Human Resource Management 

Assignment - HRM policy case study  

Gokul Krishna 
IVth SEM, BBA.LLB(Hons.)  
Sls, cusat 
 
 
 
 

 
Table of contents 

Content   Pg. no. 

Introduction   2 

Recruitment policy  3 

Selection process  4 

Training process  7 

Wage policies  9 

Appraisal methods  11 

Conclusion   13 

Reference   14 

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Swiggy - Introduction 

Swiggy​ is India's largest and most valuable ​online food ordering​ and delivery
platform. Founded in 2014, Swiggy is based out of ​Bengaluru​, India and, as of March
2019, was operating out of 100 Indian cities. In early 2019, Swiggy expanded into
general product deliveries, under the brand name Swiggy Stores.

In September 2019, Swiggy launched instant pick up and drop service Swiggy Go.
The service is used to pick up and drop off a diverse array of items, including laundry
and document or parcel deliveries to business clients and retail customers.

In 2013 two founders, Sriharsha Majety and Nandan Reddy, designed an

e-commerce​ website called "Bundl" to facilitate courier service and ship goods within
India. Bundl was quickly paused, and they moved into the food delivery market. At
the time, the food delivery sector was in turmoil as several notable startups, such as
Foodpanda​ (later acquired by ​Ola Cabs​), TinyOwl (later acquired by ​Zomato​) and
Ola Cafe (later closed) were struggling.​ ​Majety and Reddy approached Rahul
Jaimini, formerly with ​Myntra​, and founded Swiggy and parent holding company
Bundl Technologies in 2014.The company built out a dedicated delivery network and
grew rapidly, primarily driven by the focus on logistics and locking in key resources. 

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Partnerships  

Swiggy has partnered with ​Burger King​ for providing delivery services.​ ​It has also
partnered with ​Google Local Guide​ to facilitate customer reviews, and with ​Sodexo​ to
enable customers to pay through meal cards. Swiggy has partnered with Indifi Technologies
to facilitate a financing program for partner restaurants. 

Recruitment policy 

Being a food courier service provider the most important and largest 
recruitment process for Swiggy is for the selection of delivery executives. Even though, 
there are ‘n’ number of other careers available with Swiggy, being a pvt.ltd company, 
high emphasis is to be given to the selection of delivery executives as they are constantly 
interacting with the customers directly and thereby plays a vital role in establishing the 
goodwill and credibility of the firm.  

The selection of delivery executives is hence very important and has to be 
carefully done as they act as the direct representatives of the company. Both 
communication and behavioral characteristics of the delivery executive is to be taken 
into consideration while recruiting them.  
 

Successful businesses are not built on just immaculate marketing strategies but on a 

strong value system. Deciding on the values that form the foundation of the 

organisational culture, aligned with the business agenda and embedding these 

values across levels in the organisation isn’t an easy task to accomplish. It takes a 

dedicated top-down approach and constant reinforcement for the values to set in 

well. And here is a company that has got it right, not just in terms of having the right 

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values in place but also ensuring that they cascade down well. 

Swiggy’s core values form the basis of how the food ordering and delivery platform 
built on its culture, brand, behaviour and beliefs. Here are the eight core values: 

• Consumer Comes first 

• Strive for Excellence 

• Be Humble 

• Stand-up, Disagree and Commit 

• Always be Curious, Always be Learning 

• Exhibit bias for Action 

• Be honest, display highest levels of integrity 

• Act like an owner 

Talking about how it all began, Girish Menon, head-HR, Swiggy, says, “The journey 
towards crystallising our core values wasn’t an easy one. As we began to scale at a 
rapid pace, it was imperative for us to re-align and establish values that shape and 
influence people’s attitudes and behaviours towards our consumers, partners and 
one another.” Having followed certain guiding principles since its inception, Swiggy 
now wished to look at values that would not only inspire people but also be deeply 
ingrained in all of their actions, serving as the cultural cornerstones. 

Selection process 

​ If you join Swiggy as the Delivery Executive then you are not a Swiggy employee 
but Swiggy’s Partner. It means that you are your own boss and you can work 
according to your flexibility.  

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 1. Flexibility of work and time 

Join Swiggy as: 

● Swiggy Full Time Job 

● Swiggy Part-Time Job 

● Swiggy Temporary Job 

It also provides the preference for location of work and the freedom to choose the 
shift as well. There is a choice to choose between Day and Night shift as well. 

2. Minimum income guarantee. Earn as much as you can. 

Swiggy has one of the best payouts in the industry when it comes to Delivery 
Partners (DP) because of 3 major reasons: 

● Weekly Payout: The salary is given on a weekly basis. 

● Effort Based Payout: It means ‘​earn as much as you can. 

● Minimum per day income guaranteed.  

3. No qualification asked 

The best part about this job is that anyone can join it. There is no qualification 
required to become a Delivery Partner with Swiggy. All you need is to be able to read 
basic English. 

4. Immediate Joining 

The joining process of Swiggy for DE is very simple and takes only 5-6 hours. One can 
simply visit the Swiggy Recruitment Centre with required documents, join it and start 
working from the next day. There is no interview process. They just verify the 
required documents and explain the job responsibilities, salary structure and give 
app training.  

If someone is looking for an immediate job then this is their answer.  

5. Growth & Promotion opportunities 

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There is a misconception among people that there is no growth opportunity when it 
comes to a Swiggy Delivery. Swiggy provides different growth opportunities to 
partners. If someone works with them for over a year then they are given two 
growth options:  

● Field Recruiter: They organize offline recruitment drives for DE. 

● DE Coach: They clear doubts/questions of the DE during the recruitment 

process in the center.  

Necessary things and Documents required: 

1. A Bike with RC ( From any state and under anyone’s registration) 

2. A valid Driving License  

3. PAN Card 

4. One Identity Proof (AADHAR/Voter ID) 

5. Bank Statement and Passbook. If you do not have a bank account then 
Swiggy will help you open an account.  

6. Recent Passport size Photograph 

Joining swiggy 

Step 1: Go to​ www.ride.swiggy.com​ and provide 4 details only: Your name, mobile 
number, city and Type of vehicle (Bike/Bicycle) 

Step 2: You will get a call from Swiggy regarding the joining process. They will tell the 

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location of the nearest swiggy recruitment center and about the required documents.  

Step 3: Visit the center and submit your documents. Check your documents 
thoroughly to avoid any problem with the verification. 

Step 4: Attend the training session by DE coach. 

Step 5: Pay security deposit of Rs. 600 and collect your Swiggy bag and T-shirt 

Step 6: Work as Swiggy Delivery Executive Partner from next day 

Swiggy Joining Process (Onboarding Process) 

The Swiggy Delivery Boy (Delivery PArtner) is a very simple process. It is done 
through its various recruitment center across the country. After reaching the 
recruitment center,  

● Firstly, the candidates have to submit the required documents for 

verification.  

● After the submission of documents, a form is given to the candidate and 

some details are asked to fill like Job location Preference, Address etc…  

● The next step of the process is the training which is a 45 minutes Swiggy 
app training session to train the DE about using the app.  

● After this, they have to pay a security deposit of Rs. 600 at the center itself. 
This deposit for getting the delivery pack which includes a Swiggy T-shirt 
and a delivery bag. 

● Lastly, communication skills are checked. In this, the basic English reading 
and Hindi speaking is checked. It is a very simple process. After this, a 
person becomes a Swiggy Delivery Partner.  

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Training process 

​ ​These food delivery startups are exploring a bunch of avenues to hire delivery 
executives, which include using the services of hiring and skilling agencies, 
advertising in local newspapers, referrals, and offline hoardings. And, with rising 
complaints from customers, all these companies are broadly following the same set 
of parameters for onboarding their delivery fleet. 

These include training delivery partners on technology, 

behavioural skills, personality development, guidelines for safe riding, skill 
development through customized simulation and case studies. 

“We check all identification documents and police verifications. The process 
currently takes around seven days, but we are working towards hiring in less than 48 
hours,” swiggy said in a statement. 

There are nearly 2,20,000 food delivery executives across platforms, with each 
earning Rs. 22,000-25,000 monthly on average, according to staffing firm Teamlease. 
As the sector is nascent, the attrition rate too is high, at around 60%, adds Teamlease. 

“Every city has a mix of partners, both local and from other towns. However, most of 
our partners belong to the cities itself,” Swiggy said in an emailed statement. 

Over the last year, Swiggy has aggressively expanded into smaller towns and cities, 
although they say it faces challenges in scouting for delivery executives in these 
cities. Swiggy now covers more than 100. 

The only criteria these companies consider at the time of onboarding a delivery 
executive is basic proficiency in English, fluency in the local language, and ability to 
ride a two-wheeler, say staffing companies. These processes are fairly new and are 
getting revised periodically, says Rohan Aggarwal, an analyst at Redseer consultancy. 

“Even large operators only provide basic soft skills training, which includes 
minimum etiquette, problem handling and how to approach customers,” said 
Rituparna Chakraborty, founder of Teamlease. 

Handling customers is the tricky part for most. A quick look at social media sites 
Twitter and Facebook indicate that customers escalate several issues, starting from 

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missing items, late delivery, wrong products or no arrival of orders. And, in most of 
these cases, the person held accountable is the delivery executive or the restaurant. 

For instance, on Swiggy’s social media handle, one customer had this to say: “Three 
delivery persons have been assigned for my order till now, one got his bike 
punctured, second didn't confirm on his app, third one vanished away, what is 
happening?” 

Last month, the Mumbai traffic police summoned delivery executives to address the 
issue of rash and negligent driving, parking in no-parking zones, helmetless driving, 
driving on footpaths and jumping traffic signals. The move came after several media 
outlets reported the rising number of accidents or deaths pertaining to food delivery 
executives.Although they do undergo training and sensitization to the app, delivery 
executives say companies including Zomato, UberEats and Swiggy are more focused 
on enhancing customer experience, which may not be in their best interests, 
especially during peak hours. 

“Their philosophy is ‘customer is never wrong’,” said a Swiggy delivery boy, adding 
that since monetary incentives are aligned to the number of deliveries it makes 
delivery executives rush, breaking traffic rules in the process. 

Wage policies 

​ Swiggy gives everybody the choice to join in different ways: 

S.No.  Type of DE  Number of Days  Number of Hours  Break 

1.  Full-Time  6 Days a week  10 Hours ( 9 hours shift)   1 Hour  

Delivery 
Executive 

2.  Part-Time  6 Days a week  5 hours shift   30 

Delivery  Minute
Executive  s 

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 3.  Temporary  3 Days a week  5 Hours for 3 days  30 
Delivery  (Friday, Saturday,  (Friday, Saturday &  Minute
Executive  Sunday)  Sunday)  s 

Swiggy Job Timings 

Here are job timings for full time and part time swiggy delivery executives 

S.No.  Type of DE  Shift Timings 

1.   Swiggy Full-Time Job Timings  8 AM – 6PM 

12PM – 11PM 

2.  Swiggy Part Time Job Timings  12PM – 5PM 

5:30PM – 10:30 PM 

7PM – 12AM 

Swiggy Salary Details – Swiggy salary structure for delivery boy 

Swiggy Delivery boy salary is different for which each segment. Here is a table of 
Swiggy salary structure for delivery boys according to full time, part time and 
temporary jobs.   

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 S.No.  Type of Partners  Monthly  Monthly 
(Minimum)  (Maximum) 

1.  Swiggy Full-Time Salary Structure  Rs. 12,000-20,000  Rs. 30,000-50,000 

2.  Swiggy Part-Time Salary Structure  Rs. 7,200-12,000  Rs. 15,000-25,000 

3.  Swiggy Temporary Partner Salary  Rs. 6,000-8,000  8,000-12,000 

Structure 

● It pays for per order to DE which ranges from Rs. 15 to Rs.90 per order. 

● It pays on the distance and time. It means the longer the distance more the 
payout.  

Appraisal methods 

1. It pays minimum wage to both Full-time and Part-time DE per day. Even 
if the DEs do not get orders, they will be paid a minimum amount per 
day provided that they are logged in into the App and are present in 
their designated area.  

Minimum Salary Per Day if there are no orders 

S.No.  Type of Role  Minimum Salary Per Day 

1.  Swiggy Full-Time Job Salary  Rs.500 

2.  Swiggy Part-Time Job Salary  Rs. 300 

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2. Incentives are given on completing minimum order targets. 

3. Accidental insurance of Rs. 1 lakh. 
4. Medical insurance for family of Rs. 5 lakh. 

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Conclusion  

From the information contained in the case study regarding the HRM Policies of 
Swiggy, it is evident that the measures taken by the organisation to fulfil maximum 
customer satisfaction by effectively selecting and training the delivery executives have 
created a drastic incline in the goodwill of the firm. 

  

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Reference 

● www.wikipedia.com 
● www.economictimes.com 
● https://www.joshtalks.com/ 
● https://www.hrkatha.com/ 
● https://qz.com/ 

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