Final Report HR Practices

7/28/2019 Final Report HR Practices

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MAJOR HRM Policies

Providing Equal Employment Opportunity and a Safe Workplace

Planning and Recruiting

Selecting Employees

Training Employees

Job Design

Customer Services

Job Evaluation

Salary Structure

Compensation and Benefits

Employees Conduct and Ethics

Problem Solving


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Providing Equal Employment Opportunity and a Safe Workplace

BSNL is providing equal opportunity to its employees. They will extend equal

opportunity to all individuals without regard for race, religion, color, gender, creed,

national origin, age, disability or handicap status. So that all the employees working in

BSNL work with full confidence.

BSNL has the policy that affirms its commitment to the principles of fair

employment and elimination of all vestiges of discriminatory practices that might exists.

In BSNL, there is no any kind of discrimination. We hire the employees

irrespective for their gender, race and religion. In the company we have a mixture of the

peoples but they all work like a happy family.

The workplace is sufficient for all the employees. Company provides necessary

equipments to its employees to do their work with ease and comfort. Moreover the

atmosphere of the company is peace and calm.


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Planning & Recruiting

There is no specific number of per year vacancies in BSNL. It depends upon the

number of employees needed per year. The company plans and hires the employees

itself. It does take the services from any other recruitment firm. The company forecast

the demand for labor every year. During forecasting they include measures of the

economy, actions of competitors, and change in technology and trends in the

composition of labor force.

Moreover they also conduct an analysis that how many peoples are currently

working on different jobs have relevant skills according to their jobs. BSNL has long

term goals. They set our goals by making the analysis of labor supply and demand.

They also focus on our product and try to improve it with the passage of time. Moreover

they launch new services e.g. BSNL Dish TV. It is also a result of our Long Term goal.

The company did not downsize their employees; they hire workers on both

temporary and permanent basis. Mostly workers are hired on Permanent basis. Some

workers are hired temporary but based upon their work, after some time they are also

appointed as permanent workers.

The two main sources by which the company recruits the Human Resource are given

below:

Internal Source: In this source any one employee, within the company who will

be able to done the high post job, is selected. The information about the post or


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vacancy is pasted on bulletin boards; on co-operate intranets and anywhere

else. This source is used less.

External Source: In this source the advertisement is published in newspapers.

Candidates are selected from applicants by conducting interviews. In this case

people also use some references to gain the jobs. This source is used more.

Moreover they also publish the vacancies also on internet. So the peoples apply from

internet are called for interviews and for further process. If the company made its

franchise on any rural area, then company prefer to hire the person from that area

because it is easy for customers to communicate.


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Selecting Employees

Like every multinational company, BSNL has also a specialized procedure for selecting

the employees. The selection process is described as follows:

Requisition raised by concern department.

HR Department processes this requisition.

Publish the advertisement in the newspapers.

Screening the application forms and resumes.

Interviewing Candidates.

Checking References.

Select the person.

They select the employees on the basis of work experience and knowledge.

Good results are also matters but knowledge is very essential for concerned job. In

selecting the company conducts tests for clerical jobs. There are some engineering

tests, communication skills tests, computer knowledge tests and many more based

upon the vacancy.

Line Managers and Human Resource Managers conduct interviews from the

candidates. But if there is an interview for some special posts like General Managers

etc, then Board of Directors and Chief Executive Officers conduct interviews. The

company conducts all types of interviews like structured, situational, behavior


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description, and panel interview. In most of the cases, there are panel interviews. The

selected candidates are informed by both e-mail and postal services.

Training Employees

BSNL believes that it is necessary for individual employees or groups of

employees to take job related training courses that enhance their values to the

company, keep them up to date on the latest trends, technologies and knowledge,

offering a great chance to interact with peers. Training need is identified through gap

analysis, performance appraisal, profile assessment or one on one meeting.

Training is considered as a learning intervention used for the personal as well as

professional development of BSNL employees. The employees are given in house

trainings and they also sent for trainings from well reputed and specialized training

institutes both within and outside of Pakistan. After providing training, there is a training

evaluation form. Due to this form the company realized that how much a person is

trained.

There are two types of trainings given to the employees. The types and their

durations are given below:

For Local Trainings (maximum 1 weeks)

For Foreign Trainings (maximum 2-4 weeks)

In BSNL, they use all training methods e.g. Audio/Visual, Practical, workshop,

presentations, hands-on etc.


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Job Design

The HR Department designs the jobs in which they define how work will be performed

and what task will be required in a given job. The four phenomenon of Job that is

practiced in BSNL are given below:

Job Enlargement: to some extent at managerial level.

Job extension: many times.

Job rotation: how to some extent in Inter-department.

Job enrichment: many times.

Work timings are fixed for all the employees. Most of the work is done by teams.

Regular work hours are 9:00 am to 6:00 pm, Monday through Friday. On Saturday, the

work hours will be from 9:00 am to 1:30 pm. Employees are entitled to one hour lunch

from 1:00 pm to 2:00 pm (conditional to job requirements).


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Customer Services

Due to operational requirements, the timings for customer service division may

differ and are communicate accordingly. A cheerful and positive attitude is essential to

our commitment to extraordinary customer service and impeccable quality. It is

essential that the employees act in a professional manner and extend the highest

courtesy to co-workers, visitors, customers, vendors and clients.

Job Evaluation

All new staff (except GMs or above) will have to undergo probation period for 3

months. During the Probation period, the notice period is one day. Performance of the

employee is monitored closely, if the new staff is unable to perform as per Companys

expectations, the probation may be extended or his/her service may be terminated. All

such decisions are made in consultation with HR Department.

Each job evaluation is assigned with a grade which has a particular salary

associated with it. This range is applicable to all positions assigned to that grade. Every

salary range associated with a grade, has a minimum and maximum level.

Salary Structure


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The Companys salary structure consists of salary grades and salary ranges. It is

established based on the relative values of jobs as a result of job evaluation process

and competitive market practices. The existence of structure allows differences in

performance and contribution to be rewarded at different salary levels. Every year, the

company reviews its salary range in accordance with the results of a market survey to

maintain the competitiveness of the salary structure. It depends on how competitive we

are when compared to the market.

The criterion which is used by the company for deciding the salary of an

employee includes the following:

The employees related skills, knowledge and experience.

The employees trend of performance over time versus the current year.

Internal and external pay equity.

Pay relationships: where to position the employees base pay relative to others

within the department who are performing similar work.

BSNLsPhilosophy is to Pay or Performance, by comparing ourselves primarily

with other Telecom companies and also with multi-national consumer product

companies. They position their pay structure at 80 th percentile of market and their

benefits are at market average. If an employee does not work for a full month, his/her

salary for that month will be prorated.

All employees will be paid around the 30th of each month. If the pay day

happened to be a holiday, the day before will be used as pay day.


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As a matter o BSNLs policy, disclosure of salary information is strictly restricted.

The specific salary paid to an individual should not be disclosed to anyone within or

outside the company. If any employee discloses the salary information to anyone within

or outside the company there is a strict disciplinary action against him including

immediate termination from his/her service.

The company made salary review because in this way it is easy or the company

or determining who is qualified to receive salary increase. The factors considered in

making the salary review are:

Current performance of the employee.

Current position of his/her salary within the assigned salary range.

I this is appropriate, it is possible that there is no salary increase.


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Compensation and Benefits

Following are the benefits given by BSNL to its employees:

Group Life Insurance.

Hospitalization.

Out Patient Medical Practice.

Dental Treatment.

Preventive Measures.

Cellular Phone Policy.

Car Policy.

Others

Group life insurance coverage is provided to all employees. In the case of an

employees death the beneficiaries of the employee shall receive the insurance

benefits .the amount would be doubled in case of accidental death.

All employees their spouse and children up to the age of 25 (no limits for the

unmarried daughters) dependent parents are eligible for the hospitalization. For details

please watch compensation and beneficial departments

The employees are eligible to claim their medical out patient expenses up to a

maximum of one months grass salary each year. The following are covered under out

patient treatment


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1. Consultation

2. Prescribed medicines

3. Pathological/clinical tests and x rays

The Company will reimburse the cost of following vaccinations for employees

and their dependents.

Small pox

Cholera

Polio

Typhoid

Whooping cough( infants and children)

Tetanus

BCG for children only

Diphtheria

Gamma Globulin

Hepatitis

The company expects its employees too appropriately and reasonable use the

cellular facility, keeping the perspective that this is a business tool and not a benefit

/perk. Furthermore, all personal /private calls shall be identified and duly paid by the

user. If the cellular phone bill exceeds the stipulated limits, additional bill is deducted

from salary of the employee.


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All employees would be given a cellular connection, with the monthly maximum

limit considering their level of responsibility and job functions. It is expected that

employees with the company cellular phone facility keep their mobile activated for

business use 24 hours a day and 7 days a week.

BSNL provides all eligible employees (except GMs) with the corresponding car

allowance to compensate them for official commute, business and personal use. Pool

vehicles & Department Vehicles Necessary maintenance and provisioning of

Pool/Department vehicles are the responsibility of Admin Service department.

All regular employees are entitled to one monthly gross salary per year of

service, as gratuity after completion of one year of service. Gratuity amount is based on

pay rate at the end of employment. All regular employees are entitled to contributory

provident fund. The provident fund shall be deducted at a rate of 9% of basic salary per

month after successful completion of 90 days probationary period.


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Employees Conduct and Ethics

General employee conduct policy is given below:

All the employees shall have equal rights as employees of this company

regardless of the position held. They shall observe the rules and regulations

related to their work. Each employee shall be responsible for ensuring the best

accomplishment of his/her assigned task.

All employees shall strive to create a positive work environment protective to well

being of all other BSNLs employees, individually and in groups. Employees are

expected to treat fellows employees respectfully and courteously and be

supportive of one another.

It is the policy of the company that certain rules and regulations regarding

employees behaviors are necessary for the efficient operations of the Company

and for the benefit and protection of the rights and safety of its employees.

Ethical principles are the values that set the ground rules for all that we do as

employees of BSNL. As the company seeks to achieve responsible commercial

success, it will be challenged to balance these principles against each other: always

mindful of their promise to shareholders that we will achieve responsible commercial

success. Following are the ethical principles practiced in BSNL:


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Honesty: they will not say things that are false. They will never deliberately

mislead. They will be as candid as possible, openly and freely sharing

information, as appropriate to the relationship.

Promise-keeping: They will go out to great lengths to keep our commitments.

They will not make promises that cannot keep and they will not make promise on

behalf of the Company unless we have the authority to do so.

Fairness: They will create and follow a process and achieve outcomes that a

responsible person would call just, even-handed and not arbitrary.

Respect for others: They will open and direct in our communication and

receptive to influence. They will honor and value the abilities and contributions of

others, embracing the responsibility and accountability for our actions in this

regard.

Compassion: They will maintain an awareness of the needs of others and act to

meet those needs whenever possible. They will also minimize harm whenever

possible. They will act in ways that are consistent with our commitment to social

responsibility.

Integrity: They will live up to BSNL ethical principles, even when confronted by

personal, professional and social risks, as well as economic pressures.

Each staff will be judged on merits of their performance and no favoritism

preferential treatment within/cross department(s) will be allowed. BSNL is committed to

providing a safe and productive work environment for all employees. The company

believe that its employee should be treated with dignity and respect. Threats or acts of


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violence by an employee or any other person on BSNL Premises to another individuals

wellbeing, life, health, safety, family or personal property will not be tolerated.

Threats and acts of violence, including, but not limited to threatening language,

behavior, physical alterations, e-mails, written materials and destruction of personal

property is strictly prohibited. Firearms and/or weapons of any kind neither are nor

permitted in the workplace. If the company hears information that is questionable, we

question it as to its validity and not simply pass it along to others and not react. Any

malicious rumors need to be challenged as to its merits.

It is the companys policy that all employees have the right to work in an

environment free from any type of illegal discrimination, including sexual harassment.

Any employee found to have engaged in such conduct will be subject to immediate

discipline up to and including discharge.

No employee is allowed to exchange gifts with any of our suppliers, vendors,

franchisees etc in the tune that may construe to greeting any direct or indirect benefits

from the employee in a sense that compromises the meritocracy standards of the

organization. Employees who receive any kind of gift from suppliers, vendors,

franchises etc will be required to promptly inform his/her Line managers and GM Human

resources for any further action that management deems appropriate.

Corrective disciplinary process is to provide employees with an opportunity to

correct performance related problem/misconduct and avoid recurrence of them and to

protect the interest of the company by promoting fair and consistent disciplinary action

when needed. Three steps in disciplinary process are given below:


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Verbal warning: It is usually given by the department Manager in case of a

performance deficiency or a first offence involving misconduct.

Written Improvement notice: It is given by the Department Manager to the

employee if the performance deficiency/misconduct described in the verbal

warning discussion has not improved in the stated time period.

Discharge: This is the final disciplinary action and will only take place if the

employee performance/misconduct did not improve despite verbal and written

notice, or f the employees performance/conduct reverts back to an

unsatisfactory level within 6 months after the expiration f the written notice.


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Problem Solving

The problem solving strategy used by BSNL is:

DO IT

D: Define Problem

O: Open mind 7 Apply creative techniques.

I: Identify best solution.

T: Transform.

Next Approach:

Problem finding.

Fact finding

Problem Definition.

Ideas Finding

Selection.

Planning

Sell ideas

Action.


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Resignation and Exit

Resignation process in BSNL is given as:

Resignation is the voluntary termination of service by the employee. Resignation

is assumed when an employee fails to return from a leave of absence or refuses

a comparable job offer upon return from a leave of absence.

Resignation is considered when an employee is absent for 3 consecutive

unexcused and unreported working days or exceeding 6 days within a month,

Notice of resignation for confirmed employees in 1 month or otherwise 1 gross

salary will be deducted from final settlement.

Annual leave balance at termination must not be used s part of termination notice

and must be settled by payment unless exceptions are made by the

management. Employee should return all company property (i.e. Employee ID,

laptop computers, USB drive etc) at the time of resignation.

Discharge is the termination of services of an employee by the company for the

following reasons:

Misconduct, performance deficiency

Inability to perform due to mental/physical incapacitation.

Unavoidable management circumstances.


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Human Resource division will conduct an Exit Interview with the employee leaving the

organization before or on the last working day. Employee exit interviews are used last

working day. Employee exit interviews are used to gather information from separating

personnel. The survey covers issues such as benefits, working conditions, opportunities

for career advancement, the quality and quantity of the work load, and relationship with

co-workers and supervisors. The purpose for such data collection is to gather data for

improving working condition and consequently retaining employees.


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COMPANY PROFILE

On October 1, 2000 the Department of Telecom Operations, Government of India

became a corporation and was christened Bharat Sanchar Nigam Limited (BSNL).

Today, BSNL is the No. 1 Telecommunications Company and the largest Public Sector

Undertaking of India with authorized share capital of $ 3977 million and net worth of $

14.32 billion. It has a network of over 45 million lines covering 5000 towns with over 35

million telephone connections.

With latest digital switching technology like OCB,EWSD,AXE-10,FETEX,NEC

etc. and widespread transmission network including SDH system up to 2.5 gbps,

DWDM system up to 80 gbps,Web telephony,DIAS,VPN, Broadband and more than

400,000 data customers , BSNL continues to serve this great nation .

Its responsibilities include improvement of the already impeccable quality of telecom

services, expansion of telecom network, introduction of new telecom services in all

villages and instilling confidence among its customers.

BSNL has managed to shoulder these responsibilities remarkably and deftly.

Today with over 45 million line capacity, 99.9% of its exchanges digital, nation wide

Network management & surveillance system (NMSS) to control telecom traffic and

over 4,00,000 route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to

reckon with in the world of connectivity. Along with its vast customer base, BSNL's

financial and asset bases too are vast and strong. Consider the figures, as they speak

volumes on BSNLs standing:


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The telephone infrastructure alone is worth about Rs. 1,00,000 crore (US $ 22.74

billion)

Turnover of Rs. 31,400 crore ( US $ 7.14 billion)

Add to which, BSNL's nationwide coverage and reach, comprehensive range of telecom

services and a penchant for excellence; and you have the ingredients for restructuring

India for a bright future. Today, BSNL is most trusted Telecom Brand of India.

OBJECTIVES

To be a Lead Telecom Services Provider.

Build customers confidence through quality and reliable service.

Provide Bandwidth on demand.

Contribute towards:

National Plan Target of 250 million subscriber base for the country by December

2007.

Broadband customers base of 20 million in the country by 2010 as per

Broadband Policy 2004.

Telephone in all villages.

Implementation of Triple play as a regular commercial proposition.


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Organization Chart of BSNL:

Revenue

The Department of Telecom operations now known as BSNL has shown sustained growth in the

last 15 years. The growth rate in 2004-05 was 6.5%.


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Capital Investment

Annual Investment in the network has increased from Rs. 785 crores (US$ 0.18 billion) in 1986-

87 to over Rs. 7578 crores ( US $ 1.72 billion) in 2004-05. This investment has been financed

mainly by the internal accruals. The planned capital outlay during 2006-07 is Rs. 19431 crores

( US $4.42 billion).


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Bharat Sanchar Nigam Limited has got fixed assets valuing more than Rs. 62,862

Crores (US $ 14.29 billion), which are in the form of Land, Buildings, Cables, Apparatus

& Plants etc.

Bharat Sanchar Nigam Limited, the largest Public Sector undertaking of the Nation, is

certainly on a financial ground that's sound.

The corporation has a net worth of Rs 63,000 crores (US $ 14.32 billion), authorized

equity capital of Rs. 10,000 crores (US $ 2.27 billion), paid up capital of Rs 5,000 crores

(US $ 1.14 billion) and revenue is Rs. 33,450 crores (US $ 7.60 billion) in 2004-05.

When it comes to connecting the four corners of the nation, and much beyond, one

solitary name lies embedded at the pinnacle - BSNL. A company that has gone past

the number games and the quest to attain the position of a leader. It is working round

the clock to take India into the future by providing world class telecom services

for people of India. BSNL is India's no. 1 Telecom Service provider and most trusted

Telecom brand of the Nation.

Driven by the very best of telecom technology from chosen global leaders, it connects

each inch of the nation to the infinite corners of the globe, to enable you to step into

tomorrow.

Here is an overview of the World Class services offered by the BSNL:

Basic Telephone Services

The Plain old, Countrywide telephone Service through 32,000 electronic exchanges. Digitalized

Public Switched Telephone Network (PSTN) with a host of Phone Plus value additions.
http://bsnl.co.in/service/telephone.htm


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BSNL launched Data One broadband service in January 2005 which shall be extended

to 198 cities very shortly. The service is being provided on existing copper infrastructure on

ADSL2 technology. The minimum speed offered to the customer is 256 Kbps at Rs. 250/- per

month only. Subsequently, other services such as VPN, Multicasting, Video Conferencing,

Video-on-Demand, Broadcast application etc will be added.

Keeping the global network of Networks networked, the countrywide Internet Services of

BSNL under the brand name includes Internet dial up/ Leased line access, CLI

based access (no account is required) and DIAS service, for web browsing and E-mail

applications. You can use your dialup sancharnet account from any place in India using the

same access no 172233, the facility which no other ISP has. BSNL has customer base of more

than 1.7 million for sancharnet service.

BSNL also offers Web hosting and co-location services at very cheap rates.

ISDN

Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing

high speed and high quality voice, data and image transfer over the same line. It can also

facilitate both desktop video and high quality video conferencing.
http://www.sancharnet.in/http://bsnl.co.in/service/isdn.htmhttp://www.sancharnet.in/http://bsnl.co.in/service/dataone.htmhttp://bsnl.co.in/service/internet.htm


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Intelligent Network

Intelligent Network Service (In Service) offers value-added services, such as:

Free Phone Service (FPH)

India Telephone Card (Prepaid card)

Account Card Calling (ACC)

Virtual Private Network (VPN)

Tele-voting

Premium Rae Service (PRM)

Universal Access Number (UAN) and more

I-Net

India s x.25 based packet Switched Public Data Network is operational in 104 cities of the

country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame relay services.

Leased Lines & Datacom

BSNL provides leased lines for voice and data communication for various applications on point

to point basis. It offers a choice of high, medium and low speed leased data circuits as well as

dial-up lines. Bandwidth is available on demand in most cities. Managed Leased Line Network
http://bsnl.co.in/service/leased.htmhttp://bsnl.co.in/service/inet.htmhttp://bsnl.co.in/service/inteligent_network.htm


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(MLLN) offers flexibility of providing circuits with speeds of nx64 kbps up to 2mbps, useful for

Internet leased lines and International Principle Leased Circuits (IPLCs).

Cellular Mobile Service

BSNLs GSM cellular mobile service Cellone has a customer base of over 5.2 million. CellOne

provides all the services like MMS, GPRS, Voice Mail, E-mail, Short Message Service (SMS)

both national and international, unified messaging service (send and receive e-mails) etc. You

can use CellOne in over 160 countries worldwide and in 270 cellular networks and over 1000

cities/towns across India. It has got coverage in all National and State Highways and train

routes. CellOne offers all India Roaming facility to both pre-paid and post-paid customers

(including Mumbai & Delhi).

Wireless in Local Loop

This is a communication system that connects customers to the Public Switched

Telephone Network (PSTN) using radio frequency signals as a substitute for

conventional wires for all or part of the connection between the subscribers and the

telephone exchange.

Countrywide WLL is being offered in areas that are non-feasible for the normal

network

Helping relieve congestion of connections in the normal cable/wire based network in

urban areas.

Connecting the remote and scattered rural areas.
http://bsnl.co.in/service/wll.htmhttp://bsnl.co.in/service/mobile.htm


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Limited mobility without any air-time charge

PROJECTS RECENTLY IMPLEMENTED/UNDER DEVELOPMENT

National Internet Backbone of BSNL

Voice over IP

Broadband Services - ADSL & High Speed Internet

Managed Leased Line Network (MLLN)

Access Network - LMDS, DLCs, RLC etc.

Internet Exchange Points - IXP & Internet Data Centers (IDC)

E-Commerce

Telephone

Basic Telephone (Bfone)

Total Number of connections as on 30.04.2006 3,51,55,749

WLL (Tarang)

Total Number of connections as on 30.04.2006 25,95,807

Village Public Telephones

Total Number of Telephones as on 31.03.2006 5,35,325

Public Telephones (Local, STD and Highway)

Total Number of Public Telephones as on 31.03.2006 20,64,174

STD Stations

Number of STD Stations as on 31.03.2006

31,915


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Transmission Systems as on 31.03.2006

Transmission Systems

Digital

(Route kms) (Route kms)

Coaxial 6,024

Microwave 63,730

UHF 45,130

Optical Fiber 4,80,196

Satellite Based Services (as on 31.03.2006)

MCPC-VSATs 201

IDR Systems (2 Mb/ 8 Mb) 64/17

Mobile Services

Total number of connections - 1,75,92,364

(As on 30.04.2006)

District Headquarters covered - 592

Total number of villages covered - 1,39,021

National Highway covered (Km) - 45,438

State Highway covered (Km) - 31,339

Railway route covered (Km) - 15,730

Customer Care


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Several Steps have been taken at BSNL to

augment the quality of customer care to

international standards.

Access round the clock help at following toll free numbers

Dataone Broadband '1600-424-1600'

PSTN Call Center '1500' (in select states)

Sancharnet Help Desk '1957'

CellOne all India Help '9400024365'All BSNL Customer Service Centers (CSCs) now remain open on all

seven days from 8.00 AM to 8.00 PM without any break for all activities.Cheque deposit machines have also been installed in many cities, so that

customers can make payments 24X7 at their convenience.Customers can also make payments by cheque/Demand Draft to BSNL

franchisees all over the country.With a view to simplify and offer customer friendly services, more than

one Bfone connections can be applied on a single application form.

Accordingly, a single demand note would be issued to the customer in

respect of all the connections applied for.Shifting charges for local as well as all India shifting of fixed telephone

(bfone) has been abolished.Pagers being given to outdoor staff in a phased manner for speedy

rectification of faults.Majority of the local network is built up on jelly filled and OFC for trouble

free service.Internal Distribution Points (DPs) being provided in the customer

premises to eliminate the faults arising out of overhead wires.Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL)

system for improving reliability of external plant.


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Remote Line Units (RLUs). Remote subscriber Units (RSUs) being

provided extensively to reduce the long lengths of copper cables.Establishing call centers across the nation to provide single window

solutions and convenience to customers.Countrywide Network Management & Surveillance System (NMSS) to

ensure uninterrupted and efficient flow of telecom traffic.Application Forms for new connections have been made free of charge

for all services.Procedure for restoration of telephones disconnected due to non-

payment simplified and powers delegated to Secondary Switching Area

(SSA) heads.Payment of telephone bills being received on Saturday and Sunday

through cheques in City Telecom Offices (CTOs).More than one Public Call Office (PCO) permitted at the same premises.Various application forms and procedures being simplified for new

telephone connections, shifting and third party transfer.


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Research Methodology

Introduction

The word researchis derived from the Latin word meaning to

know. It is a systematic and a replicable process which identifies and defines

problems, within specified boundaries. It employs well designed method to collect the

data and analyses the results. A research methodology defines what the activity of

research is, how to proceed, how to measure progress, and what constitutes success.

AI methodology is a jumbled mess. Different methodologies define distinct schools

which wage religious wars against each other. Research methodology also considered

as a movement, a movement from the known to the unknown. It is actually a journey of

discovery.

Research is an academic activity and as such the term should be used in

a technical sense. According to Clifford woody research companies defining and

redefining problems, formulating hypothesis or suggested solutions; collecting,

organizing and evaluating data; making deductions and reaching conclusions; and at

last carefully testing the conclusions to determine whether they fit the formulating

hypothesis.

Research is, thus, an original contribution to the existing stock of

knowledge making for its advancement. It is the pursuit of truth with the help of study,

observation, comparison and experiment.


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In short, the search for knowledge through objective and systematic

method of finding solution to a problem is research. The systematic approach

concerning generalization and the formulation of theory is also research.

Objective of research

The purpose of research is to discover answers to questions through the

application of scientific procedures. The main aim of research is to find out the truth which is

hidden and which has not been discovered as yet. Though each research study has its own

specific purpose.

The objectives of my study are.

To know the recruitment & selection procedures adopted in this company.

To improve training and development programs used in the company.

To know how the performance of the employees is being appraised.

To provide better employee welfare.

To increase the labor productivity.


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Types of research

The basic types of research are as follows:

1. Descriptive vs. Analytical :-

Descriptive research includes surveys and fact finding

enquiries of different kinds. The major purpose of descriptive research is description

of the state of affairs as it exists at present. In analytical research, on the other hand,

the researcher has to use facts or information already available, and analyze these

to make a critical evaluation of the material.

2. Applied vs. Fundamental :-

Research can be applied research or fundamental

research. Applied research aims at finding a solution for an immediate problem

facing a society or an industrial organization and whereas fundamental research is

mainly concerned with generalizations and with the formulations of a theory.

3. Quantitative vs. Qualitative :-

Quantitative research is based on the

measurement of quantity or amount. It is applicable to phenomena that can be

expressed in terms of quantity. Qualitative research, on the other hand, is concerned

with qualitative phenomenon, i.e., phenomena relating to or involving quality or kind.


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4. Conceptual vs. Empirical :-

Conceptual research is that related to some abstract

idea or theory. It is generally used by philosophers and thinkers to develop new

concept or to reinterpret existing ones. On the other hand, empirical research relies

on experience or observation alone. It id data-based research coming up with

conclusions which are capable of being verified by observation or experiment. We

can also call it as experimental type of research.

5. Some other types of research :-

All other types of research are variations of one

or more of the above stated approaches, based on either the purpose of research, or

the time required to accomplish research. On the environment in which research is

done, or on the basis of some other similar factor.


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Importance of research

The role of research in several fields of applied economics, whether

related to business or to the economy as a whole, has greatly increased in modern

times. The increasingly complex nature of business and government has focused

attention on the use of research in solving operational problems. Research as an aid

to economic policy, has gained added importance, both for government and

business.

Research provides the basis for nearly all government policies in our

economic system. Through research we can devise alternative policies and can as

well examine the consequences of each of these alternatives. Research is

considered necessary with regard to the allocation of nations resources. Another

area in government, where research is necessary, is collecting information on the

economic and social structure of the nation. Such information indicates what is

happening in the economy and what changes are taking place.

Research as a tool to economic policy has three distinct phases of operation

which are as under:

Investigation of economic structure through continual collection of facts.

Diagnosis of events that are taking place and the analysis of the forces

underlying them.

The prognosis, i.e., the prediction of future developments.

Research is equally important for social scientists in studying social relationship

and in seeking answers to various social problems. Research in social sciences is


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concerned both with knowledge for its own sake and with knowledge for what it can

contribute to practical concerns.

Thus, research is the fountain of knowledge for the sake of knowledge and an

important source of providing guidelines for solving different business, governmental

and social problems. It is a sort of formal training which enables one to understand the

new developments in ones field in a better way.


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Process of research

There are two types of data collection method use in my project report.

Primary data

Secondary data.

Review concepts

and theories Formulate

hypotheses

Analysis dataInterpret and report

Define

research

problem

Review previous

research finding

Design research

(including sample

design)

Collect data

(execution)


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For my project, I decided on primary data collection method for observing working of

company and approaching customers directly in the field, telecalling, interviews, and

through references to know their interest in business with company.

Secondary data collection method was used by referring to IRDA and all other various

websites, magazines and daily newspapers for collecting information regarding project

under study.

AREA OF SAMPLING: BSNL SHIMLA

Random Sampling:

All such subsets of the frame are given an equal probability. Each element

of the frame thus has an equal probability of selection: the frame is not subdivided or

partitioned. It is possible that the sample will not be completely random.

Sampling elements: It consisted of non-management staff (working employees) of

BSNL, Shimla.

Sample size: It consisted of 100 employees of BSNL, Shimla. They were asked to fill

in the questionnaires that consisted of twenty questions.

Selection of tool:Tool selected for collecting the information was getting thequestionnaires (for performance appraisal) filled by the employees working in the

various departments.


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Data Analysis & Interpretations

As per the study, the questionnaire thus designed was circulated among 100

employees of BSNL, Shimla. And out of those 100 employees most of the persons were

the employees working in that organization. Out of 100 respondents, most of them were

assistant managers, employees, supervisors, managers and the head of various

departments.

Based upon data, the following interpretations can be concluded.

Q1. How long you are working in the organization?

Interpretations

As per the above question, Out of 100 respondents, 45 respondents are working

for less than 5 years, whereas 35 respondents have been working for the duration

between 5 years to 10 years and 20 respondents are vastly experienced, as they have

been working in the organization for more than 10 years.


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Q2. What are the various sources of recruitment in your Organization?

Interpretations

As per the above question, Out of 100 respondents, 30 respondents agree that

management plays a major source of recruitment, whereas 20 respondents agree that

references plays a major source of recruitment, 20 respondents agree that

advertisement plays a major source of recruitment and 30 respondents agree that other

sources plays a major source of recruitment.

Q3. Are you satisfied with the recruitment process of your company ?


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Interpretations

As per the above question, Out of 100 respondents, 40 respondents are

satisfied with the recruitment process, whereas 45 respondents are not satisfied with

the recruitment process and 15 respondents were not able to say anything about the

recruitment process of the organization.

Q4. Are you satisfied with your organization salary increment Policy ?

Interpretations


satisfied with the salary incrimination policy, whereas 30 respondents are not satisfied

with the salary incrimination policy and 10 respondents were not able to say anything

about the salary incrimination policy of the organization.


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Q5. Are you satisfied with the training procedure given in the Organization ?

Interpretations


satisfied with the training procedure, whereas 15 respondents are not satisfied with the

training procedure and 5 respondents were not able to say anything about the training

procedure of the organization.

Q6. Are you getting regular training in your company ?


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Interpretations

As per the above question, Out of 100 respondents, 60 respondents are getting

the training at a regular period, whereas 30 respondents are not getting the training at a

regular period and 10 respondents are not getting any training at all.

Q7. What methods is used for the performance appraisal system in your

organization?

Interpretations


the performance appraisal based upon ranking system, whereas 15 respondents are

getting the performance appraisal based upon forced distribution system and 25

respondents are getting the performance appraisal based upon other methods


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Q8. Are you satisfied with your promotion activities in your Organization?

Interpretations


the performance appraisal based upon ranking system, whereas 15 respondents are

getting the performance appraisal based upon forced distribution system and 5

respondents are getting the performance appraisal based upon other methods

Q9. Does the present performance appraisal system meet your Career

advancement?


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Interpretations

As per the above question, Out of 100 respondents, 85 respondents are happy

with the present appraisal system for their career advancement, whereas 10

respondents are not happy with the present appraisal system for their career

advancement and 5 respondents were unable to say whether they were satisfied or not.

10. Are you comfortable with the working environment?

Interpretations


with the working environment of the organization, whereas 10 respondents are not

satisfied with the working environment of the organization and 10 respondents were

unable to say whether they were satisfied or not.


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11. What are your views about recruiting ex-defence personnel in both training

and other departments?

Interpretations


with the training from ex-employees, whereas 15 respondents are not satisfied with the

training from ex employees and 10 respondents were unable to say whether they were

satisfied or not.


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12 What are the specific qualifications expected from potential candidates

(university degrees, training, previous professional experience, etc) in the

training department, especially in the case of ex-defence personnel?

Interpretations

As per the above question, Out of 100 respondents, 30 respondents are in

favour of highly experience trainers for training purposes , whereas 25 respondents are

in favour of trainers from among the organization with experience between 15 to 35

years, whereas 25 respondents are in favour of any senior managers or heads working

in the same organization and whereas 20 respondents were in favour of any trained

professionals from within or outside the organization.


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13.Does your organization conduct training in house and doesnt it believe in the

external training process?

Interpretations

As per the above question, Out of 100 respondents, 70 of the respondents agree

that most of the trainings conducted in their oranisation are conducted within the

organisation, whereas 30 respondents are not in the favour of in house trainings. They

want their organizations should conduct external trainings as well.


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Are there special training programs conducted for training your trainers?

Interpretations


that special trainings are conducted in their organization, whereas 15 respondents

refuse for any special trainings being conducted within an organization whereas 10

respondents were unable to anything regarding their training methodology in the

organization.

15 Also are there any retraining programs conducted for current employees?


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Interpretations


that there are retraining programs conducted for current employees , whereas 20

respondents do not agree that there are retraining programs conducted for current

employees whereas 10 respondents were unable to say anything regarding their

retraining programs for current employees in the organization.

16 Is there any system in your organization to evaluate the effectiveness of

the training programs conducted? If yes, then please mention the key areas

of training that are focused on?


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17 In which segment is the maximum number of new personnel placed

according to the following?

Tech Non Tech

Senior

Officers

Senior Officers

Officers Officers

Other Ranks Other Ranks

18 What is your main strategy adopted regarding locating and hiring

individuals possessing the skills the company needs?

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

19 What are the specific requirements you have regarding your potential

candidates?

Lower Middle Top Management


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I would also like to conclude that human resource practices followed by all

insurance companies are almost same.

BSNL has now started realizing that the systematic attention to human resources is the only way to

increase organizational efficiency in terms of productivity, quality, profits and better customer orientation.

HR can help deliver organizational excellence by focusing on learning, quality, teamwork, and through

various employee friendly strategies.

There are the following suggestions being an HR student I would like to give the

organization:

Organization should keep the eyes on the recruitment process they should recruit

the employees from outside as well means from where they get the employees

they should recruit them.

As the organization is growing faster they should emphasis on the training

programs even though their training programs are quite good.

Organization should regularly give the increment on the salary so that who are

not satisfied they would become also satisfied.

Organization should analyze the training methods and should adopt those

methods which are good for the employees and promotion activities should be

good so that employees are satisfied as we know this is the basic requirement of

the success.


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Conclusions

There are the following conclusions come up after the research of the project by filling

the questionnaire:

The working environment of the organization is excellent this is reason why

employees are doing the work their and they are stable there.

Generally organization appointed the employees through the recommendations

that is references even though other sources are there.

The employees are satisfied with the recruitment process of the organization.

Most of the employees consider that the salary increment policy is good.

Generally ranking method is used in the organization for the performance

appraisal system and with the promotion activities.

As they accept that the working environment is really good this shows they are

satisfied and the satisfaction of the employees of the organization is very

necessary.

And at last I would like to say that satisfied employees contribute more to the

organization this is the reason why BSNL is growing faster.


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BIBLIOGRAPHY

Books Reffered

Gupta C.B.(2006) Human Resource Management

Kothari C.R. Research Methodology- Methods & Techniques

Robert L Mathis - Human Resource Management.

Dave Ulrich, Wayne Brockbank The HR Value Propositions

Websites visited

www.google.com

www.bsnl.in

www.CITEHR.com

www.hrmanagement.com

www.hrlinks.com
http://www.google.com/http://www.citehr.com/http://www.google.com/http://www.citehr.com/


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Questionnaire

Q1. How long you are working in the organization ?

Less than 5 YearsBetween 5 10 YearsMore than 10 Years

Q2. What are the various sources of recruitment in your Organization?

Name * _____________________________________

Designation _____________________________________

Name of Organization _____________________________________

Experience _____________________________________

Phone _____________________________________

Email Address * _____________________________________

Personal Views about the survey: ________________________________

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

Thank You for completing the Questionnaire. Your honest responses are

truly appreciated.

*Please do not omit.


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ManagementReferencesMedia AdvertisementOthersQ3. Are you satisfied with the recruitment process of your company ?

YesNoCant Say

Q4. Are you satisfied with your organization salary increment Policy ?

YesNoCant Say

Q5. Are you satisfied with the training procedure given in the Organization ?

Yes

NoCant Say

Q6. Are you getting regular training in your company ?

YesNoCant Say

Q7. What methods is used for the performance appraisal system in your

organization?

RankingForced DistributionOthers


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Q8. Are you satisfied with your promotion activities in your Organization?

YesNoCant Say

Q9. Does the present performance appraisal system meet your Career

advancement?

YesNoCant Say

10.Are you comfortable with the working environment?

YesNoCant Say

11. What are your views about recruiting ex-defence personnel in both training

and other departments?

YesNoCant Say

12 What are the specific qualifications expected from potential candidates

(university degrees, training, previous professional experience, etc) in the

training department, especially in the case of ex-emplyee personnel?


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Doctorate with more than 35 years of experienceDoctorate with experience between 15 35 yearsSenior Manager from within the company

Any trained professional

14.Does your organization conduct training in house and does it believe in the

external training process?

YesNo

14 Are there special training programs conducted for training your trainers?

YesNoCant Say

15 Also are there any retraining programs conducted for current employees?

YesNoCant Say

16 Is there any system in your organization to evaluate the effectiveness of

the training programs conducted? If yes, then please mention the key areas of

training that are focused on?

YesNoNot aware of such programs

17 In which segment is the maximum number of new personnel placed

according to the following?

Tech Non Tech

Senior Senior Officers


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Officers

Officers Officers

Other Ranks Other Ranks

18 What is your main strategy adopted regarding locating and hiring

individuals possessing the skills the company needs?

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

19 What are the specific requirements you have regarding your potential

candidates?

Lower

Management

Middle

Management

Top Management

ExperienceAgeEducationOther

specifications

1.

2.

3.

4.


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20 Does your organization have any percentage of reservation for

SC/ST/OBCs?

a. Operative or Semiskilled jobs

b. Technical, Craft, Skilled and Supervisory jobs

c. Chartered, Professional and Senior management jobs

Documents

Final Report HR Practices