CONTENTS

ACKNOWLEDGEMENT DECLARATION PREFACE EXECUTIVE SUMMARY HISTORY INTRODUCTION SCOPE OF STUDY OBJECTIVE OF STUDY

Hypothesis
COMPANY PROFILE RECRUITMENT SELECTION HUMAN RESOURCE MANAGEMENT IN IDEA RESEARCH METHODOLOGY ANALYSIS & FINDINGS CONCLUSION RECOMMENDATIONS LIMITATIONS BIBLIOGRAPHY 1

ANNEXURE

ACKNOWLEDGEMENT

It was a great opportunity for me in the research of H.R. I am extremely grateful to those who have shared their expertise and knowledge with me and without whom the completion of this project would have been virtually impossible. I am also extremely grateful to Ms. Rupal Sharma (Senior Faculty),

RCVGIT, to have given me this opportunity to work with him and gain valuable
insights into the enticing world of online share trading.

MONIKA RATHI MBA. IV Sem. Roll No. 933470002

DECLARATION I MEENAKSH TYAGI hereby declare that the project titled RECRUITMENT AND SELECTION PROCESS IN IDEA is my own work and efforts which is completed under the supervision of Ms. Rupal Sharma (Senior Faculty),

RCVGIT. The Research report has been submitted to Gautam Budh Technical
University, for the purpose of the compliance of any requirement of any examination or any degree earlier.

MONIKA RATHI MBA. IV Sem. Roll No. 933470002

PREFACE

The purpose of my research report was to learn the practical application of Recruitment and Selection Process and its importance in Idea along with the HR policies of Idea which prides itself to be the market leader. While carrying out the study I have gained a good amount of knowledge and insights of how HR department works but I have touched the tip of iceberg. There was more to learn but due to constraint of time it was not possible. The HRD manager has to work with the missionary spirit. Unlike many roles in an organization where tangible shortterm benefits can be obtained, it is difficult for HRD functionary to demonstrate any tangible short- term accomplishment. Yet HRD managers are tempted to show to the top management, line manager and themselves that they are making things happen through training program, recruitment& selection. In Idea a meticulously natural team stands at the very heart of the group. 4,000 Personnel evince perfect camaraderie. A steadfast dedication to qualify an attainment of maximum team potential is the touchstones of the company. The company is engaged in constant learning process through intensive selection and training program. Indeed, the aspiration is to shape a winning team of self motivated, empowered, professionals with knowledge and confidence to take independent decision. Idea recognizes each employees individuality, ability and efforts and also applauds for their contribution to the success of the group.

EXECUTIVE SUMMARY The recruitment and selection procedure of the company determines the level of achieving organizational goals in the long run. As per definition it is stated that which is all about selecting right person for the right job at the right time at the best possible position. Although it sounds quite simple but it is also not an easier job to evaluate a person with his ability and skills that may satisfy the core competency for the job so that his degree of willingness to pursue a job becomes positive. From job seekers prospective it is the core competencies, which matter much for a job. So it is the effective recruitment and selection procedure, which determines not only the right candidature for a job but also a long-term accomplishment of organizational goals. I have chosen Idea for studying their methods of recruitment and selection function. In the course of study I came to know that, it has the probability of achieving more than 50% of the people to be placed for the right job, which reflects some of the unique ways for recruiting the candidates to fill up various vacancies. The aim of the company is to achieve overall organizational goal not only by way of fulfilling the targeted top-line but also employee satisfaction towards various position of job to the maximum level. This I will see as I proceed subsequently in my Research. Basically recruiting is the discovering of potential candidates for actual or anticipated organizational vacancies. It also can be said in another way that bringing together those with jobs to fill and those seeking jobs. It is important to study Recruitment and Selection because through it I can identify our human resource needs. I can know what kind of people must be select to fill up the specified vacancies. The ideal recruitment effort will attract a large number of qualified applicants who will take the job if it is offered. It should also provide information so that unqualified 6

applicants can self select themselves out of job candidacy, that is, a good recruiting program should attract the qualified and not attract the unqualified. Recruiting people is done by various ways, for the study first I have to know the recruiting sources. There are internal and external sources as well as employee referrals/recommendation. In this Research I am studying recruitment and selection process of Idea. To find out actual recruitment and selection process of Company is my main objective of study. Through this kind of surveys I will be able to achieve real recruitment program of the company where for all kinds of operational level technical qualification is needed. I also have the picture of Selection cost of the company. It is very interesting to study recruitment and selection process as it will give me clearer picture of the process.

INTRODUCTION Recruitment is the discovering of potential applicants for actual or anticipated organizational vacancies. Certain influences constrain managers in determining recruiting sources such as image of the organisation, internal policies, attractiveness of the job, union requirements, government requirements and recruiting budgets.

Popular sources of recruiting employees include internal search, advertisements, employee referrals, employment agencies, schools, colleges and universities; professional organizations and casual or unsolicited applicants. In practice, recruitment methods appear to vary according to job level and skill.

Proper selection can minimize the costs of replacement and training, reduce legal challenges, and result in more productive workforce. The primary purpose of selection activities is to predict which job applicant will be successful if hired. During the selection process, candidates are also informed about the job and the organisation.

The discrete selection process would include the following: initial screening interview, completion of the application form, employment tests, comprehensive interview, background investigations, physical examination and final employment decision. In the discrete selection process, an unsuccessful performance at any stage results in the rejection of the applicant. An alternative to the discrete selection process is the comprehensive approach, where all applicants go through every step in the selection process and the final decision is based on a comprehensive evaluation of the results of each stage. To be an effective predictor, a selection device should be reliable, valid and predict a relevant criterion. 8

Selection devices provide managers with information that will help them predict whether an applicant will prove to be a successful job performer. The application blank is effective for acquiring hard biographical data, while the weighted application can provide information for predicting job success. Traditional tests that assess intelligence, abilities and personality traits can predict job proficiency but suffer from being non-job related. On the other hand, interviews consistently achieve low marks for reliability and validity. Background investigations are valuable when they verify hard data from the application, although they offer little practical value as selection devices. Physical examinations are valid when certain physical characteristics are required to be able to perform a job effectively.

THEORETICAL OVERVIEW
Recruitment is the discovering of potential applicants for actual or anticipated organisational vacancies. managers in determining recruiting sources such as image of the organisation, internal policies, attractiveness of the job, union requirements, government requirements and recruiting budgets.

Popular sources of recruiting employees include internal search, advertisements, employee referrals, employment agencies, schools, colleges and universities; professional organisations and casual or unsolicited applicants. In practice, recruitment methods appear to vary according to job level and skill.

Proper selection can minimise the costs of replacement and training, reduce legal challenges, and result in more productive workforce. The primary purpose of selection activities is to predict which job applicant will be successful if hired. During the selection process, candidates are also informed about the job and the organisation.

The discrete selection process would include the following: initial screening interview, completion of the application form, employment tests, comprehensive interview, background investigations, physical examination and final employment decision. In the discrete selection process, an unsuccessful performance at any stage results in the rejection of the applicant.

An alternative to the discrete selection process is the comprehensive approach, where all applicants go through every step in the selection process and the final decision is

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based on a comprehensive evaluation of the results of each stage. To be an effective predictor, a selection device should be reliable, valid and predict a relevant criterion.

Selection devices provide managers with information that will help them predict whether an applicant will prove to be a successful job performer. The application blank is effective for acquiring hard biographical data, while the weighted application can provide information for predicting job success.

Traditional tests that assess intelligence, abilities and personality training can predict job proficiency but suffer from being non-job related. On the other hand, interviews consistently achieve low marks for reliability and validity. Background investigations are valuable when they verify hard data from the application, although they offer little practical value as selection devices. Physical examinations are valid when training physical characteristics are required to be able to perform a job effectively.

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SCOPE OF STUDY The scope of study is to observe the degree of satisfaction levels of the employer as well as the employees towards the process of recruitment and selection techniques adopted by the company. It will also show the deviations if any, towards this affect that will be experienced in research. Apart from getting an idea of the techniques and methods in the recruitment procedures it will also give a close look at the insight of corporate culture prevailing out there in the organization. This would not only help to aquanaut with the corporate environment but it would also enable to get a close look at the various levels authority responsibility relationship prevailing in the organization. Also the stipulated time for the research is insufficient to undergo an exhaustive study about the topic assigned and moreover the scope of the topic (recruitment and selection) is wide enough, so it is difficult to cover all the topic within the stipulated time.

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OBJECTIVE OF STUDY The basic objective of this report is to Recruitment and selection process In Idea. Following fundamental objectives have been identified as the sub-objectives of the study:1. To study the identity of the recruitment & selection process in the organization as a whole. 2. To find out the employees as per companys vacancies. 3. To find out the various sources of advertisement of vacancies like-media (electronic or paper or both), schools, posters etc. 4. To study the work environment and select the pattern of interview, which can help out to select the suitable employee for the organization. 5. To study the interpersonal relationship.

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HYPOTHESIS
The term hypothesis derives from the Greek word HYPOTITHENAL Meaning to put under or to suppose. A tentative conjecture explaining an Observation, phenomenon, or scientific problem that can be tested by further Observation, investigation, & or experimentation. it refers the process of selecting & using a sample statistics to draw an inference about a population parameter Based on a subset of it the sample draw from the population. Statistical inference treats to different classes of problemsHypothesis Testing i.e. to test some hypothesis about parent population from Which the sample is drawn. Estimation i.e. to use the statistics obtained from the sample as estimate Of unknown parameters of the population from which the sample is drawn.

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MEANING & DEFINATION -:

A hypothesis is a statement about the population parameters. Hypothesis Testing/Significance Testing is a procedure that help us to decide whether the hypothesized population parameter value is to be accepted or rejected by making use of the information obtained from the sample.

According to Prof. Morris Hamburg, A hypothesis in statistics is simply a quantitative statement about a POPULATION.

According to Palmer o JOHNSON A hypothesis as islands in the uncharted seas of thought to be used as bases for consolidation & recuperation as we advance into the unknown.

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Procedure of Hypothesis Testing -:

Set up Hypothesis

Set up suitable significance level

Test statistics

Doing Computation

Making decision

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(Step 1) Set up a hypothesis -:The two hypothesis in a statistical test are normally referredto as-: (1) Null Hypothesis (2) Alternative Hypothesis (1) Null Hypothesis -: A statistical hypothesis which is stated for the purpose of possible acceptance is called null hypothesis. Ho: u = 162 cm. (2) Alternative HYPOTHESIS -: Any hypothesis which is complementary to the null hypothesis is called an alternative hypothesis & is usually denoted by Hi. HO: u = 162 CM = uo Then the alternative hypothesis could be, (a) (b) (c) HI: u # uo Hi: u >uo HI: u <uo

(Step 2) Set up a suitable significance level-: Generally, in practice either 5% level or 1% level is adopted for the PURPOSE. (Step3) Test static -: FOR this purpose we use the Z distribution under normal curve for large sample where the sample size is equal to or larger than 30 & the distribution for small sample where the sample size n less than 30.
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(Step 4) Doing Computation -: THESE calculations include the testing static & the standard error of the testing static.

(Step 5) Making Decision -: Lastly, a decision should be arrived as to whether the null hypothesis is to be accepted or rejected.

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Error in hypothesis Testing

Two types of errors are generally committed in hypothesis testing. they are Type I error & Type II error.

Accepted Ho Ho is True Ho is false No error Type II error

Rejected Ho Type I error No error

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COMPANIES PROFILES Identity:Idea Cellular antecedents date back to 1995, when the Aditya Birla Group and AT&T (through Birla AT&T Communications Maharashtra & Gujarat circle) and the Tata Group (through Tata Cellular - Andhra Pradesh circle) set up cellular networks. Both the above company was amongst the first company to commercially start operation in circles other than metros and achieve financial closure in Indian Telecom industry.

In the year 2000, the historic path-breaking merger of Tata Cellular with Birla AT&T Communications and the subsequent acquisition of RPG Cellular - (Madhya Pradesh circle) in the year 2001 - helped take the company to aim even further and led to the formation of Birla Tata AT&T Limited.

In year 2001, company won fourth cellular license for Delhi metro circle and in year 2002 company introduced common brand "Idea" and changed the name to IDEA Cellular Limited. Since then, there has been no looking back for IDEA Cellular. The company launches Delhi operations in year 2002 and added a record 100,000 subscriber within one month of launch.

In 2003, the company achieved the largest financial closure in Indian Telecom for its entire circle. In 2004, the company entered into definitive agreement to acquire Escotel Mobile Communications (existing operator in Haryana, Kerala and UP(W)) and Escorts 20

Telecommunications (cellular licensee holder for UP(E), Himachal Pradesh and Rajasthan). Today, Idea Cellular is a part of the Aditya Birla Group. The group is India's first truly multinational corporation. Global in vision, rooted in Indian values, the group is driven by a performance ethic pegged on value creation for its multiple stakeholders. IDEA Cellular Ltd. Corporate Profile:An IDEA which has turned two It was just two years ago in the year 2002 when three big entities, each one with a distinct knack for business, having a reputation of being one of the most admired corporates in their domains Tata, Birla & AT&T joined hands and an IDEA was born. Even before IDEA celebrated its 2nd birthday, it made its presence in the annals of Indian telecom by concluding the largest ever acquisition in Indian wireless industry when it acquired Escotel. With the Escotel acquisition, IDEAs footprint now covers around 60% of Indias population and over 65% of the potential telecom-market. And IDEA has leapfrogged to become a national player having its presence in 11 circles across the country. IDEA is also the only company with one of its circle having crossed One Million subscriber mark barring the metro markets. An IDEA of Customer-Focus Ahead of the numbers, market shares, revenues, profits, technologies, marketing, advertising, footprint, investment, growth, and whatever it takes to run a successful telecom business, remains a single idea of providing an ultimate customer service that creates a happy, satisfied and loyal base of customers. Therefore, customer service is an utmost priority for everyone at IDEA and becomes the single most important driving 21

force gushing through the arteries, veins and the nervous system of the company. Be it the people or the technology at the call centre or any other entity within the system, it is solely geared to ensure the highest level of customer satisfaction.

IDEA covers over 3,660 small and major towns & villages along with a total highway connectivity of over 6,000 kilometers. Today, there are over 380 IDEA n U outlets and Idea shops and a well-entrenched network of over 44,000 retailers and dealers across the country. Each circle with its own dedicated call centre with a single call resolution approach towards the customer is a unique effort provided by any operator.

Idea offers roaming across 200 networks in India and across the world, two way prepaid roaming is also available to customers while roaming in India, Customers can stay connected internationally by receiving calls and sending and receiving SMS.

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An IDEA of Footprint in India IDEA controls a portfolio of Indias most attractive and mainly contiguous properties including the 7 states of Maharashtra (excluding Mumbai), Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh, UP (W), Haryana, Kerala and Delhi (inclusive of NCR). Having operations in four of the five largest cellular circles in India, IDEA is the market leader in the Maharashtra& Goa, Kerala, UP(W) and Madhya Pradesh & Chattisgarh circles in terms of number of subscribers. With Escotel acquisition IDEAs footprint has spread into Kerala, Haryana, Utter Pradesh, Rajasthan, Uttaranchal and Himachal Pradesh virtually covering India from North to South, through 11 circles of telecom operations in India. IDEAs Delhi circle is also the fastest growing fourth operator in the country, which is an achievement in itself and also showcases the customer confidence of a high degree. An IDEA of VAS Factory With a clear focus on providing unique, distinct innovative and tremendously valuable services to the subscribers, IDEA embarked upon an initiative to setup a VAS (valueadded services) factory within the company, which conceptualizes and provides tailormade value-added services. Since April 1, 2003, the VAS factory has produced over 47 value-added services. For IDEA, most of them proved to be the revenue drivers for the current year and were able to enhance customer loyalty to far reaching heights. IDEA was the first and only company to bring the concept of Cellular Jockey to all its subscribers. IDEA also launched Global SMS for the first time in the country, which allows the users to send and receive SMS from over 540 networks and 170 countries across the technology platforms like GSM, CDMA, TDMA and Satellite Phones. Recently, IDEA introduced Mobile Top-Up (a flexible anytime anywhere recharge 23

service for prepaid customers) and Say IDEA feature that allows the users to access value added services by speaking into their mobiles. An IDEA of Technological Superiority The challenge of the wireless revolution demands a technology IDEA to match. IDEA Cellular has been, and will remain, uncompromisingly demanding to its commitment, to deploy only the best equipment in the world. IDEA; Delhi is an EDGE network where IDEA has demonstrated EDGE and is now commercially available. We are the first and only operator in the country to demonstrate and commercially launch it. The Company has already started deploying EDGE ready networks, which would provide a platform for offering innovative and the latest services to keep the customer experience one-step ahead of the competition. Not the least important element of the technology is the enduring partnerships IDEA enjoys with the GSM champions, Ericsson and Nokia, transmission equipment makers, Alcatel and billing systems providers, SchlumbergerSema etc. An IDEA of People It is people who make the organization. With a clear focus on professionalism, highly skilled and trained manpower of superior quality, IDEA today boasts of strength of around 1700 employees. Most of them have come from reputed management and technical institutions from around the country. Management graduates, engineers, teams of support staff what all of them have in common at IDEA is a vivacious, youthful, energetic, and a positive attitude at work. With the average age of an employee being only 31, IDEA becomes one of the most youthful organizations in the country today.

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An IDEA of Growth IDEA is an original licensee in seven of the eight circles with frequency and other advantages and is expanding the number of subscribers by adopting a mass-market strategy. IDEA firmly believes that cellular services will continue to grow in popularity among masses hence the focus would be on growing the base of pre-paid customers and attracting and retaining the quality post-paid subscribers. Since its inception IDEA Cellular has been a fabulous growth story. Idea is the fastest growing GSM operator in its area of operations. The growth rate in the last 6 months has been 85% in its area of operations as against 84% of all operators in the same area of operations. The company is now cash positive, and is expected be profit positive in the financial year 04-05. An IDEA of Finance IDEA has invested as much as Rs. 52,000 million in its existing 5 circles. IDEA Cellular has been blessed with the support of its bankers and a clean capital structure where the sponsors have directly contributed equity of around Rs 23,000 million. Its recent financial closure with a project cost of Rs. 5,000 crores was the largest ever in the Indian telecom history. An IDEA of Awards and Recognitions IDEA owing to its innovation, excellent customer service and superior quality of service has been endorsed by various industry authorities by several awards and recognitions. Some of them are as follows: Golden Peacock Innovative Product / Service award in the communication sector from the Government of India for implementation of the M-coupon product in the Delhi Circle in 2003; 25

 Madhya Pradesh circle was rated number one operator twice in two consecutive surveys of Quality of Service (QOS) conducted by TRAI in August 2002 and March 2003 Chosen as the winner of the award Indira Award for Marketing Excellence for being the highest recalled brand in the year 2003 Ranked second in overall user satisfaction by the Voice & Data IDC Mobile Users Satisfaction Survey, October 2003, which was based on parameters like network availability and performance, customer care, value added services, pre-sales and sales effort, and billing. KEY WORDS:Access fee This is an annual or monthly charge to connect to a wireless network. This fee indicates whether the phone is actually used or not. Activation The process of programming a wireless phone so that it is ready to transmit and receive calls on the wireless network. Airtime Airtime is the total time for which you use your connection. This includes time for calls made and received. Alphanumeric display This includes the ability of an LCD or display unit to display text as well as numbers. The display unit is found on the front of a wireless handset or pager.

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Analog It is a method of storing or transmitting information in the same form as the original sound. Any-key answer Any-key answer is a phone feature that lets you answer an incoming call by pressing any key on the keypad. Authentication This is a feature used to reduce fraud by confirming the identity of a phone to the wireless network.

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BUSINESS Type of business- idea provides cellular services to the people to talk as well as to use deferent broad band services. An !DEA whose time has come..... Once in while there comes along an idea that so profoundly impacts the lives of people that it is said to define an era. Wireless telephony is one such. Technology soothsayers are of the view that millennia from now the 21st century will be remembered as the Century of the Wireless.

Just think of it: Cellular connections in the world have raced to 1 billion in just a decade, and cellular users now outnumber fixed-line users in close to 100 countries. India has leapfrogged into the wireless age. It is perched on the ascendancy of a huge J curve that is estimated to cross the 100 million-subscriber mark by 2010. Making cellular telephony one of the biggest and fastest growing sectors in India.

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Value Added Services - Uttar Pradesh (West)

Idea provides following value added services to its customers on their demand. There are a wide range of services at Idea Cellular Ltd. Following are the some well known value added services known by customers. Short Message Service IDEA's SMS Service allows you to keep in touch with your colleagues, associates, clients who are outside the coverage area at the time of your calling them. If the receiver's handset is switched off when you send a message, the messaging center will continuously resend your message for the next 72 hours. The SMS Service does not require any operator, so you can be assured that your message will remain confidential. Standard messages created by you can be stored in your handset, provided it supports the feature, and sent as required. The maximum number of characters per message is limited to 160 characters, depending on the type of handset used.

To send messages, feed in the SMS Service Center No. in the Message Settings option in your handset menu as: +91 98220 78000. Since every message is transmitted by IDEA Cellular's SMS Service Center, you don't have to pay for any airtime.

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Ring tones Get the latest ring tones of your choice. Just dial 1010 listen to various Ring Tones, choose the ringtone of your choice & get an option to either download or dedicate to others. Also downlaod your favourite Tone thru sms just click on the following links to go to the Ring Tone sections of the respective websites, and browse through thousands of ring tones, and select the one that you like to have on your phone. Estel Ringtones : http://myestel.com/estel

Rediff Ringtones : http://sms.rediff.com/cgi-bin/ringtone/ringhome.pl

Yahoo Ringtones : http://in.mobile.yahoo.com/new/tune/

Indiatimes Ringtones : http://ringtones.indiatimes.com/site/site/index.jsp

Logos Customize your handset with the Logo of your choice. Click on the following links to go to the Logos sections of the respective websites, and browse through thousands of logos, and select the one that you like to have on your phone. Just sms in the desired format & get the exciting logos of your choice. Estel Logos Rediff Logos Yahoo Logos Indiatimes Logos. Estel Ringtones : http://myestel.com/Idea

Rediff Ringtones : http://sms.rediff.com/cgi-bin/logo/smslogo.cgi

Yahoo Ringtones : http://in.mobile.yahoo.com/new/logo/ 30

Indiatimes Ringtones : http://logos.indiatimes.com/site/site/index.jsp

Love Logos Express your Love in a special manner with Love Logos customized logos to get a heart sign in between 2 names. Type LOVE <Your Name> <Your Beloveds Name> & send at 333.

Plz Note - Names can only be 4 characters long.

Host of Services on 7272 -

News, Stock quotes, Opinion Poll, Cricket Scores, Astrology, Jokes, Ringtones, Picture Messages, Logos etc on short code 7272.

Customer need to send a keyword corresponding to the service he wants to use. He can use the service in English and Hindi (If supported by Handset).

All customers of Postpaid and prepaid can avail this service.

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Horoscope -

Get your daily, weekly horoscopes birthday forecasts along with a host of other services right from your Idea mobile. All this by clicking a few buttons!

Daily Horoscope Type first 3 letters of your zodiac sign and send it. For example, if you want to receive the horoscope for the Zodiac Sign 'Capricon', your screen will look like this: Send the message to 333.

Weekly Horoscope Receive your horoscope for the current week [Monday- Saturday]. Type the first 3 letters of your Zodiac sign, followed by 'W'. Send the message to 8243.

Birthday Forecasts Receive a horoscope for your birthday, if it falls in the current month. Type bday day, where day is the date of the current month on which your birthday falls. Send the message to 8243.

Tarot Prediction Another interesting way to know what the future has in stored for you. Just Type 'TAR' followed by first three letters of your sun sign and send the message to 8888. For eg. If you sun sign is aries sms TAR ARI to 8888.

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Daily Panchang Find out those 90 minutes during the day when Rahu might hinder successful execution of any of your personal or professional activity. Sms RAHU to 333 to know the Rahu Kal for the day.

Feng Shui Get the tips of Feng Shui, on your Idea Mobile. sms FENG to 333.

Yahoo Dating -

Looking for a bit of romance in your life. Well, with Yahoo dating service you may find the perfect partner you had always been looking for.

To Register type Date Reg ID Password Age Sex Location & sms at 8243.

Yahoo Mail Sending a Mail to any e-mail ID is so much easier. Just follow the simple steps and send a mail to friend or a colleague anywhere in the world from wherever you are.

You can read, compose, delete and reply to your Yahoo! e-mails. To know more, visit http://in.mobile.yahoo.com/mail_tour.htm

Yahoo Messenger You do not have to wait to get a PC to use the Yahoo! Messenger. With the exclusive Idea-Yahoo! tie-up, you can easily get connected through your Idea phone.

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All this and more just by using SMS. Just type HELP & sms at 8242. You will be charged Rs. 3.00 per outgoing message. Incoming messages are free.

You do not even need to subscribe to WAP to connect to the Yahoo! Messenger from your Idea phone.

Yahoo Messenger on Your Idea Mobile With Yahoo! Messenger for SMS, you can:

. Connect with all Yahoo! Messenger users. . Send, receive and reply to instant messages. . View and manage your Friend List. . Manage authorization request.

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INDIAN TELECOM MASH

The Indian Telecom Sector was monopolistic. The liberalization process was set in since 1991, initially in equipment sector and subsequently in cellular and PSTN sectors. Now the policy of the Government is for total privatization and private participation to make Indian telecom sector world class one. Also in software sector also, we see tremendous potential in the years to come. Indian Telecom Network is the ninth largest in the world with 3.6 crore telephones. For the last 10 years the number of basic telephone subscribers has grown more than 6 fold. There were only 5 million in March 1991 but in March 2006 there are 33 million. The number of telephone lines is growing at the rate of 6 million a year and the growth rate is consistent In spite of the growth in the number of telephone lines, the waiting list is steadily growing and the supply was lagging. The telephone penetration rate is about 3.2 per cent, which is much lower than in other countries like China, Egypt, Mexico, Brazil Philippines and Srilanka. Development: India has been busy planning for reliable, state of the art communications infrastructure to meet the challenges of global economy. The telecom players are getting very aggressive in expanding their networks. This will result in high capacity backbone becoming available far and wide. There will be a host of newer services. For many years, India was just a telecom monopoly. With the exception of North America one or more government owned telecom operators who concentrated on providing switched telephony services dominated most nations. Basic switched telephony formed the bulk of operators revenue with tariffs directly proportional to the distances over which calls were carried.

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During 1990s a revolution took place in these countries with a move to remove or minimize state monopolies. There was emergence and development of a vibrant and global information highway and the new technologies associated with it. New private operators were allowed to provide increasing new services based on old and emerging technologies. The Indian Telegraph Act of 1885 focused to regulation of telecommunications equipment rather than services and applications that such equipment used for. With the changing environment necessity arose for adoption of a different methodology to control the emerging industry. The state entered into detailed contracts with new operators by way of licenses, concessions, grants or authorizations. Detailed terms and conditions under which operators were allowed to provide telecom services were specified. But this methodology lacked regulatory certainty. With the explosive growth of new economy and applications, services and market players, there was a need for a different legal regime. The regulators in a number of countries came to an understanding that a third generation structure would need to incorporate in order to facilitate the development of an information society. These included minimum regulation, minimum licensing by an independent regulatory body, self-registration where possible by industry consumer and other groups, transparent and consultative decision-making, and the adoption of technology in the administrative process of regulator. Milestones and Future Directions in Telecom Reforms 1984 1985 : Manufacturing of subscriber terminal equipment opened to private sector. : Telecom was constituted into a separate department (DOT), with a separate board. 1986 : MTNL and VSNL created as corporations.

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1988

Government introduces in-dialing scheme. PABX services only within a building, or in adjoining buildings.

1989 1991

Telecom Commission formed. Major

: Telecom equipment manufacturing opened to private sector.

international players like Alcatel, AT&T, Ericsson, Fujitsu, and Siemens entered equipment-manufacturing market. 1992 : Value Added Services (VAS) sector opened for private competition. 1993 1994 May-94 Sep-94 : : : : Private networks allowed in industrial areas. Licenses for radio paging (27 cities) issued. New Telecom Policy announced. Broad guidelines for private operator entry into basic services announced. Nov-94 Dec-94 : : Licenses for cellular mobiles for four metros issued. Tenders floated for bids in cellular mobile services in 19 circles, excluding the four metros, on a duopoly basis. Jan-95 Jul-95 Aug-95 : : : Tenders floated for second operator in basic services on a circle basis. Cellular tender bid opened. Basic service tender bid opened; the bids caused lot of

controversy. A majority of bids were considered low. Dec-95 : Letter of Intent (LOIs) issued to some operators for cellular mobile operations in circles. Jan-96 : Rebidding takes place for basic services in 13 circles. Poor response. The Telecom Regulatory Authority of India (TRAI) formed by ordinance.

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Oct-96 Mar-97 Jun-98

: : :

LOIs being issued for basic services. The TRAI Act passed in Parliament. Several VAS available through private operators. The first private basic service becomes operational.

Mar-99 Jan-00 Aug-00 Oct-00 Apr-01

: : : : :

Announcement of National Telecom Policy. Amendment to the TRAI Act. Announcement of Domestic Long Distance Competition Policy. Corporatization of DoT. Permission to basic operators to provide services within a short distance charging area

Apr Dec 2006 Issue of LOIs for new basic service licenses, Issue of LOIs for domestic long distance service licenses; Issue of LOIs for new cellular service licenses; Determination of the new interconnection regime for basic and long distance operators; Parliament's approval to the Communications Convergence Bill 2007-2005 Disinvestments of VSNL; Introduction of competition in international voice telephony

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Regulatory Structure Prior to liberalization in the 90s , the DOT acted as a service provider, regulator , & policy maker & arbitrator in the case of disputes. However, Telecom Regulatory Authority of India Act , 1997 established Telecom Regulatory Authority Of India (TRAI) in January 1997 , ith a view to providing an effective regulatory framework &adequate safeguards to ensure fair comptetion in provision of telecom services &protection of consumer interests. To achieve this objectives of the Act, TRAI was accorded powers to issue directions to service providers , make regulations, notify tariffs by order & adjuciate in disputes arising between the Govt. ( in its role as service provider ) and any other service provider.

In 1999,the Govt. created the Deppt. of telecom services (DTS) from DOT. This was done ostensibly to separate the service provision component (DTS) from that of policy making (DOT). In October 2000, DTS was corporatised &now operates as BSNL. The DOT is left with the functions of policy formulation , licensing, wireless spectrum management , administrative monitoring of telecom PSUs , R&D & standardization &validation of telecom equipment .Morever, on Jan 2000,an ordinance amended the TRAI Act,1997 and altered its basic structure .The ad judicatory role of the TRAI has been separated & has been assigned to a Telecom Dispute Settlement and Appellate Tribunal (TDSAT) ,a new entity .This Tribunal has also been given the responsibility for settling disputes with respect to those arising between the licensor & licensee. Futhermore , appeals against TDSAT judgements will only be entertained in the supreme court .

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NETWORK Idea Cellular's footprint idea is to first achieve critical mass, then drill deep instead of spreading thin. Thereafter, it is ready for controlled expansion.

In keeping with this, the company has been providing excellent service to its subscribers in various states. It controls a portfolio of India's most attractive and contiguous telecom geographies, including the states of Andhra Pradesh, Delhi & NCR, Gujarat, Haryana, Kerala, Madhya Pradesh & Chattisgarh, Maharashtra & Goa (excluding Mumbai) and Uttar Pradesh (W). With a footprint dominating the map of India, Idea Cellular accesses over 45% of India's total telephony potential. With the objective of critical mass achieved, Idea Cellular turned to drilling deep.

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PRODUCTS PROFILE

SIM CARD A subscriber identity module is a smart card that securely stores the key identifying a mobile phone service subscriber, as well as subscription information, preferences and text messages. The equivalent of a SIM in UMTS is a Universal Subscriber Identity Module (USIM). The SIM stores network state information such as its current location area identity (LAI). If the handset is turned off and back on again it will take data off the SIM and search for the LAI it was in. This saves time by avoiding having to search the whole list of frequencies that the telephone normally would. Each SIM is uniquely identified by its ICCID [International Circuit Card ID]. SIM cards identify users uniquely by holding an IMSI. Japan's PDC system also specifies a SIM, but this has never been implemented commercially. The specification of the interface between the Mobile Equipment and the SIM is given in the RCR STD-27 annex 4. The Subscriber Identity Module Expert Group was a committee of specialists assembled by the European Telecommunications Standards Institute (ETSI) to draw up the specifications (GSM 11.11) for interfacing between smart cards and mobile telephones. In 1994, the name SIMEG was changed to SMG9. In July 2005, the Finnish government announced that a Citizen Certificate - a government-guaranteed 'electronic identity' included in a SIM card - will be made available to every individual resident in Finland before the end of 2005, allowing mobile phone users to access

41

e-services on the move. The Citizen Certificate has been described as "basically an eID card that will be compatible with several hardware devices, such as mobile phones, PDAs, personal computers, Digital TV sets, and public web kiosks". [1] The first SIM cards with embedded Citizen Certificates have already been made available in selected localities. The use of SIM card is mandatory in the GSM world, whereas the SIM (RUIM) is not very popular in the CDMA world. The major SIM card vendors in the market are Axalto, Gemplus, G&D and Oberthur Card Systems. W-SIM is a SIM card which also integrates core cellular technology into the card itself.

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Prepaid plans Idea prepaid services: - Following are the prepaid services provided by the Idea. The plan rate and call charges varies according to the plans. Idea Introduces Lifelong validity On 995 Flexi recharge with Full talk time on all Future Recharges MRP Talk time Validity Tariff Local STD SMS (Idea-Idea & Others) Rs. 1.99/- per minute (All over India) Rs. 2.99/- per minute Rs. 1 / 2 / 5 for Local / National / International respectively. Rs. 995/Rs. 25/Lifetime

Terms and Conditions 1) Validity for lifelong is applicable as per license period in each circle and is subject to change in case any regulatory condition changes in the future. 2) Connection will be permanently deactivated if there is no incoming or outgoing for a period of 6 months. 3) This offer cannot be coupled with any other promotional scheme/tariff packs. 4) Rates and conditions are subject to change. 5) Not applicable for Dealer/ Associate demo line.

Daily Decrement Pack with Lifelong 995 SMS Keyword LTP to 4141 for activation. On daily decrement of Rs. 1.83/Tariff

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Local Local STD SMS

(Mobile to Mobile) Rs. 0.99/- per minute LL Calls Rs. 0.99/- for 30 Secs. all O/g Calls Rs. 0.99/- for 30 Secs. Rs. 1 / 2 / 5 for Local / National / International respectively

Recharge Vouchers:Recharge vouchers available from Rs. 10 to Rs. 5000 in Flexi and on all physical Denominations. Daily Deduction of Rs. 5/- (Rs. 4 for 1100 and above) waived if usage is more than 10 mins. in a day.

Outgoing Tariff Local Voice Charges Idea to Idea Other Mobile Landline National Voice Charges Rs. 1/Rs. 2/Rs. 2/STD Rs. 2.75/-

International Voice Charges ISD ROW 1-America, Europe, SAARC, Asia & oceanic countries (excluding countries in ROW 2 &others) 7.2/Rs.

ROW 2-Countries excluding ROW 1 & Others Rs. 9.99/-

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Others-Sakhalin, Sao Tome & Principe, Solomon Islands, Vanuatu, Tokelau, Tuvalu, Cook Island, Diego Garcia, Cuba, Guinea Bissau, Nauru, Norfolk Island. Rs. 50/-

SMS Charges Local National International Rs. 1/Rs. 2/Rs. 5/-

Ad on Packages Local Pack @ Rs. 1.25/- Per Day - 50% discount on all Local Calls. STD Pack @ Rs. 2.60/- Per Day - 50% discount on all Local and STD Calls.

Reward Program Daily Deduction of Rs. 5/- (Rs. 4 for 1100 and above) waived if usage is more than 10 mins. in a day.

Regular Starter Pack Local Call Charges !dea to !dea Rs. 1/- per min

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!dea to Others (Mobile & Landline) Rs. 2/- per min

Entry Level Cost Total - Rs. 99 MRP of Starter Pack Validity Period Talk Time Any Processing Charges Recharge Vouchers (RV) valuing [Inclusive of SIM + Processing fee+12.24% service tax in INR] Monthly free call allowances Duration of plan Open till further notice Any taxes, in addition NIL NIL Rs. 99 /No Validity No balance

Optional Packages Local Pack (with power voucher 33) - !dea - !dea @ Rs. 0.50 per minute - Others @ Rs. 1 per minute.

SMS Pack (with power voucher 66) - !dea - !dea @ Rs. 0.50 per sms - Others @ Rs. 1 per sms - Local SMS @ Rs. 0.50 per sms

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STD (with power voucher 77) - !dea - !dea @ Rs. 0.50 per minute - Others @ Rs. 1 per minute. - STD @ Rs. 1.38 per minute. Power voucher recharges only available on flexi

Note - Incoming Free is not applicable if the customer is in the Roaming network. Recharge Vouchers (Recharge through Flexi 10 to 10000 also available)Recharge Vouchers (RV) valuing [Inclusive of SIM + Processing fee + 12.24% service tax in INR+]

Easy Card - Rs. 150/MRP of Starter Pack - Rs. 150/Validity Period - 7 Days Talk Time - Rs. 50/-

Call Charges - (per minute) {Pulse: 60 Seconds} Local Calls - Rs. 1 (to !dea) and Rs. 2 /- (to Others) STD Calls (all across India any phone any network) - Rs. 2.75/ ISD Calls (For USA, Europe, Asia, Oceania, SAARC) - Rs. 15.25/ ISD Calls for other countries - Rs. 18.25/-

I-CARD - 150 MRP of Starter Pack - Rs. 150/Validity Period - 7 Days Talk Time - Rs. 50/47

Call Charges - (per minute) {Pulse: 60 Seconds} 2 STD Friends & Family numbers anywhere in India of customers choice anytime @ Just Rs. 2/ 3 Local Friends & Family Idea Nos anytime @ Just Rs. 0.50Piasa/min. Local & national SMS @ 25 paisa Talk endlessly to any local phone during Night 9 PM 9 AM (12 hrs) @ just Re. 0.50 for !dea numbers and Rs. 1.00 for Others. Local Idea to Idea calls @ Re. 1.00/ STD Calls @ Rs. 3/ Local Mobile to Fixed @ Rs. 2.00/ Daily decrement of Rs. 1.5/-

In-CARD: Rs. 349/MRP of Starter Pack - Rs. 349/Validity Period - 90 Days Talk Time - Rs. 50/Call Charges - (per minute) {Pulse: 60 Seconds} Local Calls - Rs. 1.99/ STD Calls - Rs. 2.99/ ISD calls to USA, Europe, Asia, Oceania, SAARC - Rs. 15.25/ ISD calls to other countries - Rs. 18.25/How to Remote Re-charge:Buy a re-charge voucher

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 Dial 9837198371 Enter Choice of language - 1 for English and 2 for Hindi Enter mobile number with 91 prefix Enter Access PIN number (last four digit of mobile number) For balance dial 1, for recharge dial 2, for language change dial 3, for PIN change dial 4 Enter 12 digit secret codes If you need any help, you will find a friendly guide at the other end of these Toll Free numbers on your new

Idea Chit Chat card:Just dial 9837012345 *123# to know your balance and validity. 346 to recharge. 345 for General enquiry (balance & validity). 347 to reach Team Response. (Toll free from home network).

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ROAMING

Friendly Roam Friendly Roam : You can now roam across "the heart of India" for just Rs.3/ -min. You can now use your IDEA Cellular cellular service in Mumbai, Maharashtra, Goa, Madhya Pradesh & Chattisgarh . With this service, as an IDEA Cellular subscriber you will be able to receive calls from anywhere and also make calls to anywhere in India.

E.g: As a Maharashtra / Goa subscriber you will be able to make and receive calls on your home IDEA Cellular number while roaming in Mumbai, Gujarat, Madhya Pradesh or Chatisgarh. As a 9822003689 / 9822103689 customer you have the home network as Maharashtra & Goa respectively. If you travel to Madhya Pradesh you can call Madhya Pradesh as well as back to your home network (Mah & Goa) without having the STD facilty. If you want to call Gujarat or Delhi, you cannot call unless you have the STD facility These charges are in addition to the subscriber's normal IDEA Cellular activation charges. Outgoing SMS is charged Rs. 3/- per message in Mumbai & Rs. 1.75/- per message in Delhi (Airtel) along with 5% service tax on the same.

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National Roam National Roam: As an IDEA Cellular subscriber you can now opt for National Roam (Automatic Roaming) facility. This facility enables you to receive calls on your local IDEA Cellular number even when you are in a city or state outside the IDEA Cellular network area. Currently National Roam allows you to use your IDEA Cellular Service in most of the states, the four metros, major cities & towns with the support of our partner operators. So even if you are away from your home network you can still receive calls on your IDEA Cellular number. This means you no longer need to bother about informing your associates about your contact number each time you travel. So, from now, make your business, a business without boundaries. This actually means that 'National Roam' brings you the advantage of having just one number across India, i.e. your local IDEA Cellular number. To avail of the National Roam facility, you will need to have STD facility activated on your local IDEA Cellular number. Airtime charges : The standard airtime rates for roaming service applicable in areas covered under National Roam are : Rs.3/- per minute, 24 hours a day, 7 days a week + 8% surcharge on the Airtime (Incoming & Outgoing calls) and the applicable STD calls.

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World Roam Now, an IDEA Cellular subscriber can use his cellular across five continents spanning more than 230 countries..... More about IDEA Cellular World Roam AUTOMATIC ROAMING PRODUCT DETAILS This feature allows you to use your cellular service across the world with your local IDEA Cellular number. Now you will not miss all those important incoming calls while traveling internationally. The hassle of informing customers, business associates and friends of your travel plans and locations are over! Your local IDEA Cellular number remains the same across the world. Major Benefit: One number The IDEA Cellular number across the world. Make and receive calls on your IDEA Cellular number. World Roam : Currently available in Australia, Azerbaijan, Bahrain, England, Finland, France, Germany, Greece, Hong Kong, Israel, Italy, Netherlands, Poland, Portugal, Russia, Sri Lanka, Singapore, South Africa, Spain, Sweden, Switzerland, Taiwan, United Arab Emirates. These charges are exclusive of the subscribers normal IDEA Cellular activation charges World Roam usage charges Airtime & PSTN charges will vary from operator to operator and country to country. The charges will be billed in Indian Rupees and will appear in the subscriber's regular monthly usage bill. Note :

The subscriber will need to have the ISD feature activated on his / her service to be eligible for World Roam activation.

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The subscriber will have to pay Incoming ISD from the Home Network to the Visited Network for all incoming calls.

The Airtime and PSTN charges will vary from operator to operator within a country and also country to country.

The above charges are inclusive of the National Roam activation, Monthly Fee & Roaming deposit.

The National Roam usage charges are exclusive of the subscribers home usage charges or any rate plan. A 5 % service tax will be applicable on all charges.

Telstra, AUSTRALIA COVERAGE

Australia is 90% covered. All important towns, cities, highways & rail routes covered.

CUSTOMER CARE #

Customer Care Contact No.: ( +)6118018111 Display on Handset : 505 01/ B H R M PLUS

TARIFF

Call charged every 30 seconds ISD Dialing Peak Hours (E.g.-to India) -30 Cents ( Rs.7.92) ; Monday - Saturday: 7pm to 7am and Sundays and National Holidays

Bakcell, AZERBAIJAN COVERAGE

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Taipei, Hsiunchu, Taoyuan, Taichung,Yuanlin, Penghu, Ilan are some of the imp.cities covered.

CUSTOMER CARE

Customer Care Contact No. : 888 (from mobile in their network) 080-058-885 ( toll free - from LL) + 886 2 2950 5888

TIME BANDS

Peak hours : 0800-2300 Mon - Fri , 0800-1200 on Sat Off Peak hours : All other times CURRENCY

New Taiwan Dollars (NT$) TARIFF

Calls charged in 1 sec units (Kindly note that Mobile Terminating Calls are not charged)

Airtime Charges :Peak : 7.59 NT$/ minute Offpeak : 4.14 NT$/ minute

Calls to India : Peak : 3.45 NT$/minute Offpeak : 3.10 NT$/minute

Batelco , BAHRAIN COVERAGE

All important towns ,cities ,highways & rail routes covered. Details awaited.

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CUSTOMER CARE Customer Care Contact No. : + 973 9611196 ( 24 Hrs.) Display on Handset: 426 01/ BHR MPLUS

TIME BANDS

Peak hours : - Saturday-Thursday : 8am - 8pm charged at 0.057 BD (Rs.6.59) Off Peak hours : - Saturday-Thursday: 8pm - 8am charged at 0.040 BD (Rs.4.63)

Fridays & Public Holidays : -Throughout the day charged at 0.040 BD (Rs.4.63)

ISD Dialing Peak Hours (E.g.-to India) - Saturday-Thursday:7am - 7pm charged at 0.057 BD (Rs.6.59) CURRENCY

( BD = Bahrain Dinar)

TARIFF

Call charged for minimum 1 minute. Mobile terminated calls are not charged for the Receiver. Directory Enquiry is free. Bahrain is 100% covered.

EuroTel, CZECH REP COVERAGE

All important towns, cities, highways & rail routes covered. Details awaited. CUSTOMER CARE

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Customer Care Contact No. : 11 - from mobile in their network or 02 6701 6701 - from LL in their network or (+) 420 2 6701 6701

Display on Handset: 230 02/ E-TEL

TIME BANDS

Peak hours : - National Calls: Monday-Friday: 7am - 12pm hrs. Intl Calls: Monday-Friday: 8am - 8pm hrs. Airtime : 3.0 CZK, PSTN : 9.4 CZK, Other mobile networks : 9.4 CZK

Off Peak hours : - National Calls: Monday-Friday: 12pm - 7am hrs. Intl Calls: Monday-Friday: 8pm - 12pm hrs. Airtime: 3.0 CZK, PSTN: 3.0 CZK, Other mobile networks: 3.0 CZK

CURRENCY

Czeck Crowns (CZK)

TARIFF

Call charged for minimum 30 sec units. Incoming free of charge.

Telia, DENMARK COVERAGE

All important towns, cities, highways & rail routes covered. Details awaited.

CUSTOMER CARE

Customer Care Contact No.: (+) 45 28181010- from mobile in their network or (+) 4580101080 - from LL in their network

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Display on Handset: 238 20/TELIA

TIME BANDS

Peak hours : - Monday-Saturday: 8am - 7:30pm hrs. 1.60 DKK/ min plus 0.20 DKK call set up charge.

Off Peak hours : - Other times & public hoilidays 0.80 DKK / min plus 0.20 DKK call set up charge. SMS MO : 1 DKK

CURRENCY

Danish Kroner (DKK) (1DKK ~ Rs 6)

TARIFF

Call charged for minimum 1 sec units.

Sonofonp, DENMARK COVERAGE

All important towns, cities, highways & rail routes covered. Details awaited.

CUSTOMER CARE

Customer Care Contact No.: 8029 2929 - from LL in their network or 8029 2929- from mobile in their network or (+) 45 8029 2929

Display on Handset: 238 02/SONO

TIME BANDS

Peak hours : - Monday-Saturday: 8am - 7:30pm hrs. 3.88DKK/ min plus 0.23 DKK call set up charge.

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Off Peak hours : - Other times & public hoilidays 3.48DKK / min plus 0.23 DKK call set up charge. SMS MO : 2 DKK CURRENCY

Danish Kroner (DKK) (1DKK ~ Rs 6) TARIFF

Call charged for minimum 1 sec units. Incoming free of charge.

Vodafone, ENGLAND COVERAGE

All important towns, cities, highways & rail routes covered. London, Manchester, Liverpool, Bristol, Oxford, Cambridge, Milton Keynes, Newcastle upon Tyne, Aberdeen, Dundee. Perth, Inverness, Thurso, Wick, Glasgow, Edinburgh, Londonderry, Belfast, Stranarer, Dumfries, Middlesborough, Blackpool, Bradford, Leeds, Hull, Grimsby, Holyhead, Sheffield, Lincoln, Stroke on Trent, Derby, Nottingham, Shrewsbury, Fishguard, Swansea, Cardiff, Wolverhampton.

Birmingham, Coventry.Leicester, Peterborough, Nowrich, Ipswich, Swindon, Dover, Folkestone, Brighton, Isle of White, Winchester, Southampton, Portsmouth, Penzance, Plymouth, Exeter

CUSTOMER CARE

Customer Care Contact Address: Vodafone Limited, The Courtyard, 2-4 London Road, Newbury

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Berkshire RG14 1JX United Kingdom

24 Hour Customer Care Contact Number : 191 - From cellular in Vodafone network 0836 1191- From PSTN in UK + 44 836 1191- From Foreign network

TARIFF

Charging Point: Subject to a general proviso that mobile originated speech calls of two seconds or less duration will not be charged, charges commence when the called party answers or when a device answers on the called party's behalf.

Minimum Charging: Unless stated otherwise, calls are charged in 30 second increments after the first minute.

All charges quoted are in GB Pounds. All charges are exclusive of VAT (Value Added Tax) which should be added, if appropriate.

TIME BANDS

Peak Hours - 07.30 Hrs to 21.30 Hrs - Monday to Saturday inclusive Off Peak Hours - 21.30 Hrs to 07.30 Hrs- Monday to Saturday inclusive & through Sunday.

Bank Holidays are treated as normal weekdays. VODAFONE DOES NOT CHARGE FOR MOBILE TERMINATED CALLS Peak Hrs.- 28.80 Pence per minute Off Peak Hrs.- 11.50 Pence per minute

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Emergency Calls (112 or 999) - Free of charge Directory Enquiry (192) - 28.75 Pence per 30 seconds unit Vodafone (197) - 28.75 Pence per 30 second unit

BT Cellnet , England COVERAGE

All important towns, cities, highways & rail routes covered. London, Manchester, Liverpool, Bristol, Oxford, Cambridge, Milton Keynes, Newcastle upon Tyne, Aberdeen, Dundee. Perth, Inverness, Thurso, Wick, Glasgow, Edinburgh, Londonderry, Belfast, Stranarer, Dumfries, Middlesborough, Blackpool, Bradford, Leeds, Hull, Grimsby, Holyhead, Sheffield, Lincoln, Stroke on Trent, Derby, Nottingham, Shrewsbury, Fishguard, Swansea, Cardiff, Wolverhampton.

Birmingham, Coventry.Leicester, Peterborough, Nowrich, Ipswich, Swindon, Dover, Folkestone, Brighton, Isle of White, Winchester, Southampton, Portsmouth, Penzance, Plymouth, Exeter

CUSTOMER CARE

Call charged for minimum 1 minute and thereafter every 30 seconds( except Directory Enquiries, which is 30 sec min.)

Calls made to UK Phone Nos. including 0800,0500,0345,0645; Cellnet Mobile Nos.; Call Access Nos.( prefixed with 3&7) ;AA & RAC Breakdown services(2505,4505) ; Cellnet GSM Information Line(310);Talking Clock(123); Expotel Hotel Reservations(525) and Cellnet UK Assistance(1515/1717) are charged as follows :

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TIME BANDS

Monday- Saturday (8 am to 10 pm) - 20 Pence per minute All other times (10 pm to 8 am) - 10 Pence per minute

TARIFF

Premium Rate Service calls: Nos. starting with 0336,0338,0898,0881,0891,0839,08364 or 401 are charged as :

Monday -Saturday (8 am to 10 pm) - 68 Pence per min All other times(10 pm to 8 am) - 38 Pence per min

Our Partners IDEA welcomes all businesses and individuals interested in partnering with us to enhance and strengthen the IDEA products & services portfolio.

To explore such potential partnerships, kindly get in touch with us by submitting the Partners Form.

Some of our Technology and Content Partners:

VAS Onmobile Asia Pacific Ltd

Cellebrum India Ltd

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Siddhivinayak Astro Services Ltd.

Kodiak Ltd

Mauj

Net4nuts India Ltd

Yahoo

Rediff

Indiatimes

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Mobile2win

Sify

NDTV

ROAMING Roamware.inc

Starhome

Bharti Telesoft

MARKETING COMMUNICATIONS Lowe India Pvt Ltd

Insight Media Ltd

PUBLIC RELATIONS 63

Clea PR NETWORK Nokia

Ericsson

Siemens

BILLING Atos Origin

Network Coverage Idea Cellular Ltd has seen phenomenal growth since its inception. Idea Cellular's footprint idea is to first achieve critical mass, then drill deep instead of spreading thin. In keeping with this, the company has been providing excellent service to its subscribers in various states. It controls a portfolio of India's most attractive and contiguous telecom geographies, including the circles of Andhra Pradesh & Delhi (inclusive of NCR), Gujarat, Haryana, Himachal Pradesh, Kerala, Madhya Pradesh & Chattisgarh, Maharashtra & Goa (excluding Mumbai), Rajasthan, Uttar Pradesh (W),Uttar Pradesh (E) . With a footprint dominating the map of India, Idea Cellular accesses over 60% of India's total telephony potential. The company is now poised to launch its services in new circles namely Mumbai and Bihar. 64

Idea Cellular Ltd, however, does not believe only in increasing geographic footprint - it also drills deep and successfully attempts to provide excellent network coverage in all its circles of operations.

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Brand Information The brand Idea It is almost impossible to disintegrate brand Idea from the corporate Idea. Brand values are the company values and vise versa. Brand Vision: It goes without saying that the brand vision of idea mirrors the companys vision. The brand mission statement is...... To be the most customer-focused mobile service brand, continuously innovating to help liberate our customers from the shackles of time & space.

IDEA - Brand Values Innovate . Stimulate . Liberate .... It is these brand values, which have made us a formidable player in the telecom industry. Innovations that stimulate the customer and liberate him from the shackles of time and space are the core of our brand. This is what we strive for. Nothing more, nothing less, nothing else.

IDEA - Brand Mission The India footprint Idea Anywhere connectivity - bringing India closer.

The Technology Advantage Idea Tomorrow's technology to enrich today.

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The Customer Focus Idea Make a single interaction a lasting relationship.

The Employee Focus Idea Nurture the roots that nurture our ideas. Brand Initiatives Our aim, through media buying and planning, is to create year round impact. With the objective of Strengthening our brand, we work with strategic communication partners on campaigns like sponsorship of the Idea International Indian Film Academy awards and the television programs Idea Rocks India, Idea Star Singer and Idea Andhra Idol. We seek engagement with subscribers on a variety of levels, from major celebrity fashion shows to small local events timed to coincide with new product offerings.

Since August 2003, we have commissioned a Brand Track Index Study to evaluate the health of our brand. The Brand Track Index Study is a monthly study conducted by TNS, a marketing consultant engaged by us to evaluate our brand using face-to-face interviews on a random sample of mobile users a well as those Intending to purchase mobiles within the next three months. According to the study our brand is perceived as reliable/trustworthy and one that offers cheaper and good promotional offers. We have improved our rating in the Brand Track Index calculated by the study in the past year reflecting, we believe, the growing strength of our brand.

The main communication medium for the Idea brand is television, where we seek strategic Idea brand coverage in various formats. Billboards and hoardings are used as a

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secondary medium, customized for specific regional preferences to communicate effectively at the local level. We also use other mass communication media such as the press and radio to communicate price plans and other tactical and customer information.

All our key initiatives are subjected to a rigorous testing and launch process to ensure accountability for all advertising spend and improve the chances of success of a new product. This process is followed up with extensive briefing of call center agents and sales personnel and real-time tracking of the impact of the communication and feedback from subscribers.

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OUR VALUES` Values We have : Integrity - Honesty in every action At Aditya Birla Group, Integrity is defined as: Acting and taking decisions in a manner that is fair, honest, following the highest standards of professionalism and also perceived to be so. Integrity for us means not only financial and intellectual integrity, but in all other forms as are commonly understood.

Key words that repreasents Integrity are: Ethical Truthful Principled Transparent Upright Respectful

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Commitment - deliver on the promise At Aditya Birla Group Commitment is defined as: On the foundation of integrity, doing whatever it takes to deliver value to all stakeholders. In the process, taking ownership of our actions and decisions, those of our team and that part of the organization that we are responsible for.

Key words that represents commitment are: Accountability Discipline Responsibility Result -orientation Self-confidence Reliability

Passion - energized action At Aditya Birla Group Passion is defined as: A missionary zeal arising out of emotional engagement with the organization that makes work joyful and inspires each one to give his or her best. Relentless pursuit of goals and objectives with the highest level of energy and enthusiasm, that is voluntary and spontaneous. Key words that represents passion are: Intensi Innovation Transformational Fire-in-the-belly

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Inspirational Deep sense of purpose Seamlessness - boundryless in letter and spirit At Aditya Birla Group, Seamlessness is defined as: Thinking and working together across functional silos, hierarchies, business and geographies. Leveraging the available diversity to garner synergy benefits and promote openness through sharing and collaborative efforts. Key words that connote Seamlessness are: Teamwork Integration Involvement Openness Global Learning from the best Empowering

Speed - one step ahead always At Aditya Birla Group, Speed is defined as: Responding to internal and external customers with a sense of urgency. Continuously seeking to crash timelines and choosing the right rhythm to optimize organization efficiencies.

Key words that connote Speed are: Response time Agile Accelerated

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Timelines Nimble Prompt Proactive Decisive Our Promoters The Aditya Birla Group is India's first truly multinational corporation. Global in vision, rooted in Indian values, the Group is driven by a performance ethic pegged on value creation for its multiple stakeholders. Its 66 state-of-the-art manufacturing units and sectoral services span India, Thailand, Indonesia, Malaysia, Philippines, Egypt, Canada, Australia and China.

A US$ 6.7 billion conglomerate, with a market capitalisation of US$ 7 billion, it is anchored by an extraordinary force of 72,000 employees belonging to over 20 different nationalities. Over 30 per cent of its revenues flow from its operations across the world. A premium conglomerate, the Aditya Birla Group is a dominant player in all of the sectors in which it operates. Such as viscose staple fibre, non-ferrous metals, cement, viscose filament yarn, branded apparel, carbon black, chemicals, fertilisers, sponge iron, insulators and financial services. The Group has also made successful forays into the IT and BPO sectors. Currently around 57 percent of our Equity Shares are held by our Promoters who are companies belonging to the Aditya Birla Group. Our Promoters are 1. Aditya Birla Nuvo Limited 2. Grasim Industries Limited

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3. Hindalco Industries Limited and 4. Birla TMT Holdings Private Limited. SERVICES PROVIDED BY IDEACELLULAR o o o o o SMS ASTROLOGY MUSIC MESSAGING RINGTONES DIAL-a-RINGTONE o LOGO FLASH SMS o o o o o o o o o o o o o JOKES LOVE LOGOS CALLER LINE IDENTIFICATION VOICE MAIL ITEMIZED BILLING ENQUIRY SERVICE PICTURE MESSAGING YAHOO DATING YAHOO! MAIL YAHOO MESSENGER GROUP MESSENGER MOBILE BANKING NEWS UPDATE

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SUPPLEMENTARY SERVICES

o o o o o o o o o o o o o o o o o o

ATTACH/DETACH (PLUS TIMER) BARRING ALL CALLS BARRING INCOMING CALLS BARRING INCOMING CALLS WHEN ABROAD BARRING INTERNATIONAAL CALLS CLIP COLP CALL FORWARD-ON BUSY CALL FORWARD-ON NO REPLY CALL FORWARD-ON NOT REACHABLE CALL FORWARD-UNCONDITIONAL CALL HOLD CALLWAITING DTMF SIGNALING MULTI PARTY CALLING OPERATOR CONTROLLED BARRING VOICE MAIL WITH SMS NOTIFICATION SMS-MT SMS -MT

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TELE SERVICES CORE BELIEFS The company continuously harnesses the power of wireless revolution to provide world-class products and services. It aims at responding to customer needs proactively by anticipating requirements and providing ready solutions.

Idea Cellular draws inspiration from the loyalty of its subscribers to keep raising the bar, to shape the future, and to change and enrich the life of each and every member of its ever-growing family of subscribers.

IDEA CELLULAR MISSION Innovate. Stimulate. Liberate... Through continuous innovation, Idea Cellular seeks to liberate customers from the shackles of time and space. VISION To achieve objectives of growth and profitability by cellular telephony a common means of personal communication and a fact every day life in our markets we will do so by providing high quality wide range cellular services, which is easy to use, offered at a fair price and supported by exceptional customer service organizational structure.

If not, the money for this deal could also be raised through the initial public offer (IPO) route or through additional debt, which would futher increase the debt burden.

On Jan 15th, Idea issued a press release saying they had completed the largest acquisition in the wireless industry. 76

The transaction includes six telecom circlesthe existing three circles of Escotel and the three licenses obtained by Escorts at the time of auctions of forth operator licenses. Escorts has more than 15,25,000 subscribers. DSP Merrill Lynch have been advisors to Idea cellular. The newly acquired circles represent an addition to Ideas existing footprints with all, except Kerala, being contiguous to Ideas existing operation.

Idea will have incumbency advantage in as many as seven circles,which would entitle the company to an additional 2% reduction in license fees for four years from April 1,2007 which has been granted only to the incumbent first and second operators in non metro circle.

The Nundas hold 51% of Escotel, while the balance 49% is held by First Pacific. First Pacific had decided to exit India two years ago and had been waiting for the right buyer to come along with the right price. It is learnt that hiked its offer in the last few days. The deal makes great sense for Idea because it is not an operator in any of the circles in which Escotel provides service. Bharti, on the other hand, offers service in all the circles where Escotel operates, as the fourth operator. The deal is the major setback for Bharti as Sunil Mittal, chairman of Bharti Group, was also buying Escotel.

Bharti lost in a bid war with Idea cellular for Escotel as they had bid significantly lower as they were already present in all those circles of which Escotel is a part. In the absence of intra circle merger guidelines, it was difficult for Bharti to evaluate Escotel fully. Bharti operates on 1800 MHz. The cost of operation is higher at this frequency. So it made sense for Bharti to acquire Escotel and gain access to the frequency in 900

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MHz band that Escotel operates on. Escotel provides cellular mobile services using GSM technology in three circles- Kerala, Haryana & U.P.(West).

SPECIAL SERVICES BY IDEA(after services provided by IDEA)

1.

Call forwarding with the help of services you can divert your incoming calls to any number to the cellular or P&T.

2.

Calls waiting/ calls hold this facility let you handle two calls at the same time. You can put one call on hold while you attend another incoming call. Also put your current call on hold while make an outgoing call. You can switch between calls as often as often as you want & terminate any when you want.

3.

Calling Line Identification Presentation (CLIP) the CLIP facility automatically display you callers number, letting you decide whether you want to take the call or not.

4.

Call conference this facility converts your mobile UN to a conference room by connecting you many people simultaneously whether they are on a cellular or a P&T line.

5.

Call barring, it allows you to prevent certain type of calls being made from your handsets.

6.

Voice Mail Service, this services let you receive & store messages even when your handsets.

7.

Roming facility Idea provides you roaming facility in any part of the country i.e. you can use Idea cellular phone of India.

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8.

Turant- TAAR bid good by phones, letters, telegrams, faxes & even e-mails the new facility adding by the organization is Turant-Tar the mobile to mobile messaging service that can allow you to send text messages to the mobile phones or your business associates instantly anywhere in the world without incurring STD or ISD charges.

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TELECOM HISTORY Telecom history 1842: Wireless by conduction 1843: Early electromagnetic research, wireless by induction

1865: Induction and Dr. Loomis Early radio discoveries 1879: D.E. Hughes and the first radio-telephone reception 1880: The photophone and the first voice radio-telephone call 1880 - 1900: Radio development begins in earnest 1910: The first car-telephone 1924: The first car-mounted radio-telephone 1937: Early conventional radio-telephone development The modern era begins 1946: The first commercial American radio-telephone service 1947: Cellular systems first discussed 1948: The first automatic radio telephone service 1969: The first cellular radio system 1973: The Father of the cell phone 1978: First generation analog cellular systems begin 1980: Growth of Japanese cellular development 1981: NMT -- the first multinational cellular system

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1982: The rise of GSM 1990: North America goes digital: IS-54

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RECRUITMENT Recruitment and selection are the most important functions in an organization because with the help of these functions the management selects the best available candidate from a batch of them. The organizations, in this growing competitive world, need to have the best of the manpower so as to have an edge over its competitive. According to Flippo, "Recruitment is the process of searching for prospective employees and stimulating and encouraging them to apply for jobs in an organization." In the words of Yoder,"Recrutiment is a process to discover the sources of manpower to meet the requirements of the staffing schedule and to employ effective measured for attracting that manpower in adequate numbers to facilitate effective selection of an efficient working force." The recruitment needs can be classified into

Planned. Anticipated. Unexpected.

Planned need arise from changes in the organization and retirement policy. These occur due the expected changes in the organization so the management can make a proper policy for it.

Anticipated need refer to the movements in personnel which an organisation can predict by studying the trends in the internal and external environments.

Resignations, deaths, accidents and illness result in to the unexpected needs.

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FEATURES:

Recruitment is a process or a series of activities rather than a single event. It is a linking activity as it brings together the employers and employees. It is positive process because in this activity the employers want to have the maximum number of job seekers so as to have a wider scope for choice ultimately leading in spotting right persons for job.

It is an important function as it makes it possible to acquire the number and type of persons required for the effective functioning of the organization.

It is an on going function in all the organizations, but the volume and nature of recruitment varies with the size, nature and environment of the organization.

It is a complex process because a number of factors affect it --the nature of the job offered, image of the organization, organizational policies, working conditions etc.

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SOURCES OF RECRUITMENT: The various sources of recruitment are -

Internal Sources: Include

Present Employees who can be transferred or given promotions. The retired and retrenched employees who want to return to the

company.

Dependents and relatives of the deceased and disabled employees.

External Sources: Consist of

Press advertisements. Campus Interviews. Placement Agencies. Recommendations. Recruitment at factory gate. Employment Exchanges.

During my short stint at DIL, it was observed that the recruitment need of DIL is diversified. It needs persons who have knowledge of use, processing of natural ingredients of number of varied products, technical know-how of latest industrial technical knowledge, and computer applications to pharmaceutical industry to manual workers. The importance of the process could be understood that the present work force of DIL is 2,500 employees. Hence, the recruitment and selection procedure should match the complexities of the need and at the same should commensurate with the complex need of the organization. 84

SELECTION Selection is the process of choosing the best candidate out of the all the applicants. In this process, relevant information about the applicants is collected through a series of steps so as to evaluate their suitability for the job to be filled.

It is the process of matching the qualifications with those required for the job so that the candidate can be entrusted with the task that matches with his credibility. It is a process of weeding out unsuitable candidates and finally identifying the most suitable candidates. This process divides the candidates into two categories-the suitable ones and the unsuitable ones. The suitable people prove to be the asset for the organization. Selection is a negative process because in this process the management tries to minimize the number of people at each step so that the final decision can be in the light of all the factors and at the end of it best candidate is selected. Selected candidate the has to pass through the following stages

Preliminary Interview. Application Form. Selection Test. Selection Interview. Physical Examination. Reference Check. Final Approval. Employment.

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Preliminary Interview is the initial screening done to weed out the undesirable candidates. This is mainly a sorting process in which the prospective candidates are given the necessary information about the nature of the job and the organization. Necessary information about the candidate is also taken. If the candidate is found suitable then he is selected for further screening else he is dropped. This stage saves the time and effort of both the company and the candidate. It avoids unnecessary waiting for the candidate and waste of money for further processing of an unsuitable candidate. Application Form is a traditional and widely used device for collecting information from candidates. This form asks the candidates to fill up the necessary information regarding their basic information like name, address, references, date of birth, marital status, educational qualifications, experience, salary structure in previous organization and other such information. This form is of great help because the scrutiny of this form helps to weed out candidate who are lacking in education, experience or any other criterion provided by the organization. It also helps in formulation of questions, which will be asked in the interview. These forms can also be stored for future references thus maintaining a databank of the applicants. Selection Tests are being increasingly used in employee selection. Tests are sample of some aspect of an individual's attitudes, behavior and performance. It also provides a systematic basis for comparing two or more persons. The tests help to reduce bias in selection by serving as a supplementary screening device. These are also helpful in better matching of candidate and the job. These reveal the qualifications, which remain covered in application form and interview. Selection Interview involves the interaction of the employer and the employee. Selection involves a personal, observational and face-to-face appraisal of candidates 86

for employment. It is an essential element of the selection procedure. The information obtained through application form and test can be crosschecked in the interview. The applicants who have crossed the above stages have to go through Physical Examination either by the company's physician or the medical officer approved for the purpose. The main aim is to ensure that the candidate is physically fit to perform the job. Those who are found physically unfit are rejected. The next stage marks of checking the references. The applicant is asked to mention in his application form the names and addresses of two or three person who know him well. The organization contacts them by mail or telephone. They are requested to provide their frank opinion about the candidate without incurring a liability. The opinion of the references can be useful in judging the future behaviour and performance of a candidate. The executives of the concerned departments then finally approve the candidates short-listed by the human resource department. Employment is offered in the form of an appointment letter mentioning the post, the rank, the salary grade, the date by which the candidate should join and other terms and conditions in brief. Appointment is generally made on probation of one or two years. After satisfactory performance during this period the candidate is finally confirmed in the job on permanent basis or regularized. Selection is an important function as no organization can achieve its goals without selecting right persons for the required job. Faulty selection leads to wastage of time and money and spoils the environment of an organisation. Scientific selection and placement of personnel can go a long way in building up a stable workforce. It helps to

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reduce absenteeism and labour turnover. Proper selection is helpful in increasing the efficiency and productivity of the enterprise.

Idea India Ltd. selects the future employees keeping everything in mind right from the qualification of the employees to the future prospects-both of the organisation and the employees. The first step involves the filling up of Manpower Indent Form. This form is filled up by the department, which is having the vacancy. The form consists of various questions which are to be answered like if the current vacancy is a replacement vacancy, its reason is to be specified -the factors which resulted it like death, retirement etc. The department is required to give the qualifications that the future candidate should possess. In the next step, this form is given to the Human Resource (HR) department; this department sees if the position can be filled through internal sources. The internal sources can be transfers, promotion etc. In the case of internal sources, the recommendations of the employees are not taken into consideration. If the HR department does not find suitable candidate within the organisation then this department has to give reasons for it. The form then goes to the Corporate HR for its approval. When the suitable candidate is not available within the organisation, the organisation then moves to the outside world for filling up the vacancies. If the number of employees required is large then the company has in its consideration three ways

The Data bank of the organisation. Advertisements. Contacting large consultants. 88

The company maintains a databank of the candidates, which is used when the number of vacancies to be filled up is large. The sources of databank can be the qualified candidates who had applied in the organisation earlier but due to some reasons could not join the organisation. Advertisements are the second big source to attract the candidates. These are having much larger scope and reach to a number of people. The qualifications required by the organisation and the criteria could be described in detail. Large number of consultants also constitutes a big source. Many people register themselves with these consultants and they act as a bridge between the organisation and the candidates. The consultants provide the company required details about all criteria. These consultants are fixed for the organisation, which are chosen on the basis of their performance. In case of overseas recruitment it is checked whether their Indian counterparts can perform the job efficiently or not. If need arises then they are also taken through consultants.

But if the number of vacancies is very small then the organisation takes the help of the local consultants.

The candidates are then required to fill up the Application Form. This form requires the candidate to fill the details regarding the previous employment, if any and his personal data. The form is having details regarding like the marital status, organisation structure, the position held by the candidate, his salary structure, the top three deliveries to the organisation that proved to be beneficial to the organisation, career goals, his strengths and weaknesses etc.

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After the application form has been duly filled and submitted, the selection process starts wherein the candidate has to pass through various stages and interview. The interview panel consists of the persons from Corporate (HR), and other persons including the executives from the department for which the vacancy is to be filled. The selected candidates are then short-listed. The short listed candidates are then given priority numbers; this is due to the reason that sometimes the candidate who is having first priority is unable to join the organisation due to some reasons then in that case the candidate next in the priority list is given preference. The candidate has to under go medical examination and his credentials are verified.

After qualifying these stages, the candidate is then absorbed in the organisation and explained his/her duties. This phase marks the end of the selection procedure.

Idea India Ltd.also performs Campus interviews as and when the need arises. The esteemed organisation also provides apprentice training-wherein the organisation trains the people in the working of the organisation and gives then stipend. If these trainees are found useful to the organisation then they are absorbed in the organisation else they are given certificate so that they can show this as an experience and get a job elsewhere.

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RECRUITMENT AND SELECTION IN IDEA HIERARCHY OF IDEA Mrs. Vandana Bhargava Deputy dDirector Mr. U.K. Bose CEO Mr. Samir Bhargave Controller

Mr. Kapil Kaul C.G.M. (M&S)

Capt. S.P.S. Sandhu C.G.M. (Operations)

Manager Personal

Mr. Manchanda G.M (North)

Mr. Roshan Nowroj G.M. (South)

Mr. Sanjay Kumar Commercial Mrg.

R.S.M. Delhi Manager Sales

Deputy Manager Sales

Manager FFP Department

Manager International MRTG.

Manager CSC & Automation

Product Manater

Brand Manater

Asst. Manager Sales

A.S.M. Delhi

A.S.M. Delhi

Senior Officer Sales

Senior Officer

Senior Officer

Officer Sales

Officer

Officer

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HRM in the telecom Industry When we talk of human resource management, we have in our mind a variety of things. These include: Training Skill development and up-gradation of knowledge and skills of the employees. Motivating the employees, Effective utilization of the employees skills and capabilities Attracting the personnel and their retention Wages, salaries and rewards and Monitoring and controlling the employees performance

These aspects of human resource management and development are essential for every sector but in the case of tourism, they have a special significance. This is because tourism is a service industry and here the customer is not only buying a service or a product but he is also experiencing and consuming the quality of service which is reflected in the performance of the person involved in the production and delivery of the service. Since what is marketed here is a relationship between the customer and the producer of services, the importance of human resources becomes vital for the success of the business. Generally, in such service operations the emphasis has been on courtesy and efficiency and it is assumed that the service in tourism is all smiles and effective communication. However, with the changing nature of tourism and growing special sation only smiles, communications skills and courtesy will not serve the purpose. For example, a guide may be very good in communication but unless he or she is equipped with knowledge and information related to the monument or the city, he or 92

she will not be able to perform quality service. Similarly, a driver may be very good at driving but unless he knows the roads and addresses of the city, only his driving capabilities will be of no help in providing quality service. And we must remember here that tourists, whether foreign or domestic, are increasingly becoming more demanding as regards quality of service. Generally, human resource management, planning and development in tourism have to be taken at both macro as well as micro levels. At the macro level, one takes into account the educational and training infrastructure available in a country and the efforts initiated by the ICAO. This also includes the efforts initiated by the private sector. At the micro level, one takes into account how best individual organizations plan and manage their human resources V S Mahesh, formerly Vice President (Human Resources) with the Taj Group of Hotels, is of the opinion that two central features common to all sectors of the tourism industry must be considered in this regard: 1) The concept of Moments of Truth (MOT), and 2) MOTs relationship to the attainment of service excellence in an organization. Jan Carlzon has defined MOT as an intention between a customer and an organization, which leads to a judgement by the customer about the quality of service received by her or him. In tourism industry, 95% of the MOTs take place between customers and the front line staff and most of the time they are not visible to the management. For example, how a hotel receptionist is handling the customers or how an escort is conducting the tour is not visible to the management. Yet, the tourists experience of the holiday is dependent on how the staff manning such services has treated him or her. Mahesh has pointed out that in case of negative experiences, only less than five percent cases get reported to the management by the customers and hence according to him the 93

crucial questions is are human beings capable of doing their job correctly, willingly and with a smile, when they know that their management is most unlikely to be able to see or hear them, let alone bear of their failure to do so? This puts additional on the human resources management factor in the tourism industry. Certain organizations, companies and even destinations are known for their hospitality and are even termed as service leaders in their areas of operations. Researches conducted by various scholars in this area show that they have achieved this, status, through effective human resource management in their organizations. According to Gail Cook Johnson these companies have applied the principal of empowerment to all employees. This empowerment is manifested in the way that companies: Are highly focused and consistent in everything they do and say in relation to employees, Have manager who communicate with employees Facilitate, rather that regulate, their employees response to customers Solicit employee feedback about how they can do things better Stress the importance of team work at each level of the organization and Plan carefully the organizations recruitment and training needs.

These companies give less emphasis on hierarchy and formal relationship rather; they adopt flat organizational structure in terms of span of control. Johnson further states that these service leaders can be recognised for: Their unfailing commitment to service principles, Their investments in people to ensure staffing competence,

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A management philosophy which stresses communication a proactive orientation and employee feedback and

A dedication to teamwork

In fact, human resource management and customers care/expectations management are inter related area in the area of tourism. Sarah Mansfield has identified four key principles in the development of customer care within companies. These according to her are 1) Customer care starts at the top was meaning that commitment to the principle of customer care must emanate from senior management levels within an organization. Successful management is not only about the right management style but also an attitude, ethos or culture of the organization which overrides the management techniques used, such that in the absence of other instructions these values will dictate how an employee will behave. 2) Customer care involves everyone within the organization. It is not just about front-line staff. The contrary view only services to reinforce the electricians or administrators, opinion that the standard of service they give in support of the front-line staff is not important. How can cleaners do the right job unless they fully appreciate their customer needs and the importance of their role? High standards of customer care cannot be achieved by ignoring seasonal, part time or voluntary staff that represents the face of the business to many customers. 3) Care for your staff and they will care for your customers. Too often organizations look first to the customer, whereas the emphasis should be placed on the staff. Improving the experience of the staff encourages a better service and a better experience for customers. More customers are obtained thereby 95

improving the climate in which management and staff work. Investment and greater professionalism follow success and the cycle of achievement is reinforced. 4) Its a continuous, meaning that customer care is not a quick fix Research but it long term plan. According to V S Mahesh The nature, determinates and problem areas of service quality within tourism points clearly to the central role of personnel, at all levels, in attaining levels, of excellence in this respect. Development the service culture, within a company, and within tourism industry, cans he seen as crucial to the success of tourism. Hence, the activities of an HRD manager in tourism can be categorised as: Human resource planing and Human resource development

Aspect like forecasting, recruiting and induction in the human resource area are taken care of through human resource planning. The identification of specific developmental needs for the manpower aimed at developing and exploiting the competencies of the human resources are taken care of through human resource development.

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HUMAN RESOURCE PLANNING In this Section, we will deal with certain aspects which are relevant for managers or entrepreneurs at an organizations level in the area of human resource planning. Human resource planing can be termed as a process for preparing a plan for the future personnel needs of an organization. It takes into account the internal activities of the organization and the external environmental factors. In a service industry like tourism, such planning also aims at improving the quality of manpower resources. Human resource planning involves: Analysis of existing manpower resources, Planning for future needs taking into account how many people with what skills and at what levels the organization will need, and Planning for the development of the employees by adopting in-house training and continuing education methods to upgrade the knowledge and skills of the employees. RECRUITMENT AND SELECTION PROCEDURES IN HR Recruitment and selection procedure is a vital factor of an organization. If it is not done properly the production procedure will be hampered. Hence productivity will fall down. So the organization will be in trouble and it will affect the employer- employee relationship. So recruitment and selection procedure should be done in proper and correct manner. The new candidates should replace the vacant post so that the production of the company does not hamper. By this the productivity will increase and the organization will gain profit. So the employer will be happy and will not hesitate to distribute bonus and increments to the workers. The workers will also be more

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motivated to work. Hence there will be harmonious relationship in the organization. It will also stabilize the organization in the long run.

HR & COMPANY POLICIES

1. COMPANY POLICIES The Company Policy is the guidelines on which Sharda Exports work so as to achieve the ultimate Mission and Vision of the company. SE has different policies for each of the following aspects Growth To encourage incremental growth by enhancing the competitive edge of Sharda, in the existing business, new areas and international areas. Profitability To get reasonable and adequate return on capital employed through improvement in operational efficiency, capacity utilization and productivity. Customer Focus To build a high degree of customer confidence by giving value for his money through international standards of product quality, performance and superior services. Customer satisfaction is the biggest asset that SE has. People Orientation To enable each employee to achieve his or her potential, improve his capabilities, perceive his role and responsibilities, participate and contribute positively to the growth and success of the company to invest in human resources continuously and be alive to their needs. Technology Achieve technological excellence in operations by development of indigenous technologies and efficient absorption and adaptation of imported

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technologies to suit business needs and priorities, and provide competitive advantage to the company 2. CODE OF CONDUCT A. SERVICE CONDITIONS The organization does not use any forced labour in its premises. Child labour is prohibited in the factory. One full day off in a week is granted to all employees. B. ATTENDANCE & LEAVE SYSTEM For each employee, its necessary to punch their cards daily (in & out) to mark their attendance. Casual leave, sick leave & earned leave are allowed to the employees. The unused leaves are credited to the employee at the end of the calendar year. C. HEALTH & SAFETY Presence of all the workmen is mandatory in all the Emergency Evacuation Drills, Emergency/Fire-fighting operation when needed, Medical Camp & First Aid Training. Facemasks, gloves, safety glasses & shoes are provided to the workers as per requirement. First-Aid facility is available in all the departments of the company. D. MISCONDUCT & DISCIPLINARY COURSE OF ACTION

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Any in disciplinary action constituting disobedience, theft, fraud, habitual absence, drinking, fighting, sleeping on duty, negligence, refusal to work, threatening, gambling will be treated as misconduct & will follow a disciplinary course of action. Employees can report the complaints to HR department, which has the authority & responsibility for initiating the disciplinary course of action in all cases. HR POLICIES & PROCEDURES HR Department is considered the biggest asset of the industry - how to train, motivate and retain employees depends on the efficient working of this department. Many succeed due to commitment and many fail as they look for comfort. In order to achieve higher productivity, profitability and morale of employees, the organization has laid down the following policies for itself: 1. QUALITY POLICY Sharda exports endeavor to produce quality floor coverings to the ultimate satisfaction of its valued customers and resolve to comply with the requirements of the international standards and continually improve upon its existing work practices leading to better products and services. 2. ENVIRONMENTAL POLICY Sharda Exports is committed towards the implementation of an effective environment management system in the process of manufacturing floor coverings and home textiles. It strives to continually improve and enhance the environment conditions and pollution prevention by: Complying with the applicable legal & other requirements. 100

 Setting and reviewing environmental objectives and targets as per designed framework. Ensuring an effective implementation and communication of the policy to all at Sharda exports as well as public at large. Creating and modifying existing and new products in such a way that material consumption can be reduced without changing customer perception. Constantly monitoring and innovating existing work habits/ methods to reduce wastages, consumption and improve productivity per material input. 3. HEALTH & SAFETY POLICY Sharda exports aims to ensure that all activities carried out on its premises or undertaken by its staff are managed in such a manner as to avoid, reduce or control all foreseeable risks to the health & safety of any persons who may be affected by such activities to a tolerable level. in furtherance of the above statement and the need to ensure compliance with all relevant health & safety conditions, the company pays particular attention to the provision of: A healthy working environment A safe place to work with safe means of access & aggress Suitable & sufficient information, instruction, training and supervision to enable all staff to comply with the companys health & safety policy Safe plant, equipment and systems of work Arrangement for the safe use, handling, storage and transport of materials & substances Appropriate arrangements to access and control the risk associated with work activities undertaken by the personnel (s) of the company 101

 Appropriate management procedures to monitor and audit compliance with companys health & safety policy Appropriate procurement policies to ensure that only competent contractors and suppliers are engaged by the company. 4. SECURITY POLICY Defines the systems adopted for safeguarding the physical & Intellectual property of the organization. It includes physical security, procedural security, personnel security and information technology security. 5. NO SMOKING POLICY Sharda Exports completely prohibits the smoking of Cigarette/ bidi and chewing pan / tobacco at the workplace. The smoking / chewing is permissible only in the smoking zones. 6. EMPLOYMENT POLICY Sharda Exports aims to select, develop and promote Employees based on individual ability and job performance. It provides equal employment opportunity to all employees and applicants for employment in all aspects of employer employee relations without discrimination of race, color, religion, creed, sex, national origin, ancestry, marital status, age, military status or physical disability. 7. PROMOTION POLICY Sharda Exports has well designed promotion system, which attracts capable and highly qualified individuals as team members, strengthens companys performance by enhancing teamwork and encourages professional excellence by retaining rewarding the best performers VARIOUS LEARNING & MOTIVATING PROGRAMS / POLICIES Sharda Exports is a family where every member is equally important in a particular field. Hence company schedules & try to execute many schemes/programs, which helps 102

its employees in increasing their motivation, hard work & dedication towards job. Such schemes & programs are: 1. Proper focus on prohibiting child / forced labor Any person below 18 years of age is strictly prohibited within the factory premises. 2. Child welfare Scheme Under this scheme we provides 50 Rs per school going child to each labor to encourage them for the studies. 3. Equal Opportunity According to this no employee will be discriminated on the basis of caste, creed, religion, sex, family background etc. 4. Fringe Benefits These are those small perks or benefits that the company provide within the year so as to motivate its employees / labor. 5. Internal Recruitment Under this, the employees at the lower level given the chance to apply for other post at the higher level for their better future. 6. Promotions This is the activity, which is utilized by the management under which we promote and enhance the designation, responsibility, and pay of the employees and this is judged by the proper performance evaluation system, which is successfully established and followed as well. 7. Performance Appraisal on quarterly basis In the performance appraisal system the Head of the departments rate their juniors on the various factors like job knowledge, managerial / super visional skills, interpersonal relations, dependability, initiative, creativity, etc. 8. Suggestion Scheme This scheme gives an opportunity to the employees to participate in helping Sharda Exports to continually improve in all aspects of operations. 9. Proper Training and development programs Sharda Exports provide environment, that encourages high standards of technical, professional, supervisory and management knowledge among its employees. For furtherance 103

of this aim, the company provides Training and Educational programs relevant to the professional and career development of its employees. HUMAN RESOURCE MANAGEMENT IN IDEA Organisation structure: The whole organisation behaves as a Parivar, with one legal guardian. All directors and shareholders are from among workers and the entire have taken an oath through affidavit. In the court of law that neither their family members shall have claim or share in the assets or profits of the company. All workers of company are the proud owners of the organisation. The workers believe in the concept that manpower is superior to money power. Recruitment and selection Recruitment is the process of seeking out and attempting to attract individuals in external labour markets, who are capable of and interested in filling available vacancies. Recruitment is an intermediate activity whose primary function is to server as a linked between Human Resource Planning on the one hand and selection on the other. Sources of recruitment are through internal and external channels. Idea recruits its employees both externally as well as internally. Recruitment for the airline is done through interviews of selected applicants and people who pass the interviews of selected applicants and people who pass the interview are required to undergo a medical test before he/she is finally placed in the Idea. Employees are also recruited through internal mobility. This is done on the basis of merit and seniority. After passing the examination the candidates are called 104

for an interview along with the employees who have become eligible for promotion on the basis of seniority.

HUMAN RESOURCE FUNCTIONS

Recruitment and selection. Performance Appraisal. Training and Development. Promotion, Transfer, Separation. General administration & Welfare. Security. Public Relations. Industrial Relations.

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HUMAN RESOURCE PROCESS IN ORGANISATION

Human Resource

Training & Development

Socialization

Performance Appraisal

Promotions, Transfers, Demotions & Separations.

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HUMAN RESOURCE DEPARTMENT

Unit Head
Additional General Manager-Corporate HR & IR

Deputy ManagerHR

Senior ExecutiveH

Assistant HR Officer

SupervisorAdministratio n

Executive Assistant-HR

Housekeep ing
General Administration

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RESEARCH METHODOLOGY The purpose of the methodology is to describe the research procedure. This includes overall research design, the sampling procedure, the data collection method, and analysis procedure. Out of total universe 15 respondents from Idea have been taken for convenience. The sample procedure chosen for this are statistical sampling method. Here randomly employees are selected and interviewed. Information, which I collected, was based on the questionnaires filled up by the sample employees. Under secondary method I took the help of various reference books which I have mentioned in bibliography and also by way of surfing through the company website. Primary Data Questionnaire: Corresponding to the nature of the study direct, structured questionnaires with a mixture of close and open-ended questions will be administered to the relevant respondents within the Personnel and other Departments of the organisation. Secondary Data Organizational literature: Any relevant literature available from the organisation on the Company profile, recruitment & selection procedures, Job specifications (Idea), department-wise break up of manpower strength and the organisational structure. Other Sources: Appropriate journals, magazines such as Human Capital, relevant newspaper articles, company brochures and articles on www sites will also be used to substantiate the identified objectives. Sampling Plan and Design A questionnaire will be used for the purpose of research: 108

 Questionnaire: To test the validity and effectiveness of the recruitment and selection procedures within the organisation and to test the validity and effectiveness of the policies and procedures within the organisation. The basic rationale of Questionnaire is to ascertain the perception of the non-HR departments in terms of the validity and effectiveness of the policies and procedures used by the organisation. It is also in line with the assessment of any suggestions/recommendations that the respondents from these Departments might have in terms of the use of an alternative source/device of recruitment and selection, than what already forms the current practice of the HR Department.

Questionnaire would be administered to 15 respondents, holding a senior designation within the Personnel Department of the organisation. It will also be administered to at least 15 respondents belonging to typical Departments within the organisation and holding senior designations within their respective Departments.

Sampling Element For the purpose of administering the Questionnaire, the respondents would comprise of personnel holding senior designations within the Personnel Department of the organisation. The respondents for the Questionnaire will also be preferably being panel members of the Recruitment & Selection Board of the organisation. The respondents would comprise of personnel holding senior designations within certain typical Departments identified within the organisation, namely: Stores Finance Operations Electronics 109

Engineering

Sample Extent: The extent of the sample is confined to the Sahibabad operations of the Idea, specifically to the Administration.

Sampling Technique Judgement Sampling would be used for the purpose of choosing the sample for the purpose of administering Questionnaire. The identified expert would have a thorough knowledge about all the respondents within the Personnel Department of the organisation. Thus his/her expertise would be incorporated in locating, identifying and contacting the required respondents. Again Judgement sampling would be effectively used in identifying the typical non - HR Departments within the organisation and subsequently for the location and identification of suitable respondents for Questionnaire.

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ANALYSIS & FINDINGS The analysis of the various sources of recruitment and selection devices is presented on the following pages. The response entailed from the HR Department (as analysed from Questionnaire) represents current practice within the organisation in terms of the sources of recruitment and selection devices used. The analysis of the response entailed from all the other departments (as analysed from Questionnaire) forming the sample, represents the perception of the respondents from these Departments in terms of the validity and effectiveness of the various sources/devices of recruitment/selection (specific to these

Departments) The analysis further entails any suggestions/recommendations given by these nonHR Departments (forming the sample for administering Questionnaire), in terms of any recruitment source and/or selection device that should be deployed by the organisation apart from what already constitutes current practice (specific to these Departments)

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The procedure of Recruitment and Selection

120 100 80 No. of 60 employers 40 20 0 IDEA Company

Yes No

120 out of 120 employers accepted the fact that Idea follows recruitment and selection procedure.

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External recruitment the company compensates the employees for the expenses made by them

70 60 50 40 No. of employers 30 20 10 0 IDEA

Company

Yes No

It basically depends on the post the candidate is applying for, in most of the cases the company does compensate the employees for the expenses incurred by them.

70 out of 120 employers said that the company compensates the employees for the expenses made by them, while 50 employers said no.

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Company hires consultancy firms or recruitment agency for hiring candidates

120 100 80
No. of 60 employe rs

40 20 0 IDEA
Company

Yes No

All 120 employers said that the company hires consultancy firms or recruitment agency for hiring candidates.

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The verification of the candidates to the given reference

80 70 60 50 No. of 40 employers 30 20 10 0

Yes No

IDEA
Company

80 out of 120 employers said that the references provided by the candidates is verified while 40 employers said No.

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The total monitory expenditure the company spends on recruitment and selection procedure

70 60 50
No. of em ployers

40 30 20 10 0 below 10% 10%-20% 20%-30% 30% above IDEA

Producticity

20 out of 120 employers said that the company spends about 10%-20% of its total expenditure on recruitment and selection.

70 out of 120 employers said that the company spends about 20%-30% of its total expenditure on recruitment and selection.

While 30 out of 120 employers said that the company spends above 30% of its total expenditure on recruitment and selection.

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COMPANY POST POSITIONS ON THE JOB SITES AND INTERNET SEARCHES

120 100 80
No. of 60 employers

40 20 0 IDEA
Company

Yes No

120 OUT OF 120 EMPLOYER SAID COMPANY POST POSITIONS ON THE JOB SITES AND INTERNET
SEARCHES

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Company maintains and manage candidates file including maintenance of database to ensure comprehensive data collection of candidates

120 100 80
No. of employers

60 40 20 0 IDEA
Company

Yes No

120 out of 120 employers said that company maintains and manage candidates file including maintenance of database to ensure comprehensive data collection of candidate.

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The productivity of the employees get hampered due to his/her marital status.

Productivity of employees

50 40 30 20 10 0
To a large extent Som ew hat affects Does not affect Cant Say

Scale

50 out of 120 employers believe that the employees productivity gets hampered due to his marital status to a large extent, while 30 out of 120 believe that productivity is somewhat affected, 30 out of 120 believes that marital status does not affect the productivity of the employee and one employee did not had any ans.

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Interview methods used by the company

120 100 80

No. of 60 employees
40 20 0 Direct s tress com pute rize d other

Scale

IDEA 200 out of 200 said the company follows direct interview method, as well as other method which include unstructured interview with the departmental head. And the 120 said the computerized is followed by the company.

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CONCLUSION

REQUIREMENT:Necessity is the mother of Invention this is true everywhere. In the study first of all I tried to find out the cause of the process of Recruitment and selection. I got the answer from Idea that here in Idea major cause for the process is its Expansion program as Idea is growing vastly. Few other reasons are Replacement vacancy Retirement hardly takes place here.

SOURCES:An organizations excellence depends upon its employees performance, which has not only to be maintained on a consistent level, but also must be improved constantly. All this can be achieved if suitable employees are selected, through proper Recruitment and Selection procedure.

METHODS:For the recruitment and selection various test include for e.g. aptitude test ,personality test and group discussion. As we all know that, in todays highly competitive age the biggest problem is of retention of its highly skilled employees in the organization. Recruitment plays a vital role in this regard. But it should be seen that no system is without any flaws. Every system has its strong and weak points and is open for change at any time.

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IMPROVEMENT:IDEA a well-developed Selection System for its employees development. Thus, the company provides scope for employees on future growth, career planning, training and development.

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RECOMMENDATIONS The research in Idea has helped me in broadening my view. It has helped me to know that HR is the heart of every organization. It made me aware about how policies play an important role in the smooth functioning of any organization. But I have found that there is something that lacks in the company and which is possible to overcome. Idea is engaged in making maximum sales, providing satisfaction to its customers, as well as maintaining good relations with the corporate world. But it has not thought about marinating a health relation with its employees. This is the reason that there was an increase in the labor turnover. Also, it has never given consideration to find the reason lying behind the same. Employee retention is crucial to the long-term success of your business and therefore the ability to retain employees is a primary measure of the health of your organization. Of significant concern is the fact that unplanned employee turnover directly impacts the bottom line of a business. The company can undertake the following steps to maintain long and existing relationship with its employees as well as a steady increase in sales:1. Employees should know clearly what is expected of themContinually changing expectations minimize employees sense of internal security and create unnecessary stress. It is beneficial therefore to provide a specific framework, in which people can work. 2. Employees should be provided with quality management and leadershipIt is well documented that people leave their managers more often than they leave the company or the job. Turnover issues that cause an employee to feel unvalued by their manager include lack of feedback about performance, lack of clarity regarding earning potential, failure to hold scheduled meetings, and the 123

failure to provide a framework for the employee to succeed. Ensure that the right people are in place to lead your teams, departments, business units and the organization as a whole towards success. 3. The company should compensate candidates applying for any position in the organization in case of external recruitment; this will give candidates a positive impression about the company. 4. The references given by the candidates at the time of selection should be brought into use and should be verified in order to avoid undesired candidates. 5. Job specifications should be disclosed at the time of recruitment and selection so that employees are well aware of the tasks to be performed by them and the expectations their seniors have from them. 6. Company should undergo personality test in order to judge the personality of the person applying for the job. 7. Company should have a round of panel interview so that decision of selecting a candidate is not based on personal biasness of the interviewer, interviews should therefore be followed by group discussion.

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LIMITATIONS The scope of the study in terms of coverage is limited to the Delhi operations of the Idea Within the organisation the study is limited to the top-level management of the Personnel Department of the organisation (out of which samples of the respondents are also members of the Recruitment & Selection committee). This is for the purpose of administering the questionnaire. In line with the purpose of conducting employee interviews, the study would be confined to personnel holding typical designations within the organisation at different levels of management. Although the limitations that I faced in the organizations is the absence of Trade Unions co-operation, otherwise which could have help me in understanding the industrial relations in a comprehensive manner. Secondly, the limitation that I have is the scope of collection of sample size which was confined to only one department, which would have other wise made my study and observations in an effective manner.

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BIBLIOGRAPHY BOOKS Robbins P. Stephens, Organizational Behavior, Prentice Hall, 7th Edition, Chapter 16, pages 636-641. Koontz Harold & Weihrich Heinz, Essentials of Management, Mc Graw Hill, 5th Edition, Chapter 11, pages 217-245. Decenzo A. David & Robbins P. Stephen, Personnel/HR Management, Prentice Hall, 3rd Edition, Chapters 6,7 & 8, pages 117-209.

Magazines India Today Todays traveller A&M Business Today Business World Business Digest

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News Paper Times of India Hindustan Times Economic Times The Pioneer The Hindu Catalyst EconomicandPoliticalWeekly Financial Express

Web sites www.Ideaindia.com

www.indiatimes.com

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ANNEXURE QUESTIONNAIRE ON RECRUITMENT & SELECTION

Name: Designation: Organization: Age: Date:

Q.1 Does Idea follow any Recruitment and Selection Procedure?

Yes

No

Q.2 Does the recruitment and selection procedure affects the performance of the employees?

Yes

No

Q.3 Does the company recruit employees internally? Yes No

Q.4 Is the recruitment and selection procedure followed by the company appropriate? T.A.(Totally Agree) S.D.(Some What Disagree) S.A.(Some What Agree), T.D.(Totally Disagree) 128

T.A. S.D.

S.A. T.D.

If not, then suggest the appropriate changes required in the recruitment and selection procedure followed by the company? ..

Q.5 Does your company disclose the job specifications at the time of selection of a candidate?

Yes

No

Q.6 Does your company ask for references at the time of selection?

Yes

No

Q.7 What percent of the selection procedure does the written test contribute? Below 10% 10% - 20% 20% - 30% 30% -40% 40% -50% 50% and above

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Q.8 Which type of interview methods does your company usually follow? Direct Group Stress Computerized Panel

Any other

Q.9 Does your company follow any of the following personality test for the purpose of recruitment and selection? MBTI FIRO_B Psychometric Other

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