Designing, Developing and

Implementation of HR Score Card in

Consumer Durable Industry

By

Santosh Bagwe

Manjiri Shanbhag
Index
Human Resources Score Card

Execution of Human Resources Score Card

Roles & Responsibilities of HR

CRC Visit Manual

Monthly M I S
 HR Scorecard

Growth in
Sales & Revenue

Reduction in cost
Financial of recruitment by Reduction of CDAs & Reduction in Zero
Motivating High
increasing Outstanding units sellers & Low
Performers
retention Performers

Reduction in lead Controlling

Inoperative & Monitoring Proactive Focus on High
Internal time for HR Absconding cases actions on Low
responses Absconding Performers
Customer cases with Outstanding performers
units & CDAs

MFW STP
Tracking of Org. Policies
Operation HR Audit Optimum New CSS, Planned CRC Benefits, Soft
Visit PRDP SLP
Use of SAP Exit skills, Leadership
Interviews & Managerial Skill

Leadership
Implementation Developmen
Strategic
of Non- Focus on Visibility in t
Negotiable Training
Retention field
standards for HR
 Execution of HR Score Card

RESPONSIBLE AT RESPONSIBLE AT
STRATEGIC
NATIONAL LEVEL REGION / SBU LEVEL

IMPLEMENTATION OF NON- NATIONAL HR

HR COORDINATOR
NEGOTIABLE STANDARDS COORDINATOR

REGIONAL HEAD – HR
FOCUS ON RETENTION NATIONAL HR HEAD
AREA HEAD – HR

AREA HEAD- HR
VISIBILITY IN FIELD NATIONAL HR HEAD
HR ASSOCIATES

NATIONAL TRAINING REGIONAL HEAD- HR

TRAINING
HEAD AREA HEAD – HR

NATIONAL TRAINING REGIONAL HEAD – HR

LEADERSHIP DEVELOPMENT
HEAD AREA HEAD- HR
 Implementation Of Non-Negotiable Standards

One window for all communications

> Head Office - National HR Coordinator

> SBU - HR Coordinator

HR Audit - Monthly One SBU

Execution of HR Operational Manual

SAP Data Validation - Monthly for all Region

 Focus On Retention

WEEKLY CRC WISE ON ROLL - OPERATIVE REPORT

TRACKING OF NEW CSS BY HR ASSOCIATES, AREA HEAD ON APPOINTMENT

LETTER, ID, ESIS CARD, MFW, STP, PERFORMANCE

CONDUCTING TEST OF CSS AFTER COMPLETION OF 60 DAYS OF SERVICE ON

TRAINING PROVIDED

QUARTERLY ORGANISATION CLIMATE SURVEY AT AREA LEVEL

 Visibility In Field

 Planned CRC Visit

HR Associates All CRCs once in a month

Area Head All CRCs once in a quarter

Regional Head All CRCs once in six months

 CRC Visit Manual

 Monthly Tracking Of Absconding CSS with units & CDAs

 Monthly Report Of all CRCs to HO

Monthly progress index focusing on Operatives, Recruitment, Exit, Zero Sellers,

Training & Absconding Cases
 Training

Designation Target Training Programs

 Payment Plan
 Welfare Benefits
HR Associates CSS
 ESIC
 EFL Introduction

Area Head – HR CSS / GCSS/ TL  Soft Skills

TL & Above &  GCSS / TL Induction

equivalent in  Soft Skills
Regional Head – HR
Support  Leadership & Managerial
Functions Skills
 PRDP Implementation

Designation Target

HR Associates Potential Group Leaders

Area Head – HR Potential Team Leaders

Regional Head – HR Potential Head CRCs

 Roles and Responsibilities of HR

 National Manager – Training

 National HR Coordinator

 Regional Head – HR

 Area Head – HR

 HR Associate

 HR Coordinator
 Manager Training

Key Role Activities Lead time % of

weightage
Delivering training by others
Ensuring Implementation of Training by Sales Leader and GL, TL Induction Quarterly 30%
HR MFW Monthly
STP Monthly
Eurokshiksha Monthly
Knowledge Capital Monthly
Exploring cost effective external training programs in coordination with Sales Leaders and Regional
HR Head based on identified training needs

PRDP and Leadership Development

Ensuring Implementation of PRDP by Sales Leaders and HR GL Quarterly 25%
and measuring improvements TL Quarterly
HCRC Quarterly
Potential leaders succession planning and development in coordination with Sales Quarterly
Leaders
Implementation of SLP through Regional HR Heads Quarterly

Own Training programs

Developing training programs 8 new programs in a year based on 25%
needs
Train the trainers – HR and Sales Leaders Soft Skills Quarterly
Imparting training Managerial Skills Quarterly
Leadership Quarterly

Measuring effectiveness of Training Tracking Monthly 20%

performance after
training
HBS Case study
 National HR Coordinator

Key Role Activities Lead time % of

weightage
Monitoring HR MIS across the country

Daily/Monthly Appointment Letters Within 5 days of receipt of 30%

Confirmation Letters proper documentation
Transfer Letters
Final settlements
Quarterly Coordination of recommendation for One month in advance i.e.
assessment boards 28th Feb, 31st May, 31st
Aug, 30th Nov
Issue of promotion letters Within 10 days of
Assessment or 5th days of
Assessment month i.e. 5th
April, 5th July, 5th Oct, 5th
Jan whichever is earlier
Annual Getting organogram approved 15th March
Holiday Calendar 15th November
Annual Increment Ratings 28th February
Bonus Calculation 15th August

Management Information System

Weekly On roll/operative Every Monday 25%

Pending jobs at HO
Pending jobs at SBU/RO
Monthly Long Service award 5th of every month
Cash flow on FGF, Leaders coach,
Buddy Scheme
FGF Payment dates
Salary payment dates
Birthday report
Month vacant positions based on
approved organogram
HR Audit based on non negotiable standards for HR

One Region per month 2nd week of every month 30%

Action plan on Report 3rd week of every month

Recruitment of Support functions 30 days of receipt of PRF 15%

 Regional HR Head
1
Key Role Activities
Recruitment
CSS Driving and monitoring Area HR
Head and HR Associates
Support Following up with PRF, and
making sure that the position is
closed as per the process time,
making sure that the non-
negotiable standards are
followed, controlling the cost
of recruitment and Driving/
monitoring Area HR Head on
recruitment.
Accountable for Recruitment of
Executive and above.
Training and Development
SLP/ NMIMS Ensures participation
implementation Works with corp. on schedules,
Conduct contact programmes
Analysis the impact of
learning’s – through people
handling and productivity
Training Identify training needs and
conduct training programs
GL and TL Induction
PRDP Ensure TL & HCRC PRDP is
conducted every month and be
a part of quarterly review
along with the SBU head.
Ensure CSS development plan
and GL PRDP are carried by the
Area head HR.
HR Audit based on non Audit on process time,
negotiable standards for standards, and
HR creativity/innovation
One SBU per month
Action plan on Report
Lead time % of
weightage
• 80% module all the time 10%
• Module, Onroll and operative
gap report every Monday to
the National Head – HR –
Annex-A
• Cost per recruits should not
exceed the Rs. 700/- for CSS
and one month consolidated
salary for the support
functions
• Support - All positions should
be closed within 15 days of
raising PRF position should be
closed
In every June 15%
At least one per semester
Quarter
One per quarter –covering all
Sr.TL and HCRC; Minimum one
workshop for Accounts, service
and CRM in a year.
Once in a quarter – before
assuming the office
Quarterly report on PRDP 15%
15%
3rd week of every month
4th week of every month
CRC Visit Report Minimum 5 CRC a month – shall 05 meetings in a month 15%
focus primarily on Cities

Assessments Ensure assessment’s carried as Every quarter 15%

per the standards.
Ensure the recommendations
are send to Corp. and the
respective DRH a month in
advance.

Legal Handling all legal compliances Ongoing 10%

connected with employees.
Ensuring settlement is done on
time.
Ensuring medical emergencies
adhered on time
Ensuring Statutory compliances
are meet in the stipulated time

Monitoring HRMIS – process of all papers and needs as per Ongoing 5%

the process time matrix
 Area HR Head
Key Role Activities Lead time % of
weightage
Recruitment
CSS Driving and monitoring HR Associate on • 80% module all the time 15%
recruitment & his Direct CRC • Module, Onroll and operative
gap report every Monday to
the Regional Head – HR –
Annex-A
Support Raising PRF for additional position based on • PRF to be raised and
the approved organogram / replacement forwarded within 5 working
Sourcing CVs days of acceptance of
Arranging Interviews and finalization of resignation letter
candidates upto Officer level • The new position to be closed
Issuing offer and Appointment Letter and within 30 working days on
collection necessary documentation receipt of the approved PRF
Training and Development
NMIMS Identifying learners In every May/June 20%
implementation Mentoring and coaching learners Every CRC Visit
Monitor their performance Every CRC Visit
Training Soft Skill Training Minimum 05 Training programs of
2 hours each in a month during
his CRC visit. [will be support
with standard training modules]
PRDP Identification of potential TL through GCSS Quarterly report on PRDP 15%
Development Plan
Ensuring TLPRDP along with the HCRC and
work on the improvement areas
Field Visit Field Meeting 10 meetings in a month 15%
Report Recruitment and Retention review with HCRC All CRC visit
Employee Satisfaction Survey – Quarterly
Exit Interviews
Performance tracking of all CSS, GL and TL
Meeting with CRC Accountant, Service and
CRR. Conducting cross functional meetings in
the CRC
Legal • Tracking of absconding and • Monthly report on 15%
resignations, Resignation and absconding
• Outstanding/unalloted OYBS to the regional head
• Payment of Statutory to the Monthly report on statutory
respective office – ESIC monthly returns, Compliances. Both the
half yearly returns, payment of PT, report should reach the
renewal of contractual agreement, etc. Regional Head HR before
05th of every month
th
• Conducting exit interviews - For all Club 5 of every month, report on exit
qualifiers, OYBS, and SLP/NMIMS Champs analysis to his Regional Head and
copy to the SBU Head.

Monitoring HRMIS activities are adhered as per the process Daily basis 5%
time
 HR Associates

Key Role Activities Lead time % of

weightage
Recruitment FGF Implementation • 80% module all the time 25%
Campus Recruitment
Employment Exchange / other source • Module, Onroll and
operative gap report
every Monday to the Area
Head – HR – Annex-A

Training
Coordination with the MFW Monthly report on training by 5th 20%
leaders and STP of every month
Implementation of Euroshiksha
trainings Knowledge Capital
Training by HR EFL Introduction Minimum 10 Training
Associates and Payment Plan programmes of 2 hours each in a
addressing gaps and Welfare & Benefits month during his CRC visit. [will
grievances ESIC be support with standard training
Policies of organization modules]

PRDP Identification of potential GL Quarterly report on PRDP 15%

through CSS Development Plan
Conducting GLPRDP along with the
TL/ HCRC and work on the
improvement areas

Field Visit Report Field Meeting 10 meetings in a month 25%

Meeting with new CSS All CRC visit
Exit Interviews
Performance tracking of all CSS
Employees Satisfaction Survey –
Quarterly
Meeting with CRC Accountant

Legal Shop Act Compliance Every month 15%

ESIS, PF Compliance
Application blank
Absconding information
Resignation Checklist
Every month
Within 7 days of the date of
joining to be forwarded to Area
HR office
Report within 7days of visit to
area office
Resignation to be forwarded to
Area HR office within 7 days of
resignation
 CRC Visit Manual

• Role of HR Associate on CRC Visit

• Format of HR Associate CRC Visit Report

• Role of Area Head – HR on CRC Visit

• Format of Area Head HR CRC Visit Report

• Use of SAP on CRC Visit

 Role of HR Associate on CRC Visit

 Visit of all the CRCs in a month

 Recruitment through campus recruitment, placements, employment exchange
 Initiate actions against absconding cases with units and CDAs
 Initiate actions against on low performers
 Identify of CSS for potential GL
 Ensure the training – MFW and STPs are conducted by Sales Leader
 Follow up with HR coordinator on pending HR issues
 Agenda on CRC visit

• Morning field meeting

He must attend morning field meeting and check the attendance.

• Meeting with HCRC

o Pending HR issues – appointment letters, upgradation , confirmation,
final settlements, OYBS
o Proposed action on <5 sellers
o Proposed action on OYBS non performers
o Proposed action on absconding CSS

• Meeting with new CSS

o Checking whether they got their appointment letters, folders, ID card
and ESIS cards
o Checking whether they have undergone MFW, STP programs
o Conducting test of new CSS after completion of 60 days

• Training conducted during visit

EFL Introduction
Payment Plans
Welfare and Benefits
ESIS

• CRC visit report

Within 2 days of visit, a report in standard format must be sent to Regional
Sales Head, Area Sales Head, HCRC, Regional HR Head, Area HR Head
 Format of standard CRC visit report – for HR Associates

CRC Visit Report

Name of CRC
Date of visit
Name of HR Associate
Place of Field Meeting
Starting time of field meeting
Name Present
HCRC

Team Leaders

Morning
Field
Meeting
Group Leaders

Manpower Status
Product Actual

Module

ON Roll

CSS Present during field meeting

Meeting Pending HR Issues discussed with HCRC

 Appointment letters

Confirmations

Upgradations

OYBS

Final Settlement

Performance meeting with HCRC

No. of <5 sellers ( should carry
Performance detail report)
Proposed action by HCRC

with HCRC Proposed action by HCRC on OYBS

non performer
Absconding case
No. of Absconding cases ( must
compile list)
Proposed action by HCRC

Training by HCRC

No. of CSS undergone MFW

Date of MFW

No. of CSS undergone STP

Date of STP

Meeting with New CSS

Meeting No. of new CSS ( 0 – 3 months)
with New
CSS Pending appointment letters
Pending ESIS card, ID card
Own Training Program
Training Name of Training Program
No. of CSS attended training program
Support Manpower
 TOTAL MANPOWER MODULE ACTUAL DIFF.
SERVICE DIVISION
STORES
Support
ACCOUNTS
Manpower
CRM
OFFICE BOYS
TOTAL
Health Check of CRC
EXCELLE
PARAMETERS AVERAGE POOR
NT

BASIC INFRASTRUCTURE

CLEANLINESS & HYGIENE

SECURITY SERVICES

NOTICE BOARD

HELP DESK

Record Keeping
1. PERSONAL FILES
2. ATTENDANCE SYSTEM
3. LEAVE RECORDS
4. PROVIDEND FUND
5. ESI
6. OYBS
7. SHOP ACT
8. EX EMPLOYEES
9.TRAINING & DEVELOPMENT
10. ANY INITIATIVE
Remarks
 Role of Area Head – HR on CRC Visit

 Visit of all the CRCs in a quarter

 Recruitment and Retention Review alongwith HCRC and HR Associate
 Counseling of GL and TL on retention
 Review absconding cases with units and CDAs alongwith HCRC and HR Associate
 Review and counseling of low performers
 Identify of GL for potential TL
 Review of the training – MFW and STPs are conducted by Sales Leader
 Review of progress of NMIMS and SLP participants
 Cross functional meet at CRC level
 Conducting PRDP for potential GL and TL
 Agenda on CRC visit

• Morning field meeting

He must attend morning field meeting

• Meeting with HCRC

o Recruitment and Retention Review
o Proposed action on GL/TL with low retention
o Review of actions against low performer and OYBS non performers
o Conducting PRDP of potential GL and TL
o Review of absconding CSS

• Meeting all NMIMS and SLP participants

• Training conducted during visit

Soft skills

• Cross function meeting with HCRC, Service and Accounts

• Verification of certain data with Accounts and Service

• CRC visit report

Within 2 days of visit, a report must be sent to Regional Sales Head, Area Sales
Head, HCRC, Regional HR Head and National HR Head
 Format of standard CRC visit report – for Area Head - HR

CRC Visit Report

Name of CRC

Date of visit
Name of Area Head HR
Place of Field Meeting
Starting time of field meeting

Name Present
HCRC

Team Leaders
Morning Field Meeting

Group Leaders

Manpower Status

Product Actual SAP

Module

ON Roll

CSS Present during field meeting

Meeting Review of Recruitment and Retention with HCRC

with
Opening on Roll i.e. last visit closing
 Recruitment between last and
current visits
Exit between last and current visits
Closing on Roll
Operatives
Reason for GAP between On Roll and
Operative
Reasons for Exit (if possible conduct
telephonic exit interview)
Performance meeting with HCRC
No. of <5 sellers ( should carry
Performance detail report)
Action taken by HCRC
HCRC Action taken by HCRC on OYBS non
performer
Absconding case
No. of Absconding cases ( must
compile list)
Action taken by HCRC
PRDP
No. of Potential GL
PRDP is conducted in his presence by
HCRC
No. of Potential TL
Whether PRDP is conducted in his
presence by HCRC
Meeting with NMIMS and SLP Participants
Meeting No. of Graduates
with No. of NMIMS and SLP
NMM
Whether you had a discussion on their
progess
Own Training Program
Trainin
Name of Training Program
g
No. of CSS attended training program
 Verification of Certain Data with Accounts and Service

PARTICULARS Checked YES/NO

Physical Verification Cash in Petty Cash
&Collection Cash Book
Random check of some models Physical Stock with
Stock Bk
Shops & Establishment Certification Validity Date
Advances outstanding Register
ESI/PT payments (challens to be verified)
Icr/Iccr Outstanding Statement as on date
Long Unit outstanding in Crc
Cheques Deposited but not cleared(cross check
with BRS)
Office Enquiries (Register to be maintained by
CRR)
Reinstallation Revenue details ( CRR Report)
Customer units lying in Service(Reasons for Delay)
Cash vouchers random cross check
Resignation Checklist Pending (Reason for not sent
to HRD)
Staff Attendance Register (Incoming&Outgoing
Time Check)
All Department meeting (Suggestion,Queries,Needs
for CRC)
Minutes of Cross Functional Meeting
Please attach the minutes of the meeting alongwith this report
Remarks
 Use of SAP on CRC Visit

SAP Reports to be used during CRC Visits

 Action Reports
• Employee Retention Report
• Attrition Analysis Report
• Total Hiring Source Analysis
• Total Resignation Report
• Sales Landmark achievement Report

 Productivity Reports
• Employee FGF Productivity Report
• OYBS Transfer Performance Check Report
• Employee Performance Detail Report
• GCSS Productivity Report
• CSS Productivity Report
• Absconding employees Report

 MIS Reports
• Total Bikes Detail Report

 Manpower Reports
• On Roll Report
• Manpower Health Report
 Monthly MIS

Period HR Associate Area Head Regional Head HR Coordinator

Onroll to Onroll to Operative Onroll to Operative Pending at HO

Operative
Weekly Recruitment Recruitment Recruitment
CRC Visit Report

CRC Index Area Index Report Regional Index Confirmation/Upgra

Report Report -dation /Increments
CRC Training Area Training Report Regional Training Appointment
Report Report
Absconding Absconding Report Absconding Report FGF Payment
Report Report
Monthly Support Manpower Support Manpower PF Pending at HO
Report Report
Travel Plan Travel Plan Travel Plan Gratuity Pending at
HO
Zero Sellers/less Zero Sellers/less Mediclain Pending
thant 5 sellers Action thant 5 sellers Action at HO
Report Report
Final Settlement
Report

CRC PRDP Area PRDP Report Regional PRDP

Report Report
Quarterly GL Induction Report TL Induction Report
Absconding Action Absconding Action
Report Report

NMIMS Performace SLP Performance

Yearly
Report Report