implementation of hr score card

Designing, Developing and Implementation of HR Score Card in Consumer Durable Industry

By

Santosh Bagwe

Manjiri Shanbhag

Index

Human Resources Score Card

Execution of Human Resources Score Card

Roles & Responsibilities of HR

CRC Visit Manual

Monthly M I S

HR Scorecard

Controlling Inoperative & Absconding cases

Growth in Sales & Revenue

Reduction in cost of recruitment by increasing retention

Reduction in Zero sellers & Low Performers

Reduction in lead time for HR responses

Proactive actions on Low performers

Focus on High Performers

MFW STP Tracking of New CSS, Exit Interviews

HR Audit Planned CRC Visit PRDP SLPOptimum

Use of SAP

Financial

Internal Customer

Operation

Strategic

Org. Policies Benefits, Soft skills, Leadership & Managerial Skill

Reduction of CDAs & Outstanding units

Motivating High Performers

Focus on Retention

Implementation of Non-Negotiable standards for HR

Visibility in field

Leadership Development

Training

Monitoring Absconding cases with Outstanding units & CDAs

Execution of HR Score Card

STRATEGICRESPONSIBLE AT NATIONAL LEVEL

RESPONSIBLE AT REGION / SBU LEVEL

IMPLEMENTATION OF NON-NEGOTIABLE STANDARDS

NATIONAL HR COORDINATOR

HR COORDINATOR

FOCUS ON RETENTIONNATIONAL HR

HEADREGIONAL HEAD – HR

AREA HEAD – HR

VISIBILITY IN FIELDNATIONAL HR

HEADAREA HEAD- HRHR ASSOCIATES

TRAININGNATIONAL

TRAINING HEADREGIONAL HEAD- HR

AREA HEAD – HR

LEADERSHIP DEVELOPMENTNATIONAL

TRAINING HEADREGIONAL HEAD – HR

AREA HEAD- HR

Implementation Of Non-Negotiable Standards

One window for all communications

> Head Office - National HR Coordinator

> SBU - HR Coordinator

HR Audit - Monthly One SBU

Execution of HR Operational Manual

SAP Data Validation - Monthly for all Region

Focus On Retention

WEEKLY CRC WISE ON ROLL - OPERATIVE REPORT

TRACKING OF NEW CSS BY HR ASSOCIATES, AREA HEAD ON APPOINTMENT

LETTER, ID, ESIS CARD, MFW, STP, PERFORMANCE

CONDUCTING TEST OF CSS AFTER COMPLETION OF 60 DAYS OF SERVICE ON

TRAINING PROVIDED

QUARTERLY ORGANISATION CLIMATE SURVEY AT AREA LEVEL

Visibility In Field

Planned CRC Visit

HR Associates All CRCs once in a month

Area Head All CRCs once in a quarter

Regional HeadAll CRCs once in six months

CRC Visit Manual

Monthly Tracking Of Absconding CSS with units & CDAs

Monthly Report Of all CRCs to HO

Monthly progress index focusing on Operatives, Recruitment, Exit, Zero Sellers, Training & Absconding Cases

Training

Designation Target Training Programs

HR Associates CSS

Payment Plan Welfare Benefits ESIC EFL Introduction

Area Head – HRCSS / GCSS/ TL

Soft Skills

Regional Head – HR

TL & Above & equivalent in Support Functions

GCSS / TL Induction Soft Skills Leadership &

Managerial Skills

PRDP Implementation

Designation Target

HR Associates Potential Group Leaders

Area Head – HR Potential Team Leaders

Regional Head – HR Potential Head CRCs

Roles and Responsibilities of HR

National Manager – Training

National HR Coordinator

Regional Head – HR

Area Head – HR

HR Associate

HR Coordinator

Manager Training

Key Role Activities Lead time % of weightage

Delivering training by othersEnsuring Implementation of Training by Sales Leader and HR

GL, TL Induction Quarterly 30%MFW MonthlySTP MonthlyEurokshiksha Monthly Knowledge Capital

Monthly

Exploring cost effective external training programs in coordination with Sales Leaders and Regional HR Head based on identified training needs

PRDP and Leadership DevelopmentEnsuring Implementation of PRDP by Sales Leaders and HR and measuring improvements

GL Quarterly 25%TL QuarterlyHCRC Quarterly

Potential leaders succession planning and development in coordination with Sales Leaders

Quarterly

Implementation of SLP through Regional HR Heads Quarterly

Own Training programsDeveloping training programs 8 new programs in a year based

on needs25%

Train the trainers – HR and Sales Leaders Soft Skills QuarterlyImparting training Managerial Skills Quarterly

Leadership Quarterly

Measuring effectiveness of Training Tracking performance after training

Monthly 20%

HBS Case study

National HR Coordinator


Monitoring HR MIS across the country

Daily/Monthly Appointment Letters Within 5 days of receipt of proper documentation

30%Confirmation LettersTransfer LettersFinal settlements

Quarterly Coordination of recommendation for assessment boards

One month in advance i.e. 28th Feb, 31st May, 31st Aug, 30th Nov

Issue of promotion letters Within 10 days of Assessment or 5th days of Assessment month i.e. 5th April, 5th July, 5th Oct, 5th Jan whichever is earlier

Annual Getting organogram approved 15th MarchHoliday Calendar 15th NovemberAnnual Increment Ratings 28th FebruaryBonus Calculation 15th August

Management Information System

Weekly On roll/operative Every Monday 25%Pending jobs at HOPending jobs at SBU/RO

Monthly Long Service award 5th of every monthCash flow on FGF, Leaders coach, Buddy SchemeFGF Payment datesSalary payment datesBirthday reportMonth vacant positions based on approved organogram

HR Audit based on non negotiable standards for HR

One Region per month 2nd week of every month 30%Action plan on Report 3rd week of every month

Recruitment of Support functions 30 days of receipt of PRF

15%

Regional HR Head 1


RecruitmentCSS Driving and monitoring Area

HR Head and HR Associates 80% module all the time Module, Onroll and

operative gap report every Monday to the National Head – HR – Annex-A

10%

Support Following up with PRF, and making sure that the position is closed as per the process time, making sure that the non-negotiable standards are followed, controlling the cost of recruitment and Driving/ monitoring Area HR Head on recruitment.Accountable for Recruitment of Executive and above.

Cost per recruits should not exceed the Rs. 700/- for CSS and one month consolidated salary for the support functions

Support - All positions should be closed within 15 days of raising PRF position should be closed

Training and DevelopmentSLP/ NMIMS implementation

Ensures participation In every June 15%Works with corp. on schedules, Conduct contact programmes

At least one per semester

Analysis the impact of learning’s – through people handling and productivity

Quarter

Training Identify training needs and conduct training programs

One per quarter –covering all Sr.TL and HCRC; Minimum one workshop for Accounts, service and CRM in a year.

GL and TL Induction Once in a quarter – before assuming the office

PRDP Ensure TL & HCRC PRDP is conducted every month and be a part of quarterly review along with the SBU head.

Quarterly report on PRDP 15%

Ensure CSS development plan and GL PRDP are carried by the Area head HR.

HR Audit based on non negotiable standards for HR

Audit on process time, standards, and creativity/innovation

15%

One SBU per month 3rd week of every month

Action plan on Report 4th week of every month

CRC Visit Report Minimum 5 CRC a month – shall focus primarily on Cities

05 meetings in a month 15%

Assessments Ensure assessment’s carried as per the standards.Ensure the recommendations are send to Corp. and the respective DRH a month in advance.

Every quarter 15%

Legal Handling all legal compliances connected with employees.

Ongoing 10%

Ensuring settlement is done on time.Ensuring medical emergencies adhered on timeEnsuring Statutory compliances are meet in the stipulated time

Monitoring HRMIS – process of all papers and needs as per the process time matrix

Ongoing 5%

Area HR HeadKey Role Activities Lead time % of

weightage

RecruitmentCSS Driving and monitoring HR Associate on

recruitment & his Direct CRC 80% module all the time Module, Onroll and

operative gap report every Monday to the Regional Head – HR – Annex-A

15%

Support Raising PRF for additional position based on the approved organogram / replacement

PRF to be raised and forwarded within 5 working days of acceptance of resignation letter

The new position to be closed within 30 working days on receipt of the approved PRF

Sourcing CVsArranging Interviews and finalization of candidates upto Officer levelIssuing offer and Appointment Letter and collection necessary documentation

Training and DevelopmentNMIMS implementation

Identifying learners In every May/June 20%Mentoring and coaching learners Every CRC VisitMonitor their performance Every CRC Visit

Training Soft Skill Training Minimum 05 Training programs of 2 hours each in a month during his CRC visit. [will be support with standard training modules]

PRDP Identification of potential TL through GCSS Development Plan


Ensuring TLPRDP along with the HCRC and work on the improvement areas

Field Visit Report

Field Meeting 10 meetings in a month 15%Recruitment and Retention review with HCRC

All CRC visit

Employee Satisfaction Survey – QuarterlyExit InterviewsPerformance tracking of all CSS, GL and TLMeeting with CRC Accountant, Service and CRR. Conducting cross functional meetings in the CRC

Legal Tracking of absconding and resignations,

Outstanding/unalloted OYBS Payment of Statutory to the

respective office – ESIC monthly returns, half yearly returns, payment of PT, renewal of contractual agreement, etc.

Monthly report on Resignation and absconding to the regional head

Monthly report on statutory

Compliances. Both the report should reach the Regional Head HR before 05th of every month

15%

Conducting exit interviews - For all Club qualifiers, OYBS, and SLP/NMIMS Champs

5th of every month, report on exit analysis to his Regional Head and copy to the SBU Head.

Monitoring HRMIS activities are adhered as per the process time

Daily basis 5%

HR Associates


Recruitment FGF Implementation 80% module all the time

Module, Onroll and operative gap report every Monday to the Area Head – HR – Annex-A

25%Campus RecruitmentEmployment Exchange / other source

TrainingCoordination with the leaders and Implementation of trainings

MFW Monthly report on training by 5th of every month

20%STPEuroshikshaKnowledge Capital

Training by HR Associates and addressing gaps and grievances

EFL Introduction Minimum 10 Training programmes of 2 hours each in a month during his CRC visit. [will be support with standard training modules]

Payment PlanWelfare & BenefitsESICPolicies of organization

PRDP Identification of potential GL through CSS Development Plan


Conducting GLPRDP along with the TL/ HCRC and work on the improvement areas

Field Visit Report Field Meeting 10 meetings in a month 25%Meeting with new CSS All CRC visitExit InterviewsPerformance tracking of all CSSEmployees Satisfaction Survey – QuarterlyMeeting with CRC Accountant

Legal Shop Act Compliance Every month 15%ESIS, PF Compliance Every monthApplication blank Within 7 days of the date of

joining to be forwarded to Area HR office

Absconding information Report within 7days of visit to area office

Resignation Checklist Resignation to be forwarded to Area HR office within 7 days of resignation

CRC Visit Manual

Role of HR Associate on CRC Visit

Format of HR Associate CRC Visit Report

Role of Area Head – HR on CRC Visit

Format of Area Head HR CRC Visit Report

Use of SAP on CRC Visit

Role of HR Associate on CRC Visit

Visit of all the CRCs in a month Recruitment through campus recruitment, placements, employment

exchange Initiate actions against absconding cases with units and CDAs Initiate actions against on low performers Identify of CSS for potential GL Ensure the training – MFW and STPs are conducted by Sales Leader Follow up with HR coordinator on pending HR issues Agenda on CRC visit

Morning field meetingHe must attend morning field meeting and check the attendance.

Meeting with HCRCo Pending HR issues – appointment letters, upgradation ,

confirmation, final settlements, OYBSo Proposed action on <5 sellerso Proposed action on OYBS non performerso Proposed action on absconding CSS

Meeting with new CSSo Checking whether they got their appointment letters, folders, ID

card and ESIS cardso Checking whether they have undergone MFW, STP programso Conducting test of new CSS after completion of 60 days

Training conducted during visitEFL IntroductionPayment PlansWelfare and BenefitsESIS

CRC visit reportWithin 2 days of visit, a report in standard format must be sent to Regional Sales Head, Area Sales Head, HCRC, Regional HR Head, Area HR Head

Format of standard CRC visit report – for HR Associates

CRC Visit Report

Name of CRC

Morning Field

Meeting

Date of visit

Name of HR Associate

Place of Field Meeting

Starting time of field meeting

Name Present

HCRC

Team Leaders

Group Leaders

Manpower Status

Product Actual

Module

ON Roll

CSS Present during field meeting

Meeting Pending HR Issues discussed with HCRC

with HCRC

Appointment letters

Confirmations

Upgradations

OYBS

Final Settlement

Performance meeting with HCRCNo. of <5 sellers ( should carry Performance detail report)

Proposed action by HCRC

Proposed action by HCRC on OYBS non performer

Absconding caseNo. of Absconding cases ( must compile list)

Proposed action by HCRC

Training by HCRC

No. of CSS undergone MFW

Date of MFW

No. of CSS undergone STP

Date of STP

Meeting with New CSS

Meeting with New CSS

No. of new CSS ( 0 – 3 months)

Pending appointment letters

Pending ESIS card, ID card

Training

Own Training Program

Name of Training Program

No. of CSS attended training program

Support Manpower

Support Manpower

TOTAL MANPOWER

MODULE ACTUAL DIFF.

SERVICE DIVISION

STORES ACCOUNTS C R M OFFICE BOYS TOTAL

Health Check of CRC

PARAMETERSEXCELLENT

AVERAGE POOR

BASIC INFRASTRUCTURE

CLEANLINESS & HYGIENE

SECURITY SERVICES NOTICE BOARD HELP DESK

Record Keeping

1. PERSONAL FILES 2. ATTENDANCE SYSTEM 3. LEAVE RECORDS 4. PROVIDEND FUND 5. E S I 6. O Y B S 7. SHOP ACT

8. EX EMPLOYEES

9.TRAINING & DEVELOPMENT

10. ANY INITIATIVE

Remarks

Role of Area Head – HR on CRC Visit

Visit of all the CRCs in a quarter Recruitment and Retention Review alongwith HCRC and HR Associate Counseling of GL and TL on retention Review absconding cases with units and CDAs alongwith HCRC and HR

Associate Review and counseling of low performers Identify of GL for potential TL Review of the training – MFW and STPs are conducted by Sales Leader Review of progress of NMIMS and SLP participants Cross functional meet at CRC level Conducting PRDP for potential GL and TL Agenda on CRC visit

Morning field meetingHe must attend morning field meeting

Meeting with HCRCo Recruitment and Retention Reviewo Proposed action on GL/TL with low retentiono Review of actions against low performer and OYBS non

performerso Conducting PRDP of potential GL and TLo Review of absconding CSS

Meeting all NMIMS and SLP participants

Training conducted during visitSoft skills

Cross function meeting with HCRC, Service and Accounts Verification of certain data with Accounts and Service

CRC visit reportWithin 2 days of visit, a report must be sent to Regional Sales Head, Area Sales Head, HCRC, Regional HR Head and National HR Head

Format of standard CRC visit report – for Area Head - HR

CRC Visit ReportName of CRC

Morn

ing Fie

ld M

eetin

g

Date of visit

Name of Area Head HR

Place of Field Meeting Starting time of field meeting

NamePresent

HCRC

Team Leaders

Group Leaders

Manpower Status

Product Actual SAP

Module

ON Roll

CSS Present during field meeting

Meeting with

Review of Recruitment and Retention with HCRC

Opening on Roll i.e. last visit

HCRC

closing Recruitment between last and current visitsExit between last and current visitsClosing on Roll

OperativesReason for GAP between On Roll and Operative Reasons for Exit (if possible conduct telephonic exit interview)

Performance meeting with HCRCNo. of <5 sellers ( should carry Performance detail report)Action taken by HCRCAction taken by HCRC on OYBS non performer

Absconding caseNo. of Absconding cases ( must compile list)Action taken by HCRC

PRDP

No. of Potential GLPRDP is conducted in his presence by HCRCNo. of Potential TLWhether PRDP is conducted in his presence by HCRC

Meeting with NMM

Meeting with NMIMS and SLP Participants

No. of Graduates

No. of NMIMS and SLPWhether you had a discussion on their progess

Training

Own Training Program

Name of Training ProgramNo. of CSS attended training program

Verification of Certain Data with Accounts and Service

PARTICULARS Checked YES/NOPhysical Verification Cash in Petty Cash &Collection Cash Book Random check of some models Physical Stock with Stock Bk Shops & Establishment Certification Validity Date Advances outstanding Register ESI/PT payments (challens to be verified) Icr/Iccr Outstanding Statement as on date Long Unit outstanding in Crc Cheques Deposited but not cleared(cross check with BRS) Office Enquiries (Register to be maintained by CRR) Reinstallation Revenue details ( CRR Report) Customer units lying in Service(Reasons for Delay) Cash vouchers random cross check Resignation Checklist Pending (Reason for not sent to HRD) Staff Attendance Register (Incoming&Outgoing Time Check) All Department meeting (Suggestion,Queries,Needs for CRC)

Minutes of Cross Functional Meeting

Please attach the minutes of the meeting alongwith this reportRemarks

Use of SAP on CRC Visit

SAP Reports to be used during CRC Visits

Action Reports Employee Retention Report Attrition Analysis Report Total Hiring Source Analysis Total Resignation Report Sales Landmark achievement Report

Productivity Reports Employee FGF Productivity Report OYBS Transfer Performance Check Report Employee Performance Detail Report GCSS Productivity Report CSS Productivity Report Absconding employees Report

MIS Reports Total Bikes Detail Report

Manpower Reports On Roll Report Manpower Health Report

Monthly MIS

Period HR Associate Area Head Regional Head HR Coordinator

Weekly

Onroll to Operative

Onroll to Operative Onroll to Operative Pending at HO

Recruitment Recruitment Recruitment

CRC Visit Report

Monthly

CRC Index Report

Area Index Report Regional Index Report

Confirmation/Upgra-dation /Increments

CRC Training Report

Area Training Report

Regional Training Report

Appointment

Absconding Report

Absconding Report Absconding Report FGF Payment Report

Support Manpower Report

Support Manpower Report

PF Pending at HO

Travel Plan Travel Plan Travel Plan Gratuity Pending at HO

Zero Sellers/less thant 5 sellers Action Report

Zero Sellers/less thant 5 sellers Action Report

Mediclain Pending at HO

Final Settlement Report

Quarterly

CRC PRDP Report

Area PRDP Report Regional PRDP Report

GL Induction Report

TL Induction Report

Absconding Action Report

Absconding Action Report

Yearly NMIMS Performace

ReportSLP Performance Report

implementation of hr score card

Documents