INDIAN BUSINESS ACADEMY

 Infosys BPO Limited (formerly Progeon Limited) is the

BPO (Business Process Outsourcing) subsidiary of
Infosys Technologies Ltd.
 The company was started as Progeon Limited in April
2002 and is today among the top third-party BPOs in
India according to NASSCOM.
 Infosys BPO closed FY 07-08 with a revenue of $
250.3 million with 11 centers worldwide employing
16,295 employees and 44 clients.
 It has its headquarters in Bangalore
 Aerospace and Automotive
 Banking and Capital Markets
 Communication Service Providers
 Energy and Utilities
 Healthcare
 Insurance
 Life Sciences
 Manufacturing
 Media and Entertainment
 Retail and Consumer Packaged Goods
 Services
 Transportation and Services
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There are three types of training need analysis
done in Infosys:

 Organizational need analysis

 Job need analysis

 Person need analysis.

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This includes:

 Define Infosys's Short Term Goals/Objectives

 Define Infosys's Long Term Goals/Objectives
 Human Resource Analysis
 Efficiency Indexes Assessment
 Assessment of the organizational climate

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 The specific content of present or anticipated
jobs is examined through job analysis. For
existing jobs,
 Information on the tasks to be performed
(contained in job descriptions),
 The skills necessary to perform those tasks

(drawn from job qualifications),

 The minimum acceptable standards (obtained
from performance appraisals)
are gathered. This information can then be used
to ensure that training programs are job specific
and useful.

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 Person needs analysis can be either broad or
narrow in scope.
 The broader approach compares actual
performance with the minimum acceptable
standards of performance. Based on the actual,
current job performance of an employee;
therefore, it can be used to determine training
needs for the current job.
 The narrower approach compares an evaluation of
employee proficiency on each required skill
dimension with the proficiency level required for
each skill. Used to identify development needs for
future jobs.

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 Teams:-
 Corporate training team
 Organisational development team
 Corporate training team caters to band B

only-process executive & senior process

executive
 OD team caters to band C and above
 Total number of people in T&D dept-30

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Training dept is divided across 5 verticals
1-communication service providers e.g. british
telecom.
2-banking and capital market e.g.
UBS,Deutsche.
3-manufacturing vertical e.g. Cisco,ingram
micro
4-insurance and health care-Aon
5-emerging markets-yahoo and British
petroleum

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 Conference
 Lecture
 Seminar
 Demonstration
 Panel
 Role Playing
 Case Studies
 Simulations
 Self-Discovery
 Movies/Videos/Computer based Trainings
 On-the-job training
 Mentoring

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 Classroom
 Halls
 Mysore campus:-world’s biggest training

centre

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 It is a Rs. 260 crore corporate training centre.
 It adds 12,000 employees every year.
 The US $ 60 million training centre is housed

in a 270 acre campus at Mysore

 Facilities at the training centre of the Infosys

comprise food court, employee care centre,

theatre, and education research block, beside
the trainee hostel.
 In-house training team

 Except for operations management for band

C, done through vendors e.g. On Track.

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 Types of training is different for different
hierarchy levels. It is mainly divided into 2
types
 For band B
 For band C and above
 For a period of 2-3 yrs with the company

these employees have to go through certain

number of trainings…

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 Induction
 Voice and accent training
 Process training
 6 months training process
 recruits in band B have to go through the

following training programs during a period

of 2-3 yrs…

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Domain training-for specific verticals they
working they have to go for certifications
called as domain certifications e.g. t100.
-This is mainly a benchmark for process know
how.

 Quality training-six sigma certifications.

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Competency based training:-
1)Soft skills training:-
communication, presentation, cultural
sensitivity, client interface training.
MIND-mentoring, innovating, negotiating,
developing. It is for self-awareness and self
evaluation, mainly focuses on EQ.
Transactional analysis-for understanding
your own personality

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 Technical training:-
e-mail etiquettes.
excel training.
presentation skills.

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 Induction-1day, joining formalities
 Buddy program-one month

-it is basically an assistance provided by a

peer employee which helps the new recruit
understand the process, understand
dynamics of the client, client requirement,
culture, values.
 recruits in band C and above have to go

through the following training programs

during a period of 2-3 yrs…

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Operations management:-
 Deal with operations complexity
 Focus on interpersonal evaluation
 Conflict management
 Confidence management

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Leadership fundamentals:-
 Harnessing leadership qualities

Appraisal skills workshop:-

 How to evaluate sub-ordinates
 How to handle escalations
 How to appraise

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

Domain training:-
 T200 and T300 certifications.

Middle Management Leadership Program

(MMLP):-
 For band C employees-team leads
 It harnesses their leadership qualities,
available for high performers.

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Career pathing:-
 Chalk out career path for all
 Should have completed 18 months in Infosys.
 Provided by career counselor.

Higher education:-
 MBA
 50% of the fees is reimbursed.

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Performance Development Plan:-
 A sheet which the employee and manager has
to fill where both of them have to provide
information which all areas the employee has
improved in.
Projects:-
 Small term projects like on Six Sigma, where
at the end of it the employee has to give
presentations to the training team.

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Questionnaire:-
 Feed back from the employees on the quality

and content of training

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

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