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Internal Customer Satisfaction improvement project- Kiran Madhav

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© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms BIC Project- ICSAT for TA Kiran G Madhav Date 14 th April 2014
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© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries.

www.tatacommunications.com | @tata_commhttp://tatacommunications-newworld.com | www.youtube.com/user/tatacomms

BIC Project- ICSAT for TA Kiran G Madhav

Date 14th April 2014

© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries.

www.tatacommunications.com | @tata_commhttp://tatacommunications-newworld.com | www.youtube.com/user/tatacomms

Why we targeted Hiring Managers & New Joiners ?? Hiring Managers are 25% [1800+] of the employees are our Hiring manager. We had 1013 new joiners in FY13 & 1012 in FY14.

2

TALENT ACQUISITION ECO- SYSTEM

Hiring

ManagersNew Joiners

Senior

Managem

ent

RecruitersHR

Stakeholders

High impact

on ICSAT

High impact

on ICSAT

High impact

on ICSAT

* Joiners exclude IJP’s & offroll’s

Agency

© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries.

www.tatacommunications.com | @tata_commhttp://tatacommunications-newworld.com | www.youtube.com/user/tatacomms

Requisition raised by HM

Level 2 for approval

BU HR approval

CTAT Head approval

Assigned to the Recruiter

Recruiter understands the profile & proposes cv’s to HM

1st level interviews of shortlisted profiles

L2 & L3 interviews of selected candidates

HR interview comp recommendation from BU HR

Offer Release & post offer engagement

Successful Onboarding

Most of the HMs unaware of Prism

recruitment module

HMs feel TA did not

understand the requirement

HMs not satisfied with quality of cvs

HMs not satisfied with regularity of

update on the positions

HMs not aware about the

compensation offered

HMs do not receive the update on joining's

Some common issues/complaints which were highlighted during-• Hiring Manager Meet sessions. • Random survey’s conducted in different BU’s .• One on one meetings with Managers .

Quality of Cvs

Understanding of recruitment process on

Prism

Communication at different stages of

Recruitment

TA PROCESS AND INITIAL IDENTIFIED GAPS

© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries.

www.tatacommunications.com | @tata_commhttp://tatacommunications-newworld.com | www.youtube.com/user/tatacomms

• HM survey designed on Google drive platform• Easy to implement & No Cost involved• Integrated with PRISM.

THE APPROACHWHY ??

HOW ??

• Brainstorming within the TA team & inputs from Regional TA HR SPOCs.• Studied internal Survey Questionnaire of TCL CSI team, CSO & external Survey’s• Designed the Questionnaire of the survey focusing on the Problems shared by the internal Stakeholders during HM connect sessions.

Tools available

Survey Gizmo

Survey MonkeyClient Heartbeat

Google Plus

# SURVEY FACTS

• Survey response at Global level- 16% (Source- Gallup)

• Survey response – TCL CSI team- 30% (source- CSI team

• Simply Measuring Time and Cost is no longer enough.• Measure effectiveness of each stage of the hiring process, right from marketing the job to

performance of the hired.

© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries.

www.tatacommunications.com | @tata_commhttp://tatacommunications-newworld.com | www.youtube.com/user/tatacomms

HIRING MANAGER

Not updated on the joining

Understanding of the role

Quality of CV’s

Regular update on the positions

Not part of compensation discussion

Recruiter will connect with HM to understand the role

Aim for 1 select out of 10

Weekly update to HM’s on the positions

Inform HM’s on the comp offered

Update HM on joining of the candidate

OBJECTIVE- To emerge as a Business Partner & partner in a better way. To create a Smooth & Great recruitment experience. To increase ICSAT score for TA.

How the Survey works

Step 1

•Post candidates joining the intimation is given to the hiring manager with the Survey link via Success factors.

Step 2

•Hiring Manager has to log in and take the Survey. Also has to provide a subjective feedback/experience on the Recruitment process.

Step 3

•The report is published fortnightly with the team, the negative feedback is highlighted and discussed with Head TA & strategies are formed to improvise it.

Hiring Manager Survey

© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries.

www.tatacommunications.com | @tata_commhttp://tatacommunications-newworld.com | www.youtube.com/user/tatacomms

-HM survey launched for TCL India only

-HM Survey Launched for TCTSL & Globally

-H1 survey % for India 48%

-HM survey % response

-India- 40%

-Global- 38%April 2013

Sept 2013

March 2014

-Increase the response % to 50%.-Survey reports to be migrated to SharePoint

H1 2014

HM survey Current Status & Way Forward

Current Status Way Forward

HM Survey Contributions

HM Survey data is published in the Global Qlickview dashboard. HM Survey responses are shared fortnightly with the Business & TA team. Presented at HRLT meetings in Recruitment dashboard.

© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries.

www.tatacommunications.com | @tata_commhttp://tatacommunications-newworld.com | www.youtube.com/user/tatacomms

HM Survey Findings

AMERICAS APAC INDIAEUROPE MENA

100% 100% 100%

98%

2%

1

2

3

4R

atin

g B

elow

3R

atin

g A

bove

3

April 2013 till March 2014          Responses % of

Response above 3Region Joinee

Survey Sent

Responses

Response % Below 3 Above 3

Americas[Sept 2013 till Date] 52 52 21 40 0 21 100

APAC[Sept 2013 till Date] 26 26 1 4 0 1 100

Europe[Sept 2013 till Date] 30 30 3 10 0 3 100

India[inclu TCTSL from Sept 2013] 852 852 340 40 6 334 98

MENA[Sept 2013 till date] 2 2 0 0 0 0 0

Total 962 962 365 38 6 359 98

Rating Above 3

Rating Below 3

Good & Excellent

Average & Poor

© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries.

www.tatacommunications.com | @tata_commhttp://tatacommunications-newworld.com | www.youtube.com/user/tatacomms

New Joiner

Explain the Role

Assistance in explaining the offer

Post offer engagement

Share & explain the JD

Explain the comp & benefits in detail

Connect with NJ and share the weekly mailers

OBJECTIVE To Provide a Remarkable Recruitment & joining experience

to our New joiners & build Tata Communications- Employer

brand. Maximize conversions (offer to joining). Experience created for prospective talent

How this Survey works

Step 1

•Post offer engagement- Fortnightly mailer to be send to new joiners like- Quiz & information about the company

Step 2

•Survey Link will be sent to the new joiner 2 days prior to their joining.

Step 3

•Follow up as decided will be done with the new joinee. (Post joining on 1st Wed and Friday

Candidate Engagement

New Joiner Survey

© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries.

www.tatacommunications.com | @tata_commhttp://tatacommunications-newworld.com | www.youtube.com/user/tatacomms

-NJ survey launched for TCL India only

-NJ % response for the 1st Quarter- 19%

-NJ % response is 65%

Oct 2013

Dec 2013

March 2014

-NJ Survey to be launched Globally.-Survey to be migrated to Red carpet

June 2014

New Joiners survey Current Status & Way Forward

Current Status

Way Forward

© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries.

www.tatacommunications.com | @tata_commhttp://tatacommunications-newworld.com | www.youtube.com/user/tatacomms

10

New Joiners Survey responses till 31 March 2014

Rating Sale1 – Poor, 2 – Average, 3 – Good , 4 – Excellent

© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries.

www.tatacommunications.com | @tata_commhttp://tatacommunications-newworld.com | www.youtube.com/user/tatacomms

Thank you


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