Training and Development

DAYANAND SAGAR BUSINESS SCHOLL

Infosys BPO

Infosys BPO Limited is the BPO (Business Process Outsourcing) subsidiary of Infosys Technologies Ltd.

The company was started as Progeon Limited in April 2002 and is today among the top third-party BPOs in India according to NASSCOM.

Infosys BPO closed FY 07-08 with a revenue of $ 250.3 million with 11 centers worldwide employing 16,295 employees and 44 clients.

It has its headquarters in Bangalore

Offerings

Aerospace and AutomotiveBanking and Capital Markets Communication Service Providers Energy and UtilitiesHealthcareInsuranceLife Sciences Manufacturing Media and EntertainmentRetail and Consumer Packaged Goods ServicesTransportation and Services

The Training Process

April 8, 2023INDIAN BUSINESS ACADEMY

4

Training Needs Analysis

April 8, 2023

5

There are three types of training need analysis done in Infosys:

Organizational need analysis

Job need analysis

Person need analysis.

Organizational Needs Analysis

April 8, 2023

6This includes:

Define Infosys's Short Term Goals/Objectives

Define Infosys's Long Term Goals/Objectives

Human Resource Analysis Efficiency Indexes Assessment Assessment of the organizational

climate

Job Needs Analysis

April 8, 2023

7

The specific content of present or anticipated jobs is examined through job analysis. For existing jobs,

Information on the tasks to be performed (contained in job descriptions),

The skills necessary to perform those tasks (drawn from job qualifications), The minimum acceptable standards (obtained

from performance appraisals) are gathered. This information can then be used

to ensure that training programs are job specific and useful.

Person Needs Analysis

April 8, 2023

8

Person needs analysis can be either broad or narrow in scope.

The broader approach compares actual performance with the minimum acceptable standards of performance. Based on the actual, current job performance of an employee; therefore, it can be used to determine training needs for the current job.

The narrower approach compares an evaluation of employee proficiency on each required skill dimension with the proficiency level required for each skill. Used to identify development needs for future jobs.

T&D Department

Teams:-Corporate training teamOrganizational development teamCorporate training team caters to band B

only-process executive & senior process executive

OD team caters to band C and aboveTotal number of people in T&D dept-30

April 8, 2023 9

Continued…

Training dept is divided across 5 verticals1-communication service providers e.g. british

telecom.2-banking and capital market e.g.

UBS,Deutsche.3-manufacturing vertical e.g. Cisco,ingram

micro4-insurance and health care-Aon5-emerging markets-yahoo and British

petroleum

April 8, 2023 10

Training methods

Conference Lecture Seminar Demonstration Panel Role Playing Case Studies Simulations Self-Discovery Movies/Videos/Computer based Trainings On-the-job training Mentoring

April 8, 2023 11

Infrastructure

ClassroomHallsMysore campus:-world’s biggest training

centre

April 8, 2023 12

Continued…

It is a Rs. 260 crore corporate training centre.

It adds 12,000 employees every year. The US $ 60 million training centre is

housed in a 270 acre campus at Mysore Facilities at the training centre of the Infosys

comprise food court, employee care centre, theatre, and education research block, beside the trainee hostel.

Training administration

In-house training team

Except for operations management for band C, done through vendors e.g. On Track.

April 8, 2023 14

Types of Training

Types of training is different for different hierarchy levels. It is mainly divided into 2 types

For band BFor band C and aboveFor a period of 2-3 yrs with the company

these employees have to go through certain number of trainings…

April 8, 2023 15

For band B

InductionVoice and accent trainingProcess training6 months training processrecruits in band B have to go through the

following training programs during a period of 2-3 yrs…

April 8, 2023 16

Continued…

Domain training-for specific verticals they working they have to go for certifications called as domain certifications e.g. t100.

-This is mainly a benchmark for process know how.

Quality training-six sigma certifications.

April 8, 2023 17

Continued…

Competency based training:-1)Soft skills training:- communication, presentation, cultural

sensitivity, client interface training. MIND-mentoring, innovating, negotiating,

developing. It is for self-awareness and self evaluation, mainly focuses on EQ.

Transactional analysis-for understanding your own personality

April 8, 2023 18

Continued…

Technical training:- e-mail etiquettes. excel training. presentation skills.

April 8, 2023 19

For band C and above

Induction-1day, joining formalitiesBuddy program-one month -it is basically an assistance provided by a

peer employee which helps the new recruit understand the process, understand dynamics of the client, client requirement, culture, values.

recruits in band C and above have to go through the following training programs during a period of 2-3 yrs…

April 8, 2023 20

Continued…

Operations management:- Deal with operations complexity Focus on interpersonal evaluation Conflict management Confidence management

21

Continued…

Leadership fundamentals:-Harnessing leadership qualities

Appraisal skills workshop:-How to evaluate sub-ordinatesHow to handle escalationsHow to appraise

22

Continued…

Quality training:-six sigma:-green belt-black belt

Domain training:-T200 and T300 certifications.

Middle Management Leadership Program (MMLP):-

For band C employees-team leadsIt harnesses their leadership qualities,

available for high performers.

23

Development

Career pathing:-Chalk out career path for allShould have completed 18 months in Infosys.Provided by career counselor.Higher education:-MBA50% of the fees is reimbursed.

24

Evaluation

Performance Development Plan:-A sheet which the employee and manager has

to fill where both of them have to provide information which all areas the employee has improved in.

Projects:-Small term projects like on Six Sigma, where

at the end of it the employee has to give presentations to the training team.

25

Continued…

Questionnaire:-Feed back from the employees on the quality

and content of trainingAnalysis is done on it and than it is scaled.

26

THANK YOU