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A reportOn

Human resource practices in reliance communications

BYASHINI MODY

ENROLLMENT NO:(08BS0001751)

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A reportOn

Human resource practices in reliance communications

COMPANY GUIDE:

NAME: MS. POOJA DESAI(DEPUTY MANAGER, RELIANCE COMMUNICATIONS)

FACULTY GUIDE:

NAME:MR. PRADOSH MISHRA(HUMAN RESOURCE MANAGEMENT FACULTY)

ICFAI BUSINESS SCHOOL, AHMEDABAD

ASHINI MODY

ICFAI BUSINESS SCHOOL, PUNE

ENROLLMENT NO.: 08BS0001751

Email ID:ashinimody@yahoo.co.in

CONTACT NO. 9925722427.

The report is submitted as partial fulfillment oftherequirement of MBA Program ofIBS

mailto:ashinimody@yahoo.co.inmailto:ashinimody@yahoo.co.inmailto:ashinimody@yahoo.co.inmailto:ashinimody@yahoo.co.in

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ACKNOWLEDGMENT

At the outset I express my gratitude to ICFAI Business School for permitting me to undergo my summer

internship project work at Reliance Communications Pvt. Ltd.

I am grateful to my Company Guide, Ms. Pooja Desai, Deputy Manager, Reliance Communications who has

motivated, coordinating and helping me in all ways and also in enabling me to present an effective and efficientdocumentation of my project.

throughout my project.

I am thankful to my College Guide, Mr. Pradosh Mishra, Faculty, IBS Ahmedabad, who has been guiding me

carrying out the project successfully.

I express my sincere thanks to Mr. Sharad Bhatt HR Head, Reliance Communications, who has instilled in me

the confidence to carry out the project.

I do thank my family, friends and well-wishers who have been rendering their kind support in achieving this

endeavor.

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ABSTRACT

The project is being conducted on Human Resource practices in Reliance Communications, Ahmedabad. This

will cover the total HR system i.e. from Manpower Planning to Separation and its process system.

The project will provide the information like companys vision, mission, code of conduct/ethics keeping in

mind the existence of people respect approach and each individuals responsibility. The objective of the study

as above is mainly to ensure the activities are well controlled and activate by companys HR Committee for

effective return of HR values. In detail the project will address HR Planning, Recruitment followed by well

organized Interview and Selection process and subsequently evaluated in a right manner. Now, the project will

start with actual human resource management activities which will be logically divided into sections likeInduction, Compensation, Performance Management System, Training and Development, Engagement System

and finally systematically Employee Separation.

The project will address about standard module for Induction program whose objective is to ensure all new

recruitees are provided with key information at the beginning about operations system and requirement of laws

It will also describe mapping of competencies which are key process of identifying competencies need of the

organization E.g. proper job evaluation, training etc. This will help in arriving at right designation and

compensation. It will be carried out with a framing of Cost to Company and Salary Bands.

Besides Performance Management System in which after proper training on its performance system i.e. Balance

Scorecard which works as a tool that translates an organization's mission and strategy into a comprehensive set

of performance measures that provide the framework for a strategic measurement and management system

Under Performance Management System, Balance Scorecard Method and other performance measuring tools to

be studied. The employees Key Result Areas are another major factor will be studied keeping in mind its

effectiveness on total development of the organization.

The companys Training and Development system and its analysis process for a proper feedback and

improvement steps will be studied in detail.

The study will cover motivational steps being taken by the management through reward and recognition for

overall encouragement to performance output. Under welfare measures the study will cover the Grievance

Handling system and employee facilities will be taken into study.

Lastly, the report will be ending by studying the policies and process carries out when employees leaving or

getting separate from the organization.

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TABLE OF CONTENTS

Abstract ..4 Introduction to Reliance Communications

Vision.7

Mission...........................................................................................7

HR Vision..........................................................................................7

Corporate Philosophy.............................................................................................7

Physical Identity.7

Structure.8

Organization Culture...........................................................................................9

Organization Set Up9

Organization Chart...10-11

HR Practices Recruitment/Manpower Planning13-14

Sources of Recruitment ..15-16

Emergency Recruitment Assignment17

Process of Selection...17

Interview..18-19

Joining phase.20

Induction/ Orientation..21-22 Compensation management

Job Evaluation23

Designation Roll Out.23Methodology..23

Cost to Company..24-25

Performance Management SystemIntroduction...................................................................27

Balance Scorecard28-29

Performance Excellence System..30-32

Training and Development...33-34 Engagement System.35-36

Grievance Handling.37-38

Seperation.39-40 Observations and Recommendations...41-42 Annexure.. 43 References 44

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INTRODUCTION TO RELIANCE COMMUNICATIONS

RelianceAnil Dhirubhai Ambani Group; an offshoot of the Reliance Group founded by Shri Dhirubhai H.

Ambani (1932-2002) ranks among Indias top 3 private sector business houses in terms of net worth. The grouphas business interest that range from telecommunications ( Reliance Communications Limited) to financial

services (Reliance Capital Limited) and the generation and distribution of power Reliance Infrastructure

(formerly Reliance Energy Limited).

Reliance - Anil Dhirubhai Ambani Group flagship company, Reliance Communications is Indias largest

private sector information and Communications Company with over 57 subscribers. It has established a pan-

India, high capacity, integrated (Wireless and Wireline), convergent (voice, data and video), digital network, to

offer services spanning the entire communications value chain. Other major group companies- Reliance Capital

Reliance Infrastructure (formerly Reliance Energy) are widely acknowledged as the market leaders in their

respective areas of operations.

Reliance Communications offers a complete range of telecom services, covering mobile and fixed line

telephony including broadband, national and international long distance services, data services and a wide range

of value added services and applications that will enhance productivity of enterprises and individuals.Reliance India Mobile, the first of Reliance Communications initiatives was launched on December 28, 2002

the 70th

birthday of the Reliance group founder, Shri Dhirubhai H Ambani.

This marks the beginning of Reliances dream of ushering in a digital revolution in India by becoming a major

catalyst in improving quality of life. It aims to achieve this by putting the power of information and

communications in the hands of the people of India at affordable costs.

Reliance Communications will extend its efforts beyond the traditional value chain to develop and deploy

telecom solutions for Indias farmers, business, hospitals, government and public sector organization.

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VISION

Companys vision is to leverage their strengths to execute complex global- scale projects to facilitate leading

edge information and communications services affordable to all individual consumers and business in India.

They offer unparalleled value to create customer delight and enhance business productivity. The company willalso generate value for our capabilities beyond Indian borders and enable millions of Indias knowledge

workers to deliver their services globally.

MISSION

The company want to create an integrated infrastructure with state of the art digital technology to provide

innovative, cost effective and world- class convergent services to our customers. They are Indias defining

service provider and the most preferred one.

They are the dominant player in the telecom industry and among the Top Telcos in the world.

HR VISION

Facilitate, coach and enable best-in class and leading edge HR practices across the extended enterprise of

Reliance Communications and thereby nurture a customer centric, positive-energy organization which will

maximize stakeholder satisfaction.

CORPORATE PHILOSOPHY- THINK BIGGER THINK BETTER

It is the driving force and a way of life across Reliance Anil Dhirubhai Ambani Group. Its not just about the

scale. It is about stretching the boundaries of thought and action in every field. To them this motto is a call to be

dissatisfied with the mediocre and to better the best. From merely following global benchmarks, it shifts focusto create world standards.

Reliance Communications had introduced a new image that each one of us must strive to communicate to the

entire world. They had introduced Brand Cube- A tool that enables all of their work towards a common goal

of communicating the momentum, scale, optimism and human face of their brand.

PHYSICAL IDENTITY

LOGO- Logo of Reliance in 3D type face. It reflects commitment and passion to shape a better future.

LEGEND- Legend Anil Dhirubhai Ambani Group echoes promise to uphold the trust people place in them.

APEX- Symbol, the Apex is an abiding reflection of their hope and desire to reach higher.

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RELIANCE

COMMUNICATIONS

WIRELESS

(MOBILE)

ENTERPRISE

(BROADBAND)

SHARED SERVICES

(COMBINED)

WIRELESS

SALES RETAIL HRCSDCWGMARKETIN

G

PCOBUSINESS

COMMERC

IAL

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ORGANIZATION CULTURE

Basically, organizational culture is the personality of the organization. In Reliance Communications, Culture is

comprised of the values, norms, organization members and their behaviors.

Corporate culture can be looked at as a system. Inputs include feedback from, e.g., society, professions, laws,Enable Learning, flexible/ Entrepreneurial, Empowerment, Rewards for Results etc. The robust process is based

on values and norms, e.g., values on money, time, facilities, space and people. Outputs or effects of our cultureare, e.g., organizational behaviors, technologies, strategies, image, products, world class services, customer

focused, etc.

ORGANIZATIONAL SET UP

Organizational set up represents the formal structure of a firm in terms of authority and relations. As in

RCOMM as follows:

DHIRUBHAI AMBANI DHIRUBHAI AMBANIKNOWLEDGE CITY HEAD OFFICE KNOWLEDGE CITY HEAD OFFICE

HUB GUJARAT, MUMBAI, MAHARASHTRA AND GOA

CIRCLE GUJARAT

CLUSTER AHMEDABAD, SURAT, VADODARA, MEHSANA, RAJKOT

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ORGANIZATION CHART

In Reliance Communications, the formal structure of an organization can be represented in an organization chart

below. It graphically shows the hierarchical authority, rules and responsibilities, functions and relations within

an organization. It is the most challenging and important role because it influence and interconnects the

business and corporate strategy, marketing and decision making, communication, finance, investing and

leadership within any organization. The current structure of RCOMM is as follows:

HUB HEAD

(GUJARAT, MUMBAI,

MAHARASHTRA AND

GOA

CEO 1

CIRCLE HEAD

MUMBAI

CEO 2

CIRCLE HEAD

GUJARAT

CEO 3

CIRCLE HEAD

MAHARASHTRA AND

GOA

SALES

HEAD

RETAIL

HEADBC

HEAD

PCO

HEAD

MKTG

HEAD

CWG

HEAD

CSD

HEAD

HR

HEAD

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Here are the structures of the organization of Gujarat to get an idea about the overall structure of different

regions.

LETS TAKE AN EXAMPLE HOW THIS STRUCTURE WORKS:

CLUSTER PCO LEAD CLUSTER- HEAD

DUAL REPORTING

CIRCLE- PCO HEAD

CLUSTER MARKETING CLUSTER- HEAD

DUAL REPORTING

CIRCLE MARKETING HEAD

GUJARAT

SALES HEAD

DISTRIBUTIO

N HEAD

O/B HEAD WIN HEAD RDEL HEADCLUSTER

HEAD

FWP HEAD

CLUSTER

HEAD

DISTRIBUT

ION LEAD

SALES

LEAD

HR

LEAD

CSD

LEAD

CWG

LEAD

MKTG

LEAD

PCO

LEAD

BC

LEAD

RETAIL

LEAD

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HR PRACTICES

RECRUITMENT

MANPOWER PLANNING

EVALUATION IDENTIFYING THE REQUIREMENTS

RECRUITMENT

INDUCTION SETTING THE BUDGET

SELECTION

PROCESS SOURCES OF

RECRUITMENT

It has covered into 3 phases i.e. Pre-Joining, Joining and Post-Joining

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MANPOWER PLANNING

In Reliance Communications, Functional Heads and Chief Executive Officer discuss together and make a wholeframework for the coming year. The process of Manpower Planning starts with understanding the organization

objectives and translating them into requirements of employee over a period of time by setting budget keeping

in mind the present/ future needs and past records and experience of the whole year. Assessing the size,

productivity whether need to increase or cut off, analysis is being made with the help of KRA (Key Result

Areas). The decision is taken by References, Meetings, Get-to-gather; corporate meetings to ensure that right

resources are available for its unhindered growth and development.

Like during launching of CDMA, the company gets an idea from his experience which helped them to improve

and to increase its productivity during launching of GSM.

ISSUES MANAGEMENT PORTAL:Employee HR Issue Portal is available athttp://10.176.18.20/GUJHR.

Employee Issue tracker is a web based application that enables an employee to share any of his/

her issues related to HR function.

It will also enables the HR function to maintain a complete database of all HR related Issues of

any employee proposed system.

An employee across GujaratPersonal Business can post their issues related to HR on this

system related to Salary, Leave/ Attendance, Infrastructure and others.

All the daily activities are carried out through system i.e. portal.

http://10.176.18.20/GUJHRhttp://10.176.18.20/GUJHRhttp://10.176.18.20/GUJHRhttp://10.176.18.20/GUJHR

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PRE-JOINING PHASE

RECRUITMENT

In Reliance Communications, E-Recruitment is carried out. Mostly all work of Recruitment is carried out on

Portal base which somehow saves time and cost.

BUDGET POLICYThey fixed a budget for Recruitment at the starting of each year including Interview Cost, Salary,

Consultation fees, time taken etc.

They also keep alternatives while setting budget whether any references to be taken/ In House Talent is

done which will reduce cost.

If any video conference been taken then it will charge higher cost.

GENERIC PROCESS/ RECRUITMENT PERIODIt is an on-going process.

It is bifurcated quarterly.

The most important position in the company is recruited in the 1st

Quarter followed by the least

important position Quarter wise.

If any important position leave the organization or recruitment is made for critical position then it should

be taken immediately before any other positions.

RECRUITING YIELD PYRAMID

Offer 1:2 10 Offer is made

Interview Offer 3:2 20 Candidates Interview

Invites To Interview 4:3 30 Candidates Invited

40

Leads 5:1 200 Candidates Contact

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SOURCES OF RECRUITMENT

INTERNAL EXTERNAL

In House Talent Job Portal

(Available position is posted on company Intranet.) (ID is created on RCOM through which the

employees or HR can open the portal.

(Submit the key requirements like Job Descriptions and Job Specifications in the

Resumes and search for the suitable candidates.)

Employee ReferralsConsultants

(Employees are encouraged to refer a candidate (Consultants to be contacted and informed

with whom they have worked or have informal contact.) about the requirements and Job Description

(For employing close relatives of Senior Executives and Job Specifications to be submitted)

at the department head, prior consent to Director is taken.)

Head Hunting

(Mapping of whole Telecom Industry is done.)

(Consultants get details and approach the suitable

candidates or management directly approach to them.)

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SOURCES OF RECRUITMENT INTERNAL SOURCING

Suitable candidates are searched within the organization (In House Talent) which could be relocated/

redeployed.

Available position is posted on company Intranet.

Considers their abilities, potential and aspirations.

This process is co-ordinated by Corporate HR.

EMPLOYEE REFERRALSEmployees are encouraged to refer a candidate with whom they have worked or have informal

contact.

Employees can check on Intranet and select appropriate vacancy within the organization.

Submit Resume of prospective candidates.While going for informal contact of any employees friends/ relatives, the care is taken that they

should not be in a same floor or in a same department.

For employing close relatives of Senior Executives at the department head, prior consent to Director

is taken.

EXTERNAL SOURCES JOB PORTALS ( Naukri.com and Monster.com)

ID is created on RCOM through which the employees or HR can open the portal.

Submit the key requirements like Job Descriptions and Job Specifications in the Resumes and search

for the suitable candidates.

CONSULTANTSIf it was unable to find through Job Portals, consultants will be contacted and informed about the

requirements and Job Descriptions and Job Specifications will be submitted.

After consultants submit the candidates information to the company, HR will contact the candidate

followed by Preliminary Interview and go through the various process of Interview.

HEAD HUNTINGMapping of whole Telecom Industry is done.

Know the employer position and get details about it.

Sometimes they might give it to the consultants to get details and approach or sometime direct

approach is made by the company.

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EMERGENCY RECRUITMENT ASSIGNMENTS

In case of Emergency, it range Manpower Planning hire more employers as per its requirements.

Work is given to more number of consultants and also search is made more on CVs on net.

Advertisement is given on newspapers.

But it does not affect the Budget, as Budget remains the same as everything has been set in thestarting of the month.

PROCESS OF SELECTION

Resume/ CVs Review

Screening of Applicants

Conducting test & Evaluation

(Campus Recruitment for Management student i.e. Aptitude test and Engineering

Student GET are designed to evaluate different aspects which is followed by Personal Interview)

Preliminary Interview/ Telephonic Interview

(It is conducted by HR gather the more obvious facts and information which enable to evaluate the interviewee on the

basis of appearance and quality of communication.)

Core and Departmental Interview

(It is more functional Interview in which supervisor will take the interview which will be followed by

Departmental Head also.)

Interview by DAKC for WIN Project

Salary Negotiations

(Submitting salary slips of the previous company and academic certificates and going through all the documents, the

company will give rise upto 25% from the previous salary.)

Reference Check

Medical Check Up

Job Offer

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INTERVIEW

POLICYResumes are screened based on identified skill requirements and Job Description for its position.

Candidates are assessed on behavioral and personality characteristics, functional and managerialcompetencies and other factors like education, experience etc.

Interview Panel rates the candidate according to its performance and takes the selection decision.

PROCESS OF INTERVIEW(1)Preliminary Interview by HR

HR Resume Analyze acc. to If found suitable Preliminary Interview

Shortlist company requirements Telephonic Interview

(JDs, Company Policies)

(2)Interview by Functional Head

Suitable candidates being called.

Interview taken by Supervisor (It is more functional Interview in which supervisor will take the

interview).

If Positive If Negative

HR will ask about joining dates, HR will try to close interview properly.Salary expected etc.

(3)HR and Supervisor will have to approach to Department Head and once they are shortlistedwhich are being interviewed by Functional Head.

Basically it takes 4 rounds of Interview when it is arranged for any Lead level followed by

Preliminary Interview carried out by HR, Functional Head, and Departmental Head and also by

CEO (Chief Executive Officer).But when any recruitment is carried out for WIN project i.e. Rural Project, then the interview is

also taken by DAKC after all the above 4 rounds.

When the interview is taken for any Executive level then 2 rounds of interview is carried out i.e

Preliminary Interview and interview by Supervisor.

All these interviews are always carried out Personal Interviews which sometimes carried out by

Stress Interview for more Lead level.

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CAMPUS RECRUITMENT

While going for any Campus Interview for management trainees then followed by Aptitude test

which are shortlisted by cut offs and Personal Interview.

For engineering students, GET test is carried out for Network test.

But while carrying out these interviews, 1 HR is always accompanying to Heads to ask questions ontheir work experience, CTC, its expectations, reasons to leave etc.

SALARY NEGOTIATIONSAfter the applicant get shortlisted, they need to submit their salary slips of the previous company

and academic certificates and then going through all the documents the company will give rise upto 25% from

the previous salary. But the company has to follow Salary Bands and Designation Roll Out while setting up

salary. The company wont go for the applicant who expect more than its salary bands unless there is some kind

of urgency.

REFERENCE CHECKThe candidate is being contacted and informed about decision to conduct a reference check with the

referees whose names have been provided in the personal History Form.

MEDICAL CHECK UPAll selected candidates are required to undergo pre-employment Medical Check-Up as a part of

Selection process.

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POST-JOINING PHASE

INDUCTION/ORIENTATION

1 Day induction programme is offered to all new employees by respective Circle/ Entity HR. This program

provides information of the following:

Hiring of an employee into the system

Filing of Personal History Form an Employee Joining Kit

Introduction about ADAG Group (Anil Dhirubhai Ambani Group)

Introduction about organization Business, Function and Sub Function

Information about CTC

Information about HR policiesIntroduction about ESS (Employee Self Service)

DAKC visit- for DAKC Employee (Dhirubhai Ambani Knowledge City)

Handover to the respective Department

The program shares the companys strategic objectives, organization structure, processes and systems.

Presentations are made by representatives from business units and functions.

Every employee is assigned a user ID and password to access Employee Self Service (ESS).

It is integrated with our ERP-SAP.

ESS is a system for the orientation of the employees helpful in their day to day activities. The

information includes information related to Attendance, leave, Salary, Reimbursements, Income Taxrelated query, CTC, Pay Roll, Personal Information, Provident Fund, R-Matrix, Form Download etc.

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EMPLOYEE JOINING KIT

Joining Report

Brief personal Details Forms

Statutory Forms

Provident Fund

PF Transfer Form (in case if employee wish to transfer the PF accumulations from the previous

employer)

PF Nominations Form (for Joining in Reliance PF Trust)

Gratuity

Gratuity Nomination Form (for Joining in Reliance Gratuity Trust)

Superannuation

Superannuation nomination form

Medical

Personal Accident Insurance Coverage FormPersonal Accident Insurance Nomination Form

Hospitalization and Medical Expense Insurance Coverage form for Family Members (only for

L3/L4)

Declaration form for Dependent Parents for Hospitalization and Medical Expense Insurance

Coverage

Health Declaration form for Dependent parents for coverage under Hospitalization and medical

Expense Insurance

Office Timings and Working Hours

Know Leave Details

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COMPENSATION MANAGEMENT

JOB EVALUATIONJob Evaluation is a systematic process of analyzing and evaluating jobs to determine worth of each job

in an organization.

It forms the basis for designing the compensation management system.

It is a technique to rank jobs in an organization on the basis of duties and responsibilities assigned to the

job.

Job Evaluation Process results in a job being assigned to a pay grade.

Pay Grade is associated with a pay range i.e. defined by maximum pay rate.

DESIGNATION ROLL OUTThe current system operates on a four tiered system.

L1Leadership

L2Team Lead

L3Team Member

L4Team Support

Introduction of New Designation SystemBringing in clarityPositioning people according to roles and responsibilities.

Bringing about a sense of achievement and pride.

Attaching a definite Salary bands.

When the company benchmark its roles, responsibilities and compensation with its competitor, the

emerging results will be more realistic.

Providing Career Growth Opportunities.

Helps to bring in alignment with the industry practice of having multiple designation.

Designation would help in positioning of each employee as per role, responsibilities, experience etc.

Some of the major Consultants who facilitate the exercise are Hays, Mercer, Hewitt and Anderson.

The manager and senior employees who have thorough knowledge assign scores and weightages to

certain parameters.

Parameters are knowledge, experience, education, breadth of responsibility, span of control, interactions

Strategic Intent factors like Business Acumen, Risk taking Customer intimacy and operational

excellence required for effective execution of the Role.

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MethodologyDesignation validated by:

Market designation benchmark study.Examining Compensation bands of emerging role clusters.

Reporting structure as per new organization designation.

Business Head Concurrence taken on all designations.

Designation of top 100 employees to be validated by the top management.

COST TO COMPANY (CTC)Reliance Communications have one of the most beneficial plan for CTC as it helps employees to save itstax on the basis of Choice Pay which offers 60% of its Fixed Salary which is tax free. But Basic Pay is

40% of its fixed Salary which includes Basic Salary, provident Fund, Gratuity and also

Superannuation(for the employees who had covered 5 years in an organization). The following is the

framework:

Cost to Company

40% Base Pay 60% of Choice Pay

CTC Components1) BASE PAY= BASIC

+ GRATUITY

+ PROVIDENT FUND

2) CHOICE PAY3) PERFORMANCE LINKED INCENTIVE

BASE PAY40% of Fixed Salary

Basic Salary

Employer Contribution to PF @ 12% of Basic Salary.

Employer Contribution to Company Gratuity Fund @ 4.81% of Basic Salary.

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BENEFITS MEDICAL INSURANCE

Group Personal Accident Scheme

Hospitalization for Self and family

Hospitalization for Dependent parents.

GROUP PERSONAL ACCIDENTDeath 100% of Sum Insured

Permanent Total Disablement 100% of Sum Insured.

Loss of Two Limbs/ Two eyes 100% of Sum Insured.

Loss of one limb/ one eye 50% of sum insured

Permanent partial Disablementvaries from 1% to 75% of sum insured as per policy.

Temperorary Total Disablement 1% of Capital Sum insured per week to maximum of 5000 per week formaximum period of 100 weeks.

HOSPITALIZATIONOf Dependent Parents

Minor

Ailment

Major Maximum Dental Eye

Sum Insured 40000 40000 80000 1500 500

Emergency Medical Loan for self, spouse, dependant parents and Dependent children.

MEDICLAIM POLICY ANNUAL HEALTH MEDICAL CHECK UP

Over 50 years completed more than 3 years.

ZERO BALANCE BANK A/C

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PERFORMANCE MANAGEMENT SYSTEM

Performance Management System is an integrated tool by improving organizational performance by setting

SMART goals for employees, evaluating employee performance and promoting right employees to critical

position and improves the poor performer.

It helps to measure the standards of the employees and evaluate on the basis of results fulfillment of core

responsibilities and individual contribution.

It is further used to increase the objectivity and accuracy of measurement of performance by increasing

alignment between individual and organizational goals. It increases the performance reward linkage as well as

linkage with other HR systems.

Planning employees performance involves establishing the standards or measures like KRAs (Key Result

Areas), Individual Contribution Areas and Core Responsibilities.

This system consists of 4 key drivers:

Appraiser / Manager

Appraisee / Incumbent

Reviewer

HR

KEY DRIVERS ACTIVITIES

Appraiser/ Manager An individual who helps to plan employees performance, appraise itsperformance by assessing it and also provides continuous coaching and

feedback.

Appraisee / Incumbent An individual who is assessed at his own performance.

Reviewer An individual who is responsible to finalize the performance plan and

also evaluate the final score submitted by the Manager.

HR He is a facilitator who would provide guidelines, support, dispute

resolution and align individual goals with organizational goals.

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BALANCE SCORECARD

Under Performance Management System in Reliance Communications, Balance Scorecard is used as aPerformance Measuring Tools. This tool is used to align business activities to the vision and strategy of the

organization and translate them into action.

How is it useful?It provides a framework of performance measurements and helps to identify what is to be done and

measured.

It provides feedback on both internal business processes and external outcomes to continuously improve

Strategic performance and Results.

INNOVATION OF BALANCE SCORECARD

The Balance Scorecard is designed keeping KRAs (Key Result Areas), Individual Contribution Areas and

Core responsibilities in consideration.

KRAs (Key Result Areas)

It describes performance goals- business, functional and behavioral with defined time frames and are

decided by the management (Circle Head/ Functional Head).

KRAs are divided into 6 broad measurement dimensions which are Financial, Customer, Internal

Process Projects and Societal.

Every employee need not have KRAs in each of these measurement dimensions.

ICAs (Individual Contribution Areas)

These are the quantitative or qualitative measures which will be defined through conversations between

the employee and manager.

They have been divided into 3 categories Learning & Growth, Special Projects and other Job

Responsibilities (Unplanned Activities/Unforeseen Activities).

CRs (Core Responsibilities)

It is ongoing tasks or outcomes based on day to day work of an individual.

Not pre-determined targets at the beginning of a performance period.

But the following four perspectives are important perspective that are taken into consideration. They

are:

Financial Perspective

Customer Perspective

Internal Business Process

Learning & Growth Perspective

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FRAMEWORK OF BALANCE SCORECARD

The format is carried out under all 4 perspectives in which it will cover Key Result Areas, ICAs and CRs.

Objective Measure Weightage Target Actual Rating

It will provide with final score S = (W1.R1 + W2. R2 +Wn.Rn)

These ratings will be put together and form Final Consolidated Performance Score which will be followed by

Manager, Employee and Reviewer Comments.

This process of Normalization will ensure that performance of each individual is aligned with the performance

of the business, sector and corporate. These modifications will be done though an automated system to the

percentage of high performers in a business that has achieved its KRAs is greater than the percentage of otherhigh performers in a business that has not achieved its KRAs.

PERFORMANCE EXCELLENCE SYSTEM

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This system is formed into 3 phases:

Phase 1

Performance Planning

Phase 2Interim Review, Feedback & Coaching

Phase 3

Year End Performance Evaluation

Phase1- Performance Planning & Target Setting

In March- Performance Measures & Targets are set jointly by employee and manager.

The performance parametersKRA, ICAs and CRs will have weightages assigned by DAKC in order to come

up with a composite performance score. These weightages will be allocated on the basis of the role.

Besides this, each KRA, ICA and CR will have a weightage assigned to it depending on its importance.

Indicative overall weightages are given below:

DAKC Structure Business Network Shared Services

KRA: ICA: CR KRA: ICA: CR KRA: ICA: CR

Business Head 70: 30: 0 70: 30: 0 60: 30: 10

Function Head 60: 30: 10 60: 30: 10 50: 30: 20

Department Head 60: 30: 10 60: 20: 20 50: 20: 30

Team Head 60: 20: 20 60: 10: 30 40: 20: 40

Team Member 50: 20: 30 50: 10: 40 40: 10: 50

These weightages are fixed at the beginning of the year during the performance planning discussion between

employee and manager.

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Phase2- Interim Review of Performance

July & January- Quarterly Reviews, Interactive Feedback Session.

October- Midyear Review (Provision for revision of the performance plan).

Phase3- Year End Performance Evaluation

April- Assessment of achievement levels against targets by manager.

Final rating communicated to the employee.

Performance Rating SystemRating 1 Unsatisfactory The incumbent is not expected to continue.

Rating 2 Needs Improvement Incumbent should have an adequate development

plan to ensure high level.

Rating 3 Competent Satisfactory but more focus on improving.

Rating 4 Commendable Above average employee who meet most of allobjectives.

Rating 5 Exceptional Extraordinary performance. Exceeded most or all

set objectives by reasonable margin.

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Lets take an example of Calculation of Overall Performance Score

Performance figures and calculation for Area Sales Manager (Circle Webworld Operations). Following is the

weightage table.

Position Area Sales Manager (Circle

Webworld operations)

Perspective KRA- Measures Weightage Target Actual Score

Financial Revenue targets for the Webstorein the clusters

Profitability/ Sq.ft and over allstore profitability

20%

10%

Rs 4lakhs

Rs. 10

Rs.4.5lakh

s

Rs 9.75

5/1

3/0.3

Customer Customer Satisfaction index 25% 4.5 4.2 3/0.75

Process/

Innovation

Timely Franchisee fulfillmentand replenishment

Inventory turnover

10%

15%

24 hrs

4

24 hrs

3

4/0.4

1/0.15

Employee Mandays of training of storeteams

5% 15 13 2/0.1

Project Launch of broadband services intargeted stores

10% 7stores by

31st

March

7stores by

31st

March4/0.4

Society Promotional efforts/ events for

the disadvantaged sections ofsociety/ Tie-ups with NGOs 5%

10%

discount to

students

2initiatives

10%

discount

to students

2initiative

5/0.25

Overall Performance Score KRAs 3.35

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TRAINING AND DEVELOPMENT

The Training and Development practices are carried out by NIS Sparta which carries out different

Training and Development activities for the employees of Reliance. NIS Sparta is a Reliance ADAGroup company, and Asia's leading training, education and learning solutions provider. The company

customizes solutions for Top management, Middle management and Supervisory level in the areas of

Leadership and Management, Personal Effectiveness, Sales Maximization & Customer Retention

POLICYThe Employees and Appraiser together identifies specific areas for development to be implemented in

time bound manner.

The training needs/ developmental plans so identified shall be shared with the respective Learning and

Development Manager who facilitates in implementing the developmental plans.

The action and outcome of these is reviewed during the Annual Appraisal Process.

The budget for the training is set up at the beginning of the year.

TRAINING & DEVELOPMENT NEED IDENTIFICATIONDevelopment Needs

Employees assess his development needs by rating himself on certain Behavioral aspects. To

support the self-assessment he/ she can also site Critical Incidents.

Once the employee has filled in the development assessment, the appraiser assess the same for

the employee.

Depending upon the assessment the appraiser can determine the Development Area for the

employee and specify the the training require to enhance the behavioral skills of the employee.

Training and Development needs are being analyzed from calendar in which all parameters aboutthe employee performance are given at PMS portal (Performance Management System). It is also

be identified by Training and Development survey which is filled up by employees itself on

portal. It is being followed by the consultation with Functional Head, HR Head and Circle Head.

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Functional Training

Employees identify Functional Training needs depending upon the business, Function and Role.

Appraiser approves the needs identified by the employee or alters the same depending upon the

requirement of training.

Depending upon the needs the learning and Development Team organize the Training programs

for the employees.

Here, mostly every month training is required according to the requirements as per Training Calendar. All the

new joinees are given training Project base, Process base and Product base. The needs are also be reassessed

from the portal for the existing employees. Critical is measured for specific quarter n after the discussion with

Functional Head, HR Head and Circle Head the training programs are organized. Depending upon the levels

and needs internal trainer and external trainer is decided. For example, for any small training program

Department Head carries out for employees but for big project or for middle level management or function and

operational training is carried out by NIS Sparta. But if any training is to be held for Senior level Management

then External Trainer is hired from the market. Mostly training is widely carried for Sales and Customer Care

Department. They focus more on Soft skills while giving training and to develop hard skills the trainees are

given practical project on an individual or group base which helps to develop their selling and marketing skills.

The training program also focused for Creation and Innovation. Like, Creation of Customer Care ID assess to

software.

Atlast, the feedback is given to all the trainees by Trainers and Departmental Heads interacting with them

personally.

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ENGAGEMENT SYSTEM

Employee is the most important asset of an organization. Employee engagement is a

tool which develops productive members in an organization who are committed to their roles and use

their talents. Employees Contribution is crucial for Growth and Prosperity of any organization.

Measure the level ofengagement amongst our employees. Create a common ground of engagement to enhance the sense of belongingness amongst employees in

upcountry areas.

Emphasis on employees work life balance. Impact: it leads to healthy and happy work environment with increase in productivity and

commitment.

Specific Goal Statement:

To build synergy between all the departments which will increase the level of productivity of all

functions.

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Reliance Communications take care of their employees and take measures to motivate them and give them

satisfaction which includes Satisfaction Survey, Personal Conversation, Grievance Handling, Rewards and

Recognition and Celebration of Days and Festivals. Moreover they also work for the betterment of society byworking with different NGOs and arranging Blood Donation Camps. But for all these they set budget at the

beginning of the year.

Last year they carried out Yellow Belt project with all the employees, then coming up with result they seriously

worked to improve the areas where they got negative response. Its done by arranging Satisfaction Survey

among the employees of the company but every year it is not done. They carry out personal interaction with

Department Head and HR Head.

Moreover, they carried out Rewards and recognition such as Employee of the month, Best Clusters or any Team

Task award for any project for which parameters are already set by Functional Heads.

The employees after getting familiar with the organizations working environment, extended wide opportunities

to participate in various social festivals such as Navratri, Diwali, Holi, Valentine Day, Childrens Day and many

other events being celebrated in the organization. Besides, Employees Family Get-to-gather and picnic are also

conducted. All these functions are decided at an early date while setting the annual budget. Such program

details are published through handbooks and distributed among the employees.

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GRIEVANCE HANDLING

The organization encourages employees to discuss any job related problems with supervisor or

Department Head on a continual basis to resolve and settle disputes without precipitation. However

such grievance redress is processed through companys grievance handling procedure as below.

Grievance Procedure

Employee Grievance

Immediate Supervisor

Manager

Departmental

Representative

Response within 3 days

Departmental Head Within 3 days

If more time required then

it shall be notified for delayNot

Satisfied

Circle/Business

Entity Head

Circle/Entity HR

Manager/ HR Head

Within 3 days

Not Satisfied

Central Leadership Team

Within 5 work days

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STEP I- Presentation to Immediate Supervisor/ Manager

Employees discuss the issue with the immediate Supervisor/ Manager who investigate the complaints

and attempt to resolve it within three (3) working days and communicate to the employees accordingly

failing which the issue/problem is referred to the Department Head.

STEP II- Presentation to Departmental Head

The Departmental Head investigates the problem by gathering relevant information and facts and

communicate the decision within 3 working days. In case of additional time requirement by the HOD, he

would notify the cause of delay and indicate the possible time for conveying decision.

STEP III- Presentation to Circle/ Entity HR Manager or Head- Corporate HR

If still not satisfied with Departmental Head then it is further proceed to Circle/ Entity HR Manager or

Head- Corporate HR which will help to present the problem to the Circle / Business Entity Head. The

Circle/ Entity HR manager or Head- Corporate HR shall interpret Company policy and practice and

discuss any legal aspects of their own concern with the Heads. Together they determine an appropriate

respond to problem within 3 days.

STEP IV- Presentation to Central Leadership Team

If employees are still not satisfied with the response of the Circle/ Entity HR manager to Head Corporate

HR, they may approach to Central Leadership team. They will respond to their problem within 5

workdays and that will be final decision.

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SEPERATION

Reliance Communications believes in treating all the employees separating from the company with utmost

dignity. Resignation, Superannuation, Expiry of Training/ Contract, Job abandonment and termination are

manifestation of employee separations.

Here in RCOM, E-Separation Portal is an online system of automating Employee Separation process, which

will help an employee to complete the clearance formalities and expedite his Full and Final Separation from the

organization online.

Full and Final SettlementOn receiving the separation checklist from HR/ Commercial, the employee have to obtain the

signatures from all the concerned and return it to the HR/ Commercial Department.

The employee is required to settle all financial obligations like:

o O/S Advances/ Loanso Any undertakings that they have given to the company in terms of:

-- Cost towards upgraded mobile

-- Opting for Company Leased Car.

-- Or any other undertakings like their ID cards, keys and other properties which have been

issued.

o The full/ final amount is paid to the employee after recovering all advances/ O/s dues.o This will be subject to the employer concerned to get clearance from all concerned

departments in Clearance form.

Rest all the claims are being cleared in a month.

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Exit InterviewPrior to leaving, an Exit Interview is conducted to gather feedback and recommendations of the

outgoing employee.

Exit Interview is a one-to-one discussion where voluntary views and suggestions are taken from the

outgoing employee to know about their expectations had been at the time of joining the company

and reasons for leaving the company. The Circle/ Entity HR facilitate and arranges for the Exi

Interview.

Senior employees while leaving the organization or retiring, are given farewell.

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Openness in communication is predominant in the organisation

The philosophy of openness in communication is strongly supported, but strategies are not in linewith the above philosophy.

Reliance Communications encourages open communication.

There is no detailed HR manual website for general information of all in the organization.

Training and career development opportunities support the development of organisationbusiness

An effective performance management system has developed. This system is focusing clearly on

the companys values and objectives.

The Company demonstrates a commitment to supporting career development opportunities for

staff.

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Annexure

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QUESTIONNAIRES

RECRUITMENT

Do you have a Recruitment policy? What are they?

What is your HR vision and mission?What Manpower planning system you follow to handle present and future needs?

What internally and external recruitment source you follow?

What interview patters do you follow? (GD/Personal one to one/Panel system)

How do you deal with recruitment when emergency needs?

Do you recruit as and when need is there or plan them to conduct in any specific period during the year?

Which area/s do you find mostly required to fill?

How does E- recruitment take place?

Do you handle all legal aspects while recruiting people?

Do you have specific budget allocation for handling Recruitment? What allocation System?

What are the methods that you follow to evaluate recruitment process?What evaluation process do you follow on selection?

INDUCTION/ORIENTATION How does Induction Programme carried out? Is their any standard module? What specific support does your company provide to the new recruitees?PERFOPMANCE MANAGEMENT SYSTEM How does goal setting done?

While setting goals do, you keep organization objectives in mind? What method is followed to measure Performance? Does your company have any self-assessment system? Do you have any policy on this? How do you monitor employee performance? Do you have 360-degree appraisal system? If yes, then who all are appraisers? When does your company conduct appraisal? (Annually/ Monthly) How do you communicate performance outcome? What type of Reward system do you follow? How do you consider Non-Achiever whether measured under failure or any constraint? How do you bifurcate KRA (Key Result Areas) and Responsibility? What approach do you make? Does you appraisal system support in areas like Leadership, Potential, career, Succession Planning, Training

needs Identification?

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TRAINING & DEVELOPMENT

What are your training norms?

How do you allocate budget?

Which area of training/ what level of people are more trained?

Do you have any feedback system?

How do you measure the positive outcome of training?

COMPENSATION MANAGEMENT

How do you map competency?

How job evaluation is done? What factors are considered in this process?

How designation Roll out is done?How do you set Compensation?

How do you set salary bands?

While setting salary do you feel shortage of labour, skill?

Do you have any policies for Incentive scheme?

What type of Incentive plans do you follow?

Do you have any short term/long term incentive plan?

Do you have Group Incentive Plan?

What perks do you provide?

Do you have any Non monetary benefits?

ENGAGEMENT SYSTEM How do you motivate your employees? Do you have Open Door policy, if yes, how does it carried out? What employee welfare facilities do you provide?EMPLOYEE SEPERATION What type of procedures been carried out during employee separation? What type of forms been filled up?

Do you organize any Farewell or Meeting or Exit interview? Do you have any pension scheme? Any other information that you like to give?

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REFERENCES

http://www.google.com

http://www.wikipedia.com

http://www.citehr.com

http://www.chrm.com

http://www.gulfnews.com

http://www.articlebase.com

http://www.businessgyan.com

ZPG PM Newsletter

AshwathappaICFAI Human Resource Management

http://www.businessgyan.com/http://www.businessgyan.com/