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ON THE JOB TRAINING REPORT

ON

PERFORMANCE APPRAISAL
AT

31 PARALLEL SHIMLA H.P

SUBMITTED TO HIMACHAL PRADESH TECHNICAL UNIVERSITY,


HAMIRPUR IN PARTIAL FULFILMENT OF THE REQUIREMENT FOR THE
AWARD OF DEGREE

OF

MASTERS OF BUSINESS ADMINSTRATION

ACADEMIC SESSION: 2018- 2020

SUPERVISED BY: SUBMITTED BY:

MR. DEVENDER SHARMA UMER SHAH

ASSISTANT PROFESSOR ROLL NO: 18MBA0511

L.R. INSTITUTE OF MANAGEMENT, JABLI-KYAR, P.O. OACHGHAT, SOLAN

H.P. 173223.
L R INSTITUTE OF MANAGEMENT

JABLI-KYAR, P.O. OACHGHAT, SOLAN


H.P.173223

CERTIFICATE

This is to that this on the job training report titled certify “The Study of
PERFORMANCE APPRAISEL IN BPO 31 parallel, Shimla H.P .” submitted in

partial fulfillment of the requirement for the degree of Masters of Business


Administration of Himachal Pradesh Technical University, Hamirpur, by
UMER SHAH , University Roll No 18MBA0511 has been carried out under
my Supervision and Guidance.

To the best of my knowledge data reported is original. The assistance and help
received during the course of this project has been duly acknowledge

Counter Signed by Mr. DEVENDER SHARMA


Director Guide

L.R. Institute of Management

Date:
Place: SOLAN
DECLARATION

I do hereby declare that the Report entitled “Performance Appraisal At 31


Parallel Shimla H.P. ” is an authentic work developed by me at 31 Parallel.
Under the guidance of MR. UMER SHAH submitted in partial fulfillment of the
requirements for the award of the degree of Masters of Business Administration
(MBA) to the L.R INSTITUTE OF MANAGEMENT, SOLAN (H.P)

I also declare that, any or all contents incorporated in this Report have not been
submitted in any form for the award of any degree or diploma of any other
institution or university.

Dated: (UMER SHAH)


ACKNOWLEDGEMENT

It is a great sense of satisfaction and a matter of privilege to me to work at 31


Parallel for facilitating my training in their organization.

I wish to express my heartiest thanks to MR. Karan Thakur Managing Director


of 31 Parallel and all the staff members for providing me the opportunity to
undergo training in the esteemed organization. Under such a nice environment,
systematic work approach and target oriented task management of this division
provided me with much desired training experience needed for future.

My special thanks to MR. Karan Thakur who accepted me as a trainee in his


group and helping in the projects with words of encouragement and has shown
full confidence in my abilities.

I will be failing in my obligation if to not thank my family for their support and
encouragement.

(UMER SHAH)
DEFINITION OF BPO

Outsourcing: -
An organization entering into contract with another organization to operate and manage one
or more of its business processes

INBOUND SALES ACCOUNTING

OUTBOUND SALES DATA ENTRY

TELEMARKETING DATABASE MANAGEMENT

CUSTOMER SERVICE CLAIMS PROCUREMENT

ORDER PROCESSING TRANSCRIPTION

TECHNICAL SUPPORT LEASE ABSTRACTION

APPOINTMENT SETTING DATA EXTRACTION

DEBT COLLECTION HUMAN RESOURCES


BUSINESS PROCESS OUTSOURCING: -

It is the delegation of one or more of IT intensive business processes to an external provider,


which in turn owns, manages, and administers the selected processes based on defined and
measurable performance criteria.

BPO as per the work performed can be classified as VOICE BASED, which includes
customer related services such as technical support, marketing etc. and NON-VOICE, which
includes internal business operations. And as per the

Location involved it can be classified as:

ON-SHORE: BPO that is contracted inside a company’s country.

NEAR-SHORE: BPO that is contracted to a company’s neighboring country.

OFF-SHORE: IWO that is contracted outside a company’s country.

OBJECTIVES OF BPO:

Traditionally, the main objective of companies outsourcing their business processes to India
was the want of low cost. But now-a-days companies that offshore their business processes to
India are no longer looking at cost reduction alone. They typically want to achieve:

1) Process improvement and efficiency - faster turnaround and greater productivity

2) Cost savings

3) Improved quality. Less errors/rework

4) Building/strengthening presence in a new market/foreign country

5) Increased focus on core competencies. E.g. developing new products or services

6) Building business value and strategic differentiation.


2. EVOLUTION OF BPO IN INDIA.

Outsourcing as a concept is probably one the oldest and most commonly practiced. As a
concept and practice it pervades all aspects of our lives- domestic as well as professional. The
idea of outsourcing has its roots in the ‘competitive advantage’ theory propagated by Adam
Smith in his books’ THE WEALTH OF NATIONS’ which was published in the year 1776.
Over the years, the meaning of the term outsourcing has undergone a sea change.

Evolution of BPO in India can further be explained under two heads: -

1. HISTORY OF BPO IN INDIA.

2. VALUE CHAIN OF BPO IN INDIA.

1. HISTORY OF BPO IN INDIA: In India BPO started with British airways setting their
back-office operations in Delhi in early 1980’s. Starting with captive units India BPO moves
to the third party BPOs. Thereafter the entry of IT- majors brightens the Indian BPO industry
in global BN) landscape.

Following diagram depicts briefly the history of BPO in India:


2. VALUE CHAIN OF BPO IN INDIA:

Value chain is a chain describing the value of business processes being outsourced to India.
Value can he explained as the importance of business fl) CCSSCS to the firm outsourcing its
business operations. India is moving up in the value-chain. At the beginning only low end
data entry processes were outsourced to India. With the passage of time trend goes on
changing. Front low value data entry processes chain moves up to core processes being
outsourced now-a-da. It
Started with:

MlD-l990’s- DATA ENTRY PROCESSES: Data entry simply includes entry of data from
paper, books or any hard copy format to computer aided soft copy.

DATA CONVERSION PROUESSES: Conversion of data across various databases on


different platforms.

LATE 1990’s. CALI. CENTRE SERVICES:

Call centers are outlets that exist mainly to answer inbound or place outbound telephone
calls and can exist for the purpose of sales, marketing, telemarketing, customer service,
technical/non
Technical support or any other specific business activity.

2000. TRANSCRIPTION PROCESSES: Transcription process implies transcribing the audio


or visual information into electronic document form. Up tilt 20(X) only non-core activities
were outsourced. Then the trend changed and today the core activities also occupy a
significant
proportion in total Indian BPO pic.
Sizing of BPO industry
Now the entire country seems to be quivering with the BPO fever The BPO industry ii
growing very fast in India. it grew at a rise of 38% by 2005 and at the rate of 27% by 2008.

To know the actual sizing of the BPO industry we will describe it under two heads:

I. GROWTH OF INDIAN BPO MARKET

2. GLOBAL MARKET AND INDIA’S SHARE

Let’s firstly discuss,

1GROWTH OF INDIAN BPO MARKET:

BPO in India has witnessed a steady growth. Both offshore as well as onshore component of
BPO market is increasing.
The above figure clearly shows that exports in the BPO market are increasing at the
fluctuating rate. In 2003 it was USD 2.6 billion. Then it increased to USD 3.1 billion in 200-l
And in the financial ear 2008 it was USD 10.9 billion. It is expected to reach at USD 12.8
billion by the end of 2009. Figure indicates that it grows almost at the rate of 50% from 2003
to 2006. After that it grows almost at the rate of 20%-30%..
As shown by the figure overall BP() grow steadily at the rate of almost 28% in 2005 total
BPO industry was USD 12.5 Billion while it is expected to reach USD Billion in 2009.
FUTURE LOOK: As per the study conducted by NASSCOM Indian TIPO industry is
growing at a CAGR of 28’c. If it continues with this pace it will reach to USD 30Billion by
2012 hut ¡t is expected that it will touch USD 60 Billion because of the many advantages it
has over the competitors.While the other study of NASSCOM predicts the Indian BPO
market will reach USD 225 Billon b 2020.
So it can be represented as:

2012=USI) 60B11 lion E.

2020= US1) 175 Billion (Exports) +USD 50 Billion (domestic) .

So 2020= USD 225 Billion.

E= Expected.

D. IN TERMS OF EMPLOYMENT GENERATED

BPO has contributed a lot in the Indian economy by down turning the graph of
unemployment. BPO has been successful in creating lot many jobs. This can be made the
help of following

So the greatest pool of graduates k moving towards the BP() industry thereby decreasing the
unemployment and developing the economy by utilizing the available pool of talent.
2. GLOBAL BPO MARKET AND INDIA’S SHARE:

Global BPO market is also growing at the rapid pace. As shown by the following

table in 2012 it was USD 5.1 Billion and progressed to 53.4 Billion in 2017.

Out of this total global market India’s share is estimated to be 5-6%, currently as shown by
the following diagram. US ha’e the brgest share of 52% followed by UK which commands
20% of the HPO pie. G.RTNER predicts that Indias share in the Global BPO market will get
ouble by 2010i.e. it will reach to 10% of total BPO market.
FIGURE GLOBAL BPO MARKET SHARE

4. SEGMENTS IN BPO

BPO in India is organized in many segments. Previously there was only lo end voice
operations were outsourced to India. In the early days of BPO in India oîce operations were
the major actors leaving a very small proportion for non-voice activities. But, as India moves
up in the value chain, non-voice operations starting OCCU a bigger proportion of the BPO
pie. Except voice and non-voice, BPO in India can also be segmented into horizontal and
vertical.
BPO

(A) VOICE BPO (FRONT OFFICE OPERATIONS)

Voice outsourcing is also termed as front office outsourcing. Front office outsourcing
services have to do with interactions directly with customers, usually over the telephone but
can also include email, internet, fax, and either forms of interactive communications with
customers. Organization can concentrate on high valued core business activities by
outsourcing its non-core front-office operations. It also allows them to reduce the significant
expense associated with voice element of business. And by outsourcing the non-core
activities to the service provider who can handle them more efficiently and effectively,
customer satisfaction can also be increased and create a sustainable, long term, productive
relationship.

Voice activities being outsourced include:

a. INBOUND SALES:

Inbound sales refers to the process where your customer calls your business as a result of
stimulus such as a marketing promotion, a referral from someone, a direct mail campaign, a
media advertisement, a contact number on your company’s web page, or any type of
marketing and sales activity where the logical next step in the sales process for the customer
is to place a call to the ‘ business. For an inbound sales process, the call center agent works
through the sales process to conclude with a sale for your company. Results include making a
commitment to purchase or placing an actual order for a product or service. This could
represent anything from a vacation package to a floral arrangement to a subscription to
almost any type of purchase that
can be done over the phone.

2. OUTBOUND SALES

Outbound sales refer to the proactive selling of products and services using the telephone. In
inbound selling your customer calls you but in the outbound sales you call your customer for
affecting a sales activity. This includes contacting the customers who have already
demonstrated interest by signing tç or by contacting your company by mail, email, web,
phone, or in-store activity.

3. RETAIL MARKETING

Conducting business has changed, it’s no longer possible to personally visit all your clients
and customers, in fact with the popularity of the Internet many clients may not even reside in
the same city or even county. Establishing and creating a telemarketing service has enabled
businesses to connect with all their customers via the phone. A telemarketing service allows
you to keep track of customers as they dose, merge. Keeping in regular contact with your
dents’ means being able to record their movements while maintaining a marketing and
ongoing customer relationship.

4. CUSTOMER SERVICE

Customer service covers a wide range of services providing support, information, and
answers to your customers to a variety of questions and enquiries. Although generally
customer service is done using inbound calls, it can also be used with outbound calls.
Examples of outbound customer service include follow-up on orders, confirmation of receipt
of a product or service, quality surveys with your customers, and more.
5. ORDER PROCESSING

Order processing includes the process of taking information from your customers so that a
specific transaction or order can be processed. This applies to either Business to Business or
Business to Consumer relationships with customers.

6. TECHNICAL SUPPORT

If your business’s product or service some element of technology involved, telephone


oriented tele support can help you cost effectively with your customers to address and solve
the questions.

APPOINTMENT SETTTING

For some businesses. a direct contact between people is required to complete the sale or
provide the service. The challenge is getting the appointment with a service as businesses to
leverage experts in the way of appointment setting to be able rake a potential dent from
expressing interest in your best offer to setting up a specific tune and day for a meeting
between that potential client and an account representative from your company

8. DEBIT COLLECTION

The help desk function is critically considered to be an internal company function for
supporting your company’s employees and businesses in your chain. It can also refer to a
sample for your customers to call to receive help with questions they have.

9. HELP DESK

The help desk function is typically considered to be an internal company function for
supporting your company’s employees and businesses in your supply chain. It can also refer
to a place for your customers to call to receive help with questions they have.

(A) MARKET RESEARCH AND QUALITY SURVEYS

Market research or quality suveys help a learn more about your market or yow business
potential, and also helps in determining the quality of yow service and prodncts to customers.
Experienced agents are able to contact and scuss ith yotr eximg or potential customers to
gather valuable information to help you make business decision.

(B) NON-VOICE BPO (BACK OFFICE OPERATIONS)

Non-voice BPO or Back office outsourcing services includes the processes associated ith
running the business operations such as financial operations, human resources and
information management. It does no include the interaction of the customers as it includes the
internal business processes. Again by outsourcing low-end activities a firm can concenter
more on its core business operations thereby enhancing the profitability of the firm.
Accounting services include either portions or the full range of managing the accounts
payable and accounts processes. It also includes managing the general ledger, bank
reconciliation accounts etc.
2. DATA ENTRY.

Data entry services helps in getting large amount of information added into databases or
specific applications, cost effectively.

š. DATABASE MANAGEMENT.

Every business has customer and contact databases to manage and keep up to date. database
management service allows keeping database clean and up to date through a program of
contacting our clients to ensure you have the latest information.

4. CLAIMS PROCFSSING.

Typically associated with the insurance industry, claims processing actually covers an
process that starts with a customer enquiry that requires investigation. analysis, assessment,
decision, and follow-up with a formal response.

TRANSCRIPTION.

Transcription is the process of converting the audio or visual information into electronic
document form. medical transcription was one of the first offshore BP() services to be
launched from India. This service involves the transcribing of medical records from audio
format or
dictated by doctors or other healthcare into either a hard copy or electronic format.

6. HUMAN Resource

human resources are the manpower employed by the firm. It is the valuable asset of the
company. More and more businesses are outsourcing their human resource business function
or parts of that function to experts who do this service full-time. This ranges from hiring
processes to management of employee benefits process to payroll. Businesses that find a high
quality service provider outsource their HR activities and can increase their employee
satisfaction to
reduce expenses.

2. HORIZONTAL AND VERTICAL BPO:

There are two types of BPO opportunities in the market—

1. High volume and lo value


2. High value and low volume. High-volume and low-value are the horizontal HPOs while
high-value and low-volume arc the vertical BPO’s.
Now lets discuss in detail:-
Horizontal BPO
Vertical BPO
Steps to be followed while outsourcing
Regular framework on india BPO

Data protect law


SARABANES OXLEY ACT

BPO AND FINANCE

SEGMENT IN BPO FINANCE


REPAING THE BENEFITS OF ECONOMICS IN SCALE
References

Books:-

Bascal, robort .performance management (new York : MCgraw hills 1999)

Delpo, Amy.The performance appraisal handbook legal and practical rules for managers
barkeley, (A : Nolo, 2005)

Journals

Performance Appraisal And Compensation Management:Dewakar Goel

Performance appraisal: theory to practice Richard I. Henderson

WebSites

https://blink.ucsd.edu/HR/supervising/appraisal/conduct.html

https://en.wikipedia.org/wiki/Performance_appraisal

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