Airtel most innovative in HR

RAJIV RAGHUNATH

Early this year, premier cellular service provider Bharti Cellular,operating under the brand-name
of Airtel, was adjudged the `Company with theMost Innovative HR Practices in the Asia Pacific
Region' at the Asia PacificHRD conclave held in Mumbai. Anil Nayar, executive director of the
firm,says the award is the culmination of concentrated efforts in HRD, whichAirtel initiated in
1996.
``We did the job quietly. And at every moment of truth, we checked if ourteam had the right
attitude to realise the vision statement of thecompany,'' says Nayar.
During the learning phase, the most important part Airtel general manager(HR) Arun Kumar
Padhi had to play was to actually check if ``people enjoyedtheir roles''. ``We didn't want anyone
to treat his position as a mere job.Now when we look back, it emerges that we had undertaken
strong team-building activities,'' says Pasha.
Airtel decided to go in for a very young team. The average age is just 26years. Nayarit believes
this has helped the HR department to mould the young entrants to the company. ``But having
decided to take in relatively lessexperienced professionals, we did not want to curb their
creativity orinteraction,'' says he.
The senior management was advised to walk the talk and ``invite criticismfrom the employees''.
``Initially, the younger professionals werecircumspect about airing their views. But with better
interaction with thesenior managers, they began to play a more pro-active role in team-
buildingefforts,'' he says.
Airtel's HR success was powered by a well defined rewards and recognitionsystem. This was
backed by a strong training programme. ``Unlike most otherorganisations, we let our employees
decide their training needs. And if theindividual does not know what his training needs are, then
we don't needhim,'' says Nayar.
To encourage learning within the organisation, the company has set up astate-of-the-art learning
centre. Here, employees can get logged on tocustomised training programmes developed by
British Telecom (BT). Though thematerial is transmitted through the Internet, Pasha says that
they are notaccessible to anybody outside the organisation as the access is protected.Airtel also
seeks to certify every employee on quality and IT. ``To be aheadin the business, we need to train,
develop and re-certify our employees on acontinuous basis,'' he says.
Over the years, it is the HR steering committee (HRSC) of the company thathas acted as the
fulcrum of the HRD efforts in the organisation. HRSCconsists of the CEO, the COO and all
other functional heads. The committeemeets once a week to discuss various initiatives and the
plan of action onthe same.
To carry forward these plans, the entire organisation is measured on fiveperformance parameters:
profitability, market share, brand saliency,customer satisfaction, and employee satisfaction.
Further, each employee isgiven individual targets that are linked to these five parameters.
Eventually, there are the performance-related bonuses that set the tone forthese activities. Pasha
informs us that 60 per cent of the employees are ona variable pay structure, and that explains the
success Airtel has had inbusiness and HRD.
Padhi's team also conducts an internal employee satisfaction survey calledPACE (Progressive
Assessment of Culture and Environment), the inputs ofwhich go into the company's annual
strategy.
``Measurement is indeed a key driver of business within Airtel. A philosophyof constant
monitoring has been established. `Measurement Boards' for everydepartment are prominently
displayed where the performance indicators of thesame are displayed graphically,'' says Pasha.
``We believe that an individual can be effective if he knows what isexpected of him. Formal job
description documents have been issued to allour employees that clearly mention the `key result
areas'. This goal settinghas helped us in communicating to each of our employees about
ourexperiences from them, and established role clarity,'' he adds.
The HR department also sets up cross-functional teams in times of product orservice launches.
``Such teams typically constitute high performers fromeach department, who collectively make it
happen,'' says Pasha.
Some of the other key HR initiatives include the managers' communicationforum, open house,
family group meetings, HR interface and HR intranet. Toexplain them, the managers'
communication forum, undertaken once a quarter,facilitates direct interaction of the employees
with the top management.``They get to discuss issues relating to the performance of the
previousquarter, directions for the next quarter, an update on the regulatoryenvironment and the
key initiatives for the period,'' says Nayar.
The `open house' conducted between the departments and HR takes up individual grievances. In
the case of family group meetings, each HODconducts meetings with his direct reportees once a
month, wherein issuesother than those related to work are discussed.
To further HR interface, every member of the HR department has been assignedtwo departments
each to discuss and sort out all HR, personnel andadministration issues. ``The idea is to provide
employees with a singlewindow to the department,'' Pasha explains.
The HR Intranet provides information on HR policies, organisationalstructure, training calender
and the house journal.
With these initiatives, Nayar says, ``Airtel has won a special place in theBharti group. The
quality of service and customer care is a reflection ofthe quality of people and our belief in
constant improvement andupgradation.''
On the business side, Airtel has won the Techies award for three consecutiveyears in 1997, 1998
and 1999. The HR award will galvanise the company totouch even greater heights.
Resource Management
Talent Acquisition
Employee Engagement and Development
Attrition Management
Employee Service Assurance

Talent Acquistion
Building supply chain of talented workforce
 In-sourcing large number of employees with Airtel’s channel partners and associates
Establishing and implementing objective recruitment tools such as conducting on-line tests
based on psychometric profile, aptitude and skills assessment
Conducting competency mapping of every role holder

Employee Engagement and Development

Offering ‘Study while Work’ programmes
Setting benchmarks in employee reward and recognition
Implementing employee friendly HR policies
Interacting with employees through open houses, employee forums and helplines etc.
Developing role competency matrix

Developing robust communication vehicles

Managing employees lifecycle

Attrition Management
Following a multi pronged approach to address high attrition rates
Developing a strong ‘Bharti Airtel Services’ community
Defining a clear growth path for all employees
Creating a uniform frontline Sales/ Service Management structure
Creating and implementing effective processes to enhance productivity

Employee Service Assurance

Educating employees on organisation’s HR policies and processes
Complying with statutory regulations and company policies
Standardising hygiene factors across various role holders
Conducting employee satisfaction surveys periodically for taking corrective actions
Partner polcy

Airtel would strive to conduct its business in a manner that reflects its vision and brand essence.
As the sourcing base expands, Airtel will only do business with partners who are committed to a
long term relationship focusing on mutual growth and trust. All Partners are responsible for
making sure that Airtel's vision and brand essence is adhered to when subcontracting any portion
of their obligations. Partners are individually responsible for ensuring that their employees
understand Airtel's vision and brand essence.
 Regulatory Compliance
All Partners of Airtel must operate within the bounds of all applicable laws. They must also
adhere to the governing standards of the country and international countries in which they
conduct business. If at anytime a Partner ceases to meet any statutory and/or other requirement of
the country in which they are doing business, Airtel reserves the right to immediately cancel all
its outstanding orders with that Partner as well as terminate its agreement with the Partner.
 Corporate Citizenship
Airtel believes in Corporate Citizenship. Airtel is committed to protecting the environment
wherever it does business. As a responsible corporate citizen we will favor those Partners who
share our commitment to the community and the environment, as well as those who conform to
all local requirements regarding environmental codes and guidelines.
 Corporate Citizenship
All potential partners are required to undergo the registration process to be considered for
business with Airtel. On successful completion, the partner would be added to Airtel's Supplier
Base and a registration code would be provided. Only registered partners would be considered
for new business opportunities. The registration code would be rendered inactive for partners not
meeting the requirements of the registration process. Once deactivated, partners would be
required to go through the registration process again.
 Number of Partners and Business Share
All partners working with Airtel would have a unique partner code and would be applicable for
all their business units globally. Airtel would have a maximum of 6 to 8 partners registered for
any product or service. RFP would be released to registered partners only.
Airtel at any point of time would release a contract to a maximum of 3 partners for a product or
service with a business share split of 60%, 30% and 10%. Incase 2 partners are contracted; the
business share split would be 67% and 33%. Business share would be primarily based on partner
performance score card. Airtel would provide higher business share for partners who help it to
improve its technology, competitiveness and customer delight. In case where all criteria are
similar the decision would be based on the partner's dependence on Airtel. Any deviation would
be approved at a level higher as per DOA. Single partner for a product or service would be
approved through a specific DOA.
 Reciprocity
Airtel's goal is to buy products and services which have the best prices, quality, delivery, and
technology. Airtel encourages partners to use its products for their telecom requirements and
would prefer partners endorsing Bharti Airtel products where all criteria requirements are being
met.
 Code of Ethics
Airtel expects the highest standards of integrity and conduct from its partners.
No gifts (other than advertising matter of modest values such as calendars and diaries), or favors
should be offered to an employee of Airtel or to friends or family of employees. Partners are
expected to familiarize themselves with the Airtel Code of Conduct which is available in the
Partner Manual or on request, in order to avoid any ambiguity in this regard.
 Contracting
Supply Chain is solely responsible for selecting partners, obtaining quotations and awarding
purchase orders/contracts for products, equipment, software and/or services. Direct discussions
between the requesting organization and partner shall be coordinated by the Supply Chain
Department. Airtel will issue a purchase order / contract for all products and/or services to all
partners. Work should not begin until a formal purchase order/contract is received. Partner
performing a service or supplying products without the proper authorization would do so at its
own cost and risk.
 Confidentiality
Airtel will treat information received from Partners in a responsible fashion, and expects Partners
to treat information received from Airtel in the same manner. Partners should not disclose Bharti
Airtel as a customer, documentation received from Bharti Airtel or release information about
relationships with Bharti Airtel without written consent (should such disclosures be legally
required, Bharti Airtel will not unreasonably withhold that permission, which must be obtained
in advance and in writing).
 Partner Satisfaction
Airtel would conduct an annual partner satisfaction survey and use it as an important tool to
continuously improve and further develop its internal and external processes with partners. In
order to obtain an unbiased feedback, the survey would be conducted by an independent external
agency.
 Partner Awards
Airtel recognizes consistent performance of its partners annually by presenting performance
awards. The awards would be primarily based on the partner performance score card. Awards
would be announced and presented during the partners meets. Consistent & good performers
would also be entitled to better share of business and other benefits, as would be announced from
time to time by Bharti Airtel.
 Partner Disengagement
Airtel reserves the right to cancel all orders and/or contracts with a partner in cases where there
is an unethical practice used, code of conduct violation, partner bankruptcy or insolvency,
ownership transfer and/or any other reason deemed fit for disengagement. Airtel would follow a
structured approach for disengagement to ensure the smooth transitioning where separation
becomes inevitable.
 Partner Grievance
Airtel's Partner grievance process ensures a Partner's ability to access Airtel's corporate
assurance group and leadership to address concerns, grievances, or complaints relating to the
contracting award process for products or services, or in general.
• A Partner who believes that a contract award decision was not determined appropriately
must file a written grievance using the Partner Grievance form stating facts and concerns.
The completed form must be sent via e-mail to central.scm@airtel.in
• A Partner who has a general concern, grievance, or complaint must file a written
grievance using the Partner Grievance form stating facts and concerns. The completed
form must be sent to the supplier Ombudsperson at Airtel via e-mail
Ombudsperson@airtel.in
 Partner Manual
Airtel releases a Partner Manual outlining the partner engagement processes. All partners are
required to obtain a copy of the manual from Airtel's supply chain team and have it understood
by all employees interacting with the Airtel organization.
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ntegrity and Ethics

The partners will conduct all its dealings in a very ethical manner and with the
highest business standards.

All partners with a bussiness relationship with Bharti Airtel shall comply with the
highest level of integrity and ethical practices.

The partners will provide all possible assistance to Bharti Airtel in order to
investigate any possible instances of unethical behavior or business conduct
violations by its employee. Partner will disclose forthwith any breach of these
provisions that comes to their knowledge to allow for timely action in their
prevention and detection.

Partners will adopt appropriate processes to prevent offering any illegal

gratification in the form of bribes or kickbacks either in cash or in kind in the
course of all dealings with us. Any instances of such violations will be viewed in a
serious manner and Bharti Airtel reserves the right to take all appropriate actions or
remedies as may be required under the circumstances.

All partners are required to confirm their compliance to ethical dealings on an

annual basis by signing a certificate to this effect as per Bharti Airtel's standard
annual certificate.

Any ethical or integrity issues observed or encountered while dealing with Bharti
Airtel shall be bought to the notice of Bharti Airtel’s senior management or the
Head of Internal Audit immediately.

Environment, health and safety

Suppliers dealing with Bharti Airtel shall comply and adhere to all laws, regulations
and guidelines on environment, health and safety.

Suppliers will ensure that all new service offerings as well as new product designs
are in compliance with the relevant environmental regulation and guidelines, at the
time of implementation at Bharti Airtel.

Protection of Intellectual Property

 The Partner:
shall comply with the guidelines for use of the trademarks and trade names
notified by the Company (including but not limited to 'Bharti' and 'Airtel') and
shall not use the Company trademarks and trade names without the prior
written consent of the Company.
shall, under no circumstances, advertise or use Bharti Airtel's name to market
its own product or associate its company with Bharti Airtel. If a partner spots
any counterfeit or infringing Company product/service, the partner shall
immediately notify Bharti Airtel.
shall not reproduce, in whole or in substantial part, any copyrighted work in
hard copies, prints, video or electronic copies in violation of the copyright
laws including the Bharti Airtel's Partner Manual.
Bharti Airtel's intellectual property also resides in trade secrets or know-hows.
Trade secrets are technical, commercial or other information unknown to the
public, which can bring economic benefits to its owner. Documents that contain
trade secrets and available to the Partner shall be safeguarded and not shared by the
Partner with any third party without prior written consent of Bharti Airtel.

Domestic and international trade controls

Suppliers shall understand and follow applicable domestic and international trade
control and customs laws and regulations, including, but not limited to those relating
to licensing, shipping and import documentation and reporting and record retention
requirements.

Conflict of Interest

Suppliers will ensure they do not engage in any personal dealings with Bharti
employees, especially those that they interact with on Bharti business matters.

Employess
Overview

We believe that one of the most important drivers of growth and success for any organization is
its people. At Bharti Airtel, our ‘Mantra’ for employee delight focuses on 5 Ps – People, Pride,
Passion, Processes and Performance.

Bharti Airtel has been recognized among the Best Employers in the Country for two successive
years – being 14th in 2003 & jumping ahead of several other large conglomerates to an enviable
position of the 2nd Best Employer in the Country in 2004. This is a clear demonstration &
acknowledgement of the robust, progressive, people as well as business aligned Human Resource
practices, which the organization has developed and implemented remarkably in a very short
span of time.

Bharti Airtel follows an “open door policy” to approach the management, which helps resolve
issues with mutual agreements. We encourage people to stand up against any unfair treatment for
which we have the Office of the Ombudsman, where employees can raise any issues regarding
business and workplace conduct. Bharti ensures transparency through the various
communication policies, strategies and plans. . Regular Employee Communication Forums
provides a platform for the employees to raise issues that require resolution.

Our leaders strongly believe in facilitating and initiating activities that help employees manage
their health and well-being. Our focus always remains to redefine leadership; we develop leaders
who enable performance and inspire their people to unleash their potential. Our people
orientation reflects in our vision of being “targeted by top talent”, and a key aspect of our
business focus “building a best-in-class leadership team that nurtures talent at every level.”

Employee friendly HR policies have been put in place, which amply reflect the organization’s
concern for its people. Some typical examples of these policies and practices include a family-
day at office, half day leave for birthdays, gifts for anniversaries, compulsory 10 days off,
festival celebration with family, no official meetings on weekends, five day weeks, concierge
services, call center engagement programs etc. These “care” policies and practices are applied
across the organizational levels without any discrimination.

From self-management workshops to aerobics sessions, yoga classes to provision of

relaxation/meditation rooms, we ensure that every employee keeps a check on his/her fitness.
Tie-ups with leading health service organizations enable our employees to undertake periodical
health check-ups depending upon their age. This facility is also extended to employee family
members at discounted rates. The company provides Flexible Group Mediclaim insurance to all
employees, covering all kinds of illnesses, accidents and hospital coverage for serious ailments.
Apart from these specific engagements, we regularly organize health check up camps, eye check-
up camps and stress management sessions. Some of our offices have opened gymnasiums/fitness
facilities to ensure that the fitness fanatics do not have to worry about time constraints to remain
fit. At many of our locations, we have hired psychologists who undertake personal counseling
sessions for employees.

Bharti Airtel offers a flexible compensation structure to its employees wherein the employees
have the flexibility to structure their fixed component of their compensation according to their
requirements within the ambit of legislation.

Even a sweeper in the corporate office must understand that, if he does not keep the office clean,
the visiting shareholders could question the company’s ability to manage a business if they
cannot manage their premises well”
Mr. Akhil Gupta
Our Performance Linked Incentive (PLI) schemes are linked with the variable component of our
compensation structure. This component is linked to both the individual performance against
his/ her set KRAs (Key Result Areas) and the overall performance of the business entity that an
employee belongs to.
Our leaders and managers understand the need to bring clarity to employees about how their
roles, goals and actions align the realization of organization’s vision and goals.
The mechanisms like Performance Management System (PMS) and Talent Management Process
(TMP) are the key sources of identifying the training needs of the employees and check to
competency levels for promotion.

Summer Internship Program 2010-11

Airtel Summer Internship Program is an endeavor to provide you with an opportunity to be a part
of Live & Challenging business projects.

We invite You to be a part of the Airtel family for 8 weeks, during April – July and experience:
- A structured and robust training schedule
- On the job training to enhance your technical expertise and people management skills
- An opportunity to develop a wholistic perspective of Airtel

We are gearing up for interesting and exciting times to come and are looking for bright and
young talent to walk this thrilling road with us !
We wish you a joyous internship and a fulfilling career ahead…
Hope to see you aboard!!!

Alumni@Airtel

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