report of summer training conducted at bcube it services pvt (1)

7/29/2019 Report of Summer Training Conducted at Bcube IT Services Pvt (1)

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CHAPTER -1

INTRODUCTION

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

deliverance.

Name of the organization :Bcube IT Service Pvt. Ltd.

Industry : Business Process Outsource

Address :264, Udhyog Vihar, Phase 1, Gurgaon, Haryana

Key People :Mr. Anuj Saxena (Founder Director)

Mr. Puneet Chandra (Founder Director)

Mr. Ankit Jain (Founder Director)

Mrs. Prabha Naidu (HR Manager)

Employees : 50 employees on pay role and 750 agents

Website :http://www.bcubeit.com

Email ID :[email protected]

Contact No. :+91 124 6470406

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1.1OVERVIEW

1.11 This chapter includes the introduction about Bcube IT Service Pvt. Ltd., which is

one of the Indias fastest grown BPO and has a strong technology focus with competent software

professionals focused on building and operating latest software and technology platforms. This chapter also

includes the profile of BPO. It was build up in the twentieth century and has been developed as a strong

entity till date. It has introduced many services so as to serve its customers with full enthusiasm. It has

ensured complete customer delight, living up to its image of, BUILDING CUSTOMER TRUST.

1.12 The company has 2 branches in Gurgaon and 1 in Noida, the facilities to which have been built to

international standards with the latest operations and technology infrastructure, which impart a superior

working environment for attracting and retaining the best talent and providing world-class service to

customers. Strategic alliances with leading technology providers ensure high quality technology to support

service delivery and form a secured global backbone.

1.2 INDUSTRY PROFILE:

BUSINESS PROCESS OUTSOURCING: An Overview:

1.21 Off shoring is a phenomenon, wherein an enterprise relocates the production of its goods or services to

various locations in countries other than the one in which it is based. Off-shoring- especially that of services-

has become an increasingly viable option for companies looking to improve their operational efficiencies,

bottom lined and business performance. In fact, to achieve global competitiveness and high profitability, it

has now almost become imperative for most of the companies to offshore some of their IT and non- IT BPO

services. The global Business Process Outsourcing (BPO) market has undergone rapid transformation during

the last decade and has been adopted as a strategic business solution by leading companies. A reduction in

telecom costs, coupled with the increased digitization of services, is helping many companies to off-shore

their services.

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1.22 Business process outsourcing (BPO) is a subset ofoutsourcing that involves the contracting of the

operations and responsibilities of specific business functions (orprocesses) to a third-party service provider.

BPO is typically categorized intoback office outsourcing - which includes internal business functions such

as human resources orfinance and accounting, and front office outsourcing - which includes customer-

related services such as contact canterservices. BPO that is contracted outside a company's country is

called offshore outsourcing. BPO that is contracted to a company's neighbouring (or nearby) country is

called near shore outsourcing. Often the business processes are information technology-based, and are

referred to as ITES-BPO, where ITES stands for Information Technology Enabled Service. Knowledge

process outsourcing (KPO) and legal process outsourcing (LPO) are some of the sub-segments of business

process outsourcing industry. After growing 20 per cent in 2012, the BPO industry of the Philippines is

estimated to gross revenue of upwards to $25 billion by 2016. By these estimates, the Philippine's BPO

industry will account for approximately 10 per cent of the nation's GDP.

1.3 COMPANY PROFILE

Bcube IT Service Pvt. Ltd.

1.31 It is a BPO, which handles contact centre and customer relationship management services. Since

inception, its focus has been on customer deliverance, with right mix of technology and innovative ideas. It

is not just a Business Process Outsourcing company but also a reliable partner who promises to make

valuable difference to its clients business. It enhances its partners competitive advantage and profitability

and offers a medley of cost effective, flexible and viable solutions.

1.32 Bcube basically delivers services in the verticals of FMCG, Telecom, Media/satellite, BFSI, Online

classifieds, Travel, Property, Jobs, Education, and Hospitality. It has a strong technology focus with

competent software professionals focused on building and operating latest software and technology

platforms.

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1.4FUNCTIONAL AREAS

Functional areas of the company comprise of different departments such as Human Resource department,

accounts department, administration and information technology department.

1.41 Human Resource Department:

The Human Resource Department of the organization deals with management of people within the

organisation. The Department is responsible for hiring members of staff and ensuring that they perform to

expectation.

The HR Department of Bcube involves different aspects under it such as:

a. Manpower Planning- The HR Executive keeps a record of the future requirement of the man force as

per the attrition rate in the organization.

b. Recruitment and Selection- One of the most important jobs of HR executive is to recruit the best

people for the organization. This is ofcrucial importance as the success of the organization depends on

the quality of its workforce.

c. Performance Appraisal- Once the employees are recruited, the HR Department reviews their

performance on a regular basis through proper performance appraisals.

d. Training and Development- HR department constantly keeps a watch over the employees of the

organization. All training and development need are carried out by this department.

1.42 Finance Department:

Finance department helps in the allocation ofassets and liabilities over time under conditions of certainty

and uncertainty.

Finance department of Bcube involves:

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a. Cash Collection- The supervisor receives cash from sales and other sources and maintains that cash. He

makes sure that the cash is deposited in the appropriate checking accounts of the business.

b. Cash Payments- The supervisor also prepares all the cheques for the signatures of the business officers

who are authorized to sign them.

1.43 Information Technology Department:

The Information Technology Department in Bcube has the charge of all computer based systems used by the

employees of the organization. It involves providing systems, repairing and maintaining, as well as coming

up with solutions for users.

Information Technology department of Bcube involves:

a. The supervisor plans, manages and helps in the creation and implementation of Management

Information System (MIS), Decision Support System (DSS) and information systems to the strategic and

tactical levels of management.

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

employees.

c. He also determines the quality, security and validity of guaranteed information system data and

ensures that all safety aspects have been taken into account during the planning and implementation of

development projects.

1.5 COMPANYS VISION:

Companys vision is to offer seamless extension of their clients customer relationship management by being

a premier provider for customer acquisition and servicing along with retention services.

COMPANYS MISSION:

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

superior technology.

1.6 PRODUCT RANGE:

1. Times Job

TimesJobs.com is the fastest growing and most innovative Indian online recruitment portal. It is basically an

Indian employment website which operates inIndiaandMiddle East. It is owned and operated by The Times

Group.

2. Magic Bricks

It is a platform to bring together property seekers and sellers in the real estate industry. It is a high-end

property portal that caters to a global market with its unique services and novel online features. It was

launched in the year 2006 by Times Group. It has quickly risen to the No. 1 Property Portal in India.

3. Nextra

It is an emerging world-class Internet Service Provider (ISP) that caters to both home and business segments.

Nextra literally means the "Next Era" of Broadband. The philosophy of "Next Era" is embedded in Nextras

core Brand Image "The Emergence of the New Sun".

4. Fenesta

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Fenesta is India's largest windows and doors company. It has installed more than a Million windows doors

across nearly 150,000 homes. Empowered with knowledge of India's extreme conditions, Fenesta has

designed UPVC windows and doors that are able to withstand India's extreme climate.

5. Oxigen

Oxigen is a leader in Electronic bill Payment and recharge. Aggregation of Recharge, Bill Payments &

Subscriptions, for all leading Telecom operators, Internet Service providers, Direct to Home TV (Dish and

Tata Sky), Prepaid Radio (World space), Prepaid Value added Services (MobiBuzz), Railway and Airline

ticketing (Air Deccans MFly) etc on a single platform.

1.7 ORGANIZATION STRUCTURE:

Organizational structure of Bcube consists of the Director who is accompanied by different managers such

as Sales Manager, HR Manager, Accounts Manager, IT Manager and Admin Manager who are further

accompanied by team leaders, supervisors, etc.

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Figure 1 Organizational Structure of Bcube IT Service Pvt. Ltd.

1.7 PRESENT LEADERSHIP:

1. HR Manager

The HR Managersets day to day goals for the organisation and plans for future ventures and objectives of

the HR department.

2. Team Lead HR

TheTeam lead HRhas tosupervise, guide and help the colleagues to work together in the organization and

ensure that they deliver services to the best of their knowledge.

3. HR Executives

The HR Executives recruit manpower in the organization as per the requirements and thereby maintain the

whole life cycle of the employees in the organization. HR Executive also ensures that each and every

employee of the organization is enrolled in the ESI and PF deductions and thereby decides the salary of the

employees.

4. Outbound Sales Manager

Outbound Sales Manager manages the overall activities performed by his team and sees to it that no fake

work is done by his team. He frames a set of guidelines for his team which are supposed to be followed by

each and every member of his team.

5. Inbound Sales Manager:

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Inbound Sales Manager also manages the overall activities performed by his team and sees to it that all the

queries of the people are solved by his team. He frames a set of guidelines for his team which are supposed

to be followed by each and every member of his team.

1.8 SOURCE OF DATA COLLECTION

1.81 DATA COLLECTION

Data collection is a term used to describe a process of preparing and collecting business data - for example

as part of a process improvement or similar project. Data collection usually takes place early on in an

improvement project, and is often formalized through a data collection Plan which often contains the

following activity.

1. Pre collection activity Agree goals, target data, definitions, methods

2. Collection data collection

3. Present Findings usually involves some form of sorting analysis and/or presentation.

There are two methods of data collection which are discussed below:

DATA COLLECTION

PRIMARY DATA SECONDARY DATA

(Data collection techniques)

QUESTIONNAIRE INTERVIEW EXTERNAL INTERNET INTERNAL

SOURCE SOURCE

Figure 2 Methods of Data Collection

1.8 1 PRIMARY DATA

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In primary data collection, data is collected by using methods such as interviews and questionnaires. The key

point here is that the data we collect is unique to our research and, until we publish it, no one else has access

to it.

The data for the project has been collected through questionnaires. The key point here is that the data

collected is unique and research and, no one else has access to it. It is done to get the real scenario and to get

the original data of present.

DATA COLLECTION TECHNIQUE

Questionnaire:

A questionnaire of 15 questions has been analysed to know the current scenario of the company. The

questionnaire consists of close ended questions in which the respondents are suppose to choose any one of

the options provided to them.

CHAPTER-2

SWOT ANALYSIS OF THE COMPANY

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CHAPTER-2

SWOT ANALYSIS OF BCUBE IT SERVICES PVT. LTD.

2.1 SWOT analysis is a strategic planning method used to evaluate the Strengths, Weaknesses/Limitations,

Opportunities, and Threats involved in a project or in a business venture. It involves specifying the objective

of the business venture or project and identifying the internal and external factors that are favourable and

unfavourable to achieve that objective. The technique is credited to Albert Humphrey.

SWOT analysis of Bcube IT Services Pvt Ltd.:

STRENGTHS

English speaking workforce

Abundant Manpower

Dedicated Workforce

Cost competitiveness

WEAKNESS

High attrition rate

Local Infrastructure

Manpower Shortage

High Cost of telecom

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Conductive Environment

Operational Excellence

Political opposition

OPPORTUNITIES

Move up the value chain

Unexplored markets

Greater share of market

Work Closely

THREATS

Emerging low cost nations

Rising cost

Slowdown of demand

Technology

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

2.11Strengths:

a. Large pool of highly qualified and English speaking manpower with in depth knowledge and

understanding of the market.

b. The company also provides operational excellence so as to cater the upcoming queries of the customers.

c. Dedicated and abundant workforce aiming at making a long-term career in the field.

d. Strong and well spread network of qualified intermediaries and agents.

e. Conductive Environment prevailing in the organization.

f. Cost competitiveness in the organization.

g. Finance department helps the organization to keep a track on the administration cost and all the other

expenses.

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USP of HR includes the following:

a. E-recruitment and recruitment through consultancies.

b. Different Reward & Recognition programmes to motivate employees so as to retain them in the

organization.

c. Attaining Employee satisfaction through paying off bonus and incentives to them.

2.22 Finance

USP of finance includes the following:

a. Finance department helps the organization to keep a track on the administration cost and all the other

expenses.

b. Thus, its main USP is that it helps in cost-cutting thus lowering the cost.

c. Finance department analysis the risk free areas and assures that the company plays secure enough to

handle everything.

2.23 Information Technology

USP of IT includes the following:

a. It acts as an important source for the organization as it maintains the hub of all the networks in the

organization.

b. IT department remains updated with the new technological advancements so as to achieve edge over

competitors.

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CHAPTER 3

DATA COLLECTION AND PRESENTATION

CHAPTER-3

DATA COLLECTION AND PRESENTATION

3.1 Overview:

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Data Collection is done to collect data from internal and external sources so as to analyse the facts and know

the capability of the organization to reach heights. In this chapter, the data was collected with help of

questionnaire, which was analysed and interpreted and inferences were drawn for each and every question.

A. Data Collection

1. Human Resource Management:

1.1 HR Planning

Human Resource planning is a deliberate strategy for acquisition, improvement and preservation of

enterprises human resources. It is a managerial function aimed at coordinating the requirements for the

availability of different types of employees. This involves ensuring that the organisation has enough of right

kind of people at right time.

HR Planning followed by Bcube is:

a. Identify and acquire right number of people with proper skills: The organization identifies the

need of number of people required to be recruited for the organization and the skills required in them.

It facilitates the realization of the companys objectives by providing the right type and the right

number of personnel.

b. Motivate employees to achieve high performance: To build a meritocratic environment, the

company makes plans to recognize significant contributions made by their employees and motivates

them to work more significantly by providing them incentives and bonus.

c. Create interactive links between business objectives and resource planning objectives: The

organization also creates an interactive link between the business objectives and the resource

planning.

1.2 Recruitment

Recruitment refers to the process of attracting, screening, selecting, and onboarding a qualified person for

ajob.

Recruitment process followed by Bcube is:

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a. Job analysis: Job analysis is done by the organization so as to analyse as to what kind of people are

to be focussed in the recruitment process.

b. Sourcing: Sourcing is used so as to identify right candidates to fill the vacancies. The company uses

sources such as advertising in newspapers, recruitment consultancies, employee referral schemes, job

portals and campus recruitments.

c. Recruitment consultancies which are in contract with Bcube are Naukrilo.com, Divyahari

Consultancy, Divitia Consultants, A4 Solutions, Kedia Consultancy, etc.

d. Employee referral scheme includes giving a chance to the employees to pick their colleagues because

we know that SMART PEOPLE KNOW SMART PEOPLE. Bcube provides Rs. 500 per month for

each referral.

e. Job portal mainly used by the company is timesjob.com. Jobs are posted on the portal and the people

searching for jobs come to know about the vacancies. Other portals used by the company are

olx.com, naukri.com, monster.com, etc.

f. Campus recruitment of the company is aimed at hiring students from key B-schools such as J K

Business School, Skyline Business School and Maharishi Dayanand Institute.

g. Screening: Bcube then screens the candidates by looking at the

relevant skills, knowledge, aptitude, qualifications and educational or job related experience of the

candidates. This helps in putting the right candidate at right job.

1.3 Selection and Induction

After the pool of employees is made, it leads to final selection of the best candidate.

a. Preliminary Interview: There are 2 rounds under the preliminary interview in the company:

(i) HR Round- Candidates undergo a preliminary HR interview in which the HR team assesses the

general skills of the candidates. The HR Executive takes the HR round and the suitable candidate is

shortlisted for the Functional Round.

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(ii) Functional Round- The candidate is further assessed by the functional skills by the functional team.

The functional round is carried out by the Team Lead HR and the qualified candidate is shortlisted

for the written test.

b. Written test: After the preliminary interview, aptitude test is conducted by the Team Lead HR to

know the potential of the candidates. It consists of 10 open ended questions and 10 close ended

questions. The candidate is given 30 minutes to complete the test and then it is examined by the

Team Lead HR and the qualified candidate is shortlisted for the final round of interview.

c. Final Interview: The candidates who clear the aptitude test are then called off for the final round of

interview. The final round of interview is conducted by the Operation Manager and at this level of

interview the candidate has a chance to showcase the qualities that distinguish him from other

finalists. The decision to hire or to eliminate the candidate is done at this step.

d. Offer Letter: An offer letter is given to the candidates who get selected in the final round of

interview. When the candidate has made it through the challenging hiring process, the final step will

be a job offer. It consists of the benefit packages, salary and the joining formalities such as the

documents to be submitted and the job timings.

Induction: Once the offer is made to the candidate, he/she becomes an employee of the organization.

Induction is given to the employees so as to make them aware about the policies followed by the

organization. It is given by the HR Executive for a period of 2 days so as to make the new employees

familiar with the organization and its rules and regulations.

1.4 Industrial Relations

Industrial Relation is an art, the art of living together in the organization for the purpose of production. The

top management in the organization follows participative approach, which means that the employees are

equally involved in the decision making process of the organization. Industrial relations focus on the attitude

and relationship practices of the employer and employees. Heads of various departments are trained to

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motivate their staff so as to build confidence amongst them. Employees should be kept in a comfortable zone

so as to maintain good relations among employee and the employer.

1.5 Career Development

a. Performance review of each and every employee is done at the end of every month on the basis of the

number of enquiries handled by them in the organization.

b. Employees get evaluated on the basis of their potential, additional knowledge, working habits,

personal contribution to the success of the company.

c. An employee who excels all these criteria is awarded with vouchers such as Big Bazaar vouchers,

Reliance Store vouchers, Bid gifting vouchers and incentives such as Rs. 4000-5000, depending on

the performance of the candidate.

d. Employees also get promoted according to their tenure, ranking and consistent performance in the

organization.

2. Finance

The Finance department of Bcube performs the following functions:

2.1 Book Keeping: Thefinance department of Bcube maintains the records of all the invoicing expenses

done by the company. This makes the work easy so as to know where the company has spent the

money.

2.2 Preparing Financial Accounts: The finance department is also involved in preparing the financial

accounts of the company i.e. the Balance Sheet and Profit and Loss account. This helps to know the

financial strength of the company at the end of the year.

2.3 Management of salary: The salary of employees is also managed by the finance department. The

finance department of the organization calculates the salary of all the employees and is further

accessed by the HR department.

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2.4 Raising Finance: The finance department of Bcube is also responsible for raising finance in the

organization through loans and repayment of interest on the finance. Raising finance is an important

task for the finance department.

2.5 Financial MIS and Client wise MIS: Finance department also prepares the MIS sheet for the

Director to have a look at the position of the company. MIS contains the time to time payments made

to the clients and the profit company incurs from the amount they get from clients per seat.

2.6 Regular Cash flow planning: Cash flow planning is also done by the Finance department. Cash

flow planning is done of identify the major expenditures in future (both short-term and long-term)

and to make planned investments so that the required amount is accumulated within the required time

frame.

2.7 Finance department makes expense as follows:

Salary Expense: 65%

Rent Expense: 10%

Other Expense: 25%

3. Information Technology

Bcube is highly dependent on the Information Technology department as the whole work in the organization

is done on computers for rendering services to its clients. The inbound process is required to solve the

queries of the customers, the record of which is also managed by the IT department. On the other hand, the

outbound sales process sells the products, the record of which is also managed by the IT department. At the

higher level, i.e. in the HR department, the use of portals for recruiting people is also assessed by the IT

department.

So, we can say IT department plays a vital role in the whole organization.

3.1 Use of Intranet and Extranet: The employees of the whole organization are connected through intranet.

The employees can share information amongst themselves through the intranet. Extranet is also used in

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the organization so as to share the information with the authorized parties of the organization who work

from some other end. X-Lite software is used to make the intranet and extranet work smoothly.

3.2 Network Management: Bcube highly requires a network management as all the work is done

online. So, the IT department has to keep a regular check on the network. All the calling work is

done through Czentrix, which is a software used by the organization.

3.3 Wireless Handling: The Company spends a great share of telecom budget on mobile services. There

exits wireless telecom in the whole organization, which is managed and taken care of by the IT

department.

3.4 Biometric Identifiers: Biometric identifiers are the distinctive, measurable characteristics used to

label and describe individuals. The organization uses biometric system so as to identify the finger

prints of the employees. The attendance of the employees is carried out by this system. The whole

system is managed by the IT department.

3.5 CRM Software: CRM is used in the organization to create, assign and manage requests made by

customers. It basically helps direct customers to agents and to reward loyal customers over a period

of time. One can make calls and maintain modules with the help of CRM. All this is controlled by the

IT department so as to incur smooth working in the organization.

B. Data Presentation

Questionnaire

A close ended questionnaire is used to know the response of the employees about what they feel about the

organization and its recruitment and selection criteria. Based on the responses, inferences were drawn for all

the questions.

Ques 1. Are you satisfied with the salary?

1. Adequate2. Somewhat adequate3. Not adequate

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Response No. of Respondents Percentage

Adequate 30 60%

Somewhat adequate 10 20%

Not adequate 10 20%

Total 50 100%

Table 3.1 Level of salary satisfaction of employees

Figure 3.1 Pie Chart showing level of salary satisfaction of employees

Interpretation: The above table and figure indicates that 60% of the employees in the organization are

satisfied with the salary they get from the organization and 20% feel that it is somewhat adequate,

whereas 20% are not at all satisfied with the salary.

Inference: It is inferred that most of the employees are satisfied with the salary they get in the

organization and only few are not satisfied with the salary which shows that the salary provided by the

company is adequate as per the needs of the employees which keeps them motivated to work in an

efficient manner.

Ques 2. Do you feel your organization has a gender inclusive culture?

1. Yes2. No3. Dont know

Response No. of respondents Percentage

Yes 35 70%No 15 30%

Dont know 0 0%

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Total 50 100%

Table 3.2 Culture of the organization

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

Interpretation: The above table and figure indicate that 70% employees think that the organization is

gender inclusive and only 30% think that the organization is not gender inclusive

Inference: From the above interpretation we can conclude that the organization is not gender inclusive

and believes in neutrality, as it treats all its employees on an equal basis so as to make the women

equally motivated, secure and comfortable in the work environment.

Ques 3. What kind/level/position of employees are there in your organization?

1. Senior 2. Mid-Level

3. Fresher


Fresher 3060%

Mid-level 1020%

Senior 1020%

Total 50 100%

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Table 3.5 Position of employees in the organization

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

Interpretation: The above table and figure indicates that 60% of the employees in the organization are

fresher, 20 % employees are at mid level and 20 % employees are seniors.

Inference: From the above interpretation, it is indicated that 60% employees are freshers whereas 40% of

the employees are working for a long period. This shows that there is high attrition rate in the organization.

This is because of the pressurized environment in the organization. This can be lowered by implementing

various motivational programs.

Ques 4. Does your company offer career advancement opportunities?

1. Yes

2. No

Response No. of respondents PercentageYes 42 84%

No 8 16%

Total 50 100%

Table 3.4 Career Advancement opportunities in the organization

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

Interpretation: The above table and figure interprets that 84% employees agree with the fact that they are

provided with career advancement opportunities whereas 16% employees do not agree with it.

Inference: The above interpretation shows that there exists ample number of career development

opportunities in the organization as there are internal job postings, apprenticeships, job rotations, new

technology training, exposure to external experts and motivational seminars.

Ques 5. Are you satisfied with the placement & promotion procedure in your organization?

1. Fully Satisfied2. To some extent

3. Not satisfied


Fully satisfied 30 60%

To some extent 15 30%

Not satisfied 5 10%

Total 50 100%

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

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Figure 3.5 Pie chart depicting the level of satisfaction of employees with respect to promotion and placement

procedure in the organization.

Interpretation: The above table and figure shows that 60% of the employees are fully satisfied with the

placement and promotion procedure in the organization, 30% are satisfied to some extent and only 10% are

are not fully satisfied with the procedure.

Inference: From the above interpretation, it can be concluded that 90% of the employees are satisfied with

the placement and promotion procedure in the organization and only 10% are not satisfied. This is because

the employees are promoted whenever there is an Internal Job Posting.

Ques 6. Is there any transfer policy in the organization?

1. Yes

2. No

Response No. of RespondentsPercentage

Yes 50100%

No 00%

Total 50100%

Table 3.6 Transfer policy in the organization

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

Interpretation: The above table and figure indicates that all the employees agree to the fact that there is

transfer policy in the organization.

Inference: From the above interpretation it is clear that the transfer policy prevails in the organization,

which is very clear and transparent. The company transfers the employees as per the rules and regulations

only.

Ques 7. Do you feel that there is a lot of organizational pressure prevailing in the organization?

1. Yes

2. No


Yes 35 70%

No 15 30%

Total 50 100%

Table3.7 Level of pressure in the organization

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Figure 3.7 Pie chart showing the level of organizational pressure

Interpretation: The above table and figure indicates that 70% of the employees feel that there is

organizational pressure in the organization whereas 30% employees feel that there is no organizational

pressure.

Inference: The inference drawn from this is that there exists a lot of pressure in the organization due to a lot

of job responsibilities given to a single employee, which further leads to high attrition rate in the

organization. This can be minimized by lowering down the pressure by carrying out motivational activities.

Ques 8. Which method is followed by your company for the recruitment of employees?

1. Employee referral2. Advertisement3. Consultants

Response No. of respondents PercentageEmployee Referral 15 30%

Advertisement 20 40%

Consultants 15 30%

Total 50 100%

Table 3.8 Recruitment methods in the organization

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Figure 3.8 Pie chart showing the recruitment methods in the organization

Interpretation: The above table and figure shows that 30% of the employees believe that the organization

follows the method of employee referral to recruit employees, 40% employees believe that that the

organization recruits employees through advertisements and 30% employees think that the recruitment is

done through consultants.

Inference: From the above interpretation, it is clear that the recruitment is done through three sources such

as employee referral, advertisement and through consultants. This leads to a fresh talented pool enter into the

organization and improve overall productivity by inculcating new ideas.

Ques 9. Does the organization clearly define the position, objectives, requirements and candidate

specifications at the time of recruitment?

1. Yes

2. No


Yes 50 100%

No 0 0%

Total 50 100%

Table 3.9 Level of clarity in the objectives of organization

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Figure 3.9 Bar chart depicting the level of clarity in the objectives of organization

Interpretation: The above table and figure interprets that all the employees agree with the fact that the

organization clearly defines the objectives, requirements and candidate specifications at the time of

recruitment.

Inference: It can be inferred that the organization is fair enough in its practices and discloses the objectives

clearly which lead to effectiveness in the organization. The employees are well focussed towards their role in

the organization and therefore work effectively to accomplish the entire responsibilities assigned to them.

Ques 10. How well are the organizations affirmative action needs clarified and supported in the

selection process?

1. Excellent2. Adequate3. Poor


Excellent 39 78%

Adequate 10 20%

Poor 1 2%

Total 50 100%

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Table 3.10 Level of clarity and support in organizations action needs

Figure 3.10 Bar chart showing level of clarity in organizations clarity and support in action needs

Interpretation: The above table and figure shows that 78% employees feel that the organizations action

needs are clarified and supported in an excellent manner in the selection process, 20% feel that the needs are

adequately clarified and 2% do not agree with this.

Inference: It is inferred that the organizations action needs are very well clarified and defined as the

employees work effectively towards the goals of the organization. The employees put fair enough efforts to

accomplish the targets given to them.

Ques 11. Does HR department provide an adequate pool of quality applicants?

1. Yes

2. No


Yes 35 70%

No 15 30%

Total 50 100%

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

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78%

20%

2%

Excellent

Adequate

Poor

Clarification of needs

Clarification of needs


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

Interpretation: The above table and figure shows that 70% of the employees feel that the HR department

provides an adequate pool of quality applicants for the organization, whereas 30% deny this statement.

Inference: It is inferred from the above interpretation that the HR department provides an adequate pool of

quality applicants for the organization which further leads to higher productivity. These quality applicants

are selected through naukri.com and with the help of consultants such as Divyahari, A1 Selectors, Naukrilo,

etc.

Ques 12. Rate the effectiveness of the interviewing process and other selection methods used by the

organization.

1. Excellent2. Adequate3. Not adequate

Response No. of Respondents PercentageExcellent 30 60%

Adequate 15 30%

Not Adequate 5 10%

Total 50 100%

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Table 3.12 Level of effectiveness of the interviewing process

Figure 3.12 Bar chart showing the effectiveness of interviewing process

Interpretation: The above table and figure interprets that 60% employees feel that the organization is

effective enough in the method the organization uses for selection of candidates in the organization, 30% are

somewhat satisfied with the statement and 10% do not agree with this.

Inference: The inference drawn from the above interpretation is that the method used by the organization is

effective enough in its interviewing and selection methods. These effective methods lead to higher

productivity in the organization.

Ques 13. Does the procedure adopted for recruitment and selection of employees enable to give right

person at the right job?

1. Yes2. No3. To some extent


Yes 4182%

No 36%

To some extent 612%

Total 50 100%

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

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

Interpretation: The above table and figure shows that 82% employees think that the method used for

recruitment in the organization enables to give right person at right job, 12% believe that it is to some extent

and 6% do not think this.

Inference: Inference drawn from this is that most of the employees believe the fact that the method used in

the organization for recruitment gives right person at right job as the organization is making profits which

are further distributed to the employees as incentives.

Ques 14. Is there any provision for evaluation and control of recruitment and selection process?

1. Yes

2. No

Response No. of Respondents Percentage (%)

Yes 50100%

No 00%

Total 50100%

Table 3.14 Provision for evaluation of recruitment and selection process

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

Interpretation: The above table and figure shows that all the employees believe that there is a provision for

proper evaluation and control of recruitment and selection process used by the organization.

Inference: It is inferred that the organization has proper evaluation and control of the recruitment and

selection method in the company as the vacant seats are evaluated twice before the recruitment is done.

Ques15. Overall, how satisfied are you with your job?

1. Fully satisfied2. Neutral

3. Dissatisfied


Fully satisfied 4692%

Neutral 48%

Dissatisfied 00%

Total 60100%

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Table 3.15 Overall satisfaction of employees

Figure 3.15 Pie chart showing the overall satisfaction level of employees

Interpretation: The above table and figure interprets that 92% employees are fully satisfied with their job,

whereas 8% employees are neutral in their statement.

Inference: It is inferred that employees are satisfied with their job in the organization as the productivity of

the organization has increased each and every time the evaluation is done. This has lead to higher


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CHAPTER-4

FUNCTIONAL ANALYSIS OF THE COMPANY

CHAPTER-4

FUNCTIONAL ANALYSIS

4.1 Overview: Analysis of data is a process of inspecting, cleaning, transforming, and modelling data with

the goal of highlighting useful information, suggesting, conclusions, and supporting decision making. The

facts provided in the project were analysed in this chapter so as to reach to some conclusion.

1. HUMAN RESOURCE

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People are companys most important assets. They can make or break the fortunes of a business. In todays

highly competitive business environment placing the right people in the right position is very critical for the

success of the organization.

Human Resource department has the following functions:

1.1 HR Planning: HR Planning in Bcube plays a vital role for the organization as a whole as the whole

recruitment process starts from here. The organization plans by evaluating the vacant seats twice and the

skills required in the candidates with whom the seats would be filled. This planning helps in proper

execution of plans, thereby leading to a healthy recruitment process.

1.2 Recruitment: Recruitment in Bcube is done with the help of consultants such as Divyahari, A1

Selectors, Naukrilo and Devalaya, and portals such as naukri.com and olx. This has been useful for the

organization as it has helped the organization to recruit fresh and talented pool in the organization.

1.3 Selection: Selection in Bcube is done through a process which consists of the following steps:

preliminary interview, written test, final round of interview and finally an offer letter is provided to the

selected candidate. The best candidate is selected by following this process which has lead to higher


1.4 Industrial Relations: Industrial relations are up to the mark in Bcube as the employees are involved in

the decision making process in the organization which further leads to motivation in the employees. The

employees are comfortable to work with their employers and feel free to discuss their problems with

them.

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1.5 Career Development: Career development in Bcube is done by evaluating the employees on the basis

of their performance and the number of enqueries handled by them in a month. This evaluation has lead

to promotion in the organization, whenever an internal job posting is available.

So, it can be concluded that the recruitment and selection decision is of prime importance as it is the vehicle

to obtain the best possible person to fit the job that will contribute significantly towards the Company's

effectiveness. It has also become increasingly important, as the Company evolves and changes, the new

recruits also show a willingness to learn, adaptability and ability to work as part of a team.

2. FINANCE

The organization has introduced many invoices so as to serve its customers with full enthusiasm. It has

ensured complete customer delight, living up to its image of, BUILDING CUSTOMER TRUST

Finance department has the following functions:

2.1 Book Keeping: Book keeping is done in Bcube by maintenance of records ofall the invoices done in

the organization. This has helped the organization to know as to when and where the money has been

spent by the organization.

2.2 Preparing Financial Accounts: Financial accounts such as balance sheet, profit and loss account and

cash flows are prepared by finance department. This has always helped the organization in future

planning to spend the money. As it is a continuous analysis, it helps in determining the budget. This has

lead to proper management in the organization.

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2.3 Management of Salary: Salary is properly managed in Bcube and the employees get their salary on 7 th

of every month. This proper management of salary has lead to adequate salary satisfaction among the

employees.

2.4 Financial MIS and Client wise MIS: Finance department of Bcube prepares the financial MIS and

client wise MIS for the director. This keeps the director aware of what is going in the organization and

he can take any immediate decision whenever required.

2.5 Finance department makes expense as follows:

Salary Expense: 65%

Rent Expense: 10%

Other Expense: 25%

This shows that finance department is focussed towards its work, which becomes a plus point for the

organization as it leads to profits.

So, it can be concluded that the competitiveness of the company is measured through the quality of services

that it offers to its customers that are unique from others. Thus, the best services offered by Bcube to its

consumers are result of the genius brains working behind them.

3. INFORMATION TECHNOLOGY

Information technology has lead to effective coordination of the employees with the external parties of the

organization such as candidates, recruitment consultancies, academic/professional institutes and the clients

of the organization. It is backed by experience in various verticals, domains, technology practices and SDLC

methodologies. The focus is on building solutions that enable and empower customer service, work flow

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automation and marketing processes, by leveraging telecom and internet. It brings to the table in-depth

understanding of the respective domains and invaluable years of software development experience.

Information Technology has the following functions:

3.1 Use of Intranet and Extranet: There exists proper use of intranet and extranet in the organization so as

to share information with the authorized parties ofthe organization. The company uses X lite software to

manage the use of intranet and extranet which is highly secure and the information of company is

therefore not accessed by unauthorized users.

3.2 Network Management: Proper networks are managed by the information technology department of

Bcube. Use of Czentrix for calling has lead to a smooth call flow in the whole organization. So, network

management is very important in the organization for the work to be done in an appropriate manner.

3.3 Biometric Identifiers: The company uses biometric identifiers to mark the attendance of employees. No

frauds can be done by the use of this method in the organization. This has lead to above 90% attendance

of all the employees.

3.4 CRM Software: CRM is used in the organization to create, assign and manage requests made by

customers. The agents get connected with the customers through this, which is helpful in the sense that

the agents can directly contact the customers and solve their problems as well.

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3.5 Dialler System: The company uses dialler system to make all the calls to its customers and to the

clients. Aspeat software is used to make a smooth call flow in the whole organization. This has created a

leave line, which is helpful in overall dial system in the organization.

So, it can be concluded that Bcube has a strong technology focus with competent software professionals

focused on building and operating latest software and technology platforms , which leads to attainment of

high profits in the organization.

Bcube has a strong functional area. Among the various factors of production which are used in the

organization, humanresource is the most important. This is because effective use of physical resources such

as land, machinery, materials, etc. ultimately depends on how the human factor is put to good use on various

operations. The most effective and efficient machinery in the organization will not produce optimum level

unless the people who operate the machinery know how to make it perform at its best and most importantly,

are motivated to make their equipment produce efficiently.

The clients of Bcube appreciate the companys process oriented approach in providing services by

meticulously planning the workflow and support systems, setting the right benchmarks for quality and

delivery and using technology as a backbone to provide faster, better and cost-effective services to clients.

The company has basically become a leading provider of financial services and knowledge based services to

a global clientele by offering value through innovative use of technology and harnessing the highest

potential of its people.

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CHAPTER-5

SUMMARY AND CONCLUSION

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CHAPTER-5

SUMMARY AND CONCLUSIONS

In the preceding chapters, a theoretical basis for all functional areas was researched and established in terms

of the literary search. In this chapter, certain recommendations are made based on the findings of this

research.

A. FINDINGS/RESULTS

1. It is found that the company is clear enough with its objectives and goals that they are attained within the

fixed time frame.

2. The policies of the organization are very well defined and the employees work efficiently while

following those policies.

3. Sometimes there exists a delay in the hiring process which leads to negative response of the candidates.

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4. The company has backed experience in various verticals, domains, technology practices and SDLC

methodologies.

5. The company has a tie up with a limited number of consultancies, which somewhere leads to a

duplication of candidates in the hiring process.

6. Motivational activities are carried out in the organization, so that the employees feel motivated enough to

work with the organization.

7. It has a record of retaining more than 90% of its senior management in the last 2 years.

8. The focus is on building solutions that enable and empower customer service, work flow automation and

marketing processes, by leveraging telecom and internet.

9. The company offers an attractive cost proposition and a highly-skilled talent pool, which makes it a

highly competent and attractive destination for outsourcing.

10. Zero attrition is not desirable mainly because of two reasons; firstly, if all employees continue to stay in

the same organization, most of them will be at the top of their pay scale which will result in excessive

manpower costs. Secondly, new employees bring new ideas, approaches, abilities and attitudes which

can keep the organization from becoming stagnant.

11. The recruitment and selection decision is of prime importance as it is the vehicle for obtaining the best

possible person-to-job fit that will, contribute significantly towards the Company's effectiveness.

4. LESSONS LEARNT

Every endeavour undertaken to accomplish challenging goals can only be successful under the experienced

and encouraging guidance. The trainee is privileged to have undergone training at Bcube IT Service Pvt. Ltd.

As learning never stops, the learning at the organization has come from a lot of exposure, on the job training

and close interaction with the corporate. In brief, the learning and achievements can be summarized as

under:

Learning Experience:

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a. During the initial days of training, the trainee gained some theoretical knowledge about the

organization, employees and their roles and responsibilities in the company as per their designations.

The members of the organization were highly knowledgeable, cooperative and very helpful to the

trainee.

b. It was considered as a part of the organization and the queries and doubts were welcomed and

answered by the employees of the organization.

c. Employees in the organization share transparent and open communication system. Strong team spirit

prevails among the employees.

d. Organization has a corporate culture that encourages employees to take the initiatives. The

organization has a culture of independence and the employees take the lead with them.

e. The overall training was successful, and the trainee learnt a lot of valuable knowledge as a HR

trainee in the organization.

Practical Knowledge Gained During the Summer Training:

The training duration was 45 days in Human Resource department of Bcube IT Service Pvt. Ltd. The trainee

learned and gained practical knowledge throughout the training period is as follows:

a. Telle-calling the candidates for the interview as directed by the HR head.

b. Maintaining the walk-in sheets of the candidates who come for the interview in the organization.

c. Learned to convince candidates about the offer rolled out and making them accept the offer through

effective communication.

d. Learned to prioritize issues according to their importance in the organization.

e. Provided inductions to the selected candidates in the organization as per the guidelines by the HR

head.

f. Maintaining the register of all the employees working in the organization.

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g. Interviewed employees for the agent level and selecting or rejecting them as per the norms scheduled

by the HR head.

h. Enhanced knowledge and contributed significantly to the company in its specialized fields.

i. Learned to take up challenges at any point of time.

5. SUGGESTIONS

a. All practices of marketing and finance can be easily emulated but the capability, the skills and talent

of a person cannot be emulated. Hence, it is important to have a well-defined recruitment policy in

the organization, which can be executed effectively to get the best fits for the vacant positions.

b. Compress white space in the organization: White space refers to a delay in the hiring process

which leads to loss of talented candidates. . It is recommended to reduce the turnaround time for the

recruitment and selection process.

c. Tie up with more and more consultants: Since the limited placement agencies are sourcing

candidates to the organization, there often comes the problem of duplication of data. Therefore it is

recommended that more and more consultants should be tied up from multiple segments to attract

large pool of new and fresh talent.

d. Reduce pre-offer formalities: Pre offer formalities include filling of a lengthy blue form which

includes all personal, educational and professional details of candidate. This is very time consuming.

So, it is recommended that unnecessary details should not be asked before the final offer is made to

the candidate.

e. The key elements of the guiding principles for the recruitment and selection policy for the

department should be used, as well as the core criteria used in the questionnaire, should be accepted

as a basis for an approach to service delivery for staff at the department.

f. A toolkit should be developed to provide guidance on the management of recruitment and selection

processes.

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g. Management should devise mechanisms to ensure that staff remains motivated to achieve excellent

service delivery.

h. The professionalism of staff at the department should be recognised.

The organization is confronted with high attrition rate. Therefore it makes recruitment a critical function in

the organization. In order to grow and sustain in the competitive environment, it is important for the

organization to continuously develop and bring out innovations in all it activities. It is only when

organization is recognized for its quality, that it can build a stability with its customers. Thus, the

organization must be able to stand out in the crowd.

The first step in this direction is to ensure competitive people come in the organization. Therefore

recruitment in this regard becomes an important function. The organization must constantly improvise in its

recruitment process so that it is able to attract best in the industry in order to serve the best. Thus, the

organization must look out for methods that can enable it to adopt best recruitment practices.

So, it can be concluded that, an internship at Bcube IT Service Pvt. Ltd. has lead to a learning experience

and has proved to an advantage. No ones career path is a straight line. Everyone starts off with a vision of

their ideal job, and this mission is just a guess based on our hypothesis. Internship is a unique opportunity

that one can never ever encounter throughout our career, and thereby helps us to frame our mission in life.

One can test drive different positions to see which ride one enjoys the most. The entire journey of the

internship allows the trainee to identify his/her strengths and weaknesses, and use both of them to the best

advantage of his/her job and company. All in all, undergoing an intense internship program boosts the self

confidence and motivates one to face big opportunities in future.

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BIBLIOGRAPHY

Books Referred

Chhabra T.N, Principles and practices of management, Dhanpat Rai and co. Ltd., Delhi, 2000

Blanchard P.N and Thacker W.J, Effective Training Systems, Strategies and Practices, Perarson,

Delhi, 2008

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

Websites

http://www.bcubeit.com/about.html

http://en.wikipedia.org/wiki/Recruitment

http://en.wikipedia.org/wiki/Recruitment#Screening_and_selection

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http://www.bcubeit.com/about.htmlhttp://en.wikipedia.org/wiki/Recruitmenthttp://en.wikipedia.org/wiki/Recruitment#Screening_and_selectionhttp://www.bcubeit.com/about.htmlhttp://en.wikipedia.org/wiki/Recruitmenthttp://en.wikipedia.org/wiki/Recruitment#Screening_and_selection


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https://www.google.co.in/search?

q=recruitment+and+selection&tbm=isch&tbo=u&source=univ&sa=X &ei=atItUtuIEIWtrAeYjoGYD

w&sqi=2&ved=0CDEQsAQ&biw=1366&bih=624

http://hr.uoregon.edu/recruit/recruitment-and-selection/guidelines-recruitment-and-sel ection

http://en.wikipedia.org/wiki/Functional_analysis

APPENDICES

Ques1.Are you satisfied with the salary?

1. Adequate2. Somewhat adequate

3. Not adequate

Ques2. Do you feel your organization has a gender inclusive culture?

50
https://www.google.co.in/search?q=recruitment+and+selection&tbm=isch&tbo=u&source=univ&sa=X&ei=atItUtuIEIWtrAeYjoGYDw&sqi=2&ved=0CDEQsAQ&biw=1366&bih=624https://www.google.co.in/search?q=recruitment+and+selection&tbm=isch&tbo=u&source=univ&sa=X&ei=atItUtuIEIWtrAeYjoGYDw&sqi=2&ved=0CDEQsAQ&biw=1366&bih=624https://www.google.co.in/search?q=recruitment+and+selection&tbm=isch&tbo=u&source=univ&sa=X&ei=atItUtuIEIWtrAeYjoGYDw&sqi=2&ved=0CDEQsAQ&biw=1366&bih=624https://www.google.co.in/search?q=recruitment+and+selection&tbm=isch&tbo=u&source=univ&sa=X&ei=atItUtuIEIWtrAeYjoGYDw&sqi=2&ved=0CDEQsAQ&biw=1366&bih=624https://www.google.co.in/search?q=recruitment+and+selection&tbm=isch&tbo=u&source=univ&sa=X&ei=atItUtuIEIWtrAeYjoGYDw&sqi=2&ved=0CDEQsAQ&biw=1366&bih=624http://hr.uoregon.edu/recruit/recruitment-and-selection/guidelines-recruitment-and-selectionhttp://hr.uoregon.edu/recruit/recruitment-and-selection/guidelines-recruitment-and-selectionhttp://hr.uoregon.edu/recruit/recruitment-and-selection/guidelines-recruitment-and-selectionhttp://en.wikipedia.org/wiki/Functional_analysishttps://www.google.co.in/search?q=recruitment+and+selection&tbm=isch&tbo=u&source=univ&sa=X&ei=atItUtuIEIWtrAeYjoGYDw&sqi=2&ved=0CDEQsAQ&biw=1366&bih=624https://www.google.co.in/search?q=recruitment+and+selection&tbm=isch&tbo=u&source=univ&sa=X&ei=atItUtuIEIWtrAeYjoGYDw&sqi=2&ved=0CDEQsAQ&biw=1366&bih=624https://www.google.co.in/search?q=recruitment+and+selection&tbm=isch&tbo=u&source=univ&sa=X&ei=atItUtuIEIWtrAeYjoGYDw&sqi=2&ved=0CDEQsAQ&biw=1366&bih=624http://hr.uoregon.edu/recruit/recruitment-and-selection/guidelines-recruitment-and-selectionhttp://en.wikipedia.org/wiki/Functional_analysis


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1. Yes2. No3. Dont know

Ques3.What kind/level/position of employees are there in your organization?

1. Senior

2. Mid-Level3. Fresher

Ques4. Does your company offer career advancement opportunities?

1. Yes2. No

Ques5. Are you satisfied with the placement & promotion procedure in your organization?

1. Fully Satisfied2. To some extent3. Not satisfied

Ques6. Is there any transfer policy in the organization?

1. Yes2. No

Ques7. Do you feel that there is a lot of organizational pressure prevailing in the organization?

1. Yes2. No

Ques8. Which method is followed by your company for the recruitment of employees?

1. Employee referral

2. Advertisement3. Consultants

Ques9. Does the organization clearly define the position, objectives, requirements and candidate

specifications at the time of recruitment?

1. Yes2. No

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Ques10. How well are the organizations affirmative action needs clarified and supported in the selection

process?

1. Excellent2. Adequate3. Poor

Ques11. Does HR department provide an adequate pool of quality applicants?

1. Yes2. No

Ques12. Rate the effectiveness of the interviewing process and other selection methods used by the

organization.

1. Excellent2. Adequate3. Not adequate

Ques13. Does the procedure adopted for recruitment and selection of employees enable to give right person

at the right job?

1. Yes2. No

3. To some extent

Ques14. Is there any provision for evaluation and control of recruitment and selection process?

1. Yes2. No

Ques15. Overall, how satisfied are you with your job?

1. Fully satisfied2. Neutral3. Dissatisfied

report of summer training conducted at bcube it services pvt (1)

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