aarti bhajan

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RESEARCH REPORT

ON

IMPACT OF OUTSOURCING HR ACTIVITIES ON

PRODUCTIVITY OF AN ORGANISATION

UNDER THE GUIDANCE OF

FACULTY GUIDE NAME:

Prof.Vivek Chaudhari

SUBMITED IN PARTIAL FULFILLMENT FOR THE AWARD OF

MASTERS DEGREE IN BUSINESS ADMINISTRATION

FROM U.P.TECHNICAL UNIVERSITY

BYArti Chauhan

M.B.A [0812470019]

Institute of Co-operative and Corporate Management, Research &Training,

Lucknow

www.iccmrt.ac.in
http://www.iccmrt.ac.in/http://www.iccmrt.ac.in/


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Acknowledgement

I take this opportunity to offer my indebtedness to all those whose sincere

cooperation and valuable guidance was there during my work in assigned area

and preparation of this report.

My sincere gratitude is also to Prof. R.K.Sharma of ICCMRT, Lucknow for his

support, guidance and resources without which this task was not easy to

accomplish in research report.

Last but not the least I express my sincere thanks to my parents for their

constant support and suggestions to accomplish my goals. I thank God for his

love and grace that enabled me to complete the project.

(Arti Chauhan)


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CONTENTS

PREFACE . 4

EXECUTIVE SUMMARY 5-11

About the topic

Objective of research

Impact on company

Introduction ... 12-17

What is outsourcing Activities to outsourced

Why outsource?

Overview 18-24

Payroll

Training

Risk

Definitions .. 27-29

Outsourcing success story .. 33-39

Strategic outsourcing .. 46-53

Research Methodology ... 54-61

Research Analysis ...... 62-82

Findings 83

Recommendation ....... 84-85

Bibliography . 86

Questionnaire . 87-88


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PREFACE

The project prepared gave me an opportunity of learning at Mahindra &

Mahindra Lucknow .

I learned and discussed important points that are related to my report. I

learned and study on different activities of P&A like payroll, training and

development, recruitment and selection.

The purpose of this report is to provide an accessible account of the key

issues currently confirming the industries. The report looks at a couple of the

basic function of personnel department and the perception of worker and

management regarding outsourcing of HR activities.

This report contains the pros and cons of outsourcing HR activities on an

enterprise.

At last ,I hope this Project Report will be very helpful to those reader who

are interested in the topic of outsourcing of HR activities.


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ExecutiveSummary


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About the topic

Outsourcing is subcontracting a process, such as product design or

manufacturing, to a third-party company. The decision to outsource is often made

in the interest of lowering firm or making better use of time and energy costs,

redirecting or conserving energy directed at the competencies of a particular

business, or to make more efficient use of land, labor, capital, (information)

technology and resources

Types of Outsourcing

Business Process Outsourcing

Information Technology - 28%

Human Resources 16%

Sales & Marketing 15%

Finance 11%

Administrative 9%

Least Commonly Outsourced Functions

Performance Management 3%

Strategic Business Planning 4%

Policy Development/Implementation 4%

Employee Communication Plans 10%
http://en.wikipedia.org/wiki/Subcontractinghttp://en.wikipedia.org/wiki/Manufacturinghttp://en.wikipedia.org/wiki/Third-partyhttp://en.wikipedia.org/wiki/Costshttp://en.wikipedia.org/wiki/Core_competencehttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Efficienthttp://en.wikipedia.org/wiki/Labour_(economics)http://en.wikipedia.org/wiki/Capital_(economics)http://en.wikipedia.org/wiki/Technologyhttp://en.wikipedia.org/wiki/Resource_(economics)http://en.wikipedia.org/wiki/Subcontractinghttp://en.wikipedia.org/wiki/Manufacturinghttp://en.wikipedia.org/wiki/Third-partyhttp://en.wikipedia.org/wiki/Costshttp://en.wikipedia.org/wiki/Core_competencehttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Efficienthttp://en.wikipedia.org/wiki/Labour_(economics)http://en.wikipedia.org/wiki/Capital_(economics)http://en.wikipedia.org/wiki/Technologyhttp://en.wikipedia.org/wiki/Resource_(economics)


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The objectives of study are:

To realize economies of scale and achieve standardization of services.

To define the concept of outsourcing.

To describe the various procedure followed by Mahindra & Mahindra.

To assess the views of the worker and management in context of these

scheme.

Why Outsource?

Allow HR to focus on core competencies

Creates strategic opportunities for HR professionals

Improve quality, efficiency, and effectiveness

Relief from administrative burdens

Reduce operating costs

Impact on Companies

Employee reactions

HR executives taking part in operational and strategic decisions

Elimination of bureaucracy

Customer service improvements


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Growth of self-service platform

Slimming down staff

Cost savings

Findings

1. Cost-benefit advantage - lower cost of outsourcing viz-a-viz

outsourced content/processes

2. Confidentiality of processes - away from in-house leaks

3. Greater objectivity/credibility gain amongst employees

4. Confidence of top management on external professionalism and

proven expertise

Recommendations Clients must be clear about what it is sensible to outsource or not, to

meet their business needs. This responsibility should not be shared with HRO

providers, although consultants' advice may be useful where clients are

unsure what to do.

Outsourcing deals are typically constructed to last many yearsthe

client must think through the implications in the event of significant changes in

strategy, structure and operating environment. Clients must achieve real understanding of where and how HRO will

improve business performance, and when these performance gains may occur

over the lifetime of a contract.


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INTRODUCTION


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INTRODUCTION

What is Outsourcing?

The performance by outside parties, on a recurring basis, of tasks that would

otherwise be performed in-house.

Outsourcing is subcontracting a process, such as product design or

manufacturing, to a third-party company. The decision to outsource is often made

in the interest of lowering firm or making better use of time and energy costs,

redirecting or conserving energy directed at the competencies of a particular

business, or to make more efficient use of land, labor, capital, (information)

technology and resources

Human Resource Outsourcing

One very important trend in the recent times has been the growth of human

resource outsourcing. HR outsourcing is the outsourcing of peripheral but

necessary administrative tasks such as payroll, benefits, education/training,
http://en.wikipedia.org/wiki/Subcontractinghttp://en.wikipedia.org/wiki/Manufacturinghttp://en.wikipedia.org/wiki/Third-partyhttp://en.wikipedia.org/wiki/Costshttp://en.wikipedia.org/wiki/Core_competencehttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Efficienthttp://en.wikipedia.org/wiki/Labour_(economics)http://en.wikipedia.org/wiki/Capital_(economics)http://en.wikipedia.org/wiki/Technologyhttp://en.wikipedia.org/wiki/Resource_(economics)http://en.wikipedia.org/wiki/Subcontractinghttp://en.wikipedia.org/wiki/Manufacturinghttp://en.wikipedia.org/wiki/Third-partyhttp://en.wikipedia.org/wiki/Costshttp://en.wikipedia.org/wiki/Core_competencehttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Efficienthttp://en.wikipedia.org/wiki/Labour_(economics)http://en.wikipedia.org/wiki/Capital_(economics)http://en.wikipedia.org/wiki/Technologyhttp://en.wikipedia.org/wiki/Resource_(economics)


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recruiting personnel, administration, to realize economies of scale and achieve

standardization of services.

Rapidly changing market dynamics and global competitive pressures have

caused organizations to spend more time focusing on their core business.

Organizations are fast realizing that they can't be all things to all people. So

companies now, be it a software company, a service provider or a manufacturing

firm, decide what they are good at and outsource everything else, i.e., focus on

their core competency, and let someone else do the rest in a more efficient and

cost-effective manner.

As a result, human resources outsourcing is becoming increasingly prevalent.

The number of companies outsourcing HR activities continues to rise, and the

scope of outsourced HR activities continues to expand. HR outsourcing can

happen in HR functions, like payroll administration (producing checks, handling

taxes, dealing with sick-time and vacations), employee benefits (Health, Medical,

Life insurance, Cafeteria, etc), human resource management (hiring and firing,

background interviews, exit interviews and wage reviews), risk management, etc.

Outsourcing has become a common response to manage people and technology

resources strategically, enhance services, and manage costs more effectively.

Outsourcing noncore activities allows HR professionals to move away from

routine administration to a more strategic role. The organization can focus on

higher value-added activities while the outsourcing provider takes care of the

day-to-day administration. Critical internal resources, such as technology and


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talent, can be devoted to company's core business. Outsourcing reduces the

need for large capital expenditures in noncore functions. Thus, outsourcing

becomes a strategy for reducing the capital intensity of the business. This

strategy has gained popularity as companies aim to become more nimble and

gain the speed and flexibility necessary to compete in today's business

environment. A growing number of executives understand the benefits it can

bring in terms of not only cost savings, but also heightened strategic focus. Many

recognize outsourcing relationships as long-term partnerships created to further

the strategic goals of the organization

The HR outsourcing business opportunity is large and India is likely to garner a

larger and larger piece of this pie in the future. India, with its intrinsic advantages

such as low cost, ready pool of English speaking manpower and geographic

positioning, is emerging as a viable destination for HR outsourcing companies to

set up their businesses.

But still here people are not very clear about what exactly is manpower

outsourcing all about, and issues like quality and trust needs to be addressed

properly. Experts say the basic reasons hampering the growth of HR outsourcing

in India are confidentiality and cost factors. Moreover, the fear of losing jobs,

losing control over confidential data, ethics and quality of outsourcing vendors,

security breaches and overall confidence in the vendors deters many

organizations. The biggest problem - and this is why the HR outsourcing industry

in India is on the back foot - is the government and the industry's failure to tackle


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issues like data security and data privacy. This is where Indian HR outsourcing

companies face a major handicap. The Indian government is still grappling with

drafting a data protection law designed to quell growing privacy concerns from

their offshore clients.

However, the future seems to be very promising. It's set to become a $ 51 billion

market worldwide in 2005, representing 39 per cent of the total business process

outsourcing revenue. Estimates show that the latent size of HR outsourcing in

India is about $ 2 billion with a current market of $ 27 million and it is growing at

an alarming rate of about 50 per cent. India has immense potential as more than

80% of fortune 1,000 companies are discussing HR outsourcing as a way to cut

costs and increase productivity.

Right now, India is barely skimming the surface of the HR outsourcing market

potential. Indian life Hewitt (ILH), FIDELITY, EXULT and MAFOI are some of the

prominent HR outsourcing services providers in India and the clients include

giants of manufacturing, software and service industries like GE Capital, Ford

Motors, Hyundai Motors, Satyam Group, Infosys, Enron, Haldia Petrochemicals

and HSBC, to name a few, but many more needs to be added to that list.

HR outsourcing has a huge potential for employment also. Nasscom numbers

are a million software jobs by 2005; HRO would be about a 25 per cent of that.

Experts believe that in present times HR outsourcing is undergoing a transition

phase, it would still be sometime before we see increased levels of HR activities


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being outsourced to India as lack of domain knowledge and quality are some of

the critical issues.

ACTIVITIES TO BE OUTSOURCED

Payroll

Benefits

Recruiting, Staffing, & Search

Training

HRIS & Web-based services

: How many of you outsource all of your HR function?

: What led to the decision to consider outsourcing?

Why Outsource?

: Allow HR to focus on core competencies

: Creates strategic opportunities for HR professionals

: Improve quality, efficiency, and effectiveness

: Relief from administrative burdens

: Reduce operating costs

Other Benefits to HRO

: Access to outside HR expertise

: Greater diversity of HR services

: Leverage vendor investments in technology rarely available to HR organization

: Limit fiduciary, audit, and litigation risks and liabilities


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: Upgrade level of customer service

: Ease time pressure demands :Better, faster, cheaper

OVERVIEW


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Payroll

The term 'payroll' encompasses every employee of a company who receives a

regular wage or other compensation. Some employees may be paid a steady

salary while others are paid for hours worked or the number of items produced. A

payroll specialist calculates all of these different payment methods and the

appropriate paychecks are issued. Companies often use objective measuring

tools such as timecards or timesheets completed by supervisors to determine the

total amount of payroll due each pay period.

Setting up an effective payroll system is not especially difficult for trained

accountants, but it can be very time consuming. Some smaller businesses rely

on user-friendly computer software to set up a simple payroll system complete

with check printers and file storage. Larger companies may assign trained

accountants to handle payroll issues as part of their overall duties. But many

businesses without the means to maintain their own payroll systems choose to

farm out this task to outside specialists.


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HR Consultation services

Personnel Policies

Records Retention Consultation

Compensation/Benefits Analysis and Planning

Employee Training and Orientations

Succession Planning

Strategic Planning

Wage and Hour consultation

FMLA/OFLA Consultation

Employee Relations Consultation

Team Building and Issue Resolution Facilitation
http://hrservices.itmatchonline.com/hrconsultation_services.phphttp://hrservices.itmatchonline.com/hrconsultation_services.php


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TRAINING

FEATURES

Increases knowledge and skills for doing a job.

Bridges the gap between job neegs and employee skills / knowledge

and behavior.

Job-oriented process, vocational in nature.

Short-term activity, desinged essentially for operative.

IMPORTANCE OF EMPLOYEE TRAINING

REDUCTION IN COST OF PRODUCTION: Efficient workers do their works

in the best possible manner. they make the maximum utilization of materials

and machines. thus, the cost of production is reduced.

MAXIMUM UTILIZATION OF MATERIALS AND MACHINES: Training

teaches the employees of the enterprise the method of doing their job in the

best possible manner.


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MINIMUM POSSIBILITY OF ACCIDENT: Trained worker know the methods

of doing their jobs in the required manner. the know-how to use the

machines in the best possible manner. it reduces the possibility of accidents

to the minimum.

STABILITY IN ORGANIZATION: Training brings stability in organization,

because it reduces the rate of absenteeism and labor turnover. it enables the

worker to do their works in the absence of any supervision.

HIGH MORALE: As the trained workers are capable in doing their jobs in

most suitable manner and can understand the procedures and methods easily,

it increases their morale. it gives them satisfaction in their work.

IMPROVEMENT IN THE QUALITY AND QUANTITY OF PRODUCTION:

Training increase the efficiency of employee which increases the quantity of

production and improves its quality.

MINIMUM NEED OF SUPERVISION: A trained worker can do his work

himself efficiently. thus, the training reduces the need of supervision to

minimum.


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HELPFUL TO MANAGERS: As there is minimum need of supervision, it

helps the managers of the enterprise to concentrate upon the important

problems of enterprise. they have not to waste their valuable time on

supervising the workes.

Risks

: Over promise and under deliver

: Nonperformance of key function

: Cost

: Loss of institutional knowledge

: Difficulty managing vendor relationship

: Change in providers business or financial stability

: Lack of fit with company culture

: Organizational resistance or unreadiness

Considerations

: Core Competency?

: Best in Class?


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1. What is your vision for your HRM business?

2. What metrics will measure progress toward vision?

3. What business outcomes are needed from the HRM aspects of the

business?

Outsourcing Myths

: Outsourcing is just a fad

: Outsourcing can be kept secret from employees

: Outsourcing is only for the largest companies

: Messes must be fixed before outsourcing

: Outsourcing is for everyone

Trends in HR Outsourcing Market

: Specialization

: Globalization

: Standardization

: Regionalization

: Consortia Buying

: Mid-market Mania


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: Utility Model Evolution

: Consolidation and Partnering

The Future of HRO

1. Growth-Maturation of HRO market

2. Increasing weight of non-cost drivers

3. Commodization of HR functions

4. New roles for internal HR departments

5. New career opportunities for HR professionals

6. Expansion of small/mid-sized HRO markets

7. Demographic changes

8. Improved HRO metrics

9. Reshaping of industry

Impact on Companies

: Employee reactions

: HR executives taking part in operational and strategic decisions


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: Elimination of bureaucracy

: Customer service improvements

: Growth of self-service platform

: Slimming down staff

: Cost savings

: Model will serve to guide other organizational functions (IT, accounting)

Impact on HR Profession

: Internal HR at significant disadvantage in cost per transaction

: Loss of control of key processes

: Enhanced credibility

: Strategic focus

: Decentralized structure

: Internal politics HR as business partner

: Move to customer service culture

: Management and Organizational Development big picture view

: New roles consultant and HR strategist

: Develop competencies to remain valuable

: HR is exposed and more visible as organizational function


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: HR is far more measurable

: Align HR strategy with corporate goals

Definitions

OUTSOURCING

The transfer of the provision of services previously performed by in-house

personnel to an external organization, usually under a contract with agreed

standards, costs, and conditions. Areas traditionally outsourced include legal

services, transport, catering, and security. An increasing variety of activities,

including IT services, training, and public relations are now being

outsourced. Outsourcing, or contracting out, is often introduced with the

goal of increasing efficiency and reducing costs, or to enable the

organization to develop greater flexibility or to concentrate on core business

activities. The term subcontracting is sometimes used to refer to outsourcing.

PRODUCTIVITY

Maintaining a high productivity is the life of a successful business all around

the world. No matter how much money you invest in your business without


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productivity implementation strategies your business would not progress and

would eventually collapse.

Productivity in an industrial context is output of an aspect of

production per unit of input.

It is a method used to measure the quantity of output of worker, machine, or

an entire national economy in the making of good, services, or commodities

to produce income.

When referring to productivity there are several concepts that we need to

know:

1. Economics productivity

The amount of output created to produce per unit input used.

2. Linguistics productivity

It is the degree to which a grammatical process can be completed to new

cases.

3. Corporate finance productivity

This is refers to the current year's sales to expense


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BENEFITS OF PRODUCTIVITY

In improving the productivity of a company, the business will gain many

benefits. These can include:

1. Increase in income/profitability.

2. Lowering running costs/operational costs.

3. Maximizing the use of all of the companys resources such as land,

equipments/machineries, factory, workers, and etc.

4. Gaining a greater share of the market.

More cash flows mean more opportunity for the company to expand

and grow.

Other Definitions

In-sourcing

Off-shoring

Co-sourcing

Geo-sourcing

Outplacement


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WHY THE OUTSOURCING RUSH?

What are the reasons for the growth in HR outsourcing? How do companies

gain by outsourcing their HR activities? HR outsourcing is considered a

viable option, if a company lacks internal expertise and confidentiality and

requires unbiased opinion on human resources. Outsourcing is also gaining

importance as most companies do not have the time or the expertise to deal

with situations.

Outsourcing has become popular because companies are finding that

external vendors-through technology and economies of scale-can provide

more efficient and cost-effective HR services than in-house departments.

The best example of a firm that has reaped early benefits from outsourcing is

BP. In 1999, it outsourced its activities to Exult in the USA and UK for

services like payroll, recruiting, expatriation, records management, vendor

management and relocation services for 63, 000 employees.

The only function that remained in-house was BPs learning and

development program in the United States. Over the last two years, the

company has reaped many benefits from this arrangement. Payroll

processing became more timely and accurate. Employees got their benefits


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questions answered sooner. HR processes have been standardized across the

company. And for the first time, BP has measurable data on which HR

activities are effective.

As a result, its core HR staff has been slashed by 65 percent-from 100 to 35

people. Such success stories have propelled companies like Sony, AT&T

and American Express to outsource HR activities. One of the main reasons

for HR outsourcing that most companies quote is that such outsourcing helps

them to get rid of routine transactional HR work. Some of the companies

which have gone ahead with even manpower hiring outsourcing practices

are Cisco, GE, Honeywell, Sun.


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BENEFITS OF OUTSOURCING

When a number of companies are outsourcing their HR activities, there must

be certain benefits associated with it. The major advantage is the cost and

the time factor. According to India Life Hewitt, Vice-President, Leo

Fernandes, For large organizations to service their mammoth payroll by

themselves is a huge drain on their resources. Outsourcing this one activity

alone is huge direct cost saving for large legacy companies which could be

in the range of 20 to 40 per cent."

The major benefits of HR outsourcing are as follows:

Fosters Innovation

Increased speed to market

Improved quality

Focus on core competence

Cost reduction

Reduced administrative costs

Improved customer service

Insufficient staff

Conserve Capital


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HR Outsourcing Success -tips to avoid the pitfalls

Outsourcing is a hot topic on many HR Director's 'To Do' lists, but it has

been slower to take off than Finance or IT Outsourcing. So what are the key

differentiators that drive outsourcing as a preferred option for HR and

warrant extra attention during the outsourcing process?

Firstly HR processes tend to have fuzzy boundaries. Ask 10 HR Directors to

define what tasks fall into payroll and which into the HR admin department

and you will get 10 different answers.

There is a tendency for customised offerings, designed to meet a client's

specific policies, procedures and priorities for HR. There is no 'one size fits

all' where HR is concerned.

Thirdly HR has multiple inputs and outputs. Data passes between HR and

authorities, employees, managers, the finance department, the production

department, trade unions, debtors, former employers and many other parties.

Finally HR is subject to frequent and stringent legal changes. Non-

compliance can result in considerable fines and can also lead to onerous

audits elsewhere in the company.


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So HR outsourcing is not so straightforward.but these simple tips can help to

ensure success when outsourcing HR services.

1. Clarify the unspoken truths

Some HRO providers have a strong 'can-do' attitude, but given the

fragmented nature of HR, their experience may be lacking in substance. A

supplier may deliver vaguely similar services to those you wish to transition.

They may deliver the same services but on a much smaller scale. You don't

want to become their guinea pig. They may offer 'comprehensive services',

but this may not mean that everything is included.

Be sure to understand the supplier's background and experience. Is their

experience mostly in systems implementation, process improvement or

actual service delivery? Ask whether the supplier has actually transitioned

certain services or simply 'bought them in'. Visit the service which will

actually deliver your services. In reality these may consist of 20 people who

have never transitioned or delivered HR services like yours, and may be

different from the 'showcase centre'.

Finally understand the supplier's approach to automation. A sad fact of HR

processes is that not all can be automated, but suppliers may charge extra for

manual processes. Build a detailed list of scenarios and ask how each would

be handled, and most importantly charged for.


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2. Don't change all of your processes and systems at once

It is very tempting to implement a single system for your entire HR

department and outsource everything at once. Because HR systems are

extremely interdependent, project slippage in one system can lead to manual

work, additional programming and training in interim systems. Outsourcing

brings disruption and risk in the early days, adding multiple processes and

projects increases this risk considerably.

Consider instead outsourcing some processes as-is, or having a staggered

implementation. This will require additional work to establish new interfaces

and hand-offs, but this investigation is valuable in ensuring the systems and

processes are fully understood, and will increase the quality of your

outsourcing in the long term.

3. HR people don't like project plans - build a diverse project team

Stereotypical? Yes. Realistic? Indeed! It is no secret that HR people are less

comfortable with rules, structure and excel sheets than their Finance and IT

counterparts. An outsourcing project involves multiple workstreams

covering technical, process and change management areas. It needs a lot of

structure and rigour, as well as strong empathy and a sense of humour.


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Choosing team members for there preference for order and structure, or their

interpersonal skills, as well as their experience, can help the whole team to

function better, consider a broader range of issues and progress at the right

pace. A strong project kick-off programme will help team members to

understand, respect and leverage each other's views, skills and preferences.

5. A little outsourcing experience is a dangerous thing - build a diverse

project team

A team member with a little outsourcing experience may use this as a

reference point for a much bigger European deal. This 'blinkered' view

risks the team missing key points specific to European outsourcing such

as the extent of diversity in HR law and practice between countries, the

complexity of legal changes and statutory reporting in certain countries

and the role of Works Councils.

The answer is to build a team including people with broad experience of

outsourcing, and also those with no experience, but with the skill to

question the decisions the team is making.


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6. Be aligned on what 'partnership' means

HR Outsourcing deals tend to last for at least 5 years, so it is critical to

have a strong relationship with your outsourcing provider. 'Partnership' is

a commonly used term, but should not mean 'best friends with'. A strong,

long term relationship should be built around a strong contract which

meets the needs of both parties. It can be very tempting to always defer to

the wishes of the supplier in the desire to build a 'partnership', but this is

detrimental in the long term.

Be sure the project team are clear on the rules of engagement with the

supplier. Explain that partnership means building a mutually beneficial

business relationship. That it is ok to give in on some things but be sure

not to give in on others. Build a list of what you are prepared to give way

on and what not. And be sure to track your starting position - what you

ask for when first selecting a supplier and any negotiated points

throughout selection and contracting. This will help you to have an

unbiased view of how balanced your partnership is.


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6. Negotiation - give your team strength

Negotiating is tough at the best of times and HRO contracts are complex and

specific. Your team may have been brought together for its HR experience,

not its negotiating skills. This makes for a stressful time. One HR manager

recently agreed many things in the supplier's interest, simply because they

lacked basic negotiating skills and had formed a 'kinship' with the supplier.

Ensure all members of the negotiating team have negotiating training.

Ensure that the team has strong roles and responsibilities - who can make

agreements and concessions, who can take detailed notes, who can call time-

out on a discussion. Set clear ground rules - no side discussions or offline

discussions, a democratic process for making decisions, a defined process

for changing an agreement once made.

7. Knowledge transfer - HRO takes time!

HR processes are typically dependent on a number of different inputs and

factors. Processes and procedures vary considerably from one company to

the next. It is much harder to write 'rules' and build a knowledge base for HR

transactions than for other functions. HRO providers with a systems


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background may underestimate the importance of detailed knowledge

capture, stating 'we'lldo the processes our way; we don't need to understand

how you do them'. This increases the risk that important steps are missed,

which can impact not only the success of the outsourcing, but also employee

morale and even the reputation of your company.

Be sure to allow sufficient time for Knowledge Transfer and ask your

supplier detailed questions about their Knowledge Transfer process. Your

contract terms should ensure that failure to adequately capture and transfer

knowledge will have financial implications for the supplier. Most

importantly, work together, so that your employees understand and support

the knowledge transfer process.

8. Implementation - establish clear ownership of the local organisation

Each country should be responsible and accountable for the successful

implementation of the outsourcing project. Local HR organisations

understand better the intricacies of their countries, and can better mitigate

the specific local risks. If local leadership do not feel ownership for the

project there will be much more resistance at grass roots level.


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This means involving key country leaders in the project in the early stages,

including the supplier selection. Establish clear lines of responsibility

between the central and local teams. The central team may own the contract

negotiations, while the local team may own the success of the knowledge

transfer process.

HR Outsourcing is a key enabler for HR departments to fulfil their vision

and meet their commitments to the broader company. Ask lots of questions

of your potential suppliers around their experience, skills, and knowledge

transfer methodologies. Beware of crossing the line between successful

partnership and 'best friends'. Be realistic about the scope to be outsourced,

and place high importance on a strong knowledge transfer process. Finally,

build a diverse and balanced project team, with clear operating principles

and be sure to involve the local organisation early on in the project. It isn't

simple, but with good planning and a strong implementation team HR

Outsourcing can bring enormous benefits.


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THE INDIAN SCENARIO

Indian companies are also not lagging behind in outsourcing their HR

activities. LG Soft India has outsourced its PF management, Escosoft has

outsourced payroll processing, execution of training programmes and survey

conduction. Depending on their need, outsourcing can be transactional or

HR Consulting. In India transactional outsourcing is more prevalent .

In the value chain, it falls at the lower-end compared to HR consultancy,

although it happens to be an essential function. According to Harish Chopra,

whose firm Harish Chopra & Associates has garnered a large chunk of

financial sector HRO over the years: An investment bank would prefer to

recruit investment bankers rather than HR specialists. And given their

minimum salaries and establishment costs, HR administration would cost

them twice as much 4.

The HR outsourcing fever has not only spread to large companies but many

small and medium sized companies are also welcoming this trend. Salary

and Benefits Processing, Benefits Administration, and Compensation

Benchmarking & Design are the most frequently outsourced HR activities in

India. According to a study conducted by the Institute of Management

Accountants (IMA) in mid 1990s, mid-sized companies spent more on the


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routine transactional work in finance and accounting services than large

companies and maintain 79 percent more headcount.

This kind of cost is felt even more in the routing HR work. According to the

survey more that 87 percent of the funds mid-sized companies budget for

finance and HR go towards routine processing transactions, rather than

policy making strategies and analysis that could move their business

forward. This is clearly counterproductive for organizations set on high

productive model

INDIA AS AN HR OUTSOURCING DESTINATION

India is emerging as a major player in HR outsourcing. Though there are

hardly five to six names in this market, they are trying to make a mark for

themselves and tap the potential of providing HR outsourcing services.

Companies like Mahindra and mahindra are expanding their horizons by

extending their services to the indian region. However, overseas HR

servicing companies are beginning to view the Indian market as a viable

investment destination, where they can set up their operations and cater to

the rest of the international market. The $450-million Exult Inc. started a 70-

people outfit in Mumbai. From the tactical and straightforward handling of


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payroll and benefits, HR services providers are moving into the strategic

world of BPO. HR-enablers are helping HR managers free themselves from

the routine jobs and work towards taking employee services to a higher

level.

India, with its intrinsic advantages such as low cost, ready pool of English

speaking manpower and geographic positioning is emerging as a viable

destination for HR outsourcing companies to set up their businesses. The HR

outsourcing business opportunity is large and India is likely to emerge as a

major player in this market. Patni Computer Systems is looking to leverage

its work done on 401K pension plans to get into HR. Daksh has started

payroll processing. The $5-billion payroll processor, Automatic Data

Processing is also planning to start operations in Hyderabad

The various HR processes that companies are venturing into include data

entry, payroll processing, staffing, training, resume management,

compensation, employee communications, pension plans, leave

administration and HR data analytics. The popular delivery models for HR

services outsourcing are self service, call center back up or shared services

involving high caliber HR professionals Who play a consultative role to line

managers.


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When compared to other regions, India holds an advantage in HR

outsourcing because of cost factor and education of the workers.

IS THE MARKET STILL UNEXPLOITED IN INDIA?

Despite all these figures and numbers mentioned above, HR outsourcing is

still considered to be unexploited. There are a number of deterrents that are

keeping companies from moving to HR outsourcing.

The basic reasons hampering the growth of HR outsourcing in India are

confidentiality and cost factors. Many companies outsource only a bit of

their requirements because of the above two factors.

Besides, the fear of losing jobs, losing control over confidential data, ethics

and quality of outsourcing vendors, security breaches and overall confidence

in the vendor deter many organizations. According to V. Kartikeyan, the

director-human resources of Texas Instruments India,

Some companies can also be reluctant because they may not have an

adequate grip over the cost-benefit equation of outsourcing. Companies need


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to be convinced before they can outsource select HR activities. 6 The basic

cultural mindset and the acceptance at the psychological level add to the

deterrents. An in-house HR person handles certain situations that an

outsourcing agency cannot handle well (things like building employee

incentive programmes, taking care of recognition for employees).

At times, many employees would want someone in-house to resolve their

work-related problems or disputes. All this is only possible if there is an in-

house HR team, which interacts with the employees on a daily basis. Quality

at times forms another roadblock. The issues of pricing also play an

important role as there is no standards benchmark for pricing and it varies

from vendor to vendor. Doing reference check helps a lot in this case.

THE FUTURE AHEAD

The future of HR outsourcing in India is poised to be very effective because

of its intrinsic advantages such as low cost, ready pool of English speaking

manpower and geographic positioning is emerging as a viable destination for

HR outsourcing companies to set up their businesses. While currently there

are only a few major players the trend seems to be catching up as companies


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are showing marked interest to improve on services such as pay roll benefits

as well as complete HR delivery. Companies are looking to outsourcing the

complete range of HR delivery and designing products on policies,

compensation, structure, and recruitment. Indian companies are not only

providing services for the clients abroad but are also catering to the local

market. Moreover these players are moving up the value chain.

Mafoi has emerged as a major HR outsourcing center (Refer exhibit on HR outsourcing

at Mafoi consultants). It is estimated that currently the organized sector of HR is catering

to only two percent of the whole market . This is the right time for the players to tap this

emerging market.

Strategic Sourcing

Research conducted by the International Data Corporation (IDC) indicates

that the role Human Resources plays is becoming increasingly complex, and

is thus sparking a need for HR outsourcing.

New technologies, globalisation strategies and lack of a skilled employee

pool are some of the factors complicating HR's roles, IDC says, and many

companies are outsourcing some of their HR functions to help deal with

these challenges.


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Further research on the benefits of outsourcing abounds and has been

conducted by companies like the Gartner Group, the Bureau of National

Affairs and Accenture. In the recent Accenture survey of more than 800

executives in the US and Europe, 86% said outsourcing gives them more

control over business results in a variety of critical areas, the most important

being the ability to plan. According to a leading Accenture partner, Industry

leaders are beginning to view outsourcing as a prescription for change versus

an antidote to rising costs.

According to Gartner Research conducted in 2003, the out in outsourcing

is to be replaced by strategic as the nature of business evolves to meet an

ever-faster changing pace. We have positioned ourselves as strategic HR

partners since inception, focusing on a strategic sourcing service that

provides a flexible option for clients.

Benefits

Benefits of strategic sourcing through The People Business Group include:

Enhanced Performance by staying ahead by using the proven

expertise in the key areas that are the business focus of the external

partner.


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Released Potential whereby key players have more time to focus on

their performance, as extra and time-consuming tasks are removed

and the outsourced partner is responsible for the full management of

the staff on site.

Immediate productivity, as the experienced consultants on site at your

organisation is able to assimilate immediately into the workplace and

become productive and effective.

Lower Overheads because of the elimination of the cost of providing

services in house, or support services, training costs, fringe benefits,

use of company resources, management time, transport, staff welfare

and other associated costs with permanent employees (e.g leave pay,

recruitment costs).

Objectivity and extreme confidentiality in dealing with the HR and

payroll issues a company faces on a daily basis, as the external

consultants are able to remain outside of the situation and provide the

service more efficiently.

Continual coverage and availability of experienced resources. In the

event that a consultant goes on leave or is off sick, another resource is


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immediately assigned to the company to ensure continuity, unlike in

the case of a permanent employee.

Contract-To-Hire And Recruiting Agencies

You may be wondering how staffing companies recruit applicants. They can

recruit in a number of ways. They may advertise in newspapers, through job

fairs,virtualcommunities, and online job boards

You may have seen ads in newspapers for contract-to-hire positions. A

majority of these ads are placed by staffing companies to recruit applicants

or contractors. They normally dont reveal the name of the hiring company

until they set you up with an interview.

Job fairs are a second method used to find potential applicants. If youre

interested in attending a job fair, you normally find them advertised in

newspapers. You may even do a search on the Internet for job fairs in your

area.

Online job forums are an effective recruiting method. The service is

generally free and does not take very much time to post. The recruiter

normally posts the job description, requirements, and the contact


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information. Applicants generally are asked to send a copy of their resume

and a cover letter explaining why they think they are a good fit.

The fourth recruiting method is online job boards. These are similar to

newspaper ads, but are placed online at employment sites. You can expect

the ads to read much like a newspaper ad.

Contract-To-Hire: Why Use A Staffing Agency?

There are many benefits to using the services of a staffing company. Staffing

companies have staffing and recruiting teams. Their job is to recruit, pre-

screen, and test individuals. By the time an applicant is sent on an interview,

that person has already been tested thoroughly and his skills have been

assessed. Staffing companies are interested in keeping their clients;

therefore, they work hard at matching an individual with the company or

position that best suits him. Everyone wins in this case. The staffing

company keeps the client happy; the applicant thrives on his job because

hes capable of performing the duties well, and the hiring company gets a

capable, productive potential employee.

Another benefit to using a staffing companys services is that they are

responsible for conducting credit and background checks. Especially if your


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business deals with sensitive, confidential information, you can feel

confident that contractors sent to you have already gone through all the

screening checks.

Still another benefit, if for whatever reason you decide that things are not

working out, you simply terminate the contract. There is no legal obligation

to keep the contractor any longer than you need or wish to keep him. If you

are the contractor, using a staffing company benefits you, because if you

decide that you dont want to continue with a certain company, you too can

terminate the contract without any legal obligations.

Contract-To-Hire Employment

This type of position is becoming more popular and easy to find. If you

prefer to seek employment on your own rather than through a staffing

company, you can still succeed. You would proceed the same way as with a

direct hire position.

Look in newspapers. Make sure that the contact information is for the hiring

company and not for a staffing agency. Go to online employment sites and

enter a search for the term contract-to-hire in your area. Larger companies


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sometimes have job fairs. You can do a search for job fairs in your area as

well, and make sure you attend.

Having your resume ready, your work history, and references along with a

cover letter increases your chances of finding a position. Resumes and cover

letters take time to put together. If you have these items ready, you can

forward them as soon as you see an ad. All you will need to do is update the

position on the resume. The cover letter may require a few more updates

such as the position, contact person, and maybe their address. Make sure you

have the correct date.


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RESEARCH

METHODOLOGY


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RESEARCH

METHODOLOGY

RESEARCH PROBLEM

I have selected that IS PRODUCTIVITY INCREASE THROUGH HR

Outsourcing as research problem for my research report.

As a research problem is the situation that causes the researcher to feel

apprehensive, confused and ill at ease. It is the demarcation of a problem

area within a certain context involving the WHO or WHAT, the WHERE,

the WHEN and the WHY of the problem situation.


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RESEARCH OBJECTIVE

How productivity relates with performance appraisal. In addition, the major

factors of performance appraisal, which have taken a part in increasing

productivity of the organization.

RESEARCH DESIGN USED

As research design is simply the framework or plan for a study i.e. used

as a guide in collecting and analyzing the data. Research design can be

grouped into three categories-exploratory research, descriptive research and

casual research.

I have used exploratory research design in my project.

EXPLORATORY RESEARCH

Exploratory research studies are also termed as formulating studies. The

main purpose of such studies that of formulating of the problem for more

precise investigation or of developing the working hypotheses from an

operational point of view. An Exploratory Research focuses on the discovery

of ideas and is generally based on secondary data. It consists;


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Search of secondary data and literature

Survey

Case study

SEARCH OF SECONDARY DATA AND LITERATURE:-

The quickest and most economical way is to find possible hypotheses from

the available literature. The past researcher may be suitable sources of

information to develop new hypotheses. The researcher can search them for

his research purposes.

SURVEY:-

Survey means the survey of people who have had practical experience with

the problem to be study. These individual can be top executives, sales

manager, wholesaler and retailer processing valuable knowledge and

information about the problem environment.

CASE STUDY: -


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The case study method is a technique by which individual factor weather it

be an institution or just an episode in the life of an individual or a group in

its relationship to any other in the group.

RESEARCH INSTRUMENT USED

I have used the following research instruments in my project:-

QUESTIONNAIRE: -

The term questionnaire usually refers to a self-administered process

where by the respondent himself read the question and records without

the assistance of an interviewer.

OBSERVATION METHOD: -

The observation method is useful to know the reaction of

handicapped information.

INTERVIEW: -

The interview method of collection data involves presentation of oral-

verbal stimuli and reply in terms of oral- verbal response.

SAMPLING TECHNIQUE USED


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When field studies are under taken in practical life, consideration of time

cost and some other factors almost invariably lead to a selection of

respondents. The selected respondents constitute a sample and the selection

process is called sampling technique.

A sample design is definite plan determined before any data are actually

collected for obtaining a sample from a given population. Samples can be

either probability sample or non-probability sample.

I have selected simple random sampling in my project,

SIMPLE RANDOM SAMPLING

This type of sampling is also known as chance sampling or probability

sampling where each item in the population has an equal chance of being

selected in the sample.

SAMPLE SIZE

When a survey is undertaken and when it is not possible to cover the entire

population the researcher has to answer the basic question how large

should be sample be? The sample size decision is related directly to research

cost.


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The intended sample size is the number of participants planned to be

included in the trial, usually determined by using a statistical power

calculation. The achieved sample size is the number of participants enrolled,

treated, or analyzed in the study.

I have taken 50 people in my sample size, as the sample size should be

neither so small nor so large.

METHOD USED FOR DATA COLLECTION

The task of data collection begins after a research problem has been defined

and research design chalked out. While deciding about the method of data

collection to be used for the study the researcher should keep in mind two

types of data-

1. Primary data

2. Secondary data

1. PRIMARY DATA-

Those data that have been observed and recorded by the researchers for

the first time in their knowledge.

Sources;

Questionnaire

Interview method


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2. SECONDARY DATA-

Those data that have been compile by some agency other than user.

Sources;

Case study

ANALYTICAL TOOLS USED

The term analysis refers to the computation of certain measures along with

searching for patterns of relationship that exists among data group. Analysis

is essential for a scientific study and for ensuring that we have allrelevantdata for making contemplated comparisons. Therefore, I have used

Tabulation, Graphs & Charts in my project.


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RESEARCH ANALYSIS


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RESEARCH ANALYSIS

Types of Outsourcing

Business Process Outsourcing

Information Technology - 28%

Human Resources 16%

Sales & Marketing 15%

Finance 11%

Administrative 9%


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All Others 22%

Least Commonly Outsourced Functions

: Performance Management 3%

: Strategic Business Planning 4%

: Policy Development/Implementation 4%

: Employee Communication Plans 10%


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0 2 4 6 8 10Employee Communication

Plans

PolicyDevelopment/Implementation

Strategic Business Planning

Performance Management

Series1

Aware of the objective of outsourcing HR activities


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0

10

20

30

40

50

60

70

80

90

Very much Some what Don't know

Strategic Outsourcing helps the organization in achieving goal

Very much 85%

Some what 13%

Don't know 2%


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0

10

20

30

40

50

60

70

80

90

Yes No Don't know

Yes 79%No 20%

Don't know 1%

Strategic Outsourcing affect the working efficiency of employees


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Yes 84%

No 16%


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Strategic Outsourcing is able to develop high result orientation

approach

0

10

20

30

40

50

60

70

80

90

100

Yes No

Yes 94%

No 6%


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The system will also contribute in potential appraisal

0

10

20

30

40

50

60

70

80

Yes No Don't know

Yes 72%

No 20%

Don't know 8%


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Outsourcing Decision making in the organization is based on

0

10

20

30

40

50

60

70

80

90

Performance Experience Both

Performance 4%

Experience 12%

Both 84%


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TRAINING ANALYSIS

AWARE ABOUT THE TRAINING PROGRAMME

0

10

20

30

40

50

60

70

80

90

100

YES

NO


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PERFORMANCE IMPROVES THROUGH TRAINING PROGRAME

0

10

20

30

40

50

60

70

80

90

YES

NO


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What can be increased through training

QUALITY

PRODUCTIVIT

Y

PERSONNEL

GROWTH

MANAGEMENT

DEVELOPMEN

T


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IS THE TRAINING IMPORTANT FOR THE MANAGEMENT

DEVELOPMENT

Agree

Neutral

Disagree


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IS TRAINING MORE EFFECTIVE BY THIRD PARTYSPECIALIZED IN IT ?

0

10

20

30

40

50

60

7080

90

YES

YES

NO


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How Common is HRO?

58% of companies outsource some HR function2

: 91% of companies with $1 billion+ annual revenues are now considering

HRO3

: HRO grew 28% from second half of 2004 to first half of 20054

Other Types of HR Outsourcing

: Pension Benefits Administration 55%

: Temporary Staffing 54%

: Retirement Benefits Administration 47%

: Payroll & Software Services 48%

: Recruiting, Staffing & Search

Non-executives - 30%

Executives - 29%

: Employee Relocation 29%

: Training and Development 21%

: Incentives 19%

: HRIS & Web-based Services 15%

: Reference Checks


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: PEOs and ASOs

: Sourcing Consultants & Legal Services

: Screening & Workplace Security

: Process, Project, and Systems Management

Audience Survey

: How many of you outsource part of your HR function?

Payroll

Benefits

Recruiting, Staffing, & Search

Training

HRIS & Web-based services

: How many of you outsource all of your HR function?

: What led to the decision to consider outsourcing?

Why Outsource?

: Allow HR to focus on core competencies

: Creates strategic opportunities for HR professionals

: Improve quality, efficiency, and effectiveness

: Relief from administrative burdens

: Reduce operating cost


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Other Benefits to HRO

: Access to outside HR expertise

: Greater diversity of HR services

: Leverage vendor investments in technology rarely available to HR

organization

: Limit fiduciary, audit, and litigation risks and liabilities

: Upgrade level of customer service

: Ease time pressure demands

:Better, faster, cheaper

Impact on Your Career

: Transformation from transactional administrator to business partner that sets

strategy

: Develop competencies to negotiate and manage vendor relationships

: Demonstrate ability to provide business solutions for employee and customer

problems

: Change bureaucratic culture

: Develop strategic expertise necessary to manage human capital

: Deliver exceptional customer service

: Sharpen your skills

: Build/Develop your network

: Stay on top of trends and their implications


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: Utilize vendors now so that they can help you later .

Satisfaction

Recent survey of 129 large companies representing 2 million employees:

: 89% satisfied with outsourcing arrangement

: 85% achieved hoped-for benefits

: Additional 20% achieved unexpected benefits

0 20 40 60 80 100

achieved unexpected

benefits

achieved hoped-for

benefits

satisfied

Series1

Overview of Process

1. Planning

2. Exploring strategic initiatives

3. Analyzing costs/performance

4. Selecting providers

5. Negotiating terms

6. Transitioning resources

7. Managing relationships


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: Prepare HR

Develop and communicate new HR strategy

Define new roles and responsibilities

Restructure HR

Hire new employees to fill skill gaps

Provide training for employees in new roles

: Prepare Organization

Develop HR strategy within overall organizational strategy

Communication plan

Resolve issue of whose payroll individuals are now on

- Are HR employees actually employees of provider?

- Does head of HR work for company or provider

: Assessment

Self examination

SWOT of department

Organizational scan

: Define opportunities and benefits

: Build the business case consider all costs and impacts on organization

: All functions that are not core competencies should be considered for HRO

nothing is sacred

: Consider the driver behind HRO decision


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Analyzing Cost/Performance

: Understand market trends and competitive position

: Identify goals and objectives

: Determine added value

: Gather baseline HR costs and metrics

: Compare current HR operations to benchmarks

: Determine which processes have highest strategic importance and add most

value

Negotiating Terms

:Good contracts make good partners

: Maintain heat of competition during negotiation

: Reasonable, but clearly established, expectations

: Well-documented deliverables regarding every aspect of deal

: Attorney involvement

Specifications of Contract

Contract Duration

Exact beginning and ending dates

Financial penalties for early termination


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Parties to the Contract

Allow for additions or deletions (in case of acquisitions or

divestitures)

Require vendor to name all subcontractors and give you right of

approval for those introduced later

Services Performed

Specify all functions to be provided

Outline all support services

Ensure escalation process and dispute governance included

Performance Standards

Tweak standard performance guarantees

Reinforce performance guarantees through at-risk fees

:Hold-Harmless Statement

: Fees

: Data Security

: Communication Review

: Contingency Plans

: Audits

: Final Contract Review


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Findings

Till that time, HR outsourcing in India remains to be a gold mine waiting tobe unearthed.

1. Cost-benefit advantage - lower cost of outsourcing viz-a-viz outsourced

content/processes

2. Confidentiality of processes - away from in-house leaks

3. External expertise as compared to existing in-house expertise

4. Time advantage - timely process completion commitments and easier

time-to-market processes/products/services.

5. Focus internally on innovative/creative/strategic work and to do away

with in-house with mundane, time consuming processes

6. Greater objectivity/credibility gain amongst employees

7. Confidence of top management on external professionalism and

proven expertise

8. Strategic intent of doing away with high, permanent salary/pay loads

9. Client preference, especially overseas clients

10. Branding/credibility enhancement by associating globally renowned

outsourcing Companies


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Recommendations

This Corporate Research Forum research identified six trends that will dominate

the future of HRO:Increased outsourcing of higher value HR processes such as

recruitment.

Increased use of shared services models.

Performance issues surrounding HRO deals.

Continued evolution of electronic HR activities.

Emergence of new HR roles and competencies.

Continued debates over HR and HRO measurement.

The report makes recommendations, in particular pointing to areas where

mistakes have been made:

Clients must be clear about what it is sensible to outsource or not, to meet

their business needs. This responsibility should not be shared with HRO

providers, although consultants' advice may be useful where clients are

unsure what to do.

Outsourcing deals are typically constructed to last many yearsthe client

must think through the implications in the event of significant changes in

strategy, structure and operating environment.


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Clients must achieve real understanding of where and how HRO will

improve business performance, and when these performance gains may

occur over the lifetime of a contract.

Robust governance systems should be created that spell out the parties'

responsibilities.

There should be timely and honest communication with employees about

the purpose, benefits and processes of outsourcinganticipating and

addressing their likely areas of concern, particularly employees within the

HR function.

HR must ensure it has undertaken serious "homework" in mapping its

processes before embarking on HRO. Measurement of provider service

and of improvement require clarity about the start point.

The new roles emerging have new skill requirements to manage

relationships with HRO providers effectivelyposts such as HRO business

partner and chief outsourcing officer are being created.


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BIBLIOGRAPHY

DESIGNING AND MANAGING HUMAN RESOURCE SYSTEM

.Udai Parek & T.V.Rao

PERSONNEL MANAGEMENT

..C. B. MAMORIA

INTERNET


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Questionnaire

1). How often will you process payroll for your

employees?

Weekly

Monthly

Biweekly (every other week)

Semimonthly (2 times per month)

2). Are most of your employees paid on an hourly or salaried basis?

Hourly

Salary

Evenly mixed

3) Are you aware of the objective of strategic outsourcing?

Very much

Some what

Dont know


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4) Is strategic outsourcing helps the organization in achieving goal?

Yes

No

Cant say

5) Do strategic outsourcing affect the working efficiency of employee?

Yes

No

6) Whether the strategic outsourcing is able to develop high result

orientation approach?

Yes

No

7)Outsourcing decision making in the organization is based on

Performance

Experience

Both


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Give your Suggestion for the strategic outsourcing.

aarti bhajan

Documents