A SUMMER TRAINING PROJECT REPORT ON SOURCES & PROCESS OF RECRUITMENT & SELECTION AT HCL SUBMITTED IN THE PARTIAL FULFILLMENT FOR THE AWARD OF DEGREE OF MASTERS IN BUSINESS ADMINISTRATION EXECUTIVE SUMMARY Today, in every organisation personnel planning as an activity is necessary. It is an important part of an organisation. Human Resource Planning is a vital ingredient for the success of the organisation in the long run. The objectives of Human Resource Department are Human Resource Planning, Recruitment and Selection, Training and Development, career planning, Transfer and Promotion, Risk Management, Performance Appraisal and so on.
Each objective needs special attention and proper planning and implementation. For every organisation it is important to have a right person on a right job. Recruitment and Selection plays a vital role in this situation. Shortage of skills and the use of new technology are putting considerable pressure on how employers go about Recruiting and Selecting staff. It is recommended to carry out a strategic analysis of Recruitment and Selection procedure. With reference to this context, this project is been prepared to put a light on Recruitment and Selection process at HCL Technologies.
This report is divided into two phases to analyze how an employee is recruited at HCL Technologies. These two phases are sources of recruitment (through Portals, Campus, Consultants, Reference, Advertisements, Walk ins, Talent express, Job fair) and process of recruitment that includes various elimination rounds of interview. TABLE OF CONTENT Student declaration………………………………………………………………………………i Certificate from Company/Organization……………. ………….. ………………….. ………ii Certificate from Guide………………………………………………. …….. ….. …….. iii
Acknowledgement…………………………………………………………………………………………….. iv Executive Summary…………………………………………………………………….. ………v CHAPTER 1-INTRODUCTION 1. 1 Research Objectives of the project……………………………………………………………. 2 1. 2 Scope of the study…………………………………………….. …………………. …….. 3 1. 3 Research Methodology of the study……………………………………………. …. …4 CHAPTER 2-INDUSTRY PROFILE 2. 1 Introduction to BPO Industry…………………………………………………………………. 2. 2 BPO Industry – INDIA……………….. …………………….. …………………. ……. 9 2. 3 HCL Enterprise ………………………………………….. ………… ……. ……. …12 2. 4 HCL Technologies …………………………………………….. …………………. …16 CHAPTER 3-RECRUITMENT & SELECTION 3. 1 Recruitment……………………………………………………………………………………….. 24. 3. 2 Selection…………………………………………………….. …………………. ….. …31 3. 3 Difference between recruitment & selection………………………………. ……35 CHAPTER 4-ANALYSIS 4. 1 Job Specification & Profile at HCL ……………………………………………37 4. Sources of recruitment in HCL Technologies…………………………………38 4. 3 Process of Recruitment & Selection at HCL Technologies………………… 44. CHAPTER -5 5. 1 Learning…………………………………………………………………………. …. 66 5. 2 Findings……………………………………………………………………………… 69 5. 3 Recommendations………………………………………………………………….. 71 5. 4 Conclusion……………………………………………………………………………72. Bibliography……………………………………………………………74 CHAPTER – 1 INTRODUCTION 1. 1 RESEARCH OBJECTIVE OF THE PROJECT Every research has some objectives, reasons behind the study conducted.
Objectives can give us a brief idea about the project report. The objectives behind this project are as follows • To study the different sources of recruitment which are adopted in HCL Technologies. • To study different stages of recruitment process which led to selection of a candidate till an offer is made to them. • To understand what all Recruitment practices are being adopted so as to make the organization work well. 1. 2 SCOPE OF THE STUDY The scope of this study is to observe the Recruitment and Selection Techniques adopted by the company.
Apart from getting an idea of the techniques and methods in the recruitment procedures a close look will be taken at the insight of corporate culture prevailing in the organization. This would not only help to be familiar with the corporate environment but it would also enable to get a close look at the various levels authority responsibility relationship prevailing in the organization. The scope of the project includes- • Study of the BPO industry in India. • Study of Importance of Recruitment and Selection process for an enterprise. Study of Recruitment and Selection Practices at HCL Technologies. The Project does not include elaborative study of practices followed after completion of Induction benefit programme, employee benefit schemes etc. 1. 3 RESEARCH METHODOLOGY OF THE STUDY Research is defined as human activity based on intellectual application in the investigation of matter. The primary purpose for applied research is discovering, interpreting, and the development of methods and systems for the advancement of human knowledge on a wide variety of scientific matters of our world and the universe.
The research methodology is a science that studying how research is done scientifically. It is the way to systematically solve the research problem by logically adopting various steps. Also it defines the way in which the data are collected in a research project. Research can also fall into two distinct types: ? Primary research ? Secondary research Mode of research used in this project is Secondary Research. 1. 3. 1 Research Design • Literature Review research design was adopted for the study. 1. 3. 2 DATA SOURCE • Secondary data: Secondary data was collected from the Following sources – • Websites Newspapers • Project materials • Books CHAPTER – 2 INDUSTRY PROFILE 2. 1 INTRODUCTION TO BPO INDUSTRY Outsourcing began in the early eighties when organizations started delegating their non-core functions to an external organization that was specialized in providing a particular service, function or product. In outsourcing, the external organization would take on the management of the outsourced function. In outsourcing, the outsourcer and the outsourcing partner have a greater relationship when compared to the relationship between a buyer and a seller.
In outsourcing, the outsourcer trusts the outsourcing partner with vital information. Outsourcing is no longer confined to the outsourcing of IT services. Outsourcers in the US and UK now outsource financial services, engineering services, creative services, data entry services and much more. Most organizations are opting to outsource because outsourcing enables organizations to access intellectual capital, focus on core competencies, shorten the delivery cycle time and reduce costs significantly. Organizations feel outsourcing is an effective business strategy to help improve their business.
Business process outsourcing is a type of outsourcing that involves contracting of the operations and the responsibilities of a specific business processes or functions to a third party service provider. It is the act of giving a third-party the responsibility of running what would otherwise be an internal system or service conducted in-house. Outsourcing system allows companies to contract for services that are not within the scope of their expertise, so that they can focus their time, money and energy on their core competencies instead of wasting valuable resources trying to gain Understanding of areas that are somebody else’s expertise.
BPO is a socio-technical business innovation that provides a rich new source of competitive advantage. By socio-technical we mean that BPO requires skillful management of people and technology (hardware and software). The manager who initiates a BPO strategy must find effective ways to introduce people to technology and vice-versa. If left solely in the hands of technical specialists, a BPO initiative is likely to fail for lack of paying attention to the soft issues of human relationships, change management, and organizational culture.
If left solely in the hands of non technical managers, it is likely to fail for unrealistic expectations about the potential and limitations of the enabling technologies. ADVANTAGES OF OUTSOURCING: • Offshoring can give access to professional, expert and high-quality services. • With outsourcing organizations can experience increased efficiency and productivity in non-core business processes. • Outsourcing can help streamline business operations. • Offshore outsourcing can help save on time, effort, manpower, operating costs and training costs amongst others. Outsourcing can make organizations more flexible to change. • Organizations can save on investing in the latest technology, software and infrastructure as your outsourcing partner would be investing in these. • Outsourcing can assure that business processes are being carried out efficiently, proficiently and within a fast turnaround time. • By outsourcing, a company can save on management problems as offshore partners will manage the team who works. • By outsourcing, one can cater to the new and challenging demands of your customers. • Outsourcing can help organizations to free up its cash flow. Sharing business risks is possible with outsourcing. • Outsourcing can give an organization a competitive advantage. • Outsourcing can help organizations to cut is operational costs. DISADVANTAGES OF OUTSOURCING: • At times, it is more cost-effective to conduct a particular business process, rather than outsourcing it. • While outsourcing services such as payroll processing services and tax preparation services, outsourcing provider will be able to access company’s confidential information and hence there is a threat to security and confidentiality in outsourcing. Offshoring can create potential redundancies for your organization. • The employees may resist change. • Outsourcing provider might not be only providing services for one organization. Since provider might be catering to the needs of several companies, there might be not be complete devotion to the company. • There can be several disadvantages in outsourcing, such as, renewing contracts, misunderstanding of the contract, lack of communication, poor quality and delayed services amongst others. 2. 2 BPO INDUSTRY – INDIA Various countries have become a popular destination for outsourcing.
India has its own advantage which has made it as a natural destination for outsourcing. The labor costs are at least 40 to 50 % cheaper compared to developed countries. It is not the only low cost game for India. People are highly skilled. India has the vast population that can speak and understand English. Every year, around 2. 1 million graduates come out of schools. This ranges from humanitarian graduates to high-class engineers. Apart from labor skills, India is rapidly developing its infrastructure to support highly skilled labors. The industry has been growing rapidly.
It grew at a rate of 38% over 2005. For the financial year’ 06 the projections is of US$7. 2 billion worth of services provided by this industry. The base in terms of headcount being roughly 400,000 people directly employed in this Industry. The global BPO Industry is estimated to be worth 120-150 billion dollars of this, the offshore BPO is estimated to be some US$11. 4 billion. India thus has some 5-6% share of the total Industry, but a commanding 63% share of the offshore component. The Current recession in several economies has affected the bottom-line of several companies.
Outsourcing has become a common tool for cutting the costs thereby improving the bottom-line. Availability of cheap labor in developing countries fuelled the process. Over the period, India has emerged as a natural destination based on its attractiveness. [pic] GRAPHICAL PRESENTATION OF PRESENCE OF BPO ON THE COUNTRY BASIS Following is the list of top ten BPO companies in India: 1. WNS Group 2. Wipro Spectramind 3. Daksh e-Services 4. Convergys 5. HCL Technologies 6. Zenta 7. ICICI Onesource 8. MphasiS 9. EXL 10. Tracmail Following chart shows market share of different segments in BPO in India. [pic] 2. 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 Infosystems. 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. ” 2. 3. 2 MANAGEMENT TEAM [pic] [pic] SHIV NADAR AJAY CHOWDHRY Founder– HCL Founder – HCL (Chairman & Chief Strategy Officer) (Chairman & CEO – HCL Info systems) [pic] [pic] VINEET NAYAR
RANJEET NARSIMHAN (CEO, HCL Technologies) President & CEO, (HCL Technologies Ltd – BPO Services) [pic] [pic] SUMIT BHATTACHARYA VIJAY REDDY (Executive Vice President) (Senior Vice President – Technology) pic] [pic] A. P. RAO PAUL DUDD (Senior Vice President – Human Resources) (HR Director – International Operations) [pic] ANITA BARNARD (General Manager) 2. 3. 2 AWARDS & RECOGNITIONS [pic] 2. 4 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. pic] 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).
HCL Technologies caters to the global market in areas like product Engineering, research & development, enterprise & custom applications, infrastructure Management and BPO services. 2. 4. 1 HCL BPO 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 centres. HCL BPO offers 24X7 multichannel, multilingual support in eight European languages.
HCL believe that employees are there greatest strength. HCL committed to hiring talented individuals and promoting diversity in the workplace and committed to providing employees with the resources they need to excel. HCL ‘values your individuality’. HCL dedicated to creating a professional, fulfilling and challenging work environment & try to help you find the right balance between your work and home life. [pic] 2. 4. 2 CAREER DEVELOPMENT & GROWTH HCL strongly focused on career development and growth of there people.
Training is an on going process at HCL BPO. The training encompasses several skill-sets pertaining to the voice as well as non-voice processes and geared towards scaling up employees to take on more complex tasks. Its career development plan ensures that each candidate is provided constructive feedback regularly and given clear visibility on areas of improvement. Common Fast Tracker Development program: In order to tackle leadership scarcity HCL BPO introduced the Fast Tracker Development program to develop managers from amongst its employees.
Under this program, employees are trained for six months after which they are appointed as team leaders. [pic] 2. 4. 3 WORK CULTURE At HCL BPO have a friendly work environment that stimulates and encourages, innovative ideas to foster growth and value addition. They are passionate about the work they do. It follows a transparent system keeping the communication channels open, thereby enabling people to communicate ideas and suggestions. The culture at HCL BPO promotes customer focus, excellent work ethos, operational transparency and teamwork.
Performance Oriented: HCL have a high performance work culture and performance linked incentive schemes. Demanding: HCL BPO gives a challenging and demanding career profile to its employees. Rewarding: Every employee is treated with dignity, fairness and work in an environment conducive to research, learning, innovation as well as personal growth. It has an atmosphere in which the workforce effectively works to deliver high quality performance. Energetic setting: BPO’s have a vibrant environment. Generally the interiors are also done up in a way that it makes people feel nice and energetic.
It involves a lot of hard work and specialized skills to deal with all kind of customers. 24X7 work environment: BPO’s have a round the clock working culture and people work in day and night shifts. This is because International BPO’s offer services to countries like US and UK that have different time zones. IT INCLUDES: Perfect amalgamation: The work culture in quality BPOs is a blend of professionalism and friendliness. Humans are not treated like machines but are given equal opportunities of growth in every sphere of learning.
BPO create a friendly working atmosphere so that the employees don’t feel suffocated. Rejuvenation channels: Long working hours and pressure to meet deadlines and achieve targets takes its toll on the well being of the employees. Quality BPOs offer world class channels to de-stress employees and to motivate them. Entertaining events and parties are organized at regular intervals so that the employees are relieved and invigorated to take the challenges head on. World-class BPO also have gym, sports and cafe facilities. Pep up the energy levels: BPO employees work hard to meet deadlines and targets.
Motivation is a great booster when it comes to delivering high end results. So to ensure that the team is motivated, team leaders and managers keep the morale of the employees high through encouraging words. Good and outstanding work is always recognized and rewarded in the form of perks, incentives, gift certificates, etc. in the BPO sector. At no point in time the employees feel the dearth of guidance and warmth of encouraging words. Rich culture ties and exchange: People from every nook and corner of the world are lured by the state-of-the-art facilities and hefty pay packages.
Apart from the culture shock there is a gold mine prospect of rubbing shoulders with people from different educational, professional and cultural backgrounds. Increase In knowledge – A lot of vendors provide the management with flexible as well as scalable services to meet the customers’ changing requirements, along with supporting company acquisitions, consolidations, in addition to joint venture. 2. 4. 4 COMPETITOR OF HCL BPO CHAPTER 3 RECRUITMENT & SELECTION 3. 1 RECRUITMENT Process of Attracting the best Qualified individuals to apply for a given Job. Recruitment is the process of searching the candidates for employment and stimulating them to apply for jobs in the organisation”. Recruitment is the activity that links the employers and the job seekers. It is a process of finding and attracting capable applicants for employment. The process begins when new recruits are sought and ends when their applications are submitted. The result is a pool of applications from which new employees are selected. In short, Process of attracting the best qualified individuals to apply for a given Job.
It is the process to discover sources of manpower to meet the requirement of staffing, schedule and to employ effective. Recruitment is the premier major steps in the selection process in the Organizations. It is an activity directed to obtain appropriate human resources whose qualifications and skills match functions of the relevant posts in the Organization. Its importance cannot be over-emphasized and can also be best described as the ‘heart’ of the organization. The process of recruitment does not stop when it commences, it is a dynamic activity. The purpose of it is to provide an Organization with a pool of qualified candidates.
Its specific purposes are as follows: • To assist augmentation of the success rate of selection process by reducing the numbers of obviously under-qualified and over-qualified applicants. • To increase Organizational and individual effectiveness in the short and long term plans Recruitment is essential for effective Human Resources Management. It is the heart of the whole HR system in the organization. The effectiveness of many other HR activities, such as selection and training depends largely on the quality of new employees attracted through the recruitment process.
Policies should always be reviewed as these are affected by the changing environment. Management should get specific training on the process of recruitment to increase their awareness on the dangers of wrong placement. Recruitment methods are wide and varied, it is important that the job is described correctly and that any personal specifications are stated. Job recruitment methods can be through job centers, employment agencies/consultants, headhunting, and local/national newspapers. It is important that the correct media is chosen to ensure an appropriate response to the advertised post.
THREE MAIN STAGES IN RECRUITMENT [pic] 3. 1. 1 FACTORS AFFECTING RECRUITMENT PROCESS 1. The size of the organization 2. The employment conditions in the community where the organization is located 3. The effects of past recruiting efforts that show the organization’s ability to locate and keep good performing people 4. Working conditions and salary and benefits packages offered by the organization-which may influence turnover and necessities future recruiting i) The rate of growth of the organization i) The level of seasonality of operations and future expansion and production programmes. iii) Cultural, economic and legal factors 3. 1. 2 SOURCES OF RECRUITMENT Before an organization begins recruiting applicants, it should consider the most likely source of the type of employee it needs. Every organization has the option of choosing the candidates for its recruitment processes from two kinds of sources: internal and external. SOURCES INTERNAL SOURCES EXTERNAL SOURCES ) Promotion 1) Campus recruitment 2) Transfers 2) Press advertisement 3) Internal notification 3) Management consultancy service (Advertisement) & private employment exchanges 4) Retirement 4) Deputation of personnel or transfer 5) Recall from one enterprise to another 6) Former employees 5) Management training schemes 7) Miscellaneous external sources 6) Walk-ins, write-ins, talk-ins 3. 1. 3 METHODS OF RECRUITMENT The recruiting methods can be broadly classified into three major categories – direct, indirect and third party. Direct methods These include sending travelling recruiters to educational institutes. Most college recruiting is done in co-operation with the placement office of a college.
Other direct methods include sending recruiters to conventions and seminars, setting up exhibits at fairs and using mobile offices to go to the desired centres. Indirect Methods Indirect methods involve mostly advertising in newspaper, on the radio, in trade and professional journals, technical magazines and brochures. Third party Methods These include the use of commercial or private employment agencies, management consulting firms, indoctrination seminars for college professors, friends and relatives. Table 3. 01 (Use and effectiveness of various recruitment strategies) |Advertisements |Percent Using Practice |Average Effectiveness* | |Internet (e. g. bulletin or job boards) |90 |2. 59 | |Local newspapers |64 |1. 77 | |Trade publications and magazines |51 |1. 81 | |National newspapers |29 |1. 43 | |Direct mail |25 |1. 3 | |TV or radio |21 |1. 60 | |Movie screens |7 |1. 22 | |Agencies or Services | | | |Employment agencies |60 |2. 03 | |Temp agencies |52 |1. 6 | |Government employment services |28 |1. 47 | |School/College/Community | | | |Job fairs |66 |1. 83 | |College recruiting |59 |2. 16 | |School-to-work partnerships/internships |42 |2. 08 | |Targeted minority recruiting (e. g. NAACP, |40 |1. 74 | |minority colleges/organizations) | | | |Partnerships with community organizations |35 |1. 79 | |Military recruiting |23 |1. 76 | |Retiree job banks |12 |1. 2 | |Professional Associations | | | |Professional organizations |60 |2. 05 | |Professional conferences |52 |1. 97 | |Internal Resources | | | |Employee referrals |90 |2. 57 | |Company’s web site |88 |2. 6 | |Internal job postings |78 |2. 23 | |Walk-ins, unsolicited resumes |67 |1. 48 | *Note: 1 = Not Effective; 2 = Moderately Effective; 3 = Very Effective 3. 2 SELECTION Selection can be conceptualized in terms of either choosing the fit candidates, or rejecting the unfit candidates, or a combination of both. So, selection process assumes rightly that, there is more number of candidates than the number of candidates actually selected, where the candidates are made available through recruitment process.
Selection is a process of choosing the most suitable persons out of all the participants. In this process, relevant information about applicant is collected through series of steps so as to evaluate their suitability for the job to be filled. On other hand, selection is the process of assessing the candidates by various means and making a choice followed by an offer of employment. Selection is a process in employment function which starts immediately upon receipt of resumes and application letters, the major concern being reviewing resumes for basic qualifications. A job seeker who does not meet the required qualifications is not an applicant and should not be considered.
It is a process which should be based on job-related qualifications including, but not limited to: required or preferred education; experience; and knowledge, skills, and abilities as identified in the job description. [pic] Selection is an important function as no organization can achieve its goals without selecting the right people, where faulty in selection leads to wastage of time, money and spoils the environment of an organization. 3. 2. 1 SELECTION PROCESS Selection is a process of matching the qualifications of applicants with the job requirements. It is a process of weeding out unsuitable candidates and identifying the most suitable candidate.
Selection is a long process, starting from the preliminary interview of applicants and ending with employment contract. [pic] 3. 2. 2 SELECTION OUTCOMES [pic] 3. 3 SELECTION IS DIFFERENT FROM RECRUITMENT Recruitment involves identifying the sources of manpower and stimulating them to apply for jobs in the organizations while selection is the process of choosing the best out of those recruited. Recruitment differs from selection in terms of process, where it adopts the process of creating application pool as large as possible; while selection adopts the process through which more and more candidates are rejected and fewer candidates are selected or sometime not even a single candidate is selected.
Recruitment and selection are two inter-linked steps in the process of manpower acquisition, they differ in term of outcome; where the outcome for recruitment is application pool which becomes input for selection process, on the other hand, the outcome of selection process is in the form of finalizing candidates who will be offered jobs. The ultimate objectives of both recruitment and selection are to acquire suitable candidates but their immediate objectives differ, where the basic objective of recruitment is to attract maximum number of candidates so that more options are available; the basic objective of selection is to choose best out of the available candidates. CHAPTER 4 ANALYSIS 4. 1 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. 4. 2 SOURCES OF RECRUITMENT IN HCL TECHNOLOGIES [pic] ? 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 organisation. 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 Business | |Function | |Position | |Location | |Schedule Details | |Desired Skills | |View | | |Telecom | |Operations Voice | |Technical Support officer | |Noida | |[pic] | |[pic] | |View | | | |Telecom | |Operations Voice | |CUSTOMER SUPPORT EXECUTIVE | |Noida | |[pic] | |[pic] | |View | | | | | | | | | | | 4. 3 PROCESS OF RECRUITMENT & SELECTION [pic] DIFFERENT ROUNDS IN THE RECRUITMENT PROCESS AT HCL TECHNOLOGIES 4. 2. 1 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. [pic] • 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 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 ability. They focus attention on a particular type 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. . 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. 4. 2. 2 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 is i) Experience ii) Qualification iii) Previous salary
Once the candidate is selected, he needs to fulfill a number of formalities that includes- Application Form- Selected candidates need to fill in an application form that contains important information like- caste, religion, birthplace, address, work experience etc. 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. 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 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 stage of 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. 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 joinees 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 is 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. It include 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. • INDUCTION Induction is done on every Friday, In HCL TECHNOLOGIES and it includes different steps of induction which are explained below MEANING
The process of receiving employees when they begin work, introducing them to the company and to their colleagues, and informing them of the activities, customs and traditions of the company is called induction (Graham, 1998, p. 219). At this juncture various induction courses are done to new recruit in order to acclimatize them with the new working environment. Induction is process meant to help the new employee to settle down quickly into the job by becoming familiar with the people, the surroundings, the job, the firm and the industry. Induction is the process of acquainting the new employees with the existing culture and practices of the new organization. WHAT IS INDUCTION FOR? • To sort out all anxiety of recruited person. • To ensure the effective integration of staff. • History and introduction of founders. Understand the standards and rules (written and unwritten) of the organization. • Introduction to the company/ department and its personnel structure. • Relevant personnel policies, such as training, promotion and health and safety. • To clear doubtful situation among new joinees. WHO IS RESPONSIBLE FOR THE INDUCTION PROCESS? • HR manager • Health and safety advisor • Training officer • Department or line manager • Supervisor • Trade union or employee representative POINTS WHILE IMPLEMENTING INDUCTION(MINDSET) • Identify the business objectives and desired benefits. • Secure early commitment • Agree roles and responsibilities of different players in the process • Engage staff prior to joining Have clear learning objectives for training sessions • Respect the induction needs of different audiences • Keep induction material up to date HR Functions with reference to induction The human resources (HR) department serves as a link between management and employees. Specific responsibilities of HR Dept include – • Defining positions and related Roles • Defining HR Policies and Guidelines • Hiring and Recruitment • Payroll • Employee Career Management • Employee Training • Salary & Compensation • Employee recreation • Motivational Activities. HR POLICIES • Leave Policy • Attendance Policy • Performance appraisals • Trainings • Compensation & Salary • Employee Recreation Work Culture • Dress Code • Language • Employee Addressing Email Utilization • Feedback Culture • Working Days • Mobile use Before designing induction programme, firm needs to decide four strategic choices- FORMAL INFORMAL INDIVIDUAL COLLECTIVE SERIAL DISJUNCTIVE INVESTITURE DIVESTITURE Formal Induction Programme HCL INDUCTION HCL Values WE Constantly uphold the dignity of every individual. Aspire to honor all commitments.
Resolve to be committed to Quality, Innovation, and Growth in every endeavor. Endeavour to be responsible Corporate Citizens. DRESS STANDARDS – ALL ASSOCIATES I. Applicability: The following dress standards apply to all HCL BPO Associates. II. Basic Requirements: Our dress standards are designed to reflect a casual, yet professional atmosphere within the organization. Not all clothing is appropriate to wear. Inappropriate apparel includes: athletic wear and very casual outfits. The “HCL BPO Look” is a casual, business-like look. Associates should select working attire that fits well and