Our company will provide customer care and troubleshooting services for domestic electronic appliances. We will start with one client and an initial team of 18 members including 6 business partners as heads and 2 teams of 6 employees each with a team leader. Key HR policies and processes will be recruitment, which will source employees through various means and have a three-stage selection process, and performance management, which will evaluate employees monthly on parameters like communication skills, attendance, call quality, escalations, and product knowledge. Progress will be monitored through reports to help achieve our goals of effective recruitment and training employees to increase productivity.

1. 1
Group Project
Human Resource
Management
TOPIC : A BPO providing troubleshooting and customer care
services for domestic electronic appliances and peripherals.
Prepared By:
ABHIJEET VERMA - NA13001
KANCHAN MANGOTIA -NA13028
SIDDHANT BHATIA - NA13047
TARA KISHOR AGARWAL - NA13056
VISHNU GUPTA - NA13058
ZORAWAR SINGH - NA13060

2. 2
Executive Summary
Our company’s cultures have a powerful impact on its performance. Our culture is the glue
that binds us as an organization together and it’s the hardest thing for competitors to copy. As
a result, it can be a lasting source of competitive advantage. But culture doesn’t always
produce great results...
In our experience, too many companies think of culture as a way to make people feel good
about where they work and not as a way to help employees — hence the organization —
perform better. High-performing companies think about culture differently. They know that
winning cultures aren’t just about affiliation; they are also unashamedly about results. Our
research suggests that winning cultures are comprised of two interrelated and reinforcing
elements. First, every high-performing company has a unique identity — distinctive
characteristics that set it apart from other organizations. These characteristics give employees
a sense of meaning just from being part of the company. They also create passion for what the
company does.
What are we dealing in?
A BPO providing troubleshooting and customer care services for domestic electronic
appliances and peripherals.
Who are our prospective customers?
Starting with one company as our client, we will be providing solutions for xyz ltd. which
primarily deals in Television sets, Refrigerators, Microwave Owens & Laptops.
Who all would be in the initial startup team?
Our startup team would comprise of the 6 business partners who will be acting as business
heads of their respective departments. There will be two teams of 6 employees each out of
which one from each group will be a team leader as well as SME (Service Matter Expert).
Therefore, our whole team would comprise of 18 members.
Expansion Plans
Our future strategy would be to attract more and more clients with the help of our past
performance and later on expand our business by

3. 3
HR POLICY

4. 4
HR PLANNING & PROCESS
Planning is very important to our everyday activities. Several definitions have been given by
different writers what planning is all about and its importance to achieving our objectives. It
is amazing that this important part of HR is mostly ignored in HR in most organizations
because those at the top do not know the value of HR planning. Organizations that do not
plan for the future have fewer opportunities to survive the competition ahead. This article will
discuss the importance of HR planning; the six steps of HR planning that is: Forecasting;
inventory, audit, HR Resource Plan; Action of Plan; Monitoring and Control.
What is HRP in general? A brief introduction
Michael Armstrong (2008) spells out the process of Human Resource planning (HRP) that it is not
necessarily a linear one, starting with the business strategy and flowing logically through to
resourcing, flexibility and retention plans. According to Hendry (1995) the process of HRP may be
circular rather than linear, with the process starting anywhere in the cycle. For instance, scenario
planning may impact on resourcing strategy, which in turn, may influence the business strategy.
Alternatively, the starting point could be demand and supply forecasts which form the basis for the
resourcing strategy. The analysis of labour turn over may feed into the supply forecast,but it could
also lead directly to the development of retention plans.
.HR Planning involves gathering of information, making objectives, and making decisions to enable
the organization achieve its objectives. With proper implementation of HR Planning in the field of HR
Management, we will be able to address the following questions:-
1. The current strength of the organisation will be less than 20 for the initial setup and with
proper growth opportunities, will be increased.
2. The employees will have strong communication skills with a knack to help the customers
reach a possible solution over the phone. They will also have to be productive in their tasks to
meet the organisational goals.
3. Our firm, though starting out with limited pool of capital, will have to start out by
working on outsourced domestic appliances customer support. As the business starts

5. 5
doing well, other divisions will be added such as customer support for mobile phones, laptops
& PCs
4. Our firm will ensure that the formal & informal needs of the employees are taken care of
properly by the HR department. Also, we will be having incentive plans for those who will
meet their targets.
5. More emphasis will be paid in developing team work by implementing team bonuses and
perks.
HR planningmakesthe organizationmove andsucceedinthe 21st Centurythatwe are in.Human
ResourcesPractitionerswhoprepare the HRPlanningprogramwouldassistthe Organizationto
manage itsstaff strategically.The programassiststodirectthe actionsof HR department.
Our HR Planning Process

6. 6
So basically the HR process planning acts as an umbrella for the other policies and they are made
keeping the HRP in mind.
As we know that the HR planning and process is an integral part of other HR policies we
have tried to integrate the HR planning process within the HR policies in the following
sections
RECRUITMENT POLICY
Recruitment Strategy:
As we will be just starting up our recruitment process won’t be much complicated. As a new
company preference to experienced candidates will be given. The recruitment process will be
carried out in three simple stages:
Three stages of Recruitment include :
a) Written Test b) Tech Interview c) HR Interview
a) Written Test:
Written test will consists of two major sub divisions namely a) Verbal (Accent &
Pronunciation) test, and b) English Comprehension
Verbal section would normally carry about 10 lines in which the accent and pronunciation
skill of candidate would be judged.
English Comprehension would carry around 20 questions for a duration of about 40 mins.
b) Telephonic Interview:
Once shortlisted from written test, candidates be grilled on communication and analytical
skills through telephonic interview.

7. 7
c) HR Interview:
In the last stage there will be interview with the HR head. Questions on goals, willingness to
work in team etc will be asked.
Where from will You procure your employees from ?
. Advertisement in local news paper
. Employment Agencies
. On campus recruitment
. Education and training institute
Job Description
Eligibility: 12th, any graduate, undergraduate, post graduate, drop put
Process: inbound
Salary: 7500 to 10000
Facility: both side cab (home pick and drop) subsidized meal
Working days: 5 days
easy and fast selection process
Location: Ranchi / Jamshedpur
Job Specification
Soft skills: should have a very good communication skill and must have good verbal skills.
The applicant
Should be fluent in at least 2 languages Hindi and English any other language known other
than these two would be considered as an advantage. The applicant should be patient and
should be able to deal with cranky customer calls.
Basic computer knowledge should be there, should at least know how to operate a computer
and must
have basic knowledge about emails and must have basic email formatting skills.

8. 8
Team leader
Job description :
Eligibility :, any graduate, undergraduate ,post graduate , drop put
Experience: must have atleast 2 years of experience in this field or should have operated as a
team leader in his previous company.
Process: inbound
Salary: 12500 to 15000
Facility: both side cab (home pick and drop) subsidized meal
Working Days: 5 days
Easy and fast selection process
Location: Ranchi/Jamshedpur
Job Specification:
● Soft Skills: should have a very good communication skill and must have good verbal skills.
The applicant should be fluent in at least 2 languages Hindi and English any other language
known other than these two, would be considered as an advantage. The applicant should be
patient and should be able to deal with cranky customer calls.
● Basic computer knowledge should be there, should at least know how to operate a computer
and must have basic knowledge about emails and must have basic email formatting skills.
● The applicant should know how to work in a team and how to lead a team. The applicant
should have at least some previous experience of working in a team or should have done
some work requiring team work in previous organization. Patience is a virtue which would be
an advantage because as a team
● Leader, he should be able to solve clashes within the team and also outside the team. He
should be highly motivated, goal oriented and a good people’s manager at the same time.

9. 9
Employee value proposition
CSR: 7,500 to 10,000 pm
Team leader: 12500 to 15000 per month
After the recruitment is done we would basically concentrate on our HR processes and, help
train and adjust our selected employee with our HR planning processes. So once the
recruitment is done we would try and implement our HR policies, which will have the
following steps.
Step 1: Determine Business Goals
A solid understanding of government and ongoing departmental business and HR priorities,
emerging changes and trends, and the impact of legislative reforms are needed to determine
business goals. Henceforth, the HR policies & requirements will be followed along with the
organizational goals. This step should also consider whether or not strategic partnerships (to
facilitate business and HR planning / workforce planning efforts) should be established and
ensure that accountability requirements are met. The main objectives with the role of HR
involved are:-
1. To provide telephone based technical assistance services in domestic electronic appliances
with the future plan of expanding in computer peripherals and application soft-wares.
2. To create an efficient and effective Recruitment & Selection system ensuring a competent
pool of HR resources.
3. To implement proper Training & Development methods and modules with the general aim of
increasing the productivity and providing sufficient opportunities for growth to the
employees.
4. To ensure proper Evaluation of the employees is carried out by the team leaders using
different techniques.

10. 10
5. To retain the employees for a long period of time by taking care of their needs and
grievances.
When HR Planning is applied properly in the field of HR Management, it would assist to address the
following questions:-
1. How many staff does the Organization have?
2. What type of employees as far as skills and abilities does the Company have?
3. How should the Organization best utilize the available resources?
4. How can the Company keep its employees?
HR planningmakesthe organizationmove andsucceedsinthe 21st Centurythatwe are in.Human
ResourcesPractitionerswhoprepare the HRPlanningprogramwouldassistthe Organizationto
manage itsstaff strategically.The programassiststodirectthe actionsof HR department.
Step 2: Scan the Environment
Once business goals are understood, an understanding of the workforce, as well as planning
for projected shortages and surpluses in specific occupations and skill sets, will be required.
Key demographic employment data and characteristics (e.g. sex, average age, occupational
groups, skills/competency profiles, etc.), as well as internal workforce trends (e.g. retirement
eligibility, vacancy rates, turnover, etc.), are important factors which will be considered when
conducting a comprehensive workforce analysis. The environment consists of:-
Internal Environment - The internal scan will primarily be focused on identifying the
factors within the department that might affect the HR capacity to meet departmental goals.
Each department will be able to identify internal opportunities and challenges. It will be
important for the organization to build on its strengths and to minimize challenges and risks.
This will include:-
1. Changes in the Indian Government Legislation regarding HR, Labour Laws etc.

11. 11
2. Funding and budgeting to be handled by the Finance Manager.
3. Focus on leadership styles to be implemented based on competitors
4. Management practices in terms of running a highly motivated employee & customer centric
BPO.
External Environment - The external scan focuses on identifying those external factors that
may affect workforce capacity, given known operational needs and emerging issues. An
external scan should consider the opportunities that exist which can be advantageous to the
department. It will also enable the department to identify risks or potential risks in the
external environment so that the department can identify specific strategies to manage those
risks. Our external environment talks about:-
1. Analysing and improving the current working trends and patterns.
2. Being well versed with latest technological patterns for an enhanced productivity and better
co-ordination amongst various departments.
3. Implement better work practices based on the competition
Step 3: Conduct a Gap Analysis
Current and future HR requirements need to be projected based on an analysis of
departmental goals and priorities, and environmental scanning. Questions that are helpful in
determining HR needs, identifying gaps, and projecting future HR requirements include the
following:-
Since there is a rise in the domestic electronic peripheral manufacturing MNCs entering the
Indian market along with the existing companies like Sony, Samsung & LG already
expanding their market share, technical support and customer care services will be on a rising
point. In the current scenario, peripherals like televisions are easily being afforded by rural &
semi-urban population. But according to our research, it has been found that maximum
requests have been made from them regarding customer support. Henceforth, with the

12. 12
penetration of rural areas by the electronic giants will undoubtedly create more market for us,
thus giving us a future growth potential.
Business
Objectives
HR
requirements
to deliver on
the business
objectives
Gap- Does the
department
have what it
needs to
achieve
departmental
goals
Outcome of not
addressing the
Gap
Potential
solution/
strategies to
address the
Gap
Implementing
Mobile phones
technical support
division in the next
2 years
Engineers with
specialized
training and
experience in
Mobile phone
industry
Trainingmodules
and
implementation
wouldbe
outsourcedinitially
witha planto
developinhouse
trainingmodulesin
thisfield
Non
implementation
will leadtolosing
opportunitiesfor
furthergrowthand
expansion
Technical tie ups
withleadingphone
companies
Recruitinghighly
skilledcandidates
FIG. - PERFORMANCEMANAGEMENTSYSTEM
Step 4: Set HR Priorities to Help Achieve Departmental Goals

13. 13
Subsequent to an examination of the gap analysis outcomes, HR priorities will be determined
and the strategies needed to achieve desired outcomes must be identified by departments.
Strategies might address the following issues:-
1. Having an effective HR management process to find the right candidate at the right time. This
includes acquiring the right manpower through the current employees. Our main aim will be
to minimise the costs by getting the working employees friends to join the company in order
to have a friendly and robust working environment.
2. Ensuring proper needs are taken care of off the employees and their grievances are dealt with
immediately
3. Providing sufficient technical class room and on the job technical training using various
training modules.
4. Providing employees with bonuses in case of fulfilling their targets dispersed through the
team leaders.
5. Having a transparent promotion system so that employees can work hard to achieve new and
higher positions with better pay scales.
Step 5: Measure, Monitor & Report on Progress
Monitoring, evaluating, and reporting on HR performance outcomes is key to assessing
progress in target areas, organizational learning and improvement, and to determining future
priorities.
The following objectives will be covered in this:-
1. The performance of the employees will be measured on various parameters like attendance,
productivity, communication skills, product knowledge, team work etc.
2. The HR department will monitor each individual closely and prepare a report on the data
collected.

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3. While monitoring, cross reference will be implemented using various questionnaires to
determine accurate and real data for further reporting.
Appraisals
Appraisals: annually based on individual and team performances, ranging from 5% to 10%
on basic Salary
Competencies would be measured through customer feedback at the end of the call which
would allow the customer to reply on major of issues like, communication skills of the CSR,
the problem solution given by him and how good he was to explain the customer the solution.
The responses would be measured via a liquored scale for a better understanding of the job
done by the CSR.
PERFORMANCE EVALUATION SYSTEM
Below are the parameters on which each employee will be measured. These are:-
1. Communication skills ( Excellent communication skills, can express ideas and opinion
effectively, can provide information to the clients with clarity, is an effective listener and can
effectively respond to both verbal and nonverbal clues)
2. Attendance: (Must be regular; this would be calculated as " No of actual working days in the
month *100/number of scheduled working days in a month". A Leave request on the
scheduled working day is considered to be unplanned and unscheduled.
3. All unplanned and unscheduled leaves must be notified to the team leaders before 2; 30 P.M.
A leave without notification does not fetch any score. Information sent through text (SMS) or
through peers would not be considered as notification. The concerned person would have to
speak to the Team Leader or any other person higher up for notification.

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4. Quality: This would be calculated on the basis of the weekly average scores on the calls
monitored
5. Escalations: This would be based on the monthly escalations report (from the client's side)
6. Product knowledge: The product knowledge will be measured by monitoring on the call
records which will help ascertain whether the employees are able to help customers or not.
7. Productivity: This would be calculated on the basis of the monthly sales report from the
sales tracker form the team leaders
8. Adherence to schedule: Since each individual will be assigned operational schedules, it will
be check whether they are adhering to them or not.
9. Improvement orientation and learning ability: Open to new ideas and challenges, flexible
and adaptable, eager and fast learner
10. Team Work: Cooperates with other team members to carry out the set responsibilities. This
reflects the behaviour of a team member and means participation in team activities/outings
beyond the call of duty. Realizes the shared goals even when he/she does not directly benefit
from it. Shares ideas, suggestions and information with other team members. This however
being subjective, the team Leader would have to substantiate this with data.
11. Client appreciations: This would depend on the number of appreciation mails the agent has
received from the client for excellent performance. As this too is subjective, the Team Leader
would have to decide which one to consider as an appreciation mail.
12. Calls taken during the day : this would help us in measuring how efficient is the CSR in
solving customer problems, though this is also case specific as different problems may
require a different level of interaction with the customer, thus a time would be set keeping in
mind the different types of problems and time required to solve it. Therefore we can keep
track of how much time a CSR should take on different calls.
13. The average time taken to interact with the customer: the lesser time would be better but
timing should not be improved at the cost of the solution of the problem faced by the

16. 16
customer, but a general time would be set for per calls and different types of problems as
explained in the previous point.
14. Employee Referrals: This would depend on the number of referrals in the month and total
number of resumes uploaded in the database.
15. Process Improvement Ideas: This would depend on the total number of process
improvement ideas
16. Process Compliance: Perfect adherence to process, to the norms and guidelines lay down by
the organisation and the client. Knowledgeable about all the policies related to the work area
and also beyond the work area.
EMPLOYEE RETENTION, ENGAGEMENT, TRAINING &
DEVELOPMENT
• Career planning and assistance in achieving personal objectives gives them a sense of
security and feel comfortable this can be entertained by the top managers and develop
personal rapport with employees
• Employee retention is very crucial because lot of training and development is involved in an
employee at a BPO
• At recruitment, Use psychometric tests to get people who can work at night and handle the
monotony

17. 17
• Clear description of work and direct communication with the customer in order to
understand better because more channels in a communication reduces credibility as well as
there is an information loss.
• Give the employees necessary tools, time and training. The employee must have the tools,
time and training necessary to do their job well - or they will move to an employer who
provides them.
• Quality control should be strict from the first day and a very thorough communication
should be made to them regarding this with proper details of things and also attitude they are
not supposed to show
• Timely appreciation and reward are always welcoming from employees. But being a startup
one can go for alternatives like lunch or a get together outside office with family invited so as
to also create a personal network between people
• Since being a company by young generation of entrepreneurs, so there is a higher possibility
for attracting youngsters so ideas like x-box to chill out at the office can be an attractive idea
and make the same office a party place on Sundays can be a great fun. This would not be very
costly as party at home is far cheaper and Xbox costs just 15k.
• Since a small company with not many employees and doesn’t consist of long hierarchy,
employees would feel more comfortable and not very distanced from the boss and feel they
have a say in the company.
• And modern youth feels more attached among themselves and people understand and
respect the idea of startup today more than ever before and being young entrepreneurs they
would also like to cash the opportunity of growing company and grow their career along with

18. 18
• Also, encouraging young entrepreneurs to come up would be a great idea, where their ideas
would be considered and worked upon if viable like Google.
• The intangible benefits that employee would draw is working directly with the founding
team; this will enhance their out of box thinking and coming up with their own ideas.
• Monday morning meetings to set
• How to do team appraisal in a startup, the way of accessing individual performance in a
startup
Training and development:
Customer Company would be sending one of their technical men with the product and
subsequent training would by the technician to our training and development manager who
would further train the employees who are finally going to assist the consumer. Proper
troubleshooting guides in both hard and soft copies would be provided with proper
descriptive picture of the product.
The employees would be further trained to assist the customers and in case they are not able
to resolve any particular software issue, they would be connected with the technician at the
company or would be provided a call back with the solution. Also, proper troubleshooting
videos will be designed for very successful products by the BPO Company to assist their
employees without involving the real time effort of training and development manager.
This formation of videos would also be an advantage of the company as we know competitive
products in a particular category are very similar in structure and functions just minute
changes here and there. Availability of videos of troubleshooting would add to the

19. 19
performance of the company as well as in targeting new customers as companies where it can
show them the availability of the same and can help in rope them.
Grievances Redressal system
Policy
For the purposes of this policy, a grievance is defined as any type of problem, concern,
dispute or complaint related to work or the work environment which cannot be resolved
through normal day to day communication.
All grievances need to be handled promptly and with transparency. The following principles
must be adhered to in managing workplace grievances:
Confidentiality
All the grievances that are brought forward will be treated confidential and the same would be
affected from employee.
Impartiality
All the matter would be taken seriously. Any investigations that need to be carried out would
be done in an impartial manner. This may mean that you, the person or persons complained
about, and any witnesses will be interviewed. No findings will be made in relation to the
grievance until the investigation is complete.
Sensitivity
Fair and just treatment is guaranteed in any and every case. The needs of those directly
involved and those that can be indirectly affected would be sensitively addressed to and taken
care of. The justification of all would be patiently listened to.

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Timeliness
Timely and most fair disposal to the problem would be reached taking thorough research and
understanding.
Grievance Process
There are several options to consider when you have a grievance:
Speak to the person(s) causing the problem
If you feel comfortable with speaking to the person(s) about whom the grievance is in relation
to, then you should do so as this can sometimes be the easiest way of resolving the issue.
The person may have been unaware of the effect of their behavior or decision on you.
By discussing it with them you provide the person with a chance to redress the situation.
If you don’t feel that you can approach the person(s) directly, you should consider the steps
below:
Speak to your Manager
If you cannot speak to the person(s) directly, you can speak to your Manager about your
grievance. They can then tell you what your options are. If you agree, the Manager may
approach the person(s) complained about and talk to them informally about your grievance. If
you are uncomfortable with discussing your grievance with your Manager, you can approach
either your second level Manager or your HR Business Partner.
The person with whom you raise your grievance will:
obtain details of the grievance
explain how the grievance management and resolution process works
provide you with guidance about the options for resolving grievances
discuss with you informal and formal options for resolving the grievance

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Informal options can include mediation, conciliation (internal or external) or discussions
facilitated by your HR Manager.
Where informal resolution options are not appropriate, (e.g. allegations of serious
misconduct, discrimination or sexual harassment) your HR Manager will work with you to
initiate a formal investigation of the grievance.
If a grievance is deemed to be in breach of the Company’s policy, an enterprise agreement or
legislation, it may need to be investigated as soon as it is brought to the attention of the
manager.
Formal grievance resolution involves an investigation of the grievance facilitated by a
Company appointed Investigator. This will require you to provide details of the grievance to
the person investigating. It may require additional witnesses or the person about whom the
complaint is made to provide information.
Attempts will be made to resolve grievances between parties involved where appropriate
(Ex: arising from miscommunication or differences of perception).
Any documentation created during the course of the investigation will remain confidential.
Formal Complaints
If you decide to make a formal complaint, speak to your manager or HR Manager as
appropriate and they will ask you to give the following information required for the
investigation process:
A description of the incident(s), decision or behavior in question
The time and date of the incident(s)
The names of any witnesses

22. 22
The date of the complaint; and
Your signature.
Outcomes
If the grievance is substantiated and the grievance concerns the behaviour of an employee
then suitable action will be taken.
Company will inform relevant parties of the outcome of the investigation as appropriate.
Frivolous or vexatious complaints
If you make a complaint which is fabricated, frivolous or vexatious appropriate disciplinary
action may be taken against you. Any action will be taken in accordance with the Managing
Performance & Behavior Policy.
HR Department Budget Items
Selection and Placement
Recruitment advertising 10000
Agency fees 20000
Employee referral program 10000
Recruitment-related travel -
-
College recruitment giveaways -
-
Printing costs--applications, recruiting brochures 5000
Web development/maintenance/working software 100000

23. 23
Training and Development
External programs -
Registration fees -
Travel expenses 12000
Internal programs 20000
Consulting fees/trainers salary -
Program materials 10000
Food and beverages 50000
Supplies for attendees -
Audiovisual rentals
Compensation and Benefits
Employee salaries 300000
Payroll costs 150000
Overtime 25000
Incentive compensation 50000
Cafeteria plan administration 100000
Survey reports -

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Employee and Grievance Redressal
Service awards 20000
Attendance incentives -
Suggestion program awards -
Labor relations expenses 12000
Health, Safety and Security
Employee assistance program 10000
Fitness facilities -
Safety training/promotion -
Other
Strategic planning (data/consultants) 150000
Charitable donations -
HR databases/subscriptions/memberships/books 20000
Intranet design, maintenance and admin 150000
Rent 300000
Grand Total (Approx.) 1524000

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