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HUMAN CAPITAL RESOURCE MANAGEMENT
 

HUMAN CAPITAL RESOURCE MANAGEMENT

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This presentation has been developed by Amlan Roychowdhury. This is an important tool for HR personnel who are associated with IT enabled Industry like the BPOs. This presentation deals with awys and ...

This presentation has been developed by Amlan Roychowdhury. This is an important tool for HR personnel who are associated with IT enabled Industry like the BPOs. This presentation deals with awys and means to reduce attrition which is the highest among any other IT enabled industry.

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    HUMAN CAPITAL RESOURCE MANAGEMENT HUMAN CAPITAL RESOURCE MANAGEMENT Presentation Transcript

    • THE H.C.R.M BY AMLAN ROY CHOWDHURY
    • H. C. R. M.
      • H.C. HUMAN CAPITAL :COULD BE ANYBODY AND EVERYBODY WORKING IN AN OPERATIONAL INTENSIVE INDUSTRY AND CAN BE EXPANDED TO ANY COMPANY.
      • R. RESOURCE- --- PEOPLE,TECHNOLOGY AND DOCUMENTATION
      • M. MANAGEMENT . COORDINATED USE OF AVAILABLE RESOURCES TO ACHIEVE A GOAL
    • SHEL CONCEPT
      • S SOFTWARE, THE SOPs
      • H HARDWARE, THE TECHNOLOGY
      • E ENVIRONMENT
      • L LIVEWARE
      YOU H E L S
    • SMILES
      • IT IS ALL SMILES
      • WHEN IT IS S&H
      YOU S H
    • CRIES AND PAINS
      • Environment and the Live ware are the variable component and truly the reason for cries and pains. There is always scope for improvement in this area
      YOU E L
    • ERGONOMICS
      • What is ergonomics and why it important to a call center, a BPO , or a KPO ?
      you e
    • ERGONOMICS
      • Ergonomics is the science of fitting the job to the worker. No one would disagree with its ultimate goals, which are to make work more comfortable and improve worker health and productivity
      • TO ME ERGONOMICS IS ABOUT THE EASE OF USE AND ABOUT FEELING AT EASE. CONFUSING ? ? ?
    • COMPREHENSIVE ERGONOMIC APPROACH
      • This takes on three aspect of work
      • 1. The physical —having a good fit between the worker and the work station
      • 2. The environmental —lighting, air-conditioning, noise reduction and other aspect of the work place.
      • 3.The emotional ----More to the feeling of well being, occasional breaks would be a good idea.
    • C.E.A
      • Agents are the life blood of every call center
      • Creating an easy to use environment boosts morale thus helping to a great extent to reduce costly turn over and also attracts quality staff
      • Positive ergonomics helps get more work done. It greatly reduces absenteeism and expensive workers compensation claim.
    • C.E.A
      • Majority of the call center agents suffer from musculoskeletal disorder (MSDs) such as Carpel Tunnel Syndrome and other repetitive motion injuries.
      • Constant use of computers causes injuries and proper training, proper exercise, and proper workstation can prevent injuries.
      • Source : (Occupational Safety Health Administration OSHA 2002)
    • BEGINNING THE MAKEOVER
      • The very good place to start the ergonomic makeover is you, ASK for suggestion on ways to improve the environment, workspace, and the work processes
      • ASK FOR SUGGESTION FROM ALL CONCERNED.
    • THIS PLACE IS HOT MAN I.. CANT BREATH CAN YOU GET ME SOME AIR?? I HAVE A BACKACHE I HAVE A HEADACHE WHERE IS THIS FOUL SMELL COMING FROM OOPS THIS IS A @#*% CHAIR……. Zzzzz Zzzzz zzzz…….
    • LAURA SIKORSKY OF OSHA SUGGEST SOME SIMPLE METHOD TO IMPROVE THE ENVIRONMENT, SUCH AS CHANGING DIRECT LIGHTING TO IN DIRECT LIGHTING TO REDUCE GLARE, REPLACING PAINTED WALLS WITH FABRIC THAT ABSORBS SOUND, ADDDING TREES AND PLANTS TO IMPROVE THE AMBIENCE AND AIR QUALITY, AND TO INSTALL “PINK NOISE” GENERATORS THAT REDUCES THE OVERALL NOISE LEVEL. ALSO WATCHOUT FOR THE “SICK BUILDING” SYNDROME WHICH OCCURS WHEN, IN ORDER TO CUT COST, CENTERS MAY CUT OFF AIR CONDITIONNING OVER THE WEEKEND WHICH ALLOWS THE GERMS TO FLOW BACK IN .
    • ERGONOMIC MANAGEMENT SOFTWARE. (EMS)
      • Good ergonomics not only means putting in new swanky equipments but for the make over to succeed it should be a part of ongoing program that includes management, leadership, and training.
      • The company can look towards EMS. A solution that can run on each users desktop in windows or on the company intranet.
    • EMS CON’T
      • The software can offer an ergonomics resource to all call center agents and supervisors.
      • The overall feature of this software includes graphical training in proper posture and workstation setup, as well as short quizzes that helps the agent rate their own posture and setup
      • The software can also prompt agents to take regular micro breaks that reduces fatigue and increases productivity.
      • Additionally these soft wares reinforce good ergonomic principal on a daily basis
    • EMS
      • Working in the background on every agents computer the software gathers baseline data about the employee keyboard and mouse usage and the other hard ware that he/she uses like number of keystrokes and percentage of error etc.
      • These data can then be imported into the various management reports, helping team leaders, process managers and HR to come up with suggestion to help each agents improve his/her performance
      • HOW TO TAKE ON ATTRITION
      • BY
      • AMLAN ROY CHOWDHURY
    • SUGESTIONS TO RETAIN HUMAN CAPITAL
      • WHY DO WE HAVE ATTRITION ???
      • 1. Drive Attrition,--Due to the employer.
      • 2. Drag Attrition,---Due to the employee, this stems out of host of insecurities and vulnerabilities associated with takng up a job in the BPO industry.
    • STRATEGIES THAT ARE IN VOGUE
      • DAKSH SERVICES believe in CASH incentives to their employees.
      • GE, WIPRO SPECTRA MIND offer management diplomas and management courses to their employees. If the employee decides to leave the company then he or she has to discontinue the course
    • CONT,
      • Exl Services.com and ICICI One source hires outstation candidates and puts them in shared accommodation. The company also pays for their utility bills. If the employee leaves then he has to vacate the accommodation .
      • HCL Tech, GTL, VERTEX INDIA use various psychometric tests to get people on board who can work in night shifts and can handle monotony.
    • Methods used to retain human capital.
      • 1. Group Mediclaim Insurance Scheme.
      • 2. Personal Accident Insurance Scheme.
      • 3. Subsidized Food and Transportation.
      • 4. Company Leased Accommodation.
      • 5.Recreation, Cafeteria, ATM, GYM.
      • 6. Corporate Credit Card.
      • 7. Cellular Phones / Laptops.
      • 8. Personal Health Care.
    • Con’t.
      • Loans.
      • Education Benefits.
      • Performance Based Incentives: The PBI is based on Speed, Accuracy, and productivity of each process. This is as high as 25% to 50% in many BPO companies.
      • Regular Get together and Other Cultural Events.
      • Wedding day Gifts.
      • EMPLOYEE REFERAL SCHEME.
    • Another case study
      • According to Nandita Gurjar , Head and Vice-President (Human Resources), Progeon, there is an induction time, when new-comers in the company are trained and allowed to adjust to the shift in the biological clock. Typical symptoms they face in this period, when they have not started handling clients, is hunger or the lack of it at odd hours and a sense of self-pity when the rest of the world is probably socializing. "We have doctors and counselors to help them deal with the change in lifestyle and that happens in about three months. In fact, even for people who work through the day, where is the time to socialize, except the weekends? As for physical illnesses, people are encouraged to take breaks in their work and walk around. We even have nutritionists to figure out for you, for instance, whether an idli that makes a good breakfast is just as good when taken at night.
    • WHY DO WE HAVE ATTRITION ?
      • Most importantly it could be the lack of motivation.
      • It can also be the feeling of insecurity.
      • It could also be the feeling of low self esteem.
      • It could be that the competitors are good pay masters.
      • Since we are dealing with HUMAN beings and our strength lies with the Human Capital , the reasons for attrition could be innumerable. Human behavior is not mathematics where 2+2 is always 4.
    • Warning signals – that motivation may be waning.
      • Increased absenteeism
      • Inattention to details
      • Apparent boredom
      • General lack of enthusiasm
      • Erratic behavior
      • Apparent preoccupation
      • Conflict with co workers
      • Messy work area
      • Negative body language
      • Fall in the call quality and volume
    • EWS--TRIGGERS, RAG ANALYSIS
      • The same signals can be used as a trigger and lot many behavioral changes, changes in call quality and volume can be taken as a trigger.
      • These triggers can be given a numeric value and fed into the computers to generate a RAG analysis, where EMPLOYEES IN RED BAND WOULD REQUIRE IMMIDIATE ATTENTION BY THE H.R
    • RAG
      • EMPLOYEES IN THE YELLOW BAND WOULD ALSO REQUIRE ATTENTION AS THE EMPLOYEES COULD GO TO RED OR TO THE GREEN.
      • TO CONVERT THESE EMPLOYEES TO GREEN IT IS IMPERATIVE THAT H.R TAKES STEPS AND DEVICE WAYS AND MEANS TO ADDRESS THEIR ISSUES.
    • BEHAVIORAL EWS
      • Unresolved motivational issues can negatively affect employees behavior. IF YOU ARE ALERT FOR THESE EWS YOU WON’T BE TAKEN UNAWARE.
      • 1. A change in attitude from cooperative to negative.
      • 2. Minimal effort on part of an employee who once did more than was required.
      • 3. Silence and isolation from an employee who once interacted regularly with co workers.
    • ABRAHAM MASHLOW’S PYRAMID.
      • Abraham mashlow’s pyramid or the hierarchy of needs was introduced as far back as 1943. This pyramid is still used by business managers, psychologists, marketing managers , and others to understand what motivates people.
    • Psychological needs . Food, Water, Shelter, Sleep, And Sex Need for safety Physical safety, Economical security, And freedom from threats Need for love and belonging . Intimacy, Family, friends, coherent groups NEED FOR SELF ESTEEM Respect and recognition NEED FOR SELF ACTUALISATION Opportunities for Creative, innovative And learning. Level 1 Level 2 Level 3 Level 4 Level 5
    • LEVEL 1 AND LEVEL 2 ARE EASY TO ACHIEVE. ATTRITION HAPPENS LARGELY DUE TO THE LACK OF LEVEL 3 TO LEVEL 5. THERE ARE THOUSANDS OF PROVIDER FOR LEVEL 1 & 2. HOW DO WE ACHIEVE LEVEL 3 AND THEN ON TO LEVEL 5 ? LETS CONCENTRATE ON THE FACTORS OF COHERENT GROUPS, SELF ESTEEM, AND THE WILLINGNESS TO BE INNOVATIVE, AND CREATIVE.
    • THINGS THAT CAN BE DONE
      • The quality of supervision that the employee receives is critical to employee retention—Frequent employee complaints arise on this issue.
      • Help employee manage stress, both at work and if possible off work too.
      • Work-Life balance initiatives are important. Innovative and practical employee policies pertaining to flexible working hours and schemes granting compassionate and urgency leave, providing health care for self family and dependants. This has positive effect on self esteem and so, on retaining and attracting quality recruits.
    • THINGS THAT …………..
      • Have people from other walks of life like the Army, Airlines, and Medicine to visit and talk about their experiences and the ways they fight the night shift and prolonged night time working.
      • Have Doctors to advice and guide them about their biological lock and ways and means to deal with them.
      • Special lights in the office /workplace to ensure their bodies get sufficient vitamin D.
    • THINGS THAT………
      • Encourage and groom employees to take up higher positions/opening. If not fulfilled then they will look outside the organization.
      • Conduct regular training and periodical Transactional analysis so that both the managers and the team leaders are aware of the communication breakdown and conflict which affect their mental behavior and stress and which needs to be tackled at the earliest.
    • WORK-LIFE BALANCE POLICIES WOULD HAVE POSITIVE IMPACT ON:
      • Attracting high caliber recruits.
      • Retaining skilled employees.
      • Reduce recruitment costs.
      • Improve employee morale.
      • Maintain a competitive edge.
    • REWARDS
      • The aim of employee reward policies and practices, if any in your organization is to help attract, retain and motivate high-quality people. Getting it wrong can have a significant negative effect on the motivation, commitment and morale of employees.
      • Keep following parameters in mind, while designing a reward policy:
    • REWARDS CON’T
      • Build a high degree of recognition value into every reward you offer
      • Recognition is the most cost-effective motivator there is. While the high cost of other rewards forces us to give them sparingly, recognition can be given any time, at very little cost.
      • Highly motivating organizations even celebrate small successes. A health-conscious company distributes fruit bowls to employees' work areas when key personal milestones are attained. Another company uses a more fattening approach: fresh-baked chocolate-chip cookies to say thank you.
    • REWARDS CON’T
      • Reduce entitlements and link as many rewards as possible to performance.
      • Troubleshoot your reward system to make sure that what it is rewarding is what you really want to happen.
    • REWARDS CON’T
        • If you believe teamwork is going to get you the results you want, make sure you reward teamwork, and not internal competition between departments.
        • If you want quality, make sure that productivity isn't over emphasized. And,
        • If you want long-term solutions, don't reward quick fixes
    • REWARDS CON’T
      • Reward promptly
      • Give employees a choice of rewards How do you know what will be rewarding to employees? Ask them. Its that’s simple.
      • longevity Increase the of your rewards
    • REWARDS CON’T
      • increase the longevity of rewards in your organization is by using some kind of point system. Rather than rewarding each individual behavior or accomplishment, points can be awarded, which employees can accumulate and eventually trade for items from a reward menu or gift catalog. This keeps the anticipation of rewards fresh for longer periods of time. It also addresses the need for reward individualization
    • REWARDS CON’T
      • Be continually vigilant of demotivators that may undermine your organization's best efforts to provide power rewards, and reduce them promptly
      • Take time to meet with new employees to learn about their talents, abilities and skills. Meet with each employee periodically
      • Never, never, ever threaten an employee's job or income
    • COMMUNICATION.
      • Communication- very important.
      • Communicate goals, roles and responsibilities, so that people know what is expected of them, and feel a part of the crowd .
      • Reach out to families of potential candidates with sustained and focused message in the media about excellent prospect in BPO industry. This will go a long way in keeping employees specially the women.
    • Late Rai Bahadur Mohan Singh Oberoi, Chairman of the Oberoi groups in an effort to make sure that many women joined his company went to educational institution and elicited women’s parents to come to the hotel. He told them, "I will walk you in and show you what your daughters will do with us, please help us to train them.”
    • SOME OTHER TOOLS
      • T.R.A.--- TALENT RISK ANALYSIS
      • A.Q. ----- ADVERSITY QUOTIENT
    • ADVERSITY QUOTIENT
      • (AQ) is the new scale to measure success. It has become the contemporary version of the adage "survival of the fittest". In the world of new age, pressure-cooker jobs and the stiff demands that come with it, AQ measures the grit of the employee who can thrive in the face of adversity
    • A.Q
      • AQ is the science of Human Resilience. People who successfully apply AQ perform openly in the face of adversity- the challenges big and small that confront us each day. In fact they not only learn from the challenges but also respond to them better and fast.
      • A high AQ work force translate to increased capacity, productivity, and innovation as well as lower attrition and higher morale.
    • AQ. CON’T
      • AQ Theory- Draws from the concepts to why some people are more resilient than others, why and how they thrive even in most demanding circumstances.
      • AQ Measures- These are exceptionally robust and statistically valid and reliable AQ profile questionnaire for screening applicants and developing greater resilience in work force.
    • AQ PROFILE
      • AQ PROFILE- Is a series of scientifically engineered questionnaire developed by PEAK Learning. This is the only statistically valid, reliable tool in existence for measuring AQ.
      • People who have completed this profile reflects a broad range of background, ages, cultures, industries, and occupation, and they all contribute to the growing AQ global database.
    • AQ- HOW IS IT MEASURED?
      • To complete the AQ profile it requires only 10 minutes. It measures AQ in four “CORE” dimensions.- CONTROL, OWNERSHIP, REACH, and ENDURANCE.
      • CONTROL : Measures the degree of control that a person perceives he/she has over adverse events. It is a strong gauge of resilience and health.
    • AQ-HOW IS IT MEASURED.
      • OWNERSHIP: Measures the extent to which a person holds himself or herself accountable for improving a situation. It is a strong gauge of accountability and likelihood to take action.
      • REACH: It is the measure of the perception of how large or far reaching events will be. It is a strong gauge of perspective, burden, and stress level.
      • ENDURANCE : It is the measure of the perception of time over which good or bad events and consequences will last or endure. It is a strong gauge of hope and optimism.
    • WHY AQ IS USED
      • DEVELOP RESELIENT LEADER
      • CREATE RESIELIENT HIGH PERFORMING TEAM.
      • STRENGTHEN MORALE AND REDUCE ATTRITION.
      • UPGRADE HUMAN CAPITAL AND DRIVE INNOVATION.
      • HIRE HIGH PERFORMING PEOPLE.
    • AQ CON’T
      • AQ HAS TWO PROFILE PATTERN.
      • 1. Developmental profile : helps assess the resilience of individual who are already part of an organization
      • 2. Screening Profile : Helps to screen job applicants so that one can hire the right people for your organization.
    • THE END THANK YOU