INTRODUCTION

Right man at right place and the right time is the guiding path for
setting up for selection and recruitment procedure in any organization. The
labor investigation committee rightly observed that recruitment is the first
step in employment of labor and naturally the method and in the
organization by mean of which labor is brought into the industry has a lot
to do with ultimate success or failure of such employment. If proper care is
taken in the recruitment of labor force, the employment, the workers and
the community at large are bound to benefits to a great extent.
Recruitment policies and practices of different organization are
varied and diverse. Organization have to be fully aware of the mandatory
necessary of tapping the right source for ensuring that the best available
talent are selected and inducted into the organization. The selection process
and techniques of a large number of organizations are inadequate or faulty
resulting in poor outputs and ineffective functioning. This is especially true
to the public sector undertakings where the intakes are sub standard
necessitating recurring expenditure on training subsequent to their
selection and induction into the organization.
SOURCE OF RECRUITMENT:

The initial stage of Acquiring human resources starts with:

1. Recruitment.

2. Selection.

Recruitment is actually studied as the intakes of all kinds of applicants

matching them to the demand and description of the job .it also
describes the method of attracting the candidate to the work area or

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 work criteria. Hence forth the recruitment system is designed differently
in the different firms. Basically the recruitment process is designed in
two basic types these are:

 INTERNAL RECRUITMENT

 EXTERNAL RECRUITMENT

INTERNAL RECRUITMENT

Recruitment done in the firm internally is called as internal

recruitment that is the vacancies which are inside the firm could be
occupied by the people in the firm by the process called:

Job posting and bidding.

It could be explained as of the employee of the specific company

interested to act on a change on his work profile apart a condition that
there should be vacancy in the company he could go with this kind of
processes.

These days’ postings are computerized and have become easily

accessible to employees. Computer software helps easily them to match up
the ability and skills.

Inside moon lighting

Taking up of additional work if there are fairly compensated is the policy

of inside moon lighting. It even explains that some of the employees are
ready to do other kind of job apart from the profile of job to which they are
proceeded to apart of the condition that the pay would be increased or
hiked. And hence these are two basic types of internal sources.

EXTENAL RECRUITMENT

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  Direct recruitment by Advertisement
 Campus Interview
 Employee Reference
 Consultancies
 Job hubs (E-Recruitment)
 Job mela

As any company needs and respects the old employee of the firm, it also
needs the fresh employee through which they could bring some good
improvement to the firm’s condition and can take it very near to
development globally. They are again divided by different parts they are:

DIRECT RECRUITMENT BY ADVERTISEMENT

The source of recruitment for the post occurs normally an
advertisement is issued in leading newspapers on all India bases to tap the
potential candidate available from the market. Simultaneously other
sources of recruitment are also tapped. However where the job requires
exceptional skills, knowledge and experience, which are normally
available in Employment market

MEDIA ADVERTISEMENTS

Any kind of position or vacancy could be given through as a

information by the firm through different media devisees they all could be
as newspapers, billboards, subway, bus cards, radio, and television.

E-RECRUITMENT

Recruiting the correct candidate and allowing him to attend the

rounds of interview by sourcing the candidates through the online websites
and web addresses such that we could get the best candidate.

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EMPLOYMENT AGENCIES

These actually help a candidate to get a job in any kind of reputed

company or any kind of reputed firm .it helps the candidate with every
kind of job which they want. These only could take the candidate to the
door steps of the jobs.

SPECIAL EVENT RECRUITMENT

This activity also helps a candidate to fetch a job as this activity is

been dine in open kind of place where every kind of companies and every
kind of people comes for the help of each other.(job mela) is an example of
this kind of activity.

CAMPUS INTERVIEW

This is a kind of recruitment in which all the college students are been
involved to attended interviews to the different companies in there final
year of there education such that they could get best of there opportunities
and chances, apart from these the company also gets a huge number of
talented candidates in one shot.

The next step which comes to action is selection of the employee.

Selection is termed to be one of the process in which the talented
candidates who all were recruited are short listed from the basic list and
checked by there capacities and talent and from there are treated to be
employee of the basic company.

SELECTION METHOD
The company select candidate through the following methods.
 INITIAL SCREENING BY HR
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  WRITTEN EXAM

 ONLINE APPLICATION

 COMMUNICATION PANEL

 TYPING TEST

 TECHNICAL ROUND

 ONLINE EXAM (CAS)

Under the selection process there are different kind of test, these test
are performed regularly in different kind of firm such that we could
understand the corresponding candidate ability and his standard. Some of
the tests are:

 Job sample performance test: in this kind of test the person is given
the same kind of job which he is going to perform in the company
and he is checked virtually in some parameters and if he shows some
good result he would get selected

 Cognitive test: in this kind of test the verbal and math ability is
tested. If the candidate is good at both the department of math and
verbal then he is pushed in the firm.

 Psychomotor test: in this kind of test the person mental ability is

checked, it is checked that whether the person is good in the mental
status and could handle any kind of situation properly or not.

 Personality test: it is also some what related to the before one but

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 this actually produces the correct result about the employee and also
governs his character to the company.

 Temperament test: this also done to check weather the employee is

going to stick with our firm for long time or he is looking for any
short span of job and also shoes all the related characters too.

 Poly graph test: actually a check how correct and how honest are the
person and check his modality of truth fullness and also describes
his character.

NEED, SCOPE AND OBJECTIVES OF STUDY

NEED
A study on recruitment and selection policies has been undertaken. A
good recruitment policy in its broadest sense involves finding the best
qualified persons for each job, retaining best and most efficient people,
providing good opportunities for developing the career of employment,
matching the qualities of the employees with the requirements of the
organization and ensuring that each employee works for organizational
interest and achieves the objectives of the organization.
Human resource is playing major role in the RETAIL industry. It is very
important to select right person for the right job at the right time, which
can perform the job successfully with high standards.
 People with friendly and outgoing personality, self discipline are mainly
needed for this type of industry because a customer sees a company
through its employees.
 The employees are mainly in contact with the customer depending upon
the jobs they are performing.
 Recruitment and selection has been regarded as the most important

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 function of personal administration, because unless the right people are
hired, even the best plans of the organizations and control system would
not do much good to the organization.
 Human resources are the assets to the organization. Any organization
will get its recognition through its employee’s performance, skills,
innovativeness and their professional knowledge.
 Hence we can say selection and recruitment plays major role in the
organization. It’s the responsibility of the organization to hire that right
personnel to increase their productivity and overall performance of the
organization.
METHODOLOGY
Research is common parlance refers to a search knowledge. One can
also define research as a science and systematic search for information on
specific topic. In fact, research is an art of science investigation. Some
people consider research as a movement, a movement from known to
unknown. In short the search for knowledge through objective and
systematic method of finding solution to a problem is research. The
systematic approach covering generalization and the formulation of a
theory is also research. As such, the term ‘Research’ refers to the
systematic method consisting of enunciation the problem, collecting the
fact or data analyzing the facts and reaching certain conclusion, either in
the form of solution(s) towards the concerned problem or in certain
generation for some theoretical formulation.
RESEARCH DESIGN
A Research design is an arrangement of condition for collecting and
analysis of Data in manner that to combine relevance of research purpose
with economy in procedure. It is conceptual structure within research is
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conducted. The current research on Recruitment and selection process in
Shoppers Stop is a descriptive research.

The data for the present study is collected from primary and
secondary sources.

1. Primary Sources:

Data is collected by personal discussions with senior officer-

management development and training manager and also contacts with
various staff members of the personnel department.

2. Secondary Sources:

The information regarding the study is also collected from various

reports and journals of SHOPPERS STOP Pvt. Ltd. and also from various
textbooks.

A questionnaire of about 16 questions regarding the subject was put

to the employees of SS (Annexure-1). This questionnaire gives us a
measure of executive development and how far the training is helpful in
shaping their personality and in developing their inter and intra personal
relations
CHAPTERIZATION

The entire topic on which the project depends is “RECRUITMENT

AND SELECTION” in SHOPPERS STOP PVT. LTD.. This is the focus
issue on which the entire six weeks project depends consists of five
chapters.
 The first chapter is about the introduction of study in
RECRUITMENT AND SELECTION.

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  The second chapter is about the industry profile and company profile
of SHOPPERS STOP PVT. LTD.
 The third chapter explains about the theoretical framework of
RECRUITMENT AND SELECTION.
 The fourth chapter includes the questionnaire and analysis of
graphical representation.
 The fifth chapter includes the summary, findings & learning’s,
suggestions, conclusion and Bibliography.

LIMITATIONS OF THE STUDY

1 As the managers of the organisation are busy with their work

schedule it was difficult to collect detailed data.

2 Time was the major constraint as the mentioned period was

not enough to collect the data in detail.

3 Survey was done only with the sample size of 100 as the employees
of the company work in shifts and as they are busy with their
schedule.

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 CHAPTER-2

INDUSTRY PROFILE

Retailing in India is one of the pillars of its economy and accounts for 14
to 15 percent of its GDP. The Indian retail market is estimated to
be US$ 500billion and one of the top five retail markets in the world by
economic value. India is one of the fastest growing retail markets in the
world, with 1.2 billion people.

As of 2013, India's retailing industry was essentially owner manned small

shops. In 2010, larger format convenience stores and supermarkets
accounted for about 4 percent of the industry, and these were present only
in large urban centers. India's retail and logistics industry employs about 40
million Indians (3.3% of Indian population).

Until 2011, Indian central government denied foreign direct

investment (FDI) in multi-brand retail, forbidding foreign groups from any
ownership in supermarkets, convenience stores or any retail outlets. Even
single-brand retail was limited to 51% ownership and a bureaucratic
process.

In November 2011, India's central government announced retail reforms

for both multi-brand stores and single-brand stores. These market reforms
paved the way for retail innovation and competition with multi-brand
retailers such as Walmart, Carrefour and Tesco, as well single brand majors
such as IKEA, Nike, and Apple. The announcement sparked intense
activism, both in opposition and in support of the reforms. In December
2011, under pressure from the opposition, Indian government placed the
retail reforms on hold till it reaches a consensus.

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In January 2012, India approved reforms for single-brand stores
welcoming anyone in the world to innovate in Indian retail market with
100% ownership, but imposed the requirement that the single brand retailer
source 30 percent of its goods from India. Indian government continues the
hold on retail reforms for multi-brand stores.[8]

In June 2012, IKEA announced it had applied for permission to invest $1.9
billion in India and set up 25 retail stores. An analyst from Fitch
Group stated that the 30 percent requirement was likely to significantly
delay if not prevent most single brand majors from Europe, USA and Japan
from opening stores and creating associated jobs in India. (subscription
required)

On 14 September 2012, the government of India announced the opening of

FDI in multi-brand retail, subject to approvals by individual states. This
decision was welcomed by economists and the markets, but caused
protests and an upheaval in India's central government's political coalition
structure. On 20 September 2012, the Government of India formally
notified the FDI reforms for single and multi-brand retail, thereby making
it effective under Indian law.

On 7 December 2012, the Federal Government of India allowed 51% FDI

in multi-brand retail in India. The government managed to get the approval
of multi-brand retail in the parliament despite heavy uproar from the
opposition (the NDA and leftist parties). Some states will allow foreign
supermarkets like Walmart, Tesco and Carrefour to open while other states
will not.

Organized retailing, in India, refers to trading activities undertaken by

licensed retailers, that is, those who are registered for sales tax, income tax,
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etc. These include the publicly traded supermarkets, corporate-
backed hypermarkets and retail chains, and also the privately owned large
retail businesses.

Unorganized retailing, on the other hand, refers to the traditional formats

of low-cost retailing, for example, the local corner shops, owner manned
general stores, paan/beedi shops, convenience stores, hand cart and
pavement vendors, etc.

Organized retailing was absent in most rural and small towns of India in
2010. Supermarkets and similar organized retail accounted for just 4% of
the market.

Most Indian shopping happens in open markets or numerous small grocery

and retail shops. Shoppers typically wait outside the shop, ask for what
they want, and cannot pick or examine a product from the shelf. Access to
the shelf or product storage area is limited. Once the shopper requests the
food staple or household product they are looking for, the shopkeeper goes
to the container or shelf or to the back of the store, brings it out and offers
it for sale to the shopper. Often the shopkeeper may substitute the product,
claiming that it is similar or equivalent to the product the consumer is
asking for. The product typically has no price label in these small retail
shops; all packaged products must display the maximum retail price above
which the product cannot be sold. It is a criminal offence to do so. . The
shopkeeper can price the food staple and household products arbitrarily,
and two consumers may pay different prices for the same product on the
same day but never will those price be above the maximum retail price.
Price is rarely negotiated between the shopper and shopkeeper. The

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shoppers usually do not have time to examine the product label, and do not
have a choice to make an informed decision between competitive products.

India's retail and logistics industry, organized and unorganized in

combination, employs about 40 million Indians (3.3% of Indian
population).[19] The typical Indian retail shops are very small. Over 14
million outlets operate in the country and only 4% of them being larger
than 500 sq ft (46 m2) in size. India has about 11 shop outlets for every
1000 people. Vast majority of the unorganized retail shops in India employ
family members, do not have the scale to procure or transport products at
high volume wholesale level, have limited to no quality control or fake-
versus-authentic product screening technology and have no training on safe
and hygienic storage, packaging or logistics. The unorganized retail shops
source their products from a chain of middlemen who mark up the product
as it moves from farmer or producer to the consumer. The unorganized
retail shops typically offer no after-sales support or service. Finally, most
transactions at unorganized retail shops are done with cash, with all sales
being final.

Until the 1990s, regulations prevented innovation and entrepreneurship in

Indian retailing. Some retails faced complying with over thirty regulations
such as "signboard licenses" and "anti-hoarding measures" before they
could open doors. There are taxes for moving goods to states, from states,
and even within states in some cases. Farmers and producers had to go
through middlemen monopolies. The logistics and infrastructure was very
poor, with losses exceeding 30 percent.

Through the 1990s, India introduced widespread free market reforms,

including some related to retail. Between 2000 to 2010, consumers in

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select Indian cities have gradually begun to experience the quality, choice,
convenience and benefits of organized retail industry.

COMPANY PROFILE

ORIGIN AND HISTORY:

Shoppers Stop is an Indian retailing company promoted by the K

Raheja Corp Group, started in the year 1991 with its first store
in Andheri, Mumbai. Shoppers Stop Ltd has been awarded "the Hall of
Fame" and won "the Emerging Market Retailer of the Year Award",
by World Retail Congress at Barcelona, on April 10, 2008. Shoppers Stop
is listed on the BSE. As of 2014, Shoppers Stop has 74 stores in India.

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Store:

Shoppers Stop is one of the leading retail stores in India. Shoppers Stop
began by operating a chain of department stores under the name
“Shoppers’ Stop” in India. Shoppers Stop has 74 stores across 35 cities in
India. Specifically, Shoppers Stop stores retails clothing, accessories,
handbags, shoes, jewelry, fragrances, cosmetics, health and beauty
products, home furnishing and decor products.

Shoppers Stop launched its e-store with delivery across major cities in
India in 2008. The website retails all the products available at Shoppers
Stop stores, including apparel, cosmetics and accessories. Shoppers Stop
opened stores in Amritsar, Bhopal and Aurangabad.

Products

Shoppers Stop retails products of domestic and international brands such

as Louis Philippe, Pepe, Arrow, BIBA, Gini & Jony, Carbon, Corelle,
Magppie, Nike, Reebok, LEGO, and Mattel. Shoppers Stop retails

15
merchandise under its own labels, such as STOP, Kashish, LIFE and
Vettorio Fratini, Elliza Donatein, Acropolis etc. The company also
licensees for Austin Reed (London), an international brand, whose men's
and women's outerwear are retailed in India exclusively through the chain.
In October 2009, Shoppers Stop has bought the license for merchandising
Zoo zoo the brand mascot for Vodafone India.

Marketing

In April 2008, Shoppers Stop changed its logo and adopted the mantra
"Start Something New" and introduced international brands like CK Jeans,
Tommy Hilfiger, FCUK, Mustang, Dior across the stores.

Loyalty program and Co-branded Credit Card

Shoppers Stop’s has a loyalty program called First Citizen. They also offer
a co-branded credit card with Citibank called the First Citizen Citibank
Titanium Credit Card for their members. New Shoppers Stop branch has
been opened in "The Grand Mall", 137, Seetharam Nagar Main Road,
Velachery Main Road, Chennai - 600042

Merchandising

Merchandising opportunities like the launched Zoo zoo merchandise and

film merchandise.

Shops

Shoppers Stop's sister stores are

Crossword Bookstores

Crossword Bookstores is the largest chain of bookstores in India with 83

branches. Shoppers Stop acquired 100 per cent stake in bookstore chain

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Crossword.[6] Crossword is positioned as a lifestyle bookstore with their
spacious, well laid out stores which encourages customers ease in
browsing through the merchandise of books, music, stationary and toys.

Homes top

Homes top is premium home furnishings home concept store, which offers
products in home decor, furniture and accessories, bath accessories,
bedroom furnishings, mattresses, draperies, carpets, modular kitchens and
health equipment.

Brio

Brio has 20 outlets in select cities. Café Coffee Day (CCD), the retail
division of Amalgamated Bean Coffee Trading (ABCTL), has signed an
MoU with Shoppers Stop to run its BRIO outlets.

Desi Cafe

Desi Café and their operations have been taken over by Café Coffee
Day (CCD), the retail division of Amalgamated Bean Coffee Trading
(ABCTL), has signed an MoU with Shoppers Stop to run its Desi Café
outlets.

Hyper City

Hyper City offers a contemporary range of products, sourced from both

local and international markets. The product range covers: Foods and
Grocery, Home ware, Home Entertainment, Hi-Tech, Appliances,
Furniture, Sports, Toys & Fashion.

17
Mother Care

Mother Care and Shoppers Stop stocks a variety of products for mother
and babies, toddlers and children till eight years of age. The UK-based
maternity and kids wear brand has nine standalone and 13 shop-in-shop
formats.

Nuance Group

Nuance Group with Shoppers Stop makes an entry into airport retailing.
The alliance is marked with a joint venture with The Nuance Group AG of
Switzerland, the world’s leading airport retailer. Shopper's Stop Ltd. is
handling the retail operations at the duty-free zones in international
terminals. The joint venture company, called Nuance Group (India) Private
Limited. is operating outlets at the International airports at Bengaluru and
Hyderabad.

Hyper City-Argos

Hyper City-Argos and Shoppers Stop, the two retail ventures of K Raheja
group had signed a memorandum of understanding with UK’s leading
retail chain Home Retail group to develop the Argos (retailer) retail format
stores in India. Two years later, Shoppers Stop Ltd has informed Bombay
Stock Exchange shall wind down and discontinue its catalogue retail
operations under the hyper city-Argos brand

ORGANISATIONAL STRUCTURE:

The board of Shoppers Stop Pvt. Ltd. is governed by the most

perfect managers. The top most authority of the whole SS is administered
and controlled by the president and managing director. The CEO of this
company Dilip vellodi who is also the chairman of the company governs it

18
 and handles the company with the care which could get the best from any
kind of parent to his children.

All the different of the company works on its own in a decentralized

format which helps the development of the company as well as the firm in
a perfect order

ORGANIZATIONAL CHART FOR SHOPPERS STOP GROUP OF

COMPANIES:

ORGANIZATION CHART
Shoppers Stop Pvt. Ltd.

Director (branch)

Section of presidents

SR.V.P. (HR. & MKTG) V.P. (PRO. & SER)

(ASSOCIATE) .V.P. & CFO

GM- AGM AGM AGM AGM AGM& AGM AGM MGR -

SR.MGR -
OPre . OPre PRo P&S Maint. RH-HR (SH&E) QC
IA FINANCE

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Team leader Group leader SR executive
Team leader
(Managing) (Functional area) (Subject
expert) (Audit and finance)

(All associate and executive come under this level)

 Associate. (A1, A2, A3………………………………………).

 Executive. (E1, E2, E3……………………………………….).

FUNCTIONS:

The vice president of production and service is overall in charge of

production and implementation of all the projects in time with a workforce
of around 175 associates and 475 executives.
The vice president finance is in charge of overall fund management,
internal audit and secretarial functions. A work force or around 30
Executives and 35 SR executive are under his control.

The Sr. Vice President marketing is in charge of overall marketing of

SS finished products as well as the by-products.
THE FUNCTIONS OF OTHER EXECUTIVES ARE:
1. GENERAL MANAGER - OPERATIONS:

General Manager – Operations is responsible for smooth running of

all process plants including bagging operations. One AGM & other
process plant Heads will directly reports to him.

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2. AGM OPERATIONS:

Asst. General Manager of operations is responsible for efficient

running of Bagging & Product Handling Plants in addition to Management
Information System of all Operations Department. About 8 sr Executives
and 100 associates report to him
3. SR. PROGRAM MANAGER:

Sr. Manager of program is responsible in maintaining statutory

program and other client’s records. 10 team leader and 36 executive assist
him.
4. AGM-MAIN:

Asst. General Manager of main is responsible in building skill gap

of all the human resources of the organisation by requisite training and
development. 3 functional specialists assist him and 2 operators who
execute all HR philosophies and administer officers wage administration.
5. SUBJECT MATTER EXPERT:

Subject matter expert are ordered to help with the functional area
and help them with the expert system which they have, they even help in
sourcing the data and all the necessary kind of stuff through the important
system tracker which they have.
6. AGM – QUALITY CHECK:

Asst. General Manager – Quality is responsible for the best outcome

in quality in the zone of products and there performance, in this sector the
associates are checked on the terms of call and a particular audit session is
been worked checking the quality of the phone calls.

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7. AGM & RH- HR:

AGM & RH – HR is responsible for recruitment of executive and

associate. He is also responsible for execution of all welfare measures and
for security arrangement of operation floor. 8 team leaders and 40
executive assist him.
8. ASST.GENERAL MANAGER- SAFETY, HEALTH AND
ENVIRONMENT:
AGM- safety, health and environment is responsible for
identification of hazardous areas and in suggesting remedial safety
measures and its effective compliance. He also arranges medical check
ups.
THE EMPLOYEES OF THE ORGANISATION ARE DIVIDED INTO
THREE GRADES.
They are:
1. ASSOCIATES:
The associate are the fresher who are taken in the firm to handle the
calls .they do handle international calls from the client which process
under UK,US customers and these are categorized under level-0.
2. EXECUTIVE AND SR EXECUTIVE:
These are the group of people who are subsisted as of level-1to
level-2 employee who all can handle all sorts of call and are categorized as
tenure group of people with good and handsome kind of salary.
3. TEAM LEADER AND TEAM MANAGER:

 The team leader and team manager is graded into level-3, level-4 &
level-5.

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  Thus according to the ranks the employees of Shoppers Stop Pvt.

Ltd. are graded and the company runs round the clock. The employees

work in shift timings.

The timings of the three shifts are:

 0700 hrs to 1500 hrs

 1500 hrs to 2300 hrs

 2300 hrs to 0700 hrs

The general shift is from 0800 hrs to 1630 hrs. Thus the employees
working under all the shift timings receive all the welfare facilities like
canteen, transport, drinking water etc.

The plant is situated in different parts in India .this basic field is

called as Shoppers Stop operations which is again dived into two different
parts as

Overseas operations

 India operations

 Visakhapatnam (Rushikonda)

 Kochi (Kakkanad)

 Mumbai (Malad)

 Chennai

SHOPPERS STOP IN INDIAN CONTEXT:

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 In Indian context Shoppers Stop has opened four centres in Mumbai,
cochin, and Chennai is having 6 centres .apart from that Shoppers Stop has
opened a centre in Visakhapatnam in the place called kennexa parks which
is situated in rushikonda which could be treated as one of the best and
beautiful placeless in town most of the area is surrounded by beach and
mountains.

This is a place of 25 Acer of area and is having all kinds of require things
which is needed for the kind of operations which it have.

Operations at vizag were started off in May 2014 with only a basic
collection of 845 employees.

The clients who concerted on the parts of the place were from the
international structure as of Microsoft, Symantec and Acer.

STRENGTHS OF SS

 SS promoted by many internationally multinational dealings.

 Good manpower productivity and industrial relations.

 Low capital cost hence cost of production is low.

 Excellent maintenance practices and timely planned replacement

decreasing down time in plant.

 Reliable supply of raw materials, long time contract with suppliers

for supply of raw materials.

 Well located in respect of raw materials and market.

 Adequate amount of production.

 Company enjoys a good brand image and value.

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PRINCIPLES OF SS:

 To propagate and adhere the group values and beliefs.

 To achieve cost effective operations through profitable funds

management and efficient financial control.

 To create cost and quality consciousness at all levels.

 To increase levels of employee motivation, commitment and sense of

belonging.

 To strictly adhere to all statutory norms on environmental protection,

pollution control and ensure total safety to employees and
neighbourhood.

 To use information technology as a strategic tool for management.

ACHIEVEMENTS:

Shoppers Stop Pvt. Ltd. a reputed RETAIL company in India stood

first in achieving the following:

1. First in world to achieve the award for best customer relation

management and deserve the best competency to achieve any kinds of

award related to that field.

2. First in world to get the best certification on the basis of customer

operation performance centre (copc).

3. First in India to show the best usage of technical ability and standards of

the technical background matching up with the best usage of technology.

25
4. First RETAIL in India to focus on the creditability of going green apart

from the task they do and considered to be as if the social welfare program

apart from the hectic task they perform.

FUNCTIONAL AREAS:
Shoppers Stop Pvt. Ltd. comprises of three functional areas. They are:

 Production and services.

 Marketing and Human resources.

 Finance and Audit.

PRODUCTION AND SERVICES:

The main objectives of production and services unit of SS are:

 To be the best RETAIL in terms of CRM.

 Emphasis in good services to the overseas customers.

 Striking things with best outcome.

The RETAIL which is just opened in the coastal plains of vizag is going by
good speed and developing itself in great value. It is not only developing
the state but also developing the overlook of Indian people. The products
of this company could be treated as the satisfaction which the customer
gets and he services that the customer’s relates. Top of that it works for
three major clients as:

 Celio

 SYMANTEC

 PAYPALL

26
 This RETAIL provides services to the customers of the countries like
United States, United Kingdom etc…

PRODUCTS:

1. Basically the products of the company is the product of the client

that is Celio,UCB etc. garments produces these are sold to the
customers by the people of Shoppers Stop.

2. Symantec is a kind of anti virus which is produced by Symantec

company and is sold by the associates and the executive of
Shoppers Stop Pvt. Ltd.

3. Pay pall is kind of company which handles the credit cards and
debit cards as if the product, Shoppers Stop helps them to sell the
cards to the customers in overseas.

These products are sold not only in the India but all the international
company too.

POWER:

The major department in this RETAIL is the field of marketing and

human resource management.” yes marketing would look very strange in
the consideration of a RETAIL but he important thing is the people
working in RETAIL sector sells the product to the customers which is in
short called as marketing through calls” hence marketing is major element
of the company.

MARKETING:

Relating to the field of marketing the objectives are:

27
  Explore new market areas.

 Minimum distribution cost and lead time

 Provide meaningful information to management in time.

 Ensure quality and timely positioning of products as per market

needs.

The major products of SS are the products of there client they

resolve every problem related to customers and clients and hence these all
come under a special category of marketing which is called customer
relationship and management or CRM which has bought the human
resource and marketing to common base and common note.

Quality Policy:

The quality issues of the company is always a major concern it explains all
the defaults and all the basic standards of the company as:

 NMSDC Certified (national minority supplier diversity council)

 PCMM level Certified(people capability maturity model)

 TRUSTWAVE Certified.

 BSI Certified(British standard institution)

 COPC Certified

 SAFE HARBOYR Certified

These are some of the quality centres where the quality is checked.

3. Finance:

as all the companies the finance and the audit department is taken to
be under a great concern as under the department of finance they have
28
work against the salary issues of the employee and the revenue taken by
the company after the great amount of task done .it regulates all the
competency of the targets of portability as this would be a given proof such
t5hat it could said that the company is developing or it is developed.

The main objectives of finance department are:

1. Effective funds and foreign exchange management

2. Controls cost including reduction in interest cost

3. Tax planning

As per the balance sheet stated on 31 st March 2001the fixed assets of

the company cost around 99 corers and has gained a net profit of around
46.87 cores for the year 1999-00. Except for a couple of years SS is being
continuously a profit based company.

The company is of vital importance to our economy as it is linked with all

the companies or the clients which are from overseas and the currency
level also is been increased apart from that it is an important issues that the
relation of the different countries develop and has a great relation and
hence there could be visible amount of development on both the sides..

PERSONNEL DEPARTMENT OF SHOPPERS STOP PVT. LTD.

Shoppers Stop Pvt. Ltd. gives importance to human resources and it lays
emphasis on human safety and welfare. Presently the company comprises
of about 600 employees and all of them are well managed and controlled.

OBJECTIVES:

The main objectives of personnel department in Shoppers Stop Pvt.

Ltd. are:

29
1 Organisational restructure through re-skilling and re-deployment

2 Training in core competency areas

3 Employee cost reduction through manpower rationalisation and

optimum utilisation.

Personnel department at Shoppers Stop Pvt. Ltd. is classified into

two departments.

They are

1. HUMAN RESOURCE DEPARTMENT:

This department deals with the matters pertaining to managerial staff

and is headed by General Manager & Regional Head – HR who looks after
the matters like recruitment, career planning, training and development,
performance appraisal and smooth administration of remuneration and
policies of all categories of employees of Visakhapatanam. Same kind of
stuff and works are been carried by different department and with different
resources in all the other branches of Shoppers Stop Pvt. Ltd..

HR POLICY:
This human resource policy was drafted in the year 2000 in May and
it is considered to be the corporate commitment.

1 To create and nurture an organisation culture committed to multi

disciplined teamwork in order to meet the customer’s needs with high
quality products and services.

2 To facilitate and provide an environment congenial for continual

learning aimed at increasing proactively, creativity and adaptability.

3 To devise and sustain an appraisal and reward system which is based on

30
 performance and merit.

Apart from these HR polices could be explained as of:

ATTENDANCE RELATED POLICIES

 Attendance
 Company off Policy
 Leave policy
TRAVEL POLICES
 Domestic deputation policy
 Relocation expenses policy
STANDARDS OF CONDUCT & OTHERS
 Employee related Policy
 Code Of conduct
 Dress Code
 Infosec Policies

RECRUITMENT:
The company has a policy that the new employee should be
carefully chosen as he has to handle the job not only for his ability but also
for his suitability of future advancement. The requirements of the job shall
be the determining factor in the selection and placement of the applicants
and employees who satisfy the required qualifications and requirements of
the job shall be preferred.

THE MAIN MANPOWER SOURCES OF THE ORGANISATION ARE:

1 Resumes or the applications received in personal or by mail.(walk in)

2 Job consultancy.

31
3 Advertisements in local press.

4 Direct interviews from colleges, universities and colleges.

SHOPPERS STOP Pvt. Ltd. also complies with the statutory

requirement of informing the entire consultancy.

SELECTION:
The received applications will be reviewed by the ERD and HRD in
consultation with the concerned head of the department and suitable
applicants will be invited to meet the preliminary evaluation panel at
employee relations department or the human resource department.

THE PROCESS OF SELECTION AT Shoppers Stop Pvt. Ltd. IS DONE

AS FOLLOWS:
1. Conducting Preliminary screening (communication) and its critical
evaluation

2. Personal interview by the selection panel and the centralized panel.

3. Further communication round and technical round

4. Then we check operation and minimum skill verification round

5. Finally HR negotiation and selection round.

Thus when the person is selected for a particular job he is sent for
training to know the work correctly so that he performs the job effectively.

The basic procedure of the selection is given under:

 Preliminary screening

 Centralized panel round

 Program communication round

32
  Technical round of interview

 Operations and minimum skill verification

 HR negotiation and selection.

TRAINING AND DEVELOPMENT:

Training and Development at SS is being given much importance. It
is a systematic approach and its objectives are to:

1 Upgrade and maintain the technical and functional skill levels of

employees

2 To match the company’s present as well as envisaged requirements.

3 Improve the understanding commitment and general effectiveness of

employees through appropriate workers education, supervisory
development and management development programmes.

Normally the organization provides training for about 45 days of

time the training is been divided into three parts they could be given as:

 Communication training for 15 days of time

 Technical training of 15 days of time

 Product and Process for about 15 days of time.

These are the basic training which is been given to every person
entering the organization they also mould them in all the categories and
develop them in wide basis.

The training policy of SS is to facilitate and provide an environment

congenial for continual learning aimed at increasing proactively, creativity
and adaptability.

33
THE MAIN FUNCTIONS OF TRAINING DEPARTMENT ARE:

1. Effective coordination with various departments aiming at alignment

of training needs and training activity.

2. Preparation of training calendars and obtaining sufficient budget

from the top management.

3. Organising the training effectively in line with the training calendar.

4. Collection of feedback from the participant about the effectiveness.

Thus training and development at SS is playing an important role on

the employees by upgrading their skills and knowledge.

PERFORMANCE APPRAISAL:
When an employee’s performance is excellent it is the result of a number of
circumstances that work together to make his excellence possible. The level of
performance of an employee is influenced by six factors. They are:

 Aptitude  Degree of effort

 Level of skill  Motivation

 Understanding the task  Other factors

Performance appraisal systems at SS are at 1800 and 900 in cases of

managerial staff and non-managerial staff. Performance appraisal is mainly
used as tools to access the individual’s competency, potential and
performance and based on these factors increments; compensation reviews
and promotions are affected. It improves the performance of the employee
so that he performs well in future. SS has a very good performance
appraisal system through which their performance is evaluated and
compensation is awarded.

34
WELFARE FACILITIES:
Management makes the welfare policies at the plant and the welfare
programmes are executed to the workers through their union. The union
nominates its members and negotiates about modalities of execution of
welfare programmes.

The following are some of the welfare facilities provided to the

employees.

1. DRINKING WATER:
Drinking water facilities is provided to the employees in and around
the floor. There are about 20 drinking water points at suitable places for
supply of wholesome cool drinking water.

2. CANTEEN:
Canteen facility is also provided and in each shift at a time 60 to 70
persons can be accommodated. Mobile and non-mobile canteen services
are provided round the clock. Every month company spends 4.5 lakhs
approximately on canteen and the food is ordered on subsidised rates.

3. RECREATIONAL FACILITIES:
Recreational facilities at SS are organised through two clubs, which
are Shoppers Stop recreation centre for non-managerial staff, and Shoppers
Stop club for managerial staff. The clubs organise various cultural and
entertainment programmes for recreation of its members and their
members.

4. TRANSPORT:
SS provides subsidised home transport to the employees. Some
amount is recovered by the management per month from the employee’s
salary. Company operates almost 6 routes of Vizag in all the shift timings.

35
5. FIRST AID:
SS provides first aid and medical facilities to the employees. As if
any of our employee are in problem they could help and resolve there
problem in short span of time.

SAFETY AND ENVIRONMENTAL FACTORS:

SS have given safety as the prime importance. Senior manager takes
care of the implementation of safety measures in the plant. He imparts
safety education through posters, slogans, and safety training on continual
basis.

SAFETY POLICY:
It is the policy of the company to achieve high standards for
professional safety and create healthy work environment for its employees,
contractors and neighbouring communities.

It is the obligation of every employee to

KNOW safety rules;

FOLLOW safety procedure;

WARN others of unsafe conditions;

REACT positively to emergency property;

PERFORM his or her task to

Ensure total safety.

ENVIRONMENT POLICY:
It is committed to optimising the interests of the stakeholders in our
business while simultaneously protecting the environment by prevention of
pollution and by

36
1 Establishing and maintaining an environmental management system

in compliance with good business practices and legislative

requirements.

2 Achieving a high degree of efficiency in consumption of inputs and

energy.

3 Reducing dust emission into atmosphere.

4 Increasing greenery in and around the plant.

5 Conserving resources through minimised waste generation and

through promoting recovery recycle and reuse.

6 Creating employee awareness for making environmental protection

an integral part of work culture and

7 Continually improving our environmental performance.

CHAPTER-3

THEORETICAL STUDY

37
 RECRUITMENT AND SELECTION

Recruitment - searching for and attracting candidates - external or

internal – for job vacancies. New people are found and brought into the
organization. This involves communicating with actual or potential job
seekers, motivating them to apply and persuading candidates that they
really want to come and work for the firm. The objectives are to attract
candidates of the right quality in the right number.

Competition and inertia exist in a labour market. Many candidates must

decide to leave their present job; the best may not be looking for a job
change. With high employment (labour shortage), good candidates may
be scarce. Conversely where there is high employment, some good
candidates may be reluctant to move from the-situation-they-know into
the-situation-they don't-know. Recruitment occurs across all
occupations from school and college leavers to the unskilled and semi-
skilled, to technologically oriented staff and successful senior
managers. The police service, forces and even judiciary have
recruitment problems and systems.

RECRUITMENT ACTIVITY HAS AN ELEMENT OF:

1) PUBLIC RELATIONS:

The organization opens its doors to job seekers and hence the
outside world. Certain organization development, marketing, promotional
and quality aspects take recruitment activity beyond being just a
maintenance process. Strategic policy questions are raised. The
organization in communicating to recruits and potential recruits wishes to

38
present itself in the best possible light - as a virtuous, successful, worthy
organization.

2) CULTURE MAINTENANCE AND POWER:

The processes of recruitment are enacted by the powerful. Gate
keepers to the organization select those they feel will not only be
competent but who are acceptable to the organization - according to
criteria, which are variously defined. They may recruit according to

1 Some iconic vision of an "ideal type" for the organization

today.

2 Their own preferences and desires. This could be called a

"doppelganger effect”.... they recruit in their own mirror
image, with a slight 'phase' difference but nonetheless as a
clone or doppelganger.

3 Some notion of proper and perhaps ethically guided belief.

SELECTION- A LATTER STAGE OF RECRUITMENT. IT INVOLVES

CHOOSING
1 Competent and qualified applicants suited to the
job.

2 New members of the organization

SELECTION METHODS
The prescriptions, the "how-to do-its" of selection, are problem-
solving strategies (heuristics of general and specific scope) which, taken as
a cock tail, may narrow down the selection decision and increase the
chances of choosing the "right" candidate although probably "best
available" is a better term.

 Selection methods range across

39
  Interviews - the most popular and hence the skills of
interviewing are important

 References

 Analysis of candidate career/life data

 Evaluation of candidate behaviour/ performance in group

activities

 Work attachments/experience (trial periods)

 Skill testing with task/work simulations e.g. typing, computer

programming, brick-laying and candidates making
presentations etc

 Knowledge, aptitude and psycho-metric tests of various facets

of know-how, intelligence and personality

 Graphology

Selection is a social, interactive activity and skill development and the

textbooks recommend the use of structured and tested methods to secure
objectivity, reliability and reduced risk and uncertainty.

RECRUITMENT PRACTICE VS THEORY

Academically, recruitment activity is treated more as experience-
based knowledge about practice than as a body of theory. There is a
vacancy; an entirely new job or someone leaves the organization. We are
short of a brain and a pair of hands. It is functionally necessity to fill the
post. As to how best to fill the job (decision-making), its demands need to
be understood and a skilled, systematic approach is needed for this
"personnel" task. The literature on recruitment tends to give more space to

40
selection processes than the wider practices of recruitment (systems &
procedures for job definition, advertising, short-listing and overall
administration of selection).

How to do it guidelines (prescriptions) on "best approaches" typically

recommend

1 Common, logical sequences to follow when recruiting

2 Methods for evaluating job requirements

3 Skills and understandings associated with processes of selection e.g.

for traditional interviews.

4 Further methods/techniques for ascertaining candidate suitability.

These may even substitute for the interview and include tests of
ability, aptitude and intelligence

5 Policy frameworks to satisfy the legal side of the recruitment

problem

SYSTEMS APPROACH VS "BE SYSTEMATIC"

Analysis of the inputs, processes and outputs and environmental
contexts of recruitment and selection systems helps us to understand the
strengths and weaknesses of the propositions of "take a systematic
approach" prescriptions. Generally these prescriptions recommend that If
those doing recruitment and selection take systematic care, use the right
methods and apply specific expertise, giving attention to detail, then they
will make more reliable selection decisions.

This is sensible enough - but proof is difficult. The aim is to maximize

 The validity of decision making criteria and testing methods

 The reliability (predictability) of methods and decisions with due

41
 attention to utility (cost).

HOWEVER A SYSTEMS APPROACH REQUIRES DEFINITION OF

 The purposes, elements and relationships of the system under study

 An understanding of the inputs, processing mechanisms and outputs

of the system.

 Remember that recruitment and selection systems are open systems,

which interact with its environment (other systems) and thus need to
be adaptive. They are subject to human frailty.

They are lost political, value-based systems

RECRUITMENT AND SELECTION STAGES

Having a recruitment policy (defined procedure) in a large
organization guides managerial action. Such a policy usually reflects the
prescriptions of the literature on recruitment which themselves form an
implementation checklist covering e.g. use of interviews of given sequence
and composition, adoption of educational qualification standards, use of
limited sources for recruits, strict regulation of references and candidate
vetting, use of a psychometric test etc.

The steps form a heuristic - a general, sensible chart with which to

navigate the recruitment maze. Standardization serves to reduce risk and
share experience. In a bureaucratic framework it circumscribes discretion
and behavior of decision-makers in the organization.

TYPICAL STAGES OF RECRUITMENT AND SELECTION CAN BE

SUMMARIZED AS:

Stage What is involved?

1 Response to vacancy
 Vacancy arises. Impact on staffing
42
 plan? Job re-design, re-shuffle?
 Permission to recruit/replace?
 Exit interviews?
Job analysis
 Do participants in the process
understand the post?
 What are the priorities demands,
competences required? Analyze the
2 job.
 Produce/up-date job description,
personnel specification.
 Define target groups - where are they
and what will attract them to apply?
Employment terms
 Define the terms and conditions of
employment.
3  Agree the rewards package internally.
 Anticipate anomalous relationships
with other jobs.
 Equal opportunities?
Communicate Vacancy
 Where will we get our candidates from
(sources)?
 Should the vacancy be offered openly?
 Is there scope for internal promotions
and job transfers? Knock-on effects?
4
 External sourcing. DIY and/or use
agencies? Confidentiality?
 Determine budgets and placement
schedules.
 Prepare copy and place. Advertising -
standards?

43
 Process applications
 Is the administrative machine ready to
respond to applications? Is job
documentation for candidates
prepared?
 Log applications/CVs. Compare each
with personnel profile
 Follow-up on references/security
5 clearances
 Decide on/organize recruitment
programme. Who, when (meetings,
appointments), where (on-site, off-
site).
 Short-list and invite candidates to
selection activity
 Courteous rejections/on-hold
candidates
Carry out selection programme
 Organize candidate accommodation,
Cook's tour and arrangements for
testing
 Brief reception staff.
6  Finalize selector briefing /training and
interviewer preparation/strategy
 Implement selection programme:
conduct interviews, exercises, tests
 Review candidate data and make
selection
7 Make job offer(s) and finalize contract
 Advise unsuccessful candidates of
rejection or stand-by
 Process job acceptances
 Complete reference investigations

44
  Confirm terms and conditions of
employment
 Confirm arrangements for job start
 Design new starter induction
programme
Evaluate effectiveness of
 Recruitment process and methods.
Validity, reliability and utility?
 The recruitment service - internal or
8 external agency. Were all the costs
necessary?
 The selection decisions. Is the new
employee really suitable? If not how
was the selection process at fault?

RECRUITMENT AND JOB ANALYSIS

Recruiters obviously need to comprehend job requirements fully
thus methods of job analysis are needed.

 Job analysis and exit interview can confirm the nature and
contribution of the job role, which may often turn out to be more
complex than originally thought. Information from job analysis, and
sources such as exit interviews, can help to restructure the job and
resolve potential difficulties;

 Scope and authority

 Job demands (over load, under load),choices and constraints

 Ambiguities and uncertainty

 Complexity and technical challenge

 Incompatibility (person-job-organization)

 Conflict and stress

45
 We can identify needs for supervisory support and developmental
opportunity etc. Job re-design is an organizational re-structuring activity.

 A job description can be prepared - what needs to be done in the job

- a definition of the main responsibilities and tasks/priorities. This is
useful for recruiters and applicants.

 Once we understand the job we can specify the attributes (education,

skills, experience, and competencies) required of a person who is
likely to do the job successfully - a person profile - modelling those
candidates most likely to be successful in the job.

JOB ANALYSIS GENERATES

 Job prospectus information needed by applicants.

 We will generate a recruitment campaign that will attract suitable

candidates (inclusive of job advertising).

 Better understanding of how applications received must be

handled/processed to evaluate candidates (candidate-to-candidate
and candidate-to-job) and produce an initial short-list to invite for
interview.

 Better information so that selection decisions as objectively as

possible. It is known to be prone to unhelpful subjectivity,
stereotyping and premature judgments. The soundness of decisions
can be readily undermined by the perceptions, attitudes and values,
arrogance and ignorance (via a via the job) of selectors.

 A better understanding of what selection methods – interviews, tests

etc might serve as valid, reliable and useful (utility) tests for
different types of jobs/staff.

46
  Clear decision-making criteria for selectors to use. Such criteria
must be relevant/valid for performance of the job in question
otherwise forms of discrimination may creep in running counter to
equal opportunities statutes job in question otherwise forms of
discrimination may creep in running counter to equal opportunities
statutes.
THE DISCRIMINATION TRAP
Without proper definition of job requirements, performance criteria
and competences required, recruiters might fall into the trap of selecting on
the basis of false assumptions. Managers involved in recruitment can be
very smug. They think they understand the job and its requirements but too
frequently apply stereotypical views about "the ideal candidate".
Sometimes they haven't even thought of a candidate profile at all but
merely go on some personal whim of their own.
The outcome may be that a poor fit between the job and the capacity
of a new starter. They may be too good for the job, not capable of doing it
or simply the job is ill suited to their needs and interests. It is not
uncommon for someone to start work and leave within the first week
saying "this is not the job I expected".
We must not forget that recruitment and selection involves
discriminating between people (applicants). But is the discrimination fair -
ethically and at law (not necessarily the same thing!). Recruiters have
social responsibilities in relation to (equal opportunities) and see also equal
opportunities questionnaire

 Behave prejudicially (often we are blind to our own behaviour)

 Simply make false assumptions about job requirements. We

may apply invalid, irrelevant criteria which applicants from,
47
 say, female or particular ethnic groups, are less able to satisfy.

RECRUITMENT AND INFORMATION PROCESSING

Data processing is costly. Processing applications and dealing with

applicants involves a lot of work. It is no wonder that busy line managers
need a recruitment service section to co-ordinate the burden for them.

PROCESSING APPLICATIONS
We can decide to receive applications for vacancies in a number of
ways each with good and bad points.

 Completion of a standard application form - likely to have a

covering letter

 Submitting a curriculum vitae with a covering letter

 On spec. Telephone applications leading to invitations to an

interview

 On spec. Inquiries where applicants turn up at the workplace or

to a recruitment centre (job shop) adjacent to it.

 Application via an agency - where the candidate may already be

on the agency's books

 Head-hunting by an agency - candidates may again be on the

agency's books

 Internal vacancy notification - circulated or put on notice boards

across the company. Internal candidates may apply.

 Some applications may not seem like applications - no

application form will be filled in! If we are recruiting from a
network, for a senior management post say, we may not even use

48
 an application form. We would merely invite the candidate in to
dine with us. We have to persuade them to give up a good job and
join our venture. The interview becomes a "mutually beneficial
discussion"

In other situations a telephone contact may be the appropriate initial

interview e.g. when advertising for a telesales person. Poor applicants can
be tested immediately. However for most jobs an initial meeting with the
candidate is essential at which spoken, presentational and practical skills
can be tested.

The application form as a test

The application form requires ability to fill it in. It is a test of hand
writing, literacy and meticulousness. The content must be composed.
Questions may be asked which require an explanatory narrative.

Even for manual work situations the recruiter must know that the
candidate has filled out the application form personally and not a third
party (their mum or spouse). If another unknown person has completed it -
what additional test will the recruiter use to ascertain if the candidate can
read and write? Is this a job requirement e.g. for health and safety
purposes?

A RECRUITMENT INFORMATION SYSTEM

Processing applications involves data capture, storage, processing
(updating, sorting, ranking, evaluating, verifying against reference data
such as the job criteria, summarizing), outputting results into the next
processing stage and communicating results to various system users and
back to candidates.

49
WE WILL BE INVOLVED IN:
 A job file
Creating a job file containing all job information.Copies of some of
the contents of be sent to candidates in an applicant's pack. This file will
contain the job analysis documents, details of anticipated terms and
conditions of employment etc. Copies of job advertisements etc
Information may be stored relating to numbers of applications from
different sources and other costs associated with filling the vacancy. We
may use such data to evaluate the effectiveness of the recruitment
campaign.

 An applicant file and the life history of an applicant to store the

details of applicants. An applicant may

Begin as an inquirer

Make a formal application

Be short-listed

 INVITED FOR INTERVIEW

Withdraw at any stage

Attend for a test

Make an expenses claim

 Be paid an expenses claim

 Be accepted for the next stage

 Be rejected

 Be placed on a waiting list

 Made a job offer

50
  Accept a job offer

 Have agreed terms and conditions of employment

 Start work as an employee at which time their application details

become part if their employee record.

 All applicants are "work in progress" whose details need to be

up-dated from time to time. We can see the value - in a large firm
or system. Once the details of a job vacancy are recorded,
applicants can be linked to the job. Personal details of applicants
are available to be merged with any letters (some of which will
be pro forma) that are sent to applicants as they progress through
each stage of recruitment. Every transaction that an applicant
makes with the system or the system makes with an applicant can
be recorded. Usually this will mean merely up-dating the current
record. From the system databases we can extract summaries of
expenses and costs. We can list all applicants by jobs that are in
processing. We store details of all applicants who were entered
onto the system.

We have to read/analyze all applications and compare these against

job selection criteria. Recruitment decisions involve discrimination. Some
organizations that receive thousands of applicants may use a formula
approach to reject candidates. The formula approach will be based on
essential job criteria e.g. education and job experience. Only those
candidates who satisfy the essential (relevant but high level) requirements
of the firm will be invited for interview.

51
 Nonetheless the basic application details of all candidates will be
captured on computer - name, address, job applied for, age, sex, basic
qualifications, relevant experience etc. The application forms may
themselves be stored as microfiche images. In this way the organization
will be able to look up any applicant - if a claim for discrimination is made
- and show that the decision to reject was based upon relevant job
information.

FORM LETTERS AND MAIL MERGE

Form letters are needed. These may include:

 Acknowledgement of application and we will be in touch (or

otherwise)

 Invitation to e.g. interview with travel and accommodation

details etc

 Letters of thanks and rejection with expenses paid

 Letters of hold, "we are interested in you but are seeing those
on our primary short-list first".

 Letters/questionnaires requesting a reference

 Letters of job offer with attachments detailing the terms and

conditions of employment including information on company
codes of conduct and benefits etc.

Without a computerized system all would need typing and

photocopying. Even with a computerized system we still need letter-head
paper, an office environment, the recruitment processing application
software with its databases and integrated word processing, an
administrator, an envelope and stamp, a possible telephone follow-up,

52
filing or storing on disk and data back-up facilities.

Computerized data capture is costly but it can save time. It routinises

correspondence which can be voluminous. It is only needed if you are
recruiting hundreds of people a year (more than two per week?). The aim is
to cost unit clerical processing costs and ensures that data on job vacancies,
applications and job offers/acceptances is easily accessible and helpful to
management co-ordination of the recruitment process.

CHAPTER-4
QUESTIONNAIRE
1. How did you identify the recruitment need in the organization?

53
 a) While planning about HR
b) When there is vacancy
c) While expansion of the organization
d) Depending upon the present strategies of the organization
2. What is the method of interview conducted in your organization?
a) Walk-in
b) Telephonic
c) Internet
3. What is the qualification that the organization looks for while recruiting
the applicants?
a) Good communication skills
b) Grammar ability
c) Attitude and Aptitude skills required
d) Study background
4. Are you satisfied with existing recruitment and selection process?

a) Yes
b) No
5. How does the organization develop the relationship between existing
employee and newly recruited?
a) Training
b) Induction
c) Others
6. After selections of candidates who will inform him about the designation
& salary offered?
a) HR head
b) Others

54
7. At what level do you think the recruitment and selection process is
crucial?
a)Executive level
b) Technical level
c) Staff level
d) All the above
8. What type of interviews is conducted in the organization?
a) Written examinations
b) b) Group discussions
c) Preliminary interview
d) All the above
9. How frequently is the selection and recruitment done?

a) One week b) 2-3 weeks

c) One month d) based on requirement
10. Who conducts the final interviews in your organization?
a) HRD manager
b) General Manager
c) Communication Panel
11. Who conducts the preliminary interviews in your organization?
a) HRD manager
b) Technical persons

12. On what basis the organization scrutinizes the applicants?

a) Based on information in application forms
b) Based on age, qualification & experience
13. What does the organization use to attract external candidates?

55
 a) Advertising
b) Present employees reference
c) Recommendation from various sources
14.What screening steps have you faced during the selection process?
a) Grammar
b) Pace of language
c) Mother tongue influence (MTI)
d) All the above
15. Do you want to suggest any innovative methods during the recruitment
and selection process?

a) Yes
b) No

DATA ANALYSIS AND INTERPRETATION

1. How did you identify the recruitment need in the organization?
a) While planning about HR
b) When there is vacancy
56
 c) While expansion of the organization
d) Depending upon the present strategies of the organization
Table: 1
IDENTIFICTION OF NO.OF
PERCENTAGE
RECRUITMENT NEEDS RESPONDENTS
While planning about human
10 25%
resources
When there is a vacancy 10 25%
While expansion of
10 25%
organization
Depending upon the present
10 25%
strategies of the organization
Total 40 100%
GRAPH NO.1

INTERPRETATION:
From the above table, we can observe that 40% are been through the
planning process for human resources and25% are been through the
vacancy process of the organization and so on the other15% is been taken
by the expansion process, the last option shows about 25% of them taken
by depending on strategies

2. What is the method of interview conducted in your organization?

a) Walk-in b) telephonic
c) Internet
TABLE NO.2
CONSIDERATION OF EFFECTIVE RECRUITMENT SOURCES

57
 Consideration of
No. of
S.No Effective Recruitment Percentage
Respondents
Sources
1 Walk in 18 45%
2 Telephonic 8 20%
3 Internet 14 35%
TOTAL 40 100%
GRAPH NO.2

Interpretation:
From the above table we can say that the percentage of the
candidates walking in is more and it is of 45% and the other ratios a
telephonic interview is 20%and recruitment by internet s by 35%.

3. What is the qualification that the organization looks for while

recruiting the applicants?
a) Good communication skills b)Grammar ability
c) Attitude and Aptitude d) skills required
e) Study background

58
 TABLE NO – 3
QUALIFICATIONS THE ORGANIZATIONS LOOKS WHILE
RECRUITING APPLICANTS

Qualifications the Organization

No. of
S.No looks while Recruiting Percentage
Respondents
Applicants

1 Good communication 8 20%

2 Grammar ability 8 20%
3 Attitudes and Aptitude 8 20%
4 Listening skills 8 20%
5 study back ground 8 20%
TOTAL 40 100%
GRAPH NO.3

INTERPRETATION:

From the above table we can say that in Shoppers Stop all the skills
are been checked in equal proportion as communication, grammar, attitude
& listening skills is taken in common ratio of 25%

59
4. Are you satisfied with existing recruitment and selection process?

a)Yes b) No
TABLE NO- 4
SATISFACTION OF THE EMPLOYEES REGARDING
EXISTING RECRUITMENT AND SELECTION PROCESS
S.No Satisfaction Of The No. Of Percentage
Employees Regarding Respondents
Existing Recruitment And
Selection Process
1 Yes 16 40%

60
 2 No 24 60%
Total 40 100%

GRAPH NO – 4

INTERPRETATION:
According to the above chart 60% of respondents say that they are
not satisfied with the existing recruitment and selection process.

5. How does the organization develop the relationship between existing

employee and newly recruited?
a) Training b) Induction
c) Others
TABLE NO – 5
DEVELOPING THE RELATIONSHIP BETWEEN EXISTING
EMPLOYEE AND NEWLY RECRUITED
S.No Developing No. of Respondents Percentage
1 Training 10 25%
2 Induction 22 55%

61
 3 Others 8 20%
TOTAL 40 100%
GRAPH NO – 5

INTERPRETATION:
According to the above chart 100% of respondents say induction
will develop the relationship between existing employees and newly recruit

6. After selections of candidates who will inform him about the designation
& salary offered?
a) HR head b) Others
TABLE NO – 6
INFORMING THE CANDIDATE ABOUT THE DESIGNATION
AND SALARY OFFERED
Informing the candidate
about the designation and No. Of
S.No salary offered respondents Percentage
1 HRD manager 16 40%
2 HR head 24 60%
Total 40 100%

62
GRAPH NO -6

INTERPRETATION:
From the above table we can say that the designation and the salary
issues are been given by the HRD manager as 40%, and the 60% by the
HR head.

7. At what level do you think the recruitment and selection process is

crucial?
a) Executive level b) Technical level
c) Staff level d) All the above

TABLE NO-7
CRUCIAL LEVEL IN RECRUITMENT AND SELECTION
PROCESS
Crucial level In recruitment No. Of
S.No Percentage
and Selection Process Respondents
1 Executive level 12 30%
2 Technical level 16 40%
3 Staff level 12 30%
TOTAL 40 100%
GRAPH NO – 7

63
INTERPRETATION:
From the above table we can conclude that the executive level is in
30%, the technical level is in 40%, the staff level is in 30%.

8. What type of interviews is conducted in the organization?

c) Written examinations b) Group discussions
c) Preliminary interview d) All the above
TABLE NO-8
TYPE OF INTERVIEWS CONDUCTED
NO. OF
S.N TYPE OF INTERVIEWS RESPONDENT PERCENTAG
O CONDUCTED S E
1 Written examination 4 10%
2 Group discussions 6 15%
3 Preliminary interview 6 15%
4 All the above 24 60%
TOTAL 40 100%
GRAPH No-8

64
INTERPRETATION:
From the above table we can say that the written examination is kept
in 10%, the group discussion is kept in 15% and the preliminary interview
in 15%and overall all the above is done by 60%.

9. How frequently is the selection and recruitment done?

b) One week b) 2-3 weeks

c) One month d) based on requirement
TABLE NO.9

FREQUENCY DONE RECRUITMENT AND SELECTION

FREQUENCY DONE
NO. OF
S.NO RECRUITMENT & PERCENTAGE
RESPONSEDENTS
SELECTION
1 ONE WEEK 6 15%
2 2-3 WEEK 8 20%
3 ONE MONTH 10 25%
4 BASED ON RECRUITMENT 16 40%
TOTAL 40 100%
GRAPH NO.8

65
INTERPRETATION:
From the above table we can conclude that the interview is not done
in uniform basis for one week of time it is done by the 15% for two to
three weeks of time is done by 20% for one month of time in 25% mark
and the remaining 40% is based on requirement.

10. Who conducts the final interviews in your organization?

d) HRD manager
e) General Manager
f) Communication Panel

TABLE NO-10
CONDUCTION OF FINAL INTERVIEW
CONDUCTION OF FINAL NO. OF
S.NO. INTERVIEW RESPONDENTS PERCENTAGE
1 HRD manager 4 10%
2 General Manager 12 30%
3 Communication panel 24 60%
TOTAL 40 100%
GRAPH NO-10

66
 INTERPRETATION:
From the above table we can conclude that the final interview taken
in the firm is 10% done by HRD manager 30% done by department
head, and 60% done by the communication panel head.

11. Who conducts the preliminary interviews in your organization?

c) HRD manager b) Technical persons
TABLE NO-11
CONDUCTING THE PRELIMINARY INTERVIEWS
Conducting The Preliminary
NO.OF
S.NO Interviews RESPONDENTS PERCENTAGE
1 HRD manager 12 30%
2 Technical persons 28 70%
TOTAL 40 100%
GRAPH NO-11

67
INTERPRETATION:
From the above table it is proved that the interview in 30% is taken
by the HRD team and on 70% mark is taken by technical team.

12. On what basis the organization scrutinizes the applicants?

a) Based on information in application forms
b) Based on age, qualification & experience
TOTAL NO-12
BASIS FOR SCRUTINIZING THE APPLICANTS

S.NO BASIS FOR SCRUTINIZING NO. OF PERCENTAGE

THE APPLICANTS RESPONDENTS
Based on the information in the
1 10 25%
application forms
Based on the age, qualification and
2 30 75%
experience
TOTAL 40 100%
GRAPH NO-12

68
INTERPRETATION:
From the above table we can say that the applicants are scrutinized
by the information on 25% mark and the 75% of proportion is given on the
slot of age, qualification, and experience.

13. What does the organization use to attract external candidates?

d) Advertising
e) Present employees reference
f) Recommendation from various sources
TABLE NO-13
DOES THE ORGANISATION USE T0 ATTRACT
EXTERNAL CANDIDATES

Does the Organization use NO.OF

S.NO PERCENTAGE
To attract External Candidates RESPONDENTS
1 Advertising 20 50%
2 Present employees references 10 25%
Recommendation from various
3 10 25%
sources

69
 TOTAL 40 100%
GRAPH NO-13

INTERPRETATION:
From the above table we can say that this organization uses
advertising in 50% mark and references as 25% and recommendation from
various sources as 25%.

14. What screening steps have you faced during the selection process?
a) Grammar b) Pace of language
c) Mother tongue influence (MTI) d) All the above
Table No-14
Screening steps faced during selection process

screening steps faced during the

S.No NO.OF PERCENTAGE
selection process
Respondents
1 Grammar 8 20%
2 Pace of language 4 10%
3 Mother tongue influence 4 10%
4 All the above 24 60%
Total 40 100%
GRAPH NO-14

70
INTERPRETATION:
From the above table we can say that this organization consider
grammar up to 20% mark, pace of language up to 10% mark, MTI up to 10
% mark and all the above parameters up to 60% mark in the selection
process
15. Do you want to suggest any innovative methods during the
recruitment and selection process?
a) Yes
b) No
Table No-15
Suggestion of innovative methods during recruitment and selection process
Suggestion of innovative methods
S.N during recruitment and selection NO.OF PERCENTA
O process RESPONDEN GE
TS
1 Yes 8 20%
2 No 32 80%
Total 40 100%
GRAPH NO-15

71
INTERPRETATION:
From the above table we can say that 20% of employees want to
suggest innovative methods during the recruitment and selection process in
Shoppers Stop.

SUMMARY

Shoppers Stop Pvt. Ltd. is a private company which was

incorporated in the year 1986 and started it self handsomely and generated

a top class performance and still performing as one of the best RETAIL

with survey and good standards and huge development strategy. Training

and Development at SS is being given much importance and is followed in

a systematic and preplanned way. The following are suggestions offered to

the management for improving effectiveness of recruitment and selection

72
programmes.

FINDINGS OF THE STUDY

The information collected from the sample size of 20 respondents the

following findings are ascertained from the above analysis & interpretation

 Most of the respondents have completed 10-35 years of service in

the organisation and are post graduates and have good educational

background.

 Majority of the respondents are assistant mangers, and Hr

73
 Managers.

 Majority of the respondents are satisfied with the recruitment

programmes conducted.

 All the respondents felt that there is an improvement in the work

area after completion of recruitment

 All the respondents agreed to the fact that improves their skill &

knowledge recruitment and also supports their future personal

requirements.

 Most of the respondents recommended more number of recruitment

programmes which would be helpful in their work area and which

improves their efficiency.

LEARNINGS

1. I came to known how will be the complete work flow in recruitment

and selection process.

2. I acquired good Communication skills while conducting survey on data

analysis

3. I have learnt patience while interacting with higher officials

4. I have learnt time management

5. I came to known that recruitment and selection process plays a crucial

74
part to achieve successful targets in any organisation.

SUGGESTIONS:
1. Shoppers Stop Pvt. Ltd. can conduct campus interviews to get

potential candidates to the organization.

2. Depending upon the job description Shoppers Stop can take

graduates.

3. Shoppers Stop can motivate internal employees with promotions

and good increments.

4. Shoppers Stop can recruit and select fresh candidates depending

upon their skills and knowledge. So that they can get chance to
75
 prove them.

5. Some online methods should be adapted to satisfaction of the

employees regarding existing recruitment and selection process.

1. How did you identify the recruitment need in the organization?

a) While planning about HR
b) When there is vacancy
c) While expansion of the organization
d) Depending upon the present strategies of the organization
2.What is the method of interview conducted in your organization?
a) Walk-in b) telephonic
c) Internet
3. What is the qualification that the organization looks for while recruiting
the applicants?
b) Good communication skills b)Grammar ability

76
 c) Attitude and Aptitude d) skills required
f) Study background
4. Are you satisfied with existing recruitment and selection process?

a)Yes b) No
5. How does the organization develop the relationship between existing
employee and newly recruited?
a) Training b) Induction
c) Others
6. After selections of candidates who will inform him about the designation
& salary offered?
a) HR head b) Others
7. At what level do you think the recruitment and selection process is
crucial?
a) Executive level b) Technical level
c) Staff level d) All the above
8. What type of interviews is conducted in the organization?
d) Written examinations b) Group discussions
c) Preliminary interview d) All the above
9. How will you rate the recruitment process?
 Short
 Average
 Long
 Very long
10. Is the organisation providing a proper job description to
the new employees?
 Yes

77
  No
11. Are you satisfied with the recruitment and selection process in the
organization?
 Yes
 No
12. After the training period is over, do you have any assessment?
 Yes
 No
13. According to your opinion, for filling a higher level position the
company should prefer
 Internal candidate
 External candidate

14.What screening steps have you faced during the selection process?
a) Grammar b) Pace of language
c) Mother tongue influence (MTI) d) All the above
15.Do you want to suggest any innovative methods during the recruitment
and selection process?
c) Yes
d) No

78
BIBLOGRAPHY

ESSENTIALS OF HUMAN RESOURCE MANAGEMENT AND

INDUSTRIAL RELATIONS.

P.SUBBA RAO.

HUMAN RESOURCE AND PERSONNEL MANAGEMENT

K.ASWATHAPPA

HUMAN RESOURCES MANAGEMENT

PEARSON EDITION 9TH EDITION

79
PERSONNEL / HUMAN RESOURCE MANAGEMENT

V.S.P. RAO & P.SUBBA RAO

THROUGH INTERNET GOOGLE SEARCH ENGINE

WWW.SCITUSLABS.COM

80