Professional Documents
Culture Documents
ON
SUBMITTED BY:
GURPREET KAUR
MBA 2002-2004
ROLL NO.-5
SUBMITTED TO:
RUKMINI DEVI INSTITUTE OF ADVANCED STUDIES
(AFFILIATED TO G.G.S.I.P.UNIVERSITY)
MADHUBAN CHOWK, ROHINI
ACKNOWLEDGEMENT
I acknowledge the support and guidance provided by the Faculty
of my institute, Rukmini Devi Institute of Management.
I wish to express my sincere gratitude to Mrs. Bindu
Arora( Administrator,Kolmet hospital), Mrs. Nidhi Chopra
(Administrator, Jeewan Hospital), Mr. Ashutosh(HR Manager,DRL),
Mr. Shiva Kumar(HR Head, Apollo Hospital), Mr. Rajesh(HR Head,
AIIMS), Mr. Rajiv Singh(Administrator, Ram Manohar
Lohia
Hospital), Mr. P.K Mongia(Administrator, Safdurjang Hospital), Mr.
Arun Gogia(HR Head, Ranbaxy), Mr. Vivek Gupta(HR Manager,
Cipla).
My gratitude also extends to the other people of the hospitals and
the pharma companies where I visited to collect the information
related to my project who guided me to complete the project.
I also extend my sincere thanks to all the staff members of these
reputed organizations who encouraged me and gave me valuable
information about the company.
My gratitude to my HR teacher and Project Guide, Ms.Supriya
Choudhary.
GURPREET KAUR
EXECUTIVE SUMMARY
The overall objective of my project is basically to study the HRD
activities being carried on in various organizations. I specifically
took hospitals and pharma companies for this purpose. I have
collected the data from various hospitals as well as the pharma
companies in Delhi, and on that basis I have completed my
project. I have also made a comparison between the two. I
specifically took these companies/institutions as one is a service
industry and another is manufacturing one. Moreover, the two are
quite inter-linked with each other. I have also given few of the
recommendations to improve the HRD procedures in these
organizations.
It is a fact that Human Resource Development is an important
area and is really progressing these days. But its importance is
being neglected in few of the organizations.
Findings:
HRD is the emerging thing of today. Every organization whether
large or small can not be left untouched by the HRD. HRD has
become a movement in country. Ten years ago hardly any
organization had HRD departments or talked about it. Today it is
difficult to find organizations that employ large number of people
that do not talk about HRD.
In spite of this popularization of HRD in the last few years,
success experience of HRD is limited to a few organizations and
many others are yet to translate their goodwill into action. But
even today, Organizations in the service sector continue to
neglect it.
But HR is much more progressing in the manufacturing sector.
There are a lot many new concepts which are emerging in this
field like Stress management, Self Development, Achievement
Motivation, Emotional Competence, Organizational Intelligence
etc. If these companies would not invest in the people they would
not have grown and expanded.
Now-a-days organizations and their top management have
recognized that HRD cannot be limited to a few employees in
coverage. It is also recognized that HRD is too important to be
left informal processes to take care of and that it should be a well
planned activity.
In nutshell, we can say that the service sector has a lot to learn
from industry.
Recommendations:
On the basis of the research conducted, here are a few of the
recommendations:
Every institution should be treated as an independent unit
for HRD purposes.
Separate budget allocations should be made for HRD
department in the organizations.
Organizations should be encouraged to plan their own
activities.
New competencies to handle the HRD function should be
developed among these institutions/departments.
Organizations should explore the use of various mechanisms
in developing service and managerial competencies of their
staff.
TABLE OF CONTENTS
Chapter 1
INTRODUCTION
Chapter 2
RESEARCH METHODOLOGY
Chapter 3
CURRENT SCENARIO
Chapter 4
DATA
DISCUSSIONS
ANALYSIS
Chapter 5
EMERGING TRENDS
Chapter 6
RECOMMENDATIONS
Chapter 7
BIBLIOGRAPHIES
Chapter 8
ANNEXURES
&
CHAPTER 1
INTRODUCTION
The topic of my project is HRD in organizations. For the purpose
of my project, I have chosen hospitals and pharmaceutical
companies. I have collected the data from various hospitals as
well as the pharma companies in Delhi, and on that basis I have
completed my project. I have also made a comparison between
the two. I specifically took these companies/institutions as one is
a service industry and another is manufacturing one. Moreover,
the two are quite inter-linked with each other. I have also given
few of the recommendations to improve the HRD procedures in
these organizations.
To start with, one should know the meaning of service
sector. What exactly is a service sector?
Service sector basically includes all those industries which
are not directly into manufacturing goods but are serving the
society by providing services. It includes all those facilities which
are provided to the consumers by the big or small corporates.
To name a few, the following can be the services:
Banking
Insurance
Hospitals
Hotels
Educational Institutes
Call Centers
Clubs
Interior Decoration
Consultancy
ii.
iii.
iv.
v.
vi.
For the purpose of the project I undertook just one aspect of the
manufacturing enterprises i.e. pharmaceutical companies. I
collected my data with the help of well designed Questionnaire
and getting it filled from few of the major pharmaceutical
companies.
What is HRD?
People is the most important and valuable resource every
organization or institution has in the form of its employees.
Dynamic people can build dynamic organizations. Effective
employees can contribute to the effectiveness of the
organization. Competent and motivated people can make
things happen and enable an organization to achieve its goals.
Therefore, organizations should continuously ensure that the
dynamism, competency, motivation and effectiveness of the
employees remain at high levels.
Human Resource Development is thus a continuous process to
ensure the development of employee competency, dynamism,
motivation and effectiveness in a systematic and planned way.
GOALS OF HRD
HRD has multiple goals. These include:
Employee Competency Development Employees require
a variety of competencies (knowledge, attitude, skills in
technical areas, managerial areas, behavioral and human
relations areas and conceptual areas) to perform different
tasks or functions required by their jobs. The nature of
job is constantly changing due to changes in the
environment, changes in organizational priorities, goals
and strategies, changes in the profiles of fellow
employees, changes in technology, new opportunities,
new challenges, new knowledge base etc. such a change
in the nature of jobs requires continuous development of
employee competencies to perform the job well.
Manpower planning
Performance Appraisal and Feedback
Training, Education and Development
Potential appraisal and development
Career planning and development
Compensation and reward
O.D Techniques
Role Analysis and development exercises
Quality of work life and Employee Welfare
Participative Devices
Communication
Counseling
Grievance Redressal
Data Storage and Research
Industrial Relations
(ii)
(iii)
(iv)
(v)
HRD PROCESSES
Every method or mechanism has two dimensions: substantive
(ii)
(iii)
(v)
(vi)
HRD Outcomes
Following are the various outcomes which result from HRD
methods via improvement in the human processes:
(i)
(ii)
(iii)
(iv)
(v)
(vi)
(vii)
(viii)
CHAPTER 2
RESEARCH METHODOLOGY
Meaning: Research means a search for knowledge. Research
is an art of scientific investigation. It is a careful investigation
or inquiry especially through search for new facts in any branch
of knowledge.
Some people consider research as a movement, a movement
from the known to unknown. It is actually a voyage of
discovery.
Research is an academic activity and as such the term should
be used in a technical sense. Research comprises defining and
redefining problem, formulating hypothesis or suggested
solutions, collecting, organizing and evaluating data, making
deductions and reaching conclusions and at last carefully
testing the conclusions to determine whether they fit the
formulated hypothesis.
Research Methodology is a way to systematically solve the
research problem. It is a science of studying how research is
done scientifically.
For Example, an architect, who designs a building, has to
consciously evaluate the basis of his decisions i.e; he has to
evaluate why and what basis he selects particular size, number
and location of doors, windows and ventilators, uses particular
material and not others and the like.
Similarly, in research the scientist has to expose the research
decisions to evaluations before they are implemented. He has
to specify very clearly and precisely what decisions he selects
and why he selects them so that they can be evaluated by
others also.
Procedure:
There are so many hospitals in Delhi-private as well as public. I
selected a few of the private hospitals and one or two public. I
talked to the HR manager there and studied the entire working
and the tasks of the staff of this department.
I studied the work carried on in these hospitals. What is the need
of HR in hospitals? How the work is being carried on? What are
the efforts made by the HR department in providing the
satisfaction to the other staff of the hospitals?
Then for the purpose of making the comparison I visited a few of
the pharma companies. I collected the same information from
there like what is the need of HR? What are the efforts being
undertaken by the HR head to introduce HRD activities in the
organization? How far it has been successful? And various other
similar questions.
I also made a questionnaire to be filled by the concerned
authorities of the hospitals.
On the basis of all the data collected, I completed my research by
arriving at certain conclusions and giving a few recommendations
to improve the effectiveness of the HR departments in these
hospitals.
I searched various other magazines and Journals of these
organizations to substantiate the primary data I have collected.
Findings:
HRD is the emerging thing of today. Every organization whether
large or small can not be left untouched by the HRD. HRD has
become a movement in country. Ten years ago hardly any
organization had HRD departments or talked about it. Today it is
difficult to find organizations that employ large number of people
that do not talk about HRD. Several of them even have HRD
CHAPTER 3
Recruitment process
Unlike many other companies, we always conduct the HR
screening first, and only those candidates found suitable go
through interview. A written test is usually part of the screening,
so that the candidate's communication skills, depth of knowledge,
expression, analytical skills, trouble shooting abilities, etc are
judged. For programmers, an online coding test in their field of
competence is compulsory.
For levels such as project leaders, and managers, we always
conduct one round of interview with the Head - HR, followed by a
Monetary package
Their salary packages are on par with market norms and industry
practices. Fifty percent of the salary is given as the basic and the
balance as HRA and conveyance. In addition to this there are
medical allowances, project bonuses and referral bonuses.
One of the welfare schemes they provide their employees and
their families is a free group insurance cover through Apollo
Hospitals and a majority of the employees are covered by a free
insurance of Rs. 1 lakh.
Incentive policies
They have a quarterly award called the "Star of the Quarter",
which is selected through voting by all employees and the
winning `star' is given a memento along with a gift.
They have a professional development policy whereby employees
may join professional courses or take examinations certified by
organizations and the company bears 50% of the cost of the
course, subject to a certain upper limit. All employees may take
one such course within a block of six months.
Career development
Exposure to a multinational work culture, working on the latest
technologies, opportunities to travel abroad, working for the top
Fortune-500 clients and learn from their best practices. Also,
employees get to interact with their colleagues in other countries
on a day-to-day basis, that gives them global exposure both in
terms of technology as well as working cultures.
Scenario in Hospitals
HRD is most needed in service sectors especially the hospitals.
Hospitals have little to sell but their good services; that make them
uniquely dependent on their employees attitudes and motivationand on HR. It is also most neglected in these sectors. In these
sectors the HRD activity is limited to training. Even the training is
not done enough both qualitatively and quantitatively.
HR plays a crucial role in hospitals. The researchers found that
progressive HR practices such as facilitating employees career
progress, developing orientation/ training/ socialization programmes
for new employees, and eliminating conditions on the job that
inhibit task performance can improve their effectiveness on the job.
In nutshell we can say that the service sector has a lot to learn from
industry.
But there are a number of hospitals where HRD has made its mark.
One such example is of the Apollo Hospital. I surveyed the
hospital and collected valuable information about the HRD activities
undertaken in the hospital.
Formulation of HR programmes
All HR programmes are geared toward achieving their motto
which is Excellence in Patient Care, and their mission is to bring
health care of international standards within the reach of every
individual. They are committed to the achievement and
maintenance of excellence and work towards the betterment of
humanity. They strive to inculcate these aims in each and every
Community
members
programmes
for
the
employee's
family
SAFDARJUNG HOSPITAL
The budget allocation for Safdarjung Hospital for the year
2002-2003 was more than Rs. 86.80 crores. Despite this
enormous allocation, expenditure reported up to 10.3.2000 is
only Rs. 19.27 crores. What is more disturbing is that against a
provision of Rs. 8 crores for Machinery and equipment, there has
been expenditure of only Rs. 1.13 crores up to 10.3.2000.
The hospital Committee has been pursuing the progress made in
the purchase of equipments required for up gradation of the
Burns and Plastic Surgery Department of the Hospital.
Equipments worth Rs. 90.30 lakhs against a sanction for
procurement of equipment worth Rs. 115.86 lakhs have been
purchased up to 1999-2000. The Committee hopes that the
process of procurement of the remaining equipments would be
completed during 2000-2001.
Safdarjung Hospital, the largest hospital under the Ministry of
Health and Family Welfare, provides medical services in all basic
specialties including super specialties and also provides round the
CHAPTER 4
ANALYSIS- A COMPARISON
HRD has the following 8 components and the analysis of the
two sectors has been done on the basis of these instruments of
HRD. The following are the components of HRD and a
comparison is made on the basis of the extent of the
implementation of these components in the organizations. A
comparison between the two is also done to have a better view
of what is being done in manufacturing units in the field of HRD
and what progress it is making in the service sectors.
Performance Appraisal- Performance appraisal includes
identification of key performance areas, target setting,
assessment
of behavioral dimensions, and selfassessment. In an open appraisal system, all information
is available to the appraisee.
It is quite a simple task in pharma sector as compared to
the hospitals. The performance of the employee can easily
be judged on the basis of sales target he has achieved.
Even the incentives can be determined easily on the basis
of this. It is basically a Quantitative analysis. But in
hospitals, this is a highly difficult task to be performed.
Performance Appraisal of the people associated with
hospitals especially Doctors is a very complex procedure.
How can u judge the performance of a doctor? Is it on the
basis of number of patients he has cured? Or on the basis
of success of the operations which he has performed? An
escort corporate is undertaking a survey to evolve the
exact and proper method of evaluation of the
performance of the doctors in hospitals.
Potential Appraisal Potential Appraisal involves
identification of critical functions and qualities required to
perform these functions for each role in the organization,
measurement of these critical attributes, periodic
assessment of employees for potential to perform higherlevel roles and promotion policies.
It is highly vital task in pharma companies. The
employees in the pharma companies are constantly
appraised for their promotions. The rank and profile of a
person increases on the basis of his/her performance. The
assistant manager is constantly trained and appraised to
take the job of a manager and so on. This helps in
increasing their morale and in turn future performance.
But, in hospitals potential appraisal is a difficult task and
also is seldom done. A ward boy remains a ward boy, u
cannot make him a doctor. Moreover, Doctors are experts
in their own fields; they cannot be shifted to another
specialty. For example, a heart surgeon cannot become a
neurologist even after 10 years of practice in his field.
This is because they are experts in their own fields.
Career Planning and Development System it usually
includes identification of career opportunities within the
organization, plans for organizational growth, promotion
policies,
feedback
and
counseling,
job-rotation,
identification of career paths, and managing of problem
employees.
In pharma companies, career planning of an individual is
highly considered. A person is provided with the various
opportunities and a number of promotion policies are
there. A person can become a regional manager from a
medical representative in the span of just 3 years.
Pharma companies provide ample opportunities for the
promotion as well as development of employees. There is
also a system of job-rotation or area rotation. A person
who is working in South Delhi may be shifted to West
Delhi to make his task more challenging. The profile of
the worker may also be changed.
In hospitals, career planning is basically done by
migrating the doctors to perform certain operations in
other hospitals or in other countries. Many doctors went
CHAPTER 5
EMERGING TRENDS
There are some of the emerging trends in the field of HRD
which, if implemented in the organizations can prove to be
very fruitful for them. These basically aim at the selfdevelopment of the employees so that they can perform
better and improve their work performance as well as their
effectiveness at the work-place. This will in turn lead to the
organizational effectiveness. The trends can be listed as
follows:
Stress management
One of the implicit functions of HR is the responsibility of
overall organizational health. It is a very important scenario
now-a-days. HR people need to step up to the plate,
recognize signs and proactively introduce preventive stress
management to reduce or mitigate potential stressors and
resultant strains.
While the benefits of working at a job-place are many but
are often incurred at a cost- Job Stress, and the nature of
our 24-hour economies and porous boundaries between time
zones across the globe, only exacerbate the cause for more
stress. Job related stress has been referred to as twentieth
century disease that has permeated mostly all occupations
today.
There are several ways an organization can diagnose the
presence of stress in the organization.
1. Surveying employees either using a questionnaire or in
person about their experiences in the workplace can be
revealing.
2. Conducting focus groups can be effective not only in
diagnosing issues but to mitigate the impact of
stressors.
3. Consultants or stress management experts can be
called to observe the working style of employee at the
work place.
You have heard people say Thank God, its Friday. What
would you say if you hear Thank God, its Thursday?
Flexible work option is really a great and emerging trend in
most of the companies in the manufacturing sector. It has
greatly saved the employees to devote their full time at the
work place. They just have to devote a fixed number of
working hours. It has also helped the young graduates to
grab these jobs side by side of their courses.
With the increasing advent of women in the work place,
there has been an increase in the proportion of dual earning
couples in the workforce, where both partners aspire
towards long term goals.
Flexi time takes the shape for some in the form of a reduced
work week, contract positions, early hours, part time work
or job sharing. It provides both organizations and individuals
the opportunity to engage in a win-win situation because the
organizational exchange between the two remains healthy
and ultimately leads to improved performance, reduced
turnover, higher employee satisfaction and greater employee
retention.
Furthermore, organizations can benefit monetarily from
hiring contract employees, as they are not required to pay
Achievement Motivation
Achievement motivation is the key to personal and
organizational success. Fortunately, it is a learnable behavior
and organizations would benefit tremendously from training
their people to become more achievement motivated, so
that they make a paradigm shift from why to why not.
Achievement motive or the ability to stretch beyond the
known horizons is the foundation stone for productivity and
performance-oriented work behavior. A person high on this
motive is likely to derive satisfaction from doing work that
challenges his capabilities, even if he has to take risk, learn
new competencies and manage many constraints for that.
An
organization
characterized
by
predominantly
achievement-oriented work climate can be easily expected
to reach the pinnacle of success and prosperity.
Achievement Motive can be understood as a desire in an
individual to excel with regard to some chosen standards of
performance and to achieve something unique. This desire is
supported by an ability to take necessary risks to achieve
what he has set out for, a commitment to make requisite
efforts, learn new skills, and willingness to take personal
responsibility for creating an environment around himself
that is conducive for his goal realization.
It is sometimes suspected that a person with a highly
developed need for achievement may not prove to be an
effective team player. It is seen that people with
predominant need for achievement may tend to be overly
engrossed in their work and lack sensitivity and
perceptiveness towards problems of people they work with.
To counter these fears it is advocated that such an individual
should try to inculcate in his disposition affiliation and
extension motives.
An individual will deliver quality performance only when he is
committed to the cause of the organization. This
commitment comes from the sense of belongingness
towards the organization. If an individual feels important in
an organizational set up, he likes to invest his best for the
CHAPTER 6
RECOMMENDATIONS
On the basis of my observations and findings, I am giving some
of the recommendations to improve the effectiveness of the HR
department in the organizations. The recommendations have
been bifurcated for the private hospitals and pharma companies
on the one hand and the govt. hospitals on the other. There are
separate recommendations for the both because of the fact that
there are no proper HR departments in the govt. hospitals
whereas in the private hospitals and pharma companies there are
not just the big departments but are also doing the great job.
Few of the recommendations have been given to these
organizations:
Enhancing team effectiveness
Clearly, this is only the beginning of research to determine both
the effectiveness of this tool and what can be accurately
described in terms of process effectiveness on global teams.
Here are some areas which need to be researched:
1. Demographic research: How does nationality or cultural
differences influence the process effectiveness of
teams? Do teams with members of many cultures have
significantly different results on group process than do
teams with fewer cultures? How does homogeneity or
heterogeneity of age or gender influence processes on
such teams?
2. Measures over time: Do teams tend to improve their
functioning in general over time without interventions?
3. What is the relationship between types of interventions
to improve team effectiveness and GTPQ-measured
changes in effectiveness?
4. Relationship of teams to the larger organization: What
conditions in the larger environment foster team
process effectiveness? What conditions can decrease
such effectiveness? Are global teams in merging
CHAPTER 7
BIBLIOGRAPHY
RAO, T.V, SINGH, KULDEEP, Selected Readings in
HRD, Tata McGraw Hill Publishing Company, 1996
Edition.
RAO, T.V Personnel Management, Tata McGraw Hill
Publishing Company, 6th edition.
PAREKH,
UDAI,
RAO
VENKATESHWARA,
New
Directions in HRD, Tata McGraw Hill Publishing
Company, 2nd edition.
HUMAN CAPITAL, Vashima Printers, Vol. 7, No. 7,
December, 2003, No.8, January, 2004, No.9, February,
2004, No.10, March, 2004.
THE HINDU BUSINESS LINE, Friday, January 9, 2004.
THE HINDU OPPORTUNITIES, Wednesday, April 19,
2000.
THE TRIBUNE, Chandigarh, Tuesday, January 18,
2000.
INTERNET
VISIT TO HOSPITALS AND PHARMA COMPANIESPRIMARY DATA
CHAPTER 8
QUESTIONNAIRE
Name of the organization
Location
Sector
Name of the HR head
Q.1 what do u understand by HRD?
..
Q.2 what do u think is the need for HR department in your
hospital/company?
...
Q.3 Is there a separate HR department in your hospital/company?
If not, who is responsible for handling HR activities in the
organization? How he handles this?
..
..
..
Q.12 How much emphasis is laid on the organization development
and research in your related field?
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