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 Indana Abhinav (109B44)

Professor & HOD Anil Kumar Yadav (109B55)

(Operations Management) Sumit Kumar (109B50)

Corporate Quality Facilitator Vineet Raj Tokas (109B25)

Sr. Vice President (RBEF) 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

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

HCL BPO

Advertise

ments Employee Referrals

Consultants

Portals Homing

pigeon

Campus Walk in

Talent express

Job fair

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

Business Function Position Location Schedule Details Desired Skills View

Telecom Operations

Voice

Technical

Support

officer

Noida

View

Telecom Operations

Voice

CUSTOMER

SUPPORT

EXECUTIVE

Noida

View

Walk-in Dates: Monday to Satur

Time: 11 am to 7 pm

Desired Skills:

• Education: Diploma / UG / PG (

• Desired Qualification : BE/B.Te

Walk-in Dates: Monday - Saturd

Time: 11 am to 7 pm

Job Description for Customer Su

Desired Skills:

· Education: Graduate in any dis

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 abil ity. 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.

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 usually checked until an applicant has successfully

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 visi t 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.