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 long-
term 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 cross-
training 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 sub-
process, 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/-
CardsPurchase of goods
worth (Rs.)
Validity
(Months)Automatic renewal on
Temporary 500 3
Upgrade to
OrganizationSilver Card on
cumulative purchase of
`2,000 in 3 months
Silver 2,000 24Cumulative purchase of
`10,000 in 24 months
Silver 15,000 12Cumulative purchase of
`15,000 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 pre-
determined, 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
S.No
STATEMENTS 1 2 3 4 5
1. The Organization helps the employees learn new skill
and jobs.
2. The relationship between the senior and junior
employees is cordial.
3. Is your company providing counseling facilities to
employees for career plan growth?
4. The criteria for promotion and pay policy are not
properly communicated to the employees.
5. If I am called on a holiday, I get a compensatory leave.
6. You enjoy doing all those repetitive jobs required for
administrative purpose.
7. Your effectiveness is based more on your competency
and credibility than formal authority and positions.
8. You make it a point to spend time with your friends and
family.
9. Are you enjoying while leading a team and giving
direction.
10. You will be professionally successful only if you remain
a part of the present Organization.
11. My suggestion about various things at a work place are
listened with attention and if possible implemented.
12. The working conditions for female staff member are
satisfactory.
13. Are you health conscious?
14. Industry got more job opportunity for educated youths.
15. Are you satisfied by the appraisal techniques in your
Organization.