CIA-1(A)

HUMAN RESOURCE MANAGEMENT

Submitted To – Prof Lakshmi Priya

05/08/2021
CIA-1(A)
Introduction
The automobile industry is one of the most important drivers of economic growth of India
and one with high participation in global value chains. The growth of this sector has been on
the back of strong government support which has helped it carve a unique path among the
manufacturing sectors of India. The automobiles produced in the country uniquely cater to
the demands of low- and middle-income groups of population which makes this sector stand
out among the other automobile-producing countries. Maruti Suzuki India Limited, formerly
known as Maruti Udyog Limited, is an Indian automotive manufacturer, based in New Delhi.
It was founded in 1981 and owned by the Government of India until 2003, when it was sold
to Suzuki Motor Corporation. Maruti Suzuki India Ltd (formerly Maruti Udyog Ltd) is
India's largest passenger car company, accounting for over 50% of the domestic car market.
The Japanese car major held 56.21% stake in Maruti Suzuki as on 31 December 2017. The
company is engaged in the business of manufacturing, purchase and sale of motor vehicles
and spare parts (automobiles).

Job Description – Operations Manager

Operations managers oversee the organizational activities of businesses, government agencies,

non-profit groups, and other organizations. From finance and IT to human resources and
accounts payable, they may provide operational leadership assistance. As well as supervising,
hiring and training personnel, operations managers also oversee quality assurance programmes,
develop process changes, and more in both large and small businesses alike. A corporation,

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agency, or organization's operations manager is ultimately accountable for maintaining and
improving the efficiency of the organization.

4 Main Responsibilities of an operations manager at Maruti Suzuki

BUSINESS HEALTH

 Monitor vehicle specialists and documentation are part of the delivery vehicle
preparation team.
 Motivate vehicle assistants and detailers to achieve their personal and team goals by
setting goals for them and actively coaching them.

 Support the control of expenses, such as staffing, supplies and services, by assisting with
budgeting.
 Improve customer experience by working with various departments, including the
Customer Experience Manager and the Service Department.

 Represent Maruti Suzuki in a professional and responsible manner while communicating

with those inside and outside of the company.

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  Assist your manager in tracking daily deliveries, creating reporting metrics, and actively
reviewing information.

 Improve the Maruti Suzuki delivery experience as much as possible.

 Local DMV standards and processes must be understood and applied with ease by the
candidate.
 When company circumstances require it, take on additional duties.
 Meet and exceed key performance indicators, and work with a partner to fulfil sales and
delivery targets, as well as P&L needs for location.
 Ability to lead sales floor during manager on duty periods; good collaboration with store
leadership.

CUSTOMER EXPERIENCE
 All staff must deliver the best possible experience in every interaction.
 Determine the number of people needed to prepare vehicles for customer appointments.
 Resolve any customer concerns about vehicle preparation and quality through proactive
mediation.
 Quickly and effectively handle escalations
 While supporting Maruti Suzuki‘s goal, empower and guide staff to make decisions that
are in the best interests of consumers.

EMPLOYEE ENGAGMENT
 All roles must be filled in a timely way.
 Ensure that all training is properly implemented, supported, and followed up.
 Evaluate each employee's performance on a regular basis and provide ongoing feedback
in order to achieve desired results.
 The business has to identify high-potential employees and develop a succession plan.
 Ensure that all Maruti Suzuki employees comply with the company's rules and
regulations.
 Resolution of people and safety issues, working with Human Resources and the
necessary teams.

BRAND STANDARDS
 The brand standard should be adhered to in terms of facility maintenance and showroom
appearance
 Constantly strive to cut retail expenses.
 Maruti Suzuki’s dress code and grooming guidelines must be followed by all workers.

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What skills are needed for operations management?
 Leadership.
 Policy, planning, and strategy are understood.
 Skills in policy development and implementation as well as policy review.
 Be able to supervise budgeting and reporting as well as plan and audit.
 Understanding of legal and regulatory documents that are necessary.
 Company-wide problem-solving skills.
 To be able to form alliances and collaborations with other groups.

Job Specification

In general, job specifications basically include the individual’s qualifications, personality traits
and skills required. When it comes to operations managers in the automotive firm, they need to
have a diverse set of skills so that they can be very effective in responding to the difficult
situations they will find themselves with in the future. To be successful in a company like
Maruti Suzuki, they must possess soft skills like Strong communication and great interpersonal
skills. They good motivational speakers and excellent negotiators. The automobile industry is
one that undergoes constant change due to frequent influx of new technology from time to time.
Flexibility and adaptability in a dynamic environment are a very important skill one must have
for this job position. In order to provide a good base for these soft skills, the operation managers
can train themselves with hard skills like human resource management, project management,
etc. They must a good experience in budgeting and forecasting.

An Operations manager is generally expected to achieve the objectives effectively and

efficiently. Apart from the skills, there are certain personality traits which an operations manager
must have. He must be very realistic in nature. Having good relations with the employees
working under him is a key trait here and he must understand that these workers are an
extremely important part of the organization and they add value to the car production and
process. The operations manager must
listen to the problems of the workers
must solve them immediately in order
get the work done on time. He/she
must also have the ability to lead and
work as a leader. Operations managers
must organize meetings with other
managers and discuss the problems and
make sure the operations are running
smoothly. Maintaining a very healthy
and good working environment is very
important. Anyone occupying this job

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position must also be able to manage the supply chain properly. They should have excellent
skills and knowledge in order to develop good strategies so that productivity is maximized,
operation costs minimized so that profits earned are huge. Although there is no rule that an
operations manager must have a particular qualification, this trend has been changing in recent
times. Professional qualifications relevant to the field of management is becoming a necessity.
Now, one must possess a bachelor’s or a master’s degree in business administration or any
similar subject as a minimum qualification in order to apply for the post of an operations
manager.

Appropriate Recruitment Strategies for Operations Manager.

1. Decide what the Job that you are recruiting for is.

The first step is actually to define the role. How does it fit in your organizational structure, who
will report to the role and what are the boundaries of the Operations Manager’s responsibilities?
Plan about your business plan and the improvements you foreseen in the next 1-2 years. Don’t
expect your Operations Manager to also be your Lean Coordinator, Project Manager, Production
Manager or Buyer. The Operations Manager is a key leader in your business who is primarily
responsible for the safe and efficient running.

2. Be Clear About the Kind of Person You Need.

Once you have defined the role, it becomes a lot easier to decide the kind of person who will
meet that role. Think about technical qualifications such as level of experience, academic
qualifications and industry expertise. Don’t over-emphasize industry experience. Therefore
asking for a minimum 5 years’ experience in hardware wholesaling might seem like a good idea.
It can also mean that you are recruiting from competitors, which can be problematic. An
experienced operations manager should be able to learn your industry and so it is better to keep
the net a bit wider at the start.

3. Consider What You Can Offer a Potential Candidate.

Why would a good Operations Manager want to join your firm? What do you have to offer?
This is not just about salary and benefits or career opportunities, but it might also be about the
work environment, your business’ culture or the unique challenges of the role or industry. One
of the key problems that companies have with new hires is that the reality of the role often does
not match the promises made in the recruitment process. However, an Operations role can offer
many challenges.

4. Use a Recruiter Who Actually Understands Operations.

You can manage the recruitment yourself, but in most cases a senior role, such as an Operations
Manager, will involve the use of a recruitment consultant. It pays to do some research and select
a recruiter who has a proven track record and understands the role you are recruiting for.

5. Always Check References.

Never hire someone without speaking to referees. Clarify the relationship of the referee to the
candidates and make sure that they are someone qualified to give you good insights on the
person you are considering. Ask the referee to be specific and give examples of the way the
candidate has worked in their business.

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6. Take your Time and Get the Right Person.

Often recruiting seems “urgent”. However, never rush recruitment. If you find that a recruitment
cycle has not yielded a suitable candidate, don’t hire an un-suitable one, start again. Review the
role, the advertisement and the salary and try and see what you can do to make the role more
attractive. However, keep going until you get the right person.

7. Once you have found the Right Person – Act Quickly.

Once you know the person you want to hire, act swiftly. Keep communicating to the candidate
regularly – even daily, giving them updates on the progress of approvals, contracts and starting
dates. A communication vacuum or excessive delay can lead good candidates to take matters in
to their own hands and accept another role.

8. Plan a Good induction and Introduction to Your Business.

Every new recruit needs support when they start their new role. Ensure that basics such as their
computer, office accommodation and IT access are in place. Set clear goals and targets, but give
them time to develop their own plans too. Set regular focused catch ups to discuss their progress
and the sup-port they need from you. Be open to their ideas and the things they feel they need to
succeed in their role.

SOURCES OF RECRUITMENT OF MARUTI SUZUKI

Recruitment at Maruti Suzuki India Ltd. Can be broadly classified into two categories which
determines the sources of recruitment.

1. Campus recruitment- Maruti-Suzuki hires B.Tech & B.E. final year students during its
annual recruitment process that takes place during August- November depending upon
institution. Mostly it hires from NITs and some reputed private colleges. Hiring process usually
consists of an online test (Quant, verbal, LR and Technical) followed by presentation and
personal interview.

2. Lateral Recruitment-

Lateral hiring is the path toward hiring a "professional" for the venture that should be loaded and
also a way of preserving the talent in the firm by shifting the expertise from one department to
another.

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Maruti believes in cutting out the supply chain of vendors in the recruitment process. HR
transformation leader of Maruti Suzuki India has stopped hiring contract workers since 2012.
40% of the Lateral Recruitment by Maruti Suzuki India Ltd. Comes from Internal job Postings
and Employee Referrals. This ensures quality hiring at the ground level and brings a difference
in the overall outcome and organizational culture.

The sources of Lateral Recruitment include-

• Internal Job Posting - Internal job posting means advertising open job positions in the
company itself to hire existing employees for open opportunities. It helps Maruti cut down on
recruitment costs and also provides for lucrative and better growth opportunities for the existing
employee.

• Employee Referrals - Employee referral is an internal method for finding job candidates.
Wherein companies find talented people by asking their existing employees to recommend
candidates from their existing networks. Maruti feels that not only does it simplify the
recruitment process but also helps in better connect with company's ethos, a stronger employee
bonding and better retention.

• Job Portals and Corporate Website – Maruti has Job vacancies posted on various job portals
like naukri.com, careercartz.com and on its own corporate website as well. All aspiring
candidates can fill in their online application on these sites.

• E-Recruitment- Sourcing potential candidates on professional social media platforms like

LinkedIn, Myspace, etc. Using an applicant tracking system, interviewing candidates online via
video conferencing software.

EFFECT OF TECHNOLOGY
How Technology has revolutionised operations
In the last decade, there is no doubt that technology has changed the way in which Maruti
Suzuki goes about with its business. The rise of technology in operations management job has
led to a huge rise in productivity.
The genius usage of technology by operation managers has helped organizations cut down on
costs, improve the delivery process completely, standardize and also improve the quality and
focus on customization, thereby creating value for customers.

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What an operations manager does and how Technology affects it?

Now we know that an operations manager’s role involves inventory planning, ensuring that
designing and production all go smoothly and the product must meet the quality standards set.
They must also monitor the delivery process and make sure that it happens in the right frame
of time.

The usage of computers and supporting electronic systems is an integral part of modern
automobile industry. In Maruti Suzuki, the operations manager mainly uses technology for
designing and customizing their automobile parts, managing their human resource and also
monitoring the supply-chain. There are various software systems available like Enterprise
Resource Planning (ERP), Supply-Chain Management (SCM), New-Product Development
(NPD) and Customer Relationship Management (CRM). The main benefits of the ERP solution
are that it not only reduces database errors but also delivers value to customer through faster
delivery and order fulfilment.

Automation in Production and Operations

Automation, which is something driven by the latest technology, will reduce manual
intervention in the process of manufacturing. This will obviously increase productivity, reduce
the labor costs and margin of error thereby facilitating economies of scale.

Integrating technology into the operations system

Integrating technology into the operations is a very complex process. Since it affects all the
aspects of production, a solid integration plan is required. The technology acquired should only
be for goal-attainment and also be approved after elaborate cost-benefit analysis. Once
technology is integrated, it is important to check whether the acquired technology is delivering
operational effectiveness and is been used to its fullest.

Assumptions –
1. Automobile industry has seen a decline in past few years due to cab companies like Ola
and Uber.
2. Operations taken place in such industry is critical as it directly affects the consumer
safety and reliability.
3. Automobile industry is also one of those industry which handles a lot of dynamic
changes, so it really becomes a tedious task for employees to handle.
4. It is one of those industries which contribute a lot to GDP of the country and provide
employment to large number of people.

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Submitted by – Group 4

1. Utkarsh - 2023240 (Introduction, assumptions and compilation)

2. Senroy Siby - 2023231 (Job description)
3. Vinay Rajeev - 2023242 (Impact of technology)
4. Divyang Agarwal - 2023291 (Sources of recruitment)
5. Shyam Natrajan - 2023234 (Job specification)
6. Aditya Shetty - 2023280 (Recruitment strategy)

References and citations

1. Payscale.com. 2021. Operations Manager Salary at Maruti Suzuki in India | PayScale.
[online] Available at:
https://www.payscale.com/research/IN/Job=Operations_Manager/Salary/951b02bf/Mar
uti-Suzuki [Accessed 7 August 2021].
2. Business.linkedin.com. 2021. Operations Manager Job Description Template | LinkedIn
Talent Solutions. [online] Available at: https://business.linkedin.com/talent-
solutions/resources/talent-engagement/job-descriptions/operations-
manager#:~:text=At%20both%20large%20and%20small,business%2C%20agency%2C
%20or%20organization. [Accessed 7 August 2021].
3. Betterteam. 2021. Operations Manager Job Description. [online] Available at:
https://www.betterteam.com/operations-manager-job-description [Accessed 7 August
2021].
4. Operations manager. (2021). Retrieved 7 August 2021, from
https://www.majortests.com/essay/Operations-Manger-Duties-612572.html
5. Managing Technology in Operations Management. (n.d.). Management Study Guide.
Retrieved August 7, 2021, from https://www.managementstudyguide.com/managing-
technology-in-operations-management.htm
6. ones, A. the A. S. (2020, April 28). Hiring operations managers: What hr should keep in
mind. Hppy. https://gethppy.com/talent-management/hiring-operation-managers-what-
hr-should-keep-in-mind .The ultimate guide to Recruitment Operations. Yello. (2020,
April 15). https://yello.co/blog/recruitment-operations/