Raju – Sriram 6/10/2003
Nirmit
Kartavya –
Abhi - Sanjeev
PROJECT FORE COURT
The
important elements of this project are:
Ø Mass Recruitment of 700 - 900
persons
-
Never
done by us before/nor by anyone else
Ø Very tight Time-Frame
-
Just
10 / 12 weeks from green signal (zero date)
( i.e. Receipt of
commercially clear Purchase order accompanied by retainer)
Ø Scope of work
-
Drafting
of advt.
-
Receiving
& rating 2 lakh applications
-
Tele
Interviewing of 40000 candidates
Ø Resource – Mobilization
o
Space
/ HW/SW/Tele-lines & Instruments
o
11
raters
o
22
Tele-Interviewers
o
8/10 Help-Desk operators Not “Costed”
o
10/15
online D/E Operators
o
4/5
Telephone Operators
o
Recruitguru
Platform etc.
Quite
possibly RPL will give us no more than max of 4 weeks (from zero date) to
mobilize our resources. Any over-run here will eat into overall project-time.
There is every possibility that RPL may attach a PENALTY-CLAUSE / RISK-PURCHASE
CLAUSE / LIQUIDATED DAMAGES CLAUSE, for time overrun.
For us resource-mobilization
means finding/selecting/appointing 60 persons & putting them into a large
enough / furnished office. All within 3 weeks! This is going to be tough.
One
possible solution could be:
Ø Group A
-
11
raters +
-
22
Interviewers
-
These
people shall be asked to work from their homes.
At home,
each will be given a PC & internet connection (phone lines)
Raters will
get ONE phone connection to log into Recruitguru & Carry-out their
rating (A/B/C/R/) online.
Interviewers
will get TWO Phone connections
Ø One for log-into Recruitguru online
& make “Interview Evaluation” entries on resumes
Ø Second for dialing-up the earlier
shortlisted candidates (as per daily schedule / program available online on
Recruitguru?
This means,
we do not need Tele Operators. Interviewers to do their own dialling. Each phones
no. dialled / & duration of phone-call will be recorded by phone-service
provider (Reliance Infocom?)
We can take
2 Wireless Landline/ mobile phones of Reliance Infocom for each Interviewer.
These phone-lines can connect to internet also.
(Nirmit got
one for his residence).
Thru log, we
will know that a particular candidate did actually get called-up &
did get interviewed ordly whom.
So
interviewer (because he is operating from his home) cannot simply fill-up the interviewer
Evaluation Sheet, WITHOUT even phoning the candidate concerned.
We can even
consider, asking the candidates to send an email, saying he was interviewed by
so-and-so, on such & such date.
What are
the advantages of getting raters & interviewers to operate from their own
residences?
Ø No limit on no. of persons that can be
pressed into this service. Everybody has a home (-most likely with a PC/a phone-line
/ a study-room / a wife to serve tea / an A/C if it gets warm etc. etc.).
Ø The raters & experts could be in
any city (as long as they can log in)
Ø We don’t need tele-operators to dial
the Candidates. Interviewers will dial themselves.
Ø Even though raters &
interviewers are spred-out all over, our central all over, our central
supervisor, can centrally monitor their minute-to-minute performance, directly
from Recruitguru console.
Ø Interviewers can “pace” their
interviews on their own, taking more or less time, depending upon the
candidate.
Ø We need not indicate to the Candidates
precise date & time, at which to remain present near his phone-instrument.
Now we can
just tell the Candidates only the “Date” on which he should keep himself free.
Although
interviewer will see, on his “Interviewer’s console” the day’s
Interview-Schedule and will generally follow the sequence in which the
candidate names appears, he can always skip one & go to the next, if he
finds line is busy or the candidates is in the toiled ! He can always dial
again, a little later or leave a message.
By only
giving the “date”, we can have some interviewers start, as early as 8 am &
go on till 10 pm ! they don’t waste 3 hours on the road.
And they
will be free to take their tea-break / lunch-break etc. at their personal convenience
(and their own cost!)
We don’t
need to control / monitor that they are
1) Available in our office
2) Using their time must productive by
And,
We can pay
them by “No’s Interviewed” rather than by “Hours put-In”. This will be a
powerful incentive for recruiters to earn more by working longer!
Of course,
to ensure that in a mad-rush to earn more money, quality must not suffer, we
will stipulate
Ø Base load (No. of daily interviews)
Ø Maxim permissible Daily Interviews
Ø Minm No. of minutes / interview etc.
In our
contract / agreement with the Interviewers, we will also stress that whether
they will gat from us, “repeat” assignments or not will depend upon
·
Not
only their (QUANTITATIVE) output
But
·
Their
QUALITATIVE output
As well.
We will
check their QUALITY (of interviewing / judgement) by plotting the
percentage of candidates shortlisted by him, who finally got selected /
appointed by RPL ! so, if he has done appointed. We can fix a QULITY-BONUS
based based on this % age. Same logic will apply to Raters” as well.
Of course,
as far as raters are concerned, I do not envisage any difficulty for them to
work from their homes.
When each
morning, as they log-in, they will find a list of resumes to be rated &
starts their work and continue as long as they like (with or without breaks).
But here
again, we must specify in their contract
·
Base load / day etc.
·
Max
load / day
and some
types of QUALITY-CONTROL stipulations.
Ø Group B
8/10 Help Desk
operators
10/15
D/E operators
Although
theoretically, these persons can also operate from home, - and get paid on “per
piece” basis – I feel, in their case, the best solution would be to hire, so many
“seats” in on existing call-centre, because these people will require “joint
training” right in the beginning. By working next to each others, when they
face a problem. On top of that, a Supervisor should be available to guide them.
We should
negotiate / contract with the call-centre concerned for availability of these
persons from 8 am to 8 pm. These timings should be boldly printed in job-advt
of RPL, so that candidates do not call-up at odd hours.
One thing
is quite obvious.
If the
entire exercise is about “remake” of the “Employer-Brand” of Reliance, then
RPL’S name has to appear in bold in the job-advts released all over the
country.
If not for
benefit of themselves, why should RPL spend lakhs of rupees to provide a WOW
experience to candidates?
Afterall,
why do we /RPL want to give to 2 lakh jobseakers, this
WOW experience ?
(For whom
the bell tolls ?)
Despite
this, if RPL has their own internal compelling reasons, not to put their name
on the job-advt. then at least let us ensure that our / 3P & Recruitguru /
names DO appear – and not inconspicuously in a corner ! If our name is
on this “historical” job-advt., it will form part of all our future proposals
for Mass-Recruitments, to national/multinational companies, coming into India
in big way, in RETAILING.
HEMEN
PAREKH
FOR
CAREER-GROUTH,
INDIAN PROFFESSIONAL’S FIRST CHOICE
To project
Reliance image as the preferred career-destination, we need to create for Reliance,
an
EMPLOYER BRAND
Thru a
punch-line such as this, which will appear on all Reliance
job-advts/Interview-calls/Appointment letters etc.
( all HR
related documents accessed by employees? Jobseekers)
Reliance
Project – Main Activities
Ø
Resources Mobilization
·
Space
( or a Call Centre)
·
People
·
Fund
/ Money
·
Hardware Computer-related
·
Software
·
Other
eqpt/accessories (Phonelines / Video
eqpt etc.)
(Details enclosed are not comprehensive &
Raju/Nirmit should draw-up a detailed checklist)
Resource
– Space
Ø Space requirement (sq-ft) / Toilet /
Pantry
Ø Preferred location (Marol / Andheri
/ MIDC / Parle)
Ø Furnished Vs. Unfurnished
Ø Period for which required
Ø Purchase vs. leasing
Ø Advance / Deposit
Ø Purchase price vs. Lease rent
Ø Estate Agent / Commission of Agent
Ø Date by which to select
Ø Date by which to occupy
Ø Advt ?
Resource
– People
Ø Type of people & No’s in each
type
Ø Man-Specifications for each type
Ø Job-Descriptions
Ø Tentative consolidated Salary
(Fixed)
Ø Incentive for performance (Variable)
Ø Sources (where to find?)
Ø Advt (jobsites/Print media etc.)
Ø Word-of-Mouth?
Ø Time frame for Selection /
Appointment of Team
Ø Draft Appointment Letters (diff
types)
Ø Selection of Interviewers
Ø Walk-in-Interview?
Ø Joining Date (same date for entire
team)
Ø One day induction at 3P (Process)
Ø One day induction at RPL?
-
To
thoroughly understand job-requirements
Ø Other smaller Placement Agencies?
Ø Working-Hours
Ø Performance-Criteria
Ø Peons / Watchmen / Receptionists
Ø Data Entry Operators
Ø (Entering faxed resumes or “dictated” resumes)
Ø HW/Networking maintenance Engineer on-site Maintenance
Ø SW Engineer
Ø Telecom Engineer
Resource:
Funds
Ø Monthly Cash flow on
-
Salaries
-
Rental
-
Phone
bills
-
Electricity
-
Traveling
-
Stationery
-
Food
/ Tea
Ø Capital Expenditure-if any
(to be avoided as far as
possible)
Wherever feasible,
Capital items must be rented.
eg:
Computers
Printers
EPABX
Phone Instruments
Table /
Chairs/Whiteboards
Video-Cameras (in case of
Video-interviewing)
Resource:
Computer Hardware
Ø Configuration & no. of M/C required
Ø Networking Eqpt.
(Hubs/switches/Routers/UPS/Cables etc.)
Ø Printers
Ø Scanner
Ø Video-Cameras (in case
Video-interviewing)
Ø Additional Servers at IDC (if reqd.)
Resource:
Other Eqpt/Accessories
Ø EPABX
Ø Phone Instruments (Wireless?)
(Mobile?) (Headphone Types only to keep both hands free for keyboard/mouse)
Ø White Boards
Ø Tables / Chairs
Ø Steel Cabinets
Ø Shredding M/C
Ø Tea Vending M/C
Ø Safe (?) / Cash Box
Resource:
Software (RG Software Platform)
Ø Enhancement of Recruitguru for
·
Capturing
resumes received over Fax/Phone
·
Multiple
online Assessments
-
A/B/C
rating
-
Telephonic
Prescreening
-
Final
Interview Assessment Sheet
· Resume Pop-up (when candidate
rings-up)
· Resume Pop-up (while conducting
interview & entering “assessment”)
· Communication – Screens
-
Acknowledgement
/ Feedback
-
Intimation of interview date/Time
-
Interactive
Response sheet.
-
Candidate
to login & lookup (findout) his interview / date/time online
-
SMS
to candidates (mass/Indivi.). (both for acknowledging receipt of resume /
selection / rejection/Interview date / time indication etc.)
-
Chat
/ IM online (chatroom)
-
FAQ
(for candidates guidance)
·
Interview status Screens ·
Resume status Screens ·
Balance Workload Status Screens ·
Bird’s Eye Overview / Summary Screens (for
RPL Top Management-preferably graphical & clickable to drill-down into
details, if desired) |
These
screens will provide
·
Daily Position ·
Cumu- Position |
Agent targets set for both.
1. Resumes received ((Source Wise)
2. Resumes rated (A/B/C/) – by Raters.
3. Pre-Screening carried
out-telephonically
(city-wise / Interviewer-wise / Position-wise)
4. No shortlisted for final interview
(city-wise / Position-wise) & conveyed to RPL)
5. Interview-calls sent-out
City wise
6. No. interviewed – Selected &
Rejected Position wise
7. Appt. letters issued
8. No. of candidates joined
9. No. of positions remaining to be
filled
All 9 Screens
will be accessible by RPL as well as 3P
3P’s Project
Manager should be able to view, reports 2/3/4, for each
eg:
Ø Rating Expert (2)
Ø Prescreening Expert (3 / 4)
against
DAILY / CUMULATIVE targets set for each in order to monitor their performance.
We may wish to pay part of their salary based on their cumulative performance,
till the end of the project (-a kind of “bonus”). At the same time, monitoring
these reports on a daily basis, will tell Project Manager, as to which
rate/prescreener is “under-performing”.
For optimum
utilization of Raters & Prescreening Experts, there must be no waiting time
/ Idle time as far as they are concerned. At any given point of time, each
rater & prescreening expert must know,
Ø “How many resumes are awaiting
rating”?
(for
raters)
Ø “How many candidates are in QVEVE,
awaiting telephonic interview?”
(for prescreeners)
This
“Pending Load” figures can be easily worked out as
(daily
Target) – ( Actual carried out) = Backlog for the day
Eg: For
rater daily target could be 400
For pre-screener daily target could be 40
Then the
“Backlog” figure should keep flashing on the Screen’s left hand top corner ! –
as a constant reminder.
And the
rule must be absolute.
“Unless
day’s target is achieved, the person does not go home!”
We could
even provide “ALARMS” such as
Ø For rater
When 45 Seconds (out of 60 Seconds allotted)
get over
Ø For Prescreener
When 8 minutes (out of 10 alloted) get over a
flash will appear, telling him to speed-up.
The
scenario must resemble
MASS
PRODUCTION CONVEYOR BELT.
Ideally, the
speed of the belt should be computer-Controlled (!) – so that, the screen in
front of rater’s & prescreener’s eyes fades out after pre-determined times
& the next candidate’s screen appears automatically!
And, if the
rater / prescreener “fails” to finish his rating / prescreening within the
“pre-determined” time, the incomplete resume, which gets removed from his
screen automatically, rejoins the bottom of the day’s QVEVE ! – So, he must
put-in extra/overtime at the end of the day to complete those incomplete jobs !
Remember
that the Rater-Resource & the Pre-screener Resource, are the scariest of
the resources and these CANNOT / MUST NOT be allowed to be Wasted-even one
minute !
So, this
means
22 experts
X 30 tele interview/day = 660 Candidates day
Assuming
that, at the last minute, some 10% of the Candidates, may not turn-up for the
telephonic interviews, approx.. 750 Candidates must be “lined-up” everyday
(-and their confirmation obtained in advance & recorded, so we know WHO
is NOT attending & how many are not attending). This way, we can
keep adding more attending). This way, we can keep adding more candidates, till
we reach 750 CONFIRMED..
And since,
we cannot keep candidates “holding” onto their phone-calls, for more than 2/3
minutes at the most (remember they are mostly outstation candidates), We must have
2/3 telephone operators dialing the candidates, all the time.
On their
computer consoles, these phone-operators, will see
22 CABINS (ICONS)
Each cabin
ICON will show no-of minutes “left” (out of 10/15 minutes fixed in advance) for
the current interview to get over.
As soon as
CABIN-LIGHT changes from RED to GREEN, all the 3 phone operators know that this
“Cabin” is ready to receive the next candidate. And one of the candidates,
“holding” will be directed to the FREE/GREEN cabin.
Since
phone-operator has, phoned a given candidate by entering his PEN in the
“Automatic Phone Dialler” (Computer card Costing RS.600/=), When she
“transfers” this candidate to any particular FREE cabin, that candidate’s resume
also gets Automatically transferred onto the desktop of the
concerned interviewer !
This way,
there will be minimum loss of interviewer’s time.
Our earlier
email/SMS would have told each candidate, the date / time of the telephonic
interview, asking him to remain “present” at that time – and- on that phone no
(given by him in Resume form). Our email would also tell him that
Ø There could be + 10minuts
Ø He should keep his phone-line free
during this period
Ø We will make only 2 attempts to
connect.
The reasons
we do not want the candidates to be calling us (for actual interview)
are:
Ø They mmay phone us 10 min’s earlier
or 10 minutes later ! – mostly earlier.
Ø There will be a serious
“Traffic-Jam” with 15/20 candidates “holding” their lines ! They will get
impatient & frustrated with 10/15 minutes of holding – Since all our CABINS
are “busy”
Ø We (our telephone-operators) will
have all incoming lines “busy” all the time. This means the candidate who calls
us at his correct time, will simply not “connect”! Further frustration!
Ø Our operators cannot keep track of Who
called When & is “holding” for how long ! They may transfer
the last guy first & keep the first guy waiting for 20 minutes! Far from a
WOW experience!
This is why
the “END-TO_END AUTOMATION” must for:-
Ø 22 cabin (Icon on desktop) Concept
Ø Red/Green light
Ø “No. of Minutes left to finish”
Ø 3/4 phone-operators
Ø Our dialing (auto-dialer)
Ø No more than 2-minute wait
Ø Queuing (sequencing) (FIFO)
Ø PEN-WISE RESUME-Screen (to cabin)
Ø Headphone (to keep hands free)
Ø Online assessment (fill form)
Ø Conveyor-belt (computer-driven)