a study on human resource in ites

8/4/2019 A Study on Human Resource in Ites

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APPENDIX - 1


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A STUDY ON HUMAN RESOURCES IN ITES

PROJECT REPORT

Submitted by

V.LAKSHMI

108001108021

in partial fulfillment for the award of the Degree of

MASTER OF BUSINESS ADMINISTRATIONIN

HUMAN RESOURCE

GUIDED BY

M.GOWRI SANKAR

H.O.D IN BUSINESS MANAGEMENT

MAHARAJA ARTS & SCIENCE COLLEGE

Submitted to

DIRECTORATE OF ONLINE AND DISTANCE EDUCATION

ANNA UNIVERSITY OF TECHONOLOGY

COIMBATORE 641 047

JUNE 2011


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APPENDIX - II


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BONAFIDE CERTIFICATE

This is to Certify that the project entitled A Study On Human

Resource In ITES is the bonafide record of project work done by Ms.V.Lakshmi , URN :

108001108021 Of MBA during the year 2011.

Signature Of the Signature Of the

DIRECTOR, DODE PROJECT GUIDE

Submitted for the Project Viva-Voce examination held on

Examiner : 1. Examiner : 2.


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APPENDIX - III


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DECLARATION

I affirm that the project work titled A Study on Human Resource in ITES being

submitted in partial fulfillment for the award of the degree of MBA is the original work

carried out by me. It has not formed the part of any other project work submitted for award of

any degree or diploma, either in this or any other University.

Signature of the Candidate

V.LAKSHMI

108001108021

I certify that the declaration made above by the candidate is true.

Signature Of the Guide

M.GOWRI SANKAR

H.O.D IN BUSINESS MANAGEMENT

MAHARAJA ARTS & SCIENCE COLLEGE


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ACKNOWLEDGEMENT


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APPENDIX - IV


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TABLE OF CONTENTS

NAME OF THE TOPIC PAGE NO

Abstract

List Of Tables

List Of Figures

List of Symbols, abbreviation and Nomenclature

Chapters

Chapter 1

SUMMARY OF INTERNSHIP TRAINING REPORT

1.1 Introduction

1.2 Profile of the Company

1.3 Organization Chart

1.4 Organization Layout

1.5 Production Department

1.6 Stores Department

1.7 Sales department

1.8 Personnel Department

1.9 Finance Department

1.10 Marketing department1.11 Learning Experience

1.12 Conclusion

Chapter - II

Introduction to the Study

2.1 Introduction

2.2 Objectives & Scope of the study

2.3 Research Methodology

2.4 Limitations of the study

Chapter III

Review Of the Literature

Chapter IV

Company Overview

Chapter V

Analysis and Interpretation

Chapter VI

Findings, Suggestion and conclusion

Bibliography


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ABSTRACT

BPO is becoming part of the new model for managing international growth. The benefits of

this model are clear: Management can focus more time and attention on building corebusiness, without the distraction of back-office operations and administrative issues. Also,

management can avoid having to invest in office facilities and computer systems, thereby

freeing up investment capital that can be used to better advantage elsewhere. Another benefit

is that local outsourcing firms can provide valuable in-country experience and really help new

entrants get things done more efficiently.

Business process outsourcing (BPO) is a broad term referring to outsourcing in all fields. ABPO differentiates itself by either putting in new technology or applying existing technology

in a new way to improve a process.

Business Process Outsourcing (BPO) is the delegation of one or more IT-intensive business

processes to an external provider that in turn owns administers and manages the selected

process based on defined and measurable performance criteria. Business Process Outsourcing

(BPO) is one of the fastest growing segments of the Information Technology Enabled Services(ITES) industry.

Few of the motivation factors as to why BPO is gaining ground are:

- Factor Cost Advantage- Economy of Scale- Business Risk Mitigation- Superior Competency

- Utilization Improvement

Generally outsourcing can be defined as - An organization entering into a contract with

another organization to operate and manage one or more of its business processes.


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LIST OF TABLES

1.2a Size and Growth of BPO in India

1.4 a. Global Market of BPO

2.4 a. Employee Development & Contribution

2.4 b. Impressive Growth Potential

2.4 c. Market Segmentation


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LIST OF FIGURES

2.2a. Outsourcing

3.1b. Performance management in human resources

3.1b. Total Life cycle Management

3.1.b.Business process performance and management system


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SYMBOLS, ABBREVIATIONS & NOMENCLATURE IN BPO INDUSTRY IS INCLUDED

Abbreviation and acronyms

It is a shortened form of a word or phrase. Abbreviation should be spelled out at first

use the abbreviation following in parentheses. This has to be followed both in abstract

and the main text.

Unit of measure:

A standard measure that is used to express amount and labels that can distinguish one

type of measurable quantity from other types these units can be represented in two

ways

Special Fonts:

In nonmathematical context, special fonts are used to render some items such as

program code and genetic sequences. These are rendered in the non proportional font

namely courier

Binomials:

A genus is a group of plants sharing a unique set of common characteristics. Which

have been given the same first name.

Cross References:

The copyeditor should ensure that all the reference given by the author in the list

should be cited.

Figures:

Illustration can play a major role in highlighting, clarifying and summarizing results

and data when words are not enough.

Tables:

A tables is a compilation of data in cells, laid out as rows and columns which is

identified by a number and a title tables are used when the data cannot be presented

clearly as narrative.


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Lists:

Lists can be presented in text either run-in or displayed. Items should be parallel in

construction. Different types of list are run-in list displayed list nested list and

definition

Equation:

Not all equation have to be numbered as a rule equation should be numbered only if the

author has introduced the numbering similarly it is not necessary for the author to refer

to every numbered equation in the text.

Notes:

Copyeditor has to ensure the style of notes either footmotes or endnotes as per the

journal


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CHAPTER 1

INTRODUCTION


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1.1 INTRODUCTION

Business Process Outsourcing

Business process outsourcing means examining the processes that compose the

business and its functional units, and then working with focused service

providers to both re-engineer and outsource these at the same time. BPO

involves the full transfer of responsibility for functions such as transaction

processing, policy servicing, claims management, HR, finance, and compliance

to the outsourcing company. The outsourcing provider then administers thesefunctions on their own systems to agreed service standards and at a guaranteed

cost. Some of the BPO contracts call for performance-based payouts, tying

vendor payments to business performance or overall cost savings.

Business Application Outsourcing

Company A (vendor) rents applications to Company B (user). Increasingly

corporations are renting applications like enterprise resource planning,

customer relationship management, messaging and collaboration, and e-

business. The outsourcer provides the mission-critical enterprise application

hosting and management. The goal is to relieve the corporation from day-to-

day management and lower the total cost of ownership (TCO). The outsourcer

hosts the software solution ensuring a preset level of performance and

reliability. This is also termed application service provider (ASP) service.

Business Process Off shoring

Business process off shoring is the transfer of business tasks (medical

transcription) or business processes (call centers) to a low-cost country like

India or the Philippines. The interaction is conducted over telecom networks

and the Internet. Off shoring typically include tasks like transaction or accounts

processing, credit card processing, call centers, translation, and transcription.

Most of this work can be sent without the need for in-person interaction. The

off shoring of support functions is still relatively new. The off shoring wave


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began with IT/software services in the 1980s and accelerated in the 1990s with

the Y2K hysteria. With the global economic slowdown, off shoring has vaulted

to the forefront as an effective cost-cutting technique that takes advantage of

labor price differentials and favorable skill/performance ratios.

1.2 PROFILE OF THE COMPANY

I5 is a full-service Business process outsourcing (BPO) partner offering services that

cater to the publishing, finance, accounting, marketing, and design requirements of its

clients. I5 was started in 1995 as a service provider to the STM (science,technology,and

medicine) publishers and continues to leverage its strengths in technology, production, and

process management to provide the best-of- breed solutions and services.

I5 is rated as "#1 service provider" by all its clients consistently and continues to keep its

focus on delivering the best in a most cost-effective manner with 2200 employess. To give

it a proper perspective, consider the fact that I5 produces more than 1.5 million typeset

pages per year. And that is just for its STM publishing clients!

I5 has a very professional and modern infrastructure with 5 units in chennai that supports

the professional needs of employees, but is also focused on the security and integrity of a

customers content even though it is being processed in a different country. I5 has four

separate offices in Chennai, India, which are self sufficient with their own dedicated

servers and user workstations that are connected via a structured local area network (LAN).

The servers and central network equipment are housed in dedicated server rooms which

have restricted and controlled access to ensure security.

The four office buildings are also interconnected via high-speed fiberoptic cables. To

provide full redundancy and ensure business continuity, the buildings are connected via a

wireless radio link. To provide global connectivity, each building has its own dedicated

Internet line. Based on a customers requirement, I5 can provide VPN, MPLS, or dedicated

IPLC connections to various customers locations.


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Electric power backup for each building is provided in the form of generators. An array

UPS (uninterrupted power supply) with sufficient battery backup enables the work to

continue without any system downtime due to power failure.

1.3 ORGANISATION CHART

The typical organization structure of a BPO service provider is a pyramidal

one. The figure below depicts a simplified organization hierarchy, the roles and

responsibilities at each level and the competencies required at each level.

Top

Management

Manager

Team Leader / Quality Analysts

Agents

Board of Directors

Sharad Wasani

Chairman & Managing Director, Founder

A chartered accountant from the UK with more than 40 years of experience, he had

pioneered the publishing outsourcing activities in India. He had earlier been associated with

companies such as ICI, Metal Box, and Macmillan Publishing Services, India. He spent
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more than 20 years with Macmillan India and was the Vice Chairman and Managing

Director. He is one of the co-founders of I5 along with Springer Verlag, Germany.

He continues to lead I5 into the future with his keen insight and knowledge of the

publishing industry. He is based at Bangalore, India.

Balasubramanian, R

Fulltime Director (Technical)

An engineering graduate with an additional accountancy degree from ICWA, India and an

MBA from IIM, Bangalore, one of the leading management institutes in the country. He

spent more than 15 years with organizations such as Hindustan Aeronautics, SPIC, and

Coats Viyella in various senior roles before joining I5 in the initial phase.

He spearheads the systems, technology, MIS, and operations initiatives at I5. He is based at

Chennai, India.

Biren Wasani

Fulltime Director (Commercial)

An accountant by training, he was associated with a number of companies in UK before

relocating to India. He has been in various roles looking after accounting, finance, and

general management.

He leads the sales and marketing initiatives at I5 for all the markets and offerings. He is

based at Chennai, India.

Leadership Team

Dayalu, S

CFO & Company Secretary

An FCA, ACS, and AICWA from India with more than 15 years of experience. He is

responsible for finance & accounting, taxation, payroll, and corporate

governance/compliance of I5.
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Shanmuga Sundaram, K.B.S

Associate Director

An engineering graduate in printing technology from the University of Pune with more

than 15 years of experience in various domains including printing, marketing and e-

publishing. Based at Chennai, he is currently heading a client account managing a team of

about 600 staff. He plays a multi-functional role ranging from production to administration.

He has a passion for change and is leading several innovative projects from the production

arena.

Venkatesan, M

Associate Director

An engineering graduate in printing technology from the University of Pune. He has more

than 15 years of experience in newspaper ,magazines, and periodical typesetting. He takes

care of new businesses which include magazine and journal production, books, indexing,

advertisement creations, and data conversion. He also serves as a visiting faculty in Anna

University for printing and publishing academic requirements.

Vivek, V

General Manager - Operations

An engineering graduate in printing technology from the College of Engineering Guindy,

Anna University. He has 15 years of experience in the prepress and publishing field and

has worked with Kasturi & Sons (P) Ltd, a leading newspaper and magazine publisher,

before joining I5 in 2004. He manages production operations for one of the customer

accounts and is based at Chennai, India.

Venkateswara Rao, P

General Manager - Operations

A printing engineer from the University of Pune, having more than 17 years of experience

in e-publishing and printing industry. His experience includes working at Reserve Bank of

India Currency Printing Press in managerial cadre. Presently he is responsible for Springer

journals production at I5, Chennai.


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Gokula Prasad, N

Senior Manager Human Resources

An astute and dynamic HR professional with exhaustive experience of more than 16 years

in talent acquisition, retention, employee engagement, performance management systems,

and so on. He is a postgraduate in economics and a postgraduate diploma holder in

personnel management and industrial relations, with a master in philosophy degree in

general management. He has won various accolades such as Kaizen, GEM, and On The

Spot Excellence in recognition of his contribution as an HR professional.

ORGANIZATION STRUCTURE OF I5

The typical organization structure of a I5 is a pyramidal one. The figure below depicts a

simplified organization hierarchy, the roles and responsibilities at each level and the

competencies required at each level.


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1.4 ORGANISATION LAYOUT

The publishing industry produces a variety of publications, including magazines, books,

and newspapers. It also produces greeting cards, databases, calendars, and other published

material, excluding software. Although mostly producing printed materials, the publishing

industry is increasingly producing its material in other

formats, such as audio, CD-ROM, or other electronic media.

This report focuses on three markets: books, newspapers, and periodicals. All are

editorially based. The report only deals with printing purchased by these market segments.

Newspapers employ the largest number of workers in the publishing industry. With a staff

of reporters and correspondents, newspapers report on events taking place locally and

internationally.

Despite the local nature of most newspaper reporting, the newspaper industry is dominated

by several large corporations that own most of the newspapers in the country. It also is

becoming common for companies to buy several newspapers in a single region, called

clustering. In this way, newspapers can be managed and produced more efficiently. For

example, advertising sales agents can now sell advertising space for multiple newspapers,

which also share the same printing plant.

Book publishing is also dominated by a few very large companies, primarily based in New

York City. However, some mid-size and small publishers across the country are thriving,

particularly those that specialize in certain subjects. Textbooks and technical, scientific,

and professional books provide nearly half of the revenues of the book publishing industry.

The other half consists of adult tradewhich is what is typically found in a bookstoreand juvenile, religious, paperback, mail-order, book club, and reference books.

Magazine, or periodical, publishers run the gamut from small one or two-person shops to

large media conglomerates that may publish dozens of magazines. There are two types of

magazines business-to-business, called trade, and consumer magazines. Trade

magazines serve a particular industry, profession, or service, while consumer magazines

are written for general audiences.


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Although the content and formats may vary, most publishers follow similar steps to

produce their publishable material. First, editorial departments must acquire the content, or

material, to be published. Some publishers have a staff of writers, reporters, and editors

who research and write articles, stories, and other text for the publications. Book publishers

have authors. Photographers and artists are also brought in to supplement the stories with

photos and illustrations as needed. Other publishers purchase their material, which may

also include photos and artwork from outside sources, mainly independent freelance

writers, photographers, or artists. When this is done, the publishers obtain the legal right to

publish the material from the content providers prior to publication.

After the story or article is written, the manuscript is reviewed to check that the information

it contains is accurate and then edited to ensure that it uses correct grammar and a writing

style that is clear and interesting. Editors and publishers develop captions and headlines

and design the pages and the covers.

The sale of advertisements, including classified advertising, is the major source of revenue

for magazines and newspapers. Advertising sales agents work with clients and advertising

agencies to sell space in the publication. While most commercial advertisements are

produced by advertising agencies, small advertisers may require the help of the copywriters

and graphic artists of the publishers advertising department staff to create an

advertisement.

When complete, all of the contentmanuscript, photos and captions, and illustrations and

any other artwork, including advertisements is collected at one location and, with the

help of desktop publishing software, the pages are laid out. Most publishers have art and

design staffs that perform this prepress operation; other publishers usually contract out

their prepress to companies in the printing industry, along with the actual printing of the

publication.

Newspaper publishers usually own the printing plants that print their newspapers. Over the

years, this type of printing operation has become highly automated and the skills needed to

produce a newspaper are changing with the technology.

Publishers publicity, marketing, and circulation departments are responsible for promoting

a publication and increasing sales and I. Market Overview circulation. Book publishers, in


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particular, promote new books by creating elaborate publicity campaigns involving book

signings and public appearances by the author. Getting the publication to the readers is a

function of the distribution department. Major book publishers often have large warehouse

operations, where books are stored and from which they are delivered as needed.

Newspapers and magazines, however, distribute each issue only once. Immediately after

they are printed, newspapers are folded, filled with inserts, bundled, and wrapped. The

newspapers are then transported to distributors, who deliver the newspapers to newsstands

and individual carriers. Another major function of the department in newspapers is making

sure that the newspaper is delivered on time at readers doorsteps.

Magazines are mailed to subscribers after printing or shipped to retail distributors. Many

magazines and some newspapers contract out their distribution. Much of the publishing

industry is venturing online. Newspapers, in particular, and some magazines have extensive

websites that are updated around the clock as news breaks. These websites may have their

own writers and editors to supply content, but, for the most part, they reformat material

developed by the print publications regular staff. Books are also beginning to be

reproduced electronically, so that they can be read on hand-held readers or on computers.

Computerization, in particular digital technology, is having a significant impact on the

publishing industry. Digital photography eliminates the need for film processing and allows

for easy manipulation of images. Electronic mail also allows advertisers to send their ads

directly to the publishers production department for insertion. In the latest print

technologies, computers use lasers to burn images and text into the printing plate,

eliminating the need to produce a film negative of each page.

Types of E publishing Content

The demand for e publishing content is driven by the surge in digital storage means and use

of internet for information search, business and entertainment. E publishing content has

four basic aspects- editorial, interactive, visual appeal and accessibility to the user and an

infinite range of subjects to be addressed.

An OECD report (2005) points to the variety of subjects which topped e book sales across

countries. In France it was literature, Germany and Japan read non fiction, in UK it was


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scientific and technical books, South Koreans focused reference books and Australians on

educational books

The top e publishing content types are summarized below:

Scientific, Technical and Medical (STM)

The use of electronic journals, publications, archives and datasets have become popular

across various disciplines for research. STM publishing includes scientific, technical,

medical subjects as well as social sciences, humanities and arts.

A 2002 study by Morgan Stanley revealed that scientific publishing was one of the fastest

growing media sectors. By 2003, seventy five percent of scholarly journals were available

online (Cox and Cox) According to the EPS Market Monitor, the global market for STM

publishing and information services grew by 7.0% from? $8.7 billion in 2003 to $9.3

billion in 2004

Reports indicate that 50%-80% researchers in biological, physical sciences, law and

engineering use online sources. The customers include academic institutes, medical

institutes, practitioners and corporates.

Legal, Tax and Regulatory (LTR)

Legal, Tax & Regulatory topics constitute the other subject for high value publishing

content. According to Electronic Publishing Services Ltd (EPS), Asian markets will

dominate intellectual legal and tax publishing, law firm advertising and marketing services.

EPS expects the sectors compound annual growth rate through 2006 to increase to 4.5%,

spurred by growth in international markets.

Education and Training

Creating educational aids for schools and colleges is another major segment for content

creation. Instructional design focuses on high quality digital content to facilitate class room

teaching. The categories range from pre kindergarten to senior high school and colleges.


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A 2003 study EPS market study on revenues generated in education and training content

publishing in America and Europe were estimated to be $ 23.9 billion.

Keeping in perspective the technological changes and the manner in which information is

sourced and viewed, this sector has tremendous business potential in developing countries

of Asia and Africa. Established international publishing giants are hoping to capitalize on

growth in new markets like China and India.

Travel

User behavior is indicative that more and more people and access the net for travel

information and online bookings. The travel portals and website have increasing e business

transactions. Market research firms estimate that nearly one third of travel bookings were

made online in USA during the last year. Travel providers are targeting the college students

in the USA for online bookings. This trend is expected to further increase and also pick up

globally.

On the Indian internet scene, five new online travel portals are soon to be launched and the

travel business is expected to draw major venture capital investments. (Businessworld, Feb

2006)

Providing updated, relevant and interesting travel content to a global diverse audience is an

emerging content segment. Consumer created content is becoming a practice in the travel

world.

Finance and market research

Relevant and quick information is what business needs.

There is an increasing practice of selling reports, sections and data by web based

companies to academic researchers, business organizations and news agencies. The reports

are sourced from different specialty and general publishers on different industry sectors,

country profiles, global markets, technologies, economic and financial sectors etc.

Firms like marketresearch.com, ecnext.com and mindbranch.com are selling customized

information to users as well as personalized inputs on industry trends etc.


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News

News and weather search is the most important topic searched on the internet. Newspaper

web sites attracted 32% more users in 2004 over the previous year (World Association of

Newspapers).

As newspapers and magazines go online, the quality of content and analysis will determine

viewer ratings and success.

Entertainment & Sports

US online consumer spending on sports and entertainment sector has recorded phenomenal

increase. The main components contributing were music, dating sites and game purchases.

(EPS)

As internet and other forms of media move towards overlapping zones, the demand for

entertainment and recreational content for different age groups, gender and community

profiles is expected to increase substantially.

Health Care

According to the Journal of Medical Internet Research, e-health is an emerging field in the

intersection of medical informatics, public health and business, referring to health services

and information delivered or enhanced through the Internet and related technologies.

The need for reliable, factual, easy to understand, medical jargon free information will be

the focus for content providers. As health tourism becomes an important component of

diversifying economies, medical and health service related content will be sought for.

Advertising

As internet companies try to reach out to new markets, the content for online advertising

becomes a potential business area. For example, India has a $35 million online advertising

market, of which search engine marketing constitutes about $6 million, expected to double

by year end.


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Other niche segments for content inputs includes online classifieds, jobs, retail, industry

trading.

According the new report launched by India-Reports on ePublishing, India is a major book

publishing country. With more than 15,000 publishing houses generating content in more

than 24 regional languages, India is a huge market. Post the IT boom, the traditional

publishers in India have entered the ePublishing market with various products. Today the

Indian publishers produce a large amount of ePublications.

But the adoption of eBooks by Indian consumers is still at a nascent stage. Consumers in

India have taken to the use of Internet, PCs, mobile phones, handheld communication

devices, yet eProducts like e-Papers, e-Reports or e-Journals are far more popularly used

that than eBooks.

The availability of better and user-friendly devices and robust e-reading infrastructure in

the future would ensure the growth of this medium. There are some fundamental

constraints that need to be overcome and behavioral aspects that need to change before

eBooks can become popular in India:

Internet penetration is relatively low, ease of connectivity and secure payment

options are issues Credit card penetration (usage) is low; concept of online purchase is still not

popular

Indian readers are not used to or comfortable with reading on screen or on small

devices

Apprehension of piracy inadequate DRM policies and enforcement; users can

avail pirated copies of eProducts.

Good interfaces or devices for eBooks are not available in India Users want content in their local/regional languages.

No concrete strategies or benefits from the Government to encourage

ePublishers or e-Readers

Inadequate marketing of eBooks by publishers, hampered by low revenues. It is

interesting to note that while the readership of printed newspapers is increasing in India

today, elsewhere in the world especially in the US, there is a decline in such readership

figures. US newspaper houses are skeptical and threatened by the popularity of the

online medium and may even need to close down in the future.


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To address the regional eBook requirement, publishers are developing software computing

solutions for regional languages. For example, all fonts for varied languages are packed

into a PDF book, which can be opened by the user in the language of their choice.

This is the only option to read regional books; however, there are still issues with regional

language compatibility on PCs or mobiledevices. As there are not many options for native

fonts on a mobile device, e-Users will probably only view garbled text on their screens.

The ePublications market is in its nascent stage in India and is poised for rapid growth in

the future.

1.5 PRODUCTION DEPARTMENT

I5 has the expertise to handle STM, non-STM, HSS, and academic journals. Its journal

production processes include FTP download, acknowledgement, alerts, and so on either

completely or semi-automatically. Journal-specific style and language requirements for

each journal are maintained in a document management system (DMS). Innovations such

as auto edit, auto reference structuring, auto pagination, and auto image processing help

improve quality and efficiency.


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I5 offers end-to-end solutions for magazine production designed to meet the clients

requirements in a quality-driven, cost-effective manner. I5 provides comprehensive layout

and advertisement designing to meet the unique requirements of the magazine production

process. I5 has requisite experience in developing customized workflows to improve the

turnaround time and to reduce the costs.

I5 currently provides these services for more than 40 magazines. The expertise in I5 covers:

Advertising creation

Advertising archiving/management

Integration of various parts and processes of the editorial workflow

Global remote access to the content by authors, designers, and publishers Multi-user, simultaneous content editing in the same layout

Editing in a layout view or without any layout

Targeted search inside the current and previous issues

Web Editor for remote editorial offices

Web-based administration

I5 has specialized services for creation and delivery of education and trade eBooks. I5 is

familiar with all the leading formats, such as ePub, OeB, Lit, and so on. The eBook

services rendered at I5 include:

1. Scanning Services for scanning and digitization of print books for conversion

into eBooks.

2. Conversion Conversion services of content into appropriate eBook format as

per the customer requirements.

3. Testing Services for testing the integrity of the eBooks4. Format conversion eBook format conversion services for clients who need to

convert their books from one format to another.

KNOWLEDGE PROCESS OUTSOURCING

I5 provides a wide range of world-class services and solutions to the worlds leading

publishers. These solutions are not "one size fits all" type, but are customized according to

the needs of each customer. The technology and operations teams apply their extensive


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experience and knowledge for the development of appropriate tools, technologies, and

production processes for each customer.

I5 production services incorporate the complete range of premedia and prepress services

from copyediting to delivering files to printers and data warehouses.

Composition Services

I5 provides composition services for both print and electronic media. I5 uses industry

standard composition tools namely Advent, Arbortext 3B2, LaTeX, Quark X Press, Adobe

InDesign, and FrameMaker. The quality and reliability of its services are reflected in the

fact that it produces more than 1.5 million pages annually. I5 also has extensive expertise in

Java, Apple, and VBS scripting and has achieved maximum automation. I5 has knowledge

and expertise in managing all the different workflows. Some of the composition services

are:

Typesetting from manuscript or author supplied files

Data capture and conversion

Editing services including technical editing, copy editing, and substantive

editing

Design and graphics services, including scanning, file conversion, redrawing

and relabeling of artwork

MathType and ChemDraw file handling

Electronic content delivery

Editorial Services

I5 has a large team of editors who are well versed with copy editing, technical editing, and

substantive editing. I5 editors are proficient in a variety of widely accepted style standards

and adhere on to the client-specific or author-specific style guidelines. I5 editors prepare a

style sheet for every project they handle, and the style sheet is approved by the clients

editor before implementation.
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Copy Editing

I5 editors have experience in handling a variety of content in different domains. Some of

the content types handled routinely by our editors are:

1. Academic and scientific

2. Commerce, marketing, and management

3. Finance and trade

4. Humanities and social sciences

5. Linguistic

6. Mathematics

7. Medical and health related

Technical Editing

I5 editors ensure consistency in all style aspects and usage of terms. The editors also

interface with authors and publishers for any clarifications. The editors pay special

attention to:

1. All typesetting issues

2. Table layouts

3. Aligning equations

4. Complex lists

5. Floats such as figures, boxes, and schemes

Substantive Editing

I5 editors are trained to look into the documents concept, intended use, audience, content,

organization of the content, design, and style. This activity is entirely analysis based for alllevels document, paragraph, sentence, or word. Some of the parameters taken into

account are:

1. Sentence complexity

2. Conciseness

3. Clear and logical development of ideas

4. Use of jargon or technical terms appropriate for the intended audience


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Artwork/Illustration Services

I5 design studio addresses the requirements of end-to-end illustration and design solutions

for books, manuals, journals, websites, brochures, catalogs, advertisements, dictionaries,

encyclopedias, and reference works.

I5 can provide services from design conceptualization to final output/product stages. I5

design studio facilitates quick revisions to honor the deadlines. Some of the activities

undertaken by its studio are:

1. Graphic reproduction

2. High-end color scanning

3. Image retouching and manipulation

4. Relabeling and redrawing

5. Digital proofing

6. Art rendering

7. Technical and medical drawing

8. Animation graphics

9. E-books

10. Illustrations

Preflight Services

I5 has expertise to generate industry standard PDF/X (X-1a and X-3) files and can

perform preflighting on native files of QuarkXPress, Adobe InDesign, and FrameMaker.I5

uses Enfocus PitStop Professional for checking PDF files and also has XML quality tools

for checking and error correcting the final output. I5 pays special attention to the following

points during the preflight accuracy checks:

1. Missing fonts

2. Linked files

3. Color gamut

4. Image resolution

5. Ink and trap settings


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XML Services

I5 provides a full spectrum of XML services to address the demands for digital formats and

online publishing requirement for content repository and multi-device capabilities. I5 has

the capability to manage XML-based workflows. Some of the salient features of XML

services offered by I5 are:

1. Customized XML, MS-Word, or TeX/LaTeX-based editing tools

2. Customized style sheet according to customers DTD

3. Specialized quality control tools

4. XML-based templates in Arbortext (3B2) and LaTex/TeX

5. Delivery of XML at page proofs, revisions, issues, or at any other stage6. Generation of XML files based on publishers DTD

7. Conversion from one DTD to another

8. Typesetting from XML files including auto-pagination in 3B2

9. Providing solutions in other formats such as HTML and ASCII

Media Services

I5 recognizes the importance of media which is fast becoming as important as print instead

of being an optional add-on. At I5, media and print production are closely integrated. The

media, print, and technology teams collaborate at a pre-production stage. I5 also uses the

XML-first workflows for both print and media. Along with the authoring tools, media

production at I5 is a highly automated and tightly controlled process:

1. Assessments I5 has experience in developing content for Diploma, EZTest,

ExamView, TestGen, and so on. I5 has a large pool of inhouse and external subject matter

experts (SMEs).

2. Flash animations - Flash is the most popular choice for content enrichment with

animation and online rendering. The I5 team includes instructional designers, developers,

and programmers to any instructional animation needs.

3. eLearning/Online Education I5 also provides extensive eLearning / Online

Education related services. These services are discussed in a separate section. Please, visit

the section to discover more.


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4. Companion CDs/DVDs I5 provides its services for creation of cross-platform

companion CDs or DVDs to go with your publications.

EBook Services

I5 has specialized services for creation and delivery of education and trade eBooks. I5 is

familiar with all the leading formats namely ePub, OeB, Lit, and so on. Some of the eBook

services at I5 are:

1. Scanning I5 can provide services for scanning and digitization of print books

for conversion into eBooks.

2. Conversion I5 can convert content into appropriate eBook format as per the

requirements of the customer.

3. Testing I5 also provides services for testing the integrity of the eBooks.

4. Format Conversion I5 provides eBook format conversion services for clients

who need to convert their books from one format to another.

5. Delivery I5 has eBook Store and eBook Library platforms for delivery of

eBooks to end consumers.

Project Management Services

I5 provides extensive project management services, especially for books and journals. I5

currently provides complete project management services for more than 140 publications.

I5 services include:

1. Liaison with publishers, authors, editors, and production houses

2. Control of copy editing services

3. Author liaison

4. Typesetting services

5. Conversion into eBooks


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1.6 STORES DEPARTMENT

Department stores may be the bedrock of retail and form the all-important

anchor of many shopping centers and malls. But today, retailers need to work

not only harder, but smarter, to remain profitable. To survive, they need to

perfect merchandising and marketing strategies and to target high-value

customers.

Our retail solutions provide department stores with the flexibility they need to

succeed. We help stores maximize customer service and profits and meet

changing consumer demands amid increased competition and complex supply

chains. Our merchandising solutions include price optimization, categorymanagement, assortment planning, promotions and marketing.

From loyalty and customer relationship management to workforce

management solutions, we help you provide seamless service to

customers.

In addition to basic POS and WFMS services, we assist by

implementing next-generation customer touchpoints like personal

shopping assistant, kiosks and digital signage.

1.7 SALES DEPARTMENT

BPO Sales solution spans the entire order-to-cash cycle, including service offeringssuch as transactional and rule-based services, knowledge-based services and judgment-

based services.

Our Offerings

Customer Support

Order Validation

Discount Validation

Holds Management Order Booking


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Billing Material Collection

Invoice Consolidation

Invoice Presentation

1.8 PERSONNEL DEPARTMENT

1. Brand equity: People still consider BPO to be "low brow",

thus making it difficult to attract the best talent.

2. Standard pre-job training: Again, due to the wide variety of

the jobs, lack of general clarity on skill sets, etc, there is no

standard curriculum, which could be designed and followed.

3. Benchmarks: There are hardly any benchmarks for

compensation and benefits, performance or HR policies.

Everyone is charting their own course.

4. Customer-companies tend to demand better results from

outsourcing partners than what they could actually expect

from their own departments. "When the job is being done

10,000 miles away, demands on parameters such as quality,

turn around timeliness, information security, business

continuity and disaster recovery, etc, are far higher than at

home. So, how to be more efficient than the original?

5. Lack of focused training and certifications

Given this background, the recruiting and compensation

challenges of HR departments are only understandable.

Process Maintained By HR Department :


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Provident Fund: As per the statutory guidelines, the

employee is required to contribute a percentage of his basic

salary and DA to a common fund. The employer for this fund

contributes as well. The employee can use the amount

deposited in this fund for various personal purposes such as

purchase of a new house, marriage etc.

1.9 FINANCE DEPARTMENT

The Accounting Division of the Finance Department is a service

department providing accounting, financial and purchasing services

to all County departments and funds. The Accounting Division

maintains a system of accounts to accumulate, classify, and report


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on the financial activities of the County's various funds and

departments.

The system provides for the proper accounting of assets, liabilities,

revenues and Other duties performed by the Accounting Division

include internal audits; financial forecasting; development of fiscal

policies; the design and implementation of accounting and financial

reporting systems; preparation of the Comprehensive Annual

Financial Report (CAFR); the maintaining of a property and

equipment (fixed assets) inventory; issuance of bonds; servicing

and accounting for the County's long and short term debt;

facilitating the annual budget process; providing for centralizing

purchasing of all materials, equipment, supplies, and services

required by all departments and funds; and providing a centralized

accounts receivable function which is responsible for invoicing,


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monitoring and collecting all funds due for goods and services

provided by all I5 departments and funds.

1.10 MARKETING DEPARTMENT

(1) Analyzing and planning outsourcing

It is obvious that BPO will bring opportunities accompanied with

risks to an outsourcing company. So before the make or buy

decision, it is very critical to take an all-sided analysis. In this stage,

the analysis, which is normally based both on performance and risk

factors, firstly focuses on current business process if available. Thus

a comparison can be made between the pre-outsourced and

outsourced process.

(2) Selecting service providers

In this stage a set of evaluation criteria must be defined to select

prospective BPO service provider. These criteria typically include

cost, quality, IT capability and financial stability. After listing the

evaluation criteria in a hierarchical way, decision method like AHP

or expert system can be adopted to evaluate potential providers.Then a formal request for proposal (RFP) which take the above

evaluation criteria listing as a part initiates the process.

Thus the client and the prospective service providers enter into

interviews, not only regarding price, but also skill, culture and

commitment matching. Finally a service provider can be selected


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according to the evaluation criteria based on comparison, RFP

responses and interviews.

(3) Contracting and negotiating

In this stage, the strategy and major solutions of BPO are settled;

problem resolution procedures are established; to assure continued

process improvement incentives as well as punishments even rules

for termination of contract before its legally specified end are

defined. Whats more, service level agreement (SLA) has been

widely used as a reference for performance measurement.

(4) Transferring activity

The details related to transferring business activities like timetable

for transfer, human resources handling are mostly described in the

outsourcing contracts. Since the control of business process is now

reassigned to service provider, how to properly integrate the

outsourced processes into the outsourcing company and define their

interfaces should be paid great attention to.

(5) Managing ongoing supplier

After the adaptation period, outsourcing company now changes its

role from operational management into a more strategic one

(monitoring the BPO activities and performance) and forms a

management team in charge of coordination. Generally, because the


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methods used by the management team to supervise BPO activities

are scheduled by the contracts (such as regular reports delivered by

service providers, periodical meeting) and lack of effective

technical support and analysis methodology, this phase is always

confronted with many problems.

(6) Ending Contract

At the end of an outsourcing contract the outsourcing company has

three options: to renegotiate the contract with the same supplier, to

change supplier or to in-source the activity again. The two first

options highlight the cyclical nature of BPO while the last one

corresponds to its termination.

1.11 LEARNING EXPERIENCE

Mushrooming of small players

Attractive growth rate of the I5 has resulted in many reckless start-ups. Several

companies from unrelated sectors without the required expertise entered the industry

lured by the healthy potential of the industry. These small companies are now finding it

difficult to survive in this capital-intensive industry. In a dire strait, some of the players

are taking huge cuts in their billing rates, which in turn threaten to de-stabilise the

entire industry by reducing margins to unsustainable levels. They also portray a

negative picture of the industry as a whole because of their inability to deliver on time.

Margins under pressure

With increasing competition and subsequent price dips, the margins of ITES companies

have come under tremendous pressure. Moreover, most of the players in the industry

are working in low margin areas. More than 60% of the KPO business coming to India

is voice related. Barring transcription, voice has the lowest margins among KPO

business. With the BPO business increasingly getting commoditised, moving up the


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value chain is a sensible option before the industry. Vendors can move up the value

chain vertically. For example, for a credit card customer, the low end processes would

include services such as data entry and processing of applications, but the higher value

jobs would include processes such as credit evaluation and fraud detection. Vendors

can also move horizontally, that is expand services portfolio by moving into

sophisticated areas such as accounting, certain engineering services, consulting etc.

The ITES industry currently employs more than 171,000 professionals compared to a

25,000 in 1999. However, India is running out of the supply of good quality managerial

talent. There have been recent cases of mid-sized companies losing KPO orders for not

being able to demonstrate a competent team that can manage a large workforce. High

level of attrition further complicates the problem. At least 60,000 of the 171,000

workforce change jobs every year. The supply of skilled manpower to the industry

needs to expand at a fast rate to keep pace with the rapid growth of the industry. In

order to create a big pool of qualified personnel, there is a need to encourage private

institutions to provide training to people interested in joining this industry.

1.12 CONCLUSION

The researcher has studied the complete overview of Scientific Publishing Services

pvt ltd, at Chennai for the past four months.

A happy healthy employee will positively contribute to the organization goal.

Company that provides lot of benefits to the employee will retain the exiting

people in the organization attracts new talents for the organization, and looking

forward to create many new clients in future.

Hereby I conclude from my research that the growth level of I5 is extra ordering in

kpo services and Im happy to know more about the process of the company.


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CHAPTER II

INTRODUCTION TO THE STUDY


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2.1 INTRODUCTION

ANALYSIS OF HR ROLE IN BPO INDUSTRY

Provident Fund: As per the statutory guidelines, the employee is required to

contribute a percentage of his basic salary and DA to a common fund. The employer for

this fund contributes as well. The employee can use the amount deposited in this fund

for various personal purposes such as purchase of a new house, marriage etc.


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Gratuity: Gratuity is one of the retrial benefits given to the employee in which

the employer every year contributes a particular amount. The fund created can be used

by the employee for the purpose of long-term investment in various things such as a

house etc.

Group Medical claim Insurance Scheme: This insurance scheme is to provide

adequate insurance coverage of employees for expenses related to hospitalization due to

illness, disease or injury or pregnancy in case of female employees or spouse of male

employees. All employees and their dependent family members are eligible. Dependent

family members include spouse, non-earning parents and children above three months

Personal Accident Insurance Scheme: This scheme is to provide adequate

insurance coverage for Hospitalization expenses arising out of injuries sustained in an

accident. It is applicable to all the employees of JFWTC and covers total / partial

disablement / death due to accident and due to accidents.

Subsidized Food and Transportation: The organizations provide transportation

facility to all the employees from home till office at subsidized rates. The lunch

provided is also subsidized.

Company Leased Accommodation: Some of the companies provide shared

accommodation for all the out station employees, in fact some of the BPO companies

also undertakes to pay electricity/water bills as well as the Society charges for the

shared accommodation. The purpose is to provide to the employees to lead a more

comfortable work life balance.

Recreation, Cafeteria, ATM and Concierge facilities: The recreation facilities

include pool tables, chess tables and coffee bars. Companies also have well equipped

gyms, personal trainers and showers at facilities.

Corporate Credit Card: The main purpose of the corporate credit card is enable

the timely and efficient payment of official expenses which the employees undertake

for purposes such as travel related expenses like Hotel bills, Air tickets etc

Cellular Phone / Laptop: Cellular phone and / or Laptop is provided to the

employees on the basis of business need. The employee is responsible for the

maintenance and safeguarding of the asset.

Personal Health Care (Regular medical check-ups): Some of the BPO'S

provides the facility for extensive health check-up. For employees with above 40 years

of age, the medical check-up can be done once a year.


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Loans: Many BPO companies provides loan facility on three different

occasions: Employees are provided with financial assistance in case of a medical

emergency. Employees are also provided with financial assistance at the time of their

wedding. And, The new recruits are provided with interest free loans to assist them in

their initial settlement at the work location.

Educational Benefits: Many BPO companies have this policy to develop the

personality and knowledge level of their employees and hence reimburses the expenses

incurred towards tuition fees, examination fees, and purchase of books subject, for

pursuing MBA, and/or other management qualification at India's top most Business

Schools.

Performance based incentives: In many BPO companies they have plans for ,

performance based incentive scheme. The parameters for calculation are process

performance i.e. speed, accuracy and productivity of each process. The Pay for

Performance can be as much as 22% of the salary.

Flexi-time: The main objective of the flextime policy is to provide opportunity

to employees to work with flexible work schedules and set out conditions for availing

this provision. Flexible work schedules are initiated by employees and approved by

management to meet business commitments while supporting employee personal life

needs .The factors on which Flexi time is allowed to an employee include: Child or

Parent care, Health situation, Maternity, Formal education program

Flexible Salary Benefits: Its main objective is to provide flexibility to the

employees to plan a tax-effective compensation structure by balancing the monthly net

income, yearly benefits and income tax payable. It is applicable of all the employees of

the organization. The Salary consists of Basic, DA and Conveyance Allowance. The

Flexible Benefit Plan consists of: House Rent Allowance, Leave Travel Assistance,

Medical Reimbursement, Special Allowance

Regular Get together and other cultural programs: The companies organizes

cultural program as and when possible but most of the times, once in a quarter, in

which all the employees are given an opportunity to display their talents in dramatics,

singing, acting, dancing etc. Apart from that the organizations also conduct various

sports programs such as Cricket, football, etc and regularly play matches with the teams

of other organizations and colleges.

Wedding Day Gift: Employee is given a gift voucher of Rs. 2000/- to Rs. 7000/-

based on their level in the organization.


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Employee Referral Scheme: In several companies employee referral scheme is

implemented to encourage employees to refer friends and relatives for employment in

the organization.

Paid Days Off

Maternity Leave

2.2 OBJECTIVES & SCOPE OF THE STUDY

Succession planning is an essential part of corporate strategy in most IT organizations.

While the design of the succession chart looks good on paper, it has often been found

that the planning process fails to meet requirements at the time of filling a key position

that has just been vacated. It is not an easy task dealing with the ever-changing

equations of the leadership pipeline. According to a report by US-based business

research firm Cutting Edge, while many companies have succession plans, very few

follow through with the rigorous implementation required. In fact, 70 percent of

succession plans fail due to bad execution.

Succession planning has to ensure that the right people with the right skills are in the

right place at the right time. It can be done in three ways: role-based, individual-based

and team-based. The first is about identifying key positions, the second focuses upon

key people, and the last involves replacing a section of people or resources.

Reviewing talent

One of the challenges in all organizations is planning for HR needs. It is essential to

adopt a disciplined approach to match HR resources with the anticipated needs of an

organization. This includes aligning the succession planning process with business

strategy.

The purpose of the talent review is to figure out the talent required to implement the

business strategy and constantly strengthen the talent pool. The talent review and

planning process helps us identify talent for emerging roles in the organization, says

Bijay Sahoo, vice-president (talent engagement and development) and head of HR, I5

Technologies. Commitment from the top management is another key factor for


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ensuring the success of succession planning. Sahoo reveals that in I5, the chairman

(Azim Premji) and vice-chairman and CEO (Vivek Paul) give enormous importance

and their personal time for talent review and planning, and personally supervise the

development and implementation of the talent plan for key roles.

According to Sahoo, the other essential factors are: (a) accountability, as the succession

planning programme requires ownership at all levels in the organization. Each manager

should be responsible for assessing and developing the talent in his or her team. (b)

Constant attention, as it can be tempting to overlook the need for succession planning in

the face of more immediate needs.

Planning the process

The bench strength of current and future leaders gives a competitive edge to every

organization. At I5, the succession planning programme is called Talent Review and

Planning (TRP), and it is the most critical part of the organizations leadership building

and talent management process. Once our business strategy for the year is finalized,

we identify the critical roles to execute it. We review the talent available for those roles

internally as well as externally. We plan for the succession of existing critical roles,

including that of the CEO, and identify employees who are ready to take over the roles

immediately and over the next 1-2 or 2-3 years, informs Sahoo. He adds that the

company does developmental planning for each identified internal candidate in terms of

job rotation, training, coaching and performance counseling. They also keep track of

potential external candidates, and establish touch points for attracting them at the

appropriate time.

The respective SBU heads and the SBU HR heads do the TRP for the top three levels oftheir business. This contributes to the TRP at the I5 Technologies level, where the

chairman and vice-chairman, along with the HR head, get involved in talent planning

for the top three levels. Next is the implementation of the talent strategies by

developing and reviewing the action plan.

At Infinite Computer Solutions (ICS), which has a global headcount of 1,800,

employees have also taken up higher roles without a change in designation, with


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support from functional heads and senior management teams? A skill-gap analysis is

done of the candidates, and requisite training provided to make them able successors.

Clear focus

It is a known fact that while most management is interested in developing a pool of

successors for key positions, they find it a difficult task to ensure the success of their

efforts. Succession planning can get very complicated. Organizations must therefore

have a clear focus.

The training difference

Organizations are less vulnerable to leadership crises when theres a shadow group of

successors who are able and available to step into their shoes. Training plays a key role

in succession planning. It is imperative to strategies, design and implements

programmes to train future leaders.

I5 has its lifecycle leadership development programmes, which are synchronized with

the roles employees play at different stages of their corporate life. These include the

New Leaders Programme, I5 Leaders Programme, Business Leaders Programme and

Strategic Leaders Programme for different leadership positions that an employee will

assume in the organization.

Most organizations do skill-gap analysis of the selected candidates. A schedule is

drawn for the prospective individual to acquire the knowledge, skills and competencies

within a time-frame, says Sunder Rajan, general manager, HR & administration, ICS.

He adds that the training could be through internal programmes or on-the-job (local as

well as global) to gain cross-functional or cross-geographical exposure for better

maturity of the expertise that would enhance the confidence level of the person.

Just-in-time succession

Then there just-in-time succession, which maps existing competencies of the staff to fill

an important position. Succession planning software uses competency analysis which

lets companies understand the demand side of the equation with what their staff has to

offer. Succession planning is not an issue of a position; you can plan for two or three


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years, but by that time the to-be-successor may have already left the organization;

consequently it is not relevant. Instead of looking at a job to fill, organizations should

profile it in terms of competencies, go to the data bank, and find whose competency

profile matches the job, advises Stephen Martin, president of ITAP Europe. The key to

this is competency development across the organization; ITAP has done succession

planning for many global organizations through competency development.

Whatever be the methodology, measuring the effectiveness of a succession planning

programme is critical to every organization, irrespective of its size. After all, it is more

than just the passing of power and responsibility it is about survival and continuity.

Inspite of all these benefits, the attrition rate in BPO industry is very high, why? What isthe reason for an employee to leave? These and many more are the questions that need

immediate attention from the industrial gurus.

2.3 RESEARCH METHODOLOGY

2.4 LIMITATION OF THE STUDY


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CHAPTER III

REVIEW LITERATURE


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HR professionals all over the world, working is Call-Center or Contact Center

or BPO industries are breaking their heads to formulate Retention Strategies

but nothing is working in their favor. The average attrition rate in this sector is

still 35-40%. No perks, no rewardsjust nothing is working.

Before proceeding further, lets see why people are leaving? Why there is high

attrition rate.

Why people are moving?

When there are so many benefits associated with BPO industry. when there

are so many privileges for the BPO employees than what makes them to

change the company/industry?? Is it only MONEY that matters or anything

else as well?? After taking exit-interviews and analyzing the trend I am able to

list out following reasons for a BPO professional to change his/her job.

No growth opportunity/lack of promotion

For higher Salary

For Higher education

Misguidance by the company

Policies and procedures are not conducive

No personal life

Physical strains Uneasy relationship with peers or managers

Lets also see as what are the various benefitsthat have been extended to

people working in this sector.

Employee Benefits Provided By Majority of the BPO Companies

A part from the legal and mandatory benefits such as provident-fund and

gratuity, below is a list of other benefitsBPO professionals are entitled to the

following:
http://www.bpoindia.org/research/bpo-in-india.shtmlhttp://www.bpoindia.org/research/bpo-in-india.shtml


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1. Group Medical-claim Insurance Scheme: This insurance scheme is

to provide adequate insurance coverage of employees for expenses

related to hospitalization due to illness, disease or injury or pregnancy

in case of female employees or spouse of male employees. All

employees and their dependent family members are eligible. Dependent

family members include spouse, non-earning parents and children

above three months

2. Personal Accident Insurance Scheme: This scheme is to provide

adequate insurance coverage for Hospitalization expenses arising out of

injuries sustained in an accident. This covers total / partial

disablement / death due to accident and due to accidents.

3. Subsidized Food and Transportation: The organizations provide

transportation facility to all the employees from home till office at

subsidized rates. The lunch provided is also subsidized.

4. Company Leased Accommodation: Some of the companies provides

shared accommodation for all the out station employees, in fact some of

the BPO companies also undertakes to pay electricity/water bills as

well as the Society charges for the shared accommodation. The purpose

is to provide to the employees to lead a more comfortable work life

balance.

5. Recreation, Cafeteria, ATM and Concierge facilities: The recreation

facilities include pool tables, chess tables and coffee bars. Companies

also have well equipped gyms, personal trainers and showers at

facilities.

6. Corporate Credit Card: The main purpose of the corporate credit card

is enable the timely and efficient payment of official expenses which

the employees undertake for purposes such as travel related expenses

like Hotel bills, Air tickets etc


55/87

7. Cellular Phone / Laptop: Cellular phone and / or Laptop are provided

to the employees on the basis of business need. The employee is

responsible for the maintenance and safeguarding of the asset.

8. Personal Health Care (Regular medical check-ups): Some of the

BPO'S provides the facility for extensive health check-up. For

employees with above 40 years of age, the medical check-up can be

done once a year.

9. Loans: Many BPO companies provide loan facility on three different

occasions: Employees are provided with financial assistance in case of

a medical emergency. Employees are also provided with financial

assistance at the time of their wedding. And, The new recruits are

provided with interest free loans to assist them in their initial settlement

at the work location.

10. Educational Benefits: Many BPO companies have this policy to

develop the personality and knowledge level of their employees and

hence reimburse the expenses incurred towards tuition fees,

examination fees, and purchase of books subject, for pursuing MBA,

and/or other management qualification at India's top most Business

Schools.

11. Performance based incentives: In many BPO companies they have

plans for, performance based incentive scheme. The parameters for

calculation are process performance i.e. speed, accuracy and

productivity of each process. The Pay for Performance can be as much

as 22% of the salary.

12. Flexi-time: The main objective of the flextime policy is to provide

opportunity to employees to work with flexible work schedules and set

out conditions for availing this provision. Flexible work schedules are

initiated by employees and approved by management to meet business

commitments while supporting employee personal life needs .The

factors on which Flexi time is allowed to an employee include: Child orParent care, Health situation, Maternity, Formal education program


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13. Flexible Salary Benefits: Its main objective is to provide flexibility to

the employees to plan a tax-effective compensation structure by

balancing the monthly net income, yearly benefits and income tax

payable. It is applicable of all the employees of the organization. The

Salary consists of Basic, DA and Conveyance Allowance. The Flexible

Benefit Plan consists of: House Rent Allowance, Leave Travel

Assistance, Medical Reimbursement, Special Allowance

14. Regular Get together and other cultural programs: The companies

organizes cultural program as and when possible but most of the times,

once in a quarter, in which all the employees are given an opportunity

to display their talents in dramatics, singing, acting, dancing etc. Apart

from that the organizations also conduct various sports programs such

as Cricket, football, etc and regularly play matches with the teams of

other organizations and colleges.

15. Wedding Day Gift: Employee is given a gift voucher of Rs. 2000/- to

Rs. 7000/- based on their level in the organization.

16. Employee Referral Scheme: In several companies employee referral

scheme is implemented to encourage employees to refer friends and

relatives for employment in the organization.

17. Employee Stock Option Plan: Now, the actual question, why people

are leaving? What types of retention strategies are required? What is

expected from HR Professional and how they can address this issue?

Retention - A Big Challenge

Fundamental changes are taking place in the work force and the workplace that

promise to radically alter the way companies relate to their employees. Hiring

and retaining good employees have become the chief concerns of nearly every

company in every industry. Companies that understand what their employees

want and need in the workplace and make a strategic decision to proactively

fulfill those needs will become the dominant players in their respective

markets.


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The fierce competition for qualified workers results from a number of

workplace trends, including:

A robust economy

Shift in how people view their careers

Changes in the unspoken "contract" between employer and employee

Corporate cocooning

A new generation of workers

Changes in social mores

Life balance

Concurrent with these trends, the emerging work force is developing verydifferent attitudes about their role the workplace. Today's employees place a

high priority on the following:

Family orientation

Quality of life issues

Autonomy

To hold onto your people, you have to work counter to prevailing trends

causing the job churning. Smart employers make it a strategic initiative to

understand what their people want and need -- then give it to them.


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CHAPTER IV

COMPANY OVERVIEW


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I5 JOB FLOW

Job Flow Chart (Journal Production)

Step 1: Manuscript downloading and input Quality control

Checking the manuscript for completeness and liaison with author to get missing

elements, copyright transfer agreement and color change form.

Step:2 Sending the files for the Typesetting-Login Department

Input is received in three stage manuscript in page proof, corrected proof at revision

stage, final correction at issue stage. All manuscript are checked and checked for the

completeness and usability and logged into a tracking system

Step 3: Pre editing department

A pre editor indentifies every component of the article, places them in appropriate tag,

generates XML and validation the same

Step 4: Copy editing department

Reviewing the manuscript for language and tone consistency and adding the tag for

formatting, copy editing for style grammar and punctuation.

Step 6: Online author correction

Online proofing is an initiative from I5 to deliver PDF proof via internet. The proofs

are hosted in I5s Website; author and editor can download the proof using the link

which will be sent once the article is ready. Reminder will be sent to author as per

customers deadlines. Both author and editor can incorporate their correction on the

same file. It eliminates email delivery problems like spam and blocked attachment.

Step 7: Issue line up/Imposition


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Inserting article folio, Front matter, cover, back matter and advertisement print PDF

and online deliverable creation for web hosting

Step:8 Despatch and backup

The role of Despatch department is to check and deliver erroe-free electronic files for

both print and electronic media. All the electronic files are stored in CD?DVD using in

house developed tool for further usage

Stages Of Typesetting:

Module III- Data Processing and data Transfer

Conversion

Majority of the files are supplied in MS word. These files are then converted into

RTF/LaTex. Tex (tau epsilon chi) is a computer language designed for use in


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typesetting math and any other technical material. During conversion all structures

originally available is retained. If the supplied files are poorly structured/hardly

convertible, they are captured/keyed.

Input activities(Login and Workflow)

Majority of the article are received via FTP and very few articles through courier in CD

using word2Tex converter Ms word documents are converted into LaTeX .

Output activities

Despatch

The role of dispatch department is to check and deliver error-free electronic files for

both print and electronic media in the entire process all the high-resolution print PDFs

are checked electronically using pitstop tool, mark up language files are validation

trough an in-house tool, and grapic files are connected into the desire format

Page proof

Low-resolution

Compression image

XML

Revision

Low resolution PDF

Compression image

XML

Issue

High-resolution PDF

Compression Image

XML

Backup


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Al the electronic files are stored in CD?DVD using in-house developed tool for further

usage.

Dataset application

Function: The in-house tool automatically creates a directory for each dataset and

copies the low-res PDF file, figure,XML file,parses the files and generates an error

report.

Uploading application

The function of uploading application is that it scans the uploading path in regular

intervals and starts uploading to the files to the customer FTP site

Module IV-Technical Editing

2.4.1 Copy Editing

2.4.1.1 Basic copy editing

The main objective of a copy editor is to ensure that the text is cleaner and correct in

terms of spelling, grammar and syntax. The task of a copy editor is to edit a manuscript.

Levels of editing

Light editing

Its a level 1 editing or formal editing it should be performed on the manuscript that is

error free.

Medium editing

Medium editing is also known as level 2 editing or substantive editing. should be

performed on the manuscript of average quality.

Heavy editing

It is also known as intensive editing. Editors should mark and query manuscript as well

as develop and maintain auxiliary amount of research to clarify or correct statement of

fact.

Work flow of copy editing


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Copyediting can be done hardcopy or online, Using a copy editing tool. In I5 we

primarily use an in-house develop tool for online copyediting. There are some

journals/articles that are copyedited on hardcopy due to workflow requirement

Input file for the copyeditors is a structured doc/tex file from the pre-editing department

This file is copyedited using in-house developed tools. Copyediting may include style

mark-up alone or may also include language editing as is the requirement of the

publisher or the article.

Step involved in copy editing

I5 uses an in-house developed tools for online copy editing we have a well developed

LaTeX based tool for editing article with numerous equation and also a word based tool

for editing text article

Looking from type setter point of view

While copy editing an article the following points are important, identifying the various

elements of the front matter, Identifying all the heading levels, sorting the list,

identifying the figures, tables, equation, box ,schemes and quotation appropriates

queries to the author whenever required.

Looking from authors point of view and end user point of view

Reading the manuscript completely is essential, without marking or changing anything

Elements of a journal

A journal comprises three parts front matter, body matter and back matter

The front matter of a journal includes the cover page, editorial group from the

publishers front, journal title, and copyright detail if any, table of contents, graphical

abstract announcement and advertisement

Front matter: The front matter of an article includes:

Category/Article type

This describe in very general term, the nature of the article, Examples included entries

such as original, original articles, editorial and latter to the editor announcement events

briefs experimental brief reports, technical note erratum and corrigendum.


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Running Heads

There can be a left and a right running head it is present at the top of each page of the

article either centered or set at the corner the publisher wil mention what should form

the running head.

Digital object identifier(DOI)

This is like the thumbprint of an article. No two articles can have the same DOI

number.

Article title:

This the title of journal article and compulsory for all article types

Author names must appear on each manuscript. Presentation of author names is as per

publisher requirement.

Corresponding author:

Generally, Only one author is designated in the publication as the corresponding author

for variations please check publisher requirement.

Author contact information:

This refers to the corresponding authors e-mail, telephone, fax and URL.

Author address/affiliation:

This entry indicates the affiliation of the authors listed. Every author must have an

affiliation the means of the city and country should generally be in the language of the

publication.

Present address:

In some case an author may give a present address different from that given in the

affiliation ways of handling this should be as described in the publisher requirement

Footnotes:


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Information supplied in the form of footnotes in the front matter are types of article

notes example include comments about prior presentation of the content or the naming

of editorial responsibilities

History

The only possible entries are received, revised, and accepted, although an entry is

published it should not be in the manuscript during copyediting.

Abstract

This presents a summary of the research done in the article an abstract is compulsory in

certain articles types and optional in others an abstract may be single paragraph long or

may have multiple paragraphs. Since abstract are o

a study on human resource in ites

Documents