...A Research Project Report On ATTRITION MANAGEMENT Submitted in partial fulfillment for the requirement of the MBA Degree awarded by Bangalore University Submitted by Ponnappa I.S 04XQCM6064 Under the guidance of Praveen Kamat Professor M.P.Birla Institute of Management M.P.Birla Institute of Management Race course road Bangalore-1 INDIA 1 DECLARATION I hereby declare that this dissertation entitled ‘ATTRITON MANAGEMENT’ is the result of project work undertaken by me under the guidance and supervision of Mr. Praveen Kamat, Professor, M.P.Birla Institute of Management, Bangalore. I also declare that this dissertation has not been submitted to any other University/Institution for the award of any Degree. (Ponnappa I.S) 2 CERTIFICATE I hereby certify that the research work embodied in this dissertation entitled ‘ATTRITION MANAGEMENT’, has been undertaken and completed by Mr. Ponnappa I.S under the guidance and supervision of Mr. Praveen Kamat, Professor, MPBIM, Bangalore. (Dr. N.S. Malavalli) Principal MPBIM, Bangalore 3 CERTIFICATE I hereby certify that the research work embodied in this dissertation entitled ‘ATTRITION MANAGEMENT’, has been undertaken and completed by Mr. Ponnappa I.S under my guidance and supervision (Mr. Praveen Kamat) Professor, M.P.B.I.M Bangalore 4 Acknowledgement The satisfaction that accompanies the successful completion of any task would be incomplete without the mention of the people who made...
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...management and its relationship to levels of employee engagement using a mixed method research design. Design/methodology/approach – The first phase was a survey on a sample of 272 BPO/ITES employees, using Gallup q12 or Gallup Workplace Audit. Focus group interview discussion was based on reasons for attrition and the unique problems of employee engagement. In the second phase, one of the BPO organizations from the phase I sample was chosen at random and exit interview data was analyzed using factor analysis and content analysis. Findings – The results were in the expected direction and fulfilled the research aims of the current study. In the first phase low factor loadings indicated low engagement scores at the beginning of the career and at completion of 16 months with the organization. High factor loadings at intermediate stages of employment were indicative of high engagement levels, but the interview data reflected that this may mean high loyalty, but only for a limited time. In the second phase factor loadings indicated three distinct factors of organizational culture, career planning along with incentives and organizational support. The first two were indicative of high attrition. Research limitations/implications – A limitation of the research design was a sample size of 272 respondents. Some of the Cronbach’s alpha scores of the subscales of Gallup q12 were low. The strength of the study lies in data...
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...CIPD Assessment Report – Foundation (AR1) To be completed by candidate Centre name: | City of Glasgow College | Candidate name: | Allan Davidson | | CIPD Membership/ registration No: | | | | Qualification title: | Certificate in Human Resource Practice | Unit title(s): | Understanding Organisations and the Role of Human Resources | Unit code(s): | | Assessment activity (and assignment title if applicable) and the learning outcomes addresses: | Write a report on the HR Map | Date due for assessment: | 04 December 2012 | Extension request date | | | | Extension granted | Y/N | Actual date evidence submitted: | | Revised due date | | Candidate declaration: | * I confirm that the work/evidence presented for assessment is my own unaided work. * I have read the assessment regulations and understand that if I am found to have ‘copied’ from published work without acknowledgement, or from other candidate’s work, this may be regarded as plagiarism which is an offence against the assessment regulations and leads to failure in the relevant unit and formal disciplinary action. * I agree to this work being subjected to scrutiny by textual analysis software if required. * I understand that my work may be used for future academic/quality assurance purposes in accordance with the provisions of the Data Protection Act 1998. * I understand that the work/evidence submitted for assessment may not be returned to me and that I have retained...
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...as “just a fad” by competitors allowing Dyson to continue to take more and more market share. Iterating and extending the range with different versions that appealed to different users like Dyson Absolute, The De Stijl and the Antartica also helped the success of the Dual Cyclone technology capture a larger market share. Education of both the retail staff through the use of demo models and discounted pricing and of the public through television advertising also played a key role in the success of the brand. Assignment Question 2: Dyson’s service strategy was direct model aimed at ensuring and exceptional service experience for the customer. Not out sourcing gave Dyson control over the training and methods used in servicing the customer. An in-house team of experts would respond to calls place to the helpline number that is printed on all the Dyson products. To incentivise knowledge share the service teams were split into pods of six who would work together and have knowledge sharing breakout sessions. As the team...
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...Increase uptake of Smoking cessation services in deprived areas Background Tobacco is a major killer. About half of the smokers die prematurely due to smoking related diseases. The most recent estimates show that around 114,000 people in the UK are killed by smoking every year, accounting for one fifth of all UK deaths (Peto, R. et al). People under 35 who never stop smoking may lose 10 years of life expectancy. In the UK about 30% of smokers attempt to quit, of whom 3% to 6% are successful (1% to 2% of all smokers). Almost all smokers try to quit without professional support from NHS, private clinics or workplace schemes. An analysis of quit attempts made by Scottish Index of Multiple Deprivation (SIMD) category shows the largest numbers to be in the most deprived categories and the smallest in the least deprived, Scottish Household Survey estimates (2005/2006) of smoking prevalence by deprivation quintiles show a smoking prevalence rate of 41% in the most deprived areas and 13% in the least deprived areas. People from deprived background are underprivileged in terms of income, employment, housing, education and most importantly access to health services. So while planning smoking cessation intervention for people from deprived background these factors need to be taken into consideration. For instance costly habit of smoking causes burden on this poor man’s household budget. One survey found that if both partners smoke, they could be spending as much as 15% of...
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...Burnout Stress Syndrome in Indian Business Process Outsourcing Industry Kenan Besirevic Georgia College and State University Abstract Business process outsourcing (BPO) industry in India is an ever growing giant in the Information Technology Enabled Services Industry. Sengupta et al, (2012) study shows the industries growth and progression, some fifty percent per year is superior to any other industry in terms of job creation. However, even after such growth and promising future, the industry is facing constant attrition. Attrition is mainly brought upon the industry by its own business practices. Indian BPO industry if facing attrition from its workforce and others who see the industries practices as ones that are altering the culture and taking advantage of thousands of young workers. Young workers, eager to get a BPO job transition from high school straight to the outsourcing industry forgoing college education. The industry mainly serves Western customers and thus requires its workforce to assimilate to their culture in other to better serve them. Many Indians are forced to mask their natural accents and adapt a locational presence, and even use a western name. Such demands have created a sense of shame to be identified with Indian culture for many BPO workers. Aside from cultural and traditional complexities many BPO industries nature of work is unethical and stressful. Many young workers who are fighting to get ahead are finding themselves eating and breathing their jobs...
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...Global Interaction The melding of Western business structure and Eastern work philosophy impacts all of us in the evolution of the global marketplace. Office Tigers corporation is located in Chennai, India. Two New York bankers founded Office Tigers - a six-year-old business that rapidly expanded to employ over 3500 individuals on three continents. The science fiction movie “American Daylight” looks into the year 3000, Earth has been ruled for 1,000 years by the Psychlos, a brutal race of giant humanoid aliens that abuse humans. If globally the International Labor Organization establishes guide lines to stop the exploitation of human beings now, people all over the world could look forward to job security, health benefits, 40 hour work week and more. Human beings could see the light of day. The goal of Office Tiger is to provide its clients - which consist primarily of law firms, investment banks, and consultancies – with highly secure processing of sensitive documents. The owners use energetic efforts to motivate employees, the ultra-competitive nature of the workers who sacrifice their social lives for twenty-hour workdays, and team manager's delegating their work and getting things in on time. Office Tiger never has to lock their door. The insight to the work ethic in the parts of the world currently developing economically are abusive. We see the long hours, the testing working environment and the rigorous employment selection and the pressure put on...
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...Attempt Only 4 Case Study CASE – 1 MANAGING HINDUSTAN UNILEVER STRATEGICALLY Unilever is one of the world’s oldest multinational companies. Its origin goes back to the 19th century when a group of companies operating independently, produced soaps and margarine. In 1930, the companies merged to form Unilever that diversified into food products in 1940s. Through the next five decades, it emerged as a major fast-moving consumer goods (FMCG) multinational operating in several businesses. In 2004, the Unilever 2010 strategic plan was put into action with the mission to ‘bring vitality to life’ and ‘to meet everyday needs for nutrition, hygiene and personal care with brands that help people feel good, look good, and get more out of life’. The corporate strategy is of focusing on bore businesses of food, home care and personal care. Unilever operates in more than 100 countries, has a turnover of € 39.6 billion and net profit of € 3.685 billion in 2006 and derives 41 per cent of its income from the developing and emerging economies around the world. It has 179,000 employees and is a culturally-diverse organisation with its top management coming from 24 nations. Internationalisation is based on the principle of local roots with global scale aimed at becoming a ‘multi-local multinational’. The genesis of Hindustan Unilever (HUL) in India, goes back to 1888 when Unilever exported Sunlight soap to India. Three Indian, subsidiaries came into existence in the period 1931-1935...
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...As Information Technology is increasing rapidly IT organisations should keep up-to-date with changing guidelines, software and hardware and skill set. The most of common challenges most of the IT industry face are: disaster recovery, platforms, security and consultants (Small Business - Chron.com, 2013). Information technology has become the essential part of the telecommunications industry. Today every organization is facing the task of balancing the need of have a sophisticated Technology with the need to keep the cost of IT reasonable (atkearney.com, 2010). Telstra at its current growth phase faces host of different challenges in all sectors of its business. Network Management The Telstra has recently look to invest heavily on fast expansion of 4G network (Lemay, 2013). The decision for this expansion was taken to limit growth and reputation of its competitor Vodafone in the 4G race. This huge investment has led to expensive 4G tariff to existing and new Telstra customers when compared to its competitors like Optus. The reason for the above problem is due to poor network planning. According to Finchman and Kemerer (1999), introduction of new technology is always greeted with great sense of enthusiasm and enjoy widespread initial attainment, however it fails to be carefully deployed among many firms. They propose to have diffusion modelling curve to solve above problem. In a diffusion modelling curve Company should jot down the time they take for acquisition and...
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...BPO in India – an overview Contents I. Introduction II. What is BPO? • Types of BPO • Key services in various sectors III. Indian BPO Market IV. Market Segments and Trends • Banking sector • Insurance • Healthcare • Media/Publishing • Offshore Software Development • Network Outsourcing Services • HR Outsourcing V. Popular destinations VI. Employment opportunities VII. Key players in the market a. Indian companies b. MNCs VIII. Global competition IX. Future/outlook I. Introduction: Late 90’s has opened a new chapter in Information Technology (IT) sector in India – Business Process Outsourcing (BPO), one of the fastest growing segments of the Information Technology Enabled Services (ITES) industry. Cost conscious companies in the world to gain cost savings has set up their back office operations in India. The BPO segment, which was virtually non-existent till a few years ago, has risen to be a US $2 billion industry and IDC expects it to grow at a CAGR of 54 per cent till 2006 to reach US $12 billion. A major portion of the revenues today come from customer care and back office processing services, according to IDC’s report. II. What is BPO? BPO is the contracting of a specific business task, such as payroll, to a third-party service provider. Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but does not depend upon to maintain their position in the...
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...An investigative report demonstrating the extents in which Bank of The Bahamas went through in order to survive during the recession. Research Paper Supervisor: Mrs. Gaitor Name: Ariana McWeeney Word Count : 2,518 Table of Contents Page Cover Page ………………………………………………………………. 1 Abstract …………………………………………………………………….3 Introduction…………………………………………………………… 3-4 Body ………………………………………………………………………. 5-14 Conclusion …………………………………………………………….. 15 Bibliography……………………………………………………………16-17 Abstract In this research paper I will be studying how Bank of The Bahamas continues to survive through the recession and the extents in which they went through in order to not suffer. The purpose of this research paper is to analyze the bank and the efforts they undertook to survive such a devastating time to the economy. The key resources used in this research paper was primary research in which I had an interview with the managing director of Bank of The Bahamas. In addition to that I’ve used reliable online articles and IB Business and Management textbooks to investigate this topic to my fullest extent. INTRODUCTION This investigative report will demonstrate the extents in which Bank of The Bahamas went through in order to survive during the recession. This topic interests me because the recession is impacting not only The Bahamas but also everyone around the world. Many banks and businesses have had to close but Bank of The Bahamas in particular went through...
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...The role of ICT in Retail sector India is on the brink of becoming an economic power house ready to unleash its largely untapped potential for those who willing to take right steps forward. Over the last few years, retail has become one of the fastest growing sectors in the Indian economy. ICT has changed modern business practice, making collaborative supply chain management possible.The paper evaluates the role of ICT in the operations of retail organization. The purpose of this paper is to address the critical role-play of Information Technology and IT enabled Services (ITeS) in Retail sector, which is booming in India, and a lime-light into security concerns and other important areas such as system integration, a right business intelligence (BI) solution, and technology for sales & customer care, etc.Large and medium retail houses need to look at an efficient integration with external and internal functional participants (Suppliers to POS), thus need of smart and secured networking. People and training them is also an integral part of the total infrastructure management, therefore technology advancement is considered to be cost effective and just-in-time-update. Keywords: Store operations, Information technology in retail store ,Supply Chain Management (SCM), Customer Relationship Management (CRM),IT enabled services. Introduction: Retailing is a “technology-intensive industry. It is a well-known fact that the retail industry always works on razor thin margins and...
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...Preposition for Tata Motors 2 As a part of his induction Prabir had visited Tata Motors’ manufacturing & assembly plants in Jamshedpur, Pantnagar, Lucknow, Sanand, Dharwad and Pune. He met employees at not just these manufacturing units but also the sales and marketing offices across the country and the R&D centres. “I think we are doing just the right things that any company should. However, I find one best practice in one location is very different from how it is practiced in another location. As someone who is still new to the culture, I am still to discover ‘One Tata Motors’ way of doing things when it comes to employee initiatives”. He had commented. Having said that, the average attrition rate of 9%, was way below the industry average of 13.3%. There were employees who had been in the system for 24 to even 35 years and they carried a lot of tacit knowledge. This needed to be transferred and documented for the next gen. What bothered Prabir was there were still some quarters of the organization which suffered from attrition which was more than the company and industry average. In particular, the Sales & Marketing functions and one of the Greenfield locations had an attrition of around 15%. With the talent requirement in the managerial cadre alone going up to as many as 3500 in 2011-12, Tata Motors may need a multi-pronged strategy to get the best in class...
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...Subversion in Two Call Centres Phil Taylor and Peter Bain Organization Studies 2003; 24; 1487 DOI: 10.1177/0170840603249008 The online version of this article can be found at: http://oss.sagepub.com/cgi/content/abstract/24/9/1487 Published by: http://www.sagepublications.com On behalf of: European Group for Organizational Studies Additional services and information for Organization Studies can be found at: Email Alerts: http://oss.sagepub.com/cgi/alerts Subscriptions: http://oss.sagepub.com/subscriptions Reprints: http://www.sagepub.com/journalsReprints.nav Permissions: http://www.sagepub.co.uk/journalsPermissions.nav Citations http://oss.sagepub.com/cgi/content/refs/24/9/1487 Downloaded from http://oss.sagepub.com at SAGE Publications on July 31, 2009 1487 Authors name ‘Subterranean Worksick Blues’: Humour as Subversion in Two Call Centres Phil Taylor and Peter Bain Abstract Phil Taylor University of Stirling, UK Peter Bain University of Strathclyde, UK This article engages in debates stimulated by previous work published in Organization Studies, and more widely, on the purpose and effects of workers’ humour and joking practices. The authors emphasize the subversive character of humour in the workplace, rejecting perspectives which see humour as inevitably contributing to organizational harmony. Drawing on methodologies, including ethnography, which permitted the authors to penetrate the organizational surface of two call centres, rich evidence...
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...ABSTRACT This project is based on “BPO INDUSTRY IN INDIA”. Business Process Outsourcing is the delegation of one or more of the business processes to an external provider, which in turn owns, manages and controls the selected processes based on some specific standards. It was started in India in early 1980’s by the British Airways who set-up their captive unit in Delhi. BPO in India starts with low-end data entry processes, but now it moves up the value chain and deals in core business processes also. Both voice and non-voice BPO Industry exists in India. Various types of services are performed, call centres being the attraction today for the youth. BPO operates through three types of business models viz. - Transactional, Niche and Comprehensive. Finance and Accounting has also set its significant place in BPO pie. In 2008, BPO industry generates USD 12.8 Bn revenue, out of which exports revenue was USD 10.9 Bn. It will achieve USD 14.8 Bn by the end of 2009 (expected) and is expected to achieve USD 60 Bn by 2012 and USD 225 Bn by the end of 2020. Cost competitiveness and talented pool of human resources are the key drivers in the growth of BPO industry, but still some factors such as underdeveloped infrastructure and competition from other low-cost countries are providing challenge to the Indian industry, which needs to be addressed carefully by the cooperation of government, NASSCOM and industry itself. Still, India is shining in the...
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