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GAUHATI UNIVERSITY

A Training Report submitted in partial fulfillment of the requirements for the award of

the Degree of the Masters of Business Administration (Industry Integrated), Gauhati

University on

RECRUITMENT AND SELECTION PROCESS FOR THE BPO

SECTOR IN

KAIZEN KONSULTANCY

Under Organization Guidance Of: Under institution guidance

Of: Mr.Prashil Rawat Ms.Geetanjali Chawla

Manager Partner M.Com.,M.Phil.,UGC-

NET,P.hd(Purs)

NDIMS, New Delhi

Prepared and Submitted by:

MANDAKINI SUNDRIYAL

G.U. Registration No. 3299

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STUDENT’S DECLARATION

I hereby declare that the Training Report conducted at

KAIZEN KONSULTANCY, NEW DELHI

Under the guidance of

Ms. GeetanjaliChawla

Submitted in partial fulfillment of the requirements for the

Degree of

MASTER OF BUSINESS ADMINISTRATION

(Industry integrated)

TO

GAUHATI UNIVERSITY, GAUHATI

Is my original work and same has not been submitted for the award of any other

degree/diploma

Fellowship or other similar titles or prizes.

Mandakini Sundriyal

Place: NEW DELHI Reg.No.-3299

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Certificate

This is to certify that Mandakini Sundriyal, a student of the Gauhati University has

prepared her Training Report entitled Recruitment and Selection Process for Bpo

sector under my guidance. She has fulfilled all requirements under the regulations of

the MBA (IIP) Gauhati University, leading to the MBA (IIP) degree. This work is the

result of her own investigation and the project; neither as a whole nor any part of it

was submitted to any other University or Educational Institution for any research or

diploma.I wish her all success in life.

Ms. GeetanjaliChawla.

M.Com.,M.Phil.,UGC-NET,P.hd(Purs)

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ACKNOWLEDGEMENT

I take this opportunity to thank Kaizen Konsultancy for giving me the opportunity to

work for this project and I would like to express my sincere thanks to,Mr. Prashil

Rawat and Mr Robin (managing partners) who helped, inspired and mentored me and

without his help this project report would not have taken its current shape. Under his

brilliant untiring guidance I could complete the project being undertaken on the

“Recruitment and Selection Process for Kaizen” successfully in time. Her meticulous

attention and invaluable suggestions have helped me in simplifying the problem

involved in the work. I would also like to thank the overwhelming support of all the

people who gave me an opportunity to learn and gain knowledge about the various

aspects of the industry.

I once again express our heartfelt in debtness to all-aforesaid. Any omission or

error in acknowledgment is inadvertent. For such oversights and lapses, we tender

unconditional apology.

MANDAKINI SUNDRIYAL

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CHAPTER 1- INTRODUCTION

1.1 General Introduction about the sector.

1.2 Industry Profile.

a. Origin and development of the industry.

b. Growth and presentation status of the industry.

c. Future of the industry.

CHAPTER 2-PROFILE OF THE ORGANISATION

2.1 Origin of the Organization.

2.2 Growth and Development of the Organization.

2.3 Present status of the Organization.

2.4 Functional Departments of the Organization.

2.5 Organization structure and Organization chart.

2.6 Product and Service profile of the Organization Competitors.

2.7 Market Profile of the Organization.

CHAPTER 3-DISCUSSION ON TRAINING

3.1 Student's work profile (Role and responsibilities).

3.2 Description of live experiences.

CHAPTER 4-STUDY OF RESEARCH PROBLEM

4.1 Statement of research problem.

4.2 Statement of research objectives.

4.3 Research design and methodology.

CHAPTER 5-ANALYSIS

5.1 Analysis of data

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5.2 Summary of findings

CHAPTER 6- SUMMARY AND CONCLUSIONS

6.1 Summary of Learning Experience.

6.2 Conclusions and Recommendations.

BIBLIOGRAPHY

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INTRODUCTION

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1.1GENERAL INTRODUCTION ABOUT THE SECTOR
Business process outsourcing (BPO) is a broad term referring to

outsourcing in all fields. A BPO differentiates itself by either putting

in new technology or applying existing technology in a new way to

improve a process. Business Process Outsourcing (BPO) is the

delegation of one or more IT-intensive business processes to an

external provider that in turn owns, administers and manages the

selected process based on defined and measurable performance

criteria. Business Process Outsourcing (BPO) is one of the fastest

growing segments of the Information Technology Enabled

Services (ITES) industry.

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

• Factor Cost Advantage

• Economy of Scale

• Business Risk Mitigation

• Superior Competency

• Utilization Improvement

Generally outsourcing can be defined as - An organization entering

into a contract with another organization to operate and manage

one or more of its business processes.

EVOLUTION OF BPO

Outsourcing is not new - it has been a popular management tool for

decade. One can safely say outsourcing has evolved:

• 1960's - time-sharing

• 1970's - parts of IT operations

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• 1980's - entire IT operations

• 1990's - alliances/tie-ups

• 2000's - IT-enabled services

DIFFERENT TYPES OF SERVICES BEING OFFERED BY BPO

1. Customer Support Services

The customer service offerings create a virtual customer service

center to manage customer concerns and queries through multiple

channels including voice, e-mail and chat on a 24/7 and 365 days

basis.

Service Example: Customers calling to check on their order status,

customers calling to check for information on products and services,

customers calling to verify their account status, customers calling to

check their reservation status etc.

2.Technical Support Services

The technical support offerings include round-the-clock technical

support and problem resolution for OEM customers and computer

hardware, software, peripherals and Internet infrastructure

manufacturing companies. These include installation and product

support, up & running support, troubleshooting and Usage support.

Service Example: Customers calling to resolve a problem with their

home PC, customers calling to understand how to dial up to their

ISP, customers calling with a problem with their software or

hardware.

3.Telemarketing Services

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The telesales and telemarketing outsourcing services target

interaction with potential

customers for 'prospecting' like either for generating interest in

products and services, or to up-sell / promte and cross sell to an

existing customer base or to complete the sales process online.

Service Example: Outbound calling to sell wireless services for a

telecom provider, outbound calling to retail households to sell leisure

holidays, outbound calling to existing customers to sell a new rate

card for a mobile service provider or outbound calling to sell credit

or debit cards etc.

4.Employee IT Help-desk Services

The employee IT help-desk services provide technical problem

resolution and support for corporate employees.

Service Example: of this service include level 1 and 2 multi-channel

support across a wide range of shrink wrapped and LOB applications,

system problem resolutions related to desktop, notebooks, OS,

connectivity etc., office productivity tools support including browsers

and mail, new service requests, IT operational issues, product usage

queries, routing specific requests to designated contacts and remote

diagnostics etc

5.Insurance Processing

The insurance processing services provide specialized solutions to

the insurance sector and support critical business processes

applicable to the industry right from new business acquisition to

policy maintenance to claims processing.

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Service Example:

New Business / Promotion: Inbound/outbound sales, Initial Setup,

Case Management, Underwriting, Risk assessment, Policy issuance

etcPolicy Maintenance / Management: Record Changes like Name,

Beneficiary, Nominee, Address; Collateral verification, Surrender

Audits Accounts Receivable, Accounting, Claim Overpayment,

Customer care service via voice/email etc.

6.Data Entry Services / Data Processing Services

Service Example:

o Data entry from Paper/Books with highest accuracy and fast turn

around time

o Data entry from Image file in any format

o Business Transaction Data entry like sales / purchase / payroll.

o Data entry of E-Books / Electronic Books

o Data Entry : Yellow Pages / White Pages Keying

o Data Entry and compilation from Web site

o Data Capture / Collection

o Business Card Data Entry into any Format

7.Data Conversion Services

Service Example:

o Conversion of data across various databases on different platforms

o Data Conversion via Input / Output for various media.

o Data Conversion for databases, word processors, spreadsheets,

and many other standard and custom-made software packages as

per requirement.

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o Conversion from Page maker to PDF format.

o Conversion from Ms-Word to HTML format

o Conversion from Text to Word Perfect.

o Conversion from Text to Word to HTML and Acrobat

o E-Book Conversion etc.

8.Book Keeping and Accounting Services

Service Example:

o General Ledger

o Accounts Receivables and Accounts Payable

oFinancial Statements

o Bank Reconciliation

o Assets / Equipment Ledgers etc.

9.Form Processing Services:

Service Example:

o Insurance claim form

o Medical Form / Medical billing

o Online Form Processing

o Payrol Processing etc.

FUNCTIONS OF HUMAN RESOURCE MANAGEMENT

Human Resource Management or HRM refers to manpower

management within an organization. The value of human assets

within various departments, need to keep appreciating for the

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company to profit from the potential of employee skills and

experience. There are two main functions of human resource managers. They are:-

Managerial function:

• Planning

• Organizing

• Directing

• Controlling

Operative functions:-

• Procurement functions- job analysis, HR planning, recruitment, selection,

placement, induction, internal mobility.

 Development- training, executive development, career planning, HR

development.

 Motivation and compensation- job design, work scheduling, job evaluation,

performance appraisal, compensation administration, incentive benefits

 Maintenance- health and safety, employee welfare, social security measures.

 Integration functions- discipline, teams and team work, employee participation,

industrial relations.

 Emerging issues- personal records, HR audit, HR research, HR accounting,

stress counseling, international.

It is well known that consultants play an important role in the industry as well as in

the economic development of the country. The organization whether in government

sector or in the private sector rely on external constants for various IT services such as

project feasibility studies, detailed design, detail project report, procurement, quality

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control, construction supervision, commissioning, strategy formulation, business

reengineering, corporate restructuring, bid documents and a variety of other services

which a project or client may requires.

All the services are rendered in different sectors of consultancy to public and private

sector enterprises.Consultant’s role extends from conceptualization to realization of

projects.consultant brings expertise and knowledge and guides the owner /client for

smooth execution of project.

Therefore,it is imperative to treat a consultant differently vis-à-vis the contractor.

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Fig . showing different work of HRM

JOB DESCRIPTION

Job descriptions clearly identify and spell out the responsibilities of a specific job. Job

descriptions also include information about working conditions, tools, equipment

used, knowledge and skills needed, and relationships with other positions. Job

descriptions are written statements that describe the:

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• duties,

• responsibilities,

• most important contributions and outcomes needed from a position,

• required qualifications of candidates, and

• reporting relationship and coworkers of a particular job.

JOB SPECIFICATION

Derived from job analysis, it is a statement of employee characteristics and

qualifications required for satisfactory performance of defined duties and tasks

comprisingaspecific job or function.

JOB DESIGN

It is the division of the total task to be performed into the manageable and efficient

units-positions, departments and division and to provide for their proper integration.

Through job design, organizations try to raise productivity levels by offering non-

monetary rewards such as greater satisfaction from a sense of personal achievement in

meeting the increased challenge and responsibility of one's work. Job enlargement, job

enrichment, job rotation, and job simplification are the various techniques used in a

job design exercise.

JOB ANALYSIS

A job analysis is the process used to collect information about the duties,

responsibilities,necessary skills, outcomes, and work environment of a particular job.

You need as much data as possible to put together a job description, which is the

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frequent outcome of the job analysis. Additional outcomes include recruiting plans,

position postings and advertisements, and performance development planning within

your performance management system.

PURPOSE AND USES OF JOB ANALYSIS

1. Purpose of job analysis in Recruitment and Selection:

Job analysis is very important for contents as:

• Job duties that should be included in advertisements of vacant positions;

• Appropriate salary level for the position to help determine what salary should be

offered to a candidate;

• Minimum requirements (education and/or experience) for screening applicants;

• Interview questions;

• Selection tests/instruments (e.g., written tests; oral tests; job simulations);

• Applicant appraisal/evaluation forms;

• Orientation materials for applicants/new hires

2. Purpose of job analysis in Job evaluation

• Judges relative worth of jobs in an organization

• Sets fair compensation rates

3. Purpose of job analysis in Job design

• Reduce personnel costs, streamline work processes,

• Increase productivity and employee empowerment,

• Enhance job satisfaction and provide greater scheduling flexibility for the employee.

• Simplify job with too many disparate activities

• Identifies what must be performed, how it will be performed, where it is to be

performed and who will perform it.

4. Purpose of job analysis in Compensation and Benefits:

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Job Analysis can be used in compensation to identify or determine:

• Skill levels

• Compensation job factors

• Work environment (e.g., hazards; attention; physical effort)

• Responsibilities (e.g., fiscal; supervisory)

5. Importance of job analysis in Performance Appraisal:

Job Analysis can be used in performance review to identify or develop:

• Goals and objectives

• Performance standards

• Evaluation criteria

• Length of probationary periods

• Duties to be evaluated

6. Importance of job analysis in Training and development:

Job Analysis can be used in training needs assessment to identify or develop:

• Training content

• Assessment tests to measure effectiveness of training

• Equipment to be used in delivering the training

• Methods of training (i.e., small group, computer-based, video, classroom…)

7. Importance of job analysis in Compliance with labor law:

• Identify requirements in compliance with labor law.

• Compliance with Civil Rights Legislation in US.

• EEO (Equal Employment Opportunity) compliance in US

• Required level of education (indirectly related to salary level

8. Job analysis increases productivity

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How a job analysis increases productivity?

• Job analysis can use methods of time and motion study or micro-motion analysis in

order to time and motion for job.

• Job analysis also identify performance criteria so that it promote worker for best

performance.

HUMAN RESOURCE PLANNING

Human resources planning refers to classic HR administrative functions, and the

evaluation and identification of human resources requirements for meeting

organizational goals. It also requires an assessment of the availability of the qualified

resources that will be needed. Human resources planning should be a key component

of nearly every corporation’s strategic business planning. To ensure their competitive

advantage in the marketplace, organizations must implement innovative strategies that

are designed to enhance their employee retention rate and recruit fresh talent into their

companies.

ADVANTAGE OF HUMAN RESOURCE PLANNING

a) Human resource planning is necessary of all organization .The cooperate pal of

the organization regarding expansion, diversification, technological change, should be

backed up by the availability of human resources. It suggests modification in the plan

when the expected manpower is not available.

b) It offsets uncertainty and change. Sometime the organization may have machines

and money but not men and consequently the production cannot be started. It offsets

such uncertainly and changes to the maximum possible and enables the society to have

right men at right time and in the right place.

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c) It provides scope for advancement and development of employees through

training, development etc.

d) It helps to satisfy the individual needs of the employees for the promotions

transfers, salary enhancement, better benefits etc.

e) It helps in anticipating the cost of salary, benefits and all the cost of human

resources facilitating the formulation of budgets in a society.

PROCESS OF HUMAN RESOURCE PLANNING

The process has gained importance in India with the increase in size of business

enterprise, complex production technology and the adaptation of professional

management technique. It may be rightly regarded as a multistep process including

issues such as

1. Deciding goals or objectives

2. Estimating future organization structure and manpower

requirements.

3. Auditing human resource

4. Planning job requirements and job descriptions.

5. Developing human resource plan.

RECRUITMENT AND SELECTION

Recruitment:

Recruitment is defined as, “a process to discover the sources of manpower to meet the

requirements of the staffing schedule and to employ effective measures for attracting

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that manpower in adequate numbers to facilitate effective selection of an efficient

workforce.” Edwin B. Flippo defined recruitment as “the process of searching for

prospective employees and stimulating them to apply for jobs in the organization.” In

simple words recruitment can be defined as a ‘linking function’-joining together those

with jobs to fill and those seeking jobs.

Purpose and Importance of recruitment

The general purpose of recruitment is to provide a pool of potentially

qualified job candidates. Specifically, the purposes and needs are:

• Determine the present and future requirements of the organization in

conjunction with its personnel-planning and job-analysis activities.

• Increase the pool of job candidates at minimum cost.

• Help increase the success rate of the selection process by reducing

the number of visibly, under qualified or overqualified job applicants.

• Help reduce the probability that job applicants, once recruited and

selected, will leave the organization only after a short period of time.

• Begin identifying and preparing potential job applicants who will be

appropriate candidates.

• Induct outsiders with a new perspective to lead the company.

• Infuse fresh blood at all levels of the organization.

• Develop an organizational culture that attracts competent people to

the company.

• Search for talent globally and not just within the company.

There are two factors governing recruitments. They are:-

External

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• Supply/demand

• Unemployment rate

• Labour market

• Political and social factors

• Sons of soil

• Image

Internal

• Recruitment policy

• Human resource planning

• Size of the firm

• Cost factors

• Growth and expansion

RECRUITMENT PROCESS

The recruitment and selection is the major function of the human resource

department and recruitment process is the first step towards creating the competitive

strength and the recruitment strategic advantage for the organisations. Recruitment

process involves a systematic procedure from sourcing the candidates to arranging

and conducting the interviews and requires many resources and time. A general

recruitment process is as follows:

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• Identifying the vacancy:

The recruitment process begins with the human resource department

receiving requisitions for recruitment from any department of the

company. These contain:

• Posts to be filled

• Number of persons

• Duties to be performed

• Qualifications required

• Preparing the job description and person specification.

• Locating and developing the sources of required number and type of

employees (Advertising etc).

• Short-listing and identifying the prospective employee with required

characteristics.

• Arranging the interviews with the selected candidates.

• Conducting the interview and decision making.

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1. Identify vacancy

2. Prepare job description and person specification

3. Advertising the vacancy

4. Managing the response

5. Short-listing

6. Arrange interviews

7. Conducting interview and decision making

The recruitment process is immediately followed by the selection process i.e. the

final interviews and the decision making, conveying the decision and the

appointment formalities.

SELECTION PROCESS

Employee Selection is the process of putting right men on right job. It is a procedure of

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matching organizational requirements with the skills and qualifications of people.

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 employee

turnover problems. By selecting right candidate for the required job, organization will

also save time and money. Proper screening of candidates takes place during selection

procedure. All the potential candidates who apply for the given job are tested.But

selection must be differentiated from recruitment, though these are two phases of

employment process. Recruitment is considered to be a positive process as it motivates

more of candidates to apply for the job. It creates a pool of applicants. It is just sourcing

of data. While selection is a negative process as the inappropriate candidates are

rejected here. Recruitment precedes selection in staffing process. Selection involves

choosing the best candidate with best abilities, skills and knowledge for the required

job.
The Employee selection Process takes place in following order-

1. Preliminary Interviews- It is used to eliminate those candidates who do not

meet the minimum eligiblity criteria laid down by the organization. The skills,

academic and family background, competencies and interests of the candidate

are examined during preliminary interview. Preliminary interviews are less

formalized and planned than the final interviews. The candidates are given a

brief up about the company and the job profile; and it is also examined how

much the candidate knows about the company. Preliminary interviews are also

called screening interviews.

2. Application blanks- The candidates who clear the preliminary interview are

required to fill application blank. It contains data record of the candidates such

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as details about age, qualifications, reason for leaving previous job, experience,

etc.

3. Written Tests- Various written tests conducted during selection procedure are

aptitude test, intelligence test, reasoning test, personality test, etc. These tests

are used to objectively assess the potential candidate. They should not be

biased.

4. Employment Interviews- It is a one to one interaction between the

interviewer and the potential candidate. It is used to find whether the candidate

is best suited for the required job or not. But such interviews consume time and

money both. Moreover the competencies of the candidate cannot be judged.

Such interviews may be biased at times. Such interviews should be conducted

properly. No distractions should be there in room. There should be an honest

communication between candidate and interviewer.

5. Medical examination- Medical tests are conducted to ensure physical fitness

of the potential employee. It will decrease chances of employee absenteeism.

6. Appointment Letter- A reference check is made about the candidate selected

and then finally he is appointed by giving a formal appointment letter.

1.2 INDUSTRY PROFILE

a.Origin and development of the industry

Outsourcing is one such abstracted term that has, over time, amassed considerable

positive momentum as well as negative baggage. Outsourcing has been around since

the time of the hunters and gatherers. Those who were strong hunters hunted and those

who were strong gatherers gathered. Simply put, the primitive society perhaps

subconsciously recognised the importance of specialisation and outsourced certain

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functions to those who excelled at them or, in economic terms, performed them more

efficiently.

Over a period of time, many started equating outsourcing with specialisation (or

division of labour). Outsourcing is a utilitarian concept used in business and

accounting. From the accounting point of view, it is defined as the transfer of an

internal service function to an outside vendor.Outsourcing was not formally identified

as a business strategy until 1989. However, most organizations were not totally self-

sufficient; they outsourced those functions for which they had no competency

internally. Outsourcing support services is the next stage. In the 1990s, as

organizations began to focus more on cost-saving measures, they started to outsource

those functions necessary to run a company but not related specifically to the core

business. Managers contracted with emerging service companies to deliver

accounting, human resources, data processing, internal mail distribution, security,

plant maintenance, and the like as a matter of "good housekeeping" (Alexander &

Young, 1996). Outsourcing components to effect cost savings in key functions is yet

another stage as managers seeks to improve their finances.Why is it advantageous to

buy services from the outside rather than conduct them from within the company?

The answer to this question, which is clearly outlined, is because the service providers

who specialise in these services have developed efficiencies and learned how to offer

high quality and competitive pricing.Traditionally, companies have outsourced for

tactical reasons - reduce costs, free up cash, obtain resources not available internally,

and improve their performance. Outsourcing some functions can shift costs from fixed

to variable, thus enhancing a company's ability to manage costs more effectively. If a

company is moving into a new arena, outsourcing enables it to add new functions with

minimal impact on internal resources. It is difficult to quarrel with cost savings, and

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the companies that approach outsourcing with careful planning save money. Surveying

30 companies, the Outsourcing Institute found they averaged a 9 percent cost savings

and a 15 percent increase in capacity by outsourcing.

b.Growth and present status of the industry

Growth of BPO Sector in India during the first half of 2007 was showing a moderate

trend of growth which is registered at 14%. Five years ago, the growth in this sector

was quite low due to less contracts but the situation is worse now. However, the

growth of the BPO sector is expected to improve. The BPO and KPO sectors in India

have been showing some positive signs with demands from western countries

increasing manifold due to the availability of cost-effective labor in India, which is

highly skilled and also fluent in English. The BPOs in India are focused on increasing

the growth through change in pricing techniques. Pricing in a BPO is supposed to be

based on the value added to the business. So a remarkable change is in store as the

BPOs in India work towards their full potential.Of course, the big boom in the BPO

industry in 2003 had generated a lot of employment opportunities and continues even

today. Nevertheless, Indian BPO sector is facing competition from countries like

Philippines, Mexico, Malaysia, China, and Canada. The expected growth of this sector

in 2003 was 25%. Nations like the United States and Europe are showing great interest

in increasing their investments in the Indian BPO sector.

The trends in growth of the BPO sector in India are as follows:

• 2003 - USD 2.8 billion

• 2004 - USD 3.9 billion

• 2005 - USD 5.7 billion

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The growth in the BPO sector of India in 2004 was mainly due to the demands from

the two segments . BFSI and telecommunications. There were low telecom costs for

the leased lines and 400 companies were part of the BPO sector of India. The

companies that were involved included third parties, Indian companies, and

multinational corporations. Growth of BPO sector in India has been truly impressive

in recent years, but things can get even better, according to market analysts. India

stands out already as a market leader as far as BPOs are concerned and so India also

attracts huge foreign investments which are extremely essential since the Indian

economy is expected to have an unprecedented growth in the years to come.

c.Future of the industry

From the last two decades Business Process Outsourcing is catering various industries

like Retail, Insurance, Mortgage, Banking and Finance, Healthcare,

Telecommunications, Technology, Travel and Hospitality and more. Companies are

consolidating and standardizing operating processes by outsourcing the business

process to third parties that offer economies and focused management expertise. In the

present scenario many UK and USA based companies are resorting to Asian countries

like India, China, Russia and Philippines to outsource their business processes.

Offshore BPO is predicted to grow at a significant rate per year. BPO within Asia-

Pacific market is expected to display a growth rate of about $18 billion by 2012.

Business Process Outsourcing help companies achieve indomitable position in the

service market and generate high profits by improving their business operations.

Business Process Outsourcing is a tool that allows the companies to survive in the cut

throat competition by retaining their customers and providing high rate of customer

satisfaction. The advancements in technology and infrastructure have made it easier to

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carry out BPO services. Countries offering cost advantage by way of cheap labor

along with skilled workforce are ideal destinations for BPO industry. Future of BPO in

India: Today 55% BPO services are carried out by Indians and the future prospects are

even more promising with increasing number of graduates in the country who are well

versed in English language. People in India have now started looking at BPO jobs as

long term career as it offers fast-track career advancement opportunities. Earlier only

professional degree holders used to get hefty salaries but the advent of BPO has made

graduates to earn well in the service sector. Subsequently India’s economy has got a

hike since the establishment of BPO firms.

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PROFILE OF THE ORGANISATION

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2.1 ORIGIN OF THE ORGANISATION

Kaizen Konsultancy is a new generation –team owned and operated business. It is

establish in 10 july 2008 at Malviya nagar ,New Delhi.Kaizen is a Japanese word

means for improvement. It is a Japanese philosophy that focuses on continuous

improvement throughout all aspects of life. When applied to the workplace, Kaizen

activities continually improve all functions of a business from manufacturing to

management and from the CEO to the assembly line workers. By improving the

standardized activities and processes, Kaizen aims to eliminate waste. Kaizen was first

implemented in several Japanese businesses during the country's recovery after World

War II, including Toyota, and has since spread to businesses throughout the world. So

we at Kaizen Konsultancy strongly believe in this philosophy and keeping Kaizen

theory in our mind we want to serve our clients the best. Kaizen Konsultancy is a

search firm offering end to end, real time, turn-key solutions in Human Resource

Management.

Kaizen Konsultancy Services, founded by a team of HR and software professionals

provide IT and Non-IT manpower consulting services to global market.Kaizen aims at

increasing the productivity of our client by constantly catering to their needs with

atmost precession and professionalism. We nurture rising technologies, offer

architecture alternatives and technology value adds and deliver customized solutions

according to the needs of the client and help clients align their IT systems with

business goals.

We follow the Kaizen model.

It is the tortoise compared to the traditional western management hare. In the west, big

changes equal big results - that’s the mantra that is traditionally chanted in the west.

The result is often a big expenditure of money and time and in the end, the results are

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not that great.

• We rely on long-term, long lasting and non-dramatic changes.

• “Small steps done many times” is the method that we rely on.

In Kaizen model, itis a group effort – everyone is involved and contributing. It

requires a small investment of money, but a large investment in effort, cooperation and

training. If done correctly, the results are often amazing.

We at Kaizen Konsultancy have a commitment to achieve best of best in today’s

enviroment.We adhere towards our business,clients,employees,vendors and soceity at

large with commitment of quality and service.We are driven by a customer-oriented

approach with focus on impeccable standards of operational excellence ,seamless

integration of project aspects and providing tailor-made solutions that meet the clients

needs.We provide professional development opportunities that promote organizational

and individual success.

The Principle

“kaizen” means Continuous improvement. The method is a Team approach,

implemented with utmost sincerity to achieve best result! The concept does not end by

providing services by just assisting to establish a venture or running a business, rather,

by providing long lasting solution!

2.2GROWTH AND DEVELOPMENT OF THE ORGANIZATION

Presently Kaizen Konsultancy is acquiring a good position in the market through its

quality goods and services.This company is approved by ISO and registered in New

Delhi.Kaizen is successful in developing good relationship with other organizations.

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Kaizen generates process-oriented thinking, since processes must be improved before

we get improved results. Kaizen is also people-oriented and is directed at people's

efforts. This contrasts sharply with the result oriented thinking of most Western

managers.

In Japan, the process is considered just as important as the obviously intended result.

In the US, generally speaking, no matter how hard a person works, lack of results will

result in a poor personal rating and lower income or status. The individual's

contribution is valued only for its concrete results.

• Discipline

• Time management

• Skill development

• Participation and involvement

• Morale

• Communication

• Graphic Products can help reach these goals.

Make safety a top priority in the workplace by clearly marking all hazards. or

constant. All systems are subject to deteriorate unless a continuing effort is made to

maintain or improve, as you can see in the figure below. The worst companies are

those that do nothing but maintenance (no internal drive for Kaizen OR innovation).

Improvement by definition is slow, gradual and often invisible with effects that are felt

over the long run.

In a slow-growth economy, Kaizen often has a better payoff than innovation does. For

example: it's difficult to increase sales by 10% but it's not so difficult to cut

manufacturing costs by 10%. However, because Western management is so focused

on the short term and immediate results, often the Kaizen approach is not given the

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opportunity. Western management

philosophy might be that they don't care what one do or how one does it. They want

the results- and they want it instantly. If profit is the only means to measure

performance of top management, then they will be reluctant to initiate improvements

that risk hurting short-term profits, even if the long-term benefits of such change are

obvious.

Kaizen does not call for a large investment to implement it, but it does call for a great

deal of continuous effort and commitment. To implement Kaizen, you need only

simple, conventional techniques. Often, common sense is all that is needed. On the

other hand, innovation usually requires highly sophisticated technology, as well as a

huge investment.

Kaizen is a constant slope, while innovation is a staircase. Often, innovation does not

bring the staircase effect, however, because it lacks the Kaizen strategy to go along

with it. Once a new system has been installed as a result of new innovation, it is

subject to steady deterioration unless continuing efforts are made to first maintain it

and then improve on it. There is no such thing as static.

The benefits of Kaizen are obvious to those who have introduced it. Kaizen leads to

improved quality and greater productivity. Where Kaizen is introduced for the first

time, management may easily see productivity increase by 30 percent, 50 percent and

even 100 percent and more, all without any major capital investments. Kaizen helps

lower the breakeven point. It helps management to become more attentive to customer

needs and build a system that takes customer requirements into account.

The Kaizen strategy strives to give undivided attention to both process and result. It is

the effort that counts when we are talking about process Kaizen requires virtually

everyone's personal efforts and the knowledge that with that effort and time,

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improvements will be made. Management must make a conscious and continuous

effort to support it. It requires a substantial management commitment of time and

effort. Investing in Kaizen means investing people, not capital.

2.3PRESENT STATUS OF THE ORGANISATION

Kaizen can assist any overseas company which is interested in setting up business in

India to comply with certain formalities by setting up a private/public limited

company. Continuous improvement and proper management should develop a system

that rewards the efforts of both workers and managers, and not just the recognition of

results.

Kaizen does not replace or preclude innovation. Rather, the two are complementary.

Ideally, innovation should take off after Kaizen has been exhausted, and Kaizen

should follow as soon as innovation is initiated. Kaizen and innovation are inseparable

ingredients in progress.

The Kaizen concept is valid not only in Japan, but in other countries. All people have

an instinctive desire to improve themselves. Although it is true that cultural factors

affect an individual's behavior, it is also true that the individual's behavior can be

measured and affected through a series of factors or processes. Thus, it is always

possible regardless of the culture, to break behavior down into processes and to

establish control points and check points. This is why such management tools and

decision-making and problem solving have a universal validity.

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2.4FUNCTIONAL DEPARTMENT OF ORGANISATION

Functional departmentsof Kaizen


Konsultancy

marketing
HR dept.
AcoountsDept.
IT Dept.

2.5 ORGANISATION STRUCTURE

VARUN BANSAL
(MANAGING DIRECTOR)

PRASHIL RAWAT
(BUSINESS MANAGER)

AKANSHA
(TEAM LEADER)

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VAISHALI JYOTI MEGHALI MANDAKINI PRIYANKA PRIYA JURISHREE

2.6 MARKET PROFILE OF THE ORGANIZATION

OUR MISSION

We believe that in today’s highly competitive and quality conscious business

environment, organizations need appropriate personnel across various functions in

terms of knowledge, skills and attitude with personality. We assist our clients in their

quest for the right professional talent through out vast and comprehensive databank

and specialized search through head hunting.

To provide our clients with a steady stream of superior talent in the Information

Technology enabled space and in turn becoming a recognized talent search firm with a

brand which epitomizes honesty, integrity and professionalism to all its stakeholders.

OUR VISION

We at Kaizen konsultancy are fully equipped to help organizations focus on the core

area of their business, which demands their creative and management time.

Our Aim at Kaizen is simple; to make recruitment quick, easy and cost effective yet

qualitative. We provide one-stop solutions to recruit the right candidate for your

organization.

OUR STRENGTH

1.Our top consultants and service coordinators respond to every call don’t miss a

single opportunity to serve you

2.We work with experienced and well talented group of professionals who are masters

of their field

3.We provide our customers an easy web interface to directly talk to our

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administration regarding any loops and holes in the products and service

4.Our satisfied customers are the biggest strength and motivation factor for us.

OUR VALUES THAT DRIVE US TO ACHIEVE

• Customer delight to surpass customer expectations consistently.

• Integrity & transparency to be ethical, earnest and unwrap to all our

transactions.

• Leadership by example to set standards through our business and

communication to be an example.

• Fairness to earn trust and respect.

• Excellence to strive persistently,consistently progress in our services and

products to become the best.

OUR COMMITMENT

Kaizen Konsultancy will work in partnership with our customers, employees, and

owners to meet their requirements.

We will not be satisfied with anything less, and we will continually improve our

processes until those requirements are met.

We will achieve these objectives with the highest degree of integrity and

professionalism, and in a manner that will earn the respect of each group to which we

are committed.

COMMITMENT TO CUSTOMERS

Kaizen Konsultancy will understand and conform to our customer’s requirement by

providing defect-free products and services.

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We will provide our customers with products and services that are of highest available

value.

COMMITMENT TO EMPLOYEES

Kaizen konsultancy will provide the employees with a secure, safe, and enjoyable

work environment.

In order to meet commitments to our customers and clients, we require employees

who continually improve their performance levels.To attract and retain caliber

employees, we will offer a competitive compensation and benefits package, including

profit sharing based upon companys profitability and individual incentive

compensation plans based on performances where appropriate.

COMMITMENT TO OWNERS

Kaizen konsultancy will steadily increase pre-tax profits over the long term while

maintaining a reasonable return on investment. We will safeguard the assets of the

assets of the company by exercising a high level of risk control.

OUR CLIENTS INCLUDES

We provide manpower to various service Industries Entry/Middle/Senior level

management, etc. our existing clients consists of

• Genpact

• WNS

• Intelenet global

• Jindal Intellicom

• Exl services

• Aegis BPO

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• Quattro BPO

• Metlife

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DISCUSSION ON TRAINING

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3.1WORK PROFILE (ROLE AND RESPONSIBILITIES)

It give me an honour to work in the Kaizen Konsultancy in which I have being worked

as HR trainee executive. As a trainee, I have been given various task ranges form

business development to candidate selection. As a part of candidate selection process I

worked in a particular framework(mainly for BPO sector) as formulated by the

concerned organization. I used to take help from some websites like naukiri and

monster.com for getting the information of the candidate. I took telephonic interview,

at first ,for checking there communication skills as desired and further call them on for

face to face interviews with the HR of the companies. Under my training period I also

came to know how to handle the candidates and how to deal with the companies to

satify their there demands. I promoted the brand value of the organization through the

regular follow-up of the clients and explained the profile and what did my

organization achieve in past years.

3.2 DESCRIPTION OF LIVE EXPERIENCES

The main experience of this job was –

 Each client is unique and all are not alike in all respects. each individual have a

separate set of personal characteristic.

 Before going in front of the client we must have the detailed knowledge of

product, company profile, market price and competitors.

 In each meeting ,we must have on time.

Finally we have to make the good relation to the company as well as personal

for the good network in the society

From this job I got the experience in the field of recruitment. I was trained to

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under to understand the behaviors of the candidates & other competing firms. I

also got to know about business development and how to generate leads. It

makes me more responsible towards my job. I got some good tips regarding

leadership quality from my senior colleagues. I got to the know about the

pattern of the ITES sector scripts-how they move in correspondence to the

market movement and also the economy.

In BPOs there are two main divisions:

1.Domestic

2.International

Role and responsibilities

 The first task was to understand the various job

profiles for which recruitment is to be done.

 The next step was to explore the various job

portals to search for suitable candidates for the

job profile.

 Once the search criteria were put, candidates go

through a telephonic interview to validate the

information mentioned in their resume.

 A candidates matching the desired profile was

lined for the first round of face to face interview

in their respective cities.

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 Firstly the candidates had filled up the personal

data form (pdf).

 Then the candidates INTERVIEW

EVALUATION SHEET which is provided by

interviewer was crossed checked by the HR

team. If they think that the candidates was good

to hire or not.

 When a candidates clears his first round, he is

then made to take an online aptitude test. We

created the online aptitude test .It is the HR

department, which has the exclusive rights to

assign test, codes to the candidates. Each code

was unique and could be used only once by a

candidates.

 I was involved in assigning codes administering

the test.

 Once the candidate completed his first

assessment, his scores were checked. If he

cleared his cut-off he was given another test.

 I had the responsibility to make sure that

candidates complete all formalities and had to

regularly follow up with them.

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KEY LEARNINGS

• How to use job portals like Naukri, Monster, Timesjob and Shine.

• To establish a match between job description and job specification.

• To communicate a job opening to a candidate in the right way so as to

attract the desired candidate.

• To understand a candidates requirement of the job for a long term or a

short term basis.

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STUDY OF RESEARCH PROBLEM

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4.1 STATEMENT OF RESEARCH PROBLEM

Research is a method through which we get best and suitable suggestion for growth

and development of organization. Our objective is to analyze “comparative study

between Kaizen Konsultancy with other consultancies”. While searching for the

company profile it was hard to get the accurate details, but was possible though the

help of seniors and questioners.

4.2 STATEMENT OF RESEARCH OBJECTIVE

The main aim of research is to find out the truth which is hidden and which has not

been discovered as yet.

1 To study the corporate profile with some light on their future plans.

2 To study in detail about the charges existing in the market.

3 To identify the shortcomings and strength of Kaizen Konsultancy.

4 To conduct an analysis on satisfaction from services of Kaizen Konsultancy.

5 To outline the suggestions for growth and development of company .

6 To know about the effectiveness of employee of Kaizen Konsultancy.

7 To gain the familiarity with the other organization .

8 Area in which our company leads in the market and area where we lack.

4.3 RESEARCH DESIGN AND METHODOLOGY

Collection of data:

1 Primary Sources

2 Secondary Sources

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Primary data

a)Direct observation

b)Questionnaire.

c)Detail given by our senior.

Secondary data
1. Book

2. Magazines

3. Journals

4. Internet

5. Help from seniors.

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ANALYSIS

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5.1 ANALYSIS OF DATA

After the collection of data, it is being analyzed. The responses given by employees

are analyzed in order to present it into meaningful form. Various scales and graphical

representations are being used to present information clearly.

1.COMPARISION BETWEEN COMPANIES (COMPANY


CALLING/DAY)

CompanyCalling
70

60

50

40

30 Company Calling

20

10

0
Kaizen Hr Solution India Placement Solar Hr
Konsultancy

Fig-5.1

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2. DIFFERENCES ON THE BASIS OF PREFERENCES

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Fig:5.2

3.EFFECTIVENESS OF COMPANY CALLING

Fig-5.3

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4.RECRUITMENT / DAY OF DIFFERENT CONSULTANCY

Fig-5.4

5.CHARGES CHARGED BY DIFFERENT COMPANIES FOR SERVICES

Fig.5.5

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6.PERCENTAGE OF RECRUITMENT LEVEL THROUGH KAIZEN
KONSULTANCY

Fig-5.6

5. 2 SUMMARY OF FINDINGS

1. Communication affects the recruitment and selection of an individual .

2 The employees are satisfied with the existing recruitment policy of the

organization.

3 The employees prefer a need of improvement in the process of recruitment in

KAIZEN KONSULTANCY.

4 Most of the employees don’t feel comfortable with the interviewee at the time

of interview.

5 Employees prefer different recruitment policies for different levels in the

organization.

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6 Only e- recruitment is not sufficient and the company should go for walk-ins or

campus recruitments.

7 Most of the employees external source of recruitment .

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SUMMARY AND CONCLUSIONS

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6.1 SUMMARY AND LEARNING EXPERIENCE

1.Taking telephonic interview of the candidates.

2.Collecting evaluation sheets from the candidates for the interview purpose.

3.Giving feedback form to the employees working in a Kaizen Konsultancy

services.

4.Collecting that feedback form from the employees.

5.Analyzing the feed back form.

6.2 CONCLUSION AND RECOMMENDATIONS.

1. Company should take care of the feelings and needs of the employees working in

their organization.

2. Company should arrange different training program for the betterment of both

employees and organization.

3.Training program include improvement of communication skills, nurturing their

individuals talents etc.

4.Company should go for campus recruitment like MBA pass outs etc.

5. There should be time to time variations in the working criteria of the employees so

that a change can maintain their interest in their work and it also avoids boredom

among the employees.

6. Company should conduct a small get-together for the employees at all the levels so

that they can know which people are working at their workplace and it will create a

friendly environment in the organization which will motive the employees to work at

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their best.

7. Company should train their trainees to their best extent.

Source of Data

QUESTIONNAIRE(for canditdate)

a. Name :- …………………………

b. Age:- …………

c. Occupation:- ……………………………

d. Qualification:- ……………………………………..

e. company name:- …………………………................

Q1. Is services of our consultancy effective?

Yes No Sometimes

Q2. Are you aware of “Kaizen Konsultancy Services” in crowd of many consultancy?

Yes No

Q3. You prefer which consultancy more who is specialized in one area or who has

versatile area ?

Specialized Versatile area

Q4. Are you aware of different services provided by the consultancies?

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Yes No A little

Q5. Do you frequently change your job?

Yes No

Q6. Which factor do you consider while selecting a consultancy?

Reputation Service Charges After sales services

Q7. Which Consultancy service satisfy you more?

Kaizen Konsultancy Services

Lakshya

Solar HR

India Placement

Q8. You got frequent call for job from which consultancy?

Kaizen Konsultancy Services

Lakshya

Solar HR

India Placement

Q.9 Does Kaizen Konsultancy assist you in case of any problem faced while working.

Yes No

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QUESTIONNAIRE(for hr in different companies)

a. Name :-

b. Occupation:-

c. Qualification:-

d. company name:-

Q1. Is Consultancy important for the corporate world?

Yes No

Q2. Is services of our consultancy effective?

Yes No Sometimes

Q3. Are you aware of “Kaizen Konsultancy Services” in crowd of many

consultancies?

Yes No

Q4. Do you like the way people talk to you from Kaizen Konsultancy

Services?

Yes No

Q5. Are you aware of different services provided by the consultancies?

Yes No A little

Q6. Do you like the quality provided by our consultancy?

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Yes No

Q7. Which factor do you consider while selecting a consultancy for recruitment?

Reputation Service Charges After sales services

Q8. Which Consultancy?

Kaizen Konsultancy Services

Lakshya

Solar HR

India Placement

Q9. You got frequent call asking for any vacancy from which consultancy?

Kaizen Konsultancy Services

Lakshya

Solar HR

India Placement

Q10. Do you think that service charge is fit for our services?

Yes No

Q11 .Are you satisfied with different categories in which our company deals?

Yes No

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DETAILS OF DATA INTERPRETION THROUGH
QUESTIONAIRE

 70% of person said that consultancy is important while rest did not agree.

 80% of candidate and 90% of employee are satisfied with Kaizen Konsultancy

Services.

 Maximum people said they are aware of Kaizen Konsultancy Services name in

crowd of so many consultancies.

 70% of HR said calling of our company is more effective than other

consultancies.

 Service after recruitment is effective but not up to the mark.

 Our versatile field working attract companies towards our companies.

 Maximum hr is satisfied with the service charge charged by us as many

companies charge more than us.

 Area to be focused more is after recruitment services as many people are not

satisfied with it.

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BIBLOGRAPHY

1. Rao V S P –Human Resource management-Excel Book-Delhi-

(2004-2005)

2. Kothari C.R –(2009)- Research Methodology – New Age

International Publishers-Delhi

3. Ashwathapa K –(2010)-Production And Operation

Management- Himalaya Publication-Delhi

4. http://www.google.com/

5. http://www.bestindiansites.com/

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