EMPLOYEE ENGAGEMENT & DEVELOPMENT centre final

PROJECT REPORTrsquo2008

ONEMPLOYEE-ENGAGEMENT

ANDDEVELOPMENT CENTRE

AT

BHARTI HEXACOM LTDRajasthan Circle (Mobility)

West Hub JaipurIn Partial fullfillment of Masters in Personnel Management (HR) as per the Syllabus of

University of Pune

1

SUBMITTED BY-

Vandana kumari

MPM(HR)(Pune university)

PGDM

Batch 2007-2009

Sinhgad Business School

Pune City (Erandwane)

STES

CORPORATE GUIDES-

1) Mr Rohit Mogra

Manager HR

2) Mrs Pratibha Gautam

Executive HR

ACKNOWLEDGEMENT

The ensuring pages of work are the cumulative consequences of intensive guidance gracious work and magnanimous support Hence before I embark upon the presentation of this project report I wish to acknowledge and express my personal gratitude to all those people without whom this project could not have been a reality

I am highly obliged to Mr Amit Tiwari HR Head for giving me this opportunity to work in an organization of high repute

I express my profound sense of gratitude and indebtedness to my reverent Corporate guide Mr Rohit Mogra HR Manager for his scholarly pain staking and incessant efforts inspiring supervision and invaluable guidance during the course of this project and who inspite of his multifarious responsibilities helped me to accomplish this project successfully For this kind of consideration I am beholden to him in a special measure and no words can fully convey my feelings respect and regards for him

Words are poor substitute for my heartfelt gratitude and thanks to Mrs Pratibha Gautam HR Executive for providing me the data and necessary valuable information

I would like to thank all the HR employees for helping me for providing their valuable suggestions and for their constant guidance and support during the entire duration of this project

2

Date VANDANA KUMARI Place Jaipur MPM (HR)+PGDM

CONTENTS

CHAPTER NO NAME OF CHAPTER PAGE

NO

1 Introduction 4-1111 Bharti Enterprises 412 Bharti Airtelhellip Different Phases 5 613 Bharti Airtelhellip Some Historical Firsts 614 Airtel Vision 615 Airtelrsquos Brand DNA lsquoThe People Perspectiversquo 716 Management Levels 717 Organization Structure- Mobility (West Hub) 8

18 EC Members Airtel MO Rajasthan 819 HR amp Admin ndash Rajasthan Circle 9

110 Airtelrsquos Leadership Competencies 9 10 111 CSR at Bharti Airtel 10

112 Airtel Stars 11113 Airtel Long Term Service Award 11

2 Employee Engagement 12-32 21 Abstract 1222 Introduction 1323 Aspects of Employee Engagement 1324 Categories of Employee Engagement 14

25 Importance of Engagement 14 1526 Factors Leading to Engagement 15-1727 How to measure Employee Engagement 18 1928 Employee Engagement activities at MO Raj 19-2729 Impact of Employee Engagement at Raj Circle 27-29210 Study of lsquowhere am i analysisrsquo form of 50 employees 30-32211 Conclusion 32

3 Development Centre 33-4131What is Assessment Development Centre 33 34

32 Why are Assessment Centres Required 3433 Differences between Assessment amp Development Centres 3534 Assessment Centre Process 36 3735 Development Centre at Bharti Hexacom Ltd 37-4136 Conclusion 41

3

1 INTRODUCTION

11 Bharti Enterprises

Established in the year 1985 by Sunil Bharti Mittal

Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises The Bharti Group has a diverse business portfolio and has created global brands in the telecommunication sector Bharti has recently forayed into retail business as Bharti Retail Pvt Ltd under a MoU with Wal-Mart for the cash amp carry business It has successfully launched an international venture with EL Rothschild Group to export fresh agri products exclusively to markets in Europe and USA and has launched Bharti AXA Life Insurance Company Ltd under a joint venture with AXA world leader in financial protection and wealth management

4

12 Bharti Airtelhellip Different Phases

Bharti Airtel launched the Capitalrsquos first mobile service on September 1995 In fact the company had been operating its mobile-service from August 15 but was waiting for final clearance from the Telecom Engineering Center (TEC) to launch its service Interestingly the company didnrsquot charge any tariff from its subscribers during the first month of its service It took Bharti Airtel six years to reach the one million customer mark in November 2001 In another six years amp three months the company has moved to 60 million customers Bharti Airtel Limited is Indiarsquos leading integrated telecom services provider with an aggregate of 6426 million customers as of end of March 2008 consisting of 6198 million mobile customers

Launch Phase (1995)hellip TO KEEP IN TOUCH In the early mobility days business was essentially about keeping in touchhellip anytime anywhere The service was positioned as premium and exclusive Airtel specifically targeted high net worth individuals

Growth Phase (1995-2001)hellip TOMORROWAirtel had grown beyond Delhi to new markets like Himachal Pradesh Karnataka Andhra Pradesh Chennai Kolkata and Punjab Mobile telephony too had evolved from being merely voice centric service to include messaging and other Value Added Services The brand needed to evolve to promise more and to convey a potency to convert hope and optimism into reality

National Rollout Phase (2002)hellip Live EveryAirtel had become a pan-India player with presence across 16 states The service evolved from being an efficiency tool to a communication tool and had moved from the consumerrsquos workplace to his life space So the brand needed to reflect more than power and leadership It needed youth energy simplicity and friendliness in its DNA to establish a lsquoLifersquo connect It promoted the idea thatconsumers could now live every dream every desire every ambition and every thoughthellip in essence they could lsquolive every momentrsquo

Leadership Years (2003-05)hellip Express YourselfAirtel was now present in 23 circles The business of telephony had evolved to include data picture and video Airtel had merged all its other telecom brands in the long distance landline and broadband spheres under the umbrella bouquet of Airtel Competition too had intensified Life in general becoming more complex and the individual getting lonelier and sometimes helpless the brand needed to empower the individual with a voice to make a difference Airtel stood for functional benefits like allowing users to share their thoughts opinions and emotions as soon as they arise

5

Towards Global Admiration (2005- onwards)hellip New LookThe brand continued to strengthen its leadership across consumer segments and product categories Lifetime Prepaid was a breakthrough idea that took affordability to the next level In 2007 the brand architecture was refreshed to augment appeal to a young nation with more than 50 of the population less than 25 years of age

13 Bharti Airtelhellip Some Historical Firsts

Creating Historyhellip First steps in Delhi 1995

Partners with biggest amp besthellip British Telecom 1996

First Telco to go beyond Indiahellip Seychelles 1997

Emergence of Monopoly Busterhellip Launches Indiarsquos first private basic services in Indore Madhya Pradesh 1998

New Global Partnerhellip Joins hands with Asian power house Singtel 2001

Death of Distancehellip Launches India One countryrsquos first private sector long distance service and triggers a fall in NLD rates by 90 2001

Public Offerhellip Completes Indiarsquos first 100 Book Building Issue 2002

One Power Brandhellip Airtel unveils unified brand strategy 2004

Innovative Outsourcinghellip Enters into a partnership with IBM amp Ericsson 2004

Pan India Dream Comes Truehellip Launches service in Assam to be present in all 23 circles 2005

14 Airtel Vision

By 2010 Airtel will be the most admired brand in India Loved by more customers Targeted by top talent Benchmarked by more businesses

6

15 Airtelrsquos Brand DNAhellip lsquoThe People PerspectiversquoFresh seek opportunities amp solutions by being Innovative amp Enterprising

In Touch Stay connected by being Aware amp Sensitive

Can Do Strive for Success with Passion amp Accountability

On My Side Build relationship with Empathy amp Understanding

16 Management Levels

BAND TITLES

Band 3 Sr VP VP GM

Band 2 DGM Sr Manager

Band 1 Manager Asst Manager

Band F Sr Executive Executive

7

17 Organization Structure- Mobility (West Hub)

18 EC Membershellip Airtel MO Rajasthan

Sno Name Function Designation Level1 Raghunath Mandava CEO office CEO CEO2 Dhruv Bhagat S amp M Head-S amp M VP3 Rahul Bapat Finance Head-Finance GM4 Amit Tiwari HR amp Admin Head ndash HR amp Admin DGM5 Ramesh Gupta Technical Head-Technical GM6 R Sunder Marketing Head ndash Marketing DGM7 Vikram Singh Parmar BE Head-BE Sr M8 Ambica Singh Legal amp Regulatory Head-Legal amp Regulatory Sr M9 Vaibhav Mathur IT Head-IT DGM10 Atul Bajaj SCM Head-SCM DGM11 Kumar Joshi Sales ZBM Alwar Zone Sr M12 Rajesh Nair Sales ZBM Bikaner Zone Sr M13 Jasmeet Sawhney Sales ZBM Jaipur Zone G M14 Ashim Sharma Sales ZBM Ajmer Zone SrM15 Anoop Mehrotra Sales ZBM Udaipur Zone DGM16 Upendra Singh Rathore Sales ZBM Jodhpur Zone DGM17 Rakesh Mohan Tahilianey Sales ZBM Kota Zone Sr M

8

19 HR amp Admin ndash Rajasthan Circle

110 Airtelrsquos Leadership CompetenciesCompetencies are sets of observable behaviors that are instrumental in the

delivery of desired results which can be assessed and developed

1101 Displaying Entrepreneurial spirit

Long term sustainable business growth

Adherence to company strategy amp policy

1102 Achieving Business Success

Achieves Results focus on execution

Bold fresh ideas

9

1103 Building Collaborative Relation

Internal amp external relationships

Collaborating sharing information

1104 Delighting the Customer

Puts the customer first

Delivers on commitments

1105 Empowering amp Developing

Focused on developingamp team

Nurtures amp cultivates diverse talent

111 Corporate Social Responsibility at Bharti AirtelAt Bharti CSR is a way of life Each department and employee strives to be sensitive to the stakeholders and environment within their work context Bharti encourages employees to take decisions and design business-linked processes that are sensitive to communities and environment Corporate Social Responsibiity (CSR) in Bharti encompasses much more than only social outreach programs It is an integral part of the way Bharti conducts its business The essence of Bhartirsquos commitment to Corporate Social Responsibility is embedded in the lsquoCorporate Valuesrsquo which stem from its deepest held beliefs

These Values are

To be responsive to the needs of customers

To trust and respect employees

To continuously improve services ndash innovatively and expeditiously

To be transparent and sensitive in dealings with all stakeholders

Bharti works for underprivileged children Bharti foundation is working for society Bharti also donates money for SOS village Recently Airtel Rajasthan employees have donated stationary items for students of 7-Satya Bharti Schools

10

112 Airtel Starshellip Objective To recognize and promote positive behaviors that support individual work

group department business goals and objectives To provide timely recognition to employees

Star of the Day (5 star points) ndash Instant reward to appraise the employee for good job doneStar of the Month (75 star points) - Dept Head Vertical Head ZBMs can nominate their team members for this award for significant contribution made during the month Star of the Month award is given during the monthly BrsquoDay bashStar of the Quarter (200 star points) - Dept Head nominates individuals for this award Nominations are sent to HR during first week of the subsequent quarterHR shall present the cases to the EC team and post approval awards are given in a gathering

113 Airtel Long Term Service AwardAll employees who have completed 5101520 years in Bharti Airtel are eligible for this awardGift cheque depending on the tenure served as specified below

TENURE GIFT CHEQUE5 yrs Rs 2000010 yrs Rs 5000015 yrs Rs 7500020 yrs Rs 100000

11

2 EMPLOYEE ENGAGEMENT

21 AbstractEmployee engagement is a key business driver for organizational success High levels of engagement in domestic and global firms promote retention of talent foster customer loyalty and improve organizational performance and stakeholder value A complex concept engagement is influenced by many factors from work place culture organizational communication and managerial styles to trust and respect leadership and company reputation For todays different generations access to training and career opportunities worklife balance and empowerment to make decisions are important Thus to foster a culture of engagement HR leads the way to design measure and evaluate proactive workplace policies and practices that help attract and retain talent with skills and competencies necessary for growth and sustainability

12

22 Introduction

The challenge today is not just retaining talented people but fully engaging them capturing their minds and hearts at each stage of their work lives

Employee engagement is the level of commitment and involvement an employee has towards its organization and its values An engaged employee is aware of business context and works with colleagues to improve performance within the job for the benefit of the organization It is a positive attitude held by the employees towards the organization and its values

Employee engagement is a heightened emotional connection that an employee feels for his or her organization that influences him or her to exert greater discretionary effort to his or her workAn engaged employee is a person who is fully involved in and enthusiastic about his or her workIn engagement people employ and express themselves physically cognitively and emotionally during role performances The organization must work to develop and nurture engagement which requires a two-way relationship between employer and employeersquo Thus Employee engagement is a barometer that determines the association of a person with the organization HR practitioners believe that the engagement challenge has a lot to do with how employee feels about the about work experience and how he or she is treated in the organization It has a lot to do with emotions which are fundamentally related to drive bottom line success in a company There will always be people who never give their best efforts no matter how hard HR and line managers try to engage them ldquoBut for the most part employees want to commit to companies because doing so satisfies a powerful and a basic need in connect with and contribute to something significantrdquo

23 Aspects of Employee Engagement Three basic aspects of employee engagement are

The employees and their own unique psychological make up and experience

The employers and their ability to create the conditions that promote employee engagement

Interaction between employees at all levels

Thus it is largely the organizationrsquos responsibility to create an environment and culture conducive to this partnership and a win-win equation

13

24 Categories of Employee Engagement

According to the Gallup the Consulting organization there are different types of people-Engaged - Engaged employees are builders They want to know the desired expectations for their role so they can meet and exceed them Theyre naturally curious about their company and their place in it They perform at consistently high levels They want to use their talents and strengths at work every day They work with passion and they drive innovation and move their organization forward Not Engaged - Not-engaged employees tend to concentrate on tasks rather than the goals and outcomes they are expected to accomplish They want to be told what to do just so they can do it and say they have finished They focus on accomplishing tasks vs achieving an outcome Employees who are not-engaged tend to feel their contributions are being overlooked and their potential is not being tapped They often feel this way because they dont have productive relationships with their managers or with their coworkersActively Disengaged - The actively disengaged employees are the cave dwellers Theyre Consistently against Virtually Everything Theyre not just unhappy at work theyre busy acting out their unhappiness They sow seeds of negativity at every opportunityEvery day actively disengaged workers undermine what their engaged coworkers accomplish As workers increasingly rely on each other to generate products and services the problems and tensions that are fostered by actively disengaged workers can cause great damage to an organizations functioning

25 Importance of Engagement Some of the advantages of Engaged employees are Engaged employees will stay with the company be an advocate of the

company and its products and services and contribute to bottom line business success

They will normally perform better and are more motivated

There is a significant link between employee engagement and profitability

They form an emotional connection with the company This impacts their attitude towards the companyrsquos clients and thereby improves customer satisfaction and service levels

It builds passion commitment and alignment with the organizationrsquos strategies and goals

Increases employeesrsquo trust in the organization

Creates a sense of loyalty in a competitive environment

14

Provides a high-energy working environment

Boosts business growth

Key benefits of Employee engagement Better performance Engaged employees work smarter not harder They

keep looking for ways to improve performance and they keep finding them This means more sales lower costs better quality and innovative products

Better communication Engaged employees communicate ndash they share information with colleagues they pass on ideas suggestions and advice and they speak up for the organization This leads to better performance greater innovation and happier customers

Greater customer satisfaction Engaged employees go out of their way to meet customersrsquo needs Customers arenrsquot slow to notice and this leads to higher levels of repeat business at a lower cost to the business than that of acquiring a new customer

Better team-working Employee engagement is about increasing the employeersquos connection with the principles strategies processes culture and purpose of the organization It is a matter of commitment and encouragement It is a matter of focusing on business results and the employees having a clear sense of responsibility for delivering on the business agenda

Greater commitment and team working Engaged employees really care about the future of the organization they work for they feel proud to work for the company and they get on better with their colleagues

Lower employee turnover and greater ability to recruit great people Engaged employees donrsquot leave despite offers to work elsewhere and they actively seek out new people who they believe can help the company get even better

26 Factors Leading to Employee EngagementSome of the critical factors which lead to Employee engagement are1) Career Development-Opportunities for Personal Development Organizations with high levels of engagement provide employees with opportunities to develop their abilities learn new skills acquire new knowledge and realize their potential When companies plan for the career paths of their employees and invest in them in this way their people invest in them

2) Career Development ndash Effective Management of Talent Career development influences engagement for employees and retaining the most talented employees and providing opportunities for personal development

3) Leadership-Clarity of Company Values

15

Employees need to feel that the core values for which their companies stand are unambiguous and clear

4) Leadership ndash Respectful Treatment of EmployeeSuccessful organizations show respect for each employeersquos qualities and contribution ndash regardless of their job level

5) Leadership ndash Companyrsquos Standards of Ethical Behavior A companyrsquos ethical standards also lead to engagement of an individual

6) Empowerment Employees want to be involved in decisions that affect their work The leaders of high-engagement workplaces create a trustful and challenging environment in which employees are encouraged to dissent from the prevailing orthodoxy and to input and innovate to move the organization forward

7) Image How much employees are prepared to endorse the products and services which their company provides its customers depends largely on their perceptions of the quality of those goods and services High levels of employee engagement are linked with high levels of customer engagement

8) Other factors Equal Opportunities and Fair Treatment The employee engagement levels would be high if their bosses (superiors) provide equal opportunities for growth and advancement to all the employees

Performance appraisal Fair evaluation of an employeersquos performance is an important criterion for determining the level of employee engagement The company which follows an appropriate performance appraisal technique (which is transparent and not biased) will have high levels of employee engagement

Pay and Benefits The company should have a proper pay system so that the employees are motivated to work in the organization In order to boost his engagement levels the employees should also be provided with certain benefits and compensations

Health and Safety Research indicates that the engagement levels are low if the employee does not feel secure while working Therefore every organization should adopt appropriate methods and systems for the health and safety of their employees

Job Satisfaction Only a satisfied employee can become an engaged employee Therefore it is very essential for an organization to see to it that the job given to the employee matches his career goals which will make him enjoy his work and he would

16

ultimately be satisfied with his job

Communication The company should follow the open door policy There should be both upward and downward communication with the use of appropriate communication channels in the organization If the employee is given a say in the decision making and has the right to be heard by his boss than the engagement levels are likely to be high

Family Friendliness A personrsquos family life influences his wok life When an employee realizes that the organization is considering his familyrsquos benefits also he will have an emotional attachment with the organization which leads to engagement

Co-operationIf the entire organization works together by helping each other ie all the employees as well as the supervisors co-ordinate well than the employees will be engaged

CAREER DEVELOPMENT ndash OPPORTUNITIES FOR PERSONAL DEVELOPMENTCAREER DEVELOPMENT ndash EFFECTIVE MANAGEMENT OF TALENTLEADERSHIP ndash CLARITY OF COMPANY VALUESLEADERSHIP ndash RESPECTFUL TREATMENT OF EMPLOYEESLEADERSHIP ndash COMPANYrsquoS STANDARDS OF ETHICAL BEHAVIOREMPOWERMENT IMAGEEQUAL OPPORTUNITIES amp FAIR TREATMENTPERFORMANCE APPRAISALPAY amp BENEFITSHEALTH amp SAFETYJOB SATISFACTIONCOMMUNICATIONFAMILY - FRIENDLINESS CO-OPERATION

E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17

27 How to measure Employee Engagement

Gallup research consistently confirms that engaged work places compared with least engaged are much more likely to have lower employee turnover higher than average customer loyalty above average productivity and earnings These are all good things that prove that engaging and involving employees make good business sense and building shareholder value Negative workplace relationships may be a big part of why so many employees are not engaged with their jobs

Step I Listen The employer must listen to his employees and remember that this is a continuous process The information employeersquos supply will provide direction This is the only way to identify their specific concerns When leaders listen employees respond by becoming more engaged This results in increased productivity and employee retention Engaged employees are much more likely to be satisfied in their positions remain with the company be promoted and strive for higher levels of performance

Step II Measure current level of employee engagement Employee engagement needs to be measured at regular intervals in order to track its contribution to the success of the organization

But measuring the engagement (feedback through surveys) without planning how to handle the result can lead employees to disengage It is therefore not enough to feel the pulsemdashthe action plan is just as essential

Knowing the Degree in which Employees Are Engaged Employee engagement satisfaction surveys determine the current level of employee engagement A well-administered satisfaction survey will let us know at what level of engagement the employees are operating Customizable employee surveys will provide with a starting point towards the efforts to optimize employee engagement The key to successful employee satisfaction surveys is to pay close attention to the feedback from the staff It is important that employee engagement is not viewed as a one-time action Employee engagement should be a continuous process of measuring analyzing defining and implementing

The employee survey is a diagnostic tool of choice in the battle for the hearts of employees Studies of Gallup Mercer Hewitt and Watson Wyatt (consulting companies) asked workers number of questions relating to their job satisfaction Gallup being one of oldest the consulting organization in conducting

18

engagement survey creates a feedback system for employers that would identify and measure elements of employee engagement most tide to the bottom line Things such as sales growth productivity and customer loyalty are all accessed

After Hundreds of focus group and thousands of interviews with employees in a variety of industries Gallup came up with Q 12 a twelve-question survey that identifies strong feelings of employee engagement Gallup Questionnaire is as follows

1 Do you know what is expected of you at work

2 Do you have the materials and equipment you need to do your work right

3 At work do you have the opportunity to do what you do best every day

4 In the last seven days have you received recognition or praise for doing good work

5 Does your supervisor or someone at work seems to care about you as a person

6 Is there someone at work who encourages your development

7 At work do your opinions seem to count

8 Does the missionpurpose of your company make you feel your job is important

9 Are your associates (fellow employees) committed to doing quality work

10Do you have a best friend at work

11 In the last six months has someone at work talked to you about your progress

12 In the last year have you had opportunities at work to learn and grow

28 Employee Engagement Activities at Airtel - MO Rajasthan

281 ON GOING ACTIVITIES- Morning Mailsndash Best Wishes amp Cherish Being Bharti

We are HeRe for you- with Policy

Tuesday Trivia

Family Day ndash A New Touch

Taste Bud Thursday

19

Friday Thrill

Birthday bash

282 SOME SPECIAL INITIATIVES- Blood Donation Camp ndashRed Cross Day (Part of CSR)

Eye Check-up Camp Airtel

Movie time for Airtel Families

Womenrsquos Day Celebration

Donation for 7 Satya Bharti Schools (Part of CSR)

Food Festival

MO Rajasthan T-20 Cricket Tournament

Code of Conduct Decoded

Festival Celebration

Investment Helpdesk at Airtel office

ICICI Helpdesk at Airtel office

Visit to SOS Children village (Part of CSR)

Team Rajasthan ndash Stalls from ITC amp Dabur

Valentinersquos Day at Airtel

Vote amp Win

Colour Week

281 ON GOING ACTIVITIES-

Cherish Being BhartiCherish being Bharti is the practice to make employees realize that their contribution is valuable for the organization and also to aware them how long they have contributed in the organization

Whenever an employee completes a year of service at the company he is sent a service anniversary mail so as to make him feel that his contribution is important for the company He feels a sense of belongingness with the organization

20

Service Anniversary mail contains the following message

RESULTS

It helps in retention of talented employees hence reduces the attrition rate

It improves loyalty of employees towards the organization

It creates good work culture in the organization

Best WishesEmployee engagement and loyalty can be boosted in a great way by simply sending the right messages at the right time

Best wishes mail is sent to the employee on his birthday and Marriage Anniversary so as to make him feel happy

RESULTS


Employee feels a sense of belongingness

We are here for you hellip with _________ PolicyPolicies are sent through mails to all the On-Roll employees to create constant awareness amongst the employees about the company revised policies so that they keep themselves updated

Every Monday a policy mail is sent to all the On-Roll employees

RESULTS

Sending one policy at a time results in better understanding of the policy by the employees

It results into better awareness amongst the employees about their organization amp policies

Tuesday TriviaTuesday Trivia is an interesting initiative taken by Employee Engagement section of HR so as to provide employees an opportunity to win a surprise gift by reading

21

Your lsquoCompanyrsquo makes us a great lsquoCompanyrsquoCongratulations on being lsquoBhartirsquo

We value your Contributionhellip

the policy sent on the previous Monday This activity makes all the employees aware of the policies sent to them in a better manner

Every Tuesday lsquoTuesday Triviarsquo mail is sent to all the On-Roll employees consisting of few simple questions based on the policy released on preceding Monday Employees have to send back the answers through mail Employee sending the correct answers first receives a prize on Birthday Bash of the same month

RESULTS

Employees understand the policies in a better way Employees feel happy

Family Day a new TouchItrsquos important for an organization to maintain an emotional touch with the employees so that they can feel a sense of belongingness and realize that the company understands their needs Itrsquos important that employees maintain a work life balance so that they always feel energetic enough to work well

Every Wednesday all the employees are sent a family day mail which contains a photograph (along with the name birthday age of the same and also the name of employee) of one of the family members of one of the employees

Family day mail contains the following message

The lights are switched off at 630pm so as to force the employees to leave the office Announcement is also done

RESULTS

This practice helps in maintaining the work life balance so helps in reducing

the work pressure of employees

Taste Bud ndash ThursdayThe purpose of this activity is to revive employeersquos energy to work well to add some spice into their daily monotonous work so that along with their work they can enjoy alsoEvery second Thursday of the month a food stall is arranged for all the employees free of cost and unlimitedRESULTS Employees revive to work better and gets delighted Employees feel highly engaged

22

Wishing you happy family dayItrsquos Family Day Today

Request you all to kindly leave for home latest by 630 pm

Friday ThrillEvery Friday there is a fun activity conducted like fun competitions or fun quizzes for all the employees (on roll as well as associates) which really breaks the boredom of work The winner gets prize on Birthday Bash

RESULTS

Employees feel entertained

Employees donrsquot get frustrated because of monotonous work

Employees feel highly engaged

Birthday BashIt is important to make all employees feel that they are important for Bharti Bharti can be more close to them by being a part of what is special to them At the same time appraising employees in front of everyone increases their motivation to put in better efforts every time

Since Birthday is a special day for any individual Bharti tries to make it more special for the person On the last working day of every month therersquos a lsquoBIRTHDAY BASHrsquo which is the main attraction of the month

An important part of this event is Reward amp Recognition to high performers lsquoStar of the month certificatersquo is given to high performers of their respective departments This is then followed by Cake cutting by all those whose birthday falls in that respective month plus snacks are served for all the employees

Everyone really enjoys the party together and itrsquos a good refreshment to break the monotony of their work

RESUTLS

This event gives opportunity for cross-functional interaction and makes employees feel more engaged with the company

The appreciations they receive in everybodyrsquos presence improve their performance level and bring better results for the company

282 SOME SPECIAL INITIATIVES-

Blood Donation Camp (Red Cross Day) ndash (Part of CSR)Being a part of huge organization it is the duty of all the employees to come forward and do something for the society as a team Red Cross Day was a good opportunity to fulfill their responsibility and be a part of the noble act

23

Mails were sent to employees to salute the spirit of Red Cross Day on 8 th

Mayrsquo2008 Blood Donation Camp was organized and employees were invited to come forward to be a part of this noble act Medicos had come from Santokba Durlabhji Memorial Hospital and free medical check ups were done Donors were also given donors card and a letter of appreciation

RESULTS

104 Employees have registered and 89 units of blood were collected

These activities become a part of Corporate Social Responsibility (CSR) and when employees realize that company is not only about money but other things also it increases their span in the company

Festival CelebrationIt is important for an organization to keep its employees tied together and make them feel that they are a part of the family Festival celebration is the best practice to bring the employees together

In past many festivals were celebrated and employees really enjoyed being together Mails were sent across the circle to invite them all for the same

DIWALI ndash Events like diya decoration amp rangoli competition were conducted Everyone had to come wearing traditional dresses amp pooja was done together

HOLI ndash Dress code for the day was allotted and there were prizes for best dressed department Food amp thandaai was arranged for all the employees with lots of colors to play

TEEJ amp GANGAUR ndash All had to come in traditional wear and mehendi was arranged for the ladies

RESULTS

It creates a better work environment

It develops a sense of belongingness in the employees towards the organization

It gives a better platform to employees to interact amongst themselves

Code of Conduct DecodedAs Bharti people are growing at a rapid pace it is imperative that none of them ever do an act or fail to notice an act done by others which in any way is not in line with Bharti Code of Conduct

The code of conduct has various parameters and it is bit difficult to remember everything So in order to make the understanding easier Mobility Rajasthan launched a new initiative titled lsquoCode of Conduct Decodedrsquo

As part of this initiative mails were sent to all employees (including associates) on every Thursday having details of just one element of CoC

24

By doing so Employee engagement team made the CoC easy to remember and read

RESULTS

It increases CoC awareness amongst employees

It results into enhancement of employeersquos responsibilities for hisher action

Team Rajasthan ndash stalls from ITC amp DaburAny kind of surprise benefits or offers always give delight to the employees Such events always make employees feel good about being part of the company Brands like ITC amp Dabur offered their discounted products to the Bharti employees Stalls were put up by them in the circle office premises displaying their products Mails were sent to all employees showing the list of the entire product range offered with the discounted prices

RESULTS

As employees get such benefits being a part of the ceremony they feel equally motivated to do better for the company

Visit to SOS Children Village by Airtel employees(Part of CSR)Corporate people should not forget that they are important element of the society and itrsquos their responsibility to serve it The best way to do so can be to bring smile on the face of the underprivileged children who are the future of our country

In this practice mails were sent to all employees to ask for nominations to make a visit to SOS village to spend some quality time with them teach them and make them feel good Employees distributed sweets to the children and gave some amount of donation as well One of the employees celebrated his sonrsquos birthday with all those children and served them with delicious rajasthani food which the children really relished

RESULTS

These activities become a part of Corporate Social Responsibility and when employees realize that company is not only about money but other things also it increases their span in the company

ICICI Helpdesk at Airtel OfficeItrsquos important for an organization to provide a helping hand to its employees to make their life more convenient This can be done in many ways by assisting them in their basic requirementsA help desk for solving any queries relating to the following was organized under the ldquoWe Are Here for Yourdquo initiative

Home loan

25

Personal loan

Saving Salary Account

Credit cards

Auto loan

Officials from ICICI Bank had come to solve the queries on these issues for the employees

RESULTS

Employees felt really special on this kind of assistance provided to them

More the company do for their employees more they want to give to the organization

MO Rajasthan T-20 Cricket tournament

BHARTI AIRTEL MO Rajasthan circle wanted to do some activity which would not only break regular work monotony but also be able to involve all the employees across circle come together and know each other well

Sports activity has always been a common interest area of majority of peopleIn India Cricket is considered to be more than just a sport and everybody enjoys it This prompted the circle to organize a T-20 Tournament teams were representing zones and functionsIn this tournament 11 teams participated and on the final event family members were invited Employees their spouses and children all enjoyed the event on Sunday Chaats tea Pakoras were arranged for themRESULTS Employee participation was too good close to 200 employees became a part

of this event in some or the other way It developed a sense of togetherness and belongingness amongst the

employees It improved team building It helped in breaking the work monotony

Womenrsquos Day Celebration at Venom

26

A fun packed day for power packed fraternity was arranged on 7 th Marchrsquo2008 at Venom where all female EC members were already present for the female employees Lots of surprises were in store for them All had to be dressed in pink purple and mauve DJ party cake cutting housie dance competition on the spot games chocolate roses gifts were the real attractions

RESULTS Such events please the employees and keep them engaged which breaks the

monotony of work and increases their satisfaction level

Investment Helpdesk at Airtel OfficeIf the employees are forgetting something crucial which will have an impact on them then itrsquos the duty of an organization to help them out and provide assistance This initiative was taken up to remind employees about the cut-off date of investment declaration

All the employees were sent mails reminding them that the cut-off date for investment declaration is approaching so that they can plan their investment accordingly Bharti had done tie-ups with three leading companies (Bharti AXA Religare and ICICI prudential life) The representatives of these companies were invited in the office premises to interact with the employees and the presentation on each company and the products which they will be offering were attached to the mail and sent to all

RESULTS

This event highly helped the employees to take better decisions

All employees were able to plan their investments amp thus save taxes

29 Impact of Employee Engagement at Rajasthan Circle

Employee engagement has a direct and measurable impact on

Talent retention Productivity

27

Womenrsquos Day is one significant day which should be celebrated to salute the women of today to make them feel special

Customer satisfaction

Financial results

Attrition rate (Rajasthan circle) in FY07-08 has been reduced by 2 as compared to that of FY06-07 Voluntary exit was 25 in FY07-08 while the same was reduced to 23 in FY07-08

Subscriber base of Rajasthan circle has been increased at a fast pace In FY06-07 Subscriber base was 167 million and in FY07-08 it becomes 418 million As on date it is 515 million This count shows that Customer satisfaction is enhanced

Gross Revenue of Rajasthan circle has also been increased to a great extent From FY05-06 TO FY06-07 Gross Revenue has been increased by 64 and from FY06-07 to FY07-08 Gross Revenue has been increased by 80

28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0

IMPACT OF EMPLOYEE ENGAGEMENT ON TALENT RETENTION

06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515

IMPACT OF EMPLOYEE ENGAGEMENT ON SUBSCRIBER BASE

210 Study of lsquoWHERE AM I ANALYSISrsquo Feedback form of 50 Employees at Bharti Hexacom Ltd

Before Gallup survey (online) HR Dept does one-on-one meeting ie Gallup Session with the employees to make them clear about the same Employees are provided with the feedback forms named lsquoWHERE AM I ANALYSISrsquo

In this feedback form no one has to write his name only he has to specify his Department (CSD Marketing Technical so on) Through this Feedback form employee gives his frank and candid opinion on the specific 12 Gallup Questions

Format of lsquoWHERE AM I ANALYSISrsquo feedback form is as follows

WHERE AM I ANALYSISDEPARTMENTThrough this feedback form we seek your frank and candid opinion on the following questions Please submit your opinion on a scale of 1-5 (1 is lowest and 5 is highest)S NO 1 2 3 4 5

Basic Needs1 I know what is expected of me at work2 I have the materials amp equipment I need to do

my work rightManagement Support

3 At work I have the opportunity to do what I do best everyday

4 In the last seven days I have received recognition or praise for doing good work

5 My supervisor or someone at work seems to care about me as a person

6 There is someone at work who encourage my development

30

Team Work7 At work my opinion seems to count8 The mission purpose of my company makes

me feel my job is important9 My associate (fellow employees) are committed

to doing quality work10 I have a best friend at work

Growth11 In the last six months someone at work has

talked to me about my progress12 The last year I have had opportunities at work

to learn and grow

Study of lsquoWHERE AM I ANALYSISrsquo Feedback forms of 50 employees has shown the following inference For Q1 2 employees gave 2 scale opinions 8 employees gave 4 scale

opinion and 82 employees gave 5 scale opinion

For Q2 4 employees gave 2 scale opinion 2 employees gave 3 scale opinion 20 employees gave 4 scale opinion and 74 employees gave 5 scale opinion


For Q4 2 employees gave 1 scale opinion 4 employees gave 2 scale opinion 6 employees gave 3 scale opinion 26 employees gave 4 scale opinion and 62 employees gave 5 scale opinion



For Q7 2 employees gave 1 scale opinion 8 employees gave 3 scale opinions 20 employees gave 4 scale opinion and 70 employees gave 5 scale opinion

For Q8 4 employees gave 3 scale opinions 16 employees gave 4 scale opinion and 80 employees gave 5 scale opinion

31





The study has shown that maximum numbers of employees are having the 5 scale opinion some have 4 scale opinions and only few have the lowest scale opinionsThis study has shown that out of 50 employees maximum numbers of employees are psychologically committed to a role in the organization in which they use their talents This study has shown that Employee engagement is growing at a good pace in the company

211 Conclusion

Employee Engagement is the buzz word term for employee communication It is a positive attitude held by the employees towards the organization and its values It is rapidly gaining popularity use and importance in the workplace and impacts organizations in many ways Employee engagement emphasizes the importance of employee communication on the success of a business An organization should thus recognize employees more than any other variable as powerful contributors to a companys competitive position Therefore employee engagement should be a continuous process of learning improvement measurement and action

In the rapidly changing and increasingly global business landscape ndash where success is more likely driven by human capital rather than financial capital technology or equipment ndash the organization that best understands and engages the productive energy of its workforce is most likely to gain and sustain competitive advantage and Bharti Airtel is such organization

Airtel employers are succeeding in winning the hearts and minds of their employees ndash and are reaping the rewards of optimal performance

32

Raising and maintaining employee engagement lies in the hands of an organization and requires a perfect blend of time effort commitment and investment to craft a successful endeavor

3 DEVELOPMENT CENTRE

The main goal of the human recourses management is to achieve competition advantage by the strategic allocation of qualified personnel Research demonstrates that there is no substitute for objectively observing and systematically measuring how people actually perform ldquoon the groundrdquo A well designed Assessment Centre is the most effective tool available for assessing individuals in both individual and group based environments for selection or development

31 What is an Assessment Development Centre

The term assessment centre does not refer to a physical place instead it describes an approach Traditionally an assessment centre consisted of a suite of exercises designed to assess a set of personal characteristics it was seen as a rather formal process where the individuals being assessed had the results fed back to them in the context of a simple yesno selection decision However recently a definite shift has come in thinking away from this traditional view of an assessment centre to one which stresses the developmental aspect of assessment A consequence of this is that today it is very rare to come across an assessment centre which does not have at least some developmental aspect to it increasingly assessment centres are stressing a collaborative approach which

33

involves the individual actively participating in the process rather than being a passive recipient of it In some cases one can even find assessment centres that are so developmental in their approach that most of the assessment work done is carried out by the participants themselves and the major function of the centre is to provide the participants with feedback that is as much developmental as judgmental in natureAssessment Centres are a means of helping an organization to identify the suitability strengths and potential development areas of people - for a particular job or role They are structured events usually one or two days long containing a series of exercises and activities often including psychometrics with the objective of assessing competencies in a group of people through their observed behavior and their performance in certain testsAssessment centres typically involve the participants completing a range of exercises which simulate the activities carried out in the target job Various combinations of these exercises and sometimes other assessment methods like psychometric testing and interviews are used to assess particular competencies in individuals The theory behind this is that if one wishes to predict future job performance then the best way of doing this is to get the individual to carry out a set of tasks which accurately sample those required in the job and are as similar to them as possible The particular competencies used will depend upon the target job but one will often find competencies such as relating to people resistance to stress planning and organizing motivation adaptability and flexibility problem solving leadership communication decision making There are numerous possible competencies and the ones which are relevant to a particular job are determined through job analysis

32 Why are Assessment Centres requiredWith globalization the market has become increasingly demanding and competitive There is a demand for a range of goods and services To survive in this competitive environment organizations need to align their strategic intent in line with the market requirements The strategic intent thus shapes the mission statement of the organization the structure of the organization and the values it follows The organization then sets its performance goals according to its strategic intent To achieve these performance goals it has become imperative for organizations to have competent people ACs help organizations identify and develop these competent people and have thus become the need of the day

34

33 What are the differences between Assessment and Development Centres

An assessment centre as well as a development centre involves assessment It is in the end use of the information obtained where the difference lies as we can see in the following tables (Table 1 and Table 2)

Table 1 Characteristics of Assessment Centre

Have a passfail criteriaAre geared towards filling job vacancies or selectionAddress an immediate organizational needTend to be used with external andor internal candidatesMay have fewer assessors and more participantsInvolve line managers as assessorsPlace less emphasis on self-assessmentFocus on what the individual can do nowAre geared to meet the needs of the organizationAssign the role of judge to assessorsMay give no feedback to the individualRetain ownership of outcomefeedback within the organizationHold very little pre-event briefing

35

Table 2 Characteristics of Development Centre

Do not have a passfail criteriaAre geared towards developing the individualAddress a longer term organizational needTend to be used with internal candidatesCan have a 11 ratio of assessor to participantMay not involve line managers as assessors (possibly all external)Place more emphasis on self assessmentFocus on the individual1048675s potentialAre geared to meet needs of the individuals well as the organizationAssign the role of facilitator to assessorsAlways give detailed feedback to the individualPass to or share ownership of outcomefeedback with the individualHold a detailed pre-event orientation briefing

34 Assessment Centre process

The Assessment Centre is a very systematic step-by- step approach which produces results at every phase and thus has a wide range of possible applications Different stages of Assessment Centre process is as follows

36

Formulate goal

Analyze job

Analyze job

Select exercisesDesign

program amp draft scenario

Hold session

Evaluate report amp inform

Select candidates

Select appraisers

Train appraisers

Instruct candidates

STAGES OF THE ASSESSMENT PROCESS

Formulate goal - For which purpose is the Assessment Centre Method to be used For selection Management development Evaluation Schooling and training Each purpose demands its own particular approach and methodology

Target jobs - What is the target group Sales personnel trainees specialists managers

Analyze jobs and establish criteria - How are the target jobs structured What are their key characteristics What does the appraiser need to know about leadership organizational ability planning communicating skills stress tolerance

Choose the methodology - Which tools to use and why Which simulations interview questions and or psychological tests will be employed

Draft scenario for the session - How is the Programme to be carried out in practice how long will it last and where and when will the session be held

Assessment Centre session - The session is underway the assessors are recording the candidatesrsquo responses and the candidates are working on simulations

Final report evaluation and follow up - After the session the assessors give their final opinion about the candidates They produce a report intended as a guide for further development The final decision is made Who is promoted who is accepted what are the areas in which the candidates could develop A follow up programme for the manager and candidate is designed

37

35 Development Centre at Bharti Hexacom Ltd (Growth with Career at Airtel Rajasthan)rsquo June-July 2008 for Band F and Band 1 (only Assistant Managers) employees

Development centre at Bharti Hexacom is used as a Talent assessment tool that incorporates lsquoMULTIPLE TECHNIQUES OF ASSESSMENTrsquo uses lsquoMULTIPLE RATERSrsquo and anchored on pre-identified lsquoPROFESSIONAL SKILL SETrsquo

351 What is Development Centre at Bharti Hexacom

Development Centre is

Skill development Road Map Shared initiative Focused on personal growth

What it is not

It is not

A performance Appraisal Formality One way contract

352 Objectives of Development Centre at Bharti Hexacom

To assess the candidates on Identified Professional Skill sets

An exercise to identify the development need (Training need identification) for each individual as also for the group

Designing Development Road Maps for each individual helping the employees to fill DAP and SDPs more accurately

DAP is the Development Activity Planner and SDP is the Self Development Plan

353 Professional Skills Framework at Bharti Hexacom

Drive for Results Customer Focus Sense of Ownership Analytical Ability Self Confidence Persuasive Communication

38

Interpersonal Skills Organizing Ability

354 Leadership Competencies ndash Band 1

Achieving Business Success Delights the Customers Displays Entrepreneurial spirit Empowering and Developing Building Collaborative Relationships

355 Schedule for the day

930 ndash 1000 am Registration for the DC and pre- work collection1000 ndash 1040 am Wizard Tool Paper Pencil Test

Tea Break1050am ndash 1200 pm Parivaar

TelecommuncationsGroup Activity

1200 ndash 1245 pm Role 1-2-3 Role Plays1245 ndash 115 pm Projective Techniques Paper Pencil Test

Lunch145 ndash 330 pm Progressive Group

TasksGroup Activity

330 ndash 430 pm In tray Individual amp Group Activity

430 ndash 445 pm Sociographs Peer Ratings amp Feedbacks

356 Role of an Observer

ORCEhellip Observe Record Classify Evaluate

Observe ndash

Look for urges initially Watch for RWO ie Reaction when opposed Key elementshellip Competition amp Cooperation Intellect in action

39

Look not just seeing ndash but how Figure amp Ground Integrate amp Differentiate participantrsquos behavior with others

Record ndash

Memory anchors Key words (An observer should be aware of the words that the participant is

using) Repetitive acts Initiation amp Close Develop a JOT (whit) style Record in flow Do not be prejudiced (An observer should not be prejudge-mental)

Classify ndash

Put in single competency silo Check discreteness and flow Check in sister ndash competency buckets The individual amp the family rule An observer should not ever do overgeneralization

Evaluate ndash

Understanding measuring scale Rank and Rate Donrsquot wait Integrate after scoring Visit the site again

357 Seating arrangement for participants and observers

Three tables were arranged for 3 groups of participants consisting of 5 members in each group ndash for a single day

There were 3 observers for a single group of participants

So every day there were 9 observers and 15 participants

358 Commencement and Culmination of Development Centre

Development centre was started on June 17 2008 and culminates on July 1 2008

40

359 Feedback (one- off) to the participants after few days of the completion of Development centre

Feedback has been given to every participant Employees were also given the DAP and SDP forms to fill Feedback sessions of Development centre were started on July 16 2008 and culminated on July 22 2008

DAP and SDPs are the forms which will help in identification of Training needs of every employee

SDP is an important tool to enhance employeersquos performance and potential It enables the employee to write his learning objectives and to action them as well Bharti Performance Management System (BPMS) has been integrated with the concept of SDP to enable the employee to take charge of his own development needs and to choose a learning strategy

3510 What are the benefits to Bharti Hexacom

Accelerates the developmental process Identifies leadership talent Provides a tool for managers to use in developing high potentials Demonstrates commitment to career development and improves retention

36 Conclusion

Development Centre at Bharti Hexacom uses a set of scientifically validated tools to help the employees assess their proficiency levels in regards to the professional skills and competencies defined The SDP thus is based upon scientifically assessed learning requirements for each individual While feedbacks from development Centre is important the learning objectives take into consideration the employeersquos future role career aspirations and current KRArsquos amp functional ability requirement

Development Centre is the significant tool that diagnoses individualrsquos current strengths and lsquogapsrsquo in relation to a set of competencies

It provides a platform for future development

It sends a clear signal of the organizationrsquos commitment to investing in learning and development

41

42

ACKNOWLEDGEMENT

The ensuring pages of work are the cumulative consequences of intensive guidance gracious work and magnanimous support Hence before I embark upon the presentation of this project report I wish to acknowledge and express my personal gratitude to all those people without whom this project could not have been a reality

I am highly obliged to Mr Amit Tiwari HR Head for giving me this opportunity to work in an organization of high repute

I express my profound sense of gratitude and indebtedness to my reverent Corporate guide Mr Rohit Mogra HR Manager for his scholarly pain staking and incessant efforts inspiring supervision and invaluable guidance during the course of this project and who inspite of his multifarious responsibilities helped me to accomplish this project successfully For this kind of consideration I am beholden to him in a special measure and no words can fully convey my feelings respect and regards for him

Words are poor substitute for my heartfelt gratitude and thanks to Mrs Pratibha Gautam HR Executive for providing me the data and necessary valuable information

I would like to thank all the HR employees for helping me for providing their valuable suggestions and for their constant guidance and support during the entire duration of this project

2

Date VANDANA KUMARI Place Jaipur MPM (HR)+PGDM

CONTENTS


NO









3

1 INTRODUCTION




4







5













14 Airtel Vision


6






BAND TITLES

Band 3 Sr VP VP GM




7




8









Bold fresh ideas

9











These Values are






10






11



12

22 Introduction









13











14













15











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42

CONTENTS


NO









3

1 INTRODUCTION




4







5













14 Airtel Vision


6






BAND TITLES

Band 3 Sr VP VP GM




7




8









Bold fresh ideas

9











These Values are






10






11



12

22 Introduction









13











14













15











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42

1 INTRODUCTION




4







5













14 Airtel Vision


6






BAND TITLES

Band 3 Sr VP VP GM




7




8









Bold fresh ideas

9











These Values are






10






11



12

22 Introduction









13











14













15











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42







5













14 Airtel Vision


6






BAND TITLES

Band 3 Sr VP VP GM




7




8









Bold fresh ideas

9











These Values are






10






11



12

22 Introduction









13











14













15











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42













14 Airtel Vision


6






BAND TITLES

Band 3 Sr VP VP GM




7




8









Bold fresh ideas

9











These Values are






10






11



12

22 Introduction









13











14













15











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42






BAND TITLES

Band 3 Sr VP VP GM




7




8









Bold fresh ideas

9











These Values are






10






11



12

22 Introduction









13











14













15











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42




8









Bold fresh ideas

9











These Values are






10






11



12

22 Introduction









13











14













15











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42









Bold fresh ideas

9











These Values are






10






11



12

22 Introduction









13











14













15











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42











These Values are






10






11



12

22 Introduction









13











14













15











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42






11



12

22 Introduction









13











14













15











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42



12

22 Introduction









13











14













15











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42

22 Introduction









13











14













15











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42











14













15











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42













15











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42











16






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42






E

N

G

A

G

E

M

E

N

T

FEELING

VALUED

amp

INVOLVED

17








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42








18


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42


















Tuesday Trivia


Taste Bud Thursday

19

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42

Friday Thrill

Birthday bash






Food Festival









Vote amp Win

Colour Week




20


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42


RESULTS






RESULTS





RESULTS




21





RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42



RESULTS






RESULTS




22




RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42


RESULTS








RESUTLS





23



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42



RESULTS








RESULTS







24


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42


RESULTS




RESULTS




RESULTS



Home loan

25

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42

Personal loan


Credit cards

Auto loan


RESULTS









26






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42






RESULTS






27



Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42


Financial results




28

RETENTION

100

80

70

60

50

40

30

20

90

75

77

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42

29

10

0


06-07 07-08S

ubsc

riber

Bas

e in

Mill

ion

05-06 06-07 07-08 As on Date 08-09

081

169

418

515













30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42












30






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42






to learn and grow










31






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42






211 Conclusion




32






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42






33



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42



34





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42





35





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42





36

Formulate goal

Analyze job

Analyze job



Hold session


Select candidates

Select appraisers

Train appraisers

Instruct candidates









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42









37






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42






What it is not

It is not









38










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42










TasksGroup Activity





Observe ndash


39


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42


Record ndash



Classify ndash


Evaluate ndash








40







36 Conclusion





41

42







36 Conclusion





41

42

EMPLOYEE ENGAGEMENT & DEVELOPMENT centre final

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