CHAPTER I

INTRODUCTION

1
Objectives of the study:

1. To make the best use of its human resources.

2. To recruit and retain the human resource of required quantity and quality.
3. To provide better working conditions and good compensation to the employees.
4. To run all business processes smoothly.
5. To provide proper technical training and to foresee the impact of technology on
work.
6. To motivate the employees.
7. To efficiently monitor, control and supervise the personnel.
8. To maintain proper co-ordination among different departments.
9. To meet the needs of the programme of expansion, diversification etc.
10. To improve the standards, skills, knowledge, ability, discipline etc.
11. To assess the surplus or shortage of HR and take measures accordingly.
12. To maintain congenial industrial relations by maintaining optimum level and
structure of human resources.
13. To minimized imbalances caused due to non availability of human resource of
right kind, right number in right time and right place.
14. To estimate the cost of human resources.

2
Need for the study:

Every organization has to plan for human resource due to

1. The shortage of certain categories of employees and variety of skills despite the
problem of unemployment.
2. The rapid changes in technology, marketing, management etc and the consequent
need for new skills and new categories of employees.
3. The changes in organization design and structure affecting man power demand.
4. The demographic changes like the changing profile of the work force in terms of
age, sex, and education.
5. The government policies in respect to reservations, child labour, working
conditions, etc.
6. The labour laws affecting the demand for and supply of labour.
7. Pressure from trade unions, politicians, etc.
8. Introduction of computers, robots etc.
9. The involvement of lead-time in manning the job with most candidates.

RESEARCH METHODOLOGY

3
METHODOLOGY

This chapter includes various tools and techniques that are used by the investigation that
the method followed in processing the research survey

Methodology includes a systematic way of collecting the data through sample design,
analyzing it, processing data, interpreting the data for requirements.

RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problem. It

may be understood as a science of studying the research is done scientifically. In it we
study the various steps that are generally adopted by a researcher in studying his research
problem along with the logic behind him. It is necessary for the researcher to know not
only the research methods/techniques but also the methodology.

SOURCES OF DATA

Primary Source:

The Primary source of the data was collected from the employees of the organization and
the management.

Secondary Source:

The Secondary data was collected from the journals, textbooks, Internet.

Sample Size:

4
About 100 workers of the organization at random were taken for the study.

Data Collection:

The data was collected with the help of a well-framed questionnaire. As the aim of the
study is to elicit as much information as possible from the interviewer. Open-ended
questions were used.

STATISTICAL TOOLS USED: BAR DIAGRAM

PERCENTAGE ANALYSIS:

In this research, various percentages are identified in the analysis and they are
presented pictorially by way of bar diagrams and pie charts in order to have a better
quality.

LIMITATIONS

1. The sample size has been used in this project is limited to 100 employees.

2. The time planned and taken to accomplish this project is 45days.

3. Due to the time constraint, all employees are not involved.

4. Some employees are not interested for giving answers.

5
REVIEW OF

LITERATURE

6
CHAPTER-II

HUMAN RESOURCE MANAGEMENT

Human resource management is the most important resource of an organization in

which the people who work. It consists of those activities designed to provide, motivate

and coordinate the human resources of an organization. To meet the challenges and

competitive atmosphere of todays business environment, managers must recognize the

potential of human resource and then acquire, develop and retain these resources. This

forms the basis of human resource management (HRM).

Human resource management is the management of various activities that are designed to

enhance the effectiveness of the manpower in an organization in the achievements of

organizational goals. Acquiring skilled, talented and motivated employees is an important

part of human resource management.

Human Resource Management is said as the total knowledge, skills, creative

abilities, talents and aptitudes of an organizations workforce, as well as the value,

attitude and beliefs of the individuals involved. It is also regarded as human factor,

human asset and human capital.

Human Resource Management forms a crucial function in organizations of all sizes.

7
Traditionally, HRM departments had a relatively small role to play in the organizations

overall mission and plans. They developed staffing plans, handled complaints,

determined benefits and compensation and conducted performance appraisal programs.

Today HRM departments are playing a more strategic role in charting the course of their

firms. Changes in the environment, such as increasing costs, changing demographics,

rapid technological changes and the need for new skills, have created a strategic need for

HRM expertise. These changes have led to the acknowledgment that human resource

need careful attention and are vital to the success of any business.

MEANING OF HUMAN RESOURCE MANAGEMENT

Human Resource Management means employing people, developing their

resources, utilizing, maintaining and compensating their services in tune with the job and

organizational requirements.

1) It is a responsibility of all those who manages people as well as being a

description of the work of those who are employed as specialist. It is that part of

management which is concerned with people at work and with their relationship

within an enterprise.

2) Human Resource Management can be defined as managing the functions of

employing, developing and compensating human resource resulting in the

creating and developing of human relations with a view to contribute

proportionately to the organizational, individual and social goals.

DEFINITIONS

8
 Michael J. Jucius defined as the field of management which has to do with planning,

organizing, directing and controlling the functions of procuring, developing, maintaining

and utilizing.

Earnest Dale defined as, the human resource management is the process of getting

things done through people.

OBJECTIVES OF HRM

3) To establish and maintain sound organizational structure and desirable working

relationships among all the members of the organization.

4) To attain an effective utilization of human resource in the achievement of

organizational goals.

To create facilities and opportunities for individual or group development so as to match

it with the growth of the organization

The divisions included in HRM are Human Resource planning, Recruitment, Payroll,

Performance Management, Performance Appraisal, Training and Development,

Retention, Industrial Relation, etc. Among these Human Resource Planning is the one

which is very essential for an organization inorder to achieve organizational goals. The

present project is concerned with HRP which is as follows:

9
HUMAN RESOURCE PLANNING

Human resource planning is considered as the some total of knowledge, skills,

creative abilities, talents and aptitudes of organizations workforce as well as values,

attitudes and benefits of an individual involved.

It covers all the human resources such as organized or unorganized, supervisors,

executives, government employees, technical persons etc. Human resources are utilized
to maximum extent to achieve individual and organizational goals.

Human resource planning involves forecasting of human resources needed in an

organization and also designing appropriate courses of action such as recruitment,
training, providing benefits, career development based upon these human resource needs.

Planning for human resources is a major responsibility in modern industrial economies.

In agricultural economies, the human resources took care of themselves where as in
industrial economies, demand is for high levels of skills and capabilities; human resource
planning has achieved high importance. Human resource planning is useful for learned
occupations.

10
DEFINITIONS

Human Resource planning is defined as The Process of determining man power

requirements and the means for meeting those requirements, in order to carry out the
integrated plan of the organization

Coleman

Human resource planning is an integrated approach to performing the planning aspects

of the personal function in order to have a sufficient supply of adequately developed and
motivate people to perform the duties and tasks required to meet the organization
objectives and satisfy the individual needs and goals of organization members.

Leon.C

Human resource planning is considered as a strategy for acquisition, utilization,

improvement and preservation of an enterprises human resources.

Stainer

11
PROCESS OF HR PLANNING

It consists of the following steps.

1. Analyzing the organizational plans.

2. Demand forecasting (Forecasting the overall human resources requirement in
accordance with the organization plans).
3. Supply forecasting (Containing the data and information about the present
inventory of human resources and forecast the future changes in the human
resource inventory.
4. Estimating the net HR requirement.
5. In case of future surplus plan for redeployment, retrenchment and layoff.
6. In case of future deficit forecast, the future supply of human resources from all
sources with reference to plans of other companies.
7. Plan for recruitment development and internal mobility, if future supply is more
than or equal to net human resource requirement.
8. Plan to modify or adjust the organization plans if future supply will be inadequate
with references to future net requirements.

The same process/order need not be followed in the actual planning process as the steps
are interdependent and sometimes the first step and the last step may be procured
simultaneously. These steps are discussed in detailed as follows:

1) Analyzing the organizational plans:

The process of HR planning should not start with analyzing organizational plans into
production. It starts with Plans for expansion, diversification etc., marketing plan, and
financial plan. Each plan can be further analyzed into sub-unit. Detailed programmed

12
should be formulated on the basis of unit wise plans. Analysis of plans and programmed
helps in forecasting the demand for human resources as it provides the quantum of future
work activity.

2. Forecasting the overall human resource requirement (Demand forecasting):

The existing job design and analysis may thoroughly be reviewed keeping in view the
future capabilities, knowledge and skills of present employees. Further the jobs should
be re-designed and re-analyzed keeping in view the organization and unit wise plans and
programmes.

The jobs generally should be designed and analyzed reflecting the future resources and
based on future organizational plans. Important methods are:

a) Managerial judgments
b) Statistical technique
c) Work study technique

a) Managerial judgement: Most of the small scale and unorganized industries cannot
have systematic data books for human power information and job analysis. They resort
to the management judgment approach. Under this approach, the managers are
supervisors who are well acquainted with the work loads, efficiency and ability of
employees beside the top official who compares the proposals with organizational plans
makes necessary arrangement and finalizes the plans.

Alternatively, the top management which in turn sends the information to their immediate
superior can also do this exercise.

But, the best approaches is particularly, approach where both management at the top and
supervisors at the bottom meet and decide on the human resource needs based on the
experiences of supervisors and the plans formulated by top officials.

13
b) Statistical technique: There are two types of statistical techniques for human
resource planning.

c) Ratio trend analysis: Under this method, the ratios are calculated for the past
data relating to number of employees at each category and at different levels.
Future activities are estimated with an allowance to changes. The future human Resource
is calculated on the basis of established ratios.

Ex; Present level of production 1500 units

Present number of foreman 3 (i.e., 3:1500)
Estimated production on the next year 2500 units
Foremen required -5

Decline in physical stamina of employees changes in values and other extra social
activities and it is estimated that forty ratio will be 1:1420 than the foreman required is
6.

Econometric Models: These models for human resource planning are built up by
controlling the past statistically data and bringing the relationship among variables such
as investment, production, sales activities etc. It is used to forecast human power needs
based on movements in various variables.

1) Work-study techniques: These techniques are easily measurable. Under this

method, total production and activities in terms of clear units are estimated in a year.

Man hours required to produce each unit is calculated. Work utility of each employee is
estimated in terms of man-hours after giving due weight age to absenteeism, and then the
required number of employees is calculated.

14
Ex: Planned operation during the year i.e., 1,60,000 units, standard man hours needed to
perform each unit is 0.25 hours, planned man hours needed is 40,000.

Work ability per employee in man-hours is 2000

Number of employees required = 40,000

2,000

2) Supply forecasting:

The fist step of forecasting the future supply of human resources is to obtain the data and
information about the present human resources (i.e., inventory)

Existing inventory: The data relating to present human resources inventory in term of
HR components, numbers, designation wise and department wise should be obtained.

a) Head counts regarding total wise, department wise, designation wise, pay role
wise etc.
b) A mixing of employee young and old is preferred by the organization (i.e.,
Inventory of skills, experience, values and capabilities)
c) Local and non-local wise inventory (Inventory of past performance and future
potentialities etc.)

Potential losses: The second step of supply forecasting is estimation of future losses of
human resources of each department and entire organization. Potential losses to the
organization include voluntary quits, deaths, retirements, dismissals, layoffs, disablement
due to ill health etc. The reasons for potential loss can be classified as,

i) Permanent total loss

ii) Permanent partial loss
iii) Temporary total loss

15
iv) Temporary partial loss.

i) Permanent total loss: It is due to labour turnover. Labour turnover is measure

by the formula

Labour turnover No. of employees left during a specified period * 100

Rate or ratio = Average no. of employees during the same period
Management has to calculate the rate of labour turnover, conduct exit interviews
regarding dismissals etc. This helps to forecast the rate of potential loss, reasons for loss
etc., and reduce the loss.

ii) Permanent partial loss: It consists of wastage of skills, capabilities etc. due to
ill health and involvement of employees in accidents such as loss can be estimated on the
basis of health of employees, working conditions, occupational diseases, safety measures
provided and past data relating to sickness rate and accidents rate.

This data suggest measures to be taken in order to minimize loss of HR.

Temporary total loss: This is due to the absenteeism and deputations out past
data about absenteeism, the reasons, measures already taken are under
implementation to minimize absenteeism helps to loss of HR sue to deputations
can be anticipated through agreements of one organization or employees with
other organization.
Temporary Partial loss: It includes consultancy, advisory and other services
offered by the employees to other.

Potential additions:

Similar to potential loss, there will also be additions to the present inventory to human
resource. Potential additions are new hires, promotions in, transfers in and demotions in.

16
These can be classified as,

Permanent total new hires.

Permanent partial skills
Temporary hires
Temporary Partial skills

a) Permanent total additions to the organization consist of new hires. It can be

estimated based on workload interim; program etc. Permanent total additions in
case of departments include promotions, demotions and transfers with in the
organization.
b) Permanent partial addition consists of acquisition of new skills, knowledge,
values etc., by the existing employees.
c) Temporary total deputations are estimated on the basis of agreements of the
organization with employees of the other companies.
d) Consultancy ad advisory services are needed and estimated based on future
changes in technology special programs, activities to be undertaken.

The difference between the potential loss and potential addition is to be added or
subtracted to the present inventory of human resources in order to forecast the supply of
human power.

Analyzing sources of supply:

After estimating future supply of human resources, sources of supply should be analyzed
with a view to ensure the availability. Both internal and external factors affecting human
power supply should be analyzed. Internal factors include training facilities salary levels,
interpersonal relations, company programs, promotional approximates, providing
challenging work etc.

17
The external factors are classified into local factors and national factors. Local factors
are population density in the area, local unemployment level and availability of
employees on part time, casual basis, outcome from local education and training
institutes, local transport and communication facilities etc.

National factors include trends in the growth of working population, training institutes
and schemes in the country and cultural factors, customers, social norms include national
education policy, impact of government, employment, regulations such as reservations
etc.

3) Estimating the net human resource requirement:

Net human resource requirement in terms of number and components are to be

determined for a future date and supply of human resources is to be found out.

4) Action plan or deployment, redundancy or retirement:

If future surplus is estimated, the organization has to plan for redeployment, redundancy
etc. If surplus is estimate din some jobs or departments where the deficit of employees is
estimated. Organizations should plan for the training or re-orientation before re-
deployment of employees. Redeployment takes place in the form of transfers.
Redundancy plan includes type of help to be extended to retrenched employees in the
form of compensation, help in getting jobs and priority in filling future vacancies.

5) Forecast future supply from all the sources:

If deficit is estimated in any department and in the entire organization management has to
forecast the future supply of human resources from various reasons like internal sources,
comparable organizations, education and training institutions, employment exchanges,
labour marketing etc.

18
6) Action plan for recruitment, development and internal mobility:

If the forecast relating to future supply of manpower from internal sources of the
organization shows favourable trends, the management man prefers internal candidates
and plan for promotion, transfer, training and development.

If suitable candidate will not be available from internal sources and if the forecast relating
to future apply from external sources from all the availability of required human
resources plan for recruitment and selection.

7) Modify the organizational plan:

If suture supply of human resources from all the external sources is estimated to
inadequate or less than the requirements the man power planner has to suggest the
management to alter or modify the organizational plan.

8) Retention plan:

Though there s the problem of unemployment, organization experiences shortage of some

categories of employee and some organizations experiences shortage of some other
categories of employee due to employee mobility.

Hence the organizations have to plan for retention of the existing employees by
improving the quality of work life and social security after recruitment.

9) Control and review mechanism:

After the action plan is implemented regarding deployment (like promotion, Transfer,
demotion, redundancy or retrenchment, recruitment, selections, training, development,

19
retention, human resources structure system) should be controlled with a view to keep
them in accordance with the plan.

THREE RANGES OF HUMAN RESOURCE PLANNING

The three ranges of human resource planning are: A. Short range (0 to 2 yrs)
B. Intermediate range (2 to 5yrs)
C. Long range (Beyond 5 yrs)

Short term Human Resource Planning

It involves the matching of present employees with their present jobs so that they may
perform their functions efficiently. In the short-run, only jobs can be adjusted or
modified to adjust with the individuals due to many constraints like legal, organizational
and social.

1. It is very difficult to throw an employee out of job. Hence, some adjustments

have to be made in the job itself the short-run. This short-term manpower
planning may be influenced by the following factors.

When employees are less qualified than the requirements: The following steps should be
taken:

1. Providing training,
2. Charge in the jobs,
3. Providing assistant to the man
4. Change of incumbent such as transfer or demotion,
5. Separation of the incumbent.

2. When the employee is more qualified then the requirement of job; the following
adjustments may be made;

20
 1. Job enlargement,
2. Additional charge,
3. Promotion of higher position (if Vacant)
4. Seeking counsel and advice from him,
5. Temporary assignments.

Intermediate-term human resource planning

The intermediate term human power planning is that where it lies in between the short-
range planning and long-range planning.

Long-term Human Resource Planning

In the long term planning the management has sufficient time gap to take necessary steps
and making the matching process a calculated exercise. It is planning for 10-15 or more
years in respect of human power requirement for the organization. In the long run the
management may take the following.

1. Projective human resource requirements

This will best meet future needs of the organization. As environment in which an
organization operates changes. The present organization structure may continue to be the
best.

The management must predict, as accurately as possible what jobs will be needed in
future. However, such prediction is neither easy nor always possible. Three problems
can be identified under projecting human power needs, such as,

1. Predicting the rate of loss of human power, and thus predict the need for
its replacements,

21
 2. Predicting the need for new human power over and above the nee for
replacement.
3. Determine the abilities necessary to man these jobs so that requirement ad
training process can be facilitated and analysis of these problems may help
in projecting the human power needs.

2. Human resource inventory and analysis

The human power inventory and analysis involves the appraising of present key
personnel and cataloguing their characteristics with out reference to specification to a
particularly position.

Inventory is a term used in relation to the counting of tangible objects such as raw
materials goods in progress, or finished product.

In human power inventory, however, the items involved are intangible. It is not simply
the counting of number of persons available presently, but is includes a cataloguing of
present of potential abilities and aptitudes.

The inventory should include young men who have good potential, as well as present
executives, because a good deal of shifting from position to position will undoubtedly
occur in future. The manpower inventory requires:

1. A determination of personnel to be inventoried,

2. A cataloguing of factual back grounding information on each individual,
3. Systematic and detailed appraisal of those individual and
4. Detailed study of those individuals deemed to process potential for development.

Thus, human power inventory provides information about present and future executives
in the organization. It may be complete and accurate than any unsystematic impression of
the general status of organization.

22
The existing and future gap in number of managerial personnel and their ability may be
ascertained through this inventory. It will from the basis for recruitment, selection and
training process.

3. Recruitment and selection

After making human resource inventory, the next step is the recruitment and selection of
suitable persons. These activities involve various functions of long-term nature.

4. Training and development

Training and development just the process of developing men to cope with the new
responsibilities. The efficiency of any organization depends on how will its members are
trained and developed.

There are two methods of long-range manpower planning. They are:

a) Direct method
b) Indirect method

Direct method involves directly estimating labour hours, no. of supervisors or particular
occupational needs etc.

Indirect method involves forecasting of general rules and regulations and also the figures
relating to production.

The Below chart shows the demand and supply internally and externally for all the short-
range (0 to 2 years), intermediate-range (2 to 5years) and long-range (beyond 5 years)
human resource planning.

23
 Short-range Intermediate- Long-range
(0 to 2 yrs) range (Beyond 5 yrs)
(2 to 5 yrs)
Demand for Authorized Operating needs Geographical
expansions, from budgets or capacity size of
technological plans, expansion or organization;
changes, new adjustments product line,
legislations, changes in
employee turnover, environment and
layoffs technology, labour
saving equipment
etc.
Supply of Departmental, Merger or Management
labour Internal Divisional, acquisition plans; expectations of
Promotions, quits, managerial and changing
deaths supervisory characteristics of
development employees and
programmes future man power
Supply of Area employment Labour market Management
labour External levels; no of projections, expectations of
employees needs business future conditions
development plans affecting immediate
decisions

24
 ORGANISATION PROFILE

CHAPTER III

COMPANY PROFILE

25
 An Overview of Apollo Health Street

Apollo Health Street Limited, a healthcare services company, offers business process
outsourcing and information technology solutions and services. Its service portfolio
includes revenue cycle management; medical collection, billing, coding, and
transcription; claims administration and adjudication; network and medical
management; back support services; and clinical information systems
implementation. The company also offers software development, integration, and
maintenance services to healthcare organizations; QA/QC testing services; and
telemedicine solutions. It serves providers, including hospitals, physicians, and
physician groups; and payers, which include insurer, commeKey developments for
Apollo Health Street Limited

Their Team

A company of healthcare veterans with a history in operating hospitals, the Apollo Health

Street team is intimately familiar with how healthcare works from hospitals to

physicians to payers to the information technology that connect them all.

Endorsements

Apollo Health Street is recognized for their leadership in developing and implementing

financial and IT solutions that exceed the competition. Providing superior customer

service, Apollo Health Street received the No. 1 Healthcare BPO Vendor ranking in both

the Payer and Provider segment and in Hospital Revenue Cycle Outsourcing by the

prestigious Black Book of Outsourcing Customer Satisfaction Survey.

The Black Book of Outsourcing guide presents a comprehensive overview of the costs

26
and benefits of outsourcing. Highly endorsed by industry experts, The Black Book of

Outsourcing by Brown and Wilson is a valuable tool for executives to successfully assess

and implement outsourcing.

Informatics

Among the best in healthcare IT, Apollo ranked 37th on Healthcare Informatics Top 100

List. The ranking, based solely on a companys revenue success in HIT, is compiled

based on self-reported survey data of their HIT revenue separate from overall company

revenue. A third party tabulates the information.

Key features and benefits of our solution:

Collaborative approach that works with your hospital to evaluate business processes
and implement workflow improvements
Qualified uninsured patients get help finding an alternative payment source
Policies and procedures that ensure fair and dignified collection for all patients
Complete and smooth transition, quick ramp-up to full productivity, positive impact
to cash flow, and timely billing of all third-party accounts
Resolution of denials and delays in third party payment processing, ensuring the
best A/R metrics possible
State-of-the-art credit analysis, advice on patient payment agreements, and the best
outcomes for self-pay collections
Reports on all of these performance items to enable informed decision-making.

SERVICES

Apollo Health Street works in four key service areas:

A company of healthcare veterans with a history in operating hospitals, the Apollo Health

27
Street team is intimately familiar with how healthcare works across the industry's

spectrum including the information technology that connect them all.

Hospital Services

Our first-hand, specialized knowledge of how hospitals and healthcare work informs

everything we do. Apollos leaders carry personal experience as hospital operators

around the country and our roots stem from a history in developing the revenue cycle

systems for one of the worlds most sophisticated healthcare providers.

Physician Services

From coding to billing to keeping you in line with strict compliance standards, our team

of healthcare experts brings the knowledge and tools your practice needs to stay ahead of

todays dynamic healthcare environment. Extending your teams resources, we help you

combat the challenges of decreasing reimbursement and tough regulatory standards with

a combination of smart technology, tested solutions, and global resources.

Payer Services

Our years of experience in servicing some of the nations largest providers and payers

means we know both sides of the industry and the regulations that guide them. Whether

you have a small and stable or a diverse and dynamic member base, our partnerships help

raise performance standards to match and in many cases exceed the highest

benchmarks in the industry while realizing significant cost savings.

IT / Strategic Solutions

From developing and implementing electronic medical record systems to providing

28
around-the-clock technology support, were ready to hit the ground running with a

custom solution. And well partner with leading software companies to ensure that your

custom solution is efficient, cost-effective and able to keep you ahead of todays

healthcare IT curve.

Apollo Health Street is an end-to-end healthcare focused services company, with

impeccable credentials, proven track record and unwavering commitment aimed at

delivering value added services to its clients. It is backed by the renowned Apollo

hospitals group, headquartered in India, whose integrated healthcare network involves 35

hospitals, 40 clinics and 100 plus pharmacy outlets, a workforce of 16000 including 4000

physicians.

Our services, management processes and qualified accredited professionals match

international standards.

We offer Business Process Outsourcing services to US healthcare providers and payers.

We aim to help healthcare providers and payers worldwide, save time and money, by

remotely executing their non-core health information management activities such as

medical transcription, coding, revenue cycle management and claims processing. By

doing so, we help our clients to focus on their core business, increase their productivity

and quality of service resulting in better customer satisfaction and higher revenues.

Our IT based business process solutions are designed to increase process efficiencies and

significantly reduce costs. Our offerings are tailored to meet the requirements of your

29
processes while keeping in mind the services you offer, the technologies that you

currently have in place and the direction in which you want to grow. Through

technologies that increase productivity and open up new sources of benefits to our

The Apollo group overall occupies more than 4 million square feet across India

(Hyderabad, Delhi, Madras, Bangalore, Bombay and other centers). Our global delivery

center currently occupies a fully furnished office space of 40,000 square feet,

accommodating 350 seats that can seat close to 600 people on a 2 -shift basis

Library - We have a library housing magazines and journals on various aspects of

healthcare such as Health Information Standards. Healthcare Financing, Healthcare

Technologies and region specific global healthcare trends clients, we have helped both

public and private sector healthcare organizations improve their business performance.

VISION

To become the leading Healthcare BPO and IT- Services company with a relentless

pursuit of people excellence

MISSION

Our mission is to demonstrate World-Class in India. We are committed to growth, to our

values, to ethical standards and to customer satisfaction at all times. We promise

30
our employees, clients and partner an extraordinary emphasis on service excellence and

the creation of sustained value.

OUR VALUES

Passion for Excellence

we shall aim at excellence in all our endeavors, both within the organization and the

market in which we deliver our services.

Integrity & Confidentiality

We shall conduct ourselves in a conscientious manner in all transactions and deal

with people professionally and transparently, while maintaining privacy and

confidentiality deserved by our customers.

Focus On Customer

we shall be empathetic, sensitive and responsive to the needs of our customers external

and internal.

Trust

we shall live up to the depth and assurance of the integrity of our character reposed in us

by our customers.

31
Respect For People

We recognize that people are the corner - stone of our success. We value our diversity as

a source of strength and at all times shall treat our colleagues with respect and dignity.

Benefit to Humanity

We shall remember that our work, in whichever sphere, is to be at all times, for the

greater benefit of the society and humanity at large.

Apollo Health Street is a global healthcare services company offering Business Process

Outsourcing and IT Solutions and Services to global clientele with its principle place of

business in the city of Hyderabad, India. Apollo is a focused pure-play health care

process outsourcing company with business presence and service delivery capabilities in

India, US and the UK.

ACHEIVEMENTS

We have doubled our staff strength to 900 FTEs in a span of one year.

We have been awarded the largest healthcare contract outsourced to an offshore

location.

Our clients, who have been with us for 5 years now, stand undisputable testimony
to the high standards of service we consistently delivery.

One of the significant highlights of the year 2005 was our Chairman, Dr. Prathap C.

Reddys visit to the US as part of a high level CEO Forum from India. The delegation,

which accompanied the Prime Minister of India, resolved to strengthen ties between the

two countries, and the future holds great promise of collaborations between us.

32
 AHS has been recommended for ISO 9001:2000 CERTIFICATION" and we have

been certified ISO 27001 (ISO 27001 replaced the original standard, BS 7799-2.).

The State Government awarded our MD, Ms. Sangita Reddy the TOP WOMAN

ENTREPRENEUR in the Information & Communication Technology sector for

the year 2005.

BPO

Apollo Health Street is an end-to-end focused global healthcare services company. We

offer back-office services to commercial and government health plans, managed care

organizations, third party administrators, pharmacy benefit management companies and

other payer organizations. Our processes significantly curtail the operational cost of care

administration and improve the bottom-line of our clients. Our clientele is among the top

five commercial payers in the US market.

BPO PROVIDER

Apollo Health Street offers end-to-end healthcare focused services to Physicians,

Physician groups & Hospitals. Our HIPAA compliant services, internationally recognized

information management processes and highly qualified professionals with industry-

approved accreditations deliver effective solutions to our clients. A combination of our

global delivery model, medical domain expertise, US market knowledge and customer

focus provides our clients with superior service and reduction in total cost of delivery by

30%. Our key services for physician groups and hospitals are:

33
 Revenue Cycle Management and Extended Business Office
Medical Collection
Medical Coding

BPO PAYER

We offer back-office services to Commercial and Government Health Plans, Managed

Care Organizations, Third Party Administrators, Consumer Directed Health Plans,

Pharmacy Benefit Management companies and other payer organizations. Our processes

significantly curtail the operational cost of care administration and improve the bottom-

line of our clients while letting them focus on their core activities. Our clientele is among

the top 5 commercial payers in the US market.

Claims Administration
Network Management
Back Support Services

IT DEVELOPMENT

With our in-depth understanding of both provider and payer business processes,

developing applications that EMPOWER providers and payers, is what we specialize in.

They in turn are able to focus on what they do best and improve the quality of care and

healthcare services. We partner with Healthcare vendors to develop high-end enterprise

applications for providers, payers, intermediaries, pharmaceutical companies and other

healthcare/life sciences entities.

We offer Software Development, Integration, Maintenance and Support services to

healthcare organizations, globally. We make this possible with a team of highly qualified

34
and experienced IT professionals and large pool of Healthcare consultants.

We specialize in:

Provider Applications
Payer Applications
Pharmacy Applications
E-Services

IT IMPLEMENTATION

We, at AHS follow a structured and well-defined implementation process. This includes

pre-implementation, implementation and post-implementation stage. Each stage has a

series of well-defined steps that are followed to ensure that our partners solution is

accepted and ready-to-roll with the client.

Our implementation team consists of Healthcare professionals or IT professionals who

have worked in Healthcare environment, working on Information Systems. Thereby, with

a better understanding of a Healthcare facility our implementation team ensures that the

application is implemented 'as it should be' and users appreciate the benefits that the

application will provide.

We partner with Healthcare Information Systems / other enterprise Healthcare application

vendors, to complement their development team. We partner with the following product

companies:

HIS (For both clinical and administrative modules)

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 PACS
Claims Management Systems
Healthcare Supply-Chain Mgmt. Systems
EHR/ EMR in hospitals
Practice Management Systems in hospitals/ large provider practices

Apollo Health Street, Jubilee Hills

The present project which is concerned with Human Resource Planning is done in
Apollo Health Street, Jubilee Hills, Hyderabad. A brief introduction includes:

This branch is a 550-bed tertiary care centre. It has over 50 medical and surgical

disciplines. Spread over a campus area of 35acres, the hospital has a built-up area of

190,000 square feet. Its services are supported by sophisticated technology and

Experienced medical professionals.

The first PET CT Scanner in India was installed at Apollo Hospitals, Hyderabad in
January of 2005.

Most of the consultants at the hospital have international experience either educational,

work experience related or observational. The average staff to patient ratio for the

hospital is 3:1 with a 1:1 ratio prevailing in priority areas like the Intensive Care Unit and

the Cardiac Care Unit

Apollo Hospitals, Hyderabad handles close to 100,000 patients a year. International

patients from Tanzania, tha USA, the UAE, Kenya, Oman and neighbouring Asian

countries are treated by the hospital every year.

36
 DATA ANALYSIS AND

PRESENTATION

CHAPTER-IV

37
DATA INTERPRETATION

1) Do you think that recruiting process is efficient in your organization?

Options Respondents % of respondents

Yes 100 100

No 0 0

Total 100 100

Interpretation:

From the table and the chart, it is clear that 100% of the employees agreed that the
current recruiting process is efficient in their organization.

2) Are you satisfied with the rounds of interview in your organization?

38
 Options Respondents % of respondents

Yes 92 92

No 8 8

Total 100 100

Interpretation:

From the above table and chart, it is understood that 92% of employees are satisfied
with the rounds in interview and 8% are not satisfied.

39
3) Did you get recognized for your work in your organization and compensated
well?

Options Respondents % of respondents

Yes 25 25

No 75 75

Total 100 100

Interpretation:

From the above table and chart, it is clear that only 25% of the employees agree that
their work is recognized and are compensated well and 75% disagree.

40
 4) Do you think that all the business processes in your organization are running
smoothly?

Options Respondents % of respondents

Agree 70 70

Disagree 30 30

Total 100 100

Interpretation:

From the above table, it is understood that 70% of the employees said that all the
business processes in Apollo are running smoothly and 30% said vice versa.

41
5) Is training in your organization motivates you and is it helpful?

Options Respondents % of respondents

Yes 100 100

No 0 0

Total 100 100

Interpretation:

From the above table and the chart, it is clear that the training provided by Apollo health
street to its employees motivates and helps them.

42
 6) Are you satisfied with the compensation and incentives provided by the
organization?

Options Respondents % of respondents

Yes 91 91

No 9 9

Total 100 100

Interpretation:

From the above table and the chart, it is clear that 91% of the employees are satisfied
with the compensation and incentives provided by Apollo Health Street and 9% of them
are not satisfied.

43
7) Do you think that you have a better working conditions in your organization?

Options Respondents % of respondents

high 80 80

average 15 15

low 5 5

Total 100 100

Interpretation:

From the above table and the chart, it is understood that 80% of the employees said that
there is high working condition, 15% said average working condition and 55 said there is
low working condition in their organization respectively.

44
 8) Does the management evaluate the individuals performance and provide
performance appraisal to best employees?

Options Respondents % of respondents

Agree 20 20

strongly agree 79 79

Disagree 1 1

strongly disagree 0 0

Total 100 100

Interpretation:

From the above table and the chart, it is clear that 20% of the employees agreed that the
management evaluates individuals performance and provide performance appraisal to
best employees. 25% of them strongly agree and 1% disagree to this statement.

9) Is there proper communication between management and employees?

45
 Options Respondents % of respondents

Yes 30 30

No 70 70

Total 100 100

Interpretation:

From the above table and the chart, it is clear that 30% of the employees agreed that
there is proper communication between management and employees in their
organization and 70% of them said vice versa.

10) Do you think that there is a career development in your organization?

46
 Options Respondents % of respondents

Yes 98 98

No 2 2

Total 100 100

Interpretation:

From the above table and the chart, it is understood that 98% of the employees agreed
that there is career development in their organization and 2% of them disagreed.

11) Does the organization provide you and your family with any these benefits?

47
 Options Respondents % of respondents

Medical facilities 100 100

Recreational facilities 0 0

Educational facilities 0 0

All 0 0

None 0 0

Total 100 100

Interpretation:

From the above table and the chart, it is clear that total 100 workers of Apollo health
street agreed that their organization provides medical facilities to them and their
families.

12) Do you think that there is efficient monitoring, control and supervision in your
organization?

48
 Options Respondents % of respondents

Yes 33 33

No 67 67

Total 100 100

Interpretation:

From the above table and the chart, it is clear that 67% of them agreed that there is no
efficient monitoring, control and supervision in their organization and 33% of them
agreed that there is efficient monitoring, control and supervision in the organization.

13) What are your expectations from your employer?

Options Respondents % of respondents

49
Motivation & recognition 2 2

Recognition & acceptance 2 2

Trust factor 0 0

Autonomy in work 12 12

All 84 84

Total 100 100

Interpretation:

From the above table and the chart, it is understood that 2% of the employees expect
motivation & guidance from their employer, 2% expect recognition & recognition and
acceptance, 12% expect autonomy in work and 84% expect all from their employer
respectively.

14) Overall, are you satisfied with your job?

Options Respondents % of respondents

satisfy 67 67
33
dissatisfy
50 33

Total 100 100

Interpretation:

From the above table and chart, it is clear that 67% of the employees are satisfied with
their job and 33% of them are not satisfied with their job in the organization.

15) Is Hiring and employee selection in your organization meets the standards?

Options Respondents % of respondents

Yes 94 94

No 6 6

Total 100 100

51
 Interpretation:

From the above table and the chart, it is clear that 94% of the employees agreed that
the employee selection meets the standards and 6% didnt agree.

SUMMARY
52
 &
CONCLUSIONS

CHAPTER V

FINDINGS

Almost all the employees feel free to offer their comments and suggestions.
Most of the employees are satisfied with the recruitment process and

rounds conducted at the time of interview.

Most of the employees agree that the organization conducts efficient

training to its employees.

Most of the employees are satisfied with their compensation and other

incentives from their organization.

53
 Most of the employees agreed that the management evaluates individuals

performance and provides performance appraisal.

It is evident from majority of the employees that there is no proper

communication between the management and the personnel.

Majority of the employees agreed that there is career development in their

organization.
It is clear that Apollo health street provides 100% medical facilities to its

employees and their families.

Most of the employees said that there is lack of efficient monitoring,

control and supervision in their organization.

It is very clear that employee selection is good but, most of the employees

are not fully satisfied with their job their organization.

SUGGESTIONS

Based on the analysis conducted in the organization the following are the

recommendations made to the organization.

As majority of the employees are dissatisfied with lack of communication

between themselves and the management, the management of Apollo

should focus on improving the communication and coordination between

themselves and the employees because this will surely increase the

motivation and performance of the workers.

There is inefficiency in monitoring, control and supervision in the

organization. As such the organization must take necessary steps to make

the organization 100% successful.

Some of the tips are:

1) Superiors and heads of the departments should speak politely to their

sub-ordinates.
2) They must also encourage the employees intimes of necessity.

54
 3) Superiors must takecare of everything regarding the employees so that

they maintain proper balance between their work and personal life,

because personal life shouldnt effect the work.

CONCLUSION

Apollo Health Street provides 100% medical facilities to its employees and its

employees and their families. Employees agreed that there is career development in

their organization and management evaluates individuals performance and provides

Performance Appraisal. Employees at Apollo Health Street are satisfied with their

compensation and other incentives from their organization. Most of the employees are

satisfied with recruitment process and agree that organization conducts efficient training

to its employees.

55
 BIBLIOGRAPHY

CHAPTER-VI

56
 BIBLIOGRAPHY

NAME OF THE BOOK AUTHOR

Managing personnel & the human DR.ANJALI GHANEKAR

resource development way Millenium Edition 2000.

Personnel Management and R.S.DAVAR

Industrial relations

Human Resource Management MR.ROBBINS

Effective Business Communication MATTHUKUTTY MM

Strategies

Human Resources Management MR.ASHWATTHAPPA

Human power Planning Prasad Ryali, Kee Kom

Communications

Web sites

www.google.com
www.wikipedia.com
www.citehr.com

57
APPENDICES

58
 CHAPTER-VII
APPENDICES-A

Mr. Raman (chairman)

Jagadeeshwararao Damodhar rao Ravi varma

Abhi Praveen Mr. Udaykiran

(CFO) (HRM)

J.v.l.n.r.Maiterya Subbarao
(Marketing manager) (BDM Health Sector)

Padmanabham Roja Ramani

(Project manager) (Project Lead health)

59
 Seenu Babu Saibaba
(AMM Corporate) (Finance manager)
A.V.S.Vasantha
(Administration manager)

Marketing Marketing
executive executive

Business development Business development

executive executive

60
APPENDICES-B

QUESTIONNAIRE

Name of the employee:

Designation:
Experience:
_______________________________________________________________

61
 1. Do you think that recruiting process is efficient in your organization?

(a) Yes (b) No

2. Are you satisfied with the rounds of interview in your organization?

(a) Yes (b) No

3. Did you get recognized for your work in your organization and compensated
well?

(a) Yes (b) No

4. Do you think that all the business processes in your organization are running
smoothly?

(a) Agree (b) Disagree

5. Is training in your organization motivates you and is it helpful?

(a) Yes (b) No

6. Are you satisfied with the compensation and incentives provided by the
organization?

(a) Yes (b) No

7. Do you think that you have a better working conditions in your organization?

(a) High (b) Average (c) Low

8. Does the management evaluate the individuals performance and provide

performance appraisal to best employees?

(a) Agree (b) Strongly agree

(c) Disagree (d) Strongly Disagree

9. Is there proper communication between management and employees?

(a) Yes (b) No

10. Do you think that there is a career development in your organization?

62
 (a) Yes (b) No

11. Does the organization provide you and your family with any these benefits?

(a) Medical facilities (b) Recreational facilities

(c) Educational facilities (d) All

(e) None

12. Do you think that there is efficient monitoring, control and supervision in your
organization?

(a) Yes (b) No

13. What are your expectations from your employer?

(a) Motivation & recognition (b) Recognition & acceptance

(c) Trust factor (d) Autonomy in work

(e) All

14. Overall, are you satisfied with your job?

(a) Satisfy (b) Dissatisfy

15. Is Hiring and employee selection in your organization meets the standards?

(a) Yes (b) No

63
64