project report on HINDALCO INDUSTRIES LTD,RENUKOOT.Monika

Determination of Service Indicators for Service Departments

SUBMITTED TO: SUBMITTED BY: Mr. PUNEET TIWARI MONIKA SRIVASTAVAMANAGER (PERSONNEL) PGDM-HR


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


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


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


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


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


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.


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.


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.



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


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.


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


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


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


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.


Organisation Chart of HRD Division

V.P. (HR)

Head, HRDHead

Security & T.A

Head E.RHead- Safety

School ( all principles)

Medical services


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.


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


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


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


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.


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


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).


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.


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)


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.


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.


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


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


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


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.


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.


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.


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.


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.


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.


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


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.



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.


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


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.


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.


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.


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.


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.


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


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.


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


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).


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


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


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).


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


RESULTS:

Determined service indicators for service departments. Prepared questionnaires 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.


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.


LIMITATIONS:

Based on certain organisation’s restrictions, certain data cannot be revealed to general mass.

Limited time period.


ANNEXURE


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?


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.


5

The services provided by the Transport department are satisfactory.


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



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.


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


4 Building department is rendered within specified days.

YES NO

5 The services offered by the Building department are satisfactory.


6 The services offered by the Building department are fast.


7 The services offered by the Building department isReliable/Quality.


8 The online complaint process is effective.

YES NO

9 Feedback is obtained by Building Maintenance on the services provided

YES NO

INFORMATION TECHNOLOGY



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.


7 Department is efficient in maintaining ISO Standards.


8 Feedback is obtained by IT Department on the services provided.


SECURITY



1

Any outside person is allowed to come inside the Plant only after approval of concerned authority.


2 In case of emergency Security persons responds quickly.


3 Quality of service provided is good.


4 General attitude/ behaviour of Security persons are good.


project report on HINDALCO INDUSTRIES LTD,RENUKOOT.Monika

Documents

Transcript of project report on HINDALCO INDUSTRIES LTD,RENUKOOT.Monika