Internal Customer Satisfaction improvement project- Kiran Madhav

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BIC Project- ICSAT for TA
Kiran G Madhav
Date 14th April 2014

Why we targeted Hiring Managers & New Joiners ??
 Hiring Managers are 25% [1800+] of the employees are our Hiring manager.
 We had 1013 new joiners in FY13 & 1012 in FY14.
2
TALENT ACQUISITION
ECO- SYSTEM
High
impact
on
ICSAT
High
impact
on
ICSAT
High
impact
on
ICSAT
* Joiners exclude IJP’s & offroll’s
Agency

Requisition
raised by
HM
Level 2 for
approval
BU HR
approval
CTAT
Head
approval
Assigned
to the
Recruiter
Recruiter
understan
ds the
profile &
proposes
cv’s to HM
1st level
interviews
of
shortlisted
profiles
L2 & L3
interviews
of selected
candidates
HR
interview
comp
recomme
ndation
from BU
HR
Offer
Release
& post
offer
engagem
ent
Successful
Onboarding
Most of the HMs
unaware of Prism
recruitment module
HMs feel TA
did not
understand the
requirement
HMs not
satisfied with
quality of cvs
HMs not satisfied
with regularity of
update on the
positions
HMs not aware
about the
compensation
offered
HMs do not
receive the
update on
joining's
 Some common issues/complaints which were highlighted during-
• Hiring Manager Meet sessions.
• Random survey’s conducted in different BU’s .
• One on one meetings with Managers .
Quality of Cvs
Understanding of
recruitment process on
Prism
Communication
at different
stages of
Recruitment
TA PROCESS AND INITIAL IDENTIFIED GAPS

• HM survey designed on Google drive platform
• Easy to implement & No Cost involved
• Integrated with PRISM.
THE APPROACH
WHY ??
HOW ??
• Brainstorming within the TA team & inputs from Regional TA HR SPOCs.
• Studied internal Survey Questionnaire of TCL CSI team, CSO & external Survey’s
• Designed the Questionnaire of the survey focusing on the Problems shared by the internal
Stakeholders during HM connect sessions.
Tools
available
Survey Gizmo
Survey MonkeyClient Heartbeat
Google Plus
# SURVEY FACTS
• Survey response at Global level- 16% (Source-
Gallup)
• Survey response – TCL CSI team- 30% (source-
CSI team
• Simply Measuring Time and Cost is no longer enough.
• Measure effectiveness of each stage of the hiring process, right from marketing the job to
performance of the hired.

HIRING
MANAGER
Not
updated
on the
joining
Understanding
of the role
Quality
of CV’s
Regular
update
on the
positions
Not part of
compensa
tion
discussion
Recruiter will
connect with
HM to
understand
the role
Aim for
1 select
out of 10
Weekly
update to
HM’s on
the
positions
Inform
HM’s on
the comp
offered
Update HM
on joining of
the
candidate
OBJECTIVE-
 To emerge as a Business Partner & partner in a better way.
 To create a Smooth & Great recruitment experience.
 To increase ICSAT score for TA.
How the Survey works
Step 1
•Post candidates joining the intimation is given to the hiring
manager with the Survey link via Success factors.
Step 2
•Hiring Manager has to log in and take the Survey. Also has
to provide a subjective feedback/experience on the
Recruitment process.
Step 3
•The report is published fortnightly with the team, the
negative feedback is highlighted and discussed with Head
TA & strategies are formed to improvise it.
Hiring Manager Survey

-HM survey
launched for
TCL India only
-HM Survey
Launched for
TCTSL &
Globally
-H1 survey %
for India 48%
-HM survey
% response
-India- 40%
-Global-
38%April 2013
Sept 2013
March 2014
-Increase the
response % to
50%.
-Survey
reports to be
migrated to
SharePoint
H1 2014
HM survey Current Status & Way Forward
Current Status Way Forward
HM Survey Contributions
 HM Survey data is published in the Global Qlickview dashboard.
 HM Survey responses are shared fortnightly with the Business & TA team.
 Presented at HRLT meetings in Recruitment dashboard.

HM Survey Findings
AMERICAS APAC INDIAEUROPE MENA
100% 100% 100%
98%
2%
1
2
3
4
RatingBelow3RatingAbove3
April 2013 till March 2014
Responses % of
Response
above 3Region Joinee
Survey
Sent
Response
s
Response % Below 3 Above 3
Americas[Sept 2013 till Date] 52 52 21 40 0 21 100
APAC[Sept 2013 till Date] 26 26 1 4 0 1 100
Europe[Sept 2013 till Date] 30 30 3 10 0 3 100
India[inclu TCTSL from Sept 2013] 852 852 340 40 6 334 98
MENA[Sept 2013 till date] 2 2 0 0 0 0 0
Total 962 962 365 38 6 359 98
Rating
Above 3
Rating
Below 3
Good &
Excellent
Average &
Poor

New Joiner
Explain the
Role
Assistance
in
explaining
the offer
Post offer
engagem
ent
Share &
explain the
JD
Explain
the comp
& benefits
in detail
Connect
with NJ
and share
the weekly
mailers
OBJECTIVE
 To Provide a Remarkable Recruitment & joining experience
to our New joiners & build Tata Communications- Employer
brand.
 Maximize conversions (offer to joining).
 Experience created for prospective talent
How this Survey works
Step 1
•Post offer engagement- Fortnightly mailer to be send to new
joiners like- Quiz & information about the company
Step 2
•Survey Link will be sent to the new joiner 2 days prior to their
joining.
Step 3
•Follow up as decided will be done with the new joinee. (Post
joining on 1st Wed and Friday
Candidate Engagement
New Joiner Survey

-NJ survey
launched for TCL
India only
-NJ % response
for the 1st
Quarter- 19%
-NJ %
response is
65%
Oct 2013
Dec 2013
March 2014
-NJ Survey to
be launched
Globally.
-Survey to be
migrated to Red
carpet
June 2014
New Joiners survey Current Status & Way Forward
Current Status
Way Forward

10
New Joiners Survey responses till 31 March 2014
Rating Sale
1 – Poor, 2 – Average, 3 – Good , 4 – Excellent

Thank you

Internal Customer Satisfaction improvement project- Kiran Madhav

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