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INDIAN BUSINESS ACADEMY

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` Infosys BPO Limited (formerlyProgeon Limited) is theBPO (Business Process Outsourcing) subsidiaryofInfosysTechnologies Ltd.

` Thecompany was started as Progeon Limited in April 2002

and is today among the top third-party BPOs in Indiaaccording to NASSCOM.

` Infosys BPO closed FY 07-08 with a revenueof$ 250.3million with 11 centers worldwideemploying 16,295

employees and 44 clients.` It has its headquarters in Bangalore

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` Aerospace and Automotive

` Banking and Capital Markets

` Communication Service Providers

` Energy and Utilities

` Healthcare` Insurance

` Life Sciences

` Manufacturing

` Media and Entertainment

` Retail and ConsumerPackaged Goods

` Services

` Transportation and Services

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8 November2010 4INDIAN BUSINESS ACADEMY

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There are three types of training need analysis

done in Infosys:

` Organizational need analysis

` Job need analysis

` Person need analysis.


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This includes:

` Define Infosys's Short Term Goals/Objectives

` Define Infosys's Long Term Goals/Objectives

` Human Resource Analysis

` Efficiency Indexes Assessment

` Assessment of the organizational climate


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The specificcontent ofpresent oranticipated jobs isexamined through job analysis. Forexisting jobs,

` Information on the tasks to beperformed (contained injob descriptions),

` The skills necessary toperform those tasks(drawn from job qualifications),

` Theminimum acceptable standards (obtained fromperformance appraisals)

are gathered. This information can then be used toensure that training programs are job specific anduseful.


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` Person needs analysis can be either broad ornarrow in scope.

` The broaderapproach compares actualperformancewith theminimum acceptable standards of

performance. Based on the actual, current jobperformanceofan employee; therefore, it can be usedto determine training needs for thecurrent job.

` The narrowerapproach compares an evaluation ofemployeeproficiencyon each required skill dimension

with theproficiencylevelrequired foreach skill. Usedto identify development needs forfuture jobs.


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` Teams:-

` Corporate training team

` Organisational development team

` Corporate training teamcaters to band B only-process executive & seniorprocess executive

` OD teamcaters to band C and above

` Total numberofpeople in T&D dept-30


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` Training dept is divided across 5 verticals1-communication serviceproviders e.g. british

telecom.

2-banking and capitalmarket e.g. UBS,Deutsche.3-manufacturing verticale.g. Cisco,ingrammicro4-insurance and health care-Aon5-emerging markets-yahoo and British petroleum


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` Conference` Lecture` Seminar` Demonstration

` Panel` Role Playing` Case Studies` Simulations` Self-Discovery

` Movies/Videos/Computer based Trainings` On-the-job training` Mentoring


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` Classroom

` Halls

` Mysorecampus:-worlds biggest training centre


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` It is a Rs. 260 crorecorporate training centre.

` It adds 12,000 employees everyyear.

` The US $ 60 million training centre is housed in a270 acrecampus at Mysore

` Facilities at the training centreof the Infosyscomprisefood court, employeecarecentre,

theatre, and education research block, beside thetrainee hostel.

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` In-house training team

` Except foroperations management forband C,done through vendors e.g. On Track.


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` Types of training is different fordifferent hierarchylevels. It is mainly divided into 2 types

` Forband B

` Forband C and above` Fora period of2-3 yrs with thecompany theseemployees have to go through certain numberoftrainings


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` Induction

` Voice and accent training

` Process training

` 6 months training process` recruits in band B have to go through thefollowing

training programs during a period of2-3 yrs


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` Domain training-forspecificverticals they workingthey have to goforcertifications called as domain

certifications e.g. t100.-This is mainly a benchmark forprocess know how.

` Quality training-six sigma certifications.


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` Competency based training:-1)Soft skills training:-communication, presentation, cultural sensitivity,client interface training.MIND-mentoring, innovating, negotiating,developing. It is forself-awareness and selfevaluation, mainlyfocuses on EQ.Transactional analysis-forunderstanding yourown

personality


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` Technical training:-

e-mailetiquettes.

excel training.presentation skills.


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` Induction-1day, joining formalities

` Buddyprogram-onemonth

-it is basically an assistanceprovided by a peer

employee which helps the new recruitunderstand theprocess, understand dynamicsoftheclient, client requirement, culture, values.

` recruits in band C and above have to go through

thefollowing training programs during a periodof2-3 yrs


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Operations management:-

` Deal with operations complexity

` Focus on interpersonalevaluation

` Conflict management` Confidencemanagement


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Leadershipfundamentals:-

` Harnessing leadership qualities

Appraisal skills workshop:-` How toevaluate sub-ordinates

` How to handleescalations

` How to appraise


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Quality training:-` six sigma:-green belt-black belt

Domain training:-` T200 and T300 certifications.

Middle Management Leadership Program(MMLP):-

` Forband C employees-teamleads` It harnesses theirleadership qualities, availableforhigh performers.


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Careerpathing:-` Chalk out careerpath forall` Should havecompleted 18 months in Infosys.`

Provided bycareercounselor.Highereducation:-` MBA` 50% of thefees is reimbursed.


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Performance Development Plan:-` A sheet which theemployee and managerhas tofill where both of them have toprovide informationwhich all areas theemployee has improved in.

Projects:-` Small termprojects likeon Six Sigma, where at

theend of it theemployee has to givepresentations to the training team.


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Questionnaire:-

` Feed back from theemployees on the quality andcontent of training

` Analysis is doneon it and than it is scaled.


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Documents

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