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INDIAN BUSINESS ACADEMY
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` Infosys BPO Limited (formerlyProgeon Limited) is theBPO (Business Process Outsourcing) subsidiaryofInfosysTechnologies Ltd.
` Thecompany was started as Progeon Limited in April 2002
and is today among the top third-party BPOs in Indiaaccording to NASSCOM.
` Infosys BPO closed FY 07-08 with a revenueof$ 250.3million with 11 centers worldwideemploying 16,295
employees and 44 clients.` It has its headquarters in Bangalore
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` Aerospace and Automotive
` Banking and Capital Markets
` Communication Service Providers
` Energy and Utilities
` Healthcare` Insurance
` Life Sciences
` Manufacturing
` Media and Entertainment
` Retail and ConsumerPackaged Goods
` Services
` Transportation and Services
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8 November2010 4INDIAN BUSINESS ACADEMY
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There are three types of training need analysis
done in Infosys:
` Organizational need analysis
` Job need analysis
` Person need analysis.
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This includes:
` Define Infosys's Short Term Goals/Objectives
` Define Infosys's Long Term Goals/Objectives
` Human Resource Analysis
` Efficiency Indexes Assessment
` Assessment of the organizational climate
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The specificcontent ofpresent oranticipated jobs isexamined through job analysis. Forexisting jobs,
` Information on the tasks to beperformed (contained injob descriptions),
` The skills necessary toperform those tasks(drawn from job qualifications),
` Theminimum acceptable standards (obtained fromperformance appraisals)
are gathered. This information can then be used toensure that training programs are job specific anduseful.
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` Person needs analysis can be either broad ornarrow in scope.
` The broaderapproach compares actualperformancewith theminimum acceptable standards of
performance. Based on the actual, current jobperformanceofan employee; therefore, it can be usedto determine training needs for thecurrent job.
` The narrowerapproach compares an evaluation ofemployeeproficiencyon each required skill dimension
with theproficiencylevelrequired foreach skill. Usedto identify development needs forfuture jobs.
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` Teams:-
` Corporate training team
` Organisational development team
` Corporate training teamcaters to band B only-process executive & seniorprocess executive
` OD teamcaters to band C and above
` Total numberofpeople in T&D dept-30
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` Training dept is divided across 5 verticals1-communication serviceproviders e.g. british
telecom.
2-banking and capitalmarket e.g. UBS,Deutsche.3-manufacturing verticale.g. Cisco,ingrammicro4-insurance and health care-Aon5-emerging markets-yahoo and British petroleum
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` Conference` Lecture` Seminar` Demonstration
` Panel` Role Playing` Case Studies` Simulations` Self-Discovery
` Movies/Videos/Computer based Trainings` On-the-job training` Mentoring
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` Classroom
` Halls
` Mysorecampus:-worlds biggest training centre
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` It is a Rs. 260 crorecorporate training centre.
` It adds 12,000 employees everyyear.
` The US $ 60 million training centre is housed in a270 acrecampus at Mysore
` Facilities at the training centreof the Infosyscomprisefood court, employeecarecentre,
theatre, and education research block, beside thetrainee hostel.
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` In-house training team
` Except foroperations management forband C,done through vendors e.g. On Track.
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` Types of training is different fordifferent hierarchylevels. It is mainly divided into 2 types
` Forband B
` Forband C and above` Fora period of2-3 yrs with thecompany theseemployees have to go through certain numberoftrainings
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` Induction
` Voice and accent training
` Process training
` 6 months training process` recruits in band B have to go through thefollowing
training programs during a period of2-3 yrs
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` Domain training-forspecificverticals they workingthey have to goforcertifications called as domain
certifications e.g. t100.-This is mainly a benchmark forprocess know how.
` Quality training-six sigma certifications.
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` Competency based training:-1)Soft skills training:-communication, presentation, cultural sensitivity,client interface training.MIND-mentoring, innovating, negotiating,developing. It is forself-awareness and selfevaluation, mainlyfocuses on EQ.Transactional analysis-forunderstanding yourown
personality
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` Technical training:-
e-mailetiquettes.
excel training.presentation skills.
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` Induction-1day, joining formalities
` Buddyprogram-onemonth
-it is basically an assistanceprovided by a peer
employee which helps the new recruitunderstand theprocess, understand dynamicsoftheclient, client requirement, culture, values.
` recruits in band C and above have to go through
thefollowing training programs during a periodof2-3 yrs
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Operations management:-
` Deal with operations complexity
` Focus on interpersonalevaluation
` Conflict management` Confidencemanagement
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Leadershipfundamentals:-
` Harnessing leadership qualities
Appraisal skills workshop:-` How toevaluate sub-ordinates
` How to handleescalations
` How to appraise
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Quality training:-` six sigma:-green belt-black belt
Domain training:-` T200 and T300 certifications.
Middle Management Leadership Program(MMLP):-
` Forband C employees-teamleads` It harnesses theirleadership qualities, availableforhigh performers.
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Careerpathing:-` Chalk out careerpath forall` Should havecompleted 18 months in Infosys.`
Provided bycareercounselor.Highereducation:-` MBA` 50% of thefees is reimbursed.
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Performance Development Plan:-` A sheet which theemployee and managerhas tofill where both of them have toprovide informationwhich all areas theemployee has improved in.
Projects:-` Small termprojects likeon Six Sigma, where at
theend of it theemployee has to givepresentations to the training team.
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Questionnaire:-
` Feed back from theemployees on the quality andcontent of training
` Analysis is doneon it and than it is scaled.
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