HTC GLOBAL SERVICES, CHENNAI

A report on the organization study submitted in partial fulfillment of the requirements for the MBA (Full time) Degree of the Mahatma Gandhi University

Submitted by AUSTINA FRANCIS Register no:31213 2011-13 Batch

FISAT BUSINESS SCHOOL

Hormis Nagar, Angamaly, Cochin 683 577.

June 2012

DECLARATION

I, AUSTINA FRANCIS hereby declare that the Organization Study Report entitled HTC GLOBAL SERVICE, CHENNAI is a record of bona-fide work done by me in during the two months o under the guidance of Mr. T.N RAMAKUMAR, Professor, FISAT Business School, and Mr. Prasad RLV, Human Resource Manager at HTC GLOBAL SERVICE, INDIA is submitted in partial fulfillment of the requirements for the MBA Degree of the Mahatma Gandhi University.

Place:

Date: Name and signature of the candidate

ACKNOWLEDGEMENT First and foremost, I thank the lord almighty for his perpetual showers of blessings, which led to the successful completion of my organizational study project. It gives me immense pleasure to present this report. I take this opportunity to express my deep sincere of gratitude to all those who have helped me throughout this organizational study. It gives me immense pleasure to acknowledge all those who have rendered encouragement and support for the successful completion of my work. I am also thankful to Dr. P A Mathew, Director, FISAT Business School, who helped me throughout my study and helped me in analysis and interpretation of data preparing the final draft. I also take this opportunity to express my sincere gratitude to Mr.T.N Ramkumar Sir Fisat Business School for his guidance and constant encouragement throughout this organization study. I express my sincere thanks to Mr. Prasad R.L.V, Human Resource Manager, HTC, Chennai for the precious time sacrificed for guiding me to absolute excellence. I am immensely grateful to all the employees at HTC, Tambram, and Chennai for the help and co-operation rendered to me during the study. Also it was the love and inspiration instilled in me by my family members and friends that energized to complete this study. I again extend my whole hearted gratitude to all those who have directly and indirectly helped me during the course of work.

Austina Francis
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INDEX

CONTENTS................................................................................. LIST OF FIGURES..................................................................... LIST OF TABLES...................................................................... ABSTRACT................................................................................ CHAPTERS................................................................................. BIBLIOGRAPHY.......................................................................

CONTENTS

Chapter No: 1

Contents Introduction 1. Aim and Scope 2. Materials and Methods 3. Limitation of the study

Page No: 10-12

Industry Profile 1.The IT industry 2. Global scenario 3.TheIndian scenario 4. Segmentation of market 5. Major players

14-20

Organization-Origin and development 1. Organization History

22-23

Organization-Structure and design 1. Organization Chart 2. Mission and Vision 3. HTC Values 4.Recognition and Certifications 5. HTC Business 6. HTC Branches

25-33

Organization Functional area 1. HTC Headquarters functions 2. HTC GDC functions 3. HTC Department functions

35-57

a. Life cycle process b. Life cycle support process c. Department process 6 Organization Policies and Procedures 7 8 9 SWOT Analysis Findings and Conclusion Conclusion and Bibliography 68-71 72-74 75-77 59-66

LIST OF FIGURES

1.1 Source of data....................................................................................12 3.1 Organization Chart............................................................................25 3.2 GDC Chart........................................................................................28 3.3 HTC Locations.................................................................................32 4.1 HTC Headquarters function.............................................................35 4.2 HTC India functions.........................................................................36 4.3 Implementation Process....................................................................37 4.4 HTC Department Process.................................................................47 4.5 Database Administration..................................................................48 4.6 eBAP Department structure..............................................................48 4.7 General Administration....................................................................49 4.8 Administration and Finance Department..........................................50 4.9 HR Process........................................................................................50 4.10 Java Department..............................................................................51 4.11 Mainframe Department...................................................................52
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4.12 Microsoft Department.....................................................................52 4.13 Oracle Department..........................................................................53 4.14 PMG Department............................................................................54 4.15 Quality Assurance...........................................................................54 4.16 RADQ Department.........................................................................55 4.17 System administration department..................................................56

I NTRODUCTION

Organization is the process of identifying and grouping the work to be performed, defining and delegating responsibility, authority and establishing relationship for the purpose of enabling people to work most effectively together in accomplishing objectives. Management gratitude should have thorough knowledge about the various functions carried out in an organization. The organizational structure refers to the formal configuration between individuals and the group with respect to the allocation of task, responsibilities and authorities within organization.

The framework of an organization is the structure, where in the job each and every person is defined, described and coordinated to achieve the organizational goal. It depicts the authority and responsibility relationship between the various positions in the organization by showing who reports to whom. So an organizational study is essential to know and understand the various functions, responsibilities and authorities in an organization.

The study includes the hierarchy of different departments, their functions and other activities that the organization undergoes.This study provided the Knowledge about the functions of working conditions . the organization Awareness about the

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SCOPE OF THE STUDY Organizational functioning is an important factor for any organization to achieve the desired goals and objectives. This requires co-ordination at all levels to smooth functioning. This study aims to understand the functions and organization structure of HTC Global services in relation with different departments. The main purpose of the organization study was to study the various departments of the organization and understand their basic functions, their purpose, achievements, competitors and the mission and vision of the company and their progress towards that. It is very important to observe the actual working of an organization and the overall structure of an organization. The actual professionalism can be studied only through experience. This study focuses on overall structure of the organization. An attempt to have SWOT analysis also will help to extract the information, effectively. It is a great opportunity to get the first hand information and understand the functioning of various departments. LIMITATION OF THE STUDY Duration of the study was limited to two months. Organization data cannot be revealed Interactive sessions were less during the organizational study due to busy working hours.

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METHODOLOGIES OF ORGANIZATION STUDY Both primary and secondary data were collected from the company and the same were used for the completion of the organization study. Primary data: - Primary data were collected through the direct interaction and discussions with the HR manager and to the other members from various departments. Secondary data: - Secondary data were collected through the quality manual, websites .

Source of data

Primary data

Secondary data

Fig: 1.1 Source of data

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CHAPTER-1 INDUSTRY PROFILE

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INDUSTRY PROFILE- INFORMATION TECHNOLOGY The Information technology industry in India has gained a brand identity as a knowledge economy due to its IT and ITES sector. The ITITES industry has two major components: IT Services and business process outsourcing (BPO). The growth in the service sector in India has been led by the ITITES sector, contributing substantially to increase in GDP, employment, and exports. The sector has increased its contribution to India's GDP from 1.2% in FY1998 to 7.1% in FY2011. According to NASSCOM, the ITBPO sector in India aggregated revenues of US$88.1 billion in FY2011, where export and domestic revenue stood at US$59 billion and US$29 billion respectively. The major cities that account for about nearly 90% of this sectors exports are Bangalore, Delhi, Mumbai, Chennai, Hyderabad, Pune, Kolkata and Coimbatore. Export dominate the ITITES industry, and constitute about 77% of the total industry revenue. Though the ITITES sector is export driven, the domestic market is also significant with a robust revenue growth. The industrys share of total Indian exports (merchandise plus services) increased from less than 4% in FY1998 to about 25% in FY2012. According to Gartner, the "Top Five Indian IT Services Providers" are Tata Consultancy Services, Infosys, Cognizant, Wipro and HCL Technologies. This sector has also led to employment generation. Direct employment in the IT services and BPO/ITES segment was 2.3 million in 2009-10 and is estimated to reach nearly 2.5 million by the end of financial year 2010-11. Indirect employment of over 8.3 million job opportunities is also expected to be generated due to the
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growth of this sector in 2010-11. Generally dominant player in the global outsourcing sector. However, the sector continues to face challenges of competitiveness in the globalized world, particularly from countries like China and Philippines. Indias growing stature in the Information Age enabled it to form close ties with both the United States of America and the European Union. However, the recent global financial crisis has deeply impacted the Indian IT companies as well as global companies. As a result hiring has dropped sharply, and employees are looking at different sectors like the financial service, telecommunications, and manufacturing industries, which have been growing phenomenally over the last few years. India's IT Services industry was born in Mumbai in 1967 with the establishment of Tata Group in partnership with Burroughs. The first software export zone SEEPZ was set up here way back in 1973, the old avatar of the modern day IT Park. More than 80 percent of the country's software exports happened out of SEEPZ, Mumbai in 80s.

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GLOBAL SCENARIO OF INFORMATION TECHNOLOGY Information and communication technologies has evolved into a key enabling infrastructure across industries while proving to be a powerful driver of enhanced living conditions and opportunities around the globe. ICT has changed the world dramatically and it is bound to continue to do so in the future. Over the past decade, The Global Information Technology, has become the most comprehensive and respected international assessment of the preparedness of economies to leverage the networked economy. This research provides a unique platform for public-private dialogue on best policies and for determining what actions will further national ICT readiness and innovation potential. Through the evolved methodological framework of the Networked Readiness Index (NRI), The Global Information Technology Report 2012 measures the extent to which 142 economies take advantage of ICT and other new technologies to increase their growth and well-being. This year, Sweden tops the rankings, followed by Singapore and Finland. IT industry is today facing its toughest test. The industry earns a major chunk of its revenue from US and the Europe. The concerns around the US economy, its protectionist outsourcing policies and survival of the Euro, have resulted in large set off across many sectors including IT. IT majors such as TCS, Infosys and WIPRO which rely on the US and European markets for about 60 per cent of their revenue have witnessed a huge fall in their profit margins.

Moreover, the IT sector is just about completing its first year post-tax holiday honeymoon period and this has meant that most companies have witnessed a consequent upward spiral of the Effective Tax Rates (ETR). To add to its woes, the
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Minimum Alternate Tax has been hiked from 18 to 18.5 per cent in the recent budget. To offset the tax burden, most of the IT companies have been migrating to SEZs (Special Economic Zones) as they offer additional tax benefits. In order to make the IT fraternity competitive, the government should take steps to further develop these SEZs. Although, STPI (Software Technology Parks of India) have already enabled IT companies and new start-ups to carry out documentation, licensing and tax payment hassles through a single window system, the government should also relax norms for DTA (Domestic Tariff Areas) to promote IT spending in the country itself at a lesser cost. Dalian in China has been growing as a major IT hub there. If actually compared, Chinas IT spending is five times that of India, most of it being domestically. IT companies should take benefit of domestic economic growth by focusing on projects within the country such as the Railways ERP project, the BSNL system integration system, networking projects, IT work from Ministry of Finance, private telecom companies, banks and others as they offer multi-year contracts amounting to over US$ 100 million. Yet another challenge that the Indian IT industry is facing today is emergence of new IT destinations across the world such as China, Kenya, Thailand, and Argentina and so on. Indian IT industry needs to create a differentiator that will ensure its status as the leading IT destination of the world. In order to maintain Indias status as the leading IT hub of the world, the Indian IT industry needs to create an environment for innovation. Companies need to focus on creating superior customer experience that will result in high quality growth. The Information Technology sector also needs to spread the range of its activities and look at opportunities in countries other than US.

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INDIAN SCENARIO OF IT INDUSTRY

The Information technology industry in India has gained a brand identity as a knowledge economy due to its IT and ITES sector. The ITITES industry has two major components: IT Services and business process outsourcing (BPO). The growth in the service sector in India has been led by the ITITES sector, contributing substantially to increase in GDP, employment, and exports. The sector has increased its contribution to India's GDP from 1.2% in FY1998 to 7.5% in FY2012. According to NASSCOM, the ITBPO sector in India aggregated revenues of US$100 billion in FY2012, where export and domestic revenue stood at US$69.1 billion and US$31.7 billion respectively, growing by over 9%.

The major cities that account for about nearly 90% of this sectors exports are Bangalore, Chennai, Delhi, Mumbai, Hyderabad, Pune, Kolkata and Coimbator e. Export dominate the ITITES industry, and constitute about 77% of the total industry revenue. Though the ITITES sector is export driven, the domestic market is also significant with a robust revenue growth. The industrys share of total Indian exports (merchandise plus services) increased from less than 4% in FY1998 to about 25% in FY2012. According to Gartner, the "Top Five Indian IT Services Providers" are Tata Consultancy Services, Infosys, Cognizant, Wipro and HCL Technologies. This sector has also led to massive employment generation. The industry continues to be a net employment generator - expected to add 230,000 jobs in FY2012, thus providing direct employment to about 2.8 million, and indirectly employing 8.9 million people. Generally dominant player in the global outsourcing sector. However, the
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sector continues to face challenges of competitiveness in the globalized world, particularly from countries like China and Philippines. India's growing stature in the Information Age enabled it to form close ties with both the United States of America and the European Union. However, the recent global financial crises have deeply impacted the Indian IT companies as well as global companies. As a result hiring has dropped sharply, and employees are looking at different sectors like the financial service, telecommunications, and manufacturing industries, which have been growing phenomenally over the last few years. India's IT Services industry was born in Mumbai in 1967 with the establishment of Tata Group in partnership with Burroughs. The first software export zone SEEPZ was set up here way back in 1973, the old avatar of the modern day IT Park. More than 80 percent of the country's software exports happened out of SEEPZ Mumbai in 80s. India's IT-ITES industry caters to both domestic and export markets. Exports contribute around 75% of the total revenue of the IT industry in India. The IT industry can be broadly divided into four segments IT services Software (includes both engineering and Research and Development) ITES-BPO Hardware

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KEY PLAYERS IN THE INDUSTRY Cognizant Technology Solutions Infosys Technologies Limited Larsen & Turbo InfoTech Limited Mastek Limited .Patni Computer Systems Limited Satyam Computer Services Limited. Siemens Information Systems , Tata Consultancy Services Wipro Technologies Software Paradigms International

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CHAPTER-2 ORGANIZATION ORIGIN AND DEVELOPMENT

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ORGANIZATION ORIGIN AND DEVELOPMENT

HTC Global Services Inc. is a global provider of IT Solutions and Business Process Outsourcing services. It is a rapidly growing Information technology consulting and software development firm producing systems and business solutions to business clients in different parts of the world. HTCs World headquarters situated in Michigan, Troy. Our solutions aim to provide high value by optimizing the cost of ownership for our customers.

Established in 1990, HTC is one of the fastest growing private companies in US.HTC offers a broad range of software services and expertise with customer focus. The services are offered onsite, offsite and offshore in the area of IT strategy planning. IT implementation, software development, system integration, implementation and support, application and database migration, professional services, software training and support.HTC is committed to provide cost effective competitive solution for some of the large corporations in the world as well As for small and mid- sized companies. Our experience in the business process outsourcing arena fully complements and strengthens the broad range of our service offerings and allows us to operate as an enterprise-class solution delivery company.

HTC Global Services has a client base consisting of several Global 2000 organizations. Our commitment is to provide solutions that translate into tangible business outcomes for our customers. HTCs Business Partner approach generates high business value for customers and rich dividends to HTC Global services in the form of a continual stream of repeat business.
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HTCs customer-centric approach is further strengthened by our client relationship and account management process to find more ways to delight our key customers and grow market share.

HTCs onsite-offshore delivery model provides significant cost savings. HTC's development centers are assessed at SEI CMM-Level 5, and are also ISO 9001 certified, helping us to continually provide high value, high quality deliverables to our clients, consistently deliver to client expectations, and establish long lasting client relationships. These development canters follow strict security guidelines and are certified under ISO 27001 standards.

HTC was ranked as one of the top five fastest growing private companies in Michigan and consistently appeared on the Inc 500 list of fastest growing companies. Its also recognized as a Detroit future 50 company. A minority owned company.

HTC profile of clients includes fortune 500 companies and government organization all over the US. The design and implementation of HTCs quality management systems is influenced by the environment changes in that environment and the risks associated with that environment.

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CHAPTER -3 ORGANIZATION STRUCTURE AND DESIGN

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President

Executive vice president,operations

Executive vice president

Vice president ,Europe and Asia pacific operations

Vice President, Insurance Services

Vice President/ Practice Leader

Vice President, strategic Account

Director of Finance

Vice President, IT Solutions

Vice President, Human Resource

Vice president, Financial services

Vice president, Governme nt services

Fig:3.1

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HTCs Mission HTC is a global IT solutions and IT enabled service provider adding value to our clients and to our people through emerging technologies and dedicated to the success of our clients, employees, business partners, suppliers community and stakeholders.

HTCs Vision Reaching outThrough IT HTC Values Simplicity Honesty Humanity Truth

HTC Recognitions and certifications Inc.500 Hall of Fame Diversity 100 Business in US Regional Technology Firm of the year by MBDA Michigan Private 100 Company Business Success Celebration award from MEDC neoIT offshore-100 Global Services 100(CMP) Corp Mgazine Business Excellence
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APACC-Salute to Excellence Detroit 200-Crains list 2010 Largest Asian Owned Business.

HTC Customers Ford GM JP MorgannChase WD-Western Digital AIG At & t CEBGAGE Learning Commence Bank ProQuest GMAC Insurabce Mc Grow Hill Best Buy Delphi Canon DHL

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GDC ORGANIZATION CHART

President &Chief executive officer

Vice President Europe & Asia Pacific Operations

Head Recruitment

Head Program Management

Head Training

Head Human Perfomance

Head General Admin & Finanace

Head Testing

Head Testing

Head BPO

Head Tech Doc

Fig: 3.2
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HTCs Business Core competency in the following areas; Organization and method of study. Programming and testing. Training and on-going support. System study, analysis, design and development. System integration and immigration. Project planning, matrices analysis.

HTCs Skilled and dedicated staffs works as; Project Managers Project Leaders Analyst Programmers Database administrators. System administrators. Web Programmers Project Planners. Metrics Analysis. Testing Coordinators. Configuration Controllers.

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Global Development Center (GDC) Services; Software development. Implementation of turnkey projects. Professional Services Staff enhancement Team Staffing Managed Services Project Outsourcing. Selective Outsourcing. Application Projects. Proof of Concept.

HTCs Technology Thrust Areas HTC focus on, E-Business Data Warehousing Customer Relationship Management Enterprise Resource Planning.

Extensive experience in, Mainframe Client/Server Web

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Graphical User Interface Object oriented programming System Design & Programming Relationship Database Management System Distributed Processing Micro to Mainframe connectivity System and Network administration

HTCs cost effective system solutions; Requirement gathering Analysis Design Development Testing Implementation Administration Integration & Testing Training.

World Headquarters 3270 West Big Beavers Road Troy,MI 4808,USA Phone 2487862500 Fax 2487862515 E-mail :contact@htcinc.com
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WEB : www.htcinc.com

Branch offices Global Headquarters in Troy,Michigan Atlanta GA Hartford,CT Chicago,IL Bloomington,IL

Fig: 3.3 Other International Offices UK,Germany,Sharjha, UAE,Singapore,Malaysia,Hong Kong,Shanghai,China,Australia

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4,5000+Employees. Global Delivery Center SDF II,Phase II MPEZ,Tambram Chennai-600 045 India Phone +914422623522 FAX +914422627713

Global Delivery Center 6-3-1192/2/1 Kundan Bagh,Begumpet Hyderabad-500 016 India Phone :+914023410544

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CHAPTER-4 HTC FUNCTIONAL AREAS

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HTC HEAD QUATERS FUNCTIONS

HTC Headquaters

Core functions

Support functions

Sales Marketing Project Management Recruitment Resource Management Employe care

Technology Management Finance and Administration Human Perfomance Strategic Management

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Fig 4.1 HTC GLOBAL DELIVERY CENTER FUNCTIONS

Global Development Center

Core functions
Support functions

Projects
General Administrations System Administration Technical Administration Quality Assurance Training Recruitment Resource Functions Human Perfomaance Project Planning Configuration Management Testing

Fig: 4.2

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HTC Implementation Process Plan

Source

Interview (Interpersonal skills)

Interview(Technical skills)

Interview(Client Specific)

Hard close offer

HTC Orientation

Client Orientation

Fig: 4.3
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HTC DEPARTMENTS AND FUNCTIONS HTC have different departments classified on the basis of Process and Procedure. These further come under the categories of the following.

A. 1.

Life Cycle Process Project Proposal a. Commercial Proposal preparation. b. Contract preparation procedure. c. Fixed price preparation. d. Proposal decision procedure. e. Proposal review procedure f. Proposal review procedure g. Proposal tracking procedure. h. Request for proposal procedures i. Technical Proposal Procedure. j. Time and Material procedure

2. Project Initiation a. Contract Review b. Project initiation.

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3. Requirement Specification a. Customer requirement specification development procedure.

b. Customer requirement specification review procedure. c. Software requirement specification procedure d. Software requirement specification review procedure. e. System test case procedure. f. System test case review. 4. Design a. Database Design procedure b. Database Design review Procedure. c. Design input analysis procedure. d. Formal design review procedure. e. High level design procedure. f. High level design review procedure. g. Integrated unit test case design review. h. Program specification review procedure. i. Program specification development process. j. Project standard development procedure. k. Technical and Project standard review procedure.

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5. Coding a. Code walk-through procedures b. Coding input-analysis. c. Coding procedure. d. Database administration process e. Development setup procedure. f. Software integration. g. User documentation review. 6 .Testing a. Delivery inspection procedure. b. Testing Procedure.

7. Acceptance a. Acceptance plan review process b .Acceptance planning c. Acceptance testing. d. Replication, Delivery 8. Maintenance

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a. Help desk procedure. b. Maintenance life cycle process c. Maintenance plan procedure. d. Maintenance task tracking procedure.

B. Life Cycle Support process 1. Project Management a. Approval of project Management. b. Estimation Activity. c. Phase closure/Internal review. d. Project Administration. e. Project Analyst Activity. f. Project Control Activity. g. Project Meetings Activity. h. Project Planning & Tracking Action i. Quality Assurance facilitation Activity. j. Quality Assurance review and project management. 2. Configuration Management

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a. Archival Management b. Change control Procedure. c. Change in Procedure. d. Check out procedure. e. CM plan review procedure. f. Configuration audit process g. Configuration Management. h. Deployment procedure. i. Maintenance Configuration. j. Maintaining Traceability Management. 3. Metrics a. Change Summary. b. Defect containment Efficiency. c. Defect Detention Distribution. d. Defect Injection Distribution. e. Defect Injection Rate. f. Defect Summary. g. Delivered Quality.

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h. Earned Value Graph i. Effort Distribution. j. Establishing Project Metrics. k. In Process Defect removal. l. Ishikawa Diagram. m. Non Conformance analysis. n. Organization Metrics Analysis o. Pareto Analysis. p. Percentage change request. q. Productivity Analysis. r. Quality cost Analysis. s. Requirement Stability Analysis. t. Review Effectiveness. u. Rework ratio Analysis. v. Risk forecasting Index analysis. w. Schedule and Effort Summary. x. Time card.

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4. Transition Management a. Core transition team identification process. b. Employee transition Procedure. c. Knowledge confirmation consolidation & Self-assessment procedure. d. Knowledge transfer & transition procedure. e. Mentors and Mentees identification Procedure. f. Transition Initiation procedure. g. Transition Planning & Tracking Procedure. 5. Department Process a. Database Administration 1. Application Server Installation/Configuration Procedure. 2. Coordination with other department and project. 3. Creating Project Dump Procedure 4. Installation creation Refresh of new database. 5. Maintenance and Monitoring of Database backup and application server.

6. Research and development on new oracle. 7. Restoration Procedure

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8. Software Database Tools/Installation on client machines 9. Technical Discussion Support 10. Turning Trouble Shooting & General Technical Support. b. Human Performance 1. Blossoms Newsletter. 2. Business Communication Procedure. 3. Exit Interview Procedure. 4. Family meets Procedure. 5. HR Strategy Procedure. 6. Induction procedure for HP 7. Resource Feedback Procedure. b. Coordinate quality audits. 1. Coordination of process engineering activities. 2. Management Review Procedure. 3. PEG Review Procedure. 4. Pilot Run Procedure. 5. Process Analysis-GAP coverage. 6. Process Asset Identification Procedure.

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7. Process Asset Library Maintenance Procedure. 8. Process Development Procedure. 9. QMS Process Review and Approval Procedure. 10. QMS Suggestion Procedure. 11. Quality Department plans c. Equivalation Procedure 1. Requirement gathering & Processing Procedure. d . Human Resource allocation Procedure 1. Induction procedure 2. Resume writing procedure 3. Skilled resume maintenance e. Antivirus Effectiveness tracking Procedure 1. Back up & Restore plan Procedure 2. WSUS Path testing and deployment procedure. f. Contest Specification Procedure 1. Contest Specification Review Procedure. 2. Documentation Plan procedure. 3. Documentation Plan review procedure

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4. Estimation procedure 5. User Documentation development Procedure. 6. User Documentation Editorial Review Procedure. 7. User Documentation Lang Procedure. 8. User Documentation Functional Procedure g. Conducting Training 1. Maintaining Course Kit Procedure 2. Preparing & Maintaining Training Department Plan.

C. Department Process

Head Configuration Management

Configuration Controller

Department Controlors

Fig:4.4
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1. Configuration Management It consists of a set of activities performed to identify and organize software components and related documentation and to control their identification. The collection of informations inorder to perform the above mentioned activities also included.

2. Database Administration Major responsibility of the DB admin is to ensure that all database servers are up and running. They do installation and periodic upgrades o software making database available for various department and reducing redundancy.

Head DataBase Administration

Database Administation

Department Co-ordinator

Fig:4.5

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3. Directors office Directors make strategic business decisions. They are responsible for short term & long term policies and business objectives & strategies. 4. eBAP Department
Head of the department

Project Manager/Devel opment manager

Development team

RAD Team

Testing team

Production Support

Fig:4.6 eBAP consist of asset of activities performed to develop and deliver the quality software product/project to its customer. 5. General administration

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Head General Administration

Travel administration manager

Managers administration

Executive/ Junior Executive

Senior Administrator Executive

House Keeping

Front Office Assistant

Maintanance Staff

Office assistant general

Admin Executive

Fig:4.7 This department offers services like travel , food and other office works like faxing printing and other security and maintenance works. The Director take care of these following departments.

6. ADMINISTRATION AND FINANCE CONTROL

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Finance Controller

Finance account group

BPO group

Payroll Group

Senior executive ITES

Senior Executive Manager

Senior executive /Manager

senior executive/Manag er

Executive /Junior Executive

Executive/Junior Executive

Fig:4.8 1. Human performance Process

Head of Human performance

Business Communication Specialist

Human perfomance coordinator

Human perfomance Coordinator

Fig:4.9

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2. They familiarize the new employee with the organization structure, business, and goods organization culture. Give an orientation make them aware of the organization. 7. Java Department Java department consist of a set of activities which is performed to develop and deliver the quality software products/projects to its customers. It improves the development process, ensures that the software work products are following QMS and improve software quality.

Head of the Departmen t Developme nt manager/D epartment coordinator

Developer

PMG

Quality

Testing

Training

HR

Marketi ng

Systems

Fig:4.10

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8. Mainframe Department
Head of Projects Onsite coordinato r

Project manager Developm ent Manager

Developer

Trainer

Fig:4.11 Java development consists of as set of activities which is performed to develop and deliver the quality software projects to its customers. 9. Microsoft group

Group head

Development manager

Group coordinator

Developer

Fig:4.12 Microsoft groups activity is to develop projects and products. This includes planning and coding. This group is also involved in the estimation for project
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proposals, preparation and review of training materials, independent code review, research and development. 10. Oracle Department

Head of the department

coordinator

Development Manager

Team Leader

Developer

Trainer

Fig:4.13 Oracle department consists of activities performed to develop and deliver the quality software products/project to its customers. They improve the development process through their different processes and increase productivity and skill level of the individual.

11. PMG Department process Its key activity planning and tracking, this involves planning, effort estimations, and preparation of status report, phase closure and customer communication.

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Head of planning(US&Row)

Project Manager

Project Planner

Fig:4.14 12.Quality Assurance This ensures quality in all the levels and implementing it.

Head of quality assurance

Software quality analyst

Process Engineer

Metrices analyst

Department coordinator

Fig:4.15

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13. RADQ Department process Project design and testing issues, Quality manual system requirement analysis and design .These functions are carried out by the RADQ department.

Department Head

Department coordinator

RADQ Lead

Designer

Tester

Fig:4.16 14. Resource Management Short listing the candidates. The resource management department caters to the human resource requirement of projects and departments request for human resource is tracked in resource management requirement tracker. The resource manager checks for internal resource availabity and resources. If there are no internal resources, the RMD department manager arises a request to the recruitment department.

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15. System Administration Antivirus effectiveness tracking, data backup and recovery plan are the main functions of the system administration department. Since the data is the heart of the enterprise its crucial for us to protect it. Therefore implement a data backup and recovery plan is essential. This will help to protect against accidental loss of user data. HTC uses daily backup plan as well as full back up of data. 16. Technical Department Project system requirement specification based training and the documentation planning are the main functions.

Head-Technical Documentation

ManagerTechnical documentation

Team Leader

Technical Communicator/D ocumentation Specialist

Fig:4.17
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17. Training Department Training department provides a customized training programme. Self-renewal training is available for the employees. The programmes are focused on communication skills, team building, and stress management.etc. There are mainly two types of training programmes been arranged for a new joiniee.Programs for managers in effective leadership also available.

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CHAPTER-5 HTC POLICIES AND PROCEDURES

59

HTC People Development Activities

Independ ent Enterpre neaur Network er Generaist

Technica l Expert

Fig:5.1 In order to transform the employees there are different programs been conducted. 2. 3. a. b. Institutionalization of self-introspection & self renewal. Leadership Development Transforming managers into leaders Develop ability to influence, inspire and achieve results through team

members 4. Every manger in the company will have only one focus that to help our team

to be successful. HTC Employee Engagement Activities 3. Encouraging creativity IDEAS-Innovative Discussion with Enthusiasm and Adventurous

Spirit.(Reaching out to the future) 4. Quarterly Newsletter

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 5. 6.

Blossoms. Reflections. Annual Games and Sports Annual Cultural Events.

Employee Retention HTCS Employee Retention rate has been consistently higher than the industry average over the past several years: Clear and shared vision & Values. State of the art technology, equipment & processes. Open work culture. Well-defined commitment to the success of its people. Growth orientated training and development programs. Challenging job prospects with attractive compensation. Stability through long term engagements and projects. Opportunity for growth within the company. Awards and Recognitions.
Tangible Benfits

People Involvement

People Development

Fig:5.2

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HTC Employee care-Training

Induction

Soft Skills

Project Management

HTC Employeee Training Programme Technology Specific Quality Management

Domain specific

Security Practices

Fig:5.3

HTC Policies and Procedures HTC Quality Policy Deliver products, services and solutions right the first time, every time. Fulfill the requirements of our internal and external customers.

Deploy innovative process by leveraging emerging technology 1. General Policies Work hours, Attendance & Leave Incentives and Allowances General Policies- Benefits
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i. Statutory Benefits 1. Provident Fund 2. Employee state Insurance Scheme. 3. Gratuity ii. Other Benefits 1. Medical Reimbursement 2. LTA iii. Group Medical Insurance iv. Personal Accident Insurance Policy. v. HTC Group Medical Insurance Calm Procedure Health and related expenses been take cared by the company when produces the documents. The company is tied up with the TTK Healthcare. 2. General Policies-Attire Monday to Thursday Male Employees has to wear western formula wear. Female Employees has to wear salwar/Churidar/Sarees with corporate appeal. 3. Web Mail Access All on site employees will be given a web mail access to their HTC mail. HTC Delivery or Account Manager may be contacted to avail this facility.
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they

4. General Policies Time Sheet

Check with your account regarding time sheet submission. Non Disclosure Agreement Non Disclosure agreement

All employees must sign the Non-Disclosure Agreement (NDA) Performance Review

Performance review/appraisals are done in January and July of each year. Associates whose performances review fall due between November and April will be appraised in January. Associates whose performance review fall due between May and October will be appraised in July. 5. Corporate Salary Accounting Bank accounts RBS/Axis Bank. 6. Grievance Redressal HTC strives to bring about harmonious between coworkers and clients since we recognize that this is important to the success of the business. However grievances may occur which have to be handled carefully to ensure a peaceful and satisfying work environment.

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In case of any grievances contact the Account or Delivery Manager who will redress the grievance at the earliest. If this is against any instruction by the client you need to carry out the instruction before the grievance is resolved. Any issue pertaining to communication, understanding or rapport building with the client, technical or non technical or anything internal to the HTC or the client must be addressed to and resolved by the HTC Delivery or Account Manager. Any discussion or confrontation with the client must be avoided. 7. Non-Compete Undertaking The employee will not engage in any activity in any capacity which is in competition to the business of the company. The employee will not undertake any remunerative activity or be employed part time or otherwise with any client or associate of HTC directly or indirectly without the written of HTC because this will be detrimental to HTCs future business. 8. Work hours, Attendance & Leave Casual Leave 6 Days/Year Cannot be accumulated Cannot combined with PL or SL Sick Leave 6 Days/Year Medical certificate for SL over 2days Cannot be accumulated Fig:5.1 In both the cases prior approval of the reporting superior at the client location must be obtained. The Accountant Manger or Delivery Manager must be kept informed about leave approvals and other details via email.
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As both CL and SL are calculated as per the calendar year, you will be eligible for these on pro-rata basis for the remaining months.

9. Maternity Leave 12 weeks, not more than six weeks o precede the expected date of pregnancy. Can avail one month additional leave without pay. A letter to be submitted to the HOD.Those covered under ESI would come under ESI Act provisions. 10.Absence from duty Will be liable for loss of pay If it exceeds eight consecutive days the employee will be considered to have abandoned employment without notice Appropriate action would be initiated as per the letter of appointment. 11.Release from client Assignment On completion of the client assignment/project or honorary release the employee shall report to the Resource Management at GDC Chennai. There are some duties to completed before the release like, Time Sheets duly filled and approved. Snapshots of approved timesheet o be sent to the Account Manager, HTC

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Exit formalities to be completed t the client location and copy submitted to RM department. Getting the sign off/release document or mail from the client is the employee responsibility. This has to be submitted at the time of reporting to RMD at Chennai. 12.Grievances and Redressal HTC works towards providing a hassle free working environment for all its employees. However sometimes grievances may occur which the organization ensures to resolve effectively. Employee can register their complaints in the complaint register available with the General Administration Department.

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CHAPTER-6 SWOT ANALYSIS

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SWOT ANALYSIS OF HTC GLOBAL SERVICE STRENGTHS Unique methods of global deployment and delivery. o HTC works with the best of the breed alliance partners to deliver business solutions that meet the business challenges of customers. High quality and cost effective services. o Its been companys core competency factor for a decade, because of its upgraded and cost efficient technologies. i.e.; cloud computing

Consistent growth, fortune 500 list for several years. o It shows the consistent growth and revolutions through which it has gone through.

CMMI level 5, other quality certifications too. o When the model is applied to an existing organization's softwaredevelopment processes, it allows an effective approach toward improving further Competitive work force. o Highly skilled, Experienced, Diverse and Loyal workforce always an advantage to the organization.

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WEAKNESESS Lack of focus in domestic market. o Reduces risk. It doesnt guarantee success Limited growth in IT sector. o The more focus on IT enabled services may kill the business itself. Because steady and continuous focus is needed in IT. Not a pay master. o Though they capable of producing satisfied employees sometime they fail to perform it in the incredible way, so they often fail to attract clients and employees by their salary packages Lack of strong marketing. o Strong marketing strategies are not in play. Therefore more often people confuse with their core functional areas. Less opportunity for freshers. o They fond of experienced employee rather than a fresher. Resistance to change is not a doubt OPPORTUNITIES The growth rate of Indian IT industry. IT sector growing and provide more hope One of the best and largest IT enables service providers. Role of worlds largest IT enabled services provider Experienced and loyal workforce.

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 Diverse, Loyal and Strong workforce is always an advantage to the organization Favourable environment. As IT sector is booming in India, its an add on advantage for the company too Largest Outsourcing firm. As a global outsourcing leader, they play a great role and got lot more opportunity THREATS Recession in US and Europe o Which will slowdown the economy growth and will have an adverse effect on IT firms since most of the companies are US and Europe Dynamic changes in technology becoming a costly affair o Technology changes play a big game in business. Because technology always give a competitive advantage. So latest technology becomes a necessity Availability of labours for IT enabled services is too hard. o Getting labours for IT enabled services is difficult. Because of the low wages and tiring work schedule. Strong Competition, since many players exist in the same field. o There are many players in the same sector. So have to run hard for sustaining in the list. Competitors like computer corporation, International business machines corporation and HP enterprise servicesetc
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CHAPTER-7 FINDINGS AND SUGGESTIONS

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Findings and Suggestions

Could sense importance of the communication skills. Without proper Communication the survival in the corporate world is very not easy.

Could understand the importance of being professional and Systematic so that it would be easy to perform better.

Was able to figure out the importance of maintenance of network Among the other people in the industry to know various opportunities available in the industry.

Came to know how important it is to keep us equipped and educated with the frequent changes and developments that take place in the various fields of the organization, through which the productivity of the organization can be increased.

The survival in any field is considered to be an easy job if one is clear with the fundamental of that field. So I understood that I must keep myself strong enough with the fundamentals.

Was given a chance to analyse myself in terms of the skill sets that I possess and how far it has to be improved.
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Understood that how important is to be open to challenges and Tackle any kind of situation. Learnt how I have to behave among the colleagues, the way in which Communication has to be made with the higher officials.

Could understand the difference between the theoretical and Practical functioning of the department.

Last but not the least I came to know that one must always have the Passion and interest and must thrive to know more and more about the field only then they can improve themselves and survive in this Corporate world.

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CHAPTER-8 CONCLUSION & BIBLIOGRAPHY

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CONCLUSION

The intention behind this project was to get better idea about the organization, its different department. Responsibilities of key personnel and its competitive performance with respect to operational parameters. The company trying its level best to maintain its consistency, quality and services. Project helps the organization to know the departmental details and it would help the organization to respond with improvement in product quality, performance level, etc. It can also be used as the wanted improvements of company's product and services. Effective and efficient steps shall be taken to achieve and maintain good reputation to the organization. The activities of the plant office and all other departments are functioning at the impressive standards for achieving the organizational objectives. The commitment and efficiency of the employee helped HTC in capturing highly competitive market. Wide range of products and service enables the Organization to get a prominent place among the corporate entities. HTC helped me to know more about the recruitment and the onboarding process, as they gave a chance to be a part of their team. A real life experience which was enough for figuring out the structure and functioning of the organization.

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Bibliography www.htcinc.com Quality Manual Annual Reports. Newsletter(HTC global)

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