A PROJECT REPORT ON

RECRUITMENT AND SELECTION

PROCESS AT TATA TELESERVICES

LTD (TATA DOCOMO)

SUBMITED

To

THE UNIVERSITY OF MUMBAI

For MASTER OF COMMERCE

SEMESTER-I

BY

Mr. Jigar.M.Raval BUS.MGMT M.Com - I

(Name of the student) (Course) (Class)

ACKNOWLEDGEMENT

It is the greatest pleasure that we present our first venture in real life application of computing

in the form of project work. We express our gratitude to all those who helped us directly or

indirectly to make this project.

We owe our sincere thanks to Principal Mr. M.R. Nair; project co-coordinator Prof. Sandhya

Parashar for their help and support to complete this task to perfection.

We are also thankful to the M.com. Staff of „MODEL COLLEGE‟ who showed faith in us

and also provided us necessary information from time to time.

We would also like to thanks our classmates and friends for there inestimable suggestion and

also acting as indelible source of guidance throughout the project.

JIGAR.M.RAVAL

DECLARATION

I, JIGAR MAHESH RAVAL, Roll No:-152,STUDENT OF M.COM.-I

(MANAGEMENT) IN MODEL COLLEGE HERE BY DECLARE THAT I HAVE

COMPLETED THIS PROJECT ON “RECRUITMENT AND SELECTION PROCESS AT

TATA TELESERVICES LTD (TATA DOCOMO)” DURING THE YEAR ACADEMIC

YEAR 2012-13.

THE INFORMATION SUBMITTED IS TRUE AND ORIGINAL TO THE BEST OF MY

KNOWLEDGE.

JIGAR.M.RAVAL

INDEX

Sr. No. Contents Page No.

1 Introduction 5

2 Executive Summary 10

3 Recruitment and selection

Theory

11

4 Recruitment and Selection

Process at Tata

Teleservices Ltd

19

5 Evaluation of Candidate 27

6 Findings from Study 30

7 Recommendations &

Conclusion

32

8 Questionnaire 33

9 Annexure 36

10 Bibliography 38

Introduction To TATA Group Tata group believes in Leadership with Trust. Tata companies operate in seven business

sectors: communications and information technology, engineering, materials, services,

energy, consumer products and chemicals. They are, by and large, based in India and have

significant international operations. The total revenue of Tata companies, taken together, was

$70.8 billion (around Rs325,334 crore) in 2008-09, with 64.7 per cent of this coming from

business outside India, and they employ around 357,000 people worldwide. The Tata name

has been respected in India for 140 years for its adherence to strong values and business

ethics.

Every Tata company or enterprise operates independently. Each of these companies has its

own board of directors and shareholders, to whom it is answerable. There are 28 publicly

listed Tata enterprises and they have a combined market capitalization of some $60 billion,

and a shareholder base of 3.5 million. The major Tata companies are Tata Steel, Tata Motors,

Tata Consultancy Services (TCS), Tata Power, Tata Chemicals, Tata Tea, Indian Hotels and

Tata Communications.

Tata Steel became the sixth largest steel maker in the world after it acquired Corus. Tata

Motors is among the top five commercial vehicle manufacturers in the world and has recently

acquired Jaguar and Land Rover. TCS is a leading global software company, with delivery

centers in the US, UK, Hungary, Brazil, Uruguay and China, besides India. Tata Tea is the

second largest branded tea company in the world, through its UK-based subsidiary Tetley.

Tata Chemicals is the world‟s second largest manufacturer of soda ash and Tata

Communications is one of the world‟s largest wholesale voice carriers.

Founded by Jamsetji Tata in 1868, Tata‟s early years were inspired by the spirit of

nationalism. Tata companies have always believed in returning wealth to the society they

serve. Two-thirds of the equity of Tata Sons, the Tata promoter company, is held by

philanthropic trusts that have created national institutions for science and technology, medical

research, social studies and the performing arts. The trusts also provide aid and assistance to

non-government organizations working in the areas of education, healthcare and livelihoods.

Tata companies also extend social welfare activities to communities around their industrial

units. The combined development-related expenditure of the trusts and the companies

amounts to around 4 per cent of the net profits of all the Tata companies taken together.

Ratan N Tata has been the Chairman of Tata Sons, the promoter company of the Tata group,

since 1991. He is also the Chairman of the major Tata companies, including Tata Motors,

Tata Steel, Tata Consultancy Services, Tata Power, Tata Tea, Tata Chemicals, Indian Hotels

and Tata Teleservices. During his tenure, the group‟s revenues have grown nearly 13-fold.

Mr. Tata also serves on the board of directors of Fiat SpA and Alcoa. He is also on the

international advisory boards of Mitsubishi Corporation, the American International Group,

JP Morgan Chase and Rolls Royce.

Mr. Tata is associated with various organizations in India and overseas. He is the Chairman

of two of the largest private-sector-promoted philanthropic trusts in India. He is a member of

the Prime Minister‟s Council on Trade and Industry, the National Hydrogen Energy Board,

and the National Manufacturing Competitiveness Council. He is the president of the Court of

the Indian Institute of Science and Chairman of the Council of management of the Tata

Institute of Fundamental Research. He also serves on the UK Prime Minister‟s Business

Council for Britain and the International Advisory Council of Singapore‟s Economic

Development Board. He is also a member of the Global Business Council on HIV / Aids and

the Programme Board of the Bill and Melinda Gates Foundation‟s India Aids initiative.

Mr. Tata joined the Tata group in 1962. After serving in various companies, he was appointed

director-in-charge of The National Radio and Electronics Company in 1971. In 1981 he was

named Chairman of Tata Industries; the group‟s other promoter company.

Mr. Tata received a BS degree in architecture from Cornell in 1962. He worked briefly with

Jones and Emmons in Los Angeles before returning to India in late 1962. He completed the

Advanced Management Program at Harvard Business School in 1975.

The Government of India honoured Mr Tata with its second-highest civilian award, the

Padma Vibhushan, in 2008. He has also received honorary doctorates from Ohio State

University, the Asian Institute of Technology, the University of Warwick and the Indian

Institutes of Technology of Kharagpur and Madras, and an honorary fellowship from the

London School of Economics.

TATA Teleservices Ltd

Tata Teleservices Limited spearheads the Tata Group's presence in the telecom sector. The

Tata Group had revenues of around US $75 billion in financial year 2008-09, and includes

over 90 companies, over 350,000 employees worldwide and more than 3.5 million

shareholders.

Incorporated in 1996, Tata Teleservices Limited is the pioneer of the CDMA 1x technology

platform in India. It has embarked on a growth path since the acquisition of Hughes Tele.com

(India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002. It

launched mobile operations in January 2005 under the brand Tata Indicom and today enjoys a

pan-India presence through existing operations in all of India's 22 telecom Circles. The

company is also the market leader in the fixed wireless telephony market with its brand

Walky. The company has recently introduced the brand Photon to provide a variety of

options for wireless mobile broadband access.

Tata Teleservices Limited now also has a presence in the GSM space, through its joint

venture with NTT DOCOMO of Japan, and offers differentiated products and services under

the TATA DOCOMO brand name. TATA DOCOMO arises out of the Tata Group's strategic

alliance with Japanese telecom major NTT DOCOMO in November 2008. TATA DOCOMO

has received a pan-India license to operate GSM telecom services-and has also been allotted

spectrum in 18 telecom Circles. The company has rolled out GSM services in 14 of India's 22

telecom Circles in a quick span of under six months. The company plans to launch pan-India

operations by the end of FY 2009-10.

Today, Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Limited,

serves over 58 million customers in more than 410,000 towns and villages across the country,

with a bouquet of telephony services encompassing mobile services, wireless desktop phones,

public booth telephony, wire line services and enterprise solutions.

In December 2008, Tata Teleservices Limited announced a unique reverse equity swap

strategic agreement between its telecom tower subsidiary, Wireless TT Info-Services

Limited, and Quippo Telecom Infrastructure Limited-with the combined entity kicking off

operations in early 2009 with 18,000 towers, thereby becoming the largest independent entity

in this space-and with the highest tenancy ratios in the industry. The WTTIL-Quippo

combine is targeting over 50,000 towers by the end of FY 2010-11.

TATA DOCOMO

TATA DOCOMO is Tata Teleservices Limited's (TTSL) telecom service on the GSM

platform-arising out of the Tata Group's strategic alliance with Japanese telecom major NTT

DOCOMO in November 2008. Tata Teleservices has received a pan-India license to operate

GSM telecom services, under the brand TATA DOCOMO and has also been allotted

spectrum in 18 telecom Circles. TTSL and has already rolled out its services in various

circles.

The launch of the TATA DOCOMO brand marks a significant milestone in the Indian

telecom landscape, as it stands to redefine the very face of telecoms in India. Tokyo-based

NTT DOCOMO is one of the world's leading mobile operators-in the Japanese market, the

company is clearly the preferred mobile phone service provider in Japan with a 50 per cent

market share.

NTT DOCOMO has played a major role in the evolution of mobile telecommunications

through its development of cutting-edge technologies and services. Over the years,

technologists at DOCOMO have defined industry benchmarks like 3G technology, as also

products and services like the i-modeTM, mobile payment and a plethora of lifestyle-

enhancing applications. Today, while most of the rest of the industry is only beginning to talk

of LTE technology and its possible applications, DOCOMO has already started conducting

LTE trials in physical geographies, not just inside laboratories.

DOCOMO is also a global leader in the VAS (Value-Added Services) space, both in terms of

services and handset designs, particularly integrating services at the platform stage. The Tata

Group-NTT DOCOMO partnership will see offerings such as these being introduced in the

Indian market under the TATA DOCOMO brand.

TATA DOCOMO has also set up a 'Business and Technology Cooperation Committee,

comprising of senior personnel from both companies. The committee is responsible for the

identification of key areas where the two companies will work together. DOCOMO, the

world's leading mobile operator, will work closely with the Tata Teleservices Limited

management and provide know-how on helping the company develop its GSM business.

Despite being a late entrant, Tata Indicom, TTSL's CDMA brand, has already established its

presence and is the fastest-growing pan-India operator. Incorporated in 1996, Tata

Teleservices Limited is the pioneer of the CDMA 1x technology platform in India. Today,

Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Ltd, serves over 37

million customers in more than 320,000 towns and villages across the country offering a wide

range of telephony services including Mobile Services, Wireless Desktop Phones, Public

Booth Telephony and Wire-line Services.

ORGANIZATIONAL CHART OF TATA DOCOMO

COO

Marketing Head

Usage & revenue

Acquisiton

MARCOM

Sales Head

Zonal Manager

CSM

Commercial Head

Commercial manager

Finance Head

BFA

BAA

Business Cordinator

HR Head

Employee Engagement

Recruitment Operations

CSD Head

Customer care

Technology Head

Radio frequency

Core operations

HIERARCHY PYRAMID OF TATA DOCOMO

Senoir Vice president

Vice president

Assisstant Vice President

General manager

Deputy general manager

Senior Manager

Manager

Deputy manager

Assistant manager

Senior Executive

Executive

EXECUTIVE SUMMARY

In every organisation Employment & Personnel Planning as an activity is necessary because

Personnel planning embrace all future positions in the organizations. Human Resource

Planning is a vital ingredient for the success of the organisation in the long run. There are

certain ways that are to be followed by every organisation, which ensures that it has right

number and kind of people, at the right place and right time, so that organisation can achieve

its planned objective.

Human Resource Management is a process of acquiring, training, appraising, training, and

compensating employees and of attending to their labour relations, health, and safety and

fairness concerns. Each objective needs special attention and proper planning and

implementation.

Employees should be a vital part of the efficient and effective functioning of your business;

therefore the aim of recruitment is to encourage applications from people with the skills and

qualifications necessary to meet the organisations needs. Shortage of skills and the use of

new technology are putting considerable pressure on how employers go about recruiting and

selecting staff. It is recommended to carry out a strategic analysis of recruitment and

selection procedure. With reference to this context, this project is been prepared to put a light

on Recruitment and Selection process of Tata Teleservices.

This report includes Meaning and Definition of Recruitment and Selection, Objectives and

need of Recruitment, Evaluation of Recruitment Process, sources of recruitment through

which an Organisation gets suitable application. Job Analysis, which gives an idea about the

requirement of the job through which job descriptions & job specifications is prepared. Next

is Selection process, which includes steps of Selection, Types of Test and Interviews.

This project more emphasizes on Effectiveness of recruitment sources and whole process of

Recruitment and Selection at Tata Teleservices.

RECRUITMENT

Recruitment means to estimate the available vacancies and to make suitable arrangements

for their selection and appointment.

Recruitment is understood as the process of searching for and obtaining applicants for the

jobs, from among whom the right people can be selected.

A formal definition states, “It is the process of finding and attracting capable applicants for

the employment. The process begins when new recruits are sought and ends when their

applicants are submitted. The result is a pool of applicants from which new employees are

selected”. In this, the available vacancies are given wide publicity and suitable candidates are

encouraged to submit applications so as to have a pool of eligible candidates for scientific

selection.

In recruitment, information is collected from interested candidates. For this different source

such as newspaper advertisement, employment exchanges, internal promotion, etc. are used.

In the recruitment, a pool of eligible and interested candidates is created for selection of most

suitable candidates. Recruitment represents the first contact that a company makes with

potential employees.

Definition:

According to EDWIN FLIPPO, “Recruitment is the process of searching for prospective

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

Purpose and importance of Recruitment:

1. Determine the present and future requirements of the organization on conjunction

with its personnel-planning and job analysis activities.

2. Increase the pool of job candidates at minimum cost.

3. Help increase the success rate of the selection process by reducing the number of

visibly under qualified or overqualified job applicants.

4. Help reduce the probability that job applicants, once recruited and selected, will leave

the organization only after a short period of time.

5. Meet the organization‟s legal and social obligations regarding the composition of its

work force.

6. Begin identifying and preparing potential job applicants who will be appropriate

candidates.

7. Increase organizational and individual effectiveness in the short term and long term.

8. Evaluate the effectiveness of various recruiting techniques and sources for all types of

job applicants.

Recruitment is a positive function in which publicity is given to the jobs available in the

organization and interested candidates are encouraged to submit applications for the purpose

of selection.

Recruitment represents the first contact that a company makes with potential employees. It is

through recruitment that many individuals will come to know a company, and eventually

decided whether they wish to work for it. A well-planned and well-managed recruiting effort

will result in high quality applicants, whereas, a haphazard and piecemeal efforts will result

in mediocre ones.

Recruitment Process:

Manpower planning:

Manpower Planning which is also called as Human Resource Planning consists of putting

right number of people, right kind of people at the right place, right time, doing the right

things for which they are suited for the achievement of goals of the organization. Human

Resource Planning has got an important place in the arena of industrialization. Human

Resource Planning has to be a systems approach and is carried out in a set procedure. The

procedure is as follows:

Analyzing the current manpower inventory

Making future manpower forecasts

Developing employment programs

Design training programs

Analyzing the current manpower inventory:

Before a manager makes forecast of future manpower, the current manpower status has to be

analyzed. For this the following things have to be noted-

1. Type of organization

2. Number of departments

3. Number and quantity of such departments

4. Employees in these work units

Once these factors are registered by a manager, he goes for the future forecasting.

Making future manpower forecasts:

Once the factors affecting the future manpower forecasts are known, planning can be done

for the future manpower requirements in several work units.

The Manpower forecasting techniques commonly employed by the organizations are as

follows:

i. Expert Forecasts: This includes informal decisions, formal expert surveys and Delphi

technique.

ii. Trend Analysis: Manpower needs can be projected through extrapolation

(Projecting past trends), indexation (using base year as basis), and statistical analysis (central

tendency measure).

iii. Work Load Analysis: It is dependent upon the nature of work load in a department, in a

branch or in a division.

iv. Work Force Analysis: Whenever production and time period has to be analyzed, due

allowances have to be made for getting net manpower requirements.

v. Other methods: Several Mathematical models, with the aid of computers are used to

forecast manpower needs, like budget and planning analysis, regression, and new venture

analysis.

Developing employment programs- Once the current inventory is compared with future

forecasts, the employment programs can be framed and developed accordingly, which will

include recruitment, selection procedures and placement plans.

Design training programs- These will be based upon extent of diversification, expansion

plans, development programs, etc. Training programs depend upon the extent of

improvement in technology and advancement to take place. It is also done to improve upon

the skills, capabilities, knowledge of the workers.

SOURCES OF MANPOWER SUPPLY

An organization can fill up its vacancies either through promotion of people available in the

organization or through the selection of people from outside.

Thus, there can be two sources of manpower – external and internal. For all recruitment, a

preliminary question of policy considers the extent to which it will emphasize external and

internal sources.

Vacancies through internal sources can be filled up either through promotion or transfer;

recruiters tend to focus their attention on outside sources. Therefore, the first problem is to

identify outside sources. Normally, following outside sources are utilized for different

positions.

1). Advertisement - Advertisement is the most effective means to search potential

employees from outside the organization. Employment advertisement in journals, newspaper,

bulletins, etc, is quite common in our country. An advertisement contains brief statement of

the nature of jobs, the type of people required, and procedure for applying for these jobs.

2). Employment Agencies - Many organizations get the information about the prospective

candidates through employment agencies. In our country, two types of agencies are

operating: public employment agencies and private employment agencies.

Public Employment Agencies - There are employment exchanges run by the

government almost in all districts. The employment seekers get themselves registered

with these agencies. Normally, such exchanges provide candidates for lower position

like semi-skilled and skilled workers, and lower-level operations like clerks, junior

supervisors, etc.

Private Employment Agencies - There are many consultancy and employment

agencies like ABC consultants, Personnel and productivity services, etc., which

provide employment services particularly for selecting higher level and middle level

executives. These agencies also undertake total functions personnel on behalf of

various organizations. They charge fees for this purpose.

3). On campus Recruitment - Many organizations conduct preliminary search of

prospective employees by conducting interviews at the campuses of various institutes,

universities and colleges. This source is quite useful for selecting people to the posts of

management trainees, technical supervisor, scientist, and technicians. The organizations hold

preliminary interviews on the campus on the predetermined date and candidates found

suitable are called for further interviews at specified.

4). Employee recommendations - Employee recommendation can be considered to the

lower levels. The idea behind employee recommendations as a source of potential applicants

is that the present employees may have specific knowledge of the individuals who may be

their friends, relatives, or acquaintances. If the present employees are reasonably satisfied

with their jobs, they communicate these feelings to many persons in their communities.

5). E – Hiring - Many organizations conduct preliminary search of prospective employees

through the internet service. There are many job portals available on internet like

Naukri.com, Monster.com etc. Candidates register their cvs on the different job portals which

are searched by the recruiters who are looking for the candidates. The candidates whose

profiles match with the recruiter‟s requirement are contacted through email or by telephone

for further interview process.

6). Gate Hiring - The concept of gate hiring is to select people who approach on their own

for employment in the organization. Gate hiring is quite useful and convenient method at the

initial stage of the organization when large number of such people may be required by the

organization. It can be made effective by prompt disposal of applications, by providing

information about the organization‟s policy and procedures regarding such hiring and

providing facilities to +such gate callers. It is not necessary that a particular organization will

utilize all sources to employ people of all types. Some of the sources are more useful for a

particular category of employees.

SELECTION

Selection is defined as the process of differentiating between applicants in order to identify

(and hire) those with a greater likelihood of success in a job.

Selection is basically picking an applicant from (a pool of applicants) who has the appropriate

qualification and competency to do the job.

The difference between recruitment and selection:

Recruitment is identifying n encouraging prospective employees to apply for a job. And

Selection is selecting the right candidate from the pool of applicants.

GOALS OF SELECTION

To systematically collect information about to meet the requirements of the advertised

position.

To select a candidate that will be successful in performing the tasks and meeting the

responsibilities of the position.

To engage in hiring activities that will result in eliminating the under utilization of

women and minorities in particular departments.

To emphasize active recruitment of traditionally under represented groups, i.e.

individuals with disabilities, minority group members, women, and veterans.

Selection process

A selection process involves a number of steps. The basic idea is to solicit maximum possible

information about the candidates to ascertain their suitability for employment. Since the type

of information required for various positions may vary, it is possible that selection process

may have different steps for various positions. For example, more information is required for

the selection of managerial personnel as compared to workers. A standard selection process

has the following steps:

1).Screening of Applications - Prospective employees have to fill up some sort of

application forms. These forms have variety of information about the applicants like their

personal bio-data, achievements, experience, etc. Such information is used to screen the

applicants who are found to be qualified for the consideration of employment. Based on the

screening of applications, only those candidates are called for further process of selection

who are found to be meeting the job standards of the organization.

2). Selection Tests - Many organizations hold different kinds of selection tests to know more

about the candidates or to reject the candidates who cannot be called for interview, etc.

Selection tests normally supplement the information provided in the application forms. Such

forms may contain factual information about candidates. Selection tests may give information

about their aptitude, interest, personality, etc., which cannot be known by application forms.

Types of selection tests areas follows: Achievement test, Intelligence test, Personality test,

Aptitude test, Interest test.

3). Interview - Selection tests are normally followed by personnel interview of the

candidates. The basic idea here is to find out overall suitability of candidates for the jobs. It

also provides opportunity to give relevant information about the organization to the

candidates. In many cases, interview of preliminary nature can be conducted before the

selection the selection tests. For example, in the case of campus selection, preliminary

interview is held for short listing the candidate‟s process of selection.

4). Checking of References - Many organizations ask the candidate to provide the names

from whom more information about the candidates can be solicited. Such information may be

related to character, working, etc. The usual referees may be previous employers, persons

associated with the educational institutions from where the candidates have received

education, or other persons of prominence who may be aware of the candidate‟s behavior and

ability.

5). Physical Examination - Physical examination is carried out to ascertain the physical

standards and fitness of prospective employees. The practice of physical examination varies a

great deal both in terms of coverage and timings. Some organizations only have general

check up of applicants to find out the major physical problems which may come in the way of

effective discharge of duties. In the context of timings also, some organizations locate the

physical examination near the end of the selection process, others place it relatively early in

the process. This latter course is generally followed when there is high demand for physical

fitness.

6). Approval by appropriate Authority - On the basis of the above steps, suitable

candidates are recommended for selection by the selection committee or personnel

department. Organizations may designate the various authorities for approval of final

selection of candidates for different categories of candidates, Thus, for top level managers,

Board of directors may be approving authority; for lower levels, even functional heads

concerned may be approving authority. When the approval is received, the candidates are

informed about their selection and asked to report for duty to specified persons.

7). Placement - After all the formalities are completed, the candidates are placed on their

jobs initially on probation period may range from three months to two years. During this

period, they are observed keenly, and when they complete this period successfully, they

become the permanent employees of the organization.

INDUCTION

Introducing the new employee who is designated in a job, job location, surrounding,

organization, organizational surrounding, introducing him to his relevant group is the final

process in recruitment. Induction is the process of receiving and welcoming an employee

when he first joins the company and giving him basic information he needs to settle down

quickly and happily and stars work.

The significances of Induction are as follows: -

To give new comer necessary information such as location of a café, rest period etc.

To build new employee confidence in the organization.

It helps in reducing labor turnover and absenteeism.

It reduces confusion and develops healthy relations in the organization.

To develop among the new comer a sense of belonging and loyalty to the

organization.

A formal induction programme should provide following information:

Brief history and operations of the company.

The company‟s organization structure.

Policies and procedure of the company.

Products and services of the company.

Location of department and employee facilities.

Safety measures.

Grievances procedures.

Benefits and services of employee.

Standing orders and disciplinary procedures.

Opportunities for training, promotions, transfer etc.

Suggestion schemes.

Rules and regulation.

Merits of Induction:-

Exposes new managers to all kinds of businesses

Prevents inductees from being over-specialized

Makes a recruit productive to the company quickly

Familiarizes new entrants with corporate culture

Imparts training on the job rather than theoretically

Demerits of Induction:-

Throws trainees into the thick of action too soon

Mistakes made by raw recruits can damage company

Allows no time to gauge individual strength and weaknesses

Daunts people who prefer structured work environment

Small periods spent in each job can create wrong perceptions

Recruitment & Selection Process at TATA Teleservies Ltd.

RECRUITMENT POLICY

To actualize the organizational vision of providing “Trusted services to 100 million happy

customers by 2011”. Acquiring and retaining high quality talent is the key to an

oragnization‟s success. The recruitment strategy of Tata Teleservices limited(TTSL) adopted

for the same will mirror our corporate image and enhance its brand value.

The recruitment process is the most visible and dynamic way of projecting an organization‟s

objectives & image outside.

OBJECTIVE

Systematically hire competent human resource inline with HR Strategies derived

from business goals, future growth plans & evolving roles and responsibilities of

employees to keep pace with the changing dynamics of the organization.

Hire Human resource with values similar to those advocated by the organization to

ensure the right culture fit.

Adopt a continuous and conscious practice of exploring newer channels for sourcing

the best talent in a cost effective manner.

Provide opportunities to employees to apply for vacant positions in the company

through internal job-postings, with a view to enable career growth for them.

Implement merit based hiring practices that provides equal opportunity to all.

Hire “CRISP” talent with requisite competence, skill set, knowledge and attitude to

deliver business results today and tomorrow.

RECRUITMENT STRATEGY

While hiring a TTSLite, they look for the following attributes:-

C - Customer Focus

R - Result Orientation

I - Initiative and Speed

S - Self Confidence

P - Passion for achievement

Sourcing Strategy

The following sources will be used for identifying the potential Human Resources for TTSL:

Recruitment consultants, Employee Referrals, Job portals, Internal Resume Database, Direct

Recruitment-Walk Ins, News Paper Ads, Campus Recruitment, Data bank, Voluntary

application, Referral from Tata ecosystem, Voluntary referrals from professional Agencies,

NGOs facilitation, etc .

INITIATION OF RECRUITMENT

Manpower Budget

The organization‟s business plans for the fiscal year originates from the long term business

objectives of TTSL. Each function defines its manpower requirements based on the strategic

objectives set down for achieving the annual business objectives for the function. The finance

function analyses the cost incurred in the hiring of manpower. Corporate HR with circle HR

discusses the manpower requirement with the heads of each function to rationalize the

manpower to control additions and cost.

Hiring Plan

Following this, the hiring plan for entire year is charted out. This plan lays down the Number

of employees to be hired on a monthly basis at each level, location and function. The

manpower budget is reviewed if any revision in business plan takes palace. There is no carry

forward of budgeted manpower from one year to another year. Thus, there may be a change

in the manpower needs projected initially, and the same gets changed on changes in business

plans during the course of the year.

Drivers of Recruitment

In addition to the budgeted requirement for manpower, there may be some other drivers of

recruitment i.e. Reorganization/Restructuring which arises from merger, acquisition or

expansion can stimulate a need for recruitment.

Job Descriptions

A key input for recruitment is an inventory of all skill sets and competency levels for existing

positions in all functions. These prerequisites for a position are translated into job

descriptions.

Job Descriptions (JDs) describe the work performed, responsibilities involved, experience

profile, skill. JDs give an understanding of the tasks performed and the type of qualification

required to perform them.

RECRUITMENT SOURCES

Once the requirement for hiring is justified and manpower requisition is approved,

applications for specific positions are generated through various sources. Following sources

are used for recruitment.

Internal Sources

Internal Job Postings/External Job Postings (TATA WORLD)

This method is used for identifying qualified internal candidates. It has the advantage of

redeploying people already acquainted with the company‟s business processes and culture

and hence, job training can be reduced. It provides opportunity for promotion and employee

development.

This procedure applies to all budgeted vacancies as well as vacancies created due to

replacement requirements in levels M4 to M8.

Input Approved manpower requisition/job description(JD)

SLA Post the vacancy on the Intranet, within 1 day of

receiving a requisition.

Receive CVs from internal candidates within 7 days of

job posting.

Activities The manpower requisition should be signed & forwarded

by the function head and mailed to the GM HR

corporate.

Check JDs for level & location and post it to the intranet

Collect the applications received from the hiring

manager on the 7th

day of job posting.

Applicants have been in the current assignment for a

min. of 6 months period & are confirmed employees.

If candidate selected make offer.

If offer is accepted – update personal file, Update SAP,

inform Finance, inform reporting manager about

candidate‟s date of joining.

Input Approved manpower requisition/Job description

If candidate is not selected;

o File CV and Interview Assessment sheet in rejected

candidates folder

o Begin sourcing Activity

CV databank

The internal databank of CVs is an important source of profiles, specifically with regard to

local candidates. After the applications are received, they are screened and short-listed for

further processing.

Inputs CVs received from various sources

SLA Ongoing activity

Activities Segregate CVs received through email, post, walk-in

candidates, employee referrals

Classify CVs as per function and date of receipt

File CVs in a function – wise manner

Employee Referral Scheme “Bring buddy”

Employee referral is an efficient and cost effective way of

attracting qualified candidates. Employees not only get the referral fee but also they play a

role in shaping the company‟s future.

Any employee who wants to refer an individual can forward to the HR function either

through email or by submitting a hard copy.

inputs CVs from employees

SLA Ongoing activity

Activities All CVs received are to be placed in the databank

Maintain record of the name of the employee and date of

receipt of CV

If the CV is short-listed, organize interview/if rejected

tell referee

Informed the employee about the outcome if refer

candidate attends interview

Update personal file

Update recruitment Tracker

Off- roll employees

Hiring an outsourced employee simplifies the induction process as the employee is

acquainted with the job complexities and the organization culture. The term “off – role

employees” refers to the employees working on the rolls of an agency providing results and

services to TTSL. These employees are on the payroll of an external agency.

Appointment on TTSL rolls

It is based purely on the availability of a vacancy and suitability of the outsourced employee

as an applicant.

Criteria

The applications are for entry level positions only (M8 – M7)

The applicant has served for a minimum period of 12 months continuously with an agency

providing services to TTSL.

The application is screened by dept. Head

External sources

Recruitment through Consultants

Recruitment consultants are used to assist in the hiring of qualified candidates. They help in

identifying job seekers and are a good and efficient source for obtaining pre – screened

candidates. TTSL employs Recruitment Consultants on a contingency basis implying that

they are paid a fee only when a position is closed through them.

Selection of RC

The list of consultants along with the applicable terms and conditions is finalized by

Corporate HR at the beginning of each year. Each RC is required to sign a contract with

Corporate HR before commencing work with TTSL.

Evaluation of RCs

The list of consultants is revised only at the beginning of each financial year, on the basis of

relative performance of the consultants.

Input Recruitment MIS & CV databank

Timeline In the beginning of financial year

Activities Quantitative & qualitative assessment undertaken

Evaluation done by recruitment dept. in each circle

Prepare list of consultants to be retained for the year

and those that nee to be terminated

Head HR approve the above list

Advertisements

Placing advertisements in the newspaper is a method of recruiting external applicants, to be

used in specific cases such as walk in‟s, special positions etc. Since potential candidates are

first introduced to the company through advertisements, this helps in building a positive

image. Either TTSL or the vendor can release an advertisement for vacancies.

When TTSL releases the advertisement

This source is used for hiring for M5 & above levels. For this an advertisement copy should

be prepared jointly and been approved by both the hiring function and HR. All

advertisements to be approved and ratified by Corporate HR & Corporate MARCOM prior to

release.

The advertisement should:

Meet the criteria set by the company for release in the print media.

Be brief, precise and consistent with job specifications and the selection criteria. It must

specify the e-mail address/fax number/address where applicants can send their CVs.

Attract the interest of potential and suitable applicants.

Have the following details:

Summary of TTSL‟s business

Level/Title and location of position

Position code for each job

Job specifications in terms of skills, experience and qualifications required

Closing date of applications

Job Portals

Leading job portals like Naukri, Times job, Monster etc. Should be used to get CV‟s for

closing positions at the level of M2 to M8. corp – TA will maintain an annual matrix of

usage of these portals by circle & will also circulate usage on a quarterly basis.

TTSL Website

Open positions up to M2 level should be put on the TTSL website for seeking profile from

interested applicants from external world.

All open positions which are to be put on TTSL website will be done so on approval of

Corporate – TA head.

SELECTION PROCESS

Having received the applications, the next step is to evaluate applicants experience and

qualifications and make a selection.

Screening

Its purpose is to evaluate the application and eliminate applicants whose profiles do not

match the job requirements.

Short-listing of CV

The CVs received from various sources are screened by the HR function within 7 day of

commencement of sourcing activity.

Knowledge & Aptitude Test – for campus

It is conducted for all trainees and laterals recruits in the level of M6 & M8 through a testing

agency of repute decided and finalized from corporate office. The result of test will be criteria

for short listing / screening candidates for the purpose of interview.

Psychometric Test: This test is done to find out the “CRISP” fit.

Interview

This is powerful technique used to assess the capabilities/skills of the candidate and to

understand the softer aspects that a difficult to measure from resumes.

After finalizing a date and time, short-listed candidates are invited for an interview.

Evaluation of candidate

SALARY FIXATION

The selected candidates are required to furnish Documents prior to an offer being made.

Salary comparator

An appropriate salary fitment is generated giving three possible options, based on

qualification, age, experience and compensation details of the selected person and basic

salary of existing employees at the same level.

Approval & signature

The authority for finalization of salary for salary for levels M4 and below (for all circle

positions) shall rest with the Head – HR in each circle. All decisions pertaining to salary

determination for level M3 & above rest with corporate HR.

OFFER

After selection of the best candidate, email compensation offer is made to him/her. Only if

the candidate accepts this & due verification of Ref. Check/medically fit clearance is

obtained, an appointment letter detailing the terms of employment is given to him/her.

Annexure indicating the list of documents to be submitted at the time of joining is to be given

with the appointment letter (Annexure 3).

It is mandatory for the selected candidate to sign and return the duplicate copy of the letter.

PRE-EMPLOYMENT ACTIVITIES

Once the selected candidate accepts the offer, the recruitment team communicates this

information to be concerned units within and outside the organization. There are various pre-

employment activities which are as follows: -

Reference Check

Background verification is required for appointment. This is done through third party of

repute. Following points may be considered during reference check:

For group transfer it is not required

Verification on qualification and last 3 employers

Termination due to any disciplinary issues

Medical Check-up

Medical fitness is also required for the eligible candidate, if he is found unfit; HR reserves the

right to withdraw the offer. Medical bills are also reimbursed.

Relocation

If an employee is an outstation candidate, he/she is reimbursed travel expenses for

him/herself. For outstation candidate they also provide temporary accommodation.

JOINING FORMALITIES

The employee is required to fill in his /her personal details in a joining report and submit

supporting documents related to academic qualification, date of birth, relieving letter and

salary details of last employment along with medical fitness reports. A welcome note signed

by the Circle HR Head is placed in a joining docket.

The candidate is permitted to join without a relieving letter from last employer provided

he/she submits proof of acceptance of resignation.

After completion of joining formalities, at M0 to M2 an organization announcement is

displayed and the same is circulated to all Circles by Corp.HR. At levels M3A-M8, a

welcome note is displayed as the same is circulated to other offices in the circle.

Induction

The new employee then joins the induction program organized by HR.

The induction Program is normally held in the last week of the month. It includes a formal

welcome by the Circle COO/Designated representative of CHRO in corporate and

presentations made by different function representatives on business operations of the

company. The employees are also introduced to the basics of telecom through a separate

training programme.

TRAINEE PROGRAMS

TTSL has got four broad training schemes for the expertise of its manpower, these are as

follows:

Management Trainee Scheme

The objective of management trainee scheme is to recruit bright and competent young

professionals from reputed management institutes to assume management roles after due

training and experience.

Executive Trainee Scheme

Management professionals from tier – II management institutes are trained under this scheme

to assume lot of implementation roles in the company.

Graduate Engineer Trainee Scheme

In this young and bright professionals of BE/ B.Tech from premier Engineering Colleges is

trained to assume roles in technology, network, IT, operations etc.

Diploma Engineer Trainee Scheme

Bright and young Diploma holders are trained in this to assume roles in technology, network

and operation support, etc.

INTER CIRCLE HIRING

Through this process employee may move from one Circle to another or from/to corporate.

This may be on account of the employee‟s personal request or on account of business

reasons.

PROCESS REVIEW

All the processes that form part of the recruitment cycle need to be monitored on a regular

basis. Any deviation from the sequence laid down in this manual should be recorded.

A periodic process review is to be undertaken to rationalize processes and to minimize the

deviations in actual activities as compared to the norms.

A process review is undertaken both at the Circle level and the corporate level.

FINDINGS FROM THE STUDY

i. Tata Teleservices Ltd. (TTSL) has a clearly stated Recruitment & Selection Policy.

ii. The number of estimated new hires in recruitment 2010 is 25.

iii. TTSL prefer internal source of recruitment because employees in the organization get

the opportunity within the organization, it has better growth prospects.

iv. Effectiveness of recruitment process analyzed through Quality Metrics:

Submittal efficiency of TTSL recruitment process is 83.33%. It seems that

they are doing well.

Interview efficiency is 10%.

The offer efficiencies is 100% i.e. all the selected people accept the offers.

v. Referral rate at TTSL is 76%.

vi. Sourcing efficiency analysis through Quality Metrics:

8% of candidates hired from Internal Job postings

12% from CV database

4% from off role employees

76% of candidates hired from employee referral. So employee referral scheme

is most prominent in this recruitment season.

vii. Effectiveness of Recruitment process analyzed through Cost Metrics:

TTSL outsourced a company called Authbridge for verification/ reference

check of its new hires. It takes 1200 Rs. /candidate. Total expense for

verification is 30,000 in 2010.

Other cost associated with this recruitment 2010 is Referral amount paid to the

employees because 19 out of 25 new hires through employee referral.

viii. Management level based analysis:

16% candidates hired at higher level management,

4% candidates hired at lower level management,

But 80% candidates hired at middle level management, it shows that higher

number of vacancies found at middle level in this recruitment season.

ix. If a candidate hired through employee referral scheme in return employee would get

some referral amount. The referral amount increases with the increase in the

management level at which employee gets selected.

x. Department based analysis:

96 % employees are hired in sales department,

Only 4% employees are hired in marketing department.

There is no hiring in any other department.

xi. Gender based analysis:

88% male candidates are selected in recruitment 2010.

12 % female candidates are selected.

xii. To hire higher level management, they prefer advertisement and recruitment

consultants.

xiii. The cost of recruitment consultants is approx. 8% of total CTC at M3 & below levels

and approx. 12% of total CTC at M3A & above level.

xiv. Top 3 recruiting challenges are as follows :-

Quality recruitment

Retention of newly hired candidates

Hiring of senior level management employees.

xv. Provide travel entitlement for outstation candidates who are appearing for the

interview.

xvi. Provide medical tests reimbursement to the employees.

RECOMMENDATIONS

i. The interview efficiency of TTSL‟s Recruitment & Selection Process is 10%, which

is less than the optimum (16%, selecting 1 out of 6 candidates) interview efficiency so

they should investigate their process. It may be possible that recruiters are overly

selective. So take care about this efficiency.

ii. The offer efficiency is 100%, it can be too high but 100% means perhaps you are

giving too much salary to the new hires or any other factor is associated with it so

new hires don‟t deny your offer.

iii. Even though you hires from the external source, the main source of recruitment is

internal but you should have look towards the external world to hire new pool of

talent. So that candidates from external world can also work with you.

CONCLUSION

The Recruitment and Selection Process is one of the basic HR processes. Recruitment &

Selection is very sensitive as many managers have a need to hire a new employee and this

process is always under a strict monitoring from their side.

HR management is a part of every manager‟s responsibilities. These responsibilities include

placing the right person in the right job, and then orienting, training, and compensating to

improve his or her job performance.

Tata Teleservices uses two sources of recruitment – internal and external source. But they

prefer internal source because it gives opportunity to employees within the organization.

After recruitment Selection process takes place. This entails establishing the best fit between

job requirements and the candidate‟s profile. Selection process includes screening, interview

and various tests. Then offer is made to the candidate if he/she accepts it employee undergone

through various pre- employment activities like reference check, medical tests, etc.

It is imperative to have an efficient and responsive tracking mechanism to evaluate the impact

of recruitment on the topline and bottomline. Metrics not only help in evaluating the

robustness of internal processes but also provide inputs on customer satisfaction and vendor

evaluation parameters. Various metrics like – quality metrics, time metrics, cost metrics &

Review process is used to find out the effectiveness of recruitment processes.

QUESTIONNAIRE ON RECRUITMENT PROCESS & SOURCE OF

RECRUITMENT

1) Do you have a clearly stated Recruitment & Selection Policy?

Yes

No

2) What is the quality of Tata Teleservices‟ Recruitment Process?

_____________________________________________________

3) What is the number of estimated new hires in the year 2010?

_____________________________________________________

4) Give the following details for the recruitment season 2010.

Number of candidates submitted their resumes

Number of candidates being interviewed

Number of candidates received offers

Number of candidates accepted offers

5) Which source of recruitment do you prefer and Why?

Internal

External

Any Other

why_______________________________________________

6) Please write down the number of selected new hires from different recruitment

sources in this recruitment season.

Selected through Internal Job postings

CV database

Employee referral scheme

Off Role employees

Recruitment Consultants

Job Portals

Advertisements

Walk Ins

7) Which management level is to be filled with various recruitment sources written

below?

Internal job posting_________________________________

Off role employees_________________________________

Recruitment consultants_____________________________

Advertisements____________________________________

Job portals_______________________________________

TTSL website_____________________________________

Walk Ins_________________________________________

8) Write down the number of candidates hired at different management levels in

recruitment 2010.

Higher level management

Middle level management

Lower level management

9) Which is the best recruitment source for hiring higher level management people and

why?

Advertisement

Recruitment consultants

Job portals

10) How much cost is associated with the various recruitment sources?

Recruitment consultants_____________________________

Job Portals_______________________________________

Advertisements____________________________________

11) What is the minimum work experience is required for the following management

levels?

Higher level management____________________________

Middle level management____________________________

Lower level management____________________________

12) What will be your top priority?

Retaining current employees

Hiring new ones

13) What is the referral fee under employee referral scheme?

M7/M8__________________________________________

M5/M6__________________________________________

M3/M4__________________________________________

M2 & Above______________________________________

14) How many male and female candidate have you hired in recruitment 2010.

Number of male candidates

Number of female candidate

15) Number of candidates hired in various departments.

Marketing

HR

Sales

Technology

Finance

CSD

16) Do you provide medical test reimbursement?

Yes

No

Annexure

APPOINTMENT LETTER ( SAMPLE)

(Date)

Mr. /Ms.(name)

Address

Dear Mr.

Please refer to the interview and discussion s you had with us recently. We are pleased to

offer you the position of _______(Designation) in the __________(Function) on the

following terms & conditions:

1. You will receive a Basic salary of Rs._____ per month. All other allowances and

benefits as applicable to you are detailed as applicable to you are detailed in Annexure

– A.

2. Your place of posting will be _____(Location) till the company intimates you

otherwise.

3. You will be governed by and agree to abide by the General Terms & Conditions of

Service of the Company, as enclosed at Annexure – B.

4. You will be governed by ana agree to abide by the provisions of the Tata code of

Conduct, a copy of which is enclosed with this letter.

5. Your appointment is subject to your behind certified medically fit by a medical

practitioner reorganized by us, and on receipt of satisfactory references.

6. You will be on probation for a period of six month from date of your joining the

company, subject to the conditions detailed in the General terms & conditions of

service.

7. You will furnish to us copies of all relevant certificates, including relieving certificate

from your present employer at the time of joining. You will also submit to us 4 copies

of your recent passport sized and 1 stamp sized photographs on red colour

background at the time of joining.

Within 3 days of receipt of this letter, you are requested to sign and return the

duplicate copy of this letter in token of your acceptance of the terms of appointment,

including the general terms & conditions of Service and the provisions contained in

the Tata Code of conduct.

You are requested to join the services of the company not later than _________(Date)

failing which please consider the offer to be withdrawn, unless an extension to the

date of joining has been mutually agreed in writing.

We take this opportunity to thank you for the interest you have shown in our

organization and look forward to welcoming you on board.

Yours faithfully,

For Tata Teleservices Limited

________(name)

________(Designation) I accept the offer of

Appointment

__________________

(signature)

JOINING CHECKLIST

Pre joining Post joining

1 Curriculum vitae 1 Joining report

2 Interview assessment sheet 2 Certificates- age of proof

Highest education qualification

3 Salary Fitment 3 Salary certificate/payslip for last

employer

4 Comparator 4 Relieving/acceptance of

resignation from last employer

5 Job Description 5 Photographs

6 Pre- joining communication

letter

6 Gratuity nomination form

7 Appointment letter- acceptance 7 P.F. Declaration & Nomination

Form

8 Medical report 8 Code of Conduct declaration 7

Conflict of interest declaration

9 Reference check letter 9 Welcome on board notice/

organization announcement

10 Any other 10 Payroll information data

Bibliography

BOOKS

Human resource management, Eleventh Edition – Gary Dessler, Biju Varkkey.

Essentials of HR Management and Industrial Relations, Fourth Edition – Subba rao

Internet Source

www.google.com

www.wekipedia.org

www.tata.com

www.tatadocomo.com

Humanresources.about.com