1

CHAPTER 1 INTRODUCTION

1.1

INTRODUCTION TO THE STUDY

An organization, whether a business or an industrial enterprise need customers for its survival and growth. The success and failure of an organization depends on its customers. So it is the utmost duty of any organizational members to look after their customers needs and wants and make them satisfied with their product or service.

It is ideal from any organizations part of view that customers are the only assets.

Who is a customer?

A customer is a person who adopts and uses a product or service which fulfill his requirement. Customers are us! Everyone is a customer. A customer will not be a customer all the time and even not be a consumer of the same products or services.

What is CRM?

CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customers' needs and behavior in order to develop stronger relationships with them. The more useful way to think about CRM is as a

2 process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.

CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.

Using CRM, a business can:

Provide better customer service. Increase customer revenues. Discover new customers. Cross sell/Up sells products more effectively. Help sales staff close deals faster. Make call centers more efficient. Simplify marketing and sales processes.

The evolution of CRM

It is not suddenly that the business managers have realized that the customer is supreme or the need to render personalized service. However, it was not possible to address the preferences of a massive group of widely dispersed individuals. Neither the tools nor the technology was available. The smart business managers did the next best thing, which was to conduct a market research and classify the market into broad segments with different preferences. The product managers would (and still do) then position their products catering broadly to these segments.

3 The commercial penetration of Internet into the homes changed everything. It provided the means to take the integrated enterprise information system to the customer's living room. He could buy, sell or bank sitting there, while uniquely identifying himself.

Why should one adopt CRM?

CEOs are realizing those who are not able to come up with effective CRM strategies risk being edged out of business. Customer is the king and the business strategies must be built for ensuring customer loyalty. It costs six times more to create a new customer than retain an old one.

Increased sales revenues. Increased responsiveness. Increased win rates. Increased margins. Reduced cost.

To introduce a new customer it cost Rs 10/- , to retain a customer it cost Rs 1/but to bring back an old customer it cost Rs100/- . So building rapport with the customers and creating a friendly service oriented environment leads to a good customer relationship management.

4 1.2 INDUSTRY PROFILE

Human resources (HR) is a general term meant to cover a wide range of activities. Some of the work that falls to HR professionals includes hiring and firing employees, creating organizational charts and shaping corporate culture after a merger or acquisition, managing employee communications, settling employee disputes, creating benefits programs, navigating government regulations, dealing with legal issues such as sexual harassment and occupational safety, and setting up policy and programs for measuring performance, compensating, recognizing, and training employees. In other words, HR doesnt consist of a single activity or function but a huge network of them; basically, HR refers to everything related to the employer/employee relationship. Both specialists and generalists can find a home here, with specialist tracks ranging from training to pension plan administration to legal compliance. In HR, theres something for just about everyone.

Long considered a support role, in recent years HR has taken on an increasingly strategic dimension in the world of business as managers have recognized employees as a source of competitive advantage. Meanwhile, globalization has complicated the HR role, creating new challenges, such as managing employees and overseeing employee regulations in different countries and cultures, while technology has created a new array of opportunities for streamlining HR administration and practiceeverything from putting benefits programs online to e-learning to automating payroll and other administrative HR tasks.

The responsibilities and activities of HR practitioners vary depending on the size of company. At a small company, the HR professional will usually wear many hats, whereas at bigger companies youll find both generalist and specialist HR roles. Large Fortune 500 companies, for instance, divide HR into corporate and field operations, with those on the corporate side setting policy and those in the field working with divisions to

5 implement programs and handle day-to-day issues. Many smaller and midsized businesses, or those of less than 1,000 employees, are increasingly outsourcing some or even all of the HR functions. A few responsibilities that fall to HR in both small and large organizations, such as staffing and executive recruitment, compensation and benefits consulting, and HR systems, have grown into multibillion-dollar service sectors designed to support in-house HR functions.

Human resources act as the mediator between an organizations management and its workers. This requires wearing many hats: Its an HR administrators job to make sure that employees are working in a safe environment, that disputes are settled, and that benefits are understood and functioning properly. At the same time, HR is charged with recruiting new employees who will both fit in well and help the company achieve profitability. They also represent management when negotiating for benefits with companies administering these benefits and when implementing companywide policies that will ultimately lower costs or boost profits. The needs of HR cover a wide range of tasks and, therefore, require someone who is not only good with people, but also organized, analytical, business-minded, and able to juggle many projects at once.

Recruiters need to know what the best ways are to attract potential employees, such as running ads, searching the Internet, attending job fairs, and interviewing at schools. Recruiters communicate with prospective employees about personnel policies, wages, benefit packages, working conditions, and promotional opportunities. Recruiters also screen, interview, test, and check the references of applicants.

In essence, consultants are hired advisors to corporations. They tackle a wide variety of business problems and provide solutions for their clients. Depending on the size and chosen strategy of the firm, these problems can be as straightforward as researching a new market or as complex as totally rethinking the clients organization. No matter what the engagement, the power that management consultants wield is hard to

6 scoff at. They can advise a client to acquire a related company worth hundreds of millions of dollars, or reduce the size of its workforce by thousands of employees.

Consulting is a big, one-size-fits-all term that includes virtually any form of advice-giving. This industry overview focuses primarily on the flavor known as management consulting. Often called strategy consulting, this segment of the industry includes firms that specialize in providing advice about strategic and core operational issues. Although some of the highest profile firms populate this segment, theyre not the only ones doing consulting.

Human Resources Consulting

Consulting for HR is a huge business. Most of the major consulting firms offer service lines related to HR. Consultants in these areas work on everything from creating more effective organizations, to managing change, to developing training programs, to managing health-care programs for their clients. The work is often strategic, focusing on the people issues of running a large company. A lot of it is data-driven; too, such as in actuarial consulting, which involves financial planning based on the companys longterm hiring projections.

HR Consulting can include everything from designing an employee evaluation and compensation system to conducting organizational effectiveness training to helping an organization through a significant change event, such as a merger. HR consultants often work as long and travel as much as their counterparts in general management consulting. Representative firms include Accenture (Change Management Group), Buck Consultants, Hay Group, Hewitt Associates, Mercer Human Resource Consulting, Towers Perrin, and Watson Wyatt & Company.

7 In the industry, a headhunter is formally known as an executive recruiter. Typically, a headhunter earns his or her living by recruiting top-notch candidates for hard-to-fill corporate positions. The basic premise of executive recruiting is that really good candidates are happy in their current jobs and are not likely to read (or respond to) want ads in newspapers or on the Internet. Ideally, executive recruiters, begin each recruiting assignment by carefully gathering the specific requirements for the job to be filled. They then attempt to locate the ideal candidate using their network of contacts in business and industry.

Interestingly, Indians in the US, after their failed foray into the consulting and body-shopping businesses have taken to headhunting. Many consultants and IT professionals also moonlight as middlemen placing their friends and colleagues into positions they become aware of. Of course the slowing economy means that such moonlighters are giving way to value added recruiters.

With projects increasingly being outsourced to India, companies there are probably starting to look for talented individuals with the right skills who can hit the ground running. Use of Internet websites and e-mails helps them remain relatively anonymous. The flip side is that since most of the big recruitment push is coming from Indian companies and not international players, it will be hard for the bad apples to survive in the long run.

Indian Recruitment Industry Moves on the Internet

Around the world online recruitment had an ascending raise, from a market of approximately $ 300 millions in 2000 to almost 8 billion in 2005. The highest rate is owned by the United States, where 39% of the companies choose as recruitment method the internet; and the big boys (The Fortune 1000 companies) in a 90% proportion. In India it can be observed an ascending trend in using the internet as a recruitment method, in 2005, 10% of the jobs being placed online,

8 We estimate that 10-12% of the jobs are generated online, from which 75% can also be found in other channels of distribution, like newspapers or recruitment agencies with offline activity. With the growth of internet usage it will be observed a raise of online recruitment rate, with the lost of newspapers and other ways of promoting. We expect this sector to grow and consolidate, going 10-13 percent higher in 2006. From the jobs published on the internet the higher rate, of approximately 25-35%, is found in the IT sector.

Three Ages of Staffing

1. Temporary Staffing 1940s to 1988 Traditional staffing. Augmentation for sickness and holidays.

2. Flexible Staffing Solutions 1989 to 1998 Flexible staffing on a proactive basis. Growth of professional sectors.

3. Human Capital Management 1999 to present Outsourcing. Procurement. Technology and Staffing.

9 1.3 HR Consulting. COMPANY PROFILE

ICONIUM CONSULTING GROUP, the innovative recruitment, search, selection and training consulting organization. Set up in 1998 with a vision to become the most sought after recruitment consulting firm. With the mix of skill, experience, speed on commitment to delivery and deadlines with a strong culture of ethics; have consistently out performed their competitors and growing at a speed of 300% every year. They provide integrated recruitment solutions for corporates on a platform of business partnership and are not just a service provider.

The vision Is to become the top five recruitment consulting companies, the most sought after. The mission Is to obtain, manage, utilize, and maximize human resource information to provide exceptional executive search and recruitment consulting service to the corporates and the human talent on their specific requirements in a time bound, efficient, systematic and organized process.

The Service offered by ICONIUM CONSULTING GROUP is Executive Search, IT Recruitment, ITES Recruitment, Non-IT Recruitment, BPO and Temporary staffing, Corporate Training.

Executive Search:

The goal of this method is to reach candidates who are not actively on the job market, but whose professional experience and qualifications match the employers requirements.

10 Their business philosophy is Honest, Ethical approach, Efficient, Innovative, systematic and structured consulting process. Strict adherence to recruitment standards in long term view to relationships.

The Methodologies they adopt are internal search of our 100,000 strong databases, Focused networking and head hunting, Network based referencing, Sourcing through strategic regional associates, Web and portal search, Print and media search.

Process

To build the short list of potential incumbents, their research-based process ensures that they understand the business, work culture, the role clarification and the prospective incumbents profile, thus they minimize the time involved and eliminate the mismatches.

ICONIUM has made an image among all other consultancies with in a shorter time by means of value proposition, less professional fee, immediate replacement.

The evaluation process they adopt to every candidate is based on communication, personality traits, evaluating and analyzing the psychological, cultural, aptitude, attitudinal fitment, technical screening, HR screening, reference checking on personal, professional and social behavioral pattern.

11 1.4 REVIEW OF LITERATURE

It is suddenly that business managers have realized that the customer is supreme or the need to render personalized service. However, it was not possible to address the preferences of a massive group of widely dispersed individuals. Neither the tools nor the technology was available. The smart business managers did the next best thing, which was to conduct a market research and classify the market into broad segment with different preferences. The product managers would (and still do) then position their product catering broadly to these segments.

The information systems have evolved tremendously over the last three decades and so have the communication system. While Enterprise Resource Planning the management mantra of nineties offered the means to optimize resource planning at the enterprise level encompassing every area of the enterprise on a real time basis, there was still no means to connect to the customer. The customer had just too many locations.

The commercial penetration of internet into homes changed everything. Tit provided the means to take the integrated enterprise information system to the customers living room. He could buy, sell or bank sitting there while uniquely identifying himself.

This led to the evolution of customer relationship, which uses the Net to integrate the customer contact points directly with the enterprise. It provides the means to interact with every customer individually. The interacting over a period of time creates history that is available to the field sales/support personnel at the touch of a button.

12

Current trends in Customer Relationship Management

American and European Market Entering India Launching BPO. Microsoft Facing Problem over there customers E-mails as junk mails. Acquisition of Seibel by Oracle 4000 Customer and 3.4 million CRM users to oracle database. Biometric Sensing Proof recognition through voice and live finger prints. M Commerce Mobile Computing and data access through mobile phones.

Critical Success Factors

Some of the Critical Success Factors that must be evaluated: Identify mission and goal. Identify the function to be automated. Gain Top Management Support. Employ Technology Smartly. Prototype the Solution. Training. Allocate responsibility. Cross Department Management Team. Keep the Employees Motivated.

13

CHAPTER 2 NEED, OBJECTIVES AND LIMITATIONS OF THE STUDY

2.1

NEED FOR THE STUDY

Customers expectation changes in this changing environment. Customers expectation should be satisfied to gain the market share.

When focusing the recruitment industry customers expectations are based on the following attributes.

Turn around time Quality of CVs Quantity of CVs Cost In this business world, customers are the real owners. So each and every expectation of the customers has to be studied.

The major advantages lead by this study: Building good customer relationship. Knowing customers expectation. Removing customers Dissatisfaction. Retain current customer and gaining new one through studying customers expectation.

14 To increase the Market Share.

2.2

OBJECTIVES OF THE STUDY

Primary Objective

To study about CRM practices in ICONIUM CONSULTING GROUP a recruitment consulting firm.

Secondary Objective

1. To analyze the various customer relationship parameters with respect to various factors like turnaround time, cost, quality, services etc. 2. To evaluate the perception level of customers related to their recruitment agencies. 3. To study about the existing customer satisfaction level in the company.

15

2.3

LIMITATIONS OF THE STUDY

The validity and Reliability of the data obtained depends on the responses from the customers. Time at the disposal for the research was limited. The study was limited to a specific number of respondents, which did not cover the whole population There may be personal bias of the respondent, which affects the result of the study. Some of the respondents were time pressed this might have introduced small bias.

16

CHAPTER 3 RESEARCH METHODOLOGY

Research is an intensive study in a particular field to achieve at a better conclusion of a problem. Research Methodology is a systematic way of solving the problem. The methodologies followed for this study are as follows.

3.1

RESEARCH DESIGN

The research design is the basic framework or a plan for a study that guides the collection of data and analysis of data. In this market survey the design used is used Descriptive Research Design. It includes surveys and fact-finding enquiries of different kinds. The major purpose of descriptive research is description of state of affairs, as it exists at present.

The information are collected from the individuals and analyzed with the help of different statistical tools, for describing the relationship between various variables, pertaining to customer relationship in Iconium. Moreover cross table analysis has been done for processing the data and information is derived to attain the objectives of the study.

17

3.2

DATA COLLECTION METHOD

The data collected can be categorized into two types. a) Primary data b) Secondary data

The Primary data are those which are collected afresh for the first time, and thus happens to be original in character.

Among the various methods, which can be used to collect the primary data, the researcher has adopted two methods which are Personal Interview method and Structural Questionnaire method. The researcher has prepared structured questionnaires, which contained predominantly multiple choice questions. The respondents opinions are gathered with regard to the problem with the help of the questionnaires.

The tools used for collecting the Primary data are: Structured Questionnaire. Personal Interviewing.

The Secondary data are those which have already been collected by someone else and which have already passed through the statistical process. The secondary data is collected with the help of Company Website, Internet etc.

Both primary and secondary data collection have been taken for this research study.

18 3.3 SAMPLING

A sample is a smaller representation of a larger whole. When some of the elements are selected with the intention of finding out something about the population from which they are taken, that group of elements is referred as a sample, and the process of selection is called Sampling.

3.3.1

Sampling Unit

The respondents of the study are part of population of customers of Iconium Consulting. Each customer is considered to be the sampling unit

3.3.2

Sample Size

The size of the sample is 60, out of the total population 120.

3.3.3

Sampling Method

Stratified Simple Random Sampling Method is used in this study. The total population is divided into 3 strata namely IT, Non-IT and ITES. From each stratum 20 customers were taken as samples.

3.4

STATISTICAL TOOLS USED FOR THE STUDY

The collected data were analyzed with the help of Simple Percentage analysis, Weighted Average Method and Chi- Square Test.

19 3.4.1 Percentage Analysis

Percentage refers to a special kind of ratio in making comparison between two or more data and to describe relationships. Percentage can also be used to compare the relation terms the distribution of two or more sources of data.

Percentage of Respondents =

Number of Respondents --------------------------------- X 100 Total Respondents

3.4.2

Ranking Method (Weighted Average Method)

In this method the respondents were asked to rank their opinion about the characteristics of the company. The order of merit given by the respondents was converted into ranks by using the following formula.

Weightage Score = Where Wi Xj 3.4.3 -

WiXj Weightage value Ranking position value

Chi-Square Analysis

Chi-square is a non-parametric test of statistical significance for bivariate tabular analysis. A non-parametric test, like chi square, is a rough estimate of confidence.

20 Chi-square is used most frequently to test the statistical significance of results reported in bivariate tables and interpreting bivariate tables is integral to interpreting the results of a chi-square test.

Chi Square Test Method

The Chi square method is the application of testing the significant difference between observed and expected values.

Null Hypothesis (H0):

The hypothesis, or assumption, about a population parameter we wish to test, usually an assumption of the status quo.

Alternative Hypothesis (H1)

The conclusion we accept when the data fail to support the null hypothesis.

Statistical Test: Chisquare test ( 2) =

(O E ) 2 E

Degrees of freedom whereas, O E R C

= = = = =

(R-1) (C-1) Observed frequency Expected frequency Number of rows Number of columns

21

To find E : Row Total Column Total ----------------------------------Grand Total

Expected Frequency =

Level of Significance ():

A value indicating the percentage of sample values that is outside certain limits, assuming the null hypothesis is correct, that is, the probability of rejecting the null hypothesis when it is true.

22

CHAPTER 4 ANALYSIS AND INTERPRETATION

4.1

PERCENTAGE ANALYSIS

TABLE NO. 4.1.1 DESIGNATION OF THE RESPONDENTS S.No. 1. 2. 3. Designation Asst. Manager Sr. HR Managers HR Executive Total No. of Respondent 9 3 48 60 Percentage 15.0 5.0 80.0 100.0

Inference

It is inferred from the above table that 15.0% of the respondents are Assistant manager, 5.0% of the respondents are Senior HR Manager and 80.0% of the respondents are HR executives.

It is concluded from the above table that maximum number of the respondents are HR executives.

23

TABLE NO. 4.1.2 EXPERIENCE OF THE RESPONDENTS S.No. 1. 2. Experience Below 5 years Above 5 years Total No. of Respondent 27 33 60 Percentage 45.0 55.0 100.0

Inference

It is observed from the above table that 45.0% of the respondents are having below 5 years of experience and 55.0% of the respondents are having above 5 years of experience.

It is concluded from the above table that maximum number of the respondents are having above 5 years of experience.

24

25

TABLE NO. 4.1.3 ASSOCIATION WITH ICONIUM S.No. 1. 2. 3. 4. No. of year Less than 1 year 1 year 3 years 3 years 5 years More than 5 years Total No. of Respondent 28 18 8 6 60 Percentage 46.7 30.0 13.3 10.0 100.0

Inference

It is noted from the above table that 46.7% of the respondents are associated with Iconium for less than 1 year, 30.0% of the respondents are associated between 1 year to 3 years, 13.3% of the respondents are associated between 3 years to 5 years and 10.0% of the respondents are associated above 5 years.

It is concluded from the above table that maximum number of the respondents are associated less than 1 year.

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TABLE NO. 4.1.4 THE APPROACH FROM ICONIUM IN GETTING REQUIREMENTS S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total 60 100.0 No. of Respondent 17 40 3 Percentage 28.3 66.7 5.0

Inference

It is identified from the above table that 28.3% of the respondents are highly satisfied of the approach in getting the requirements, 66.7% of the respondents are satisfied of the approach in getting the requirements and 5.0% of the respondents are neither satisfied nor dissatisfied of the approach in getting the requirements.

It is concluded from the above table that maximum number of the respondents are satisfied over the approach from ICONIUM in getting the requirements.

28

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TABLE NO. 4.1.5 SATISFACTION LEVEL PERTAINING TO THE UNDERSTANDING OVER CUSTOMERS REQUIREMENT S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total 60 100.0 No. of Respondent 18 37 5 Percentage 30.0 61.7 8.3

Inference

It is observed from the above table that 30.0% of the respondents are highly satisfied over the understanding about their requirements, 61.7% of the respondents are satisfied over the understanding about their requirements and 8.3% of the respondents are neither satisfied nor dissatisfied over the understanding about their requirements.

It is concluded from the above table that maximum number of the respondents are satisfied over the understanding about their requirements.

30

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TABLE NO. 4.1.6 SATISFACTION LEVEL ON THE TURN AROUND TIME S.No. 1. 2. 3. 4. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Total No. of Respondent 22 29 7 2 60 Percentage 36.7 48.3 11.7 3.3 100.0

Inference

It is noted from the above table that 36.7% of the respondents are highly satisfied on the turn around time of their requirements, 48.3% of the respondents are satisfied on the turn around time of their requirements, 11.7% of the respondents are neither satisfied nor dissatisfied on the turn around time of their requirements and 3.3% of the respondents are dissatisfied on the turn around time of their requirements,

It is concluded from the above table that maximum number of the respondents are satisfied on the turn around time of their requirements.

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TABLE NO. 4.1.7 SATISFACTION LEVEL PERTAINING TO IMMEDIATE OR INITIALS DELIVERY QUALITY S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total Inference 60 100.0 No. of Respondent 24 32 4 Percentage 40.0 53.3 6.7

It is known from the above table that 40.0% of the respondents are highly satisfied on the immediate or initials delivery quality, 53.3% of the respondents are satisfied on the immediate or initials delivery quality and 6.7% of the respondents are neither satisfied nor dissatisfied on the immediate or initials delivery quality.

It is concluded from the above table that maximum number of the respondents are satisfied on the immediate or initials delivery quality.

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TABLE NO. 4.1.8 SATISFACTION LEVEL PERTAINING TO THE PROCESS OF SOURCING S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total No. of Respondent 18 32 10 60 Percentage 30.0 53.3 16.7 100.0

Inference

It is followed from the above table that 30.0% of the respondents are highly satisfied on the process of sourcing, 53.3% of the respondents are satisfied on the process of sourcing and 16.7% of the respondents are neither satisfied nor dissatisfied on the process of sourcing.

It is concluded from the above table that maximum number of the respondents are satisfied on the process of sourcing.

36

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TABLE NO. 4.1.9 OPINION ABOUT THE PROCESS OF VALIDATION S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total No. of Respondent 32 24 4 60 Percentage 53.3 40.0 6.6 100.0

Inference

It is identified from the above table that 53.3% of the respondents are highly satisfied on the process of validation, 40.0% of the respondents are satisfied on the process of validation and 6.6% of the respondents are neither satisfied nor dissatisfied on the process of validation.

It is concluded from the above table that maximum number of the respondents are highly satisfied on the process of validation.

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TABLE NO. 4.1.10 OPINION ABOUT THE CANDIDATE PROFILE & PRESENTATION FORMAT S.No. 1. 2. 3. 4. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Total No. of Respondent 35 20 3 2 60 Percentage 58.3 33.3 5.0 3.4 100.0

Inference

It is obvious from the above table that 58.3% of the respondents are highly satisfied on the candidate profile & presentation format, 33.3% of the respondents are satisfied on the candidate profile & presentation format, 5.0% of the respondents are neither satisfied nor dissatisfied on the candidate profile & presentation format and 3.4% of the respondents are dissatisfied on the candidate profile presentation format. It is concluded from the above table that maximum number of the respondents are highly satisfied on the candidate profile & presentation format.

40

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TABLE NO. 4.1.11 PROCESS OF SCHEDULING AND MEETING INTERVIEW DATES S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total No. of Respondent 19 29 12 60 Percentage 31.7 48.3 20.0 100.0

Inference It is inferred from the above table that 31.7% of the respondents are highly satisfied on the process of scheduling and meeting interview dates, 48.3% of the respondents are satisfied on the process of scheduling and meeting interview dates and 20.0% of the respondents are neither satisfied nor dissatisfied on the process of scheduling and meeting interview dates.

It is concluded from the above table that maximum number of the respondents are satisfied on the process of scheduling and meeting interview dates.

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TABLE NO. 4.1.12 OPINION ABOUT THE PROCESS OF POST OFFER MANAGEMENT S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total 60 100.0 No. of Respondent 14 24 22 Percentage 23.3 40.0 36.7

Inference

It is identified from the above table that 23.3% of the respondents are highly satisfied on the process of post offer management, 40.0% of the respondents are satisfied on the process of post offer management and 36.7% of the respondents are neither satisfied nor dissatisfied on the process of post offer management.

It is concluded from the above table that maximum number of the respondents are satisfied on the process of post offer management.

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TABLE NO. 4.1.13 OPINION ABOUT THE COMMITMENT OF REQUIREMENT DELIVERY S.No. 1. 2. 3. 4. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Total No. of Respondent 11 41 5 3 60 Percentage 18.3 68.3 8.4 5.0 100.0

Inference

It is known from the above table that 18.3% of the respondents are highly satisfied on the commitment of requirement delivery, 68.3% of the respondents are satisfied on the commitment of requirement delivery, 8.4% of the respondents are neither satisfied nor dissatisfied on the commitment of requirement delivery and 5.0% of the respondents are dissatisfied on the commitment of requirement delivery.

It is concluded from the above table that maximum number of the respondents are satisfied on the commitment of requirement delivery.

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TABLE NO. 4.1.14 OPINION ABOUT THE FEEDBACK ON THE DELIVERY S.No. 1. 2. 3. Opinion Very good Good Fair Total Inference No. of Respondent 24 34 2 60 Percentage 40.0 56.7 3.3 100.0

It is stated from the above table that 40.0% of the respondents opinion about the feedback on the delivery is very good, 56.7% of the respondents opinion about the feedback on the delivery is good and 3.3% of the respondents opinion about the feedback on the delivery is fair.

It is concluded from the above table that maximum number of the respondents opinion about the feedback on the delivery is very good.

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TABLE NO. 4.1.15 OPINION ABOUT ICONIUM TO ADVERTISE ITSELF TO ATTRACT CUSTOMERS ATTENTION S.No. 1. 2. Yes No Total Inference Opinion No. of Respondent 3 57 60 Percentage 5.0 95.0 100.0

It is obtained from the above table that 5.0% of the respondents are accepting Iconium to advertise itself to attract customers attention and 95.0% of the respondents are not accepting Iconium to advertise itself to attract customers attention.

It is concluded from the above table that maximum number of the respondents are not accepting Iconium to advertise itself to attract customers attention.

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TABLE NO. 4.1.16 OPINION ABOUT THE QUALITY OVER THE RECENT ASSIGNMENTS WITH ICONIUM S.No. 1. 2. 3. 4. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Total No. of Respondent 20 31 6 3 60 Percentage 33.3 51.7 10.0 5.0 100.0

Inference

It is inferred from the above table that 33.3% of the respondents are highly satisfied with the quality of recent assignments, 51.7% of the respondents are satisfied with the quality of recent assignments, 10.0% of the respondents are neither satisfied nor dissatisfied with the quality of recent assignments and 5.0% of the respondents are dissatisfied with the quality of recent assignments.

It is concluded from the above table that maximum number of the respondents are satisfied with the quality of recent assignments.

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TABLE NO. 4.1.17 OPINION ABOUT THE RELATIONSHIP MANAGEMENT OF ICONIUM WITH RESPECT TO THE RECENT ASSIGNMENTS WITH ICONIUM S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total 60 100.0 No. of Respondent 17 41 2 Percentage 28.3 68.3 3.4

Inference

It is identified from the above table that 28.3% of the respondents are highly satisfied with Iconiums relationship management respect to the recent assignments, 68.3% of the respondents are satisfied with Iconiums relationship management respect to the recent assignments and 3.4% of the respondents are highly satisfied with Iconiums relationship management respect to the recent assignments.

It is concluded from the above table that maximum number of the respondents are satisfied with Iconiums relationship management respect to the recent assignments.

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TABLE NO. 4.1.18 OPINION ABOUT THE TURN AROUND TIME S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total 60 100.0 No. of Respondent 21 35 4 Percentage 35.0 58.3 6.7

Inference

It is followed from the above table that 35.0% of the respondents are highly satisfied with the turn around time in Iconium, 58.3% of the respondents are satisfied with the turn around time in Iconium and 6.7% of the respondents are neither satisfied nor dissatisfied with the turn around time in Iconium.

It is concluded from the above table that maximum number of the respondents are satisfied with the turn around time in Iconium.

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TABLE NO. 4.1.19 OPINION ABOUT THE QUALITY OF CURRICULUM VITAE S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total 60 100.0 No. of Respondent 26 24 10 Percentage 43.3 40.0 16.7

Inference

It is known from the above table that 43.3% of the respondents are highly satisfied with the quality of curriculum vitae in Iconium, 40.0% of the respondents are satisfied with the quality of curriculum vitae in Iconium and 16.7% of the respondents are neither satisfied nor dissatisfied with the quality of curriculum vitae in Iconium.

It is concluded from the above table that maximum number of the respondents highly satisfied with the quality of curriculum vitae in Iconium.

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TABLE NO. 4.1.20 OPINION ABOUT THE DELIVERY MODEL S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total 60 100.0 No. of Respondent 17 31 12 Percentage 28.3 51.7 20.0

Inference

It is identified from the above table that 28.3% of the respondents are highly satisfied with the delivery model in Iconium, 51.7% of the respondents are satisfied with the delivery model in Iconium and 20.0% of the respondents are neither satisfied nor dissatisfied with the delivery model in Iconium.

It is concluded from the above table that maximum number of the respondents are satisfied with the delivery model in Iconium.

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TABLE NO. 4.1.21 OPINION ABOUT THE CO-ORDINATION S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total 60 100.0 No. of Respondent 8 50 2 Percentage 13.3 83.3 3.4

Inference

It is inferred from the above table that 13.3% of the respondents are highly satisfied with the co-ordination in Iconium, 83.3% of the respondents are satisfied with the co-ordination in Iconium and 3.4% of the respondents are neither satisfied nor dissatisfied with the co-ordination in Iconium.

It is concluded from the above table that maximum number of the respondents are satisfied with the co-ordination in Iconium.

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TABLE NO. 4.1.22 OPINION ABOUT THE SERVICES IN ICONIUM S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total No. of Respondent 22 29 9 60 Percentage 36.7 48.3 15.0 100.0

Inference

It is understood from the above table that 36.7% of the respondents are highly satisfied with the services provided by Iconium, 48.3% of the respondents are satisfied with the services provided by Iconium and 15.0% of the respondents are neither satisfied nor dissatisfied with the services provided by Iconium.

It is concluded from the above table that maximum number of the respondents are satisfied with the services provided by Iconium.

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TABLE NO. 4.1.23 OPINION ABOUT THE RESPONSIVENESS OF ICONIUM S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total 60 100.0 No. of Respondent 15 32 13 Percentage 25.0 53.3 21.7

Inference

It is understood from the above table that 25.0% of the respondents are highly satisfied about the responsiveness of Iconium, 53.3% of the respondents are satisfied about the responsiveness of Iconium and 21.7% of the respondents are neither satisfied nor dissatisfied about the responsiveness of Iconium.

It is concluded from the above table that maximum number of the respondents are satisfied about the responsiveness of Iconium.

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TABLE NO. 4.1.24 OPINION ABOUT THE COST FACTOR IN ICONIUM S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total 60 100.0 No. of Respondent 14 27 19 Percentage 23.3 45.0 31.7

Inference

It is understood from the above table that 23.3% of the respondents are highly satisfied about the cost factor in Iconium, 45.0% of the respondents are satisfied about the cost factor in Iconium and 31.7% of the respondents are neither satisfied nor dissatisfied about the cost factor in Iconium.

It is concluded from the above table that maximum number of the respondents are satisfied about the cost factor in Iconium.

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TABLE NO. 4.1.25 OPINION ABOUT THE COMMUNICATION OF THE PEOPLE WHO INTERACT FROM ICONIUM No. of Respondent 20 40 60

S.No. 1. 2.

Opinion Highly satisfied Satisfied Total

Percentage 33.3 66.7 100.0

Inference

It is evident from the above table that 33.3% of the respondents are highly satisfied about the communication of the people from Iconium and 66.7% of the respondents are satisfied about the communication of the people from Iconium.

It is concluded from the above table that maximum number of the respondents are satisfied about the communication of the people from Iconium.

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TABLE NO. 4.1.26 OPINION ABOUT THE RESPONSIVENESS OF THE PEOPLE WHO INTERACT FROM ICONIUM S.No. 1. 2. Opinion Highly satisfied Satisfied Total No. of Respondent 22 38 60 Percentage 36.7 63.3 100.0

Inference

It is inferred from the above table that 36.7% of the respondents are highly satisfied about the responsiveness of the people in Iconium and 63.3% of the respondents are satisfied about the responsiveness of the people in Iconium.

It is concluded from the above table that maximum number of the respondents are satisfied about the responsiveness of the people in Iconium.

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TABLE NO. 4.1.27 OPINION ABOUT THE COURTEOUSNESS OF THE PEOPLE WHO INTERACT FROM ICONIUM S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total 60 100.0 No. of Respondent 26 29 5 Percentage 43.3 48.3 8.4

Inference

It is identified from the above table that 43.3% of the respondents are highly satisfied about the courteousness of the people who interact from Iconium, 48.3% of the respondents are satisfied about the courteousness of the people who interact from Iconium and 8.4% of the respondents are neither satisfied nor dissatisfied about the courteousness of the people who interact from Iconium.

It is concluded from the above table that maximum number of the respondents are satisfied about the courteousness of the people who interact from Iconium.

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TABLE NO. 4.1.28 OPINION ABOUT THE KNOWLEDGE OF THE PEOPLE WHO INTERACT FROM ICONIUM S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total 60 100.0 No. of Respondent 16 37 7 Percentage 26.7 61.7 11.6

Inference It is known from the above table that 26.7% of the respondents are highly satisfied about the knowledge of the people from Iconium, 61.7% of the respondents are satisfied about the knowledge of the people from Iconium and 11.6% of the respondents are neither satisfied nor dissatisfied about the knowledge of the people from Iconium.

It is concluded from the above table that maximum number of the respondents are satisfied about the knowledge of the people from Iconium.

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TABLE NO. 4.1.29 OPINION ABOUT THE FLEXIBILITY OF THE PEOPLE WHO INTERACT FROM ICONIUM S.No. 1. 2. 3. Opinion Highly satisfied Satisfied Neither satisfied nor dissatisfied Total 60 100.0 No. of Respondent 29 19 12 Percentage 48.3 31.7 20.0

Inference

It is identified from the above table that 48.3% of the respondents are highly satisfied about the flexibility of the people in Iconium, 31.7% of the respondents are satisfied about the flexibility of the people in Iconium and 20.0% of the respondents are neither satisfied nor dissatisfied about the flexibility of the people in Iconium.

It is concluded from the above table that maximum number of the respondents are highly satisfied about the flexibility of the people in Iconium.

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4.2

RANKING METHOD

TABLE NO. 4.2.1 FACTOR THAT STRENGTHENS THE RELATIONSHIP WITH ICONIUM S.No. 1. 2. 3. 4. Factors Turn around time Co-ordination Quality Cost Weightage score 165 197 168 70 rank III I II IV

Inference

It is followed from the above table that the factor co-ordination, which gives maximum strength for the relationship with Iconium and it is ranked first by the respondents with score of 197 points, the second and third rank occupies the factor quality and turn around time with score of 168 and 165 points respectively and the last rank goes to the factor cost with score of 70 points. ordination strengthens the relationship with Iconium. It is concluded from the above analysis that maximum number of the respondents gives their opinion that the factor co-

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TABLE NO. 4.2.2 FACTOR THAT MAKES RETENTION WITH ICONIUM S.No. 1. 2. 3. 4. 5. 6. Particulars Turn around time Quality of curriculum vitae Relationship Proper feedback Quantity of curriculum vitae Curriculum vitae relevance Weightage score 254 293 292 297 185 191 Rank IV II III I VI V

Inference

It is identified from the above table that the factor proper feedback makes retention with Iconium and it is ranked first by the respondents with score of 297 points, the second and third rank occupies the factor quality of curriculum vitae and relationship with score of 293 and 292 points. The fourth and fifth rank goes to the factor turn around time and curriculum vitae relevance with score of 254 and 191 points. The factor Quality of curriculum vitae occupies the last rank with score of 185 points.

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4.3 CHI - SQUARE ANALYSIS

TABLE NO. 4.3.1

DESIGNATION AND LEVEL OF SATISFACTION TOWARDS TURN AROUND TIME ON THEIR REQUIREMENTS (TWO-WAY TABLE) Level of Satisfaction S.No. 1 2 3 Designation Asst. Manager Sr. HR Manager HR Executive Total Highly Satisfied 2 0 20 22 Satisfied 5 3 21 29 Neutral 0 0 7 7 Dissatisfied 2 0 0 2 Total 9 3 48 60

Null Hypothesis (H0)

There is no significant relationship between Designation towards requirements. and level of time satisfaction on their turn around

Alternative Hypothesis (H1)

There towards

is

close and turn

relationship level of time

between satisfaction on their

Designation requirements.

around

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CHI-SQUARE ( 2) CALCULATION:

Calculated 2 value Degree of freedom Table value Significant result

= = = =

16.985 6 12.592 Significant at 5% level

INFERENCE

From the above analysis, we find that the calculated value of 2 is greater than the table value and hence, the null hypothesis rejected. So, there is a close significant relationship between Designation and level of satisfaction towards turn around time on their requirements.

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TABLE NO. 4.3.2 DESIGNATION AND LEVEL OF SATISFACTION TOWARDS RELATIONSHIP MANAGEMENT (TWO-WAY TABLE) Level of Satisfaction S.No. 1 2 3 Designation Asst. Manager Sr. HR Manager HR Executive Total Highly Satisfied 2 0 15 17 Satisfied 5 3 33 41 Neutral 2 0 0 2 Total 9 3 48 60

Null Hypothesis (H0)

There is no significant relationship between Designation and level of satisfaction towards relationship management.

Alternative Hypothesis (H1)

There

is

close and

relationship level of

between satisfaction

Designation

towards relationship management.

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CHI-SQUARE ( 2) CALCULATION:

Calculated 2 value Degree of freedom Table value Significant result

= = = =

13.103 4 9.488 Significant at 5% level

INFERENCE

From the above analysis, we find that the calculated value of 2 is greater than the table value and hence, the null hypothesis rejected. So, there is a close significant relationship between Designation and level of satisfaction towards relationship management.

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TABLE NO. 4.3.3 PERIOD OF ASSOCIATION WITH ICONIUM AND LEVEL OF SATISFACTION TOWARDS PROCESS OF VALIDATION (TWO-WAY TABLE) Level of Satisfaction Highly Satisfied Neutral Satisfied 12 6 4 6 28 12 12 4 0 28 4 0 0 0 4

S.No. 1 2 3 4

Period of Association Less than 1 year 1 year 3 years 3 years 5 years More than 5 years Total

Total 28 18 8 6 60

Null Hypothesis (H0)

There is no significant relationship between period of association and level of satisfaction towards process of validation.

Alternative Hypothesis (H1)

There is close relationship between period of association and level of satisfaction towards process of validation.

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CHI-SQUARE ( 2) CALCULATION:

Calculated 2 value Degree of freedom Table value Significant result

= = = =

13.469 6 12.592 Significant at 5% level

INFERENCE

From the above analysis, we find that the calculated value of 2 is greater than the table value and hence, the null hypothesis rejected. So, there is a close significant relationship between period of association and level of satisfaction towards process of validation.

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CHAPTER 5 FINDINGS, SUGGESTIONS AND CONCLUSION

5.1

FINDINGS

It is found from the analysis that maximum of the respondents are HR executives. It is noted from the analysis that maximum of the respondents are having above 5 years of experience.

It is stated from the analysis that maximum of the respondents are associated less than 1 year.

It is inferred from the analysis that maximum of the respondents are satisfied over the approach for their requirements.

It is identified from the analysis that maximum of the respondents are satisfied of their understanding about the requirements.

It is obvious from the analysis that maximum of the respondents are satisfied on the turn around time of their requirements.

It is evident from the analysis that maximum of the respondents are satisfied on the immediate or initials delivery quality.

It is stated from the analysis that maximum of the respondents are satisfied on the process of sourcing.

It is noted from the analysis that maximum of the respondents are Highly satisfied on the process of validation.

88 It is found from the analysis that maximum of the respondents are highly satisfied on the candidate profile & presentation format. It is inferred from the analysis that maximum of the respondents are satisfied on the process of scheduling and meeting interview dates. It is identified from the analysis that maximum of the respondents are satisfied on the process of Post offer Management. It is evident from the analysis that maximum of the respondents are satisfied on the commitment over the requirement delivery. It is obvious from the analysis that maximum of the respondents opinion about the feedback on the delivery is very good. It is reveal from the analysis that maximum of the respondents are not accepted the Iconiums advertisement to turn customers attention. It is noted from the analysis that maximum of the respondents are satisfied with the Iconiums quality over the recent assignments. It is stated from the analysis that maximum of the respondents are satisfied with the Iconium Relationship Management over the recent assignments. It is evident from the analysis that maximum of the respondents are satisfied with the turn around time in Iconium. It is inferred from the analysis that maximum of the respondents highly satisfied with the quality of Curriculum vitae in Iconium. It is identified from the analysis that maximum of the respondents are satisfied with the delivery model in Iconium. It is found from the analysis that maximum of the respondents are satisfied with the co-ordination in Iconium. It is evident from the analysis that maximum of the respondents are satisfied with the services provided by Iconium.

89 It is obvious from the analysis that maximum of the respondents are satisfied about the responsiveness in Iconium. It is observed from the analysis that maximum of the respondents are satisfied about the cost in Iconium. It is stated from the analysis that maximum of the respondents are satisfied about the communication of the people who interact from Iconium. It is noted from the analysis that maximum of the respondents are satisfied about the responsiveness of the people who interact from Iconium. It is found from the analysis that maximum of the respondents are satisfied about the courteousness of the people who interact from Iconium. It is obvious from the analysis that maximum of the respondents are satisfied about the knowledge of the people who interact from Iconium. It is observed from the analysis that maximum of the respondents are highly satisfied about the flexibility of the people in Iconium. It is inferred from the analysis that maximum of the respondents are opinion that the factor co-ordination gives maximum strengthen the relationship with Iconium. It is identified from the analysis that maximum of the respondents opinion that the factor proper feedback makes retention with Iconium. There is a close significant relationship between Designation and level of satisfaction towards turn around time on their requirements. There is a close significant relationship between Designation and level of satisfaction towards relationship management. There is a close significant relationship between period of association and level of satisfaction towards process of validation.

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5.2

SUGGESTIONS

The company may advertise in Print Media for their business activities

once in a month, as it had been suggested by quite a few customers, to make the company known by the corporates and other people.

Each candidate may be personally interviewed before they are scheduled

for the interviews, in order to ensure the offer successful.

New suggestions may be got from the customers by arranging an annual

meet in a regular interval of time to adopt new measures in recruitment methodology and to maintain Good Relationship with them.

More Advertisement Brochures may be issued through various modes

like shopping malls and Handouts, Leaflets issued along with the newspapers in order to create new candidate database.

The overall satisfaction level is good and it is suggested that the

company may focus on future endeavors by adopting new technologies like Easy Sourcing of Profile through integrating the branches and creating a common database.

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5.3

CONCLUSION

Customers are the asset for a business.

The main objective of the study is to find out the satisfaction level of the customers which helps in building good customer relationship with special reference to ICONIUM CONSULTING GROUP in CHENNAI. It is found that customer satisfaction level is good. The satisfaction level of customers relating to turn around Time, Service, Co-ordination, Cost, Quality, Quantity and Responsiveness were quite good. To be in turn with the changing ties and the rapidly changing technologies Iconium needs the right talent with rich ideas and creativity to maintain their leadership position in todays fast paced global market. This project gives a birds eye view of customers response and provides some suggestion. Implementation of the suggestion would help Iconium to retain its presidential status in the industry.