1

HTC GLOBAL SERVICES, CHENNAI

A report on the organization study submitted in partial fulfillment of the

requirements for the MBA (Full time) Degree of the Mahatma Gandhi

University

Submitted by

AUSTINA FRANCIS

Register no:31213

2011-13 Batch

FISAT BUSINESS SCHOOL

Hormis Nagar,

Angamaly, Cochin 683 577.

June 2012

2

DECLARATION

I, AUSTINA FRANCIS hereby declare that the Organization Study Report

entitled HTC GLOBAL SERVICE, CHENNAI is a record of bona-fide work

done by me in during the two months o under the guidance of Mr. T.N

RAMAKUMAR, Professor, FISAT Business School, and Mr. Prasad RLV,

Human Resource Manager at HTC GLOBAL SERVICE, INDIA is submitted

in partial fulfillment of the requirements for the MBA Degree of the Mahatma

Gandhi University.

Place:

Date:

Name and signature of the candidate

3

ACKNOWLEDGEMENT

First and foremost, I thank the lord almighty for his perpetual showers of blessings,

which led to the successful completion of my organizational study project. It gives

me immense pleasure to present this report.

I take this opportunity to express my deep sincere of gratitude to all

those who have helped me throughout this organizational study. It gives me

immense pleasure to acknowledge all those who have rendered encouragement

and support for the successful completion of my work.

I am also thankful to Dr. P A Mathew, Director, FISAT Business

School, who helped me throughout my study and helped me in analysis and

interpretation of data preparing the final draft.

I also take this opportunity to express my sincere gratitude to

Mr.T.N Ramkumar Sir Fisat Business School for his guidance and constant

encouragement throughout this organization study.

I express my sincere thanks to Mr. Prasad R.L.V, Human Resource

Manager, HTC, Chennai for the precious time sacrificed for guiding me to

absolute excellence. I am immensely grateful to all the employees at HTC,

Tambram, and Chennai for the help and co-operation rendered to me during the

study.

Also it was the love and inspiration instilled in me by my family

members and friends that energized to complete this study. I again extend my

whole hearted gratitude to all those who have directly and indirectly helped me

during the course of work.

Austina Francis

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INDEX

CONTENTS.................................................................................

LIST OF FIGURES.....................................................................

LIST OF TABLES......................................................................

ABSTRACT................................................................................

CHAPTERS.................................................................................

BIBLIOGRAPHY.......................................................................

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CONTENTS

Chapter No:

Contents

Page No:

1 Introduction

1. Aim and Scope

2. Materials and Methods

3. Limitation of the study

10-12

2 Industry Profile

1.The IT industry

2. Global scenario

3.TheIndian scenario

4. Segmentation of market

5. Major players

14-20

3 Organization-Origin and

development

1. Organization History

22-23

6

4 Organization-Structure

and design

1. Organization Chart

2. Mission and Vision

3. HTC Values

4.Recognition and

Certifications

5. HTC Business

6. HTC Branches

25-33

5 Organization

Functional area

1. HTC Headquarters

functions

2. HTC GDC functions

3. HTC Department

functions

35-57

7

a. Life cycle process

b. Life cycle support

process

c. Department process

6 Organization Policies

and Procedures

59-66

7 SWOT Analysis 68-71

8 Findings and Conclusion 72-74

9 Conclusion and

Bibliography

75-77

8

LIST OF FIGURES

1.1 Source of data....................................................................................12

3.1 Organization Chart............................................................................25

3.2 GDC Chart........................................................................................28

3.3 HTC Locations.................................................................................32

4.1 HTC Headquarters function.............................................................35

4.2 HTC India functions.........................................................................36

4.3 Implementation Process....................................................................37

4.4 HTC Department Process.................................................................47

4.5 Database Administration..................................................................48

4.6 eBAP Department structure..............................................................48

4.7 General Administration....................................................................49

4.8 Administration and Finance Department..........................................50

4.9 HR Process........................................................................................50

4.10 Java Department..............................................................................51

4.11 Mainframe Department...................................................................52

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4.12 Microsoft Department.....................................................................52

4.13 Oracle Department..........................................................................53

4.14 PMG Department............................................................................54

4.15 Quality Assurance...........................................................................54

4.16 RADQ Department.........................................................................55

4.17 System administration department..................................................56

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I NTRODUCTION

Organization is the process of identifying and grouping the work to be

performed, defining and delegating responsibility, authority and establishing

relationship for the purpose of enabling people to work most effectively

together in accomplishing objectives. Management gratitude should have

thorough knowledge about the various functions carried out in an organization.

The organizational structure refers to the formal configuration between

individuals and the group with respect to the allocation of task, responsibilities

and authorities within organization.

The framework of an organization is the structure, where in the job each and

every person is defined, described and coordinated to achieve the

organizational goal. It depicts the authority and responsibility relationship

between the various positions in the organization by showing who reports to

whom. So an organizational study is essential to know and understand the

various functions, responsibilities and authorities in an organization.

The study includes the hierarchy of different departments, their functions and

other activities that the organization undergoes.This study provided the

Knowledge about the functions of the organization Awareness about the

working conditions .

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SCOPE OF THE STUDY

Organizational functioning is an important factor for any organization to achieve

the desired goals and objectives. This requires co-ordination at all levels to smooth

functioning. This study aims to understand the functions and organization structure

of HTC Global services in relation with different departments.

The main purpose of the organization study was to study the various departments

of the organization and understand their basic functions, their purpose,

achievements, competitors and the mission and vision of the company and their

progress towards that.

It is very important to observe the actual working of an organization and the

overall structure of an organization. The actual professionalism can be studied only

through experience.

This study focuses on overall structure of the organization. An attempt to have

SWOT analysis also will help to extract the information, effectively.

It is a great opportunity to get the first hand information and understand the

functioning of various departments.

LIMITATION OF THE STUDY

Duration of the study was limited to two months.

Organization data cannot be revealed

Interactive sessions were less during the organizational study due to busy

working hours.

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METHODOLOGIES OF ORGANIZATION STUDY

Both primary and secondary data were collected from the company and the same

were used for the completion of the organization study.

Primary data: - Primary data were collected through the direct interaction and

discussions with the HR manager and to the other members from various

departments.

Secondary data: - Secondary data were collected through the quality manual,

websites .

Fig: 1.1 Source of data

Source of data

Primary data Secondary data

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CHAPTER-1

INDUSTRY PROFILE

14

INDUSTRY PROFILE- INFORMATION TECHNOLOGY

The Information technology industry in India has gained a brand identity as

a knowledge economy due to its IT and ITES sector. The ITITES industry has

two major components: IT Services and business process outsourcing (BPO). The

growth in the service sector in India has been led by the ITITES sector,

contributing substantially to increase in GDP, employment, and exports. The sector

has increased its contribution to India's GDP from 1.2% in FY1998 to 7.1% in

FY2011. According to NASSCOM, the ITBPO sector in India aggregated

revenues of US$88.1 billion in FY2011, where export and domestic revenue stood

at US$59 billion and US$29 billion respectively.

The major cities that account for about nearly 90% of this sectors exports

are Bangalore, Delhi, Mumbai, Chennai, Hyderabad, Pune, Kolkata and

Coimbatore. Export dominate the ITITES industry, and constitute about 77% of

the total industry revenue. Though the ITITES sector is export driven, the

domestic market is also significant with a robust revenue growth. The industrys

share of total Indian exports (merchandise plus services) increased from less than

4% in FY1998 to about 25% in FY2012.

According to Gartner, the "Top Five Indian IT Services Providers" are Tata

Consultancy Services, Infosys, Cognizant, Wipro and HCL Technologies. This

sector has also led to employment generation. Direct employment in the IT

services and BPO/ITES segment was 2.3 million in 2009-10 and is estimated to

reach nearly 2.5 million by the end of financial year 2010-11. Indirect employment

of over 8.3 million job opportunities is also expected to be generated due to the

15

growth of this sector in 2010-11. Generally dominant player in the

global outsourcing sector.

However, the sector continues to face challenges of competitiveness in the

globalized world, particularly from countries like China and Philippines. Indias

growing stature in the Information Age enabled it to form close ties with both

the United States of America and the European Union. However, the recent global

financial crisis has deeply impacted the Indian IT companies as well as global

companies. As a result hiring has dropped sharply, and employees are looking at

different sectors like the financial service, telecommunications, and manufacturing

industries, which have been growing phenomenally over the last few years. India's

IT Services industry was born in Mumbai in 1967 with the establishment of Tata

Group in partnership with Burroughs. The first software export zone SEEPZ was

set up here way back in 1973, the old avatar of the modern day IT Park. More than

80 percent of the country's software exports happened out of SEEPZ, Mumbai in

80s.

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GLOBAL SCENARIO OF INFORMATION TECHNOLOGY

Information and communication technologies has evolved into a key enabling

infrastructure across industries while proving to be a powerful driver of enhanced

living conditions and opportunities around the globe. ICT has changed the world

dramatically and it is bound to continue to do so in the future.

Over the past decade, The Global Information Technology, has become the most

comprehensive and respected international assessment of the preparedness of

economies to leverage the networked economy. This research provides a unique

platform for public-private dialogue on best policies and for determining what

actions will further national ICT readiness and innovation potential.

Through the evolved methodological framework of the Networked Readiness

Index (NRI), The Global Information Technology Report 2012 measures the extent

to which 142 economies take advantage of ICT and other new technologies to

increase their growth and well-being. This year, Sweden tops the rankings,

followed by Singapore and Finland.

IT industry is today facing its toughest test. The industry earns a major chunk of its

revenue from US and the Europe. The concerns around the US economy, its

protectionist outsourcing policies and survival of the Euro, have resulted in large

set off across many sectors including IT. IT majors such as TCS, Infosys and

WIPRO which rely on the US and European markets for about 60 per cent of their

revenue have witnessed a huge fall in their profit margins.

Moreover, the IT sector is just about completing its first year post-tax holiday

honeymoon period and this has meant that most companies have witnessed a

consequent upward spiral of the Effective Tax Rates (ETR). To add to its woes, the

17

Minimum Alternate Tax has been hiked from 18 to 18.5 per cent in the recent

budget.

To offset the tax burden, most of the IT companies have been migrating to SEZs

(Special Economic Zones) as they offer additional tax benefits. In order to make

the IT fraternity competitive, the government should take steps to further develop

these SEZs. Although, STPI (Software Technology Parks of India) have already

enabled IT companies and new start-ups to carry out documentation, licensing and

tax payment hassles through a single window system, the government should also

relax norms for DTA (Domestic Tariff Areas) to promote IT spending in the

country itself at a lesser cost. Dalian in China has been growing as a major IT hub

there. If actually compared, Chinas IT spending is five times that of India, most of

it being domestically. IT companies should take benefit of domestic economic

growth by focusing on projects within the country such as the Railways ERP

project, the BSNL system integration system, networking projects, IT work from

Ministry of Finance, private telecom companies, banks and others as they offer

multi-year contracts amounting to over US$ 100 million.

Yet another challenge that the Indian IT industry is facing today is emergence of

new IT destinations across the world such as China, Kenya, Thailand, and

Argentina and so on. Indian IT industry needs to create a differentiator that will

ensure its status as the leading IT destination of the world. In order to maintain

Indias status as the leading IT hub of the world, the Indian IT industry needs to

create an environment for innovation. Companies need to focus on creating

superior customer experience that will result in high quality growth. The

Information Technology sector also needs to spread the range of its activities and

look at opportunities in countries other than US.

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INDIAN SCENARIO OF IT INDUSTRY

The Information technology industry in India has gained a brand identity as

a knowledge economy due to its IT and ITES sector. The ITITES industry has

two major components: IT Services and business process outsourcing (BPO). The

growth in the service sector in India has been led by the ITITES sector,

contributing substantially to increase in GDP, employment, and exports. The sector

has increased its contribution to India's GDP from 1.2% in FY1998 to 7.5% in

FY2012. According to NASSCOM, the ITBPO sector in India aggregated

revenues of US$100 billion in FY2012, where export and domestic revenue stood

at US$69.1 billion and US$31.7 billion respectively, growing by over 9%.

The major cities that account for about nearly 90% of this sectors exports

are Bangalore, Chennai, Delhi, Mumbai, Hyderabad, Pune, Kolkata and Coimbator

e. Export dominate the ITITES industry, and constitute about 77% of the total

industry revenue. Though the ITITES sector is export driven, the domestic market

is also significant with a robust revenue growth.

The industrys share of total Indian exports (merchandise plus services) increased

from less than 4% in FY1998 to about 25% in FY2012. According to Gartner, the

"Top Five Indian IT Services Providers" are Tata Consultancy

Services, Infosys, Cognizant, Wipro and HCL Technologies. This sector has also

led to massive employment generation. The industry continues to be a net

employment generator - expected to add 230,000 jobs in FY2012, thus providing

direct employment to about 2.8 million, and indirectly employing 8.9 million

people. Generally dominant player in the global outsourcing sector. However, the

19

sector continues to face challenges of competitiveness in the globalized world,

particularly from countries like China and Philippines.

India's growing stature in the Information Age enabled it to form close ties with

both the United States of America and the European Union. However, the

recent global financial crises have deeply impacted the Indian IT companies as

well as global companies. As a result hiring has dropped sharply, and employees

are looking at different sectors like the financial service, telecommunications, and

manufacturing industries, which have been growing phenomenally over the last

few years.

India's IT Services industry was born in Mumbai in 1967 with the establishment of

Tata Group in partnership with Burroughs. The first software export zone SEEPZ

was set up here way back in 1973, the old avatar of the modern day IT Park. More

than 80 percent of the country's software exports happened out of SEEPZ Mumbai

in 80s. India's IT-ITES industry caters to both domestic and export markets.

Exports contribute around 75% of the total revenue of the IT industry in India. The

IT industry can be broadly divided into four segments -

IT services

Software (includes both engineering and Research

and Development)

ITES-BPO

Hardware

20

KEY PLAYERS IN THE INDUSTRY

Cognizant Technology Solutions

Infosys Technologies Limited

Larsen & Turbo InfoTech Limited

Mastek Limited

.Patni Computer Systems Limited

Satyam Computer Services Limited.

Siemens Information Systems ,

Tata Consultancy Services

Wipro Technologies

Software Paradigms International

21

CHAPTER-2

ORGANIZATION ORIGIN AND DEVELOPMENT

22

ORGANIZATION ORIGIN AND DEVELOPMENT

HTC Global Services Inc. is a global provider of IT Solutions and Business

Process Outsourcing services. It is a rapidly growing Information technology

consulting and software development firm producing systems and business

solutions to business clients in different parts of the world. HTCs World

headquarters situated in Michigan, Troy. Our solutions aim to provide high value

by optimizing the cost of ownership for our customers.

Established in 1990, HTC is one of the fastest growing private companies in

US.HTC offers a broad range of software services and expertise with customer

focus. The services are offered onsite, offsite and offshore in the area of IT

strategy planning. IT implementation, software development, system integration,

implementation and support, application and database migration, professional

services, software training and support.HTC is committed to provide cost effective

competitive solution for some of the large corporations in the world as well As for

small and mid- sized companies. Our experience in the business process

outsourcing arena fully complements and strengthens the broad range of our

service offerings and allows us to operate as an enterprise-class solution delivery

company.

HTC Global Services has a client base consisting of several Global 2000

organizations. Our commitment is to provide solutions that translate into tangible

business outcomes for our customers. HTCs Business Partner approach generates

high business value for customers and rich dividends to HTC Global services in the

form of a continual stream of repeat business.

23

HTCs customer-centric approach is further strengthened by our client relationship

and account management process to find more ways to delight our key customers

and grow market share.

HTCs onsite-offshore delivery model provides significant cost savings. HTC's

development centers are assessed at SEI CMM-Level 5, and are also ISO

9001 certified, helping us to continually provide high value, high quality

deliverables to our clients, consistently deliver to client expectations, and

establish long lasting client relationships. These development canters follow

strict security guidelines and are certified under ISO 27001 standards.

HTC was ranked as one of the top five fastest growing private companies in

Michigan and consistently appeared on the Inc 500 list of fastest growing

companies. Its also recognized as a Detroit future 50 company. A minority

owned company.

HTC profile of clients includes fortune 500 companies and government

organization all over the US. The design and implementation of HTCs quality

management systems is influenced by the environment changes in that

environment and the risks associated with that environment.

24

CHAPTER -3

ORGANIZATION STRUCTURE AND DESIGN

25

Fig:3.1

President

Vice president ,Europe and Asia pacific

operations

Vice President,Insurance Services

Vice President/Practice Leader

Vice President,

strategic Account

Director of

Finance

Vice President,

IT Solutions

Vice President,

Human Resource

Vice president,Financial services

Vice president,Governme

nt services

Executive vice president,operations

Executive vice president

26

HTCs Mission

HTC is a global IT solutions and IT enabled service provider adding value to our

clients and to our people through emerging technologies and dedicated to the

success of our clients, employees, business partners, suppliers community and

stakeholders.

HTCs Vision

Reaching outThrough IT

HTC Values

Simplicity

Honesty

Humanity

Truth

HTC Recognitions and certifications

Inc.500 Hall of Fame

Diversity 100 Business in US

Regional Technology Firm of the year by MBDA

Michigan Private 100 Company

Business Success Celebration award from MEDC

neoIT offshore-100

Global Services 100(CMP)

Corp Mgazine Business Excellence

27

APACC-Salute to Excellence

Detroit 200-Crains list 2010

Largest Asian Owned Business.

HTC Customers

Ford

GM

JP MorgannChase

WD-Western Digital

AIG

At & t

CEBGAGE Learning

Commence Bank

ProQuest

GMAC Insurabce

Mc Grow Hill

Best Buy

Delphi

Canon

DHL

28

GDC ORGANIZATION CHART

Fig: 3.2

President &Chief executive officer

Vice President

Europe & Asia Pacific Operations

Head Recruitment Head Program Management

Head Training Head Human Perfomance

Head General Admin & Finanace

Head Testing

Head Testing Head BPO

Head Tech Doc

29

HTCs Business

Core competency in the following areas;

Organization and method of study.

Programming and testing.

Training and on-going support.

System study, analysis, design and development.

System integration and immigration.

Project planning, matrices analysis.

HTCs Skilled and dedicated staffs works as;

Project Managers

Project Leaders

Analyst Programmers

Database administrators.

System administrators.

Web Programmers

Project Planners.

Metrics Analysis.

Testing Coordinators.

Configuration Controllers.

30

Global Development Center (GDC)

Services;

Software development.

Implementation of turnkey projects.

Professional Services

Staff enhancement

Team Staffing

Managed Services

Project Outsourcing.

Selective Outsourcing.

Application Projects.

Proof of Concept.

HTCs Technology Thrust Areas

HTC focus on,

E-Business

Data Warehousing

Customer Relationship Management

Enterprise Resource Planning.

Extensive experience in,

Mainframe

Client/Server

Web

31

Graphical User Interface

Object oriented programming System

Design & Programming

Relationship Database Management System

Distributed Processing

Micro to Mainframe connectivity

System and Network administration

HTCs cost effective system solutions;

Requirement gathering

Analysis

Design

Development

Testing

Implementation

Administration

Integration & Testing

Training.

World Headquarters

3270 West Big Beavers Road

Troy,MI 4808,USA

Phone 2487862500

Fax 2487862515

E-mail :contact@htcinc.com

32

WEB : www.htcinc.com

Branch offices

Global Headquarters in Troy,Michigan

Atlanta GA

Hartford,CT

Chicago,IL

Bloomington,IL

Fig: 3.3

Other International Offices

UK,Germany,Sharjha, UAE,Singapore,Malaysia,Hong

Kong,Shanghai,China,Australia

33

4,5000+Employees.

Global Delivery Center

SDF II,Phase II

MPEZ,Tambram

Chennai-600 045

India

Phone +914422623522

FAX +914422627713

Global Delivery Center

6-3-1192/2/1

Kundan Bagh,Begumpet

Hyderabad-500 016

India

Phone :+914023410544

34

CHAPTER-4

HTC FUNCTIONAL AREAS

35

HTC HEAD QUATERS FUNCTIONS

HTC Headquaters

Core functions

Sales Marketing

Project Management

Recruitment

Resource Management

Employe care

Support functions

Technology Management

Finance and Administration

Human Perfomance

Strategic Management

36

Fig 4.1

HTC GLOBAL DELIVERY CENTER FUNCTIONS

Fig: 4.2

Global Development Center

Core functions

Projects

General Administrations

System Administration

Technical Administration

Quality Assurance

Training

Recruitment

Support functions

Resource Functions

Human Perfomaance

Project Planning

Configuration Management

Testing

37

HTC Implementation Process

Fig: 4.3

Plan

Source

Interview (Interpersonal skills)

Interview(Technical skills)

Interview(Client Specific)

Hard close offer

HTC Orientation

Client Orientation

38

HTC DEPARTMENTS AND FUNCTIONS

HTC have different departments classified on the basis of Process and Procedure.

These further come under the categories of the following.

A. Life Cycle Process

1. Project Proposal

a. Commercial Proposal preparation.

b. Contract preparation procedure.

c. Fixed price preparation.

d. Proposal decision procedure.

e. Proposal review procedure

f. Proposal review procedure

g. Proposal tracking procedure.

h. Request for proposal procedures

i. Technical Proposal Procedure.

j. Time and Material procedure

2. Project Initiation

a. Contract Review

b. Project initiation.

39

3. Requirement Specification

a. Customer requirement specification development procedure.

b. Customer requirement specification review procedure.

c. Software requirement specification procedure

d. Software requirement specification review procedure.

e. System test case procedure.

f. System test case review.

4. Design

a. Database Design procedure

b. Database Design review Procedure.

c. Design input analysis procedure.

d. Formal design review procedure.

e. High level design procedure.

f. High level design review procedure.

g. Integrated unit test case design review.

h. Program specification review procedure.

i. Program specification development process.

j. Project standard development procedure.

k. Technical and Project standard review procedure.

40

5. Coding

a. Code walk-through procedures

b. Coding input-analysis.

c. Coding procedure.

d. Database administration process

e. Development setup procedure.

f. Software integration.

g. User documentation review.

6 .Testing

a. Delivery inspection procedure.

b. Testing Procedure.

7. Acceptance

a. Acceptance plan review process

b .Acceptance planning

c. Acceptance testing.

d. Replication, Delivery

8. Maintenance

41

a. Help desk procedure.

b. Maintenance life cycle process

c. Maintenance plan procedure.

d. Maintenance task tracking procedure.

B. Life Cycle Support process

1. Project Management

a. Approval of project Management.

b. Estimation Activity.

c. Phase closure/Internal review.

d. Project Administration.

e. Project Analyst Activity.

f. Project Control Activity.

g. Project Meetings Activity.

h. Project Planning & Tracking Action

i. Quality Assurance facilitation Activity.

j. Quality Assurance review and project management.

2. Configuration Management

42

a. Archival Management

b. Change control Procedure.

c. Change in Procedure.

d. Check out procedure.

e. CM plan review procedure.

f. Configuration audit process

g. Configuration Management.

h. Deployment procedure.

i. Maintenance Configuration.

j. Maintaining Traceability Management.

3. Metrics

a. Change Summary.

b. Defect containment Efficiency.

c. Defect Detention Distribution.

d. Defect Injection Distribution.

e. Defect Injection Rate.

f. Defect Summary.

g. Delivered Quality.

43

h. Earned Value Graph

i. Effort Distribution.

j. Establishing Project Metrics.

k. In Process Defect removal.

l. Ishikawa Diagram.

m. Non Conformance analysis.

n. Organization Metrics Analysis

o. Pareto Analysis.

p. Percentage change request.

q. Productivity Analysis.

r. Quality cost Analysis.

s. Requirement Stability Analysis.

t. Review Effectiveness.

u. Rework ratio Analysis.

v. Risk forecasting Index analysis.

w. Schedule and Effort Summary.

x. Time card.

44

4. Transition Management

a. Core transition team identification process.

b. Employee transition Procedure.

c. Knowledge confirmation consolidation &

Self-assessment procedure.

d. Knowledge transfer & transition procedure.

e. Mentors and Mentees identification Procedure.

f. Transition Initiation procedure.

g. Transition Planning & Tracking Procedure.

5. Department Process

a. Database Administration

1. Application Server Installation/Configuration Procedure.

2. Coordination with other department and project.

3. Creating Project Dump Procedure

4. Installation creation Refresh of new database.

5. Maintenance and Monitoring of Database backup and

application server.

6. Research and development on new oracle.

7. Restoration Procedure

45

8. Software Database Tools/Installation on client machines

9. Technical Discussion Support

10. Turning Trouble Shooting & General Technical Support.

b. Human Performance

1. Blossoms Newsletter.

2. Business Communication Procedure.

3. Exit Interview Procedure.

4. Family meets Procedure.

5. HR Strategy Procedure.

6. Induction procedure for HP

7. Resource Feedback Procedure.

b. Coordinate quality audits.

1. Coordination of process engineering activities.

2. Management Review Procedure.

3. PEG Review Procedure.

4. Pilot Run Procedure.

5. Process Analysis-GAP coverage.

6. Process Asset Identification Procedure.

46

7. Process Asset Library Maintenance Procedure.

8. Process Development Procedure.

9. QMS Process Review and Approval Procedure.

10. QMS Suggestion Procedure.

11. Quality Department plans

c. Equivalation Procedure

1. Requirement gathering & Processing Procedure.

d . Human Resource allocation Procedure

1. Induction procedure

2. Resume writing procedure

3. Skilled resume maintenance

e. Antivirus Effectiveness tracking Procedure

1. Back up & Restore plan Procedure

2. WSUS Path testing and deployment procedure.

f. Contest Specification Procedure

1. Contest Specification Review Procedure.

2. Documentation Plan procedure.

3. Documentation Plan review procedure

47

4. Estimation procedure

5. User Documentation development Procedure.

6. User Documentation Editorial Review Procedure.

7. User Documentation Lang Procedure.

8. User Documentation Functional Procedure

g. Conducting Training

1. Maintaining Course Kit Procedure

2. Preparing & Maintaining Training Department Plan.

C. Department Process

Fig:4.4

Head Configuration Management

Configuration Controller Department Controlors

48

1. Configuration Management

It consists of a set of activities performed to identify and organize software

components and related documentation and to control their identification. The

collection of informations inorder to perform the above mentioned activities also

included.

2. Database Administration

Major responsibility of the DB admin is to ensure that all database servers are up

and running. They do installation and periodic upgrades o software making

database available for various department and reducing redundancy.

Fig:4.5

Head DataBase Administration

Database Administation Department Co-ordinator

49

3. Directors office

Directors make strategic business decisions. They are responsible for

short term & long term policies and business objectives & strategies.

4. eBAP Department

Fig:4.6

eBAP consist of asset of activities performed to develop and deliver the quality

software product/project to its customer.

5. General administration

Head of the department

Project Manager/Devel

opment manager

Development team

RAD Team Testing team Production

Support

50

Fig:4.7

This department offers services like travel , food and other office works like faxing

printing and other security and maintenance works. The Director take care of these

following departments.

6. ADMINISTRATION AND FINANCE CONTROL

Head General Administration

Managers administration

House Keeping

Maintanance Staff

Senior Administrator

Executive

Front Office Assistant

Admin Executive

Office assistant general

Travel administration

manager

Executive/

Junior Executive

51

Fig:4.8

1. Human performance Process

Fig:4.9

Finance Controller

Finance account group

Senior executive ITES

Senior Executive Manager

BPO group

Senior executive /Manager

Executive /Junior Executive

Payroll Group

senior executive/Manag

er

Executive/Junior Executive

Head of Human performance

Business Communication

Specialist

Human perfomance coordinator

Human perfomance Coordinator

52

2. They familiarize the new employee with the organization structure,

business, and goods organization culture. Give an orientation make them

aware of the organization.

7. Java Department

Java department consist of a set of activities which is performed to develop and

deliver the quality software products/projects to its customers. It improves the

development process, ensures that the software work products are following QMS

and improve software quality.

Fig:4.10

Head of the

Department

Development

manager/Department

coordinator

Developer

PMG Quality Testing Training HR Marketi

ng Systems

53

8. Mainframe Department

Fig:4.11

Java development consists of as set of activities which is performed to develop and

deliver the quality software projects to its customers.

9. Microsoft group

Fig:4.12

Microsoft groups activity is to develop projects and products. This includes

planning and coding. This group is also involved in the estimation for project

Head of Projects

Project manager

Development

Manager

Developer Trainer

Onsite coordinato

r

Group head

Development manager

Developer

Group coordinator

54

proposals, preparation and review of training materials, independent code review,

research and development.

10. Oracle Department

Fig:4.13

Oracle department consists of activities performed to develop and deliver the

quality software products/project to its customers.

They improve the development process through their different processes and

increase productivity and skill level of the individual.

11. PMG Department process

Its key activity planning and tracking, this involves planning, effort estimations,

and preparation of status report, phase closure and customer communication.

Head of the department

coordinator Development

Manager

Team Leader Developer Trainer

55

Fig:4.14

12.Quality Assurance

This ensures quality in all the levels and implementing it.

Fig:4.15

Head of planning(US&Row)

Project Manager Project Planner

Head of quality assurance

Department coordinator

Metrices analyst

Process Engineer

Software quality analyst

56

13. RADQ Department process

Project design and testing issues, Quality manual system requirement analysis and

design .These functions are carried out by the RADQ department.

Fig:4.16

14. Resource Management

Short listing the candidates. The resource management department caters to the

human resource requirement of projects and departments request for human

resource is tracked in resource management requirement tracker. The resource

manager checks for internal resource availabity and resources. If there are no

internal resources, the RMD department manager arises a request to the

recruitment department.

Department Head

Department coordinator

RADQ Lead

Designer Tester

57

15. System Administration

Antivirus effectiveness tracking, data backup and recovery plan are the main

functions of the system administration department. Since the data is the heart of the

enterprise its crucial for us to protect it. Therefore implement a data backup and

recovery plan is essential. This will help to protect against accidental loss of user

data. HTC uses daily backup plan as well as full back up of data.

16. Technical Department

Project system requirement specification based training and the documentation

planning are the main functions.

Fig:4.17

Head-Technical Documentation

Manager-Technical

documentation

Team Leader

Technical Communicator/D

ocumentation Specialist

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17. Training Department

Training department provides a customized training programme. Self-renewal

training is available for the employees. The programmes are focused on

communication skills, team building, and stress management.etc. There are

mainly two types of training programmes been arranged for a new

joiniee.Programs for managers in effective leadership also available.

59

CHAPTER-5

HTC POLICIES AND PROCEDURES

60

HTC People Development Activities

Fig:5.1

In order to transform the employees there are different programs been conducted.

2. Institutionalization of self-introspection & self renewal.

3. Leadership Development

a. Transforming managers into leaders

b. Develop ability to influence, inspire and achieve results through team

members

4. Every manger in the company will have only one focus that to help our team

to be successful.

HTC Employee Engagement Activities

3. Encouraging creativity

IDEAS-Innovative Discussion with Enthusiasm and Adventurous

Spirit.(Reaching out to the future)

4. Quarterly Newsletter

Independent

Enterpreneaur

Networker

Generaist

Technical Expert

61

Blossoms.

Reflections.

5. Annual Games and Sports

6. Annual Cultural Events.

Employee Retention

HTCS Employee Retention rate has been consistently higher than the industry

average over the past several years:

Clear and shared vision & Values.

State of the art technology, equipment & processes.

Open work culture.

Well-defined commitment to the success of its people.

Growth orientated training and development programs.

Challenging job prospects with attractive compensation.

Stability through long term engagements and projects.

Opportunity for growth within the company.

Awards and Recognitions.

Fig:5.2

Tangible Benfits

People Involvement

People Development

62

HTC Employee care-Training

Fig:5.3

HTC Policies and Procedures

HTC Quality Policy

Deliver products, services and solutions right the first time, every time.

Fulfill the requirements of our internal and external customers.

Deploy innovative process by leveraging emerging technology

General Policies

Work hours, Attendance & Leave

Incentives and Allowances

1. General Policies- Benefits

HTC Employeee

Training Programme

Induction

Project Management

Quality Management

Security Practices

Domain specific

Technology Specific

Soft Skills

63

i. Statutory Benefits

1. Provident Fund

2. Employee state Insurance Scheme.

3. Gratuity

ii. Other Benefits

1. Medical Reimbursement

2. LTA

iii. Group Medical Insurance

iv. Personal Accident Insurance Policy.

v. HTC Group Medical Insurance Calm Procedure

Health and related expenses been take cared by the company when they

produces the documents.

The company is tied up with the TTK Healthcare.

2. General Policies-Attire

Monday to Thursday

Male Employees has to wear western formula wear.

Female Employees has to wear salwar/Churidar/Sarees with corporate

appeal.

3. Web Mail Access

All on site employees will be given a web mail access to their HTC mail.

HTC Delivery or Account Manager may be contacted to avail this facility.

64

4. General Policies

Time Sheet

Check with your account regarding time sheet submission.

Non Disclosure Agreement

Non Disclosure agreement

All employees must sign the Non-Disclosure Agreement (NDA)

Performance Review

Performance review/appraisals are done in January and July of each year.

Associates whose performances review fall due between November and April will

be appraised in January.

Associates whose performance review fall due between May and October will be

appraised in July.

5. Corporate Salary Accounting

Bank accounts RBS/Axis Bank.

6. Grievance Redressal

HTC strives to bring about harmonious between coworkers and clients

since we recognize that this is important to the success of the business. However

grievances may occur which have to be handled carefully to ensure a peaceful and

satisfying work environment.

65

In case of any grievances contact the Account or Delivery Manager who will

redress the grievance at the earliest. If this is against any instruction by the client

you need to carry out the instruction before the grievance is resolved.

Any issue pertaining to communication, understanding or rapport building with the

client, technical or non technical or anything internal to the HTC or the client must

be addressed to and resolved by the HTC Delivery or Account Manager.

Any discussion or confrontation with the client must be avoided.

7. Non-Compete Undertaking

The employee will not engage in any activity in any capacity which is in

competition to the business of the company. The employee will not undertake any

remunerative activity or be employed part time or otherwise with any client or

associate of HTC directly or indirectly without the written of HTC because this

will be detrimental to HTCs future business.

8. Work hours, Attendance & Leave

Casual Leave Sick Leave

6 Days/Year 6 Days/Year

Cannot be accumulated Medical certificate for SL over 2days

Cannot combined with PL or SL Cannot be accumulated

Fig:5.1

In both the cases prior approval of the reporting superior at the client location must

be obtained.

The Accountant Manger or Delivery Manager must be kept informed about leave

approvals and other details via email.

66

As both CL and SL are calculated as per the calendar year, you will be eligible for

these on pro-rata basis for the remaining months.

9. Maternity Leave

12 weeks, not more than six weeks o precede the expected date of pregnancy. Can

avail one month additional leave without pay.

A letter to be submitted to the HOD.Those covered under ESI would come under

ESI Act provisions.

10. Absence from duty

Will be liable for loss of pay

If it exceeds eight consecutive days the employee will be considered to have

abandoned employment without notice

Appropriate action would be initiated as per the letter of appointment.

11. Release from client Assignment

On completion of the client assignment/project or honorary release the employee

shall report to the Resource Management at GDC Chennai.

There are some duties to completed before the release like,

Time Sheets duly filled and approved.

Snapshots of approved timesheet o be sent to the Account Manager, HTC

67

Exit formalities to be completed t the client location and copy submitted to RM

department.

Getting the sign off/release document or mail from the client is the employee

responsibility. This has to be submitted at the time of reporting to RMD at

Chennai.

12. Grievances and Redressal

HTC works towards providing a hassle free working environment for all its

employees.

However sometimes grievances may occur which the organization ensures to

resolve effectively.

Employee can register their complaints in the complaint register available with the

General Administration Department.

68

CHAPTER-6

SWOT ANALYSIS

69

SWOT ANALYSIS OF HTC GLOBAL SERVICE

STRENGTHS

Unique methods of global deployment and delivery.

o HTC works with the best of the breed alliance partners to deliver

business solutions that meet the business challenges of customers.

High quality and cost effective services.

o Its been companys core competency factor for a decade, because of

its upgraded and cost efficient technologies. i.e.; cloud computing

Consistent growth, fortune 500 list for several years.

o It shows the consistent growth and revolutions through which it has

gone through.

CMMI level 5, other quality certifications too.

o When the model is applied to an existing organization's software-

development processes, it allows an effective approach toward

improving further

Competitive work force.

o Highly skilled, Experienced, Diverse and Loyal workforce always an

advantage to the organization.

70

WEAKNESESS

Lack of focus in domestic market.

o Reduces risk. It doesnt guarantee success

Limited growth in IT sector.

o The more focus on IT enabled services may kill the business itself.

Because steady and continuous focus is needed in IT.

Not a pay master.

o Though they capable of producing satisfied employees sometime they

fail to perform it in the incredible way, so they often fail to attract

clients and employees by their salary packages

Lack of strong marketing.

o Strong marketing strategies are not in play. Therefore more often

people confuse with their core functional areas.

Less opportunity for freshers.

o They fond of experienced employee rather than a fresher. Resistance

to change is not a doubt

OPPORTUNITIES

The growth rate of Indian IT industry.

IT sector growing and provide more hope

One of the best and largest IT enables service providers.

Role of worlds largest IT enabled services provider

Experienced and loyal workforce.

71

Diverse, Loyal and Strong workforce is always an advantage to

the organization

Favourable environment.

As IT sector is booming in India, its an add on advantage for

the company too

Largest Outsourcing firm.

As a global outsourcing leader, they play a great role and got lot

more opportunity

THREATS

Recession in US and Europe

o Which will slowdown the economy growth and will have an

adverse effect on IT firms since most of the companies are US

and Europe

Dynamic changes in technology becoming a costly affair

o Technology changes play a big game in business. Because

technology always give a competitive advantage. So latest

technology becomes a necessity

Availability of labours for IT enabled services is too hard.

o Getting labours for IT enabled services is difficult. Because of

the low wages and tiring work schedule.

Strong Competition, since many players exist in the same field.

o There are many players in the same sector. So have to run hard

for sustaining in the list. Competitors like computer

corporation, International business machines corporation and

HP enterprise servicesetc

72

CHAPTER-7

FINDINGS AND SUGGESTIONS

73

Findings and Suggestions

Could sense importance of the communication skills. Without proper

Communication the survival in the corporate world is very not easy.

Could understand the importance of being professional and

Systematic so that it would be easy to perform better.

Was able to figure out the importance of maintenance of network

Among the other people in the industry to know various opportunities

available in the industry.

Came to know how important it is to keep us equipped and educated with

the frequent changes and developments that take place in the various

fields of the organization, through which the productivity of the

organization can be increased.

The survival in any field is considered to be an easy job if one is clear

with the fundamental of that field. So I understood that I must keep

myself strong enough with the fundamentals.

Was given a chance to analyse myself in terms of the skill sets that I

possess and how far it has to be improved.

74

Understood that how important is to be open to challenges and

Tackle any kind of situation.

Learnt how I have to behave among the colleagues, the way in which

Communication has to be made with the higher officials.

Could understand the difference between the theoretical and

Practical functioning of the department.

Last but not the least I came to know that one must always have the

Passion and interest and must thrive to know more and more about

the field only then they can improve themselves and survive in this

Corporate world.

75

CHAPTER-8

CONCLUSION & BIBLIOGRAPHY

76

CONCLUSION

The intention behind this project was to get better idea about the organization, its

different department. Responsibilities of key personnel and its competitive

performance with respect to operational parameters. The company trying its level

best to maintain its consistency, quality and services. Project helps

the organization to know the departmental details and it would help the

organization to respond with improvement in product quality, performance level,

etc. It can also be used as the wanted improvements of company's product and

services. Effective and efficient steps shall be taken to achieve and maintain good

reputation to the organization.

The activities of the plant office and all other departments are

functioning at the impressive standards for achieving the organizational

objectives. The commitment and efficiency of the employee helped HTC in

capturing highly competitive market. Wide range of products and service enables

the Organization to get a prominent place among the corporate entities.

HTC helped me to know more about the recruitment and the on-

boarding process, as they gave a chance to be a part of their team. A real life

experience which was enough for figuring out the structure and functioning of the

organization.

77

Bibliography

www.htcinc.com

Quality Manual

Annual Reports.

Newsletter(HTC global)