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The satisfaction and euphoria that accompany the successful completion of any task would be
incomplete without mentioning the names of people who made it possible, whose constant
guidance and encouragement crowns all efforts with their success.
It is not possible to write a report without the assistance of few supporting hands. We thank Prof.
Ritu Gupta, Human Resource Management Department, for her support and guidance.
It was a wonderful and enlightening experience for us, as postgraduate student to be exposed to
industry work methods. We also cannot forget the help and support of all their Family members
and their friends who have helped us in every step of the way.










Survey Mehodology


Recruitment and Selection


Training and Development



Performance Appraisal



Employee Enganement




GlaxoSmithKline is one oldest pharmaceutical and healthcare company in the world. It was
established in 1924 in India. It employs over 4500 people. In India, they are one of the market
leaders with a turnover of Rs. 2520.2 crore and have 3.55% market share.
GSK product portfolio includes medicines, vaccines and consumer healthcare. These include a
number of well-known brands such as sensodyne, Horlicks, boast, Panadol,crocin etc. GSK has
two manufacturing units in India, located at Nashik and Thane as GSK as a clinical development
centre in Bangalore. The state of art plant at Nashik makes formulations while bulk drugs and the
active pharmaceutical ingredients are manufactured at Thane.
GSK is committed to developing new and effective healthcare solutions. The values on which the
company was built have always inspired growth and will continue to do so in future also. They
have a Corporate Social Responsibility program that works towards fulfilling basic healthcare,
education and other developmental needs of the unprivileged. With this dedicated commitment
theyare trying to make this world better, healthier and happier.

2. 1 Research Objective
2. 1. 1 Broad Objective:
To analyze the present "Human Resource Management" of GSK.
2.1.2 Specific objective:

To determine the steps involved with recruitment and selection processes.

To determine the roles of training and development.
To identify the performance appraisal system.
To understand employee enagagement.

2.2 Scope of the Research:

To analyse the Human Resource policies of GSK.
2.3 Sources of Data
The sources of information are divided: into two parts that are; primary
and secondary sources.
2.4.1 Primary Data:
In the primary source, data are collected directly from interviewing their
2.4.2 Secondary Data:
In the secondary source, different textbooks and journals relating to the
theoretical frame work of the project was accessed to define and determine HRM practices.
Annual reports, company projects profile,
related preserved data, and financial statements had been collected from the GSK.


Today's job market is very complicated, due to diversified business world. Total quality
management is very important in job market. HRM sets up any job by the use ofjob evaluation;
job analysis & job design. It also ensures the HR laws and helps the organization to follow
government rules and regulations.The HR department of today's organization also deals with the
recruitment process. HRofficer's job is to make the recruitment and selection process accurate,
inorder to ensure that, all other factors related to organization are handled quiteeffectively.
HR officer has to consider about recruiting costs while dealing with recruitment and selection
processes. Recruitment is defined as the process of finding and attracting capable applicants
Some of the constraints have to be followedin recruitment process:

If the organization needs very less employees, the salary offered should be enough
toattract the candidate.
If the organization provides good working conditions, better applicant will beattracted.
Compensation and benefit should be standardized.
Technically sound people.
Consideration of government rules and regulations
The Economic conditions of economy should be in mind of HR officer.

These are the primary consideration to be kept in mind or HR officer while dealing with
There are several factors which influence recruitment, these include external as well as internal

Supply and Demand

Unemployment rate
Labour market


Recruitment policy
Size of the firm

External Factors:
Following are the common factors:
Supply and Demand:
Supply and Demand determine the labor market, and if demand for a particular skill is high
relative to the supply, a recruiting effort may be needed.
Unemployment Rate:
When the Unemployment rate in a given area is high, the company's recruitment process is
simpler. As the unemployment rate drops, recruiting efforts must be increased and new sources
In local area the labor market conditions are of primary importance in recruiting for most nonmanagerial, supervisory and middle- management positions.
Reservation of jobs for SCs, STs, minorities, and other backward classes (OBCs) is a political
decision. There is a strong case for giving preference to people hailing from Less-advantage
sections of the society
Internal Factors:
Internal factors include recruiting employees within the organization.
Recruiting Policy:
Most organization has a policy of recruiting either internally or externally. The policy is to prefer
internal sourcing, as current employees know the company well and can recommend candidates
who fit the organization culture. Another policy is to have temporary and part-time employees.
HRP is the major factor in determining the success of the recruitment process.
It requires time to examine all the alternatives regarding the sources of recruits and the
productive methods for obtaining them. Once the best alternatives have been identified the plans
of recruitment can be done. HRP greatly facilitates the recruiting efforts.

Size of the firm:

Size is another internal factor having its influence on the recruitment process.An organization
with more number of employees will find recruiting easier than other organizations.
Recruiting costs are basically calculated as per the new hire . Recruiters should operate within
budgets. Careful HRP can minimize recruitment costs.
Growth and Expansion:
Growth and expansion also affects the recruitment process.
There are some other internal factors which influence the recruitment:
Promotion- Is defined as shifting of an employee to a higher position
With higher responsibilities, salary and facilities and several positions of an organization are
filled up by promotion of existing employees on the basis of performance or seniority or merit.
Transfer: Transfer refers to a change in job assignments. It involves a promotion or demotion. A
transfer may be either temporary or permanent which depends on the requirements of job.
Recruitment Process:
GSK follows comprehensive and extensive selection procedures. Their testing methods are
effectively designed in order to accurately evaluate the required competence and skill for a
particular job.The stages in recruitment process are as follows:

Strategy development
Evaluation and Control

Sources of Talents:

Collect CVs from Job Fairs.

Advertise in daily newspapers.
Provide on-line database.
Hard-copy of CVs .
Online applications.

1.) Recruitment Planning:

It is the first stage in the recruitment process which involves the translation of likely job
vacancies and information into a set objectives or targets that specify to be contacted, these are:
(a) Number and
(b) Type of applicants

2.) Strategy Development:

In strategy development, there are five ways considered to be used in recruitment processes,
these are:
'Make' or 'Buy' Employees
Technological Sophistication
Geographic Distribution
Source of Recruitment
Sequence of Activities
(a) 'Make' or 'Buy' Employees: Organization must decide whether to hire skilled labor and
professionals or to hire less skilled employees and then invest in training and education
(b) Technological Sophistication: The Advancement of technology has made it easier for job
seekers to gain better access.
(c) Geographic Distribution: Companies generally look into national market for managerial
employees and in regional markets for technical employees and in local markets for blue collar
(d) Source of Recruitment: The sources can be categorized into two parts, they are:
(1) Internal Recruitment
(2) External Recruitment
(e) Sequence of Activities: In an effective recruiting process there should be proper sequence of

3.) Searching:
The search process can be categorized into the following two steps. These are:

Source Activation

(a) Source Activation: Thesources and the search methods are activated by the issuance of an
employee requisition which implies that recruiting takes place only when line managers have
verified that a vacancy does exist or will exist.

Screening of applications is an integral part of recruiting process. Applications received in
response to advertisements are screened and only eligible applications are called for an
interview.Skills and qualifications should match the organization's culture and their
requirements. The purpose of screening is to remove from the recruitment process, applicants
who are clearly unqualified for the job. Screening can save a great deal of time and money.

5.) Evaluation and Control:

Evaluation and control are necessary as costs are involved in recruitment process. The costs
generally incurred are:

Sales for recruiters.

Management and professional time spent.
Cost of advertisements.
Recruitment overheads and administrative expenses.
Costs of overtime and outsourcing.
Cost of recruiting suitable candidates for the selection process.

The first step of selection process is to evaluate cover letters and resumes.
Screening Applicants by Telephone:
Telephonic interview is one the most important screening process to gather information about a
person's background, their communication skills, confidence level etc. It eliminates the extra cost
and extra time incurred for reserving rooms and other tasks.
Personal Interviews
Criterias for judging in personal interviews are:
Career goals/occupational objectives
Work experience
General skills
Aptitude related to job criteria
Personality and attitude.
Second Interviews
Second interviews are necessary whenever more than one candidate is outstanding. They provide
an opportunity for further assessment. This is toreveal the person's real priorities
and interests in the position.
Part-time Employment:
GSK provide full-time or part-time students employment, who wish to gain both work
experience and financial support.
GSK offer various students the opportunity to gain on-the-job experience by providing
support and guiding them in their internship programs in many of GSKs
business areas such as:

Marketing and Sales

Customer Relations
Human Resource


Future Leaders always strive to achieve more. So GSK create an atmosphere where the
employees can strive to be more ambitious.
On the Future Leaders Programme, trainees get structured training, development and experiences
trainees will need to succeed at the very top.
As a Future Leader, trainees will be responsible for driving their own development. GSK support
trainees on this journey. They help thetrainees to make the most of their strengths. The trainees
get continuous inputs from their mentors, coaches and a wider network of colleagues.
It is necessary for the trainees to have a flexible approach to achieve new things and set new
targets. It is all about building their levels of experience and ability for the challenges that will lie
GSK's Employee Development policy aims to:

Promote a culture of learning.

Ensure that all employees develop the skills necessary to carry out their day-to-day duties
efficiently and effectively.
Provide an environment in which all employees have the opportunity to develop to their
fullest potential.
Provide an environment in which potential leaders of the organization can pursue a GSKstructured development programme, which will facilitate their eventual promotion to
senior management level.
Actively support and encourage career planning.
GSK believes in selecting right candidates and equipping them with required skills
necessary to work in their company.Maximizing the potential of each employee is their
main target and that is the building block of their profit.

Development here derives its inspiration from Aikido, which means epitomizing the focus and
concentration of a martial art, an active form of meditation almost. Aikido is basically about
working fruitfully with the employees. It is not a static art. Collaboration - "working with them"
and Dynamicism- "emphasizing movement" are tenets that constitute the fundamentals of
Aikido. These are emphasized in their Perspective of Training.
Training in GSK is dynamic, both as a procedure and a process. It focuses on both on-the-job and
off-the-job training. Training is important in individual, functional as well as organizational
They treat the trainees as Active learners and believe that learning is optimized only when the
learner feels the need for it.

Management touches every area of their business, so trainees will experience the breadth and
depth of what GSK do. For the graduates looking for diverse opportunities:
Management at GSK touches every area of their business. Their Management Programme offers
to work in different areas. This gives trainees an excellent insight on how an organization runs.
Trainees are placed on their rotations across their different functions, each lasting six months.
Theres also the option of an extra six months on secondment to the NHS. This may be within
their GMS or R&D business, an alternative commercial business such as Consumer Healthcare;
or it could be working in an above country role, in a support function such as procurement,
finance or IT.
GSK train in several core areas, from presentation skills to Understanding the NHS. Trainees
also get the chance to attend training according to their interest. During the programme, the
trainees are also sponsored by the GSK management team. They help the trainees to identify
their areas of core interest.
GSK is a truly global organisation, so trainees may find the opportunity to gain international
experience in the future.
GSK expects trainees to manage projects and prioritise a variety of tasks effectively. This means
trainees will need to build working relationships with people at all levels of their organisation. In
addition, trainees will analyse information and report their findings, so GSK can identify and
understand trends, insights and facts. GSK also look to trainees to help in research. GSK want
trainees to keep developing new skills and knowledge wherever trainees find the opportunity.
Along with their degree, trainees also need ambition, a genuine interest in management and a
self-motivated, proactive approach. GSK need their graduates to have a high level of emotional
intelligence, and be able quickly to build a rapport with a wide range of people. Its also
important that trainees can adapt to change and keep focused when the pressure is on. While
trainees have the drive and confidence to trust their own judgement, traineesre a real team
player who actively collaborates with others. In addition, trainees will need an analytical mind, a
talent for multi-tasking and the ability to influence others.

Manufacturing Science
Science is the main backbone of their success and their scientists are world leaders in their
respective fields. Their graduate science programmes are available within global manufacturing
and supply (GMS). When trainees join, they become part of the huge global network of GSK that
supplies 4 billion packs of medicines and healthcare products per year.
This three-year programme involves different rotations to give trainees wide experience within
different roles and working environments. Trainees also have numerous opportunities to meet
other graduates at training and networking events. Trainees will undertake a number of core
training and personal development programme.

Trainees also undertake business-critical roles within Pharmaceutical or Consumer Healthcare

supply depending on their area:
As a statistician graduate working, The trainees basically work on:
Design of Experiments
Practical application of statistics in an industrial setting
Six sigma concepts
Experience in statistical software packages (e.g. SAS / JMP / Minitab / Statistical /
Design Expert)
The main technical skills required for this position are:
Statistical inference / Probability / Analysis of variance
Statistical Process Control
Computing for statistics

Analytical Chemistry
In this post, the trainees can expect:
Analytical testing on various dose forms of products, such as tablet, sterile and topical
Technical understanding of analytical equipment and analytical test methods
New product introduction
Troubleshooting and investigating manufacturing issues
Biopharmaceutical Science
As a Biopharmaceutical graduate at GSK, trainees can expect to work on:
Bringing biopharmaceutical products from R&D to full-scale manufacture
Technical problem solving and investigations
Protein therapeutics in genetically modified organisms
Purifying protein therapeutics through centrifugation, chromatography and filtration
Sterile drug product formulation into final dose form

Material Science
GSK likes to develop materials scientists who already have a technical understanding of colloid
science or particle powder technology. During the programme GSK will develop their technical
skills through working with their process teams at their manufacturing sites.
As a Materials Science graduate at GSK, trainees can expect to work on:
Technical troubleshooting and process support

The application of advanced or novel characterisation techniques to solve complex

Evaluation of new or alternative pharmaceutical materials
Work within cross-functional teams to support new product introduction activities and
technology transfers

As a Microbiology graduate at GSK, trainees can expect to work on:
Microbial testing of products and the manufacturing environment; this might include
developing/transferring new methods/techniques into the area
Interpreting microbiological and environmental monitoring data to allow release of
product batches and assure production environmental quality is maintained
Investigation, problem solving and consultancy through accurate data analysis of
microbiological test data
Assessments of microbiological risk and process control to ensure sufficient
microbiological monitoring or testing programmes are in place, and ultimately to ensure
final product safety and quality
Validation, verification and qualification of microbiological related systems such as
sterilising and decontaminating equipment (e.g. autoclaves and isolators respectively),
test equipment, cleaning methods, testing methods, etc

Pharmaceutical Science
As a Pharmaceutical Science graduate at GSK, trainees can expect to work on:
New product introduction: medicines development, clinical trials, manufacture, testing
and supply of new chemical entities
Detailed understanding of medicines process control of a variety of dosage forms (e.g.
tablets, powders, inhalers, sterile products, etc) and statistical assurance of control
Technical troubleshooting
Global regulatory filing strategies for their medicines, both new products and lifecycle
management of existing products
New manufacturing platforms and new dosage forms


Trainees become a part of the global scientific community working with a huge network of
teams. Trainees are always in contact with an expert who helps trainees grow, learn and deliver
on their objectives.

Their Manufacturing Science Future Leaders Programme is available in many countries
worldwide. Initial roles are within their local country. But as GSK is a global brand, they get
opportunities to work in international locations in the near future.

GSK expect trainees to get involved in managing projects and prioritising a variety of tasks
effectively. So trainees need to build working relationships with people at all levels of their
organisation. In addition, trainees also analyse information and report their findings, so GSK can
identify and understand trends, insights and facts. GSK want trainees to keep developing new
skills and knowledge.
Along with a BSc, Masters or PhD in a relevant science subject and strong technical skills,
trainees need ambition, a genuine passion for healthcare. The trainees should also be selfmotivated. GSK mainly looks for good communicators. This helps them to make rapport with
different people. Its also important that trainees can adapt to change and keep focused when the
pressure is on. Trainees have the drive and confidence to trust their own judgement. In addition,
trainees also need analytical skills.
R&D postdoctoral global training programme
GSK are expanding their open innovation model. They are partnering to advance training
opportunities. GSK are introducing various collaborative training programs to discover, develop,
and deliver more medicines of value. They are working on to understand how pharma is bridging
the gap from target identification to medicine for patients in-need.
Training preparestraineesin GSK for a career in different health organizations.


GSK is building a global coordinated post-doc program focused on different areas of high risk
early stage drug discovery within R&D therapeutic area units and platform technology groups.
Trainees will be part of a multi-functional drug research and development organization working
on high risk, cutting edge science, focused on resolving critical R&D challenges. Trainees will
also have experience in both industries as well academics. This will increase the creativity in the
Post-doc trainees can expect to be working on the critical R&D challenges in a very competitive
space providing the opportunity for publications in high-impact journals and presentation
opportunities while rounding out their training with a deeper understanding of translation of drug
discovery & development to medicines of value for patients.
Many of their post-docs are also collaborated with top universities or scientific institutions. This
provides an open access model to training and the opportunity for co-mentorship. GSK provides
a platform to nurture new creative areas and also develop good opportunities.
At the start of their post-doc, trainees work with their supervisor to further a programme of
research with mutually agreed timelines, milestones, objectives, accountability, and duration (up
to 3 years). They have access to R&D of GSK and also laboratories, libraries and other research
centres of GSK.

GSK looks for exceptional PhD scientists with strategic decision-making skills. The company
requires scientific and theoretical capability, together with high levels of innovation, creativity,
and the ability to solve complex problems are required.
An enthusiasm for demonstrating the following GSK expectations:
Ensuring their work supports their teams goals and the organisational priorities
Building trusting relationships within and beyond their team to achieve goals and contribute to
the success of GSK
Engaging constructively with others and demonstrating a positive mindset
Equipping themselves with the skills and knowledge to do great work, now and in the future, and
supporting others to do the same
Holding themselves and others accountable for delivering quality results
Acting as a role model, ensuring everything trainees do is in line with their values, serving
patients and consumers

The performance appraisal system of GSK is robust My Winning Formula (MWF) and
Performance and Development Planning (PDP) processes. These processes are used within the
organization. The performance management process evaluates the individual output both on what
has been achieved. Then they are rewarded on the basis of their performance. The major criteria
of performance appraisal system in GSK are how the employees are performing and they are
rated on various scales. The performance management system encourages people to define
limited objectives in short time for the betterment of the organization.
GSK has four sub departments in HR. The departments are:

HR Development
HR Services
Industrial Relations

All appraisal systems are conducted once in a year with mid- year review.

High level of Employee engagement is critical for the success of any organization. It helps the
organization to handle difficult and turbulent situations. It contributes towards survival of the
company during instability. Every organization wants to have high level of engagement from its
employees. In order to achieve that they need to make sure that employees are happy and satisfy
with what they do. The engagement program basically talks about the strategy and governance to
engage employee, to measure the amount of willingness to stay with the company, to learn from
fellow employees, to develop plan of action for future projects, changing the obsolete way of
thinking, integrating with the fellow employees and finally getting the work evaluated by the
Six categories which drive employee engagement are quality of life, work, people, opportunities,
total rewards and company practices.

Quality of life- Quality of life at GSK is full of excitement and energy as the company
keeps coming up with some initiative which makes not only the employee happy but their
family also.
Work- Work is an activity involving mental or physical effort done in order to achieve
result. At GSK employees are engaged in substantial or activities in order to achieve
People- People/HR are important for the success of any organization. The main aim of
GSK is to keep employee happy. It involves senior leadership, manager, co-workers and
Opportunities- At GSK the kind of opportunities employee gets are very rare for a
person to get in any other company of the same industry.
Total rewards- GSK offers several recognitions so those employees work in the best of
their effort and ability. It involves pay, recognition and other benefits.
Company practices- An organizations practice basically depend on the nature of the
industry. At GSK, it broadly includes people/HR practices, performance management,
brand alignment and company reputation.

Employee engagement is important basically because of three reasons. First, engage employee
speaks positively about the organization to co-workers, potential employees and customers.
Second, they have an intense desire to stay and be the member of the organization. Third, they
put extra efforts and engage in behaviour which contributes towards organizational success.

At GSK, they take various initiatives to achieve high level of employee engagement. For
example, they have created Yammer a social networking site for its employees where they can
connect with each other, upload queries, share and appreciate others for their achievements. It
also gives a platform to the employees to learn from each other.
Another initiative taken by GSK is their family first program. It is the love the company show
towards an employees family by wishing them on special occasions and their achievements.
GSK believes in having a strong connection with its employees and their families. So for the
family first program initiative they send greeting card and bouquet to the family members of the
employees on their birthday, anniversary and examinations.
As per GSK pulse survey, employee engagement in GSK is 84% and it expects to move up to
86% in 2013.