36346535 Recruitment Selection Process Apollo Health Street

ABSTRACT

The present project work ”RECRUITMENT AND SELECTION

PROCESS” is carried out at “APOLLO HEALTH STREET ”

This project is categorized into seven chapters.

Chapter 1. Deals with the introduction. This chapter sets the

objectives of the study and also gives the need, scope and the

importance of the study.

Chapter 2. Deals with the Research Methodology adopted for

conducting the study and limitations of this study.

Chapter 3. Deals with the introduction to the Industry as well as the

company profile.

Chapter 4. Deals with the review of the literature. This chapter

introduces the concept of recruitment and selection process.

Chapter 5. Deals with the analysis of the data.

Chapter 6. Deals with findings that were arrived at after making the

data analysis.

Chapter 7. Deals with the suggestions and conclusions based on the

findings.

CONTENTS

INDEXPAGE

NUMBER

CHAPTER I 1

Introduction 2-3

Objectives 4

Need scope & importance of the study 5-8

CHAPTER II 9

Methodology 10

Limitations 11

CHAPTER III 12

industry profile and Company profile 13-49

CHAPTER IV 50Introduction & Briefing about Recruitment and selection 51-56

CHAPTER V 57

Primary research analysis & Interpretation 58-67

CHAPTER VI 68

Findings & Conclusion 69-72

CHAPTER VII 73

Suggestions 74

Questionnaire 75-77

Bibliography 78

CHAPTER-I

INTRODUCTION

Recruitment is the set of activities takes place in an organization to

attract job candidates possessing the appropriate characteristics to

help the organization reach its objectives. It involves seeking and

attracting a pool of people from where suitable qualified candidates

can be chosen for vacancy. The basic purpose is to collect a group of

potentially qualified people. Selection is the process of finding out the

most suitable candidates for the suitable job. After identifying the

sources of manpower, searching for prospective employees and

stimulating them to apply for jobs in the organization, the

management has to perform the function of selecting the right

employees at the right time and at the right post.

Sample size taken for study is 100. A. questionnaire

is prepared according to the parameters like human resource planning,

cost effectiveness, induction recruitment and selection. The

questionnaire is distributed to the executives of Apollo Health Street

and basing on the obtained data, conclusions, suggestions &

recommendations are drawn.

Every organization follows the process of

recruitment and selection. In AHS, this process shall be initiated on

receiving a requisition in the prescribed format duly approved by the

MD/ executive director. It should contain the particulars of role,

responsibilities reporting relationship, qualification etc,. The selection

methodology for various positions shall be based on personal

interviews

The recruitment and selection process followed in AHS is

comparatively well defined. Most of the candidates are recruited

through Employee Reference and Consultancy. Candidates selected

are given a probationary period. The suggestions drawn through the

project study are like before posing the candidates to personal

interviews, tests like aptitude, achievement, situational, interest, group

discussion and personality development interview should be

conducted. This helps the company in retaining employees for long

time.

Overall manpower planning in AHS is conducted

systematically and selection procedure is done through experts. This

makes the company to lower the employee turnover at the same time

developing the selected candidates for future organizational goals.

OBJECTIVES OF THE STUDY:

The objectives of the project study include :

• To know the various sources of recruitment and their availability

at AHS.

• To obtain the feed back of the employees about the recruitment

and selection procedures followed in the company.

• To review the recruitment process and to make improvements to

the forthcoming recruitment programs at AHS.

• To find out the effectiveness of the selection procedure at AHS.

• To know various methods of selection procedures adopted by

AHS.

• To suggest measures accordingly.

SCOPE OF THE STUDY

• The scope of the study includes the following aspects of

recruitment and selection

• The feed back of an employee .

• Proper utilization of human resource planning.

• Effectiveness of recruitment process and techniques.

• The selection procedure is effective or not.

• Cost effectiveness.

CHAPTER-II

METHODOLOGY

At APOLLO HEALTH STREET, the recruitment process is initiated on

receiving a requisition in the prescribed format duly approved by the

MD/Executive director. The requisition shall contain particulars of

designation, role and responsibility reporting relationship, qualification

and experience required and critical skills that are essential for

effective performance.

Recruitment process shall commence with an internal search, which

shall be initiated by the HR department. In case no suitable person is

identified from with in, search from the application data bank shall be

resorted to like placement agencies or release of advertisements.

Applications will be collected either by post or personal.

Intimation for interviews shall normally be sent through mail/courier in

the prescribed format. In other cases, it may be sent through other

modes like telegram, telephone, etc.

The project work done in Apollo Health Street was based

on the questionnaire which was filled by the executives of the

company. The questionnaire was prepared based on the recruitment

and selection techniques and was filled on behalf of the following

sample size by their executives.

They were :

Recruitment techniques : Advertisements in media

Placements agencies.

Campus recruitment

Employment exchanges

Employee reference

Online recruitment

Sample size : 100 employees working at executive

level in the corporate office.

The sample was selected randomly.

In Apollo Health Street the above said techniques

are used to search for suitable candidates.

Parameters used in the questionnaire are as follows

• Human Resource Planning

• Recruitment

• Selection

• Cost effectiveness

Basing on the ratings of the employees, the effectiveness of the

recruitment and selection process in the Apollo Health Street will be

clearly known.

SOURCES OF DATA:

1. Primary data

2. Secondary data

3. Analysis of data

Primary data is collected in order to avoid any mistakes

due to transcription which may arise when collected

through secondary sources. The data is collected by

questionnaire method.

Secondary data is collected from the companies’ reports,

manuals and brochures. Through company records, books,

HR reports etc.

SAMPLING PROCEDURE:

The sampling method used was random sampling. The sampling

method was used because of lack of time and lack of knowledge about

the universe. The sample size was fixed to 100 respondents; the

sampling procedure is response form.

STATISTICAL TOOLS USED: PIE CHART:

PERCENTAGE ANALYSIS:

In this research, various percentages are identified in the

analysis and they are presented pictorially by way of bar diagrams and

pie charts in order to have a better quality.

LIMITATIONS

• The superior may not dedicate much time to fill up the

questionnaire which results in not so authentic data or

information.

• The employees may not reveal the secrets of the company.

As the questionnaire is restricted to only 12 questions, the study

could not cover the

other aspects of the topic

COMPANY PROFILE Apollo Health Street is an end-to-end healthcare focused

services company, with impeccable credentials, proven track

record and unwavering commitment aimed at delivering value

added services to its clients. It is backed by the renowned

Apollo hospitals group, headquartered in India, whose

integrated healthcare network involves 35 hospitals, 40 clinics

and 100 plus pharmacy outlets, a workforce of 16000 including

4000 physicians.

Our services, management processes and qualified accredited

professionals match international standards.

We offer Business Process Outsourcing services to US

healthcare providers and payers. We aim to help healthcare

providers and payers worldwide, save time and money, by

remotely executing their non-core health information

management activities such as medical transcription, coding,

revenue cycle management and claims processing. By doing

so, we help our clients to focus on their core business,

increase their productivity and quality of service resulting in

better customer satisfaction and higher revenues.

Our IT based business process solutions are designed to

increase process efficiencies and significantly reduce costs.

Our offerings are tailored to meet the requirements of your

processes while keeping in mind the services you offer, the

technologies that you currently have in place and the direction

in which you want to grow. Through technologies that increase

productivity and open up new sources of benefits to our

clients, we have helped both public and private sector

healthcare organizations improve their business performance.

VISION

To become the leading Healthcare BPO and IT- Services

company with a relentless pursuit of “people excellence”

MISSION

Our mission is to demonstrate World-Class in India. We are

committed to growth, to our values, to ethical standards and

to customer satisfaction at all times. We promise our

employees, clients and partners an extraordinary emphasis on

service excellence and the creation of sustained value.

OUR VALUES

Passion For Excellence

We shall aim at excellence in all our endeavors, both within the

organization and the market in which we deliver our services.

• Integrity & Confidentiality

We shall conduct ourselves in a conscientious manner in

all transactions and deal with people professionally and

transparently, while maintaining privacy and

confidentiality deserved by our customers.

• Focus On Customer

We shall be empathetic, sensitive and responsive to the

needs of our customers – external and internal.

• Trust

We shall live up to the depth and assurance of the

integrity of our character reposed in us by our customers.

• Respect For People

We recognize that people are the corner - stone of our

success. We value our diversity as a source of strength,

and at all times shall treat our colleagues with respect

and dignity.

Benefit to Humanity

We shall remember that our work, in whichever sphere, is to

be at all times, for the greater benefit of the society and

humanity at large.

Apollo Health Street is a global healthcare services company

offering Business Process Outsourcing and IT Solutions and

Services to global clientele with its principle place of business

in the city of Hyderabad, India. Apollo is a focused ‘pure-play’

health care process outsourcing company with business

presence and service delivery capabilities in India, US and the

UK.

Apollo is a subsidiary of the renowned Apollo Hospitals Group

(Reuters Ticker - APLH:BO); India’s largest integrated health

care services provider.

The Apollo Hospital Group has been a key contributor to its

success in building a domain-lead business for health care

services. Backed with the support of the parent organization, it

has emerged as a pure play healthcare back-office and

technology organization creating win-win solutions for clients.

Since its inception in 1999, Apollo Health Street has grown to

be ranked among the top three Healthcare focused BPO firms

in India with a growth rate of more than 70% in the last 3

years.

Apollo’s business solutions address the Provider (Hospital and

Physician) and Payer (Insurer and TPA) segments of the health

care market. The service portfolio includes revenue cycle

management, medical billing, medical coding, claims

administration, claims adjudication and clinical information

systems implementation as offered onsite and/or offshore

The Management team is a dedicated group of skilled

managers and health care domain experts with a passion for

business and for Apollo. Continuous learning, training and

quality continue to drive the management philosophy. Apollo

has been able to demonstrate its fulfillment and services

capabilities across all its business lines and is geared to grow.

ACHEIVEMENTS

• We have doubled our staff strength to 900 FTEs in a span

of one year.

• We have been awarded the largest healthcare contract

outsourced to an offshore location.

• Our clients, who have been with us for 5 years now, stand

undisputable testimony to the high standards of service

we consistently deliver.

• One of the significant highlights of the year 2005 was our

Chairman, Dr. Prathap C. Reddy’s visit to the US as part

of a high level CEO Forum from India. The delegation,

which accompanied the Prime Minister of India, resolved

to strengthen ties between the two countries, and the

future holds great promise of collaborations between us.

• AHS has been recommended for ISO 9001:2000

CERTIFICATION" and we have been certified ISO 27001

(ISO 27001 replaced the original standard, BS 7799-2.).

• The State Government awarded our MD, Ms. Sangita

Reddy the TOP WOMAN ENTREPRENEUR in the

Information & Communication Technology sector for the

year 2005

BPOApollo Health Street is an end-to-end focused global healthcare

services company. We offer back-office services to commercial and

government health plans, managed care organizations, third party

administrators, pharmacy benefit management companies and other

payer organizations. Our processes significantly curtail the operational

cost of care administration and improve the bottom-line of our clients.

Our clientele is among the top five commercial payers in the US

market.

Apollo caters to health information needs of US based Physician groups

and Hospitals. Our HIPAA compliant services, internationally

recognized information management processes and highly qualified

professionals with industry-approved accreditations deliver effective

solutions to our clients. A combination of our global delivery model,

medical domain expertise, US market knowledge and customer focus

provides our clients with superior services at all times entailing a

reduction in total cost of delivery by 30%.

BPO PROVIDERApollo Health Street offers end-to-end healthcare focused services to

Physicians, Physician groups & Hospitals. Our HIPAA compliant

services, internationally recognized information management

processes and highly qualified professionals with industry-approved

accreditations deliver effective solutions to our clients. A combination

of our global delivery model, medical domain expertise, US market

knowledge and customer focus provides our clients with superior

service and reduction in total cost of delivery by 30%. Our key services

for physician groups and hospitals are:

• Revenue Cycle Management and Extended Business Office

• Medical Collection

• Medical Coding

Medical Transcription

BPO PAYER

We offer back-office services to Commercial and Government Health

Plans, Managed Care Organizations, Third Party Administrators,

Consumer Directed Health Plans, Pharmacy Benefit Management

companies and other payer organizations. Our processes significantly

curtail the operational cost of care administration and improve the

bottom-line of our clients while letting them focus on their core

activities. Our clientele is among the top 5 commercial payers in the

US market.

• Claims Administration

• Network Management

• Back Support Services

Medical Management

Payer-side Service Offerings

IT DEVELOPMENT

With our in-depth understanding of both provider and payer business

processes, developing applications that EMPOWER providers and

payers, is what we specialize in. They in turn are able to focus on what

they do best and improve the quality of care and healthcare services.

We partner with Healthcare vendors to develop high-end enterprise

applications for providers, payers, intermediaries, pharmaceutical

companies and other healthcare/life sciences entities.

We offer Software Development, Integration, Maintenance and Support

services to healthcare organizations, globally. We make this possible

with a team of highly qualified and experienced IT professionals and

large pool of Healthcare consultants.

We specialize in:

• Provider Applications

• Payer Applications

• Pharmacy Applications

e-Services

AHS end-to-end development capabilities

QA/QC Testing

Apollo has a well trained and certified Quality team specialized in

advanced technologies. Their skill set on the Quality front adds value

to our clientele as trouble shooting even in complexities are readily

identified and fixed. The QA testing procedures at Apollo meet

deadlines with adherence to a stringent quality testing norm. Apollo

offers a total solution for companies looking for quality QA testing. It is

this service of ours that gives you an edge over our competitors.

AHS Quality difference for Healthcare IT products

IT IMPLEMENTATIONWe, at AHS follow a structured and well-defined implementation

process. This includes, pre-implementation, implementation and post-

implementation stage. Each stage has a series of well-defined steps

that are followed to ensure that our partner’s solution is accepted and

ready-to-roll with the client.

Our implementation team consists of Healthcare professionals or IT

professionals who have worked in Healthcare environment, working on

Information Systems. Thereby, with a better understanding of a

Healthcare facility our implementation team ensures that the

application is implemented 'as it should be' and users appreciate the

benefits that the application will provide.

We partner with Healthcare Information Systems / other enterprise

Healthcare application vendors, to complement their development

team. We partner with the following product companies:

• HIS (For both clinical and administrative modules)

• PACS

• Claims Management Systems

• Healthcare Supply-Chain Mgmt. Systems

• EHR/ EMR in hospitals

• Practice Management Systems in hospitals/ large provider

practices

AHS Implementation Process

We have taken up some large implementation projects across the

globe. Some of the key initiatives being:

• Partnering with large Healthcare organization for implementation

of HIS in Asia

• We have implemented 3rd party and our own HIS, LifeLine, in

over 35 hospitals in Asia

• We are the ‘preferred implementation partners’ one of the

largest HIS firm in Europe.

o We are engaged in a large implementation project in the

UK

• We are the implementation partners of leading billing application

firm in US

With our strong Healthcare domain knowledge and a pool of

experienced implementation professionals, we not only bring

exceptional implementation experience, but also lower implementation

costs.

It HIMS

This product offering for Asia only

An ideal Hospital Information System, manages information across the

entire hospital by eliminating data capture redundancy and controlling

the time & cost, thereby facilitating for a secured access to patient and

administration information within the 4 walls of the hospital on a real

time basis.

LIFELINE is a Hospital Information Management System built for

automating the Care process in-synchronous with the Administrative

process for the New Generation Healthcare Providers.

LIFELINE adopts the best business practice suiting hospitals of varied

sizes.

LIFELINE is an integrated HIS with a comprehensive suite of modules,

providing an array of technological imperatives including,

computerized services booking, automated nursing documentation,

integrated pharmacy, automated medication administration and billing

system that ensures zero lost billing opportunities.

LIFELINE is:

• Seamlessly integrated across all points of care & support

functions leveraging the best clinical and administrative

practices

• Configurable to dynamic clinical and administrative parameters

ensuring a flexible user defined solution

• Highly secure and protects clinically sensitive information with

option to configure access depending on roles, user/group types

• Follows International Medical Standards for codification

• Scalable beyond the 4 walls of the healthcare entity by

leveraging the power of the web

LIFELINE integrates the front-office operations like Helpdesk,

Registration, Appointments Scheduling, OP Clinics, and Patient

Admissions to points-of-care like Wards, Day Care unit, ICU/ICCU/PICUs,

Operation Theatres, Laboratories, Radiology and Pharmacy. All these

modules are tightly integrated with Billing, hence ensuring NO

REVENUE LEAKAGE.

LIFELINE also supports back-office functions like Inventory

administration, Payroll and MIS Reports generation.

InfrastructureFacilities

Apollo Health Street is a private company, incorporated in the United

States and registered under the state laws of Delaware. The corporate

office is located in Long Island, New York with 15 employees. We offer

our clients a global delivery model through our Onsite (Client location),

Onshore (US location) and Offshore (India) delivery capabilities

Our global delivery center is located in the Apollo Hospital Complex in

Hyderabad, India. We have about 600 professionals working out of this

delivery center for clients across the US and UK.

The Apollo group overall occupies more than 4 million square feet

across India (Hyderabad, Delhi, Madras, Bangalore, Bombay and other

centers). Our global delivery center currently occupies a fully furnished

office space of 40,000 square feet, accommodating 350 seats that can

seat close to 600 people on a 2 -shift basis

Library - We have a library housing magazines and journals on

various aspects of healthcare such as Health Information

Standards. Healthcare Financing, Healthcare Technologies and

region specific global healthcare trends

Cafeteria - Subsidized lunch service is available for all the employees

in the Apollo cafeteria. Coffee and tea vending machines are installed

for the employees. Further, food and nutrition counselors are available

for health advice. A round the clock professional catering service is

also available in the hospital cafeteria.

Recreation & Wellness Center - Employees have access to a well-

developed gymnasium with facilities for exercising, yoga, meditation and aerobics. Facilities for sports like table tennis, badminton, and football are available for the employees.

Medical Services - Medical services at the Apollo Hospital are

available round the clock. Medical services at Apollo Hospital are

available at discounted rates for employees and family members.

Logistics - Given that our office is a landmark within Hyderabad city, it

is well connected by both public and private transport. Local staff use

the following transport means:

• Dedicated buses run by us for the staff

• State government run buses, which ply from other parts of the

city to our office

• Private transport like cabs and ‘three wheelers’

• Personal vehicles like cars and two wheelers.

Apollo Health Street offshore delivery center is completely networked

for Voice and Data.

Local Area Network (LAN)

• High performance switches with redundant power and CPU

• Integrated security services including firewalls, filtering and per

port security supplies, end-to-end safe transport for all types of

application data including CRM, ERP and VoIP

• Secured V-LAN for separate clients

Network Security with ACLs

Data & System Security

Network Based Intrusion Prevention (IDS)

With the help of a network-based state-of-the-art intrusion prevention

system we keep track of all attempts and drop packets made to

compromise servers/applications.

Firewall

Deployed high performance firewalls with high availability mode to

secure perimeter networks. All the servers/applications are placed

behind the firewall. All access to servers is compulsorily routed through

this firewall.

Anti-virus

We have deployed enterprise wide anti-virus protection on all servers,

desktops and gateway levels to scan inbound and outbound traffic for

SMTP, HTTP, FTP, and POP3 protocols.

Windows Authentication

Windows 2000-based network with Kerberos enabled logon.

Data Backup

Backup is done on a daily basis using SDLT drives. Monthly backups

are stored offsite. We undertake regular data

restoration ensuring data availability.

Internet Connectivity

Sufficient band width Internet connectivity from different service

providers with OFC & Radio last miles are installed for web connectivity

and redundancy. High performance routers with Internet load

balancers are configured in high availability mode.

International Private Leased Circuit

Adequate dedicated International private leased circuits over the

Pacific and Atlantic routes acquired through different service providers

for redundancy and high availability. Multiple modes for last mile –

Fiber & Radio. Our service providers have delivered an uptime of

99.5% and above.

Call Center

• Hybrid (inbound and outbound).

• Built for both VOIP and VOFR.

• All critical systems and subsystems have built-in redundancies,

supplemented by in-house stocked spares and extremely

stringent response and uptime SLAs.

Our HIPAA compliance initiatives ensure that Protected Health

Information (PHI) is kept secure and the related privacy and security

norms are met. We achieve this through the following:

• Data Security Systems

• Compliance Management

• Training & Education

Our intellectual property and data is safe in a 5-tier security system

• Workstation security

• Server security

• Network security

• Web content security

Data misuse checks

HUMAN RESOURCE PLANNING:

Human resource planning is “a process by which an organisation

should move from its current manpower position to its desired

manpower position. Through planning, management strives to have

the right number and right kind of people at the right places at the

right time, doing things which result in both the organisation and the

individual receiving maximum long-run benefit”.

Human Resource Planning is the efficient utilization of organizational

resources-Human, capital and technological with the continual

estimation of future requirements and the development of systematic

strategies designed toward goal accomplishment.

“The process of determining manpower requirements and the means

for meeting those requirements in order to carry out the integrated

plan of the organisations”

----Coleman

“Human resource planning is an integrated approach to performing the

planning aspects of the personnel function in order to have a sufficient

supply of adequately developed and motivational people to perform

duties and tasks required to meet organizational objectives and satisfy

the individual needs and goals of organization members”.

----Leon C.Megginson

OBJECTIVES:

The important objectives of human resource planning in an

organisation are:-

To recruit and retain the human resource required quantity and

quality.

To foresee the employee turnover and make the arrangements

for minimizing turnover and filling up of consequent vacancies.

To meet the needs of the programmes of expansion

,diversification etc.,

To foresee the impact of technology on work ,existing employees

and future human resource requirements.

To improve the standards, skill, knowledge, ability, discipline,

etc.

To assess the shortage of human resources and take measures

accordingly.

To maintain congenial industrial relations by maintaining

optimum level and structure of human resources

To minimise imbalances caused due to non-availability of human

resources of right kind, right number in right time and at right

place.

To make the best use of its human resources

To estimate the cost of human resources

RECRUITMENT AND SELECTION

MEANING AND DEFINITION

Recruitment has been regarded as the most important function of

personnel administration, because unless the right type of people are

hired ,even the best plans, organisation charts and control systems

would not do much.

A person unknown , living somewhere comes to a working unit through

this recruitment and selection process provided he is interested in

working. Where recruitment reduces the number of persons applied for

the post due to limited vacancies, selection gives a way to be into the

organization and training the after cup taste. Once the person gets into

it he gets a “golden goose” i.e., a life time security. However the

applicant attitude pays him a lot. Stringent rules and regulations are

applicable in this process of recruitment and selection.

“Recruitment is a process to discover the sources of manpower to

meet the requirements of the staffing schedule and to employ effective

measures for attracting the manpower in adequate numbers to

facilitate effective selection of an efficient workforce”

-------Yoder

“The process of searching for prospective employees and stimulating

them to apply for jobs in the organization”,

-----Edwin B.Flippo

SUB SYSTEMS OF RECRUITMENT

There are four subsystems in recruitment which can be divided into

further subsystems.

• Finding out and developing the sources where the required

number and kind of employee’s are are/will be available.

• Developing suitable techniques to attract the desirable

candidates.

• Employing the techniques to attract candidates, and

• Stimulating as many candidates as possible and making them to

apply them for job irrespective of number of candidates in order

to increase selection ratio.

COMPLEXITY OF THE FUNCTION OF RECRUITMENT

The activity of recruitment i.e., searching for prospective employees is

affected by many factors like,

Organizational policy regarding filling up of certain percentage of

vacancies by internal candidates

Local candidates ( sons of soil)

Influence of trade unions.

Government regulations regarding reservations of certain number of

vacancies to candidates based on community/region/caste/sex .and

Influence of recommendations, nepotism etc.

The other activity of recruitment is consequently affected by

the internal factors such as

• Working conditions

• Promotional opportunities

• Salary levels, type and extent of benefits

• Other personnel policies and practices

• Image of the organization, and

• Ability and skill of the management to stimulate the candidates

It is also affected by external factors like

• Personal policies and practices of various organizations

regarding working conditions, salary, benefits, promotional

opportunities, employee relation etc.

• Career opportunities in other organizations: and

• Government regulations.

However, the degree of complexity of recruitment function can

be minimized by formulating sound policies.

RECRUITMENT POLICIES

Recruitment policy of any organization is derived from personnel

policy of the same organisation. Recruitment policy y itself should take

into consideration the government’s personnel policies of the other

organization regarding merit, internal sources, social responsibility in

absorbing minority sections, women etc Recruitment policy should

commit itself to the organizations personnel policy like enriching the

organizations human resources or serving the community by absorbing

the worker sections and disadvantaged people of the society,

motivating the employees through the internal promotions, improving

the employee loyalty to the organization by absorbing the retrenched

or laid off employees or casual/temporary employees or dependants of

present/former employees etc.,

The following factors should be taken into

consideration in formulating recruitment policy. They are;

• Government policies

• Personnel policies of other compete ting organizations

• Organizations personnel policies

• Recruitment sources

• Recruitment costs

• Selection criteria and preference etc.

SOURCES OF RECRUITMENT

Sources are those where prospective employees are available like

employment exchanges. When a person is needed to fill a vacant

organization position, this individual may come from inside or outside

the company. some companies prefer to recruit from within, since this

aids employee morale, loyalty and motivation. Other companies prefer

to recruit externally to prevent inbreeding and to encourage new ways

of thinking.

INTERNAL SOURCES

Internal sources include;

Present permanent Employees organisations consider the candidates

from internal source for higher level jobs due to:

Availability of most suitable candidates for jobs relatively or equally to

the external sources.

To meet the trade unions demand

To the policy of the organization to motivate the present employees.

Present temporary or casual employees:

Organisation find this sources to fill the vacancies relatively at lower

level owing to the availability of suitable candidates or trade union

pressures or in order to motivate them in their present jobs.

Retrenched or retired employees:

The organization takes the candidates for employment from the

retrenched due to obligation, trade union pressure. Some times the

organizations prefer to re-employ their retired employees as a token of

their loyalty to the organization or to postpone some inter personal

conflicts for promotion etc.

Dependents or deceased, disabled, retired and present employees:

Some organizations, in an attempt to show loyalty, provide

employment to the dependents of deceased, disabled and present

employees. such organizations find this source as an effective source

of recruitment.

External Sources:

Organisations have at their disposal a wide range of external sources

for recruiting personnel. External recruiting is often needed in

organizations that are growing rapidly, or that have a large demand for

technical, skilled, or managerial employees. External source provide a

larger pool of talent, and they prove to be cheaper, especially when

dealing with technical or skilled personnel who need not be offered any

training in the organization, in the long run.

External source include

Educational and training institutes: different types of organizations like

industries, business firms, service organizations can get experienced

candidates of different types from various educational institutions like

colleges and universities imparting education in science, commerce,

arts, engineering and technology, agriculture, medicine, management

studies, etc., and trained candidates in different disciplines like

vocational, engineering, medicine from training institutions like

vocational training institutes of state government in various states,

national industrial training institute for engineers etc., all these provide

facilities for campus recruitment and selection.

Private employment agencies/consultants: public employment

agencies are consultants like ABC consultant in India perform the

recruitment functions on behalf of a client company by charging fee.

Public employment exchanges: the government setup public

employment exchanges in the country to provide

information about vacancies to the candidates and to help the

organizations to find out suitable candidates.

Professional organizations : professional organizations or associations

maintain complete bio data of their members and provide the same to

various organizations on requisition they also act as an exchange

between the members and recruiting firms in the exchanging

information, Clarifying doubts etc., Organisations find this source more

useful to recruit the experienced and professional employees like

executives managers and engineers.

Data banks: the management can collect the bio-data of the

candidates from different sources like employment exchange,

educational training institutes, candidates etc., and feed them in the

computer can get the particulars as and when it needs to recruit.

Casual applicants : depending upon the image of the organization .its

prompt response, participation of the organization in the local

activities, level of unemployment, candidates apply casually apply

casually for jobs through mail or handover the applications in

personnel department.

Similar organizations: Generally , experienced candidates are available

in organizations producing similar products or are engaged in similar

business. The management can get most suitable candidates from this

source.

Trade unions: Generally, unemployed or under employed persons or

employees seeking change in employment put a word to the trade

union leaders with a view to getting a suitable employment due to the

latter’s intimacy with management. The trade union leaders are aware

of this fact and in order to satisfy the trade union leaders,

management enquires trade unions for suitable candidates.

Online recruitment : it has been one of the dominant sources where in

various websites provide the various opportunities and vacancies in

different companies. The candidates can directly apply for the jobs

online and also the companies can get the data bases of the

candidates through the internet .

SELECTION

Selection is the process of finding out most suitable candidate to the

jobs. After identifying the sources of manpower, searching for

prospective employees and stimulating them to apply for jobs in an

organization , the management has to perform the function of

selecting the right employees at the right time. The obvious guiding

policy in selection is the intention to choose the best qualified and

suitable candidate for each unfilled spot. The objective of selection

decision is to choose the individual who can most successfully perform

the job from the pool of qualified candidates.

JOB ANALYSIS:job analysis is the basis for selecting the right

candidate. Every organization should finalise the job analysis, job

description, job specification and employee specification before

proceeding to the next step of selection.

RECRUITMENT: recruitment refers to the process of searching for

prospective employees and stimulating them to apply for jobs in an

organization. Recruitment is the basis for the remaining techniques of

the selection and the later varies depending upon the former.

APPLICATION FORM : application form is also known as application

blank. The technique of application blank is traditional and widely

accepted for securing information from the prospective candidates. It

can also be used as a device to screen the candidates at the

preliminary level. Many companies formulate their own style of

application forms depending upon the requirement of information

based on the size of the company, nature of business activities, type

and the level of the job etc., they also formulate different application

forms for different jobs, at different levels, so as to solicit the required

information for each job.

WRITTEN EXAMINATION: the organisation have to conduct return

examination for the qualified candidates after they are screened on the

basis of the application blanks so as to measure the candidates

attitude towards the job,to measure the canditades aptitude,

reasoning, knowledge and English language.

PRELIMINARY INTERVIEW : preliminary interview is to solicit

necessary information for the prospective applicants and not to asses

the applicant’s suitability to the job. The information thus provided by

the candidate may be related to the job or personal specification,

regarding education, experience, salary expected, physical

requirement etc. preliminary interview is useful as a process of

eliminating the undesirable and unsuitable candidates. If a candidate

satisfies the job requirements regarding most of the areas, that

candidate may be selected for the further process. Preliminary

interviews are short and known as stand-up interviews or seizing up of

the applicants or screening interviews. Certain required amount of

care is to be taken to ensure that the desirable workers are not

eliminated. This interview is also useful to provide the basic

information about the company to the candidate.

GROUP DISCUSSSION: The technique of group discussion is used in

order to secure the further information regarding the suitability of the

candidate for the job. Group discussion is a method where groups of

the successful applicants are brought around the conference table and

are asked to discuss either a case study or a subject matter. The

candidate in a group are required to analyse, discuss, find alternative

solutions and select the sound solution. A selection panel thus observe

the candidates in the areas of initiating the discussion, explaining the

problem, soliciting unrevealing information basing on the given

information and using common sense, keenly observing the discussion

of others, clarifying controversial issues, influencing others, speaking

effectively, concealing and mediating arguments among the

participants and summarizing or concluding aptly. The selection panel,

basing on its observation, judges the candidates’ skill and ability and

ranks them according to their merit. In some cases, the selection

panel may also ask the candidate to write the summary of the group

discussion in order to know the candidates’ writing ability as well.

TESTS: The objective of the tests is to solicit further information to

asses the employee suitability to the job. Some of the important tests

are;

• Intelligent test

• Aptitude test

• Achievement test

• Interest test and personality test

• Situational test

• Judgement test

• Projective test

FINAL INTERVIEW: this is the most essential step in the process of

selection. The interviewer matches the information obtained about the

candidate through various means to the job requirements and to the

information obtained through his own observation during interview.

Some of the types of interviews are:

• Informal interview

• Formal interview

• Planned interview

• Patterned interview

• Non-directive interview

• Depth interview

• Stress interview

• Group interview

• Panel interview

MEDICAL EXAMINATION: certain jobs require certain physical

qualities like clear vision, perfect hearing, unusual stamina, tolerance

of hard working conditions, clear tone etc. medical examination reveals

whether or not a candidate possesses these qualities.

REFERENCE CHECKS: After completion of the final interview and

medical examination, the personnel department will engage in

checking references. Candidates are required to give the names of

reference in their applications forms. These references may be from

the individuals who are familiar with the candidate’s academic

achievements or from the applicant’s previous employer, who is well

versed with the applicant’s job performance, an some times from co-

workers.

FINAL DECISION BY LINE MANAGER: The line manager concerned

has to make the final decision whether to select or reject a candidates

after soliciting the required information through different techniques.

EMPLOYMENT: After taking the final decision, the organization has

to intimate the decision to the decision to the successful as well as

unsuccessful candidates. The organization sends the appointment

orders to the successful candidates, either immediately or after

sometime, depending upon its time schedule. The organizations

communicates the conditions of employment to the successful

candidates along with appointment order. Organizations prepare

contracts of employment and the organization and the candidates

enter into the contract. Then the candidate is employed by the

organization by receiving the joining report from the candidate

formally. After this stage, the candidate becomes the employee of the

organization. The management places the new employee, referably on

probation, before placing him on the right job.

STEPS IN SCIENTIFIC SELECTION PROCESS

RECEIVING APPLICATIONS

SCREENING OF APPLICATIONS

EMPLOYMENT TESTS

REJECTION OF UNSUITABLE CANDIDATES

INTERVIEW

REFERENCE CHECKING

MEDICAL EXAMINATION

FINAL SELECTION

SELECTION TESTS

The most vital technique of selection which gained significance in

recent years is testing. Employment-tests help the management in

evaluating the candidate’s suitability to the job. These tests are also

called psychological tests because psychologists have contributed a lot

in developing these tests. Employment tests is an instrument

designed to measure the nature and degree of one’s psychological

potentialities, based on psychological factors, essential to perform a

given job efficiently.

The purpose of these tests is to help in judging the ability of a

candidate in a given job-situation. The tests help in ranking candidates

and are valuable in determining subsequent success on the job.

Thus tests are useful in selection, placement, promotions,

performance appraisal and potential appraisals.

TESTING CONCEPTS INCLUDE:

JOB ANALYSIS: Job analysis provides basic information about the

type of the candidate needed by the organization. Job specification

and job requirements provide information about the demands made

by a job on the incumbent, whereas employee specification gives the

information about the characteristics, qualities, behaviour of the

employee needed to perform a job successfully.

RELIABILITY: After identifying the tests, the administrator of test

should ensure the reliability of test/instrument. Reliability of a test

refers to the level of consistency of score or results obtained

throughout a series of measurements.

VALIDITY: Any selection device should aim at finding out whether a

candidate possessed the skills or talents required by a particular job or

not.

TYPES OF TESTS

Tests are classified into five types.

1. Aptitude tests

Intelligence tests

Mechanical aptitude

Clerical aptitude tests

Psychomotor tests

2. Achievement tests

Job knowledge tests

Work sample tests

3. Situational tests

Group discussion

In basket

4. Interest tests

5. Personality tests

Objective tests

Projective tests

SELECTION OF INTERVIEWING

Interview is defined as a conversation or verbal interaction, normally

between two people, for a particular purpose. The most widely and

popularly used selection technique is interview. Almost all the

organizations adopt interview technique. It measures all relevant

traits, factors and integrates all necessary information, about the

candidates, collected through various means as its scope is wider than

any other selection technique.

OBJECTIVES: The objectives of interview are:

To collect accurate and essential information about the

candidates.

To provide the candidates with the facts of the job and the

organizations.

To establish a rapport with the prospective employees.

To sell the company at a premium to the candidates.

To judge and evaluate the suitability of the candidate to the job,

basing on job and

organizational requirements.

To see the inner view and feeling of the candidates.

TYPES OF INTERVIEWS

Employment interviews for selecting a most suitable candidate

for a job.

Appraisal interviews for appraising the performance of a

subordinate by superior.

Sales interviews for convincing a customer by a salesman.

Counselling interviews for counseling the employees regarding

their family,

personal and career problems by the personnel manager.

Discussing and enquiring about the grievance or a disciplinary

case (grievance

interview/ disciplinary interview).

Collection of data and information for a research study (data

collection interview).

PLACEMENT

Placement is the determination of the job to which an accepted

candidate is to be assigned and his assignment to that job. When once

the candidate reports for duty, the organization has to place him

initially in that job, for which he is selected. Immediately the candidate

will be trained in various related jobs during the period of probation of

training or trial. The organization, generally, decides the final

placement after the initial training is over, on the basis of candidate’s

aptitude and performance during the training/probation period.

Probation period generally ranges between six months and two years.

If the performance is not satisfactory, the organization may extend the

probation or ask the candidate to quit the job. If the employee’s

performance during the probation period is satisfactory, his services

will be regularized and he will be placed permanently on a job.

INDUCTION:Induction means introducing the employee who is

designated as a probationer to the job, job location, surroundings,

organization, organizational surroundings, and various employees is

the final step of employment process.

CHAPTER-IV

HR DEPARTMENT AT AHS

The HR department at Apollo health street is further divided into

1) Compensation and benefits

2) Employee relation

3) Recruitment and selection

4) Training and development

I have done the project in recruitment and selection department.

Recruitment was done for

1) IT Sector

2) BPO Sector

The BPO is further divided into voice process and non voice process.

GENERAL POLICY

Recruitment shall be resorted to only in such cases where suitable

personnel are not available with in the organization to fill a

vacancy/new position.

Recruitment shall be through advertisements in media / placement

agencies / campus recruitment / Employee Reference / jobsites or

internet / walk-in

Those who have not completed 18 years of age shall not be considered

for training or employment in any category.

SOURCES OF RECRUITMENT

The different sources of recruitment at Apollo Health Street are :

Consultancies

Educational institutions

Jobsites or internet

Reference scheme

Media

Job Rotation

JOB ROTATION- The organization will look for a capable person for a

particular position internally . For the employee it is a change in the job

or job rotation.

EDUCATIONAL INSTITUTIONS- Apollo Health Street goes for campus

recruitments i.e., wherein students are selected on a bulk and are

trained as per the various positions. Some of the educational

institutions that they visited are St. Pious degree college, Badruka

degree college , Little flower degree college.

CONSULTANCIES- Consultancies are the main source of recruitment .

Apollo Health Street hired consultancies like Indwell, S-Cube, Inforika,

Skill Set etc. as the required huge number of candidates for the voice

and non voice process.

Job Sites and Internet – job sites like monster.com, naukri.com,

employment .com provide a good assistance for the organization to get

the list of candidates who are

eligible for the vacant post. Apollo Health street has its own web site

where the interested candidates can submit their resume online.

EMPLOYEE REFERENCE- Employee reference is recommended as one

of the best sources of recruitment. Apollo Health Street has introduced

a new scheme called REFRIENDZ where employees get an amount of

10000 if the candidate referred by him/her is selected. The scheme

existed for a period of one month from deck 18 to jan 18. Other than

that employees get an amount of 1500 foe each candidate referred .

MEDIA- Apollo Health Street also gives advertises the vacancies

through newspapers which is a part of media. News paper helps the

candidates to walk-in directly without any reference.

SELECTION PROCESS

The interview process at Apollo Health Street for the voice process and

non voice process were slightly different

VOICE PROCESS

The department for which candidates were chosen based on voice are

–

1) DCAV

2) MYSIS

3) AR Billing

The selection process include

1) PIR

2) VANC

3) OPS Round

4) Client Round

5) HR round

PIR- Personal introduction round at Apollo Health street is conducted

as a face to face and one to one interview where the candidates are

asked to give their introduction and are tested on various parameters.

VANC – (Voice And Accent Round) This round is conducted by any one

of the voice and accent trainer at Apollo Health Street. In this round

the interviewer will test the voice and fluency of the candidate.

OPS Round – The operations Manager will conduct the interview once

the candidate is through the VANC Round.

Client Round- Once the candidate is through the OPS round he/she

will be lined up for a client round which will be time consuming as the

client is not available at all times.

HR Round- The final round is the HR round where one of the HR is

going to conduct the interview

NON-VOICE

The department for which Recruitment for Semi- Voice candidates was

done was-

1) Contract Loading

2) Big Five

The selection process include

1) Typing test

2) Aptitude Test

3) OPS Round

4) HR Round

Typing Test – At Apollo Health Street the first round for non-voice

process was the typing test . The candidates need to possess a

minimum of 30 words per minute and the minimum rate may increase

up to 45 wpm based on the process with an accuracy of 95%.

Aptitude Test – The next round is the Aptitude test where the

candidate will be tested on the analytical skills.

OPS Round – The operations Manager will conduct the interview once

the candidate is through the Aptitude test.

HR Round- The final round is the HR round where one of the HR is

going to conduct the interview.

CHAPTER-V

1. How did you come to know about Apollo Health Street?

1) Employee reference2) walk-in interview3) website4) newspaper5) Consultancy.

30%

10%

5%

5%

50%

1

2

3

4

5

INTERPRETATION 50% of Candidates are coming through consultancies.30% are coming through employee reference.10% are through walk-in interview. 5% through website 5% through news paper

2. Were you explained about the number of rounds to be conducted in the selection process?

1) yes

2) no

70%

230%

1

2

Interpretation

70% of the people were informed about the number of rounds in selection process

3. What do you prefer in the selection process?

1) Group discussion

2) Role play

3) Written examination

4) Face to face interview

5) Telephonic interview

10%

5%

10%

50%

25%

1

2

3

4

5

INTERPRETATION

Most candidates prefer face-to-face interview which is the current selection process at Apollo Health Street.

4. How much time is taken for the interview process ?

1) Less than 2 hours

2) 2-6 hours

3) 6-8 hours

4) more than a day

0% 10%

20%

70%

1

2

3

4

INTERPRETATION

Apollo Health Street takes more than a day to complete the whole interview process for a candidate.

5. How much time is given to you to join the organization?

1) Immediate spot interviews

2) 1-2 weeks

3) 2-4 weeks

4) more than one month

25%

15%

10%

50%

1

2

3

4

INTERPRETATION

50% of the Candidates are asked to join organization within 2 weeks

6. What is the motive behind choosing the job at Apollo Health Street?

1) Financial support

2) Knowledge gaining

3) Skill enhancement

4) Career growth

20%

10%

20%

50%

1

2

3

4

Interpretation

Most of the candidates choose Apollo health street for career growth

7. Do you agree candidates with more experience should be given preference regardless to merit level?

1) strongly disagree

2) disagree

3) neither agree nor disagree

4) 4) agree

5) strongly agree

5% 2%

10%

30%

53%

1

2

3

4

5

Interpretation

Candidates with more experience should be given preference

8.Are you satisfied by the way the vacancies are advertised by the HR department

1)Yes

2)No

78%

22%

1

2

Interpretation:

78%of the people are satisfied with the way the vacancies were advertised

9.Do you think Apollo health street spends too much in term of time and cost for the recruitment process ?

1) Strongly disagree

2) Disagree

3) Neither agree nor disagrees

4) Agree

5) Strongly agree

20%

10%

10%

25%

35%1

2

3

4

5

Interpretation:

35% of the employees feel that Apollo spends too much of time and cost for recruitment

10. Does the selection process at Apollo Health Street bring in the right candidate for the right job?

1) Strongly disagree

2) Disagree

3) Neither agree nor disagree

4) Agree

5) Strongly agree

5%10%

10%

40%

35%1

2

3

4

5

Interpretation:

Most people feel that Apollo health bring in right candidates through recruitment process

11.How did you feel when you were facing the interview at Apollo health street ?

1) Confident 2) Tensed

3) Stress

4) Relaxed

30%

20%10%

40%1

2

3

4

Interpretation :

Most of the candidates felt relaxed during their interview

CHAPTER-VI

FINDINGS

1. Most of the recruitment at Apollo Health Street is done through

consultancy, followed by employee referrals.

2. The candidates are informed about the number of rounds in the

selection process.

3. Most of the candidates prefer face to face interview.

4. Apollo Health Street takes more than a day to complete the

interview process.

5. Most employees feel that the candidates with more experience

should be given reference regardless to merit level.

6. It is found that Apollo Health the cost of recruitment process is

high

7. It is found that the interview process is conducted in an open

climate and helps them to express themselves freely.

8. It is found that the selection process of Apollo Health street is

effective in getting the right candidate.

CONCLUSIONS

1. At Apollo health street most of the recruitment is done through

consultancies which in turn leads to high HR cost

2. Candidates are satisfied by the way the present selection

process is conducted most of the candidates choose for face to

face interview which is the current selection process at Apollo

health street

3. At Apollo health street the delay in the interview process is

mainly due to the client round where the recruiter needs to line

the candidate for an interview based on the client’s availability.

CHAPTER-VII

SUGGESTIONS AND RECOMMENDATIONS

• It would be more effective for Apollo Health Street to choose as

Employee Referral process for recruitment rather than

consultancies as it would help them to reduce the cost.

• It was felt that there is a shortage of recruitment personnel as

the candidates had to wait for long time to finish the initial

rounds.

• It is advised that Apollo Health Street has to increase the

recruitment personnel or manage the selection process

effectively.

• The recruitment and selection time for a candidate can be

reduced when the internal recruitments are conducted in lieu

with the client interviews.

• It was found that the Management Information System of Apollo

Health Street is not effective as the candidates themselves had

to call back to confirm their status of appointment .

• Data bases of passed out graduates can be considered as a

source of effective recruitment strategy for any immediate

requirement.

QUESTIONNAIRE

1. How did you come to know about Apollo Health Street?

1) Employee reference2) walk-in interview 3) website4) newspaper5) Consultancy.

2. Were you explained about the number of rounds to be conducted in the selection process?

1) yes 2) no

3. What do you prefer in the selection process?

1) Group discussion

2) Role play

3) Written examination

4) Face to face interview

5) Telephonic interview

4. How much time is taken for the interview process ?

1) Less than 2 hours

2) 2-6 hours

3) 6-8 hours

4) more than a day

5. How much time is given to you to join the organization?

1) Immediate spot interviews

2) 1-2 weeks

3) 2-4 week 4) more than one month

6. What is the motive behind choosing the job at Apollo Health Street?

1) financial support

2) Knowledge gaining 3) Skill enhancement 4) Career growth

7. Do you agree candidates with more experience should be given preference regardless to merit level?

1) Strongly disagree

2) Disagree

3) Neither agrees nor disagree

4) Agree

5) Strongly agree

8. Are you satisfied by the way the vacancies are advertised by the HR DEPARTMENT?

1) Yes

2) No

9. Do you think Apollo Health Street spends too much in term of time and cost for the recruitment process?

1) Strongly disagree

2) Disagree

3) Neither agree nor disagree

4) Agree

5) Strongly agree

10. Does the selection process at Apollo Health Street bring in the right candidate for the right job?

1) Strongly disagree

2) Disagree

3) Neither agree nor disagree

4) Agree

5) Strongly agree

11. How did you feel when you were facing the interview at Apollo health street ?

1) confident

2) Tensed

3) Stress

4) Relaxed

12.Any suggestions for improving the current recruitment and selection process?

INTERNET

www.apollohealthstreet.com,

www.google.com.

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