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1
COMPLETE HR POLICIES AND
ITS IMPLEMENTATION
IN
OVERNITE EXPRESS LIMITED
PROJECT REPORT
(A Report Submitted in Partial Fulfillment of the
Requirements for the Degree of Master of Business
Administration – HRM in Pondicherry University)
Submitted by
Mr. Avinash Kumar
Enrolment No: 2012390211
MBA: In Human Resource Management (Batch 2012-2014)
Project Supervisor
Mr. C.S Asthana
Head – HR & Legal
2
Students' Declaration
I, Avinash Kumar hereby declare that the Project Work titled “
Complete HR Policies and its Implementation with regard to
Logistic Company (M/s Overnite Express Ltd) ” is the original
work done by me and submitted to the Pondicherry University in
partial fulfillment of requirements for the award of Master of
Business Administration in Human Recourse Management is a
record of original work done by me under the supervision of Mr.
C.S Asthana Head – HR & Legal in Corporate Office of
M/s Overnite Express Ltd.
Enrolment No: 2012390211
Date: 25-06-2014
Signature of the Student
3
Certificate of the Guide
This is to certify that the Project Work titled “Complete HR
Policies and its Implementation with regard to Logistic Company
(M/s Overnite Express Ltd)” is a bona-fide work of Mr. Avinash
Kumar. Enrolment No: 2012390211. Carried out in partial
fulfillment for the award of degree of MBA: Human Resources
Management of Pondicherry University under my guidance. This
project work is original and not submitted earlier for the award
of any degree / diploma or associateship of any other University
/ Institution.
Signature of the Guide
(Chandra Shekhar Asthana)
[Corp. Head –HR & Legal]
(Guide's seal)
Place: Overnite House
East Park Road
New Delhi
Date: 25-06-2014
4
PREFACE
Human resource management is concerned with people
element in management. Since every organization is made
up of people, acquiring their services, developing their
skills/ motivating to high level of performances and
ensuring that they continue to maintain their
commitments to the organization which are essential to
achieve organizational objectives. This project is meant
to know the Human Resource Policies in the organization.
The HR Policies are a tool to achieve employee
satisfaction and thus highly motivated employees. The
main objective of various HR Policies is to increase
efficiency by increasing motivation and thus fulfill
organizational goals and objectives. The objective is to
provide the reader with a framework of the HR Policy
Manual and the various objectives that the different
policies aim to achieve. The main focus was on the
managerial and senior Managerial levels of employees in
OVERNITE EXPRESS LIMITED.
5
ACKNOWLEDGEMENT
This report is an outstanding prospect to convey my
gratefulness to those many people whose timely help and
guidance went a long way in finishing this project work
from commencement to achievement. I would like to
express my sincere thanks to Mr. C.S Asthna and S.R
Ghatak for giving me an opportunity to explore the
practical knowledge practiced by the company. This
project could not been completed without the able
guidance and support of Mr. C.S Asthna and his HR, Admin
and Legal Team. I am very glad to work with the
organization as a trainee. I am grateful to HR & Legal
Department of OVERNITE EXPRESS LIMITED for helping me to
get the information and an invaluable experience.
Last but not the least would like to thank my friends,
family members and all those people who helped me for
the completion and deeper understanding of the Concept
of performance appraisal. Working on this project has
proved to be an enlightening experience for me.
Avinash Kumar
(Roll No. 2012390211)
6
TABLE OF CONTENTS
Chapter No. Title Page No.
1 INTRODUCTION 9-21
1.1 About The Organization 9-9
1.2 Working Philosophy and Practices
in OEL
9-10
1.3 Vision & Mission 11-10
1.4 Corporate Values 10-11
1.5 Qualities & Environment 12-12
1.6 Research & Development 12-12
1.7 Board of Director 12-12
1.8 Achievement 12-12
1.9 Product Rage 12-17
1.10 Hierarchy in OEL 18-18
1.11 About The Topic 19-19
1.12 Formulating Policies 19-19
1.13 Benefit of Hr Policies 19-20
1.14 Principle Of Policy 20-21
1.15 Objective Of Study 21-21
1.16 Scope of Study 21-21
2 Research Methodology 22-22
2.1 Method of Data Collection 22-22
2.2 Sample Size 22-22
2.3 Hypothesis of Project 22-22
2.4 About the Questionnaire 22-22
3 HR Policies in Overnite Express
Limited
23-64
3.1 Employee Handbook 23-33
3.2 Recruitment Cycle 34-40
Feedback & Exit Time 40-42
3.3 Key Responsibilities of All Team 43-54
3.4 Management Of Discipline 54-56
3.5 Grievance Redressal Policy 57-61
3.6 Sexual Harassment 61-69
3.7 A GUIDELINE FOR CONTROLLING SEXUAL
HARASSMENT AT WORK PLACE ACCORDING TO
VISHAKA JUDGMENT
70-101
4 Domestic Enquiry 102-108
4.1 Objective 102-102
4.2 Principal of Natural Justice 102-102
4.3 Rules Of Natural Justice 102-103
4.4 Steps Involved in The Procedure
for Disciplinary Action
103-105
4.5 The Dilemma 105-107
4.6 The Enquiry Report 107-107
4.7 Final Decision of The Punishing
Authority
107-108
4.8 Conclusion 108-108
5 Compensation Management 109-109
6 Why Retention 109-109
7 Separation Policy 110-110
8 Training Module 111-121
7
TABLE OF CONTENTS (Contd.)
Chapter No. Title Page No.
8.1 Training Process 111-115
8.2 Method Of Training 115-118
8.3 Training Feedback 119-121
9 Organizational Development
Interventions
122-127
10 Goals & Objectives Management 128-130
11 Attitude Management 131-140
12 Time Management 141-143
13 Data Interpretation 144-154
13.1 Recruitment and Selection 144-146
13.2 Induction 146-147
13.3 Training & Development 147-149
13.4 Performance Appraisal 149-150
13.5 Career Progress 150-151
13.6 Leave Police 151-151
13.7 Communication and Decision Making
Process
152-152
13.8 Rewards & Recognition 153-153
13.9 Personal Accident Insurance Policy 153-154
13.10 Mediclaim Policy 154-154
14 Conclusion 155-155
15 Suggestion & Recommendation 156-156
16 Biography 157-157
17 Annexures 158-160
17.1 Questionnaire 114-115
EXECUTIVE SUMMARY
My internship at Overnite Express Limited, Chandigarh was a great
exposure to the industry. After going through my executive training, I
had a firsthand experience of how an industry as well as HR department
functions.
INTRODUCTION OF PROJECT
This project is about the HR Policies in Overnite Express Limited. The
HR Policies in an organization helps every individual to raise his/her
potential in all facets by helping him to be satisfied and secured
about his present and future.
PROJECT TITLE
The title of the project is “Complete HR Policies and Its
Implementation in Overnite Express Limited”. As the name indicates it
is the study of the HR Policies prevalent in the organization.
ORGANISATION
8
Overnite Express started its business in logistic trade in 1987 for
providing courier and cargo services in four metro cities in India Viz
Chennai, Delhi, Kolkata and Mumbai. It is said that the journey of a
thousand miles begins with a single step. In the last twenty-Seven
years, indeed, Overnite Express Limited (OEL) has covered a long
distance.
Today Overnite Express Ltd has:
• Over 2,800 conveniently located offices serving over 6,000 PIN
Codes spread over 1,000 locations across the country.
• Corporate Office in Delhi, 20 Regional Offices, 58 Area
Offices working round-the-clock, throughout the year. 20
Regional Hubs, 58 Area Hubs and over 37 Mini Hubs to serve
over 6,000 PIN Codes spread over 1,000 locations across the
country.
• Multiple Express Collection Centers at Delhi, Mumbai,
Kolkata, Chennai, Bangalore, Hyderabad, Ahmedabad and other
major cities.
• Extensive presence in the remote North-Eastern Sector and
Andaman & Nicobar Islands.
• Strong IT setup.
• Strong and Dedicated Team of 2300+ executives.
• OEL International service covers over 1,000 cities
worldwide.
******************
9
INTRODUCTION
ABOUT THE ORGANIZATION
Overnite Express started its business in logistic trade in 1987 for
providing courier and cargo services in four metro cities in India Viz
Chennai, Delhi, Kolkata and Mumbai. It is said that the journey of a
thousand miles begins with a single step. In the last twenty-Seven
years, indeed, Overnite Express Limited(OEL) has covered a long
distance.
Today Overnite Express Ltd has:
• Over 2,800 conveniently located offices serving over 6,000 PIN
Codes spread over 1,000 locations across the country.
• Corporate Office in Delhi, 20 Regional Offices, 58 Area
Offices working round-the-clock, throughout the year. 20
Regional Hubs, 58 Area Hubs and over 37 Mini Hubs to serve
over 6,000 PIN Codes spread over 1,000 locations across the
country.
• Multiple Express Collection Centers at Delhi, Mumbai,
Kolkata, Chennai, Bangalore, Hyderabad, Ahmedabad and other
major cities.
• Extensive presence in the remote North-Eastern Sector and
Andaman & Nicobar Islands.
• Strong IT setup.
• Strong and Dedicated Team of 2300+ executives.
• OEL International service covers over 1,000 cities
worldwide.
Working Philosophy and Practices in OEL
• Customer First
• Economize Costs
• Pass the benefit of austerity to Customer
• Be Ethical
• Flexibility for faster customization
10
VISION & MISSION
The purpose of all human activity is to make life better. OEL
believes in improving life through innovative ideas. Through
innovations, we constantly endeavor to bring better services and
processes that bring greater value to society
Core Purpose
"Improve Life Through Innovative Ideas & Services"
Vision
o We are a role model enterprise, respected globally for
excellence in quality and innovative services
o We enhance stakeholder value while adhering to the code of
responsible care and ethical values
o We are an employer of choice and preferred business partner
worldwide
11
Corporate Values
OEL believes in honoring its commitment. integrity and
transparency are an integral part of our relationship with
customers, employees, society.
Respect for Life: the company believes that life in all its forms
must be respected. We respect and value our people. Our employees
are our value creators whose efforts, creativity and bond we
cherish. Our customers, who reward us for our value creation and
our stakeholders, who are committed to us in our endeavor to
improve life, we also recognize and respect our environment and
take every effort to preserve it.
VALUE STATEMENT
• Integrity:
We are open, ethical, transparent & uncomprising in
our work.
• Decisiveness:
Set a goal, analyze the facts and work on
alternatives and conclude them in fixed time frame.
• Team Spirit
We encourage group interaction and working together. United and
collective drive achieves the desired goal.
• Commitment:
We keep all promises made within and outside the company. Caring
We are concerned for our environment, society and employees and
work for their betterment.
• Excellence:
We are a role model and benchmark company for our products,
services and business processes.
• Innovation:
We nurture creativity and encourage application of knowledge and
ideas in all facets of our business.
• Customer Orientation:
Customer is uppermost in our mind. We work to exceed his
expectations
12
QUALITY AND ENVIORNMENT
At OEL quality is the keyword in every activity and a constant
endeavour to achieve standards of the highest levels has been an
ongoing commitment from the time of its inception as well as
recognition and acknowledgement of this devotion. This
achievement has been set as a benchmark to go forward in
excellence.
For OEL it is an ongoing process to continuously explore new
product applications, competitive technologies and potential
markets. OEL has scaled this success with its trademark of
commitment and quality. The commitment towards this is apparent
from the fact that OEL has a total manpower of 2300+ persons
supporting the Quality and Technical functions at its various
Servicing facilities.
All its products are served in accordance with the current
acceptable world standards. All its servicing facilities have
been upgraded conforming to the current ISO: 9001:2000 standard,
from the earlier ISO: 9002:1994 standard, and are now certified
by KPMG for ISO: 9001:2000 standard.
The major environmental issues addressed are:
o Ongoing Servicing processes are studied in detail with a view
to minimize generation of wastage streams as a part of
continuous improvement.
o A specially constituted Pollution control Cell at our R&D
centre is actively engaged in developing technologies for
environment protection at our Servicing Sites. Our Pollution
Cell in fact also helps out smaller industrial Servicing units
that do not have capabilities and infrastructure for such jobs.
The efforts of our team are not aimed at just pollution
minimization but also to conserve energy, improve process
yields and product quality.
The above practices help in achieving strict compliance with
statutory standards laid down by the regional Pollution Control
Authorities for Site effluent and emission quality.
RESEARCH AND DEVELOPMENT
At Overnite Express Ltd, R&D is the key to survival and growth, given
that a fast paced global environment results in ever changing customer
needs and new products and processes drain away competitiveness. From
mere quality issues, OEL has now moved into the field of customized
Services, newer technologies, expanding applications that satisfy
customers.
A team of over 20 persons, including Market Analyst s and
Business Analyst are supported by a technical services group of
Finance / Legal and legislation experts at the Corporate and
Regional divisions.
BOARD OF DIRECTORS
Shri OP Rajgarhia:
He is the founder of the Company and is associated with it since
27’Th Feb 1987, right from the date of inception of the Company.
He is a well known industrialist, having
experience in the Logistic
and Managing Director of
Shri Harsh Rajgarhia:
He is a Post Graduate in Business Administration closely
associated with the Company since
Director of the Company and successfully looking after day
affairs of the Company from 2010
Smt. Anita Rajgarhia:
She is a Post Graduate in Business Administration
associated with the Company since
the Company and successfully looking after day
the Company from 1994.
ACHIEVEMENTS
OEL has many a firsts to its
through its constant endeavour for identification of products
that are required by the end
Delhi aims to provide specialized products that add value and
enhance every aspect of life.
OEL PRODUCT RANGE
A. NATIONAL
• Designed especially for time
• Assured next business day delivery
• Documents and parcels up to 10 Kgs can be sent
• Money back guarantee in case of 'next business day delivery'
failure
• Consignment goes in a tamper proof safety pouch
• Priority shipments move through the entire operation process
in an altogether separate , easily distinguishable bag.
• Dedicated delivery team
• Service available for select Pin codes in Metros and Tier
Cities
• SMS confirmation on delivery to the shipper
BOARD OF DIRECTORS
He is the founder of the Company and is associated with it since
27’Th Feb 1987, right from the date of inception of the Company.
industrialist, having 40 years of vers
experience in the Logistic Trade and Industry He is the Chairman
of the Company.
He is a Post Graduate in Business Administration closely
associated with the Company since 4 years. He is an
Director of the Company and successfully looking after day
affairs of the Company from 2010.
e is a Post Graduate in Business Administration
associated with the Company since 20 years. She is a Director of
the Company and successfully looking after day to day
ACHIEVEMENTS
OEL has many a firsts to its credit and these have been earned
through its constant endeavour for identification of products
that are required by the end user industries. OEL's R&D centre in
Delhi aims to provide specialized products that add value and
enhance every aspect of life.
EL PRODUCT RANGE
Designed especially for time-sensitive documents & parcels
Assured next business day delivery
Documents and parcels up to 10 Kgs can be sent
Money back guarantee in case of 'next business day delivery'
Consignment goes in a tamper proof safety pouch
Priority shipments move through the entire operation process
in an altogether separate , easily distinguishable bag.
Dedicated delivery team
Service available for select Pin codes in Metros and Tier
SMS confirmation on delivery to the shipper
He is the founder of the Company and is associated with it since
27’Th Feb 1987, right from the date of inception of the Company.
years of versatile
Industry He is the Chairman
He is a Post Graduate in Business Administration closely
Executive
Director of the Company and successfully looking after day to day
e is a Post Graduate in Business Administration actively
e is a Director of
to day affairs of
credit and these have been earned
through its constant endeavour for identification of products
user industries. OEL's R&D centre in
Delhi aims to provide specialized products that add value and
sensitive documents & parcels
Money back guarantee in case of 'next business day delivery'
Priority shipments move through the entire operation process
in an altogether separate , easily distinguishable bag.
Service available for select Pin codes in Metros and Tier-II
• Proof of Delivery (POD) scan image available on website
after delivery
• Dedicated customer support team
• Designed especially for time
pertaining to distant locations
• Assured delivery as per schedule
• Documents and Parcels up to 10 Kgs can be sent
• Money back guarantee in case of delivery failure
• Consignment goes in a tamper proof safety pouch
• True2Time shipments move through the entire operation
process in an altogether separat
bag.
• Dedicated delivery team
• Service available for select distant location Pin codes in
Tier-II & Tier-III Cities
• SMS confirmation on delivery to the shipper
• Proof of Delivery (POD) scan image available on website
after delivery
• Dedicated customer support team
Express Document (DOX)
• Network of over 2,800 conveniently located offices serving
over 6,000 PIN Codes spread over 1,000 locations across the
country.
• 20 Regional offices, 58 Area offices and over 37 Mini Hubs
operating round-the
• Extensive presence in the remote North
• Special service to / from Port Blair (Andaman & Nicobar
Islands), Gangtok (Sikkim) and Kohima (Nagaland)
• Door-to-door pick-up & delivery.
• Tailor-made service available
country.
• Specially designed service for banking and financial
institutions to deliver their securitized documents like
debit cards, cheque books etc.
OVERNITE PARCEL - a division of
provides door-to-door parcel service.
between courier and cargo services.
• Door-to-door pick-up & delivery.
Proof of Delivery (POD) scan image available on website
Dedicated customer support team
Designed especially for time-sensitive documents & parcels
pertaining to distant locations
delivery as per schedule
Documents and Parcels up to 10 Kgs can be sent
Money back guarantee in case of delivery failure
Consignment goes in a tamper proof safety pouch
True2Time shipments move through the entire operation
process in an altogether separate , easily distinguishable
Dedicated delivery team
Service available for select distant location Pin codes in
III Cities
SMS confirmation on delivery to the shipper
Proof of Delivery (POD) scan image available on website
Dedicated customer support team
Network of over 2,800 conveniently located offices serving
over 6,000 PIN Codes spread over 1,000 locations across the
20 Regional offices, 58 Area offices and over 37 Mini Hubs
the-clock, 365 days a year.
Extensive presence in the remote North-Eastern sector
Special service to / from Port Blair (Andaman & Nicobar
Islands), Gangtok (Sikkim) and Kohima (Nagaland)
up & delivery.
made service available on request to any part of the
Specially designed service for banking and financial
institutions to deliver their securitized documents like
debit cards, cheque books etc.
a division of OVERNITE EXPRESS LIMITED
door parcel service. Bridging the huge gap
between courier and cargo services.
up & delivery.
Proof of Delivery (POD) scan image available on website
sensitive documents & parcels
True2Time shipments move through the entire operation
e , easily distinguishable
Service available for select distant location Pin codes in
Proof of Delivery (POD) scan image available on website
Network of over 2,800 conveniently located offices serving
over 6,000 PIN Codes spread over 1,000 locations across the
20 Regional offices, 58 Area offices and over 37 Mini Hubs
Eastern sector
Special service to / from Port Blair (Andaman & Nicobar
on request to any part of the
Specially designed service for banking and financial
institutions to deliver their securitized documents like
OVERNITE EXPRESS LIMITED -
Bridging the huge gap
• Extensive coverage serving over 6,000 PIN Codes with 2,800
conveniently located offices spread ov
across the country.
• Scanned Image of Parcel POD (SIPP) on the website after
delivery.
• Designed especially for time
pertaining to distant locations
• Assured delivery as per schedule
• Documents and Parcels up to 10 Kgs can be sent
• Money back guarantee in case of delivery failure
• Consignment goes in a tamper proof safety pouch
• True2Time shipments move through the entire operation
process in an altogether separate , easily distinguishabl
bag.
• Dedicated delivery team
• Service available for select distant location Pin codes in
Tier-II & Tier-III Cities
• SMS confirmation on delivery to the shipper
• Proof of Delivery (POD) scan image available on website
after delivery
• Dedicated customer suppor
Air Express Parcel
• Service for parcels by air.
State Express Parcel
• Service for parcels for local and within the state
destinations.
Surface Express Parcel
• Service for parcels by surface.
is a Trademark brand of Overnite Express Ltd., providing clients
the advanced facility of
pick-up is done from various locations all over India and delivery
done at a specified central location or multiple hubs as per
requirement of clients. For more details please visit our Website
D.O.D. (Draft on Delivery)
Extensive coverage serving over 6,000 PIN Codes with 2,800
conveniently located offices spread over 1,000 locations
across the country.
Scanned Image of Parcel POD (SIPP) on the website after
Designed especially for time-sensitive documents & parcels
pertaining to distant locations
Assured delivery as per schedule
Documents and Parcels up to 10 Kgs can be sent
Money back guarantee in case of delivery failure
Consignment goes in a tamper proof safety pouch
True2Time shipments move through the entire operation
process in an altogether separate , easily distinguishabl
Dedicated delivery team
Service available for select distant location Pin codes in
III Cities
SMS confirmation on delivery to the shipper
Proof of Delivery (POD) scan image available on website
Dedicated customer support team
Service for parcels by air.
Service for parcels for local and within the state
Service for parcels by surface.
is a Trademark brand of Overnite Express Ltd., providing clients
the advanced facility of Reverse Logistics. Under this service,
up is done from various locations all over India and delivery
done at a specified central location or multiple hubs as per
requirement of clients. For more details please visit our Website
D.O.D. (Draft on Delivery)
Extensive coverage serving over 6,000 PIN Codes with 2,800
er 1,000 locations
Scanned Image of Parcel POD (SIPP) on the website after
sensitive documents & parcels
True2Time shipments move through the entire operation
process in an altogether separate , easily distinguishable
Service available for select distant location Pin codes in
Proof of Delivery (POD) scan image available on website
Service for parcels for local and within the state
is a Trademark brand of Overnite Express Ltd., providing clients
. Under this service,
up is done from various locations all over India and delivery
done at a specified central location or multiple hubs as per the
requirement of clients. For more details please visit our Website
16
• The value of the consignment is collected against a Demand
Draft from the Consignee against delivery.
To-Pay (Freight to Collect)
• The freight of the shipment is collected from the consignee
on delivery.
Risk Coverage
• To cover the transit risk of all the shipments, Risk
Coverage can be availed on payment of additional charges of
2% of the declared value or Rs.10/-, whichever is higher.
Freight-On-Value (F.O.V.)
• FOV Services are availed in case the client insures the
shipments on its own. Overnite issues a certificate of facts
(COF) to enable the client claim from the insurance company.
• This can be availed on payment of additional charges of 0.5%
or Rs.10/-, whichever is higher, at the time of booking.
Centralised Billing
• Centralised Billing facility is designed to serve our valued
clients having multiple offices across the country. Under
this facility the client can opt for having billing done at
one location for pick up done from multiple locations. The
various offices spread throughout need not pay locally.
Strong Box
• The strong box is specially designed to ensure the client’s
parcel is delivered in a safe and sound condition.
• Available in four convenient sizes with carrying capacity of
1, 2, 5 & 10 Kgs.
• Strong box is available at a nominal cost.
B. INTERNATIONAL
International Services
• Covering over 1000 cities worldwide spread across five
continents.
• Extensive presence in neighbouring countries.
• Special services to Dhaka (Bangladesh), Phuntshaling
(Bhutan) and Kathmandu (Nepal).
• Free pick-up from your door step.
• Fastest transit time.
• Customs clearance at origin and destination.
and many more....
17
DOCUMENT SERVICE
• International Documents(DOX)
Unique service offering fastest, trustworthy and most secure way
to deliver your documents worldwide.
• OVERNITE Global Mail (OGM)
A specially designed service for Bulk mails, Calendars, Greeting
Cards, Promotional mailers, Pin mailers and Magazine
subscriptions etc. for mass mailing from India to anywhere across
the world at a very competitive price.
Parcel Service(SPX)
• Parcel service is available to take your small and large
parcels anywhere in the world.
Express Commercial Consignment (ECC)
A unique service where our esteemed clients can ship their
commercial shipments hassle free. We take care of....
Picking-up the consignment from the door-step of the shipper in
India.
• Customs clearance at the airport of origin in India.
• Carrying the consignment up to the destination airport.
• Processing of customs clearance at destination airport.
• Handling all duty-related issues.
• Delivering the consignment at the door-step of the
consignee.
• Handing over all post-shipping documents to the shipper.
Freight Door-to-Airport (FDA)
This service is designed to move your heavy and very heavy cargo
to any international airport in the world with no limitations on
weight and size. At the Destination Airport we hand over all the
shipping documents and Cargo Arrival Notice (CAN) to consignee
for its onward clearance.
Freight Door-to-Door (FDD)
This service is designed to move your heavy and very heavy cargo
to anywhere in the world with no limitations on weight and size.
At the destination we facilitate the custom clearance process and
finally deliver the parcel to the consignee.
Import Express(IEX)
A unique door-to-door service where shipments are picked up from
your oversees supplier and delivered at your door step.
• Payment facility in local currency.
• Available from most countries around the world.
• Hassle free customs payment.
•
• Single invoice for all the import shipments.
18
HIERARCHY IN OEL
CMD
DIREC
TOR
ED COOCFO
HEAD
HR/ADMI
N &LEGAL
HEAD REGIONAL
BUSINESS
HOD-
CS&CRM
HOD –
HR/IR &
LEGAL
HOD - OPSHOD-BDHOD-A/C
19
ABOUT THE TOPIC
HUMAN RESOURCE POLICIES
Human Resource Policies refers to principles and rules of conduct
which “formulate, redefine, break into details and decide a
number of actions” that govern the relationship with employees in
the attainment of the organization objectives.
HR Policies cover the following:
1. Policy for implementation of Employee Handbook,
Attitude Measurement, Objective Management.
2. Policy of hiring people with due respect to factors
like reservations, sex, marital status, and the like.
3. Policy on terms and conditions of employment-
compensation policy and methods, hours of work,
overtime, promotion, transfer, lay-off and the like.
4. Policy with regard medical assistance-sickness
benefits, ESI, EPF and company medical benefits.
5. Policy regarding housing, transport, uniform and
allowances.
6. Policy regarding training and development-need for,
methods of, and frequency of training and development.
7. Policy regarding industrial relations, trade-union
recognition, collective bargaining, grievance
procedure, participative management and communication
with workers.
FORMULATING POLICIES
There are five principal sources for determining the content and
meaning of policies:
1. Past practice in the organization.
2. Prevailing practice in rival companies.
3. Attitudes and philosophy of founders of the company as
also its directors and the top management.
4. Attitudes and philosophy of middle and lower
management.
5. The knowledge and experience gained from handling
countless personnel problems on day to day basis.
BENEFITS OF HR POLICIES
Organizations should have personnel policies as they ensure the
following benefits:
20
a. The work involved in formulating policies requires that the
management give deep thought to the basic needs of both the
organization and the employees. The management must examine
its basic convictions as well as give full consideration to
the prevailing practices in other organizations
b. Established policies ensure consistent treatment of all
personnel throughout the organization. Favouritism and
discrimination are, thereby, minimized.
c. Continuity of action is assured even though top management
personnel change. The CEO of a company may possess a very
sound personnel management philosophy. He/she may carry the
policies of the organization in his/her head, and he she may
apply them in an entirely fair manner. But what happens when
he/she retires? The tenure of office of nay manager is
finite. But the organization continues. Policies promote
stability.
d. Policies serve as a standard of performance. Actual results
can be compared with the policy to determine how well the
members of the organization are living upto the professional
intentions.
e. Sound policies help build employee motivation and loyalty.
This is especially true where the policies reflect
established principles of fair play and justice and where
they help people grow within the organization.
f. Sound policies help resolve intrapersonal, interpersonal and
intergroup conflicts.
PRINCIPLES OF HR POLICY
1. Principle of individual development to offer full and equal
opportunities to every employee to realize his/her full
potential.
2. Principle of scientific selection to select the right person
for the right job.
3. Principle of free flow of communication to keep all channels
of communication open and encourage upward, downward,
horizontal, formal and informal communication.
4. Principle of participation to associate employee
representatives at every level of decision-making.
5. Principle of fair remuneration to pay fair and equitable
wages and salaries commensurating with jobs.
6. Principle of incentive to recognize and reward good
performance.
7. Principle of dignity of labour to treat every job and every
job holder with dignity and respect.
8. Principle of labour management co-operation to promote
cordial industrial relations.
21
9. Principle of team spirit to promote co-operation and team
spirit among employees.
10. Principle of contribution to national prosperity to
provide a higher purpose of work to all employees and to
contribute to national prosperity.
OBJECTIVES OF STUDY
1. To study the HR Policies of the company.
2. To study the amendments made in the HR Policies of Overnite
Express Limited since the time of incorporation.
3. To incorporate the amendments in the base policy and prepare a
final policy.
4. To design a HR Policy manual for the company with special
emphasis on the “Managerial Service Conditions”.
SCOPE OF STUDY
1. In any organization human resource is the most important asset.
In today’s current scenario, Overnite Express Limited is a very
large Logistic and marketer of Courier and Cargo.
2. As most of the company’s overall performance depends on its
employee’s performance which depends largely on the HR POLICIES
of the organization.
3. So the project has wide scope to help the company to perform
well in today’s global competition.
4. The core of the project lies in analyzing and assessing the
organization and to design an HR POLICY manual for the
organization.
*******************
22
RESEARCH METHODOLOGY
RESEARCH METHODOLOGY
1.METHOD OF DATA COLLECTION
The researcher has chosen the questionnaire methods of data
collection due to limited time in hand. While designing data-
collection procedure, adequate safeguards against bias and
unreliability must be ensured. Researcher has examined the
collected data for completeness, comprehensibility,
consistently and reliability.
Researcher has also gathered secondary data which have already
been collected and analyzed by someone else. He got various
information from journals, historical documents, magazines and
reports prepared by the other researchers. For the present
piece of research the investigator has used the following
methods:
• Questionnaire
• Interview
• Observation
2.SAMPLE SIZE
Here, researcher has taken 30 as the sample size.
3.HYPOTHESIS OF PROJECT
Human Resource Policies provided by the organization
of employees works as an agent for the growth of
employees and also motivates the employees to
perform well i.e. employee performance and
satisfaction is the valuable outcome of sound of HR
Policies of the organization.
The various HR Policies in Deepak Nitrite Ltd. makes
the employees enthusiastic towards work.
4.ABOUT THE QUESTIONNAIRE
In this method a questionnaire is sent to the HR
Manager concerned with a request to answer the
questions and return the questionnaire. The
questionnaire consisted of a number of questions
printed or typed in a definite order. The HR Manager
has to answer the questions on their own. The
researcher has chosen this method of data collection
due to low cost incurred, it is free from bias of the
interviewer and respondent have adequate time.
***************
23
HR POLICIES IN
OVERNITE EXPRESS
LIMITED
Employee Handbook
1. Message from the Hon’ble CMD
Dear Overniters,
I am happy to present you this handbook.
As an overniter, you play a very important role in serving the
customers. The purpose of this handbook is to serve you. I hope
that this handbook will help you understand various dimensions of
working in the company.
Let’s work together and make Overnite an enjoyable place to build
careers.
Please feel free to write to me if you have any query or
suggestion.
With best wishes,
O.P.Rajgarhia
(Chairman & Managing Director)
2. Mission
Every member of the Overnite team is committed to the following:
Operational Superiority
Value creation
Energetic People
Revenue Optimization
Newer Businesses
I.T. enabled processes
Trusted service partner for Customers
Ever improving methods & services
24
3. HIERARCHY AT REGIONAL LEVEL
The Company follows a flat hierarchy concept. Hence we have the
following levels in the organization: -
a. Head of business/Function
b. Departmental Team Leader/ Functional Specialist
c. Sub/Sectional Team Leader/Support specialist
d. Team Member
You may be given a suitable designation keeping in mind the
external conditions prevalent from time to time.
4. EMPLOYEE BENEFITS
A. Salary
Your monthly salary shall be credited to your account on or
before the 7th
day of each subsequent month.
B. Statutory coverage
We comply with all statutory requirements of the central
government and the states where our offices are located. You
shall be governed by the provisions of Provident Fund Act,
Employees’ State Insurance Act, Payment of Gratuity Act, Payment
of Bonus Act and Maternity Benefit Act [for woman employees].
C. Increments
Increments are directly linked with your performance. Your
performance shall be evaluated every quarter. Your overall
performance rating for the year will determine your annual
increment/benefits.
D. Employee Recognition Programmes
The following awards shall be given:
• Long Service Award
Upon completion of 5 years or more of service, you will
receive OVERNITE STAR award.
• Exemplary Performance Award
The selection shall be done by the Award committee at the
Corporate Office as per the recommendations of the Regional
Head.
If selected, your photograph shall be displayed in a
prominent place in your concerned work area for a month and
you will receive:
• A letter of appreciation
25
• A cash prize
The factors that may be considered for the awards are: -
a. Exceptional work against odds that has been
appreciated by the customer/s
b. Act of Honesty
c. Act of bravery to save lives and company’s property
E. Scholarship / Award Scheme
To encourage your children, who are good in studies, the
following one-time cash awards may be given during the year:
Class Amount Condition
VI to IX 500/- Minimum 90% in the
annual exams
X to XII 1500/- Minimum 85% in the
annual exams
College Education 2000/- Minimum 65% in the
annual exams
Only two children per confirmed employed parent shall be
considered.
These are one-time annual awards and shall be handed over to the
invited children at the company premises.
The Scholarship and Award committee at the Corporate Office will
sanction these awards during the months of June or July. Special
awards may be granted to children who excel in other co-
curricular/sports activities at the state level.
F. Bereavement Assistance
The purpose of this scheme is to benefit the nominees of any
employee in the event of his untimely demise. You have the option
to be a member. Please sign the consent form available with your
P&A coordinator. Once enrolled, you will contribute through a
deduction equivalent to your one-day’s salary, in the unfortunate
event of a demise of any colleague. The amount thus collected
shall be handed over to the lawful nominee/s of the deceased. The
company will also contribute a reasonable sum to this collection.
This is a token of our contribution to mitigate sorrows of the
family.
All employees shouldering their responsibilities as Leaders or
Heads shall be mandatory participants of this scheme
G. Education
Your continuous up-gradation of skill and knowledge is very
critical for your Performance. Subject to the utility to your
work and at its sole discretion, the Management may allow you,
through a written Order from Corporate-HR, to take admission in
any recognized long-term course run by any Indian, Central or
26
State, University, through contact or distance learning
programmes. e.g. courses run by Indira Gandhi Open University
The following conditions must be fulfilled:
a. You should have completed minimum two years of your service.
b. You will pay 50% of the course fee and the Management will
pay the balance as an advance to you, subject to a maximum
amount of Rs. 10,000/-. This advance shall be deducted in 6
equal monthly installments from your salary.
c. Upon successful completion of the course by you, the
Management will reimburse the complete course fee paid by
you, subject to a maximum amount of Rs. 20,000/-, after six
months of your passing out.
d. The advance money and the final reimbursement only include
the course fee paid to the education institute.
e. You will ensure that your higher education does not disturb
your work responsibilities, commitments and office
priorities.
H. Loan
We understand that seeking suitable advances or loans is
necessary to meet unforeseen contingencies. You must ensure that
only in exceptional situations you should seek a loan.
Today, private banks offer easily available financial options.
While we will not recommend you to disturb your PF deposit, you
even have an option available to seek an advance against it. In
an extreme case, the Head of your region may recommend an advance
against your salary provided the following conditions are met:
o You should have completed one year of your service.
o You are seeking an advance that is not more than 1 ½ months
[45 days] of your monthly salary.
o You have no outstanding payables in your account and three
months have lapsed since you settled your previous advance.
o You agree to repay the advance in 10 [Ten] or less monthly
instalments.
o These advances shall normally be payable after the 10th
of
every month. You may request for special adjustments when
you seek an advance for marriage of self or children,
medical emergencies of self or dependents etc.
I. List of entitlements
The entitlements at each level may keep changing. Hence, they
are not included in this employees’ handbook. The Corporate HR
shall release a list of entitlements from time to time, which
will explain the entitlement at that point of time.
5. WORKING CONDITIONS
A. Work Hours / Days / Weekly-Off
27
At OEL, we take pride in always being present to
serve the Customers, any time they desire. We,
therefore, remain flexible in terms of our duty hours and
days.
Each department maintains a duty roaster uniquely
linked with providing optimum services to the
Customers.
Your work hours, shifts and weekly-off may
accordingly vary to suit the services given to the
Customers. This may, in certain cases, mean working
in split shifts or hours.
B. Holiday
You are entitled to 11 holidays during the calendar year.
These include the three National Holidays i.e.26th
January,
15th
August and 2nd
October. Each year, a list of holidays
is released by the HRD department specifying the dates
on which such holidays shall be observed. This may
vary from state to state.
C. Leaves
You are eligible for 20 days of Earned leave, 7 Sick Leave
and 7 Causal Leave during each calendar year [January to
December].
You shall be entitled to leaves on pro-rata basis if you
join OEL during the year.
Your leaves shall be credited to your account at the
beginning of each quarter on proportional basis.
You can carry forward your un-availed leaves to subsequent
years.
You can encash your ‘earned leave’ once in a year subject to
a minimum post earned leave encashment balance of 30 days.
You should:
o plan your leave, in consultation with your superiors and
colleagues, at the beginning of the year.
o make efforts to avail leave during the lean business
period.
o apply at least one week in advance.
o stick to the period for which you have been sanctioned the
leave.
o not combine leave with any other leave.
o proceed on leave only when it is sanctioned.
D. Attendance and Late Coming
All staff should reach Company establishment between 9:45 AM
to 10:15 AM, if late, late to be marked and three late
coming in one month, shall result in ½ Day absence /loss of
28
wages. If late for more than one hour or leaving the work
place without written permission he/she may lose half day
wages. Punctuality and regularity is great strength of the
person and organization. Total working hours per day is 8
1/2 hours including 30 minutes lunch break. All staffs are
required to record their attendance in the attendance
register by signing at the time of arrival & departure each
day. Failure will result in being marked absent for that
day. In case anyone needs to leave the office during working
hours he/she should obtain written permission from the
concerned authority.
6.WORK DECORUM
A. Handling Of Confidential Matters
Good professionals always remain discreet. Except
under authorization, you should not disclose any
information about the company to any outsider/s.
You should also not use any design, drawings,
software, literature, machines etc. of the company
for any purpose other than company’s business. You
will invite disciplinary proceedings if you do so.
B. Employment Commitment
You should:
1. always observe and conform to such duties,
directions and instructions as communicated by your
superiors.
2. apply yourself diligently to the pursuit of
excellence in everything you do, whether on duty
or outside.
3. respect the rights of everyone and treat others
with dignity, courtesy and respect.
4. always set a good example by ensuring an exemplary
conduct.
5. always observe all possible economies of efforts,
resources and time .
6. remain committed to minimizing wastage.
7. look after the company’s property and money with
due diligence.
8. not take up any direct or indirect vocation
without the consent of the company.
7. EMPLOYEE DISCIPLINE AND CONDUCT
In the day to day performance of the work, you are
bound by certain norms of conduct.
29
The company will not overlook any of the following
undesirable conduct :
Submission of false personal details
Insubordination / inattention to duties
Theft, fraud or dishonesty
Violation of security norms
Fighting
Smoking in office areas
Willful damage to company property
Habitual late coming or irregular attendance
Absence without leave or overstaying beyond the sanctioned
leave
Indecent behaviour or conduct
Being involved in any criminal offense
Gross negligence
Making unauthorised disclosure
Refusal to accept transfer
Not informing company about any serious and contagious
disease like AIDS, Cholera, Jaundice, TB, etc. in the family
or to self.
Direct or indirect involvement with drugs or narcotics.
Commission of any act subversive of discipline
Acting in any manner prejudicial to the interest of the
company.
Breach of any provisions of the appointment of rules and
regulations (as amended from time to time).
The above list is only illustrative in nature.
A. Safety in the Workplace
Safety must always remain a way of life in the day
to day functioning. Practicing safety at work reduces
the risks of activities and losses.
You must report any unsafe condition or procedure to
the superior or the concerned person.
SMOKING is prohibited at the work area.
B. Visitors at the Workplace
o To ensure safety and security of company property
and employees, please contribute by :
o Minimizing the visits of your personal visitors.
o Being selective in inviting official visitors to the
workplace
o Informing immediate superior if any unauthorized
individual is seen within the work premises.
C. Local Travel
You may claim reimbursement when you use your own two-
wheeler or four-wheeler [depending on your entitlement] for
official travel within the city. These rates may vary from
region to region and are revised from time to time.
30
D. Use Of Telephone
You must extend courtesy, enthusiasm and promptness
while using the telephone. Telephone usage (both
internal and external) should remain linked to
company’s business. Personal calls must be minimized.
Brief telephonic conversation will keep the lines
free for others to do their business. Use of
telephone for personal long distance calls is not permitted.
Use of cellular phones should be discreet and non-intrusive.
Flashy ring tones and playing of songs should be avoided.
You should make all efforts to project good telephone
etiquettes and professionalism.
E. Personal Appearance And Behaviour
Your personal appearance and dress up should always
reflect a high sense of professionalism.
The words you speak, the tone in which you speak
and the way you are seen while speaking, all convey
an image to the Customer.
Your appearance and bahaviour must always depict a
picture of COURTESY, CO-OPERATION & CHEERFULNESS in
the eyes of the customer and your fellow colleagues.
You must ensure the following minimum standards:
MEN LADIES
• Clean finger nails Clean finger nails ;
Neat usage of nail polish
• Clear and ironed clothes Clear and ironed clothes
• Fresh breath Fresh breath
• Hair short, clean and Hair neat, clean and tied
neatly trimmed back
• Moustaches short and Footwear - clean, safe and
well-trimmed, if kept comfortable
• No beard Minimum jewellary ;
• Shoes - clean, safe and non-flashy
Comfortable
F. Employee Discipline And Conduct
In the day to day performance of work, you are
bound by certain norms of conduct. Non compliance
may attract disciplinary proceedings.
G. General Security And Safety Drill
You play a critical role in preserving high security
and safety norms at the premises. Please ensure that:
31
1. You are always willing to go through personal frisking and
checking of belongings while entering / leaving the
premises.
2. Tools, material, papers etc. in your possession are kept at
the proper place.
3. Contents in desks, drawers, cabinets, etc. are handed over
to the right person or are locked when you leave the work
place.
4. Valuables are not left unattended.
5. Computer passwords remain confidential.
8. PERSONNEL POLICIES
A. Probation & Confirmation
Minimum Probation for 6 months extendable by another 6
months on the basis of performance. Thereafter an individual
is confirmed to his post.
B. Transfer
You are liable to be transferred anywhere in India from one
place to another place or locally from one branch to another
branch or from one department to another department depending
upon the requirement.
C. Employee Separation
Your services may end for any of the following reason:
1. Resignation
2. Termination
3. Retirement
D. Resignation
This shall be your voluntary act.
If you are not a probationer, you must give at
least 30 days prior notice in writing. During this
notice period, you must discharge your regular
responsibilities. Similarly, if you are placed on any
specialized training or on deputation to any group
property / company, you must meet the contractual
obligation before getting relieved.
Alternatively, you must surrender one month’s wages
in lieu of such notice.
E. Termination
This is a separation initiated by the company in
accordance with the contractual provisions.
F. Pay Deductions
These may be of the following two types :
32
• Mandatory deductions
• Optional deductions
Mandatory deductions are made as per the requirements under
law e.g. P.F., Income Tax, etc.
Optional deductions are made according to obligations
undertaken by you e.g. advances, bereavement
assistance, etc.
G. Retirement
You shall compulsorily retire on a date, when you :
1. Attain the age of 58 years.
2. Are declared medically unfit.
H. Clearance Formalities
Upon service severance, you are expected to:
a. handover all the papers, information, tools,
drawings, designs, software etc to the authorized
person.
b. Obtain clearance from all the support
departments as per the prescribed format.
Unsettled accountabilities can be deducted from your
full and final settlement.
I. Employee Record Update
To help HR department provide better services to
you, it shall be your responsibility to keep them
informed of any changes in your personal data. You
should provide supportive documents wherever necessary.
Some illustrations of such changes are:
• Change of name
• Marital status
• Birth in your family
• Number and names of dependants
• Adoption
• Mailing address
• Telephone number
• Nominations under different schemes etc.
J. Fair treatment
OEL is committed to fair treatment for all its employees. If
you are aggrieved with any act of the company or your
superior, you may write to the Head of the Region who will
address your problem within 7 working days. If you do not
33
receive an answer within this period or are not satisfied
with the answer, you may raise the issue to the Head of HR
at the corporate office who will address the issue within 7
working days failing which you may send your letter to the
Chairman cum Managing Director whose decision should be
acceptable to you.
K. Commitments
You will not, either by virtue of your employment, or in the
course of your duties, receive either directly or
indirectly, any gift, gratification, commission or
consideration in whichever form for yourself or your family
from any person.
You will not disclose any confidential, classified or
strategic information about the company to any outsider
unless specifically authorized.
You will have the responsibility for efficient, satisfactory
and economical operation in the area of activity that may be
assigned to you from time to time. You will ensure that no
damage, injury, waste or loss is done to the property,
goods, tools, documents etc. belonging to the company or its
customers. You shall be personally and financially held
responsible for any such loss caused by company.
You will be a whole time employee of the company and you
will not engage yourself directly or indirectly in any other
business, work or public office honorary or remunerative
except with the written permission of the management.
You shall at all times well and truly account for and shall
when so required makeover to responsible authority all
money, properties, software and things belonging to the
company which may have been placed in your custody or under
your superintendence or may otherwise have come onto your
possession or under your control.
All work done by you or participated in by you in the form
of patent, invention, design, drawings, improvements, plans
and the related shall remain as the exclusive property of
the company.
9. Concluding note
This handbook should be read along with the provisions of the
appointment letter issued to you or any other specific written
understanding arrived at with you. This handbook is the property
of the company. Its contents are confidential. You should not
hand it over to any third party without the prior written consent
of the management. Interpretation of any word or phrase used in
this handbook and/or its contents, the same are subject to
alterations at the sole discretion of the management.
**********************
34
Recruitment Cycle
Is it
Budgeted?
No
Send the Approval
copy to HR
department to fill
the position.
Yes
Is it
Replacemen
t?
No
Prepare Job
Description and
Determine Criteria
Get approval from
MD in the Manpower
Requisition form
through the concern
department.
Do Job Analysis
/Position Review
with the concern
Department Head
Yes
Update the Job Specification
Defining the Process
Setting the Time Frame
Planning
35
Databank (Pool
of Profiles or
Resumes)
Screening Activity
S
o
u
r
c
e
Forward the Profiles/Resumes to
Authorized person of Concern
department
Time Frame
Maximum of one day from
the date of profiles received.
Time Frame
Maximum of three days
from the date of profiles
send.
Is any
Shortlisted
Profiles?
No
Yes
Get the Interview date, Venue &
Timing from the concern
person(Confirm the availability
of interview panel)
Do we have
the sufficient
number of
No
Yes
No
Time Frame
Source sufficient
Profiles/Resumes within 5
days once you received the JD
Time Frame
Minimum of 5 days prior
from the date of Interview
Existing Database
Staff Referrals
News Paper add
Existing Staff
Job Portals
Campus
External Agency
36
Time Frame
1 day before the interview
date.
Is any
candidate get
selected?
Yes
No
Issue the Offer to the selected Candidate
and inform the same to the Consultancy
(If required)
Do two Reference Check for
shortlisted candidate.
Collect the acceptance of Offer
37
Do Medical test & Pre employment check for
selected candidate.
In the case of any negative feedback. We will
cancel the offer of the candidate and look for
fresh candidate.
Do the follow up until the
Collect the acceptance of Offer
and get the joining date from the
candidate.
Recruitment
Advertising
Selecting
Staff
Induction
Identify
Training
Needs
Performance
Appraisals
Moving On
Planning
38
PLANNING
Before recruitment, check the duties and responsibilities your
organisation needs to have performed:
• Is the current job description really what the organisation
needs?
• Do they fit with the organisation’s strategic and business
plans?
• What are the legislative requirements?
• What recruitment policies and procedures need to be
followed?
RECRUITMENT
Ads in the local paper is only one way of recruiting, other
options include:
• Internal notices such as newsletters or email messages
• Notices on public notice boards either within your
organization or in other places
• Existing networks and word of mouth advertising are cheap
and effective
• Recruitment agencies can help sort out potential applicants
and therefore save you time
ADVERTISING
What goes in an advertisement?
• Title and job description
• Job status and salary
• Required skills and knowledge
• Contact details
• Application closing dates
You must not break anti-discrimination laws and job
advertisements must be clear and truthful!
SELECTING STAFF
• You need a good quality selection criteria and an informed
and organised interview panel!
• Short listing candidates will save lots of time.
• Questions you ask at the interview must be consistent for
all applicants and the questions must relate to the
position.
• You can ask about existing injuries if it is relevant to the
position, but be careful – obviously they have to be able to
do the job however it is illegal to discriminate on the
grounds of disabilities
REFERENCE CHECKS
• Obviously you will ask if people can do the job to the
ability
• they claim and its still an important process.
39
• It is also a good time to find out what are things that
motivate your potential employee and what de-motivates them!
INDUCTION
• This is really good time to get to know your staff
personally, so use it as a time for them to not only get to
know the organisation but for you to get to know them a bit
better.
• It is vital you give your employee induction into OH&S
policies and procedures. Other policies and procedures need
to be covered but OH&S is absolutely essential!
• Most inductions start with the individual roles and
responsibilities and work out to the big picture stuff!
• Appointing a buddy can help someone feel welcome and
supported.
IDENTIFY TRAINING NEEDS
• Use the probation period to identify the strengths of your
new worker as well as the areas they will benefit from extra
training.
• It is easier to train the right person for the position than
change poor attitude or work habits even if the person is
highly skilled!
• It is important to know whether the training or professional
development has actually benefited the individual and the
organisation.
• Make sure you evaluate the activities and a good way to
‘value add’ to the training or development is to ask the
worker to give a brief presentation to the next team
meeting.
PERFORMANCE APPRAISALS
• Usually performance appraisals are done at the end of the
probation period and then annually.
• It is important the employee feels supported during this
time so make sure you have some positives as well as
negatives to discuss.
• Break the position down into differing tasks and offer clear
examples of the employees strengths and areas to be
improved.
MOVING ON
• No matter how good a boss you might be, people do need to
move on. Make sure you have some strategies to retain the
corporate knowledge – it could be record books, on line logs
or any other record keeping strategy.
• Sometimes we have to move people as they are not able to
perform to the required level. If you think this may be the
case, make sure you have good record keeping procedures in
place and follow the policies and procedures in your
organisation.
• Is it possible for under
different role in your organisation? It would save time,
money and anxiety for all involved if alternatives to losing
the staff member could be found.
Is it possible for under-performers to be placed
different role in your organisation? It would save time,
money and anxiety for all involved if alternatives to losing
the staff member could be found.
performers to be placed in a
different role in your organisation? It would save time,
money and anxiety for all involved if alternatives to losing
Complete hr policies and its implementation in overnite express limited project report
42
F
E
E
L
I
N
G
S
From: To:
Head, Corporate HR, OEL, New DelhiDesignation:
Immediate superior:
This is a confidential feedback for the purpose of improving systems, working environmen
The management undertakes to protect the interests of the outgoing employee for sharing h
Department/Region:
Date of joining:
Date of submitting resignation:
Reasons for deciding to leave [Tick as many as
apply]
Moving to a new job
Starting my own business
Family circumstances
Dissatisfied with type of work
Dissatisfied with pay and perks
Restricted career growth
Moving away from the area
Any other [specify]
Rate the following 0 1 2 3 4
Work environment 0 1 2 3 4
Career opportunities 0 1 2 3 4
Pay and benefits 0 1 2 3 4
Team members 0 1 2 3 4
Immediate superior 0 1 2 3 4
Other seniors 0 1 2 3 4
Nature of job 0 1 2 3 4
Customer Care at OEL 0 1 2 3 4
Reward and recognition 0 1 2 3 4
Training 0 1 2 3 4
0 = Poor, 1 = Average, 2 = Good, 3 = V.Good, 4 = Outstanding
Give your suggestions [On any or all of the following points. Write overleaf if you find the space insufficient.]
Quality of products and services Business ethics
Nature of work Customer care
Communication within the company Team work practiced by seniors/colleagues
Employee motivation Any other [specify]
Date: Signature:
at
Exit.
OEL-Exit-02
43
KRA & KPI of Executive / Senior Executive-CS
A. Status Inquiry
B. Pre – Alert Processing
C. Booking Inquiry
D. Pickup Request
E. Escalation Matrix
F. Held up packets processing
G. Effective Call Handling
H. Some Useful Points to Remember
I. Software Generated Reports for monitoring the cases
J. Use standard “on-hold” procedures:
K. Follow “warm-transfer” procedures
L. If service requests cannot be immediately resolved- Keep
individuals informed of the progress of their requests Provide a date
when the requested information or service will be ready.
M. If Consignment lost/ Short Received/ Misroute- inform in
written all clear activities/ Exercises about cases to your immediate
Boss, HRB, Manager Accounts and Legal Authority i.e. HR & Admin,
daily and final conclusion of the case at the end of the case.MIS
Preparation, Reverse Pick up, Motivation of Clients,
N. In case of new policies/ information etc, update immediately to BA,
Clients etc.
O. Reverse Pick-up
P. Communicate with Customer/ Clients for Business Generation,
Outstanding Collection,
KRA & KPI of CRM Controller
A. OUTBOUND
1. To send the pre-alert and the data file of major customers to all the
regional offices C.R.M.C.
2. To ensure counter confirmation of the pre-alert and the data file is
procured.
3. To ensure confirmation on actual tally of shipments as dispatched is
procured.
4. To extract delivery status report of major customers on daily basis and
analysis the performances of destination stations.
5. To coordinate with destination C.R.M.C on shipment, which is, pending and
not delivered as per the committed delivery time frame.
6. To extract POD status report of major customer and follow-up with
destination C.R.M.C to have the POD updated in the system.
7. To extract the undelivered and RTO report and analysis the performances
of the destination station and provide the information to corporate
office.
8. To extract POD Detail report and analysis if the agreed SOP is being
adhered by all destinations and report the status to corporate office.
B. INBOUND
1. To send counter confirmation to origin station for the pre-alert and data
file of major customer.
2. To ensure confirmation on actual tally of received shipments as
dispatched is sent to origin station.
44
3. To extract the delivery performances report for local and region and
analysis the performances.
4. To coordinate with Operations in-charge on all issues pertaining to the
negative contribution of performances.
C. OTHER
1. If Consignment lost/ Short Received/ Misroute- inform in
written all clear activities/ Exercises about cases to your immediate
Boss, HRB, Manager Accounts and Legal Authority i.e. HR & Admin,
daily and final conclusion of the case at the end of the case.MIS
Preparation, Reverse Pick up, Motivation of Clients,
2. In case of new policies/ information etc, update immediately to BA,
Clients etc.
3. Reverse Pick-up
4. Communicate with Customer/ Clients for Business Generation,
Outstanding Collection,
KRA & KPI of Executive / Senior Executive-BD
A. Complete Product Knowledge
B. Ensure Incremental Revenue from Existing assigned Client Base
C. To add on minimum 10 New clients per month with average business of
1,50,000
D. To ensure100 % collection target in assigned area within the stipulated
time.
E. Reporting on Daily, Weekly and Monthly basis to immediate supervisor.
F. Minimum 15 calls per day (existing as well as new Calls) with 60%
productivity.
G. Competitor activity to be monitored
H. Daily updating of target achievement sheet in terms of new client,
existing clients and BA requirements.
I. Expense within the Cost ratio and budgets.
J. Visibility of the Brand at ECC / DA / BA.
K. Improve computer literacy
L. Reporting within time limit
M. Maintain good relation at BA, Client, ECC
N. To achieve Incremental Revenue from Existing Client & collection target
O. To ensure new client is added every month.
P. To be on the field for 25 days with minimum 15 calls per day.
KRA & KPI Territory Manager / Assistant Manager
A. Planning and working towards fulfilling company’s growth in terms of
Revenue, No of New Additional clients and Collection target within the
stipulated time.
B. Ensuring all code of ethics are implemented with zero tolerance
C. Handling of minimum 5 Key Account clients. (Above 1 lac)
D. Signing up of minimum 2 Key account client per month.
E. Ensure inventory hygiene is maintained at all BAs, DA’s & ECC.
F. Maintaining overall policy and procedures.
G. Implementation of rate hikes, Fuel Surcharge revision etc on time.
H. Constantly working towards increasing market share.
I. Maintain & enhance BA channel relations
J. Controlling and minimizing company expenses.
K. Training and Developing Executives in the region.
L. DEVELOP A HEALTHY RELATIONSHIP AMONG BUSINESS ASSOCIATES.
M. CREATE AWARNESS OF BRAND IN THE TRADE.
N. Constantly working towards client building and increase in market share
O. Liaising with other department in the region and corporate for smooth
functioning.
P. To achieve the target of sales and collections
Q. Deliver expenses/ sales % as per budget
R. Build high class team of BA’s and ensure productivity/training &
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expenses as per budget
S. To be on the field for 20 days/month
KRA & KPI of Area Manager
A. BD-PROFILE
1. Planning and working towards fulfilling company’s growth in terms of
Revenue, No of New Additional clients and Collection target within the
stipulated time.
2. Ensuring all code of ethics are implemented with zero tolerance
3. Handling of minimum 5 Key Account clients. (Above 1 lac)
4. Signing up of minimum 2 Key account client per month.
5. Ensure inventory hygiene is maintained at all BAs, DA’s & ECC.
6. Maintaining overall policy and procedures.
7. Implementation of rate hikes, Fuel Surcharge revision etc on time.
8. Constantly working towards increasing market share.
9. Maintain & enhance BA channel relations
10.Controlling and minimizing company expenses.
11.Training and Developing Executives in the region.
12.DEVELOP A HEALTHY RELATIONSHIP AMONG BUSINESS ASSOCIATES.
13.CREATE AWARNESS OF BRAND IN THE TRADE.
14.Constantly working towards client building and increase in market share
15.Liaising with other department in the region and corporate for smooth
functioning.
16.To achieve the target of sales and collections
17. Deliver expenses/ sales % as per budget
18. Build high class team of BA’s and ensure productivity/training &
expenses as per budget
19.To be on the field for 20 days/month
B. ADMIN PROFILE
1. Staff Management
Managing Staff, Handling their queries, Motivating them, Recruitment
for filling the vacancies in coordination with the Regional office,
etc
2. Office Equipments
Upkeep of EPABX/Fax/Generator/Aquaguard/Water Coolers/ACs or any
other office equipments. Maintain inventory of all the office
equipments and mobile phones.
3. Telephones
Liaisoning with the concerned deptt., timely deposit of bills,
keeping track of new schemes announced by telecom companies
etc. Maintain list of phone lines (all types) in the complete region.
Monitor usage of all landlines through EPABX software to control any
mis-use. Recharging of prepaid mobile phones in the beginning of
every month.
4. Water Supply and Electricity
Liaisoning with the concerned deptt., timely deposit of bills and
ensuring uninterrupted supply of both these essential services.
5. Traveling
Co-ordinating all travel arrangements which includes Railway/Hotel
bookings. for executives/staff (both ways). All Air travel tickets to
be procured from corporate office only.
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6. Security
Ensuring security of the office premises in co-ordination with the
Security Guard.
7. Housekeeping
Keeping the office clean and in a spick & span condition. Organise
furniture/carpenter work from time to time as per the
requirement after taking necessary approvals from HRB and corporate
office.
8. Company Vehicles
Upkeep and maintenance of company vehicles. Maintain list of company
vehicles and also monitor its insurance due date.
9. Regional Newsletter
Responsible for publication of Regional Newsletter “Regional News
Flash” in co-ordination with the HRB.
10. Rent Agreements
Maintaining Rent Agreement files of AO’s/Mini Hubs, if any.
11. Database of Resumes
Maintaining database(s)of Resumes for Data Entry Operators/Assistants
or any other category which may be required.
12. Visiting Cards
Responsible for printing of Visiting Cards of your Region etc.
C. Operation
1. He has to ensure that entire operation working under him should work in
neat & clean way.
2. Same day AZ from all BA/DA is compulsory.
3. SMS punching at 100% on real time basis & DRS punching should be
done in evening.
4. DRS of each BA/DA should come to area office by evening along
with load.
5. Strike report of same day delivery in local should be 100% and in
T/S locations it should be 97%.
6. Load dispatch from his area should be proper , with complete
marking and paper works as desired for the destination.
D. Finance
1. AWB Management
2. Imperest Management
3. TO-Pay Collections
4. Cash Sales Collections
5. Market Outstanding Management,
6. Centralized Bill Submission and Collections
7. BA, DA and All kinds of Vendors Management
KRA & KPI of Head Regional Business
A. BD Profile
a. Planning, developing Strategies, Policies which strengthen the
Sales and overall development of the organization.
47
b. Business Development is taking place as per the company’s policies
and objectives.
c. To set Sales/Collection Targets for individual offices.
d. The rates quoted are as per the company’s norms.
e. Contract forms are signed for each and every client.
f. No pick-up is started before the signing of the contract
g. Adequate operational support is provided.
h. The correct A.W.B. is used for Dox/Non-Dox/Parcels by Surface and
Parcel by Air.
i. Each and every packet/Sample/Parcel booked is affixed with a
proper A.W.B. or Bulk Mail POD as the case may be.
j. No consignments are booked in deviation with the standard
operating procedures of the company.
k. Submission of timely reports from Head Regional Marketing.
l. Verify and forward the reports to the corporate office within the
stipulated time frame and with his comments.
B. Other Profile
a. Monitoring the overall working of the region and taking the
corrective action as per requirement.
b. Control on Market Outstanding.
c. Achievement of Arithmetic Zero of operations.
d. Analysis of the expenses of the region to reduce the expenses
under each head to the bare minimum level.
e. To ensure that the payment to the vendors and other parties are
made as per the commitments.
f. Have a close interaction with the Business Associates to keep them
motivated for the overall growth of the Company.
g. To maintain office discipline and Healthy working
culture/atmosphere.
h. To meet the service standards by ensuring proper
delivery/connection etc.
i. Complying with the Corporate Offices messages/instructions.
KRA & KPI of Manager/ Sr. Manager- Marketing
a. Responsible for the achievement of Sales Targets.
b. To formulate and execute the marketing strategy in his region.
c. To assist his marketing team & Business Associates in meeting
their sales and collection targets.
d. To identify the business opportunity within the region and strike
to convert into Company Share.
e. To constantly monitor the activities of the sales team and
initiate corrective measures wherever necessary.
f. To continuously, educate, inspire and motivate his sales team and
B.A.
g. To personally interact will all major existing clients and make
presentations before high value clients.
h. To analyze and respond to the reports submitted by the junior
colleagues.
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i. To co-ordinate with the Regional Business Head for the overall
business development in the region.
j. To implement the directives issued by the Regional Business Head
and the corporate office from time to time.
k. To constantly keep the corporate office updated with the various
trends prevailing in the region
l. To suggest way, means, policies and strategy for achieving the
desired growth in the region.
m. To identify the major clients in his region and put them on CRM.
n. To ensure there is no inhouse cannibalization of clients by
various Business Associates.
o. To constantly educate his team against giving and ambitious or
wrong commitments.
p. To constantly monitor the viability to each client’s business and
initiate corrective measures wherever necessary.
KRA & KPI of Coordinator – Sales/ Marketing
a. Responsible for the total development of the product.
b. Prepare Business Proposal, Contract, CIP, MTD etc
c. Responsible for each and MIS Preparation and timely forwarding to
the Concerned Authority
d. Responsible for Reverse Pick-up in the entire region, Cross
Checking DSR and other report submitted by Marketing/ Sales Team.
e. Maintaining an Active Client list of Clients in accordance with
assigned targets.
f. Will co-ordinate and supplement the efforts of his/her B.A’s for
achieving their sales target.
g. Will be responsible for the realization of individual sales
target.
h. Will minutely monitor the progress of his/her clients and
constantly interact with them for close co-ordination.
i. Will analyze the marketing inputs from his team and co-ordinate
with his HRB/MGR-BD for planning a right strategy.
j. Shall make himself/herself available at a short notice for
visiting, finalizing or presentation with a client.
k. Assist the HRB/MGR-BD with any other business development.
l. Will constantly monitor the business and prevent any cast
customers being converted into credit clients.
m. Handling vouchers of all Marketing Team Members.
n. Code allotment to new clients.
o. All documents’ filing.
p. Arranging stationery for all Marketing Team Members.
KRA & KPI of Manager- Accounts
a. To ensure 100% correct sales billing after taking care of all
bookings, weights, destinations, rates etc. and submission of
bills latest by 3rd
of each month.
49
b. Collecting all payments within 45 days from the date of billing.
c. Collecting 100% amount of the bill without any deduction.
d. Analyzing the expenses of the region to reduce them to bare
minimum level.
e. Not incurring any non-recurring expenses without the approval.
f. Paying to our vendors as per commitments.
g. Job responsibilities of individual staff are fixed and are
monitored.
h. Monthly reconciliations of accounts of Business Associates and
Banks.
i. AWB Control.
j. To ensure sales and accounting as per the Company Policies.
k. Preparation and timely submission of prescribed MIS and other
reports.
l. Complying with the Corporate Offices messages/instructions.
KRA & KPI of Manager/ SMGR-OPS- Operation
a. Moving the load by the best and the cheapest mode.
b. Achieving the Arithmetic Zero on daily basis.
c. Ensure the sanctity of cut offs for timely connections.
d. Maintain correct routings and manifest shipments accordingly.
e. Ensure delivery commenced in time.
f. Monitor undelivered shipments, RTO and misrouting, missed
connections, off-loading etc.
g. Train all OPS staff on service stations and latest routings for
correct manifesting.
h. Keep the motivation level of all OPS staff at a high level to
maintain operational efficiency.
i. Assist the marketing team whenever requested to maintain client
confidence.
j. Check revenue leakage through wrong weight, misroutes, unviable
vendors etc.
k. Maintain close inter-action with Business Associates on
operational issues.
l. Complying with the Corporate Offices messages/instructions.
m. Ensure Operations procedures are adhered to 100%.
n. Ensure all Leaders / In-charge / Controllers function as per their K.P.I.
o. Responsible for timely data capture on system.
p. Responsible for smooth POD transfer & data from region.
q. Responsible for 100% proactive delivery strike rate of local and Branch.
r. Visit all Delivery Branches and ensure operations guidelines provided by
corporate operations are practiced.
s. Ensure all delivery staff are presentable and in company uniform.
t. Ensure full proof control on pilferage / lost / damage shipments at hubs
and branches.
u. Resolve – lost/pilfered/short received/claim cases as per corporate
directives.
v. Implement cost control measure on Vehicles/Manpower/line-haul/inventory
in consultation with HRB and Self
w. Impart induction and training to all staff in operations department.
x. Conduct weekly operations meeting.
y. Motivate team members through proper man management skills.
z. Ensure unbiased support to team members at all times.
aa. Act as troubleshooter – providing solutions to problems.
bb. Optimise operations service standard by identifying area’s of
concern and bring into the notice of HRB and Self
cc. Identify new service provider on Quality standard parameter.
dd. Develop cordial relation with airlines / customs / co-loaders /
government Authority & statutory bodies to facilitate smooth operations
functions.
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ee. Responsible for quality productivity in the respective region.
ff. To Review / Audit performances of Hubs / Delivery Offices /
Branches.
gg. To prepare & present fortnight / monthly Operations Report to
Regional Business Head and Self
KRA & KPI of Assistant Manager - OPS
a. Responsible for total functioning of the Hub / Branch.
b. Responsible for 100% in-scan & out-scan of shipments.
c. Responsible for 100% data capture & 100% on-time POD capture in system.
d. Responsible for 100% transfer of hard copy pod’s to respective origins.
e. To achieve 100% AZ performances as per corporate directives.
f. Accountable for on-time connections through Air, Rail & Road movements.
g. Responsible for daily / week / monthly reports.
h. Conduct weekly Operations meeting in the absence of 1st Incharge.
i. Conduct induction & training to Operations staff.
j. Implement process & SOP’s as per directives of Corporate Operation.
k. Monitor inventory and operation stationary usage.
l. Focus & design cost control parameters related to operations department.
m. Responsible for vehicle movement.
n. Handle administrative & vender liasoning.
o. Develop public relation with co-loaders/airlines/customs/government &
statutory bodies.
p. Maintain Code of Conduct as per Company norms.
q. Accountable for executing disciplinary action on sub-ordinates.
r. Update new service changes and location to operation team.
s. Focus and develop new avenues & modes for better proactive quality
service.
t. Ensure smooth & effective communication with inter-department / regions
/stations.
u. Ensure smooth operations in the absence of Smgr-OPS
KRA & KPI of Credit Card Controller
A. OUTBOUND OPERATIONS
1. To count all the Credit Card shipments and tally it with the incoming
manifest.
2. To ensure 100% in-scan of the Credit Card shipments.
3. To ensure 100% out-scan of the credit cards and prepare the manifest
destination wise.
4. To pack the cards destination wise in poly bags and seal them.
5. To ensure the sealed poly bags are put in the correct mother bags for
dispatch to destination.
6. To hand over the bags to the Operation In-charge for connection.
7. To prepare outbound pre-alerts and forward to destinations after
connection of shipments / Bags.
8. To verify / demanifest in-coming v/s Outgoing manifest of the Credit
Cards.
9. In the event of short receipt of shipment to intimate Credit Card CRM at
Corporate / 1st
In-charge in Operations/ respective HRB of the station
and Head All India Operations.
B. Inbound Operations
a. To check if Credit Card bag is received in proper sealed condition.
b. To count all the Credit Card shipments and tally it with the incoming
manifest.
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c. To ensure 100% in-scan of all credit card shipments.
d. To ensure 100% out-scan and prepare manifest to be handed over to
Delivery office / transshipment.
e. To prepare poly bags delivery office wise and seal the bags before hand
over.
f. To ensure the transshipment shipments properly bagged and sealed for
dispatch.
g. To call all the Delivery offices / Destinations and inform them the total
number of Credit Cards sent to them for delivery. He will also inform
them to either email or confirm on telephone the delivery details by the
same evening.
h. In the event of short receipt of shipment to intimate Credit Card CRM at
Corporate / 1st
In-charge in Operations/ respective HRB of the station
and Head All India Operations.
i. To ensure delivery office will tally the number of Credit Card recd with
the manifest.
j. To ensure the Cards are delivered only to Cards Member/actual consignee
as mentioned on the shipment.
k. At the time of delivery the cards should be delivered only after carrying
out a valid ID check.
l. The list of valid ID check is:
1. Pass Port
2. Driving License
3. Ration Card
4. Voter ID
5. PAN Copy
6. Company ID Card bearing photo
C. Other
a. The photo identification check must be mentioned on the POD at the time of
delivery.
b. In case the Consignee is not available at the time of delivery the contact
card as mentioning AWB number on the contact number of the delivery office
must be left behind.
c. The un-delivered credit cards must be retained under lock & key at the
delivery office.
d. In case the Consignee does not respond to the contact card, the delivery
office will try to contact him on the telephone and organize the delivery as
per the consignee instructions.
e. In case the delivery office fails to contact the consignee on the telephone
the second attempt will be made to deliver the packets.
f. In case the delivery is still not possible one more contact card will be
left behind and consignee tried to be contacted on telephone the next day.
g. If the consignee is still does not contact the delivery point than the
concerned office will try to seek an alternate address from the RO.
h. The third attempt will be made at the alternate address. In case the
delivery is still not possible the card will be returned to origin.
i. In no case shall the card be returned to origin before three delivery
attempts spread over a period of six days.
j. The delivery office will highlight all the un-delivered cards daily in the
Non Delivery report and send it to RO the same day.
k. To ensure the delivery office will ensure utmost safety and security of all
the Credit Card under its possession.
l. To ensure in the unlikely event of the card getting genuinely lost or Mis-
placed due to unavoidable and unforeseen circumstances the same must be
reported telephonically to CCC within 10 minutes of the lost.
m. If the loss is not reported to CCC within 10 minutes of its happening the
entire liability will come upon the delivery office.
52
n. To ensure the delivery office sends all the PODS delivered for the day of
delivery so that the system is updated the same night.
o. To ensure all the transshipment, delivery office to email the delivery
details/non delivery details of all the credit cards to the CCC the same
evening positively.
p. To achieve AZ Report by end of the day.
KRA & KPI of Document In-charge / Controller
A. INBOUND OPERATIONS
a. To verify all the bags /shipments are received as pre-alerted.
b. To check and verify if all bags / shipments are received in proper and
good condition.
c. Ensure 100% in-scan is done for all inbound shipments.
d. Ensure shipments are 100% out-scanned and manifested to respective
delivery offices.
e. Ensure all shipments are connected / handed over to delivery offices for
delivery in the set time frame.
f. To demanifest once all the shipments are handed over to delivery offices.
g. To immediately forward email message to Origin station on the
discrepancy.
h. To send counter manifest confirmation to all origins.
1. For Shipments received damaged / short received kindly refer to
procedures to be adhered provided on the subject.
B. OUTBOUND OPERATIONS
a. Ensure shipments are received in proper packaging from the shippers.
b. If the packaging is not adequate then have the same done in consultation
with the operations manager.
c. Ensure shipments are 100% out-scanned / manifested and handed over to the
delivery offices and Transshipped.
d. Ensure all shipments / Bags to be connected are in good travel condition.
e. Ensure no unwanted markings that could misroute the bags are found on the
Mother bags.
f. Ensure all Mother bags are sealed properly with the Bag lock seals before
transferring them to airport for connection.
g. Ensure all bags and seal are in proper condition when handing over to co-
loader / airline.
i. Ensure all details mentioned on ACN are written clearly.
j. Prepare outbound pre-alerts and forward to destination after connection
of shipments / Bags. To check and verify if all counter alerts for
previous day are received from destinations.
Prepare & update daily reports on system such as: -
⇔ Cage / Hold shipment report.
⇔ Inbound & outbound pre-alerts/counter-alerts.
⇔ Counter Master Manifest.
⇔ Vehicle movement & running log book.
KRA & KPI of Parcel In-charge / Controller
A. INBOUND OPERATIONS
a. To verify all the bags /shipments are received as pre-alerted.
b. To check and verify if all bags / shipments are received in proper and
good condition.
c. Ensure 100% in-scan is done for all inbound shipments.
d. Ensure shipments are 100% out-scanned and manifested to respective
delivery offices.
e. Ensure all shipments that are cleared from regulatory carry correct and
valid documentation for recovery of payments from receivers.
f. Ensure all shipments are connected / handed over to delivery offices for
delivery in the set time frame.
53
g. To demanifest once all the shipments are handed over to delivery offices.
h. To send counter manifest confirmation to all origins.
i. For Shipments received damaged / short received kindly refer to procedure
to be adhered provided as per relevant annexure attached on the subject.
B. OUTBOUND OPERATIONS
a. Ensure shipments are received in proper packaging from the shippers.
b. If the packaging is not adequate then have the same done in consultation
with the operations manger.
c. Ensure all parcel shipments are traveling with requisite paper work.
d. Do not connect shipments if adequate paper works not provided by the
shipper.
e. Ensure 100% out-scan / manifesting of shipments.
f. Ensure all shipments / Bags to be connected are in good travel condition.
g. Ensure no unwanted markings that could misroute the bags are found on the
Mother bags.
h. Ensure all Mother bags are sealed properly with the Bag lock seals before
transferring them to airport for connection.
i. Ensure all bags and seal are in proper condition when handing over to co-
loader / airline.
j. Ensure all details mentioned on ACN are written clearly.
k. Prepare outbound pre-alerts and forward to destination after connection of
shipments / Bags.
l. To check and verify if all counter alerts for previous day are received
from destinations.
˜ Prepare & update daily reports on system such as:-
⇔ Cage / On-Hold shipment report.
⇔ Inbound & outbound pre-alerts/counter-alerts.
⇔ Vehicle movement & running log book.
KRA & KPI of POD Controller
a. To coordinate with AZ controller and ensure all PODS are received
in the set time frame, for Local Delivery same day of delivery and
for T/S Branches 48 hrs.
b. Ensure 100% POD capture is done on the same day of receipt of the
PODS.
c. While POD entry on the system to ensure the following information
is captured accurately.
i. Airway bill number.
ii. Origin of the shipment.
iii. Destination of the shipment.
iv. Booking Date.
v. Name of the receiver.
vi. Date of Delivery.
vii. Signature indication on system
viii. Company stamp indication on the system.
ix. Time of Delivery.
x. Relationship for Credit Card Shipments.
d. Ensure 100 % POD capture on system is done before 07:00 AM on
daily basis.
e. Ensure 100% Data capture of NDR the same day, to coordinate with
AZ Controller in obtaining the NDR report in the set time frame.
f. Ensure all Data transfers to Regional and Corporate Offices is
done through Autosinc software by 08:00 AM on daily basis.
g. Ensure PODS are batched together relevant entries are made on the
POD cover before dispatching the same to Origin / Regional
Offices.
h. All PODS must be sent next day of data capture under an AWB to the
attention of the POD Controller of the respective Origin /
54
Regional Office Controller.
i. Ensure proper relevant entries of the covers are made in the
register before dispatching the POD covers.
j. Ensure all return PODS are segregated and sent to actual Origins
as per point 6,7,8.
k. Ensure all return PODS are sorted as per distribution list and
stored at Regional Offices for hand over to shipper /future
references.
l. To analysis the speed of the POD entry operators on daily basis to
check the productivity.
KRA & KPI of System Incharge
a. Monitor and make sure that all the servers, workstations and
softwares are running properly.
b. Take back up of data (daily/weekly/monthly) as per the laid down
procedure.
c. Update definitions file of Anti Virus softwares in all the servers
and work stations as and when recd. from the Head Office.
d. Protect the password of all the servers.
e. Monitor and make sure that the booking office softwares is running
properly with all the concerned business associates.
f. Keep a check on any kind of misuse of any Hardware or Softwares.
g. Send weekly/monthly report to HO from time to time.
h. Complying with the Corporate Offices messages/instructions.
Remarks:
1. The Aforesaid KRA & KPI should be followed as per SOP of Company
2. KRA & KPIs shall be revised time to to time and information will
be provided in written
3. In case of fraud/ misdeed/ pilferages/dishonesty in connection
with company's business or property the Company is free to take
action as per the policies.
Types Of Discipline Problems:
• Attendance
• On-The-Job Behaviors
• Dishonesty
• Outside Activities
Before Disciplinary Action:
• Seriousness Of The Problem
• Duration Of The Problem
• Frequency And Nature Of The Problem
• Employee’s Work History
• Degree Of Socialization
• History Of The Organization's Discipline Practices
• Implications For Other Employees
55
• Management Backing
• Make Disciplinary Action Corrective Rather Than Punitive
• Make Disciplinary Action Progressive
• Follow The “Hot Stove” Rule (Immediate Response, Warning,
Consistent, Impersonal)
Disciplinary Actions:
• Oral Warning
• Written Warning
• Suspension
• Demotion
• Pay Cut
• Dismissal
• Employment-At Will
A GENERAL PROFORMA OF CHARGE-SHEET
To,
Mr. XYZ,
(Emp_Code),
Address...........................
It has been reported against you that on the DD/MM/YYYY (Mention Date)
at...................... (Place) you........................ (Mention
clearly the act or acts of alleged misconduct). (For example, in case
of overstaying sanctioned leave/obtaining leave on false grounds
That you proceeded on leave duly granted to you on DD/MM/YYYY, from
DD/MM.YYYY to DD/MM/YYYY on the pretext that your mother was seriously
ill and that you have failed to report on duty on the expiry of the
said leave, and have remained absent from work without obtaining
prior permission or even without an intimation for further grant of
leave. Furthermore, it has come to our knowledge that your mother was
not sick and that you obtained the original leave on false ground.
These acts/ omission constitute misconduct of serious nature)
The above acts alleged against you amount to misconduct which if proved
would warrant disciplinary action against you.
Accordingly, you are hereby required to show cause within .......days
of the receipt hereof as to why you should not be dismissed or
appropriate disciplinary action against you.
Should you fail to submit your explanation as required, it will be
presumed that you admit the charges and have no explanation to offer
and the matter will be disposed off without any further reference to
you. Since the charges levelled against you are of serious nature, you
are hereby suspended pending further enquiry and final order in the
matter.
Dated.................................
Signature
(Authorised Signatory)
56
A GENERAL PROFORMA OF DISMISSAL LETTER
To,
............................................
With reference to the charge sheet No. ............................
dated.......................... issued to you on ............. and the
enquiry held thereafter the report of which already been sent to you
along with the show – cause notice notice served on you on
..................We have duly considered the Enquiry Report and are
satisfied that the charges levelled against you have been proved
against you.
In view of the serious nature of the misconduct committed by you, the
findings of the enquiry officer and the warnings given to you in past
on various occasions, We have decided to dismiss you from services
with immediate effect/with effect from.......................
Yours faithfully.
Dated........................
For M/s......................
(Authorised Signatory)
A GENERAL PROFORMA OF Termination Letter
March 30, 2004
To,
Mr/Ms ABC X
Address........
Dear Mr X,
This has reference to the charge sheet dt...... issued to you
on......, which has been duly received by you* on........and
subsequent disciplinary enquiry.
I have gone through the report of the Enquiry Officer, and concur
with him that the charges levelled against you under cl......of
the Standing Orders, as applicable to you, are proved beyond
doubt.
Considering the gravity of the misconduct, it has been decided to
terminate your services, as your presence in the company will be
subversive to the discipline of the company and against the
morale of the employees. Accordingly your service is being
terminated forthwith with effect from.... .
You may collect your legal dues on any working day after.... from
the...department.
Thanking you,
Yours truly,
Signature**
57
In the present scenario of competition, employees are the whole
and sole of the Organization. For efficient working and smooth
running of an Organization it is important to see to the problems
of the employees and also create a healthy environment with good
working culture. Overnite Express Limited believes not only to
recruit more and more staffs but also to retain them for longer
duration towards the betterment and success of the Organization.
Our Organization has come up with lots of initiatives that are
oriented to provide a better complaint redressal mechanism
whenever any sort of grievances arises against the Organization
or against any staff.
Policy:
Grievance redressal policy differs between large & small
Organizations. A complaint lodged verbally by an employee will be
treated as grievances. However, grievance will be regarded as
formed when the dissatisfaction is given in writing. Such
disputes which are of a reasonable magnitude arising out of ill
feeling by an employee or group of employees may be regarded as
grievance. The feeling of injustice may be related to wages, mode
of its payment, leave, transfer, positions, promotion, and
treatment by superiors, interpretation of code of conduct or even
the food supplied in the canteen.
The idea of framing the policy in Overnite Express Limited is to
solve the problem and the complaints of the staff. In this policy
each and every staff has the right to express his/her grievance
and there is a procedure to be followed. The policy has been
formulated taking the following in to consideration:
• Employees are treated fairly at all times.
• Complaints raised by employees are dealt with courtesy and
on time.
• Employees are fully informed of avenues to escalate their
complaints/ grievance within the Organization and
alternative remedy if they are not fully satisfied with the
response to their complaints.
• All complaints are dealt efficiently and fairly.
In order to make the redressal mechanism more meaningful and
effective, a structured system has been built. This system would
ensure that the redressal is fair and just within the given frame
work of rules and regulations so that the employees would be
aware of the complaint handling process
58
Procedure:
A. First stage
• When an employee faces any grievance, he/she has to report
it to his/her immediate superior. Such immediate superior
officer is expected to give reply or find the solution to
the grievance within the time stipulated according to the
gravity of the grievance made.
• If the matter is not settled or if the settlement made by
him/her is not acceptable to the concerned employee, then
the employee can directly contact the DAC (Disciplinary
Action Committee) either through verbal communication or
by submitting a written application in person or via mail.
• The committee investigates on this matter and based on the
findings it prepares a report to present before the
chairperson of the committee who takes decision with the
help of the submitted report.
The above stated mechanism is flexible depending upon the
situation. In each stage, the way of presentation by
the employer and the employee is transparent. If there is
any ambiguity in the case a detailed investigation and
proceeding for expert opinion would be considered.
B. Second stage (If he/she is not satisfied with the
decision of DAC)
• In second stage, the employee concerned will be permitted
to present his/ her grievance with the help of co-workers
to the Director who in turn listens to the grievance and
tries to give a solution and constitutes a committee
according to the merit of the case or issue put before
him.
⇒ Discipline and code of conduct
In any social system, irrespective of its nature, it is important
to determine a set of rules that will regulate the conduct of its
members and should be observed in order to function successfully.
Similarly it is important in the workplace to determine a set of
rules to regulate the relationship between the employees and the
employer in the form of a disciplinary procedure. The
disciplinary procedure is regarded as a guideline and its
interpretation is adequately flexible in order to adjust to
various circumstances.
Overnite Express Ltd follows its own Disciplinary rules and code
of Conduct and no one is allowed to abuse the system while they
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report
Complete hr policies and its implementation in overnite express limited project report

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Complete hr policies and its implementation in overnite express limited project report

  • 1. 1 COMPLETE HR POLICIES AND ITS IMPLEMENTATION IN OVERNITE EXPRESS LIMITED PROJECT REPORT (A Report Submitted in Partial Fulfillment of the Requirements for the Degree of Master of Business Administration – HRM in Pondicherry University) Submitted by Mr. Avinash Kumar Enrolment No: 2012390211 MBA: In Human Resource Management (Batch 2012-2014) Project Supervisor Mr. C.S Asthana Head – HR & Legal
  • 2. 2 Students' Declaration I, Avinash Kumar hereby declare that the Project Work titled “ Complete HR Policies and its Implementation with regard to Logistic Company (M/s Overnite Express Ltd) ” is the original work done by me and submitted to the Pondicherry University in partial fulfillment of requirements for the award of Master of Business Administration in Human Recourse Management is a record of original work done by me under the supervision of Mr. C.S Asthana Head – HR & Legal in Corporate Office of M/s Overnite Express Ltd. Enrolment No: 2012390211 Date: 25-06-2014 Signature of the Student
  • 3. 3 Certificate of the Guide This is to certify that the Project Work titled “Complete HR Policies and its Implementation with regard to Logistic Company (M/s Overnite Express Ltd)” is a bona-fide work of Mr. Avinash Kumar. Enrolment No: 2012390211. Carried out in partial fulfillment for the award of degree of MBA: Human Resources Management of Pondicherry University under my guidance. This project work is original and not submitted earlier for the award of any degree / diploma or associateship of any other University / Institution. Signature of the Guide (Chandra Shekhar Asthana) [Corp. Head –HR & Legal] (Guide's seal) Place: Overnite House East Park Road New Delhi Date: 25-06-2014
  • 4. 4 PREFACE Human resource management is concerned with people element in management. Since every organization is made up of people, acquiring their services, developing their skills/ motivating to high level of performances and ensuring that they continue to maintain their commitments to the organization which are essential to achieve organizational objectives. This project is meant to know the Human Resource Policies in the organization. The HR Policies are a tool to achieve employee satisfaction and thus highly motivated employees. The main objective of various HR Policies is to increase efficiency by increasing motivation and thus fulfill organizational goals and objectives. The objective is to provide the reader with a framework of the HR Policy Manual and the various objectives that the different policies aim to achieve. The main focus was on the managerial and senior Managerial levels of employees in OVERNITE EXPRESS LIMITED.
  • 5. 5 ACKNOWLEDGEMENT This report is an outstanding prospect to convey my gratefulness to those many people whose timely help and guidance went a long way in finishing this project work from commencement to achievement. I would like to express my sincere thanks to Mr. C.S Asthna and S.R Ghatak for giving me an opportunity to explore the practical knowledge practiced by the company. This project could not been completed without the able guidance and support of Mr. C.S Asthna and his HR, Admin and Legal Team. I am very glad to work with the organization as a trainee. I am grateful to HR & Legal Department of OVERNITE EXPRESS LIMITED for helping me to get the information and an invaluable experience. Last but not the least would like to thank my friends, family members and all those people who helped me for the completion and deeper understanding of the Concept of performance appraisal. Working on this project has proved to be an enlightening experience for me. Avinash Kumar (Roll No. 2012390211)
  • 6. 6 TABLE OF CONTENTS Chapter No. Title Page No. 1 INTRODUCTION 9-21 1.1 About The Organization 9-9 1.2 Working Philosophy and Practices in OEL 9-10 1.3 Vision & Mission 11-10 1.4 Corporate Values 10-11 1.5 Qualities & Environment 12-12 1.6 Research & Development 12-12 1.7 Board of Director 12-12 1.8 Achievement 12-12 1.9 Product Rage 12-17 1.10 Hierarchy in OEL 18-18 1.11 About The Topic 19-19 1.12 Formulating Policies 19-19 1.13 Benefit of Hr Policies 19-20 1.14 Principle Of Policy 20-21 1.15 Objective Of Study 21-21 1.16 Scope of Study 21-21 2 Research Methodology 22-22 2.1 Method of Data Collection 22-22 2.2 Sample Size 22-22 2.3 Hypothesis of Project 22-22 2.4 About the Questionnaire 22-22 3 HR Policies in Overnite Express Limited 23-64 3.1 Employee Handbook 23-33 3.2 Recruitment Cycle 34-40 Feedback & Exit Time 40-42 3.3 Key Responsibilities of All Team 43-54 3.4 Management Of Discipline 54-56 3.5 Grievance Redressal Policy 57-61 3.6 Sexual Harassment 61-69 3.7 A GUIDELINE FOR CONTROLLING SEXUAL HARASSMENT AT WORK PLACE ACCORDING TO VISHAKA JUDGMENT 70-101 4 Domestic Enquiry 102-108 4.1 Objective 102-102 4.2 Principal of Natural Justice 102-102 4.3 Rules Of Natural Justice 102-103 4.4 Steps Involved in The Procedure for Disciplinary Action 103-105 4.5 The Dilemma 105-107 4.6 The Enquiry Report 107-107 4.7 Final Decision of The Punishing Authority 107-108 4.8 Conclusion 108-108 5 Compensation Management 109-109 6 Why Retention 109-109 7 Separation Policy 110-110 8 Training Module 111-121
  • 7. 7 TABLE OF CONTENTS (Contd.) Chapter No. Title Page No. 8.1 Training Process 111-115 8.2 Method Of Training 115-118 8.3 Training Feedback 119-121 9 Organizational Development Interventions 122-127 10 Goals & Objectives Management 128-130 11 Attitude Management 131-140 12 Time Management 141-143 13 Data Interpretation 144-154 13.1 Recruitment and Selection 144-146 13.2 Induction 146-147 13.3 Training & Development 147-149 13.4 Performance Appraisal 149-150 13.5 Career Progress 150-151 13.6 Leave Police 151-151 13.7 Communication and Decision Making Process 152-152 13.8 Rewards & Recognition 153-153 13.9 Personal Accident Insurance Policy 153-154 13.10 Mediclaim Policy 154-154 14 Conclusion 155-155 15 Suggestion & Recommendation 156-156 16 Biography 157-157 17 Annexures 158-160 17.1 Questionnaire 114-115 EXECUTIVE SUMMARY My internship at Overnite Express Limited, Chandigarh was a great exposure to the industry. After going through my executive training, I had a firsthand experience of how an industry as well as HR department functions. INTRODUCTION OF PROJECT This project is about the HR Policies in Overnite Express Limited. The HR Policies in an organization helps every individual to raise his/her potential in all facets by helping him to be satisfied and secured about his present and future. PROJECT TITLE The title of the project is “Complete HR Policies and Its Implementation in Overnite Express Limited”. As the name indicates it is the study of the HR Policies prevalent in the organization. ORGANISATION
  • 8. 8 Overnite Express started its business in logistic trade in 1987 for providing courier and cargo services in four metro cities in India Viz Chennai, Delhi, Kolkata and Mumbai. It is said that the journey of a thousand miles begins with a single step. In the last twenty-Seven years, indeed, Overnite Express Limited (OEL) has covered a long distance. Today Overnite Express Ltd has: • Over 2,800 conveniently located offices serving over 6,000 PIN Codes spread over 1,000 locations across the country. • Corporate Office in Delhi, 20 Regional Offices, 58 Area Offices working round-the-clock, throughout the year. 20 Regional Hubs, 58 Area Hubs and over 37 Mini Hubs to serve over 6,000 PIN Codes spread over 1,000 locations across the country. • Multiple Express Collection Centers at Delhi, Mumbai, Kolkata, Chennai, Bangalore, Hyderabad, Ahmedabad and other major cities. • Extensive presence in the remote North-Eastern Sector and Andaman & Nicobar Islands. • Strong IT setup. • Strong and Dedicated Team of 2300+ executives. • OEL International service covers over 1,000 cities worldwide. ******************
  • 9. 9 INTRODUCTION ABOUT THE ORGANIZATION Overnite Express started its business in logistic trade in 1987 for providing courier and cargo services in four metro cities in India Viz Chennai, Delhi, Kolkata and Mumbai. It is said that the journey of a thousand miles begins with a single step. In the last twenty-Seven years, indeed, Overnite Express Limited(OEL) has covered a long distance. Today Overnite Express Ltd has: • Over 2,800 conveniently located offices serving over 6,000 PIN Codes spread over 1,000 locations across the country. • Corporate Office in Delhi, 20 Regional Offices, 58 Area Offices working round-the-clock, throughout the year. 20 Regional Hubs, 58 Area Hubs and over 37 Mini Hubs to serve over 6,000 PIN Codes spread over 1,000 locations across the country. • Multiple Express Collection Centers at Delhi, Mumbai, Kolkata, Chennai, Bangalore, Hyderabad, Ahmedabad and other major cities. • Extensive presence in the remote North-Eastern Sector and Andaman & Nicobar Islands. • Strong IT setup. • Strong and Dedicated Team of 2300+ executives. • OEL International service covers over 1,000 cities worldwide. Working Philosophy and Practices in OEL • Customer First • Economize Costs • Pass the benefit of austerity to Customer • Be Ethical • Flexibility for faster customization
  • 10. 10 VISION & MISSION The purpose of all human activity is to make life better. OEL believes in improving life through innovative ideas. Through innovations, we constantly endeavor to bring better services and processes that bring greater value to society Core Purpose "Improve Life Through Innovative Ideas & Services" Vision o We are a role model enterprise, respected globally for excellence in quality and innovative services o We enhance stakeholder value while adhering to the code of responsible care and ethical values o We are an employer of choice and preferred business partner worldwide
  • 11. 11 Corporate Values OEL believes in honoring its commitment. integrity and transparency are an integral part of our relationship with customers, employees, society. Respect for Life: the company believes that life in all its forms must be respected. We respect and value our people. Our employees are our value creators whose efforts, creativity and bond we cherish. Our customers, who reward us for our value creation and our stakeholders, who are committed to us in our endeavor to improve life, we also recognize and respect our environment and take every effort to preserve it. VALUE STATEMENT • Integrity: We are open, ethical, transparent & uncomprising in our work. • Decisiveness: Set a goal, analyze the facts and work on alternatives and conclude them in fixed time frame. • Team Spirit We encourage group interaction and working together. United and collective drive achieves the desired goal. • Commitment: We keep all promises made within and outside the company. Caring We are concerned for our environment, society and employees and work for their betterment. • Excellence: We are a role model and benchmark company for our products, services and business processes. • Innovation: We nurture creativity and encourage application of knowledge and ideas in all facets of our business. • Customer Orientation: Customer is uppermost in our mind. We work to exceed his expectations
  • 12. 12 QUALITY AND ENVIORNMENT At OEL quality is the keyword in every activity and a constant endeavour to achieve standards of the highest levels has been an ongoing commitment from the time of its inception as well as recognition and acknowledgement of this devotion. This achievement has been set as a benchmark to go forward in excellence. For OEL it is an ongoing process to continuously explore new product applications, competitive technologies and potential markets. OEL has scaled this success with its trademark of commitment and quality. The commitment towards this is apparent from the fact that OEL has a total manpower of 2300+ persons supporting the Quality and Technical functions at its various Servicing facilities. All its products are served in accordance with the current acceptable world standards. All its servicing facilities have been upgraded conforming to the current ISO: 9001:2000 standard, from the earlier ISO: 9002:1994 standard, and are now certified by KPMG for ISO: 9001:2000 standard. The major environmental issues addressed are: o Ongoing Servicing processes are studied in detail with a view to minimize generation of wastage streams as a part of continuous improvement. o A specially constituted Pollution control Cell at our R&D centre is actively engaged in developing technologies for environment protection at our Servicing Sites. Our Pollution Cell in fact also helps out smaller industrial Servicing units that do not have capabilities and infrastructure for such jobs. The efforts of our team are not aimed at just pollution minimization but also to conserve energy, improve process yields and product quality. The above practices help in achieving strict compliance with statutory standards laid down by the regional Pollution Control Authorities for Site effluent and emission quality. RESEARCH AND DEVELOPMENT At Overnite Express Ltd, R&D is the key to survival and growth, given that a fast paced global environment results in ever changing customer needs and new products and processes drain away competitiveness. From mere quality issues, OEL has now moved into the field of customized Services, newer technologies, expanding applications that satisfy customers. A team of over 20 persons, including Market Analyst s and Business Analyst are supported by a technical services group of Finance / Legal and legislation experts at the Corporate and Regional divisions.
  • 13. BOARD OF DIRECTORS Shri OP Rajgarhia: He is the founder of the Company and is associated with it since 27’Th Feb 1987, right from the date of inception of the Company. He is a well known industrialist, having experience in the Logistic and Managing Director of Shri Harsh Rajgarhia: He is a Post Graduate in Business Administration closely associated with the Company since Director of the Company and successfully looking after day affairs of the Company from 2010 Smt. Anita Rajgarhia: She is a Post Graduate in Business Administration associated with the Company since the Company and successfully looking after day the Company from 1994. ACHIEVEMENTS OEL has many a firsts to its through its constant endeavour for identification of products that are required by the end Delhi aims to provide specialized products that add value and enhance every aspect of life. OEL PRODUCT RANGE A. NATIONAL • Designed especially for time • Assured next business day delivery • Documents and parcels up to 10 Kgs can be sent • Money back guarantee in case of 'next business day delivery' failure • Consignment goes in a tamper proof safety pouch • Priority shipments move through the entire operation process in an altogether separate , easily distinguishable bag. • Dedicated delivery team • Service available for select Pin codes in Metros and Tier Cities • SMS confirmation on delivery to the shipper BOARD OF DIRECTORS He is the founder of the Company and is associated with it since 27’Th Feb 1987, right from the date of inception of the Company. industrialist, having 40 years of vers experience in the Logistic Trade and Industry He is the Chairman of the Company. He is a Post Graduate in Business Administration closely associated with the Company since 4 years. He is an Director of the Company and successfully looking after day affairs of the Company from 2010. e is a Post Graduate in Business Administration associated with the Company since 20 years. She is a Director of the Company and successfully looking after day to day ACHIEVEMENTS OEL has many a firsts to its credit and these have been earned through its constant endeavour for identification of products that are required by the end user industries. OEL's R&D centre in Delhi aims to provide specialized products that add value and enhance every aspect of life. EL PRODUCT RANGE Designed especially for time-sensitive documents & parcels Assured next business day delivery Documents and parcels up to 10 Kgs can be sent Money back guarantee in case of 'next business day delivery' Consignment goes in a tamper proof safety pouch Priority shipments move through the entire operation process in an altogether separate , easily distinguishable bag. Dedicated delivery team Service available for select Pin codes in Metros and Tier SMS confirmation on delivery to the shipper He is the founder of the Company and is associated with it since 27’Th Feb 1987, right from the date of inception of the Company. years of versatile Industry He is the Chairman He is a Post Graduate in Business Administration closely Executive Director of the Company and successfully looking after day to day e is a Post Graduate in Business Administration actively e is a Director of to day affairs of credit and these have been earned through its constant endeavour for identification of products user industries. OEL's R&D centre in Delhi aims to provide specialized products that add value and sensitive documents & parcels Money back guarantee in case of 'next business day delivery' Priority shipments move through the entire operation process in an altogether separate , easily distinguishable bag. Service available for select Pin codes in Metros and Tier-II
  • 14. • Proof of Delivery (POD) scan image available on website after delivery • Dedicated customer support team • Designed especially for time pertaining to distant locations • Assured delivery as per schedule • Documents and Parcels up to 10 Kgs can be sent • Money back guarantee in case of delivery failure • Consignment goes in a tamper proof safety pouch • True2Time shipments move through the entire operation process in an altogether separat bag. • Dedicated delivery team • Service available for select distant location Pin codes in Tier-II & Tier-III Cities • SMS confirmation on delivery to the shipper • Proof of Delivery (POD) scan image available on website after delivery • Dedicated customer support team Express Document (DOX) • Network of over 2,800 conveniently located offices serving over 6,000 PIN Codes spread over 1,000 locations across the country. • 20 Regional offices, 58 Area offices and over 37 Mini Hubs operating round-the • Extensive presence in the remote North • Special service to / from Port Blair (Andaman & Nicobar Islands), Gangtok (Sikkim) and Kohima (Nagaland) • Door-to-door pick-up & delivery. • Tailor-made service available country. • Specially designed service for banking and financial institutions to deliver their securitized documents like debit cards, cheque books etc. OVERNITE PARCEL - a division of provides door-to-door parcel service. between courier and cargo services. • Door-to-door pick-up & delivery. Proof of Delivery (POD) scan image available on website Dedicated customer support team Designed especially for time-sensitive documents & parcels pertaining to distant locations delivery as per schedule Documents and Parcels up to 10 Kgs can be sent Money back guarantee in case of delivery failure Consignment goes in a tamper proof safety pouch True2Time shipments move through the entire operation process in an altogether separate , easily distinguishable Dedicated delivery team Service available for select distant location Pin codes in III Cities SMS confirmation on delivery to the shipper Proof of Delivery (POD) scan image available on website Dedicated customer support team Network of over 2,800 conveniently located offices serving over 6,000 PIN Codes spread over 1,000 locations across the 20 Regional offices, 58 Area offices and over 37 Mini Hubs the-clock, 365 days a year. Extensive presence in the remote North-Eastern sector Special service to / from Port Blair (Andaman & Nicobar Islands), Gangtok (Sikkim) and Kohima (Nagaland) up & delivery. made service available on request to any part of the Specially designed service for banking and financial institutions to deliver their securitized documents like debit cards, cheque books etc. a division of OVERNITE EXPRESS LIMITED door parcel service. Bridging the huge gap between courier and cargo services. up & delivery. Proof of Delivery (POD) scan image available on website sensitive documents & parcels True2Time shipments move through the entire operation e , easily distinguishable Service available for select distant location Pin codes in Proof of Delivery (POD) scan image available on website Network of over 2,800 conveniently located offices serving over 6,000 PIN Codes spread over 1,000 locations across the 20 Regional offices, 58 Area offices and over 37 Mini Hubs Eastern sector Special service to / from Port Blair (Andaman & Nicobar on request to any part of the Specially designed service for banking and financial institutions to deliver their securitized documents like OVERNITE EXPRESS LIMITED - Bridging the huge gap
  • 15. • Extensive coverage serving over 6,000 PIN Codes with 2,800 conveniently located offices spread ov across the country. • Scanned Image of Parcel POD (SIPP) on the website after delivery. • Designed especially for time pertaining to distant locations • Assured delivery as per schedule • Documents and Parcels up to 10 Kgs can be sent • Money back guarantee in case of delivery failure • Consignment goes in a tamper proof safety pouch • True2Time shipments move through the entire operation process in an altogether separate , easily distinguishabl bag. • Dedicated delivery team • Service available for select distant location Pin codes in Tier-II & Tier-III Cities • SMS confirmation on delivery to the shipper • Proof of Delivery (POD) scan image available on website after delivery • Dedicated customer suppor Air Express Parcel • Service for parcels by air. State Express Parcel • Service for parcels for local and within the state destinations. Surface Express Parcel • Service for parcels by surface. is a Trademark brand of Overnite Express Ltd., providing clients the advanced facility of pick-up is done from various locations all over India and delivery done at a specified central location or multiple hubs as per requirement of clients. For more details please visit our Website D.O.D. (Draft on Delivery) Extensive coverage serving over 6,000 PIN Codes with 2,800 conveniently located offices spread over 1,000 locations across the country. Scanned Image of Parcel POD (SIPP) on the website after Designed especially for time-sensitive documents & parcels pertaining to distant locations Assured delivery as per schedule Documents and Parcels up to 10 Kgs can be sent Money back guarantee in case of delivery failure Consignment goes in a tamper proof safety pouch True2Time shipments move through the entire operation process in an altogether separate , easily distinguishabl Dedicated delivery team Service available for select distant location Pin codes in III Cities SMS confirmation on delivery to the shipper Proof of Delivery (POD) scan image available on website Dedicated customer support team Service for parcels by air. Service for parcels for local and within the state Service for parcels by surface. is a Trademark brand of Overnite Express Ltd., providing clients the advanced facility of Reverse Logistics. Under this service, up is done from various locations all over India and delivery done at a specified central location or multiple hubs as per requirement of clients. For more details please visit our Website D.O.D. (Draft on Delivery) Extensive coverage serving over 6,000 PIN Codes with 2,800 er 1,000 locations Scanned Image of Parcel POD (SIPP) on the website after sensitive documents & parcels True2Time shipments move through the entire operation process in an altogether separate , easily distinguishable Service available for select distant location Pin codes in Proof of Delivery (POD) scan image available on website Service for parcels for local and within the state is a Trademark brand of Overnite Express Ltd., providing clients . Under this service, up is done from various locations all over India and delivery done at a specified central location or multiple hubs as per the requirement of clients. For more details please visit our Website
  • 16. 16 • The value of the consignment is collected against a Demand Draft from the Consignee against delivery. To-Pay (Freight to Collect) • The freight of the shipment is collected from the consignee on delivery. Risk Coverage • To cover the transit risk of all the shipments, Risk Coverage can be availed on payment of additional charges of 2% of the declared value or Rs.10/-, whichever is higher. Freight-On-Value (F.O.V.) • FOV Services are availed in case the client insures the shipments on its own. Overnite issues a certificate of facts (COF) to enable the client claim from the insurance company. • This can be availed on payment of additional charges of 0.5% or Rs.10/-, whichever is higher, at the time of booking. Centralised Billing • Centralised Billing facility is designed to serve our valued clients having multiple offices across the country. Under this facility the client can opt for having billing done at one location for pick up done from multiple locations. The various offices spread throughout need not pay locally. Strong Box • The strong box is specially designed to ensure the client’s parcel is delivered in a safe and sound condition. • Available in four convenient sizes with carrying capacity of 1, 2, 5 & 10 Kgs. • Strong box is available at a nominal cost. B. INTERNATIONAL International Services • Covering over 1000 cities worldwide spread across five continents. • Extensive presence in neighbouring countries. • Special services to Dhaka (Bangladesh), Phuntshaling (Bhutan) and Kathmandu (Nepal). • Free pick-up from your door step. • Fastest transit time. • Customs clearance at origin and destination. and many more....
  • 17. 17 DOCUMENT SERVICE • International Documents(DOX) Unique service offering fastest, trustworthy and most secure way to deliver your documents worldwide. • OVERNITE Global Mail (OGM) A specially designed service for Bulk mails, Calendars, Greeting Cards, Promotional mailers, Pin mailers and Magazine subscriptions etc. for mass mailing from India to anywhere across the world at a very competitive price. Parcel Service(SPX) • Parcel service is available to take your small and large parcels anywhere in the world. Express Commercial Consignment (ECC) A unique service where our esteemed clients can ship their commercial shipments hassle free. We take care of.... Picking-up the consignment from the door-step of the shipper in India. • Customs clearance at the airport of origin in India. • Carrying the consignment up to the destination airport. • Processing of customs clearance at destination airport. • Handling all duty-related issues. • Delivering the consignment at the door-step of the consignee. • Handing over all post-shipping documents to the shipper. Freight Door-to-Airport (FDA) This service is designed to move your heavy and very heavy cargo to any international airport in the world with no limitations on weight and size. At the Destination Airport we hand over all the shipping documents and Cargo Arrival Notice (CAN) to consignee for its onward clearance. Freight Door-to-Door (FDD) This service is designed to move your heavy and very heavy cargo to anywhere in the world with no limitations on weight and size. At the destination we facilitate the custom clearance process and finally deliver the parcel to the consignee. Import Express(IEX) A unique door-to-door service where shipments are picked up from your oversees supplier and delivered at your door step. • Payment facility in local currency. • Available from most countries around the world. • Hassle free customs payment. • • Single invoice for all the import shipments.
  • 18. 18 HIERARCHY IN OEL CMD DIREC TOR ED COOCFO HEAD HR/ADMI N &LEGAL HEAD REGIONAL BUSINESS HOD- CS&CRM HOD – HR/IR & LEGAL HOD - OPSHOD-BDHOD-A/C
  • 19. 19 ABOUT THE TOPIC HUMAN RESOURCE POLICIES Human Resource Policies refers to principles and rules of conduct which “formulate, redefine, break into details and decide a number of actions” that govern the relationship with employees in the attainment of the organization objectives. HR Policies cover the following: 1. Policy for implementation of Employee Handbook, Attitude Measurement, Objective Management. 2. Policy of hiring people with due respect to factors like reservations, sex, marital status, and the like. 3. Policy on terms and conditions of employment- compensation policy and methods, hours of work, overtime, promotion, transfer, lay-off and the like. 4. Policy with regard medical assistance-sickness benefits, ESI, EPF and company medical benefits. 5. Policy regarding housing, transport, uniform and allowances. 6. Policy regarding training and development-need for, methods of, and frequency of training and development. 7. Policy regarding industrial relations, trade-union recognition, collective bargaining, grievance procedure, participative management and communication with workers. FORMULATING POLICIES There are five principal sources for determining the content and meaning of policies: 1. Past practice in the organization. 2. Prevailing practice in rival companies. 3. Attitudes and philosophy of founders of the company as also its directors and the top management. 4. Attitudes and philosophy of middle and lower management. 5. The knowledge and experience gained from handling countless personnel problems on day to day basis. BENEFITS OF HR POLICIES Organizations should have personnel policies as they ensure the following benefits:
  • 20. 20 a. The work involved in formulating policies requires that the management give deep thought to the basic needs of both the organization and the employees. The management must examine its basic convictions as well as give full consideration to the prevailing practices in other organizations b. Established policies ensure consistent treatment of all personnel throughout the organization. Favouritism and discrimination are, thereby, minimized. c. Continuity of action is assured even though top management personnel change. The CEO of a company may possess a very sound personnel management philosophy. He/she may carry the policies of the organization in his/her head, and he she may apply them in an entirely fair manner. But what happens when he/she retires? The tenure of office of nay manager is finite. But the organization continues. Policies promote stability. d. Policies serve as a standard of performance. Actual results can be compared with the policy to determine how well the members of the organization are living upto the professional intentions. e. Sound policies help build employee motivation and loyalty. This is especially true where the policies reflect established principles of fair play and justice and where they help people grow within the organization. f. Sound policies help resolve intrapersonal, interpersonal and intergroup conflicts. PRINCIPLES OF HR POLICY 1. Principle of individual development to offer full and equal opportunities to every employee to realize his/her full potential. 2. Principle of scientific selection to select the right person for the right job. 3. Principle of free flow of communication to keep all channels of communication open and encourage upward, downward, horizontal, formal and informal communication. 4. Principle of participation to associate employee representatives at every level of decision-making. 5. Principle of fair remuneration to pay fair and equitable wages and salaries commensurating with jobs. 6. Principle of incentive to recognize and reward good performance. 7. Principle of dignity of labour to treat every job and every job holder with dignity and respect. 8. Principle of labour management co-operation to promote cordial industrial relations.
  • 21. 21 9. Principle of team spirit to promote co-operation and team spirit among employees. 10. Principle of contribution to national prosperity to provide a higher purpose of work to all employees and to contribute to national prosperity. OBJECTIVES OF STUDY 1. To study the HR Policies of the company. 2. To study the amendments made in the HR Policies of Overnite Express Limited since the time of incorporation. 3. To incorporate the amendments in the base policy and prepare a final policy. 4. To design a HR Policy manual for the company with special emphasis on the “Managerial Service Conditions”. SCOPE OF STUDY 1. In any organization human resource is the most important asset. In today’s current scenario, Overnite Express Limited is a very large Logistic and marketer of Courier and Cargo. 2. As most of the company’s overall performance depends on its employee’s performance which depends largely on the HR POLICIES of the organization. 3. So the project has wide scope to help the company to perform well in today’s global competition. 4. The core of the project lies in analyzing and assessing the organization and to design an HR POLICY manual for the organization. *******************
  • 22. 22 RESEARCH METHODOLOGY RESEARCH METHODOLOGY 1.METHOD OF DATA COLLECTION The researcher has chosen the questionnaire methods of data collection due to limited time in hand. While designing data- collection procedure, adequate safeguards against bias and unreliability must be ensured. Researcher has examined the collected data for completeness, comprehensibility, consistently and reliability. Researcher has also gathered secondary data which have already been collected and analyzed by someone else. He got various information from journals, historical documents, magazines and reports prepared by the other researchers. For the present piece of research the investigator has used the following methods: • Questionnaire • Interview • Observation 2.SAMPLE SIZE Here, researcher has taken 30 as the sample size. 3.HYPOTHESIS OF PROJECT Human Resource Policies provided by the organization of employees works as an agent for the growth of employees and also motivates the employees to perform well i.e. employee performance and satisfaction is the valuable outcome of sound of HR Policies of the organization. The various HR Policies in Deepak Nitrite Ltd. makes the employees enthusiastic towards work. 4.ABOUT THE QUESTIONNAIRE In this method a questionnaire is sent to the HR Manager concerned with a request to answer the questions and return the questionnaire. The questionnaire consisted of a number of questions printed or typed in a definite order. The HR Manager has to answer the questions on their own. The researcher has chosen this method of data collection due to low cost incurred, it is free from bias of the interviewer and respondent have adequate time. ***************
  • 23. 23 HR POLICIES IN OVERNITE EXPRESS LIMITED Employee Handbook 1. Message from the Hon’ble CMD Dear Overniters, I am happy to present you this handbook. As an overniter, you play a very important role in serving the customers. The purpose of this handbook is to serve you. I hope that this handbook will help you understand various dimensions of working in the company. Let’s work together and make Overnite an enjoyable place to build careers. Please feel free to write to me if you have any query or suggestion. With best wishes, O.P.Rajgarhia (Chairman & Managing Director) 2. Mission Every member of the Overnite team is committed to the following: Operational Superiority Value creation Energetic People Revenue Optimization Newer Businesses I.T. enabled processes Trusted service partner for Customers Ever improving methods & services
  • 24. 24 3. HIERARCHY AT REGIONAL LEVEL The Company follows a flat hierarchy concept. Hence we have the following levels in the organization: - a. Head of business/Function b. Departmental Team Leader/ Functional Specialist c. Sub/Sectional Team Leader/Support specialist d. Team Member You may be given a suitable designation keeping in mind the external conditions prevalent from time to time. 4. EMPLOYEE BENEFITS A. Salary Your monthly salary shall be credited to your account on or before the 7th day of each subsequent month. B. Statutory coverage We comply with all statutory requirements of the central government and the states where our offices are located. You shall be governed by the provisions of Provident Fund Act, Employees’ State Insurance Act, Payment of Gratuity Act, Payment of Bonus Act and Maternity Benefit Act [for woman employees]. C. Increments Increments are directly linked with your performance. Your performance shall be evaluated every quarter. Your overall performance rating for the year will determine your annual increment/benefits. D. Employee Recognition Programmes The following awards shall be given: • Long Service Award Upon completion of 5 years or more of service, you will receive OVERNITE STAR award. • Exemplary Performance Award The selection shall be done by the Award committee at the Corporate Office as per the recommendations of the Regional Head. If selected, your photograph shall be displayed in a prominent place in your concerned work area for a month and you will receive: • A letter of appreciation
  • 25. 25 • A cash prize The factors that may be considered for the awards are: - a. Exceptional work against odds that has been appreciated by the customer/s b. Act of Honesty c. Act of bravery to save lives and company’s property E. Scholarship / Award Scheme To encourage your children, who are good in studies, the following one-time cash awards may be given during the year: Class Amount Condition VI to IX 500/- Minimum 90% in the annual exams X to XII 1500/- Minimum 85% in the annual exams College Education 2000/- Minimum 65% in the annual exams Only two children per confirmed employed parent shall be considered. These are one-time annual awards and shall be handed over to the invited children at the company premises. The Scholarship and Award committee at the Corporate Office will sanction these awards during the months of June or July. Special awards may be granted to children who excel in other co- curricular/sports activities at the state level. F. Bereavement Assistance The purpose of this scheme is to benefit the nominees of any employee in the event of his untimely demise. You have the option to be a member. Please sign the consent form available with your P&A coordinator. Once enrolled, you will contribute through a deduction equivalent to your one-day’s salary, in the unfortunate event of a demise of any colleague. The amount thus collected shall be handed over to the lawful nominee/s of the deceased. The company will also contribute a reasonable sum to this collection. This is a token of our contribution to mitigate sorrows of the family. All employees shouldering their responsibilities as Leaders or Heads shall be mandatory participants of this scheme G. Education Your continuous up-gradation of skill and knowledge is very critical for your Performance. Subject to the utility to your work and at its sole discretion, the Management may allow you, through a written Order from Corporate-HR, to take admission in any recognized long-term course run by any Indian, Central or
  • 26. 26 State, University, through contact or distance learning programmes. e.g. courses run by Indira Gandhi Open University The following conditions must be fulfilled: a. You should have completed minimum two years of your service. b. You will pay 50% of the course fee and the Management will pay the balance as an advance to you, subject to a maximum amount of Rs. 10,000/-. This advance shall be deducted in 6 equal monthly installments from your salary. c. Upon successful completion of the course by you, the Management will reimburse the complete course fee paid by you, subject to a maximum amount of Rs. 20,000/-, after six months of your passing out. d. The advance money and the final reimbursement only include the course fee paid to the education institute. e. You will ensure that your higher education does not disturb your work responsibilities, commitments and office priorities. H. Loan We understand that seeking suitable advances or loans is necessary to meet unforeseen contingencies. You must ensure that only in exceptional situations you should seek a loan. Today, private banks offer easily available financial options. While we will not recommend you to disturb your PF deposit, you even have an option available to seek an advance against it. In an extreme case, the Head of your region may recommend an advance against your salary provided the following conditions are met: o You should have completed one year of your service. o You are seeking an advance that is not more than 1 ½ months [45 days] of your monthly salary. o You have no outstanding payables in your account and three months have lapsed since you settled your previous advance. o You agree to repay the advance in 10 [Ten] or less monthly instalments. o These advances shall normally be payable after the 10th of every month. You may request for special adjustments when you seek an advance for marriage of self or children, medical emergencies of self or dependents etc. I. List of entitlements The entitlements at each level may keep changing. Hence, they are not included in this employees’ handbook. The Corporate HR shall release a list of entitlements from time to time, which will explain the entitlement at that point of time. 5. WORKING CONDITIONS A. Work Hours / Days / Weekly-Off
  • 27. 27 At OEL, we take pride in always being present to serve the Customers, any time they desire. We, therefore, remain flexible in terms of our duty hours and days. Each department maintains a duty roaster uniquely linked with providing optimum services to the Customers. Your work hours, shifts and weekly-off may accordingly vary to suit the services given to the Customers. This may, in certain cases, mean working in split shifts or hours. B. Holiday You are entitled to 11 holidays during the calendar year. These include the three National Holidays i.e.26th January, 15th August and 2nd October. Each year, a list of holidays is released by the HRD department specifying the dates on which such holidays shall be observed. This may vary from state to state. C. Leaves You are eligible for 20 days of Earned leave, 7 Sick Leave and 7 Causal Leave during each calendar year [January to December]. You shall be entitled to leaves on pro-rata basis if you join OEL during the year. Your leaves shall be credited to your account at the beginning of each quarter on proportional basis. You can carry forward your un-availed leaves to subsequent years. You can encash your ‘earned leave’ once in a year subject to a minimum post earned leave encashment balance of 30 days. You should: o plan your leave, in consultation with your superiors and colleagues, at the beginning of the year. o make efforts to avail leave during the lean business period. o apply at least one week in advance. o stick to the period for which you have been sanctioned the leave. o not combine leave with any other leave. o proceed on leave only when it is sanctioned. D. Attendance and Late Coming All staff should reach Company establishment between 9:45 AM to 10:15 AM, if late, late to be marked and three late coming in one month, shall result in ½ Day absence /loss of
  • 28. 28 wages. If late for more than one hour or leaving the work place without written permission he/she may lose half day wages. Punctuality and regularity is great strength of the person and organization. Total working hours per day is 8 1/2 hours including 30 minutes lunch break. All staffs are required to record their attendance in the attendance register by signing at the time of arrival & departure each day. Failure will result in being marked absent for that day. In case anyone needs to leave the office during working hours he/she should obtain written permission from the concerned authority. 6.WORK DECORUM A. Handling Of Confidential Matters Good professionals always remain discreet. Except under authorization, you should not disclose any information about the company to any outsider/s. You should also not use any design, drawings, software, literature, machines etc. of the company for any purpose other than company’s business. You will invite disciplinary proceedings if you do so. B. Employment Commitment You should: 1. always observe and conform to such duties, directions and instructions as communicated by your superiors. 2. apply yourself diligently to the pursuit of excellence in everything you do, whether on duty or outside. 3. respect the rights of everyone and treat others with dignity, courtesy and respect. 4. always set a good example by ensuring an exemplary conduct. 5. always observe all possible economies of efforts, resources and time . 6. remain committed to minimizing wastage. 7. look after the company’s property and money with due diligence. 8. not take up any direct or indirect vocation without the consent of the company. 7. EMPLOYEE DISCIPLINE AND CONDUCT In the day to day performance of the work, you are bound by certain norms of conduct.
  • 29. 29 The company will not overlook any of the following undesirable conduct : Submission of false personal details Insubordination / inattention to duties Theft, fraud or dishonesty Violation of security norms Fighting Smoking in office areas Willful damage to company property Habitual late coming or irregular attendance Absence without leave or overstaying beyond the sanctioned leave Indecent behaviour or conduct Being involved in any criminal offense Gross negligence Making unauthorised disclosure Refusal to accept transfer Not informing company about any serious and contagious disease like AIDS, Cholera, Jaundice, TB, etc. in the family or to self. Direct or indirect involvement with drugs or narcotics. Commission of any act subversive of discipline Acting in any manner prejudicial to the interest of the company. Breach of any provisions of the appointment of rules and regulations (as amended from time to time). The above list is only illustrative in nature. A. Safety in the Workplace Safety must always remain a way of life in the day to day functioning. Practicing safety at work reduces the risks of activities and losses. You must report any unsafe condition or procedure to the superior or the concerned person. SMOKING is prohibited at the work area. B. Visitors at the Workplace o To ensure safety and security of company property and employees, please contribute by : o Minimizing the visits of your personal visitors. o Being selective in inviting official visitors to the workplace o Informing immediate superior if any unauthorized individual is seen within the work premises. C. Local Travel You may claim reimbursement when you use your own two- wheeler or four-wheeler [depending on your entitlement] for official travel within the city. These rates may vary from region to region and are revised from time to time.
  • 30. 30 D. Use Of Telephone You must extend courtesy, enthusiasm and promptness while using the telephone. Telephone usage (both internal and external) should remain linked to company’s business. Personal calls must be minimized. Brief telephonic conversation will keep the lines free for others to do their business. Use of telephone for personal long distance calls is not permitted. Use of cellular phones should be discreet and non-intrusive. Flashy ring tones and playing of songs should be avoided. You should make all efforts to project good telephone etiquettes and professionalism. E. Personal Appearance And Behaviour Your personal appearance and dress up should always reflect a high sense of professionalism. The words you speak, the tone in which you speak and the way you are seen while speaking, all convey an image to the Customer. Your appearance and bahaviour must always depict a picture of COURTESY, CO-OPERATION & CHEERFULNESS in the eyes of the customer and your fellow colleagues. You must ensure the following minimum standards: MEN LADIES • Clean finger nails Clean finger nails ; Neat usage of nail polish • Clear and ironed clothes Clear and ironed clothes • Fresh breath Fresh breath • Hair short, clean and Hair neat, clean and tied neatly trimmed back • Moustaches short and Footwear - clean, safe and well-trimmed, if kept comfortable • No beard Minimum jewellary ; • Shoes - clean, safe and non-flashy Comfortable F. Employee Discipline And Conduct In the day to day performance of work, you are bound by certain norms of conduct. Non compliance may attract disciplinary proceedings. G. General Security And Safety Drill You play a critical role in preserving high security and safety norms at the premises. Please ensure that:
  • 31. 31 1. You are always willing to go through personal frisking and checking of belongings while entering / leaving the premises. 2. Tools, material, papers etc. in your possession are kept at the proper place. 3. Contents in desks, drawers, cabinets, etc. are handed over to the right person or are locked when you leave the work place. 4. Valuables are not left unattended. 5. Computer passwords remain confidential. 8. PERSONNEL POLICIES A. Probation & Confirmation Minimum Probation for 6 months extendable by another 6 months on the basis of performance. Thereafter an individual is confirmed to his post. B. Transfer You are liable to be transferred anywhere in India from one place to another place or locally from one branch to another branch or from one department to another department depending upon the requirement. C. Employee Separation Your services may end for any of the following reason: 1. Resignation 2. Termination 3. Retirement D. Resignation This shall be your voluntary act. If you are not a probationer, you must give at least 30 days prior notice in writing. During this notice period, you must discharge your regular responsibilities. Similarly, if you are placed on any specialized training or on deputation to any group property / company, you must meet the contractual obligation before getting relieved. Alternatively, you must surrender one month’s wages in lieu of such notice. E. Termination This is a separation initiated by the company in accordance with the contractual provisions. F. Pay Deductions These may be of the following two types :
  • 32. 32 • Mandatory deductions • Optional deductions Mandatory deductions are made as per the requirements under law e.g. P.F., Income Tax, etc. Optional deductions are made according to obligations undertaken by you e.g. advances, bereavement assistance, etc. G. Retirement You shall compulsorily retire on a date, when you : 1. Attain the age of 58 years. 2. Are declared medically unfit. H. Clearance Formalities Upon service severance, you are expected to: a. handover all the papers, information, tools, drawings, designs, software etc to the authorized person. b. Obtain clearance from all the support departments as per the prescribed format. Unsettled accountabilities can be deducted from your full and final settlement. I. Employee Record Update To help HR department provide better services to you, it shall be your responsibility to keep them informed of any changes in your personal data. You should provide supportive documents wherever necessary. Some illustrations of such changes are: • Change of name • Marital status • Birth in your family • Number and names of dependants • Adoption • Mailing address • Telephone number • Nominations under different schemes etc. J. Fair treatment OEL is committed to fair treatment for all its employees. If you are aggrieved with any act of the company or your superior, you may write to the Head of the Region who will address your problem within 7 working days. If you do not
  • 33. 33 receive an answer within this period or are not satisfied with the answer, you may raise the issue to the Head of HR at the corporate office who will address the issue within 7 working days failing which you may send your letter to the Chairman cum Managing Director whose decision should be acceptable to you. K. Commitments You will not, either by virtue of your employment, or in the course of your duties, receive either directly or indirectly, any gift, gratification, commission or consideration in whichever form for yourself or your family from any person. You will not disclose any confidential, classified or strategic information about the company to any outsider unless specifically authorized. You will have the responsibility for efficient, satisfactory and economical operation in the area of activity that may be assigned to you from time to time. You will ensure that no damage, injury, waste or loss is done to the property, goods, tools, documents etc. belonging to the company or its customers. You shall be personally and financially held responsible for any such loss caused by company. You will be a whole time employee of the company and you will not engage yourself directly or indirectly in any other business, work or public office honorary or remunerative except with the written permission of the management. You shall at all times well and truly account for and shall when so required makeover to responsible authority all money, properties, software and things belonging to the company which may have been placed in your custody or under your superintendence or may otherwise have come onto your possession or under your control. All work done by you or participated in by you in the form of patent, invention, design, drawings, improvements, plans and the related shall remain as the exclusive property of the company. 9. Concluding note This handbook should be read along with the provisions of the appointment letter issued to you or any other specific written understanding arrived at with you. This handbook is the property of the company. Its contents are confidential. You should not hand it over to any third party without the prior written consent of the management. Interpretation of any word or phrase used in this handbook and/or its contents, the same are subject to alterations at the sole discretion of the management. **********************
  • 34. 34 Recruitment Cycle Is it Budgeted? No Send the Approval copy to HR department to fill the position. Yes Is it Replacemen t? No Prepare Job Description and Determine Criteria Get approval from MD in the Manpower Requisition form through the concern department. Do Job Analysis /Position Review with the concern Department Head Yes Update the Job Specification Defining the Process Setting the Time Frame Planning
  • 35. 35 Databank (Pool of Profiles or Resumes) Screening Activity S o u r c e Forward the Profiles/Resumes to Authorized person of Concern department Time Frame Maximum of one day from the date of profiles received. Time Frame Maximum of three days from the date of profiles send. Is any Shortlisted Profiles? No Yes Get the Interview date, Venue & Timing from the concern person(Confirm the availability of interview panel) Do we have the sufficient number of No Yes No Time Frame Source sufficient Profiles/Resumes within 5 days once you received the JD Time Frame Minimum of 5 days prior from the date of Interview Existing Database Staff Referrals News Paper add Existing Staff Job Portals Campus External Agency
  • 36. 36 Time Frame 1 day before the interview date. Is any candidate get selected? Yes No Issue the Offer to the selected Candidate and inform the same to the Consultancy (If required) Do two Reference Check for shortlisted candidate. Collect the acceptance of Offer
  • 37. 37 Do Medical test & Pre employment check for selected candidate. In the case of any negative feedback. We will cancel the offer of the candidate and look for fresh candidate. Do the follow up until the Collect the acceptance of Offer and get the joining date from the candidate. Recruitment Advertising Selecting Staff Induction Identify Training Needs Performance Appraisals Moving On Planning
  • 38. 38 PLANNING Before recruitment, check the duties and responsibilities your organisation needs to have performed: • Is the current job description really what the organisation needs? • Do they fit with the organisation’s strategic and business plans? • What are the legislative requirements? • What recruitment policies and procedures need to be followed? RECRUITMENT Ads in the local paper is only one way of recruiting, other options include: • Internal notices such as newsletters or email messages • Notices on public notice boards either within your organization or in other places • Existing networks and word of mouth advertising are cheap and effective • Recruitment agencies can help sort out potential applicants and therefore save you time ADVERTISING What goes in an advertisement? • Title and job description • Job status and salary • Required skills and knowledge • Contact details • Application closing dates You must not break anti-discrimination laws and job advertisements must be clear and truthful! SELECTING STAFF • You need a good quality selection criteria and an informed and organised interview panel! • Short listing candidates will save lots of time. • Questions you ask at the interview must be consistent for all applicants and the questions must relate to the position. • You can ask about existing injuries if it is relevant to the position, but be careful – obviously they have to be able to do the job however it is illegal to discriminate on the grounds of disabilities REFERENCE CHECKS • Obviously you will ask if people can do the job to the ability • they claim and its still an important process.
  • 39. 39 • It is also a good time to find out what are things that motivate your potential employee and what de-motivates them! INDUCTION • This is really good time to get to know your staff personally, so use it as a time for them to not only get to know the organisation but for you to get to know them a bit better. • It is vital you give your employee induction into OH&S policies and procedures. Other policies and procedures need to be covered but OH&S is absolutely essential! • Most inductions start with the individual roles and responsibilities and work out to the big picture stuff! • Appointing a buddy can help someone feel welcome and supported. IDENTIFY TRAINING NEEDS • Use the probation period to identify the strengths of your new worker as well as the areas they will benefit from extra training. • It is easier to train the right person for the position than change poor attitude or work habits even if the person is highly skilled! • It is important to know whether the training or professional development has actually benefited the individual and the organisation. • Make sure you evaluate the activities and a good way to ‘value add’ to the training or development is to ask the worker to give a brief presentation to the next team meeting. PERFORMANCE APPRAISALS • Usually performance appraisals are done at the end of the probation period and then annually. • It is important the employee feels supported during this time so make sure you have some positives as well as negatives to discuss. • Break the position down into differing tasks and offer clear examples of the employees strengths and areas to be improved. MOVING ON • No matter how good a boss you might be, people do need to move on. Make sure you have some strategies to retain the corporate knowledge – it could be record books, on line logs or any other record keeping strategy. • Sometimes we have to move people as they are not able to perform to the required level. If you think this may be the case, make sure you have good record keeping procedures in place and follow the policies and procedures in your organisation.
  • 40. • Is it possible for under different role in your organisation? It would save time, money and anxiety for all involved if alternatives to losing the staff member could be found. Is it possible for under-performers to be placed different role in your organisation? It would save time, money and anxiety for all involved if alternatives to losing the staff member could be found. performers to be placed in a different role in your organisation? It would save time, money and anxiety for all involved if alternatives to losing
  • 42. 42 F E E L I N G S From: To: Head, Corporate HR, OEL, New DelhiDesignation: Immediate superior: This is a confidential feedback for the purpose of improving systems, working environmen The management undertakes to protect the interests of the outgoing employee for sharing h Department/Region: Date of joining: Date of submitting resignation: Reasons for deciding to leave [Tick as many as apply] Moving to a new job Starting my own business Family circumstances Dissatisfied with type of work Dissatisfied with pay and perks Restricted career growth Moving away from the area Any other [specify] Rate the following 0 1 2 3 4 Work environment 0 1 2 3 4 Career opportunities 0 1 2 3 4 Pay and benefits 0 1 2 3 4 Team members 0 1 2 3 4 Immediate superior 0 1 2 3 4 Other seniors 0 1 2 3 4 Nature of job 0 1 2 3 4 Customer Care at OEL 0 1 2 3 4 Reward and recognition 0 1 2 3 4 Training 0 1 2 3 4 0 = Poor, 1 = Average, 2 = Good, 3 = V.Good, 4 = Outstanding Give your suggestions [On any or all of the following points. Write overleaf if you find the space insufficient.] Quality of products and services Business ethics Nature of work Customer care Communication within the company Team work practiced by seniors/colleagues Employee motivation Any other [specify] Date: Signature: at Exit. OEL-Exit-02
  • 43. 43 KRA & KPI of Executive / Senior Executive-CS A. Status Inquiry B. Pre – Alert Processing C. Booking Inquiry D. Pickup Request E. Escalation Matrix F. Held up packets processing G. Effective Call Handling H. Some Useful Points to Remember I. Software Generated Reports for monitoring the cases J. Use standard “on-hold” procedures: K. Follow “warm-transfer” procedures L. If service requests cannot be immediately resolved- Keep individuals informed of the progress of their requests Provide a date when the requested information or service will be ready. M. If Consignment lost/ Short Received/ Misroute- inform in written all clear activities/ Exercises about cases to your immediate Boss, HRB, Manager Accounts and Legal Authority i.e. HR & Admin, daily and final conclusion of the case at the end of the case.MIS Preparation, Reverse Pick up, Motivation of Clients, N. In case of new policies/ information etc, update immediately to BA, Clients etc. O. Reverse Pick-up P. Communicate with Customer/ Clients for Business Generation, Outstanding Collection, KRA & KPI of CRM Controller A. OUTBOUND 1. To send the pre-alert and the data file of major customers to all the regional offices C.R.M.C. 2. To ensure counter confirmation of the pre-alert and the data file is procured. 3. To ensure confirmation on actual tally of shipments as dispatched is procured. 4. To extract delivery status report of major customers on daily basis and analysis the performances of destination stations. 5. To coordinate with destination C.R.M.C on shipment, which is, pending and not delivered as per the committed delivery time frame. 6. To extract POD status report of major customer and follow-up with destination C.R.M.C to have the POD updated in the system. 7. To extract the undelivered and RTO report and analysis the performances of the destination station and provide the information to corporate office. 8. To extract POD Detail report and analysis if the agreed SOP is being adhered by all destinations and report the status to corporate office. B. INBOUND 1. To send counter confirmation to origin station for the pre-alert and data file of major customer. 2. To ensure confirmation on actual tally of received shipments as dispatched is sent to origin station.
  • 44. 44 3. To extract the delivery performances report for local and region and analysis the performances. 4. To coordinate with Operations in-charge on all issues pertaining to the negative contribution of performances. C. OTHER 1. If Consignment lost/ Short Received/ Misroute- inform in written all clear activities/ Exercises about cases to your immediate Boss, HRB, Manager Accounts and Legal Authority i.e. HR & Admin, daily and final conclusion of the case at the end of the case.MIS Preparation, Reverse Pick up, Motivation of Clients, 2. In case of new policies/ information etc, update immediately to BA, Clients etc. 3. Reverse Pick-up 4. Communicate with Customer/ Clients for Business Generation, Outstanding Collection, KRA & KPI of Executive / Senior Executive-BD A. Complete Product Knowledge B. Ensure Incremental Revenue from Existing assigned Client Base C. To add on minimum 10 New clients per month with average business of 1,50,000 D. To ensure100 % collection target in assigned area within the stipulated time. E. Reporting on Daily, Weekly and Monthly basis to immediate supervisor. F. Minimum 15 calls per day (existing as well as new Calls) with 60% productivity. G. Competitor activity to be monitored H. Daily updating of target achievement sheet in terms of new client, existing clients and BA requirements. I. Expense within the Cost ratio and budgets. J. Visibility of the Brand at ECC / DA / BA. K. Improve computer literacy L. Reporting within time limit M. Maintain good relation at BA, Client, ECC N. To achieve Incremental Revenue from Existing Client & collection target O. To ensure new client is added every month. P. To be on the field for 25 days with minimum 15 calls per day. KRA & KPI Territory Manager / Assistant Manager A. Planning and working towards fulfilling company’s growth in terms of Revenue, No of New Additional clients and Collection target within the stipulated time. B. Ensuring all code of ethics are implemented with zero tolerance C. Handling of minimum 5 Key Account clients. (Above 1 lac) D. Signing up of minimum 2 Key account client per month. E. Ensure inventory hygiene is maintained at all BAs, DA’s & ECC. F. Maintaining overall policy and procedures. G. Implementation of rate hikes, Fuel Surcharge revision etc on time. H. Constantly working towards increasing market share. I. Maintain & enhance BA channel relations J. Controlling and minimizing company expenses. K. Training and Developing Executives in the region. L. DEVELOP A HEALTHY RELATIONSHIP AMONG BUSINESS ASSOCIATES. M. CREATE AWARNESS OF BRAND IN THE TRADE. N. Constantly working towards client building and increase in market share O. Liaising with other department in the region and corporate for smooth functioning. P. To achieve the target of sales and collections Q. Deliver expenses/ sales % as per budget R. Build high class team of BA’s and ensure productivity/training &
  • 45. 45 expenses as per budget S. To be on the field for 20 days/month KRA & KPI of Area Manager A. BD-PROFILE 1. Planning and working towards fulfilling company’s growth in terms of Revenue, No of New Additional clients and Collection target within the stipulated time. 2. Ensuring all code of ethics are implemented with zero tolerance 3. Handling of minimum 5 Key Account clients. (Above 1 lac) 4. Signing up of minimum 2 Key account client per month. 5. Ensure inventory hygiene is maintained at all BAs, DA’s & ECC. 6. Maintaining overall policy and procedures. 7. Implementation of rate hikes, Fuel Surcharge revision etc on time. 8. Constantly working towards increasing market share. 9. Maintain & enhance BA channel relations 10.Controlling and minimizing company expenses. 11.Training and Developing Executives in the region. 12.DEVELOP A HEALTHY RELATIONSHIP AMONG BUSINESS ASSOCIATES. 13.CREATE AWARNESS OF BRAND IN THE TRADE. 14.Constantly working towards client building and increase in market share 15.Liaising with other department in the region and corporate for smooth functioning. 16.To achieve the target of sales and collections 17. Deliver expenses/ sales % as per budget 18. Build high class team of BA’s and ensure productivity/training & expenses as per budget 19.To be on the field for 20 days/month B. ADMIN PROFILE 1. Staff Management Managing Staff, Handling their queries, Motivating them, Recruitment for filling the vacancies in coordination with the Regional office, etc 2. Office Equipments Upkeep of EPABX/Fax/Generator/Aquaguard/Water Coolers/ACs or any other office equipments. Maintain inventory of all the office equipments and mobile phones. 3. Telephones Liaisoning with the concerned deptt., timely deposit of bills, keeping track of new schemes announced by telecom companies etc. Maintain list of phone lines (all types) in the complete region. Monitor usage of all landlines through EPABX software to control any mis-use. Recharging of prepaid mobile phones in the beginning of every month. 4. Water Supply and Electricity Liaisoning with the concerned deptt., timely deposit of bills and ensuring uninterrupted supply of both these essential services. 5. Traveling Co-ordinating all travel arrangements which includes Railway/Hotel bookings. for executives/staff (both ways). All Air travel tickets to be procured from corporate office only.
  • 46. 46 6. Security Ensuring security of the office premises in co-ordination with the Security Guard. 7. Housekeeping Keeping the office clean and in a spick & span condition. Organise furniture/carpenter work from time to time as per the requirement after taking necessary approvals from HRB and corporate office. 8. Company Vehicles Upkeep and maintenance of company vehicles. Maintain list of company vehicles and also monitor its insurance due date. 9. Regional Newsletter Responsible for publication of Regional Newsletter “Regional News Flash” in co-ordination with the HRB. 10. Rent Agreements Maintaining Rent Agreement files of AO’s/Mini Hubs, if any. 11. Database of Resumes Maintaining database(s)of Resumes for Data Entry Operators/Assistants or any other category which may be required. 12. Visiting Cards Responsible for printing of Visiting Cards of your Region etc. C. Operation 1. He has to ensure that entire operation working under him should work in neat & clean way. 2. Same day AZ from all BA/DA is compulsory. 3. SMS punching at 100% on real time basis & DRS punching should be done in evening. 4. DRS of each BA/DA should come to area office by evening along with load. 5. Strike report of same day delivery in local should be 100% and in T/S locations it should be 97%. 6. Load dispatch from his area should be proper , with complete marking and paper works as desired for the destination. D. Finance 1. AWB Management 2. Imperest Management 3. TO-Pay Collections 4. Cash Sales Collections 5. Market Outstanding Management, 6. Centralized Bill Submission and Collections 7. BA, DA and All kinds of Vendors Management KRA & KPI of Head Regional Business A. BD Profile a. Planning, developing Strategies, Policies which strengthen the Sales and overall development of the organization.
  • 47. 47 b. Business Development is taking place as per the company’s policies and objectives. c. To set Sales/Collection Targets for individual offices. d. The rates quoted are as per the company’s norms. e. Contract forms are signed for each and every client. f. No pick-up is started before the signing of the contract g. Adequate operational support is provided. h. The correct A.W.B. is used for Dox/Non-Dox/Parcels by Surface and Parcel by Air. i. Each and every packet/Sample/Parcel booked is affixed with a proper A.W.B. or Bulk Mail POD as the case may be. j. No consignments are booked in deviation with the standard operating procedures of the company. k. Submission of timely reports from Head Regional Marketing. l. Verify and forward the reports to the corporate office within the stipulated time frame and with his comments. B. Other Profile a. Monitoring the overall working of the region and taking the corrective action as per requirement. b. Control on Market Outstanding. c. Achievement of Arithmetic Zero of operations. d. Analysis of the expenses of the region to reduce the expenses under each head to the bare minimum level. e. To ensure that the payment to the vendors and other parties are made as per the commitments. f. Have a close interaction with the Business Associates to keep them motivated for the overall growth of the Company. g. To maintain office discipline and Healthy working culture/atmosphere. h. To meet the service standards by ensuring proper delivery/connection etc. i. Complying with the Corporate Offices messages/instructions. KRA & KPI of Manager/ Sr. Manager- Marketing a. Responsible for the achievement of Sales Targets. b. To formulate and execute the marketing strategy in his region. c. To assist his marketing team & Business Associates in meeting their sales and collection targets. d. To identify the business opportunity within the region and strike to convert into Company Share. e. To constantly monitor the activities of the sales team and initiate corrective measures wherever necessary. f. To continuously, educate, inspire and motivate his sales team and B.A. g. To personally interact will all major existing clients and make presentations before high value clients. h. To analyze and respond to the reports submitted by the junior colleagues.
  • 48. 48 i. To co-ordinate with the Regional Business Head for the overall business development in the region. j. To implement the directives issued by the Regional Business Head and the corporate office from time to time. k. To constantly keep the corporate office updated with the various trends prevailing in the region l. To suggest way, means, policies and strategy for achieving the desired growth in the region. m. To identify the major clients in his region and put them on CRM. n. To ensure there is no inhouse cannibalization of clients by various Business Associates. o. To constantly educate his team against giving and ambitious or wrong commitments. p. To constantly monitor the viability to each client’s business and initiate corrective measures wherever necessary. KRA & KPI of Coordinator – Sales/ Marketing a. Responsible for the total development of the product. b. Prepare Business Proposal, Contract, CIP, MTD etc c. Responsible for each and MIS Preparation and timely forwarding to the Concerned Authority d. Responsible for Reverse Pick-up in the entire region, Cross Checking DSR and other report submitted by Marketing/ Sales Team. e. Maintaining an Active Client list of Clients in accordance with assigned targets. f. Will co-ordinate and supplement the efforts of his/her B.A’s for achieving their sales target. g. Will be responsible for the realization of individual sales target. h. Will minutely monitor the progress of his/her clients and constantly interact with them for close co-ordination. i. Will analyze the marketing inputs from his team and co-ordinate with his HRB/MGR-BD for planning a right strategy. j. Shall make himself/herself available at a short notice for visiting, finalizing or presentation with a client. k. Assist the HRB/MGR-BD with any other business development. l. Will constantly monitor the business and prevent any cast customers being converted into credit clients. m. Handling vouchers of all Marketing Team Members. n. Code allotment to new clients. o. All documents’ filing. p. Arranging stationery for all Marketing Team Members. KRA & KPI of Manager- Accounts a. To ensure 100% correct sales billing after taking care of all bookings, weights, destinations, rates etc. and submission of bills latest by 3rd of each month.
  • 49. 49 b. Collecting all payments within 45 days from the date of billing. c. Collecting 100% amount of the bill without any deduction. d. Analyzing the expenses of the region to reduce them to bare minimum level. e. Not incurring any non-recurring expenses without the approval. f. Paying to our vendors as per commitments. g. Job responsibilities of individual staff are fixed and are monitored. h. Monthly reconciliations of accounts of Business Associates and Banks. i. AWB Control. j. To ensure sales and accounting as per the Company Policies. k. Preparation and timely submission of prescribed MIS and other reports. l. Complying with the Corporate Offices messages/instructions. KRA & KPI of Manager/ SMGR-OPS- Operation a. Moving the load by the best and the cheapest mode. b. Achieving the Arithmetic Zero on daily basis. c. Ensure the sanctity of cut offs for timely connections. d. Maintain correct routings and manifest shipments accordingly. e. Ensure delivery commenced in time. f. Monitor undelivered shipments, RTO and misrouting, missed connections, off-loading etc. g. Train all OPS staff on service stations and latest routings for correct manifesting. h. Keep the motivation level of all OPS staff at a high level to maintain operational efficiency. i. Assist the marketing team whenever requested to maintain client confidence. j. Check revenue leakage through wrong weight, misroutes, unviable vendors etc. k. Maintain close inter-action with Business Associates on operational issues. l. Complying with the Corporate Offices messages/instructions. m. Ensure Operations procedures are adhered to 100%. n. Ensure all Leaders / In-charge / Controllers function as per their K.P.I. o. Responsible for timely data capture on system. p. Responsible for smooth POD transfer & data from region. q. Responsible for 100% proactive delivery strike rate of local and Branch. r. Visit all Delivery Branches and ensure operations guidelines provided by corporate operations are practiced. s. Ensure all delivery staff are presentable and in company uniform. t. Ensure full proof control on pilferage / lost / damage shipments at hubs and branches. u. Resolve – lost/pilfered/short received/claim cases as per corporate directives. v. Implement cost control measure on Vehicles/Manpower/line-haul/inventory in consultation with HRB and Self w. Impart induction and training to all staff in operations department. x. Conduct weekly operations meeting. y. Motivate team members through proper man management skills. z. Ensure unbiased support to team members at all times. aa. Act as troubleshooter – providing solutions to problems. bb. Optimise operations service standard by identifying area’s of concern and bring into the notice of HRB and Self cc. Identify new service provider on Quality standard parameter. dd. Develop cordial relation with airlines / customs / co-loaders / government Authority & statutory bodies to facilitate smooth operations functions.
  • 50. 50 ee. Responsible for quality productivity in the respective region. ff. To Review / Audit performances of Hubs / Delivery Offices / Branches. gg. To prepare & present fortnight / monthly Operations Report to Regional Business Head and Self KRA & KPI of Assistant Manager - OPS a. Responsible for total functioning of the Hub / Branch. b. Responsible for 100% in-scan & out-scan of shipments. c. Responsible for 100% data capture & 100% on-time POD capture in system. d. Responsible for 100% transfer of hard copy pod’s to respective origins. e. To achieve 100% AZ performances as per corporate directives. f. Accountable for on-time connections through Air, Rail & Road movements. g. Responsible for daily / week / monthly reports. h. Conduct weekly Operations meeting in the absence of 1st Incharge. i. Conduct induction & training to Operations staff. j. Implement process & SOP’s as per directives of Corporate Operation. k. Monitor inventory and operation stationary usage. l. Focus & design cost control parameters related to operations department. m. Responsible for vehicle movement. n. Handle administrative & vender liasoning. o. Develop public relation with co-loaders/airlines/customs/government & statutory bodies. p. Maintain Code of Conduct as per Company norms. q. Accountable for executing disciplinary action on sub-ordinates. r. Update new service changes and location to operation team. s. Focus and develop new avenues & modes for better proactive quality service. t. Ensure smooth & effective communication with inter-department / regions /stations. u. Ensure smooth operations in the absence of Smgr-OPS KRA & KPI of Credit Card Controller A. OUTBOUND OPERATIONS 1. To count all the Credit Card shipments and tally it with the incoming manifest. 2. To ensure 100% in-scan of the Credit Card shipments. 3. To ensure 100% out-scan of the credit cards and prepare the manifest destination wise. 4. To pack the cards destination wise in poly bags and seal them. 5. To ensure the sealed poly bags are put in the correct mother bags for dispatch to destination. 6. To hand over the bags to the Operation In-charge for connection. 7. To prepare outbound pre-alerts and forward to destinations after connection of shipments / Bags. 8. To verify / demanifest in-coming v/s Outgoing manifest of the Credit Cards. 9. In the event of short receipt of shipment to intimate Credit Card CRM at Corporate / 1st In-charge in Operations/ respective HRB of the station and Head All India Operations. B. Inbound Operations a. To check if Credit Card bag is received in proper sealed condition. b. To count all the Credit Card shipments and tally it with the incoming manifest.
  • 51. 51 c. To ensure 100% in-scan of all credit card shipments. d. To ensure 100% out-scan and prepare manifest to be handed over to Delivery office / transshipment. e. To prepare poly bags delivery office wise and seal the bags before hand over. f. To ensure the transshipment shipments properly bagged and sealed for dispatch. g. To call all the Delivery offices / Destinations and inform them the total number of Credit Cards sent to them for delivery. He will also inform them to either email or confirm on telephone the delivery details by the same evening. h. In the event of short receipt of shipment to intimate Credit Card CRM at Corporate / 1st In-charge in Operations/ respective HRB of the station and Head All India Operations. i. To ensure delivery office will tally the number of Credit Card recd with the manifest. j. To ensure the Cards are delivered only to Cards Member/actual consignee as mentioned on the shipment. k. At the time of delivery the cards should be delivered only after carrying out a valid ID check. l. The list of valid ID check is: 1. Pass Port 2. Driving License 3. Ration Card 4. Voter ID 5. PAN Copy 6. Company ID Card bearing photo C. Other a. The photo identification check must be mentioned on the POD at the time of delivery. b. In case the Consignee is not available at the time of delivery the contact card as mentioning AWB number on the contact number of the delivery office must be left behind. c. The un-delivered credit cards must be retained under lock & key at the delivery office. d. In case the Consignee does not respond to the contact card, the delivery office will try to contact him on the telephone and organize the delivery as per the consignee instructions. e. In case the delivery office fails to contact the consignee on the telephone the second attempt will be made to deliver the packets. f. In case the delivery is still not possible one more contact card will be left behind and consignee tried to be contacted on telephone the next day. g. If the consignee is still does not contact the delivery point than the concerned office will try to seek an alternate address from the RO. h. The third attempt will be made at the alternate address. In case the delivery is still not possible the card will be returned to origin. i. In no case shall the card be returned to origin before three delivery attempts spread over a period of six days. j. The delivery office will highlight all the un-delivered cards daily in the Non Delivery report and send it to RO the same day. k. To ensure the delivery office will ensure utmost safety and security of all the Credit Card under its possession. l. To ensure in the unlikely event of the card getting genuinely lost or Mis- placed due to unavoidable and unforeseen circumstances the same must be reported telephonically to CCC within 10 minutes of the lost. m. If the loss is not reported to CCC within 10 minutes of its happening the entire liability will come upon the delivery office.
  • 52. 52 n. To ensure the delivery office sends all the PODS delivered for the day of delivery so that the system is updated the same night. o. To ensure all the transshipment, delivery office to email the delivery details/non delivery details of all the credit cards to the CCC the same evening positively. p. To achieve AZ Report by end of the day. KRA & KPI of Document In-charge / Controller A. INBOUND OPERATIONS a. To verify all the bags /shipments are received as pre-alerted. b. To check and verify if all bags / shipments are received in proper and good condition. c. Ensure 100% in-scan is done for all inbound shipments. d. Ensure shipments are 100% out-scanned and manifested to respective delivery offices. e. Ensure all shipments are connected / handed over to delivery offices for delivery in the set time frame. f. To demanifest once all the shipments are handed over to delivery offices. g. To immediately forward email message to Origin station on the discrepancy. h. To send counter manifest confirmation to all origins. 1. For Shipments received damaged / short received kindly refer to procedures to be adhered provided on the subject. B. OUTBOUND OPERATIONS a. Ensure shipments are received in proper packaging from the shippers. b. If the packaging is not adequate then have the same done in consultation with the operations manager. c. Ensure shipments are 100% out-scanned / manifested and handed over to the delivery offices and Transshipped. d. Ensure all shipments / Bags to be connected are in good travel condition. e. Ensure no unwanted markings that could misroute the bags are found on the Mother bags. f. Ensure all Mother bags are sealed properly with the Bag lock seals before transferring them to airport for connection. g. Ensure all bags and seal are in proper condition when handing over to co- loader / airline. i. Ensure all details mentioned on ACN are written clearly. j. Prepare outbound pre-alerts and forward to destination after connection of shipments / Bags. To check and verify if all counter alerts for previous day are received from destinations. Prepare & update daily reports on system such as: - ⇔ Cage / Hold shipment report. ⇔ Inbound & outbound pre-alerts/counter-alerts. ⇔ Counter Master Manifest. ⇔ Vehicle movement & running log book. KRA & KPI of Parcel In-charge / Controller A. INBOUND OPERATIONS a. To verify all the bags /shipments are received as pre-alerted. b. To check and verify if all bags / shipments are received in proper and good condition. c. Ensure 100% in-scan is done for all inbound shipments. d. Ensure shipments are 100% out-scanned and manifested to respective delivery offices. e. Ensure all shipments that are cleared from regulatory carry correct and valid documentation for recovery of payments from receivers. f. Ensure all shipments are connected / handed over to delivery offices for delivery in the set time frame.
  • 53. 53 g. To demanifest once all the shipments are handed over to delivery offices. h. To send counter manifest confirmation to all origins. i. For Shipments received damaged / short received kindly refer to procedure to be adhered provided as per relevant annexure attached on the subject. B. OUTBOUND OPERATIONS a. Ensure shipments are received in proper packaging from the shippers. b. If the packaging is not adequate then have the same done in consultation with the operations manger. c. Ensure all parcel shipments are traveling with requisite paper work. d. Do not connect shipments if adequate paper works not provided by the shipper. e. Ensure 100% out-scan / manifesting of shipments. f. Ensure all shipments / Bags to be connected are in good travel condition. g. Ensure no unwanted markings that could misroute the bags are found on the Mother bags. h. Ensure all Mother bags are sealed properly with the Bag lock seals before transferring them to airport for connection. i. Ensure all bags and seal are in proper condition when handing over to co- loader / airline. j. Ensure all details mentioned on ACN are written clearly. k. Prepare outbound pre-alerts and forward to destination after connection of shipments / Bags. l. To check and verify if all counter alerts for previous day are received from destinations. ˜ Prepare & update daily reports on system such as:- ⇔ Cage / On-Hold shipment report. ⇔ Inbound & outbound pre-alerts/counter-alerts. ⇔ Vehicle movement & running log book. KRA & KPI of POD Controller a. To coordinate with AZ controller and ensure all PODS are received in the set time frame, for Local Delivery same day of delivery and for T/S Branches 48 hrs. b. Ensure 100% POD capture is done on the same day of receipt of the PODS. c. While POD entry on the system to ensure the following information is captured accurately. i. Airway bill number. ii. Origin of the shipment. iii. Destination of the shipment. iv. Booking Date. v. Name of the receiver. vi. Date of Delivery. vii. Signature indication on system viii. Company stamp indication on the system. ix. Time of Delivery. x. Relationship for Credit Card Shipments. d. Ensure 100 % POD capture on system is done before 07:00 AM on daily basis. e. Ensure 100% Data capture of NDR the same day, to coordinate with AZ Controller in obtaining the NDR report in the set time frame. f. Ensure all Data transfers to Regional and Corporate Offices is done through Autosinc software by 08:00 AM on daily basis. g. Ensure PODS are batched together relevant entries are made on the POD cover before dispatching the same to Origin / Regional Offices. h. All PODS must be sent next day of data capture under an AWB to the attention of the POD Controller of the respective Origin /
  • 54. 54 Regional Office Controller. i. Ensure proper relevant entries of the covers are made in the register before dispatching the POD covers. j. Ensure all return PODS are segregated and sent to actual Origins as per point 6,7,8. k. Ensure all return PODS are sorted as per distribution list and stored at Regional Offices for hand over to shipper /future references. l. To analysis the speed of the POD entry operators on daily basis to check the productivity. KRA & KPI of System Incharge a. Monitor and make sure that all the servers, workstations and softwares are running properly. b. Take back up of data (daily/weekly/monthly) as per the laid down procedure. c. Update definitions file of Anti Virus softwares in all the servers and work stations as and when recd. from the Head Office. d. Protect the password of all the servers. e. Monitor and make sure that the booking office softwares is running properly with all the concerned business associates. f. Keep a check on any kind of misuse of any Hardware or Softwares. g. Send weekly/monthly report to HO from time to time. h. Complying with the Corporate Offices messages/instructions. Remarks: 1. The Aforesaid KRA & KPI should be followed as per SOP of Company 2. KRA & KPIs shall be revised time to to time and information will be provided in written 3. In case of fraud/ misdeed/ pilferages/dishonesty in connection with company's business or property the Company is free to take action as per the policies. Types Of Discipline Problems: • Attendance • On-The-Job Behaviors • Dishonesty • Outside Activities Before Disciplinary Action: • Seriousness Of The Problem • Duration Of The Problem • Frequency And Nature Of The Problem • Employee’s Work History • Degree Of Socialization • History Of The Organization's Discipline Practices • Implications For Other Employees
  • 55. 55 • Management Backing • Make Disciplinary Action Corrective Rather Than Punitive • Make Disciplinary Action Progressive • Follow The “Hot Stove” Rule (Immediate Response, Warning, Consistent, Impersonal) Disciplinary Actions: • Oral Warning • Written Warning • Suspension • Demotion • Pay Cut • Dismissal • Employment-At Will A GENERAL PROFORMA OF CHARGE-SHEET To, Mr. XYZ, (Emp_Code), Address........................... It has been reported against you that on the DD/MM/YYYY (Mention Date) at...................... (Place) you........................ (Mention clearly the act or acts of alleged misconduct). (For example, in case of overstaying sanctioned leave/obtaining leave on false grounds That you proceeded on leave duly granted to you on DD/MM/YYYY, from DD/MM.YYYY to DD/MM/YYYY on the pretext that your mother was seriously ill and that you have failed to report on duty on the expiry of the said leave, and have remained absent from work without obtaining prior permission or even without an intimation for further grant of leave. Furthermore, it has come to our knowledge that your mother was not sick and that you obtained the original leave on false ground. These acts/ omission constitute misconduct of serious nature) The above acts alleged against you amount to misconduct which if proved would warrant disciplinary action against you. Accordingly, you are hereby required to show cause within .......days of the receipt hereof as to why you should not be dismissed or appropriate disciplinary action against you. Should you fail to submit your explanation as required, it will be presumed that you admit the charges and have no explanation to offer and the matter will be disposed off without any further reference to you. Since the charges levelled against you are of serious nature, you are hereby suspended pending further enquiry and final order in the matter. Dated................................. Signature (Authorised Signatory)
  • 56. 56 A GENERAL PROFORMA OF DISMISSAL LETTER To, ............................................ With reference to the charge sheet No. ............................ dated.......................... issued to you on ............. and the enquiry held thereafter the report of which already been sent to you along with the show – cause notice notice served on you on ..................We have duly considered the Enquiry Report and are satisfied that the charges levelled against you have been proved against you. In view of the serious nature of the misconduct committed by you, the findings of the enquiry officer and the warnings given to you in past on various occasions, We have decided to dismiss you from services with immediate effect/with effect from....................... Yours faithfully. Dated........................ For M/s...................... (Authorised Signatory) A GENERAL PROFORMA OF Termination Letter March 30, 2004 To, Mr/Ms ABC X Address........ Dear Mr X, This has reference to the charge sheet dt...... issued to you on......, which has been duly received by you* on........and subsequent disciplinary enquiry. I have gone through the report of the Enquiry Officer, and concur with him that the charges levelled against you under cl......of the Standing Orders, as applicable to you, are proved beyond doubt. Considering the gravity of the misconduct, it has been decided to terminate your services, as your presence in the company will be subversive to the discipline of the company and against the morale of the employees. Accordingly your service is being terminated forthwith with effect from.... . You may collect your legal dues on any working day after.... from the...department. Thanking you, Yours truly, Signature**
  • 57. 57 In the present scenario of competition, employees are the whole and sole of the Organization. For efficient working and smooth running of an Organization it is important to see to the problems of the employees and also create a healthy environment with good working culture. Overnite Express Limited believes not only to recruit more and more staffs but also to retain them for longer duration towards the betterment and success of the Organization. Our Organization has come up with lots of initiatives that are oriented to provide a better complaint redressal mechanism whenever any sort of grievances arises against the Organization or against any staff. Policy: Grievance redressal policy differs between large & small Organizations. A complaint lodged verbally by an employee will be treated as grievances. However, grievance will be regarded as formed when the dissatisfaction is given in writing. Such disputes which are of a reasonable magnitude arising out of ill feeling by an employee or group of employees may be regarded as grievance. The feeling of injustice may be related to wages, mode of its payment, leave, transfer, positions, promotion, and treatment by superiors, interpretation of code of conduct or even the food supplied in the canteen. The idea of framing the policy in Overnite Express Limited is to solve the problem and the complaints of the staff. In this policy each and every staff has the right to express his/her grievance and there is a procedure to be followed. The policy has been formulated taking the following in to consideration: • Employees are treated fairly at all times. • Complaints raised by employees are dealt with courtesy and on time. • Employees are fully informed of avenues to escalate their complaints/ grievance within the Organization and alternative remedy if they are not fully satisfied with the response to their complaints. • All complaints are dealt efficiently and fairly. In order to make the redressal mechanism more meaningful and effective, a structured system has been built. This system would ensure that the redressal is fair and just within the given frame work of rules and regulations so that the employees would be aware of the complaint handling process
  • 58. 58 Procedure: A. First stage • When an employee faces any grievance, he/she has to report it to his/her immediate superior. Such immediate superior officer is expected to give reply or find the solution to the grievance within the time stipulated according to the gravity of the grievance made. • If the matter is not settled or if the settlement made by him/her is not acceptable to the concerned employee, then the employee can directly contact the DAC (Disciplinary Action Committee) either through verbal communication or by submitting a written application in person or via mail. • The committee investigates on this matter and based on the findings it prepares a report to present before the chairperson of the committee who takes decision with the help of the submitted report. The above stated mechanism is flexible depending upon the situation. In each stage, the way of presentation by the employer and the employee is transparent. If there is any ambiguity in the case a detailed investigation and proceeding for expert opinion would be considered. B. Second stage (If he/she is not satisfied with the decision of DAC) • In second stage, the employee concerned will be permitted to present his/ her grievance with the help of co-workers to the Director who in turn listens to the grievance and tries to give a solution and constitutes a committee according to the merit of the case or issue put before him. ⇒ Discipline and code of conduct In any social system, irrespective of its nature, it is important to determine a set of rules that will regulate the conduct of its members and should be observed in order to function successfully. Similarly it is important in the workplace to determine a set of rules to regulate the relationship between the employees and the employer in the form of a disciplinary procedure. The disciplinary procedure is regarded as a guideline and its interpretation is adequately flexible in order to adjust to various circumstances. Overnite Express Ltd follows its own Disciplinary rules and code of Conduct and no one is allowed to abuse the system while they