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DECLARATION

I hereby declare that this dissertation project “Multi-Utility Job

description– A study for Wipro Infotech, Bangalore” is a record of

independent work carried out by me, under the guidance of

Dr.V.Prakash, Adjunct Professor, MPBIM, Bangalore (Internal Guide),

Dr.K.V.Prabhakar, Adjunct Professor, MPBIM, Bangalore

(Internal Co-Guide), and Ms. Osmita Gandhi Manager – HR, Wipro

Infotech, Bangalore (External Guide) towards partial fulfillment of

requirements for the award of MBA Degree of Bangalore University at

M.P.Birla Institute of Management, associate Bharatiya Vidya

Bhavan.

This has not been submitted in part or full for the award of any degree

or diploma of any University / Institution.

PLACE: BANGALORE

DATE: (RANJEETA MOHAN)

CERTIFICATE

This is to certify that Ms. Ranjeeta mohan has prepared this

dissertation entitled “Multi-Utility Job Description – A study for

Wipro Infotech, Bangalore”, under our guidance and supervision.

Place: Bangalore (Dr. V. Prakash)

Date: (Internal Guide)

(Dr. K.V. Prabhakar)

(Internal Co-Guide)

ACKNOWLEDGEMENTS I would like to express my sincere gratitude to Ms. Osmita Gandhi

Manager –HR, Wipro Infotech, Bangalore for giving me the

opportunity to be a part of their HR department.

I would also like to thank my project guide Dr. V. Prakash who

guided me through the entire project.

I am equally indebted to my co-guide and faculty Dr. K.V. Prabhakar,

for his continuous support and untiring guidance during the project.

Above all I would like to thank all my friends and also the staff of

MPBIM who have helped me in completing this project.

RANJEETA MOHAN

CONTENTS

Page.No

EXECUTIVE SUMMARY 1

CHAPTERS

1. INTRODUCTION

Background of the study 4

Statement of the problem 20

Need and significance of the study 20

Objectives of the study 20

2. COMPANY PROFILE 21

3. REVIEW OF LITERATURE

Purpose of Literature review 34

Methodology of Literature review 34

Conclusion 38

4. RESEARCH METHODOLOGY

Type of Research 40

Sampling Technique 40

Sampling size 40

Sampling Description 41

Tools used for data collection 44

Actual collection of data 45

Tools for data analysis 46

Research limitations 46

5. DATA ANALYSIS AND INFERENCES 47

6. SUMMARY OF FINDINGS 60

7. RECOMMENDATIONS

Recommendations 63

Directions for further Research 101

ANNEXURE

1A Job Description Questionnaire 103

1B Multi-Utility Job Description Questionnaire 109

Select Bibliography 112

LIST OF GRAPHS

Sl No. Graph Description Page No.

1 Job Description is an essential document 48

2 Various ways in which the Job Description helps employees 49

3 Necessity of a well-formatted Job Description document in the organization 50

4 Preferred Job Description Format 51

5 Need for a precise and unambiguous Job Description in today’s work environment 52

6 Contributing factors for the need of precise & unambiguous Job Description 53

7 Preferred components of Job Description 54

8 Identified Application areas of Job Description 55

9 Different ways that Job Description can impact job performance 56

10 Personal benefits derived by a well-documented Job Description that would help employees’ growth in their career 57

11 Willingness of the employees to be a part of the documentation of the Job Description process 58

12 Employee participation techniques in the Job Description documentation process 59

Executive summary

Wipro Infotech is the domestic and Asia Pacific IT services, solutions and

products arm of the Rs. 58,800 million Wipro Ltd. Wipro InfoTech offers a

comprehensive suite of IT Infrastructure Solutions, Professional Services,

Communication Services, and Business Solutions. Wipro InfoTech division has to

its advantage, several years of experience in providing IT solutions, supporting

large base of customers, and high-end systems, across large number of

locations, and a network of business partners. Wipro InfoTech is expanding its

horizons into other countries with best of breed IT minds at work, assisted by

robust processes, and alliances with world’s leading companies.

The concept of HRM implies a philosophy of people management based on the

belief that human resources are uniquely important to sustained business

success. The key function of HRM is to determine systematically which employee

are expected to perform a particular function or task that must be accomplished

in order to achieve organizational goals consistent with sustaining the firms

competitive advantage. The cornerstone of the organization is therefore, the set

of jobs performed by its employees. As a result, studying and understanding job

through a process known as job analysis is a vital part of any HRM program. The

menu of job analysis consists of job contents, job context, and workers

requirements. HR professionals prepare this menu of job analysis and document

it in a systematic way to produce a job description. A Job description is a written

of what the job entails. It is difficult to overemphasize how important a Job

description is to an organization.

The main objectives of this research work is to develop a multi utility job

description format for Wipro Infotech and also to document the job descriptions

for Sales and Delivery positions across the five business units. The crucial

objective of the study is to also identify the application areas of job description.

This research is primarily qualitative in nature. This study is based on the data

collected through various brain storming sessions, structured questionnaire and

in-depth interview with key personnel. The sampling technique used is stratified

sample technique. Since the research topic is highly qualitative in nature, we are

prompted to use simple percentages so as to make the data more succinct and

amenable for easy interpretation.

The most important findings of the research work was the various components

that employees feel should be a part of the job description format along with the

wide range of application areas identified of job description document.

The crucial recommendations provided to the company after collection data

through secondary sources and primary source, i.e., field investigation dealt with

the development of Multi-Utility Job Description format, the documented Job

description for forty positions for the Sales and Delivery positions across five

Business units of Wipro Infotech and finally the application areas of Job

descriptions.

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BACKGROUND OF THE STUDY

Organizations have evolved because the overall mission and objectives of most

institutions are too large for any single person to accomplish. Consequently, the

organization must have a systematic way to determine which employees are

expected to perform a particular function or task that must be accomplished. The

cornerstone of the organization is, therefore, the set of jobs performed by its

employees. These jobs, in turn, provide the mechanism for coordinating and

linking the various activities of the organization that are necessary for success.

As a result, studying and understanding the jobs through the process of job

analysis is a vital part of any HRM program.

Job Analysis was almost non-existent three decades ago. The major thrust

behind Job Analysis is the civil rights movement, which requires that the factors

governing hiring, firing and promoting should be job related. The only means of

establishing this job related factor has been to identify what the job entails and

what an incumbent worker must possess to perform successfully on the job. Job

analysis helps to establish this.

Job Analysis is a systematic exploration of the activities within a job. It is the

basic technical procedure, one that is used to define the duties, responsibilities,

and accountabilities of the job. Job analysis provides answers to questions such

as these:

¾�How much time is taken to complete important tasks?

¾�Which tasks are grouped together and considered a job?

¾�How can a job be designed or structured so that the employee’s

performance can be enhanced?

¾�What kinds of behavior are needed to perform the job?

¾�What kind of person (traits and experience) is best suited for the

job?

In simple terms, job analysis may be understood as a process of collecting

information about a job. The process of job analysis results in two sets of data:

1. Job Description

2. Job Specification

Job Description & Job Specification in Job Analysis

-RE�$QDO\VLV �A process of obtaining all pertinent job facts

Job Description A statement containing items:

• Job Title

• Location

• Job Summary

• Duties

• Machines, Tools & Equipments

• Materials & forma used

• Supervision given or received

• Working Conditions

• Hazards

Job Specification

A statement of human qualifications

necessary to do the job such as:

• Education

• Experience

• Training

• Judgment

• Initiative

• Physical Effort

• Physical Skills

• Responsibilities

• Communication Skills

• Emotional Characteristics

Job analysis is defined as the process of determining the activities, duties, and

responsibilities of the job (Job Description) along with the desired attributes of the

person who is most suitable to hold the job (Job Specification). This will also

assist arranging jobs in a hierarchal order in relation with each other (Job

Evaluation) for the purpose of fixing compensation (Job Pricing).

Job Specifications

For simplification purpose, "specifications" are the skills and background

necessary to perform the responsibilities of the job. Job specification is a written

document indicating the appropriate characteristics of a suitable person who can

make the job as defined in the job description. It gives the desired attributes of

the person who can be most successful in performing the task. Job specification

therefore, contains information about the potential candidate. It covers the

following aspects.

Biographical data like age, sex, religion etc

Physical attributes like height, weight, stamina etc

Mental abilities like verbal ability, quantitative ability, analytical reasoning

Personality and Aptitude like value system, attitude, beliefs and etc

Knowledge and Skills like educational qualification experience and etc

There is no standard format for job specification. In many formats one can find

job specification to be included as part of the job description. The job description

would include a separate paragraph describing the job specification in terms of

both behavioral and technical competencies along with the relevant knowledge,

skills and abilities required be an individual to perform a particular task.

Job description

Job description is s broad-scope explanation of a position’s requirements

indicating the duties for the position and the expertise and capabilities required of

a person to adequately perform in that position. It contains the job title, basic

qualifications required, age, experience, preferred industries and mission of the

position that is being advertised.

It details the primary, secondary and tertiary responsibilities of the incumbent --

called key result areas in HR parlance. It outlines the mandatory and optional

skill sets and competencies required for the position. It tells the candidate his

position in the firm's hierarchy by giving information about the meetings an

incumbent is required to attend, number and types of reports to be provided to

his superiors and reports that would be received from his subordinates. Further, it

would specify the amount of time an incumbent needs to allocate to the various

roles expected of him and the level of parallel reporting he needs to do in case

the role entails working in cross functional teams.

In other words job description is:

• A written statement of what an employee does in an organization

• A way of identifying the major components of a job, and how one job

relates to another job.

• A ‘map’ or ‘plan’ of action giving rational direction to the way in which the

job is carried out. In this sense the job description sets boundaries or

constraints on an employees activities.

• A definition of the organizations expectation of the jobholder

• A description of a JOB. If an employee is transferred or moves to another

job the job description remains the same. However, if the job itself

changes then the description needs amendments.

• Demonstrations of the organization of its interest in what employees do.

In short a job description is a written statement listing the elements of a particular

job or occupation, e.g., purpose, duties and accountabilities, the scope of

responsibilities, the organizational relationship and necessary knowledge, skills

and competencies. It should be accurate, concise and complete.

Writing a job description should be jointly agreed exercise between jobholder and

the manager. Researching agreement through discussion develops a common

understanding of the job and allows for future development in a structured and

controlled way.

If the jobholder are not involved in writing the job descriptions and do not fully

understand the process, then feeling of puzzlement, anxiety, indifference and

hostility may occur. Asking about jobs exposes employees attitude towards

particular tasks and to other employee within the same work group. Specific and

long standing problems and grievances may well surface and need attention

Consultation with trade Unions may provide a useful and constructive way of

discussing and agreeing the way in which job description should be introduced

and written.

Checklist before writing a job description

• Have the reasons for writing job descriptions been clearly thought

through?

• Does the organization have the time and resources to embark on this

activity?

• Is the intention to write job description serious?

• Is the intention shred by all involved?

• Do all users understand the need for and the uses of job description, and

the method of writing them to be used?

• Has provision for revision of job description been buiit into the process so

that changes in the work practices and procedures can be incorporated

and appropriate?

IMPORTANCE OF JOB DESCRIPTION

Job descriptions are essential. Job descriptions are required for recruitment so

that the applicants can understand the role. Job descriptions are necessary for all

people in work. It defines a person's role and accountability. Without a job

description it is not possible for a person to properly commit to, or be held

accountable for, a role. Job descriptions improve an organization’s ability to

manage people and roles in the following ways:

• Clarifies employer expectations for employee

• Provides basis of measuring job performance

• Provides clear description of role for job candidates

• Provides a structure and discipline for company to understand and

structure all jobs and ensure necessary activities, duties and

responsibilities are covered by one job or another

• Provides continuity of role parameters irrespective of manager

interpretation

• Enables pay and grading systems to be structured fairly and logically

• Prevents arbitrary interpretation of role content and limit by employee and

employer and manager

• Essential reference tool in issues of employee/employer and dispute for

discipline

• Provides important reference points for training and development areas

• Provides neutral and objective (as opposed to subjective or arbitrary)

reference points for appraisals, performance reviews and counseling

• Enables formulation of skill set and behavior set requirements per role

• Enables organization to structure and manage roles in a uniform way, thus

increasing efficiency and effectiveness of recruitment, training and

development, organizational structure, work flow and activities,

• Enables factual view (as opposed to instinctual) to be taken by employees

and managers in career progression and succession planning

WRITING EFFECTIVE JOB DESCRIPTIONS

A job description describes the major areas of an employee's job or position. A

good job description begins with a careful analysis of the important facts about a

job--such as the individual tasks involved, the methods used to complete the

tasks, the purpose and responsibilities of the job, the relationship of the job to

other jobs, and the qualifications needed for the job.

Job description serves so many useful purposes that they’re arguably the most

important tool that HR administrators have.” Employees need to know what is

expected of them” says Marcia Keegan, Employment Law Counsels for the Law

firm Wiggins & Dana in Hartford, Conn, “ and a good job description is an

excellent tool for communication”.

Detailed, objectively written job descriptions are the roadmap for evaluating the

success of the employees. Without them we can’t set performance standards or

measure accomplishments especially for employees we are evaluating for the

first time. Furthermore should the need for discipline arise based on poor

performance, airtight job descriptions let one focus on the business needs

without worrying that you’re relying on unclear or subjective standards of

conduct.

It's important to make a job description practical by keeping it dynamic, functional

and current. We should not get stuck with an inflexible job description! A poor job

description will keep our employees and us from trying anything new and

learning how to perform their job more productively. A well-written, practical job

description will help one avoid hearing a refusal to carry out a relevant

assignment because "it isn't in my job description." Realistically speaking, many

jobs are subject to change, either due to personal growth, organizational

development and/or the evolution of new technologies. Flexible job descriptions

will encourage the employees to grow within their positions and learn how to

make larger contributions to the company.

Some useful preparations by the manager before writing job description��

• Gather together all available and current information about the job to be

described. Note areas that need more explanations.� • Decide whether or not a lengthy discussion/ interview would make writing

the description easier. If so;

�� Agree on the interview time

�� Be ready to explain why and how the job description is to be

written, and answer queries of the jobholder

�� Decide on the questions to be put forward to the incumbents. This

could be in the form of a questionnaire or a structured interview.

�� Try and keep the questions brief and simple and clear, encourage

simple explanations and description �

• Take notes as the interview progresses, summarize particular points and

check if they are understood properly.

• Draft the job description keeping all the important points

• Ensure that both jobholder and the supervisor agree upon the job

description. This is necessary for validating the job description

Checklist

Before interview:

• Gather and read all available and relevant job information

• Arrange discussion with the Supervisors and get a better idea about the

nature of the job for which job description is to be drafted

• Arrange interview and establish purpose of the interview

When Interview is arranged

Ask for explanations and examples: summarize as you progress and take notes

Write up job description and reach agreement

�

WRITING SENTENCES FOR JOB DESCRIPTIONS

• Use clear and concise language.

When possible, use words that have a single meaning.

Use examples / explanations for words which have varying interpretations

• Use non-technical language whenever possible.

A good job description explains the objectives, duties, and responsibilities

of a job so that they are understandable even to a layperson.

• Use telegraphic sentence style (implied subject / verb / object /

explanatory phrase). Avoid unnecessary words

• Keep sentence structure as simple as possible; omit all words that don't

contribute necessary information.

• Begin each sentence with an active verb. Always use the present tense.

• Whenever possible, describe the desired outcome of the work, rather than

the method for accomplishing that outcome.

For example, instead of "writes down phone messages"- a task-oriented

approach - you might say "accurately records phone messages.

• Avoid words, such as "handles," that don't tell specifically what the

employee does.

Others you may want to avoid: "checks," "prepares," "examines," "sends."

If these words are the most accurate and specific ones available, it may

be acceptable to use them. But if a more specific term would describe the

task more clearly, use it.

• Use generic terms instead of proprietary names ("Microsoft," "Xerox,"

"Macintosh," etc.).

• Avoid using gender-based language.

• Qualify whenever possible.

Don't just say that a file clerk "files" materials; say that s/he "files

alphabetically."

JOB DESCRIPTION FORMATS

A job description should be written and presented in a consistent way. If there is

to be more than one writer someone must be responsible for editing the job

descriptions to ensure a similar results. The ideal job description in written in an

impersonal, rather than two-dimensional way with the emphasis on clarity and

conciseness.

A job description will include the following details:

• Job title

• Location within the organization i.e. department/section

• Reference/job number

• Organization chart

• Reporting relationship

- Reports to

- Supervises

• Main purpose or objective of the job in the form of a summary

• List of main duties and responsibilities

- Including an indication of the delegated limits of authority and an

estimate of frequency of task

- Occasion/infrequent tasks could be separated out and mentioned at

the end of the list

- Flexibility statements are frequently included e.g. ‘Undertakes any

duty which may be reasonably allocated by the Superior.’ Try to

ensure that this clause is not a substitute for specifying duties fully.

• List of knowledge, skills and abilities

- Including educational qualification and any professional

qualification required

- Technical and Behavioral competencies required

- Years of Experience

Job description is an important document for an organization. It is very essential

for organization to have a well-formatted, documented job description. Job

description gives a broad-scope explanation of a position’s requirements

indicating the duties of the position and the expertise and capabilities required by

a person to adequately perform in that position. Job description gives details

regarding the job, its tasks and elements. Opinion differ how to present such a

report. There is no standard format on which job description is prepared. Three

viewpoints exist on how job description is presented. These are given below:

• It must be written in details and in terms of work flow diagram

• It must be brief stating “Performance Standards”

• It must be terms of task/functions, duties and responsibilities

British Institute of Management has given the following four guidelines for

preparing job description:

• Give a clear, concise, and readily understandable picture of the whole job

• Describe in sufficient details, each of the main duties and responsibilities

• Indicate extent of direction received and supervision given

• Ensure that a new employ understand a job by reading the job description

For the purpose of developing a job description format extensive research was

done and various formats used by different organizations collected and analyzed.

Mercers format, Hays format and Dictionary of Occupational titles are examples

of few formats that were studied for the purpose of developing a new format for

Wipro InfoTech. While developing and researching, an endless variety of formats

used to display job descriptions were found. These ranged from complex pre-

printed forms to simple listings. To bring order to the data, the job description

format created for the purpose of documentation was purposely kept simple. One

can find a more complex and comprehensive job description formats, but they

are the exception.

Examples of Job description format

• Dictionary of Occupational Titles

As stated previously, job descriptions are written narratives of the major duties

and responsibilities of job incumbents. The following job description is derived

from the Dictionary of Occupational Titles (DOT). Now in its 5th edition, DOT

provides comprehensive standardized information that can be very useful in

conducting job analysis and preparing job descriptions. The following is an

example of a Job description formatted in tune with the DOT format;

Title: Secretary

Pay Range: E10

Job Analyst: Ann Smith

FLSA Status: Nonexempt

DOT Code: 201.362-030

Report to: Office Manager

Job Summary (from Dictionary of Occupational Titles; DOT):

Schedules appointments, gives information to callers, takes dictation, and

otherwise relieves officials of clerical work and minor administrative and business

detail.

Duties and Responsibilities

Opens, date stamps, sorts, and distributes mail.

Answers telephone and provides information/assistance or routes caller to

appropriate staff member.

Takes phone or visitor messages and delivers to appropriate individual.

Greets visitors to the office and directs them to appropriate individual.

Composes and types routine correspondence and memoranda using word

processing software.

Compiles and types statistical reports using spreadsheet software.

Knowledge, Skills, and Abilities (established by supervisor)

Knowledge of modern office procedures and methods including telephone

communications, office systems, and record keeping.

Knowledge of modern business communication, including style and format of

letters, memoranda, minutes, and reports.

Skill to use a personal computer and various software packages.

Skill to type 50 words per minute.

Ability to establish priorities, work independently, and proceed with objectives

without supervision and handle and resolve recurring problems.

Credentials and Experience (established by supervisor)

Associates degree with courses in secretarial/office administration.

Two years related experience or

Equivalent combination of education and experience.

Special Requirements (established by supervisor)

Willing to work overtime, holidays, and weekends as requested by Office

Manager.

• Hays format

Company: Fiction Publishing ltd

Department: Sales

Job title: Secretary

Purpose of the Job:

Providing in efficient and effective ways , full secretarial support to the head and

staff of the department so that they are able to carry out their tasks, using the

available time and resources as efficiently as possible.

Relevant quantitative information:

Sales 2004:

Departmental budget:

Relevant accountabilities:

Communication

Ensuring efficient Internal communication, in particular recording and passing

through messages and appointments.

Core activities:

Accepting, screening and passing through incoming calls for head and staff.

Dealing with routine issues and

Keeping an diary, coordinating and monitoring appointments of head and staff.

Making hotel reservations and travel bookings on the basis of instructions.

Correspondence

Effectively processing and recording business information and arrangements.

Core activities:

Selecting incoming and outgoing mail for head and staff

Screening the main distribution to head and staff.

Handling the correspondence of the department on the basis of guidelines.

Independently handling routine correspondence

Information processing and management

Information that is available and accessible to the head and staff

Core activities:

Managing the mail and documentation files, which include confidential material.

Requesting information from internal/external sources upon request of head

Collecting data for meetings, distributing documents according to instructions,

taking notes and making a first draft of minutes or reports.

Miscellaneous

Providing accurate support for specific tasks of department.

Core activities

Welcoming and attending to visitors

Dealing with standard administrative tasks related to secretarial work.

Traditional Job Description

Job Title: ....................................... Company Job Code: ....................................... FLSA Status: ....................................... Division/Department ....................................... EEO Code: ....................................... Reports to: ....................................... Salary Grade/Band:

....................................... Last Revision Date: .......................................

SUMMARY

This section provides an overall summary of the job.

PRIMARY RESPONSIBILITIES

This section provides the primary functions of the job. The responsibilities are usually in order of importance and/or time spent. This list may also be used to define "essential functions" for the purposes of the Americans with Disabilities Act. Therefore, duties listed here should be considered "essential". If an applicant cannot perform most if not all of the essential functions, the applicant will not be considered for the position.

ADDITIONAL RESPONSIBILITIES

This section provides additional functions of the job. The responsibilities are usually desired but not required. These duties are not "essential functions"; therefore, even if an applicant can not perform these duties, the applicants will still be considered for the position.

KNOWLEDGE AND SKILL REQUIREMENTS

This section provides specific knowledge and skill requirements such as sales techniques, facilitation skills, generally accepted accounting principles, and physical requirements. The number of years experience and/or education requirements are also listed here.

WORKING CONDITIONS

This section contains information on working conditions out of the ordinary such as extensive travel, high noise levels, and frequent lifting of over X pounds. ACKNOWLEDGMENT

This section provides dated signature lines for the manager/supervisor and employee. This provides a record that the employee was shown and understands the job responsibilities.

PROBLEM STATEMENT

Problem statement – There is no existing job description format at Wipro

Infotech

Outcome – To develop a Job Description format that is comprehensive and

consistent and use the same to identify the wide range of application areas of

Job Description

The problem statement, and outcome helps focus on defining tasks and

gathering data.

NEED AND SIGNIFICANCE OF THE STUDY

Though more HR professional’s feel that technology and rapidly changing jobs

will eventually decreases the need for job descriptions it still seems unlikely that

there are any relevant aspects of human resource that do not depend on

accurate job description. A number of special purpose job description formats

have been developed by a variety of HRM experts during the past 20-25 years.

There is a need to develop a special purpose job description for the company

chosen for our research investigation.

The main aim of this research work is to develop a standard job description

format, documentation of the job descriptions across sales and delivery positions

for the five business units of Wipro Infotech. The most crucial outcome of this

study is to identify the vast application areas of job descriptions.

OBJECTIVES

• To develop a Job description format for Wipro Infotech

• To document the job descriptions for sales and delivery functions across

five business unit of Wipro Infotech

• To validate the job descriptions so developed

• To identify the application areas of Job Descriptions

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Wipro Infotech is the IT Services, Solutions & Products division of the Rs. 58,800

million Wipro Limited. With over two decades of experience, Wipro has stamped

its presence on the Indian market and leads the Indian IT industry.

Headquartered at Bangalore, our business spans India, Asia Pacific and the

Middle East.

By collaborating with Wipro, organizations garner the power of tried and tested

frameworks, strong domain knowledge, a large pool of certified technology

specialists and best of breed alliances. We bring to market tailor-made; industry

specific solutions that help meet your business challenges while increasing

operational efficiency.

Wipro have leveraged our two-decade old expertise and experience in meeting

the IT needs of enterprises that enables them to offer comprehensive IT solutions

that encompass best-of-breed products, best-practice IT services and best-in-

class enterprise solutions.

Wipro help architect, implement and manage the entire IT lifecycle of their

customers through a complete portfolio of IT Services. Wipro’s services are

backed by over two decades of experience handling complex integration projects

in India and abroad. Multi-platform expertise, extensive reach and tested delivery

mechanisms help us deliver reliable, high-quality, cost-effective IT services.

Wipro Infotech’s IT services are crowned by in-depth Consulting Skills that are

reinforced by a keen understanding of the key role that technology plays in

enabling business. The Consulting portfolio includes Strategic Consulting

Services, IT Governance & Optimization Consulting, Process Consulting,

Business Continuity and Risk management Consulting. Over the last two

decades Wipro Infotech has etched a trail-blazing path through the Indian IT

industry--fuelling the growth of Information Technology in the country.

Where did the journey begin?

Wipro was set up in the backdrop of the small town of Amalner in Maharastra in

1945. Primarily an oil factory, the chief products were Sunflower Vanaspati and

787 laundry soap (a by-product of the Vanaspati operations). The company was

called Western India Products Limited, with a modest presence in Maharastra

and Madhya Pradesh.

It was in the early eighties that Wipro made its foray into the InfoTech arena. An

energetic, committed team of professional R & D and marketing managers came

together in Bangalore in 1980. With this began the Wipro InfoTech story. In a

small lab at the Indian Institute of Science (IISc), the team developed the first

Indian 8086 chip.

Wipro Infotech today….

Wipro Infotech is the domestic and Asia Pacific IT services, solutions and

products arm of the Rs. 58,800 million Wipro Ltd

Wipro InfoTech offers a comprehensive suite of IT Infrastructure Solutions,

Professional Services, Communication Services, and Business Solutions. Wipro

InfoTech division has to its advantage, several years of experience in providing

IT solutions, supporting large base of customers, and high-end systems, across

large number of locations, and a network of business partners. Wipro InfoTech is

expanding its horizons into other countries with best of breed IT minds at work,

assisted by robust processes, and alliances with world’s leading companies.

Wipro InfoTech, the company is also such an entity consisting of people with rich

and varied skills, experience and areas of expertise working together

harmoniously to deliver quality outputs in areas of Information Technology.

Wipro InfoTech is an IT consulting and Software Services Company spread across India, Middle East and

Asia-Pacific. Wipro became the No.1 listed company in the country in just 15 years. Wipro has a team of

over 4000 skilled professionals and world-class software development and marketing infrastructure to meet

the needs of customers in India and abroad.

WIPRO’S VISION

Business Leadership: To be among the top 10 Information Technology Services

companies globally and # 1 Information Technology company in India

Customer Leadership: The #1 choice of the customer through innovative solutions

and Six Sigma processes.

People Leadership: Among the top 10 most preferred employers globally by creating

an environment of empowerment, intellectual challenge and wealth sharing.

Brand Leadership: Wipro Brand to be among the top 5 most admired brands in India.

WIPRO’S VALUES

Our Promise

“With utmost respect to human values we promise to serve our customers with

Integrity, through Innovative, Value for money solutions, by Applying Thoughts, day

after day”.

The four implied values encapsulated in this promise represent the company values.

They are;

Human Values: We respect the unique needs of customers and employees. We are

sensitive to their differing needs in our interactions with them.

Integrity We deliver what we commit with honesty, truthfulness, reliability, and

uprightness with whatever we do.

Innovative solutions We consistently offer novel and superior solutions to satisfy

the needs of the customers.

Value for Money We deliver higher value to the customers through

continuous improvement in quality, cost, speed and simplified processes.

MANAGEMENT

Board of Directors Azim H. Premji Chairman and Managing Director

Vivek Paul Vice Chairman and President

Dr. Ashok Ganguly Director Chairman of ICICI Oncesource., Former Director of Unilever Plc

Dr. Jagdish N. Sheth Director Professor in Marketing at Emory University, USA

P.M.Sinha Director

B.C. Prabhakar Director Senior Counsel

N. Vaghul Director Chairman of ICICI Bank Ltd

Prof.Eisuke Sakakibara Director

The key people of Wipro InfoTech Azim Premji Suresh Vaswani

Chairman and Managing Director President

Anil Tripathy

Business Head -EPD

Varsha Anand

Head –MQ

Anil Jain

Business Head – WPC

Manohar Arcot

GM Human Resources

Mythili Ramesh

Business Development & Marketing

Satish Chandra

Head – Strategic Resource

V.S.Padmanabhan

V.P. Finance & Accounts

Rajat Mathur

V.P & Business Head –BSD

N. Rajendran

KM Head

Thandava Murthy

Chief Excutive –PSD

ALLIANCES

Wipro InfoTech has joined hands with some of the world leaders in the information technology field.

There alliances range from informal cooperation in business to technology evangelization to creation of

joint ventures. Our motivations are primarily strategic, focusing on access to new domains and acquisition

of new technologies and expertise, which we proffer as direct benefits to our customers. The successes of

the alliances are borne out of sharing common strategic objectives, commitment to the venture and

providing contributions, which are complementary.

Wipro Infotech has forged strategic relationships with the some of the world's

best technology companies to bring to you a comprehensive suite of IT products,

solutions and services. When one comes to Wipro they get to leverage these

extended relationships and access some of the world's best technologies. Wipro

Infotech's list of alliance partners includes the who's who of the technology world.

QUALITY APPROACH

Wipro’ s Quality Journey

Quality has always been a strong part of Wipro's proposition. Care is taken to

ensure a high level of quality in their products and services. There have been

many pioneering achievements in Wipro's quality journey. Quality is focused on

not only in the product or service that touches our customers, but also on internal

processes and as an enabler facilitating ongoing business transformation to meet

dynamic market challenges.

Wipro embarked on its Quality journey way back in 1995 and today Wipro is the

First IT services company in the world, which has achieved both SEI CMMi Level

5 & SEI PCMM Level 5. And this journey continues. Like they re-certified the

ISO processes with new enhancements.

Six Sigma Wipro Infotech was among the earliest adopters of Six Sigma. Using Six Sigma,

they improved process performance in diverse areas like quicker deliveries,

higher reliability simplified processes for customers and employees call response

and productivity. Wipro offer Six Sigma consulting services for organizations

wanting to implement Six Sigma. This service provides a framework that covers

both the core project methodologies and the surrounding tools

ISO

As part of the ongoing quality drive, divisions of Wipro Infotech have worked

towards ISO certification under both the ISO 9000 and the ISO 14000 series.

PCMM in Wipro InfoTech Wipro Ltd holds the distinction of becoming the first company in the world to

attain Level 5 of the (PCMM) assessment process carried out by the Software

Engineering Institute of the Carnegie Mellon University. The PCMM Framework

has helped benchmark its People processes against an international Framework.

People Practice Framework at Wipro Ltd

PP

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Competency Framework

Talent Development

Talent Empowerment

WIPRO INFOTECH – IT SERVICES

Today, with IT infrastructure being a crucial part of any business, organizations

are constantly challenged to protect and derive maximum value from its IT

investments. Applying its knowledge, experience and technological expertise,

Wipro has helped businesses across the country to face this challenge

effectively. With well-defined service level agreements, Wipro Infotech offers

Complete IT Lifecycle Services. Wipro's services are delivered to utmost

customer satisfaction through managerial and technical resources, proficient in

the latest technology. In addition, customers gain high value, through proven

processes and state-of-the-art tools.

Wipro Infotech offers Complete IT Lifecycle Services:

• Procurement and Integration Services

• Product Support Services

• Managed IT Services

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Wipro offers its core competency for successfully designing and developing

innovative solutions using global delivery model. With over 15 years of extensive

experience and using proven framework, methodology and experience, Wipro is

a pioneer in offering state of the art solutions addressing customer needs. They

offer solutions in the following areas:

• Application Development and Maintenance

• Business Applications

• Data Warehousing and Business Intelligence

• Enterprise Application Integration

WIPRO INFOTECH - CONSULTING SERVICES

Wipro has gained enormous experience over the last two decades by offering a

wide range of Business Services and Solutions to over 250 global customers,

including several Fortune 500 companies around the world. The cumulative

experience gained helped to develop deep understanding of Client Businesses.

Wipro's Consulting Practice operates at the highest end of the Business Value

Chain and will help in migration of global best practices to the clients with strong

business focus, technology expertise and has established methodologies for

delivering powerful business process transformation strategies. Wipro has end-

to-end consulting expertise and experience in running projects right through

ideation to fructification.

Wipro's Consulting Offerings revolves around the three Corner Stones namely,

People, Process and Technology.

Wipro's Consulting Services are woven around four practices:

• Strategy & E Governance

• Strategic Cost Reduction

• Business Transformation Services

• Business Continuity & Risk management

WIPRO INFOTECH – PRODUCTS

• Desktop

o SuperGenius533.yx

o SuperGenius533.vx

o SuperGenius800.vx

o SuperGenius800.gx

• Notebooks o LittleGenius CP (15 inch)

o LittleGenius CP (14inch)

o LittleGenius 4000D

o LittleGenius 100D

• Servers

o NetPower 1115

o NetPower 1112z

o NetPower 7225z

o NetPower 7225ws

• Enterprise Product

Enterprise Servers are the building blocks in IT infrastructure. Wipro Infotech with

its alliance with technology players like Sun and IBM has built requisite skills to

support the Enterprise Servers and Direct Attached Storage. The server solutions

covers the entire range of Sun and IBM machines which supports applications in

Banks, Telecom, Education and Research and Software Development. Wipro's

storage management services optimize network planning, increase operational

efficiencies and improve ROI on storage infrastructure. Services offered include:

o Capacity planning

o Back-up planning

o Back-up coverage

o Physical disk analysis

FINANCIAL ASPECTS OF WIPRO INFOTECH

Wipro InfoTech furnishes information technology (IT) outsourcing and

consulting services, primarily to customers in India, the Asia/Pacific, and the

Middle East. With more than 40,000 customers in industries ranging from

financial services and government to telecommunications and health care,

Wipro InfoTech provides IT consulting, infrastructure planning and

integration, and e-business services, as well as computer products

distribution. A business unit of Indian IT services giant Wipro Limited, it has

nearly 200 operation centers in India, plus offices in Australia, Hong Kong,

Singapore, Taiwan, and the United Arab Emirates.

Fiscal Year-End March

2004 Sales (mil.) $213.3

1-Year Sales Growth 26.4%

2004 Employees 1,900

Results for the year ended Mar 2003

Division Revenues in INR Revenues in USD PBIT in Rs. PBIT in USD

Wipro Ltd Rs. 43 bill USD 900 Mill. Rs. 8.48 bill USD 178 Mill

WT Rs. 28.6 bill USD 601 Mill Rs. 8.1 bill USD 170 Mill

WI Rs. 8.39 bill USD 176 Mill Rs. 539 Mill USD 11 Mill

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PURPOSE OF LITERATURE REVIEW

The purpose of literature review is to identify the problem statement, understand

the secondary data that has been gathered in the field of study and to make new

findings on the problem statement.

METHODOLOGY OF LITERATURE REVIEW

Different sources used in order to collect information or data are

• Internet

• Magazines and Journals

• Publications

• Articles

This encompasses different facets of information sources concerning the

identification of multi utilities of job descriptions. It started with search in HR

magazines, textbooks and lot of other relevant magazines and journals.

Information on Job description were mostly available on the websites, lots of

articles and presentations on the web sites were analyzed and used in the

research for better understanding of the topic. (A list of websites has been

provided in the annexure.)

1. TITLE: “Job Analysis & Design”

AUTHOR: John Bratton & Jeffrey Gold

BOOK: Human Resource Management –Theory & Management

The literature gives us in an insight of entire Job Analysis process. This article

clarifies the contributions made by job analysis to an organization’s HRM

program and specific activities. Furthermore, the careful planning needed and the

various techniques of a job analysis program are highlighted. The literature

shows that job analysis is a necessary part of HRM and in many respects is the

foundation upon which all other activities can be constructed. It shows that the

nature of the work to be performed is one of the fundamental inputs into all major

HRM functions. This is another way that how employees’ responsibilities and

duties (Job Description) are segmented to help shape and determine virtually all

the other facets of organizational functioning.

2. TITLE: “Methods of gathering Job Description Data”

AUTHOR: H. Evans

BOOK: Human Resource Management –Application & Practices

PAGE NO.: 39-49

This article clearly explains the various methods of collecting data for the

documentation of Job Description process. The three most popular methods

discussed in this article viz., observation, Interviewing, and Questionnaire. The

questionnaire is broadly classified into Individual’s questionnaire, Supervisor’s

questionnaire and Filled-in questionnaire by the Analyst.

The chapter also explains the Job Description formats using various illustrations,

especially in the manufacturing sector. This provides an insight to various

formats used at many manufacturing line positions, both line as well as staff

managers.

3. TITLE: “Job Descriptions -seeing their value”

WEBSITE: www.HR.BLR.com

SOURCE: Library of articles

The article emphasizes on various job description application areas. It also states

that the value of job descriptions is extraordinary, when used to their full

potential. Many organizations with job descriptions don't value them enough

because they aren't aware of the many uses to which they can be put. Some

employers think of job descriptions only in terms of wage and salary

administration, or as a necessary evil when it comes to complying with certain

employment laws.

The article further classifies different application areas into two viz., Wage &

Administration and Legal Compliance. The article concludes that job descriptions

need for the betterment of employee job performance and needs continuous

review and updations.

4. TITLE: “Job Descriptions vital tool for Recruiting and Training ”

WEBSITE: www.ei-ahma.org


The article emphasizes on uses of job description for the purpose of recruitment

and training. In today’s diverse workforce, it is also important for organizations to

have job descriptions. Job descriptions help employees understand the

performance expectations of their job. They provide employees with a clear set of

job performance standards, outline the scope of their job responsibilities, and

show them where they fit in the organizational structure. The article clearly

states that Job descriptions help managers identify important qualifications

needed to be successful on the job, which should in turn help avoid costly hiring

mistakes. They also provide a blueprint for effective employee training, which

increases employee morale and reduces turnover. The article concludes by

highlighting on the importance of job description in these two areas.

5. TITLE: “ The importance of Job Descriptions ”

WEBSITE: www.HrBlr.com


The article emphasizes on the importance of Job description. Many employers

may wonder whether it is worth the time and effort to develop and maintain job

descriptions. There are a variety of ways well-written job descriptions can assist

an employer. Therefore, it is important that employers of all sizes allocate the

resources necessary to ensure that accurate, current job descriptions are in

place for all positions. The article clearly identifies the importance of job

description and also highlights the uses of job description for various HR related

functions. In this article a sample job description format is also presented along

with information as to how job descriptions should be documented. In the

conclusion the article mentions the various errors of a job description document

along with the consequences of the same and also mentions the ways in this

these errors can be avoided.

6. TITLE: “Use Job Descriptions to Focus Employee Responsibilities”

WEBSITE: www.scn.org

AUTHOR: Jeffrey Moses

The center theme of the article revolves around the need to continuously update

the job descriptions in order to achieve overall success of the company. The

article states that many a times formal job descriptions quickly evaporate after

hiring. But formal job descriptions help focus employees as circumstances within

their jobs change, updating them on what the company sees as their immediate

and long-term priorities. This helps prevent employees from gravitating toward

tasks that are easiest and least stressful when there may be tasks that are much

more important for the company overall. The article concludes by providing a

sample list of items to be included in an updated job description.

CONCLUSION FROM LITERATURE REVIEW

The literature review has been very informative as; it has thrown light on the

research and articles that have been written on Job description. Moreover it has

helped in identifying the degree of research that has been already done on the

subject. It has narrowed the scope of repetition and has formed the basis of

secondary data for this study.

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TYPE OF RESEARCH

This research is primarily qualitative in nature. This study is based on the data

collected through various brain storming sessions, structured questionnaire and

in-depth interview with key personnel.

SAMPLING TECHNIQUE

The sampling technique used is stratified sample technique. The respondents for

the study have been selected based on the years of experience and expertise for

the given role.

Discussions with HR Heads, and the division Heads helped in identifying the

incumbents for the purpose of study.

SAMPLE SIZE

For the purpose of documenting the job descriptions the sample size is restricted

to 40. For 40 positions across 5 Business Units of Wipro Infotech, job

descriptions were documented.

In order to identify the application areas of Job Description, the sample size was

restricted to 50. This included 40 job incumbents for whose positions were

documented and the remaining 10 being the core HR group members.

SAMPLE DESCRIPTION

The following are the positions identified for the purpose of collecting data in order to

document the job description as well as to identify the application areas of Job

description.

The sample includes employees of Wipro Infotech belonging to their 5 Business units

across the Sales and Delivery Functions.

Wipro PC

• National Sales Manager

• Large Bid Manager

• Regional Manager

• Senior Marketing Executive

• Marketing Executive

• Business Manager - Channel & Distribution

• Business Manager- Growth Partner Program

• Regional Channel Manager

• Channel Executive

• Marketing Manager – Disha

• Inside Sales Representatives (telemarketing executives)

Strategic Sales

• Strategic Accounts Manager

• Regional Accounts Manager

• Coverage Accounts Manager

• Inside Sales Representatives

Enterprise Product Development

• Regional Sales Manager

• Presales

• Account Manager/ Senior Marketing Executive/ Marketing Executive

Professional Services Delivery

Enterprise Services

• Regional Business Manager

• Technical Accounts Manager

• Service Delivery Manager

• Practice Manager

• Technical Support Group

• Technical Specialist

• Senior Customer Support Engineer/ Customer Support Engineer

Manage IT

• Implementation Manager

• Program Manager

• Site In-Charge

• Technical Specialist

• Senior Customer Support Engineer

TIS

• Project Manager

• Technical Consultant

• Senior SI Engineer/ SI Engineer

PC Services

• Call Center Manager

• Service Delivery Manager

Consulting

• Practice Head

• Practice Manager

• Principal Consultant

• Senior consultant/ Consultant

• Regional Head – Sales

• Managing Consultant – Sales

Human Resources Group

• Divisional HR managers

• Regional Managers

• Manager Compensation

• HR Executives

TOOLS USED FOR DATA COLLECTION

The tool used for data collection is a structured questionnaire. Two sets of

questionnaire have been developed one for collecting data for the purpose of job

description documentation (Annex 1A) and the other to identify the application

areas of job description (Annex 1B)

The questionnaires so developed for Job description documentation is aimed at

the job incumbents. Initially a draft questionnaire has been created and after

collecting feedback and suggestions from the key HR personnel the final

questionnaire emerged. The aim of the questionnaire is to enable the job

incumbents to give a detailed description about the roles that they performed.

Based on the questionnaire we decided to conduct in-depth interviews conducted

with the incumbents.

Interviewing is a flexible method for all levels and types of jobs. An interview may

focus on what a job involves. Interviews generate descriptive data and enable

jobholders to interpret their activities. Structured questionnaires fail to do so.

Jobholders can give overviews of their work and offer their perceptions and

feelings about their job and the environment. Rigid questionnaires tend to be less

effective where the more vital aspects of work are concerned. So, because of this

it is decided that a one-to-one basis interview be conducted with the incumbents

and the supervisor by keeping the questionnaire as the basis.

ACTUAL COLLECTION OF DATA

Once the sample has been identified and tools used for data collection designed the

next step is that of actual data collection. In this project the data collections

happened at two levels.

In the first level data have been collected using a structured questionnaire and an in

depth interview with the job incumbent in order to get information for the purpose of

documenting the job descriptions. A job description format has proposed and

finalized based on which the job description have been to be drafted.

In the next level, data has been collected using a structured questionnaire from a

restricted sample size in order to identify the application areas of job descriptions.

Study of various Job description formats

Final Job description format for Wipro

Infotech

Documentation of Job description for 40

positions

Identifying the application areas of Job

description

Literature Survey

Discussion with Key HR

personnel

Use of Structured Questionnaire and In-

depth interview

Use of Structured Questionnaire and

TOOLS FOR DATA ANALYSIS

Since our research topic is highly qualitative in nature, we are prompted to use

simple percentages so as to enable the data more succinct and amenable for

easy interpretation. We believe that simple treatment of data will be more useful

in drawing inferences from the qualitative data.

RESEARCH LIMITATIONS

• Research investigation is restricted to select key personnel of the

organization

• Elusive and sticky attitude of the personnel towards the job and the

prerequisites associated with the performance of the job

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1. Job Description is an essential document

100

0

0

20

40

60

80

100

Per

cent

ages

Yes No

Responses

Job Description an essential document

Source: Field Investigation INTERPRETATION:

Job Description is an essential part of any HRM program.

The Graph shows that 100% of respondents think that job description is an

essential document and has a key for better and effective job performance.

2. Various ways in which the Job Description helps employees

Various ways Job Description helps Incumbents

D15%

E13%

A30%

B19%

C23%

Source: Field Investigation

INTERPRETATION:

The different ways in which the Job Description helps the employees are:

A. It clarifies the roles and responsibilities of the job –30%

B. Provides a clear expectation of the scope of the job and key result

areas –19%

C. Provides a clear understanding of the competencies required –23%

D. Shows where one’s role fits in the organization structure –15%

E. Specifies relationship among individuals and departments (hierarchal

relationship) –13%

3. Necessity of a well-formatted Job Description document in the

organization

100

0

0102030405060708090

100

Per

cent

ages

Yes No

Responses

Requirement of well-formated Job Description at Wipro InfoTech


INTERPRETATION: All the employees (100%) at Wipro InfoTech feel that any organization must have

a well –formatted job description document.

4. Preferred Job Description Format

Appropriate Job Description format

A29%

D19%

C39%

B13%


INTERPRETATION: The appropriate job description formats along with their preferences are as

follows:

A General-Purpose Job Description –29%

A Specific-Purpose Job Description –13%

A Comprehensive Job Description –39%

A Concise Job Description –19%

It is quite evident that most appropriate Job Description format, according to the

Wipro InfoTech employees, is the Comprehensive Job Description format.

5. Need for a precise and unambiguous Job Description in today’s work environment

97

3

0

20

40

60

80

100

Per

cent

ages

Yes No

Responses

Need for precise & unambiguous Job Description is significant in today's work environment


INTERPRETATION: Most of the employees (97%) feel that there is a need for precise and

unambiguous Job Description is significant in today’s work environment.

5A. Contributing factors for the need of precise & unambiguous Job

Description

Contributing factors for the need of precise & unambiguous Job Description

B22%

C32% A

46%


INTERPRETATION: The contributing factors for the need of precise and unambiguous Job

Description are as follows:

A. The incredible number of organizational restructurings that have

occurred –46%

B. The need to implement new and creative ways to motivate,

evaluate and reward employees –22%

C. The accelerated rate at which technology is changing work

environments –32%

D. Majority of the employees feel that the most contributing factor for

the need of precise and unambiguous Job Description.

6. Preferred components of Job Description

Preffered components of Job Description

30

1216

9

33

05

1015

20253035

A B C D E

Responses

Per

cent

ages


INTERPRETATION: Preferred components of Job Description are:

A. Job title and other identifying information such as the band, reporting structure and etc. –16%

B. Summary describing the purpose of the job -9% C. The main duties, responsibilities and accountabilities –33% D. The social interaction associated with the work (i.e., the size of work

group, amount of dependency in the work) –12% E. The competencies required both technical and behavioral along with the

knowledge and skills required for the job –30%

7. Identified Application areas of Job Description Source: Field Investigation

INTERPRETATION:

Different application areas identified are as follows:

A. Organization Structuring –8.12%

B. Job Design –9.24%

C. Recruitment & Selection –13.28%

D. Placement & Orientation –10.08%

E. Compensation –12.4%

F. Training & Development –11.3%

G. Performance Appraisal –10.08%

H. Job Evaluation –11.2%

I. Career Planning –8.5%

J. Employee Empowerment –5.8%

8.129.24

13.28

10.08

12.411.3

10.0811.2

8.5

5.8

02468

101214

Per

cent

ages

A B C D E F G H I J

Responses

Identified Application areas of Job Description

8. Different ways that Job Description can impact job performance

Impact of Job Description on job performance

D15%

E16%

A27%

B22%

C20%


INTERPRETATION: Different ways that Job Description can impact job performance are as follows:

A. Quality of Supervision and Task Co-ordination –27%

B. Quality of work life (QWL) –22%

C. Job Satisfaction / Job Enrichment –20%

D. Employee morale –15%

E. Better Teamwork –16%

9. Personal benefits derived by a well-documented Job Description that

would help employees’ growth in their career

Personal benefits derived from a well documented Job Description

9.3

16.4 14.5

27.1

11.5

21.2

0

10

20

30

A B C D E F

Responses

Per

cent

ages


INTERPRETATION: The various personal benefits derived by a well-documented Job Description that

would help the employees’ growth are

A. Positive self-esteem and confidence –9.3%

B. Reliability –11.5%

C. Commitment –16.4%

D. Ability to deal with pressure –14.5%

E. Adaptability –21.2%

F. Creative / Innovation –27.1%

The most crucial benefit derived from the Job Description is that of being creative

or innovative in work.

10. Willingness of the employees to be a part of the documentation of the Job Description process

95

5

0102030405060708090

100

Per

cent

ages

Yes No

Responses

Willingness of employees to participate in the process of documenting Job Description


INTERPRETATION: Most of the employees (95%) have the willingness to be a part of the Job

Description documentation process.

10A. Employee participation techniques in the Job Description documentation process

Employee participation techniques in the Job Description documentation process

A32%

B22%

C19%

D27%


INTERPRETATION: Different techniques to encourage employee participation in the process of Job

Description documentation are:

A. Fill up Job Description Questionnaires –32%

B. Focused Group Interview –22%

C. Management by Objectives (MBO) –19%

D. In-Depth Interviews –27%

The most preferred way by which the employees would like to participate in the

process of Job Description documentation is by filling up Job Description

Questionnaires.

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��Most of the employees (100%) feel that Job Description is an essential

document

��Majority of the employees are of the opinion that Job Description helps

them by clarifying the roles and responsibilities of the job

��All the respondents feel that there is a requirement for a well-

documented Job Description at Wipro InfoTech

��Comprehensive Job Description format is the most preferred type of

format

��The next popular formats are General Purpose format and Concise

Job Description format

��Majority of respondents (97%) feel that there is need for a precise and

unambiguous Job Description in today’s work environment

��The most contributing factor for the necessity of a precise and

unambiguous Job Description in today’s work environment is that the

incredible number of organizational restructurings that have occurred

in recent times

��The next popular contributing factor is the accelerated rate at which

technology is changing work environments

��The main duties, responsibilities and accountabilities is the most

preferred component of Job Description

��The next preferred component of Job Description is the list of

competencies required both technical and behavioral along with the

knowledge and skills required for the job

��The major application area of Job Description identified by the

employees is Recruitment and Selection followed by Compensation

��The most crucial way by which Job Description impacts the job

performance is on Quality of Supervision and Task Co-ordination

��The other vital influence of Job Description on job performance is on

Quality of Work Life (QWL) along with job satisfaction of employees

��The most personal benefit derived from a well-documented Job

Description is Creativity and Innovation on their jobs

��Adaptability and Commitment are the other two personal benefits

derived from a Job description.

��Most of the employees (95%) show the willingness to be a part of the

Job Description documentation process

��The most sought-after techniques to encourage employee participation

in the process of Job Description documentation is by filling up Job

Description Questionnaire

��The other preferred method is through In-Depth Interviews

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A. PROPOSED JOB DESCRIPTION FORMAT FOR WIPRO

INFOTECH

Wipro Infotech did not have documented Job descriptions for any position or role

in any division or function across the five Business Units. One of the main

objectives of this project is to develop a job description format for Wipro Infotech.

The format so developed should be both comprehensive as well as concise.

From the structured questionnaire it has been analyzed that employees in Wipro

Infotech are in need of a job description, which is generic, and nature and at the

same time provided comprehensive and yet concise information about a

particular job. Keeping all the requirements in mind and having gained exposure

to the various formats through the process of literature survey we could develop

a Job Description Format for Wipro Infotech.

The Job description format so developed was initially proposed to the key HR

personnel and Heads of various divisions and functions of the five Business

units.

After several brainstorming sessions with the key personnel, feedback is

obtained and finally the proposed Job Description format is accepted by one and

all and is made operational.

The approved job description format is a basis for documenting the job

descriptions for the various Sales and Delivery position across the Business units

of Wipro Infotech.

JOB DESCRIPTION FORMAT FOR WIPRO INFOTECH

• Business Unit/Division:

• Department/Function

• Salary grade/Band:

• Job title:

• Purpose of the job:

• Organizational Relationship:

o Reports to:

o Supervises:

o Coordinates with:

o Other external clients:

• Scope of responsibility:

• Key Responsibilities and Accountabilities:

• Necessary Knowledge Skills & Abilities

o Qualifications

o Experience

o Technical and Professional competencies

o Behavioral and Managerial competencies

Prepared by: Date:

Jobholder’s signature: Date:

Manager’s signature: Date:

B. DOCUMENTATION OF JOB DESCRIPTIONS FOR SALES AND

DELIVERY FUNCTIONS USING THE APPROVED JOB DESCRIPTION

FORMAT

Once the Job description format is approved and made operational data have

been collected using Questionnaire 1(Annexure 1A) for the purpose of

documenting the job descriptions for the identified positions in the various sales

and delivery divisions across the 5 business units of Wipro InfoTech. HR

managers and key personnel of sales and delivery functions of these business

units have validated the resultant job descriptions through a series of discussions

.The 5 business units for which job description has been documented for sales

and delivery functions are given below:

• Wipro PC - Sales

• Strategic sales - Sales

• Enterprise Product Development -Sales

• Professional Services Delivery - Delivery

• Consulting- Sales & Delivery

As stated earlier job descriptions were documented for forty positions of sales

and delivery functions of Wipro Infotech.

The following are the are the samples of documented Job Descriptions:

DESIGNATION National Sales Manager BAND B/C PURPOSE OF THE JOB Responsible for business development and increasing WPC market share and profitability in metro/non-metro/ out-location sectors. ORGANIZATIONAL RELATIONSHIP

Reports to: General manager- Sales Supervises: Regional manager, Senior marketing executives, Marketing executives and Strategic sales Coordinates with: Business manager - Channel & distribution, Finance, Logistics, Factory, Operations & Product mangers & RBH Other external clients: Customers, Vendors & Principals

SCOPE OF RESPONSIBILITY National KEY RESPONSIBILITIES & ACCOUNTABILITIES

• Annual revenue accountability - Rs 100- 300 Cr • Responsible for business development and profitability in metro/non-metro/ out-location sectors • Increase WPC market share through both channel and direct sales • Manage and supervise assigned operations to achieve goals within available resources • Monitor and evaluate activities that drive sales • Develop strategic business plans for the partners • Make decisions relating to product mix, product positioning, pricing & competition strategies. • Determine sales targets, markets and product offerings • Responsible for managing customer credit, inventory and credit control • Plan and forecast for future growth and development prospects • Team development - Conduct regular reviews of team members with feedback, complete objectives, perform appraisals on time and

nominate to relevant behavioral and technical training programs.

NECESSARY KNOWLEDGE, SKILLS & ABILITIES

Qualifications: Graduate/ MBA Experience: 8-12 years Technical & Professional Competencies: Business Expertise and knowledge of sales process & the business nuances Understanding of technology (hardware & software) Behavioral & Managerial Competencies High self drive and confidence Good negotiation skills, problem solving skills and analytical skills Effective communication and interpersonal skills Ability to manage a team efficiently Work collaboratively and co-operatively across the whole organization and with key stakeholders

BUSINESS UNIT-WPC FUNCTION-SALES

DESIGNATION Business Manager – Channel & Distribution BAND B PURPOSE OF THE JOB To create an environment where channel business can operate smoothly. To develop, maintain and manage partner relationship and devise

polices keeping in mind the companies objectives ORGANIZATIONAL RELATIONSHIP

Reports to: General Manager- Sales Supervises: Business Manager -Growth partner program & Manager- Channel financing Coordinates with: RBH, National Sales Manager, Business finance, Legal, Services & RM's. Other external clients: Partners, Bankers & Agencies


• Annual revenue accountability - Rs 251 Cr • Responsible for business development and increase in WPC market share through channel distribution • Work towards simplifying the processes on partner transactions with Wipro • Develop, maintain and manage partner relationship and ensure Partner satisfaction • Understand Partner’s Objectives and strategies & aligns Wipro benefits in terms of business value. • Devise polices keeping in mind the companies objectives, partner requirements & long term impacts • Apply basic financial concepts in analyzing customer’s financial positions and decision-making process for the purpose of recommending • Make financial decisions relating to pricing, credit limits and payouts. • Drive & initiate channel financing program with various banks & ensure that Wipro exposure and partner funding are within desirable

limits • Devise strategy for the territory /product lines etc covered by them and perform territory planning to ensure appropriate coverage in the

chosen market place. • Review, Analyze and Discuss reports, data etc for decision making relating to business operations and business development • Establish and enhance relationship with partners and agencies.


Qualifications: BE/ MBA Experience: 10-12 years Technical & Professional Competencies: Business Expertise and knowledge of sales process & the business nuances Understanding of technology (hardware & software) Behavioral & Managerial Competencies High self drive and confidence Effective communication and interpersonal skills Good negotiation skills, analytical skills and problem solving skills Ability to manage a team efficiently Work collaboratively and co-operatively across the whole organization and with key stakeholders


DESIGNATION Business Manager – Growth Partner Program

BAND B

PURPOSE OF THE JOB Responsible for business development and increase in WPC market share and to utilize the IT reseller community effectively to address the SME segments.

ORGANIZATIONAL RELATIONSHIP

Reports to: Business Manager - Channel and Distribution Supervises: Not applicable Coordinates with: RBH, National Sales Manager, Business finance, Legal, RM's, Factory, & Operations Other external clients: Partners & Customers


• Annual revenue accountability - Rs 61 Cr • Responsible for business development and increase in WPC market share through both channel distribution and growth partner programs • Develop, maintain and manage growth partner relationship and ensure partner satisfaction • Devise polices for growth partners keeping in mind the companies objectives, partner requirements & long term impacts • Plan & Implement Regional Management contact plan for Growth Partners • Design and Devise new promotional strategies and schemes for partners • Review and Analyze the funnel size - win/ loss information and the Stock & Sales model • Responsible for achieving sales targets with profitability • Responsible for preparing business stock taking reports • Interact on regular basis with supervisors and peers and discuss job related issues • Facilitate and indirectly supervise the Marketing executives and the Regional managers of WPC. • Establish and enhance relationship with partners and customers


Qualifications: Graduate/ MBA Experience: 7-8 years Technical & Professional Competencies: Business Expertise and knowledge of sales process & the business nuances Understanding of technology (hardware & software) Behavioral & Managerial Competencies High self drive and confidence Good negotiation skills, selling skills and presentation skills Effective communication and interpersonal skills Good analytical skills and problem solving skills Work collaboratively and co-operatively across the whole organization and with key stakeholders


DESIGNATION Strategic accounts manager BAND C PURPOSE OF THE JOB To provide single point of ownership to the strategic customers as identified by Wipro and engage in relationship management at all levels

within the customers’ organization. To achieve higher penetration for the entire bandwidth o f Wipro's offerings higher penetration for the entire bandwidth of Wipro's offerings

ORGANIZATIONAL RELATIONSHIP

Reports to: Regional Business head Supervises: Not applicable Coordinates with: Product manager, Operations, RM, FM and SI, Services, Solutions, Consulting & Finance Other external clients: Customers, Consultants & Principals


• Annual revenue accountability - Rs50 - 100 Cr • To provide single point of ownership to the strategic customers as identified by Wipro and engage in relationship management at all levels

within the customers organization • Responsible for positioning Wipro’s offering and increasing mind -share among the customers by developing/managing accounts • Responsible for being a single face of Wipro to the customers for large national accounts • Develop a strategic relationship with the accounts, which is mutually beneficial at all, levels. • Transactional calls (meetings to sort out issues related to deliveries, proposals, pricing, support problems etc.) • Responsible for data collation, account planning, collections, strategy development, MIS and etc • Identify and map accounts from the organization point of view and unearth their latent needs and get business for new LOB's. • Goaled on revenue generation and customer satisfaction for strategic accounts • Make decisions relating to top management engagement matrix and leverage with internal divisions within Wipro to fulfill customer needs. • Establish and enhance relationship with customers and principals & ability to interact with senior management (customers)


Qualifications: BE/ MBA Experience: 10- 12 years Technical & Professional Competencies: Business Expertise and knowledge of sales process & the business nuances Understanding of technology (hardware & software) and Sales and account management Behavioral & Managerial Competencies High self drive and confidence Good negotiation skills, problem solving skills and analytical skills Effective communication and interpersonal skills Work collaboratively and co-operatively across the whole organization and with key stakeholders Commercial orientation & Relationship orientation

BUSINESS UNIT-STRATEGIC SALES FUNCTION-SALES

DESIGNATION Coverage accounts manager BAND A PURPOSE OF THE JOB Responsible for positioning Wipro’s offering and building and increasing mind -share among the customers for all coverage accounts. ORGANIZATIONAL RELATIONSHIP

Reports to: Regional Business head/National CAM Supervises: Not applicable Coordinates with: RM's, Account managers, Marketing Executives, SAM's & ISR's Other external clients: Customers & Principals

SCOPE OF RESPONSIBILITY Regional KEY RESPONSIBILITIES & ACCOUNTABILITIES

• Annual revenue accountability - Rs 10-25 Cr's • Responsible for business development activities and managing the entire business sales cycle for all the designated products and

services in the designated accounts • Responsible for positioning Wipro’s offering and building and increasing mind -share among the customers for coverage accounts. • Manage and supervise assigned operations to achieve goals within available resources • Leverage resources from internal divisions/stakeholders of Wipro to meet customer requirements • Increase more lines of business with the clients specific with Wipro's offerings and to increase the share of wallet. • Building business by retaining current clients and strengthening existing business relationship. • Identify and map accounts from the organization point of view and unearth their latent needs • Goaled on revenue generation and customer satisfaction for strategic accounts • Manage customer relationship by constantly delivering value to customers by handling their expectations and issues for all the

coverage accounts • Establish and enhance relationship with customers and principals


Qualifications: BE/ MBA Experience: 3 -5 years Technical & Professional Competencies: Knowledge of sales process & the business nuances Understanding of technology (hardware & software) and Good knowledge and exposure to mapping of accounts Behavioral & Managerial Competencies High self drive and confidence Good negotiation skills, problem solving skills and analytical skills Effective communication and interpersonal skills Willingness to learn and work in teams Ability to build and maintain relationship

DESIGNATION Regional sales manager BAND B/C PURPOSE OF THE JOB Responsible for business development and increase in Wipro's market share and also to build practices for IBM & SUN and for the platform

business. ORGANIZATIONAL RELATIONSHIP Reports to: Regional business head

Supervises: Team leader(Presales), Account manager(sales), Presales consultant Coordinates with: Finance, HR, Services, System Integrations, & operations Other external clients: Customers & Principals


• Annual revenue accountability - 73 Cr • Responsible for business development and increase Wipro's market share • Manage and supervise assigned operations to achieve goals within available resources • Responsible for building practices for both IBM & SUN and also for platform business • Team development - Conduct regular reviews of team members with feedback, complete objectives, perform appraisals on time

and nominate to relevant behavioral and technical training programs • Responsible for handling problems relating to booking, billing & collections. • Apply basic financial concepts in analyzing customer’s financial positions and decision making process for the purp ose of

recommending solutions. • Ensure that debt is at its minimum level, outstanding amounts are nil and collection are made on time • Manage customer relationship by constantly delivering value to customers by handling their expectations and issues • Make decisions relating to pricing and proposals. • Establish and enhance relationship with customers and principals


Qualifications: BE/ MBA Experience: 7 -8 years Technical & Professional Competencies: Knowledge of sales process & the business nuances Understanding of technology (hardware & software) and Unix market Behavioral & Managerial Competencies High self drive and confidence Effective communication and interpersonal skills Good negotiation skills, problem solving skills and analytical skills Aggressive commitment and customer orientation Ability to manage a team efficiently

BUSINESS UNIT-EPD FUNCTION-SALES

DESIGNATION Regional Business manager BAND B/C PURPOSE OF THE JOB Responsible for carrying out business growth activities and increasing mind share among customers by achieving operational excellence thereby

improving customer satisfaction ORGANIZATIONAL RELATIONSHIP

Reports to: Business head – ES Supervises: Technical account manager, Technical specialist, Service delivery manager, Operations manager, Sales head Coordinates with: RBH, SI, Product managers, Finance, TSG, KM, & National Service delivery manager Other external clients: Customers, Vendors & Principals


• Annual revenue accountability – 10 – 30 Cr (Accrual) • Responsible for carrying out business development activities and increasing Wipro's share of market • Position Wipro’s offering and increase mind -share among the customers by developing/ managing new/existing accounts • Make decisions relating to framing of the Service level agreements • Ensure that service delivery takes place based on the Service level agreements • Operational Excellence: To become operational efficient thereby improving customer satisfaction. • Responsible for working with clients and to define the scope of the project and understand the nature of their business • Responsible for conducting regular reviews with the customers • Responsible for negotiating with the principals/customers on pricing/quotations • Team development - Conduct regular reviews of team members with feedback, complete objectives, perform appraisals on time and

nominate to relevant behavioral and technical training programs. • Maintain harmony among team members and resolves grievances/issues • Plan and forecast for future growth and development prospects, manpower requirements and track new lines of business/ accounts


Qualifications: Graduate/MBA Experience: 10- 12 years Technical & Professional Competencies: Business Expertise and knowledge of sales process & the business nuances Understanding of technology (hardware & software) Behavioral & Managerial Competencies High self drive and confidence Good negotiation skills, problem solving skills, analytical skills and customer handling skills. Effective communication and interpersonal skills Work collaboratively and co-operatively across the whole organization and with key stakeholders Strong project management skills including successful management of people and budgets Ability to analyze and interpret information to support decision-making.

BUSINESS UNIT-PSD-ES FUNCTION-DELIVERY

DESIGNATION Technical account manager

BAND A/B PURPOSE OF THE JOB Responsible for service delivery of major accounts and ensure that service delivery takes place based on the Service level agreements ORGANIZATIONAL RELATIONSHIP

Reports to: Regional business manager Supervises: Technical specialist, Senior Customer Service Engineer &Customer Service Engineer Coordinates with: FM, Service Delivery Manager, RBH, RSM &Operations Other external clients: Customers, Vendors & Principals


• Responsible for carrying out business growth and development activities and increasing Wipro's share of market • Position Wipro’s offering and increase mind -share among the customers/clients by developing new accounts and managing

existing accounts • Ensure that service delivery takes place based on the Service level agreements • Responsible for service delivery of the major account • Responsible for proposing and designing solutions to meet customer requirements • Operational Excellence: To become operational efficient thereby improving customer satisfaction. • Develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting customer

expectations and handling issues • Provide technical assistance to other team members by way of assisting them in solving challenging technical problems, sharing

technical knowledge and adhering to quality processes in ensuring team objectives are met. • Facilitate and provide backend support to presales for drafting proposals • Provide technical consultation to the customers and keep them updated with the current technological advancements • Establish and enhance relationship with customers/clients


Qualifications: Graduate/BE Experience: 7-9 years Technical & Professional Competencies: Understanding of technology (hardware & software) Business Expertise and knowledge of specific domains Behavioral & Managerial Competencies High self drive and confidence Good negotiation skills, problem solving skills and analytical skills Effective communication and interpersonal skills Excellent customer handling skills Strong project management skills including successful management of people and budgets Ability to build and maintain relationship


DESIGNATION Practice Manager

BAND A/B PURPOSE OF THE JOB Spearhead the enterprise services business by having end-to-end responsibility in increasing Wipro's market share and aiming

at satisfying customers by providing value added services to them and handling queries/issues ORGANIZATIONAL RELATIONSHIP Reports to: Regional business manager

Supervises: Technical specialist, Senior Customer Service engineer & Customer Service engineer Coordinates with: RBH, Technical account manager, Sales head –ES, National Service delivery manager, SAM’s, Practice heads, TSG head & TSG engineers Other external clients: Customers, Consultants of customers & Principals


• Annual Revenue accountability - 1Cr • Spearhead the enterprise services business by having end-to-end responsibility • Responsible for carrying out business development activities & increasing Wipro's offering and customers mind-share • Develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting customer expectations and handling issues • Responsible for developing proposals for the customers and executing the same • Responsible for working with clients and defining the scope of the project and understanding their requirements • Responsible for tracking new lines of business and also new accounts • Operational Excellence: To become operational efficient thereby improving customer satisfaction. • Responsible for successful management of people and budget • Make recommendations relating to pricing and client acceptance • Establish and enhance relationship with customers/clients


Qualifications: BE Experience: 5-8 years Technical & Professional Competencies: Business Expertise and knowledge of specific domains Understanding of technology (hardware & software) Behavioral & Managerial Competencies High self drive and confidence Aggressive commitment and customer orientation Good problem solving skills and analytical skills Effective communication and interpersonal skills Strong project management skills including successful management of people and budgets Work collaboratively and co-operatively across the whole organization and with key stakeholders Ability to build and maintain relationship


DESIGNATION Program Manager

BAND A PURPOSE OF THE JOB Responsible for managing the customer accounts in terms of SLA delivery, Customer satisfaction, Customer reviews, renewals/

enhancement of business ORGANIZATIONAL RELATIONSHIP Reports to: Regional business manager

Supervises: Technical specialist, Site In charge, Customer Service Engineer & Senior Customer Service Engineer Coordinates with: Operations, Implementation manager, FM & SI & Sales Other external clients: Customers, Principals & Vendors


• Responsible for working with clients and to define the scope of the project, clarify the system specification, understand their work practices and the nature of their business

• Responsible for managing the customer accounts in terms of SLA delivery, Customer satisfaction, Customer reviews, renewals/ enhancement of business

• Manage and supervise assigned operations to achieve goals within available resources • Ensure that service delivery takes place based on the Service level agreements • Operational Excellence: To become operational efficient thereby improving customer satisfaction. • Develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting

customer expectations and handling issues • Responsible for manpower planning/staffing and liaising with the vendors • Build Knowledge bank of important documents, data, statistics that will serve as a central repository of information. • Team development - Conduct regular reviews of team members with feedback, complete objectives, perform appraisals on

time and nominate to relevant behavioral and technical training programs. Responsible for preparing MIS reports, Root cause analysis report and etc


Qualifications: BE/ MBA Experience: 6-8 years Technical & Professional Competencies: Understanding of technology (hardware & software) Knowledge of sales process & the business nuances Behavioral & Managerial Competencies High self drive and confidence Able to work under pressure and manage conflicting priorities Good problem solving skills and analytical skills Effective communication and interpersonal skills Strong project management skills including successful management of people and budgets.

BUSINESS UNIT-PSD-MIT FUNCTION-DELIVERY

DESIGNATION Project Manager

BAND A PURPOSE OF THE JOB Responsible for end-to end project management ORGANIZATIONAL RELATIONSHIP Reports to: Regional manager

Supervises: Not applicable Coordinates with: Sales, Finance, Operations, Technical Consultants SI Engineers, Project management office, Practice heads Other external clients: Customers, & Vendors


• Responsible for end-to end project management ie right from planning to execution for multi-location customer or single location large accounts

• Serve as a single point of contact for the customers ie act as a customer touch point • Responsible for working with clients and to define the scope of the project, clarify the system specification, understand their

work practices and the nature of their business • Responsible to maintain the quality of the output to be delivered to the customer and within the scheduled time • Understand the clients expectations and work towards satisfying their needs • Ability to drive people to ensure that project deliverables are met and project time is maintained • Ensure that the billing and collection happens on time and aid the collections team for the same • Responsible for vendor management, project documentation, and signoff • Responsible for managing a team of engineers and recruiting franchisee engineers for project if required • Track and review the project from time to time to ensure cost and time schedules • Establish and enhance relationship with customers/clients


Qualifications: Graduate/ MBA Experience: 9-10 years Technical & Professional Competencies: Understanding of technology (hardware & software) Commercial orientation to maintain cost and billing Vendor management and coordination Behavioral & Managerial Competencies High self drive and confidence Strong project management skills including successful management of people and budgets. Good problem solving skills and analytical skills Effective communication and interpersonal skills Ability to manage a team efficiently Ability to build and maintain relationship

BUSINESS UNIT-PSD-TIS FUNCTION-DELIVERY

DESIGNATION Call center manager

BAND A PURPOSE OF THE JOB To ensure all customer interactions through phone/fax/email/post are attended & responded to by the team as per SLAs' defined. ORGANIZATIONAL RELATIONSHIP Reports to: Head - PC Services

Supervises: Team leaders, Call centre trainees Coordinates with: Business Operations, Channel manager, Logistics, Installation manager, Technical support group Other external clients: Customers, Principals & Vendors


• To ensure all customer interactions through phone/fax/email are attended and responded to by the team as per SLA defined. • Take decisions impacting customer satisfaction and people management that are needed on a day-to-day basis • Strategies and manage customer support operations for specific needs. • Monitor customer satisfaction ratings, analyze and implement initiatives to improve customer satisfaction. • To meet the Quality Objectives as specified • To recommend process changes as & when required. • To manage, guide and coach a team of customer care personnel. • To analyze, monitor performance of the teams and individuals in the team as per Performance Track System and plan reward

schemes and initiate corrective actions, if required. • To constantly monitor & plan towards productivity improvement of the team. • Establish and enhance relationship with customers and principals


Qualifications: Graduate/ MBA Experience: 5-6 years Technical & Professional Competencies: Knowledge of sales process & the business nuances Understanding of technology( hardware & software) Behavioral & Managerial Competencies High self drive and confidence Good problem solving skills and analytical skills Effective communication and interpersonal skills Ability to manage a team efficiently Ability to build and maintain relationship with customers/principals Aggressive commitment and customer orientation

BUSINESS UNIT-PSD-PC SEVICES FUNCTION-DELIVERY

DESIGNATION Practice head

BAND C PURPOSE OF THE JOB To build and develop the various WI practices in Asia-Pacific Middle east and India ORGANIZATIONAL RELATIONSHIP Reports to: GM-Consulting & Chief Knowledge

Supervises: Practice Manager, Program manager, Principal consultant, Senior consultant, Consultant Coordinates with: Business heads, Project heads, President- WI Other external clients: Customers

SCOPE OF RESPONSIBILITY Global KEY RESPONSIBILITIES & ACCOUNTABILITIES

• Annual revenue accountability - Rs 10-12 Cr • Responsible for business development and increase in Wipro's share in A-Pac, Middle East and India • In-charge of providing consultancy to both domestic and international clients of Wipro InfoTech, in terms of devising

strategies and formulating process improvement plans • Responsible for positioning Wipro and increasing mind-share and business from new and existing customers. • Manage and supervise assigned operations to achieve goals within available resources • Responsible for developing strategies and target setting for the assigned practice • Responsible for end-to end engagement with the clients • Responsible for creation of sales funnel for the assigned practice. • Recruit and schedule consultants for the various projects • Team development - Conduct regular reviews of team members with feedback, complete objectives, perform appraisals on

time and nominate to relevant behavioral and technical training programs. • Establish and enhance relationship with customers/clients


Qualifications: BE/ MBA Experience: 8-10 years Technical & Professional Competencies: Business Expertise in specific domains/processes Technology appreciation/understanding Business Expertise in specific domains/processes and Process mapping experience Behavioral & Managerial Competencies High self drive and confidence Good problem solving skills, presentation skills and analytical skills Effective communication and interpersonal skills Ability to analyze and interpret information to support decision-making. Ability to manage a team efficiently Strong project management skills including successful management of people and budgets.

BUSINESS UNIT-CONSULTING FUNCTION-DELIVERY

DESIGNATION Principal Consultant

BAND B PURPOSE OF THE JOB To execute and deliver the consulting assignment on time by providing good quality output to the customers/clients and also

provide support to the sales team. ORGANIZATIONAL RELATIONSHIP Reports to: Practice head

Supervises: Not applicable Coordinates with: Practice manager, Sales team, Senior Consultants, Consultants, Solutions, Finance & Legal Other external clients: Customers

SCOPE OF RESPONSIBILITY Global KEY RESPONSIBILITIES & ACCOUNTABILITIES

• Responsible for positioning Wipro’s offering and increasing mind -share among the customers by developing new accounts and managing existing accounts

• Responsible for working with clients and to define the scope of the project, clarify the system specification, understand their work practices and the nature of their business

• Responsible for maintaining the quality of the output to be delivered to the customer and within the scheduled time • Liaising with staff at all levels of a clients organization • Analyze and review the current market trends and information required for the consulting project(s) • Responsible for preparing proposals, approach notes, presentations and pre-sales material • Build Knowledge bank of important documents, data, statistics and industry trends that will serve as a central repository of

information. • Help enhancing value proposition of current services • Indirectly facilitate and guide the consultants and sales executives • Establish and enhance relationship with customers/clients


Qualifications: BE/ MBA Experience: 6-8 years Technical & Professional Competencies: Business Expertise in specific domains/processes Technology appreciation/understanding Process mapping experience Behavioral & Managerial Competencies High self drive and confidence Good problem solving skills, presentation skills and analytical skills Effective communication and interpersonal skills Ability to analyze and interpret information to support decision-making. Strong project management skills including successful management of people and budgets.

BUSINESS UNIT-CONSULTING FUNCTION-DELIVERY

DESIGNATION Regional head – Sales

BAND B PURPOSE OF THE JOB Responsible for business development and increase in Wipro's market share and taking up complete end to end responsibility of

consulting business to meet the sales plans. ORGANIZATIONAL RELATIONSHIP Reports to: GM - Consulting Sales

Supervises: Managing Consultant Coordinates with: Practice heads, Practice managers, solutions, SI & FM, Business Finance & Legal, RBH & SAM's Other external clients: Customers, Principals & Vendors


• Annual Revenue accountability- Rs 11 Crs • Responsible for business development and increase Wipro's market share • Manages and supervises assigned operations to achieve goals within available resources • Position Wipro’s offering and increase mind-share among the customers by developing and managing new/existing accounts • Responsible for complete end-to-end responsibility of consulting business to meet the sales plan. • Ability to drive sales in the region and expand the current market • Monitor market for new business opportunities • Develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting

customer expectations and handling issues • Make decisions relating to pricing and quotations • Plan and forecast for future growth and development prospects • Responsible for keeping debt under control • Responsible for billing and collections and preparing weekly sales reports and MIS Facilitate and provide backend support to presales/sales


Qualifications: BE/ MBA Experience: 9-11 years Technical & Professional Competencies: Knowledge of sales process & the business nuances Understanding of technology( hardware & software) Behavioral & Managerial Competencies High self drive and confidence Good problem solving skills, negotiation skills and analytical skills Effective communication and interpersonal skills Ability to analyze and interpret information to support decision-making. Ability to build and maintain relationship with customers and principals

BUSINESS UNIT-CONSULTING FUNCTION-SALES

M.P.Birla Institute of Management 82

c. Recommended Application areas of Job Description

Many employers may wonder whether it is worth the time and effort to develop

and maintain job descriptions. They may consider the task too daunting, may

have decided that they should have job descriptions but never seem to make it a

priority, or they may not even know where to start or why they should bother.

Most human resources professionals agree that employers of all sizes should

invest the time and effort in developing and updating these documents on a

regular basis, because well-written job descriptions can serve as a valuable tool

for employers in the recruitment, selection, compensation, orientation, training,

and evaluation of employees. These tools have little value, however, if they do

not accurately reflects a job‘s duties, responsibilities and qualifications.

A well-written job description accurately describes what a particular job is

currently about its title, overall position in the organization (reporting

relationships), essential and non-essential functions, job qualifications, and

physical and environmental characteristics. One should be able to review a one

to two-page job description and have a pretty good idea of what the incumbent

does. A job description is not a detailed list of each component of each duty of

the job, a written procedure on how to perform the job, or written performance

standards regarding quality or quantity of work required. The various applications

areas of Job Description identified are as follows

Organization Structuring

Job Design

Recruitment & Selection

Placement & Orientation

Compensation

Training & Development

Performance Appraisal

Job Evaluation

Employee Retention

Retraining

Career Planning

Employee Empowerment


1. ORGANIZATION STRUCTURING

Organization Structure refers to the relatively stable set of formally defined

jobs, job groupings, and reporting and working relationships that characterize

an organization. Normally organizing involves the defining of the authority-

responsibility relationships, which will give structure to the organization. The

organization’s structure is often modeled using an organization chart.

Two Organization Structure Issues

Differentiation issue is concerned with determining the most appropriate

degree of specialization of effort, and with ways of grouping jobs and other

organizational units.

Integration issue is concerned with assuring that the differentiated jobs and

organizational units work together in a coordinated way.

In effect, organizational design involves both the micro-level process of

individual job design and the macro-level process of combining jobs into units.

For organization structuring and restructuring job description is an essential

document. The job description specifies clearly the skills required, the

competency levels, reporting relationship and etc. As organization structuring

refers to the relatively stable set of formally defined jobs, job groupings, and

reporting and working relationships, the need for job description is

undisputed.

So, for successful organization structuring /restructuring there arises the need

for a well documented and well formatted multi-utility job description. Wipro

Infotech can therefore make use of the multi utility job description for the

purpose of organization structuring and restructuring.


2. JOB DESIGN Job design is the process of specifying the tasks and responsibilities

associated with a job; it has two basic dimensions: specialization and

discretion. An effective job design specifies four characteristics of jobs:

Range, Depth, Relationships and Perceived job content.

Job design involves the conscious efforts to organize tasks, duties and

responsibilities into a unit of work to achieve certain objectives. Two products

resulting form the job design process are the job description and job

specifications. It is well known that jobs are more than a collection of tasks

recorded on a job analysis schedule and summarized in a job description.

Job design involves the three steps:

The specification of individual tasks

The specification of the method(s) of performing each task, and

The combination of tasks into specific jobs to be assigned to individuals

The Job Characteristics Model developed by Hackman and Oldham suggests

that jobs should be designed to include core dimensions that increase

motivation, satisfaction, reduce absenteeism and employee turnover. The

theory identifies several core job characteristics skill variety, task identity, task

significance, autonomy, and job feedback that may be increased in a job and

the jobholder may perceive as desirable.

A job description document helps to identify the task and skill variety and

makes the process of job design an easy exercise. So Wipro Infotech can too

make use of the job descriptions in order to design the jobs.


3. RECRUITMENT & SELECTION

Human resource planning helps determine the number and type of people an

organization needs. Job Analysis and Job Design specify the tasks and duties of

jobs and the qualifications expected from prospective jobholders. The next logical

step is to hire the right number of people of the right type to fill the jobs. Hiring

involves two broad groups of activities: (i) Recruitment and (ii) Selection.

Fig: Recruitment and Selection Needs

Job descriptions contain information regarding training, education and

experience requirements, they are important in selecting competent, qualified

employees. Written qualifications are of value in assessing whether candidates

have appropriate skills and knowledge based on education, training and/or

experience to perform the job, and they help to determine what additional training

may be required. And, for internal promotion purposes, well-written job

descriptions provide employees with specific information about promotional

opportunities.

Tina Lyle, human resource manager for Holiday Inn Hotels, takes that

observation a step further. “All recruiting efforts and training programs should

start with job descriptions,” says Lyle. “They help applicants, employees, and

managers.”

Applicants benefit from job descriptions, which help them understand what

skills are required to do the job. Job descriptions help employees understand

the performance expectations of their job. They provide employees with a

clear set of job performance standards, outline the scope of their job

Human Resource Planning Job

Analysis

Determining Recruitment &

Selection Needs


responsibilities, and show them where they fit in the organizational structure

of the property.

Many job descriptions today don’t represent what employees actually do on a

day-to-day basis. They have a tendency to be vague and too formal. To

correct this problem, involving current employees in the process of updating

job descriptions on a regular basis is suggested.

Job descriptions help managers identify important qualifications needed to be

successful on the job, which should in turn help avoid costly hiring mistakes.

They also provide a blueprint for effective employee training, which increases

employee morale and reduces turnover.

Factors influenced by Job Description in the selection decision include

• Profile matching, organizational and social environment, successive

hurdles, and multiple correlations.

• Profile matching involves matching the candidates’ bio-data with the job

specification and Description.

• Candidates’ specifications must match not only job descriptions but with

organizational and environmental requirements.

Accurate job descriptions are an invaluable source of information during the

entire employment process, from job posting, to recruiting and screening, to

hiring and placement. They can provide the foundation for job-posting programs

because almost all the information required for a job posting can be garnered

from the job description. They make recruiting and screening more efficient, and

they are vital in spelling out the job requirements to achieve a good match

between the candidate's qualifications and the job's demands.

At Wipro Infotech too job description can be used effectively in order to make

decisions relating to recruitment and selection. Multi utility job description would

help Wipro Infotech carry on their recruitment activities with much more ease and

accuracy.


4. PLACEMENT & ORIENTATION

Orientation also called induction is a planned introduction of employees to their

co-workers and the organization. One of the aims of orientation is to introduce an

employee to the job that he is expected to perform. This is done by a job

description that specifies the duties and accountabilities of the job and the

necessary competencies required for efficient performance. This helps new

employees to get a clear picture of the job and enhance their productivity.

The importance of orientation and adjustment to a new job can't be overstated. A

newly hired worker with an accurate, well-written job description to review and

analyze has received a good introduction to the job and is therefore able to

understand more fully what the company and the supervisor expect. All new

employees should be instructed to regard the job description as a framework or

starting point—not as an upper limit to their own abilities and interests.

.

Job descriptions can serve as a good starting point for developing an orientation

plan for new employees. They communicate to employees the major tasks of a

job, which is important because it is difficult for new employees to perform well if

they are confused about their duties and responsibilities. At Wipro Infotech too

new employees should be given a copy of the job description during the induction

program so that new employees get a better idea about the role that they are

expected to perform. It is commonly believed that written job descriptions are

critical to successful employee performance and thus, multi utility job descriptions

are cushion the immersion program for the new recruits.

Supervisors

HR Executives Organizational

Issues Employee benefits

Specific Job duties & competencies

Special Anxiety reduction Seminar

To Placement


5. DEVELOPMENT OF COMPENSATION POLICY The following chart shows the development of a wage and salary systems:

JOB ANALYSIS (JOB DESCRIPTIONS AND

JOB SPECIFICATIONS)

PAY POLICIES PAY STRUCTURES

PERFORMANCE APPAISAL

Employees will perceive compensation as fair if it based on systematic

components. Various compensation systems have developed to determine the

value of positions. These systems utilize many similar components including job

descriptions, salary ranges/structures, and written procedures. Accurate job

descriptions provide a basis for classification of a position into the organizations

compensation system. The job descriptions are then used in two activities: Job

evaluation and Pay ranges.

These activities are designed to ensure that the pay system is both internally

equitable and externally competitive. The data compiled in these two activities

are used to design pay structures including pay grades and minimum-to-

maximum pay ranges. After the pay structures have been developed, individual

jobs must be placed in the appropriate pay grades and employees’ pay adjusted

based on length of service and performance. Thus it can be concluded that in

order to develop a wage and salary structure job description document is of vital

importance and Wipro Infotech must lay emphasis in using Job descriptions for

the purpose of developing a compensation policy.

JOB EVALUATION PAY SURVEYS

INDIVIDUAL PAY

IMPLEMENTATION, COMMUNICATION,

MONITORING


6. TRAINING AND DEVELOPMENT Training and Development refers to imparting specifics knowledge, skills and

abilities to an employee. Candidates placed on the jobs need training to perform

their duties effectively. Training programs help remove performance deficiency in

employees. Need assessment diagnoses present problems and future challenges

to be met through training program. Need assessment helps identify performance

deficiency. This deficiency may be due to lack of skill or knowledge.

Fig: Training Needs Assessment

Well-written job descriptions identify the education, experience, and skills

required for the position. They can therefore help employees pinpoint their own

weaknesses and help their supervisors tailor a training program accordingly. As

the job and the job description change, training and development must keep

pace. In addition, the job description provides a basis for teaching employee as

much as possible about his job and its relationship to other jobs as well as to the

company as a whole.

Some managers may feel they don’t have the time to analyze jobs and prepare

job descriptions. However, without these descriptions, any training will be

incomplete and disorganized, failing to cover important points and details.

Thus job description can be used very effectively used at Wipro Infotech in order

to assess the training needs of the employee, as it would clearly highlight the

gaps between what the role expects and the actual performance standards.

Performance Deficiency

Non-Training Methods 7UDLQLQJ�

Other Causes Lack of Skill or Knowledge


7. PERFORMANCE MANAGEMENT Performance appraisal is a systematic evaluation of the individual with respect to

his performance on the job and his potential for development. Job descriptions

sets out requirements, which are translated into performance standards, which in

urn form the basis of performance appraisal.

�Relationship of performance Appraisal & Job Description

Job descriptions serve as a basis for job specific performance standards for each

position. Performance standards should flow directly from job descriptions, telling

what each job accomplishes and what meets performance expectations for each

duty. If employees know what is expected and what constitutes good

performance, they are more likely to perform satisfactorily.

While performance appraisal enables managers and supervisors to make

decisions in many areas other than compensation, the link between describing

the job and developing appropriate performance standards cannot be

overlooked. These performance standards, in turn, are critical factors when it

comes to evaluating an employee's readiness for raises, promotions, etc.

Thus, documentation of Job Descriptions at Wipro Infotech will provide a platform

for measuring the performance of employees with the preset standards.

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8. JOB EVALUATION��

Job Evaluation is the process of analysing and assessing the various jobs

systematically to ascertain their relative worth in an organization. Jobs are

evaluated on the basis of their content and are placed in the order of their

importance. Based on Job evaluation, all jobs in an organization can be arranged

in a hierarchical order of their relative worth and priced. This hierarchical order of

jobs enable organizations determines both Job pricing and Wage Structure.

The job description makes it possible to evaluate one job in relation to others.

Determining a job's worth to the organization is not only important in developing

an equitable wage and salary structure, but also in determining employee

benefits and bonuses that relate employee performance to the performance of

the company.

Job descriptions make it possible to identify common job elements and

requirements, which in turn make it possible to group jobs into families, grades,

or classes for wage and salary purposes. An equitable pay structure means that

jobs are rewarded according to their contributions toward the achievement of

organizational goals. Before each job's contribution can be evaluated, however,

its content must be accurately described.

Effective Evaluation begins with a good Job Description. The job description is

the basis and starting point of the job evaluation process. The importance of job

description cannot be stressed too much. Detailed, objectively written job

descriptions are a roadmap to evaluating the success of employees. Without

them one cannot set performance standards or measure accomplishments,

especially for employees being evaluated for the first time.

Thus Job evaluation is an important application area of job description and in

order to evaluate jobs in Wipro Infotech the job description documents can be

used as an important tool. Job description is an important component of the job

evaluation process and so Wipro Infotech can use the documents effectively to

evaluate the various jobs and find their relative worth in the organization.


9. EMPLOYEE RETENTION

To maintain a stable workforce, employers must deliberately engage in

retention activities. These efforts range from re-recruiting interviews to family

activities and individualized compensation packages. People need to feel

wanted, valued, appreciated. They want to do meaningful work and have some

say in how their jobs are designed, managed, and measured. Today's

employees want to be stable, but are often "chased out" by those who are

more concerned with power and position than with caring for people.

Clearly a competitive advantage in today's turbulent employment environment

is not achieved easily. The path of successful employee retention is paved by

the contemporary application of Job Description. Employee retention starts

with Job Description:

Few recommended retention tips that can be achieved through well-formatted

Job Descriptions:

• Select the right people in the first place through behavior-based testing

and competency screening. The right person, in the right seat, on the right

bus is the starting point.

• Communicate goals, roles and responsibilities so people know what is

expected and feel like part of the in-crowd

• Enable employees to balance work and life.

• Involve employees in decisions that affect their jobs and the overall

direction of the company whenever possible.

• Provide the opportunity for career and personal growth through training

and education, challenging assignments and more.

Wipro Infotech as a tool can use Job description for retaining employees. Most

cases of employee leaving the organization are due to lack of job satisfaction,

low morale, low motivation levels as the duties are not clearly communicated to

the employee and he does not have a clear idea about the role demands. All

these issues can be easily sorted out by having a well-formatted job description.


10. RETRAINING MIDDLE MANAGEMENT

Today is an era of knowledge organizations. According to Peter Drucker “Value

in organizations is created by productivity and innovations both of which are

application of knowledge of work”. Retraining the employees in today’s context,

is not a matter of choice but a business compulsion and if the organization does

not have an appropriate long-term learning and retraining strategy in place, then

it’s only a matter of time that they will become extinct. Hence, retraining the

employees of the middle management cadre has become absolutely essential. If

an organization has a well-formatted job description in place, it becomes rather

easy to determine the training needs, and identify the gap between the actual

performance and the role requirements. There are certain generic areas in which

middle management employees need to be retrained which are both technical

and functional. All the competencies required to perform a role are clearly

defined in a job description document and so by reading the same one can get a

clear idea of the areas in which employees need to be retrained.

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At Ramco systems retraining needs of employee is identified with the help of a

job description document. Wipro Infotech should develop a retraining strategy in

order to retrain the middle level management employee. Designing development

tools for improving employee’s efficiency and skills on the basis of a retraining

program can be achieved by a well-formatted job description document, which

acts as a reinforcing mechanism.

PROGRAMMES SKILLS�Job rotation

In house and external training programs

Multiple skills

Training skills

Teamsmanship

Leadership


11. CAREER PLANNING

Career planning is a process by which one selects career goals and the paths to these goals. Career management is a process of designing and implementing goals, plans, and strategies to enable the company to satisfy the employee needs while allowing individuals to achieve their goals. Careers often involve three kinds of movements (Dimensions of career changes- Career Cone)

• Vertical Movement –Promotions

• Horizontal Movement –Changes in specific job functions or field

specialties

• Radial Movement / Inner Circle of Management

Accurate job descriptions are essential in developing upward mobility and career

development programs. A study of job descriptions reveals the relationships

among certain jobs and the education, experience, or skills needed to advance

from one job to another.

12. EMPLOYEE EMPOWERMENT

Empowerment is a core concept of the new management model. In the new-generation adaptive organization, delegation is replaced by empowerment, and responsibility by ownership. They belong to people. Job descriptions provide employees with clear idea about the nature of the job thereby empowering employees. The Benefits of Employee Empowerment are as follows.

• The organization: harnesses individual talents to the full. Changes the

managers' mind-set and leaves them with more time to engage in broad-

based thinking, visioning and nurturing.

• The department / team: becomes more enthusiastic, active, and

successful. Facilitates teamwork and harnessing of collective power of

employees.

• Employees: entrusted new responsibilities and are stretched beyond what

they previously thought they could achieve. Releases the individual wisdom,

creativity and energy of employees


D. ENHANCEMENT OF JOB PERFORMANCE USING JOB

DESCRIPTION Today's workplace is enveloped by the fear of downsizing, loss of job security,

overwhelming changes in technology, and the stress of having to do more with

less. Managers must recognize this phenomenon and do their best to counteract

it if their organizations are going to survive.

In order to increase the productivity of employees and enhance job satisfaction

and employee morale it is necessary that employees have a clear idea of what is

expected from them. This is possible by equipping all employees with a job

description. The job description will give an employee clear perspective of the

duties and accountabilities of the job, the competency levels, the reporting

relationship etc. Job description impact job performance in several ways some of

which are mentioned as under:

i. Quality of Supervision and task coordination:

Job description improves supervision and task coordination. When staff members

and supervisors are very familiar with the job description, supervision can be

much more positive, less stressful, and a process of cooperation instead of

dictatorship. All employees will do better and perform well, be more loyal, and

make more positive suggestions and contributions when their reporting relation is

clearly defined.

ii. Quality of work life

Quality of work life is the concept of making work meaningful for employees in an

organization environment where they are motivated to perform better and are

satisfied with their work.

There are several factors, which can contribute to this. They are:

• Organization design

• Job characteristic and task variety

• Autonomy and delegation of authority

• Job design and redesign

• Supportive leadership


iii. Job satisfaction and Job enrichment

Job satisfaction –“affective orientations on the part of individuals towards work

roles, which they are presently occupying” (Vroom, 1967)- is a concept most

used in sociology and psychology. Job satisfaction is influenced by perceived job

attributes. These perceived job attributes reflect an impact of the objective job

attributes, of personality and ability and of the informational clues (co-workers,

supervisors, training sources).

Job enrichment means adding few more motivators to a job to make it more

rewarding. A job is enriched when the nature of the job is more interesting,

challenging and creative and gives jobholder more decision-making, controlling

and planning powers.

A well-documented job description increases job satisfaction and helps enrich a

job as employees have clarity of role expectation and they are able to perform

better.

iv. Employee morale

Morale is a composite state of mind and emotions and effects individuals’

attitude and willingness to work. Raising morale to a high level and maintaining it

there is a continuous process. Giving them interesting work and appreciating

them for a job well done can increase employee morale. Job description clearly

defines the duties and accountabilities and mentions the decision-making and

controlling powers.

v. Better teamwork

Job description clearly mentions the reporting relation in terms of whom to

coordinate with, whom to supervise and report to. All this results in better

teamwork as the employee has clear idea whom to interact in a given situation.

In today’s complex business world where all employees are expected to perform

as a team, job description definitely helps individuals perform their work

effectively.


E. PERSONAL BENEFITS DERIVED FROM A MULTI-UTILITY JOB DESCRIPTION A well-documented job description is the beginning point in defining what is to be

done on a job. It also helps to define the specific performance standards and

expectations for a give role. Their are various personal benefits derived from

wide range of application areas of job descriptions. They are as follows:

i. Positive self-esteem and confidence: Clearly formatted job descriptions provide

through information about what is expected from an employee on a particular job.

Hence, this enhances the confidence levels of the employees to strive and achieve

expected standard of performance. Thereby, developing a positive self-esteem.

ii. Reliability: A detailed job description includes reporting as well as peer

relationship information. Hence individuals become more reliable and

interdependent to achieve greater heights through better teamwork.

iii. Commitment: A well-drafted job description in consensus with the reporting officer

as well as the incumbent himself enhances the commitment of the incumbent. As

the incumbent has a clear idea about his duties and accountabilities he feels more

committed to the job and performs well in the specified job.

iv. Ability to deal with pressure: Employees are well equipped to deal with pressure

especially during crisis period. This is achieved by job descriptions that include

various duties, responsibilities and accountabilities of a particular task or function.

As employees are aware of what is expected out of them and at what standards

they are suppose to operate they are in a better position to deal with pressure and

perform effectively and efficiently in the given task.

v. Adaptability: The changing work environments along with the rapid growth of

technology have created a need for a well-documented Job Description. As the

document clearly defines the roles and responsibilities it helps employees to adapt

themselves well to a given role.

vi. Creative/Innovative: Job description provides a framework within which an

employee is expected to perform. An employee is encouraged to be creative and

innovative to achieve the expected and also to excel standard performance criteria

set for that particular job.


F. Recommended Process for Writing a Job Description

1. Determine the broad responsibilities of the job. Responsibilities are

broader than tasks. For example, analyzing needs is a task, developing

training courses that meet stated needs are responsibilities.

2. Suggest 3 or 4 key tasks that the employee should perform. For example,

a marketing executive of WPC sales is responsible for carrying out

business development activities and increasing profitability, handle

customer negotiation sales bids etc.

3. List the qualifications:

• Skills mastered in advance (be as specific as possible)

• Education level (preferred degree and major, acceptable degree

and major)

• Certifications

• Professional (like a CPA)

• Tools (like mastery of specialized software, such as networking

software)

• Desirable experiences (work experiences rather than years)

4. Describe other characteristics that are preferred in the ideal candidate. For

example, good communication skills, relationship building etc.

5. Draft the job description.

6. Review within the department, the manager, and the Human Resources

Departments.

7. Incorporating the feedback received, revise the job description.

8. Submit the final draft for approval, using the organization's approval

process.


G. MAINTAINING AND UPDATING JOB DESCRIPTIONS

Once job descriptions are completed and reviewed by all appropriate individuals,

a system must be developed to keeping them current. Otherwise, the entire

process, beginning with job analysis may have to be repeated in several years.

Because organizations are dynamic and evolving entities, rarely do all jobs stay

the same for years.

No job can remain static, especially on project work or programmer, and where

conditions are changing. For that reason employee and supervisor along with the

HR should review the job description in an organization at least once a year.

Employees performing the jobs and their managers play a crucial role because,

as those closest to the jobs, they know when changes occur.

Review of the job description gives the supervisor an opportunity to emphasize

on some important elements of the job, remind the staff member perhaps that

some of the tasks are not being done as well or as often as needed. Conversely,

it gives the staff member an opportunity to suggest better ways of doing things

and to point out some tasks that are redundant, unnecessary or negative to the

goals of the organization.

Creation of job descriptions, initial and regular joint review by supervisors and

staff members, regular and frequent modifications to reflect changing realities

and conditions, and signing each updated job description, together make up an

important element of participative management.


To sum-up, it is our belief and conviction that the above said recommendations

(may be read as effective benchmark) can be quite helpful for the Company to

format the job descriptions and to apply the job description document to a variety

of uses in the field of Human Resource Management. Our research analysis calls

for nothing else than a meticulous management of multi utility Job Description

Format.

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DIRECTIONS FOR FURTHER RESEARCH

Our research investigation is confined to Multi Utility Job Description format for

Wipro Infotech, company, Bangalore. Job Description is a ‘bible’ for any

organizations which sets out who has to do, what, when and how. The entire

gamut of ‘role perception ‘ and its diagnosis greatly hinges on Job Description

document. Congruence or otherwise of the prescribed roles can be easily

identified with the help of Job Description Format. It is recognized that Job

description format should be need based and creative and innovative approach is

needed for formatting the job descriptions.

In our view, Job description format is a fertile field for research investigation and

the following areas constitute the “green pastures”:

Benchmarking the job description formats

New innovative approaches to job description formatting

Interface between Job description and Role conflicts

Sectoral (Industry wise) study of job description

Job description and job design/ Redesign (Forward and backward Linkages)


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1A. JOB DESCRIPTION QUESTIONNAIRE

(Job incumbent’s copy)

A) JOB IDENTIFICATION Name: Job Title/ Designation: Supervisor's Title: Supervisor's Name: Division/Business unit Function /Department: Salary grade/ Band

B) PURPOSE/PRIMARY FUNCTION

In a brief statement, describe the basic purpose/objectives of your job. Why does it exist?

C) ORGANIZATIONAL STRUCTURE (REPORTING RELATIONSHIP) Give a narrative of your organizational chart below. Identify the existing relationship and lines of authority among various jobs in your division. Attach a printed chart to the back of this form.


'��1$785(�$1'�6& 23(��

��-RE�DFWLYLWLHV �Think about how you spend your work time. List the regular on-going activities required of your job. Please list these activities in general order of importance. Include only enough detail to identify the task. Note the approximate amount of time required for each task in the right hand column. Note your time estimates as a percentage of total work time. Eg. “Prepares the monthly sales target report- 15%” or “designs new training modules for employees” – 30%)

1.

2.

3. 4.

5.

6.

7.

8.

9.

10.

2. Additional responsibilities: Please list those additional tasks or projects your job is sometimes required to do or have been assigned by Management. Please note the approximate total time required in accomplishing each infrequent task or project. Eg “sorts mails” might be “additional responsibilities” performed by a given admin job title or “collects feedback on the effectiveness of the training” for a HR trainer.

1.

2.

3. 4.

5.

% Of time

% Of time


3. Supervisory Responsibilities: List below the principal duties and accountabilities of each subordinate position that reports directly to you. Where multiple positions of the same generic type are involved, group them together as single position and indicate the number of positions involved in the parenthesis after each title. If you do not supervise employees, skip to the next question. Number Job title Principal duties

1

2.

3.

4.

5.

4. Decision-Making: Describe the authority to your position by indicating decisions you are expected to make and recommendations you are expected to develop. Be specific.

Decisions expected Recommendations expected

1. 1.

2. 2.

3. 3.

4. 4.

5. 5.

6. 6.


5. GUIDANCE/ ASSISTANCE RECEIVED

If applicable, list those positions other than your supervisor that provide you with guidance and direction in doing the job. Also indicate the nature and purpose of that guidance.

6. GUIDANCE/ ASSISTANCE PROVIDED

If applicable, list those positions other than your own subordinates to which you provide guidance and direction. Also indicate the nature and purpose of that guidance.

7. Necessary Knowledge, Skills and Abilities

No. Title Requirements

1 Qualifications

2 Experience

3 Professional and technical competencies

4 Behavioral and managerial competencies

�� /HDUQLQJ�FXUYH �Assuming a new incumbent had the requisite knowledge, skills and abilities, how long would it take for them to handle this job satisfactorily?


��6LPLODU�MREV �If other jobs of the same or similar title exist within the organization describe the things that make your job different. Identify differences in job complexity. Be specific.

10. Working relationship

Identify positions/departments with which you have frequent contact. Please note which contacts are essential and which are not essential. These relations are with respect to Wipro.

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External relationship:

E) DIMENSIONS

1. Number of people supervised

• Directly

• Indirectly


2. Please provide descriptive amounts (Rupees or Numbers) applicable to your job

which best describes its magnitude of effect. You need not provide all the data

requested below – only that which applies directly to your job. State all figures on

an annual basis.

• Revenue/ Sales

• Operating budget

3. Scope of responsibility

Identify the breadth of geographic scope for the roles. Please tick the most appropriate

option.

• Local

• Sub-regional/Territorial

• Regional

• National

• Global

• Any Other

F) COMMENTS

Briefly explain any aspect of your position not covered by the above that you feel is

necessary to fully understand your position.


1B. MULTI-UTILITY JOB DESCRIPTION – QUESTIONNAIRE

EMPLOYEE NAME: JOB TITLE/DESIGNATION: BAND: DIVISION/BUSINESS UNIT: DEPARTMENT/FUNCTION 1. Is job description an essential document?

a. Yes b. No

2. If YES, in what ways does the Job description help you?

a) It clarifies the roles and responsibilities of the job

b) Provides a clear expectation of the scope of the job and Key result areas

c) Provides a clear understanding of the competencies required.

d) Shows where your role fits in the organization structure

e) Specifies relationship among individuals and departments (hierarchal

relationship)

3. Should your organization have a well-formatted job description document?

a. Yes b. No

4. If yes which format would be appropriate?

a) A general-purpose job description

b) A special-purpose job description

c) A comprehensive job description

d) A concise job description


5. Do you think that the need for a precise and unambiguous Job description is

all the more significant in today’s work environment?

a. Yes b. No

If YES, Please specify the contributing factors:

a) The incredible number of organizational restructurings that have occurred

b) The need to implement new and creative ways to motivate, evaluate and

reward employees

c) The accelerated rate at which technology is changing work environments

6. Please state the components of Job description, which you prefer the most?

a) Job title and other identifying information such as the band, reporting

structure and etc.

b) Summary describing the purpose of the job

c) The main duties, responsibilities and accountabilities

d) The social interaction associated with the work (i.e. the size of work group,

amount of dependency in the work)

e) The competencies required both technical and behavioral along with

knowledge and skills required for the job

7. What according to you are the application areas of job description?

K. Organization Structuring L. Job Design M. Recruitment & Selection N. Placement & Orientation O. Compensation P. Training & Development Q. Performance Appraisal R. Job Evaluation S. Career Planning T. Employee Empowerment U. Any Others (please specify) ________________________________

8. In what ways can Job description impact job performance? Please tick the

appropriate factor?

a. Quality of supervision and task coordination

b. Quality of work life (QWL)


c. Job satisfaction/ Job enrichment

d. Employee morale

e. Better teamwork

f. Any others please specify

9. What are the benefits that would help you to grow personally, through a well-

documented job description?

a. Positive self-esteem and confidence

b. Reliability

c. Commitment

d. Ability to deal with pressure

e. Adaptability

f. Creative/ Innovation

g. Others (please specify)

10. Should employees be a part of the process of documenting job description?

a. Yes b. No

If Yes in what ways, employees can be encouraged to participate in the

process?

a) Fill up job description questionnaires

b) Focused group interview

c) Management by objectives (MBO)

d) In-depth interviews

e) Any others please specify

If No, Please give reasons for the same?


SELECT BIBLIOGRAPHY

BOOKS

1. “ Human Resource Management “ by Fischer Schoenfendt & Shaw

McGraw Hill Publications 2001

2. “ Essentials of Human Resource Management “ by P.

Subba Rao, Himalaya Publishing Company –2003

3. “ Human Resource Management “ by John Ivanecevich , McGraw

Hill Publications 2003

4. “ Strategic human Resource Management” by Michael Armstrong,

Kogan Page, New York, 2001

5. “ Strategic human Resource Management” by Jeffery .A..

Mello, Southwestern Publications, USA, 2002

6. “Human Resource and Personnel Management” by K. Aswathappa,

Tata McGraw Hill Publishing Company Ltd, 2002

JOURNALS

1. Human capital

2. Training and Development

3. ICFAI HRM Review

4. Executive Excellence

5. Management Next

WEBSITES SURFED

1. www.google.com

2. www.mamma.com

3. www.hrblr.com

4. www.hrmguide.com

5. www.managementor.com

08/7, 87,/,7

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