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CHAPTER NO
CONTENTS
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ABSTRACT
1
INTRODUCTION
1.1 Review on Literature
1.2 Overview of Recruitment Process
1.3 Need and Scope of Study
1.4 Industrial profile
1.5 Company profile
SUGGESIONS
CONCLUSION
BIBLOGRAPHY
ABSTRACT
The study was made at HCL BPO on recruitment process for fresh candidates. The scope
of the study is to analyze the effectiveness of the current recruitment system and to know
drawbacks of it. Also enable a proper recruitment strategy to be followed for candidates.
The objective of this study is to find out the sources of recruitment preferred by the
company and also find out the difficulties in recruiting candidates.
It also helps in finding out the requirements & sources needed to recruit the candidates
and even improve recruitment process.
The type of research design used is descriptive in nature and the required data is been
generated using a research instrument called the questionnaire, to a sample of 100
employees are convenience sampling and non-probability samplings. The period of study
is three months.
The collected data is been analyzed using various statistical tools named chi-square and
graphs, after analyzing the data general and statistical findings are soughed out through
interpretation, suggestions & recommendations and hence formulated summary of
findings.
This study reveals that overall recruitment process given by the organization is effective
and suitable for HCL BPO recruiting strategy.
INTRODUCTION
Recruitment forms first stage in the process, which continues with selection and ceases
with the placement of the candidate. It is the next step in the procurement function, the
first being the manpower planning. Recruitment makes it possible to acquire the number
and types of people necessary to ensure the continued operation of the organization.
Recruiting is the discovering of potential applicants for actual or anticipated organization
vacancies. In other words, it is a linking activity bringing together those with jobs and
those seeking jobs.
Companies are now looking out for new ways of giving themselves a competitive
advantage. New product, new image& new marketing idea are some of the ways this can
be achieved but enlightened and successful companies look towards their people to
provide the leading edge.
Herein lies the important of recruitment and staffing- placing the right people for right
job. People are the biggest assets in any organization and it becomes vitally important
that this asset is properly selected and placed in the right place at the right time. There
assets must be properly nurtured and their efforts to be harnessed so as to obtain
maximum productivity. Recruitment is an important aspect in their regard.
Organizations that are growing and expanding will always find it necessary to recruit and
organizations that are growing may not need any recruitment.
Recruitment Definition:
Recruitment is a process of searching for prospective employees and stimulating
them to apply for jobs in an organization. It is often termed positive in that it
stimulates people to apply for jobs to increase the selection ratio. Selection on the
other hand tends to be negative because it rejects a good number of those, who
apply, leaving only the best to be hired.
- EDWIN B FLIPPO
Recruiting is the process by which organizations locate and attract individuals to fill job
vacancies. Most organizations have a continuing need to
replace those who leave or are promoted, to acquire new skills, and to permit
organizational growth. Recruiting is an even more important activity when
unemployment rates are low and economic growth is strong, as
firms
compete
to
Internal promotions
EXTERNAL SOURCE:
Advertisement in newspapers
Campus recruitment
Consultants
Job fairs
Advertisement:
A common method of recruitment is advertising. Advertising media can range from the
typical classified newspaper ad to very complex and glitzy campaign on radio or
Basically, employers decisions regarding the use of different search channels and
judgments regarding the suitability of job applicant relate to the problems of
asymmetric information; job applicants have more knowledge of their capabilities
than the prospective employers do. The interaction of productivity difference among
job applicants and employers uncertainty as regards the productive capabilities of
individuals may explain decisions taken by the employers both in steps two and three
of the recruitment process.
Hiring is a decision under uncertainty in the sense that the productivity of job
applicants in not directly observable. Therefore the employers are interested in
obtaining information that can serve as good statistic for applicants job capabilities
The probably that a job seeker and employer shall find each other and that an
agreement about employment shall be reached, depends on the behavior of both agent
and on their characteristics. In the traditional search theory regarding value of his/her
lifetime income, the reservation wage is important for the probability that a person
shall get a job within a given period of time and thereby for the expected length of the
unemployment spell.
The HR planning is the preliminary step of recruitment process. It is the process by
which an organization should move from its current manpower position to its desired
manpower position. It may be viewed as for seeing the human resource requirements
of an organization an its feature supply making necessary adjustments between the
two organizational plans and also foreseeing the possibility of developing the supply
of human resources in order to match it with the requirements by introducing
necessary changes in the functions of HR.
Recruitment has always been a never-ending process in the organization scenario.
Significant transitions have been brought in the long run of recruitment but the major
concentration has always been engaging persons in employment and the initial setup
for this. Recruitment is followed in the all-different sector, be it manufacturing
concern or a service sector. Recruitment is not just confined to its sense it covers the
aspects from selection to training. Despite the usage of various terminologies
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describing each step of the recruitment process, it is a chain link where the start is not
distinct.
Recruitment involves seeking and attracting a pool of people from which qualified
candidates for job vacancies can be chosen. Recruitment system can be subdivided
into 4 major sub systems.
Finding out and developing sources
Developing techniques to attract candidates
Employing the techniques
Stimulating the candidates and making for apply for jobs.
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and weaknesses, but the candidate is trying to present only strengths. Conversely,
although the candidate is trying to ferret out both the good and the bad aspects of the
prospective job and employer, the organization may prefer to reveal only positive aspects.
In addition, each party's own objectives may conflict. The organization wants to treat the
candidate well to increase the probability of job-offer acceptance, yet the need to evaluate
the candidate may dictate the use of methods that may alienate the prospect, such as
background investigations or stress interviews. Analogously, the applicant wants to
appear polite and enthusiastic about the organization to improve the probability of
receiving an offer, but he or she may also want to ask penetrating questions about
compensation, advancement, and the company's financial health and future.
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Personnel
Human
Resource
Planning
Developing
Sources of
Potential
Employees
Recruiting
Needed
Personnel
Selecting
Qualified
Personnel
Search for
Potential
Employees
Evaluating
Recruiting
Effectiveness
Placing
New
Employees
on Job
Upgrading in
Same Position
Internal
Sources
Personnel
Research
Job Posting
Transferring to
New Job
Promoting to
Higher
Responsibilities
Employee
Referrals
External
Source
Advertising
Evaluating
for Selection
Scouting
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Recruitment Goals:
A good recruiting program needs to serve many and sometimes conflicting goals.
A commonly mentioned goal is to attract a large pool of applicants, but applicant pools
can be too large and thus costly to process. Recruiting must also attract a high proportion
of well-qualified candidates who are seriously interested in accepting a job offer. Posthiring goals also must be considered-the recruiting process must yield workers who are
good performers and who will stay with the organization for a reasonable length of time.
Further, all the preceding goals should be reached with the greatest speed and at the least
possible cost to the organization. Balancing these varied goals against one another should
be done with reference to the organization's overall strategy and values.
INTERNAL SOURCE:
Internal promotions
Internal transfer
EXTERNAL SOURCE:
Advertisement in newspapers
Campus recruitment
Consultants
Job fairs
Internal or External Sources Deciding whether the position is to be filled internally or externally is often an early task
in recruitment planning for a specific vacancy. In some cases, there is no decision to be
made. For instance, entry-level jobs must be filled externally, but for other positions, the
company's policy or union contract may require that internal sources be used first. Most
organizations use a mixture of internal and external sources-promoting from within when
qualified employees are available and recruiting' from external sources when new skills
are needed or growth is rapid. Each type of source has its advantages and disadvantages.
Advantages of Internal Recruiting -
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When internal recruiting is used, a person of known ability fills the vacancy. Since the
emplo1yer has observed the employee in one position, there is less guesswork involved in
assessing his or her suitability for a second position. In contrast, assessments of external
recruits are based on less reliable sources, such as references, and on relatively brief
encounters, such as interviews. Another advantage of promoting from within is that doing
so motivates current employees. Skilled and Ambitious employees are less likely to quit
and more likely to become involved in developmental activities if they believe that
promotion is likely. Also, training and socialization time is reduced when openings are
filled internally because a current employee has less to learn about the organization and
its idiosyncratic procedures than a newcomer. Recruiting may also be faster and less
expensive if an internal candidate can be found. Finally, in times of impending
retrenchment, filling as many jobs as possible internally maximizes job security for
present employees.
Disadvantages of Internal Recruiting
If the organization is expanding rapidly, there may be an insufficient internal
supply of qualified individuals above the entry level. This situation may result in people
promoted before they are ready or not being allowed to stay in a position long enough to
learn how to do a job well. Also, when one vacancy is filled internally, a second vacancy
is created-the position of the individual who was promoted or transferred to fill the first
vacancy. If this slot is also filled internally, then another vacancy occurs. This movement
of personnel is called the ripple effect. Another disadvantage of internal recruiting is that
some organizations' internal recruiting procedures are extremely cumbersome. Still
another disadvantage of internal recruiting is that an organization can become inbred and
lose flexibility if all its managers are homegrown. Finally, meeting affirmative action
goals usually can be accomplished only by aggressive external recruiting.
Advantages of External Recruiting External recruiting can bring in new ideas and viewpoints, avoid the confusion
that accompanies the ripple effect, meet affirmative action goals, and cope with the
demands of rapid growth without overusing inexperienced personnel. Another advantage
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maybe savings in training costs. Hiring experienced workers away from other companies
may cut down on the need for a comprehensive training and development program inhouse. Finally, there may be instances that require a severe shakeup or turnaround.
Particularly at the upper-management level, an outsider with no prior commitment to
present employees or ongoing projects may be the only individual with enough
objectivity (and even ruthlessness) to bring about needed changes and enunciate a new
vision for the organization.
Disadvantages of External Recruiting One disadvantage of external recruiting is the cost. Because the external labor
market is much larger and harder to reach than the internal one, recruiting externally
usually takes longer and costs more. With external recruiting, there is also the risk of
hiring a candidate who does not live up to the apparent high potential displayed during
the selection process. Finally, too much external recruitment is discouraging to current
employees because it reduces their chances to move up in the organization.
Informal Methods:
External recruiting methods are often grouped into two classes:
1
Informal
Formal.
Informal recruiting methods tap a narrower labor market than formal methods. Informal
methods include rehiring former employees or former cooperative education students,
hiring people referred by present employees, and hiring from among those who have
applied without being solicited. Formal recruiting methods search the labor market more
widely for candidates with no previous connection to the company.
Employee referral, also known as word-or-mouth advertising, is quick, effective, and
usually inexpensive. Because employees who refer their friends and acquaintances as
candidates have their own credibility on the line, they tend to refer people who are well
qualified and well motivated and then to mentor these individuals once they are hired. In
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17
Manpower is the main resource of the company, therefore the company need
to know the critical areas where they can implement improvement so as to get
the right candidates at the right time at the right time at right place.
To identify the best source through which the company can recruit good
candidates at less cost.
Scope of the Study:
The study backed by a structured questionnaire, which was the main source of qualitative
data. Initially the study required relying more on secondary data. The study also covers
the tools to improve the recruitment strategy.
The aims of the recruitment and selection process are,
Recruit high quality staff with the right skills on the appropriate contracts to
deliver the key objectives of the position and organization;
Ensure that equality of opportunity is considered as an integral part of
recruitment practice, thus encouraging diversity;
Ensure that recruitment is effective as a key public relations exercise for all
involved;
Ensure that recruitment is fair, efficient and cost-effective.
- Gartner
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Economy of Scale
Superior Competency
Utilization Improvement
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Our customer service offerings create a virtual customer service center to manage
customer concerns and queries through multiple channels including voice, e-mail
and chat on a 24/7 and 365 days basis.
Telemarketing Services:
Our telesales and telemarketing outsourcing services target interaction with
potential customers for 'prospecting' like either for generating interest in products
and services, or to up-sell / promote and cross sell to an existing customer base or
to complete the sales process online.
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.
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formats.
General Ledger
Financial Statements
Bank Reconciliation
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Brand equity: People still consider BPO to be "low brow", thus making it
difficult to attract the best talent.
Standard pre-job training: Again, due to the wide variety of the jobs, lack of
general clarity on skill sets, etc, there is no standard curriculum, which could
be designed and followed.
Benchmarks: There are hardly any benchmarks for compensation and benefits,
performance or HR policies. Everyone is charting their own course.
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job is being done 10,000 miles away, demands on parameters such as quality,
turn around timeliness, information security, business continuity and disaster
recovery, etc, are far higher than at home.
Key To Success
The key to success in ramping up talent in a BPO environment is a rapid training module.
The training component has to be seen as an important sub-process, requiring constant reengineering.
Vision Statement
:
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Mission Statement :
To provide world-class information technology solutions and services to enable our
customers to serve their customers better
HCL- as Indias largest IT conglomerate-is actively involved with the growth of the India
ITES industry. As an experienced global software outsourcing enterprise, HCL has
extensive and understanding of the critical issues and concerns related to offshore
outsourcing. At a macro level these can be broadly categorized in to:
Risk Mitigation
Value Addition
Risk Mitigation:
The key components of Risk Mitigation are as follows:
Process Migration in the first phase of outsourcing, seamless and timely
Process Migration is critical for building first level comfort in the
outsourcing initiative.
Disaster Recovery and Business Continuity
disaster scenarios.
operations.
Manpower Attrition and Cost Control
Establishing business presence in prime secondary locations.
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Value addition:
Quality:
Consistently deliver value to our stakeholders and innovate to continually
improve our services by review of processes, people and performance.
QUALITY FRAMEWORK:
ISO 9001:2000
23 processes including Operations, Recruitment, Quality Assurance,
Voice & Accent training, Marketing, Legal, Procurement, Transportation and
Management documented and certified.
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Major Observations:
Excellent SLA performance tracking, improvement and management
methodologies at all levels
Team Leader to Top Management
Very low rate of manpower attrition
Strong organizational capability to attain and maintain high levels of
manpower motivation.
Six Sigma:
HCL BPO Services Process Improvement Program is led by a Six Sigma
Master Black Belt. The Six Sigma methodology for continues improvement of its
processes and performance. Tools like Fishbone analysis, Design of Experiments,
Detailed Process mapping, Histograms, Pareto Charts, Control charts and many
others are effectively used for such analysis.
BS 7799 Certification:
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Information is the lifeblood of all organizations and can exist in many forms. Recent
high-profile information security breaches and the value of information are
highlighting the ever-increasing need for organizations to protect their data
BS7799 is the British standard for the protection of an organizations information
asset. The road cannot be justified, but it can be quantified by the benefits to your
business. The certification is not a one-off task; it must be periodically, reviewed by
an external assessor.
3years.
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Selection process:
The selection process begins with the short-listing of the CVs.
Every candidate whose CV has been short listed goes through:
Written test. (Optional-as per process requirement)
Group discussion. (If the candidates are in the large numbers/walk in through
Advertisement)
Interview by the training Team for voice and Accent or
Interview by Operations team/Concerned manager, followed by the Final HR
interview.
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RESEARCH METHODOLOGY
Research means a scientific and systematic search for pertinent information on a
specific topic. Research is a careful investigation or inquiry especially through search for
new facts in any branch of knowledge. Research comprises defining and redefining
problems, formulating hypothesis or suggested solution; collecting, organizing and
evaluating data; making deductions and reaching conclusions; and at last carefully testing
the conclusions to determine whether they fit the formulating hypothesis.
Methodology is defined a the study of methods by which we gain knowledge, it deals
with cognitive processes imposed on research b the problems rising from the nature of its
subject matter
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SECONDARY OBJECTIVE:
To study the basis of appointment
To study the attrition level and its linkage with recruitment techniques used.
To identify the sources of recruitment preferred by the company
To develop and maintain procedures which will assist in ensuring the appointment
of most suitable candidate.
Structured
questionnaire are those questionnaire in which there are predetermined question relating
to the aspect for which the researcher collects data. The questions are presented with
exactly the same wording and in the same order to all the respondents.
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Data refers to information or facts. It includes numerical figures, non numerical figures,
descriptive facts, and qualitative information. The task of data collection begins after
research problem has been defined and research plan has been decided. The nature of the
data is both Primary and Secondary data.
PRIMARY DATA The primary data are those that are collected through questionnaire and direct personal
interview. The questionnaire was framed in such a manner to obtain correct information,
graded suitably for the study.
SECONDARY DATA The secondary data has been collected through oral communication. Secondary data
about the company profile and other details were collected from the company website.
2.9. PILOT SURVEY A pilot survey with 5 samples from employees was conducted for testing the validity of
the questions. It was found that there was no need for changes in the questionnaire and
hence the same questionnaire was used for final survey also.
Need For the Study:
To know effectiveness of the companys present recruitment strategy.
Manpower is the main resource of the company, therefore the company need
to know the critical areas where they can implement improvement so as to get
the right candidates at the right time at the right time at right place.
To identify the best source through which the company can recruit good
candidates at less cost.
Scope of the Study:
The study backed by a structured questionnaire, which was the main source of qualitative
data. Initially the study required relying more on secondary data. The study also covers
the tools to improve the recruitment strategy.
The aims of the recruitment and selection process should be to
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Recruit high quality staff with the right skills on the appropriate contracts to
deliver the key objectives of the position and organization;
Ensure that equality of opportunity is considered as an integral part of
recruitment practice, thus encouraging diversity;
Ensure that recruitment is effective as a key public relations exercise for all
involved;
Ensure that recruitment is fair, efficient and cost-effective.
Time was the main constraint. The project should be completed within stipulated
time limit (i.e. Mar 2nd May 3rd)
Since the project is of qualitative nature there was the participants bias in some
cases.
Some information cannot be accessed due to its confidential nature.
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SUGGESTIONS
The company should increase its intake of employees by recruiting from
Educational Institutes more vigorously.
The company should introduce a mobile recruitment team who can go from places
to places to select the candidates quickly and cost effectively.
To avoid the drain out of candidates because of less pay, company should give
incentives to the candidate based on the performance every month.
Company should give appraisal to the candidates in form of promotion or raise in
salary to enhance their performances and company should arrange further
workshops for least performing employees so as to increase their performance
level.
Candidates with working experience in any other BPO shouldnt be drained at all
instead should be hired and given training according to the requirement of the
company process.
Advertisement is the best source to grab maximum candidates, eventhough it is
expensive. This one time investment helps to reach maximum candidates. In
addition to this, employee references are the best source to get skilled candidates.
Jobsites and Online (Consultancies) are the best source to reduce the time and
save time to get candidates.
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CONCLUSION
This study has focused on the recruitment process of HCL Technologies BPO Services
Ltd. The study has been conducted from the employees working for recruitment process
in HCL BPO.
The company seems to be moving its right lines as far as its recruitment strategy is
concerned. However a few drawbacks were found and suggestions are recommended for
it.
Since the company is at its early stages and since recruitment is carried out on a mass
scale it becomes important to concentrate on this aspect. With these objectives in mind
this study has been conducted.
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BIBLOGRAPHY
WEBSITES VISITED:
www.hcl.in
www.google.com
www.humanlinks.com
www.hrcommunity.com
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