knowledge process
TRANSCRIPT
CLIENT SERVICING IN RPO
Knowledge Management Project
Submitted To: Prof. Supratik Ghatak
Submitted By: Jyoti Mangaraj
E 26
About the Company
It is into IT recruiting, staffing, consulting and business services.
Headquartered in USA Is a service provider for many companies in Fortune
500 Started as an IT service provider, took over many
companies for SAP service and strategic consulting Has 12000+ Employees Has 40+ officers worlwide It follows client centric model It’s a certified Minority Business Enterprise (MBE) Largest minority owned IT firm
Major Businesses
The company is majorly into Staffing ServicesIT Services
CMMI Level 5 OrganisationHR and IT – ISO 27001*Knowledge Process in Staffing
Services will be analysed
As a Staffing Partner
Staffing Services
IT staff Augmentati
on
Master Vendor Progra
m
Professional
Placements
Permanent
Placement
Services
Follows the CLASS model – Competency Leveraged Advances Staffing & Solutions
IT StaffingIT Staffing has a client centric model where a dedicated team
looks after a particular client onlyHigh Turnaround time is managed through great database and
incentivizing employees to fetch moreCounseling and consulting of the job seekers ensures high
candidate retentionSupplies Domain and Skill Specific candidates
Master Vendor ServiceSingle point of contact for vendorsPayroll Management of contract employeesAdministrative work handledAnalytics enables better decision making and helps increasing
efficiency and profitabilityDashboards and platforms to manage vendors and sub vendors
Permanent Placement Services It provides a ‘Temp to Hire policy’ – try before you policy
to its clientsIt believes in extensive communication between client
and candidateA consultant model is followed instead of recruiter model
Developed Competency Units – specialised units that provide services to a particular industry only
For Example – For BFSI – a team of financial service practitioners is there
It has Domain and location specific recruiters
Process Steps
RecruitmentDone through database, BOTS, other sources
Qualify Special Candidate Screening Cell, System Based scoring
technique, Video Candidate Verification, Matching competency for ‘Right Fit Candidates’
Selection process is automated that ensures quality Hire
Standardized hiring process, Automated paper work and onboarding process (automatic checklist)
RetainConsultation, Trouble Ticketing (assistance to client –
24*7) Manage
Through dashboards,analytics reports by business analyst, audit, client hotline – 24*7
Once any client requirement is there it is forwarded to Competency Unit It is matched with the Database, BOTS and requirement is uploaded on the
website and social networking site. Once a set of potential candidates are found they are screened through a 4
step screening process which is majorly automated Applicant Tracker then helps in coordinating between the client &
candidate for interviews After finalisation, the onboarding process is supported by automated
tracking system Portals for client, vendors, candidates help in effective information sharing Other tools such as calculator & Dashboards help in effective data analysis
and presentation Backend analytical tools with the support of Analytics team help in
disseminating useful information from data & thereby facilitate intelligent client servicing
Robust IT support along with effective policy helped this company create a benchmark in the RPO industry
IT system provides – Calculators – for currency and compensation
calculation – which enables speedy calculation while conversation with client and candidate- saves cost and shows awareness and efficiency
Dashboards- Providing a first hand information about the present status of work
Matching BOTS – Any new requirement is checked with the available profiles in the system – it saves time and cost
Training CBTs – Training to the employees to increase their sector knowledge is provided that enable s them to fulfill client requirement in a better manner
Recruitment Portal Applicant Tracking –
It is a job portal for candidates, it invites application from candidates- this helps in reducing cost, while supplies candidate resume to the recruiter in a codified way
It is a cloud based recruitment systemIt manages the applications, recruitment team, interviewers,
helps in scheduling interviews, posts job openings on social media, conducts tests, provides analysis of the process
Partner Portal – Gives a clear insight to clients about the process – helps in maintaining a transparent process
Workflow – Gives a clear idea about the systematic process
Automated Timecard Verification Analytics support Database Support
Quality Developed AQS – Adaptive Quality System – standardization
of hiring process Proactive sourcing facilitated by extensive database Compensation analysis and rate benchmarking to provide
cost effective services Great work culture and compensation system – focus on
employee retention so that greater client and company relation is maintained
Extensive training Audit compliance system which removed manual
intervention in on boarding and off boarding process Customized & Integrated IT System 4 Step Screening process 100% SLA compliance – the process followed are very much
standardized with the help of portals, dashboards, training Dedicated Audit & Compliance Team
Methodologies Tower based recruiting model Tools and Accelerators that drive
efficiencies – databases, dashboards (helps in segregating and timely delivery)
High Touch Employee Relations – to help create a more satisfied employees that is reflected in client servicing
IT Support
Master Data Management CRM Solutions Robust IT architecture Independent Testing Process Optimization Global Delivery & Collaborative
Models Collabera Labs
IT Framework
Architecture Assesment Momentum SOA Assesment Mobility Platform aJuvenate CoreDais Mobile Testing Test Automation Reduced 50% reduction in cost by enabling tool
based migration System Based Regression Testing and Analysis helps
to generate reports that are data backed
IT Services
Consulting Development Integration Testing Support Services
Effective knowledge harvesting through DBMS
Business as Usual Model – Standardization of process
Process Followed for Project Handling-
Scan Evaluate
Incubate Deploy
Outcomes
Information/ Data is shared and saved through database Effective use of security system is used to save the data Good HR policies and Management policies help in creating
a good employee relation this further help in efficient knowledge transfer
Effective use of analytics – regression analysis helps in creating good reports which facilitates data driven decision making
Use of Dashboards help in effective presentation of information for use
Use of training modules helps in effective use of prior information
Standardization of process helps in creating a transparent and client friendly model