Upload
nidhin0009
View
227
Download
0
Embed Size (px)
Citation preview
8/8/2019 Os Report Final
1/43
CHAPTER 1: INTRODUCTION
The project entitled Organizational Study on LES CONCIERGES SERVICES PVTLIMITED help us to know more about the functions, structure, policies and different
procedures of that organisation. The above said company has been into the service provider
sector for the last 11years. They are the Worlds Largest Concierge service provider, present pan
India, with over 650 team members working to build a formidable and resolute corporation. They
provide their services to over 250 MNCs and other companies committed to corporate
excellence.
1.1 PURPOSE OF THE STUDY
I wish to explore the key factors which make LES CONCIERGES SERVICES PRIVATE
LIMITED, the No:1 in the respective sector.
The parameters for the purpose of this study are
To get a practical knowledge of the theory studied.
To study about the various functions of the organisation
How .Planning, .Organising, .Staffing, .Directing .and .Controlling .works .in.the
company.
To study the interconnectedness between the different departments.
1.2 SCOPE OF THE STUDY
1
8/8/2019 Os Report Final
2/43
The scope of the study entitled Organizational Study on LES CONCIERGES SERVICES
PRIVATE LIMITED includes
The organizational structure.
The Interdepartmental communication.
The interconnectedness between different departments.
The working condition in the organisation.
The market position of the company.
1.3 OBJECTIVES OF THE STUDY
For the effectiveness of the study, the objectives are classified under two heads.
They are
Primary Objectives
Secondary Objectives
Primary Objectives
To understand the working of different departments of the organisation.
To understand the organizational structure of the organisation.
Secondary Objectives
To understand about the various products and services they provide.
To find out the market position of the company.
2
8/8/2019 Os Report Final
3/43
To find out the strengths, weaknesses, opportunities and threats of the
organisation.
1.4 RESEARCH METHODOLOGY
Methods of Data Collection
Collection of data is the most important stage in the research process. Any mistake occurs in
the collection of data will affect the entire study. Hence at most care must be exercised in thecollection of data.
For the research study conducted on the topic An Organisational Study on LES
CONCIERGES SERVICES PVT LIMITED, I had used the primary and secondary data
collection method.
Primary Data
Primary Data is the data that is obtained by a study specifically designed for specific research
process for the first time and original in character. The method I used here is
Direct Interview Method.
Secondary Data
Secondary Data are those type of data which are collected by some others for some other
purposes and now available for the present study. The following are the secondary data
sources used for the preparation of this report.
Brochures
3
8/8/2019 Os Report Final
4/43
Websites
1.5 LIMITATIONS OF THE STUDY
The project work done on the topic An Organisation Study on LES CONCIERGES
SERVICES PVT LIMITED has the following limitations.
Being a big and a busy firm, number of staff met were not less than desirable.
Some of the information may be biased.
CHAPTER 2: COMPANY PROFILE
2.1 COMPANY OVERVIEW
LesConcierges, is the world's leading provider of concierge service and related loyalty solutions
for customer-focused organizations and employers of choice who seek to deepen their
4
8/8/2019 Os Report Final
5/43
relationships and grow loyalty with their top customers and employees. LesConcierges helps the
world's customer-focused organizations and employers grow relationships at every stage of the
lifecycle with targeted lifestyle and membership solutions that generate greater loyalty, enhance
client brand perception and drive positive business results. They aggregate .and .integrate
.all .of .the .relevant .services .for .core .workforce .management processes. Addressing all key phases
of the employee lifecycle, we meet the needs of a broad range of constituencies
LES CONCIERGES has been exceeding the expectations of its clients since 1998.
Work Force Focused Services
Concierge Services
Front .Office(Reception)
Management Services
Business Support Services
Reward and Recognition Services
Travel
Les Concierges Live
Customer Focused Services
Concierges Services
Reward Services
Help Line Services
Les Concierges provides enterprise workforce and customer management solutions and
services that help companies drive increased profitability. Their workforce-focused services
bring solutions to an entire employee lifecycle - from recruitment to retirement. Their
customer-focused services drive behaviours that drive loyalty and profitability. Their
solutions are offered on a monthly subscription basis and help corporations effectively
maximize productivity, engagement, and satisfaction by applying business discipline to key
processes.
5
8/8/2019 Os Report Final
6/43
8/8/2019 Os Report Final
7/43
o Travel
o Business Services
o Strategic partners in place to firmly claim global dominance
LES CONCIERGES TIMELINE
1998 Ms. Dipali Sikand starts Les Concierges from a small office inBangalore, India. She convinces Mascot Systems (now calledIGate) to sign Les Concierges on to provide conciergesservices to its employees. The concept works well. Wipro andIBM sign Les Concierges
1999 More organizations sign Les Concierges to provide life care
services to its employees. New services are introduced. LesConcierges still a Bangalore based operation.
2000 Launches its first Customer Loyalty Program with Hindustan
Lever Limited (HLL). Opens its Mumbai and Chennai branches. Launches a new product to help companies Rewardand Recognize employees.
2001 100th Life Care Desk opened. Branches now in Delhi and
Kolkatta. Launches a slew of services that help organizationsreduce overheads. These are categorized as BusinessServices.
2002 Opens branches in Pune, Hyderabad and Ahmedabad. Hits the200th life care desk milestone.
2003 Technology is brought in to streamline processes and increase
efficiency. Launches more Customer Loyalty programs withABN AMRO bank and Standard Chartered Bank.
2004 Proprietary CRM technology devised. Introduces a hybrid product called Ms. MoneyPenny into the market.
2005 Chandigarh branch inaugurated. Technological innovationsmade.
7
8/8/2019 Os Report Final
8/43
2006 Opened the first global concierge office at Singapore. The
Singapore operations are headed by Mr. George Jacob.
2.3 VISION,MISSION GOALS AND VALUES
Vision
Les Concierges strategy is now to be a global all encompassing business hospitality leader
focused on servicing its customers beyond expectations.
Mission
The mission of Les Concierges is dedication to the highest quality of customer service delivered
with a sense of warmth, friendliness, individual pride and company spirit.
Values
Value for People
Integrity
Innovative Solutions
Value for money
Goals
8
8/8/2019 Os Report Final
9/43
1000 concierge desks by end 2010 across Asia Pacific.
Capacitating back end with tools to complete service requests at 1000% yearly utilization
rate.
Networking with the best suppliers at the best rates.
Developing best in class concierge experts.
Providing customers with instant solutions 100% of the time.
Building resolute Concierge Choice Travel, Dining and Ticket Networks.
2.4 STRATEGY
To be a Rs.200 million company by 2009 Dec operating pan South East Asia.
To provide superior financial returns for shareowners by providing high value-added
concierge, business hospitality and administrative assistance services.
Customer requirements will be met in the highest quality manner appropriate to each
market segment served.
To develop mutually rewarding relationships with employees, partners and suppliers. All corporate activities will be conducted to the highest ethical and professional standards
.
2.5 PROMOTERS
Les Concierges is a closely privately- held company.
The investors are from Indias top rated investment houses and include investment gurus
like Mr. Rakesh Jhunjhunwala and also an American company Acacia which has been
funded by Warren Buffet (the worlds richest person alive presently.)
2.6 TOP MANAGEMENT
Les Concierges current board of Directors consists of
9
8/8/2019 Os Report Final
10/43
o Dipali Sikand
o George Jacob
o Rakesh Jhunjhunwala
o Utpal Seth
The Board is ably assisted by a council of eminent professionals who provide guidance and
knowledge to the working directors as required.
CHAIRMAN: DIPALI SIKAND
CEO : GEORGE JACOB
2.6 PRODUCTS/SERVICES
Les Concierges Services Private Limited provides a unified view of all of Les Concierges
offerings including concierge, professional services management and rewards. The services are
keeping in line with their mission to bring convenience and complete support to others
businesses and lives.
Les Concierges Services Private Limited aggregates and integrates a gamut of services that drive
behaviors which yield loyalty and profitability. They provide enterprise workforce and customer
management solutions and services that help companies drive increased profitability. Concierges
is their core service. In today's increasingly competitive business environment, the need to win
and retain customers has never been greater.
Les Concierges provides its client companies solutions that are innovative, that add value, that
produce ever-greater returns from limited resources. They assist corporations work with their
customers by creating, communicating and delivering real value. Their solutions are offered on a
monthly subscription basis and help corporations effectively maximize productivity,
engagement, and satisfaction by applying business discipline to key processes.1
0
8/8/2019 Os Report Final
11/43
There are mainly 6 verticals under Les Concierges. They are
1. Concierge
2. Business Services
3. Rewards&Recognition
4. Travel
5. Les Concierge Live
1. Concierge
The flagship product.
Focused on both employees and customers of the client companies.
Les Concierges
LesConciergesLive
Concierge
Rewards &Recognition
TravelBusinessServices
1
1
8/8/2019 Os Report Final
12/43
Their services are high touch, personalized and highly effective.
Work force focused Concierge
It is designed to help employees meet the many demands of life.
They provide resilient solutions to help their clients employees manage
effective work/life balances while giving their clients the edge.
Their comprehensive solutions provides the resources, tools and information
needed to successfully balance employees lives outside of work, while better
connecting with co-workers and the company while on the job.
Trained concierge experts are deputed to their clients office to manage the
exhaustive" to do " lists of all their employees.
Whether they need their bills paid, holidays to be planned, a leaky faucet to be
repaired or dinner reservations made, doctors appointment confirmed, tickets
for the latest block buster in town, or those special flowers or gifts for a
special occasion, they will arrange it all for them.
Consumer Focused Concierge
They allow the clients to private-label their services with the clients brand. This will help the
customers of the client company to see this as a seamless extension of the company. Their
services will allow the client to go the extra stretch and add value to their customers by
simplifying their lives. Their suite of services will allow the companys customers to transfer to
you their daily and exhaustive to do lists. This will make the client become top of mind and
top of wallet spend. Trained concierge experts that provide solutions to the clients customer
service requirements, are available 24/7 at dedicated toll free numbers provided exclusively for
their customer base.
Competitive Environment
1
2
8/8/2019 Os Report Final
13/43
o Bangalore : Timesol, Superseva,
o Chennai : Service Square
o Mumbai : A La Concierge
o Delhi : Global Concierges
2. Business Services
Les Concierges meet the clients expectations by managing a variety of services throughout the
employment and business cycle.
Business services include
Ms. Money Penny: Front Office(Reception) Services
o Ms. Money Penny from Les Concierges is a proven partner in many business
service-outsourcing programmes, excelling in building the lifetime value of front
office services to top-performing companies that understand the powerfulconnection between great services and bottom line results.
o Choosing a front office services partner is an important decision. In evaluating,
their clients want to augment their current service policies, to make their reception
services professional, courteous and always helpful and obtain a cost effective and
creative solution that will drive critical behaviour.
In all three areas, Ms. Money Penny services make outstanding contributions for our clients.
Competitive Environment
Direct recruitment
Manpower agencies
Security Agencies
1
3
8/8/2019 Os Report Final
14/43
Admin Services
o They provide a turnkey professional service of managing and monitoring our
clients non-core services.
o Allow their clients to focus on their core businesses while they focus on raising
their firms productivity through improved quality, efficiency and cost reduction.
3. Rewards& Recognition Services
The Les Concierges Rewards programmes enable organizations to increase employee
productivity, improve employee satisfaction and drive engagement. These solutions deliver
convenience and productivity benefits to the entire workforce and help organizations identify and
reward accomplishments and behaviors that drive desired operational results.
They also custom design loyalty programmes that elicit complete involvement from the clients
customers. They focus on the clients most profitable customers, providing a shared sense of
purpose, a real presence, personal touch and they deliver unpredictable and evolving
experiences. They work with the client company to create strategic partnerships; developing and
delivering customized programs that achieve results.
Competitive Environment
Loyalty companies such as Netcarrots.
Shopping sites with great catalogues such as Fabmall, Times shopping etc.
Companies such as Sodexho, Accor : getting into the gift certificate market
Cash as an option for rewarding 1
4
8/8/2019 Os Report Final
15/43
Tax regimes
4. Travel
Various end to end travel pertaining requirements are taken care of by the travel team. Whether
an inbound or an outbound tour has to be booked, our hotel reservations need to be taken care of,
special travel packages have to be availed at the best of prices, the Les Concierges travel team
always comes out on top.
5. Les Concierges Live (Value Added Services)
Event Management, Brand Marketing, Direct Selling, complete end to end execution
of promotions are some of the important services that are offered by the Value AddedServices Team.
Who Benefits From Their Services?
Managers: provides solutions through a single, consolidated window that are necessary to
manage people within large global organizations or even small project based teams.
Employees: provides a gamut of services that streamline their day-to-day work and help create a
positive work/ life balance.
Human Resources Administrators: provides an open approach to leveraging and extending
people investments, while helping manage the overall employee lifecycle.
1
5
8/8/2019 Os Report Final
16/43
CHAPTER 3: THE INDUSTRY PROFILE
3.1 MARKETS
SEGMENTS ADDRESSABLE MKT SECTORS
Concierge
Convenience ..and
Productivity
aEmployeeloyalty
Cos with established HR consciousness
IT, ITES, FMCG, Pharma, BFSI,Services, Media, Consulting
Large ''global'' organizations Auto, MNCs, Manufacturing, PSU,
Telecom, Audit/Advisory
Conglomerates - HR focus, Tatas, Birlas, Reliance, RPG,
1
6
8/8/2019 Os Report Final
17/43
best practices Jindals, Thapars, Apollo, Dishnet
b
Customer
loyalty
Differentiation, .recall,
reward customers
BFSI, Hospitality, B2B FMCG,
Residential complexes
Large -customer-facing
exposure
Orgn retailing, Airlines, Telecom,
Service appts, Clubs
Reward&
Recognition
Loyalty .seeking
organisations
Orgn retailing, Airlines, Telecom,
Multiplexes, Hospitality,etc
3.2 COMPETITION
Les Concierges is one of the leading Concierge service provider and related loyalty solutions. It
is a one stop point for all business solutions. It has such a big network and a wide range of
services that it does not have competitors as such.
There are many companies which provide services like concierge, rewards etc but none of themhave come up to the level of services that Les Concierges provide. Les Concierges services are a
collective of different divisions. Concierge is the core product. All other divisions are interlinked
with Concierge Services. The motto of Concierge services is from mundane to magical.
They aim at bringing work/life balance to the employees of the client companies.
3.3 SWOT ANALYSIS
Strengths
Fully equipped office in Bangalore.
Branches in all major cities in India.
Accessibility to major corporates.
1
7
8/8/2019 Os Report Final
18/43
Huge database.
Better facilities.
Experienced hands.
Professional and personal services.
No competitors.
Weaknesses
Lack of penetration to corporate due to inadequate staff.
Inadequate training.
Delay in major decisions.
Lack of 360 0 access to global business solutions.
Opportunities
Developing other branches.
New tie ups.
Marketing exclusive services and experiences.
More companies as clients.
Threats
Online portals.
Decreasing commission.
Increasing rates.
Political Instability.
1
8
8/8/2019 Os Report Final
19/43
Impact of Global Recession
The key challenges faced by any industry now are inflation and the psychological impact of the
US crisis, leading the companies to hit the panic button. Though analysts feel, recession is a
short-term phenomenon, it still has taken a toll on the industry.
Les Concierges Services Pvt. Ltd. render their services to many companies. Les Concierges provide companies with happier, more productive employees and better bottom lines. IT firms
are their major clients. Some of their major clients are IBM, Accenture, Wipro, Del etc. Since
IT companies were badly affected by the global recession, it has had an impact on the company
as well.Global recession trends and weak dollar has hit India's Information Technology industry with
many companies resorting to cost cutting measures. As a part of cost cutting, many companieshave limited the services of the company. There is no more recruitment in companies. It has
resulted in the decline of certain projects undertaken by this company. For eg, the joining kits
for new employees, contract workforce etc. were some of the services provided to client
companies.Bonuses, perks, lavish parties, and many other benefits are missing as companies look to cut
cost. The companies used to outsource the arrangements of such activities to this company. Now,
they consider the outsourcing of such tasks as an additional expense. Since appraisal,
recognition, tours and parties were missing, it has an impact on the company.
Thus, global recession has a great impact on the company.
1
9
8/8/2019 Os Report Final
20/43
CHAPTER 4: COMPANYS ORGANISATION STRUCTURE
4.1 ORGANISATIONAL CHART
2
0
MANAGING
CEO
HR-HEAD
FINANCE HEAD
RM-SINGAPORE
RM-DUBAI
VP CLUBCONCIERGES
VP CONCIERGES
SALES CONCIERGES
8/8/2019 Os Report Final
21/43
4.2 BRANCH STRUCTURE
2
1
NATIONAL HEAD-
NATIONAL HEAD-BUSINESS SERVICES
TRAVEL
LES CONCIERGES LIVE
Regional Manager
BranchManager
Call CenterSupervisors
Desks Account
s&Admin
Operatio
ns&
Sales &
Services
Agents
8/8/2019 Os Report Final
22/43
CHAPTER 5: DEPARTMENTS AND FUNCTIONS
5.1 FINANCE AND ACCOUNTS
FUNCTIONS
Monitoring the inflow and outflow of cash.
2
2
HEAD-FINANCE&ACCOU
NTS
Dy Mgr-Internal
audit/branch
DyMgr-
Payables
Dy Mgr-
Receivables
Travel
Accounts
R&R
Accounts
Branch
Accounts
8/8/2019 Os Report Final
23/43
8/8/2019 Os Report Final
24/43
5.2 HUMAN RESOURCES
FUNCTIONS
Human Resource Planning.
Recruitment, Selection and Placement.
2
4
HEAD- HR
HR-Documentati
on
HR-Admin
HR-Generali
st
HR-Recruitme
nt
PayrollBranchHRs
8/8/2019 Os Report Final
25/43
Formulation of certain policies and strategies.
Determination of salary,remunerations and other compensations.
ROLES AND RESPONSIBILITIES
1. Head-HR
To place Les Concierges as an employer of choice in the Service segment.
Strategies & formulate efficient systems & policies, standards & work
flow processes.
Annual HR Budget.
Recruitment and Workforce Planning.
Formulation of Retention Strategies.Building Capabilities & Organizational Learning through Training.
Increase Employee Engagement.
Performance Management & Reward.
2. HR- Generalist
Employee engagement.
Performance appraisal.
Employee relations.
Communication between different branches.
3. HR- Admin
Housekeeping.
Facilities.
Maintenance of office.
Vendor management.
2
5
8/8/2019 Os Report Final
26/43
4. HR- Documentation
Joining letters.
Offer letters .
Appointment of new employees.
Distribution of joining kits.
Issue of PF forms& ESI forms.
5. HR Recruitment
Recruitment of employees in branches all over India.
6. Payroll
Payment of Salary, compensation, benefits and bonus.
Looking after the statutory requirements of employees.
7. Branch HRs
In charge of each branch.
They do the initial documentation and send to the corporate office for
approval.
5.3 REWARDS& RECOGNITION
2
6
NATIONAL HEAD- R&R
8/8/2019 Os Report Final
27/43
FUNCTIONS
Providing solutions for client companies to reward and recognize their employees.
It acts as a motivational factor.
Majority of the companies give the policy and budget for R&R to motivate and retain
o Employees.
o Franchisees& Associates.
o
Clients and end customers.
o Building brand loyalty.
The various solutions are
An exclusive web platform for the client, which can be customized to2
7
BDMOPERATIONSMANAGER
OPERATIONS TEAM
FIELDEXECUTIVE
8/8/2019 Os Report Final
28/43
o Category based website
o Point based website
o Login based website
Loyalty and Database Management
o Complete end to end solution for birthday,service anniversary gifting of
employees.
Les Concierges Gift Vouchers
o Mono branded gift vouchers given to employees.
Gift shop
o Setting up gift shops at the premises of client companies for immediate
delivery of gifts.
Bulk and adhoc requirement
o Delivery of bulk products upon request.
ROLES& RESPONSIBILITIES
1. National Head
in charge of all branches.
2. BDM(Business Development Manager)
In charge of new business acquisitions.
CRM(Customer Relationship Management).
Maintain and retain client relations.
3.Operations Manager
2
8
8/8/2019 Os Report Final
29/43
Takes the budget.
Get the catalogue done.
Manages the operations.
4. Operations Team
Negotiates with the vendors.
Sets up the gift shops.
Meeting adhoc requirements.
6. Field Executives
Deliver the services at the destination.
5.4 BUSINESS SERVICES
2
9NATIONAL HEAD-BUSINESS SERVICES
8/8/2019 Os Report Final
30/43
Functions
To provide front office managers to the client companies(Ms Money Penny).
Reception meet and greet.
Meeting Room Management.
Corporate help desk services.
To provide CWF(Contract Workforce) for performing tasks like translators, trainees,
project managers etc.
Success Factors
People
Training
Management
Innovation
3
0
BDMOperations Manager
Recruiter
Operations
Executive
FrontOfficeteam
8/8/2019 Os Report Final
31/43
ROLES AND RESPONSIBILITIES
1. National Head
Managing operations.
Signing up with new corporate.
2. Business Development Manager
Brings in new businesses.
Does the market study.
3. Recruiter
Recruits the front officers, CWF etc.
4. Operations Executive
Takes care of the total requirements of payrolls.
Managing HR structure of the department.
5. Front Office Team
Manages the front offices.
Reception meet and greet.
Meeting Room Management.
Corporate Helpdesk services.
5.5 CONCIERGES
3
1
8/8/2019 Os Report Final
32/43
Concierges are the core business of Les Concierges Services Pvt. Ltd. They have a help desk in
most of the IT companies which provide services for the employees of the company.
FUNCTIONS
6 kinds of services
- Errand services : day to day services
E.g.:- paying bills
- Entertainment services : for recreation
E.g.:- movie tickets, delivering flowers
3
2
Vice PresidentCONCIERGES
RM-Kerala/T
N/AP
RM-Delhi/N
CR
BM-Bangalo
re
BM-Kolka
ta
BM-Pune
BM-Mumbai
Training
BM-Hyderaba
d
BM-Chennai
Operations
Team
Operations
Team
Operation
s Team
Operation
s Tea
m
Operation
s Team
Operations Team
Operations Team
8/8/2019 Os Report Final
33/43
- Travel services
E.g.:- bus tickets
- Govt. Jobs
E.g.:- passports, ration cards
- RTO .dept
E.g.: emission certificate, bike insurance
- Medical Aid
ROLES & RESPONSIBILITIES
1. Manager
in charge of all operations and sales.
maintain client relations.
2. Asst. Manager
handles client relations
desk visits.
assist with operations.
3. Operations Manager
checks whether the operations are running smoothly.
4. Desk Auditor
ensures that the transactions at the desk are running smoothly.
check whether the desk executives have correct product knowledge.
5. Desk Executive
3
3
8/8/2019 Os Report Final
34/43
promotes Les Concierges services to employees.
makes sure that the work is done at turnaround times.
6. Field Executive
assures whether the jobs given to them are done at turnaround times.
5.6 LES CONCIERGES LIVE
FUNCTIONS
taking brands to corporate audience.
providing value added services to the client companies at free of cost.
Tieing up with different brands to sponsor the events.
Enhancing Les Concierges as a brand.
Set up a digital TV network at the client company venue about
o Les Concierges
o Services
o Concierge Live
3
4
National Head- Live
Operations
Manager
Business
Manager
ProductManage
r
Relationship
Officer
8/8/2019 Os Report Final
35/43
8/8/2019 Os Report Final
36/43
5.6 TRAVEL
Developed as a subsidiary company known as Ls Concierges Travel India Pvt. Limited.
100% travel agency.
Head office at Bangalore.
Travel desk at iflex solutions.
SERVICES
3
6
National Head- Travel
Asst. Mgr
Operations
Travel Co-ordinators
Asst. Mgr.
Sales
SalesExecutive
8/8/2019 Os Report Final
37/43
Package Tours
Ticketing
Visas
Camping
Great weekends
ROLES AND RESPONSIBILITIES
1. National Head
Administration.
Control of Inbound and outbound tours.
Promotions.
Meeting Targets.
Vendor Tie ups.
2. Assistant Manager
Handle the enquiries with quick replies.
Increase conversion rates.
Achieving targets.
Monitoring the receipts and payments.
Preparing daily, weekly and monthly reports.
Supervising the team.
3. Travel Co-ordinators 3
7
8/8/2019 Os Report Final
38/43
Co-ordination with desk executives.
Keeping updated reports.
Interacting with vendors on a daily basis.
Maintaining client relations.
5.8 INTERCONNECTEDNESS OF VARIOUS DEPARTMENTS IN THE CORE
BUSINESS PROCESS
3
8
8/8/2019 Os Report Final
39/43
There is a centralized Finance and HR department in the company. There are six verticals in the
company. All these are interconnected to the Human Resources and Finance department.
The HR department of the corporate office has a dynamic role in the company. It is concerned
with the recruitment, selection and placement of employees in these verticals. Once the
employees are selected, they will have to undergo an induction or orientation programme. Then
they will be trained by the concerned departments for doing specific tasks. For e.g., the employee
who is appointed at the help desk of the client companies, the front office management team and
others will be trained for a minimum of two months. The HR department also determines the
salary, remuneration, and compensations etc for the employees.
3
9
8/8/2019 Os Report Final
40/43
The finance department manages the inflow and outflow of finance. There are different sections
for the payment and collection of funds. They are also concerned with the payment of the salary
determined by the HR department.
Concierge is the main business of Les Concierges Services Pvt. Ltd. All other verticals are linkedto the concierge services. Most of the new deals reach them through the help desk placed in the
client companies.
Thus all the departments are interconnected with each other. The interconnectedness is very
much linked in the core business.
CHAPTER 6: FINDINGS, SUGGESTIONS& CONCLUSION
4
0
8/8/2019 Os Report Final
41/43
6.1 FINDINGS
LesConcierges has such a wide range of services that they donot have any competitors as
such. They have a market share of 99.6% in India and a global estimate over 75%.
They have a wide global network. The companies they serve comes over 500, cities they
operate is 13 and the employees they empower comes about 5, 00,000 and growing.
They do not have a centralized marketing department for their promotional activities.
The reporting system is not structured.
As the IT companies perform well, the demand for their services also increases.
Less employee satisfaction results in absenteeism and turn over.
Lack of offices in remote locations.
Most of the decisions were taken by the director and so there is always a delay in
decisions.
6.2 SUGGESTIONS
A centralized marketing department should be set up which helps in expanding its
services.
The reporting system should be revised. The span of control has to be improved.
They should focus on different target segments so that any fluctuation in one department
will not affect them directly.
4
1
8/8/2019 Os Report Final
42/43
8/8/2019 Os Report Final
43/43
BIBLIOGRAPHY
1. Drucker .PeterF; .Management-Tasks,Responsibilities,Practices; Allied Publishers Pvt.
Ltd; 2007.
2. Koontz Harold, Weihrich Heinz ; Principles of Management; Tata Mc-Graw Hill;
2004.
WEBSITES
1. www.lesconcierges.co.in