.  Suggestions : Some more facilities are need be to given to employees as to maintain healthy and stable workforce. But stil there is a scope of improvement. A performance appraisal. quantity. Academic Year: 2009-2011 .1 Performance Appraisal People differ in their abilities and their aptitudes. welfare practicese are moderate. It is the process of obtaining.

• Aims: Generally.  5. the aims of a performance appraisal are to:     Give employees feedback on performance Identify employee training needs Document criteria used to allocate organizational rewards Form a basis for personnel Provide the opportunity for organizational diagnosis and development Facilitate communication between employee and administration Validate selection techniques and human resource policies to meet To improve performance through counselling. disciplinary actions.employee to the organization. employees receive assessments from their manager.1 Methods A common approach to assessing performance is to use a numerical or scalar rating system whereby managers are asked to score an individual against a number of objectives/attributes. etc. decisions: salary increases. while also performing a self assessment.1. and customers. The most popular methods used in the performance appraisal process include the following:   Management by objectives 360-degree appraisal SES-GOI-Faculty of Management. In some companies. peers. Performance appraisal is an analysis of an employee's recent successes and failures. promotions. coaching and development. and suitability for promotion or further training. It is also the judgement of an employee's performance in a job based on considerations other than productivity alone. Academic Year: 2009-2011 . bonuses. subordinates. personal strengths and weaknesses.5.    federal Equal Employment Opportunity requirements. This is known as a 360-degree appraisal and forms good communication patterns.

after it does that it rates the employee against that and determines how well you do. instead of personality factors like the trait rating scale. motivation. Objectives and goal-setting procedures are when a manager determines how long it would take to do a job and then sees how long it takes you to do the same job. These scales are very time consuming and expensive to do.   Behavioral observation scale Behaviorally anchored rating scales Trait-based systems. 2. cooperation with other employees. does not motivate people. SES-GOI-Faculty of Management. meaning they learn to do something at a certain speed and never try to push themselves. 3. 4. Some of the bad things associated with the trait rating way is that this way assumes that the person doing the ranking can rank each trait objectively. 1. Academic Year: 2009-2011 . This scale uses a job analysis to determine what it takes to do the job. Peer Ranking is a method that usually involves the employer to rank the employees performance against other employees that are doing the same tasks. Behaviourally based scales and behaviourally anchored rating scales basically means that it rates performance factors. Someone has to know what it takes to do each job within the company. Tends to make work a little more non-enjoyable. and flexibility. Trait Rating is basically the manager will set up a numerical ranking and base all your traits on a scale. Some of these traits include attitude. and if the company is very large it will be hard for the manager to group all the employees together since they all will be doing different things. negative would be that are actually making the employees compete with each other in a negative way. It measures past performance and not present performance.

Superior’s appraisal 3.  360 degree appraisal has four integral components: 1. subordinates. Also known as internal customers. Self appraisal 2. also known as 'multi-rater feedback'. 360 degree respondents for an employee can be his/her peers. managers (i. SES-GOI-Faculty of Management.e. is the most comprehensive appraisal where the feedback about the employees’ performance comes from all the sources that come in contact with the employee on his job. leadership qualities etc. team members. Subordinate’s appraisal 4. Academic Year: 2009-2011 . superior). customers. Peer appraisal.5. 360 degree feedback. Subordinates appraisal gives a chance to judge the employee on the parameters like communication and motivating abilities. superior’s ability to delegate the work. co-operation and sensitivity towards others. the correct feedback given by peers can help to find employees’ abilities to work in a team. suppliers/ vendors .anyone who comes into contact with the employee and can provide valuable insights and information or feedbackregarding the "on-the-job" performance of the employee.

.. Performance appraisal can be done by 2 ways: Traditional method: Essay writing. Field review. checklist. This technique is being effectively used across the globe for performance appraisals.1.2   Performance appraisal is useful to : Determining transfers Deciding of future employment SES-GOI-Faculty of Management. Academic Year: 2009-2011 .  Modern Method : 360degree appraisal .1.5.1. (Chart 5.5. A 360 degree appraisal is generally found more suitable for the managers as it helps to assess their leadership and managing styles. MBO .1) 360 degree performance appraisal is also a powerful developmental tool because when conducted at regular intervals (say yearly) it helps to keep a track of the changes others’ perceptions about the employees. assessment centres. Infosys.2) 5. and Reliance Industries etc.(Chart 5. Some of the organizations following it are Wipro. graphical scale...5. Forced distribution.

Academic Year: 2009-2011 . avoided more often than held. They are annual discussions. have the subordinate identify the improvement areas instead of the boss. If the intent of the appraisal is learning.3 Performance appraisals are an instrument for social control. and discuss values.1. 5..2 TRICOM STRATEGIES for Performance Appraisal The process follows the particular steps: SES-GOI-Faculty of Management..5.5.    Determine training employees need Finding out skill and competency deficits Deciding who gets rewards Deciding promotions Criticism 5. None of this changes the basic transaction. have them on a regular basis. it is not going to happen when the context of the dialogue is evaluation and judgment. in which one adult identifies for another adult three improvement areas to work on over the next twelve months. call them development discussions. You can soften them all you want.

(Chart 5. Academic Year: 2009-2011 .  COMMUNICATING THE STANDARDS Once set.2)  ESTABLISHING PERFORMANCE STANDARDS The first step in the process of performance appraisal is the setting up of the standards which will be used to as the base to compare the actual performance of the employees. The employees should be informed and the standards should be clearly explained to the.5.  MEASURING THE ACTUAL PERFORMANCE The most difficult part of the process is measuring the actual performance of the SES-GOI-Faculty of Management.2. it is the responsibility of the management to communicate the standards to all the employees of the organization.

But the cyclic process is continuous. promotions. department Performance Appraisal in Tricom is done by traditional methodes.R. transfers etc This is the standard process which is followed . The focus of this discussion is on communication and listening. SES-GOI-Faculty of Management. This approch can help Tricom to know morw about employees performance. take the required corrective actions.  DECISION MAKING The last step of the process is to take decisions which can be taken either to improve the performance of the employees.  DISCUSSING RESULTS The result of the appraisal is communicated and discussed with the employees on one-to-one basis..Performance appraisal can be done by modern approch like 360 degree appraisal .e. i. demotions.It also helps in decission making. Academic Year: 2009-2011 .employees that is the work done by the employees during the specified period of time. Essay writing . Operator level appraisal is not done by H. Brief discription…  Suggetions : Tricom can follow certain metods to cope up with new techniques. MBO. It is a continuous process which involves monitoring the performance throughout the year.by Tricom as well. which sates :  Conclusion : Tricom majorly appraise seniour level staff performance and feedback is given to them. or the related HR decisions like rewards.

Make sure everyone involved knows exactly what the issue is. in large part.1) Here are some practical step-by-step tips for dealing with employee spats in the workplace: • Identify the problem. up to the person in charge. You can do a lot to ensure that your employees deal with disagreements in proactive. and understands what the key issues are.1 . and why they are arguing.1. Make sure everyone has an opportunity to express an opinion. Academic Year: 2009-2011 .6. Whether these disagreements become full-blown feuds or instead fuel creative problem solving is. (Chart 5. Talk it out until everyone agrees that there is a problem. productive ways by knowing when and how to intervene — and when to let things be.5. • Allow every person involved to clarify his or her perspectives and opinions about the problem. SES-GOI-Faculty of Management. there are bound to be occasions when individuals disagree and conflicts arise in the workplace. If necessary.1 Managing Conflict When people work together in groups.6.

5. five minutes per person). It might surprise Figure out what can realistically be done to achieve each individual’s goals. what’s the worst that can happen? • Find an area of compromise. and start from there. • for the work they do. To minimize the incidence of spats. • action is taken. responsibilities. they are less likely to jockey for position and start fights. and respond to them when you first notice them. and make sure each person sticks to the limit while stating his or her case. Teach everyone conflictRecognize and praise accomplishment. SES-GOI-Faculty of Management. If everyone to discover that their visions are not so far apart after all. and territories. get agreement on what people should do in cases of differing viewpoints. Academic Year: 2009-2011 . Have a process for resolving conflicts — bring up the subject at a meeting.1. how will this affect other projects and objectives? Will the end result be worth the time and energy spent? If the attempt fails. and Make sure everyone understands the company’s goals and expectations. • including what's expected of each individual. • Provide appropriate training for all employees. If employees feel valued and appreciated resolution skills.2) A little forethought can go a long way toward preventing conflicts among coworkers. and expect people to use them. from each party’s point of view. Be aware of triggers. • Identify the ideal end result. Be as clear as you can about job descriptions. It is your responsibility to make sure all participants feel safe and supported.1. Is there some part of the issue on which everyone agrees? If not. try to identify long-term goals that mean something to everyone.6.2 Solutions : (5/F.establish a time limit (say. here are some preventive measures you can take: • • • Bring issues out in the open before they become problems.

Generally speaking. improving policies. a more civil workplace environment means a better quality of life for employees. altering communications. We can develop more conflict resolving strategies to maintain healthy work life. Academic Year: 2009-2011 . Higher quality of life for your employees means higher-quality work. negotiation/mediation sessions. or other dispute-resolution processes.and domain-related disputes.  Suggestions: Improving organizational practices could help resolve conflicts.5. Additionally. reducing vagueness. procedures and rules. managers who successfully manage conflicts in their organizations will experience lower rates of complaints than managers who fail to do so. low. Informal resolution of complaints at any stage of the process also provides managers with a no-fault. including establishing super ordinate goals. movement of personnel. Conversely. informal resolution of complaints terminates further administrative processing and related costs. minimizing authority. re-apportioning existing resources or adding new.6. This may take the form of meetings. Incivility in the office carries a very high price in both human and financial terms. as high rate of productivity.  Conclusion : Conflict resolution strategies of Tricom are very limited and rigid.2 Tricom Strategies for Managing Conflict • Informal counselling: provides managers and supervisors with an effective means of addressing and managing conflict in the workplace.or no-cost means of restoring harmony and productivity to the organization. and changing reward systems SES-GOI-Faculty of Management.

Academic Year: 2009-2011 . if not handled in an efficient manner. An employee works for an employer and gets paid for his work and nothing else.7. An individual who provides services for compensation to an employer and whose duties are under the control of the employer. The relation of an employer and employee has a beginning. Beginning of the relation is called as recruitment process or talent SES-GOI-Faculty of Management. According to various definitions an employee can be defined as: 1.5. A worker who is hired to perform a job 2. An individual who provides labour to a company or another person 3.7.1. This process.1 Employee Separation (Resignation. Termination and Absconding) 5. Let’s understand the term employee.1 Introduction Employee Separation is one of the very important and crucial function / process of HR Department. can lead to various legal complications. they stay together for a while and then they separate.

Employee leaves his job and employment with his employer to pursue better opportunities. Apart from the above mentioned. the relation between employer and employee can also be terminated during the lay-offs (Financial or economic crisis). or any other legal intervention by the state or central government. 3) Absconding – When the employee decides to leave the organization without tendering his resignation or following the proper process of separation. the process of separation and the documents involved in it also differs.acquisition that passes through selection phase and followed by induction. a better position at a better compensation package in a branded company (or better known company) in a same city and country or in a different city or different country. So. acquisitions and take-over. And the final stage of the relation is the separation. during the process of mergers. Broadly speaking. career management. Staying together in the relation comprises the various phases such has performance management. professional growth.7. 2) Termination – Employer decides to break the contract of employment. 5.1. Academic Year: 2009-2011 . development and etc. an employee resigns for: 1) Better compensation and benefits 2) Higher position / level SES-GOI-Faculty of Management. Based on the type of employee that has been hired by the company.2 Types of Separation  Resignation – This is the most common way of separation. in normal scenarios the separation between employer and employee can be due to any of the following three (this will be discussed in detail in subsequent paragraphs): 1) Resignation – Employee decides to leave the organization. if local or an expatriate or a national of other country or if an employee is hired through outsourcing agencies.

it becomes very important to understand his motives and intentions. In this. In termination. an employer uses his right to terminate the contract of an employment.3) Challenging role 4) To move from an unknown or lowly branded company to a highly branded and reputed company (Top 10 or 25 companies in the world etc) 5) For foreign or international assignments  Termination – Usually. on one fine day an employee decides not to go to work. 3) If there is a work-pressure and stress and the individual is not able to cope-up with it (as it happens in call-centres. He does not care to hand-over his stuff. unexpected and unprofessional way to terminate the contract of an employment. BPO and other high-stress industries). In case an employee decides to abscond (or run-away). Academic Year: 2009-2011 . 2) If the intentions of an individual is to commit a crime. There can be many reasons for an employer to terminate the contract of employment but some of the common reasons are: 1) Non-Performance 2) Indiscipline 3) Misconduct 4) Insubordination 5) Theft and etc  Absconding – This is one of the most unethical. 4) If the employee has committed any crime outside the office and after working hours (such as murder or getting involved in terrorist activities or theft or any other civil crime). Employees can abscond in either or all of the below mentioned circumstances / situations: 1) After stealing the confidential information or documents or database from the company. SES-GOI-Faculty of Management. this process is perceived negatively by employees.

such as. it is important for HR to schedule the first meeting with him.2.7. 5. when priorities are different. Do not make any commitment that you might not be able to fulfil. “we will give you a SES-GOI-Faculty of Management. try to address the same with the concerned person. Academic Year: 2009-2011 . explain to him the Performance Management System and Career Management System of the company. it is a personality issue.2 Tricom Strategies The Process of Separation Tricom-H.R. They feel that running away from the problem is as good as solving the problem. 6) If he has got some exceptionally good opportunity that requires him to join immediately and he feels that the process of separation in his company is a bit too complicated.1 Resignation Once an employee gives his resignation to the department head or the management. If possible. or some conflict with a team-member or some other human issue. They are cowards to take the problems head-on. show him his performance records. to understand the root cause of separation. have given guideline on the process of Separation and it is followed by the system. They are low in confidence. 2) If the reason for resignation is better opportunity or a higher position. 1) If the root cause is an issue with the reporting manager of an individual. Employees that abscond have different personalities.5) Then. Employee has asked for leave due to some urgency at his home (or might be he is trying to escape from his work responsibilities) and at the same time his team also needs him in the office and his leaves are not approved. 7) Lastly. He assumes few things and do not really try to face the challenge.7. 5. They are too weak to face the reality and challenges of life.

2. Once the resignation is accepted. projects and assignments to other member(s) in the team. You might be required to repeat this exercise after another couple of months. if more employees are leaving the organization for one specific reason then the management should address the matter but this should not be done for one specific employee. Academic Year: 2009-2011 . such as policies of the company. If there is nothing to complete and proper hand-over is done. branding and positioning of the company. it is important to relieve them as soon as possible rather than them coming to the office and wasting the time of people who are dedicated to their work and resources of the company. Hence.promotion in this appraisal” or “will send you overseas for an assignment” and etc. explain to him the grading system and compensation package of your company and also share with him the minimum possible increase that he might get in his next appraisal but do not give any hike immediately. issue the “letter of acceptance of resignation” to the concerned employee and inform the IT. It is a proven fact that once an employee decides to leave the organization and gives his resignation. benefits. he has in hand. Payroll and Finance Department. are beyond the preview and scope of this discussion with HR However. 1. they show less commitment. 3. the department head needs to plan the process of handover of duties. sincerity and dedication in their work. employee as soon as possible. Any other reason of resignation. Do not assign any new project or assignment to this employee. then relieve the Let the departing employee complete all the tasks and assignments SES-GOI-Faculty of Management. working hours and etc. 3) If an employee has given his resignation because he is getting a better compensation package. Responsibility of the Department Head: Now.

2. He should not be allowed to copy or edit or delete any file from his system. the company should take care that the proper procedure is followed. should instruct the IT department to keep track on all the outgoing emails from the system of separating employee. the required documents must include: a. Evaluation criteria d. care must be taken to document all the incidents that have led to the termination of an employee. Academic Year: 2009-2011 . Responsibility of the HR Department: HR.  In case of non-performance. Actual performance SES-GOI-Faculty of Management. on the date of acceptance of resignation letter. On his last day. All IT permissions and rights should be withdrawn from that employee and he should not be allowed to send any email to any other email ID except the office email ID’s. Tasks given b. HR should calculate all the amount payable to that employee and the payment should be made on the last working day of the employee(FFS).7. HR should ask the concerned employee to obtain no-due letter from all the concerned departments. Warnings (oral and written) were issued to the employee and the whole incident is properly documented. the company should also give him the relieving letter. Hence. Expected performance level c. 5.2 Termination Termination can be challenged in the court of law. In case of disciplinary action.

2. As per the employment laws in various countries. ID Cards. Based on the severity of the case.3 Absconding Employee This is one of the most complicated ways of separation. his computer. confiscate his workplace. drawer etc. files and etc. access cards. Academic Year: 2009-2011 . If there is no response from his side then strike-off his name from your payroll. he should not be. drawer. 5. Action required  Parties involved in the termination process include: 1) 2) 3) 4) The Reporting Manager The Department Head The HR and / or Any other senior member of the department Once the decision is taken to terminate the contract of employment.7. Take the help of Systems and Networking department to analyze SES-GOI-Faculty of Management. the company should seize all the belongings of that employee – such as computer. The entire amount due to him must be recovered. send him three official notices starting from the second day of his disappearance and send every subsequent notice after every three days. theft or misconduct.e. In case you are not able to get any information about the employee then assume that he has absconded. in case of non-performance he must be paid for the notice period but in case of any disciplinary action. Employee should be given the letter of termination clearly specifying the reasons of termination. On the first day of his disappearance. the company might decide to pay the employee for the notice period. For example. In case of local employee: If the employee did not come to the office and nor did he informed about his whereabouts. laptop. Shortfall f.

such as access cards.all the emails that has been sent from his computer and to whom. ID Cards. separation procedure followed by them is realy fair and easy to understand. House. Car etc. Conclusion: According to Tricom policies. Corporate Creditcard. But still some loop hole are ther in the system Suggestions: Tricom should maintain separation data base separately so that it could be easily traced out and refer in future Tricom should use automotive updation system rather than manual updation of data and records. Academic Year: 2009-2011 . Laptop.   SES-GOI-Faculty of Management. as applicable. Stop his salary immediately. Seek legal help to recover your costs and /or any other items or products that has been issued to him.

performance appraisal and job evaluation. trade unionism.1. and disputes and their resolution. industrial relations. HR audit is very much useful to achieve the organizational goal and also is a vital tool which helps to assess the effectiveness of HR functions of an organization.1 Definition: HR Audit means the systematic verification of job analysis and design. training and development. communication.1 HR Audit 5. employee and executive remuneration.1.8.8.5. orientation and placement.2 Scope of Audit SES-GOI-Faculty of Management. motivation and morale. participative management. 5. safety and health. Academic Year: 2009-2011 .8. welfare and social security. recruitment and selection.

8. IRs.1. Audit of the HR climate on employee motivation. These are:  It helps to find out the proper contribution of the HR department towards Development of the professional image of the HR department of the Reduce the HR cost. the organization. Smooth adoption of the changing mindset.  organization. morale and job legal provisions. Systematic job analysis. So it is very much broad in nature. Provides timely legal requirement. procedures and Audit of corporate strategy regarding HR planning. staffing. It covers the following HR areas:   Audit of all the HR function.Generally. Sound Performance Appraisal Systems.1.8. Academic Year: 2009-2011 . Motivation of the HR personnel.        5.  satisfaction.3 Benefits of HR Audit It provides the various benefits to the organization. Audit of managerial compliance of personnel policies.  remuneration and other HR activities. 5. no one can measure the attitude of human being and also their problems are not confined to the HR department alone.4 Approaches to HR Audit: There are five approaches for the purpose of evaluation of HR in any organization: SES-GOI-Faculty of Management. Find out the problems and solve them smoothly.

Hence Tricom should also start HR.  Suggetions : Audits are usually conducted to evaluate the actual performance and system process. Process are satisfactory but Audit is required to evaluate them. The clean report indicates the appreciative of the department's function. Hence HR. Audits brings accuracy and discipline I the system. Audits are done by ISO teams which are usually outsorced.R. Academic Year: 2009-2011 . SES-GOI-Faculty of Management.8.2 Tricom strategies for HR Audit:  Conclusion Though Tricom have acchived ISO 9001 and ISO 27001 standard certificates but there are no audits conducted internally to check system. HR Audit is very much helpful to face the challenges and to increase the potentiality of the HR personnel in the organization.Audit is suggested. Hence Though Tricom H. which may be clean or qualified. 5.     Comparative approach Outside authority Statistical Compliance approach and Management By Objectives(MBO) The auditors always prepare and submit an audit report to authority of the organization.Audit to evaluate the system and to find gap between standard and actual performance. but the latter one represents the gaps in performance and therefore contains remarks and remedial measures.

whereas technology is more standard and replicable. Academic Year: 2009-2011 . This frequently occurs as an unobtrusive and rote mechanical process that relies on minimal input from individuals beyond their task performance. as these contribute uniquely to the way organisations manage and develop their members.R. technology may facilitate measuring an individual’s performance via computer monitoring activities. Increase in productivity The use of technology in performance management has the potential to increase productivity and enhance competitiveness. In this instance. the contrast between “content” concerns and “process” concerns confronting HRM are intriguing issues to explore. Working in a call centre or performing data entry are examples. Jobs that incorporate this type of appraisal technology are frequently scripted or repetitious and involve little personal judgment or discretion.1. SES-GOI-Faculty of Management. In short.9. First. the very act of performing a job simultaneously becomes the measure of how well a jobholder accomplishes it.2 Technology as content Technology may contribute to performance management and thus to appraisal satisfaction in two primary ways. Management In view of the fact that HRM centres on an organisation’s unique human and “inimitable” component.1. 5.5.9. Keystrokes. incorporating technology into HRM introduces some interesting and relevant concerns for practitioners.1 Use Of Technology In H.

Exa-mples here include multi-rater appraisals that supervisors or team members generate online. as well as day-to-day management. sales. giving the company the maximum amount of time to make decisions and implement required changes to put your business back on the right track. A good control system would ensure the SES-GOI-Faculty of Management. We will address the second application of technology to performance management in the next section of this chapter. an EIS will aid in spotting significant variations from "normal" trends almost as soon as it develops. 5. compare today's data with historical patterns. as well as off-the-shelf appraisal software packages that actually construct an evaluation for a manager. high discretion. With an EIS in place. This would enable EIS to be a useful tool in an organization’s strategic planning.time on task. or numbers of calls made are recorded and at once become both job content and appraisal content.9. Academic Year: 2009-2011 . and open-ended tasks for which real-time performance monitoring is not an option. and receivables. it is critical to consider these aspects of technology use in performance management within a framework of appraisal satisfaction.3 Some technologies are as follows  Executive Information Systems Executive Information System (EIS) is the most common term used for the unified collections of computer hardware and software that track the essential data of a business' daily performance and present it to managers as an aid to their planning and decision-making. This particular technological approach occurs more often in the context of jobs that involve personal judgement.  Managing EIS As information is the basis of decision-making in an organization.1. A second approach to technology and performance management changes the emphasis so that technology becomes a tool to facilitate the process of writing reviews or generating performance feedback. there lies a great need for effective managerial control. a company can track inventory. Again. In addition.

HR Technology or also called HR modules. Human Resource Information System (HRIS). In addition. resilient. 2003). Successful organizations are becoming more adaptable. The role of the HR manager must parallel the needs of the changing organization. a HR manager must first find out exactly what information decision-makers would like to have available in the field of human resource management. organizing. refers to the systems and processes at the intersection between human resource management (HRM) and information technology. and then to include it in the EIS. Within this environment. On the whole. EHRMS). or simply "Payroll". the HR professional must learn how to manage effectively through planning. and customer-centered. leading and controlling the human resource and be knowledgeable of emerging trends in training and employee development. the manager must ensure that the use of information technology has to be brought into alignment with strategic business goals (Laudon. When managing an Executive Information System. It merges HRM as a discipline and in particular its basic HR activities and processes with the information technology field. K and Laudon. these ERP systems have their origin on software that integrates information from different SES-GOI-Faculty of Management. This is because having people simply use an EIS that lacks critical information is of no value-add to the organization.  Human resource management system A Human Resource Management System (HRMS. J. Academic Year: 2009-2011 .communication of the right information at the right time and relayed to the right people to take prompt actions. whereas the programming of data processing systems evolved into standardized routines and packages of enterprise resource planning (ERP) software. quick to change directions.

evaluation. The HR function consists of tracking existing employee data which traditionally includes personal histories. Application Service Provider. The linkage of its financial and human resource modules through one database is the most important distinction to the individually and proprietary developed predecessors. many HR automation processes were relegated to mainframe computers that could handle large amounts of data transactions. capabilities. Organizations may have formalized selection. To reduce the manual workload of these administrative activities. accomplishments and salary. these internally-developed HRMS were unlimited to organizations that possessed a large amount of capital. skills. which makes this software application both rigid and flexible. The advent of client–server. and payroll processes. and Software as a Service or SaaS Human Resource Management Systems enabled increasingly higher administrative control of such systems. Efficient and effective management of "Human Capital" has progressed to an increasingly imperative and complex process. Currently Human Resource Management Systems encompass: SES-GOI-Faculty of Management. Academic Year: 2009-2011 .  Purpose The function of Human Resources departments is generally administrative and not common to all organizations.applications into one universal database. HR executives rely on internal or external IT professionals to develop and maintain an integrated HRMS. In consequence of the low capital investment necessary to buy or program proprietary software. organizations began to electronically automate many of these processes by introducing specialized Human Resource Management Systems. Before the client– server architecture evolved in the late 1980s.

training and development. The HR management module is a component covering many other HR aspects from application to retirement. The benefits administration module provides a system for organizations to administer and track employee participation in benefits programs. Leading edge systems provide the ability to "read" applications and enter relevant data to applicable database fields. The most advanced modules provide broad flexibility in data collection methods. notify employers and provide position management and position control not in use. Payroll Work Time Benefits Administration HR management Information system Recruiting Training/Learning Management System Performance Record Employee Self-Service The payroll module automates the pay process by gathering data on employee time and attendance. Cost analysis and efficiency metrics are the primary functions. and generating periodic pay cheques and employee tax reports. 8. 3. The system records basic demographic and address data.1. selection. Academic Year: 2009-2011 . Human resource SES-GOI-Faculty of Management. Data is generally fed from the human resources and time keeping modules to calculate automatic deposit and manual cheque writing capabilities. capabilities and skills management. compensation. 4. calculating various deductions and taxes. The work time gathers standardized time and work related efforts. This module can encompass all employee-related transactions as well as integrate with existing financial management systems. 2. profit sharing and retirement. 6. 7. 5. These typically encompass insurance. labor distribution capabilities and data analysis features was outdated. compensation planning records and other related activities.

The significant cost incurred in maintaining an organized recruitment effort. with delegates and training resources being mapped and SES-GOI-Faculty of Management. qualifications and skills of the employees. Pursue Talent Management. as well as outlining what training courses. Identifying potential applicants. or 'ATS'. compensation and development of the employees of an organization. Recruiting through company-facing listings. placement. Initially. Online recruiting has become one of the primary methods employed by HR departments to garner potential candidates for available positions within an organization. The training module provides a system for organizations to administer and track employee training and development efforts. businesses used computer based information systems to:    Produce pay checks and payroll reports. Recruiting through online recruiting sites or publications that market to both recruiters and applicants. normally called a Learning Management System if a standalone product. web based learning or materials are available to develop which skills. Talent Management systems typically encompass:     Analyzing personnel usage within an organization. cross-posting within and across general or industry-specific job boards and maintaining a competitive exposure of availabilities has given rise to the development of a dedicated Applicant Tracking System. allows HR to track education. The system. Maintain personnel records. CDs. evaluation. module. Courses can then be offered in date specific sessions. books.management function involves the recruitment. Academic Year: 2009-2011 .

job placement. employee benefit analysis. Many organizations have gone beyond the traditional functions and developed human resource management information systems. The Employee Self-Service module allows employees to query HR related data and perform some HR transactions over the system. hiring. and HRMS. selection. HRIS . Academic Year: 2009-2011 . The module also lets supervisors approve O. These technologies are useful for data recordings and update new information in the system These modules are usefull in activities of Pay roll and many others.  Suggestions: Tricom can also use ERP System for accuracy and large capacity of data storing and processing.managed within the same system.  Conclusion : Tricom is using HR-MIS . Sophisticated LMS allow managers to approve training. Employees may query their attendance record from the system without asking the information from HR personnel. safety and security. which support recruitment. requests from their subordinates through the system without overloading the task on HR department. budgets and calendars alongside performance management and appraisal metrics.HR are very advance and useful. ESS.T. health. performance appraisals. SES-GOI-Faculty of Management. ERP modules like SAP. Overall Technological back up of Tricom HR is satisfactory. while others integrate an outsourced Applicant Tracking System that encompasses a subset of the above.

Academic Year: 2009-2011 . The HRM challenges are 1. Managing the Vision: Vision of the organization provides the direction to business strategy and helps managers to evaluate management practices and make decisions. Internal environment: Creating an environment which is responsive to external changes. providing satisfaction to the employees and sustaining through culture and systems is a challenging task.1 Challenges In Human Resource Management  Introduction The HR Managers of today may find it difficult because of the rapidly changing business environment and therefore they should update their knowledge and skills by looking at the organization's need and objectives.5. Changing Industrial Relations: SES-GOI-Faculty of Management. 2. So vision management becomes the integral part of Man management in future. 3.10.

5. Employee Satisfaction: Managers should be aware of techniques to motivate their employees so that their higher level needs can be satisfied. 8. SES-GOI-Faculty of Management. 4. 7. technology and the people involved in carrying out the tasks. Computerized Information System: This is revolutionary in managerial decision making and is having impact on coordination in the organization. Managing the large work force: Management of large workforce poses the biggest problem as the workers are conscious of their rights. Job Design & Organizational structure: Instead of depending on foreign concepts we need to focus on understanding the job. Academic Year: 2009-2011 . Psycho-Social environment: Nowadays employees participation required not only in performing job but also in democratizing and humanizing the institution. Modern technology: There will be an unemployment due to modern technology and this could be corrected by assessing manpower needs and finding alternate employment. Building Organizational capability: Even in the adverse circumstances the employees have to be made to live in psychological state of readiness to continually change.Both the workers and managers has to be managed by the same HRM Philosophy and this is a daunting task for the managers. 10. 6. 9.

The Challenges of Workplace Diversity The future success of any organizations relies on the ability to manage a diverse body of talent that can bring innovative ideas. 5. With the mixture of talents of diverse cultural backgrounds. ages and lifestyles.2 Tricom Strategies for HRM According to observation it is found that tricom is also facing large number of problems and they are:  High rate of attrition (35 -45%)  Lack of skilled employees at operators levels. a HR manager needs to be mindful and may employ a ‘Think Global. genders. ethical and cultural backgrounds. This is especially true for multinational companies (MNCs) who have operations on a global scale and employ people of different countries.  Employee strength is very less compare to total work force. Thus. Managing Human Relations: As the workforce comprises of both educated and uneducated. The challenge and problems faced of workplace diversity can be turned into a strategic organizational asset if an organization is able to capitalize on this melting pot of diverse talents.11. Act Local’ approach in most circumstances. 13. SES-GOI-Faculty of Management. especially in the global arena. perspectives and views to their work. Legal environment: To meet the changes in legal environment. adjustments have to be made to the maximum utilization of human resources. Academic Year: 2009-2011 .  Managing Conflict.10. managing the relations will be of great challenge. 12. an organization can respond to business opportunities more rapidly and creatively.

 Maintaining healthy work environment. can arrange monthly meetings to know the problems of workforce • Stress management and other complimentary training can be given to employees.R. • Regulatory norms can be followed.  Suggestions : • H.R. Academic Year: 2009-2011 . • H. should study the root cause and depth of the problem. CHAPTER NO – 6 Findings & SES-GOI-Faculty of Management.

35-45% due to less and irregular salary Recruitment & joining formalities is the major work done by Tricom H.1 Findings During 2months of summer internship in Tricom – H.R. Attrition rate is very high i. practices in Indian BPO and KPO sector. Findings are as follows:  BPO & KPO is rapid growing sectors hence requirements of people for the job is also very high. Academic Year: 2009-2011 . SES-GOI-Faculty of Management.  team   Training & Develoup Activities in Tricom are very limited & regid.e.R . deep knowledge is gained about the actual H.R. structure.  Motivational activities are present but at limited grounds.Conclusions 6.

Hence BPO & KPO came in to market.2 Conclusion BPO & KPO Industries in India are expanding very rapidly.  resolved. SES-GOI-Faculty of Management. Challenges in front of Tricom H. Over all working environment in H. as the work life span of employee is less.R.R. are also realistic and need to be 6. Hence BPO & KPO Industry H. Tricom allows flexible work timings.R.Hence Recruitment is the major and basic activity in BPO & KPO industry segment. Academic Year: 2009-2011 . Work life is healthy but not stable.   Employee turnover rate is very high due to availability of options. transportation are fairly nice. Employee welfare strategies are organized in Tricom. In this race Companies starts Outsourcing some of the Business activities. Due to globalization organizations are trying to give and deliver their best. is more focused about Recruitment than other activities . As rete of Outsourcing is increasing BPO & KPO are also expanding.dept as well as other departments is    healthy.  Performance activities and strategies are organized but only used for higher level employees. This expansion leads to requirement of more and more employees. Other facilities like canteen.

But the overall work life of an employee in Tricom is less.R.R.R. Practices are gathered around Recruitment.R. Tricom employees are getting facilities like transportation. Human Resource is dealing with humans Hence H. canteen. need to pay attention on other factors as well. Motivation.R. As per my knowledge and observation it is found that In Tricom & rather in overall BPO & KPO industry H. But if we want to hold them for more time H.R. Even in tricom Attrition rate is almost 35-45%. In BPO & KPO is not satisfactory.Due to high rate of separation. Hence it is very required to pay attention on other area of H. Due to slow growth employee leave the job.R. and Conflict management…are getting less attention. we found that due to Several reasons employee turnover rate is very high in BPO & KPO sectors. High and target oriented recruitment is given focused by the H. Certain activities are need to be focused to develop most suitable H. recruitment is also done in large scale. It happens in a cyclic way. Hence other functions like Training. There is huge scope of development. In BPO & KPO it is found that attrition and employee turnover rate is very high hence organizations are not willing to invest money on employees. Hence it should be stop somewhere. Yet lot More to go. strategy for BPO & KPO : SES-GOI-Faculty of Management. Academic Year: 2009-2011 .With reference to the experience gained in 2 months internship. Overall H. Manager should be capable enough to handle the problems and challenges .

SES-GOI-Faculty of Management. Fair Recruitment Planning  Proper salary structure  Fair and transparent strategy of Performance Appraisal  Proper Motivational activities need to be planned. of BPO & KPO can be improved.  Conflict minimizing strategies need to be planned. H. Academic Year: 2009-2011 . Following above suggestions .R.

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