TRAINING REPORT ON ANALYSING RECRUITMENT PROCESS IN SMC INDIA

Submitted to MAHARSHI DAYANAND UNIVERSITY , ROHTAK in partial fulfilment of the requirement for the award of the degree of MASTER OF BUSINESS ADMINISTRATION (INDUSTRY INTEGRATED) ( II SEMESTER ) Submitted By: NAME:DEEPA GARG ROLL NO.:- 54

DELHI INSTITUTE OF HIGHER EDUCATION

SEC 3, ROHINI (JULY 2011)

CERTIFICATE
This is to certify that Deepa Garg, a student of the Maharshi Dayanand University, Rohtak, has prepared her Training Report entitled Recruitment and Selection at SMC INSURANCE BROKERS PVT. LTD. under my guidance. She has fulfilled all requirements leading to award of the degree of MBA (Industry Integrated). This report is the record of bonafide training undertaken by her and no part of it has been submitted to any other University or Educational Institution for award of any other degree/ diploma/fellowship or similar titles or prizes. I wish her all success in life.

Neeru Choudhary Asstt. Prof. Management MBA (HR)

STUDENTS DECLARATION
I hereby declare that the Training Report conducted at

SMC INSURANCE BROKERS PVT. LTD, Pratap Nagar, New Delhi

Under the guidance of Ms. Neeru Choudhary Submitted in Partial fulfilment of the requirements for the Degree of MASTER OF BUSINESS ADMINISTRATION (Industry Integrated)

To MAHARSHI DAYANAND UNIVERSITY, ROHTAK

Is my original work and the same has not been submitted for the award of any other Degree/diploma/ fellowship or other similar titles or prizes.

Place: Delhi Date:

Students signature NAME- DEEPA GARG REGN NO.-1073901261 ROLL NO.-1090210009

ACKNOWLEDGEMENT

On completing this report, it is my pleasure to thanks all those who have helped me during the course of the project. I humbly convey my sincere gratitude to SMC Insurance brokers Pvt. Ltd who gave me the opportunity to get training under their direction and guidance without which the project would not have been possible. I am extremely thankful and indebted to my internal guide Mrs. SONIA DALAL of SMC India, New Delhi, who extended their whole-hearted cooperation, their valuable insight and advice from time to time. I owe my sincere thanks to them for last minute indispensible contribution and patience during the reviewing of the report again and again without this project would not have been completed. In no small measure, I would like express my gratitude to(Ms Sheelu Sharma) Honourable Dean & Head of Department of DIHE giving me the opportunity to work with the SMC India Pvt. Ltd. to place a word of thanks for Ms. NEERU and all other SMC India staff members, Personnel division who directly or indirectly helped me in successful completion of the project.

CONTENTS

INTORODUCTION 1.1 General introduction about the sector 1. 1.2 INDUSTRY PROFILE Origin and development of the industry Growth and present status of the industry Future of the industry 2. PROFILE OF THE ORGANIZATION 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

8 3.

DISCUSSIONS ON TRAINING 3.1 students work profile(roles and responsibilities), tools and techniques used. 3.2 key learning

4.

STUDY AND SELECTED RESEARCH PROBLEM 4.1 statement of research problem 4.2 statement of research objectives 4.3 research design and methodology

5.

ANALYSIS 5.1 analysis of data 5.2 summary of findings

6.

SUMMARY AND CONCLUSIONS 6.1 summary of learning experience 6.2 conclusions and recommendations

7.

REFERENCES

CHAPTER-1

INTRODUCTION

INTRODUCTION TO THE INSURANCE INDUSTRY

Insurance is a contract in which sum of money is paid to the assured in consideration of insurers incurring risk of paying a large sum upon a given contingency. --Tindall Insurance is a contract by which one party for a compensation called in the premium assumes particular risks of the other party and promises to pay to him or his nominee a certain sum of money on a specified contingency. --E.W.Fitterson Insurance may be described as social device whereby a large group of individuals, Through a system of equitable contribution, may reduce certain measurable risk of economic loss common to all members of the group. --Encyclopedia Britannica Justice

History and Origin

The origin of insurance is very old .The time when we were not even born; man has sought some sort of protection from the unpredictable calamities of the nature. The basic urge in man to secure himself against any form of risk and uncertainty led to the origin of insurance. The insurance came to India from UK; with the establishment of the Oriental Life Insurance Corporation in 1818 The Indian life insurance company act 1912 was the first statutory body that started to regulate the life insurance business in India. By 1956 about 154

Indian, 16 foreign and 75 provident firms were been established in India. Then the central government took over these companies and as a result the LIC was formed. Since then LIC has worked towards spreading life insurance and building a wide network across the length and the breath of the country. After the liberalization the entrance of foreign players has added to the competition in the market. The General insurance business in India, on the other hand, can trace its roots to the Triton Insurance Company Ltd., the first general insurance company established in the year 1850 in Calcutta by the British. In 1957 General Insurance Council, a wing of the Insurance Association of India, frames a code of conduct for ensuring fair conduct and sound business practices. In 1972 The General Insurance Business (Nationalization) Act, 1972 nationalized the general insurance business in India with effect from 1st January 1973. It was after this that 107 insurers amalgamated and grouped into four companies viz. the National Insurance Company Ltd., the New India Assurance Company Ltd., the Oriental Insurance Company Ltd. and the United India Insurance Company Ltd. GIC incorporated as a company.

Present Scenario The government of India liberalized the insurance sector in March 2000 with the passage of the Insurance Regulatory and Development Authority (IRDA) bill. Policies come under the purview of the government appointed Tariff Agency Committee. The opening up of the sector is likely to lead to greater spread and deepening of insurance in India and this may also restructuring and revitalizing of the public sector companies. A host of private insurance companies operating in both life and non life segments have started selling their insurance policies since 2001. Presently there are 12 general insurance companies with 4 public sector companies and 8 private insurers. Although the public sector companies still

dominate the general insurance business, the private insurance companies have a 10 percent share of the market, up from 4 percent in 2001.

INTRODUCTION TO INSURANCE BROKERAGE

A broker is an individual or firm employed by others to plan and organize sales or negotiate contracts for a commission. A broker's function is to arrange contracts for property in which he or she has no personal interest, possession, or concern. The broker is an intermediary or negotiator in the contracting of any type of bargain, acting as an agent for parties who wish to buy or sell stocks, bonds, real or Personal Property, commodities, or services. Rules applicable to agency are generally relevant to most transactions involving brokers. The client is considered the principal and the broker acts as the client's agent. An agent's powers generally extend beyond those of a broker. A distinguishing feature between an agent and a broker is that a broker acts as a middleperson. When a broker arranges a sale, he or she is an agent of both parties. An insurance broker is an independent agent who represents the buyer, rather than the insurance company, and tries to find the buyer the best policy by comparison shopping. An insurance broker is not committed to any particular insurance company and therefore can compare and contrast the different policies, coverage and premiums from a wide range of companies. The broker will do the shopping around for you

To run a brokerage firm one has to get registered with Insurance Regulatory and Development Authority (IRDA). As PER the IRDA website a total 0f 299 brokerage firms are listed in India. The various players in Insurance brokerage in our country are India Infoline, Unicon, SMC, HSBC Insurance broking, Marsh India broking Ltd., Bajaj Capital Insurance broking Ltd., Mahindra Insurance Broking, Karvy Insurance Broking, Religare Insurance broking and Reliance retail insurance broking etc. There is also an association called Insurance Brokers Association of India (IBAI) was formed on 25th July 2001 with the main objective to promote interaction among the Insurance/Re-insurance Broker members and to encourage, promote, facilitate and protect the interests of the members of IBAI and to provide an avenue to the members for further education, training and research in all fields of insurance and re-insurance and represent the interests of Brokers with other organizations. Currently 244 members are listed under this association.

CHAPTER-2

COMPANY PROFILE

SMC Group, a leading financial services provider in India is a vertically integrated investment solutions company, with a pan-India presence. Over the Years, SMC has expanded its domestic as well as international operations. Existing network includes regional offices at Mumbai, Kolkata, Chennai, Bangalore, Cochin, Ahmedabad, Jaipur and Hyderabad plus a growing network of more than 2000 offices across over 425 cities/towns in India. The company has expanded internationally, and has established office in Dubai. SMC has entered into a 50:50 joint venture with Sanlam Group, one of the largest listed financial services group in South Africa for setting up wealth Management and Asset Management business in India, Sanlam is operating in over 30 countries globally including UK, USA, Switzerland, Luxembourg, Dublin, Australia and others. SMC Capitals is the SEBI registered Merchant Banking division of SMC group. SMC Insurance is one of the leading Insurance brokers for both Life and General insurance needs of both individuals as well as corporate clients.

Companys Vision
To be a global major in providing complete investment solutions, with relentless focus on investor care, through superior efficiency and complete transparency.

Core Values
Ethical deals: Honesty is the only policy.

Experience and trust: Over 20 years of experience has made SMC earn the trust of more than 5, 75,000 Investors.
Expertise: Know-how and skills to provide investors an edge. Personalised Solutions: Every investor is unique. Every solution is unique.

Products and Services

1. Broking

Equities, Derivatives, Currency, Commodities, Commodities trading in international market through DGCX 2. Investment Banking

Online

Trading,

IPOs, Follow on offers, M andA, Private equity, Debt syndication, ESOP, valuation, etc. 3. Distribution of Financial Products Insurance broking for life and Non-Life products, Distribution of IPOs and Mutual Funds (with web based capabilities) Mobilization of company fixed deposits and non convertible debentures, Distribution of bond products- Capital gain/tax saving bonds, Govt. of India 8% taxable bonds, etc. 4. Depository and Clearing Services Depository Services for shares and commodities, Clearing Services in NSE (F and O, Currency), BSE (FandO, Currency) MCX (Commodities, Currency) and DGCX.

5. Wealth Management Wealth Advisory and Arbitrage Management for HNIs and Corporate

6. NRI and Institutional Desk Dedicated team for NRI and Institutional Desk

7. Research Research support to clients through intraday SMS and E-mails, Weekly research magazine Wise Money covering wide range of asset classes and Wise Fund Focus a monthly magazine on mutual funds, Regular investor education programme 8. Margin Funding Expertise in Financial short term loan facility to buy securities from Capital market

9. Insurance Brokerage For Both Life and General Insurance.

SMC offers risk management services and a complete range of insurance solutions through its subsidiary company SMC Insurance Brokers Pvt. Ltd. The company holds a Direct Insurance Broker's license from Insurance Regulatory and Development Authority (IRDA) and provides a wide array of Life Insurance and General Insurance products under

professional guidance of experts in the field. SMC provides customized solutions to individual clients, small and medium enterprises as well as to the leading corporate houses and institutions across the country. Our philosophy We believe that "a transaction is for a moment but a relationship is forever". Hence we give all transactions equal importance and strive to offer our esteemed clientele an unmatched service. Our edge

Pan India presence with own branches in over 48 locations and 2000+ offices of group companies 3000+ strong team of employees 1,00,000+ customers 1500+ man years of General Insurance experience Robust IT Infrastructure with over 1 lakh Sq. ft. office space Widest possible product range A team of passionate professionals with strong Domain knowledge and expertise Flexibility to choose product of any insurance company Quality of services Customized solutions

Value addition for customers

Comprehensive Risk Portfolio Management including identification, measurement, assessment and handling of the risk, of which insurance is an integral part. Designing of customized and qualitative insurance programme Offer of choices while recommending suitable insurance policies

Assistance in deciding sum insured to avoid under-insurance Due to our volume of business, knowledge of market and expertise, we are able to obtain the best possible premium rates. Selection of Policy wording and clauses where choice is available Assistance in processing of claims to obtain fair and prompt settlement from Insurance Companies Extensive rapport and liaison with insurance companies Outsourcing of major part of insurance function

Recruitment @ SMC Insurance

SMC Insurance division employs more than 5000 employees and currently is in the state of expansion. The branch at which this project was carried out had around 750 employees working there. There are two basic categories of insurance: Life Insurance General Insurance SMC insurance deals in both the categories and is the service provider to various players like Max Newyork Life insurance, Tata AIG, ICICI Prudential, ICICI Lombard, Reliance, Bharti Future, Birla Sunlife Insurance etc. Now this task is done through three different business verticals: Customer Interaction Department Direct Sales Marketing Associates There is not much difference in the hierarchy of the marketing associates department and direct sales department but the Customer Interaction department differs significantly than other two in terms of hierarchy and functioning. Basically the major chunk of recruitment in this branch is done for the Customer Interaction Department for the particular branch itself. Other than that various other profiles are also taken care of such as Zonal Head, Cluster Manager Area Manager, Senior Sales Manager, Sales Manager, Relationship Manager etc for PAN India Locations such as Mumbai, Pune, Guragaon etc. To have a better understanding about the Customer Interaction Department few facts about it are given below:

\LEAD

HANDLING IN TELE MARKETING

TELECALLERS

MAKE CALLS AND SEND IT TO THE GROUP LEADER FOR VERIFICATION

GROUP LEADER

HE VERIFIES THE CALL AND SENDS IT TO THE SLOTTER

SLOTTER

HE SELECTS THE SALESMAN ACCORDING TO THE CALL AND THE CUSTOMER

FINALLY SELLS THE SERVICE.

SALESMAN

Sources Of Recruitment @ Smc Insurace:

Job Portals: Naukri.com and Monster.com These are the two job portals
which are used extensively by the Recruitment department at SMC Insurance. Different jobs are posted though the Job Posting feature of the job Portals and resumes are received. Otherwise keeping the job description in mind resumes are searched using different keywords and then on the selected resumes calling is done.

Employee Referral Programmes: As the customer interaction department

demands bulk hiring various employee referral programmes are launched in the company in which employees whose references are selected are given a certain amount of money at a certain time interval. Under this initiative various special schemes are being launched such as Referral week or Refer whom you prefer etc.

Consultants: The process is also outsourced to various consultants at PAN

India locations with different rates, depending upon the region for which the service is taken and the respective job profile. Presently they are taking services from many consultants to name a few Shomuk consultancy services, Aithents Services, V serve, Pearl Consultancy Services, GRD InfoTech etc. For senior profiles the commission is usually on the percentage basis i.e. a fixed percentage of the CTC offered to the selected candidate, whereas for entry level profiles especially those of customer interaction department it is on fixed amount payment terms. For senior profiles the applicants are sent to the respective office directly but for bulk hiring sometimes applicants are sent to the office and sometimes HR

executive and a person from sales are sent to the consultancy itself to speed up the process.

Newspaper Advertisements: Attractive advertisements are given in

various newspapers for example Times of India (TOI) at regular intervals depending upon the requirement of the company.

Institutes, Small Placement Agencies and NGOs : For the tele-calling

profiles different English speaking coaching institutes, call centre training institutes and small sized placement agencies are also targeted. The advantage of these tie-ups is that they work for the company free of cost or on very low commission basis. Various NGOs running for women or the needy are also contacted and this way company along with fulfilling their own requirement does something for the society as well.

Self Sourcing: Anyone who works in the Recruitment department can rope in
candidates through personal contacts or resources. Any such resource is termed as Self Sourcing.

Walk-In: A lot of job applicants come to know about the job from the people
who presently do not work in the company or because they live in the nearby area of respective offices, or for that matter any candidate whose source cannot be traced are kept under the category of Walk-In.

CHAPTER 3: DISCUSSIONS ON TRAINING

WORK DONE AT SMC:

Line Up Of Candidates: Lining up of candidates was a multistep process:

Firstly the confirmations regarding the number of positions, job responsibilities, salary and timings etc are to be made from the respective requisition owners. After the confirmations are made relevant resumes are searched / jobs are posted/ or the requirement is to be intimidated to the consultant.

When resumes are selected, the calls are made to those applicants and they are convinced and an interest is aroused in them for the respective job. Finally, those who show interest are lined up for the interviews. If the requirement is outsourced to the consultant then a lot of coordination work is done.

Interviews: To coordinate and also conduct the interviews.

Firstly it was observed how interviews are taken by the respective HR manager and what are those KSAs which are sought for the respective profiles. After that an in-depth study of the job descriptions of few profiles such as Tele Marketing Executives (TME), Group Leader (GL) and Team Leader (TL) was done. Then for a week interviews were taken.

For further improvement Expert Interviews were taken those of the sales managers and trainers in the sales department and also of Quality Control experts to understand the minute details of their requirements. Also at regular intervals a feedback was also taken from the sales people that why a particular candidate was selected or rejected so that the wastage of time and resources could be minimized in future.

As a result after two weeks the percentage of candidates selected in the second round out of those who were shortlisted in the HR round reached up to 90 percent.

Once candidates were selected they were informed about the salary packages and in a number of cases a lot of convincing was done to convert them with the salary offered by the company. Also they were told about all the various documents they were supposed to bring on the joining day and in addition to this one day before the joining dates the confirmation calls used to be made to all the selected employees of that batch to remind them about the timings and the documents.

There were visits made to different consultancies along with a sales manager to coordinate and conduct interviews for bulk hiring. The biggest advantage of this method was that it was time saving.

A database file named Master MIS was maintained under which there were various sheets such as Recruitment Tracker and Training Status etc in which the data was entered on the daily basis to keep the records of the candidates interviewed, selected, rejected, source of the candidate that whether he/she had come through a consultancy or employee reference etc, interview date, joining date, contact no., training status that whether they qualified training or not, etc.

Maintaining Database:

Uses of this Database:

Firstly a record of each and every activity of the recruitment department was at hand for any kind of reference. It also helped in showing that how much targets are being achieved by the recruitment department. It became the source to make the monthly reports which are to be sent to the directors of the company that in a particular month : How many candidates were interviewed? What is the selection- rejection ratio? How many out of selected joined the training? How many out of those qualified the training and joined the floor? How many out of those left the job in first one week? To analyse the sourcing mix i.e. how much recruitment is done from which source out of consultants, employee referral schemes, job portals, walk in etc. To determine the Return On Investment (ROI) of different sources such as advertisements or referral programmes which in turn helped in finding out which ways are more cost effective and what should be the optimum Sourcing Mix. To make the list of payments this included the amount and the due date to different consultants and employees under referral schemes. It was also used to make everyday report which is to be sent to the directors stating the number of selections of that particular day and their source as well. Along with this everyday attrition from floor was also reported. Note: The task of maintaining such a database was huge and it could only be made possible with the help from various departments such as Sales and Training etc. The sample of the database and all the various reports can be seen in the Annexure.

Formalizing Structure: To provide formal structures for various things

formats were made and revised for the following News paper advertisement Interview Assessment Sheets for various profiles. Manpower Requisition Form Proposal to be sent to consultants, placement agencies etc. Attendance sheet for the training batches.

Mapping of Institutes and Small placement Agencies: In NCR region

there are thousands of English speaking coaching institutes, Call centre training agencies and small level placement agencies. These coaching institutes and training centres send the candidates for free as for them it counts as the placement assistance for their own students. Other than that some of these small sized placement agencies work without any cost to the company because they charge commission from the candidates and some of them work on a very low commission as compared to full time consultants. To map such institutes, training centres and placement agencies, a lot of field work was done in the areas like Laxmi Nagar, Rohini and Shahadra etc. These areas were selected on the basis of factors like high density of such institutes and agencies in these areas, optimum distance from the office and easy commutation through metro. As a result of this field work few tie-ups were made and candidates were received with the help of these tie-ups.

LEARNINGS:
Learn

everything you can, anytime you can, from anyone you can there will always come a time when you will be grateful you did. -Sarah Caldwell (American Impresario)

Use of Job portals: How are the jobs posted, how are the resumes searched,
while putting the keywords how to use the competitors name, how to shortlist the resume and how to make the search more accurate, etc.

Honing the Convincing Skills: At many steps of recruitment, especially

when the recruitment is done for a voice process, a lot of convincing skills are required, As a lot of calling was done in the pursuit of lining up people, over time an expertise was developed due to practice and feedback about how to get people to first talk to you and then convince them with your proposal. An important learning was how to strike deals with the consultants, placement agencies, etc. at your terms and conditions by convincing them.

Interviewing Skills: During interviewso How to observe

o o o o o

How to probe How to put the candidate under stress How to put the candidate at ease How to guide the candidate How to give feed-back

Other than the mentioned above there was one more thing which was learnt during the process i.e. Interview with an open mind and information about all the various openings. For example: Many times it had happened that while interviewing anyone it was realized that the person is not appropriate enough for the profile for which he/ she has applied. If the interviewer just knows about that particular position then he/she will reject the candidate. Now if the interviewer knows about what are the other openings and what are KSAs required for those jobs he/she can probe further to find out more about the candidates profile. At SMC Insurance other than the constant openings of telesales profile- Tele Marketing Executive (TME), Group Leader (GL), Team Leader (TL) etc. Few other openings used to come in voice process such as Customer Care Executive (CCE), Welcome Caller, so it used to be the job of the interviewer to find out which candidate is more appropriate for these profiles rather than what he has applied for.

Communication: How to communicate a message without spoiling the

relations. A situation, rather a problem, is worth mentioning here. What was happening in the organization was that the attrition was very high from the customer interaction department due to which in spite of bulk hiring the recruitment department did not seem to be completing the targets. Even after communicating a number of times, the sales department did not bother to ponder upon this. So to solve this problem the format of every day report to be sent to the director regarding the everyday selection was revised. A column was added in it to show the directors the attrition on the floor. It worked in two ways: it stopped the underrepresentation of the performance of the recruitment department and secondly it made the directors intimate to the sales department that attrition needs to be controlled.

Relevance of database management: Any kind of analysis can be done if

the relevant data is available. There were many kinds of reports made from the database. o Calculation of ROI o Bottlenecks in the recruitment process o Payment Lists, etc.

Significance of Follow Up and Coordination: Though the task identity

of work like follow up and coordination might seem low but it was realized that they are an integral part of any work system. Targets can only be achieved in the competitive world by following up. A lot of efforts put in to build a contact can get wasted if the follow is not substantial enough. Coordination Is the key to efficiency, one can be effective with the lack of coordination but efficiency can never be achieved without coordination.

Importance of Feedback: Feedback is the backbone of improvement

Feedback is a very essential activity. Both giving and receiving of feedback are equally important.

While working in Recruitment department there were few observations made which are not directly related to the Recruitment but surely gives a good exposure in the HR domain. The concept of Third Party Rolls was observed and understood. In a third party roll system the employees are on the rolls of some other party. They just work

in the premises of the company and mark their attendance. This attendance is sent to the third party and the salary is processed by them. Companies are in this practice because it saves a lot of work and the company is also free from any kind of legal bindings related to those employees. This is a very common practice in BPO sector.

Another practice which was observed was the outsourcing of work within the organization. SMC Insurance has a department called Insurance Support which does the following activities related to HR:

Request forward to HR by Insurance Support: Offer letter request forward to HR after getting the approval from Head of Department (HOD). Letter Of Intent (LOI)request forward to HR. Employee Code request forward to HR. Email Id/Password reset request forward to HR. Appointment letter forward to HR. Id Cards forms given to HR. Dispatch and Forward: Offer letters/LOIs/Appointment letter received by HR and same dispatched by Insurance Support. Employee codes and Email ids forward to branch coordinators by Insurance Support. Id Cards dispatched by Insurance Support. Receiving of Offer letter/LOIs/Appointment letter received by Branches and same forward to HR. Salary Cheques/Incentive Cheques/Arrear Cheques received by HR and same dispatched by Insurance Support. Joining Kit handover to HR by Insurance Support: Joining kits received by the branches and handover to HR after checking. Pendency in joining kit cleared by Insurance Support.

Modification and correction request in joining details forward to HR after getting approval on the same. Bank Account Updation: Bank account Updation details forward to HR. Monthly Attendance: Attendance sheet forward to HR. Receiving of Salary cheques received by branches and same forward to HR. Full and Final Settlement request forward to HR by Insurance Support: Employee Clearance Forms (ECFs) handed over to HR. Exit Employees Id Cards hand over to HR. Full and Final settlement cheques dispatched by Insurance Support.

CHAPTER 4:STUDY OF SELECTED RESEARCH PROBLEM

PURPOSE
The basic purpose was to make the recruitment department more efficient and more effective.

OBJECTIVES
To understand and work in the Recruitment department of SMC Insurance. To provide formalized structure to various activities in the Recruitment department. To maintain the database for analysing the effectiveness of current Recruitment strategy. To map some institutes and small sized placement agencies for the development of cost effective source of recruitment.

Research Methodology

Projects research methodology is concerned about primary as well as secondary data, and the details of the data are as follows: The research methodology adopted for the present study will consist of the following Steps:- Data collection - The questionnaire - Sample size - Survey Method - Technique of analysis

Data Collection
For the purpose of this study, a combination of secondary and primary data has been used. Primary Data Source: The primary data collected through: Cold Calling References Database Job-adds in job portals Walk-ins

Secondary Data Source: Internet

Sampling
Sampling is the process of selecting units (e.g., people, organizations) from a population of interest so that by studying the sample we may fairly generalize our results back to the population from which they were chosen.

Sample Size of Primary Data: 20 Type of Sampling Area of Sampling : Simple Random Sampling : Delhi (CPM India Office)

Research Design
A Research Design is the specification of methods and procedure for acquiring the formulation needed. If it is a good design, it will ensure that the information obtained is relevant to the research questions and that it was collected by objective and economical procedures.

Types of Researches
Exploratory Research Constructive Research Empirical Research Descriptive Research Conceptual Research Quantitative Research

This research is an Exploratory and Descriptive Research. Exploratory research is concerned with analyzing primary as well as secondary data. This research involves getting the questionnaire filled with the individuals and then analyzing them. It also involves supplementing the results from web sources.

CHAPTER 5 : Data Analysis

1) What according to you Recruitment is:

Positive process Negative process

Positive 76% Negative 24%

Interpretation:- Recruitment is considered to b a positive process by most of the employees. More than one third of the total respondents consider it as a positive process.

2)

The most efficient source of Recruitment

.

Job hunting Employee reference Job portal Consultant manpower

The most efficient source of recruitment Job hunting 8% Employee Referance 27% Job Portal 25% Consultant Manpower 40%

Interpretation: The employees consider the efficient and best suited source
of recruitment is to be the Consultant Manpower, after this the next most voted source is to be the internal reference from existing employees.

3) Satisfy with the turnover of the candidate on the date of interview.

Highly satisfied Satisfied Somewhat satisfy Strongly dissatisfied

Highly Satisfied 20%

Satisfied 30% Some What Satisfied 40%

Strongly Dissatisfied 10%

Interpretation:- The turnover of candidates on the date of interview is always

been at the satisfactory side, as nearly 70% of responses are in favour of it, which is a very strong ratio to show the satisfaction level of the employees with this.

4) Time taken while Recruitment

1 to 7 days 7 to 15 days 15 to 30 days More than 30 days

1-7days 57%
7-15days 22% 15-30days 11%

More than 30 days 10%

Interpretation: The recruitment process normally took only 1-7 days in all,
which is even more preferable, but in some cases it may extend to even more than 30 days.

5) What source of recruitment is relied upon when immediate requirement arises?

Internal External

Internal 90% External 10%

Interpretation : Maximum number of companies thinks that internal source of recruitment is relied upon at the time of urgency. The respondents results shows that Internal sources of recruitment are always preferred in most of the companies.

6) The ESI forms are pending from.

0 to 7 days 7 to 15 days 15 to 30 days More than 30 days

0-7days 50% 7-15days15-30days 33%

more than 30days 17%

Interpretation: The ESI forms are considered to be pending for 0-7 days by
almost half of the respondents, and remaining forms are being processed only within next 30 days time period.

7) I am paid fairly for my job

Highly satisfactory Agree Somewhat agree Disagree

Highly Satisfactory 28% Agree 52% Some What Agree 7% Disagree 13%

Interpretation: The respondents shows a strong side of satisfaction with the

salary or remuneration they are paid by the company for their services, more than 80% of respondents are satisfied with what they receive.

8) Which of the following constitutes panel for employment interviews in SMC?

HR Department Department heads Departmental Heads Departmental heads + HRD Department HR Department + CEO

HR department 17% Department Heads 13% Departmental heads 33% Departmental Heads+ HRD 17% HR department CEO 10%

Interpretation: It shows a mixed response from the employees, but still

highest no. of employees likes to see Departmental heads in the interview panel.

9) What is various methods adopted by CPM India for the purpose of Recruitment?
Advertisement Employment exchanges Campus on recruitment Recruitment consultants Any other, please specify

Advertisement 25% Employement Exchange 15% Campus on recruitment 28%

Recruitmet Consultant 22%

Any other 10%

Interpretation: The company has a balanced method of selection as it

includes different ways and all are considered to be almost equally satisfactory for the employees.

FINDINGS
1. Expense on Interview Panel expenses Rejection lowering reputation Calling expenses Time expenses Reimbursement expenses Stationary expenses Hidden expenses 2. Employer needs to take care of candidates Tea/coffee arrangements Water for drinking Sitting arrangements Giving them right information Taking care of time of candidates 3) No or minimum advertisement

CHAPTER 6: RECOMMENDATIONS
1. Interview conduct Place advertisement in newspaper. Get Resumes/CVs through whatever means 2. Due care should be taken for candidates Hospitality arrangements like proper room for sitting. Inform exact time of his/her interview. Ensure for comfort & privacy. 3. Create winning impression even on those who are not selected. 4. Build and manage your candidate pool as a precious resource. 5. Various MBA institutes should be targeted to get people with good marketing as well as interpersonal skills.

6. Organization should form a grievance cell which should make employees feel at ease to make use of it. Timely grievance of employees should be done by management.

7. Pay packages should be improved.

8. The organization ensures that the orientation program is carried out with new employees on their first day, where possible or, alternatively, in the first week.

APPENDICES

INTERVIEW ASSESSMENT SHEET (FOR TL and GL) NAME : CURRENT ORGANISATION: DATE REFERRED BY : :

AGE(Yrs) : POST APPLIED FOR:

FOR OFFICE USE ONLY S No. PARAMETER ROUND HR (SCALE 1 TO 5) INTERVIEWED BY 1 Communication Skills 2 Personality 3 Leadership skills 4 Attitude 5 Subject Knowledge 6 Relevant Experience 7 IQ Level 8 Analytical skills 9 Stress handling Ability 10 Cultural Fitment Total Signature of the interviewer (Minimum 50% criteria for selection) ROUND 2 (DEPT.) INTERVIEWD BY

FOR HR USE ONLY RESULT DATE OF JOINING SALARY OFFERED DESIGNATION OFFERED DEPARTMENT HEAD

HR Signature

Sales Signature

INTERVIEW ASSESSMENT SHEET(FOR TME) NAME : CURRENT ORGANISATION: DATE REFERRED BY : :

AGE(Yrs) : POST APPLIED:

FOR OFFICE USE ONLY S No. PARAMETER ROUND HR (SCALE 1 TO 5) INTERVIEWED BY 1 Communication Skills 2 Voice clarity 3 Confidence/Energy 4 Attitude 5 Education 6 Product Knowledge 7 Relevant experience 8 Selling skills 9 Stress handling Ability 10 Cultural Fitment Total Signature of the interviewer (Minimum 50% criteria for selection) FOR HR USE ONLY RESULT DATE OF JOINING SALARY OFFERED DESIGNATION OFFERED DEPARTMENT HEAD ROUND 2 (DEPT.) INTERVIEWD BY

HR Signature

Sales Signature

PROPOSAL TO BE SENT TO CONSULTANTS/PLACEMENT AGENCIES

SMC Insurance Brokerage Pvt.Ltd Pratap Nagar, Parsavnath Mall Metro Mall, New Delhi. Phone:011-66222266 Website:www.smcindiaonline.com

JOB DESCRIPTION

Job Title: Eligibility: Location:

Telemarketing Executive / Sr. Telemarketing Executive 10+2 / Graduates (Freshers may also apply) Delhi (Pratap Nagar) (Near Pratap nagar Metro station)

Experience: Timing :

6 Months and above experience in Tele sales 10 am to 7 pm

JOB DESCRIPTION-

1. Should be confident, aggressive. 2. Should have flair for sales and marketing. 3. Should be very convincing with positive attitude. 4. Eager to take challenge.

SALARY Fixed Salary - (6000 7500) + leave encashment + TA + meal + Incentives. Skill Set: Incumbent should have good communication skill, No Stammering, MTI or

Unlimited job opportunities for aspiring and deserving candidates

any voice related issue, should be patient and confident at the same time. CONTACT PERSON: Sonia Dalal PHONE NO. : 011-66377777

9311291260 email - soniadalal@smcindiaonline.com

MONTHLY REPORTS TO BE SENT TO THE DIRECTORS

Since 5/4/10 till 30-4-10 Total Interviews= 446

168 278

Selection s Rejected

FROM 5-4-10 TILL 30-4-10

47 JOINED TRAINING-121 DID NOT JOIN TRAINING-47 121

5/4/10 TILL 26/4/10

6
9

14

JOINED TRAINING-121 HAND OVER-92

121

DECERTIFIED-9
RTH-6

92

From 5/4/10 till 30/4/10

JOINED TRAINING 121 ATTRITION FROM FLOOR ATTRITION FROM TRAINING 77 HANDED OVER TO FLOOR

92

29

FORMAT FOR RECRUITMENT MIS

Name of the Candidate

Contact

Father Name

Position

Status-HR

Status-OPS

Source

Source Name

Salary

Month

Date of Interview

Date of Joining

Department

Concerned Head

Final Status

Remarks

FORMAT FOR TRAINING MIS

Trainee Name

Contact No.

Position

Date of Training

Month

Trainer

Batch No.

Certified / Decertified

DAILY HIRING STATUS

Left Active today Cons

6th April 7th April 8th April 9th April 10th April 216 213 210 207 204 0 3 4 3 3 0 4 2 6 1

Selected today Walkin Portal

3 0 0 0 0 0 0 0 0 0

Ref
3 4 4 1 1

Current Batch
27 24 24 19 Batch Handover18

Proposed Batch
6 8 6 7 2

Manpower Requisition Form (MRF) General Information Requisition Owner: Designation: Location: _____________________ Nature of Requirement New Budget / Replacement ________________ Fresher / Experienced / MT_________________ Date of Requisition: _______________ Department: _____________________

Position Information

Job Title:

No of Positions: Educational Qualification: Job Description: Any Specific Professional Qualification :

Salary Range: Experience Range: Location: Remarks (If Any)

Primary Recruiting Contact (All applications / resumes will be forwarded to this person) Name: Contact Details: ______________________

* Only completed MRF form with required approval will be considered for further perusal. Thanks & Regards Human Resources

ROI ON NEWPAPAER ADVERTISMENT

Cost of advertisement=12000(tied up with third party i.e. shoumuk). No. of candidates hired through advertisement= 35 Per candidate cost = 12000/35 = 340(approx) As compared to Consultant & Reference schemes in which

Per candidate cost = 1500 Thus we have saved = (1500-350)*35 = 40000(approx) In addition High Candidate turnover give boost to friends and family references. Brand Awareness is increased.