Interview Processes

Selection of Candidates

30-Mar-11 Assignment of HRM

INTRODUCTION

HRM consists of three words that is HUMAN RESOURCE MANAGEMENT. HUMAN means people, us, RESOURCE means assets or costs of organization, and MANAGEMENT means co-ordination and control to achieve set goals but human, unlike other resources in the context of work and management cause problems. In definition it is a strategic approach to managing employment relations which emphasize that leveraging people s capabilities is critical to achieving sustained competitive advantage, this being achieve through a distinctive set of integrated employment policies, programs and practices. HRM is very important for us because it relate to development and growth of organization, creation of healthy environment/ culture in the organization, and maintain human resources. The interview or selection process is one of the important mechanisms of Human Resource Management (HRM). It is a formal discussion between two parties in which information is exchanged. For a business looking to fill an open job position, an employee might interview potential candidates to gain a better understanding of their background, qualifications, and skills. Why an interview so important in recent times? Because it is a chance to see if the person matches up to the resume, resume prepared by resume mills can make a poor choice seem good. Usually a person getting an interview meets the paper qualification of the job. The interview determines if the personality of the person clicks with the personality of the Company. The interviewer evaluates confidence, ability to think on one s feet, hygiene, language skills, attitudes, extrovert/introvert, honesty, humor, social skills, and annoying habits. In this report we (my group) will talk about the interview process in various companies like IBM Daskh and MICROMAX. What is the interview process for various posts in these Companies? What is the source to recruit people?

IBM Daksh

IBM Daksh India is one of the most important business process outsourcing companies in India. It has been playing a significant role in the process transformation and management sections of one of the leading IT firms of the world, IBM since 2004. IBM Daksh India came into existence as a result of the acquisition of Daksh eservices by the IBM Corporation in 2004. IBM Daksh India serves as the global destination for managing business processes for all clients of IBM. In India, there are 14 service delivery centers of IBM Daksh India, spread across the major cities like New Delhi, Bangalore, Mumbai, Pune, Kolkata, Gurgaon, and Chandigarh. There are two other global service delivery centers of IBM Daksh India in Manila and Philippines. There are more than 20,000 employees associated with the company. The primary service of IBM Daksh India is to provide business process outsourcing services to clients across the globe. Their main clients are from industries related to insurance, banking, financial services, e-commerce, retail, telecom, technology, travel, and hospitality. Apart from this, they also offer some value added services like y y y y y Inbound customer service Outbound voice-based services Telemarketing Invoice processing Transaction processing

In order to provide the best services to their fullest satisfaction, IBM Daksh India has developed certain software tools. The use of these softwares would provide world-class performance and improvements in client servicing by the BPO. These software tools have enhanced the growth of the business of the outsourcing firm. Some of these software tools are y Sensei Learning and Evaluation Tool y Performance Evaluation Grid y IBM SIMPRO

y y y y

Reporting Process Automation SPADE Advanced Support Group Dynamic Roster Change Management System

Within a short span of time, IBM Daksh India has succeeded in achieving a series of awards and also gained much prestigious recognition in the business world. Some of them are: y Frost & Sullivan Contact Centre Outsourcing Vendor of the Year, 2007 y Most respected BPO Company in India (Business World magazine) y Ranked 1 among Global Outsourcing 100, in the 2007 listing of the International Association of Outsourcing Professionals for the World s Best Outsourcing Service Providers.

Selection of Call centre employee IBM Daskh has large BPO centre. It has tie-up with some consultancy firm for requruting people. When IBM Daskh needs to hire people it calls to consultancy firms. Consultancy firms publish advertisement in newspaper; website etc. people who are interested can apply through online or go to consultancy firm. Consultancy firm provides specific date to job seeker. They conduct an interview for selecting people.

The process of interview in consultancy firm for IBM Daksh

This conversation is between call centre employee and us, second between consultancy group and us.

The first step of hiring people is scrutiny the Resumes. This step is just formality to reduce the number of candidates. In call centre job resumes is not mush important than any other jobs. Second step is to start interview process. It is first round. In this round they generally ask about his/her introduction, their interest, and some general awareness etc. in this process they judge candidate s confidence, their body language, and consciousness. Those candidates who are selected go to second round. In second round they ask to read newspaper, say 10 15 line in about specific topic (which is given by interviewer) in English. In this round they judge candidate s pronunciation, rhythm of spoken, and again confidence. Selected candidates inter into final round. In this round candidate goes through telephonic interview. The purpose of telephonic interview is how a candidates talk on phone call, how they react, how they convince to the caller etc. it is very tough round for candidate, because only 2 candidates are selected out of 10. Now the selected candidates get appointment letter and joined the company. Before going to job work candidates must have to attend training session. The period of training session is 3 months. If candidates passed all round of training session he/she attend phone calls.

NO: OF CANDIDATES
A 3 4 4 6 B C D 3 E

A, B, C, D, and E are the sources of company for hiring people. A is newspaper, B, C, D, and E are the consultancies firms

NO: OF CANDIDATES
6 12 4

A B C D E 3 final selection

After completing the interview process only 12 people are selected out of 20 people.

This conversation is between HR manager and us. We met Mr. Manish Kumar in IBM Daskh. When we met him, he told us forget your bookish knowledge, because bookish knowledge is far different from particle knowledge. But in HR we need some book knowledge. It describes Company policies, rules, and guideline for hiring people. During the general conversation he asked us what you want to know from my side. First we asked what HRM is? They say it is process of hiring people, filling vacant post, maintain work culture, motivate employee, reduce attrition etc. in modern age it has broad prospective. Do you think HR play a significant role in management decision? They say it depend on the problem like acquisition of Company, merger of Company, how to improve productivity etc. if problem, future relate to human than it plays significant role? After formal conversation we come to our main point. We ask them what the selection process of hiring simple graduate people is ? They say in our company we have RECRUITMENT DEPARTMENT apart from HR department. When we need to hire people we follow our procedure. We go to the particular department ask them why you need to hire people, what is the work profile? How many people you need? After getting all ideas we go to our RECRUITMENT DEPARTMENT. We

submit our all information. This department analysis the all information and set some criteria for job like if we need to hire people for BPO we set these following criteria 1. 2. 3. 4. Person should have good communication skills Person should have good ascent. Person should be able to work in any shift. Person should have 12th pass. Etc

These are not actual criteria it is just an example for you so that you understand easily. After setting up some criteria we consider two things first should we hire people from internal source or external source. Second should we call to former employee or not. Let s discuss one by one of all. 1. External sources = suppose we go through external sources. Firstly we publish advertisement on newspaper, our own website, magazine, employment news, and job related website. Secondly we scrutiny all the application form and CVs. Thirdly we shortlisted the candidates and call them for interview. We generally follow 2 to 3 step in interview process but they emphasizing it depends on job profile and the skills that we require. In first round our REQUIREMENT DEPARTMENT takes it. We called it off line interview. In off line interview they judge the candidates is he/she has those kills that we need, how his/her sense of humor, how he/she physically or mentally fit for the job etc. selected candidates inter into second round. We call it managerial round interview. The manager from that department which has requirement takes interview. Manager analysis the candidate through asking some both structured and unstructured questions. The main purpose of this he wanted to know that candidates has required knowledge, and skill or not. Those candidates pass this round inters or goes to third and final round. Final round just for negotiation round for how much salary you expect, and benefit you are looking from Company etc. 2. Internal source = it means hiring the people with the help of current employee. Whenever we need to hire people we follow internal sources

because it saves money, time. We can trust on our current employee. Requirement department circulate the news that if anyone has a contact of his/her friend who need a job and fulfill these requirement told them to apply. When interested applicant comes to office for interview we follow the same process as in the external sources. The difference between internal and external candidates is we can trust more on internal applicants than external applicants. Second we investigate his/her background only for formalities. 3. CALL TO FORMER = we call it money, and time saving way. When we need to hire for high level post that required great skills and experienced we call our former employees. We told them whatever salary package you have we will give 10% to 15% more. We add some more benefit in their perks etc. the reason for this step is they know our culture, work environment, we need not to train them again, we save our advertisement expenses etc. second thing is that people who gave-up their post due to some reason some time they call us to join again to our company, but we say that whatever you had salary package on your time will be the same. If gap time is more than one year we increase only 5% to 9% salary that he/she has now. 4. INTERVIEW WITH LEAVING EMPLOYEE = this is universal truth that new people come in and some old people go out. The person who is leaving our organization we conduct an interview with him. It is just a formal interview. We just want to know why he/she is leaving. We told to them don t disclose our internal information to our competitors. We told to person please sign this paper so that you are bounded with our organization for not disclosing and secret information to other organization. 5. PROMOTION = our organization has some very good policy to motivate our employees. Trough seminar, party like picnic, annual, or trip, increase salary, or promote them in higher level. We set some criteria like promotion in one year or fifteen months etc. if number of people is more than our expectation than we conduct a simple paper pencil test. It is just a elimination round. It reduces the no: of applicants. It is an internal process. Before conducting test or starting process we set job description and job

specification like criteria. The people who pass the written round they have to face three round of interview. They treated like we are hiring new employees. First round we called it off line round. It has same process as I mentioned above in external sources. After first we have second than third. At this stage we have a one confusion which is why your Company treats your own employee like hiring new people. They say it is our policies. We asked what the logic is. They say you think, if you were in place of interviewer and the person who is sitting in front of you are best friend or your girlfriend how will you react. There is 90% change of biasness in result.

MICROMAX

Micromax is a telecommunications company based in Gurgaon, Haryana, India. It is a manufacturer of wireless telephone handsets. Micromax has 23 domestic offices across the country and international offices in Hong Kong, USA, Dubai and now in Nepal. It is the largest Indian domestic mobile handsets company in terms of units shipped during the quarter ended March 30, 2010 and the third largest mobile handset seller in India as at March 31 2010. Micromax made its in March 2000, when it was incorporated as Micromax Informatics Private Limited. However, it entered Mobile handset industry only in 2008. Therefore, it can be said that that Micromax Mobile, as it exists today was formed in 2008 and it has since then rapidly frown to become leading domestic mobile handset company in India.

The interview process

For bottom line post

It has very simple process. First publish their ad in various website, newspaper, through word of mouth etc. company also take help of consultancy firms. Consultancy firm informed to the right candidates according to the post. They collect candidates CV and send it to the company. Company collects too many CV from various sources, after collecting CV they scrutiny all the CV. In second stage they again scrutiny through phone call, through reference, with the help of consultancy firms etc. selected CVs goes to the HR department. Again HR department verify all the CVs as a formality basis. HRM decide the some specific date and venue. There are two round interview process. In first round interview they

ask from the CV and general knowledge, your sense of humor, your communication skills, confidence, body language, attitude etc. when I asked that is it tough or easy round they told me it depend on candidate to candidate. There is no engraving statement that it is easy or tough round. It is simple screening process to reduce the number of candidates. Selected candidates go to second and final round. It is tough round because it is test of your subject knowledge, how you behave in stress etc. the candidates who selected have to face another just a simple interview round with their respective department manager. Now department manager ask you your introduction, subject knowledge and he judge again confidence level and your eye contact. If your manager satisfied with you than you will selected.

FOR BOTTOM LINE POST

10 30 25 newspaper websites consultency reference 25

This picture shows the various way to getting the applicants for interview process.

Higher post

These posts are very critical in company s point of view. Interviewer or HR department is very conscious about it. They are well aware about the post and which types of candidate(s) is/are suitable for it. As the conversation between us and the HR department, we analysis that they follow very tough process to filter the candidates from various cities in India. Firstly they follow simple process as every company follow that is asking submit your resume. They publish it on their websites, newspaper, employment news, and take help form consultancy firms. Second step which they follow is scrutinization of all resume. They select those resumes that match with the job profile. As I earlier mention they ask submit your resume from various cities. Suppose they are sitting in Gurgaon and some candidates are in Bangalore so it will time consuming and cost effective if they call to interview in Gurgaon. They arrange specialized work sample test though online. Through this test they judge how much he/she has knowledge about particular test. This online test conducts across the countries on same day and same time. The next process is to declare the online test result. The candidates who select inter into second round. If candidates are situated very far from their corporate office they conduct video conferencing for interview. They start interview with unstructured question. The reason is they want to give time to be relaxed, cool, and gain confidence. After unstructured question they start with structured question. They judge candidate through their every answer and also their body language, their behavior. This interview is very stress-full. They put one by one question at a time to judge candidate presence. Select candidate call for a panel interview in corporate office. Company provides all expenses including flight fare, accommodation, and food charges. In panel interview there are four to five panel members. One is specialist person from particular field, one is destructor who has only works to disturbed you, and one is psychologist and so on. The candidates who are selected they have to submit medical report and copy of all certificates. After sometime without informing candidates Company investigate their back ground and their certificates.

Campus interview
In this interview they apply same process as in higher post. The only different is that there is no video conferencing interview process. They conduct campus interview and selected candidates call to come in corporate office for further round of interview.

Conclusion

We are glad to meet both Mr. MANISH from IBM DAKSH and Mr. OMBIR from MICROMAX they both tell about their companies. Mr. OMBIR have less time when we reach to talk him but they gave us clue about their selection process and tell us to write by ourselves. On the basis of above discussion we can conclude that the both companies IBM DAKSH and MICROMAX have a stable selection process of employees for their companies. They both have some discrimination in their selection process depends upon culture and requirement of the company. IBM DAKSH describes internal and external both ways to recruitment and MICROMAX describe different process for different level selection and external source. From the discussion we come to know that they both have save selection process for their companies and choose those employees who can give their full support for take the company above.