A PROJECT REPORT

ON

AN ANALYSIS OF RECRUITMENT &

SELECTION PROCESS
AT
AVIVA LIFE INSURANCE

ACKNOWLEDGEMENT
1

I am deeply indebted to Mr.Ishan taneja for his constant support, guidance

and inspiration in completion of the internship program and preparation of this
document.

My sincere thanks to for finding time out of his busy schedule and giving us
invaluable suggestions. I am also grateful to other employee of Aviva Life Insurance
for their encouragement and help.

I would like to express my sincere gratitude to Aviva Life Insurance for giving
me an opportunity to complete my summer internship program in their esteemed
organization.

Last but not the least; I would like to thank my parents and friends for their
moral support throughout the project.

Executive Summary
The project titled RECRUITMENT AND SELECTION Undertaken in AVIVA life insurance.
AVIVA is a UK based insurance group. It has a long history dating back to 1834 and has a joint
venture with DABUR groups. Aviva holds a 26 per cent stake in the joint venture and the Dabur
group holds the balance 74 per cent share.
It is one of the leading providers of life and pensions products to Europe and has
Substantial businesses elsewhere around the world.
The project report is about recruitment and selection process thats an important part of any
organization. Which is considered as a necessary asset of a company? In fact, recruitment and
selection gives a home ground to the organization acumen that is needed for proper functioning
of the organization. It gives a organizational structure of the company. Its a methodology in
which the particular organization works and how a new candidate could be recruited in such a
way that he/she would be fitted for the right kind of career.
There are two types of factors that affect the Recruitment of candidates for the company
internal factors
External factors
The objective of selection decision is to choose the individual who can most successfully
perform the job from the pool of qualified candidates. Selection process or activities typically
follow a standard patter, beginning with an initial screening interview and concluding with final
employment decision.

TABLE OF CONTENT
1.INTRODUCTION TO HUMAN RESOURCE..5
2.OBJECTIVE OF STUDY7.
3.SCOPE..8
4.INTRODUCTION TO RECRUITMENT AND SELECTION..09-30
-RECRUITMENT10
-FEATURES12
-OBJECTIVES........13
-SELECTION..14
-PROCESS..15
5.COMPANY PROFILE.17-30
-HISTORY.18
-JOINT VENTURE21
-COMPETITORS...22
-VISION&VALUES..24
-PARTNERS..25
-AVIVA GUIDING PRINCIPLES...30
6.LITERATURE REVIEW31-50
-HUMAN RESOURCE DEPARTMENT.....33
-SOURCES OF RECRUITMENT35
-PROCESS OF RECRUITMENT.39
7.MY JOB PROFILE54
8.RESEARCH METHODOLOGY.55-60
-RESEARCH DESIGN.56
-SOURCES OF DATA..57
-ANALYSIS AND INTERPERTATION.58
-DATA ANAYLSIS..60
9.BIBLOGRAPHY.65
10.ANNEXURE.67

INTRODUCTION TO
HUMAN RESOURCE

INTRODUCTION
Human Resource is a basic need of any work to be done. According to ARTHUR
LEWIS:
There are great differences in development between countries which seem to
have roughly equal resources, so it is necessary to enquire into the difference
in human behaviors .
The project report is all about recruitment and selection process thats an important part of any
organization.
Recruitment highlights each applicants skills, talents and experience. Their selection involves
developing a list of qualified candidates, defining a selection strategy, identifying qualified
candidates, thoroughly evaluating qualified candidates and selecting the most qualified
candidate.
It is said if right person is appointed at right place the half work has been done. In this project I
have tried to cover all the important point that should be kept in mind while recruitment and
selection process and have conducted a research study through a questionnaire that I got it filled
with all the sales managers of the AVIVA life insurance Delhi and tried to find out which
methods and various other information related to recruitment and selection and tries to come to a
conclusion at what time mostly the manpower planning is dont , what the various method used
for recruiting the candidates and on what basic the selections is done. Aviva India has a wellarticulated equal opportunity policy, which lays strong emphasis
on hiring of individuals irrespective of age, race, caste or gender. As a best practice in
recruitment.

OBJECTIVE

OBJECTIVE
1. To study the recruitment and selection procedure followed in AVIVA LIFE
INSURANCE.

2: To study the various sources of recruitment followed in AVIVA.

3.: To learn what is the process of recruitment and selection that should be
followed.

4: To search or headhunt people whose skill fits into the companys values?

SCOPE OF STUDY

To recruit and retain the human resource of required quantity and quality.

To foresee the impact of technology on work, existing employee and further human
resource requirement.

To minimize imbalances caused due to non-availability of human resources of right kind,

right number in right time and right place.

To identify and satisfy individual and group needs.

To provide of facilities and condition of work and creation of favorable for maintaing
stability of employment.

To create facilities and opportunities for individual or group development.

To consider and contribute to minimization of socio economic evil and to improve the
welfare of society.

Recruitment of right personnel possing requisition skills, knowledge and competence.

INTRODUCTION
OF
RECRUITMENT
AND
SELECTION

10

RECRUITMENT

Recruitment and selection are the most important functions in an organization because with the
help of these functions the management selects the best available candidate from a batch of them.
The organizations, in this growing competitive world, need to have the best of the manpower so
as to have an edge over its competitive.

According to Flippo, "Recruitment is the process of searching for prospective employees and
stimulating and encouraging them to apply for jobs in an organization."

In the words of Yoder,"Recruitment is a process to discover the sources of manpower to meet the
requirements of the staffing schedule and to employ effective measured for attracting that
manpower in adequate numbers to facilitate effective selection of an efficient working force."

The recruitment needs can be classified into

Planned.

Anticipated.

Unexpected.

Planned need arise from changes in the organization and retirement policy. These occur due the
expected changes in the organization so the management can make a proper policy for it.

Anticipated need refer to the movements in personnel which an organization can predict by
studying the trends in the internal and external environments.

11

Resignations, deaths, accidents and illness result in to the unexpected needs.

FEATURES:

Recruitment is a process or a series of activities rather than a single event.

It is a linking activity as it brings together the employers and employees.

It is positive process because in this activity the employers want to have the
maximum number of job seekers so as to have a wider scope for choice ultimately
leading in spotting right persons for job.

It is an important function as it makes it possible to acquire the number and type of

persons required for the effective functioning of the organization.

It is an on going function in all the organizations, but the volume and nature of
recruitment varies with the size, nature and environment of the organization.

It is a complex process because a number of factors affect it --the nature of the

job offered, image of the organization, organizational policies, working conditions
etc.

12

Objective of recruitment
1: To attract with multi dimensional skills and experience that suite the
present and future organization strategies.
2: To induct outsider with new perspective to lead the company.
3: To infuse fresh blood at all levels of organization.
4: To develop an organizational culture that attracts competent people to the
company.
5: To search or headhunt people whose skill fit the companys values.
6: To seek out non-conventional development grounds of talent
7: To devise methodology for assessing psychological traits.
8: To search for talent globally not just within the company.
9: To design entry pay that competes on quality but not on quantum.
10: To anticipate and find people for position that doesnt exists yet.

Recruitment represents the first contact that a company makes with

potential employees. It is through recruitment that many individuals come to
know about the company and eventually decide whether they wish to work
for it.
The recruitment process should inform qualified individuals about the job so
that applicant can make comparison with their qualification and interest.

13

SELECTION

Selection is the process of choosing the best candidate out of the all the applicants. In this
process, relevant information about the applicants is collected through a series of steps so as to
evaluate their suitability for the job to be filled.

It is the process of matching the qualifications with those required for the job so that the
candidate can be entrusted with the task that matches with his credibility.
It is a process of weeding out unsuitable candidates and finally identifying the most suitable
candidates.

This process divides the candidates into two categories-the suitable ones and the unsuitable ones.
The suitable people prove to be the asset for the organization. Selection is a negative process
because in this process the management tries to minimize the number of people at each step so
that the final decision can be in the light of all the factors and at the end of it best candidate is
selected. Selected candidate the has to pass through the following stages-

Preliminary Interview.

Application Form.

Selection Test.

Selection Interview.

Physical Examination.

Reference Check.

Final Approval.
14

Employment.

PROCESS
Preliminary Interview is the initial screening done to weed out the undesirable candidates.
This is mainly a sorting process in which the prospective candidates are given the necessary
information about the nature of the job and the organization. Necessary information about the
candidate is also taken. If the candidate is found suitable then he is selected for further
screening else he is dropped. This stage saves the time and effort of both the company and
the candidate. It avoids unnecessary waiting for the candidate and waste of money for further
processing of an unsuitable candidate.

Application Form is a traditional and widely used device for collecting information from
candidates. This form asks the candidates to fill up the necessary information regarding their
basic information like name, address, references, date of birth, marital status, educational
qualifications, experience, salary structure in previous organization and other such
information. This form is of great help because the scrutiny of this form helps to weed out
candidate who are lacking in education, experience or any other criterion provided by the
organization. It also helps in formulation of questions, which will be asked in the interview.
These forms can also be stored for future references thus maintaining a databank of the
applicants.
Selection Tests are being increasingly used in employee selection. Tests are sample of some
aspect of an individual's attitudes, behavior and performance. It also provides a systematic
basis for comparing two or more persons. The tests help to reduce bias in selection by serving
as a supplementary screening device. These are also helpful in better matching of candidate
and the job. These reveal the qualifications, which remain covered in application form and
interview.

Selection Interview involves the interaction of the employer and the employee. Selection
involves a personal, observational and face-to-face appraisal of candidates for employment.
15

It is an essential element of the selection procedure. The information obtained through

application form and test can be crosschecked in the interview.

The applicants who have crossed the above stages have to go through Physical Examination
either by the company's physician or the medical officer approved for the purpose. The main
aim is to ensure that the candidate is physically fit to perform the job. Those who are found
physically unfit are rejected.

The next stage marks of checking the references. The applicant is asked to mention in his
application form the names and addresses of two or three person who know him well. The
organization contacts them by mail or telephone. They are requested to provide their frank
opinion about the candidate without incurring any iability. The opinion of the references can
be useful in judging the future behavior and performance of a candidate.

The executives of the concerned departments then finally approve the candidates short-listed
by the human resource department. Employment is offered in the form of an appointment
letter mentioning the post, the rank, the salary grade, the date by which the candidate should
join and other terms and conditions in brief. Appointment is generally made on a probation of
one or two years. After satisfactory performance during this period the candidate is finally
confirmed in the job on permanent basis or regularized.

Selection is an important function as no organization can achieve its goals without selecting
right persons for the required job. Faulty selection leads to wastage of time and money and
spoils the environment of an organization. Scientific selection and placement of personnel
can go a long way in building up a stable workforce. It helps to reduce absenteeism and
labour turnover. Proper selection is helpful in increasing the efficiency and productivity of
the enterprise.

16

COMPANY PROFILE

17

HISTORY
Aviva is UKs largest and the worlds fifth largest insurance Group. It is one of
the
Leading providers of life and pensions products to Europe and has substantial
businesses elsewhere around the world. With a history dating back to 1696,
Aviva has a 40 million customer base worldwide. It has more than 377
billion of assets under management.
In India, Aviva has a long history dating back to 1834. At the time of
nationalization it was the largest foreign insurer in India in terms of the
compensation paid by the Government of India. Aviva was also the first
foreign insurance company in India to set up its representative office in
1995.
In India, Aviva has a joint venture with Dabur, one of India's oldest, and
largest Group of companies. A professionally managed company, Dabur is
the country's leading producer of traditional health care products.
In accordance with the government regulations Aviva holds a 26 per cent
stake in the joint venture and the Dabur group holds the balance 74 per cent
share.

With a strong sales force of over 28,000 Financial Planning Advisers (FPAs),
Aviva has initiated an innovative and differentiated sales approach to the
business. Through the Financial Health Check (FHC) Avivas sales force has
been able to establish its credibility in the market. The FHC is a free service
administered by the FPAs for a need based analysis of the customers longterm savings and insurance needs. Depending on the life stage and earnings
of the customer, the FHC assesses and recommends the right insurance
product for them.
Aviva pioneered the concept of Bancassurance in India, and has leveraged its
global expertise in Bancassurance successfully in India. Currently, Aviva has
Bancassurance tie ups with ABN Amro Bank, American Express Bank,
IndusInd Bank, Centurion Bank of Punjab, The Lakshmi Vilas Bank Ltd. and
Punjab & Sind Bank, Co-operative Banks in Gujarat, Rajasthan, Jammu &
Kashmir, Bihar, West Bengal, Andhra Pradesh and Maharashtra and regional
Banks.
18

When Aviva entered the market, most companies were offering traditional
life products.
Aviva started by offering the more modern Unit Linked and Unitized with
Profit products to the customers, creating a unique differentiation. Avivas
products have been designed in a manner to provide customers flexibility,
transparency and value for money.
It has been among the first companies to introduce the more modern Unit
Linked
products in the market. Its products include: whole life (Lifelong), endowment
(Lifesaver, Easy Life Plus, Lifesaver Plus), child policy (Young Achiever, Save
Guard
Junior, Aviva Little Master) single premium (Life Bond and Life Bond Plus),
Pension
(Pension Plus), Term (Life Shield), fixed term protection plan (Freedom Life
Plan) and a Tax efficient investment plan with limited premium payment term
(LifeBond5). Aviva Products are modern and contemporary unitized products
that offer unique customer Benefits like flexibility to choose cover levels,
indexation and partial withdrawals.
Avivas Fund management operation is one of its key differentiators.
Operating from Mumbai, Aviva has an experienced team of fund managers
and the range of fund options includes Unitized With-Profits Fund and four
Unit Linked funds: - Protector Fund, secure Fund, balanced Fund and Growth
Fund.
Aviva has 176 Branches in India (including rural branches) supporting its
distribution network. Through its Bancassurance partner locations, Aviva
products are available in close to 500 towns and cities across India.
Aviva is also keen to reach out to the underprivileged that have not had
access to
Insurance so far. Through its association with Basix (a micro financial
institution) and other NGOs, it has been able to reach the weaker sections of
the society and provide life insurance to them.
Aviva India wins the Out-of-the box PR idea award at the India PR & Corporate
Communications Awards 2012. The award recognizes the Aviva Great Wall of Education as
the most innovative conceptualization and implementation of a PR initiative that enhances brand
recall.
Aviva Great Wall of Education has been recognized yet again for the outstanding work that it
has been doing towards the education of underprivileged children. The Bookwall won a Silver at
Effies 2011 (Effective Advertising Awards) where it collected more than 9, 50,000 books
19

impacting the lives of close to 500,000 children across the country. This is the second
consecutive time that the mega book donation drive has won an Effies- one of the top award
platforms for the advertising community in India and worldwide.
Aviva has been felicitated with the "Bronze Award for Excellence in People
Management" by Grow Talent Company Limited and Business world. This
honour is given to Aviva based on the ranks received in top 25 lists of the
Great Place to Work India studies conducted in the last four years.

JOIN VENTURE
Dabur
Founded in 1884, Dabur is one of India's oldest and largest groups of
companies with consolidated annual turnover in excess of Rs 1,899 crores. A
professionally managed company, it is the country's leading producer of
traditional healthcare products.

Aviva
Aviva is UKs largest and the worlds fifth largest insurance Group. It is one of
the leading providers of life and pensions products to Europe and has
substantial businesses elsewhere around the world. With a history dating
back to 1696, Aviva has a 40 million customer base worldwide. It has more
than 377 billion of assets under management.

20

Competitors of Aviva life insurance

1.Life Insurance Corporation of India (LIC)
LIC is the largest and is popular with over 2048 branches all over India. LIC still remains the top
with new players entering with customized insurance products. It has gained credibility and
consumers trust that it is able to sustain the insurance business having estimated assets worth
Rs.8 trillion.
2. AIG Tata LIC Ltd
AIG Tata offers various insurance plans for everyone, children to senior citizens. This LIC is a
joint venture with the American International Group and Tata Group.
3. HDFC life Insurance Co. Ltd (Standard)
HDFC Life specializes in providing an array of solutions for individuals and groups. This is a
joint-venture between UK based Standard Life and HDFC Ltd, the leading finance institution.
4. Birla Life Insurance Co. Ltd (Sun)
Birla is the only and first insurance company initiating insurance business in association with
Business Continuity Plan and helping small companies grow bigger. This is a life insurance that
is collaboration between Sun Life Financial Inc and Aditya Birla Group.
21

5. SBI Life Insurance Co. Ltd

SBI Life Insurance makes highest profit and is the life insurance offering plans matching
different segments from urban to rural divisions.
6. ICICI Life Insurance Co. Ltd (Prudential)
ICICI Prudential Life Insurance is India's trusted private sector insurance company having
collaboration with UK based Prudential Group.
7. Bajaj Allianz Life-Insurance Co. Ltd
Bajaj Allianz offers life and general insurances and is the largest insurers in the world.
8. Kotak Mahindra Old Mutual Life Insurance Limited
Kotak Mahindra is committed to offer investment-based policies identical to mutual funds and
ULIPs, to name a few.

9. Max New York Life Insurance Co. Ltd

Max New York Life Insurance offers outstanding combination covers. It has ISO: 9001:2000
certifications.
10. Future Generali Life Insurance
Future Generali is offering comprehensive plans for groups and individuals and is becoming
more competitive.

VISION
Aviva - where exceeding expectations through innovative solutions is "our" way of life.
22

This is the compelling vision that Aviva India has created through the active contribution of its
employees. These lines not only define the way they live and work but also serve as a reminder
to deliver the best to their customers, shareholders, colleagues, partners & employees at all times.
Embedded in this vision are the core values of Integrity, Customer centricity, Passion for
winning, Innovation and Empowered team that they have collectively defined and committed to
working towards.

VALUES
Our values are integral to the way we conduct our business and shape the
Experiences of our clients and employees.
We value integrity, teamwork, innovation and performance. Integrity is the
Cornerstone of our business. Through global and local teams we innovate,
And through our performance we deliver results.

PARTNERS
Aviva has committed to help its customers get 'Kal par Control' and make the most out of their
lives. It is their constant endeavor to ensure that their customers have easy access to AVIVA
products and services at all times.
Aviva has pioneered bancassurance in the country through its tie-ups with 22 leading private and
nationalized Banks in the country. Aviva also focuses on bancassurance worldwide and has a
proven track record of successful bancassurance relationships. It has 40 major partnerships with
23

leading banks across the globe. Aviva is a leading bancassurer in countries such as France, Italy,
Spain, Australia and New Zealand.

ABN AMRO is a prominent international bank with European roots and a clear focus on
consumer and commercial banking gaining a competitive edge on the chosen markets and client
segments.
Aviva's relationship with ABN India commenced in June 2002 under which the bank introduces
its customers to Aviva for insurance and provides access to its affluent customer base across the
country through its operations in 21 branches at 14 locations.

Aviva Life Insurance entered into a strategic alliance with American Express for distribution
of Life Insurance in June 2002 to offer top-of the line saving-cum-protection plans to
Amex bank and card customers.
Aviva offers tailor-made investment solutions to the high net worth clients of the Wealth
Management channel. The retail card segment is being tapped through outbound calling
to the Amex card holders. The American Express Inbound call centre also pitches Aviva
products to its callers.

The Lakshmi Vilas Bank Ltd

The Lakshmi Vilas Bank Ltd, based out of Karur, is among the top private banks in India. It
has 221 branches with a customer base of 1.2 million, across 10 states. Currently Aviva
products are sold across 204 branches of LVB.

24

CANARA BANK
Canara Bank is one of the largest retail banks in India with 2,513 branches spread across
25 States and 4 Union Territories. The customer base of Canara Bank exceeds 27 million.
With a net profit of INR 1110 Crores, deposits of over INR 96,908 Crores, 47389
employees for the year ending Mar 2005, Canara Bank is truly a Bank to be reckoned
with for the sheer magnitude of coverage it offers its clients. Canara Bank has tied up
with Aviva as a Corporate Agent for its Life Insurance Products. Aviva products are
currently offered in 1030 Canara Bank branches in 103 Cities.

PUNJAB AND SIND BANK

Punjab & Sind Bank was established in the year 1908. Based on the principles of social
commitment to the people, help the farmers, and the weaker sections of the society to
raise their standard of living and play a significant role in the development of the
country. Even after 96 years of its inception, Punjab & Sind Bank stands committed to
honor the high ideals of its founding fathers. Punjab and Sindh Bank has a network of
759 branches and 132 extension counters all over the country with close to 9,765
employees. 42 per cent of its branches are in the rural and semi urban areas.

CENTURION BANK OF PUNJAB

Centurion Bank of Punjab is a new generation private sector bank offering a wide spectrum
of retail and corporate banking products and services.
It has been among the earliest banks to offer a technology-enabled customer interface that
provides easy access and superior customer service.

25

RBI has approved the merger between Centurion Bank and Bank of Punjab effective from
October 1st, 2005. The merged entity, named Centurion Bank of Punjab, has a strong
nationwide franchise of 241 branches and extension counters and 389 ATMs.

AVIVA GUIDING PRINCIPLES

Recruit the best
Accept personal responsibility
Build an empowered team
Building a shared vision and purpose
Leadership Development
Reward and Recognition
Recruit the best
Aviva India has a well-articulated equal opportunity policy, which lays strong emphasis
on hiring of individuals irrespective of age, race, caste or gender. As a best practice in
recruitment, they deploy identified psychometric tools such as SHL and Belbin and
designate ability tests to eliminate any biases in the resourcing process and facilitate

26

hiring of diverse profiles (vis--vis gender, background, experience levels and

competencies). The focus is on competence-based credentials rather than past experience
or length of service.
AVIVA does not follow a very descriptive hierarchy you have
transparency at each level, unlike most other organizations, where managers and senior
management dont look after their subordinates. Here you feel comfortable talking
with your seniors
At Aviva they have an Employee Referral Programme, which seeks to encourage
employees to be brand ambassadors of the Company and actively contribute to the
resourcing process by recommending candidates with relevant competencies and
potential, thereby facilitating in strengthening domain expertise within the Organization.

They have a robust Campus Programme, which is aimed at hiring students fresh from
key B-Schools and providing them with structured inputs and an environment for their
personal and professional growth. The Summer Trainee Program is designed to expose
people to the vibrancy of a complex and competitive business environment, challenge
you intellectually and encourage people to find innovative solutions.
They aim at providing a business perspective and Summer Trainees work on live projects,
which form the core of our business strategy. Not only do they get the freedom to
experiment and make decisions, but also spend quality time with their Project Guide or
mentor, who provides them the perspective of the 'bigger picture'. The programme thus
gives them a unique opportunity to integrate their classroom learning with the realities of
real business, in a live yet safe environment.
Accept Personal Responsibility
Apart from professional development, AVIVA also looks after the personal
development of employees
They believe that dealing with diversity is an ongoing phenomenon that facilitates the
process for a Company to adapt to and capitalize on today's increasingly complex
marketplace. Specific action plans have been formulated to ensure the mandated gender
ratio is achieved at the recruitment stage for a new position or through job enhancement/
job rotation opportunities for existing roles.
The organization has tremendous respect for the individual - which it
demonstrates by doing what it says
Build an Empowered Team
27

To institutionalize an open and honest environment with shared goals and participative
decision-making, they have various open forums, one such initiative being the Town
Hall(s). These are conducted on a monthly basis by the Managing Director and designate
leadership team members.
To share information on celebrations, events and people across locations, a quarterly
newsletter Buzz is circulated to all members of the Aviva team. It features a message
from the Managing Director, celebrates achievements and Milestones of individuals and
teams and updates employees on new and ongoing initiatives and highlighting news of
past and futures events
Employees are not working with AVIVA, they are living in AVIVA
In line with their vision statement and one of Avivas key values Innovation, the Company introduced the popular Ideas 4 Aviva scheme. This is an
enriching programme in which every member of Aviva has an open invitation to
influence any aspect of business by giving suggestions and ideas on how to work smarter
and better.
Build Shared Vision and Purpose
You feel as if you are part of the system when you are included in all the
Decisions being made for your function.
As a Company, they encourage self-starters. Given their dynamic environment, one is
expected to deliver from day one. Somewhere between adjusting to the new
environment .
About the facilities, infrastructure, processes, key people and dynamics of the
Organization etc. Information, which if provided on time can be very useful. This is how
the Buddy Programme was envisaged. Launched in July 2003, it addresses the need of
a new employee in terms of extending a friendly hand apart from the support provided by
the Line and HR managers. The objective is simple: To facilitate a seamless transition of
the new hire into the Aviva family.

28

LITERATURE REVIEW

29

Human Resource department at

AVIVA LIFE INSURANCE

30

Human resource development

This department looks after the needs and Requirement the present employees. This Department
includes number of function which are as Follows:
1. Training and Development it includes technical, soft skills and process related to training.
2. Process and policies it contains all the rule and regulations that need to be followed by the
employees.
3: Appraisal and increment- it is in the formal feedback to the employees about their
performance and the conduct of work.
4: Induction-involves the information to the new employees about the company, job, departments
etc
5: Motivational activities and entertainment- involves motivating the employees to
Improve their productivity.
6: Roles and responsibilities-that every individual employee needs to fulfill.
7: Joining formalities- take place when a new employee joins the company.
8: Computerization

31

09: Helpdesk
10: Employee verification-take place at the time of joining of the new employee.
11: Surveys
12: Project trainees
13: Counseling and grievance handling-both are different as counseling is basically Helping out
in personal problems whereas, grievances handling involves the handling of Complains that the
employees has towards the management.

All the above head are included in the human resource development and involves the overall
development of individual employees which in turn increases the overall profit of the company.
Planned need arise from changes in the organization and retirement policy. These occur due the
expected changes in the organization so the management can make a proper policy for it.
Anticipated need refer to the movements in personnel which an organization can predict by
studying the trends in the internal and external environments.
Resignations, deaths, accidents and illness result in to the unexpected needs.

It is a complex process because a number of factors affect it --the nature of the

job offered, image of the organization, organizational policies, working conditions
etc.

SOURCES OF RECRUITMENT:
Every organization has the option of choosing the candidates for its recruitment
processes from two kinds of sources: internal and external sources. The sources within
the organization itself (like transfer of employees from one department to other,
promotions) to fill a position are known as the internal sources of recruitment.
Recruitment candidates from all the other sources (like outsourcing agencies etc.) are
known as the external sources of recruitment.

32

SOURCES OF RECRUITMENT

33

INTERNAL SOURCE

1.TRANSFERS-The employees are transferred from one department to

another according to their efficiency and experience.
2.PROMOTIONS-The employees are promoted from one department to
another with more benefits and greater responsibility based on efficiency and
experience.
3. Others are Upgrading and Demotion of present employees according to
their performance.
4. Retired and Retrenched employees may also be recruited once again in
case of shortage of qualified personnel or increase in load of work.
Recruitment such people save time and costs of the organizations as the people
are already aware of the organizational culture and the policies and procedures.

34

5. The dependents and relatives of Deceased employees and Disabled

employees are also done by many companies so that the members of the
family do not become dependent on the mercy of others.

EXTERNAL SOURCE OF RECRUITMENT

1. PRESS ADVERTISEMENTS
Advertisements of the vacancy in newspapers and journals are a widely
used source of recruitment. The main advantage of this method is that it
has a wide reach.
2. EDUCATIONAL INSTITUTES
Various management institutes, engineering colleges, medical Colleges
etc. are a good source of recruiting well qualified executives, engineers,
medical staff etc. They provide facilities for campus interviews and
placements. This source is known as Campus Recruitment.
3. PLACEMENT AGENCIES
Several private consultancy firms perform recruitment functions on
behalf of client companies by charging a fee.
4.EMPLOYMENT EXCHANGES
Government establishes public employment exchanges throughout the country. These
35

exchanges provide job information to job seekers and help employers in identifying
suitable candidates.

5.LABOUR CONTRACTORS
Manual workers can be recruited through contractors who maintain close contacts with
the sources of such workers. This source is used to recruit labour for construction jobs.

6.UNSOLICITED APPLICANTS
Many job seekers visit the office of well-known companies on their own. Such callers
are considered nuisance to the daily work routine of the enterprise. But can help in
creating the talent pool or the database of the probable candidates for the organization.

7.EMPLOYEE REFERRALS / RECOMMENDATIONS

Many organizations have structured system where the current employees of the
organization can refer their friends and relatives for some position in their
organization.
Also, the office bearers of trade unions are often aware of the suitability of candidates.
Management can inquire these leaders for suitable jobs. In some organizations these
are formal agreements to give priority in recruitment to the candidates recommended
by the trade union.

8.RECRUITMENT AT FACTORY GATE

Unskilled workers may be recruited at the factory gate these may be employed
whenever a permanent worker is absent. More efficient among these may be recruited
to fill permanent vacancies.

36

PROCESS

37

38

39

RECRUITMENT PROCESS

DETERMINING MANPOWER REQUIREMENT

A Recruitment analysis is conducted depending on the job profile. A well- designed
and comprehensive recruitment analysis is invaluable to an

organizations well being. Recruitment analysis basically ensures the availability of the
right resources in the right place to match the future organizational needs. Recruitment
analysis can be defined as the process of ensuring the right number of qualified people,
into the right job at the right time to deliver the results in an efficient and effective
manner. Recruitment is the process of searching for and attracting qualified candidates
to apply for the positions that are available. Whether your company is heavily
recruiting or in the midst of a hiring freeze, you should always have a recruiting plan.
Plans will vary based on hiring volume and type of position, but you should articulate
a standard strategy of how you recruit and fill positions. A well-defined recruiting
strategy will help ensure that the right employees are in place when needed.

The objectives are:

1. To maintain the required quantity and quality of human resources required.
2. To forecast the turnover/attrition rates.
40

3. To plan to meet organizational human resource needs at the time of expansion or

diversification.
To make contingent plans to handle sudden requirements and situations of shortfall.
SHORT LISTING:

Short listing is the transition phase between recruitment and selection. It is the
stage where the total number of applicants is reduced to select the group the
employer wishes to carry on to the selection phase. Short listing may comprise of
several stages depending on the number of application received, the complexity
of the job requirements and sophistication of the selection process used by the
organization. Short listing comprises of:

1. KNOWLEDGE OF MATCHING CVs: First of all the candidates are short listed
on the basis of matching the CVs. The CVs or curriculum vitae are universally
used and their form is standardized.
Typically a CV comprises of:

Evidence of Skills, Abilities and Achievements

Employment History

Experience

Education

Languages

2. METHODS OF SHORT LISTING: The most common way to reduce the number
of applications by short-listing them by categorizing them to various departments
first. Then asking the department heads to shortlist the appropriate candidates
accordingly.

41

3. SHORTLISTING THE PROCESS:

Short listing must be carried out independently by at least

two people and ideally, as many of the interview panel as
possible.

Any member of staff, who may prejudice the outcome,

should be excluded from short listing.

Short listing should always be carried out using the

person specification so that applications can be measured
and assessed against criteria and be made on the basis of
fact and not assumptions.

The use of short-listing form is recommended. The shortlisting panel to record individual assessment of each
candidate and provide feedback can use short-listing
form.

Short-listing form must be used at the interview stage.

Short-listing decisions must be based only on the
information contained in the application form and any
other supporting information supplied by the candidate.
Irrelevant information in the application form should be
disregarded.

The attributes in the person specification must be

consistently applied to all candidates irrespective of their
gender, ethnic origin, age, socio-economic background,
disability,

religious

or

political

beliefs,

family

circumstances, sexual orientation or other irrelevant

factors.

Some information can only be determined at interview

stage or as group exercises, presentation, tests, etc.

After individual assessment of each application, decision

42

of whom to short list must be taken.

Once a short list has been drawn up, candidates should be invited for interview. In the
short listing of candidates the following things should be kept in mind:
o Evidence of skills, abilities and achievements that
match the criteria that have been specified as
essential for the job as closely as possible.
Consistency of employment (look for

unexplained gaps).
o

Qualifications compatible with the dates given.

Evidence of career development.

Evidence of industry knowledge.

Previous employer.

FILTERING
Filtering techniques are used to reduce the number of applicants and also gather
relevant information needed before conducting the interview. Filtering techniques
involve different methods, such as:

Knowledge Based Filtering

Skill Based Filtering

Attitudinal/Behavioral Filtering

KNOWLEDGE BASED FILTERING: This method is used

when the number of applications is more like in Campus
recruitment. The evaluation is done based on candidates academic
qualification, percentage of marks scored and experience level or
through simple written tests.

43

 SKILL BASED FILTERING: The tasks and skills that may

be assessed using simulation exercises are varied. Different types of
simulation exercise include:
In-trays: In-trays or in-baskets involve working from the
contents of a

managers in-tray, which typically consist of

letters, memos and background information. You may be

asked to deal with paperwork and make decisions, balancing
the volume of work against a tight schedule.
Test of productive thinking: The tests look at the
volume, diversity and originality of your ideas. You are
presented with open-ended questions relating to various
problems and situations and are asked to generate responses
within a time limit.

Group exercises: Group exercises are timed discussions,

where a group of participants work together to tackle a workrelated problem. Sometimes you are given a particular role
within a team, for example the sales manager or personnel
manager. There would be assessors, who are not looking for
right or wrong answers, but for how you interact with your
colleagues within the team.

Presentation: You may be asked to make a formal

presentation to a number of assessors either on a topic given
in advance or in some cases to interpret and analyze given
information and present a case to support a decision.
Fact-Finding Exercises: In a fact-finding exercise, you
may be asked to reach a destination starting from only a
partial knowledge. Your task is to decide what additional
information you need to make the decision and sometimes
also to question the assessor to obtain this information.
44

Role-Plays: In a role-play, you are given a particular role to

assume for a certain task. The task will involve dealing with
a role player in a certain way and there will be an assessor
watching the role-play.

Social Events: From the moment you report to reception

until you leave, participant will be under scrutiny as part of
the selection procedure so the way he behaves at all times
is important. He will be expected to cope with general
socializing amongst other candidates as well as with the
management and will be observed at meal times. This gives
an opportunity to find out as much informally about the
organization as he can.

Ability Tests: Ability tests attempt to measure awareness,

knowledge and other such aspects. They also measure simple
skills like problem solving. Each test is presented under
exam conditions with a strict time limit. Employers use
aptitude test either as a small part of the interviewing process
or to determine whom they will interview i.e. those who
achieve a certain mark. Tests are of different types like
Language Usage, Spelling, Numerical Ability, Reasoning,
etc.

INTERVIEWING:

An interview is a procedure designed to obtain information from a persons oral

responses to oral enquiries. Interview is by far the most widely used personnel selection
procedure. The interview is the focal point of the recruiting process. Part of the selection
process, usually the final portion of an examination, for the purpose of evaluating
education, experience, and personal qualifications of the candidates, also known as oral
interview. It is a meeting between an eligible and an appointing power in order to discuss
45

appointment to a specific vacancy.

An interview is a conversation between two or more people where questions are asked
to obtain information from the interviewee. Interviews can be divided into two rough
types, interviews of assessment and interviews for information.

ASSESSMENT
The most common type of interview for assessment is a job interview between an
employer and an applicant. The goal of such an interview is to assess a potential
employee to see if he/she has the social skills and intelligence suitable for the
workplace. Similar interviews are also used for admissions to schools, allotment of
grants, and other areas. In most developed countries, rules and regulations govern what
can be asked in these interviews.
Highly personal questions and those unrelated to the job at hand are forbidden, as are
questions which invite discrimination ("do you plan to start a family?"). However some
interviewers tend to ask such questions in order to see how the interviewee reacts and if
(s) he is able to elegantly avert the question. Such interviews can be brief fifteenminute affairs or they can stretch for many hours even over a series of days. Another
important type of interview is the psychological one that can be divided into three
forms: structured, semi-structured and non-structured.
INFORMATION
These interviews are used by journalists, law enforcement, and private investigators. A
recent technological trend in journalism interviewing has been the rise of e-mail
interviews. These interviews differ from traditional telephone and face-to-face
interviews in that interviewees can have more time to formulate a written response.

46

A good interview results from

Proper preparation.

Identifying the candidates abilities before

discussing the position.

Asking a series of open ended questions.

Evaluating interviewing results.

Good interview questions start with job description (analysis).The job description
includes tasks, responsibilities and requirements. Those who currently perform the job
should create it. This will reduce the inaccuracies and increase the interviewers
awareness of the actual job duties. It should further:

Determine the competencies needed

for successful performance in the job
and then

rank them respectively.

Prepare questions hat measure each

defined competency.

Establish an evaluation method for the

results.

KEY INTERVIEWER SKILLS:

LISTENING

BODY LANGUAGE SENSTIVITY

COMMUNICATION STYLE

QUESTIONING

1. LISTENING: Most people arent good listeners. A good listener encourages

positive results. We listen best when there is a pay-off or a penalty. Personal
47

listening awareness is the key to constructive change. It should be kept in mind that
work and listening are inseparable and lazy listening is hidden cost in business. We
tend to equate listening with hearing and that is simply not the case. Good
listening implies heightened awareness of what you hear, accurate reception of the
information presented to you and integration of information in such a way that it is
useful.
Four key elements of listening:
a. Focus
b. Empathy
c. Emotionalism must be avoided
d. Feedback

2. BODY LANGUAGE: Some common aspects of non verbal communication

(Body Language) include following which can help in knowing what signals you
are giving or you can deliberately send the signals you want to.

Arm
Barri
ers:
The
most
com
mon

48

of
these
is
when
the
arms
are
folde
d
acros
s the
chest,
thus
prote
cting
the
body
s
vital
organ
s and
conse
quent
49

ly
signif
ying
a
defen
sive
actio
n. If
the
fists
are
clenc
hed,
the
perso
n

is

holdi
ng
him/h
erself
back
(temp
oraril
50

y). A
disgu
ised
arm
fold
is
when
one
hand
move
s
acros
s the
body
unnec
essari
ly to
adjust
a
watch
strap
or
cuff.
51

Hand
to
Face
Gest
ures:
A
very
com
mon
hand
to
face
gestu
re is
when
the
speak
er
place
s

finger
or
finger
52

in

front
of the
mout
h
when
speak
ing
whic
h

is

interp
reted
as an
untrut
h
being
told
when
the
speak
er is
rather
emba
53

rrasse
d
about
speak
ing it.
The
move
ment
may
be
trace
d

to

an
actio
n

of

wanti
ng to
say
the
word
s but
at the
same
54

time,
hold
them
back
with
the
hand.
The
result
is
incon
gruen
ce
and
rising
of
suspi
cion.
If the hand is placed to the cheek, with the forefinger pointing up, often accompanied
by a slight tilting of the head, this suggests that the listener is in fact listening and
taking account of what is said normally a good sign.

Postu
55

res:
The
set
of
body
whet
her
rigid
or
relax
ed
gives
imme
diate
signal
s

of

reacti
on
and
can
be
acco
mpan
56

ied
by
other
nonverba
l
signal
s.

forwa
rd
facin
g
postu
re
with
hand
obvio
usly
place
d

in

the
pocke
ts
57

delib
eratel
y
sugge
sts a
powe
r
appro
ach.

Sittin
g and
Sittin
g
Postu
res:
How
the
other
perso
n

is

sittin
g can
give
58

us
some
good
indic
ations
of
their
attitu
des.
Rever
sing
the
chair
and
sittin
g,
leani
ng
over
the
back
can
indic
59

ate
powe
r and
contr
ol;
slum
ping
(with
arms
folde
d

or

clasp
ed in
the
lap)
may
sugge
st
deject
ion or
subm
issive
ness.
60

The
squar
e-on
positi
on
behin
d the
desk,
with
the
perso
n
leani
ng
forwa
rd on
the
desk
with
the
hands
place
d
61

down
wards
on
the
desk
and a
stern
look
on
the
face
must
signif
y an
aggre
ssive
attitu
de.
This
is the
most
consc
iousl
62

y
noted
nonverba
l
signal

INTERNAL FACTORS AFFECTING RECRUITMENT

The internal forces i.e. the factors which can be controlled by the organization are:
1. RECRUITMENT POLICY
The recruitment policy of an organization specifies the objectives of recruitment and
provides a framework for implementation of recruitment programmed. It may involve
organizational system to be developed for implementing recruitment programmers and
procedures by filling up vacancies with best qualified people.
FACTORS AFFECTING RECRUITMENT POLICY
Organizational objectives
Personnel policies of the organization and its competitors. Government policies on
reservations.
Preferred sources of recruitment.
Need of the organization.
Recruitment costs and financial implications.
2.HUMAN RESOURCE PLANNING
Effective human resource planning helps in determining the gaps present in the existing
manpower of the organization. It also helps in determining the number of employees to be
recruited and what qualification they must possess.
63

3.SIZE OF THE FIRM

The size of the firm is an important factor in recruitment process. If the organization is
planning to increase its operations and expand its business, it will think of hiring more
personnel, which will handle its operations.
4.COST
Recruitment incur cost to the employer, therefore, organizations try to employ that source
of recruitment which will bear a lower cost of recruitment to the organization for each
candidate.
5.GROWTH AND EXPANSION
Organization will employ or think of employing more personnel if it is expanding its
operations.

EXTERNAL FACTORS AFFECTING RECRUITMENT

The external forces are the forces which cannot be controlled by the organisation. The major
external forces are:

1. SUPPLY AND DEMAND

The availability of manpower both within and outside the organization is an important
determinant in the recruitment process. If the company has a demand for more professionals and
there is limited supply in the market for the professionals demanded by the company, then the
company will have to depend upon internal sources by providing them special training and
development programs.

2. LABOUR MARKET
Employment conditions in the community where the organization is located will influence the
recruiting efforts of the organization. If there is surplus of manpower at the time of recruitment,
even informal attempts at the time of recruiting like notice boards display of the requisition or
announcement in the meeting etc will attract more than enough applicants.

3.IMAGE/GOODWILL
Image of the employer can work as a potential constraint for recruitment. An organization with
positive image and goodwill as an employer finds it easier to attract and retain employees than an
organization with negative image. Image of a company is based on what organization does and
affected by industry. For example finance was taken up by fresher MBAs when many finance
companies were coming up.

4.POLITICAL-SOCIAL-LEGAL-ENVIRONMENT
Various government regulations prohibiting discrimination in hiring and employment have direct
impact on recruitment practices. For example, Government of India has introduced legislation for
64

reservation in employment for scheduled castes, scheduled tribes, physically handicapped etc.
Also, trade unions play important role in recruitment. This restricts management freedom to
select those individuals who it believes would be the best performers. If the
candidate cant meet criteria stipulated by the union but union regulations can restrict
recruitment sources.

5.UNEMPLOYMENT RATE
One of the factors that influence the availability of applicants is the growth of the economy
(whether economy is growing or not and its rate). When the company is not creating new jobs,
there is often oversupply of qualified labour which in turn leads to unemployment.

6.COMPETITORS
The recruitment policies of the competitors also effect the recruitment function of the
organisations. To face the competition, many a times the organisations have to change their
recruitment policies according to the policies being followed by the competitors

65

My Job at AVIVA LIFE INSURANCE

I started my job as HR Trainee. My job profile was to handle RECRUITMENT in my project.
The senior sales manager narrated me the whole procedure.
. There are 2 forms of interview that a candidate can appear for:
1. Personal Interview.
2. Telephonic Interview.

PERSONAL INTERVIEW
This is regarded to be the BEST FORM of interview. In such form of an interview the candidate
personally appears in front of the interviewer and gives his interview. This is regarded to be the
best form of interview as the interviewee has the best chances of making his points clear in front
of the interviewer.

TELEPHONIC INTERVIEW
Sometimes an interview is taken on the phone. A telephonic conversation is done
Between the interviewer and the interviewee where the interviewer calls up the candidate via
phone and conducts the interview.

The Job profile

Selling insuarance and building customer relations.

Qualification
Entry level opening: Graduates in any stream preferred can be 10thor 12th
standard pass, according to the IRDA stipulation, depending on region of operation.
Additional communication skills and ability to interact with people will help.
Middle level opening: Professional in finance or marketing with the experience
in service industry. (As asst sales manager)
Senior sales openings: Senior professional with experience of handling junior
staff preferred (CEP/Senior consultant)

66

RESEARCH
METHODOLOGY

RESEARCH DESIGN

67

Decision regarding what, where, how, when, how much, by what means concerning an inquiry in
a research design. It is the arrangement of conditions for collection for collection of data in a
manner that aims to combine relevance to the research purpose with economy in procedure. The
plan is the overall scheme or program of research. In other words, scheme or strategy implies
how the research on objectives will be reached and how the problems in the research can be
tackled. Research related to human behavior is a systematic design, collection, and analysis,
reporting of data and finding relevant situations to the problems faced by the company.
In short the study endeavors to describe Recruitment and Selection situation prevailing at
Aviva Life Insurance, Delhi with the help of the opinions cherished by the respondents.
Research Methodology
The questionnaires were prepared for the employees to know their opinion about the recruitment
and selection process of the company and the field form were collected and analyzed.

68

Sources of data:
Primary Data- are those which are collected for the first time for a certain investigation. These
are original and essential raw data. No doubt this is very time consuming but nevertheless, the
results are accurate and reliable. In the study, the primary data is collected through schedules.
Schedules may be defined as a Performa that contains a set of questions, which are asked and
filled by the interviewers in face to face situation.

Secondary Data: are those information or facts already collected. Such data are collected with
the objective of understanding the past status of any variable. Study have been undertaken by
collecting the published data about profile of the company, its recruitment and Selection process.
Data Collection:
When planning was completed, the survey moved into the field and undertook the fieldwork that
is distribution and collection of facts. The total numbers of questionnaires distributed were 35
out of which only 30 were considered for analysis, few were not considered due to incomplete
data entry and few questionnaires were not filled.

69

ANALYSIS & INTREPRETATION

OF DATA

Analysis & Interpretation of Data

70

It is the last stage of survey. Through good presentation, significant facts and comparisons are
highlighted. The presentation of facts done by preparing charts like bar charts, pie charts
etc.

The following interpretation has been done on the basis of the questionnaires filled up the
recruiters of Aviva Life Insurance. The main aim behind this interpretation is to show how
effectively recruitment is done by the recruiters of Aviva Life Insurance. and their opinions
regarding the recruitment process

71

DATA ANALYSIS

72

QUESTION: What are the sources for recruitment and

selection?

bad
average
good

About 75% of the manager say that they prefer both internal as well as
external source
for recruitment and selection where as only 9% go for internal source and
18% go for
external sources.
Question: Which method do you mostly prefer for recruitment and
selection?
Preferred way of recruitment?

73

17%
bad
50%

average
33%

good

About 65% of the mangers go for direct recruitment and selection and 32%
go for
indirect and only 3 % go for third party recruitment way.
Question: When do you prefer to go for manpower planning?
35%
30%
25%
20%
15%
10%
5%
0%
bad

average

good

Around 50% of the managers go for Quarterly manpower planning

and 20 % do not
follow any pattern they dont have any fixed time where as 20% go
for yearly
Question: What are the sources for external recruitment are
preferred?
74

10%
40%

20%

bad
average
good
very good

30%

In AVIVA 34% of manager go for campus interviews, 33% go for data

bank, 25% from
the casual application that are received and only 8% go for any
placement agencies.
Question: What form of interview did you prefer?

10%
40%

20%

bad
average
good
very good

30%

Most of the manager Prefer Personal interviews, 30% prefer to take

telephonic interviews
where as only 20% go for video conferencing and rest 10% adopt
some other means of
75

interviews
Question: How do you rate the HR practices of the company?

bad
average
good
very good

50% of the managers feel that HR department is good where and

30%say thats its very
good where as 20% says its average and only 10% manager feel its
bad.

76

BIBLOGRAPHY

BIBLOGRAPHY
C.B Mamoria and S.V. Gankar Personal Management
Text and Cases.
77

 K.Aswahthappa,Human Resource and Personnel

Management
Human Resource Management, Dr.P.C. Pardeshi
C.B Gupta
www.avivaindia.com
www.google.com

ANNEXURE
78

QUESTIONNAIRE FOR THE RESEARCH

1: When are the resources need and forecasted?
Quarterly
Monthly
Annually
Not fixed
79

2: How is the resource need forecasted?

.
3: How do you rate the recruitment procedure?
Short
Average
Long
Very Long
Cant say
4: What is the process you follow for recruitment and selection?
People explain the same
in brief?

.
5: Which method do you mostly prefer from the following for
recruitment and selection?

80

 Direct Method
Indirect Method
Third Party
6: What sources you prefer for recruitment and selection?
Internal sources
External sources
Both
7: What are the sources for internal sourcing among the following
-:
Present permanent employees
Present temporary employees
Retrenched / Retired / employees
Deceased / disabled / employees
8: What are the sources for external recruitment among the
following
Campus interviews
Placement agencies
Private employment agencies
Public employment agencies Professional associations
Data bank
Casual applicants
Other, if any please mention

81


9: Which is the most successful method for recruitment?

10: How many rounds of interviews are conducted?

1-3
3-5
More than 5
11: Are you satisfied with round of interviews conducted?
Yes
No
To some extent
Cant say
12: What form of interview did you prefer?
Personal Interview
Telephonic Interview
Video Conferencing Any two (then tick those two)
All three
13: Are you satisfied with the interview process?
Yes
No
To some extent
82

14: If no then what is the reason? And suggest the measures to be

taken for
improvement?

15: Are you satisfied with the present method being followed by
the company for
recruitment and selection?
Yes
No
16: If no, what steps would you prefer, to make improvement?

.
17: Are the aptitude test conducted? Yes
No
Till some extent
Cant say
83

18: If yes then it is for

Fresher
Executives
Other (specify)

19: Do you conduct any of these test?

Psychometric test
Medical test
Reference test check
Other (specify)

20: How do you rate the HR practices of the company?

Very Good
Good Average
Bad

84

85