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CHAPTER 1 - INTRODUCTION

1.1 Topic:

This project studies the various sources of recruitment that is employed in E4E

BUSINESS SOLUTION INDIA PVT LTD Chennai. E4E BUSINESS SOLUTION

INDIA PVT LTD is expanding its base in India as a bpo giant and for this to happen,

effective recruitment is the backbone for sustainable growth and expansion.

In this information age, the importance of human capital and human assets can

not be ignored; rather it is that line of business that could lead any organization to

attain greater heights. This is the factor that makes difference between one

organization and another. Getting the right person at the right place and then retaining

him is the main area of concern in today’s corporate world. Hence, the emphasis is

being laid to device policies and programmes in such a manner that it leads to

attaining better human resources and retaining them for the benefit of the

organization.

Considering the aspect of recruitment, no organization should ever think that

once it has acquired the best talent created favorable conditions to retain them they

would not require going in for sourcing activities. Hence this should be kept in mind

that recruiting is a continuous process.

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The selection procedure starts with the receipt of applications for various jobs

from the interested candidates. Totally unsuitable candidates are rejected at the

screening stage. Man power planning gives an assessment of the number and type of

people required in the organization. The next task of the personnel manager is to find

out capable and suitable persons who may be working in the organization itself while

others will have to be sought from outside the organization. It involves persuading

and inducing suitable persons to apply for and seek jobs in the organization.

Recruitment refers to the attempt of getting interested applicants and providing

a pool of prospective employees so that the management can select the right person

for the right job from this pool. Recruitment is a positive process as it attracts suitable

applicants to apply for available jobs.

The process of recruitment:

1. Identifies the different sources of human capital supply

2. Assesses their validity

3. Chooses the most suitable source or sources

4. Invites applications from the perspective candidates for the vacant jobs.

5. Tests the candidates for the requirement.

6. Follows up with group discussions and interviews.

7. Provides the applicant with the offer.

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1.2 Industry :

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 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 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.
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Different Types of Services Being Offered By BPO's

1. Customer Support Services

Our 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

Our 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.

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3. Telemarketing Services

Our 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 / promote 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 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

Our 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.

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5. Insurance Processing

Our 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.

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

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

o Data Entry from hardcopy/Printed Material into text or required format

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1.3 Company :

E4E BUSINESS SOLUTION INDIA PVT LTD

e4e India, an ISO 9001:2008 and the first Indian Medical Billing company to

obtain ISO 27001:2005 certification is a healthcare outsourcing service company

providing solutions for all medical billing needs: Medical Billing, Medical Coding,

Demographics and Charge Entry, Posting of Payment and Reconciliation, Account

Receivables Analysis and Management.

e4e India provides a wide range of services helping to achieve incremental

revenues and reduced costs. Backed by extensive domain expertise, latest technology

and robust compliance norms, they offer 24x7 offshore services enabling their clients

to focus on their practice and transform into high performance business.

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e4e India is an outsourcing and billing company in India focused exclusively

in providing healthcare solutions and medical billing services in the healthcare sector.

Being ISO certified company ensure information security and high quality services

and possess the needed expertise and talent to deliver the same through innovation

and technology- driven services. Services give a competitive edge to clients by

reducing their operational costs and enhancing revenue thereby improving

profitability. They constantly thrive to deliver high quality and cost effective

healthcare solutions with in-depth domain expertise and pool of highly talented

professionals.

e4e India provides end-to-end healthcare supply chain management solutions

for all medical processes ranging from Medical Billing, Medical Coding and

Accounts Receivables Management to Physician Credentialing, Electronic Medical

Record and Electronic Health Record management. Services are tailored to the needs

of Physician Practices, Large Physician Groups and Medical Billing Companies, who

can confidently outsource their processes to e4e India and focus on their business and

patients without any apprehensions.

Service

Revenue Cycle Management (RCM)

Medical Coding

Accounts Receivable Management

Indexing

Data Conversion
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CHAPTER 2 – REVIEW OF LITERATURE

According to Edwin B. Flippo, Recruitment is the process of searching the candidates

for employment and stimulating them to apply for jobs in the organization.

Recruitment involves the utilization of organizational practices to influence the

number and types of individuals who are willing to apply for job vacancies

- Rynes & Cable, 2003

Recruitment can focus on the internal labor market (i.e., pursuing staff already

employed by the organization) or the external labor market (i.e., pursuing applicants

from outside the organization). Internal candidates can be recruited through internal

job postings, word-of-mouth, or internship programs."

- Casper

Recruitment is the process to discover the sources of manpower to meet the

requirements of the staffing the sources of manpower to meet the requirements of the

staffing schedule and employ effective measures for attracting the manpower in

adequate numbers to facilitate effective selection of an effective working force.

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CHAPTER 3 - METHODOLOGY

The methodology of the study is percentage analysis of the data obtained to

determine the effectiveness of the source of recruitment employed and to determine

the dependence of the various sources employed and the recruitment processes. The

data collected is secondary in nature, obtained from the database of the organization.

The data obtained, is firstly classified under various heads depending on the

source of recruitment and the number of candidates that were under the various heads

are listed accordingly. It is then analyzed stage by stage.

The data is analyzed to determine the hit ratio, that is the source effectiveness

and the dependence of the source of recruitment and the number of candidates is

found out using Chi-Square test.

The analytical tools used are Microsoft Excel and S.P.S.S statistical package.

The method is percentage analysis and Chi-square test.

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2.1 Recruitment Sources at the Organization:

The recruitments in the organization is classified under two major heads,

namely

Internal sources and External sources

Recruitment process

Sources of potential employees

Internal sources External sources

Transfers Recruitment by walk -ins

Promotions Job portals

Advertisement

Employment Agencies

Referrals

Head Hunting
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Internal sources of recruitment are mainly the transfers and promotions. In this

study, the focus is more on the external sources of recruitment. The external sources

of recruitment are as illustrated above. They are explained as follows,

2.1.1 Walk – ins:

Walk in interviews are a common form of recruitment in organizations. In this

company, the recruitment is not done through walk in interviews as the requirement is

sporadic and the candidates are expected to be experienced and well qualified, and the

walk in interviews are primarily used as a source of fresh candidate who have finished

their graduation and it will cater only to entry level positions. Thus, for the current

requirement in the company, the choice of walk in interviews is preferred.

2.1.2 Job Portals:

E-Recruitment covers a range of Web-based application tools used for the

provisioning (typically) of human resources. These applications assist in the

recruitment of suitable candidates for vacant positions. Some applications do this by

semi-automating the entire recruitment and hiring process. E-recruitment applications

(or software packages that are web-enabled) typically enable recruitment teams to

create job postings, manage job application responses, schedule interviews and

manage other recruitment tasks. This dramatically reduces the labour and money

spent on physical recruitment.

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E-Recruiting or electronic recruiting is the process of using internet based

software to attract, screen and recruit suitable job candidates. E-Recruiting reduces

the cost of the recruitment process, reduces the time taken to identify appropriate

candidates and helps organizations improve the quality and quantity of the applicant

pool.

The organization uses the E-Recruitment for recruiting the employees.

The steps in the E-Recruitment process are:

• Sourcing the profile.

• Matching the profile with the requirement

• Contacting the prospective applicant by telephone/e-mail and checking for the

interest.

• If interested, the prospective applicant is requested to come in person to apply.

• If not interested, the profile is marked as not interested.

The organization mainly uses three job sites for its recruitment process, namely

www.naukri.com

www.Timesjob.com

www.monster.com

The major advantage with the E-Recruitment is that the cost is minimum and

the recruitment is more effective with respect to matching the profiles and the job.

The E-Recruitment process also saves considerable amount of time.

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2.1.3 Advertisements:

Advertisements are both a source of recruits and a method of reaching them.

Newspapers, magazines and trade journals are the most widely for advertisements.

Advertisements ordinarily produce large number of applicants in a very short time and

at a low cost. However, this factor may be offset by the increased expense of carefully

screening the large number of prospects and the average quality of applicants may be

of questionable character.

Recruitment advertisements usually include information about the company, nature of

the job, specific qualifications required and compensation. The specific details in the

advertisement vary with the company and its situation. The quality of prospects

recruited by advertisement may be increased by careful selection of media and by

proper statements of information in the advertisement. For example, by advertising in

a trade journal rather than in a daily newspaper, a firm is being more selective in its

search. An advertisement in trade journal assures responses from people who are

already in the profession and would be interested in working. The amount and type of

information given in the advertisement affects the quality and quantity of the

applicants. The more the information given in the advertisement, the more it serves as

a qualitative screening device. A firm, by stating minimum qualifications rather than

optimum requirements can generate large number of applications, requiring more

careful screening. The major difficulty in recruitment through the advertisements is

the screening, which becomes a tedious process. In this company, advertisements are

avoided because of the time constraint and the unnecessary extension of screening

procedure that the process requires.

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2.1.4 Employment Agencies:

Many companies use employment agencies to get the recruits for the sales

positions. To use this source effectively, HR manager must ensure that the agency

understands the company and its needs thoroughly. Whenever an agency is used, it

should have the clear' understanding of the job's objective, job specifications and the

literature about the company. Also agencies need time to learn about an employing

firm and its unique requirements-thus considerable gains accrue from continuing

relationships with agencies that perform satisfactorily. If the agency is selected

carefully and good long-term relations are established with it, the dividends can be

satisfying.

In this company, the employment agencies are not employed as a cost cutting

measure.

2.1.5 Referrals:

Referrals are further classified into two namely,

• Employee referral

• Candidate referral

Referral recruitment is a process whereby vacancies are promoted and filled

by recommendations rather than by traditional methods such as direct classified job

advertisements or by employing a headhunter. Proponents of this recruitment method

claim that since each candidate comes with a personal recommendation behind them,

the applicants are likely to be better suited to the job and the applicant already has a

referee.
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When an employee refers a candidate of recruitment, it is treated as employee

referral and when a reference is obtained from the candidate who has come for the

recruitment, and then it is treated as candidate referral.

The key advantage of referral recruitment is that it allows recruiters to reach

passive candidates, those who are not actively looking for a new job but are

sometimes amongst the most prized employees.

2.1.6 Head Hunting:

A head hunter can work on his/her own or through an agency and acts as an

independent contact between their client companies and the candidates they recruit for

a position. They can specialise in client relationships only, in finding candidates

(recruiting or sourcing), or in both areas. Most recruiters tend to specialize in

permanent or full-time, direct hire positions or contract positions, but occasionally in

both. They will often utilize Internet recruiting to help in their recruiting efforts.

Typically Headhunting is associated with a higher degree of industry

knowledge and a more specialized, less 'blanket' approach. Whereas a recruiter may

place an advert or place calls with no prior knowledge of the individual they are

contacting, a headhunter will attempt to know about the subject's previous

employment history, education, etc. He will make contact on the premise that 'on

paper' the candidate is suitable for the role, whatever their current situation. Poaching

employees away from their current employment in this manner gives headhunters

their name.
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2.2 Selection of Employees:

From the sources of recruitment, the selected list of prospective employees is then

taken in for selection.

The selection process is as follows:

• Preliminary Interview.

• Aptitude test

• Personality Index Test

• Interview.

• Reference check.

• Salary negotiation (if necessary).

• Approval on accepting the offer.

• Release of offer letter.

The selection process begins with the preliminary interview, where in the

applicant is screened and then subjected to the test. The test is followed up with the

P.I test. The test is then evaluated and if the applicant clears the test and P.I. then the

applicant is called for the interview.

The interview is mostly of two rounds, where the applicant is questioned in the

technical skills and this is followed up with the H.R. interview. The performance of

the applicant in the interview is recorded in the C.A.S and if the applicant is found

favorable, then the applicant is then called for the salary negotiation. If the applicant

agrees with the offer, then the offer is sent for approval to the top level management.

The application after approval is processed and then the offer letter is released.
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CHAPTER 4 - ANALYSIS AND INTERPRETATION

The research hypothesis is as follows.

The assumption is that number of successful candidates is not dependent on the

recruitment source. The alternate hypothesis is formulated, as the number of

successful candidates is dependent on the source of recruitment.

Ho : Number of successful candidates is not dependent on the recruitment source.

Ha : Number of successful candidates is dependent on the recruitment source.

Table 1: Chi Square Test

Expected
Observed
Source of No: (obsv-
S.NO No: (obsv-exp) [(obsv-exp)^2]/exp
recruitment selected exp)^2
candidates
candidates
1 Job portals 30 13 17 289 9.633333
2 Referrals 20 7 13 169 8.45
3 Walk ins 5 2 3 9 1.8
Total 55 22 33 19.88333
observed value =
degree of freedom = 2 value from x^2 table = 5.99
19.88

Since the calculated value is much greater than the table value, the null hypothesis is

rejected.

This states that the number of successful candidates is dependent on the source of

recruitment. The data collected is secondary in nature and it is given below.

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Table 2: Employee Database Observation

No: No:
No: No: No:
Source of turning candidates
S.NO applicants/ clearing clearing the
recruitment up for the taking up the
candidates the test interview
test offer
1 Job portals 30 25 20 18 13
2 Referrals 20 15 12 10 7
3 Walk ins 5 3 3 3 2
Total 55 43 35 31 22

From the above data, through observation and from further data from employee

database, the data is analyzed as follows.

Table 3: Percentage Analysis

No: No: No: % of

No: No:
Source of turning clearing candidates Candidates Source
S.NO applicants/ clearing
recruitment up for the taking up from the effectiveness
candidates the test
the test interview the offer source
1 Job portals 30 25 20 18 13 54.54545 0.236364
2 Referrals 20 15 12 10 7 36.36364 0.127273
3 Walk ins 5 3 3 3 2 9.090909 0.036364
Total 55 43 35 31 22 100

From the above table, we can observe that the maximum percentage of candidates for

recruitment is from the source Job portals, second comes referrals and then comes

Walk ins.
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This illustrates that the most contributing source of recruitment is Job portals. The

next table illustrates the split for the Job portals, the table show the candidates that

have come from the various web sites. This is as follows,

Table 4: Job Portal Analysis

No: No:
No: No: % of
applicants No: candidate Source
turning clearing Candidate
S.NO Job Portal / clearing s taking effective
up for the s from the
candidate the test up the ness
the test interview source
s offer
0.16666
1 monster.com 10 9 7 6 5 33.33333
7
0.03333
2 Timesjob.com 7 4 3 2 1 23.33333
3
0.23333
3 naukri.com 13 12 10 9 7 43.33333
3
Total 30 25 20 17 13 100

From the above table, the analysis indicates that the web site naukri.com yields the

maximum number of successful candidates for the division. Next comes the web site

monster.com with 33% of the candidates that come through the e- recruitment.

Table 5: Referral Analysis

S.NO Source of No: No: No: No: No: % of Source

referral applicants/ turning clearing clearing candidate Candidate effective
candidates up for the test the s taking s from the ness
the test intervie up the source
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w offer

Candidate
1 5 3 2 2 1 25 0.05
referral
Employee
2 15 12 10 8 6 75 0.3
referral
Total 20 15 12 10 7 100

The above table shows the split for employee referral, the most effective of the two

being employee referral.

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Pie representation:

Graph 1:

Percentage Representation

2 1

Table 6: Percentage Split

Label
Source Percentage
Number
1 job portals 54.5
2 referrals 36.36
3 Walk ins 9.09

From the above graph, which shows the percentage splits, it is clearly evident that the

most effective and contributing source of recruitment is through job portals.

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CHAPTER 5 - CONCLUSIONS

Summary of Finding:

From the above analysis and the calculations, the most successful source of

recruitment is through Job portals, which contributes to over 54.5% of the recruitment

and having an effectiveness of 0.236.

The next best source of recruitment for this company is through referrals, which

contribute to 36 % of the recruitment in the company and having an effectiveness of

0.127.

For this company of the organization, the least effective source of recruitment is Walk

ins, which has a percentage of 9.09% and an effectiveness of 0.036.

Suggestion & Recommendations:

This material can be used as a base to further analyze the recruitment sources. This

model can be applied to other branch that needs to look into the sources of

recruitment. Further the study is for the recruitment for a period of one month for a

particular company. This study can further be expanded to yield better results.

The study has shown that for this particular branch, the best source of recruitment is

through job portals and the next best source is through referrals.
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The recruiters can build on this advantage and focus on recruiting more through job

portals and referrals for this particular company.

Conclusion:

The study concludes that the most effective source of recruitment for this particular

branch is through job portals.

The major advantages of recruiting through job portals are observed as reductions in

cost and time saved in sorting and selection processes among the others.
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REFERENCES

Book :

1. Human Resource Management, Pattanayak Biswajeet Phi Learning (2010)

2. Human Resource Management, Aswathappa Tata Mgraw Hill (2008)

3. Human Resource Management, George W. Bohlander-arizona State

University, Scott A. Snell-cornell University, George W. Bohlander, Scott A.
Snell, South Western (2007)

Website :

1. http:// www.e4e.com

2. www.HRprofessor.com

3. www.hr-guide.com

4. http://www.citehr.com