INTRODUCTION ABOUT THE TOPIC
ANALYSIS OF ATTRITION TRENDS
What is Attrition? Attrition has been a major concern for most of the companies in the current competitive scenario. The word Attrition means, a reduction in the number of employees through resignation or separation at the employees will. Retirement, VRS and employee leaving due to end of contract are not considered as attrition. Attrition rate is the rate of shrinkage in size or number. It is the mathematical representation of the attrition in a particular Organization nor an institution. Attrition leads to dual loss to an Organization: •
Firstly, company loses on a talent and thus costs incurred on them are a waste.
•
Secondly, it employees a new employee and thus needs to incur costs on them thus the following costs:
A. Recruitment cost
The cost to the business when hiring new employees includes the following six factors plus 10 percent for incidentals such as background screening: •
Time spent on sourcing replacement
•
Time spent on recruitment and selection
•
Travel expenses, if any
•
Re-location costs, if any & Training/ramp-up time
•
Background/reference screening
•
Recruitment cost for the new recruit to replace the employee leaving
B. Training and development cost To estimate the training and development costs, the expenses incurred on training of the employee who is leaving should be taken as well as that to be incurred to train the new employee is also to be considered. To estimate the cost of training and developing new employees, cost of new hires must be taken into consideration. This will mean direct and indirect costs, and can be largely classified under the following heads: • Training materials • Technology •
Trainers’ Time C .Administration cost They include:
•
Set up communication systems
• Add employees to the HR system •
Set up the new hire’s work space
• Set up ID-cards, access cards, etc. Thus it can be clearly evident from the above that loosing an employee causes an organization large amount of expenses. An Organization thus tries to retain its work force. Reasons for Attrition From the exit interview forms and the comments of the HR Manager the overall reasons for attrition can be summarized as follows: • Better prospects outside the company in terms of salary and responsibilities •
Lack of Team spirit
•
No career growth
•
No role clarity
•
Attrition due to competition
•
Lack of support from Superiors
Retaining the Employees
Employees today are different. They are not the ones who don’t have good opportunities in hand. As soon as they feel dissatisfied with the current employer or the job, they switch over to the next job. In prominent Indian metros, there is no dearth of opportunities for the best in the business, or even for the second or the third best. Importance of retaining employees remains the same irrespective of the size of the Organization, its nature of business or the country of operation. The only difference lies in realizing the fact that frequent employee attrition means there is something, which needs immediate attention and cure. Employee Retention involves taking measures to encourage employees to remain in the Organization for the maximum period of time. It involves being sensitive to people's needs and demonstrating the various strategies in the five families detailed in Roger Herman's classic book on employee retention, Keeping Good People. Compensation: It is said that money isn't a motivator, but it is an effective de-motivator. The employees always have high expectations regarding their compensation packages. So an attractive compensation package plays a critical role in retaining the employees. Growth: No one joins an Organization to just do the same work till the end of his career. If an employee does not see growth in his own Organization,
there are high chances that he might opt for leaving the Organization. So such strategies must be framed where an employee can see his bright future in the company. Relationships: The management is sometimes not able to provide an employee a supportive work culture and environment in terms of personal or professional relationships. The Organization culture should be such that encourages healthy relationship between all the employees. • Support: Sometimes not getting the right kind of support and co-operation also leads an employee to be frustrated and provokes him to leave the Organization. This should be taken care of by providing healthy work relationships. • Environment: An Organization needs to have an environment where individuals learn and get support from colleagues and seniors along with the healthy mixture of authority and responsibility. Calculating the Attrition Rate: “What cannot be measured cannot be improved’’ is an old management aphorism. So if we want to improve attrition, we need to bring it tome asureable terms. Attrition in any particular Organization can be quantified by finding out the attrition rate for that Organization. After this the analysis can be done as tow
here is the maximum attrition happening and then finding out reasons for the same to form a retention strategy. There is no standard formula to calculate the attrition rate of a company. This is because of certain factors as: •
The employee base changes each month.
•
Many firms may not include attrition of fresher’s who leave because of higher studies or within three months of joining.
•
In some cases, attrition of poor performers may also not be treated as attrition
There is no standard formula to calculate the attrition rate of a company. This is because of certain factors as: •
The employee base changes each month.
•
Many firms may not include attrition of fresher’s who leave because of higher studies or within three months of joining.
•
In some cases, attrition of poor performers may also not be treated as attrition.
Yet, as a generalized formula the following can be used: Attrition = (No. of employees who left in the year / Average employees in the year) x 100
ATTRITION RATE IN DIFFERENT SECTORS
The movement of call centre jobs from higher-wage to lower-wage countries such as India is the logical progression of what might be called manufacturing and agricultural “outsourcing” over previous decades, as capital continues its reorientation of the world economy in the search for higher profit margins wherever they may exist.
Business Process Outsourcing is becoming a controversial model and is being discussed both in counties of origin as well as those where the work is being outsourced. People are working themselves into a frenzy in the boardrooms of India and the west. The counteroffensive to these moves by pressure groups of various hues and stripes continues under the derisive “protectionist” label. Trade unions in the US and UK and many parts of Europe are still deciding if BPO is one of the main reasons for job losses in their countries, and it is true that this indeed is the perception among workers there. Trade unions in India have very little presence in out sourced services, but many see it as a sector that offers jobs, even if a mere drop in the ocean in an employment starved country. And the Indian BPO employees themselves appear somewhere in the story. The more general term of Business Process Outsourcing (BPO) refers to the outsourcing of business functions such as airline and hotel reservations, data entry and processing tasks, and mortgage processing, some under the rubric of call centre. This outsourcing primarily takes the form of a local Indian company or foreign subsidiary managing these business operations on behalf of companies in the U.S, U.K. and other Anglophone countries. While the BPO industry may provide employment to a small segment of India’s population, as an export-oriented industry with competition from
other countries, it is unclear how long these relatively low-skilled jobs will stay in India.1 The BPO industry in India, as an export-oriented sector contingent on demand from primarily rich Western countries, is part of a wider government encouragement of peripheral industries rather than core manufacturing, such as the export garment industry. It follows that this type of outsourcing industry, without accompanying investment in other longterm domestic industries, has its limitations.
BUSINESS PROCESS OUTSOURCING
Business process outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider. Originally, this was associated with manufacturing firms, such as Coca Cola that outsourced large segments of its supply chain.[1] In the contemporary context, it is primarily used to refer to the outsourcing of business processing services to an outside firm, replacing in-house services with labor from an outside firm. BPO is typically categorized into back office outsourcing - which includes internal business functions
such as human
resources or finance and accounting, and front office outsourcing which
includes
customer-related
services
such
as contact
centre services. BPO that is contracted outside a company's country is called offshore outsourcing. BPO that is contracted to a company's neighboring (or nearby) country is called near shore outsourcing.
Often the business processes are information technology-based, and are referred to as ITES-BPO, where ITES stands for Information Technology Enabled Service. Knowledge process out sourcing (KPO) and legal process outsourcing (LPO) are some of the sub-segments of business process outsourcing industry. Business process outsourcing (BPO) is the practice of using a third party, contracted to perform specific, specialized processes on a company’s behalf. Although “outsourcing” in its most basic form has been used for decades, such as when a business uses an outside accountant to balance the books, it has become a practice used by the majority of businesses and large companies, on a much larger scale. By outsourcing certain aspects of “doing business,” the company can focus on its primary purpose, whatever that may be. There are two primary types of BPO: back office and front office out sourcing. Typical back office processes that may be outsourced include payroll, billing, logistics and human resources. Some companies offer their services in collections, credit analysis and job recruitment. More than ever, processes that one would never think would be outsourced, such as claims processing at an insurance company, are being outsourced to
separate companies. Examples of front office outsourcing include technical support, customer service, marketing and advertising.
The foreign call center has become one of the most reviled aspects of BPO, with many located in different parts of the world. Where most companies once touted their customer service as something they took pride in, many customers find themselves having to explain their problems to someone has little vested interest in the company. Outsourcing or “off shoring” customer service to countries such as India saves the company a lot of money and improves their bottom line. Some of the biggest complaints customers have with foreign call centers are heavy accents and obvious scripting. A company may utilize BPO due to cost considerations, or simply because they do not have the expertise to deal with certain aspects of business. Many companies have come under criticism for using BPO to cut costs, especially in regards to call centers. Companies in western countries, particularly the United States, are finding that countries like India offer the services they need at an excellent price. This is due to the fact that many of these countries have a well educated labor pool, high unemployment rates and a low cost of living. In India, which had approximately 63% of the offshore
BPO market in 2006, labor is cheap, and employees are sometimes better educated than higher-paid workers in the US. Many opponents of BPO lament the fact that western workers are losing jobs to foreigners faster than they are being replaced. While many companies are improving their bottom line by outsourcing, they are facing harsh criticism by consumers for the decline in quality of customer service. Employees may find an outsourced human resources department less accessible than an in-house one. Although BPO may be profitable now, consumer and employee backlash coupled with government restrictions or taxation on the practice may reduce its popularity.
INDUSTRY SIZE India has revenues of US$10.9 billion from offshore BPO and US$30 billion from IT and total BPO (expected in FY 2008). India thus has some 5-6% share of the total BPO Industry, but a commanding 63% share of the offshore component. This 63% is a drop from the 70% offshore share that India enjoyed last year: despite the industry growing 38% in India last year, other locations like Philippines, and South Africa have emerged to take a share of the market China is also trying to grow from a very small base in this industry. However,
while the BPO industry is expected to continue to grow in India, its market share of the offshore piece is expected to decline. Important center
in
India are Bangalore, Hyderabad, Chennai, Kolkata,
Mumbai, Pune, Patna and New Delhi. The top five Indian BPO exporters for 2009-2010 according to NASSCOM are Genpact, TCS BPO,WNS Global Services, Wipro BPO, and Aegis Ltd..
BENEFITS AND LIMITATIONS An advantage of BPO is the way in which it helps to increase a company’s flexibility. However, several sources have different ways in which they perceive organizational flexibility. Therefore business process outsourcing enhances the flexibility of an organization in different ways. Most services provided by BPO vendors are offered on a fee-for-service basis. This can help a company becoming more flexible by transforming fixed into variable costs. A variable cost structure helps a company responding to changes in required capacity and does not require a company to invest in assets, thereby making the company more flexible. Outsourcing may provide a firm with increased flexibility in its resource management and may reduce response times to major environmental changes. Another way in which BPO contributes to a company’s flexibility is that a company is able to focus on its core competencies, without being burdened by the demands of bureaucratic restraints. Key employees are herewith released from performing non-core or administrative processes and can invest more time and energy in building the firm’s core businesses. The key lies in knowing which of the main value drivers to focus on – customer
intimacy, product leadership, or operational excellence. Focusing more on one of these drivers may help a company create a competitive edge. A third way in which BPO increases organizational flexibility is by increasing the speed of business processes. Supply chain management with the effective use of supply chain partners and business process outsourcing increases the speed of several business processes, such as the throughput in the case of a manufacturing company. Finally, flexibility is seen as a stage in the organizational life cycle: A company can maintain growth goals while avoiding standard business bottlenecks. BPO therefore allows firms to retain their entrepreneurial speed and agility, which they would otherwise sacrifice in order to become efficient as they expanded. It avoids a premature internal transition from its informal entrepreneurial phase to a more bureaucratic mode of operation. A company may be able to grow at a faster pace as it will be less constrained by large capital expenditures for people or equipment that may take years to amortize, may become outdated or turn out to be a poor match for the company over time. Although the above-mentioned arguments favor the view that BPO increases the flexibility of organizations, management needs to be careful with the
implementation of it as there are issues, which work against these advantages. Among problems, which arise in practice are: A failure to meet service levels, unclear contractual issues, changing requirements and unforeseen charges, and a dependence on the BPO which reduces flexibility. Consequently, these challenges need to be considered before a company decides to engage in business process outsourcing. A further issue is that in many cases there is little that differentiates the BPO providers other than size. They often provide similar services, have similar geographic footprints, leverage similar technology stacks, and have similar Quality Improvement approaches.
THREATS Risk is the major drawback with Business Process Outsourcing. Outsourcing of an Information System, for example, can cause security risks both from a communication and from a privacy perspective. For example, security of North American or European company data is more difficult to maintain when accessed or controlled in the Sub-Continent. From a knowledge perspective, a changing attitude in employees, underestimation of running
costs and the major risk of losing independence, outsourcing leads to a different relationship between an organization and its contractor. Risks and threats of outsourcing must therefore be managed, to achieve any benefits. In order to manage outsourcing in a structured way, maximizing positive outcome, minimizing risks and avoiding any threats, a Business continuity management (BCM) model is set up. BCM consists of a set of steps, to successfully identify, manage and control the business processes that
are,
or
can
be
outsourced.
Another framework, more focused on the identification process of potential outsourcing able Information Systems, identified as AHP, is explained. L. Willcocks, M. Lacity and G. Fitzgerald identify several contracting problems companies face, ranging from unclear contract formatting, to a lack of understanding of technical IT- processes.
What is the difference between a call centre and a BPO organization A Business Process Outsourcing (BPO) organization is responsible for performing a process or a part of a process of another business organization; outsourcing is done to save on costs or gain in productivity. A call centre performs that part of a client's business which involves handling telephone calls. A call centre, for example, might handle customer complaints coming in over a telephone. 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
Why Outsourcing from India? The Business Process Outsourcing (BPO) industry in India has been growing 70 percent a year and is now worth $1.6 billion, employing 100,000
people. And as McKinsey analysts put it, BPO has to grow only 27% till 2008 to deliver $17 billion in revenue and employment of a million people. We offer customized business data processing services that match international standards in terms of precision and timely execution. The organization has experience in processing large volumes of data required by major corporate and government organizations. Our various BPO / IT enabled services includes the following: ¤ BPO Services ¤ IT Enabled Services ¤ Transcription Services ¤ Content Development ¤ Data Conversion ¤ Data Entry ¤ Data Processing ¤ Knowledge Management Services ¤ Inventory and logistics information Services
¤ Accounting and Reconciliation Services ¤ Electronic Publishing ¤ Quality Audits ¤ Benefits Administration ¤ Payroll Processing ¤ Data Transcription Services ¤ CRM services
Why is the BPO attrition rate so high? That the Indian BPO companies suffer from the chronic problem of a high attrition rate is a given. The question is why is the rate so high? And what can we do about it. The Organization recently completed its 2008 "BPO Sector Special Survey," which attempts to answer these questions. The study focused on the compensation and benefits of almost 39,000 Indian jobs in the BPO sector. The Key findings of the study were: -- The salary structure is not competitive in BPO firms as compared to the rest of the Indian market. -- The short-term variable component was just 4% last year while the rest of India's workers enjoyed 10%. Such a low figure does not give any scope in creating incentive programs to encourage employees to work harder or stay at the Organization. -- The attrition rate at BPOs last year was 23.5% compared to 15% in the general market. -- The benefits package mainly focused on retirement benefits, which clearly does not mean much of an incentive for a 20 year old. The employee gets the money at age 60. So retirement benefits like PF do not encourage employees to stay at one company.
Organization stated that companies need to learn from the findings of the study and create more realistic pay policies and more aligned to the employee expectations. Companies need to focus on the take-home pay and offer a higher rate if performance-based incentives if they hope to retain talent. The study also suggested innovative options like stock options or deferred and retention bonuses if money was tight. The need for a more focused approach to career planning was also clearly highlighted. Employees will stay longer when they see that they can move up to a better job at the same company. The report suggested sponsoring post-graduate education programs for employees and this in turn will “lock” the employee into the Organization. Other findings of the study were: -- Many BPO workers use the money they earn to fund a post-graduate degree. -- The BPO work is attractive to younger workers giving them a new-found freedom and a unique lifestyle. -- Many of the jobs are monotonous. The Organization suggests crosstraining employees in other processes to provide a respite.
Key To success The key to success in ramping up talent in a BPO environment is a rapid training module. The training component has to be seen as an important subprocess, requiring constant re-engineering. Business Process Outsourcing: The Top Rankers WNS has emerged as the top BPO in India, pushing Wipro Spectra mind to the second position, according to a survey done by NASSCOM. The basis of ranking is the revenues generated by the BPO companies in 2003-04, as per US GAAP. A list of top fifteen BPO companies in India is given below. WNS Group Wipro Spectra mind Daksh e-Services Convergys HCL Technologies Zenta ICICI Onesource MphasiS EXL Tracmail GTL Ltd. Customer HTMT 24/7 Customer Sutherland Technologies The parameters for the survey was: Employee Size (Operation level executives) Percentage of last salary hike Cost to company Overall Satisfaction Score
Composite Satisfaction Company Culture Job Content / Growth Training Salary and Compensation Appraisal System People Preferred Company: (Percentage of respondents of a company who named their own company as the preferred one), Dream Company: (Percentage of respondents in the total sample who preferred a particular company). Employee Benefits Provided By Majority Of the BPO Companies Provident Fund: As per the statutory guidelines, the employee is required to contribute a percentage of his basic salary and DA to a common fund. The employer for this fund contributes as well. The employee can use the amount deposited in this fund for various personal purposes such as purchase of a new house, marriage etc.
Gratuity: Gratuity is one of the retrial benefits given to the employee in which the employer every year contributes a particular amount. The fund created can be used by the employee for the purpose of long-term investment in various things such as a house etc. Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy in case of female employees or spouse of male employees. All employees and their dependent family members are eligible. Dependent family members include spouse, non-earning parents and children above three months. Personal Accident Insurance Scheme: This scheme is to provide adequate insurance coverage for Hospitalization expenses arising out of injuries sustained in an accident. Subsidized Food and Transportation: The organizations provide transportation facility to all the employees from home till office at subsidized rates. The lunch provided is also subsidized. Company Leased Accommodation: Some of the companies provide shared accommodation for all the out station employees, in fact some of the BPO companies also undertakes to pay electricity/water bills as well as the
Society charges for the shared accommodation. The purpose is to provide to the employees to lead a more comfortable work life balance. Recreation, Cafeteria, ATM and Concierge facilities: The recreation facilities include pool tables, chess tables and coffee bars. Companies also have well equipped gyms, personal trainers and showers at facilities. Corporate Credit Card: The main purpose of the corporate credit card is enable the timely and efficient payment of official expenses which the employees undertake for purposes such as travel related expenses like Hotel bills, Air tickets etc Cellular Phone / Laptop: Cellular phone and / or Laptop is provided to the employees on the basis of business need. The employee is responsible for the maintenance and safeguarding of the asset. Personal Health Care (Regular medical check-ups): Some of the BPOS provides the facility for extensive health check-up. For employees with above 40 years of age, the medical check-up can be done once a year. Loans: Many BPO companies provide loan facility on three different occasions: Employees are provided with financial assistance in case of a medical emergency. Employees are also provided with financial assistance
at the time of their wedding. And, the new recruits are provided with interest free loans to assist them in their initial settlement at the work location. Educational Benefits: Many BPO companies have this policy to develop the personality and knowledge level of their employees and hence reimburse the expenses incurred towards tuition fees, examination fees, and purchase of books subject, for pursuing MBA, and/or other management qualification at India’s top most Business Schools. Performance based incentives: In many BPO companies they have plans for, performance based incentive scheme. The parameters for calculation are process performance i.e. speed, accuracy and productivity of each process. The Pay for Performance can be as much as 22% of the salary. Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible work schedules and set out conditions for availing this provision. Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal life needs .The factors on which Flexi time is allowed to an employee include: Child or Parent care, Health situation, Maternity, Formal education program
Flexible Salary Benefits: Its main objective is to provide flexibility to the employees to plan a tax-effective compensation structure by balancing the monthly net income, yearly benefits and income tax payable. It is applicable of all the employees of the organization. The Salary consists of Basic, DA and Conveyance Allowance. The Flexible Benefit Plan consists of: House Rent Allowance, Leave Travel Assistance, Medical Reimbursement, special Allowance Regular Get together and other cultural programs: The companies organizes cultural program as and when possible but most of the times, once in a quarter, in which all the employees are given an opportunity to display their talents in dramatics, singing, acting, dancing etc. Apart from that the organizations also conduct various sports programs such as Cricket, football, etc and regularly play matches with the teams of other organizations and colleges. Wedding Day Gift: Employee is given a gift voucher of Rs. 2000/- to Rs. 7000/- based on their level in the organization. Employee Referral Scheme: In several companies employee referral scheme is implemented to encourage employees to refer friends and relatives for employment in the organization.
Paid Days of Maternity Leave Employee Stock Option Plan In spite of all these benefits, the attrition rate in BPO industry is very high, why? What is the reason for an employee to leave? These and many more are the questions that need immediate attention from the industrial gurus.
Why people prefer to join BPOs? In general a person with any graduation can join any of the BPO. Some BPOs like to take people with MBA but then again the specialization are of an individual hardly makes any difference. Again, this is the industry; where there is no reference checks and very often people do not even specify there exact age. Lets me share with you some of the reasons as why people prefer to join a BPO: Did not get a better job. Find nothing better to do. Education level does not matter Good work environment Good Benefits Flexibility of time Attractive life style Transport facility
Why people leave the BPOs? When there are so many benefits associated with BPO industry. when there is so many privileges for the BPO employees than what makes them to change the company/industry?? Is it only MONEY that matters or anything else as well?? Here are some of the reasons for a BPO professional to change his/her job. No growth opportunity/lack of promotion For higher Salary For Higher education Misguidance by the company Policies and procedures are not conducive No personal life Physical strains Uneasy relationship with peers or managers What they have to say? With so much of uncertainty in the market People are trying their best to stop or to at least have a control on the attrition rate Let me share with you the opinion of the real gurus of the industry. "Training is a very important aspect of the ITES-BPO industry"- Mr. Arjun Vaznaik, COO, Tracmail
Career growth in the industry is robust and there is a long-term opportunity. The great growth momentum that the industry is witnessing is creating both vertical and lateral career opportunities. There also exists enough growth opportunities in the middle-management and supervisory level within the industry". - Aadesh Goyal, Executive Vice President & GM, Hughes BPO Services "It will not be possible for the industry to arrive at a blanket agreement on poaching but bilateral agreements between companies are being signed. Basic norms are being put in place and code of ethics is being stressed upon by industry players within the sector with respect to HR practices. We are encouraging companies to adopt responsible behavior in order to ensure that the industry does not become a victim of its own actions. Industry needs to go aggressive but not cannibalistic." - Mr. Suren Singh Rasaily, Senior Vice President, NIIT Ltd. and Head Plantworkz,
COMPANY PROFILE
ABOUT GLOBUS
HISTORY Launched in January 1998, Organization is part of the Rajan Raheja group. The company opened its first store at Indore in 1999, followed by the launch of its second store in Chennai (T-Nagar). Soon to follow was another store in Chennai located in Adyar. The flagship store in Mumbai opened on 1st November 2001 followed by a swanky new outlet in New Delhi in South Extension Part-2.
The sixth & seventh stores opened in Bangalore in Koramangala & Richmond Road respectively. The eighth store opened in Ghaziabad at Shipra Mall and was followed by the ninth at Kalaghoda in Mumbai; tenth in Thane and eleventh in Ghaziabad. The twelfth, thirteenth, fourteenth stores opened in Kanpur, Ahmedabad and Lucknow respectively.
Recently Organization has opened its Store in Indore, Aurangabad and the journey continues...
INFRASTRUCTURE Organization Stores Pvt. Ltd. was formed to contribute to the revolution sweeping the Indian retail industry. Organization promises to bring about a perceptible change in the way apparel and lifestyle retailing is carried out. Towards this end, we have brought in modern international technology and made heavy investments in investing and acquiring the best, tried and tested processes and procedures of operation.
FUTURE Organization combines state-of-the-art international information technology, the highest quality of human resources and sustained financial commitment to realize its long term vision. We are rapidly expanding and our target is to have an additional 100 fashion stores by the end of 2012.
PRIVELEGE CLUB Welcome to Organization Privilege Club, a place where the employee comes first and employee delight is a priority. At Organization, we believe that shopping should not just be a pleasant experience but also a rewarding one, which is why we have the Organization Privilege Club. The club is a token of appreciation to valued employees like you. The Organization Privilege Club card is as much a reflection of your good taste, as it is a gateway to exclusive privileges.
GIFT VOUCHERS Make gifting simple with Organization. Gift your near and dear ones a Organization gift voucher, available in many flexible denominations. When you give someone Organization Gift Vouchers you give them exactly what they want. When it comes to birthdays, anniversaries and special celebrations, this is one gift that's guaranteed to please. Organization Gift Vouchers are redeemable against any purchase made in the store. There is no charge/tax on purchase of gift vouchers. For instance; if you want to buy gift vouchers for Rs.1001, you need to tender Rs.1001 only and you can buy anything worth Rs.1001 from any Organization stores.
Organization Gift Vouchers are available in denominations of Rs.101, Rs.251, Rs.501 & Rs.1001. However, you can also decide on your own denomination. Just contact the service desk at any Organization Stores and give the most thoughtful gift of all. For corporate/bulk inquiries contact
CARD REWARDS AND PRIVILEGES
With Organization Privilege Club earning rewards is simple and easy. As you accumulate purchases you will earn Organization Gift Vouchers (GV)
Cumulative Purchase
Purchase of goods worth (Rs.)
5,000/-
GV worth 100/-
10,000/-
GV worth 100/-
15,000/-
GV worth 150/-
25,000/-
GV worth 300/-
50,000/-
GV worth 650/-
1,00,000/-
GV worth 2000/-
Purchase of goods worth
Validity
Cards Temporary
Automatic renewal on (Rs.)
(Months)
500
3
Upgrade to OrganizationSilver Card on cumulative purchase of
`2,000 in 3 months Cumulative purchase of `10,000 Silver
2,000
24 in 24 months Cumulative purchase of `15,000
Silver
15,000
12 in 12 months
Privileges
Silver Card
Gold Card
Validity at all OrganizationStores
Yes
Yes
New product launch privileges
Yes
Yes
Birthday Discount
Yes
Yes
Exclusive shopping day for end of season sale
Yes
Yes
Regular Updates: Sale & In Store Promotion
Yes
Yes
Automatic membership renewal
Yes
Yes
Special tie-ups*
Yes
Yes
Free home delivery of altered merchandise
Yes
Reserved car parking*
Yes
Special counters*
Yes
Complimentary soft drinks*
Yes
Free card in case of loss/damage
Yes
For more information kindly contact our dedicated Organization Privilege Club desk for your assistance at each of the stores. Valid at selected stores only/Offer may change from time to time with out prior notice.
REMEMBER: CARD USAGE NORMS Validate your card by signing on the reverse as soon as it is received. Usage of the card indicates acceptance of terms and conditions of the Organization Privilege Club Membership. Flash your Organization Privilege Club card for availing of benefits at Organization our program partners. Organization Privilege Club Cards are not Credit Cards and remain the property of Organization all times and must be produced/ returned on request. All rights to ownership and usage of the Card rest with Organization. Report loss of card at our employee service desk. Duplicate Cards will be issued at a nominal cost of 100 Inform of any change in your address/ telephone numbers/e-mail at the Employee Service Desk.
EXCLUSIVE OFFERS
Organization in a mission to revolutionize fashion and become an iconic youth fashion brand in India. We aim at creating a deep connection with the Indian youth with inspiring product designs, signature store experiences and compelling marketing.
Organization will undoubtedly bring unique fashion products; spawn haute trends and provide powerful inspiration to its young employees to experiment further and make individual style statements. Energized by this mission, a dynamic team of passionate employees and business partners is constantly evolving and innovating with a view to delight the consumer.
Youth Fashion Brand The spirit of the youth can be captured with three words - vibrant, maverick and expressive. Organizations exactly that. Our vibrant and maverick designs are not just creating fashion trends, but more importantly, helping our employees express themselves. The entire fashion range comprises of apparel for men, women, kids as well as accessories at amazing prices. The range spans across occasions: work wear, campus wear, club and lounge dressing; and genres: Western, Indian and mix-n-match. Well researched sizing ensures a good fit for the Indian silhouettes.
Eye candy fashion F21 is an accessible hi-fashion brand, offering high-quality apparel. F21 the edgy fashion brand - is designed to appeal to the more experimental and adventurous consumers who seek cutting edge fashion. Styling and fabric innovations help F21 offer high end fashion at prices which are affordable to young consumers. From casual wear to club wear, F21 promises consumers attention unlimited.
THE ORGANIZATIONDESIGN HUB
The heart of our business lies in the creative workplace of our Organization: Organization Design Hub. It has been recently launched in July'07 in Andheri, Mumbai and is in the nascent stages of becoming the leading design talent floor. It is the most well-equipped design studio in India in current times.
COLLECTIONS MEN'S COLLECTION
WOMEN'S COLLECTION
GLOBUS LAUNCHES IN INDORE
OBJECTIVE OF THE STUDY
• To get an insight knowledge about attrition rate. •
To
understand
the
attribute
the
process
followed
in
ORGANIZATION. • To evaluate employee feedback on recruitment procedure in the companies.
SCOPE OF THE STUDY
The project “EMPLOYEES ATTRITION RATE IN BPO SECTOR IN LUCKNOW” is undertaken to understand the concept of recruitment in ORGANIZATION Lucknow.
This project sees how effective Attrition rate in BPO Sector at an organization is.
LIMITATIONS • Maximum effort was made to collect the data from each employee but some of them were not able to give their responses because of their busy schedule. • Sometimes the right person was not at the place so it was difficult to get any information related with my project. • Sometimes some respondents were not in full mood to give the responses so some of the answers may not be exact.
RESEARCH METHODOLOGY
Research Theory
The marketing research has been defined by so many different authors in so many different ways. The American Marketing Association defines marketing research as follows: “Marketing Research is the function which links the consumers, employees and public to the market through the information – information used to intensify and defines marketing opportunities and problems, generate, refine and evaluate marketing actions, monitor marketing performance and improved understanding of marketing as a process.” Marketing research specifies the information required to address these issues; designs made for collecting the information’s; manages and implements the data collection process; analyses the results; and communicates the findings and their implications. Several characteristics of modern business encourage the use marketing research business. Marketing research is used during different phases of administrative process: 1. Setting goals and establishing strategies.
2. Developing a marketing plan. 3. Putting the plan into action. 4. Evaluating the plan’s effectiveness. Sampling When fields study are undertaken in practical life, consideration of time and cost almost invariably lead to a selection of respondents, i.e., selection of only few items. The respondents selected should be representative of the total population as possible in order to produce a miniature cross section. The selected respondents constitute a ‘Sample’ and the selection procedure is called ‘Sampling Technique’. The survey so conducted is known as ‘Sample Survey’.
It should represent not only the total population characteristics but also the various sub classes of the population. The validity of findings would also depend upon how people willingly and correctly report of their opinion, attitude, preferences, and favorableness.
Different Types of Sample Design
There are different types of sample designs based on two factors, i.e., the representation basis and the element selection technique. On representation basis, the sample may be probability sampling or it may be non-probability sampling. On element selection basis, the sample may be either unrestricted selection technique or restricted selection technique. Thus, the sample designs are basically of two types, i.e., non-probability sampling and probability sampling.
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Steps in Sampling Design While developing a sampling design, the researcher must pay attention to the following points: 1.
Type of Universe - The first step in developing any sample design is to clearly define the set of objects, technically called the ‘universe’. The universe can be finite or infinite. In finite universe the number of items is certain, but in case of infinite universe the
number of items is infinite, i.e., we cannot have any idea about the total number of items. 2. Sampling Unit – A decision has to be taken concerning a sampling unit before selecting sample, sampling unit may be geographical one such as state, district, village etc., or a construction unit such as house, flat, etc., or it may be a social unit such as family, club, school etc., or it may be an individual. 3. Source list – It is also known as “sampling frame” from which sample is to be drawn. It contains the names of all items of the universe (in case of finite universe only). If source list is not available researcher has to prepare it. It is extremely important for source list to be representative of the population as possible. 4. Size of Sample – This refers to the number of items to be selected from the universe to constitute a sample. The size of sample should neither be extremely large, nor too small. It should be optimum. An optimum sample is one, which fulfills the requirements of efficiency, representativeness, reliability and flexibility. 5. Parameters of Interest – In determining the sample design, one must consider the question of the specific population parameters, which are of interest. There may also be important sub groups in the
population about whom we like to make estimates. All this has strong impact upon the sample design we would accept. 6. Budgetary Constraint – Cost considerations, from practical point of view, have a major impact upon decisions relating to not only the size of the sample but also to the type of sample. 7. Sampling Procedure – Finally, the researcher must decide the type of sample he will use i.e., he must decide about the technique to be used in selecting the items for the sample. There are several sample designs. Obviously, he must select that design which, for given sample size and for a given cost, has smaller sampling errors.
Data Collection
Types of Data and Methods of Data Collection The most important part of any research is collection of data. The task of data collection begins after the research problem has been defined. While deciding about the method of data collection to be used for the study, the researcher should keep in mind that the data are of two types: Primary Data: Primary may be described as those data that have been observed and recorded by the researchers for the first time to their knowledge, and thus happen to be original in character. Secondary Data: Secondary data are statistics not gathered for the immediate study at hand but for some other purposes.
Research Design There are three types of research • Exploratory Research • Descriptive Research • Casual Research I have used "Exploratory research design” The basis of my research was primary data which I collected from 50
peoples i.e. sample size in the service centre through “Questionnaire”.
Main Aspects While Preparing Questionnaire
Questionnaire is often considered as the heart of survey operation. It is the method of obtaining specific information about a defined problem so that the data, after analysis and interpretation, results in better appreciation of the problem. Hence great care has to be taken in constructing it. This requires studying main aspects of the questionnaire: 1.
Form of the Questionnaire: mainly the general form of the questionnaire is concerned it can be either structured or unstructured. The questionnaire preferred by me was structural in nature I preferred this format because all the questions were definite, concrete, and predetermined, comments in the respondents own words was held to be minimum.
2.
Determine the Type of Question to use: Before working on the wording of each question, they must decide on type of question to use. There are three main types of questions from least structured to most structured are: • Open Questions • Multiple questions
• Dichotomous. 3.
Deciding on Wordings of Question: Wordings of each question should be thoroughly examined. Following points should be kept in
mind while preparing questionnaire: •
Define the issue
•
Should the question be subjective or objective
•
Positive or negative statement
•
Use simple words
•
Avoid ambiguous questions
•
Avoid leading questions
4. Decide on Question Sequence: Once the wording has been determined. it is necessary to set them up in some order. The sequence can influence the results obtained. A questionnaire has three major sections: •
Basic information
•
Classical information
•
Identification Information
I paid proper attention to the wordings of question as well as on the sequence of the questions since reliable and meaningful returns depend on it, to the large extent. The important steps that I took in choosing the words are
as follows: •
Simple words, which are familiar to all the respondents,
were employed. •
Words with ambiguous meanings were avoided.
•
Danger words catch words or words with emotional
connotations were also avoided. •
Caution was exercised in the use of phrases, which
reflect upon the prestige of respondent.
Data Analysis
1.
The Organization helps the employees learn new skill and jobs.
S.No.
Topic
Percentage (%)
1
Strongly disagree
30
2
Disagree
20
3
Undecided
10
4
Agree
30
5
Strongly Agree
10
2. The relationship between the senior and junior employees is cordial.
S.No.
Topic
Percentage (%)
1
Strongly disagree
20
2
Disagree
30
3
Undecided
20
4
Agree
20
5
Strongly Agree
10
3. Is your company providing counseling facilities to employees for career plan growth?
S.No.
Topic
Percentage (%)
1
Strongly disagree
15
2
Disagree
20
3
Undecided
15
4
Agree
30
5
Strongly Agree
20
4. The criteria for promotion and pay policy are not properly communicated to the employees.
S.No.
Topic
Percentage (%)
1
Strongly disagree
30
2
Disagree
20
3
Undecided
10
4
Agree
20
5
Strongly Agree
20
5. If I am called on a holiday, I get a compensatory leave. S.No.
Topic
Percentage (%)
1
Strongly disagree
10
2
Disagree
20
3
Undecided
10
4
Agree
20
5
Strongly Agree
40
6. You enjoy doing all those repetitive jobs required for administrative purpose.
S.No.
Topic
Percentage (%)
1
Strongly disagree
20
2
Disagree
20
3
Undecided
30
4
Agree
20
5
Strongly Agree
10
7. Your effectiveness is based more on your competency and credibility than formal authority and positions. S.No.
Topic
Percentage (%)
1
Strongly disagree
10
2
Disagree
20
3
Undecided
10
4
Agree
30
5
Strongly Agree
30
8. You make it a point to spend time with your friends and family.
S.No.
Topic
Percentage (%)
1
Strongly disagree
20
2
Disagree
10
3
Undecided
20
4
Agree
25
5
Strongly Agree
25
9. Are you enjoying while leading a team and giving direction.
S.No.
Topic
Percentage (%)
1
Strongly disagree
10
2
Disagree
20
3
Undecided
25
4
Agree
25
5
Strongly Agree
20
10. You
will be professionally successful only if you remain a part of the
present Organization.
S.No.
Topic
Percentage (%)
1
Strongly disagree
20
2
Disagree
15
3
Undecided
15
4
Agree
25
5
Strongly Agree
25
11.My suggestion about various things at a work place are listened with attention and if possible implemented. S.No.
Topic
Percentage (%)
1
Strongly disagree
10
2
Disagree
20
3
Undecided
30
4
Agree
20
5
Strongly Agree
20
12.The working conditions for female staff member are satisfactory.
S.No.
Topic
Percentage (%)
1
Strongly disagree
10
2
Disagree
10
3
Undecided
15
4
Agree
35
5
Strongly Agree
30
13.Are you health conscious? S.No.
Topic
Percentage (%)
1
Strongly disagree
10
2
Disagree
20
3
Undecided
20
4
Agree
25
5
Strongly Agree
25
14.Industry got more job opportunity for educated youths.
S.No.
Topic
Percentage (%)
1
Strongly disagree
15
2
Disagree
25
3
Undecided
25
4
Agree
15
5
Strongly Agree
20
15.Are you satisfied by the appraisal techniques in your organization?
S.No.
Topic
Percentage (%)
1
Strongly disagree
10
2
Disagree
15
3
Undecided
15
4
Agree
20
5
Strongly Agree
20
Finding
Findings
1. In my analysis the performance of Organization is varying from area to are because of its employee attrition rate is so higher and many other companies.
2. In my analysis around more then 70% people says that Organization attrition rate service is good in BPO sector and rest are people says no comment.
3. Organization provided its service to its employee when ever they need and also where ever the need with the help of employee attrition rates.
Conclusion
Conclusion This is a descriptive report on BPO industry. I have tried to cover almost everything related to the industry. I like to have your opinion about the same. Even at the end of this comprehensive report, my concerns are related to development of employees in BPO, controlling attrition rate in BPO, can we have some standard industrial compensation package/ break-ups?
Recommendation
Recommendation
During the survey I come to know about some short coming of Organization. This shortcoming can be removed with the help of following suggestion and help Organization.
1.
Promotional program conducted the company should be on large scale for the employee with improved visual aids.
2.
Company should increase the personal contact with the employee because they have some problems that can be solved by the Organization staff only.
3.
For youngsters Organization should provide some free services.
4.
Organization should appoint few more celebrities for advertisement.
Limitations
Limitations 1. Most of the employees were so furious that they refused to part with
any information. 2. Forms distributed to the respondents could not be completed by them due to lack of time and interest.
3.
Many responses were incomplete, if considered those could have skewed the actual findings and results of the survey
4. Some respondent filled the form without showing any interest . 5. Some respondent gave negative response
Bibliography
Bibliography WEBSITES www.bpoindia.org www.bpowatchindia.com www.bpovoice.com
BOOKS :
Business Process Outsourcing - Sage Publications, 2009 Anandkumar, V.
Knowledge Process Outsourcing - By Shanti N M, 2010- Kumar Naveen.
Research Methodology “Kothari C.R.”
Annexure
QUESTIONNAIRE 1. Your name_____________________________________________________ 2. Name of Organization__________________________________________ 3. Your designation_________________________________________________ 4. Age________________________ 5. Sex________________________ 6. Marital status________________________ 7. Academic or professional qualifications__________________________________
Please rate how strongly you agree or disagree with each of the following statement by placing a check mark in the appropriate box. 15. Strongly disagree 16. Disagree 17. Undecided 18. Agree 19. Strongly agree
STATEMENTS S.No
1
2
3
4
5
1.
The Organization helps the employees learn new skill
2.
and jobs. The relationship
3.
employees is cordial. Is your company providing counseling facilities to
4.
employees for career plan growth? The criteria for promotion and pay policy are not
5. 6.
properly communicated to the employees. If I am called on a holiday, I get a compensatory leave. You enjoy doing all those repetitive jobs required for
7.
administrative purpose. Your effectiveness is based more on your competency
8.
and credibility than formal authority and positions. You make it a point to spend time with your friends and
9.
family. Are you enjoying while leading a team and giving
10.
direction. You will be professionally successful only if you remain
11.
a part of the present Organization. My suggestion about various things at a work place are
12.
listened with attention and if possible implemented. The working conditions for female staff member are
13. 14. 15.
satisfactory. Are you health conscious? Industry got more job opportunity for educated youths. Are you satisfied by the appraisal techniques in your Organization.
between
the senior and junior
