A PROJECT REPORT ON RECRUITMENT AND SELECTION AT WNS (HOLDING) LIMITED BY DEVANSHU MISHRA UNDER THE GUIDANCE OF MRS. ANITA SATHE SUBMITTED TO UNIVERSITY OF PUNE IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF THE DEGREE OF MASTER OF PERSONNEL MANAGEMENT (MPM) THROUGH ASIAN SCHOOL OF MANAGEMENT PUNE

DECLARATION

I, Mr. DEVANSHU MISHRA pursuing the degree of Master in Personnel Management from University of Pune, hereby declare that this project titled Recruitment and Selection, in the Academic Year 2010 - 2012 is my own work. Moreover, I also declare that it has not been previously submitted by me for any Examination of this university or any other university. I abide by the rule of academic project and accordingly I will not allow anyone to use or to copy it for academic or professional purpose. I have acknowledged the source of the secondary data and information used in this Project. This information is true and original to the best of my knowledge and I take Responsibility in case of any mistake.

DEVANSHU MISHRA

D. S. KHARE FOUNDATIONS

ASIAN SCHOOL OF MANAGEMENT, PUNELandmark C entre,O pp. City P ride, P une- S atara Road,P une-411 009, Fax : 020 24220958. Tel. : 020-30200555/56/57, e -mail : as om@ as iansc hoolofmanagement.c om

CERTIFICATE

This is to certify that Mr. Devanshu Mishra of Asian School of Management, Pune has successfully completed Project work titled Recruitment and Selection In partial fulfillment of requirement of the award of MASTERS IN PERSONNEL

MANAGEMENT (MPM) prescribed by University of Pune during the Academic year 2010-2011.

Internal Project Guide

Director

ACKNOWLEDGEMENT I feel great honour to submit this project as the culmination of efforts by my teacher and me. This is the step of my path leading to Master Degree In (MPM). This project required hard work sincerity and devotion, which I tried my best to put in this project and in turn, gain a lot of knowledge and confidence from this project. I am deeply grateful to my project guider Mrs. Anita Sathe Faculty of Asian School of Management who has helped me in solving my queries event at the oddest of hours. She has been constant guiding force and source of illumination for me. It entirely goes to her credit that project has attained its final shape. I would like to thanks for his valuable advices and guidance. Mrs. Madhavi Khare (Director), and Mr. (Dr.) Ashok Pathre (Director Research Dept.), Asian School of Management And Research, Pune, for their continuous support and encouragement. Last but not the least, this acknowledgement would be incomplete without my sincere gratitude and thanking my parents and my friends who have helped me in the completion of this project.

Index

Sr. No.

Contents

Page No

1 2 3 4 5 6 7 8

Executive Summary Company Profile Objective Of the study Research Methodology Project Work Undertaken (Theoretical Part) Analysis and Interpretation of Data Suggestions and Conclusion Bibliography

6-7 8-14 15 16-31 32-51 52-56 57-60 61

Executive SummaryThe main objective of this study was to study the entire recruitment and selection procedure in the organization. The recruitment and selection process forms the bloodline of any organization because if one cannot find the right candidate for the right job, then the organization will not be able to achieve its goals. It is imperative that the human resources should be hired with utmost care because the people are the biggest assets of any company. The methodology adopted for this study included observation of the process, doing the job practically as well as using a questionnaire for surveying and getting the feedback about the procedure from the recruiters within the company. The scope of the study was limited to the recruiters within the company. However, the respondents included people from all levels in the HR department. The main findings of the study were that the recruiters of the company are satisfied not only with the current procedure of recruiting, but also with the policies regarding the same. Also, the effectiveness of the whole process is measured periodically. Moreover, most of the respondents were satisfied with the HRP being carried out. The major recommendations included improving the whole HRP process so as to provide better results and thereby streamlining the recruitment and selection procedure further. Also, the process of approving the new positions could be accelerated so as to meet the growing demands of the company.

To sum up, the process was found out to be more or less streamlined and effective. The process included all the vital components to bring the right candidate for the right job within the organization. Why I Choose Recruitment and Selection for my study Basically, recruiting is the discovering of potential candidates for actual or anticipated organizational vacancies. It also can be said in another way that it is the bringing together those with jobs to fill and those seeking jobs. It is important to study Recruitment and Selection because through it I can identify our human resource needs, can know what kind of people we must select to fill up the specified vacancies. I chose this aspect for my project as in the long run, I wish to make a career in the field of recruitment and selection itself. When this wonderful opportunity came my way, I decided to take it up as a part of my summer internship project, keeping in mind my long term career goals.

Company profile History

The company was incorporated in June 1996 as a captive of British Airways.WNS (Holdings) Limited, is a leading global business process outsourcing company. WNS offers business value to 200+ global clients by combining operational excellence with deep domain expertise in key industry verticals including Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics and Healthcare and Utilities. WNS operates its business through two reportable business segments, namely, WNS Global BPO, and WNS Auto Claims BPO. The company is headquartered in Mumbai, Maharashtra, India. WNS delivers an entire spectrum of business process outsourcing services such as finance and accounting, customer care, technology solutions, research and analytics and industry specific back office and front office processes. WNS has over 21,000 professionals across 21 delivery centers responds to needs for language, cultural alignment, redundancy and 24/7 operations. They have operations based in America, Europe, APAC and Middle East Americas-USA and Costa Rica Europe- UK and Romania APAC and Middle EastAustralia, Sri Lanka, Philippines etc.

CLIENTS: WNS serves a diverse client base with over 220 clients various industries. The company markets it offerings through 117 sales support professionals based in the US, Eastern Europe, the UK and India.

Some of the major clients are:

Major US retail bank, European Airline, Leading European travel conglomerate, Leading US residential mortgage bank, Major north American airline, North American travel agency, Leading UK insurer, Leading global beverage brand, Leading Logistics Company, Major energy and gas utility company, Leading hospitality firm, Major US building supply company.

Business Process Outsourcing Services:

WNS delivers business value by "extending your enterprise." Our business process outsourcing services combine deep industry knowledge, operational excellence, a partnership approach to client engagement and comprehensive service offerings. In every enterprise, business processes are interconnected. Only when you link shared back office and industry specific processes to decision support does business thrive. The value of business process outsourcing is realized by optimizing and linking disparate processes seamlessly.

WNS changes the game for its clients by delivering the entire spectrum of business process outsourcing services. WNS delivers shared back office processes such as finance and accounting, customer care, legal, technology solutions and procurement to industry specific back office and front office processes. We also support decision making by delivering complex research analytics services.WNS helps our clients leverage outsourcing services to improve their business performance so that they can compete more effectively in the marketplace

PRODUCT AND SERVICES: A WNS global service is engaged in providing offshore business process outsourcing services. The key services of the company are:

1. Business process outsourcing (BPO) services 2. Data services 3. Voice services 4. Analytical services 5. Client processing services These services, WNS bifurcated into two section i.e Industry Focused Solutions and Cross Industry solutions

Industry Focused Solutions (BPO Solutions):

Banking and Financial Services: Banking operations outsourcing, Lending outsourcing services, Asset Management and brokerage Communication Industry: Customer Acquisition, Operations and CRM, Sales and Contracts administration, Outsourcing order Provisioning and order management. Health care Industry: DME Manufactures, Payers and third party Administrators, Providers. Insurance Industry: Property and casualty, Life, Pensions and Annuities. Retail and consumer products industry: Supply chain management, Logistics, Sales, Marketing and customer.

Cross Industry Solutions:

Legal Services: Property law, Personal injury claims, Law firm back office, corporate legal support. Customer care outsourcing: Services, Channels (voice, white, mails, chat, email), Languages. Finance and Accounting outsourcing: Procure to pay, Record to report, Supply to chain finance, Industry-specific Accounting, Order to cash. Transformation solutions: Consulting and Program management services, process and quality services, Technology services.

Key people and Employees statistics: Corporate Management Team

Eric B. Herr- Chairman WNS Group

Keshav Murugesh- CEO WNS Group Alok Misra- CFO WNS Group R.Swaminathan- Chief People Officer WNS Group Sanjay Jain- Head Global Transformation practice Mike Garber Global Head, Sales and Marketing SWOT Analysis:

Strength: excellent client base, Strong market presence, Wide service offerings. Weakness: Over dependence on UK operations, Reliable on limited customers, Current financial health. Opportunities: Growth of BPO industry, Recognitions. Threats: High competition, Changes in technology. AWARDS:

WNS receives dual recognition at the BPO Excellence Awards 2010-2011. WNS recognized with the CISO 100 Awards 2011. Recipient of the Golden Peacock National Quality Award for Overall Business Excellence and Quality Standards (2011) Recipient of Best New Outsourced Services Delivery (2010) by Shared Services & Outsourcing Network (SSON) Recipient of Best New BPO Locator Of The Year (2010) by Business Process Association of Philippines (BPAP) Industry-specific multi-year winner - IAOP 2010 Global Outsourcing 100.

Recipient of the Special Award at the NASSCOM Corporate Awards for Excellence in Gender Inclusivity 2010 in the 'Best BPO Company' category. Recipient of the IDG Media CIO 100 Special Category Award in recognition of WNSs Infosec architecture and implementations (2010). Recipient of the Net App Enterprise Innovation Award (2010) Recipient of the Maharashtra State IT Award (2010) Recipient of the Best Project Achievement in Green Six Sigma Award at WCBF, USA (2009) WNS ranked among Top 3 BPO companies in India by NASSCOM for 6 consecutive years.

Competitors:Though WNS believes in delivering High Business Value, deep Domain expertise and Operational excellence, there is a stiff competition in BPO Industry. Some of the Major: Infosys Technologies Limited, Tata Consultancy Services Limited, First source Solutions Limited, Ex-service Holdings, Inc, Accenture Plc, Genpact Limited, HP Enterprise Services, Affiliated Computer Services, Inc, and IBM.

Mission and Values:

We enable clients to outperform with our passion for service and Innovation. We capitalize on our strengths by embracing the following values:

Client First: Place clients at the core of everything we do. Integrity: Be ethical, honest an committed in all actions.

Respect be sensitive to individual differences and treat everyone with dignity. Collaboration always keeps One WNS as uppermost in everything we do. Excellence strives for excellence in everything we do and aspire to outperform at every stage. The objective is to attract and retain the best talent in-order to build an organization where people are recognized as our most valuable assets driving business delivery capability. Learning learns from our experiences, share knowledge and best practices to create innovative solutions.

OBJECTIVES OF THE PROJECT

Every task is undertaken with an objective. Without any objective a task is rendered meaningless. The main objectives for undertaking this project are:

To understand the internal Recruitment process at WNS. To identify areas where there can be scope for improvement. To give suitable recommendation to streamline the hiring process. To understand the criteria of the selection process.

RESEARCH METHODOLOGY:

Research is a scientific and systematic search for pertinent information on a specific topic. The meaning of research is A careful investigation (or) inquiry especially through search for new facts in any branch of knowledge. Data sources: One of the important tools for conducting research is the availability of necessary and useful data. Data collection is more of an art than a science. The source of information fall under two categories. Primary Data Collection: Primary data includes interaction with the employees by the following direct methods. Observation method Interview method Questionnaire method y y Open ended Questions Close ended Questions

Secondary Data Collection: Secondary data refers to the data which have already been collected and analyzed from various sources and records maintained by the personnel department of

WNS (Mumbai) with the following different publications and manuals of Organization. Journals Books Magazines Newspapers Methodology and Database: The proposed methodology involves the study of various policies, guidelines, printed materials, booklets, primary and secondary materials and discussion with executives in the personnel department. Sampling: It is not always necessary to collect data from the whole Organization. A small representative sample may serve the purpose. A sample means group taken from a large lot. This small group should be minimum cross section and really representative in character. This selection process is called sampling. Method of Sampling: The method adopted here is Random Sampling Method. A Random sample is one where each item in the universe has an equal chance of known opportunity of being selected. Sample Size: The sample size employed for the study is 100.

Period of Data Collection: 8 Weeks from 2th June 2011 to 2th August 2011.

QuestionnaireIn research process, during my internship, there are some questions which was framed to make recruitment process more clear, and to understand the best way to recruit a suitable candidate for the specified job. This questionnaire also focus on the areas which clear the satisfaction of the employees, whether they are having job satisfaction or not and for being stable in this company they will be facilitated or not. Some of those questions are as follows:

A. Questions to the Manager: 1. Frequency of recruitment should be: a. Annual b. Half yearly c. Randomly d. As per requirement

10%

20%

40%

Annually Half yearly Randomly As per Requirement

30%

There is about 40% of recruitment is annually, 30% is half yearly

2. Recruitment source should be: a. Internal b. External c. Doesnt matter

25% 30% Internal Extarnel Doesn't matter

45%

A.internal-30%, b.External-45%, c. doesnt matter- 25%

3. Candidate should be qualified up to: a. Post graduate b. Graduate c. May be below graduate

25% Graduate Post Grduate May be below Graduate

45%

30%

a. Post Graduate-45%, b. Grduate-30%, c. May be below graduate-25%

4. Facilities to the employees reduces employee turnover: a. Yes b. No c. No effect

15%

Yes 20% No No effect 65%

a. Yes-65%, b. No-20%, c. No effect- 15%

5. Job satisfaction is the main factor in terms of stability of an employee: a. Yes b. No c. May be

10%

Yes 30% 60% No May be

a. Yes- 60%, b. No-30%, c. May be- 10%

6 What is age group of the employees? Age 18-24 24-30 30-36 36-42 42-48 % of Employees 50% 20% 15% 10% 5%

y y y y y

Age wise % of employees5% 10% 15% 18-24 24-30 50% 30-36 36-42 20% 42-48

A. 18-24=50% B. 24-30=20% C. 30-36=15% D. 36-42= 10% E. 42-48=5%

7 What is the % of Male and Female employee? Gender Male Female % of the employees 58% 42%

Gender wise % of Employees

42%

Male Female 58%

A. Male-58% B. Female-42%

8 How many employees have experience? Experience 0-5 5-10 10-15 15-20 % of Employees 55% 30% 13% 2%

Experience wise % Of employees2% 13%

0-5 5-10 30% 55% 10-15 15-20

A. 0-5=55%, B. 5-10=30%, C. 10-15=13%, D. 15-20=2%

B. Questions asked to the employees: 1. Are you willing to work with this company for at least 5 years: a. Yes b. No c. Cant say

30% Yes No 55% Can't say

15%

a. Yes- 55%. b. No- 15%, c. Cant say- 30%

2. Are you satisfied with the Facilities provided by the company: a. Yes b. No c. Partially

30% 40% Yes No Partially

30%

a. Yes- 30%, b. No- 30%, c. Partially- 40%.

3. Do you get the proper support from the management side: a. Yes b. No c. Almost

30%

Yes No Almost 60% 10%

a. Yes- 60%, b. No- 10%, c. Almost- 30%

4. Can you build your career by working here: a. Yes b. No

45%

Yes No

55%

a. Yes- 45% , b. No- 55%

5. From how long you are working here: a. More than one year b. More than five years c. More than ten years

5%

30%

More than one year More than five years More than ten years 65%

a. More than one year- 65%, b. More than five Years- 30%, c. More than ten years- 5%

Project Work UndertakenHuman Resource Management An organization may be a manufacturing firm, a business concern, an insurance company, a government agency, social organization, hospitals, a university, a public school system, or a religious trust, cause oriented, groups and even families. It may be small or large, simple or complex. An organization is human grouping in which work is done for the accomplishment of some specific goals, or missions. For example, the goal of a manufacturing concern might be to produce and supply the goods and services to satisfy the demands of the market. Hospitals may provide preventive and curative health services to the people of the area; or the business goal might by not only to earn profit but also to survive in the competitive market for a long. However, the goals of the organization will not all be the same but an organization has its own objectives, which may remain relatively constant, but they are likely to be modified over a period of time, as per the changing needs and circumstances. Organizational objectives are most likely to be multiple, as the organization try to achieve several goals and to serve a number of different category of people. In order to achieve the goals a well run organization works out a set of rules sometimes called policies, programmers, rules, regulations, procedures or guidelines and sanctions. These are designed not to restrict creativity but to assist its members in accomplishment of the organizational goals. The management of man is very important and very challenging job, important because it is a job, not of managing men, but of administrating social system. The management of amen is a challenging task because of the dynamic nature of the people. No two persons

are similar in mental abilities tradition, sentiments and behavior; they differ widely also as groups and are subject to many and varied influences. People are responsive, they feel, think and act; therefore they cannot be operated like a machine or shifted and altered like a template in a room lay out. They, therefore, need a tactful handling by management personnel. If manpower is properly utilized I may prove dynamic motive force for running an enterprise at its optimum results and also work as an elixir for maximum individual and group satisfaction in relation to the work performed. OBJECTIVE of HRM Cascio29 identifies two objectives of HRM: Broad and special. The Broad Objective: The broad objective of HRM is to optimize the usefulness of all workers in the organization. The Special Objective: The special objective of HRM department is to help managers to manage workers effectively.. The important objectives of HRM are as follows: To create an able and motivated workforce and ensure its effectiveness utilization to accomplish various organizational goals. To create atmosphere to maintain high morale, to encourage value system and environment of trust, mutuality of interests. To provide training and education for developing the human resources. To provide opportunities for participation, recognition, etc. and for a fair, acceptable and efficient leadership..

To adopt such policies which recognize merits and contributions by the employees.. SCOPE AND FUNCTIONS OF HR: The major activities of HRM performed by both line managers and HR professionals, as identified by Armstrong, 31 are as follows: Organization: Organization design; job design and role building, and organizational development. Employment relationship Resourcing: HR planning; recruitment and selection. HR development: Organizational and individual learning; management

development; career management. Reward management: Job evaluation; paying for contribution; non-financial rewards; employee benefits. Health, safety and employee services Employment and HR administration: Employment practices and procedure; HR information systems. The above general functions and their constituent activities form the scope of HRM.

The Human Resource Process of the Company: WNS

Recruitment: It is obvious that the need for recruitment arises when an organization has shortage of manpower. When additional employees are to be taken up in the organization, the first step in that direction is recruitment. In the manpower planning process, the required number and types or kinds of employees are determined. After that, recruitment of employees is the next step in the procurement process. Recruitment process makes possible for the management to acquire the right number and types or kind of people to ensure for carrying on the operations of the organization in continuity.. Definition and meaning of recruitment: In simple words, the term recruitment implies the services of certain required persons for certain jobs. It is a process of obtaining information about the people who are willing to offer their services to the organization for performing the jobs available in the organization and it helps to develop and maintain adequate manpower sources. As a matter of fact, the first stage in the selection process is to make the available vacancies known to the people, and the opportunities that the organization offers. In response to this knowledge potential applicants apply for the jobs. It attracts the people to apply and from among them, most suitable once are then selected. Recruitment is defined as, A process to discover the sources of manpower to meet the requirements of the staffing schedule and to employ effective measures for attracting that manpower in adequate number to facilitate effective selection of an efficient work force.

According to EDWIN B. FLIPPO, Recruitment is A process of searching for prospective employees and stimulating them to apply for jobs in the organization. Objectives of Recruitment: To attract the people with multi- dimensional skills and experiences that suits the present and future Organizational strategies. To induct outsiders with a new perspective to lead the company. To infuse fresh blood at all levels of the Organization. To devise methodologies for assessing psychological traits. To seek out non-conventional development grounds of talent. To search talent globally and not just within the company. To device entry pay that competes on quality but not on quantum. To anticipate and to find people for positions that does not exist yet. Recruitment Process: Generally, every organization has its own recruitment policy. It may vary year to year in the light of changing environments, situations. Recruitment policy assets the objectives of the recruitment and also provides a framework for implementing the recruitment programme in the form of procedure or process. As a matter of fact, recruitment is a process used by an organization to locate and attract job seekers in order to fill the job positions. An organization has to choose that recruitment method and sources which produce the best pool of candidates quickly and cost efficiently. Steps in Recruitment process:

According to Famularo, personnel recruitment process involves five elements, viz. a recruitment policy, a recruitment Organization, a forecast of manpower, the development of sources of recruitment and different techniques used for utilizing these sources. Steps In recruitment Process: -

a) Recruitment Policy: Such a policy asserts the objectives of the recruitment and provides a framework of implementation of the recruitment program in the form of procedure as Mr. Yoder and others observe. Such a policy may involve a commitment to broad principles such as filling vacancies with the best qualified individuals. It may involve the Organization system to develop for implementing recruitment program and procedures to the employed. Therefore, a well considered and preplanned recruitment policies are based on corporate goals, study of environment and corporate needs in the Organization with the right type of personnel. b) Recruitment in Organization: There is no general procedure for hiring new personnel, which is applicable to all business enterprises. Each enterprise has its tailor made procedure, which brings it the desired quality of manpower at the minimum possible cost. The most commonly adopted practice is to centralize the recruitment and selection function in a single office. All employment activity should be centralized if the policies of the top management are to be implemented consistently and efficiently. It may be noted that in organization, recruitment procedures are merely informed by the Line Officials who are responsible to handle this function. But in large organizations it is entrusted to a staff unit with personnel or industrial relations department. However recruitment remains the line responsibility as far as the personnel requisition forms are organized by the line personnel.

c) Sources: Before the Organization activity begins recruiting applicants it should consider the most likely source of the type of employee it needs. Some companies try to develop new sources and the sources they have, may be termed as internal and external. d) Different Techniques: An Author summarizes the possible recruiting methods in to three categories. Direct Indirect Third party .

Sources of Recruitment: The sources of recruitment are broadly divided into internal sources and external sources. Internal sources are the sources within Organizational pursuits external sources are sources outside Organizational pursuits. A) Internal sources: 1. Present permanent employees. 2. Present temporary or casual employees. 3. Dependents of retired and present employees.

B) External Sources: These sources include the college students, the unemployed outsiders, retired, experienced persons and others not in the labour force. It is further sub- divided as:

y y y y y

Campus Recruitment: Private employment consultants: Public employment exchange: Data Banks: Casual Applications:

Factors Affecting Recruitment: Because of various reasons such as development of organization, expansion of markets and business ,retirements, deaths, promotions, terminations, transfers, creation of new jobs, change in techniques, diversification etc. all organizations, whether small or large, are required to undertake recruiting activity and to employ new people. Of course, the extent and nature of recruitment depends on multitude of factors. These various factors affecting the recruitment can be broadly classified into two major groups i.e. internal factors and external factors. Because of these factors, the recruitment programme differs from organization to organization. Internal and external factors affecting recruitment are listed below. 1: Internal factors affecting recruitment: 1. Recruitment policy of the organization; 2. The size of the organization; 3. Automation and mechanization; 4. Human resource planning strategy; 5. Cost involved in recruiting employees;

6. Quality of work life of employees; 7. Organizational cultures; 8. Pay package; 9. Nature of product/goods produced and services rendered by the organization; 10. Rate of growth of an organization; 2: External factors affecting recruitment: 1. Governmental factors and political and legal considerations like reservation policy, acts applicable for recruitment etc; 2. Socio- economic factors; 3. Labour market conditions; 4. Mobility of people seeking jobs; 5. Demand and supply factors; 6. Unemployment or employment rate; It is important to note that while doing manpower planning, due consideration is given to recruitment strategy. If dramatically changes are not expected in the development and growth of organization and retirements, separations etc. are likely to other hand, if there are chances of growing the organization rapidly, major recruitment programmes are thought of and accordingly, recruitment policy is framed or decided. Thus, recruitment policy of an organization makes available a framework of the recruitment programme considering the objectives of the recruitment.

Recruitment process of the WNSWNS focuses on hiring the right talent from across the world to meet our client's outsourcing requirements. WNS recruit across a variety of skill sets to support client programs ranging from complex unscripted customer service calls to simple data entry and indexing processes to complex finance and accounting functions and high end analytics. To ensure that we bring the right talent to bear on our clients business problems, we have adopted several recruitment techniques including the highly regarded Predictive Index Framework that enables us to match a potential candidate's profile with the requirements of the role being fulfilled. The recruitment process begins with the human resource department receiving requisitions for recruitment from any department of the company. These contain: y y y y Posts to be filled Number of persons Duties to be performed Qualifications required

Process:1. Identify vacancy 2. Prepare job description and person specification 3. Advertising the vacancy 4. Managing the response 5. Short-listing 6. Arrange interviews

7. Conducting interview and decision making

SELECTION: The Organizations can make use of more than one source for carrying out the recruitment procedure. Once the recruiting sources are identified, suitable candidates are called for the selection process. Definition: Selection refers to the Process of offering jobs to one or more applicants from the applications. Great attention has to be paid to selection because it means establishing The best fit between job requirements on one hand, and the candidates qualifications on the other. Faculty judgment can have a far reaching impact on the organizational functioning. Steps involved in Selection Process: 1. Application Form 2. Written Examination 3. Preliminary Interview 4. Group Discussion 5. Tests 6. Final Interview 7. Medical Examination 8. Reference Checks

9. Line managers Decision 10. Employment 1) Application Form: An application form is a traditional, widely accepted device for securing information from prospective candidates. It can also be used as a device to screen the candidates at the preliminary level itself. An application form provides preliminary information as well as an aid in the interview by indicating areas of interest and discussion. Its a good means of quickly collecting verifiable and therefore fairly accurate basic historical data (employees back ground) from the candidates. It also serves as a convenient device for circulating information about the applicant to appropriate members of management and as a useful device for storing information for later reference. The information furnished by the candidate should be relevant.. 2) Written Examination: The Organization have to conduct written examinations for the qualified candidates after they are screened on the basis of the application forms so as to measure the candidates attitude towards the job, to measure their aptitude, reasoning knowledge in various disciplines and general knowledge. 3) Preliminary Interview: These interviews are short and known as standard interviews. These are conducted to solicit necessary information from the prospective applicants and to assess their suitability for the job. The information thus provided by the candidate

may be related to the job or personnel specifications regarding education, experience, salary expected, attitude towards the job, age, physical appearance and other requirements. Group Discussion: It is a method where groups of the successful applicants are brought around a conference table and are asked to discuss either a case study or a job subject marks. They are required to analyze, discuss, find alternative solutions and finally select an ideal solution. A selection panel observes the candidates in the areas of initiating a discussion, explaining the problem, soliciting unrevealing information based on the given information and using common sense, keenly observing the discussion of others, clarifying controversial issues, influencing others, speaking effectively etc. Tests: It would be difficult to the Organizations to evaluate the candidates performance only on the basis of application form or interviews. An employment test helps the management in evaluating the candidates suitability to the job. These tests are also called as psychological tests because psychologists have contributed a lot in developing these tests. Employment test is an instrument designed to measure the nature and degree of ones psychological potentialities based on psychological factors, essential to perform a given job efficiently. Tests are categorized into following 5 types: Aptitude Tests:

Achievement Tests: Situational Tests: Interest Tests: Personality Tests: 4) Final Interview: The purpose of employment interview is to find out the candidates mental and social make-up and to know whether the qualities possessed by him make him suitable for a job in the concern. An employer tries to achieve an exacting appraisal of an applicant, his previous experience, education, training, and family background through interviews. It enables the interviewer to judge certain qualities (manners, neatness, appearance, ability to speak, meet other people pleasantly and make a good impression on others) of the prospective candidate before he is selected. It also gives an opportunity to make judgment on the candidates enthusiasm, and intelligence and also assess subjective aspects of the candidate facial expression, appearance, nervousness etc. Four kinds of interviews for selection have been identified: a) Preliminary Interview:. b) Stress Interview:. c) Depth Interview: d) Patterned Interview:.

7) Medical Examination: Certain jobs require certain physical qualities like clear vision, perfect hearing, unusual stating, tolerance of hand working conditions, clear tone etc. Medical examination reveals whether or not a candidate possesses these qualities. The basic aim of this examination is to judge whether the applicant is medically suited for the specific job. 8) Reference Checks: After final interview and medical examination, the personnel department will engage in checking. Candidates are required to give the name and address of reference in their application form. These references may be from the individual who are familiar with the candidates academic achievements or from the applicants previous employer who is well versed with the applicants job performance and even sometimes from the co-workers. 9) Final decision by the Manager: It is the last and final stage of the selection procedure. The consumed line manager has to make the final decision whether to select or reject the acquired information from different selection techniques. 10) Employment: After taking the final decision the organization has to intimate this decision to the successful as well as unsuccessful candidates. The organization sends the appointment order to the successful candidate either immediately or after sometime

depending upon its time schedule. At the same time, certain organizations also dispatch the rejection letters to the unsuccessful candidates accordingly.

Selection process of the WNS:WNS is one of the top most BPO in India. The selection process of the WNS is mostly same as other BPOs. The recruitment process is immediately followed by the selection process i.e. the final interviews and the decision making, conveying the decision and the appointment formalities. The basic steps involved in the Selection Process at WNS 1. Application Form 2. Preliminary Interview 3. Written Examination 4. Final Interview 5. Reference Checks 6. Medical Tests 7. HR Manager Decision 8. Placement Selection criteria at different levels: y y y y y Trainee level Executive level Manager level Operation level Higher level

THE RELATIONSHIP AND DIFFERENCE BETWEEN RECRUITMENT AND SELECTION: Recruitment and selection are the two phases in the employment process used by any organization. They are complementary to each other. Due to recruitment process information about the persons suitable for a certain post and who are willing to work at the post becomes available to the organization and by following the selection process, the organization selects and employs the best person out of those who have applied for the post. Selection is thus concerned with identifying the right person for the job out of all those who are willing to offer their services to the organization. Selection necessarily follows recruitment. Recruitment is the generating of applications or applicants for specific jobs, while selection is the process of offering jobs to one or more of them. According to Edwin B. Flippo, recruitment is a positive activity and selection is a negative activity. He states in his book, Personnel Management, that, Recruitment is a process of searching for prospective employees and stimulating and encouraging them to apply for jobs in an organization. It is often termed as positive in that it stimulates people to apply for jobs t increase the hiring ratio i.e. the number of applicants for a job. Selection, on the other hand , tends to be negative because it rejects a good number of those who apply, leaving only the best to be hired.

The distinction between recruitment and selection: RECRUITMENT SELECTION

Recruitment is the process of searching for Selection is the process of choosing the prospective and it helps to create a pool of most suitable candidates from those who applicants from which certain required apply for the job. It is a process of offering number is selected. Recruitment precedes selection Recruitment is a positive activity jobs to desired candidates Selection follows recruitment Selection is a negative activity

For recruitment, internal and external . Selection of the candidates is done of sources are available for target population target population

The main purpose of recruitment is to . The main purpose of selection is to select attract as many candidates as possible. the most suitable candidates from amongst the applicants . Recruitment process is less time . Selection process is more lengthy and more time consuming

consuming than selection process.

Recruitment selection.

is

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than Selection recruitment.

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Analysis and Interpretation of Data: 1. Table- 1. Year Wise Strength of Employee:Year 2005 2006 2007 2008 2009 2010 2011 Employees 3069 3569 3958 4765 4512 4623 5000

6000 5000

Year wise Strtength4765 3958 3569 3069 5000 4512 4623

4000 Employees 3000 2000 1000 0 2005

2006

2007

2008 Years

2009

2010

2011

In 2005 the strength of employee is 3069, in 2006 it is 3569, 2007 it is 3958, in 2008 it is also increased and reached 4765 but in 2009 it is decreased 4512, in 2010 strength 4623 and in 2011 employee strength is 5000 and above. Fig. Year wise Strength

2. Table- 2. Employees Incoming, outgoing and turn over:TO Years 2006 2007 2008 2009 2010 Incoming 266 562 132 167 501 Outgoing 123 245 385 56 124 Turnover 389 807 -253 111 377 % 10% 20% 5% 2% 8%

Graph 1 (A): Incoming Of Employees600 500 Employees 400 300 200 100 0 2006 2007 2008 Years 2009 2010 266 132 167 Incoming 562 501

About 266 employees join the WNS in 2006, it is double 562 in 2007, in 2008, 2009 it is decreased 132 and 167 but in 2010it has increased 501. Fig. Incoming of Employees

Graph 1 (B):

Outgoing Of Employees450 400 350 300 250 200 Outgoing 150 100 56 50 0 2006 2007 2008 Years 2009 2010 123 124 245 385

About 123 employee left WNS in 2006, it reach 245 in 2007 and in 2008 it is 385 but after that outgoing of employees reduced in 2009 only 56 and in 2010 only 124.

Fig- Year wise Outgoing of Employee

Graph 1 (C): Comparison of Year wise incoming and Outgoing of Employees: Employees Incoming vs. Employee Outgoing600 500 400 Employees 300 Incoming 200 100 0 2006 2007 2008 Years 2009 2010 Outgoing

In 2006 the comparison of employee is 150, in 2007 it is 320 but in 2008 there is less comparison 250, in 2009 it is only 120 and in 2010 it is 380. Fig. Comparison of Year wise incoming and Outgoing of Employees

Graph 1 (D): Year wise Employee Turn Over %age Employee Turn Over %25% 20% 20% 15% 10% 10% 5% 5% 2% 0% 2006 2007 2008 Years 2009 2010 8% TO %

In the graph it is got to know that employee turnover % in 2006 10%, in 2007 it increased 20%, in 2008 I decreased 5% and then in 2009 it only 2% but in 2010 increased 8%. Fig.- Year wise Employee Turn Over %age

SUGGESTIONS AND RECOMMENDATION: WNS is one of the biggest BPO Company in the India. Its process and working procedure is no doubt outstanding, thats why it remains stable. I was in this company for two months during my internship, and got much more knowledge and made a successful project. Making any suggestion to this company is too difficult, since it has left no space for any paucity in procedure. During my internship there are some points, which I felt that it should be in different types. These are as follows: 1. Company should increase the average qualification of its employees, so that the companys efficiency can be increased. For that purpose it has to recruit the persons who are having more qualification, i.e. graduate, post graduate. 2. Company shall provide much more facilities to its employee so that the employees can be with the company for a long time. 3. During internship it was realized that the employee turnover of the company is above the average level. For reducing this employee turnover, employee shall be given sufficient chance to be improved, and to be promoted. 4. Manpower requirement for each department in the company is identified well in advance. 5. Safety provision and facilities provided to night shift employees:. 6. To reduce the time involved in recruitment process: 7. To find effective methods of recruitment: 8. To give suitable recommendation to streamline the hiring process.

Recommendation:Compress the "white space" in your hiring process. White Spaces are delays in hiring process that are unproductive, waste time, and virtually assure you'll lose talented candidates. Often the longest delays occur between critical selection events. For example, a recruiter may need several weeks to screen a few hundred resumes from the Web job boards, or candidates who make it through screening may wait weeks to interview with a hiring manager. Here at WNS, the delays occur when the outstation candidates are called for interviews at Regional branches and other far cities. Sometimes, because of busy schedule of managers and sometimes because of tight schedule of candidate, the interview has to be postponed. This delay could be minimized by scheduling interviews in the regional locations. It is recommended to reduce the turnaround time for the recruitment and selection process. It must be made mandatory for the candidates to take the test, filling up forms etc within the stipulated time, this will make sure that the candidates do not hold casual attitude and take the recruitment process more seriously. Additionally it can send across a positive image about the company. Know what you are looking for in candidates: It is observed that the candidates sourced by placement agencies and send for further rounds of interviews are rarely found suitable by the hiring managers. Therefore, in case there is need to utilize the service of a placement agency, then it is recommended that these placement agencies be given a well drafted job

description and job specification. This can also be circulated to internal employees under the employee referral scheme. This will help people to get a clearer picture and provide for most suitable candidates. Thus making efficient utilization of the existing resources..

Blend Technology in to every aspect of your recruiting and hiring process: Web-based technology lets you increase hiring speed and quality while reducing costs. Currently, job boards constitute the biggest use of the Web, offering access to thousands of resumes within hours. But the Web can also be a powerful tool for screening and qualifying that flood of resumes. Companies have begun to use the Web to collect and instantly match data on candidate skills, motivations, and experiences against job criteria. Other uses of Web-based technology include online interviewing, candidate assessment and testing, applicant self-scheduling, and tracking. Work the Web wisely and you save time for recruiters and hiring managers and nab top candidates before your competitors can.

Create winning impression even on those who are not selected: Its very important to create a favorable impression of your organization on all those who come for interview. Those who are not selected in the first round of personal interview should also carry this impression that they have missed the opportunity to work in a great company. For this, there must a proper coordination of the interview of the candidate and greater degree of professionalism. A candidate when invited for a interview must be attended as soon as possible and should not be made to wait for hours together.

CONCLUSIONOn the basis of detailed analysis of the primary data through questionnaires, it can be drawn that the study on the Recruitment and Selection process being followed is more an assortment of the different recruitment modes. These modes of Recruitment and Selection are applied on the derivation of the nature of the job. It is observed that the recruitment practices at WNS are efficient and effective. And Company endeavors to recruit individuals who have commitment for high achievement in striving to fulfill the organizations goals. Person in HRD who is in charge of the recruitment shall take the information regarding the vacancies from the concerned department and start sourcing the applicants. The source of recruitment may be through Consultancy, Employee Referrals, Internet Job Boards and Advertisements in newspapers. Selection process is good but it should also be modified according to the requirements and should also job profile so that main objective of selecting the candidate could be achieved.

BIBLIOGRAPHY y y y K.Ashwahthappa (2001), Human Resource and Personnel Management. Human Resource Management, (2005), Dr. P.C. Pardeshi. P.C.Tripathi Human Resource Development, Third edition, Sultan Chand & Sons, 2002. y Subba Rao P, Personal and Human Resources Management, Millennium edition, Himalaya publishing House 2000 y y y y C.B. Gupta (2005) www.wns.com www.google.com Wikipedia