Infosys BPO  Infosys BPO Limited (formerly Progeon Limited) is the BPO (Business Process Outsourcing) subsidiary of Infosys Technologies Ltd.  The company was started as Progeon Limited in April 2002 and is today among the top third-party BPOs in India according to NASSCOM.  Infosys BPO closed FY with a revenue of $ million with 11 centers worldwide employing 16,295 employees and 44 clients.  It has its headquarters in Bangalore

Offerings  Aerospace and Automotive  Banking and Capital Markets  Communication Service Providers  Energy and Utilities  Healthcare  Insurance  Life Sciences  Manufacturing  Media and Entertainment  Retail and Consumer Packaged Goods  Services  Transportation and Services

5 June 20164

There are three types of training need analysis done in Infosys:  Organizational need analysis  Job need analysis  Person need analysis. 5 June 20165

This includes:  Define Infosys's Short Term Goals/Objectives  Define Infosys's Long Term Goals/Objectives  Human Resource Analysis  Efficiency Indexes Assessment  Assessment of the organizational climate 5 June 20166

The specific content of present or anticipated jobs is examined through job analysis. For existing jobs,  Information on the tasks to be performed (contained in job descriptions),  The skills necessary to perform those tasks (drawn from job qualifications),  The minimum acceptable standards (obtained from performance appraisals) are gathered. This information can then be used to ensure that training programs are job specific and useful. 5 June 20167

 Person needs analysis can be either broad or narrow in scope.  The broader approach compares actual performance with the minimum acceptable standards of performance. Based on the actual, current job performance of an employee; therefore, it can be used to determine training needs for the current job.  The narrower approach compares an evaluation of employee proficiency on each required skill dimension with the proficiency level required for each skill. Used to identify development needs for future jobs. 5 June 20168

 Teams:-  Corporate training team  Organisational development team  Corporate training team caters to band B only-process executive & senior process executive  OD team caters to band C and above  Total number of people in T&D dept-30 5 June 20169

 Training dept is divided across 5 verticals 1-communication service providers e.g. british telecom. 2-banking and capital market e.g. UBS, Deutsche. 3-manufacturing vertical e.g. Cisco, ingram micro 4-insurance and health care-Aon 5-emerging markets-yahoo and British petroleum 5 June

 Conference  Lecture  Seminar  Demonstration  Panel  Role Playing  Case Studies  Simulations  Self-Discovery  Movies/Videos/Computer based Trainings  On-the-job training  Mentoring 5 June INDIAN BUSINESS ACADEMY

 Classroom  Halls  Mysore campus:-world’s biggest training centre 5 June

 It is a Rs. 260 crore corporate training centre.  It adds 12,000 employees every year.  The US $ 60 million training centre is housed in a 270 acre campus at Mysore  Facilities at the training centre of the Infosys comprise food court, employee care centre, theatre, and education research block, beside the trainee hostel.

 In-house training team  Except for operations management for band C, done through vendors e.g. On Track. 5 June

 Types of training is different for different hierarchy levels. It is mainly divided into 2 types  For band B  For band C and above  For a period of 2-3 yrs with the company these employees have to go through certain number of trainings… 5 June

 Induction  Voice and accent training  Process training  6 months training process  recruits in band B have to go through the following training programs during a period of 2-3 yrs… 5 June

 Domain training-for specific verticals they have to go for certifications called as domain certifications e.g. t100. -This is mainly a benchmark for process know how.  Quality training-six sigma certifications. 5 June

 Competency based training:- 1)Soft skills training:- communication, presentation, cultural sensitivity, client interface training. MIND-mentoring, innovating, negotiating, developing. It is for self-awareness and self evaluation, mainly focuses on EQ. Transactional analysis-for understanding your own personality 5 June

 Technical training:- etiquettes. excel training. presentation skills. 5 June

 Induction-1day, joining formalities  Buddy program-one month -it is basically an assistance provided by a peer employee which helps the new recruit understand the process, understand dynamics of the client, client requirement, culture, values.  recruits in band C and above have to go through the following training programs during a period of 2-3 yrs… 5 June

Operations management:-  Deal with operations complexity  Focus on interpersonal evaluation  Conflict management  Confidence management 5 June

Leadership fundamentals:-  Harnessing leadership qualities Appraisal skills workshop:-  How to evaluate sub-ordinates  How to handle escalations  How to appraise 5 June

Quality training:-  six sigma:-green belt-black belt Domain training:-  T200 and T300 certifications. Middle Management Leadership Program (MMLP):-  For band C employees-team leads  It harnesses their leadership qualities, available for high performers. 5 June

Career pathing:-  Chalk out career path for all  Should have completed 18 months in Infosys.  Provided by career counselor. Higher education:-  MBA  50% of the fees is reimbursed. 5 June

Performance Development Plan:-  A sheet which the employee and manager has to fill where both of them have to provide information which all areas the employee has improved in. Projects:-  Small term projects like on Six Sigma, where at the end of it the employee has to give presentations to the training team. 5 June

Questionnaire:-  Feed back from the employees on the quality and content of training  Analysis is done on it and than it is scaled. 5 June