Determination of Service Indicators for Service Departments
SUBMITTED TO: SUBMITTED BY: Mr. PUNEET TIWARI MONIKA SRIVASTAVAMANAGER (PERSONNEL) PGDM-HR
Determination of Service Indicators for Service Departments
HINDALCO INDUSTRIES LIMITED
PREFACE:Human Resources play a vital role in shaping a healthy and growing
organization. Without doubt, human resources development has hence
been aptly described as the “soul” of a vibrant and dynamic organization.
The increasing complexity and problems of managing human resources
places heavy demands on ensuring equal emphasis on all the sub-systems
which play a crucial part in ensuring holistic development of the human
resources. Human Resources Management has gained immense
importance in today’s environment of global competition to meet future
challenges in the new millennium. In these days of rapid advancement in
Information Technology and Techno-Commercial aspects of business, it
would be eventually the “Man behind the Machine” who would determine
which way/ direction an organization goes.
Human Resources Development systems have an important task in
achieving the required dynamics to enable any organization to perform at
its peak. The right recruitment and selection to start with, progressive
training and development thereafter, and, a fair performance appraisal
system gives an impetus to professional and proficient management of HR.
There is yet another dimension of HRM which is directly related to, and falls
within the ambit of organizational development that deserves major
attention because the “character & culture” of an organization is formed by
HR of the organization and that will finally decide the future of the
organization.
After said all this, it is imperative to consolidate on the available human
potential and check HR wastages to ensure organizational effectiveness as
it has become a key to sustain excellence and achieve competitive
advantage over others.
This project study is on “DETERMINATION OF SERVICE INDICATORS FOR
SERVICE DEPARTMENTS” thus assumes an even greater relevance in the
existing changing business scenario especially so when there is a
Determination of Service Indicators for Service Departments
paradigm shift in the Organizations’ approach towards Human Resources
Management in outlining specific roles. Without defining HR vision, roles &
objectives, an organization would jeopardize its growth and survival
therefore it is all the more necessary to indigenize the HR sub-systems for
ones own benefit after a close microscopic scrutiny.
It has been my best and sincere effort to collect information from as many
departments and sections as possible in the given time period, to maximize
the viability of the results. Though the time limit was short but I have tried
my level best to do justice. Any errors and omissions that might have
occurred are totally unintentional and unfortunate. I shall always be obliged
to everybody whoever put his/her valuable comments on this report.
INTRODUCTION
ADITYA BIRLA GROUP OVERVIEW
GENESIS: Aditya Birla Group traces its origin back to the tiny village of Pilani in the
Rajasthan desert, where, late Shri Seth Shiv Narayan Birla started cotton-
trading operations in 1857. Then one visionary – the late Shri G.D Birla set
up India’s first integrated aluminium manufacturing unit at Renukoot, in
1962, backed by captive power plant at Renusagar in 1967.
It further evolved under the dynamic leadership of the late Shri Aditya
Vikram Birla – a prominent figure in the Indian industry, under whose
stewardship Hindalco attained its leadership position in aluminium. Today
our Group chairman, Dr. Kumar Manglam Birla has put together the
building blocks to make Indian business a global force.
INTRODUCTION:The Aditya Birla Group is India’s first truly multinational corporation global in
vision, rooted in Indian values, A US $24 billion corporation with a market cap of
US $31.5 billion and in the league of Fortune 500, the Aditya Birla Group is
anchored by an extraordinary force of 100,000 employees, belonging to 25
different nationalities. In India, the Group has been adjudged “The Best Employer
in India and among the top 20 in Asia” by the Hewitt-Economic Times and Wall
Determination of Service Indicators for Service Departments
Street Journal Study 2007. Over 50 per cent of its revenues flow from its
overseas operations.
The group’s products and services, offer distinctive consumer solutions. Its 66
state-of-the-art manufacturing units and sectoral service span throughout the
world.
Entry of Syt. Ghanshyam Das Birla1916 - First taste of industrial management – take over of sick cotton mill
in Delhi.
1918 - First limited company – Birla Brothers Limited.
The real industrial thrust in 1919 with Birla Jute in Calcutta and 1921.
Jiyajeerao Cotton – Gwalior
Birla Jute was established in defiance of Scottish monopoly.
1923 - Purchase of Kesoram Cotton.
1926 - Orient Paper Mills.
1931-33 - Bharat Sugar, Upper Ganges Sugar, New Swadeshi Sugar, New
Delhi Sugar.
By 1947 - Assets wroth Rs. 25 crores in 20 companies.
Thereafter
1954 - Durgapur Iron & Steel
1957 - Gwalior Rayon, Nagda
1962 - Hindalco commencement of production
1966 - Take over of Indian Rayon
ADITYA BIRLA GROUP
A truly multinational Indian Group
The Aditya Birla Group was the first in Indian to venture overseas, by
starting a joint venture in Ethiopia. Thereafter, over the last quarter century,
this group has started 20 very successful and diversified ventures spread
Determination of Service Indicators for Service Departments
through the Asian region. It has been declared by Euro money that this is
the only truly multinational group of India.
At present, the group has more than 50 manufacturing units, producing a diverse
range of products, financial service, trading and computer consultancy. It is also
expanding its activities in the field of telecom, oil refinery, power generation,
copper smelter etc.
Globally the Aditya Birla Group is:
A metals powerhouse, among the world’s most cost-efficient aluminium
and copper producers. Hindalco-Novelis from its fold is a Fortune 500 company. It is the
largest aluminium rolling company. It is one of the three biggest producers of
primary aluminium in Asia, with the largest single location copper smelter.
No.1 in viscose staple fibre
The fourth largest producer of insulators
The fourth largest producer of carbon black
The 11th largest cement producer globally
Among the world’s top 15 BPO companies and among India’s top three
Among the best energy efficient fertilizer plants
In India:
A premier branded garments player
The second largest player in viscose filament yarn
The second largest in the chlor-alkali sector
Among the top five mobile telephony companies
A leading player in life insurance and asset management
Among the top three supermarket chains in the retail business
Rock solid in fundamentals, the Aditya Birla Group nurtures a culture
Determination of Service Indicators for Service Departments
where success does not come in the way of the need to keep learning
afresh, to keep experimenting.
Beyond business – “Reaching Out”
A value based, caring corporate citizen the Aditya Birla Group inherently
believes in the trusteeship concept of management. A part of the group’s
profits is ploughed back in to meaningful welfare driven initiative that make
a qualitative difference to the lives of marginalized people. These activities
are carried out under the aegis of the Aditya Birla Center for community
initiatives and Rural Development spearheaded by Mrs. Rajashree Birla.
Beyond business — the Aditya Birla Group is:
Working in 3,700 villages
Reaching out to seven million people annually through the Aditya Birla Centre
for Community Initiatives and Rural Development, spearheaded by Mrs.
Rajashree Birla
Focusing on: health care, education, sustainable livelihood, infrastructure and
espousing social causes
Running 41 schools and 18 hospitals
Transcending the conventional barriers of business to send out a message
that “We care”.
GROUP PHILOSOPHY
RESTS ON FOUR PILLARS: CUSTOMERIZE
PEOPLE- IZE
STRATEGIZE
INSTITUTIONALIZE
Determination of Service Indicators for Service Departments
GROUP VALUES
OUR VALUES ARE NON NEGOTIABLE, THEY ARE NEVER TO BE
JETTISONED, FOR US OUR VALUES ARE OUR WELLSPRING. THESE ARE:
INTEGRITY
COMMITMENT
PASSION
SEAMLESSNESS
SPEED
GROUP VISSION
“TO BECOME A PREMIUM CONGLOMERATE WITH CLEAR BUSSINESS
FOCUS AT EACH CORPORATE LEVEL”
GROUP MISSION
“TO DELIVER VALUE FOR OUR CUSTOMERS, SHAREHOLDERS,
EMPLOYEES AND SOCIETY AT LARGE”
Aditya Birla Management Corporation Ltd. (ABMCL)
In a strategic move to institutionalize its management process, the Aditya
Birla Group has set up Aditya Birla Management Corporation Limited
(ABMCL) It is headed by Board of Directors with Mr. Kumar Mangalam Birla
as a Chairman.
It is a Group’s apex decision making body and provides strategic direction
to group companies.
The Group has following Achievement to its credit
The world’s no.1 in viscose staple fiber.
The third largest producer of insulator.
The world’s third largest producer of carbon black.
The world’s eighth largest producer of cement and the largest in a single
geography.
Asia’s largest integrated aluminum producer.
Determination of Service Indicators for Service Departments
A globally competitive, fast growing copper producer.
India’s premier branded garments player.
Among India’s most energy efficient private sector fertilizer plants.
India’s second largest producer of viscose filament yarn.
India’s second largest private sector insurance company.
Among the world’s top 15 and India’s top three BPO companies.
The group has also made successful forays into it and IT sector and has a
significant presence in the Financial Sector and telecommunications
sectors in tie-ups with giants like Sun Life insurance (Canada) and At &T
(USA) respectively.
Determination of Service Indicators for Service Departments
HINDALCO INDUSTRY LTD
Hindalco Industries Limited, the metals flagship company of the Aditya
Birla Group, is an industry leader in aluminium and copper. A metals
powerhouse with a consolidated turnover of Rs.600, 128 million (US$ 15
billion), Hindalco is the world’s largest aluminium rolling company and one
of the biggest producers of primary aluminium in Asia. Its copper smelter is
the world’s largest custom smelter at a single location.
Established in 1958, Hindalco commissioned its aluminium facility at
Renukoot in Eastern U.P. in 1962. Later acquisitions and mergers, with
Indal, Birla Copper and the Nifty and Mt.Gordon copper mines in Australia,
strengthened the company’s position in value-added alumina, aluminium
and copper products, with vertical integration through access to captive
copper concentrates.
In 2007, the acquisition of Novelis Inc. a world leader in aluminium rolling
and can recycling marked a significant milestone in the history of the
aluminium industry in India. With Novelis under its fold Hindalco ranks
among the global top five aluminium majors, as an integrated producer with
low cost alumina and aluminium facilities combined with high-end rolling
capabilities and a global footprint in 12 countries outside India. Its
combined turnover of US$ 15 billion, places it in the Fortune 500 league.
Determination of Service Indicators for Service Departments
HINDALCO INDUSTRIES LIMITED
RENUKOOT; SONEBHADRA; U.P.
COMPANY PROFILEHindalco Industries Ltd. is the Flagship Company of Aditya Birla Group.
The Aditya Birla Group is India’s second largest business house with a
turnover of Rs. 280 billion, and Assets are valued at over Rs. 265 billion.
The group has nearly 72000 employees in 18 countries.
Hindalco Industries Limited was incorporated in 1958 and commercial
production commenced in 1962. The Company was set up in technical
collaboration with Kaiser Aluminium & Chemicals Corporation, USA.
Hindalco is today one of India’s premium corporate, contributing
significantly to economic growth, generating employment and setting high
standards in respect of fulfilling of obligations to all stakeholders. The
Company prizes its ‘Human Capital’, and employees have been
reciprocating by turning in a sterling performance for the Company, year
after year. Hindalco has an enviable record of harmonious Industrial
Relations, with not a single man day lost since the past 30 years on
account of industrial strife. Company’s principal products comprise of
Aluminium Ingots, Aluminium Billets, Aluminium Wire Rods, Sheet
Products, Extrusions, Aluminium Foils and Aluminium Alloy Wheels. The
Company’s by products include Gallium Metal, Vanadium Sludge and
Aluminium Dross.
Hindalco Industries Limited, one of the major producer of Aluminium metal and its semis in the country as well as a premier flagship company of A.V. Birla group in the biggest industrial enterprise of Uttar Pradesh. It is a public limited
Determination of Service Indicators for Service Departments
company in the private sector having about 39000 shareholders. It is the largest integrated Aluminium plant in India with all its production facilities viz. Alumina, Aluminium & Fabrication located at Renukoot near Rihand Dam in Sonebhadra (Uttar Pradesh). Hindalco’s power division is situated at Renusagar about 35 km from Renukoot. In September 1959, an industrial license was granted by the Government for setting up an integrated Aluminium plant at Renukoot, with an initial installed capacity of 20000 MT. The construction work was completed with 18 months, a record for a major job of this kind.
The dream of the great visionary Syt. G.D. Birla to locate an Aluminium plant
near Rihand power house came true. The late Prime Minister Pt. Jawaharlal
Nehru, formally inaugurated the plant in January 1963. From the modest
beginning in 1962, Hindalco has now become an industrial giant with capacity to
produce 242000 MT of Aluminium per annum.
Renukoot a fast growing & thriving industrial township, which is now humming
with activities & providing all the basic amenities of modern life to the inhabitants.
From being one of the most backward areas of U.P., it has now carved a place
for itself on the industrial map of India as well as World. Lying in the foothills of
the Vindhya range, Renukoot is about 165 km from Varanasi and 154 km from
Mirzapur.
The expansion programme of plant from the initial capacity of 242000 MT took
place in the stages during the last thirty five years. Apart from catering to the
internal demand of Aluminium in the country, Hindalco is also exporting
Aluminium semis to various countries including U.S.A., Germany, Japan etc.
Renusagar power, a division of Hindalco is the major supplier of power to
Hindalco. The power generating capacity of Renusagar power division has
increased to 575 MW since last year. Now Renusagar is able to meet the full
requirement of Hindalco.
Hindalco is an ISO-9002 company since 1994. Recently in July 1998 it has
also received the certification of ISO-14001 for environment maintenance
system. The company has been able to continuously enhance the quality
and range of the product and provide customer satisfaction.
In 1962 when production started, the company had on its roll about 900
staff and workmen and the present strength of employees is about 14000.
The office and works site is located at Renukoot and there are zonal offices
at Bangalore, Bombay, Delhi and Calcutta.
Determination of Service Indicators for Service Departments
The company is managed by a Board of Director and other Senior Executives.
Management
Syt. Kumar Mangalam Birla - Chairman
Syt. Debu Bhatacharya - Managing Director
Hindalco today
Hindalco ranks as one of the largest Aluminium producer in India and contributes about 35% of the total Aluminium production of the country. The company’s fully integrated Aluminium operations consist of the mining of Bauxite, conversion of Bauxite into Alumina, production of primary aluminium from Alumina by electrolysis and production of properzi redraw rods, rolled products and extrusions.
Capacities Present
Power 575 MW
Alumina 4,50,000 MT p.a.
Aluminium 2,42,000 MT p.a.
Rolled products 80,000 MT p.a.
Extrusions 15,000 MT p.a.
Wire rods 50,000 MT p.a.
Foils 5,000 MT p.a.
Co-generation 37 MW
Joint venture companies of Hindalco
1. Indo-Gulf Fertilisers & Chemical Corporation Limited2. Bihar Caustic & Chemicals Limited3. Tanfac Industries Limited4. Mangalore Refinery & Petrochemicals Limited (MRPL)5. Birla AT & T Communications Limited6. Bina Power Supply Company Limited7. Birla Global Finance Limited (BGFL)8. Birla Capital International AMC Limited (BCIAMC)9. Rajshree Polyfil Limited
Determination of Service Indicators for Service Departments
HINDALCO’S VISION
To strengthen our position as a premium aluminium company, sustaining
domestic leadership and global competitiveness through innovation,
quality and value added growth.
HINDALCO’S MISSION
To relentlessly pursue the creation of superior shareholder value by
exceeding customer expectations profitably, unleashing employee potential
and being a responsible corporate citizen adhering to our values.
.
HINDALCO’S STRATEGY
EFFICIENCY FOCUS: To be one of the lowest cost producers globally.EFFECTIVENESS FOCUS: To continue to remain the market leader
domestically.
GROWTH FOCUS: To purchase value adding growth opportunities in
aluminium.
HUMAN RESOURCE (HR)
Human Resources play a vital role in shaping a healthy and growing
organization. Without doubt, human resources development has hence
been aptly described as the “soul” of a vibrant and dynamic organization.
The increasing complexity and problems of managing human resources
places heavy demands on ensuring equal emphasis on all the sub-systems
which play a crucial part in ensuring holistic development of the human
resources. Human Resources Management has gained immense
importance in today’s environment of global competition to meet future
challenges in the new millennium. In these days of rapid advancement in
Information Technology and Techno-Commercial aspects of business, it
Determination of Service Indicators for Service Departments
would be eventually the “Man behind the Machine” who would determine
which way / direction an organization goes.
Human Resources Development systems have an important task in
achieving the required dynamics to enable any organization to perform at
its peak. The right recruitment and selection to start with, progressive
training and development thereafter, and, a fair performance appraisal
system gives an impetus to professional and proficient management of HR.
There is yet another dimension of HRM which is directly related to, and falls
within the ambit of organizational development that deserves major
attention because the “character & culture” of an organization is formed by
HR of the organization and that will finally decide the future of the
organization.
After said all this, it is imperative to consolidate on the available human
potential and check HR wastages to ensure organizational effectiveness as
it has become a key to sustain excellence and achieve competitive
advantage over others. This project study on “DETEMINATION OF
SERVICE INDICATORS FOR SERVICE DEPARMENTSW” thus
assumes an even greater relevance in the existing changing business
scenario especially so when there is a paradigm shift in the Organizations’
approach towards Human Resources Management in outlining specific
roles. Without defining HR vision, roles & objectives, an organization would
jeopardize its growth and survival therefore it is all the more necessary to
indigenize the HR sub-systems for one’s own benefit after a close
microscopic scrutiny.
.
HINDALCO HR VISION, MISSION & OBJECTIVES
HR VISION
To provide an enabling environment where employee competencies are
nurtured and harnessed towards sustainable business growth and
leadership.
HR MISSION
Determination of Service Indicators for Service Departments
To proactively assess and provide for the HR needs of the business and
customer for the attainment of organizational goals.
HR OBJECTIVES
To collaborate with and support internal customer of HR in achieving business objectives through HR services viz. effective manpower planning , ensuring harmonious industrial relation etc.
To review and redesign the structure of the organisation with the clarity of roles, responsibilities and accountability for overall organizational effectiveness and speeding response to emerging business challenges.
To develop knowledge and skills of the employees and groom leaders with functional and business competencies to meet future demands of the organizational (viz. flexibility and change management).
To benchmark best HR practices in order to enhance human resource effectiveness.
To enhance employee productivity through rationalization of jobs and manpower optimization.
To promote employee involvement in decision-making, team working, creativity and empowerment.
To institutionalize transparency by framing, updating and communicating systems and processes.
To maintain good liaison with government/ external agencies in order to better serve the organizational cause.
To provide a safe and healthy work environment and continuously benchmark and upgrade the standards of safety and hygiene.
To work towards improving the quality of work life of employees and the lives of their families.
HINDALCO INDUSTRIES LIMITED
Organisation Chart of HRD Division
V.P. (HR)
Head, HRDHead
Security & T.A
Head E.RHead- Safety
School ( all principles)
Medical services
Determination of Service Indicators for Service Departments
Services directly or indirectly end to Customer Satisfaction. Satisfaction is
a emotional response to his or her prior experience with and expectations
with the benefits provided by the services of service department of the
organisation. It is believed that satisfaction will influence future. Customers
can experience satisfaction with;
Organisation’s services, overall Specific performance aspects of organisation’s services Organisation’s conduct of transaction (delivery of services, repair visits,
complaint handling, etc...) The kind of relations between employees and the organisation.
Determination of Service Indicators for Service Departments
Services can be explained with the help of a following cycle
:
Following model presents the interrelation between customer satisfaction and
Loyalty interrelates. This model advises that loyalty to be more of an
emotional bond, while satisfaction deals more with functional performance.
SATISFIED
CUSTOMERS
LOWER CUSTOMER CHURN
HIGHER PROFIT MARGIN
LOWER EMPLOYEE TURNOVER
IMPROVEED EMPLOYEE SATISFACTION
Determination of Service Indicators for Service Departments
The management shall review the organisation’s quality management
system, at planned Intervals, to ensure its continuing suitability, adequacy
and effectiveness .this review shall include assessing opportunities for
improvement and the need for changes to the quality policies and quality
objectives.
The input of management reviews shall include information on: Results of audit Customer feedback Process performance Changes that could affect the quality management system Recommendations for improvement
The main objective of the measurement of performance of the Quality
Management System. The organisation shall monitor information relating to
customer perception as to whether on the organisation has met customer
requirements.
Customer Loyalty
Product Satisfaction
Channel Assets
Brand awareness
Emotional BondsPerceived Caring
Brand Image
Accessibility & responsiveness
Trust & Confidence
Perceived Caring
Perceived Knowledge
Determination of Service Indicators for Service Departments
Considering Hindalco industries limited, Renukoot, emphasises on the
benefits of customer satisfaction. The service departments of Hindalco
are :
Recruitment/ Personnel IT Building Maintenance Accounts Town Admin, Security and Camp Office
RESEARCH METHODOLOGY:
SAMPLE: ENTIRE HEADS OF SERVICE DEPARTMENTS
TYPE OF RESEARCH: DESCRIPTIVE RESERCH
Determination of Service Indicators for Service Departments
METHODS: QUESTIONNAIRE AND INTERVIEW METHOD
FINDINGS AND ANALYSIS
RECRUITMENT AND SELECTIONAt the time of vacancy, it is mandatory to inform about the vacancy in the
Employment Exchange.
Determination of Service Indicators for Service Departments
As per the management policy, the company will attempt to fill all
vacancies, except at entry levels, from within Hindalco to the extent
possible. To ensure this, filling up of all vacancies will be done through the
HR Department.
RECRUITMENTThe procedure detailed below is applicable for filling vacancies in all
sanctioned positions of Hindalco. It, however does not deal with campus
recruitment of GETs and MTs which is detailed separately along with
details of the training schemes. Whole process of recruitment generally
takes 90 days but in case of urgent requirement, it must be completed
earlier..
Sources
The following sources shall be used to identify prima facie suitable
candidates for every vacancy:
1. From within i.e. through transfers and promotions of existing employees. 2. Internal databank of applications maintained by HRD.3. Through Poornata (ABG Portal).4. Advertising in national/local press.5. Through an executive selection agency.
FLOWCHART
Determination of Service Indicators for Service Departments
Vacancy released by Department
Head and approved by the Functional
head.
Approved by HR Head, consult the
Personnel section for various
alternatives
HR Department along with the
Department Head fills the position
internally, if possible, on the basis of
Performance Appraisal.
Then inform the Recruitment Section for
releasing the vacancy on Poornata (Portal
of ABG Ltd) for both internal and external
candidates. From releasing vacancy to
forwarding information to recruitment
section it takes 4-5 days.
Then within 15-20 days the vacancy will be
displayed on both intranet (for internal
group) and internet (for External group).
Determination of Service Indicators for Service Departments
After that, the date of Personal Interview is fixed as per
suitability of all short listed candidates and Interview
Board Members. It generally takes 20 days.
The final approval is given by the Unit Head and the
candidate is medically examined, if the candidate is
found to be fit, then the offer letter is issued to the
selected candidate.
Application of all interested candidates, whatever is their
source, shall be screened by HRD using detailed job
description and specification as the basis. A shortlist of
all prima facie suitable candidates who should be called
for interviews should be prepared within 4-5 days
After that a Telephonic round of interview will be
arranged within 7 days as per the suitability of
candidate and concerned Department Head.
Once the candidate accepts the offer letter, the date of
joining is decided with the mutual consent of the
candidate and management. On his arrival the joining
formalities are taken care of.
Determination of Service Indicators for Service Departments
INFORMATION TECHNOLOGY
For ensuring Quality, Service and Information Security, IT Department has
established ITMS based on PDCA model and with the help of integration of
ISO9001:2000 (Quality Management ), BS 15000 (IT Service Management)
and ISO -27001 (Information Security Management). Hindalco IT Department
is World’s 1st integrated implementation of 3rd International IT Standards ,
which is certified by DNV in Dec 2005. Our main objective is to implement
the best practices and continuously improve upon it.
The DR solution setup at Renusagar ensure Business application
availability in case of disaster , which is an on-line true replica of Database
server at Renukoot, results to zero data loss by implementation of State-of-
the-art “Metro Mirror Technology.
Information Security Prerequisites
The deployment and use of information system in the Group are governed
by the Information Security Policy of the Group. Upon joining Aditya Birla
Group, employees are required to sign “Information System Acceptable
Use Agreement” before they can access any of the Group’s Information
System.
Access to Information System
Employees will be granted access to Information System based on
business needs. Users will be assigned a unique identification code (User
ID) and password to enable them to gain access to Information System. The
IT department regularly monitors and audits the usage of Information
System.
IT department generally provide services to the employee in the form of
following:
Setup i.e. Change Calls Bug i.e. Incident Calls Information i.e. Information Calls
For solving the employee’s problem/complaint IT Department has software
called Calls Management System (CMS).
The IT Department has signed two agreements: Service Level Agreement (SLA) Operation Level Agreement (OLA)
Determination of Service Indicators for Service Departments
SERVICE LEVEL AGREEMENT (SLA) - This agreement is signed between IT
Department and other Departments that the complaints will be solved
within the specified period.
OPERATION LEVEL AGREEMENT (SLA) - This agreement is signed
internally among employees of IT Department that the particular complaint
will be solved within specified period.
Determination of Service Indicators for Service Departments
FLOWCHART
Calls registered by the
employees through online
requisition form.
Calls assigned to the
respective task (team),
whether the calls is of
network related, hardware
related etc.
Calls are then solved as per
the Service Level Agreement
(SLA).
Calls end when the
employees again check the
system and their problem are
resolved.
Determination of Service Indicators for Service Departments
BUILDING DEPARTMENT
Building Department looks after Colony Maintenance. It includes more than
8000 quarters. Building department has the following functions:
Construction Routine Maintenance Development
CONSTRUCTION
Construction include jobs like
The job of construction does not exactly deal with the services that are
rendered to the employees.
MAINTENANCE
Accepts the complaint through: Online Telephone Writing
DEVELOPMENT WORKS
Major maintenance problems are considered as Development Works.
Their job is being identified into following categories: Painting Carpentry Fabrication Plumbing Massionary
Determination of Service Indicators for Service Departments
MAINTENANCE
Identification of job:-
Painting
Carpentry
Fabrication
Plumbing
Massionary
Execution
Regular Job
Necessity of occupant
Their rights of being
occupant
Needs approval (extra job)For comfort or quality oflife. It depends on:-NecessityCompany policyBudget
ComplaintsThrough:OnlineWritingTelephone
Determination of Service Indicators for Service Departments
ACCOUNTS DEPARTMENT
Every organization has some objectives and whether these are achieved or
not is also monitored. It is possible when all the transaction evaluated in
terms of money and is recorded in a meaningful manner. The process of
keeping these records is called “Accounting” and the department that does
it is called as “Accounts Department”.
The main task of the accounts department is to advise management on the
financial matters and maintain accounts prescribed under the companies
act. A necessary part of this function is proper accounting of income and
expenses and assets and liabilities. There are many function in the
Accounts department i.e. Accounting, Audit, Taxation, PF, Banking,
Insurance, Fixed Assets, Cash Receipts Payments, Budgeting etc.
The Accounts Department performs their function in the form of service to
the employees in the following manners:
1. Gratuity2. Super Annuation3. Reimbursement of Bills4. Insurance5. Provident Fund6. Ex-Gratia Payment
Determination of Service Indicators for Service Departments
GRATUITY
All confirmed employees of Hindalco automatically become members of the
Gratuity Scheme.
The amount of Gratuity is as per the rules and regulation of Hindalco
employees Gratuity trust will be entitled to only those who have completed
their 5 years of service.
If the employee is transferred within the ABG, the amount payable as per
norms of Birla Management Centre.
Acc. to Gratuity Act,Years
Up to 5 yrs
On the rules of Gratuity -
Nil
5 to 10 years 18 days per year.
10-15 years 21 days per year.
Above 15 years 26 days (i.e.1 month) per year.
Maximum Gratuity is of 600 days i.e. 23 months 2 days. Every year 240 days
of working should be there.
(DAYS WORK+ PAID LEAVE+ PAID CASUAL LEAVE+PAID SICK
LEAVE=240 DAYS)
Rules are same in case of resign. Above rules are applicable for
supervisory cadre employees.
YEARS On the basis
Up to 5 yrs Nil
5-10 yrs 18 days
10-15 yrs 21 days
15& above 30 days.
Determination of Service Indicators for Service Departments
Gratuity payable for management cadre employees:
In case of resign the gratuity will be payable @ 15 days per year.
Forms to be filled by candidates are of following categories:Categories Applied by :
Form I Candidate
Form J Nominee
Form K, form L Legal authorised person
Formula :(No. of days *no of yrs)/26=no. of months and no. of years are calculated.
Salary/26*180days=gratuity
PROCESS
HR DEPARTMENT(RETIREMENT FORM)On issuing a retirement letter the form of Gratuity is attached.
WELFARE DEPARTMENTWhen the employee brings the filled form, Welfare dept sends a requisition for collecting the Personal Folder for checking the complete personal data of employee.
TIME & PAYROLL OFFICEOnce the Employee submits the duly completed Gratuity form the Time and Payroll Office all the cheque of dues are handed over to the concerned employee by respective sections.
Determination of Service Indicators for Service Departments
Hindalco( trustee)Claim form is prepared. And checking of papers.
FUND MANAGERVerification of filled forms and transfers the funds from LIC Varanasi to the Accounts dept (Hindalco).
(trustee)Trust receives cheque from fund manager and make the payment to employees( retire/resign, transfer etc) Payment made to the employee after getting fund from LIC Varanasi.
ACCOUNTS DEPARTMENTAccounting, payments, auditing, minutes, reports, meetings.
Determination of Service Indicators for Service Departments
Super Annuation
SUPER ANNUATION
Super Annuation is also known as Hindalco Super Annuation scheme.It covers all Assistant Managers and above. Super Annuation scheme is the
benefit provided to the employees by the company in four different
beneficial manners which are:
To get the whole amount at the time of retirement, he can withdraw 1/3rd of the amount at any time and the rest is given as pension.
To withdraw 1/3rd of the amount at any time and the rest is given as pension. Newly employees covered under super Annuation, amount to be paid as super
Annuation allowance. Its upto the employee, if he wants to become member of Hindalco super
Annuation scheme instead super Annuation allowance.
These options are provided in accordance with the choices of employees. Monthly pension is decided by the LIC rules on the age basis. The interest rate every year declared by LIC as per fund of Trust.
Determination of Service Indicators for Service Departments
Super Annuation is calculated through the following process:-
Nomination FORM of new employeeTHROUGH
HR
Nomination form is provided by the HR dept within a
day and further filled copy of this form is received by
the HR Deptt. from the employee.
CALCULATION OF CONTRIBUTION/payments and fund transfer to other companies BY ACCOUNTS DEPARTMENT
15% of the basic salary is contributed by the company and it is
calculated within a day. Along with a claim form for payment to
employees.
LIC (VARANASI)
Claim form of employees is forwarded to LIC for final
payments and it takes approx one month from the date of
sending the proposal.
After claims amount received from LIC, payment through
the Accounts Deptt. is made to the employees.
Determination of Service Indicators for Service Departments
Reimbursement of Bills
HR GUIDELINESAs per the company guidelines.
BILLS RECEIVEDBills like Travel, Medical, Transport, Insurance, Telephone and car operating etc are accepted by the Billing Section of the Accounts Department.
CHECKING OF BILLSThen the bills are checked by the billing section within 1-2 days.
APPROVALThen it is approved by trustee within 1-2 days.
PAYMENT MADECheque is issued and payment is made to employee.
Determination of Service Indicators for Service Departments
INSURANCE INSURANCE
Group Personal Insurance
It covers accidental injuries occurs 24 hours all over India. It doesn’t cover
sickness. It is not a compulsory policy, rather a beneficial policy given by
the company to the employees. It is given to both staff and workers.
Staff- Sum insured is the 50 times of the salary Workers- Sum insured is fixed i.e. Rs. 1 lac .
Workmen Compensation Policy
It is a legal compulsory policy. It covers accidental injuries is caused to the
workmen by accident arising out of and in the course of his employment .
Sum insured depends on the worker’s salary and it is only for workers.
Both the policies compensate only the leave period of the employee not the
treatment amount.
Group Personal
Insurance
Workmen
Compensation Policy
Determination of Service Indicators for Service Departments
FLOWCHART
GENERAL PERSONAL INSURANCE
Injury happened to the employee
SAFETY DEPARTMENT
After fitness, employee required to submit the
documents like treatment paper, fitness certificate, X-ray,
salary slip of injured month, claim form and medical
report to the Safety Department.
SAFETY DEPARTMENT
When injury happened employee gives
intimation i.e. date, time and place of the
injury in the written form to the safety
department.
GENERAL INSURANCE SECTION
Safety Department then passes that intimation to
the General Insurance Section of the Accounts
Department within a weak after given by employee.
INSURANCE COMPANY
After the General Insurance Section that intimation is
forwarded to the insurance company for registration within 2-3
days after getting it. Settlement period is 1-3 months between
Hindalco and Insurance Company.
Determination of Service Indicators for Service Departments
GENERAL INSURANCE SECTION
Then Safety Department forwarded these entire
documents to the General Insurance section in the 2-3
days after getting it from the employees. General
Insurance Section calculates the claim of the employee.
INSURANCE COMPANY
General Insurance Section passes these papers to the
Insurance Company within 3-4 days after getting it from
Safety Department. Insurance company then settle the
claim.
SAFETY DEPARTMENT
Receives the list of settled claim. All the amount of claim of
every employee is submitted to the Workmen Compensation
A/C. Cheque is issued in the name of the Hindalco by the
Insurance Company and submitted in the Workmen
Compensation A/c from where employee can withdraw.
Determination of Service Indicators for Service Departments
WORKMEN COMPENSATION POLICY
SAFETY DEPARTMENT
When injury happened worker gives intimation
i.e. date, time and place of the injury in the
written form to the safety department of their
department
Injury happened to the worker
GENERAL INSURANCE SECTION
Safety Department then passes that intimation to
the General Insurance Section of the Accounts
Department within a weak after given by worker.
INSURANCE COMPANY
After the General Insurance Section that intimation is
forwarded to the insurance company for registration within 2-3
days after getting it. Settlement period is 1-3 months between
Hindalco and Insurance Company.
GENERAL INSURANCE SECTION
Then Safety Department forwarded these entire
documents to the General Insurance section in the 2-3
days after getting it from the employees. General
Insurance Section calculates the claim of the worker.
SAFETY DEPARTMENT
After fitness, worker required to submit the documents
like treatment paper, fitness certificate, X-ray, salary slip
of injured month, claim form and medical report to the
Safety Department.
Determination of Service Indicators for Service Departments
Provident Fund
The company has a contributory provident fund scheme covering all
employees. This is administered by a trust named Hindalco Employees
Provident Fund Institution. The contribution of both employees and
employers is 12% of salary and wages of the employees. The P.F institution
of the company has been exempted under the employee’s provident
scheme. Under the said scheme, employees are also covered in the
“pension scheme” in accordance with the employee pension scheme.
Provident Fund has two major functions as the service to the employees:-
INSURANCE COMPANY
General Insurance Section passes these papers to the
Insurance Company within 3-4 days after getting it from
Safety Department. Insurance company then settle the
claim.
SAFETY DEPARTMENT
Receives the list of settled claim. All the amount of claim
of every employee is submitted to the Workmen
Compensation A/C. Cheque is issued in the name of the
Hindalco by the Insurance Company and submitted in the
Workmen Compensation A/c from where worker can
withdraw.
Determination of Service Indicators for Service Departments
Loan Payment Final Settlement
LOAN PAYMENT
There are two types of loans
1. Refundable loan2. Non-Refundable loan
REFUNDABLE LOAN can be taken again after 6 months of completion of
earlier loan. However, trustees have power to deviate and to sanction loan
before the completion of the 6 months. It is paid at the 9.5% interest rate.
NON-REFUNDABLE LOAN can be attained during service and maximum for
36 months’ salary and wages. These loans are generally taken for personal
reasons and can be taken at any time except non-refundable loan where the
eligibility for applying is not less than 5 yrs membership.
LOAN PAYMENT
APPLICATION FOR LOANCandidate applies for loan through application.
CHECKING OF APPLICATION
Application are being checked that whether
previous loan is due or not and it is done twice
in a weak i.e. Wednesday and Saturday
CHECKING OF ACCOUNTS
Then that application will be forwarded to the
accounts department for checking of advances,
loans and dues within a day.
Determination of Service Indicators for Service Departments
SORTING
After getting back it from the Accounts department on
the same day, the first time loan application is sorted
out from the outstanding dues. Then deposit slip is
taken for the outstanding ones and takes the
approval by the trustee. It is done twice in a week i.e.
Wednesday & Saturday.
Then that application along with deposit slip if any, is
given to the dealing person (The person whosoever is
looking for that department) on the same day.
LOAN SANCTION LIST
After all checking has been done, and then the
next day the generation of loan sanction list will
take place. The list contains the details like
employee code, employee name, reason of
loan, amount etc.
APPROVAL
After that the list is being approved by the
Trustee/Secretary on the same day.
BANK ADVICE
Then the list is forwarded to the bank and
advices to credit the account of concerned
employees with the particular amount and
debit the Hindalco Employee Provident Fund
Institute account.
Determination of Service Indicators for Service Departments
FINAL SETTLEMENT
VERIFICATION
Verification of the employee is then done by HRD and Time &
Payroll and is done within a week.
GENERATION & CHECK IN
After verification, Ledger is generated and is checked manually
in an hour.
FINAL SETTLEMENT
Generation of final settlement of voucher and final settlement is
done simultaneously.
PAYMENT
Cheque is generated and payment is made to the employee
on seeing the punch card and witness for identification.
FORM FROM HR
Employee get the form from HR and make checking of filled
form from Time office, and to their parent Department and then
the PF section fills the employee code for the requisition.
DETAILS
After entering emp. code, employee has to fill the details about
date of leaving the organisation and the reason
Determination of Service Indicators for Service Departments
EX-GRATIA
Ex-gratia is provided to the employees in three manners:
Employees getting salary above 10,000 including DA Long service ex-gratia Management consideration
EMPLOYEES GETTING SALARY ABOVE 10,000+DAIn this, whatever may be the salary of the employees, but Rs.3500 as
monthly payment and ex-gratia is calculated on it only i.e. 20% of Rs.3500.
LONG SERVICE EX-GRATIAThose employees whose service period is more than 25 years will get ex-
gratia in the following manner – after every two years, in block half month
salary will be given as ex-gratia payment.
Those employees whose service period is more than 37 years will get ex-
gratia in the following manner- on the last drawn salary including DA whole
amount of salary will be given as ex-gratia.
MANAGEMENT CONSIDERATIONIn case of pre-retirement, management considers a sort of financial help to
the employees. It is approved by VP-HR.
Determination of Service Indicators for Service Departments
TOWN ADMIN, SECURITY AND CAMP OFFICE TOWN ADMIN SECURITY
TOWN ADMIN
The Town Admin Section of HR Department performs following functions for Hindalco employees at Renukoot . These are:-
1. Administration of Town – Social issues, religious functions , ie maintaining town discipline responsible for 9000 employees and their families
2. conservancy3. Temples-religious functions
CONSERVANCYIts role is to maintain high quality of sanitary and hygiene in three
townships,admin colony,plant colony and plant2 colony National Highway
from Hindalco plant to railway station, Rly station.
SECURITY
Temples & religious functions
Transport Gardening Guest House
Intelligence
Conservancy
Determination of Service Indicators for Service Departments
The main role of security is security of plant and 3 townships at Renukoot
besides following functions are also part of the main functions of town
admin and security which are :
1. Transport2. Gardening3. Guest House4. Intelligence
TRANSPORT
Transport section has to perform the following roles: Make arrangement of safe transport to our employees and guests at lowest cost. Operate arrangement of safe and economical School buses for the employee’s
children.
GARDENING
The following are the roles of the Garden section of Town Admin: To protect and maintain the environment of Plant and Colony. Create comfortable work ambiance for the employees. Provide flowers to the employees whenever they need (e.g. marriages).
Determination of Service Indicators for Service Departments
TRANSPORT FLOWCHART
Online Requisition Specify the model, time which depends on requirement of the employees.
OFFICIAL PURPOSE PERSONAL PURPOSE
Compulsory to provide (within an hour, inform the concerned employee)
Depends on availability. (Customer calls for confirmation within 8 hrs.)
Vehicle provided
Determination of Service Indicators for Service Departments
SECURITY
The following flowchart shows the security system for visitors.
Issue Visitors Pass to the visitors, visitor
visits the respective destination and take the
host’s signature on gate pass for
verification.
After visiting the respective destination,
returns to gate and gate pass are being
surrendered after checking it.
After verification, the visitors are allowed to
go out of the premises.
The following security steps are taken for visitor’s entry:Gate passPhotographsBiometric systemsConfirmation with the hostCCTVs
Determination of Service Indicators for Service Departments
CAMP OFFICE
Camp office of HR Department has the following function:1. Allotment of Houses to the employees.2. Allotment of Welfare Centre (for marriages).3. To give the notice to the employees to vacant the house.4. To maintain the furniture in the employee’s houses. 5. Furniture issue indenting.6. Issue of soft furnishing for functions (marriages).
Determination of Service Indicators for Service Departments
FLOWCHART
All employees are
divided into 46 days
Each Department has
seniority defined on the
parameter like, date of
joining, date of grade, date
of birth, date of last
promotion and of previous
promotion.
Employees select a house
On the basis of his
seniority level.
Camp office allots the
desired house.
Availability of houses is
displayed on Oracle system
Allotment process
Determination of Service Indicators for Service Departments
RESULTS:
Determined service indicators for service departments. Prepared questionnaires for service departments.
Determination of Service Indicators for Service Departments
CONCLUSIONIn our project” Determination of Service Indicators for Service Departments”,
We have finalised the service indicators for all the service departments of
Hindalco Industries limited.
Today is the buyers market. In the world of globalisation, by ensuring
merely the customer satisfaction, the organisation can survive but it cannot
flourish and compete with the competitors. For that, it is important to move
from customer satisfaction to customer delight and ultimately to customer
obsession, only then
the organisation can rule the market. There are both external and internal
customers whose attitudes, opinions and behaviour affect the
organisation’s day-to-day success:
External customers- external customers exist outside the organisation.
This type that comes to mind are “end-use” customers, the ones who use
or consume the product or services of the organisation for their own
purposes or production.
Internal customers- employees of the organisation for whom the service
departments provide product, services or servicing.
Stakeholders- are those whose interests are linked with the organisation. It
includes employees, stockholders, community leaders .
If the internal customers are satisfied, then only it is possible to attract and retain
the external customers.
Determination of Service Indicators for Service Departments
Service indicators are basically framed to ensure the satisfaction of internal
customers and developing the culture where the organisation can ensure
the best
Quality of services provided by the service departments to the employees.This will not only give rise to a healthy work culture in the organisation but
will also ensure the increase in productivity.
Some of the advantages of ensuring the quality of service are:
1. This will help in providing the reliable service by the service departments to the employees dependably and accurately.
2. This will inculcate the feeling of responsiveness and willingness to help employees and provide best services to them.
3. This will give assurance to the employees by the service departments in following manners:
Competency: possessing the required skills and knowledge. Courtesy: politeness, respect, consideration, and friendliness with the
employees. Credibility: trustworthiness, believlity, and honesty of the service
departments. Security: freedom from danger, risk and doubt.
4. This will give the knowledge about expectations of the employees to the service departments in:
Accessibility: the manner the service departments approach their customers. Communication skills: keeping employees informed in language they can
understand and listening to their response and questions. Understanding the customers: taking the effort to get to know the employees
and their particular needs.
Determination of Service Indicators for Service Departments
LIMITATIONS:
Based on certain organisation’s restrictions, certain data cannot be revealed to general mass.
Limited time period.
Determination of Service Indicators for Service Departments
ANNEXURE
Determination of Service Indicators for Service Departments
ACCOUNTS
S.No.
Statement YES NOIf No, Comments
1Accounts department is able to provide the gratuity cheque within 20 days of receipt of advice from Time Office.
Accounts department activate the facility of Super Annuation fund after 45days of getting salary details from payroll office?
3My Medical bills get cleared within 15 days of receipt of submitting the bill?
4My Travelling bills get cleared within 15 days of receipt of submitting the bill?
5P.F section is able to do the final settlement of your account within 4 days of getting application?
6The time period of 15 days after intimation of providing Group Personal Insurance is appropriate according to you?
Determination of Service Indicators for Service Departments
7Loan payment happens 7 days of submitting the application by P.F section?
TOWN ADMIN & CAMP OFFICES.NO Statement Comments
1 The colonies are properly cleaned by Conservancy Unit.
YES NO
2 I am aware of the cleaniness schedule of my colony area.
YES NO
3 I am satisfied by the housing allotment procedure.
Strongly agree Agree Neither Disagree Strongly Disagree
4
The parks and garden are maintained properly and the services offered by the Garden unit are satisfactory.
Strongly agree Agree Neither Disagree Strongly Disagree
5
The services provided by the Transport department are satisfactory.
Strongly agree Agree Neither Disagree Strongly Disagree
6
Transport department collects feedback after completion of journey.
YES NO
7 The online requisition of allotment of houses is effective.
YES NO
8 Feedback is obtained by Town Admin on the services provided.
YES NO
9
Camp office provides timely and quality service in employees function(ex:- marriages etc..)
YES NO
10 The allotment of houses if fair and known to to me
Strongly agree Agree Neither Disagree Strongly Disagree
Determination of Service Indicators for Service Departments
PERSONNEL & RECRUITMENT
S.NO Statements YES NO If NO,Comments
1 The process of Recruitment is fair and transparent.
2 Recruitment section supplies the Quality Manpower.
3 Recruitment section supplies the Manpower on time .
4
Dealing with the customers is in discipline manner by the department.
5
Joining formalities is done satisfactorily and timely by the department.
6
Induction program conducted by the department is fruitful.
Determination of Service Indicators for Service Departments
BUILDING & COLONY MAINTENANCE
S.NO Statement Comments
1 Complaint is attented within a day of posting.
YES NO
2 Building department serves quality service of maintenance within a day of posting your complaint.
YES NO
3 Building department is able to resolve the maintenance problem within a day of launching the complaint
Strongly agree Agree Neither Disagree Strongly Disagree
4 Building department is rendered within specified days.
YES NO
5 The services offered by the Building department are satisfactory.
Strongly agree Agree Neither Disagree Strongly Disagree
6 The services offered by the Building department are fast.
Strongly agree Agree Neither Disagree Strongly Disagree
7 The services offered by the Building department isReliable/Quality.
Strongly agree Agree Neither Disagree Strongly Disagree
8 The online complaint process is effective.
YES NO
9 Feedback is obtained by Building Maintenance on the services provided
YES NO
INFORMATION TECHNOLOGY
Determination of Service Indicators for Service Departments
S.NO Statement Comments
1 Calls are attended within a day of posting.
YES NO
2 The online registration of calls is effective.
YES NO
3 Change Calls (Set-Up Calls) are repaired within specified time.
YES NO
4 Incident Calls are resloved on specified time.
YES NO
5 Information are provided as and when required.
YES NO
6 System are developed as requirements and also for improvement.
Strongly agree Agree Neither Disagree Strongly Disagree
7 Department is efficient in maintaining ISO Standards.
Strongly agree Agree Neither Disagree Strongly Disagree
8 Feedback is obtained by IT Department on the services provided.
Strongly agree Agree Neither Disagree Strongly Disagree
SECURITY
Determination of Service Indicators for Service Departments
S.NO Statement Comments
1
Any outside person is allowed to come inside the Plant only after approval of concerned authority.
Strongly agree Agree Neither Disagree Strongly Disagree
2 In case of emergency Security persons responds quickly.
Strongly agree Agree Neither Disagree Strongly Disagree
3 Quality of service provided is good.
Strongly agree Agree Neither Disagree Strongly Disagree
4 General attitude/ behaviour of Security persons are good.
Strongly agree Agree Neither Disagree Strongly Disagree