Business Policy and Strategic Management (BPSM)

Assignment – 3 Case Studies

‘They can’t replicate your people’ –

Leadership through differentiated HR
practices

Amity Business School,

Amity University,
Sector – 125, Noida

SUBMITTED TO:- SUBMITTED BY:-

Prof. (Dr.) B.K. Srivastava
Professor & HOD
(Operations Management)
Corporate Quality Facilitator
Sr. Vice President (RBEF)
Indana Abhinav (109B44)
Anil Kumar Yadav (109B55)
Sumit Kumar (109B50)
Vineet Raj Tokas (109B25)
Dinkar Gupta (109B35)
 Case – Study No. 1

HR Practices followed and implemented in Delhi

International Airports Pvt. Ltd. (DIAL)

Company Logo

Delhi International Airport Pvt. Ltd. (DIAL):-

DIAL is a joint venture consortium of GMR Group (54%), Airports Authority of India (26%)
and Fraport & Eraman Malaysia (10% each). In January 2006, the consortium was awarded
the concession to operate, manage and develop the IGI Airport following an international
competitive bidding process. DIAL entered in to Operations, Management and Development
Agreement (OMDA) on April 4, 2006 with the AAI. The initial term of the concession is 30
years extendable by a further 30 years.

Besides upgrading the existing terminals, DIAL has already commissioned a new runway 11-
29 at IGI Airport on September 25, 2008. The commercial operations has also commenced at
new Domestic Terminal from 19th April, 2009.
The modern domestic terminal (Terminal 1D) features several new facilities which will
improve the travel experience of domestic departure passengers flying out of Delhi. It raises
domestic departure capacity of IGIA to 10 million passengers per annum and has modern 4
level in-line baggage handling system to eliminate baggage X-ray prior to check in. The new
terminal also has 72 check-in counters & 14 security channels that will ensure quick
processing. It is also provided by spacious security-hold area with extensive seating,
passenger amenities like Lounges, F&B and retail.

In addition, the construction work on an integrated passenger terminal (Terminal 3) is

underway. The first phase of the airport is designed to handle 60 million passengers per
annum (mppa). This phase will be completed and fully operational before the Commonwealth
Games in 2010.

This development would form just the first phase of the airport expansion. In subsequent
stages, the airport will be further developed with the increase in passenger demand and more
terminals and runways would be added in a modular manner to form a U shaped complex
with an ultimate design capacity of 100 million passengers per annum.

Vision

“To be a world class organization, Providing leadership in air traffic services and airport
management and making India a major hub in Asia Pacific region by 2016”.

Mission

“To achieve highest standard of safety and quality in air traffic services and airport
Management by providing state-of-the-art- infrastructure for total customer satisfaction,
contributing to economic growth and prosperity of the nation”.
 Organization Structure

The entire organization is headed by the Honorable Board of Directors followed by the Chief
Officers and then subsequently followed by the Heads of the Departments, Managers,
Assistant Managers, and Trainees …etc.

The Board of Directors are:-

1. G. M. Rao, a mechanical engineer by profession, is the Group Chairman – GMR

Group and Chairman of DIAL. He has been leading the GMR Group since its
inception in 1978.

2. Kiran Kumar Grandhi heads Delhi International Airport Private Limited and GMR
Hyderabad International Airport Limited as Managing Director. He heads the
business development for the aviation sector of the GMR Group as Chairman –
Airports Business.
3. Srinivas Bommidala has over 22 years of wide ranging experience in infrastructure,
service and agriculture sectors. He was instrumental in setting up new projects in
infrastructure areas in a cost and time efficient manner. Earlier, he was Managing
Director of Delhi International Airport P Ltd, GMR Power Corporation P Ltd and
Vemagiri Power Generation Ltd. He is Chairman – Urban Infrastructure and
Highways, GMR Group.

4. K Narayana Rao is a Chartered Accountant, Cost Accountant, Company Secretary

and Management Accountant. He is having 28 years of experience and for the last 9
years has been working with GMR Group. Earlier he was Managing Director of GMR
Industries Limited. He has rich experience in dealing with various Banks, Financial
institutions, and Government agencies. He is a member in the Managing Committee
of ASSOCHAM, FICCI, Indian Sugar Mills Association, South India Sugar Mills
Association and AP Distillery Association.
The Board of Directors are well supported by the Chief Officers. They are:-

1. Chief Executive Officer (CEO).

2. Chief Commercial Officer (CCO).
3. Chief Operating Officer (COO).
4. Chief Financial Officer (CFO).

They are in turn supported by the Heads of the Departments. Some of them are as follows:-

1. Procurement Head.
2. Human Resources Head.
3. Marketing Head.
4. Public Relations Head.
5. Finance Head.

And So on……

They are followed by the Managers, Assistant Managers, and Trainees …etc.

The Organization Structure is similar to a MATRIX STYLE structure.

Recruitment & Selection Procedures
Training & Development Policies and Procedures
PMP Process
 Employee Rating System

A Five – Point Rating system is followed. The Bifocations are as follows:-

It can be observed that point 3 itself has reached 100% implying that the employee has to
perform well beyond his expectations and go an extra mile to achieve or even stand to have a
chance for promotion, bonus, benefits …etc.

The Points are INTERPRETED as follows:-

1. Completely below expectations.

2. Below expectations.
3. Meeting expectations.
4. Exceeding expectations.
5. Far – Exceeding expectations.

Employees having points 1 are asked to leave the organization and employees having points 5
are in line for promotions, benefits …etc.
Sample Performance Appraisal Form
PLEASE NOTE, EXTREMELY IMPORTANT:-

The Performance Appraisal Form shown above is the PROPERTY OF DIAL with
COPYRIGHTS and is shown here with required permission and must be used purely for
academic reference only. Therefore, both part or complete copy and its transmission in any
form of media is a LEGAL OFFENCE.
 Case – Study No. 2
HR Practices followed and implemented in HCL

HCL ENTERPRISE

Hindustan Computers Limited, also known as HCL Enterprise, is one of India's largest
electronics, computing and information technology company. It is a 32-year-old leading
Global Technology and IT enterprise, with USD 5.0 billion revenue 60,000 professionals and
operations spanning 23 countries. The 3-decade-old enterprise, founded in 1976, is one of
India's original IT garage startups. Its range of offerings spans Product Engineering, Custom
& Package Applications, Business Process Outsourcing, IT Infrastructure Services, IT
Hardware, Systems Integration, and distribution of ICT products. Since its inception, HCL
Enterprise has grown to become what it is today under the strong leadership and guidance of
Shiv Nadar (Founder, Chairman and Chief Strategy Officer). Based in Noida, near Delhi, the
company comprises two publicly listed Indian companies, HCL Technologies and HCL Info
systems.

Vision Statement

“It is the most preferred employer and principal taking leading edge IT products and services
to the masses through sustained excellence.”

Mission Statement

“We shall increase the shareholders‟ value by improving the PAT through free cash flow,
reducing the BR cycle, inventory levels, wastage.”
AWARDS & RECOGNITIONS
 HCL TECHNOLOGIES

HCL Technologies is India‟s 4th largest leading global IT Services companies, providing
software-led IT solutions, Remote infrastructure management services and BPO. Having
entered the global IT landscape in 1999 after its IPO, the company focuses on
Transformational Outsourcing, working with client. The company leverages an extensive
global offshore infrastructure and its global network of Offices in 17 countries to deliver
solutions across select verticals including Financial Services, Retail & Consumer, Life
Sciences (Clinical Research services in CDM and Biostatistics) & Healthcare, Aerospace,
Automotive, Semiconductors, Telecom and ME (Media & Entertainment). For the fiscal year
ending June 30, 2007, HCL Technologies, along with its subsidiaries recorded revenues of
US $ 1.7 Billion and employed 52,000 professionals. HCL BPO Services provides a
comprehensive range of Voice/Web based contact and front office services. It represents
HCL Technologies‟ most significant strategic business extension and investment to date.

HCL BPO Services currently operates out of various locations in India, Malaysia and
Northern Ireland. HCL has its offices across the world with the major development centers in
Kolkata, Noida, Bangalore and Chennai.

HCL TECHNOLOGIES, SECTOR 59, NOIDA

HCL BPO, a division of HCL Technologies Limited started its venture early in 2001 and is
now a dominant player in the BPO field drawing revenue of USD 232.15 Million. With Over
11,400 professionals operating out of India, UK and USA, HCL BPO runs 21 delivery
centers. HCL BPO offers 24X7 multi channels, multilingual support in eight European
languages.

HCL BPO excels at developing reliable and scalable solutions for essential business
Processes, consecutive with industry best practices and metric-based Quality norms. This is
supported by a thriving technology infrastructure, strong human resources, a customized
Training program and transition framework. HCL Technologies on the other hand, focuses on
Transformational Outsourcing, working with clients in areas that impact and re-define the
core of their business. The company leverages an extensive global offshore infrastructure and
its global network of offices in 23 Countries to deliver solutions across select verticals
including Financial Services, Retail & Consumer, Life Sciences & Healthcare, Hi-Tech &
Manufacturing, Telecom and Media & Entertainment (M&E). HCL Technologies caters to
the global market in areas like product Engineering, research & development, enterprise &
custom applications, infrastructure Management and BPO services.

JOB SPECIFICATIONS AND PROFILE

JOB SPECIFICATION IN HCL BPO:-

 Attending inbound.

 Solving customer queries.

 Managing and updating customer & client database.

 Acting as a primary interface for all customer service enquiries.

 Ensuring all unresolved faults, queries and complaints are passed onto the next level
of support.
  Fully adhering to the complaints and escalation system and procedures.

 Handling inquiries and reporting to Concerned Authorities.

 Undertaking other duties as required by the Assistant Manager.

DESIRED PROFILE OF A CANDIDATE:-

 Excellent Communication Skill

 Graduate, Undergraduate/Postgraduate

 Excellent command over spoken English.

 Experience from other industry will be considered.

 Ability to work as part of a team and/or on your own initiative.

 Positive attitude and value based outlook.

 Patience, perseverance and adaptability.

 SOURCES OF RECRUITMENT IN HCL TECHNOLOGIES

Advertise Consultants
ments Employee
Homing Referrals
Portals pigeon

Talent
express
Campus
Walk in

Job fair

HCL BPO

 ADVERTISEMENT

It is popular method seeking recruits; as many recruiters prefer advertisement because of

their wide reach. Advertisement describes the job benefits, identify the employer and tell
interested candidates how to apply. Newspaper is the most common medium and it can
also be placed in business journals.

Advertisement must contain proper information like the job content, working conditions,
location of job, job specification and growth aspect. The advertisement has to sell the idea
that the company and job are perfect for the candidates. It is probably the most common
method. Advertising allows the employer to reach a wider audience. The choice of
advertising media (e.g. national newspaper, internet, specialist magazine etc.) depends on
 the requirement for the advert to reach a particular audience and, crucially, the advertising
budget.

ADVERTISEMENT CHARACTERISTICS:-

 Accurate:- describes the job and its requirements accurately.

 Short:- not too long-winded; covers just the important ground.
 Honest:- does not make claims about the job or the business that will later prove false
to applicants.
 Positive:- gives the potential applicant a positive feel about joining the business.
 Relevant:- provides details that prospective applicants need to know at the
application stage (e.g. is shift working required; are there any qualifications required)

 EDUCATIONAL INSTITUTIONS

College, universities, institutes are fertile ground for recruiter; HCL recruits candidates
from different campuses every year. Each college has a placement officer to handle
recruitment function. Recruiter coordinate date of interview with these officers
accordingly then visit different institutes and hire suitable candidates. It‟s a time
 consuming process but major source of recruitment for HCL TECHNOLOGIES. Students
have to go through all the stages of recruitment and if he/she gets selected then offer is
made to them. Offered candidate can join after the completion of his/her education as per
the date of joining given to them in the offer letter. In this way, HCL TECH. provides
platform to freshers through campus placements.

 EMPLOYEE REFERRAL

Employees can develop good prospects for their families and friends by acquainting them
with the advantage of a job with the company, furnishing them with introduction and
encouraging them to apply. This is very effective means as many qualified people can be
reached to the company.

The other advantages are that the employees would bring only those referrals that they
feel would be able to fit in the organization based on their own experience. The
organization can be assured of the reliability and character of the referral. In HCL TECH.
an employee can refer his or her candidate and if the referral gets selected and reaches the
stage of joining the existing employee of HCL who referred the candidate gets RS. 3500
after the completion of three months of the selected candidate‟s joining in the
organization.

In this way, HCL Technologies fulfills social obligation and creates goodwill.

 WALK INS & TALK INS

The most common and least expensive approach for candidates is direct application, in
which job seekers submit resumes. Direct applications can also provide a pool of potential
employees to meet future needs.

For organization, Walk INS are preferable as they are free from the hassles associated
with other methods of recruitment. In Walk Ins candidates come to know about
interviews through different sources like friends who have already faced interview in
HCL or through Talent Express which is the company‟s official website for updating
about any new vacancies.
 PORTALS

HCL uses different portals like NAUKRI.COM, MONSTER.COM, etc. as another source
of recruitment. Advertisements regarding the openings in HCL are displayed on these
websites. In this way the person who is searching for job on these portals comes to know
about openings in HCL and can apply for the same. Such portals have separate section
where in, aspirants can submit their resume in this way, these portals provides a wider
reach.

 JOB FAIR

Job fair is also referred commonly as a career fair or career expo. It is a fair or
exposition for employers, recruiters and schools to meet with prospective job seekers.
Expos usually include company or organization tables or booths where resumes can be
collected and business cards can be exchanged. In the college setting, job fairs are
commonly used for entry level job recruiting. Often sponsored by career centers, job
fairs provide a convenient location for students to meet employers and perform first
interviews .It is where several companies come under one roof for seeking
eligible candidates who can join their company, after going through
certain recruitment process followed by them.

 CONSULTANTS

They are in profession for recruiting and selecting candidates. They are useful as they
have nationwide contacts and lend professionalism to the hiring process. However, the
cost can be deterrent factor. HCL deals with different consultancies like Talent hub,
Midas, Mascot, Signature staff and many more. These consultants pipeline the candidates
for interview through different contacts by searching on job portals. HCL recruiters visit
these venues which are consultancies and hire candidates from there through recruitment
process. In consideration consultants charge certain amount as per hiring or service
provided by them.
 HOMING PIGEON

In this source, calling is done to HCL previous employees who left the organization due
to any reason and during call duration HCL representative who is making the call to
previous employees asks them whether he/she still is willing to join organization again. If
the response is positive then we call that employee for rejoining case.

 TALENT EXPRESS

This website belongs to HCL. It is the website on which any person can upload their
resume for the current opening. The resumes are filtered by HCL and calls are made to
short listed candidate and date of interview is given to them so that candidate go through
the process of recruitment. The opening is displayed in the below manner:-

Line of
Function Position Location Schedule Details Desired Skills View
Business

Walk-in Dates: Monday to Satur Desired Skills:

Technical Time: 11 am to 7 pm
Operations
Telecom Support Noida • Education: Diploma / UG / PG ( View
Voice • Desired Qualification : BE/B.Te
officer

Walk-in Dates: Monday - Saturd Job Description for Customer Su

CUSTOMER Time: 11 am to 7 pm Desired Skills:
Operations
Telecom SUPPORT Noida View
Voice · Education: Graduate in any dis
EXECUTIVE
 PROCESS OF RECRUITMENT & SELECTION

DIFFERENT ROUNDS IN THE RECRUITMENT PROCESS AT HCL

TECHNOLOGIES

RECRUITMENT PROCESS AT HCL:-

Recruitment process in HCL technologies consist of different stages. It includes three stages
of interview which deal with different aspects of job specification. After passing the three
interview rounds, the candidate has to give an online examination. If a candidate gets at least
passing marks in the online examination, offer is made to selected candidate and certain
formalities are completed by the candidate which include filling documents like declaration,
application blank, pre-interview form, background verification form. A date of joining is
given to the candidate, on which they have to bring all of their original documents for
verification.
On the date of joining, verification of all the original documents is done and submission of
photo copies is carried out.

After completing the documentation formalities, PRU (which is process resource update) is
filled online, it includes all the details of candidate.

Next stage, by which candidate have to go through is medical checkup. After joining
formalities are completed a date of induction is given to candidate.

TELEPHONIC ROUND

Call is made to candidate from the data which is result of different sources of recruitment.
Few questions are asked on telephone like whether the candidate is interested in joining
HCL in BPO services. If response is positive certain questions are asked to check the
communication skills of the candidate. If its suitable, then date of interview is given to
them with other information like address where the interview is to be held & candidate
have to bring copy of resume on the date of interview.

INITIAL ROUND

This is round in which face to face conversation is done between interviewee &
interviewer. Certain words are given to candidates to pronounce to check their command
over English pronunciation. Certain questions are asked to the candidate to check there
grammatical knowledge of English. Generally questions which are asked belong to past,
daily routine, etc.

There are certain parameters on which candidate is tested:-

 PRONUNCIATION:- The way one pronounces certain words of English.

This is one of the important parameters which candidate must fulfill. Words
include closer, pleasure, leopard etc.
 GRAMMATICAL KNOWLEDGE:- When any questions are asked
about the candidate‟s past experiences or in the past tense, the candidate is
expected to use proper tenses like had, were, used to ,etc. when sharing their past
experience. This parameter plays very important role in the selection of candidate
for second round.

 INTERACTIVE SKILL:- The candidate must have good communication

skills, must be able to interact easily. When questions are asked to the candidate
he/she must be able to communicate easily.

 CONFIDENCE:- Confidence level of the candidate is also checked like how

well they present their words in front of the interviewer. When questions are asked
to the candidate he must be confident at the time of giving answers.

 ATTITUDE:- Candidate must have positive attitude at the time of interview,

must be able to present himself in right and positive manner and also be able to
make an impact on the interviewer.

 VOICE & ASCENT ROUND:- In this round, the assessor asses the
candidate on his/her grammatical knowledge of English. The candidate again
needs to pronounce few more words in front of the assessor. Minimum passing
marks which are required to qualify for the next round is 16 in this round.
 OPERATIONS ROUND

In the assessor checks the suitability of the candidate for different openings. Like, if there
are two openings:-

 TECHNICAL SUPPORT OFFICER

 CUSTOMER SENIOR EXECUTIVE

For technical support, the candidate must have technical background like B.tech, B.E.,
etc. & must be able to answer the questions asked regarding technical field. Candidates
are made to appear for a technical interview in which their technical
competence is evaluated for the requirement and is captured by the
Technical interviewer in the Interview Feedback Form.

Similarly, for the opening of customer senior executive, the candidate must be able to
answer the questions like

 What‟s his or her understanding by customer service?

 What are the qualities a CSE must have to deal with customer?

& many more questions….

Candidate need to give right answers and selection depends upon the way one presents his
answers which must be in structured form and use of incomplete sentences should be
avoided. If candidate gets selected in this round, next stage which is faced by the
candidate is the online exam.

ONLINE EXAMINATION

This online exam includes 50 questions including aptitude, technical, grammar & desktop
familiarity. Each question carries 2 marks.

Candidate must have a minimum score of 70 marks to pass in this round. It includes: -
1. APTITUDE TEST:-

Aptitude tests measure whether an individual has the capacity or latent ability to learn a
given job if given adequate training. The use of aptitude test is advisable when an
applicant has had little or no experience along the line of the job opening. Aptitudes tests
help determine a person‟s potential to learn in a given area. An example of such test is the
general management aptitude tests (GMAT), which many business students take prior to
gaining admission to a graduate business school programmed. Aptitude test indicates the
ability or fitness of an individual to engage successfully in any number of specialized
activities. They cover areas like clerical aptitude, numerical aptitude, mechanical aptitude,
motor co-ordination, finger dexterity and manual dexterity. These tests help to detect
positive & negative points in a person‟s sensory or intellectual abilit y. They focus
attention on a particular t ype of talent such as learning or reasoning in
respect of a particular field of work.

Forms of aptitude test :-

 Mental or intelligence tests :-

They measure the overall intellectual ability of a person and enable to know whether
the person has the mental ability to deal with certain problems.

 Mechanical aptitude tests:-

They measure the ability of a person to learn a particular type of mechanical work.
These tests helps to measure specialized technical knowledge and problem solving
abilities if the candidate. They are useful in selection of mechanics, maintenance
workers, etc.

 Psychomotor or skills test :-

They are those, which measure a person‟s ability to do a specific job. Such tests are
conducted in respect of semi- skilled and repetitive jobs such as packing, testing and
inspection, etc.
2. GRAMMER TEST:- It includes fill in the blanks of English based on tenses,
arrangement of sentences, completion of English sentences, etc. It includes questions
related to vocabulary. The objective of this study is to check the knowledge of English of
a candidate.

3. TECHNICAL TEST:- Candidates are made to appear for an online technical

exam in which their technical competence is evaluated for the requirement. In this
technical knowledge of the candidate is checked again.

4. DESKTOP FAMILIARITY:- Knowledge of computers is checked in this

section of the online examination. It is used to measure the familiarity of the candidates
with computers.

 If a candidate scores at least 70 marks out of 100 in this online examination, the
offer is made to the candidate.
 At the same time, if a candidate gets rejected in any of the round, he /she can
reapply after 3 months in HCL Technologies.

Selection Process at HCL

Before the final selection process starts, following steps are undertaken -
i) Short-listing the appropriate candidates through their Bio data.
ii) Interviews with HR as well as Functional Head, and Department head to ensure that
the process is effective.
iii) PI test are generally carried out for engineering and executive level.

The no. of factors taken into consideration before selection are:-

i) Experience
ii) Qualification
iii) Previous salary
Once the candidate is selected, he needs to fulfill a number of formalities
that includes:-

1. Application Form:- Selected candidates need to fill in an application form that

contains important information like- caste, religion, birthplace, address, work
experience etc.

2. Reference Checks:- selected candidates are also asked to fill in a reference check
form that demands for information regarding the name, address, designation,
organization and relationship of the hired candidates with the references given by
him.

3. Joining book:- selected candidates also need to fill a sixty page file that contains
important terms and conditions regarding company‟s network usage policy etc.

BACKGROUND INFORMATION

HCL requests names, addresses, and telephone numbers of references f or the

purpose of verifying information and perhaps, gaining additional background
information on an applicant.

References are not usuall y checked until an applicant has successfull y

reached stage of selection process.

Previous employers are preferable b ecause they are already aware of the
applicant‟s performance.

It normally seeks letters of reference or telephone references. The latter is advantageous

because of its accuracy and low cost. Previous employers, known as public figures, university
professors, neighbors or friends can act as references. Previous employers are preferable
because they are already aware of the applicant‟s performance. But, the problem with this
reference is the tendency on the part of the previous employers to over-rate the applicant‟s
performance just to get rid of the person. The telephone reference also has the advantage of
soliciting immediate, relatively candidate comments and attitude can sometimes be inferred
from hesitations and inflections in speech.

It may be stated that the information gathered through references hardly influence selection
decisions. The reasons are obvious:-

 The candidate approaches only those persons who would speak well about him.
 People may write favorably about the candidate in order to get rid of him or her.
 People may not like to divulge the truth about a candidate, lest it might damage or
ruin his/her career.

SELECTION DECISION

After obtaining information through the preceding steps, selection decision- the most critical
of all the steps- must be made. The other stages in the selection process have been used to
narrow the number of the candidates. The final decision has to be made the pool of
individuals who pass the tests, interviews and reference checks.

The view of the line manager will be generally considered in the final selection because it is
he/she who is responsible for the performance of the new employee. The HR manager plays a
crucial role in the final selection.

MEDICAL EXAMINATION
After the selection decision, the candidate is required to undergo a physical fitness test. A job
offer is, often, contingent upon the candidate being declared fit after the physical
examination. The results of the medical fitness test are recorded in a statement and are
preserved in the personnel records. There are several objectives behind a physical test.
Obviously, one reason for a physical test is to detect if the individual carries any infectious
disease. Secondly, the test assists in determining whether an applicant is physically fit to
perform the work. Thirdly, the physical examination information can be used to determine if
there are certain physical capabilities, which differentiate successful and less successful
employees. Fourth, medical check-up protects applicants with health defects from
undertaking work that could be detrimental to them or might otherwise endanger the
employer‟s property. Finally, such an examination will protect the employer from workers
compensation claims that are not valid because the injuries or illness were present when the
employee was hired.

There are several objectives behind a physical test: -

 One reason for a physical test is to detect if the individual carries any infectious
disease.

 Secondly, the test assists in determining whether an applicant is physically fit to

perform the work.

 Thirdly, the physical examination information can be used to determine if there are
certain physical capabilities, which differentiate successful and less successful
employees.

 Fourth, medical check-up protects applicants with health defects from undertaking
work that could be detrimental to them or might otherwise endanger the
employer‟s property.

 Finally, such an examination will protect the employer from workers compensation
claims that are not valid because the injuries or illness were present when the
employee was hired.

After passing through the medical checkup the results are positive then PROCESS
RESOURCE UPDATE of new joiners is done.
 JOB OFFER

The next step in the selection process is job offer to those applicants who have crossed all the
previous hurdles. Job offer is made through a letter of appointed. Such a letter generally
contains a date by which the appointee must report on duty. The appointee must be given
reasonable time for reporting. This is particularly necessary when he or she is already in
employment, in which case the appointee is required to obtain a relieving certificate from the
previous employer. Again, a new job may require movement to another city, which means
considerable preparation, and movement of property. The company may also want the
individual to delay the date of reporting on duty. If the new employee‟s first job upon joining
the company is to go on company until perhaps a week before such training begins.
Naturally, this practice cannot be abused, especially if the individual is unemployed and does
not have sufficient finances. Decency demands that the rejected applicants be informed about
their non-selection. Their applicants may be preserved for future use, if any. It needs no
emphasis that the applications of selected candidates must also be preserved for the future
references.

DOCUMENTATION

APPLICATION FORMS

Application form is a traditional and widely used device for collecting information from
candidates. It should provide all the information relevant to selection, where reference for
caste, religion, birth place, may be avoided as it may be regarded an evidence of
discrimination. Application forms are to be filled by candidates which include Bio-data,
education, other information of candidates like:-

 DATE OF BIRTH
 PRESENT& PERMANANT ADDRESS
 INFORNATION ABOUT FAMILY.
 DETAIL RELATED TO EDUCATION
  DETAILS OF PREVIOUS ORGANIZATION (IF A CANDIDATE HAS ANY
WORK EXPERIENCE).
 DISCLOSER REGARDING HEALTH.
 DISCLOSER REGARDING CRIMINAL RECORD.

FOLLOW-UP

The Recruitment Cell does a follow up with the candidate who is extended an offer to ensure
candidate is joining within the stipulated time.

DATE OF JOINING

At the time when offer made to candidate date of joining is given to

candidate .On date of joining candidate must bring all his/her original
documents as well as photo copies with them.

When candidate visit on the date of joining, all their original documents are
checked & submission of photo copies is to be done for maintaining record.

PROCESS RESOURCE UPDATE

In this all the details of candidate are filled online which is very important for the
organization to keep record of the candidate online, so whenever any information is required
it can be found out easily. It include personal details of candidates, educational information,
name of the person who hired the candidate, in other words name of the recruiter, name of the
assessor who took voice and ascent round, operations round with the score of candidate
obtain in all the round including online examination details.

It also includes the process for which he/she hired for and for which profile, the CTC (cost to
company) with date of offer and actual date of joining. After updating the information certain
code is given by the system for every candidate which acts as identity for candidate.
 FINAL EMPLOYMENT DECISION

It is a final step. In this step company makes a very important decision. After all these
processes follow up is done i.e., the selected person is induced and placed at the right job.
New employees are sent in batches for the purpose of commencement of their training.
Training is provided on regular basis to the new employees of HCL.
 Case – Study No. 3

HR Practices followed and implemented in Infosys

INTRODUCTION OF INFOSYS

Established in 1981, Infosys is a NASDAQ listed global consulting and IT services company
with more than 105,000 employees. From a capital of US$ 250, we have grown to become a
US$ 4 billion company with a market capitalization of approximately US$ 27 billion.

In our journey of over 28 years, we have catalyzed some of the major changes that have led
to India's emergence as the global destination for software services talent. We pioneered the
Global Delivery Model and became the first IT Company from India to be listed on
NASDAQ. Our employee stock options program created some of India's first salaried
millionaires.

HR Policies of ‘INFOSYS’

Work at Infosys:-

A feeling of energy and vitality, of freshness, of a place where people work in a campus like
facility and culture, are unafraid to voice new ideas, of a place where there is minimal
hierarchy. Robust people management practices enable Infosys to create this environment
for its employees. This is what distinguishes Infosys among other technology companies,
enabling Info scions to excel and innovate in what they do for their clients and in what they
stand for as a company.
Continuous learning:-

The spirit of learn ability among Infosys people and an organizational commitment to
continuous personal and professional development keeps Infosys at the forefront in a fast-
changing industry.

Their Framework for continuous learning at Infosys is built around a number of focused
programs for their employees. These range from major initiatives such as the Infosys
Leadership Institute to various ongoing management development and personal improvement
programs. They complement a host of technology advancement and ongoing training options.
Dedicated organizations or groups within Infosys lead these initiatives. Infosys investment in
people and infrastructure to build a holistic learning framework demonstrates their
commitment to continuous learning and building intellectual capital for their employees. This
learning framework is continuously enhanced with new programs and the latest learning
techniques - and close-knit coordination across these initiatives ensures that it meets the
different learning needs of their employees in specific areas of technology, management,
leadership, cultural and communication skills, and other soft skills. Apart from formal
programs - a typical example of an informal employee-driven program is the Infosys
Toastmasters Club, formed in2000. The mission of this club is to provide a mutually
supportive and positive learning environment to develop communication and leadership skills
to foster self-confidence and personal growth. The club has been recognized by Toastmasters
International and joins the roster of other recognized Corporate Clubs around the world
(including those of Microsoft, Boeing, Citicorp and Sun Microsystems).

Fun and culture:-

Life at Infosys is full of events - where employees can pursue their interests in areas as varied
as arts, culture, or sports. The objective is to ensure that employees are not confined to their
desks.

Employees express their various skills and interests through forums that include an "Art
Gallery" on campus dedicated to displaying the works of Info scions, daily quiz competitions,
and regular music meetings that keep the place abuzz with creativity. Inculcom is the base
organization that hosts cultural programs for Info scions. Each event emphasizes a specific
area like music, dance, or quiz. These programs are generally not competitive, but a
competitive element is sometimes added to enhance enthusiasm and to bring out the best in
our people. Under Inculcom, there are sub groups like the IQ Circle (Quizzes), Shruthi (the
classical music club), Dramatix (the drama club), and Vakchaturya (forum for self-
development).

In sync:-

The key to employee involvement in organizations is the sharing of information about

business performance, plans, goals, and strategies. What happens by a shout across the
corridor in a smaller organization, calls for a more systematic process in a large organization
like Infosys? In Sync is Infosys„s internal communication program focused on keeping the
Info scion abreast of latest corporate and business developments, and equipping him or her to
be a "brand ambassador" for the company. This program combines a communication portal
with workshops, monthly newsletters, articles, daily cartoons and brainteasers to synchronize
each Info scion with the organization.

Careers:-

Infosys has a vision of where they want to go, and it's really exciting With an annual
compounded growth rate of around 60% in the last 5 years, and branches across the world,
Infosys is forging ahead in the global market. To achieve their vision, they are always
looking out for talented, learnable individuals who are ambitious, who love challenges and
who have a passion to excel! Towards this objective, Infosys participates in campus hiring
programs and also conducts a number of off-campus initiatives throughout the year at various
locations. Apart from college hiring, they also hire experienced professionals from the
industry at various mid-level and senior positions.
Infosys — grooming global talent:-

Last year, over 1.3 million people applied for a job at Infosys. Only 1% of them were hired.
In comparison, Harvard College took in 9% of candidates. Infosys has always focused on
inducting and educating the best and the brightest. With global hiring practices, coupled with
ever-expanding university programs such as Campus Connect and Development Center
across the globe, Infosys is able to source and nurture talent while delivering lasting value to
clients. Infosys, which trains over 15,000 new recruits every year, is well prepared to win the
battle for top-notch talent. At the heart of this education program is a fully equipped $120
million facility in Mysore, about 90 miles from Bangalore.

Infosys in the spotlight:-

In 2009, Computerworld magazine, while ranking Infosys among the 100 best places to work
in IT, placed it at the very top of the list of best places for education and training. In its March
2008 issue, Fortune magazine stepped inside the gates of „Infosys‟ and emerged with the
impression that gaining admission to the „Taj Mahal‟ of training centers‟ is harder than
getting into Harvard.

SOURCES ON MAN POWER SUPPLY

INTERNAL:-

Infosys upgrades from within only for managerial positions, but only to some extent. Because
upgrading from within is considered better as the employee is already familiar with the
organization, reduces training cost, helps in building morale and promotes loyalty. If no one
capable for managerial position is found in its internal source, it looks out for external
sources. It selects only the best employee for
the organization
TYPES:-

a) Former Employees:-

They ask the retired employees who are willing to work on a part-time basis, individuals who
left work and are willing to come back for higher compensations. Even retrenched employees
are taken up once again.

b) Retirements:-

If it‟s not able to find suitable candidates in place of the one who had retired, after
meritorious service. Under the circumstances, management decides to call retired managers
with new extension.

c) Internal notification (advertisement):-

Most employees know from their own experience about the requirement of the job and what
sort of person the company is looking for. Often employees have friends or acquaintances
who meet these requirements. Suitable persons are appointed at the vacant posts.

EXTERNAL:-

For the posts of technicians, engineers, floor managers etc., it looks out for external sources
which include:-

•Agencies:- TAPL.
•Institutions:- Like B Schools, colleges, Management Institutes, Etc.
External recruitment enables the company to get the best candidate. Infosys prefers external
recruitment and mainly takes help from agencies and institutions as it‟s a giant company and
internal recruitment proves to be inadequate as its yearly targets are very high.

Recruitment Targets for Infosys:-

Year No. of employees (per year)

2001 10000
2002 11000
2003 13000
2004 15000
2005 18000
2006 25000

ONCAMPUS:-

Campus recruitment is so much sought after that each college; university department or
institute will have a placement officer to handle recruitment functions. However, it is often an
expensive process, even if recruiting process produces job offers and acceptances eventually.

A majority leave the organization within the first five years of their employment. Yet, it is a
major source of recruitment for prestigious companies. Infosys is the company of choice for
campus recruitment programs in most major engineering institutes such as IITs, RECs etc.
and at premier management institutes such as the IIMs.

Engineering Institutes:-

Campus hiring at engineering institutes typically starts in May and continues through
September. Senior managers and officers from Infosys actively participate in this hiring, to
bring on board the next generation of bright, young and talented leaders for the company. We
encourage current students at the campuses we visit to use this opportunity to interact with
the Infosys recruitment teams during the hiring process to understand the company and our
people philosophy. We hire engineering graduates and post-graduates from all disciplines,
and MCA students at the campuses.

Management Institutes:-

Campus hiring at management institutes typically starts in December and continues through
March. We hire management graduates from all disciplines, with or without prior work
experience in software or other fields. All applications are pre-screened based on academic
credentials. Shortlisted candidates are usually invited for an interview as part of the selection
process.

OFF CAMPUS:-

It is the event for those candidates who do not get selected during campus recruitment. The
process remains the same; it just aims at giving those candidates a chance that were not able
to go through the process before. These candidates also go through the same two rounds, here
only the scale and basis on which they are evaluated changes.

JOB FAIRS:-

Job fair is where several companies come under one roof for seeking eligible candidates who
can join their company, after going through certain recruitment process followed by them.
PROCESS FOLLOWED BY INFOSYS:-

1. Initially they advertise about the job fair in the local newspapers of all the states
specifying the venue and date of the job fair.

2. On the specified date, Infosys banners are put up at the venue.

3. They have around 3 to 4 counters. Initially these counters are used for registrations.
Once the number of registrations is equal to the total capacity of all the counters, the
registrations are stopped and the registered candidates fill the application forms at the
counter.

4. Next a logic test of 45 minutes is conducted and an English test of 15 minutes is

conducted where in one is supposed to write an essay, to check their handwriting,
vocabulary and sentence framing ability.

5. Once the test is over, registrations for the next group start. At the same time the
previous papers are evaluated and the candidates are selected for interview based on
the cut-off marks.

6. The candidates who are selected in the interview are informed then and there by
displaying the list and are given the offer.

7. The process is repeated for the next set of candidates.

8. Job fair takes place for 3 to 4 days.

ADVERTISEMENTS:-

It is a popular method of seeking recruits, as many recruiters prefer advertisements because

of their wide reach.
Infosys advertises in:-

NEWS PAPERS:-

✔ Times of India.
✔ The economic times.
✔ Indian express.
✔ Hindustan times.
✔ The financial express.
✔ Employment papers.

MAGAZINES:-

✔ Business world
✔ Business Today
✔ India Today
✔ capital market
✔ Business journals
✔ IT magazines
✔ Computer and technical journals

Advertisements contain proper information like the job content working conditions, location
of job, compensation including fringe benefits, job specifications, growth aspects, etc. The
advertisement sells the idea that the company and job are perfect for the candidate.
WALK-INS, WRITE-INS AND TALK-INS:-

Walk-ins are the most common and least expensive approach for candidates is direct
applications, in which job seekers submit unsolicited application letters or resumes. Direct
applications provide a pool of potential employees to meet future needs.

Write-ins are those who send written enquiries. These jobseekers are asked to complete
application forms for further processing.

Talk-ins involves the job aspirants meeting the recruiter (on an appropriated date) for detailed
talks. No application is required to be submitted to the recruiter.

CONSULTANTS:-

Infosys also seeks the help of consultants who are in the profession for recruiting and
selecting managerial and executive personnel. They are useful as they have nationwide
contacts and lend professionalism to the hiring process. They also keep prospective employer
and employee anonymous.

INDUSTRIES:-

Infosys also hires experienced professionals from the industry at various mid-level and senior
positions.
 THE SELECTION PROCESS OF INFOSYS

1. Initial screening of interviews:-

Initial Screening is done on the basis of applicants and applications. A preliminary interview
is conducted so as to select the suitable candidate who can go through further stages of
interviews. Normally for the posts of engineers degree cutoff is decided like say 60% on an
average. If the candidates do not meet the requirement they are rejected. And for higher posts
applications and applicants both play a major role in the screening process.

2. Completion of application forms:-

Application form establishes the candidate‟s general details like name, address, telephone
number, education, job- related training, work-experience with dates, company names, and
job details, professional or industrial involvement, hobbies and recreational pursuits. The
company establishes as many hypotheses about the candidate from the details provided in the
application form. It then decides what areas of information it needs to explore or investigate
more specifically during the interview. Company sees to it that no judgment is passed about
the candidate based only at this level. What drawn here is hypotheses and not conclusions.
Application forms are such framed that, they provide the necessary details to the organization
without affecting the sentiments and feelings of the candidate.

3. Employment tests:-

A. logical test
B. English test
 Vocabulary
 Reasoning
 Essay writing
VARIOUS TESTS:-

Mental or intelligence tests:-

They measure the overall intellectual ability of a person and enable to know whether the
person has the mental ability to deal with certain problems.

Mechanical aptitude tests:-

They measure the ability of a person to learn a particular type of mechanical work. These
tests helps to measure specialized technical knowledge and problem solving abilities if the
candidate. They are useful in selection of mechanics, engineers, etc.

Intelligence test:-

This test helps to evaluate traits of intelligence. Mental ability, presence of mind (alertness),
numerical ability, memory and such other aspects can be measured. It is taken to judge
numerical, skills, reasoning, memory and such other abilities.

Personality test:-

It is conducted to judge maturity, social or interpersonal skills, behavior under stress and
strain, etc. this test is very much essential on case of selection of sales force, public relation
staff, etc. where personality plays an important role.
Graphology test:-

It is designed to analyze the handwriting of individual. It has been said that an individual‟s
handwriting can suggest the degree of energy, inhibition and spontaneity, as well as disclose
the idiosyncrasies and elements of balance and control. For example, big letters and emphasis
on capital letters indicate a tendency towards domination and competitiveness. A slant to the
right, moderate pressure and good legibility shows leadership potential.

Medical test:-

It reveals physical fitness of a candidate. Medical servicing helps measure and monitor a
candidate‟s physical resilience upon exposure business hazards.

4. Interview:-

Formal Interview:-

Interviews are held in the employment office in a more formal atmosphere, with the help of
well-structured questions.

Patterned Interview:-

A patterned interview is also a planned interview, but it is more carefully pre-planned to a

high degree of accuracy, precision and exactitude. With the help of job and man
specifications, a list of questions and areas are carefully prepared which will act as the
interviewer‟s guide.
Non-directive Interview:-

Here the interviewee is allowed to speak his mind freely. The interviewer has no formal or
directive questions, but his all attention is to the candidate. He encourages the candidate to
talk by a little prodding whenever he is silent e.g. “Mr. Ray, please tell us about yourself after
you‟re graduated from high school”. The idea is to give the candidate complete freedom to
“sell” himself, without the encumbrances of the interviewer‟s question.

Depth Interview:-

It is designed to intensely examine the candidate‟s background and thinking and to go into
considerable detail on particular subjects of an important nature and of special interest to the
candidates. For example, if the candidate says that he is interested in tennis, a series of
questions may be asked to test the depth of understanding and interest of the candidate.

Stress Interview:-

It is designed to test the candidate and his conduct and behavior by him under conditions of
stress and strain. The interviewer may start with “Mr. Joseph, we do not think your
qualifications and experience are adequate for this position,‟ and watch the reaction of the
candidates. A good candidates will not yield, on the contrary he may substantiate why he is
qualified to handle the job. What INFOSYS practice is that if interview is planned at 5pm, it
will start candidate‟s interview at 6.30pm and watch the candidate‟s behavior and stress level.

Panel Interview:-

A panel or interviewing board or selection committee interviews the candidate, usually in the
case of supervisory and managerial positions.
Mixed Interview:-

In practice, the interviewer while interviewing the job seekers uses a blend of structured and
structured and unstructured questions. This approach is called the Mixed interview. The
structured questions provide a base of interview more conventional and permit greater
insights into the unique differences between applicants.

Second Interviews:-

Job seekers are invited back after they have passed the first initial interview. Middle or senior
management generally conducts the second interview, together or separately. More in-depth
questions are asked to the candidate and the employer expects a greater level of preparation
on the part of the candidates.

5. Background Information:-

INFOSYS requests names, addresses, and telephone numbers of references for the purpose of
verifying information and perhaps, gaining additional background information on an
applicant. References are not usually checked until an applicant has successfully reached the
fourth stage of a sequential selection process. Previous employers are preferable because they
are already aware of the applicant‟s performance. It normally seeks letters of reference or
telephone references. The latter is advantageous because of its accuracy and low cost.

6. Physical Examination:-

After the selection decision and before the job offer is made, the candidate is required to
undergo a physical fitness test. A job offer is, often, depends upon the candidate being
declared fit after the physical examination. The results of the medical fitness test are recorded
in a statement and are preserved in the personnel records.
There are several objectives behind a physical test:-

1. Reason for a physical test is to detect if the individual carries any infectious disease.

2. The test assists in determining whether an applicant is physically fit to perform the work.

3. The physical examination information can be used to determine if there are certain physical
capabilities, which differentiate successful and less successful employees.

4. Medical check-up protects applicants with health defects from undertaking work that could be
detrimental to them or might otherwise endanger the employer‟s property.

5. Such an examination will protect the employer from workers compensation claims that are
not valid because the injuries or illness were present when the employee was hired.

7. Final Employment decision:-

It is a final step. In this step company makes a very important decision. After all these
processes follow up is done i.e., the selected person is induced and placed at the right job.

Training is provided on regular basis that is monthly, quarterly. These trainers have the
experience of about 15-20 yrs. In one batch there are 60 employees who are sent to Bangalore
for training.