Employee Life Cycle Management

Winter internship report by

Mir Mudasir javeed
Roll no. 7839

*CONNEQT BUSINESS SOLUTIONS LTD. FORMALY KNOWN AS TATA BSS LTD

 Winter Internship Report On
Employee Life Cycle Management
FOR

Submitted by:

Mir Mudasir javeed

Under The guidence of

Mr. Sukhwinder Singh(Deputy Manager) of Hrss Depatment

Mrs. Vashudha (Assistant Manager ) of Recruitment Department

Dr. Preeti arora (Class incharge)

A project submitted in partial fulfilment to

BBA
 Declaration

I hereby declaration that the project report title “ Employee Life Cycle Management” is my
original work and has not been published or submitted for any degree, diploma or other similar
titles elsewhere. This has been undertaken for the purpose of partial fulfilment of BBA at
GGDSD kheri Gurna Banur (Punjab).
 ACKNOWLEDGEMENT
My project is on “Employee Life Cycle management” has been a great learning experience. I
was exposed to the different areas of research in understanding the Employee Problems and
Promotion of Employee and joining of employee, Payroll, Insurance of employee in HRS and
Employee Partnership department.

This is acknowledging Dr. Preeti Arora under whose guidance I have been able to successfully
complete this project and effectively come to a very successful conclusion.

A grate share of inputs and data came from Mr. Sukhwinder Singh as a Deputy manager (DM)
(operation) and Mrs Vasudha as Assistant manager (AM) TBSS.

Made this project report possible to its rightful accuracy.

 Summary

As a part of academic requirement and completion of 3rd year of BBA program, I

have been assigned to complete internship report on “Employee Life Cycle
Management”. I have completed my internship in TBSS Mohali, under the
guidance of Dr. Preeti Arora.

“Employee life Cycle Management” is a segment of human resources process; As

such I have Select this topic to make it clear. I have tried my best to go through
their recruitment and Selection process within little tenure of 3 months. The
report starts with a general introduction of “TBSS” as well as its purpose, scope
and limitation. Then this report proceeds to the preliminary talk TBSS. The report
Proceeds with the job part, where the job which is done by me is discussed. After
that I continued on the main focus of the report-“TBSS’s Recruitment, selection,
joining, absconding process describing the different steps of it. The first part is
manpower requisition and each department gives requisition according to its HR
planning to HR Department. TBSS Following steps are arranging written exam;
taking one or more interview, and finally the medical check-up. A detail
elaboration of selection of best candidate has been added in the project part and
the contribution of HR department for selecting the most eligible employees for
TBSS has been highlighted. In this report, some other important topics of their HR
division are also discussed like HR hierarchy, The environment within the
organization and accommodation of a pull of candidates. After completion of this
report it can easily say that efficient, competent and active part in Recruitment,
Selection, joining, absconding process take a company to the peak of the success.
 Introduction of the Project

Human resource management is the integral part of any organization based on the
different policy done by the HR department organization based on the smoothly
functions. Policy Formation is an important function of HR Department for the
proper functioning of any organization.

Human Resource Policies are system of codified decisions, established by an

organization, to support administrative personnel functions, performance
management, Employee relations and resource planning.

Each company has a different set of circumstances and o develops an individual set
of human resource policies.

HR policies allow an organization to be clear with employee on:

 The nature of the organization

 What they should expect from the organization
 What the organization expect from them
 How policies and procedures work
 What is acceptable and unacceptable Behaviour
 The consequences of unacceptable Behaviour

The establishment of policies can help an organization demonstrate, both internally

and externally, that it meets requirements for diversity, ethics and training as well
as its commitments in relation to regulation and corporate governance. For
example, in order to dismiss an employee in accordance with employment law
requirements, amongst other considerations, it will normally be necessary to meet
provisions within employment contracts and collective bargaining agreements. The
establishments of an HR policy which sets our obligations, Standards of behaviour
and documents disciplinary procedures, is now the standard approach to meeting
this obligations. HR policies can also be very effective at supporting and building
the desired organizational culture.
 History Of the Company

The Tata group is one of India oldest, largest, and most respected business
conglomerates. The group business are spread over seven business sectors.

1868: Jamsetji Nusserwanji Tata starts a private trading firm, laying the
foundation of the Tata group.

1874: The central India spinning, weaving and Manufacturing Company is set up,
marking the group entry into textiles and its first large-scale industrial venture.

1902: The Indian Hotel Company is incorporated to set up the Taj Mahal Palace,
India first luxury hotel, which opened in 1903.

1907: The Tata Iron and steel Company (now Tata Steel) is established to set up
India’s first iron and steel plant in Jamshedpur. The plant started production in
1912.

1962: Tata Finlay (renamed to Tata Tea and then to Tata Global Beverages), one
of the largest tea producers, is established. Tata Exports is established. Today the
Company, renamed Tata International, is one of the leading export houses in
India.

1971: Tata Precision Industries, the first Tata Company in Singapore, is founded to
design and manufacture precision engineering products.

1984: The first 500 MW thermal power units at the Trombay Station of the Tata
Electric Companies commissioned.

2000: Tata Tea (now known as Tata Global Beverages) acquires the Tetley group,
UK. This is the first major acquisition brand by an India business group.

2001: Tata AIG- a joint venture between the Tata group and American
International Group Inc (AIG) – marks the Tata re-entry into insurance.

2010: TRF acquires UK-based Hewitt Robins International. New plant for Tata
Nano at Sanand inaugurated. Tata Tea announces joint venture with PepsiCo for
health drinks.
 Board of Directors

Mr. Praveen P Kadle, Chairman

Mr. Praveen P Kadle is the Managing Director & CEO of Tata Capital Limited, a
subsidiary of Tata Sons Limited. Mr. Kadle is a qualified Chartered Accountant,
Cost & Works Accountant and Company Secretary.

Mr. Kadle has been working for the Tata group for the last 19 years. During the
initial 5 years, he was the Chief Financial Officer of Tata’s Joint Venture with IBM
in India. Thereafter, in 1996 he was transferred to Tata Motors Limited as the Vice
President (Finance) and in the year 2001 he was promoted to the Board of Tata
Motors Limited as Executive Director – Finance and Corporate Affairs.

Mr. Kadle has played a major role in the turnaround and growth of Tata Motors.
He was also instrumental in the turnaround and financial restructuring of the
erstwhile Tata Finance Limited. While in Tata Motors, he was also instrumental in
setting up and guiding operations of Tata Technologies and TELCON (a Tata
Motors – Hitachi JV) which have become market leaders in the engineering design
space and in the construction equipment business in India.
Mr. Kadle has received a number of awards in recognition of his outstanding
contribution to Tata Motors Limited, which are: CNBC-TV18, the Country’s best
performing CFO in the Auto & Auto Ancillaries sector for 2006; ‘The Best CFO of
the year 2005’ in India by Business Today; The ‘CFO of the year 2004’ by IMA
(formerly known as Economist Intelligence Unit) and has been recently inducted as
Founding member to the CFO Hall of Fame in India.
 Mr. Srinath Narasimhan, Director
Mr. Srinath Narasimhan is the Managing Director of Tata Teleservices Limited. He
has over 23 years. experience within the Tata Group, having held various positions
in project management, sales and marketing, as well as significant corporate
functions in several Tata companies.
Mr. Srinath holds a degree in Mechanical Engineering from the Indian Institute of
Technology, Chennai and an MBA from the Indian Institute of Management,
Kolkata, specializing in marketing and systems.

Mr. Eruch N Kapadia, Director

Mr. Eruch N. Kapadia, Vice President, Tata Sons Limited, is a Chartered
Accountant and a Cost Accountant. Mr. Eruch has been the Member, Audit
Committee of Tata Business Support Services Limited. Prior to joining Tata Sons,
he was with Tata Chemicals Limited in various capacities for over 18 years.
Mr. Kapadia is on the boards of other Tata Companies.
 Mr. Kuru villa Markose, Director
Mr. Kuru villa, Vice President, Engineering and Chemicals Vertical at Tata
Quality Management Services (TQMS), and is responsible for driving Business
Excellence across the Tata companies.
Mr. Kuru villa is a graduate in Agriculture from the College of Agriculture,
Trivandrum, Kerala and an MBA from the Indian Institute of Foreign Trade, New
Delhi.

Mr. Swami Nathan Dandapani, Independent Director

Mr. Swami Nathan, Executive Chairman, Mani pal Health Enterprises Ltd. He has
served as the Managing Director and Chief Executive Officer of Infosys BPO Ltd.
He has over 35 years of rich and varied experience in General Management, served
as the Head of Global Services Delivery and Senior Vice President at Infosys BPO
Ltd.
Mr. Swami Nathan is a Chartered Account and has immense knowledge and
experience in the Computer Technology Domain.
 Mr. Sumanth Badiga, Independent Director
Mr. Badiga is a professional businessman with extensive international and multi-
cultural experience.
He was associated with American International Group (AIG) for 18 years and has
served as a Director on the Boards of several AIG companies. Mr. Badiga earned
his Masters of Business Administration from University of Rochester, Rochester,
New York, 1992; Bachelors of Business Administration from University of
Hempstead, New York, 1989 and Bachelors of Commerce from Sydenham
College, Mumbai, India, 1988.

Mr. Srinivas Koppolu, Managing Director& Chief Executive Officer

Mr. Srinivas Koppolu, Managing Director & Chief Executive Officer, Tata Business
Support Services has over 24yrs of global experience, working with reputed
information technology companies. Prior to joining Tata BSS, he was Director and
Head of BPO services of Seteria India Ltd. for 5 years.
He holds a B.E degree in Electronics from Osmania University and has a PGDM
from IIM Bangalore.
 MILESTONES

2016

 Collaborated with Ministry of Tourism to launch 24X7 toll-free Infoline in 12 languages to help
tourists in India

2015

 Spread our wings on the global Customer Lifecycle Management sphere with a branch office in
Florida, USA
 Strengthened rural footprints in India by inaugurating BPO Centre in Kakinada & Contact Centre
in Solan
 Merged with E-NXT Financials Ltd. to strengthen BFSI BPO service offerings with feet-on-
street presence in 400+ locations.

2014

 8th rural delivery centre opened in Chhindwara, Madhya Pradesh

 Achieved landmark of over 1 million customer connects everyday
 Delivering services in 25 Indian languages apart from English, German, French and Spanish.

2013

 BPO innovation awards from CMO Asia

 Best employer brand award from CMO Asia
 CSR practices award from CMO Asia

2012

 New centre opened at Devi IT park, Pune

 Multi-level technical support

2011

 Various clients acquired across retail and automobile

 2010

 New centres opened at Noida, Bellary, Kolkata, Shri Rampur, Guwahati & second centre at
Jamshedpur
 3 new clients acquired

2009

 New centres opened at Kukatpally (Hyderabad), Munnar (Kerala), Khopoli (Maharashtra) &
Jamshedpur
 4 new clients acquired

2008

 Mithapur centre came into existence

2007

 Ethakota centre came into existence

2006

 1st international client

2004

 Inception of Tata BSS

 Acquired first client
 Tata BSS ventured its new centre in Kalyani Nagar, Pune
 TATA BUSINESS SUPPORT SERVICES:

Headquartered in Hyderabad, TBSS is among the Largest Third party Outsourced

Customer Services Providers in India, serving domestic as well as International
customers. We are a wholly owned subsidiary of Tata Sons and part of the 142
year old Tata Group. With state-of-the –art facilities across 18 delivery centres in
15 locations able to accommodate nearly 6500 seats, TBSS is among the rapidly
growing contact centres globally. We have the capability to efficiently transition
and manage global customer care and voice processes to integrate into a single
global delivery model. Our ‘End to End’ solution reinforces our commitment to
work with our clients in developing winning strategies through “right-shorting”
and thus providing a high ROI.

We provide value-added contact centre services with a clear focus on quality and
endeavour to be a long term partner addressing all aspects of our clients.

1. For our international clients we provide inbound and outbound service in

English, German, French and Spanish whereas for our domestic clients we
provide Pan India coverage and services to our clients in 14+ regional Indian
languages. These services are rendered through our rural or urban delivery
centres.
2. We provide ‘End to End’ customer care including data warehousing and
analytics focused on building customer loyalty, churn management and
new business development for our clients.
3. We deliver services from both onsite or near shore centres as also form
offshore location, depending on business demand. Our Onshore and Off-
Shore options enable right-shoring through US and/or Indian contact
canters, greater economic flexibility and Tiered Customer Support.
Depending on where you are at the outsourcing stage you can choose to
have an Off-shore, Near-shore or On-shore delivery.
4. We continually innovate with technology, delivery model and labour pools
to reach new price performance point even in the non-arbitrage context.
Infusion of industry best practices, effective change management and
scope for overall process improvements and transformation.
 5. We guarantee excellent standard of services quality in line with the brand
characteristics and the services expectations of our individual clients.
6. We offer various engagement models depending on our client’s needs.
From the highly services oriented clients to the extremely price sensitive
clients, we cater to all.

Our comprehensive framework for quality & productivity enhancement, sound

project management capabilities and scientific training process make us a partner
of choice and we have a proven track record to have serviced large call centre
engagement in India as well as internationally. We currently have a transaction
volume in excess of 150 million per year through our global delivery locations.
Corporate overview.

We have the ability to services multiple clients in different region of the world. In
other words, we are a ‘truly global sourcing partner’ providing a delivery platform
to enable ‘right-shorting’ options for our clients.

We provide ‘End to End’ customer care operation coupled with shared services
for excellent customer experience. A one company to help cross sell/UP sell, Data
Warehousing, Direct Marketing.

Established in 2004, Tata Business Support service is a wholly owned subsidiary of

Tata Sons, the holding company of the Tata Group. It provides voice and non-
voice based business process services from its delivery centre in India and in the
US.

Tata Business Support Services has both onshore and offshore capabilities to
meet specific client requirement. The Company provides voice based inbound and
out bound interactions, as also interaction through email, chat and collaborative
web sessions.
Tata Business Support Services focuses on selected industry segments such as
travel, healthcare, direct, to home entertainment, utilities, telecommunications,
and government-to-citizen initiatives,

The company provide the best of BPO solution by combining cost efficiency with
quality processes, 24*7 operation state of the art infrastructures and a dedicated
team of professionals.
 Client:

1. Indian’s leading Internet Services Provider

2. One of the largest online travel company in the World
3. India’s largest automotive company
4. Two leading Telecom Companies
5. Giant Direct-to-Home television services provider
6. Premier Insurance Services Provider in India
7. World’s leading satellite radio services provide
8. Upcoming brand of a globally renowned hospitality chain
9. World’s largest search engine provider
10. One of the world’s premier engineering solutions providers

We currently handle over 15 million transaction per mouth out of our

world-class canters at Pune, Hyderabad, Mohali, Jamshedpur, Chennai,
Kolkata, Bangalore and 9 Non metro canters in India. TBBS aims at
being a domain leader in the chosen verticals and our key
differentiators are best in class price performance point, global delivery
model on the right-shoring principle, innovating with resource
pools/technology platform and an unflinching focus on quality.
 VISION:

To be an Industry leader in Customer Communication management and a pioneer

in building new operating models for delivery of specialized.
MISSION:

To enhance the outsourcing experience of the organization we serve globally and

to do so ethically and economically
VALUES:

The values we profess guide our way forward in business:

Integrity

We will conduct our business fairly, with honesty and transparency. Everything
we do will stand the test of public scrutiny.

Understanding

We will care, show respect, compassion and humanity for our colleagues &
customers around the world and always work to benefit the communities we
serve.

Excellence

We will constantly strive to achieve the highest possible standards in our day to
day work & in the quality of services we provide.
Unity

We will work collaboratively with our Group, Customers and Partners around the
world to build strong relationships based on tolerance, understanding and mutual
co-operation.
 SEREVICES:

TBBS ‘End to End’ solutions are geared to serve a wide range of industries globally. Our TCO
(Total Cost of Ownership derived solution are designed to deliver the maximum benefits of
outsourcing to our clients.

With a wide range of competencies and delivery models, we are the partner of choice for
companies looking at consolidate operation across geographies. Within the contact center
space, we offer voice, email and chat based solutions offering a standardized operation and a
seamless customer experience for the end users. TBSS has the capability and the experience of
providing on-site, near shore and offshore solution depending on the customer sensitivity and
solution structure offering complete flexibility to our client.

DELIVARY:

Our ‘End Result’ based delivery model reinforces our commitment to excellence in service and
to outperform client expectations. Our client have the option of ‘right-shorting’ and our
delivery model ensures that our client’s outsourcing engagement not only cut costs but also
adds significant value to their existing as well as new customers. Some of the benefits our
clients receive are:

a. Optimize costs without compromising on brand values, quality & control

b. Multiple levels of site redundancy and resilience across our global canters

c. Strategic ‘right shoring’ option for client equips us with the ability to acquire the right blend
of talent and other resources.

d. Efficiently cater to a large customer base through a seamless operation of various processes
across our contact canters.

e. Scale up operation and migrate processes from transition within a short time span.

It is imperative for us to exceed expectations- in areas such as customer delight, brand

recognition, brand loyalty and enhancing business value for our clients.
 Training and development:

TBBS, from its inception, has placed great importance on human resource development and laid
down huge investments in ‘Training’. We provide a centre of excellence for research, learning
and deployment of new tools for employees of various functions. We believe that our people
are biggest asset and their development is imperative. To keep our employees abreast of the
latest development and practices we provide cutting edge training through training programs
supplemented with E-learning where we imbibe the latest technologies used for content
development including Video Leaning. There is a close liaison with the department of quality
and authors to enhance the skills of trainees, based on the recommended areas of
improvement from their learning curve.

Product and Process Training:

All new employees are trained on the product and processes of each line of the client’s
business. We have a modular training program to accommodate training requirements for all
level. All modules are designed to mirror the clients own training program and in a manner to
suit adult learning styles. In addition to this we further provide On the job Training t each
employee. At the end of training we assess the employees on various aspects before final
certification.
 BEHAVIORAL SKILLS TRAINING

Behaviour skills Training focuses on training new hires on call taking to sensitize Intercultural
Business Etiquette.

1. Customer service Etiquette

2. Telephone Etiquette
3. Communication Skills
4. Listening skills
5. Comprehension
6. Global Accents
7. Order Management Flow

Management Development Program

Management Development Program caters to improving the knowledge and skills of our middle
and senior management for effectively responding towards a dynamic business environment
challenges. We create excellent opportunities for growth and development. The MDP is a blend
of conceptual and experiential leaning and encircles various areas such as Team Building.
Leadership Development & Performance Management.

E-Learning

E-learning at TBSS consists of a Content Management System with an Online Database for
collaboration among various locations, function and learning’s. This is done through a
collaborative website which can be directly edited by anyone with access to it, and also provide
an easy method for linking from one page to another. Coupled with this each learner is
thoroughly engaged through our online Exam & Feedback System and their learning’s are
tracked and reported through SAP TEM allowing effective learning to take place throughout the
full life cycle of E-Learning Starting from Pre-Process, Product & Process, soft skills, Tools &
System to shop Floor Training.
 Sap Training and event Management.

IT helps plan and manage pre-process, product & process, soft skills, system and shop floor
training events as well as track them historically through an online database. In additional to
this all training event can be tracked and viewed and employee can nominate for future training
events to enhance existing or acquire new skills. This tool provide reports on all training events
such as Training History & Effectiveness, Training Need Analysis and Critical Skill GAP Analysis

BENEFIT OVERVIEW

We provide excellent compensation package and benefits aligned with the needs of our
employees.

Performance

1. Performance Based Pay- We link a part of the pay to performance, so that everyone has
a chance to maximize their compensation and a reason to contribute their best.
2. Reward & Recognition – At TBSS we have periodic Rewards and recognition program as
well as spot incentives. We acknowledge and felicitate all those who have mad
exceptional contribution.

Health & Well- Being.

1. Medical Insurance- TBSS attempts to ensure the well- being of not only their employees
but also their dependents. Insurance is provide for hospitalization of employees &
employees and dependent family members through ESI or other arrangements.
2. Accidental Insurance – All employees are covered under accidental insurance in
unfortunate circumstances and mishaps that result in disability

Time Away:

1. Paid leaves –All employees of TBSS are eligible for 24 paid leaves per annum.
2. Declared Holidays- TBSS declares nine pre-decided Holidays for all employees
throughout the year so that the employees can celebrate festivals and spend time with
family.
3. Other Leaves- We also provide Maternity & Paternity Leaves.
 Other Benefits:

1. 24*7 cafeteria- provides a wide variety of fresh, hygienic, and reasonably priced food
from coffee Day Express to traditional cuisine, we serve it all.
2. Food coupons- TBSS provides Sodexho meal vouchers to some employees. These are
accepted at the office cafeteria as well as at eating joints and restaurants across the
country.
3. Other facilities- Fun @ work is a belief that prevails across TBSS. All employee have an
opportunity to participate in various events that includes dance & fitness session, talent
clubs and talks on personal/ professional development by eminent speakers across the
industry.

Parentage

The Tata Group comprises of 100 operating companies in seven business sectors. The Tata
Group in one of India’s largest and most respected business conglomerates, with revenues in FY
2009 of $70.8 billion, the equivalent of about 5.3 present of the country’s GDP.

Tata companies together employ some 3,50,000 people. The Tata Group has operation in more
than 80 countries across six continents, and its companies export product and services to 85
countries.

HR Shared Services

The Human Resources function faces the challenge of recruiting, managing, engaging and
retaining the best talent, at the lowest cost to the company. This challenge can get compounded
in a tough economic environment, with the Human Resources function having to fulfil an ever-
expanding gamut of responsibilities with limited manpower.

Additionally, the HR function faces the challenge of adopting new channels – such as social
media & mobile – to handle associates across the employee lifecycle. It is imperative to look to
partner with a service partner who can take on different aspects of the function, in order to let the
HR team focus on strategic HR and building the human currency of the organization.
 At Tata BSS, we have experience in managing a significant volume of resources, bringing
established best practices to different aspects of HR.

Pre-Employment Services

 Sourcing of right candidates for the profile

 Conducting the initial interview of candidates
 Arranging for the candidate’s interview by the client
 Generation of offer letter to candidates per client advice

Post-Employment Services

 Generation of appointment letter

 Verification of credential documents
 Creation of employee code upon joining
 Completion of required joining formalities

Payroll Management

 Attendance data compilation

 Exception management
 Finalization of salary register with client
 Release of bank credit file
 Fund transfer in respective bank accounts
 Reconciliation of salary processed with headcount

Exit Management

 Checking of exit clearance form for completions & acceptance

 Full and Final (F&F) settlement calculation per available records
 Processing with payroll for salary and (F&F) settlement
 Completion of employee separation formalities
 SCOPE OF THE STUDY
The benefits of the study were that it helped me to gain a lot of knowledge and a great
corporate experience. It also provides the opportunity to study and understand the
Recruitment, joining, Selection and absconding process and along with that it gave me the
knowledge of HR Practices being held in TBSS.

The main points of my study are:

1. To suggest any measures for the improvement of the requirement, selection, joining or
absconding process of TBSS.
2. To understand and analyze various HR practices also
3. To suggest any measure for the improvement of the requirement process of TATA
BUSINESS SUPPORT SERVICES.

Objectives of the Study:

Broad Objective:

To know overall about the company and also know each and every parts of the recruitment and
selection process of that company.

Specific Objectives:

1. To focus on major elements of Recruitment and Selection process.

 2. To focus on the process of Recruitment and selecting personals.
3. To focus on the updates and the batter methods of modern technique.

RESEARCH METHODOLOGY
“Research is defined as an enquiry done for new facts in any branch of knowledge. ”The project
is a systematic presentation and conclusion is proposed in the form of recommendations.
Research was carried out to find out how effective the recruitment, selection, joining and
absconding process in TBSS. The methodology which will be used for carrying the report of the
study will be used as follows:

DATA COLLECTION SOURCE

A. Primary Data- The primary information will be collected directly from the HR executive,
operation team and other employee of the organization.

All the sample units will be personally contracted and then conclusion would be made.

B. Secondary Data- The Secondary information was collected from various and some of
them are:
1. By going through various Document review and records
2. Web search.
3. By Studying various Research Papers

RESEARCH DESIGH

Research design is considered as a “blueprint” for research, dealing with at least four problems:
which question to study, which data is relevant, what type of data to collect and how to analyze
the result. A research design is the specification of method and procedures for acquiring the
information needed to solve the problem.
Acc to kerlinger, ”Research design are the plans, structure and strategies of investigations
which seek to obtain answers to various research questions”.

RECRUITMENT AND SELECTION PROCESS OF TBSS.

Recruitment and selection process in TBSS is different from other organization. The
qualification required for the candidates who can apply in TBSS, for Tata sky in-bound, Tata sky
out-bound, Photon, Syndicate Bank, Voltas, the candidate should be 12 th passed out and for
Airtel Process the Candidate must be Graduate or Diploma holder. The requirement is basically
done on the base of good communication skills and if a candidates lack in that and is rejected
due to communication skills than he is offered for SAMBHAVANA training which is held at TBSS
campus. The Sambhavana training is where students are given English communication classes
without any fee taken from them.

Success in business depends on having the right people in the team to see that everything gets
done properly.

Different external sources of requirement:

1. Campus selection
2. Employee Reference
3. Consultancy
4. Direct walk- in
5. Job portals.
6. Others

The ratio of the sources from where the candidates come for interview is: Almost 50% of the
candidates come from Employees reference and Direct walk-in 40% of the candidates comes
from various consultancy’s (Vision, Connectors, Amar it, Pinnacle etc.) and rest 10% from
others.
 SELECTION

Selection is the process of picking individuals with requisite qualification and competence to
fills jobs in the organization. Selection objective consist of evaluation techniques such as
interview, background checks, and competence test. Effective selection can be done only when
there is effective matching. By selecting best candidate for the required job, the organization
will get quality performance of employees. Moreover, organization will face less of absenteeism
and employees turnover problems. By selecting right candidate for right job, the organization
will also save time, money and it would be easy for the organization to reach its goal.

It involves a face-to-face conversation between the employer and the candidate. The way in
which candidate responds to the question is being evaluated in this process.

The Selection process is done through the interview and its objectives are:

1. To find out candidate’s overall suitability for the job.

2. To give an accurate picture of the job and the company.
 The selection Process in TBBS consists of different steps. They are as follow.

1. Application form:
The Candidates who come for the interview are required to fill application form and
attach their resume along with that. Only those candidates can fill up the application
from those who are above 18 years of age. The form contains the records of the
candidates such as their sources, bio-date qualification, and experience if any etc.

2. Screening or Preliminary Interview:

Screening is the process in which those candidates are rejected who do not meet the
minimum eligibility criteria laid down by the organization. The rejection mainly depend
on the communication skills of the candidates and is marked on the scale from poor,
good, moderate, excellent. Through this process the confidence level of the candidates
is also checked.

Screening helps in categorizing that which candidates is eligible for which process on the basis
of communication skills and eligibility.

Preliminary interview are less formalized and planned than the final interview. The candidates
are given a brief description about the company as well as the job profile and it is also
examined that how much the candidate know the company.

3. Typing Test
 Typing Test is the 2nd round of the selection process of TBSS. Typing test is conducted
after the screening of the candidate is done and only those candidates can apply for the
type tests those who cleared the Screening or Preliminary interview. Through this test it
is being measured whether candidates is capable of typing the customer query and
resolution of the query. For clearing the typing test minimum Gross Speed or accuracy is
as follow;

a) Tata sky IB- 20 Speed and 85 Accuracy

b) Tata sky OB-20 Speed and 80 Accuracy
c) Photon-16 Speed and 80 Accuracy
d) Syndicate Bank- 16 Speed and 80 Accuracy
e) Airtel-16 Speed and 80 Accuracy
f) Voltas-16 Speed and 80 Accuracy
g) MEA-16 Speed and 80 Accuracy

4. Aptitude Test:
The 3rd Selection process after the typing test is Aptitude test. Such test are widely used
to measure in an absolute sense the degree of aptitude required for a job. Aptitude
tests have usually the feeling of a test, have exam type option question and strict time
limit is given to the candidates. For all the processes there is different no. of questions
with different passing marks as in:

a) Tata sky IB- 25/50

b) Tata Sky OB-25/50
c) Photon-10/15
d) Syndicate Bank-25/50
e) Airtel-15/30
f) Voltas-15/40
g) MEA-25/50

5. Listening Test:
There is listening test conducted after aptitude test in which a conversation is played
and a set of 5 questions are given. Listening test is given by only those candidate who
are selected for Airtel Process, so as to measure whether he/she is capable of
 understanding the customer query and provide the solution of that query, This process
is also known as vercent round. This process is generally conducted on phone. 5
questions put to the client and after that he/she given marks from 6. If, he/she get 5
marks then he/she is selected for next process.

6. Operations Round:
This round is being taken by the managers of that particular process in which the
candidate is selected after the screening. Because Screening is the process where it is
been decided that which Candidate is suitable for which process. The main purpose of
this round is that finally after all round it’s been decided by the operation managers that
the particular candidate selected fits according his job requirement or not.

7. Client Round:
This round can be given by only those candidate who clear the operation round and it is
held as per the client’s instruction. If this round doesn’t takes place then the candidates
are selected by the operations people.

Those individuals who perform successfully on the employment test and interview and
are not eliminate by development of negative information on either the background
investigation by development or physical examination are now considered to be eligible
to receive an offer of employment. A reference check is made about the candidate
selected and then finally he/she is appointed by giving a formal appointment letter.
 JOINING REPORT
There are various steps involved in the joining process. These steps are as follows:

1. The record of the offered candidate is maintained by the HR department and the details
are tracked in the software called “SAP”, “SAP” is an ER software where it stand for
system application and Product in data processing. The Applicant and Position ID’s of
the offered candidates are done in SAP. In SAP the details of the candidates are tracked.
The rejected candidates are tracked in excel so as to save time.

2. Some important document are required in the joining process. They are as follow.

a. 10th and 12th original and photocopy are compulsory and if the has more
qualification he has to get those document also. For airtel process the candidate
must have their Degree. If airtel candidates have not their all DMCs or Degree then
They were rejected at the time of Joining. At the time of joining the airtel
Candidates have to make 2 set of their degree. In first they have to attach their all
document like, 10th,12th, graduation degree and All DMCs including all ID Proofs and
in 2nd set they have to attach all DMCs and degree of their Highest qualification.
This process is only for airtel candidates.

b. Photo ID proof is also required such as passport, license and voter card.

c. 8 passport size photographs with blue background are also required.

3. If the candidate is carrying all the document then their joining documents are filled and
photocopy of their documents are taken along with the photographs.
After completing of their document are taken along with the photographs.
After completing the joining process of the offered candidates then from the next day
onwards there is one month training given to them. The main purpose of 1 month
training is to tell them about the product and services. During the training process the
 candidates are not given salary for the 1st month but the stipend is given to them during
that duration and from the 2nd month they get their salaries. The stipend given to the
candidates varies process wise.

After the selection of the candidate on the joining day. Then the candidate gone through
training for one or two months. On the next day of the joining The HRSS team start creating
Employer IDs of the candidates who got selected in the process. The Employer IDs were created
on the SAP, which is only provided to the HRSS team. After creating Employer IDs the selecting
Employer are aligned to the various Trainers. After that, The HRSS team make ID card for the
employer. Without ID card Employer cant entered in the TBSS. The HRSS team send request to
the BMSS, which make temporary card for the employers.

There is also one more part of HR in TBSS, Which is called “EP”. EP is known as Employer
Partner. EP help employer to share their problems which they face in the TBSS. EP help
employees in solving their problems. If the Employer are not performing good or doing any
mischief thing in the TBSS then the trainer send the Employer to the EP team and they take
various kind of action against to the employe, they issue them UAT, warning letters, abscond
them etc
 Separation Policy
Employee separation Is one of the very important and crucial function of HR department. This process, if
not handled in an efficient manner, can lead to various legal complications.

An employee works for an employer and gets paid for his work and nothing else. The relation of an
employer and employee has a begging. They stay together for a while and then they separate. Beginning
of the relation is called as recruitment process that passes through selection phase and followed by
induction. Staying together in the relation comprises the various phase such as performance
management, carer management, professional growth, development and etc. and the final stage of
relation is separation.

Types of Separation.

1) Resignation

This is the common way of separation. Employee leaves his job and employment with his employer to
pursue better opportunities, a better position at a better compensation package in a branded company
in a same city and country or in a different city or different country. So employee resign for

 Better compensation
 Higher position
 Challenging role
 To move from unknown or lowly branded company to highly branded and reputed company
 For foreign or international assignments.

2) Termination

Usually, this process is perceived negatively by employees. There can be many reasons for an employer
to terminate the contract of employment but some of the common reasons are:

 Non performance
 Indiscipline
 Misconduct
 In-subordination
  Theft & etc.

3) Absconding:

This is one of the most unethical, unexpected and unprofessional way to terminate the contract of an
employment in this, on one fine day employer decides not to go to work.

He does not care too hand over his stuff. In case an employer decides to abscond (or run away),it
become very impotent too understand his motivates his motivates and intentions.

Employees can abscond in either or all of the below mentioned circumstances/situations:

1. after stealing the confidential information or documents or database from the company.

2. If the intention of an individual is to commit a crime.

3. If there is a work-pressure and stress and the individual is not able to cope p with it.

4. If the employer has committed any crime outside the office and after working hours.

5. Then, when priorities are different, employer has asked for leave due to some emergency
at his home and at the same time his team also needs him in the office and his leaves are not approved.

6.if he got some exceptionally good opportunity that requires him to join immediately and he feels that
the process of separation in his company is a bit too complicated .he assumes few things and do not
really try to face the challenges.

7. Lastly, it is the personality issue. Employer that got absconded has different personalities. They are
low in confidence. They are too weak to face the reality and challenges of life. They feel that running
away from the problem is as good as solving the problem. They are cowards to take the problem head-
on.
 Separation policy of TBSS
1. Objective: the objective of the policy is to lay the rules for separation of employees from
organization.

2. Scope: all employees intending to separate, whether voluntarily or involuntarily, from the
services of the Tata business support services Ltd.

3. Process: process type of separations:

1) Voluntary separation
 Resignation
 Absconding
 Retirement
2) Non-voluntary separation
 Due to non-performance
 Consequent to disciplinary action having been initiated.
 Voluntary separation
1) Resignation
 Employees may voluntarily resign from employment after giving the stipulated notice of
the company.
 The resignation shall not tack effect unless it acceptance in writing is communicating to
the employee concerned.
 Employee is entitled to tack his/her privilege leaves during his/her notice period but
only with the approval of his review.
 At the request of the employee, TBSS in its discretion may offset the working notice
period against earned leave, If due to the employee.
 An employee who resigns for the services of TBSS may repay all loans availed of from
TBSS not later than the date on which his/her resignation takes effect.

a) Separation on account of non- performance

Separation on account of non-performance will be undertaken when an employee is unable to
perform as per the process/requirements.

All separation on account of non-performance will be handled in accordance with the defined
guidelines.

An employee being separated on account of non-performance is asked to resign and relieving

letter is issued to him/her.

b) Separation consequent to disciplinary action:

Separation consequent to disciplinary action having being initiated, will be undertaken when
there is conflict between TBSS and the individual on the grounds of valid fact and reason.

An employee who found to have committed an offence involved a moral turpitude or any act
subversive of good conduct and discipline like in subordination, corruption, fraud, forgery ,
misappropriate, commission of any prejudicial to or in conflict with the interest of TBSS, will be
liable to suffer any lesser punishment, TBSS at its discretion may impose or to be dismissed
without notice, if his/her explanation is not found to be satisfactory and convincing.
 All separation will be handled in accordance with defined guidelines with the prior approval of
the location HR head and process head for grade 1 & 2. For grades 3 and above approval will be
sought by HR head and function head.

c) Separation due to abscond form work or due to unscheduled absenteeism:

An employee is considered to be absconding if he/she is absent from work continually
for a period of 3 days without prior permission from his/her supervisor.

A warning letter is send to the employee at his/her recorded address after the 3rd day of
absence from work.

If the employee doesn’t return to work within 10 days, the process confirms separation
to HR and on the discretion of the process head, the employee is taken back on work.

If the process head is not willing to take the employee back into the process due to
unavailability of the open positions. HR attempt to redeploy the employee in another
process depending on availability.

2) Retirement
The age of retirement will be 58 years.

The employee will undergo with exit process and complete the no due clearance and
exit questionnaire.

For grade 3 and above, Where superannuation is applicable, employee to submit the
Superannuation from/PF Forms one month prior to the date of retirement.

3) No due clearance, issue of relieving letter and final settlement:

The employee shall be required to submit a no due clearance and employee exit
questionnaire in order to be formality relieved.

The relieving letter and certificate of employment would be issued to the employee
on his/her last working day.

The relieving letter and certificate of employment shall be on the company letter
head and be signed by an authorized person as designed in the chart of authority.
3. Employee counselling for non- voluntary separation
Any employee counselling procedure is intended to deal with performance, employee
attendance, conduct and similar problem.
A. Counseling for non- performance
Specific incident of non-performance of an employee have to be documented.

Prior to taking decision to termination, an employee has to be given appropriate

and timely feedback which has to be document.

Manager should be present for formal counseling sessions and ensure discussion
on reason of non-performance.

Follow-up dates may be established to review progress on the performance

correction plan.

The employees should be warned that failure to improve my lead to termination

of services. In such cases warning letter can be issued to the employee.

After probation period if employee does not show any improvement, manager
extended probation period of employee by 3 months to monitor employee
performance.

All feedback obtaining employee and supervisor’s signature.

B. Counseling for disciplinary issues:

An employee guilty of committing an offence, is issued a written show cause

notice and a formal explanation in writing is expected from the employee.

The employee should be warned that failure to improve may lead to further
disciplinary action

I required a warning letter should be issued to the employee.

 All document should be place in the personnel file of the employee.

Full Final Settlement:

A.) The full and final settlement will be done within a month of the employee
completing no due clearance process.

B.) Closing the exit formalities will be responsibility of the individual.

C.) The 16A would be made available to employee in the month of June every
year.

CONCLUSION:

Every organization has different organization structure on the basis of which is different from
other organization. In this particular teamwork employee’s participation, innovation and
creativity are encouraged to great extent. Managing attrition does not mean reducing attrition
only. It should also mean bringing down the negative effects of attrition and increasing the
positive effects of attrition. To increase the positive effects of attrition and to reduce the negative
effects, appropriate retention and capacity utilization or talent utilization tactics should be used.
The mission objective and goals are also clear, tested. Above all, in this organization, top priority
is given to the right work in right time.

LIMITATIONS:
The main limitation is to collection of information. They don’t want to disclose the information
because most the information is confidential.
 RECOMMENDATION
1. The recruitment and Selection Procedure should not be lengthy and time consuming.
2. Evaluation should be done on fairly basis.
3. Fresher and experienced candidates should be treated equally
4. Methods used for selection of candidates should be done carefully and systematically.
5. The Recruitment and Selection through consultancies should be utilized only at that
point of time when required as if it’s only used at that point of time when required as if
it’s only used at that point of time then it will reduce the cost of the company.
6. The attainment of goals and objective of any organization depends on the type and the
quality of its manpower. To have right type of candidates at right job and at the right
time, the recruitment and selection procedure should be fair and impartial.
7. During the time of joining the candidate must given time to submit their documents.
8. The EP team must listen, the candidates problems carefully and solve them
9. The process of Absconding should be changed in the TBSS.
10. After the full and final, the salary credited to the candidates account after 60 days,
which is long period of time. It should be minimised.
 REFRENCES AND BIBLIOGRAPHY:
Aswathappa K. (2016). Human Resource Management, Published by Tata
McGraw Hill, seventh Edition.
Gupta, C.B. (2015) ‘Human Resource Management’ New Delhi sultan Chand and
sons.
History of the company/2017/retrieved 15th May,2017 from
https://www.tata-bss.com
Introduction of the project/2017/retrieved 15th May,2017 from
https://www.google.com

Kothari, C.R. (2017) “Research Methodology: Methods and Techniques”, Revised

second edition, New Age International Publisher.