CHAPTER -1 INTRODUCTION

This chapter deals with introductory framework, as it includes companys profile, growth and its customer deliverance.

Name of the organization : Bcube IT Service Pvt. Ltd. Industry Address Key People : Business Process Outsource : 264, Udhyog Vihar, Phase 1, Gurgaon, Haryana : Mr. Anuj Saxena (Founder Director) Mr. Puneet Chandra (Founder Director) Mr. Ankit Jain (Founder Director) Mrs. Prabha Naidu (HR Manager) Employees Website Email ID Contact No. : 50 employees on pay role and 750 agents : http://www.bcubeit.com : info@bcubeit.com : +91 124 6470406

1.1 OVERVIEW
1.11 This chapter includes the introduction about Bcube IT Service Pvt. Ltd., which is one of the Indias fastest grown BPO and has a strong technology focus with competent software professionals focused on building and operating latest software and technology platforms. This chapter also includes the profile of BPO. It was build up in the twentieth century and has been developed as a strong entity till date. It has introduced many services so as to serve its customers with full enthusiasm. It has ensured complete customer delight, living up to its image of, BUILDING CUSTOMER TRUST. 1.12 The company has 2 branches in Gurgaon and 1 in Noida, the facilities to which have been built to international standards with the latest operations and technology infrastructure, which impart a superior working environment for attracting and retaining the best talent and providing world-class service to customers. Strategic alliances with leading technology providers ensure high quality technology to support service delivery and form a secured global backbone.

1.2 INDUSTRY PROFILE:

BUSINESS PROCESS OUTSOURCING: An Overview: 1.21 Off shoring is a phenomenon, wherein an enterprise relocates the production of its goods or services to various locations in countries other than the one in which it is based. Off-shoring- especially that of serviceshas become an increasingly viable option for companies looking to improve their operational efficiencies, bottom lined and business performance. In fact, to achieve global competitiveness and high profitability, it has now almost become imperative for most of the companies to offshore some of their IT and non- IT BPO services. The global Business Process Outsourcing (BPO) market has undergone rapid transformation during the last decade and has been adopted as a strategic business solution by leading companies. A reduction in telecom costs, coupled with the increased digitization of services, is helping many companies to off-shore their services. 2

1.22 Business process outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider. BPO is typically categorized into back office outsourcing - which includes internal business functions such as human resources or finance and accounting, and front office outsourcing - which includes customerrelated services such as contact canter services. BPO that is contracted outside a company's country is called offshore outsourcing. BPO that is contracted to a company's neighbouring (or nearby) country is called near shore outsourcing. Often the business processes are information technology-based, and are referred to as ITES-BPO, where ITES stands for Information Technology Enabled Service. Knowledge process outsourcing (KPO) and legal process outsourcing (LPO) are some of the sub-segments of business process outsourcing industry. After growing 20 per cent in 2012, the BPO industry of the Philippines is estimated to gross revenue of upwards to $25 billion by 2016. By these estimates, the Philippine's BPO industry will account for approximately 10 per cent of the nation's GDP.

1.3 COMPANY PROFILE Bcube IT Service Pvt. Ltd.

1.31 It is a BPO, which handles contact centre and customer relationship management services. Since inception, its focus has been on customer deliverance, with right mix of technology and innovative ideas. It is not just a Business Process Outsourcing company but also a reliable partner who promises to make valuable difference to its clients business. It enhances its partners competitive advantage and profitability and offers a medley of cost effective, flexible and viable solutions. 1.32 Bcube basically delivers services in the verticals of FMCG, Telecom, Media/satellite, BFSI, Online classifieds, Travel, Property, Jobs, Education, and Hospitality. It has a strong technology focus with competent software professionals focused on building and operating latest software and technology platforms. 3

1.4 FUNCTIONAL AREAS

Functional areas of the company comprise of different departments such as Human Resource department, accounts department, administration and information technology department. 1.41 Human Resource Department:

The Human Resource Department of the organization deals with management of people within the organisation. The Department is responsible for hiring members of staff and ensuring that they perform to expectation. The HR Department of Bcube involves different aspects under it such as: a. Manpower Planning- The HR Executive keeps a record of the future requirement of the man force as per the attrition rate in the organization. b. Recruitment and Selection- One of the most important jobs of HR executive is to recruit the best people for the organization. This is of crucial importance as the success of the organization depends on the quality of its workforce. c. Performance Appraisal- Once the employees are recruited, the HR Department reviews their performance on a regular basis through proper performance appraisals. d. Training and Development- HR department constantly keeps a watch over the employees of the organization. All training and development need are carried out by this department. 1.42 Finance Department:

Finance department helps in the allocation of assets and liabilities over time under conditions of certainty and uncertainty. Finance department of Bcube involves:

a. Cash Collection- The supervisor receives cash from sales and other sources and maintains that cash. He makes sure that the cash is deposited in the appropriate checking accounts of the business. b. Cash Payments- The supervisor also prepares all the cheques for the signatures of the business officers who are authorized to sign them. 1.43 Information Technology Department:

The Information Technology Department in Bcube has the charge of all computer based systems used by the employees of the organization. It involves providing systems, repairing and maintaining, as well as coming up with solutions for users. Information Technology department of Bcube involves: The supervisor plans, manages and helps in the creation and implementation of Management Information System (MIS), Decision Support System (DSS) and information systems to the strategic and tactical levels of management.
b.

a.

The supervisor manages the Naukri portal which is used by the organization so as to recruit employees.

c.

He also determines the quality, security and validity of guaranteed information system data and ensures that all safety aspects have been taken into account during the planning and implementation of development projects.

1.5

COMPANYS VISION:

Companys vision is to offer seamless extension of their clients customer relationship management by being a premier provider for customer acquisition and servicing along with retention services.

COMPANYS MISSION:

To build strong client relationships and strategic partnerships through quality people, excellent service and superior technology.

1.6 PRODUCT RANGE:

1. Times Job

TimesJobs.com is the fastest growing and most innovative Indian online recruitment portal. It is basically an Indian employment website which operates in India and Middle East. It is owned and operated by The Times Group. 2. Magic Bricks

It is a platform to bring together property seekers and sellers in the real estate industry. It is a high-end property portal that caters to a global market with its unique services and novel online features. It was launched in the year 2006 by Times Group. It has quickly risen to the No. 1 Property Portal in India. 3. Nextra

It is an emerging world-class Internet Service Provider (ISP) that caters to both home and business segments. Nextra literally means the "Next Era" of Broadband. The philosophy of "Next Era" is embedded in Nextras core Brand Image "The Emergence of the New Sun". 4. Fenesta

Fenesta is India's largest windows and doors company. It has installed more than a Million windows doors across nearly 150,000 homes. Empowered with knowledge of India's extreme conditions, Fenesta has designed UPVC windows and doors that are able to withstand India's extreme climate. 5. Oxigen

Oxigen is a leader in Electronic bill Payment and recharge. Aggregation of Recharge, Bill Payments & Subscriptions, for all leading Telecom operators, Internet Service providers, Direct to Home TV (Dish and Tata Sky), Prepaid Radio (World space), Prepaid Value added Services (MobiBuzz), Railway and Airline ticketing (Air Deccans MFly) etc on a single platform.

1.7 ORGANIZATION STRUCTURE:

Organizational structure of Bcube consists of the Director who is accompanied by different managers such as Sales Manager, HR Manager, Accounts Manager, IT Manager and Admin Manager who are further accompanied by team leaders, supervisors, etc.

Figure 1 Organizational Structure of Bcube IT Service Pvt. Ltd. 1.7 PRESENT LEADERSHIP: 1. HR Manager The HR Manager sets day to day goals for the organisation and plans for future ventures and objectives of the HR department. 2. Team Lead HR The Team lead HR has to supervise, guide and help the colleagues to work together in the organization and ensure that they deliver services to the best of their knowledge. 3. HR Executives The HR Executives recruit manpower in the organization as per the requirements and thereby maintain the whole life cycle of the employees in the organization. HR Executive also ensures that each and every employee of the organization is enrolled in the ESI and PF deductions and thereby decides the salary of the employees. 4. Outbound Sales Manager Outbound Sales Manager manages the overall activities performed by his team and sees to it that no fake work is done by his team. He frames a set of guidelines for his team which are supposed to be followed by each and every member of his team. 5. Inbound Sales Manager:

Inbound Sales Manager also manages the overall activities performed by his team and sees to it that all the queries of the people are solved by his team. He frames a set of guidelines for his team which are supposed to be followed by each and every member of his team. 1.8 SOURCE OF DATA COLLECTION 1.81 DATA COLLECTION Data collection is a term used to describe a process of preparing and collecting business data - for example as part of a process improvement or similar project. Data collection usually takes place early on in an improvement project, and is often formalized through a data collection Plan which often contains the following activity. 1. 2. 3. Pre collection activity Agree goals, target data, definitions, methods Collection data collection Present Findings usually involves some form of sorting analysis and/or presentation.

There are two methods of data collection which are discussed below: DATA COLLECTION PRIMARY DATA (Data collection techniques) SECONDARY DATA

QUESTIONNAIRE

INTERVIEW EXTERNAL SOURCE

INTERNET

INTERNAL SOURCE

Unstructured Figure 2 Methods of Data Collection 1.8 1 PRIMARY DATA

In primary data collection, data is collected by using methods such as interviews and questionnaires. The key point here is that the data we collect is unique to our research and, until we publish it, no one else has access to it. The data for the project has been collected through questionnaires. The key point here is that the data collected is unique and research and, no one else has access to it. It is done to get the real scenario and to get the original data of present. DATA COLLECTION TECHNIQUE Questionnaire: A questionnaire of 15 questions has been analysed to know the current scenario of the company. The questionnaire consists of close ended questions in which the respondents are suppose to choose any one of the options provided to them.

CHAPTER-2 SWOT ANALYSIS OF THE COMPANY

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CHAPTER-2 SWOT ANALYSIS OF BCUBE IT SERVICES PVT. LTD.

2.1 SWOT analysis is a strategic planning method used to evaluate the Strengths, Weaknesses/Limitations, Opportunities, and Threats involved in a project or in a business venture. It involves specifying the objective of the business venture or project and identifying the internal and external factors that are favourable and unfavourable to achieve that objective. The technique is credited to Albert Humphrey.

SWOT analysis of Bcube IT Services Pvt Ltd.:

STRENGTHS English speaking workforce Abundant Manpower Dedicated Workforce Cost competitiveness

WEAKNESS High attrition rate Local Infrastructure Manpower Shortage High Cost of telecom 11

Conductive Environment Operational Excellence

Political opposition

OPPORTUNITIES Move up the value chain Unexplored markets Greater share of market Work Closely

THREATS Emerging low cost nations Rising cost Slowdown of demand Technology

Figure 3 SWOT Analysis of Bcube IT Service Pvt. Ltd.

2.11 Strengths:
a. Large pool of highly qualified and English speaking manpower with in depth knowledge and understanding of the market. b. The company also provides operational excellence so as to cater the upcoming queries of the customers. c. Dedicated and abundant workforce aiming at making a long-term career in the field. d. Strong and well spread network of qualified intermediaries and agents. e. Conductive Environment prevailing in the organization. f. Cost competitiveness in the organization. g. Finance department helps the organization to keep a track on the administration cost and all the other expenses. 12

2.12 Weakness:
a. There is high attrition rate in the organization due to high pressure. So the organization should minimize the pressure to retain employees in the organization. b. The infrastructure is local which leads to de-motivation of employees in the organization. c. There is a high cost of telecom which is a big issue in the company. d. The organization faces a shortage of manpower because of the high attrition rate prevailing in the organization.

2.13 Opportunities:
a. The biggest opportunity for the organization is that it can move up the value chain as much as possible by proving business outsource for more companies. b. There are a lot of unexplored markets, such as Badli, Seelampur, Wazirpur and Kapashera, which can be captured and explored. c. Greater market share of the organization, as more shareholders are interested in companys market shares. d. The employees work closely so as to attain the maximum output for the organization.

2.14 Threats:
a. Emerging low cost nations is a big threat to the organization. b. The rising cost due to the high telecom costs increases the threat to the organization. c. Slowdown of demand is also a big threat for the organization. d. Upcoming technology is also a big threat for the organization.

2.2 USPs of the organization:

2.21 Human Resource 13

USP of HR includes the following: a. E-recruitment and recruitment through consultancies. b. Different Reward & Recognition programmes to motivate employees so as to retain them in the organization. c. Attaining Employee satisfaction through paying off bonus and incentives to them. 2.22 Finance USP of finance includes the following: a. Finance department helps the organization to keep a track on the administration cost and all the other expenses. b. Thus, its main USP is that it helps in cost-cutting thus lowering the cost. c. Finance department analysis the risk free areas and assures that the company plays secure enough to handle everything. 2.23 Information Technology USP of IT includes the following: a. It acts as an important source for the organization as it maintains the hub of all the networks in the organization. b. IT department remains updated with the new technological advancements so as to achieve edge over competitors.

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CHAPTER 3 DATA COLLECTION AND PRESENTATION

CHAPTER-3 DATA COLLECTION AND PRESENTATION 3.1 Overview:

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Data Collection is done to collect data from internal and external sources so as to analyse the facts and know the capability of the organization to reach heights. In this chapter, the data was collected with help of questionnaire, which was analysed and interpreted and inferences were drawn for each and every question.

A. Data Collection 1. Human Resource Management:

1.1 HR Planning Human Resource planning is a deliberate strategy for acquisition, improvement and preservation of enterprises human resources. It is a managerial function aimed at coordinating the requirements for the availability of different types of employees. This involves ensuring that the organisation has enough of right kind of people at right time. HR Planning followed by Bcube is: a. Identify and acquire right number of people with proper skills: The organization identifies the need of number of people required to be recruited for the organization and the skills required in them. It facilitates the realization of the companys objectives by providing the right type and the right number of personnel. b. Motivate employees to achieve high performance: To build a meritocratic environment, the company makes plans to recognize significant contributions made by their employees and motivates them to work more significantly by providing them incentives and bonus. c. Create interactive links between business objectives and resource planning objectives: The organization also creates an interactive link between the business objectives and the resource planning. 1.2 Recruitment Recruitment refers to the process of attracting, screening, selecting, and onboarding a qualified person for a job. Recruitment process followed by Bcube is:

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a. Job analysis: Job analysis is done by the organization so as to analyse as to what kind of people are to be focussed in the recruitment process. b. Sourcing: Sourcing is used so as to identify right candidates to fill the vacancies. The company uses sources such as advertising in newspapers, recruitment consultancies, employee referral schemes, job portals and campus recruitments. c. Recruitment consultancies which are in contract with Bcube are Naukrilo.com, Divyahari Consultancy, Divitia Consultants, A4 Solutions, Kedia Consultancy, etc. d. Employee referral scheme includes giving a chance to the employees to pick their colleagues because we know that SMART PEOPLE KNOW SMART PEOPLE. Bcube provides Rs. 500 per month for each referral. e. Job portal mainly used by the company is timesjob.com. Jobs are posted on the portal and the people searching for jobs come to know about the vacancies. Other portals used by the company are olx.com, naukri.com, monster.com, etc. f. Campus recruitment of the company is aimed at hiring students from key B-schools such as J K Business School, Skyline Business School and Maharishi Dayanand Institute. g. Screening: Bcube then screens the candidates by looking at the

relevant skills, knowledge, aptitude, qualifications and educational or job related experience of the candidates. This helps in putting the right candidate at right job.

1.3 Selection and Induction After the pool of employees is made, it leads to final selection of the best candidate. a. Preliminary Interview: There are 2 rounds under the preliminary interview in the company:

(i) HR Round- Candidates undergo a preliminary HR interview in which the HR team assesses the general skills of the candidates. The HR Executive takes the HR round and the suitable candidate is shortlisted for the Functional Round.

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(ii) Functional Round- The candidate is further assessed by the functional skills by the functional team. The functional round is carried out by the Team Lead HR and the qualified candidate is shortlisted for the written test. b. Written test: After the preliminary interview, aptitude test is conducted by the Team Lead HR to know the potential of the candidates. It consists of 10 open ended questions and 10 close ended questions. The candidate is given 30 minutes to complete the test and then it is examined by the Team Lead HR and the qualified candidate is shortlisted for the final round of interview. c. Final Interview: The candidates who clear the aptitude test are then called off for the final round of interview. The final round of interview is conducted by the Operation Manager and at this level of interview the candidate has a chance to showcase the qualities that distinguish him from other finalists. The decision to hire or to eliminate the candidate is done at this step. d. Offer Letter: An offer letter is given to the candidates who get selected in the final round of interview. When the candidate has made it through the challenging hiring process, the final step will be a job offer. It consists of the benefit packages, salary and the joining formalities such as the documents to be submitted and the job timings.

Induction: Once the offer is made to the candidate, he/she becomes an employee of the organization. Induction is given to the employees so as to make them aware about the policies followed by the organization. It is given by the HR Executive for a period of 2 days so as to make the new employees familiar with the organization and its rules and regulations.

1.4 Industrial Relations Industrial Relation is an art, the art of living together in the organization for the purpose of production. The top management in the organization follows participative approach, which means that the employees are equally involved in the decision making process of the organization. Industrial relations focus on the attitude and relationship practices of the employer and employees. Heads of various departments are trained to

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motivate their staff so as to build confidence amongst them. Employees should be kept in a comfortable zone so as to maintain good relations among employee and the employer.

1.5 Career Development a. Performance review of each and every employee is done at the end of every month on the basis of the number of enquiries handled by them in the organization. b. Employees get evaluated on the basis of their potential, additional knowledge, working habits, personal contribution to the success of the company. c. An employee who excels all these criteria is awarded with vouchers such as Big Bazaar vouchers, Reliance Store vouchers, Bid gifting vouchers and incentives such as Rs. 4000-5000, depending on the performance of the candidate. d. Employees also get promoted according to their tenure, ranking and consistent performance in the organization.

2. Finance

The Finance department of Bcube performs the following functions: 2.1 Book Keeping: The finance department of Bcube maintains the records of all the invoicing expenses done by the company. This makes the work easy so as to know where the company has spent the money. 2.2 Preparing Financial Accounts: The finance department is also involved in preparing the financial accounts of the company i.e. the Balance Sheet and Profit and Loss account. This helps to know the financial strength of the company at the end of the year. 2.3 Management of salary: The salary of employees is also managed by the finance department. The finance department of the organization calculates the salary of all the employees and is further accessed by the HR department.

19

2.4 Raising Finance: The finance department of Bcube is also responsible for raising finance in the organization through loans and repayment of interest on the finance. Raising finance is an important task for the finance department. 2.5 Financial MIS and Client wise MIS: Finance department also prepares the MIS sheet for the Director to have a look at the position of the company. MIS contains the time to time payments made to the clients and the profit company incurs from the amount they get from clients per seat. 2.6 Regular Cash flow planning: Cash flow planning is also done by the Finance department. Cash flow planning is done of identify the major expenditures in future (both short-term and long-term) and to make planned investments so that the required amount is accumulated within the required time frame. 2.7 Finance department makes expense as follows: Salary Expense: 65% Rent Expense: 10% Other Expense: 25%

3. Information Technology

Bcube is highly dependent on the Information Technology department as the whole work in the organization is done on computers for rendering services to its clients. The inbound process is required to solve the queries of the customers, the record of which is also managed by the IT department. On the other hand, the outbound sales process sells the products, the record of which is also managed by the IT department. At the higher level, i.e. in the HR department, the use of portals for recruiting people is also assessed by the IT department. So, we can say IT department plays a vital role in the whole organization.

3.1 Use of Intranet and Extranet: The employees of the whole organization are connected through intranet. The employees can share information amongst themselves through the intranet. Extranet is also used in 20

the organization so as to share the information with the authorized parties of the organization who work from some other end. X-Lite software is used to make the intranet and extranet work smoothly. 3.2 Network Management: Bcube highly requires a network management as all the work is done online. So, the IT department has to keep a regular check on the network. All the calling work is done through Czentrix, which is a software used by the organization. 3.3 Wireless Handling: The Company spends a great share of telecom budget on mobile services. There exits wireless telecom in the whole organization, which is managed and taken care of by the IT department. 3.4 Biometric Identifiers: Biometric identifiers are the distinctive, measurable characteristics used to label and describe individuals. The organization uses biometric system so as to identify the finger prints of the employees. The attendance of the employees is carried out by this system. The whole system is managed by the IT department. 3.5 CRM Software: CRM is used in the organization to create, assign and manage requests made by customers. It basically helps direct customers to agents and to reward loyal customers over a period of time. One can make calls and maintain modules with the help of CRM. All this is controlled by the IT department so as to incur smooth working in the organization.

B. Data Presentation Questionnaire

A close ended questionnaire is used to know the response of the employees about what they feel about the organization and its recruitment and selection criteria. Based on the responses, inferences were drawn for all the questions.

Ques 1. Are you satisfied with the salary? 1. Adequate 2. Somewhat adequate 3. Not adequate 21

Response No. of Respondents Adequate 30 Somewhat adequate 10 Not adequate 10 Total 50 Table 3.1 Level of salary satisfaction of employees

Percentage 60% 20% 20% 100%

Figure 3.1 Pie Chart showing level of salary satisfaction of employees

Interpretation: The above table and figure indicates that 60% of the employees in the organization are satisfied with the salary they get from the organization and 20% feel that it is somewhat adequate, whereas 20% are not at all satisfied with the salary.

Inference: It is inferred that most of the employees are satisfied with the salary they get in the organization and only few are not satisfied with the salary which shows that the salary provided by the company is adequate as per the needs of the employees which keeps them motivated to work in an efficient manner. Ques 2. Do you feel your organization has a gender inclusive culture? 1. Yes 2. No 3. Dont know Response Yes No Dont know 35 15 0 22 No. of respondents 70% 30% 0%
Percentage

Total 50 Table 3.2 Culture of the organization

100%

Figure 3.2 Bar graph showing the level of gender inclusive culture in the organization

Interpretation: The above table and figure indicate that 70% employees think that the organization is gender inclusive and only 30% think that the organization is not gender inclusive

Inference: From the above interpretation we can conclude that the organization is not gender inclusive and believes in neutrality, as it treats all its employees on an equal basis so as to make the women equally motivated, secure and comfortable in the work environment. Ques 3. What kind/level/position of employees are there in your organization? 1. Senior 2. Mid-Level 3. Fresher Response Fresher Mid-level Senior Total 30 10 10 50 23 No. of Respondents 60% 20% 20% 100% Percentage

Table 3.5 Position of employees in the organization

Figure 3.5 Column chart depicting the level of employees in the organization

Interpretation: The above table and figure indicates that 60% of the employees in the organization are fresher, 20 % employees are at mid level and 20 % employees are seniors.

Inference: From the above interpretation, it is indicated that 60% employees are freshers whereas 40% of the employees are working for a long period. This shows that there is high attrition rate in the organization. This is because of the pressurized environment in the organization. This can be lowered by implementing various motivational programs. Ques 4. Does your company offer career advancement opportunities? 1. Yes 2. No Response
Yes No Total 42 8 50

No. of respondents
84% 16% 100%

Percentage

Table 3.4 Career Advancement opportunities in the organization

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Figure 3.4 Conical chart showing the career advancement opportunities in the organization

Interpretation: The above table and figure interprets that 84% employees agree with the fact that they are provided with career advancement opportunities whereas 16% employees do not agree with it.

Inference: The above interpretation shows that there exists ample number of career development opportunities in the organization as there are internal job postings, apprenticeships, job rotations, new technology training, exposure to external experts and motivational seminars. Ques 5. Are you satisfied with the placement & promotion procedure in your organization? 1. Fully Satisfied 2. To some extent 3. Not satisfied Response Fully satisfied To some extent Not satisfied Total 30 15 5 50 No. of Respondents 60% 30% 10% 100% Percentage

Table 3.5 Satisfaction of employees with respect to Placement and promotion procedure 25

Figure 3.5 Pie chart depicting the level of satisfaction of employees with respect to promotion and placement procedure in the organization. Interpretation: The above table and figure shows that 60% of the employees are fully satisfied with the placement and promotion procedure in the organization, 30% are satisfied to some extent and only 10% are are not fully satisfied with the procedure.

Inference: From the above interpretation, it can be concluded that 90% of the employees are satisfied with the placement and promotion procedure in the organization and only 10% are not satisfied. This is because the employees are promoted whenever there is an Internal Job Posting. Ques 6. Is there any transfer policy in the organization? 1. Yes 2. No Response Yes No Total 50 0 50 No. of Respondents 100% 0% 100% Percentage

Table 3.6 Transfer policy in the organization 26

Figure 3.6 Bar graph showing 100% existence of transfer policy in the organization

Interpretation: The above table and figure indicates that all the employees agree to the fact that there is transfer policy in the organization.

Inference: From the above interpretation it is clear that the transfer policy prevails in the organization, which is very clear and transparent. The company transfers the employees as per the rules and regulations only. Ques 7. Do you feel that there is a lot of organizational pressure prevailing in the organization? 1. Yes 2. No
Response Yes No 35 15 No. of respondents 70% 30% Percentage

Total

50

100%

Table3.7 Level of pressure in the organization

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Figure 3.7 Pie chart showing the level of organizational pressure

Interpretation: The above table and figure indicates that 70% of the employees feel that there is organizational pressure in the organization whereas 30% employees feel that there is no organizational pressure.

Inference: The inference drawn from this is that there exists a lot of pressure in the organization due to a lot of job responsibilities given to a single employee, which further leads to high attrition rate in the organization. This can be minimized by lowering down the pressure by carrying out motivational activities. Ques 8. Which method is followed by your company for the recruitment of employees? 1. Employee referral 2. Advertisement 3. Consultants Response
Employee Referral Advertisement Consultants 15 20 15 50

No. of respondents
30% 40% 30% 100%

Percentage

Total

Table 3.8 Recruitment methods in the organization

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Figure 3.8 Pie chart showing the recruitment methods in the organization Interpretation: The above table and figure shows that 30% of the employees believe that the organization follows the method of employee referral to recruit employees, 40% employees believe that that the organization recruits employees through advertisements and 30% employees think that the recruitment is done through consultants.

Inference: From the above interpretation, it is clear that the recruitment is done through three sources such as employee referral, advertisement and through consultants. This leads to a fresh talented pool enter into the organization and improve overall productivity by inculcating new ideas. Ques 9. Does the organization clearly define the position, objectives, requirements and candidate specifications at the time of recruitment? 1. 2. Yes No Total
Yes No

Response
50 0 50

No. of respondents 100%

0% 100%

Percentage

Table 3.9 Level of clarity in the objectives of organization

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Figure 3.9 Bar chart depicting the level of clarity in the objectives of organization Interpretation: The above table and figure interprets that all the employees agree with the fact that the organization clearly defines the objectives, requirements and candidate specifications at the time of recruitment.

Inference: It can be inferred that the organization is fair enough in its practices and discloses the objectives clearly which lead to effectiveness in the organization. The employees are well focussed towards their role in the organization and therefore work effectively to accomplish the entire responsibilities assigned to them. Ques 10. How well are the organizations affirmative action needs clarified and supported in the selection process? 1. Excellent 2. Adequate 3. Poor Response Excellent Adequate Poor
Total

No. of respondents 39
10 1 50 78% 20% 2% 100%

Percentage

30

Table 3.10 Level of clarity and support in organizations action needs

Clarificationof needs
Clarification of needs

Poor

2%

Adequate

20%

Excellent

78%

Figure 3.10 Bar chart showing level of clarity in organizations clarity and support in action needs Interpretation: The above table and figure shows that 78% employees feel that the organizations action needs are clarified and supported in an excellent manner in the selection process, 20% feel that the needs are adequately clarified and 2% do not agree with this.

Inference: It is inferred that the organizations action needs are very well clarified and defined as the employees work effectively towards the goals of the organization. The employees put fair enough efforts to accomplish the targets given to them. Ques 11. Does HR department provide an adequate pool of quality applicants? 1. Yes 2. No Response Yes
No Total 35 15 50

No. of Respondents
70% 30% 100%

Percentage

Table 3.11 Level of adequacy in the applicants provided by HR department

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Figure 3.11 Conical chart showing the level of adequacy in the applicants provided by HR department

Interpretation: The above table and figure shows that 70% of the employees feel that the HR department provides an adequate pool of quality applicants for the organization, whereas 30% deny this statement.

Inference: It is inferred from the above interpretation that the HR department provides an adequate pool of quality applicants for the organization which further leads to higher productivity. These quality applicants are selected through naukri.com and with the help of consultants such as Divyahari, A1 Selectors, Naukrilo, etc.

Ques 12. Rate the effectiveness of the interviewing process and other selection methods used by the organization. 1. Excellent 2. Adequate 3. Not adequate Response
Excellent Adequate Not Adequate 30 15 5

No. of Respondents
60% 30% 10%

Percentage

Total

50

100%

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Table 3.12 Level of effectiveness of the interviewing process

Figure 3.12 Bar chart showing the effectiveness of interviewing process

Interpretation: The above table and figure interprets that 60% employees feel that the organization is effective enough in the method the organization uses for selection of candidates in the organization, 30% are somewhat satisfied with the statement and 10% do not agree with this.

Inference: The inference drawn from the above interpretation is that the method used by the organization is effective enough in its interviewing and selection methods. These effective methods lead to higher productivity in the organization. Ques 13. Does the procedure adopted for recruitment and selection of employees enable to give right person at the right job? 1. Yes 2. No 3. To some extent Response Yes No To some extent Total 41 3 6 50 No. of Respondents 82% 6% 12% 100% Percentage

Table 3.13 Enablement of the recruitment and selection process to give right person at right job 33

Figure 3.13 Pie chart showing the adequacy of right person at right job

Interpretation: The above table and figure shows that 82% employees think that the method used for recruitment in the organization enables to give right person at right job, 12% believe that it is to some extent and 6% do not think this.

Inference: Inference drawn from this is that most of the employees believe the fact that the method used in the organization for recruitment gives right person at right job as the organization is making profits which are further distributed to the employees as incentives. Ques 14. Is there any provision for evaluation and control of recruitment and selection process? 1. Yes 2. No Percentage (%) 100% 0% 100%

Response Yes No Total 50 0 50

No. of Respondents

Table 3.14 Provision for evaluation of recruitment and selection process

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Figure 3.14 Conical chart showing the evaluation of recruitment and selection process in the organization

Interpretation: The above table and figure shows that all the employees believe that there is a provision for proper evaluation and control of recruitment and selection process used by the organization.

Inference: It is inferred that the organization has proper evaluation and control of the recruitment and selection method in the company as the vacant seats are evaluated twice before the recruitment is done.

Ques 15. Overall, how satisfied are you with your job? 1. Fully satisfied 2. Neutral 3. Dissatisfied Response Fully satisfied Neutral Dissatisfied Total 46 4 0 60 35 No. of Respondents 92% 8% 0% 100% Percentage

Table 3.15 Overall satisfaction of employees

Figure 3.15 Pie chart showing the overall satisfaction level of employees Interpretation: The above table and figure interprets that 92% employees are fully satisfied with their job, whereas 8% employees are neutral in their statement. Inference: It is inferred that employees are satisfied with their job in the organization as the productivity of the organization has increased each and every time the evaluation is done. This has lead to higher productivity in the organization.

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CHAPTER-4 FUNCTIONAL ANALYSIS OF THE COMPANY

CHAPTER-4 FUNCTIONAL ANALYSIS 4.1 Overview: Analysis of data is a process of inspecting, cleaning, transforming, and modelling data with
the goal of highlighting useful information, suggesting, conclusions, and supporting decision making. The facts provided in the project were analysed in this chapter so as to reach to some conclusion. 1. HUMAN RESOURCE

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People are companys most important assets. They can make or break the fortunes of a business. In todays highly competitive business environment placing the right people in the right position is very critical for the success of the organization. Human Resource department has the following functions: 1.1 HR Planning: HR Planning in Bcube plays a vital role for the organization as a whole as the whole recruitment process starts from here. The organization plans by evaluating the vacant seats twice and the skills required in the candidates with whom the seats would be filled. This planning helps in proper execution of plans, thereby leading to a healthy recruitment process.

1.2 Recruitment: Recruitment in Bcube is done with the help of consultants such as Divyahari, A1 Selectors, Naukrilo and Devalaya, and portals such as naukri.com and olx. This has been useful for the organization as it has helped the organization to recruit fresh and talented pool in the organization.

1.3 Selection: Selection in Bcube is done through a process which consists of the following steps: preliminary interview, written test, final round of interview and finally an offer letter is provided to the selected candidate. The best candidate is selected by following this process which has lead to higher productivity in the organization.

1.4 Industrial Relations: Industrial relations are up to the mark in Bcube as the employees are involved in the decision making process in the organization which further leads to motivation in the employees. The employees are comfortable to work with their employers and feel free to discuss their problems with them. 38

1.5 Career Development: Career development in Bcube is done by evaluating the employees on the basis of their performance and the number of enqueries handled by them in a month. This evaluation has lead to promotion in the organization, whenever an internal job posting is available. So, it can be concluded that the recruitment and selection decision is of prime importance as it is the vehicle to obtain the best possible person to fit the job that will contribute significantly towards the Company's effectiveness. It has also become increasingly important, as the Company evolves and changes, the new recruits also show a willingness to learn, adaptability and ability to work as part of a team. 2. FINANCE The organization has introduced many invoices so as to serve its customers with full enthusiasm. It has ensured complete customer delight, living up to its image of, BUILDING CUSTOMER TRUST Finance department has the following functions: 2.1 Book Keeping: Book keeping is done in Bcube by maintenance of records of all the invoices done in the organization. This has helped the organization to know as to when and where the money has been spent by the organization.

2.2 Preparing Financial Accounts: Financial accounts such as balance sheet, profit and loss account and cash flows are prepared by finance department. This has always helped the organization in future planning to spend the money. As it is a continuous analysis, it helps in determining the budget. This has lead to proper management in the organization.

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2.3 Management of Salary: Salary is properly managed in Bcube and the employees get their salary on 7 th of every month. This proper management of salary has lead to adequate salary satisfaction among the employees.

2.4 Financial MIS and Client wise MIS: Finance department of Bcube prepares the financial MIS and client wise MIS for the director. This keeps the director aware of what is going in the organization and he can take any immediate decision whenever required.

2.5 Finance department makes expense as follows: Salary Expense: 65% Rent Expense: 10% Other Expense: 25% This shows that finance department is focussed towards its work, which becomes a plus point for the organization as it leads to profits. So, it can be concluded that the competitiveness of the company is measured through the quality of services that it offers to its customers that are unique from others. Thus, the best services offered by Bcube to its consumers are result of the genius brains working behind them. 3. INFORMATION TECHNOLOGY Information technology has lead to effective coordination of the employees with the external parties of the organization such as candidates, recruitment consultancies, academic/professional institutes and the clients of the organization. It is backed by experience in various verticals, domains, technology practices and SDLC methodologies. The focus is on building solutions that enable and empower customer service, work flow

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automation and marketing processes, by leveraging telecom and internet. It brings to the table in-depth understanding of the respective domains and invaluable years of software development experience.

Information Technology has the following functions:

3.1 Use of Intranet and Extranet: There exists proper use of intranet and extranet in the organization so as to share information with the authorized parties of the organization. The company uses X lite software to manage the use of intranet and extranet which is highly secure and the information of company is therefore not accessed by unauthorized users.

3.2 Network Management: Proper networks are managed by the information technology department of Bcube. Use of Czentrix for calling has lead to a smooth call flow in the whole organization. So, network management is very important in the organization for the work to be done in an appropriate manner.

3.3 Biometric Identifiers: The company uses biometric identifiers to mark the attendance of employees. No frauds can be done by the use of this method in the organization. This has lead to above 90% attendance of all the employees.

3.4 CRM Software: CRM is used in the organization to create, assign and manage requests made by customers. The agents get connected with the customers through this, which is helpful in the sense that the agents can directly contact the customers and solve their problems as well.

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3.5 Dialler System: The company uses dialler system to make all the calls to its customers and to the clients. Aspeat software is used to make a smooth call flow in the whole organization. This has created a leave line, which is helpful in overall dial system in the organization.

So, it can be concluded that Bcube has a strong technology focus with competent software professionals focused on building and operating latest software and technology platforms, which leads to attainment of high profits in the organization. Bcube has a strong functional area. Among the various factors of production which are used in the organization, human resource is the most important. This is because effective use of physical resources such as land, machinery, materials, etc. ultimately depends on how the human factor is put to good use on various operations. The most effective and efficient machinery in the organization will not produce optimum level unless the people who operate the machinery know how to make it perform at its best and most importantly, are motivated to make their equipment produce efficiently. The clients of Bcube appreciate the companys process oriented approach in providing services by meticulously planning the workflow and support systems, setting the right benchmarks for quality and delivery and using technology as a backbone to provide faster, better and cost-effective services to clients. The company has basically become a leading provider of financial services and knowledge based services to a global clientele by offering value through innovative use of technology and harnessing the highest potential of its people.

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CHAPTER-5 SUMMARY AND CONCLUSION

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CHAPTER-5 SUMMARY AND CONCLUSIONS

In the preceding chapters, a theoretical basis for all functional areas was researched and established in terms of the literary search. In this chapter, certain recommendations are made based on the findings of this research.

A. FINDINGS/RESULTS

1. It is found that the company is clear enough with its objectives and goals that they are attained within the fixed time frame. 2. The policies of the organization are very well defined and the employees work efficiently while following those policies. 3. Sometimes there exists a delay in the hiring process which leads to negative response of the candidates.

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4. The company has backed experience in various verticals, domains, technology practices and SDLC methodologies. 5. The company has a tie up with a limited number of consultancies, which somewhere leads to a duplication of candidates in the hiring process. 6. Motivational activities are carried out in the organization, so that the employees feel motivated enough to work with the organization. 7. It has a record of retaining more than 90% of its senior management in the last 2 years. 8. The focus is on building solutions that enable and empower customer service, work flow automation and marketing processes, by leveraging telecom and internet. 9. The company offers an attractive cost proposition and a highly-skilled talent pool, which makes it a highly competent and attractive destination for outsourcing. 10. Zero attrition is not desirable mainly because of two reasons; firstly, if all employees continue to stay in the same organization, most of them will be at the top of their pay scale which will result in excessive manpower costs. Secondly, new employees bring new ideas, approaches, abilities and attitudes which can keep the organization from becoming stagnant. 11. The recruitment and selection decision is of prime importance as it is the vehicle for obtaining the best possible person-to-job fit that will, contribute significantly towards the Company's effectiveness.

4. LESSONS LEARNT Every endeavour undertaken to accomplish challenging goals can only be successful under the experienced and encouraging guidance. The trainee is privileged to have undergone training at Bcube IT Service Pvt. Ltd. As learning never stops, the learning at the organization has come from a lot of exposure, on the job training and close interaction with the corporate. In brief, the learning and achievements can be summarized as under:

Learning Experience:

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a. During the initial days of training, the trainee gained some theoretical knowledge about the organization, employees and their roles and responsibilities in the company as per their designations. The members of the organization were highly knowledgeable, cooperative and very helpful to the trainee. b. It was considered as a part of the organization and the queries and doubts were welcomed and answered by the employees of the organization. c. Employees in the organization share transparent and open communication system. Strong team spirit prevails among the employees. d. Organization has a corporate culture that encourages employees to take the initiatives. The organization has a culture of independence and the employees take the lead with them. e. The overall training was successful, and the trainee learnt a lot of valuable knowledge as a HR trainee in the organization.

Practical Knowledge Gained During the Summer Training:

The training duration was 45 days in Human Resource department of Bcube IT Service Pvt. Ltd. The trainee learned and gained practical knowledge throughout the training period is as follows:

a. Telle-calling the candidates for the interview as directed by the HR head. b. Maintaining the walk-in sheets of the candidates who come for the interview in the organization. c. Learned to convince candidates about the offer rolled out and making them accept the offer through effective communication. d. Learned to prioritize issues according to their importance in the organization. e. Provided inductions to the selected candidates in the organization as per the guidelines by the HR head. f. Maintaining the register of all the employees working in the organization.

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g. Interviewed employees for the agent level and selecting or rejecting them as per the norms scheduled by the HR head. h. Enhanced knowledge and contributed significantly to the company in its specialized fields. i. Learned to take up challenges at any point of time.

5. SUGGESTIONS

a. All practices of marketing and finance can be easily emulated but the capability, the skills and talent of a person cannot be emulated. Hence, it is important to have a well-defined recruitment policy in the organization, which can be executed effectively to get the best fits for the vacant positions. b. Compress white space in the organization: White space refers to a delay in the hiring process which leads to loss of talented candidates. . It is recommended to reduce the turnaround time for the recruitment and selection process. c. Tie up with more and more consultants: Since the limited placement agencies are sourcing candidates to the organization, there often comes the problem of duplication of data. Therefore it is recommended that more and more consultants should be tied up from multiple segments to attract large pool of new and fresh talent. d. Reduce pre-offer formalities: Pre offer formalities include filling of a lengthy blue form which includes all personal, educational and professional details of candidate. This is very time consuming. So, it is recommended that unnecessary details should not be asked before the final offer is made to the candidate. e. The key elements of the guiding principles for the recruitment and selection policy for the department should be used, as well as the core criteria used in the questionnaire, should be accepted as a basis for an approach to service delivery for staff at the department. f. A toolkit should be developed to provide guidance on the management of recruitment and selection processes. 47

g. Management should devise mechanisms to ensure that staff remains motivated to achieve excellent service delivery. h. The professionalism of staff at the department should be recognised. The organization is confronted with high attrition rate. Therefore it makes recruitment a critical function in the organization. In order to grow and sustain in the competitive environment, it is important for the organization to continuously develop and bring out innovations in all it activities. It is only when organization is recognized for its quality, that it can build a stability with its customers. Thus, the organization must be able to stand out in the crowd. The first step in this direction is to ensure competitive people come in the organization. Therefore recruitment in this regard becomes an important function. The organization must constantly improvise in its recruitment process so that it is able to attract best in the industry in order to serve the best. Thus, the organization must look out for methods that can enable it to adopt best recruitment practices. So, it can be concluded that, an internship at Bcube IT Service Pvt. Ltd. has lead to a learning experience and has proved to an advantage. No ones career path is a straight line. Everyone starts off with a vision of their ideal job, and this mission is just a guess based on our hypothesis. Internship is a unique opportunity that one can never ever encounter throughout our career, and thereby helps us to frame our mission in life. One can test drive different positions to see which ride one enjoys the most. The entire journey of the internship allows the trainee to identify his/her strengths and weaknesses, and use both of them to the best advantage of his/her job and company. All in all, undergoing an intense internship program boosts the self confidence and motivates one to face big opportunities in future.

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BIBLIOGRAPHY

Books Referred

Chhabra T.N, Principles and practices of management, Dhanpat Rai and co. Ltd., Delhi, 2000 Blanchard P.N and Thacker W.J, Effective Training Systems, Strategies and Practices, Perarson, Delhi, 2008

Venkata Ratnam C.S, Industrial Relations, Oxford, Delhi, 2006

Websites

http://www.bcubeit.com/about.html http://en.wikipedia.org/wiki/Recruitment http://en.wikipedia.org/wiki/Recruitment#Screening_and_selection

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https://www.google.co.in/search? q=recruitment+and+selection&tbm=isch&tbo=u&source=univ&sa=X&ei=atItUtuIEIWtrAeYjoGYD w&sqi=2&ved=0CDEQsAQ&biw=1366&bih=624

http://hr.uoregon.edu/recruit/recruitment-and-selection/guidelines-recruitment-and-selection http://en.wikipedia.org/wiki/Functional_analysis

APPENDICES
Ques1.Are you satisfied with the salary? 1. Adequate 2. Somewhat adequate 3. Not adequate Ques2. Do you feel your organization has a gender inclusive culture? 50

1. Yes 2. No 3. Dont know Ques3. What kind/level/position of employees are there in your organization? 1. Senior 2. Mid-Level 3. Fresher Ques4. Does your company offer career advancement opportunities? 1. Yes 2. No Ques5. Are you satisfied with the placement & promotion procedure in your organization? 1. Fully Satisfied 2. To some extent 3. Not satisfied Ques6. Is there any transfer policy in the organization? 1. Yes 2. No Ques7. Do you feel that there is a lot of organizational pressure prevailing in the organization? 1. Yes 2. No Ques8. Which method is followed by your company for the recruitment of employees? 1. Employee referral 2. Advertisement 3. Consultants Ques9. Does the organization clearly define the position, objectives, requirements and candidate specifications at the time of recruitment? 1. Yes 2. No

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Ques10. How well are the organizations affirmative action needs clarified and supported in the selection process? 1. Excellent 2. Adequate 3. Poor Ques11. Does HR department provide an adequate pool of quality applicants? 1. Yes 2. No Ques12. Rate the effectiveness of the interviewing process and other selection methods used by the organization. 1. Excellent 2. Adequate 3. Not adequate Ques13. Does the procedure adopted for recruitment and selection of employees enable to give right person at the right job? 1. Yes 2. No 3. To some extent Ques14. Is there any provision for evaluation and control of recruitment and selection process? 1. Yes 2. No Ques15. Overall, how satisfied are you with your job? 1. Fully satisfied 2. Neutral 3. Dissatisfied

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