HUMAN CAPITAL RESOURCE MANAGEMENT

8/6/2019 HUMAN CAPITAL RESOURCE MANAGEMENT

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THE H.C.R.M THE H.C.R.M

BY AMLAN ROY BY AMLAN ROY

CHOWDHURY CHOWDHURY



H. C.H. C. R.R. M.M.

1.1. H.C.H.C. HUMAN CAPITALHUMAN CAPITAL :COULD BE:COULD BE ANYBODY AND EVERYBODY WORKING ANYBODY AND EVERYBODY WORKINGIN AN OPERATIONAL INTENSIVEIN AN OPERATIONAL INTENSIVE

INDUSTRY AND CAN BE EXPANDED TOINDUSTRY AND CAN BE EXPANDED TO ANY COMPANY. ANY COMPANY.

2.2. R.R. RESOURCERESOURCE-------- PEOPLE,TECHNOLOGY PEOPLE,TECHNOLOGY AND DOCUMENTATION AND DOCUMENTATION

3.3. M.M. MANAGEMENTMANAGEMENT. COORDINATED USE. COORDINATED USEOF AVAILABLE RESOURCES TO ACHIEVE AOF AVAILABLE RESOURCES TO ACHIEVE AGOALGOAL



SHEL CONCEPTSHEL CONCEPT

SS SOFTWARE, THE SOPsSOFTWARE, THE SOPs

HH HARDWARE, THE TECHNOLOGY HARDWARE, THE TECHNOLOGY

EE ENVIRONMENTENVIRONMENT LL LIVEWARELIVEWARE

YOU

H

E

L

S



SMILESSMILES

IT IS ALL SMILESIT IS ALL SMILES

WHEN IT IS S&H WHEN IT IS S&H

YOUS

H



CRIES AND PAINSCRIES AND PAINS

Environment and the Live ware are the variableEnvironment and the Live ware are the variable

component and truly the reason for cries andcomponent and truly the reason for cries and

pains. There is always scope for improvement inpains. There is always scope for improvement inthis areathis area

YOUE

L



ERGONOMICSERGONOMICS

What is ergonomics and why it important to a call What is ergonomics and why it important to a call

center, a BPO , or a KPO ?center, a BPO , or a KPO ?

you e



ERGONOMICSERGONOMICS

Ergonomics is the science of fitting the job toErgonomics is the science of fitting the job tothe worker. No one would disagree with itsthe worker. No one would disagree with itsultimate goals, which are to make work moreultimate goals, which are to make work more

comfortable and improve worker health andcomfortable and improve worker health andproductivity productivity

TO ME ERGONOMICS IS ABOUT THE TO ME ERGONOMICS IS ABOUT THEEASE OF USE AND ABOUT FEELING ATEASE OF USE AND ABOUT FEELING ATEASE. CONFUSING ? ? ?EASE. CONFUSING ? ? ?



COMPREHENSIVECOMPREHENSIVE

ERGONOMIC APPROACHERGONOMIC APPROACH This takes on three aspect of work This takes on three aspect of work

1.1. The physical The physical ³ ³having a good fit between thehaving a good fit between the worker and the work station worker and the work station

2.2. The environmental The environmental ³ ³lighting, airlighting, air--conditioning, noise reduction and other aspectconditioning, noise reduction and other aspectof the work place.of the work place.

3.The3.The emotionalemotional --------More to the feeling of wellMore to the feeling of wellbeing, occasional breaks would be a good idea.being, occasional breaks would be a good idea.



C.E.A C.E.A

Agents are the life blood of every call center Agents are the life blood of every call center

Creating an easy to use environment boostsCreating an easy to use environment boosts

morale thus helping to a great extent to reducemorale thus helping to a great extent to reducecostly turn over and also attracts quality staff costly turn over and also attracts quality staff

Positive ergonomics helps get more work done.Positive ergonomics helps get more work done.

It greatly reduces absenteeism and expensiveIt greatly reduces absenteeism and expensive workers compensation claim. workers compensation claim.



C.E.A C.E.A

Majority of the call center agents suffer fromMajority of the call center agents suffer frommusculoskeletal disorder (MSDs) such as Carpel Tunnelmusculoskeletal disorder (MSDs) such as Carpel TunnelSyndrome and other repetitive motion injuries.Syndrome and other repetitive motion injuries.

Constant use of computers causes injuries and properConstant use of computers causes injuries and propertraining, proper exercise, and proper workstation cantraining, proper exercise, and proper workstation canprevent injuries.prevent injuries.

Source : (Occupational Safety Health AdministrationSource : (Occupational Safety Health AdministrationOSHA 2002)OSHA 2002)



BEGINNING THEBEGINNING THE

MAKEOVER MAKEOVER The very good place to start the ergonomic The very good place to start the ergonomic

makeover is you, ASK makeover is you, ASK for suggestion on for suggestion on

ways to improv e the env ironment, ways to improv e the env ironment,

w ork space, and the w ork processes w ork space, and the w ork processes

ASK FOR SUGGESTION FROM ALL ASK FOR SUGGESTION FROM ALL

CONCERNED.CONCERNED.





LAUR A SIKORSKY OF OSHA SUGGEST SOME SIMPLE METHOD TO

IMPROVE THE ENVIRONMENT, SUCH AS CHANGING DIRECT LIGHTINGTO IN DIRECT LIGHTING TO REDUCE GLARE, REPLACING PAINTED

WALLS WITH FABRIC THATABSORBS SOUND,ADDDING TREES AND

PLANTS TO IMPROVE THE AMBIENCE AND AIR QUALITY,AND TO

INST ALL ³PINK NOISE´ GENER ATORS THAT REDUCES THE OVER ALL

NOISE LEVEL.

ALSO WATCHOUT FOR THE ³SICK BUILDING´ SYNDROME WHICH

OCCURS WHEN, IN ORDER TO CUT COST, CENTERS MAY CUT OFF

AIR CONDITIONNING OVER THE WEEKEND WHICH ALLOWS THE

GERMS TO FLOW B ACK IN.



ERGONOMIC MANAGEMENTERGONOMIC MANAGEMENT

SOFTWARE. (EMS)SOFTWARE. (EMS)

Good ergonomics not only means putting inGood ergonomics not only means putting innew swanky equipments but for the make overnew swanky equipments but for the make overto succeed it should be a part of ongoing to succeed it should be a part of ongoing

program that includes management, leadership,program that includes management, leadership,and training.and training.

The company can look towards EMS. A The company can look towards EMS. Asolution that can run on each users desktop insolution that can run on each users desktop in windows or on the company intranet. windows or on the company intranet.



EMS CON·TEMS CON·T The software can offer an ergonomics resource to all call The software can offer an ergonomics resource to all call

center agents and supervisors.center agents and supervisors.

The overall feature of this software includes graphical The overall feature of this software includes graphical

training in proper posture and workstation setup, as welltraining in proper posture and workstation setup, as wellas short quizzes that helps the agent rate their ownas short quizzes that helps the agent rate their ownposture and setupposture and setup

The software can also prompt agents to take regular The software can also prompt agents to take regular

micro breaks that reduces fatigue and increasesmicro breaks that reduces fatigue and increasesproductivity.productivity.

Additionally these soft wares reinforce good ergonomic Additionally these soft wares reinforce good ergonomicprincipal on a daily basisprincipal on a daily basis



EMSEMS

Working in the background on every agents computer Working in the background on every agents computerthe software gathers baseline data about the employeethe software gathers baseline data about the employeekeyboard and mouse usage and the other hard ware thatkeyboard and mouse usage and the other hard ware that

he/she uses like number of keystrokes and percentagehe/she uses like number of keystrokes and percentageof error etc.of error etc.

These data can then be imported into the various These data can then be imported into the variousmanagement reports, helping team leaders, processmanagement reports, helping team leaders, process

managers and HR to come up with suggestion to helpmanagers and HR to come up with suggestion to helpeach agents improve his/her performanceeach agents improve his/her performance



HOW TO TAKE ON ATTRITIONHOW TO TAKE ON ATTRITION

BY BY

AMLAN ROY CHOWDHURY AMLAN ROY CHOWDHURY



SUGESTIONS TO RETAINSUGESTIONS TO RETAIN

HUMAN CAPITALHUMAN CAPITAL

WHY DO WE HAVE ATTRITION ??? WHY DO WE HAVE ATTRITION ???

1. Drive Attrition,1. Drive Attrition,----Due to the employer.Due to the employer.

2. Drag Attrition,2. Drag Attrition,------Due to the employee, this stems out of hostDue to the employee, this stems out of hostof insecurities and vulnerabilities associated with takng up a jobof insecurities and vulnerabilities associated with takng up a job

in the BPO industry.in the BPO industry.



STRATEGIES THAT ARE INSTRATEGIES THAT ARE IN

VOGUE VOGUE

DAKSH SERVICES believe in CASH incentives toDAKSH SERVICES believe in CASH incentives totheir employees.their employees.

GE, WIPRO SPECTRA MIND offer managementGE, WIPRO SPECTRA MIND offer managementdiplomas and management courses to their employees.diplomas and management courses to their employees.

If the employee decides to leave the company then he or she has toIf the employee decides to leave the company then he or she has todiscontinue the course discontinue the course



CONT,CONT,

Exl Services.com and ICICI One source hires outstationExl Services.com and ICICI One source hires outstationcandidates and puts them in shared accommodation. Thecandidates and puts them in shared accommodation. Thecompany also pays for their utility bills.company also pays for their utility bills. If the employee leaves then he If the employee leaves then he

has to vacate the accommodation has to vacate the accommodation ..

HCL Tech, GTL, VERTEX INDIA use various psychometricHCL Tech, GTL, VERTEX INDIA use various psychometrictests to get people on board who can work in night shifts andtests to get people on board who can work in night shifts and

can handle monotony.can handle monotony.



Methods used to retain human capital.Methods used to retain human capital.

1. Group Mediclaim Insurance Scheme.1. Group Mediclaim Insurance Scheme.

2. Personal Accident Insurance Scheme.2. Personal Accident Insurance Scheme.

3. Subsidized Food and Transportation.3. Subsidized Food and Transportation.

4. Company Leased Accommodation.4. Company Leased Accommodation. 5.Recreation, Cafeteria, ATM, GYM.5.Recreation, Cafeteria, ATM, GYM.

6. Corporate Credit Card.6. Corporate Credit Card.

7. Cellular Phones / Laptops.7. Cellular Phones / Laptops.

8. Personal Health Care.8. Personal Health Care.



Con·t.Con·t.

Loans.Loans.

Education Benefits.Education Benefits.

Performance Based Incentives: The PBI is based on Speed,Performance Based Incentives: The PBI is based on Speed, Accuracy, and productivity of each process. This is as high as Accuracy, and productivity of each process. This is as high as25% to 50% in many BPO companies.25% to 50% in many BPO companies.

Regular Get together and Other Cultural Events.Regular Get together and Other Cultural Events.

Wedding day Gifts. Wedding day Gifts.

EMPLOYEE REFERAL SCHEME.EMPLOYEE REFERAL SCHEME.



A nother case stud y A nother case stud y

According to Nandita Gurjar , Head and Vice According to Nandita Gurjar , Head and Vice--President (HumanPresident (HumanResources), Progeon, there is an induction time, when new Resources), Progeon, there is an induction time, when new--comers in the company are trained and allowed to adjust to thecomers in the company are trained and allowed to adjust to theshift in the biological clock. Typical symptoms they face in thisshift in the biological clock. Typical symptoms they face in thisperiod, when they have not started handling clients, is hunger orperiod, when they have not started handling clients, is hunger orthe lack of it at odd hours and a sense of self the lack of it at odd hours and a sense of self--pity when the restpity when the restof the world is probably socializing. "We have doctors andof the world is probably socializing. "We have doctors andcounselors to help them deal with the change in lifestyle and thatcounselors to help them deal with the change in lifestyle and thathappens in about three months. In fact, even for people whohappens in about three months. In fact, even for people who

work through the day, where is the time to socialize, except the work through the day, where is the time to socialize, except the

weekends? As for physical illnesses, people are encouraged to weekends? As for physical illnesses, people are encouraged totake breaks in their work and walk around. We even havetake breaks in their work and walk around. We even havenutritionists to figure out for you, for instance, whether annutritionists to figure out for you, for instance, whether an idli idli that makes a good breakfast is just as good when taken at night.that makes a good breakfast is just as good when taken at night.



WHY DO WE HAVE WHY DO WE HAVE

ATTRITION ? ATTRITION ?

Most importantly it could be the lack of motivation.Most importantly it could be the lack of motivation.

It can also be the feeling of insecurity.It can also be the feeling of insecurity.

It could also be the feeling of low self esteem.It could also be the feeling of low self esteem.

It could be that the competitors are good pay masters.It could be that the competitors are good pay masters.

Since we are dealing with HUMAN beings and ourSince we are dealing with HUMAN beings and ourstrength lies with the Human Capital , the reasons forstrength lies with the Human Capital , the reasons for

attrition could be innumerable. Human behavior is notattrition could be innumerable. Human behavior is notmathematics where 2+2 is always 4.mathematics where 2+2 is always 4.



Warning signals ² that motivationmay be waning.

Increased absenteeismIncreased absenteeism Inattention to detailsInattention to details Apparent boredom Apparent boredom

General lack of enthusiasmGeneral lack of enthusiasm Erratic behaviorErratic behavior Apparent preoccupation Apparent preoccupation Conflict with co workersConflict with co workers

Messy work areaMessy work area Negative body languageNegative body language Fall in the call quality and volumeFall in the call quality and volume



EWSEWS----TRIGGERS, RAG ANALYSIS TRIGGERS, RAG ANALYSIS

The same signals can be used as a trigger and lot many The same signals can be used as a trigger and lot many behavioral changes, changes in call quality and volumebehavioral changes, changes in call quality and volumecan be taken as a trigger.can be taken as a trigger.

These triggers can be given a numeric value and fed These triggers can be given a numeric value and fedinto the computers to generate a RAG analysis, whereinto the computers to generate a RAG analysis, whereEMPLOYEES IN RED BAND WOULD REQUIREEMPLOYEES IN RED BAND WOULD REQUIREIMMIDIATE ATTENTION BY THE H.R IMMIDIATE ATTENTION BY THE H.R



RAGRAG

EMPLOYEES IN THE YELLOW BANDEMPLOYEES IN THE YELLOW BAND

WOULD ALSO REQUIRE ATTENTION AS WOULD ALSO REQUIRE ATTENTION AS THE EMPLOYEES COULD GO TO RED THE EMPLOYEES COULD GO TO RED

OR TO THE GREEN.OR TO THE GREEN.

TO CONVERT THESE EMPLOYEES TO TO CONVERT THESE EMPLOYEES TO

GREEN IT IS IMPERATIVE THAT H.R GREEN IT IS IMPERATIVE THAT H.R

TAKES STEPS AND DEVICE WAYS AND TAKES STEPS AND DEVICE WAYS ANDMEANS TO ADDRESS THEIR ISSUES.MEANS TO ADDRESS THEIR ISSUES.



BEHAVIORAL EWSBEHAVIORAL EWS

Unresolved motivational issues can negatively affectUnresolved motivational issues can negatively affectemployees behavior.employees behavior. IF YOU ARE ALERT FOR IF YOU ARE ALERT FOR THESE EWS YOU WON·T BE TAKEN THESE EWS YOU WON·T BE TAKEN

UNAWARE.UNAWARE. 1. A change in attitude from cooperative to negative.1. A change in attitude from cooperative to negative.

2. Minimal effort on part of an employee who once did2. Minimal effort on part of an employee who once didmore than was required.more than was required.

3. Silence and isolation from an employee who once3. Silence and isolation from an employee who onceinteracted regularly with co workers.interacted regularly with co workers.



ABRAHAM MASHLOW·S ABRAHAM MASHLOW·S

PYRAMID.PYRAMID.

Abraham mashlow·s pyramid or the hierarchy of Abraham mashlow·s pyramid or the hierarchy of needs was introduced as far back as 1943. Thisneeds was introduced as far back as 1943. This

pyramid is still used by business managers,pyramid is still used by business managers,

psychologists, marketing managers , and otherspsychologists, marketing managers , and othersto understand what motivates people.to understand what motivates people.



Psychological needs.

Food, Water , Shelter , Sleep,

And Sex

Need for safety

Physical safety, Economical security, And freedom from threats

Need for love and belonging.

Intimacy, Family, friends, coherent groups

NEED FOR SELF ESTEEM

Respect and recognition

NEED FOR SELF ACTUALISATION

Opportunities for Creative, innovative

And learning.

Level 1

Level 2

Level 3

Level 4

Level 5



LEVEL 1 AND LEVEL 2 ARE EASY TO ACHIEVE.

ATTRITION HAPPENS LARGELY DUE TO THE LACK OF LEVEL 3 TO LEVEL 5.

THERE ARE THOUSANDS OF PROVIDER FOR LEVEL 1 & 2.

HOW DO WE ACHIEVE LEVEL 3 AND THEN ON TO LEVEL 5 ?

LETS CONCENTR ATE ON THE FACTORS OF COHERENT GROUPS, SELF

ESTEEM,AND THE WILLINGNESS TO BE INNOVATIVE, AND CREATIVE.



THINGS THAT CAN BE DONE THINGS THAT CAN BE DONE

The quality of supervision that the employee receives is The quality of supervision that the employee receives iscritical to employee retentioncritical to employee retention³ ³Frequent employeeFrequent employeecomplaints arise on this issue.complaints arise on this issue.

Help employee manage stress, both at work and if Help employee manage stress, both at work and if possible off work too.possible off work too.

Work Work--Life balance initiatives are important. InnovativeLife balance initiatives are important. Innovativeand practical employee policies pertaining to flexibleand practical employee policies pertaining to flexible

working hours and schemes granting compassionate working hours and schemes granting compassionateand urgency leave, providing health care for self family and urgency leave, providing health care for self family and dependants. This has positive effect on self esteemand dependants. This has positive effect on self esteemand so, on retaining and attracting quality recruits.and so, on retaining and attracting quality recruits.



THINGS THAT ««««.. THINGS THAT ««««..

Have people from other walks of life like the Army,Have people from other walks of life like the Army, Airlines, and Medicine to visit and talk about their Airlines, and Medicine to visit and talk about theirexperiences and the ways they fight the night shift andexperiences and the ways they fight the night shift and

prolonged night time working.prolonged night time working.

Have Doctors to advice and guide them about theirHave Doctors to advice and guide them about theirbiological lock and ways and means to deal with them.biological lock and ways and means to deal with them.

Special lights in the office /workplace to ensure theirSpecial lights in the office /workplace to ensure theirbodies get sufficient vitamin D.bodies get sufficient vitamin D.



THINGS THAT««« THINGS THAT«««

Encourage and groom employees to take up higherEncourage and groom employees to take up higherpositions/opening. If not fulfilled then they will look positions/opening. If not fulfilled then they will look outside the organization.outside the organization.

Conduct regular training and periodical TransactionalConduct regular training and periodical Transactionalanalysis so that both the managers and the team leadersanalysis so that both the managers and the team leadersare aware of the communication breakdown andare aware of the communication breakdown andconflict which affect their mental behavior and stressconflict which affect their mental behavior and stressand which needs to be tackled at the earliest.and which needs to be tackled at the earliest.



WORK WORK--LIFE BALANCE POLICIESLIFE BALANCE POLICIES WOULD HAVE POSITIVE IMPACT WOULD HAVE POSITIVE IMPACT

ON:ON:

Attracting high caliber recruits. Attracting high caliber recruits. Retaining skilled employees.Retaining skilled employees.

Reduce recruitment costs.Reduce recruitment costs.

Improve employee morale.Improve employee morale. Maintain a competitive edge.Maintain a competitive edge.



REWARDSREWARDS

The aim of employee reward policies and The aim of employee reward policies and

practices, if any in your organization is to helppractices, if any in your organization is to helpattract, retain and motivate highattract, retain and motivate high--quality people.quality people.

Getting it wrong can have a significant negativeGetting it wrong can have a significant negativeeffect on the motivation, commitment andeffect on the motivation, commitment and

morale of employees.morale of employees.

Keep following parameters in mind, whileKeep following parameters in mind, whiledesigning a reward policy:designing a reward policy:



REWARDS CON·TREWARDS CON·T

Build a high degree of recognition v alue into e v er yBuild a high degree of recognition v alue into e v er yreward you off erreward you off er

Recognition is the most costRecognition is the most cost--effective motivator there is.effective motivator there is. While the high cost of other rewards forces us to give While the high cost of other rewards forces us to givethem sparingly, recognition can be given any time, atthem sparingly, recognition can be given any time, at very little cost. very little cost.

Highly motivating organizations even celebrate smallHighly motivating organizations even celebrate smallsuccesses. A healthsuccesses. A health--conscious company distributes fruitconscious company distributes fruit

bowls to employees' work areas when key personalbowls to employees' work areas when key personalmilestones are attained. Another company uses a moremilestones are attained. Another company uses a morefattening approach: freshfattening approach: fresh--baked chocolatebaked chocolate--chip cookieschip cookiesto say thank you.to say thank you.




Reduce entitlements and link as man yReduce entitlements and link as man y

rewards as possible to performance.rewards as possible to performance.

Troubleshoot your reward system to mak e Troubleshoot your reward system to mak e

sure that what it is rewarding is what yousure that what it is rewarding is what you

really want to happen.really want to happen.




If you believe teamwork is going to get you theIf you believe teamwork is going to get you theresults you want, make sure you reward teamwork,results you want, make sure you reward teamwork,

and not internal competition between departments.and not internal competition between departments. If you want quality, make sure that productivity isn'tIf you want quality, make sure that productivity isn't

over emphasized. And,over emphasized. And,

If you want long If you want long--term solutions, don't reward quick term solutions, don't reward quick fixesfixes




Reward promptlyReward promptly

Gi v e emplo yees a choice of rewardsGi v e emplo yees a choice of rewards How doHow doyou know what will be rewarding to employees?you know what will be rewarding to employees?

Ask them. Its that·s simple. Ask them. Its that·s simple.

longe v ity Increase the of your rewardslonge v ity Increase the of your rewards




increase the longevity of rewards in yourincrease the longevity of rewards in your

organization is by using some kind of pointorganization is by using some kind of pointsystem. Rather than rewarding each individualsystem. Rather than rewarding each individual

behavior or accomplishment, points can bebehavior or accomplishment, points can beawarded, which employees can accumulate andawarded, which employees can accumulate and

eventually trade for items from a reward menueventually trade for items from a reward menu

or gift catalog. This keeps the anticipation of or gift catalog. This keeps the anticipation of rewards fresh for longer periods of time. It alsorewards fresh for longer periods of time. It also

addresses the need for reward individualizationaddresses the need for reward individualization




Be continually v igilant of demoti v ators thatBe continually v igilant of demoti v ators thatmay undermine your organization's bestmay undermine your organization's bestefforts to prov ide po wer rewards, and reduceefforts to prov ide po wer rewards, and reduce

them promptlythem promptly Tak e time to meet with new emplo yees to Tak e time to meet with new emplo yees to

learn about their talents, abilities and sk ills.learn about their talents, abilities and sk ills.Meet with each emplo yee periodicallyMeet with each emplo yee periodically

Ne v er, ne v er, e v er threaten an emplo yee'sNe v er, ne v er, e v er threaten an emplo yee'sjob or incomejob or income



COMMUNICATION.COMMUNICATION.

CommunicationCommunication-- very important. very important.

Communicate goals, roles and responsibilities,Communicate goals, roles and responsibilities,so that people know what is expected of them,so that people know what is expected of them,

and feel a part of the crowd .and feel a part of the crowd . Reach out to families of potential candidatesReach out to families of potential candidates

with sustained and focused message in the media with sustained and focused message in the media

about excellent prospect in BPO industry. Thisabout excellent prospect in BPO industry. This will go a long way in keeping employees will go a long way in keeping employeesspecially the women.specially the women.



Late Rai Bahadur Mohan Singh Oberoi,Late Rai Bahadur Mohan Singh Oberoi,

Chairman of the Oberoi groups in anChairman of the Oberoi groups in aneffort to make sure that many womeneffort to make sure that many women

joined his company went to educationaljoined his company went to educational

institution and elicited women·s parentsinstitution and elicited women·s parentsto come to the hotel.to come to the hotel. He told them, "IHe told them, "I

will walk you in and show you what your will walk you in and show you what yourdaughters will do with us, please help usdaughters will do with us, please help us

to train them.µto train them.µ



SOME OTHER TOOLSSOME OTHER TOOLS

T.R.A. T.R.A.------ TALENT RISK ANALYSIS TALENT RISK ANALYSIS

A.Q. A.Q. ---------- ADVERSITY QUOTIENT ADVERSITY QUOTIENT



ADVERSITY QUOTIENT ADVERSITY QUOTIENT

(AQ) is the new scale to measure success. It has(AQ) is the new scale to measure success. It has

become the contemporary version of the adagebecome the contemporary version of the adage"survival of the fittest". In the world of new age,"survival of the fittest". In the world of new age,pressurepressure--cooker jobs and the stiff demands thatcooker jobs and the stiff demands that

come with it, AQ measures the grit of thecome with it, AQ measures the grit of the

employee who can thrive in the face of adversity employee who can thrive in the face of adversity



A.Q A.Q

AQ is the science of Human Resilience. People AQ is the science of Human Resilience. People who successfully apply AQ perform openly in who successfully apply AQ perform openly inthe face of adversity the face of adversity-- the challenges big andthe challenges big and

small that confront us each day. In fact they notsmall that confront us each day. In fact they notonly learn from the challenges but also respondonly learn from the challenges but also respondto them better and fast.to them better and fast.

A high AQ work force translate to increased A high AQ work force translate to increasedcapacity, productivity, and innovation as well ascapacity, productivity, and innovation as well aslower attrition and higher morale.lower attrition and higher morale.



AQ. CON·T AQ. CON·T

AQ Theor y AQ Theor y-- Draws from the concepts to why Draws from the concepts to why

some people are more resilient than others, why some people are more resilient than others, why and how they thrive even in most demanding and how they thrive even in most demanding

circumstances.circumstances.

AQ Measures AQ Measures-- These are exceptionally robust These are exceptionally robust

and statistically valid and reliable AQ profileand statistically valid and reliable AQ profile

questionnaire for screening applicants andquestionnaire for screening applicants anddeveloping greater resilience in work force.developing greater resilience in work force.



AQ PROFILE AQ PROFILE

AQ PROFILE AQ PROFILE-- Is a series of scientifically Is a series of scientifically

engineered questionnaire developed by PEAK engineered questionnaire developed by PEAK Learning. This is the only statistically valid,Learning. This is the only statistically valid,

reliable tool in existence for measuring AQ.reliable tool in existence for measuring AQ.

People who have completed this profile reflectsPeople who have completed this profile reflects

a broad range of background, ages, cultures,a broad range of background, ages, cultures,

industries, and occupation, and they allindustries, and occupation, and they allcontribute to the growing AQ global database.contribute to the growing AQ global database.



AQ AQ-- HOW IS IT MEASURED?HOW IS IT MEASURED?

To complete the AQ profile it requires only 10 To complete the AQ profile it requires only 10minutes. It measures AQ in four ´COREµminutes. It measures AQ in four ´COREµdimensions.dimensions.-- CONTROL, OWNERSHIP,CONTROL, OWNERSHIP,

REACH, and ENDURANCE.REACH, and ENDURANCE.

CONTROLCONTROL: Measures the degree of control: Measures the degree of control

that a person perceives he/she has over adversethat a person perceives he/she has over adverseevents. It is a strong gauge of resilience andevents. It is a strong gauge of resilience andhealth.health.



AQ AQ--HOW IS IT MEASURED.HOW IS IT MEASURED.

OWNERSHIP:OWNERSHIP: Measures the extent to which aMeasures the extent to which aperson holds himself or herself accountable forperson holds himself or herself accountable forimproving a situation. It is a strong gauge of improving a situation. It is a strong gauge of accountability and likelihood to take action.accountability and likelihood to take action.

REACH:REACH: It is the measure of the perception of how It is the measure of the perception of how large or far reaching events will be. It is a strong gaugelarge or far reaching events will be. It is a strong gaugeof perspective, burden, and stress level.of perspective, burden, and stress level.

ENDURANCEENDURANCE:: It is the measure of the perception of It is the measure of the perception of time over which good or bad events and consequencestime over which good or bad events and consequences will last or endure. It is a strong gauge of hope and will last or endure. It is a strong gauge of hope andoptimism.optimism.



WHY AQ IS USED WHY AQ IS USED

DEVELOP RESELIENT LEADER DEVELOP RESELIENT LEADER

CREATE RESIELIENT HIGHCREATE RESIELIENT HIGH

PERFORMING TEAM.PERFORMING TEAM. STRENGTHEN MORALE AND REDUCESTRENGTHEN MORALE AND REDUCE

ATTRITION. ATTRITION.

UPGRADE HUMAN CAPITAL ANDUPGRADE HUMAN CAPITAL AND

DRIVE INNOVATION.DRIVE INNOVATION.

HIRE HIGH PERFORMING PEOPLE.HIRE HIGH PERFORMING PEOPLE.



AQ CON·T AQ CON·T

AQ HAS TWO PROFILE PATTERN. AQ HAS TWO PROFILE PATTERN.

1.1. De v elo pmental prof ileDe v elo pmental prof ile: helps assess the: helps assess theresilience of individual who are already part of resilience of individual who are already part of

an organizationan organization

2.2. Screening Prof ileScreening Prof ile: Helps to screen job: Helps to screen job

applicants so that one can hire the right peopleapplicants so that one can hire the right people

for your organization.for your organization.



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HUMAN CAPITAL RESOURCE MANAGEMENT