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

INDEX PAGE 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 50

Introduction & 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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