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RECRUITMENT AND SELECTION PROCESS FOR THE BPO SECTOR IN KAIZEN KONSULTANCY

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ACKNOWLEDGEMENT I take this opportunity to thank Kaizen Konsultancy for giving me the opportunity to work for this project and I would like to express my sincere thanks to,Mr. XYZ who helped, inspired and mentored me and without his help this project report would not have taken its current shape. Under his brilliant untiring guidance I could complete the project being undertaken on the “Recruitment and Selection Process for Kaizen� successfully in time. Her meticulous attention and invaluable suggestions have helped me in simplifying the problem involved in the work. I would also like to thank the overwhelming support of all the people who gave me an opportunity to learn and gain knowledge about the various aspects of the industry. I once again express our heartfelt in debtness to all-aforesaid. Any omission or error in acknowledgment is inadvertent. For such oversights and lapses, we tender unconditional apology.

XYZ

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CHAPTER 1- INTRODUCTION 1.1

General Introduction about the sector.

1.2

Industry Profile.

a.

Origin and development of the industry.

b.

Growth and presentation status of the industry.

c.

Future of the industry.

CHAPTER 2-PROFILE OF THE ORGANISATION 2.1

Origin of the Organization.

2.2

Growth and Development of the Organization.

2.3

Present status of the Organization.

2.4

Functional Departments of the Organization.

2.5

Organization structure and Organization chart.

2.6

Product and Service profile of the Organization Competitors.

2.7

Market Profile of the Organization.

CHAPTER 3-DISCUSSION ON TRAINING 3.1

Student's work profile (Role and responsibilities).

3.2

Description of live experiences.

CHAPTER 4-STUDY OF RESEARCH PROBLEM 4.1

Statement of research problem.

4.2

Statement of research objectives.

4.3

Research design and methodology.

CHAPTER 5-ANALYSIS 5.1

Analysis of data

5.2

Summary of findings

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CHAPTER 6- SUMMARY AND CONCLUSIONS 6.1

Summary of Learning Experience.

6.2

Conclusions and Recommendations.

BIBLIOGRAPHY

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INTRODUCTION

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1.1GENERAL INTRODUCTION ABOUT THE SECTOR Business process outsourcing (BPO) is a broad term referring to outsourcing in all fields. A BPO differentiates itself by either putting in new technology or applying existing technology in a new way to improve a process. Business Process Outsourcing (BPO) is the delegation of one or more IT-intensive business processes to an external provider that in turn owns, administers and manages the selected process based on defined and measurable performance criteria. Business Process Outsourcing (BPO) is one of the fastest growing segments of the Information Technology Enabled Services (ITES) industry. Few of the motivation factors as to why BPO is gaining ground are: • Factor Cost Advantage • Economy of Scale • Business Risk Mitigation • Superior Competency • Utilization Improvement Generally outsourcing can be defined as - An organization entering into a contract with another organization to operate and manage one or more of its business processes. EVOLUTION OF BPO Outsourcing is not new - it has been a popular management tool for decade. One can safely say outsourcing has evolved: • 1960's - time-sharing • 1970's - parts of IT operations • 1980's - entire IT operations • 1990's - alliances/tie-ups

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• 2000's - IT-enabled services

DIFFERENT TYPES OF SERVICES BEING OFFERED BY BPO 1. Customer Support Services The customer service offerings create a virtual customer service center to manage customer concerns and queries through multiple channels including voice, e-mail and chat on a 24/7 and 365 days basis. Service Example: Customers calling to check on their order status, customers calling to check for information on products and services, customers calling to verify their account status, customers calling to check their reservation status etc. 2.Technical Support Services The technical support offerings include round-the-clock technical support and problem resolution for OEM customers and computer hardware, software, peripherals and Internet infrastructure manufacturing companies. These include installation and product support, up & running support, troubleshooting and Usage support. Service Example: Customers calling to resolve a problem with their home PC, customers calling to understand how to dial up to their ISP, customers calling with a problem with their software or hardware. 3.Telemarketing Services The telesales and telemarketing outsourcing services target interaction with potential customers for 'prospecting' like either for generating interest in products and services, or to up-sell / promte and cross sell to an existing customer base or to complete the sales process online. Service Example: Outbound calling to sell wireless services for a telecom provider, outbound calling to retail households to sell leisure holidays, outbound calling to

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existing customers to sell a new rate card for a mobile service provider or outbound calling to sell credit or debit cards etc. 4.Employee IT Help-desk Services The employee IT help-desk services provide technical problem resolution and support for corporate employees. Service Example: of this service include level 1 and 2 multi-channel support across a wide range of shrink wrapped and LOB applications, system problem resolutions related to desktop, notebooks, OS, connectivity etc., office productivity tools support including browsers and mail, new service requests, IT operational issues, product usage queries, routing specific requests to designated contacts and remote diagnostics etc 5.Insurance Processing The insurance processing services provide specialized solutions to the insurance sector and support critical business processes applicable to the industry right from new business acquisition to policy maintenance to claims processing. Service Example: New Business / Promotion: Inbound/outbound sales, Initial Setup, Case Management, Underwriting,

Risk

assessment,

Policy

issuance

etcPolicy

Maintenance

/

Management: Record Changes like Name, Beneficiary, Nominee, Address; Collateral verification,

Surrender

Audits

Accounts

Receivable,

Accounting,

Claim

Overpayment, Customer care service via voice/email etc. 6.Data Entry Services / Data Processing Services Service Example: o Data entry from Paper/Books with highest accuracy and fast turn around time o Data entry from Image file in any format

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o Business Transaction Data entry like sales / purchase / payroll. o Data entry of E-Books / Electronic Books o Data Entry : Yellow Pages / White Pages Keying o Data Entry and compilation from Web site o Data Capture / Collection o Business Card Data Entry into any Format 7.Data Conversion Services Service Example: o Conversion of data across various databases on different platforms o Data Conversion via Input / Output for various media. o Data Conversion for databases, word processors, spreadsheets, and many other standard and custom-made software packages as per requirement. o Conversion from Page maker to PDF format. o Conversion from Ms-Word to HTML format o Conversion from Text to Word Perfect. o Conversion from Text to Word to HTML and Acrobat o E-Book Conversion etc. 8.Book Keeping and Accounting Services Service Example: o General Ledger o Accounts Receivables and Accounts Payable oFinancial Statements o Bank Reconciliation o Assets / Equipment Ledgers etc.

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9.Form Processing Services: Service Example: o Insurance claim form o Medical Form / Medical billing o Online Form Processing o Payrol Processing etc.

FUNCTIONS OF HUMAN RESOURCE MANAGEMENT Human Resource Management or HRM refers to manpower management within an organization. The value of human assets within various departments, need to keep appreciating for the company to profit from the potential of employee skills and experience. There are two main functions of human resource managers. They are:Managerial function: •

Planning

Organizing

Directing

Controlling

Operative functions:•

Procurement functions- job analysis, HR planning, recruitment, selection, placement, induction, internal mobility.

Development- training, executive development, career planning, HR development. Page 10

Motivation and compensation- job design, work scheduling, job evaluation, performance appraisal, compensation administration, incentive benefits

Maintenance- health and safety, employee welfare, social security measures.

Integration

functions-

discipline,

teams

and

team

work,

employee

participation, industrial relations. 

Emerging issues- personal records, HR audit, HR research, HR accounting, stress counseling, international.

It is well known that consultants play an important role in the industry as well as in the economic development of the country. The organization whether in government sector or in the private sector rely on external constants for various IT services such as project feasibility studies, detailed design, detail project report, procurement, quality control, construction supervision, commissioning, strategy formulation, business reengineering, corporate restructuring, bid documents and a variety of other services which a project or client may requires. All the services are rendered in different sectors of consultancy to public and private sector enterprises.Consultant’s role extends from conceptualization to realization of projects.consultant brings expertise and knowledge and guides the owner /client for smooth execution of project. Therefore,it is imperative to treat a consultant differently vis-à-vis the contractor.

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Fig . showing different work of HRM

JOB DESCRIPTION Job descriptions clearly identify and spell out the responsibilities of a specific job. Job descriptions also include information about working conditions, tools, equipment used, knowledge and skills needed, and relationships with other positions. Job descriptions are written statements that describe the:

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duties,

responsibilities,

most important contributions and outcomes needed from a position,

required qualifications of candidates, and

reporting relationship and coworkers of a particular job.

JOB SPECIFICATION Derived from job analysis, it is a statement of employee characteristics and qualifications required for satisfactory performance of defined duties and tasks comprisingaspecific job or function.

JOB DESIGN It is the division of the total task to be performed into the manageable and efficient units-positions, departments and division and to provide for their proper integration. Through job design, organizations try to raise productivity levels by offering nonmonetary rewards such as greater satisfaction from a sense of personal achievement in meeting the increased challenge and responsibility of one's work. Job enlargement, job enrichment, job rotation, and job simplification are the various techniques used in a job design exercise.

JOB ANALYSIS A job analysis is the process used to collect information about the duties, responsibilities,necessary skills, outcomes, and work environment of a particular job. You need as much data as possible to put together a job description, which is the frequent outcome of the job analysis. Additional outcomes include recruiting plans, Page 13

position postings and advertisements, and performance development planning within your performance management system. PURPOSE AND USES OF JOB ANALYSIS 1. Purpose of job analysis in Recruitment and Selection: Job analysis is very important for contents as: • Job duties that should be included in advertisements of vacant positions; • Appropriate salary level for the position to help determine what salary should be offered to a candidate; • Minimum requirements (education and/or experience) for screening applicants; • Interview questions; • Selection tests/instruments (e.g., written tests; oral tests; job simulations); • Applicant appraisal/evaluation forms; • Orientation materials for applicants/new hires 2. Purpose of job analysis in Job evaluation • Judges relative worth of jobs in an organization • Sets fair compensation rates 3. Purpose of job analysis in Job design • Reduce personnel costs, streamline work processes, • Increase productivity and employee empowerment, • Enhance job satisfaction and provide greater scheduling flexibility for the employee. • Simplify job with too many disparate activities • Identifies what must be performed, how it will be performed, where it is to be performed and who will perform it. 4. Purpose of job analysis in Compensation and Benefits: Job Analysis can be used in compensation to identify or determine:

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• Skill levels • Compensation job factors • Work environment (e.g., hazards; attention; physical effort) • Responsibilities (e.g., fiscal; supervisory) 5. Importance of job analysis in Performance Appraisal: Job Analysis can be used in performance review to identify or develop: • Goals and objectives • Performance standards • Evaluation criteria • Length of probationary periods • Duties to be evaluated

6. Importance of job analysis in Training and development: Job Analysis can be used in training needs assessment to identify or develop: • Training content • Assessment tests to measure effectiveness of training • Equipment to be used in delivering the training • Methods of training (i.e., small group, computer-based, video, classroom…) 7. Importance of job analysis in Compliance with labor law: • Identify requirements in compliance with labor law. • Compliance with Civil Rights Legislation in US. • EEO (Equal Employment Opportunity) compliance in US • Required level of education (indirectly related to salary level 8. Job analysis increases productivity How a job analysis increases productivity?

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• Job analysis can use methods of time and motion study or micro-motion analysis in order to time and motion for job. • Job analysis also identify performance criteria so that it promote worker for best performance.

HUMAN RESOURCE PLANNING Human resources planning refers to classic HR administrative functions, and the evaluation and identification of human resources requirements for meeting organizational goals. It also requires an assessment of the availability of the qualified resources that will be needed. Human resources planning should be a key component of nearly every corporation’s strategic business planning. To ensure their competitive advantage in the marketplace, organizations must implement innovative strategies that are designed to enhance their employee retention rate and recruit fresh talent into their companies. ADVANTAGE OF HUMAN RESOURCE PLANNING a) Human resource planning is necessary of all organization .The cooperate pal of the organization regarding expansion, diversification, technological change, should be backed up by the availability of human resources. It suggests modification in the plan when the expected manpower is not available. b) It offsets uncertainty and change. Sometime the organization may have machines and money but not men and consequently the production cannot be started. It offsets such uncertainly and changes to the maximum possible and enables the society to have right men at right time and in the right place. c) It provides scope for advancement and development of employees through training, development etc. Page 16

d) It helps to satisfy the individual needs of the employees for the promotions transfers, salary enhancement, better benefits etc. e) It helps in anticipating the cost of salary, benefits and all the cost of human resources facilitating the formulation of budgets in a society.

PROCESS OF HUMAN RESOURCE PLANNING The process has gained importance in India with the increase in size of business enterprise, complex production technology and the adaptation of professional management technique. It may be rightly regarded as a multistep process including issues such as 1. Deciding goals or objectives 2. Estimating

future

organization

structure

and

manpower

requirements. 3. Auditing human resource 4. Planning job requirements and job descriptions. 5. Developing human resource plan. RECRUITMENT AND SELECTION Recruitment: Recruitment is defined as, “a process to discover the sources of manpower to meet the requirements of the staffing schedule and to employ effective measures for attracting that manpower in adequate numbers to facilitate effective selection of an efficient workforce.” Edwin B. Flippo defined recruitment as “the process of searching for prospective employees and stimulating them to apply for jobs in the organization.” In Page 17

simple words recruitment can be defined as a ‘linking function’-joining together those with jobs to fill and those seeking jobs.

Purpose and Importance of recruitment The general purpose of recruitment is to provide a pool of potentially qualified job candidates. Specifically, the purposes and needs are: •

Determine the present and future requirements of the organization in conjunction with

its personnel-planning and job-analysis activities. •

Increase the pool of job candidates at minimum cost.

Help increase the success rate of the selection process by reducing the number of

visibly, under qualified or overqualified job applicants. •

Help reduce the probability that job applicants, once recruited and selected, will leave

the organization only after a short period of time. •

Begin identifying and preparing potential job applicants who will be

appropriate

candidates. •

Induct

outsiders

with

a

new

Infuse

fresh

blood

Develop an organizational culture that attracts competent people to the company.

Search for talent globally and not just within the company.

at

perspective all

to

levels

of

lead the

the

company. organization.

There are two factors governing recruitments. They are:External •

Supply/demand

Unemployment rate

Labour market

Political and social factors Page 18

Sons of soil

Image

Internal •

Recruitment policy

Human resource planning

Size of the firm

Cost factors

Growth and expansion

RECRUITMENT PROCESS The recruitment and selection is the major function of the human resource department and recruitment process is the first step towards creating the competitive strength and the recruitment strategic advantage for the organisations. Recruitment process involves a systematic procedure from sourcing the candidates to arranging and conducting the interviews and requires many resources and time. A general recruitment process is as follows: •

Identifying the vacancy: The recruitment process begins with the human resource department receiving requisitions for recruitment from any department of the company. These contain:

• Posts to be filled

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• Number of persons • Duties to be performed • Qualifications required •

Preparing the job description and person specification.

Locating and developing the sources of required number and type of employees (Advertising etc).

Short-listing and identifying the prospective employee with required characteristics.

Arranging the interviews with the selected candidates.

Conducting the interview and decision making.

1. Identify vacancy 2. Prepare job description and person specification 3. Advertising the vacancy Page 20

4. Managing the response 5. Short-listing 6. Arrange interviews 7. Conducting interview and decision making The recruitment process is immediately followed by the selection process i.e. the final interviews and the decision making, conveying the decision and the appointment formalities. SELECTION PROCESS

Employee Selection is the process of putting right men on right job. It is a procedure of matching organizational requirements with the skills and qualifications of people. Effective selection can be done only when there is effective matching. By selecting best candidate for the required job, the organization will get quality performance of employees. Moreover, organization will face less of absenteeism and employee turnover problems. By selecting right candidate for the required job, organization will also save time and money. Proper screening of candidates takes place during selection procedure. All the potential candidates who apply for the given job are tested.But selection must be differentiated from recruitment, though these are two phases of employment process. Recruitment is considered to be a positive process as it motivates more of candidates to apply for the job. It creates a pool of applicants. It is just sourcing of data. While selection is a negative process as the inappropriate candidates are rejected here. Recruitment precedes selection in staffing process. Selection involves choosing the best candidate with best abilities, skills and knowledge for the required job. Page 21

The Employee selection Process takes place in following order1. Preliminary Interviews- It is used to eliminate those candidates who do not meet the minimum eligiblity criteria laid down by the organization. The skills, academic and family background, competencies and interests of the candidate are examined during preliminary interview. Preliminary interviews are less formalized and planned than the final interviews. The candidates are given a brief up about the company and the job profile; and it is also examined how much the candidate knows about the company. Preliminary interviews are also called screening interviews. 2. Application blanks- The candidates who clear the preliminary interview are required to fill application blank. It contains data record of the candidates such as details about age, qualifications, reason for leaving previous job, experience, etc. 3. Written Tests- Various written tests conducted during selection procedure are aptitude test, intelligence test, reasoning test, personality test, etc. These tests are used to objectively assess the potential candidate. They should not be biased. 4. Employment Interviews- It is a one to one interaction between the interviewer and the potential candidate. It is used to find whether the candidate is best suited for the required job or not. But such interviews consume time and money both. Moreover the competencies of the candidate cannot be judged. Such interviews may be biased at times. Such interviews should be conducted properly. No distractions should be there in room. There should be an honest communication between candidate and interviewer.

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5. Medical examination- Medical tests are conducted to ensure physical fitness of the potential employee. It will decrease chances of employee absenteeism. 6. Appointment Letter- A reference check is made about the candidate selected and then finally he is appointed by giving a formal appointment letter. 1.2 INDUSTRY PROFILE a.Origin and development of the industry Outsourcing is one such abstracted term that has, over time, amassed considerable positive momentum as well as negative baggage. Outsourcing has been around since the time of the hunters and gatherers. Those who were strong hunters hunted and those who were strong gatherers gathered. Simply put, the primitive society perhaps subconsciously recognised the importance of specialisation and outsourced certain functions to those who excelled at them or, in economic terms, performed them more efficiently. Over a period of time, many started equating outsourcing with specialisation (or division of labour). Outsourcing is a utilitarian concept used in business and accounting. From the accounting point of view, it is defined as the transfer of an internal service function to an outside vendor.Outsourcing was not formally identified as a business strategy until 1989. However, most organizations were not totally selfsufficient; they outsourced those functions for which they had no competency internally. Outsourcing support services is the next stage. In the 1990s, as organizations began to focus more on cost-saving measures, they started to outsource those functions necessary to run a company but not related specifically to the core business. Managers contracted with emerging service companies to deliver accounting, human resources, data processing, internal mail distribution, security, plant maintenance, and the like as a matter of "good housekeeping" (Alexander & Page 23

Young, 1996). Outsourcing components to effect cost savings in key functions is yet another stage as managers seeks to improve their finances.Why is it advantageous to buy services from the outside rather than conduct them from within the company? The answer to this question, which is clearly outlined, is because the service providers who specialise in these services have developed efficiencies and learned how to offer high quality and competitive pricing.Traditionally, companies have outsourced for tactical reasons - reduce costs, free up cash, obtain resources not available internally, and improve their performance. Outsourcing some functions can shift costs from fixed to variable, thus enhancing a company's ability to manage costs more effectively. If a company is moving into a new arena, outsourcing enables it to add new functions with minimal impact on internal resources. It is difficult to quarrel with cost savings, and the companies that approach outsourcing with careful planning save money. Surveying 30 companies, the Outsourcing Institute found they averaged a 9 percent cost savings and a 15 percent increase in capacity by outsourcing. b.Growth and present status of the industry Growth of BPO Sector in India during the first half of 2007 was showing a moderate trend of growth which is registered at 14%. Five years ago, the growth in this sector was quite low due to less contracts but the situation is worse now. However, the growth of the BPO sector is expected to improve. The BPO and KPO sectors in India have been showing some positive signs with demands from western countries increasing manifold due to the availability of cost-effective labor in India, which is highly skilled and also fluent in English. The BPOs in India are focused on increasing the growth through change in pricing techniques. Pricing in a BPO is supposed to be based on the value added to the business. So a remarkable change is in store as the

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BPOs in India work towards their full potential.Of course, the big boom in the BPO industry in 2003 had generated a lot of employment opportunities and continues even today. Nevertheless, Indian BPO sector is facing competition from countries like Philippines, Mexico, Malaysia, China, and Canada. The expected growth of this sector in 2003 was 25%. Nations like the United States and Europe are showing great interest in increasing their investments in the Indian BPO sector. The trends in growth of the BPO sector in India are as follows: •

2003 - USD 2.8 billion

2004 - USD 3.9 billion

2005 - USD 5.7 billion

The growth in the BPO sector of India in 2004 was mainly due to the demands from the two segments . BFSI and telecommunications. There were low telecom costs for the leased lines and 400 companies were part of the BPO sector of India. The companies that were involved included third parties, Indian companies, and multinational corporations. Growth of BPO sector in India has been truly impressive in recent years, but things can get even better, according to market analysts. India stands out already as a market leader as far as BPOs are concerned and so India also attracts huge foreign investments which are extremely essential since the Indian economy is expected to have an unprecedented growth in the years to come. c.Future of the industry From the last two decades Business Process Outsourcing is catering various industries like

Retail,

Insurance,

Mortgage,

Banking

and

Finance,

Healthcare,

Telecommunications, Technology, Travel and Hospitality and more. Companies are Page 25

consolidating and standardizing operating processes by outsourcing the business process to third parties that offer economies and focused management expertise. In the present scenario many UK and USA based companies are resorting to Asian countries like India, China, Russia and Philippines to outsource their business processes. Offshore BPO is predicted to grow at a significant rate per year. BPO within Asia-Pacific market is expected to display a growth rate of about $18 billion by 2012. Business Process Outsourcing help companies achieve indomitable position in the service market and generate high profits by improving their business operations. Business Process Outsourcing is a tool that allows the companies to survive in the cut throat competition by retaining their customers and providing high rate of customer satisfaction. The advancements in technology and infrastructure have made it easier to carry out BPO services. Countries offering cost advantage by way of cheap labor along with skilled workforce are ideal destinations for BPO industry. Future of BPO in India: Today 55% BPO services are carried out by Indians and the future prospects are even more promising with increasing number of graduates in the country who are well versed in English language. People in India have now started looking at BPO jobs as long term career as it offers fast-track career advancement opportunities. Earlier only professional degree holders used to get hefty salaries but the advent of BPO has made graduates to earn well in the service sector. Subsequently India’s economy has got a hike since the establishment of BPO firms.

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PROFILE OF THE ORGANISATION

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2.1 ORIGIN OF THE ORGANISATION Kaizen Konsultancy is a new generation –team owned and operated business. It is establish in 10 july 2008 at Malviya nagar ,New Delhi.Kaizen is a Japanese word means for improvement. It is a Japanese philosophy that focuses on continuous improvement throughout all aspects of life. When applied to the workplace, Kaizen activities continually improve all functions of a business from manufacturing to management and from the CEO to the assembly line workers. By improving the standardized activities and processes, Kaizen aims to eliminate waste. Kaizen was first implemented in several Japanese businesses during the country's recovery after World War II, including Toyota, and has since spread to businesses throughout the world. So we at Kaizen Konsultancy strongly believe in this philosophy and keeping Kaizen theory in our mind we want to serve our clients the best. Kaizen Konsultancy is a search firm offering end to end, real time, turn-key solutions in Human Resource Management. Kaizen Konsultancy Services, founded by a team of HR and software professionals provide IT and Non-IT manpower consulting services to global market.Kaizen aims at increasing the productivity of our client by constantly catering to their needs with atmost precession and professionalism. We nurture rising technologies, offer architecture alternatives and technology value adds and deliver customized solutions according to the needs of the client and help clients align their IT systems with business goals. We follow the Kaizen model. It is the tortoise compared to the traditional western management hare. In the west, big changes equal big results - that’s the mantra that is traditionally chanted in the west. The result is often a big expenditure of money and time and in the end, the Page 29

results are not that great. •

We rely on long-term, long lasting and non-dramatic changes.

“Small steps done many times” is the method that we rely on.

In Kaizen model, itis a group effort – everyone is involved and contributing. It requires a small investment of money, but a large investment in effort, cooperation and training. If done correctly, the results are often amazing. We at Kaizen Konsultancy have a commitment to achieve best of best in today’s enviroment.We adhere towards our business,clients,employees,vendors and soceity at large with commitment of quality and service.We are driven by a customer-oriented approach with focus on impeccable standards of operational excellence ,seamless integration of project aspects and providing tailor-made solutions that meet the clients needs.We provide professional development opportunities that promote organizational and individual success. The Principle “kaizen” means Continuous improvement. The method is a Team approach, implemented with utmost sincerity to achieve best result! The concept does not end by providing services by just assisting to establish a venture or running a business, rather, by providing long lasting solution! 2.2GROWTH AND DEVELOPMENT OF THE ORGANIZATION Presently Kaizen Konsultancy is acquiring a good position in the market through its quality goods and services.This company is approved by ISO and registered in New Delhi.Kaizen is successful in developing good relationship with other organizations. Kaizen generates process-oriented thinking, since processes must be improved before Page 30

we get improved results. Kaizen is also people-oriented and is directed at people's efforts. This contrasts sharply with the result oriented thinking of most Western managers. In Japan, the process is considered just as important as the obviously intended result. In the US, generally speaking, no matter how hard a person works, lack of results will result in a poor personal rating and lower income or status. The individual's contribution is valued only for its concrete results. •

Discipline

Time management

Skill development

Participation and involvement

Morale

Communication

Graphic Products can help reach these goals. Make safety a top priority in the workplace by clearly marking all hazards. or constant. All systems are subject to deteriorate unless a continuing effort is made to maintain or improve, as you can see in the figure below. The worst companies are those that do nothing but maintenance (no internal drive for Kaizen OR innovation). Improvement by definition is slow, gradual and often invisible with effects that are felt over the long run. In a slow-growth economy, Kaizen often has a better payoff than innovation does. For example: it's difficult to increase sales by 10% but it's not so difficult to cut manufacturing costs by 10%. However, because Western management is so focused on the short term and immediate results, often the Kaizen approach is not given the opportunity. Western management

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philosophy might be that they don't care what one do or how one does it. They want the results- and they want it instantly. If profit is the only means to measure performance of top management, then they will be reluctant to initiate improvements that risk hurting short-term profits, even if the long-term benefits of such change are obvious. Kaizen does not call for a large investment to implement it, but it does call for a great deal of continuous effort and commitment. To implement Kaizen, you need only simple, conventional techniques. Often, common sense is all that is needed. On the other hand, innovation usually requires highly sophisticated technology, as well as a huge investment. Kaizen is a constant slope, while innovation is a staircase. Often, innovation do es not bring the staircase effect, however, because it lacks the Kaizen strategy to go along with it. Once a new system has been installed as a result of new innovation, it is subject to steady deterioration unless continuing efforts are made to first maintain it and then improve on it. There is no such thing as static. The benefits of Kaizen are obvious to those who have introduced it. Kaizen leads to improved quality and greater productivity. Where Kaizen is introduced for the first time, management may easily see productivity increase by 30 percent, 50 percent and even 100 percent and more, all without any major capital investments. Kaizen helps lower the breakeven point. It helps management to become more attentive to customer needs and build a system that takes customer requirements into account. The Kaizen strategy strives to give undivided attention to both process and result. It is the effort that counts when we are talking about process Kaizen requires virtually everyone's personal efforts and the knowledge that with that effort and time, improvements will be made. Management must make a conscious and continuous

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effort to support it. It requires a substantial management commitment of time and effort. Investing in Kaizen means investing people, not capital.

2.3PRESENT STATUS OF THE ORGANISATION Kaizen can assist any overseas company which is interested in setting up business in India to comply with certain formalities by setting up a private/public limited company. Continuous improvement and proper management should develop a system that rewards the efforts of both workers and managers, and not just the recognition of results. Kaizen does not replace or preclude innovation. Rather, the two are complementary. Ideally, innovation should take off after Kaizen has been exhausted, and Kaizen should follow as soon as innovation is initiated. Kaizen and innovation are inseparable ingredients in progress. The Kaizen concept is valid not only in Japan, but in other countries. All people have an instinctive desire to improve themselves. Although it is true that cultural factors affect an individual's behavior, it is also true that the individual's behavior can be measured and affected through a series of factors or processes. Thus, it is always possible regardless of the culture, to break behavior down into processes and to establish control points and check points. This is why such management tools and decision-making and problem solving have a universal validity.

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2.4FUNCTIONAL DEPARTMENT OF ORGANISATION

Functional departments of Kaizen Konsultancy

marketing HR dept. Acoounts Dept. IT Dept.

2.5 ORGANISATION STRUCTURE

VARUN BANSAL (MANAGING DIRECTOR)

PRASHIL RAWAT (BUSINESS MANAGER)

AKANSHA (TEAM LEADER)

VAISHALI

JYOTI

MEGHALI

MANDAKINI

PRIYANKA

PRIYA

JURISHREE

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2.6 MARKET PROFILE OF THE ORGANIZATION OUR MISSION We believe that in today’s highly competitive and quality conscious business environment, organizations need appropriate personnel across various functions in terms of knowledge, skills and attitude with personality. We assist our clients in their quest for the right professional talent through out vast and comprehensive databank and specialized search through head hunting. To provide our clients with a steady stream of superior talent in the Information Technology enabled space and in turn becoming a recognized talent search firm with a brand which epitomizes honesty, integrity and professionalism to all its stakeholders. OUR VISION We at Kaizen konsultancy are fully equipped to help organizations focus on the core area of their business, which demands their creative and management time. Our Aim at Kaizen is simple; to make recruitment quick, easy and cost effective yet qualitative. We provide one-stop solutions to recruit the right candidate for your organization. OUR STRENGTH 1.Our top consultants and service coordinators respond to every call don’t miss a single opportunity to serve you 2.We work with experienced and well talented group of professionals who are masters of their field 3.We provide our customers an easy web interface to directly talk to our administration regarding any loops and holes in the products and service 4.Our satisfied customers are the biggest strength and motivation factor for us. Page 35

OUR VALUES THAT DRIVE US TO ACHIEVE •

Customer delight to surpass customer expectations consistently.

Integrity & transparency to be ethical, earnest and unwrap to all our transactions.

Leadership by example to set standards through our business and communication to be an example.

Fairness to earn trust and respect.

Excellence to strive persistently,consistently progress in our services and products to become the best.

OUR COMMITMENT

Kaizen Konsultancy will work in partnership with our customers, employees, and owners to meet their requirements. We will not be satisfied with anything less, and we will continually improve our processes until those requirements are met. We will achieve these objectives with the highest degree of integrity and professionalism, and in a manner that will earn the respect of each group to which we are committed. COMMITMENT TO CUSTOMERS Kaizen Konsultancy will understand and conform to our customer’s requirement by providing defect-free products and services. We will provide our customers with products and services that are of highest available value. Page 36

COMMITMENT TO EMPLOYEES Kaizen konsultancy will provide the employees with a secure, safe, and enjoyable work environment. In order to meet commitments to our customers and clients, we require employees who continually improve their performance levels.To attract and retain caliber employees, we will offer a competitive compensation and benefits package, including profit sharing based upon companys profitability and individual incentive compensation plans based on performances where appropriate. COMMITMENT TO OWNERS Kaizen konsultancy will steadily increase pre-tax profits over the long term while maintaining a reasonable return on investment. We will safeguard the assets of the assets of the company by exercising a high level of risk control. OUR CLIENTS INCLUDES We provide manpower to various service Industries Entry/Middle/Senior level management, etc. our existing clients consists of •

Genpact

WNS

Intelenet global

Jindal Intellicom

Exl services

Aegis BPO

Quattro BPO

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•

Metlife

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DISCUSSION ON TRAINING

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3.1WORK PROFILE (ROLE AND RESPONSIBILITIES) It give me an honour to work in the Kaizen Konsultancy in which I have being worked as HR trainee executive. As a trainee, I have been given various task ranges form business development to candidate selection. As a part of candidate selection process I worked in a particular framework(mainly for BPO sector) as formulated by the concerned organization. I used to take help from some websites like naukiri and monster.com for getting the information of the candidate. I took telephonic interview, at first ,for checking there communication skills as desired and further call them on for face to face interviews with the HR of the companies. Under my training period I also came to know how to handle the candidates and how to deal with the companies to satify their there demands. I promoted the brand value of the organization through the regular follow-up of the clients and explained the profile and what did my organization achieve in past years. 3.2 DESCRIPTION OF LIVE EXPERIENCES The main experience of this job was –  Each client is unique and all are not alike in all respects. each individual have a separate set of personal characteristic.  Before going in front of the client we must have the detailed knowledge of product, company profile, market price and competitors.  In each meeting ,we must have on time. Finally we have to make the good relation to the company as well as personal for the good network in the society From this job I got the experience in the field of recruitment. I was trained to under to understand the behaviors of the candidates & other competing firms. I Page 40

also got to know about business development and how to generate leads. It makes me more responsible towards my job. I got some good tips regarding leadership quality from my senior colleagues. I got to the know about the pattern of the ITES sector scripts-how they move in correspondence to the market movement and also the economy. In BPOs there are two main divisions: 1.Domestic 2.International

Role and responsibilities  The first task was to understand the various job profiles for which recruitment is to be done.  The next step was to explore the various job portals to search for suitable candidates for the job profile.  Once the search criteria were put, candidates go through a telephonic interview to validate the information mentioned in their resume.  A candidates matching the desired profile was lined for the first round of face to face interview in their respective cities.  Firstly the candidates had filled up the personal data form (pdf).  Then the candidates INTERVIEW EVALUATION SHEET which is provided by interviewer was crossed checked by the HR team. If they think that the candidates was good to hire or not.

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 When a candidates clears his first round, he is then made to take an online aptitude test. We created the online aptitude test .It is the HR department, which has the exclusive rights to assign test, codes to the candidates. Each code was unique and could be used only once by a candidates.  I was involved in assigning codes administering the test.  Once the candidate completed his first assessment, his scores were checked. If he cleared his cut-off he was given another test. 

I had the responsibility to make sure that candidates complete all formalities and had to regularly follow up with them.

KEY LEARNINGS

How to use job portals like Naukri, Monster, Timesjob and Shine.

To establish a match between job description and job specification.

To communicate a job opening to a candidate in the right way so as to attract the desired candidate.

To understand a candidates requirement of the job for a long term or a short term basis.

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STUDY OF RESEARCH PROBLEM

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4.1 STATEMENT OF RESEARCH PROBLEM Research is a method through which we get best and suitable suggestion for growth and development of organization. Our objective is to analyze “comparative study between Kaizen Konsultancy with other consultancies�. While searching for the company profile it was hard to get the accurate details, but was possible though the help of seniors and questioners. 4.2 STATEMENT OF RESEARCH OBJECTIVE The main aim of research is to find out the truth which is hidden and which has not been discovered as yet. 1

To study the corporate profile with some light on their future plans.

2

To study in detail about the charges existing in the market.

3

To identify the shortcomings and strength of Kaizen Konsultancy.

4

To conduct an analysis on satisfaction from services of Kaizen Konsultancy.

5

To outline the suggestions for growth and development of company .

6 To know about the effectiveness of employee of Kaizen Konsultancy. 7 To gain the familiarity with the other organization . 8

Area in which our company leads in the market and area where we lack.

4.3

RESEARCH DESIGN AND METHODOLOGY

Collection of data: 1

Primary Sources

2

Secondary Sources

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Primary data a)Direct observation b)Questionnaire. c)Detail given by our senior.

Secondary data 1. Book 2. Magazines 3. Journals 4. Internet 5. Help from seniors.

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ANALYSIS

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5.1

ANALYSIS OF DATA

After the collection of data, it is being analyzed. The responses given by employees are analyzed in order to present it into meaningful form. Various scales and graphical representations are being used to present information clearly.

1.COMPARISION CALLING/DAY)

BETWEEN

COMPANIES

(COMPANY

Company Calling 70 60 50 40 Company Calling

30 20 10 0 Kaizen Konsultancy

Hr Solution

India Placement

Solar Hr

Fig-5.1

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2. DIFFERENCES ON THE BASIS OF PREFERENCES

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Fig:5.2

3.EFFECTIVENESS OF COMPANY CALLING

Fig-5.3

4.RECRUITMENT / DAY OF DIFFERENT CONSULTANCY Page 49

Fig-5.4 5.CHARGES CHARGED BY DIFFERENT COMPANIES FOR SERVICES

Fig.5.5

6.PERCENTAGE OF RECRUITMENT LEVEL THROUGH

KAIZEN Page 50

KONSULTANCY

Fig-5.6

5. 2 SUMMARY OF FINDINGS

1. Communication affects the recruitment and selection of an individual . 2

The employees are satisfied with the existing recruitment policy

of the

organization. 3

The employees prefer a need of improvement in the process of recruitment in KAIZEN KONSULTANCY.

4

Most of the employees don’t feel comfortable with the interviewee at the time of interview.

5

Employees prefer different recruitment policies for different levels in the organization.

6

Only e- recruitment is not sufficient and the company should go for walk-ins or campus recruitments. Page 51

7

Most of the employees external source of recruitment .

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SUMMARY AND CONCLUSIONS

6.1 SUMMARY AND LEARNING EXPERIENCE Page 53

1.Taking telephonic interview of the candidates. 2.Collecting evaluation sheets from the candidates for the interview purpose. 3.Giving feedback form to the employees working in a Kaizen Konsultancy services. 4.Collecting that feedback form from the employees. 5.Analyzing the feed back form.

6.2 CONCLUSION AND RECOMMENDATIONS. 1. Company should take care of the feelings and needs of the employees working in their organization. 2. Company should arrange different training program for the betterment of both employees and organization. 3.Training program include improvement of communication skills, nurturing their individuals talents etc. 4.Company should go for campus recruitment like MBA pass outs etc. 5. There should be time to time variations in the working criteria of the employees so that a change can maintain their interest in their work and it also avoids boredom among the employees. 6. Company should conduct a small get-together for the employees at all the levels so that they can know which people are working at their workplace and it will create a friendly environment in the organization which will motive the employees to work at their best. 7. Company should train their trainees to their best extent. Source of Data Page 54

QUESTIONNAIRE(for canditdate)

a. Name :- ………………………… b. Age:-

…………

c. Occupation:- …………………………… d. Qualification:- …………………………………….. e. company name:- …………………………................

Q1. Is services of our consultancy effective?

Yes

No

Sometimes

Q2. Are you aware of “Kaizen Konsultancy Services” in crowd of many consultancy?

Yes

No

Q3. You prefer which consultancy more who is specialized in one area or who has versatile area ?

Specialized

Versatile area

Q4. Are you aware of different services provided by the consultancies? Yes

No

A little

Q5. Do you frequently change your job?

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Yes

No

Q6. Which factor do you consider while selecting a consultancy? Reputation

Service Charges

After sales services

Q7. Which Consultancy service satisfy you more? Kaizen Konsultancy Services Lakshya Solar HR India Placement

Q8. You got frequent call for job from which consultancy? Kaizen Konsultancy Services Lakshya Solar HR India Placement

Q.9 Does Kaizen Konsultancy assist you in case of any problem faced while working. Yes

No

QUESTIONNAIRE(for hr in different companies)

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a. Name :b. Occupation:c. Qualification:d. company name:-

Q1. Is Consultancy important for the corporate world? Yes

No

Q2. Is services of our consultancy effective? Yes

No

Sometimes

Q3. Are you aware of “Kaizen Konsultancy Services� in crowd of many consultancies?

Yes

No

Q4. Do you like the way people talk to you from Kaizen Konsultancy Services?

Yes

No

Q5. Are you aware of different services provided by the consultancies? Yes

No

A little

Q6. Do you like the quality provided by our consultancy?

Yes

No

Q7. Which factor do you consider while selecting a consultancy for recruitment? Page 57

Reputation

Service Charges

After sales services

Q8. Which Consultancy? Kaizen Konsultancy Services Lakshya Solar HR India Placement Q9. You got frequent call asking for any vacancy from which consultancy? Kaizen Konsultancy Services Lakshya Solar HR India Placement Q10. Do you think that service charge is fit for our services? Yes

No

Q11 .Are you satisfied with different categories in which our company deals? Yes

DETAILS OF QUESTIONAIRE

No

DATA

INTERPRETION

THROUGH Page 58

 70% of person said that consultancy is important while rest did not agree.  80% of candidate and 90% of employee are satisfied with Kaizen Konsultancy Services.  Maximum people said they are aware of Kaizen Konsultancy Services name in crowd of so many consultancies.  70% of HR said calling of our company is more effective than other consultancies.  Service after recruitment is effective but not up to the mark.  Our versatile field working attract companies towards our companies.  Maximum hr is satisfied with the service charge charged by us as many companies charge more than us.  Area to be focused more is after recruitment services as many people are not satisfied with it.

BIBLOGRAPHY Page 59

1. Rao V S P –Human Resource management-Excel Book-Delhi(2004-2005)

2. Kothari C.R –(2009)- Research Methodology – New Age International Publishers-Delhi

3.

Ashwathapa K –(2010)-Production And Operation Management- Himalaya Publication-Delhi

4. http://www.google.com/ 5. http://www.bestindiansites.com/

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RECRUITMENT AND SELECTION PROCESS FOR THE BPO SECTOR IN KAIZEN KONSULTANCY