final spachno bpo

7/30/2019 Final Spachno Bpo

1/71

ANALYSIS OF ATTRITION TRENDS

What is Attrition?

Attrition has been a major concern for most of the companies in the current competitive

scenario.

The word Attrition means, a reduction in the number of employees through resignation or

separation at the employees will. Retirement, VRS and employee leaving due to end of

contract are not considered as attrition.

Attrition rate is the rate of shrinkage in size or number. It is the mathematical

representation of the attrition in a particular Organization nor an institution.

Attrition leads to dual loss to an Organization:

Firstly, company loses on a talent and thus costs incurred on them are a

waste.

Secondly, it employees a new employee and thus needs to incur costs

on them thus the following costs:

A. Recruitment cost

The cost to the business when hiring new employees includes the following six factors

plus 10 percent for incidentals such as background screening:

Time spent on sourcing replacement

Time spent on recruitment and selection

Travel expenses, if any

Re-location costs, if any & Training/ramp-up time


2/71

Background/reference screening

Recruitment cost for the new recruit to replace the employee leaving

B. Training and development cost

To estimate the training and development costs, the expenses incurred on training of the

employee who is leaving should be taken as well as that to be incurred to train the new

employee is also to be considered. To estimate the cost of training and developing new

employees, cost of new hires must be taken into consideration. This will mean direct and

indirect costs, and can be largely classified under the following heads:

Training materials

Technology

Trainers Time

C .Administration cost They include:

Set up communication systems

Add employees to the HR system

Set up the new hires work space

Set up ID-cards, access cards, etc.

Thus it can be clearly evident from the above that loosing an employee causes an

organization large amount of expenses. An Organization thus tries to retain its work

force.

Reasons for Attrition

From the exit interview forms and the comments of the HR Manager the overall reasons

for attrition can be summarized as follows:


3/71

Better prospects outside the company in terms of salary and responsibilities

Lack of Team spirit

No career growth

No role clarity

Attrition due to competition

Lack of support from Superiors

Retaining the Employees

Employees today are different. They are not the ones who dont have good opportunities

in hand. As soon as they feel dissatisfied with the current employer or the job, they

switch over to the next job. In prominent Indian metros, there is no dearth of

opportunities for the best in the business, or even for the second or the third best.

Importance of retaining employees remains the same irrespective of the size of the

Organization, its nature of business or the country of operation. The only difference lies

in realizing the fact that frequent employee attrition means there is something, which

needs immediate attention and cure.

Employee Retention involves taking measures to encourage employees to remain in the

Organization for the maximum period of time. It involves being sensitive to people's

needs and demonstrating the various strategies in the five families detailed in Roger

Herman's classic book on employee retention, Keeping Good People.

Compensation: It is said that money isn't a motivator, but it is an effective de-motivator.

The employees always have high expectations regarding their compensation packages. So

an attractive compensation package plays a critical role in retaining the employees.


4/71

Growth: No one joins an Organization to just do the same work till the end of his career.

If an employee does not see growth in his own Organization, there are high chances that

he might opt for leaving the Organization. So such strategies must be framed where an

employee can see his bright future in the company.

Relationships: The management is sometimes not able to provide an employee a

supportive work culture and environment in terms of personal or professional

relationships. The Organization culture should be such that encourages healthy

relationship between all the employees.

Support: Sometimes not getting the right kind of support and co-operation also leads

an employee to be frustrated and provokes him to leave the Organization. This should be

taken care of by providing healthy work relationships.

Environment: An Organization needs to have an environment where individuals learn

and get support from colleagues and seniors along with the healthy mixture of authority

and responsibility.

Calculating the Attrition Rate:

What cannot be measured cannot be improved is an old management aphorism. So if

we want to improve attrition, we need to bring it tome asureable terms.

Attrition in any particular Organization can be quantified by finding out the attrition rate

for that Organization. After this the analysis can be done as tow here is the maximum

attrition happening and then finding out reasons for the same to form a retention strategy.

There is no standard formula to calculate the attrition rate of a company. This is because

of certain factors as:

The employee base changes each month.


5/71

Many firms may not include attrition of freshers who leave because of

higher studies or within three months of joining.

In some cases, attrition of poor performers may also not be treated as

attrition

There is no standard formula to calculate the attrition rate of a company. This is because

of certain factors as:

The employee base changes each month.

Many firms may not include attrition of freshers who leave because

of higher studies or within three months of joining.

In some cases, attrition of poor performers may also not be treated as

attrition.

Yet, as a generalized formula the following can be used:

Attrition = (No. of employees who left in the year / Average employees in the year) x 100


6/71

ATTRITION RATE IN DIFFERENT SECTORS

The movement of call centre jobs from higher-wage to lower-wage countries such as

India is the logical progression of what might be called manufacturing and agricultural

outsourcing over previous decades, as capital continues its reorientation of the world

economy in the search for higher profit margins wherever they may exist.

Business Process Outsourcing is becoming a controversial model and is being discussed

both in counties of origin as well as those where the work is being outsourced. People are


7/71

working themselves into a frenzy in the boardrooms of India and the west. The

counteroffensive to these moves by pressure groups of various hues and stripes continues

under the derisive protectionist label. Trade unions in the US and UK and many parts

of Europe are still deciding if SPANCHO is one of the main reasons for job losses in

their countries, and it is true that this indeed is the perception among workers there. Trade

unions in India have very little presence in out sourced services, but many see it as a

sector that offers jobs, even if a mere drop in the ocean in an employment starved

country. And the Indian SPANCHO employees themselves appear somewhere in the

story.

The more general term of Business Process Outsourcing (SPANCHO) refers to the

outsourcing of business functions such as airline and hotel reservations, data entry and

processing tasks, and mortgage processing, some under the rubric of call centre. This

outsourcing primarily takes the form of a local Indian company or foreign subsidiary

managing these business operations on behalf of companies in the U.S, U.K. and other

Anglophone countries. While the SPANCHO industry may provide employment to a

small segment of Indias population, as an export-oriented industry with competition

from other countries, it is unclear how long these relatively low-skilled jobs will stay in

India.1 The SPANCHO industry in India, as an export-oriented sector contingent on

demand from primarily rich Western countries, is part of a wider government

encouragement of peripheral industries rather than core manufacturing, such as the export

garment industry. It follows that this type of outsourcing industry, without accompanying

investment in other long-term domestic industries, has its limitations.


8/71

BUSINESS PROCESS OUTSOURCING

Business process outsourcing (SPANCHO) is a subset ofoutsourcing that involves

the contracting of the operations and responsibilities of specific business functions

(orprocesses) to a third-party service provider. Originally, this was associated

withmanufacturing firms, such as Coca Cola that outsourced large segments of its supply

chain.[1] In the contemporary context, it is primarily used to refer to the outsourcing of

business processing services to an outside firm, replacing in-house services with labor

from an outside firm.

SPANCHO is typically categorized intoback office outsourcing - which

includes internal business functions such as human

resourcesorfinance and accounting, and front office outsourcing - which

includes customer-related services such ascontact centre services.

SPANCHO that is contracted outside a company's country is called offshore outsourcing.

SPANCHO that is contracted to a company's neighboring (or nearby) country is

called near shore outsourcing.

Often the business processes are information technology-based, and are referred to

as ITES-SPANCHO, where ITES stands for Information Technology Enabled

Service. Knowledge process out sourcing(KPO) and legal process outsourcing (LPO) are

some of the sub-segments of business process outsourcing industry.
http://en.wikipedia.org/wiki/Outsourcinghttp://en.wikipedia.org/wiki/Contractinghttp://en.wikipedia.org/wiki/Business_processhttp://en.wikipedia.org/wiki/Manufacturinghttp://en.wikipedia.org/wiki/Manufacturinghttp://en.wikipedia.org/wiki/Coca_Colahttp://en.wikipedia.org/wiki/Business_process_outsourcing#cite_note-0http://en.wikipedia.org/wiki/Back_officehttp://en.wikipedia.org/wiki/Back_officehttp://en.wikipedia.org/wiki/Human_resourceshttp://en.wikipedia.org/wiki/Human_resourceshttp://en.wikipedia.org/wiki/Human_resourceshttp://en.wikipedia.org/wiki/Financehttp://en.wikipedia.org/wiki/Accountinghttp://en.wikipedia.org/wiki/Contact_centre_(business)http://en.wikipedia.org/wiki/Contact_centre_(business)http://en.wikipedia.org/wiki/Offshore_outsourcinghttp://en.wikipedia.org/wiki/Nearshoringhttp://en.wikipedia.org/wiki/Information_technologyhttp://en.wikipedia.org/wiki/Knowledge_process_outsourcinghttp://en.wikipedia.org/wiki/Legal_process_outsourcinghttp://en.wikipedia.org/wiki/Outsourcinghttp://en.wikipedia.org/wiki/Contractinghttp://en.wikipedia.org/wiki/Business_processhttp://en.wikipedia.org/wiki/Manufacturinghttp://en.wikipedia.org/wiki/Coca_Colahttp://en.wikipedia.org/wiki/Business_process_outsourcing#cite_note-0http://en.wikipedia.org/wiki/Back_officehttp://en.wikipedia.org/wiki/Human_resourceshttp://en.wikipedia.org/wiki/Human_resourceshttp://en.wikipedia.org/wiki/Financehttp://en.wikipedia.org/wiki/Accountinghttp://en.wikipedia.org/wiki/Contact_centre_(business)http://en.wikipedia.org/wiki/Offshore_outsourcinghttp://en.wikipedia.org/wiki/Nearshoringhttp://en.wikipedia.org/wiki/Information_technologyhttp://en.wikipedia.org/wiki/Knowledge_process_outsourcinghttp://en.wikipedia.org/wiki/Legal_process_outsourcing


9/71

Business process outsourcing (SPANCHO) is the practice of using a third party,

contracted to perform specific, specialized processes on a companys behalf. Although

outsourcing in its most basic form has been used for decades, such as when a business

uses an outside accountant to balance the books, it has become a practice used by the

majority of businesses and large companies, on a much larger scale. By outsourcing

certain aspects of doing business, the company can focus on its primary purpose,

whatever that may be.

There are two primary types ofSPANCHO:back office and front office out sourcing.

Typical back office processes that may be outsourced include payroll, billing, logistics

and human resources. Some companies offer their services in collections, credit analysis

and job recruitment. More than ever, processes that one would never think would be

outsourced, such as claims processing at an insurance company, are being outsourced to

separate companies. Examples of front office outsourcing include technical support,

customer service, marketing and advertising.

The foreign call centerhas become one of the most reviled aspects of SPANCHO, with

many located in different parts of the world. Where most companies once touted their

customer service as something they took pride in, many customers find themselves

having to explain their problems to someone has little vested interest in the company.

Outsourcing or off shoring customer service to countries such as India saves the

company a lot of money and improves their bottom line. Some of the biggest complaints

customers have with foreign call centers are heavy accents and obvious scripting.
http://www.wisegeek.com/what-is-outsourcing.htmhttp://www.wisegeek.com/what-is-a-back-office.htmhttp://www.wisegeek.com/what-is-a-front-office.htmhttp://www.wisegeek.com/what-is-payroll.htmhttp://www.wisegeek.com/what-is-a-call-center.htmhttp://www.wisegeek.com/what-is-offshoring.htmhttp://www.wisegeek.com/what-is-a-call-center.htmhttp://www.wisegeek.com/what-is-outsourcing.htmhttp://www.wisegeek.com/what-is-a-back-office.htmhttp://www.wisegeek.com/what-is-a-front-office.htmhttp://www.wisegeek.com/what-is-payroll.htmhttp://www.wisegeek.com/what-is-a-call-center.htmhttp://www.wisegeek.com/what-is-offshoring.htmhttp://www.wisegeek.com/what-is-a-call-center.htm


10/71

A company may utilize SPANCHO due to cost considerations, or simply because they do

not have the expertise to deal with certain aspects of business. Many companies have

come under criticism for using SPANCHO to cut costs, especially in regards to call

centers. Companies in western countries, particularly the United States, are finding that

countries like India offer the services they need at an excellent price. This is due to the

fact that many of these countries have a well educated labor pool,

high unemployment rates and a low cost of living. In India, which had approximately

63% of the offshore SPANCHO market in 2006, labor is cheap, and employees are

sometimes better educated than higher-paid workers in the US.

Many opponents ofSPANCHO lament the fact that western workers are losing jobs to

foreigners faster than they are being replaced. While many companies are improving their

bottom line by outsourcing, they are facing harsh criticism by consumers for the decline

in quality of customer service. Employees may find an outsourced human resources

department less accessible than an in-house one. Although SPANCHO may be profitable

now, consumer and employee backlash coupled with government restrictions or taxation

on the practice may reduce its popularity.
http://www.wisegeek.com/what-is-unemployment.htmhttp://www.wisegeek.com/what-is-offshore-bpo.htmhttp://www.wisegeek.com/what-is-offshore-bpo.htmhttp://www.wisegeek.com/what-is-unemployment.htmhttp://www.wisegeek.com/what-is-offshore-bpo.htm


11/71

BENEFITS AND LIMITATIONS

An advantage of SPANCHO is the way in which it helps to increase a companys

flexibility. However, several sources have different ways in which they perceive

organizational flexibility. Therefore business process outsourcing enhances the flexibility

of an organization in different ways.

Most services provided by SPANCHO vendors are offered on a fee-for-service basis.

This can help a company becoming more flexible by transforming fixed into variable

costs. A variable cost structure helps a company responding to changes in required

capacity and does not require a company to invest in assets, thereby making the company

more flexible. Outsourcing may provide a firm with increased flexibility in its resource

management and may reduce response times to major environmental changes.

Another way in which SPANCHO contributes to a companys flexibility is that a

company is able to focus on its core competencies, without being burdened by the

demands of bureaucratic restraints. Key employees are herewith released from

performing non-core or administrative processes and can invest more time and energy in

building the firms core businesses. The key lies in knowing which of the main value

drivers to focus on customer intimacy, product leadership, or operational excellence.

Focusing more on one of these drivers may help a company create a competitive edge.

A third way in which SPANCHO increases organizational flexibility is by increasing the

speed of business processes. Supply chain management with the effective use of supply

chain partners and business process outsourcing increases the speed of several business

processes, such as the throughput in the case of a manufacturing company.
http://en.wikipedia.org/wiki/Core_competencieshttp://en.wikipedia.org/wiki/Customer_intimacyhttp://en.wikipedia.org/wiki/Core_competencieshttp://en.wikipedia.org/wiki/Customer_intimacy


12/71

Finally, flexibility is seen as a stage in the organizational life cycle: A company can

maintain growth goals while avoiding standard business bottlenecks. SPANCHO

therefore allows firms to retain their entrepreneurial speed and agility, which they would

otherwise sacrifice in order to become efficient as they expanded. It avoids a premature

internal transition from its informal entrepreneurial phase to a more bureaucratic mode of

operation.

A company may be able to grow at a faster pace as it will be less constrained by large

capital expenditures for people or equipment that may take years to amortize, may

become outdated or turn out to be a poor match for the company over time.

Although the above-mentioned arguments favor the view that SPANCHO increases the

flexibility of organizations, management needs to be careful with the implementation of it

as there are issues, which work against these advantages. Among problems, which arise

in practice are: A failure to meet service levels, unclear contractual issues, changing

requirements and unforeseen charges, and a dependence on the SPANCHO which

reduces flexibility. Consequently, these challenges need to be considered before a

company decides to engage in business process outsourcing.

A further issue is that in many cases there is little that differentiates the SPANCHO

providers other than size. They often provide similar services, have similar geographic

footprints, leverage similar technology stacks, and have similar Quality Improvement

approaches.

THREATS


13/71

Risk is the major drawback with Business Process Outsourcing. Outsourcing of an

Information System, for example, can cause security risks both from a communication

and from a privacy perspective. For example, security of North American or European

company data is more difficult to maintain when accessed or controlled in the Sub-

Continent. From a knowledge perspective, a changing attitude in employees,

underestimation of running costs and the major risk of losing independence, outsourcing

leads to a different relationship between an organization and its contractor.

Risks and threats of outsourcing must therefore be managed, to achieve any benefits. In

order to manage outsourcing in a structured way, maximizing positive outcome,

minimizing risks and avoiding any threats, a Business continuity management (BCM)

model is set up. BCM consists of a set of steps, to successfully identify, manage and

control the business processes that are, or can be outsourced.

Another framework, more focused on the identification process of potential outsourcing

able Information Systems, identified as AHP, is explained.

L. Willcocks, M. Lacity and G. Fitzgerald identify several contracting problems

companies face, ranging from unclear contract formatting, to a lack of understanding of

technical IT- processes.
http://en.wikipedia.org/wiki/Business_continuity_managementhttp://en.wikipedia.org/wiki/Business_continuity_management


14/71

What is the difference between a call centre and a SPANCHO organization

A Business Process Outsourcing (SPANCHO) organization is responsible for performing

a process or a part of a process of another business organization; outsourcing is done to

save on costs or gain in productivity.

A call centre performs that part of a client's business which involves handling telephone

calls. A call centre, for example, might handle customer complaints coming in over a

telephone.

Few of the motivation factors as to why SPANCHO is gaining ground are:

# Factor Cost Advantage

# Economy of Scale

# Business Risk Mitigation

# Superior Competency

# Utilization Improvement

Why Outsourcing from India?

The Business Process Outsourcing (SPANCHO) industry in India has been growing 70

percent a year and is now worth $1.6 billion, employing 100,000 people. And as

McKinsey analysts put it, SPANCHO has to grow only 27% till 2008 to deliver $17

billion in revenue and employment of a million people.


15/71

We offer customized business data processing services that match international standards

in terms of precision and timely execution. The organization has experience in processing

large volumes of data required by major corporate and government organizations. Our

various SPANCHO / IT enabled services includes the following:

SPANCHO Services

IT Enabled Services

Transcription Services

Content Development

Data Conversion

Data Entry

Data Processing

Knowledge Management Services

Inventory and logistics information Services

Accounting and Reconciliation Services

Electronic Publishing

Quality Audits

Benefits Administration


16/71

Payroll Processing

Data Transcription Services

CRM services


17/71

Why is the SPANCHO attrition rate so high?

That the Indian SPANCHO companies suffer from the chronic problem of a high attrition

rate is a given. The question is why is the rate so high? And what can we do about it. The

Organization recently completed its 2008 "SPANCHO Sector Special Survey," which

attempts to answer these questions.

The study focused on the compensation and benefits of almost 39,000 Indian jobs in the

SPANCHO sector. The Key findings of the study were:

-- The salary structure is not competitive in SPANCHO firms as compared to the rest of

the Indian market.

-- The short-term variable component was just 4% last year while the rest of India's

workers enjoyed 10%. Such a low figure does not give any scope in creating incentive

programs to encourage employees to work harder or stay at the Organization.

-- The attrition rate at SPANCHOs last year was 23.5% compared to 15% in the general

market. -- The benefits package mainly focused on retirement benefits, which clearly

does not mean much of an incentive for a 20 year old. The employee gets the money at

age 60. So retirement benefits like PF do not encourage employees to stay at one

company.

Organization stated that companies need to learn from the findings of the study and create

more realistic pay policies and more aligned to the employee expectations. Companies

need to focus on the take-home pay and offer a higher rate if performance-based


18/71

incentives if they hope to retain talent. The study also suggested innovative options like

stock options or deferred and retention bonuses if money was tight.

The need for a more focused approach to career planning was also clearly highlighted.

Employees will stay longer when they see that they can move up to a better job at the

same company. The report suggested sponsoring post-graduate education programs for

employees and this in turn will lock the employee into the Organization.

Other findings of the study were:

-- Many SPANCHO workers use the money they earn to fund a post-graduate degree.

-- The SPANCHO work is attractive to younger workers giving them a new-found

freedom and a unique lifestyle.

-- Many of the jobs are monotonous. The Organization suggests cross-training employees

in other processes to provide a respite.


19/71

Key To success

The key to success in ramping up talent in a SPANCHO environment is a rapid training

module. The training component has to be seen as an important sub-process, requiring

constant re-engineering. Business Process Outsourcing: The Top Rankers WNS has

emerged as the top SPANCHO in India, pushing Wipro Spectra mind to the second

position, according to a survey done by NASSCOM. The basis of ranking is the revenues

generated by the SPANCHO companies in 2003-04, as per US GAAP. A list of top

fifteen SPANCHO companies in India is given below.

WNS Group Wipro Spectra mind Daksh e-Services Convergys HCL Technologies Zenta

ICICI Onesource MphasiS EXL Tracmail GTL Ltd. Customer HTMT 24/7 Customer

Sutherland Technologies

The parameters for the survey was:

Employee Size (Operation level executives)

Percentage of last salary hike

Cost to company

Overall Satisfaction Score

Composite Satisfaction

Company Culture

Job Content / Growth


20/71

Training

Salary and Compensation

Appraisal System

People

Preferred Company: (Percentage of respondents of a company who named their own

company as the preferred one),

Dream Company: (Percentage of respondents in the total sample who preferred a

particular company).

Employee Benefits Provided By Majority Of the SPANCHO Companies Provident

Fund: As per the statutory guidelines, the employee is required to contribute a

percentage of his basic salary and DA to a common fund. The employer for this fund

contributes as well. The employee can use the amount deposited in this fund for various

personal purposes such as purchase of a new house, marriage etc.

Gratuity: Gratuity is one of the retrial benefits given to the employee in which the

employer every year contributes a particular amount. The fund created can be used by the

employee for the purpose of long-term investment in various things such as a house etc.

Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequate

insurance coverage of employees for expenses related to hospitalization due to illness,

disease or injury or pregnancy in case of female employees or spouse of male employees.

All employees and their dependent family members are eligible. Dependent family

members include spouse, non-earning parents and children above three months.


21/71

Personal Accident Insurance Scheme: This scheme is to provide adequate insurance

coverage for Hospitalization expenses arising out of injuries sustained in an accident.

Subsidized Food and Transportation: The organizations provide transportation facility

to all the employees from home till office at subsidized rates. The lunch provided is also

subsidized.

Company Leased Accommodation: Some of the companies provide shared

accommodation for all the out station employees, in fact some of the SPANCHO

companies also undertakes to pay electricity/water bills as well as the Society charges for

the shared accommodation. The purpose is to provide to the employees to lead a more

comfortable work life balance.

Recreation, Cafeteria, ATM and Concierge facilities: The recreation facilities include

pool tables, chess tables and coffee bars. Companies also have well equipped gyms,

personal trainers and showers at facilities.

Corporate Credit Card: The main purpose of the corporate credit card is enable the

timely and efficient payment of official expenses which the employees undertake for

purposes such as travel related expenses like Hotel bills, Air tickets etc

Cellular Phone / Laptop: Cellular phone and / or Laptop is provided to the employees

on the basis of business need. The employee is responsible for the maintenance and

safeguarding of the asset.


22/71

Personal Health Care (Regular medical check-ups): Some of the SPANCHOS

provides the facility for extensive health check-up. For employees with above 40 years of

age, the medical check-up can be done once a year.

Loans: Many SPANCHO companies provide loan facility on three different occasions:

Employees are provided with financial assistance in case of a medical emergency.

Employees are also provided with financial assistance at the time of their wedding. And,

the new recruits are provided with interest free loans to assist them in their initial

settlement at the work location.

Educational Benefits: Many SPANCHO companies have this policy to develop the

personality and knowledge level of their employees and hence reimburse the expenses

incurred towards tuition fees, examination fees, and purchase of books subject, for

pursuing MBA, and/or other management qualification at Indias top most Business

Schools.

Performance based incentives: In many SPANCHO companies they have plans for,

performance based incentive scheme. The parameters for calculation are process

performance i.e. speed, accuracy and productivity of each process. The Pay for

Performance can be as much as 22% of the salary.

Flexi-time: The main objective of the flextime policy is to provide opportunity to

employees to work with flexible work schedules and set out conditions for availing this

provision. Flexible work schedules are initiated by employees and approved by

management to meet business commitments while supporting employee personal life


23/71

needs .The factors on which Flexi time is allowed to an employee include: Child or

Parent care, Health situation, Maternity, Formal education program

Flexible Salary Benefits: Its main objective is to provide flexibility to the employees to

plan a tax-effective compensation structure by balancing the monthly net income, yearly

benefits and income tax payable. It is applicable of all the employees of the organization.

The Salary consists of Basic, DA and Conveyance Allowance. The Flexible Benefit Plan

consists of: House Rent Allowance, Leave Travel Assistance, Medical Reimbursement,

special Allowance

Regular Get together and other cultural programs: The companies organizes cultural

program as and when possible but most of the times, once in a quarter, in which all the

employees are given an opportunity to display their talents in dramatics, singing, acting,

dancing etc. Apart from that the organizations also conduct various sports programs such

as Cricket, football, etc and regularly play matches with the teams of other organizations

and colleges.

Wedding Day Gift: Employee is given a gift voucher of Rs. 2000/- to Rs. 7000/- based

on their level in the organization.

Employee Referral Scheme: In several companies employee referral scheme is

implemented to encourage employees to refer friends and relatives for employment in the

organization.

Paid Days of Maternity Leave Employee Stock Option Plan


24/71

In spite of all these benefits, the attrition rate in SPANCHO industry is very high, why?

What is the reason for an employee to leave? These and many more are the questions that

need immediate attention from the industrial gurus.


25/71

Why people prefer to join SPANCHOs?

In general a person with any graduation can join any of the SPANCHO. Some

SPANCHOs like to take people with MBA but then again the specialization are of an

individual hardly makes any difference. Again, this is the industry; where there is no

reference checks and very often people do not even specify there exact age. Lets me share

with you some of the reasons as why people prefer to join a SPANCHO:

Did not get a better job. Find nothing better to do. Education level does not matter Good

work environment Good Benefits Flexibility of time Attractive life style Transport

facility


26/71

Why people leave the SPANCHOs?

When there are so many benefits associated with SPANCHO industry.

when there is so many privileges for the SPANCHO employees than what makes them to

change the company/industry??

Is it only MONEY that matters or anything else as well??

Here are some of the reasons for a SPANCHO professional to change his/her job.

No growth opportunity/lack of promotion For higher Salary For Higher education

Misguidance by the company Policies and procedures are not conducive No personal life

Physical strains Uneasy relationship with peers or managers What they have to say?

With so much of uncertainty in the market

People are trying their best to stop or to at least have a control on the attrition rate

Let me share with you the opinion of the real gurus of the industry.

"Training is a very important aspect of the ITES-SPANCHO industry"- Mr. Arjun

Vaznaik, COO, Tracmail

Career growth in the industry is robust and there is a long-term opportunity. The great

growth momentum that the industry is witnessing is creating both vertical and lateral

career opportunities. There also exists enough growth opportunities in the middle-

management and supervisory level within the industry". - Aadesh Goyal, Executive Vice

President & GM, Hughes SPANCHO Services


27/71

"It will not be possible for the industry to arrive at a blanket agreement on poaching but

bilateral agreements between companies are being signed. Basic norms are being put in

place and code of ethics is being stressed upon by industry players within the sector with

respect to HR practices. We are encouraging companies to adopt responsible behavior in

order to ensure that the industry does not become a victim of its own actions. Industry

needs to go aggressive but not cannibalistic." - Mr. Suren Singh Rasaily, Senior Vice

President, NIIT Ltd. and Head Plantworkz,


28/71

COMPNAY PROFILE

About SPANCO

Spancois an active player in the field of Information and Communication

Technology(ICT) with dedicated System Integration and SPANCHO arms besides

strategic investments in the related field of ICT. Spanco is SEI CMM Level 3 and ISO

9001-2000 certified, and is IT / Telecom solutions and Services Company.

Ithas a dedicated System Integration (SI) unit which ranks amongst the top 5 inthe

country and caters to very large SI projects across Government and Telecom Service

Providers space. Spanco Ltd. also has a formidable presence in the SPANCHO space

with four separate entities spanning Domestic, International (US and UK) and MiddleEast operations.

Spanco SPANCHO Services Ltd, a part of SPANCO group launched a new SPANCHO

centre in Dehradun on Sept 24th, 2009; at Doon Business Park on the main Saharanpur

Road, opposite Transport Nagar. This centre is a part of a 2 lac sq ft covered area, built

to international specifications, having a capacity of over 3000 production seats which

can offer employment to over 7500 peo

Services

Spanco SPANCHO offers a wide spectrum of leading edge services to ensure optimal

service experience for customers. We bring together the best of breed processes,

advanced technological expertise and skilled people to provide world-class customer

service while simultaneously reducing the associated costs. We aim to deliver services

that not just satisfy but create a delightful experience for the customers.

As an experienced global outsourcing solutions provider, Spanco SPANCHO

understands and embraces the expanding role of the contact centre. We accordingly

render a range of customer management and support services for a variety of industries

from multi-lingual sites across four continents.


29/71

Our Vision

To attain a position of leadership in providing innovative business and technically

competent solutions to our clients. Striving to achieve enhanced business competence for

the clients, through a team of highly proficient and motivated personnel for overall

profitability of the company and the satisfaction of all key stakeholders.

Our Mission

To partner with clients worldwide in migrating and managing their Business Processes

effectively. We are committed to customer delight through our dedicated resources,

organizational values, quality, innovative technology and highest security standards.


30/71

Accredition

Spanco SPANCHO is among the top 5 SPANCHO companies for Employee

Satisfaction in 2010

(Source: Dataquest)

Spanco SPANCHO Ventures Ltd ranked in Indias Top 20 ITES and SPANCHO

Companies in 2010 (Source: Dun & Bradstreet)

Spanco SPANCHOs International operations is ISO 27001 (BS 7799) Certified

for Call Center Services and PCI DSS compliant for processes involving credit

card transactions

Spanco GKS awarded as best outsourcing solution provided with more than 300

seats in middle east by Insight(Middle East) for 2009

Spanco Ltd. is accorded the prestigious SEI CMM Level 3 Certification

Spanco Ltd. is a recognized NASSCOM member

Spanco Ltd. is accredited with the prestigious ISO 9001-2008 Quality

Certification

Spanco Ltd. accorded Maharashtra State IT Award for Best IT Company in e-Govspace for 2010

Spanco Ltd. nominated for the NDTV Profit Business Leadership Awards 2010-

IT Category

Spanco Ltd. ranked amongst 500 non finance companies by The Business World

Real 500

Spanco Ltd. consistently ranked in ET500 amongst outstanding companies of

India Inc

Spanco Ltd. awarded the Amity Leadership Award 2009

Spanco Ltd. ranked as the fastest growing company in Deloitte Technology Fast

500 Asia Pacific & Fast 50 India 2007 survey

Our Process


31/71

Process Migration Expertise

To start an implementation, an experienced Spanco SPANCHO Transition

Manager engages with the client to develop a mutually formulated transition

strategy, along with detailed process maps, ramp plans and timelines and

knowledge transfer requirements.

Hiring Qualified Talent

Spanco Human Resource has an eye for the talent as we recruit qualified people to

deliver quality service to your customers. We undergo a speedy, robust and

effective hiring and selection process to build a dedicated team that meets both

Spanco SPANCHO and your qualification requirements.

Training for Excellence

Our structured training program includes proprietary interactive methods to

ensure that qualified, skilled and highly trained professionals are at the service of

your customers. Our dual-track training includes standard modules that build skill

and knowledge competency in language, customer service and selling skills, as

well as client-specific modules that train on the clients products and systems.

Operations Excellence

With continuous agent monitoring and immediate issue resolution protocols, we

ensure the delivery of consistent, high quality customer interactions. We align

with your goals and constantly track KPIs and metrics. Real-time dynamic

scheduling and reporting streamlines scheduling and further reduces costs so that

you always receive high value, reliable service and maximum productivity levels.

Performance Management

Through powerful real-time reports, predictive modeling and forecasting, higher

first call resolutions and consistent, highly satisfying customer experiences we

provide increased customer retention. We also provide insightful business


32/71

intelligence analytics that are often leveraged to increase campaign effectiveness,

generate incremental revenue, and establish new standards for service.

Quality Assurance

Our dedicated Quality Assurance department does everything from auditing

phone programs through recorded and live monitoring, to monitoring e-mail and

other non-voice based processes, for quality scoring. They continually monitor

performance and identify problems at the onset to enable quick resolution while

maintaining high performance, consistency and quality scores.

Business Excellence

To maintain high quality standards is one of the prime objectives that Spanco SPANCHO

consciously strives for. As a part of business excellence initiative, we make the

systematic use of quality management principles and tools in business management, with

the goal of improving performance based on the principles of customer focus, stakeholder

value, and process management. Some of the tools used are the balanced scorecard, Lean,

Six Sigma statistical tools, process management, and project management. The essence of

the Methodology is to concentrate on a perfect blend of focus between Processes,

Technologies and Resources.At Spanco SPANCHO, the Business Excellence (Quality) function is bifurcated

into two domains:

Delivery Excellence (Transactional Quality)

Delivery Excellence results when the operation as a whole is greater than the sum

of the parts. Delivery Excellence is building on the traditional organizational

improvement programs and extending them to focus on generating value for

Spanco SPANCHO and its customers. Delivery Excellence is focused on

delivering measurable, repeatable and predictable business results through

continuous improvements in effectiveness, efficiency and product/service levels.

We extend support to increase accuracy, reduce turnaround time and also provide

backend support to facilitate service delivery of our clients and associates in


33/71

process transactions.

Process Excellence (Strategic Quality)

Our expertise is recognized across our clients at different locations and supported

through leading industry ratings and certifications. We comply with industry

standards and methods such as ISO 9001, ISO- 27001-ISMS &PCI DSS. We also

embrace LEAN / Six Sigma to ensure continuous quality and process

improvement. Our proprietary methodology to design BPMS, which incorporates

best practices from COPC & QMS, aligns closely with these standards and

methods, and ensures consistent service delivery at Real time.

Benefits of delivering Business Excellence of the processes:

Increases customer satisfaction

Improves productivity or company efficiency

Improves business relations

Improves time efficiency of every single process

Improves competitive strength

Helps reduce operational costs

Improves brand image of products and services

Our Technology

Spanco SPANCHO understands the need to keep abreast with the dynamic changes in

technology. We at Spanco continually develop technology solutions that provide our

clients with the best customer experience tools. We employ the best of breed contact

centre technology to ensure that we can support diverse client needs. We offer

capabilities that support a unified approach enabling you to consolidate administration,

routing, monitoring and reporting across the globe. Our contact centre offers a

combination of Internet Protocol (IP) and traditional voice expertise as well as web,


34/71

email, chat and SMS (text) platforms. We function as per robust ISMS (Information

Security Management System), which reflects our strong commitment to securing your

infrastructures & customer information.

Dialer Management Expertise

Spanco SPANCHO has technology combined with exquisite Dialer Management

Expertise allowing our clients to focus on deriving excellent business results at every

level. Spanco SPANCHO combines industry expertise with unparalleled strategy

studying various aspects and analyzing data every moment which allows you to achieve

and exceed business results.

We constantly seek new ways to give our clients a competitive edge and we do it all cost-

effectively so you enjoy all the benefits of partnering with a world-class contact centre

provider for a very low cost. From deploying tools that increase agent productivity, to

building a new channel to engage your customer, we work with you to build the best

service mix to satisfy your business goals and help you gain a competitive edge. And our

industry-leading performance optimization and interaction management tools allow us to

perform high levels of service with a low cost of delivery.

Highlights of our value added technology solutions include:

Real-time Management dashboard: Enables real-time visibility and transparency

for sales/conversions data and process monitoring

Lead Management System: Online platform for sharing and updating customer

requests and sales leads

Real-time FOS: Mobile application that provides online tracking, management

and monitoring of sales or collections via GPRS enabled cell phones

Payment Gateway integration with IVRS: Provides a secured environment for

payment transactions via IVR in an encrypted format, making transaction highly

secure and PCI-DSS compliant


35/71

SMS Text Message Outbound Service: Self-service platform that delivers mass or

customized group SMS/text messages to your opt-in database to support

marketing initiatives

SMS Inbound Service: Collects, reports and manages customer responses, opt-ins

and opt-outs

E-mail Blaster: Sends customized e-mail messages to individual customers, or

groups for segmentation purposes, also manages opt-outs

Web service or FTP Hot Lead Integration: Automatically fetches list data from a

client via FTP or web service, and loads it into the dialer for outbound call

campaigns

Highlights of our infrastructure include:

Carrier-Class operations center provides 24/7, uninterrupted service delivery with

100% power back-up and redundant data, telecommunications and internet links

Multiple service providers at all locations

24x7 operations by a dedicated global technology team

Flexible, three-tier Business Continuity Planning (BCP) architecture with the

ability to scale and customize plans based on individual risk assessments

A technology and telecommunications team of senior associates with extensive

experience in applications development, network management and technology

operations that manage the infrastructure requirements for Spanco SPANCHO

and our clients

World class ACD solutions with integrated IVR, CTI, Voice mail, reporting,

monitoring and recording solutions

ISO 27001 compliant & PCI DSS Certified

Multiple independent international private-leased circuits connecting U.S. PoPwith Mumbai facilities in fault tolerant mode

Flexible, three-tier Business Continuity Planning (BCP) architecture with the

ability to scale and customize plans for any of our global delivery centers based

on individual risk assessments

High Speed Internet Bandwidth from multiple ISPs


36/71

A technology and telecommunications team of senior associates with extensive

experience in applications, network management and technology operations that

manage the infrastructure requirements for Respondez and our clients

Proven systems integration capability across multiple geographies and client

systems

Collaboration with best-in-class technology partners to provide stronger support

to our clients

Well-tuned and configured network with efficient breakdown management

systems that ensure client processes are not affected in critical or disaster situation

Customers

Spanco SPANCHO Ventures clients are spread across diverse industry verticals

such as Telecom, Banking, Finance, Insurance, and Retail to name a few. Some of

the companys clients include 3 of the top 5 Telecom companies in India, one of

the top global telecom companies and 2 local telecom companies in Middle East,

one of the top 3 global banks in India, and almost all the major banks in Middle

East.


37/71

Opportunities beyond Boundaries

Discover the world of innovation, learning, growth and equal opportunities with Spanco

SPANCHO. At Spanco SPANCHO, our philosophy is to facilitate a synergetic and

interdependent relationship between the individual and the corporate through complete

employee involvement.

We have built a warm and receptive work environment that evokes deep feelings of pride

and belonging and is based on the highest standards of excellence and integrity. We arecommitted to creating a rewarding career for each of our employees and investing in their

personal and professional development. We are proud of the fact that we have

successfully balanced our deep focus on process and operational excellence with our

passion for people developmentit reflects in everything we do.

The cornerstone of our human resources management philosophy is the conviction that

the wellbeing of the company and its people are interdependent, and that the company's

most valuable asset is its people.

Life at Spanco SPANCHO -

Challenging, fulfilling and exciting!

Spanco SPANCHO brings to its employees not just a better job but a better life as well.

We offer access to world-class resources for personal and professional growth. At Spanco

SPANCHO, you will have the chance to take on challenging responsibilities, working

with top-notch, world-class professionals from around the globe. You will be a part of a

culture of excellence. You would not be just working for a living; you will be part of a

global team thats focused on making a difference in the everyday lives of people.

Spanco endeavours to create a workplace where every person can reach his or her full


38/71

potentials

At Spanco SPANCHO, we have worked consciously at creating a work environment that

is flexible, informal, supportive, and empowering. We strive to define a career path for

our employees that convert 'Talent' in the organization to the 'Leaders of Tomorrow'.

The following differentiates make life fulfilling at Spanco SPANCHO

Passion to perform

If you have a passion to perform, Spanco SPANCHO is the place for you. Being a

Spancoite means vigor, dynamism and determination to succeed. It represents

pride in our accomplishments and never settling for anything but the best. Life at

Spanco demands bettering yourself everyday and coping up with the changing

corporate trends.

Opportunities to excel

At Spanco SPANCHO there is no dearth of opportunities for a person with

calibre. With its huge network of locations, wide service portfolio, best-in-class

technology and infrastructure, Spanco provides fantastic opportunities for its

employees to excel and craft a career of their dreams.

Blending Work and Fun

Life here at Spanco SPANCHO is brimming with events-where employees can

showcase their talent in areas as varied as arts, culture or sports. The objective is

to ensure that employees are not confined to their desks. This perfect blend of fun,

culture and work brings more productivity and a happy work environment.

Learning to lead

The spirit of learning among our people and an organizational commitment tocontinuous personal and professional development keeps Spanco SPANCHO at

the forefront in the fast-changing industry. Our framework for continuous

learning is built around a number of focused programs for our employees. Our

investment in people and infrastructure to build a holistic learning framework


39/71

demonstrates our commitment to continuous learning and building intellectual

capital for our employees.

Training for expertise

It is imperative that training requirements throughout the career of an employee

with Spanco SPANCHO are identified and provided for, in consonance with

business needs, existing and anticipated. In the light of the multitude of training

requirements originating from multiple sources, and the multiple channels and

media to undertake the training programs, Spanco SPANCHO has a clearly-

defined, uniform and consistent training policy. The aim of the whole process is a

long-term involvement and emphasis on growth and improvement of the intrinsic

level of competence of our employees.


40/71

OBJECTIVE OF THE STUDY

To get an insight knowledge about attrition rate.

To understand the attribute the process followed in ORGANIZATION.

To evaluate employee feedback on recruitment procedure in the companies.


41/71

SCOPE OF THE STUDY

The project EMPLOYEES ATTRITION RATE IN SPANCHO SECTOR IN

SPACNCHO is undertaken to understand the concept of recruitment in

ORGANIZATION Lucknow.

This project sees how effective Attrition rate in SPANCHO Sector at an organization is.

LIMITATIONS

Maximum effort was made to collect the data from each employee but some of

them were not able to give their responses because of their busy schedule.

Sometimes the right person was not at the place so it was difficult to get any

information related with my project.

Sometimes some respondents were not in full mood to give the responses so some

of the answers may not be exact.


42/71

RESEARCH METHODOLOGY

The marketing research has been defined by so many different authors in so many

different ways. The American Marketing Association defines marketing research as

follows:

Marketing Research is the function which links the consumers, employees and public to

the market through the information information used to intensify and defines marketing

opportunities and problems, generate, refine and evaluate marketing actions, monitor

marketing performance and improved understanding of marketing as a process.

Marketing research specifies the information required to address these issues; designs

made for collecting the informations; manages and implements the data collection

process; analyses the results; and communicates the findings and their implications.

Several characteristics of modern business encourage the use marketing research

business.

Marketing research is used during different phases of administrative process:

1. Setting goals and establishing strategies.

2. Developing a marketing plan.

3. Putting the plan into action.

4. Evaluating the plans effectiveness.

Sampling

When fields study are undertaken in practical life, consideration of time and cost almost

invariably lead to a selection of respondents, i.e., selection of only few items. The

respondents selected should be representative of the total population as possible in order


43/71

to produce a miniature cross section. The selected respondents constitute a Sample and

the selection procedure is called Sampling Technique. The survey so conducted is

known as Sample Survey.

It should represent not only the total population characteristics but also the various sub

classes of the population. The validity of findings would also depend upon how people

willingly and correctly report of their opinion, attitude, preferences, and favorableness.

Different Types of Sample Design

There are different types of sample designs based on two factors, i.e., the representation

basis and the element selection technique. On representation basis, the sample may be

probability sampling or it may be non-probability sampling. On element selection basis,

the sample may be either unrestricted selection technique or restricted selection

technique.

Thus, the sample designs are basically of two types, i.e., non-probability samplingand

probability sampling.

Error: Reference source not found


44/71

Steps in Sampling Design

While developing a sampling design, the researcher must pay attention to the following

points:

1. Type of Universe - The first step in developing any sample design is to clearly

define the set of objects, technically called the universe. The universe can be

finite or infinite. In finite universe the number of items is certain, but in case of

infinite universe the number of items is infinite, i.e., we cannot have any idea

about the total number of items.

2. Sampling Unit A decision has to be taken concerning a sampling unit before

selecting sample, sampling unit may be geographical one such as state, district,

village etc., or a construction unit such as house, flat, etc., or it may be a social

unit such as family, club, school etc., or it may be an individual.

3. Source list It is also known as sampling frame from which sample is to be

drawn. It contains the names of all items of the universe (in case of finite

universe only). If source list is not available researcher has to prepare it. It is

extremely important for source list to be representative of the population as

possible.

4. Size of Sample This refers to the number of items to be selected from the

universe to constitute a sample. The size of sample should neither be extremely

large, nor too small. It should be optimum. An optimum sample is one, which

fulfills the requirements of efficiency, representativeness, reliability and

flexibility.


45/71

5. Parameters of Interest In determining the sample design, one must consider

the question of the specific population parameters, which are of interest. There

may also be important sub groups in the population about whom we like to

make estimates. All this has strong impact upon the sample design we would

accept.

6. Budgetary Constraint Cost considerations, from practical point of view,

have a major impact upon decisions relating to not only the size of the sample

but also to the type of sample.

7. Sampling Procedure Finally, the researcher must decide the type of sample

he will use i.e., he must decide about the technique to be used in selecting the

items for the sample. There are several sample designs. Obviously, he must

select that design which, for given sample size and for a given cost, has smaller

sampling errors.


46/71

Types of Data and Methods of Data Collection

The most important part of any research is collection of data. The task of data collection

begins after the research problem has been defined. While deciding about the method of

data collection to be used for the study, the researcher should keep in mind that the data

are of two types:

Primary Data: Primary may be described as those data that have been observed and

recorded by the researchers for the first time to their knowledge, and thus happen to be

original in character.

Secondary Data: Secondary data are statistics not gathered for the immediate study at

hand but for some other purposes.

Research Design

There are three types of research

Exploratory Research

Descriptive Research

Casual Research

I have used "Exploratory research design

The basis of my research was primary data which I collected from 50 peoples i.e. sample

size in the service centre through Questionnaire.


47/71

Main Aspects While Preparing Questionnaire

Questionnaire is often considered as the heart of survey operation. It is the method of

obtaining specific information about a defined problem so that the data, after analysis

and interpretation, results in better appreciation of the problem. Hence great care has

to be taken in constructing it. This requires studying main aspects of the

questionnaire:

1. Form of the Questionnaire: mainly the general form of the questionnaire is

concerned it can be either structured or unstructured. The questionnaire preferred

by me was structural in nature I preferred this format because all the questions

were definite, concrete, and pre-determined, comments in the respondents own

words was held to be minimum.

2. Determine the Type of Question to use: Before working on the wording of each

question, they must decide on type of question to use. There are three main

types of questions from least structured to most structured are:

Open Questions

Multiple questions

Dichotomous.

3. Deciding on Wordings of Question: Wordings of each question

should be thoroughly examined. Following points should be kept in mind while

preparing questionnaire:

Define the issue


48/71

Should the question be subjective or objective

Positive or negative statement

Use simple words

Avoid ambiguous questions

Avoid leading questions

4. Decide on Question Sequence: Once the wording has been determined. it is

necessary to set them up in some order. The sequence can influence the results obtained.

A questionnaire has three major sections:

Basic information

Classical information

Identification Information

I paid proper attention to the wordings of question as well as on the sequence of the

questions since reliable and meaningful returns depend on it, to the large extent. The

important steps that I took in choosing the words are as follows:

Simple words, which are familiar to all the respondents, were employed.

Words with ambiguous meanings were avoided.

Danger words catch words or words with emotional connotations were

also avoided.

Caution was exercised in the use of phrases, which reflect upon the

prestige of respondent.


49/71

DATA ANALYSIS AND INTERPRETAITON

1. The Organization helps the employees learn new skill and jobs.

S.No. Topic Percentage (%)

1 Strongly disagree 30

2 Disagree 20

3 Undecided 10

4 Agree 30

5 Strongly Agree 10

2. The relationship between the senior and junior employees is cordial.


50/71



2 Disagree 30

3 Undecided 20

4 Agree 20

5 Strongly Agree 10

3. Is your company providing counseling facilities to employees for career plan

growth?



2 Disagree 20


51/71

3 Undecided 15

4 Agree 30

5 Strongly Agree 20

4. The criteria for promotion and pay policy are not properly communicated to the

employees.



2 Disagree 20

3 Undecided 10

4 Agree 20

5 Strongly Agree 20


52/71

5. If I am called on a holiday, I get a compensatory leave.



2 Disagree 20

3 Undecided 10

4 Agree 20

5 Strongly Agree 40


53/71

6. You enjoy doing all those repetitive jobs required for administrative purpose.



2 Disagree 20

3 Undecided 30

4 Agree 20

5 Strongly Agree 10


54/71

7. Your effectiveness is based more on your competency and credibility than formal

authority and positions.



2 Disagree 20

3 Undecided 10

4 Agree 30

5 Strongly Agree 30


55/71

8. You make it a point to spend time with your friends and family.



2 Disagree 10

3 Undecided 20

4 Agree 25

5 Strongly Agree 25


56/71

9. Are you enjoying while leading a team and giving direction.



2 Disagree 20

3 Undecided 25

4 Agree 25

5 Strongly Agree 20


57/71

10. You will be professionally successful only if you remain a part of the present

Organization.



2 Disagree 15

3 Undecided 15

4 Agree 25

5 Strongly Agree 25


58/71

11. My suggestion about various things at a work place are listened with attention and

if possible implemented.



2 Disagree 20

3 Undecided 30

4 Agree 20

5 Strongly Agree 20


59/71

12. The working conditions for female staff member are satisfactory.



2 Disagree 10

3 Undecided 15

4 Agree 35

5 Strongly Agree 30


60/71

13. Are you health conscious?



2 Disagree 20

3 Undecided 20

4 Agree 25

5 Strongly Agree 25


61/71

14. Industry got more job opportunity for educated youths.



2 Disagree 25

3 Undecided 25

4 Agree 15

5 Strongly Agree 20


62/71

15. Are you satisfied by the appraisal techniques in your organization?



2 Disagree 15

3 Undecided 15

4 Agree 20

5 Strongly Agree 20


63/71


64/71

Findings

1. In my analysis the performance of Organization is varying from area to are because of

its employee attrition rate is so higher and many other companies.

2. In my analysis around more then 70% people says that Organization attrition rate

service is good in SPANCHO sector and rest are people says no comment.

3. Organization provided its service to its employee when ever they need and also where

ever the need with the help of employee attrition rates.


65/71

Conclusion

This is a descriptive report on SPANCHO industry. I have tried to cover almost

everything related to the industry. I like to have your opinion about the same. Even at the

end of this comprehensive report, my concerns are related to development of employees

in SPANCHO, controlling attrition rate in SPANCHO, can we have some standard

industrial compensation package/ break-ups?


66/71

Recommendation

During the survey I come to know about some short coming of Organization. This

shortcoming can be removed with the help of following suggestion and help

Organization.

1. Promotional program conducted the company should be on large scale for the

employee with improved visual aids.

2. Company should increase the personal contact with the employee because they

have some problems that can be solved by the Organization staff only.

3. For youngsters Organization should provide some free services.

4. Organization should appoint few more celebrities for advertisement.


67/71

Limitations

1. Most of the employees were so furious that they refused to part with any

information.

2. Forms distributed to the respondents could not be completed by them due to

lack of time and interest.

3. Many responses were incomplete, if considered those could have skewed the

actual findings and results of the survey

4. Some respondent filled the form without showing any interest

.

5. Some respondent gave negative response


68/71

Bibliography

WEBSITES

www.SPANCHOindia.org

www.SPANCHOwatchindia.com

www.SPANCHOvoice.com

BOOKS :

Business Process Outsourcing - Sage Publications, 2009

Anandkumar, V.

Knowledge Process Outsourcing - By Shanti N M, 2010-

Kumar Naveen.

Research Methodology Kothari C.R.
http://www.bpoindia.org/http://www.bpoindia.org/http://www.bpoindia.org/http://www.bpoindia.org/http://www.bpowatchindia.com/http://www.bpowatchindia.com/http://www.bpowatchindia.com/http://www.bpovoice.com/http://www.bpovoice.com/http://www.bpovoice.com/http://www.bpovoice.com/http://www.bpoindia.org/http://www.bpowatchindia.com/http://www.bpovoice.com/


69/71

QUESTIONNAIRE

1. Your name_____________________________________________________

2. Name of Organization__________________________________________

3. Your designation_________________________________________________

4. Age________________________

5. Sex________________________

6. Marital status________________________

7. Academic or professional qualifications__________________________________

Please rate how strongly you agree or disagree with each of the following

statement by placing a check mark in the appropriate box.

15. Strongly disagree

16. Disagree

17. Undecided

18. Agree

19. Strongly agree


70/71

S.No

STATEMENTS 1 2 3 4 5

1. The Organization helps the employees learn new

skill and jobs.2. The relationship between the senior and junior

employees is cordial.

3. Is your company providing counseling facilities to

employees for career plan growth?

4. The criteria for promotion and pay policy are not

properly communicated to the employees.

5. If I am called on a holiday, I get a compensatory

leave.

6. You enjoy doing all those repetitive jobs required

for administrative purpose.

7. Your effectiveness is based more on your

competency and credibility than formal authority

and positions.

8. You make it a point to spend time with your friends

and family.

9. Are you enjoying while leading a team and giving

direction.

10. You will be professionally successful only if you

remain a part of the present Organization.

11. My suggestion about various things at a work place

are listened with attention and if possible

implemented.

12. The working conditions for female staff member

are satisfactory.

13. Are you health conscious?

14. Industry got more job opportunity for educated


71/71

youths.

15. Are you satisfied by the appraisal techniques in

your Organization.

final spachno bpo

Documents