Shubham Mohan

Enrolment Number: 031606040

Batch: PGPM – IB 06

Year: 2020-2022

PROJECT COMPLETION CERTIFICATE

 Approval by Faculty Mentor

This is to certify that

this report is a record of bonafide internship
carried out under my supervision and guidance
by
Shubham Mohan
Enrolment Number: 031606040
Globsyn Business School
at
BM BIRLA HEART RESEARCH CENTRE
during the summer of 2021.

Prof. Manas Chakravarty

Place: KOLKATA Faculty – OB & HR
Date: 29-07-2021 Globsyn Business School
 Declaration

I Shubham Mohan do thusly affirm that whatever information I have given in the undertaking report having
topic, ‘Human Resource Management Practices in B M B I R L A H E A R T R E S E A R C H
C E N T R E ’ are completely valid and utilized in assent of the CK Birla Hospitals (BM Birla heart research
centre ), for instructive reason. I additionally affirm that the entire undertaking report is a unique creation and
not a replicated record. I additionally request pardoning from anybody whom I have harmed
purposely/unwittingly during the finish of the venture. I affirm that I have not done anything which is against
Law or morals for the culmination of the venture and I have attempted to hold the tops of my teachers and my
establishment Globsyn Business School high all through my Summer Internship Programme and consistently.

SHUBHAM MOHAN

Enrolment Number: 031606040

 EXECUTIVE SUMMARY

During my internship I gained practical knowledge on how the human resource division of an organization
operates and coordinates its activities to ensure smooth functioning of the organization at all levels by ensuring
right numbers of people are available at the right time to do the right job. Not only that I have also gained
insight into the working culture of the organization and observed how B.M Birla Heart Research Centre
handles its employees with value and empowerment to ensure they are motivated to give their best to the
organization. The report starts with an organization profile of B.M Birla Heart Research Centre giving its
background, mission, vision, its products and services, the hierarchy and organogram of the organization. The
next section is the Human Resource Management in B.M Birla Heart Research Centre Capital. The project
encompasses introduction to the topic, recruitment, selection, training and development. Each chapter contains
detailed discussion of the HR functions followed by Organization Practice at B.M Birla Heart Research Centre
which basically conveys how things are done in the HR Department. The project also carries out SWOT
Analysis, PESTEL analysis that touches upon strengths, weakness, opportunities and threats to the organization
followed by key learnings and evaluation on critical factors regarding Human Resource Management of B.M
Birla Heart Research Centre Capital. Finally there is the conclusion followed by references and at last some of
my beautiful memories during the internship that I take along with me in future.
Contents

Introduction.....................................................................................................................................................7
BM BIRLA HEART RESEARCH CENTRE ANALYSIS............................................................................8
CK BIRLA HOSPITALS....................................................................................................................................8
Mission................................................................................................................................................................9
Vision..................................................................................................................................................................9
To provide best of Patient Service & Clinical Excellence..................................................................................9
Marketing Mix of BMBHRC........................................................................................................................11
STP IN MARKETING STRATEGY OF BMBHRC....................................................................................13
BCG Matrix in the Marketing strategy of B.M Birla Heart Research Centre Hospital.................................13
Competitive analysis in the Marketing strategy of B.M Birla Heart Research Centre Hospital.......................13
Customer analysis in the Marketing strategy of B.M Birla Heart Research Centre Hospital...........................13
PESTEL Analysis..........................................................................................................................................14
Political Factors that Impact B.M Birla Heart Research Centre Hospitals.......................................................14
Economic Factors that Impact B.M Birla Heart Research Centre Hospitals....................................................14
Social Factors that Impact- B.M Birla Heart Research Centre Hospitals.........................................................15
Technological Factors that Impact B.M Birla Heart Research Centre Hospitals..............................................15
Legal Factors that Impact B.M Birla Heart Research Centre Hospitals...........................................................16
SWOT ANALYSIS.......................................................................................................................................16
Strengths in the SWOT analysis of B.M Birla Heart Research Centre Hospitals.............................................16
Weaknesses in the SWOT analysis of B.M Birla Heart Research Centre Hospitals................................17
Opportunities in the SWOT analysis of B.M Birla Heart Research Centre Hospitals......................................17
Threats in the SWOT analysis of B.M Birla Heart Research Centre Hospitals................................................17
Hospital Ethics in C.K BIRLA HOSPITALS...............................................................................................18
HRM: Overview & Function.........................................................................................................................19
Activities during Internship...........................................................................................................................22
HR Practices in BMBHRC............................................................................................................................23
Key learnings.................................................................................................................................................29
Evaluations....................................................................................................................................................29
Conclusion.....................................................................................................................................................31
REFERENCES..............................................................................................................................................32
Fisher et al., (1986) – ‘Field test of the cognitive interview: enhancing the recollection of the actual
vicitims and witnesses of crime’, Journal of Applied Psychology 74 (5), 722 2
ACKNOWLEDGEMENT.............................................................................................................................33
SOME IMAGES OF MEMORIES................................................................................................................34
 Introduction

Healthcare has become one of India’s largest sector, both in terms of revenue and employment. Healthcare
comprises hospitals, medical devices, clinical trials, outsourcing, telemedicine, medical tourism, health
insurance and medical equipment. The Indian healthcare sector is growing at a brisk pace.
I have selected the topic of this report is “Human Resource Management of B.M Birla Heart Research Centre
Capital”. I tried to integrate my theoretical knowledge of HR and combine it with practical examples as
observed during my internship. I have tried to cover all the major functions of Human Resource Management-
recruitment, selection, compensation and benefits, training and development, performance appraisal and
convey my understandings of the different functions of Human Resource Management through this project. I
have also done PESTEL, SWOT Analysis on the HRM Practice of B.M Birla Heart Research Centre Capital
followed by discussing critical points. I have also tried to provide some key learnings based on my knowledge
followed by the conclusion which I gathered during my internship.
BM BIRLA HEART RESEARCH CENTRE ANALYSIS
3 CET OF BM BIRLA HEART RESEARCH CENTRE
Parent Company C.K BIRLA HOSPITALS

Category Healthcare

USP Expertise in healthcare with eastern India’s 1 st

ever cardio centre and global presence

CK BIRLA HOSPITALS
CK Birla Hospitals, comprising of its three landmark identities The Calcutta Medical Research Institute
(CMRI), BM Birla Heart Research Centre (BMB) and its recent venture Rukmani Birla Hospital(RBH) have
set milestones in the healthcare Industry. The hospitals are intrinsically bound by three integrated philosophies
—Clinical Excellence, Ethics and Patient Centricity. These operational philosophies have been pivotal in
making the hospitals grow and serve people who are in need of healthcare. The three units of CK Birla
Hospitals having footprints in Kolkata and Jaipur offer 800 plus beds with comprehensive outpatient and
inpatient services. Working with a mission in providing quality healthcare for all, supported by latest
technologies and modern infrastructures, the hospitals continue to set new standards of Cure and Care.

BM Birla Heart Research Centre (BMHRC)

The CK Birla Group has pioneered several firsts in India’s healthcare industry. Founded in 1989 in Kolkata, the
BM Birla Heart Research Centre is the first NABH-accredited hospital exclusively for treatment and research
related to heart disease. With a capacity of 150 beds, it is India’s first healthcare facility to be awarded ISO
9001, ISO 14001 and OSHAS 18001 certifications.

By the end of 2012, experts at the centre had performed more than 19,000 cardiac surgeries and 80,000
catheterization procedures. Overall, the Centre has treated close to 120,000 inpatients. The laboratory at the
Centre is the first in India to be recognized by the National Accreditation Board for Testing & Calibration
Laboratories (NABL) and College of American Pathologists (CAP).
 SR. Name of the Hospital Total Total
NO. Beds Employees
1 B.M Birla Heart 210 720
Research Centre

Mission

To create Clinical Centres of Excellence on a strong backbone of research, academics and evidence-based
medicine for best clinical and patient outcome.

Vision

To provide best of Patient Service & Clinical Excellence.

 Organizational Chart –

BM Birla Heart Research Centre is having following organizational Chart.

Governing Board

Executive Committee

Director

Medical Nursing General Financial

Supt. Supt Supt. Controller

Categories of Employees and Functions:

Broadly speaking employees are divided into 4

categories -
1. Doctors/ consultants/Surgeons - These people are highly qualified & professional.
Their main functions are clinical treatment, Patient care, Medical Audit, Education &
Research.
2. Nurses: They are involved in Nursing care, Relationship, Ward Management, Education.

3. Administrative Staff: These people are involved in overall Management of the hospital.
It also includes support services like kitchen, Laundry, Engineering, C.S.S.D, Security,
and HR Dept. Finance Dept. etc.

4. Paramedical Staff: It includes all technicians, pharmacist and so on.

 Marketing Mix of BMBHRC

The essence of any marketing activity is its marketing mix which has been defined as the set of marketing
tools the firm uses to pursue its marketing objective. The components of traditional marketing mix are Product,
Price, Place and Promotion but BM BIRLA HEART RESEARCH CENTRE applies Service Marketing Mix
Having the right marketing mix to market the services of the hospital industry is very important. Using the right
balance of marketing elements, service marketers can ensure that their marketing efforts fetch them expected
result.

The marketing mix of BM Birla Heart Research Centre Hospitals discusses the service marketing mix or the
7P’s of one of the premium hospital chains in India – B.M Birla Heart Research Centre hospital.

B.M Birla Heart Research Centre hospital provides quality healthcare services. Prominently B.M Birla Heart
Research Centre is known best for heart problems besides other major ailments. The specialties include –
Heart, Orthopedics, Spine, Gastroenterology, Neurosciences, and Nephrology & Urology Critical Care.

Price: The hospital is priced premium and it can afford to do the same because of its positioning and its
assurance as well as the reliability on the brand of BM BIRLA HEART RESEARCH CENTRE hospitals.
Along with it, it also helps that there are so many locations and specialties in B.M Birla Heart Research Centre
hospitals. Thus a patient is reassured of his wellbeing.

Place: BMBHRC is eastern India’s only first and dedicated cardiac hospital with over 210 beds, 720 plus
employees, its parent company CK BIRLA HAS OPENED BRANCHES in city like Kolkata and Jaipur. It is
planning to extend its services more to metro cities

Promotions: B.M Birla Heart Research Centre Hospital realizes that promotion is an integrated part of any
organization. It is important that customers become aware of different product and services provided by B.M
Birla Heart Research Centre as it will help in maintaining its presence. Its marketing strategy includes
publicity, sales promotion, personal selling and advertising. It uses newspaper to provide various information to
its customers like its special offers and information about new facilities. Brand relies a lot on word-of-mouth
publicity through its customers who are its actual brand ambassadors. The company believes that a happy
customer serves as the best advertiser of its services and products.

B.M Birla Heart Research Centre introduces several healthcare options periodically like diabetes check-up,
acupressure clinic and annual check-up at discounted prices to increase its clients. It employs trained staffs that
have a dress code. Staffs are encouraged to maintain discipline, show professionalism and offer comfort,
warmth and understanding to both patients and their relatives.

It has also promoted itself via community initiatives and some popular records like

 First hospital in India to be accredited by National Accreditation Board for Hospitals and Healthcare
providers (NABH), handed over by Dr APJ Abdul Kalam.
  The first hospital in India to be awarded ISO 9001:2008, ISO 14001:2004 and OSHAS 18001:2007 for
maintaining high standards in healthcare, environmental protection and occupational safety
respectively.
 First hospital in India to perform keyhole surgery to close a hole in the heart.
 First hospital in Asia to perform dynamic cardiomyoplasty.
 First hospital in India to perform angioplasty from the wrist in the field of interventional cardiology.
 First hospital in India to perform video-assisted thoracic surgery (VATS).
 First hospital in India to perform complicated open-heart surgery for a 9-day-old baby weighing 2.5 kg
in 1991.

People: Currently engages more than 3000 doctors, nurses, paramedics, clinical staff and management
professionals to manage over 1000 beds across 3 hospitals in India and abroad. (As CK Birla Hospitals taken as
a whole) .Along with this B.M Birla Heart Research Centre Hospitals has several courses along with research
facilities to facilitate innovation

Process:

 The largest achievement of the B.M Birla Heart Research Centre Group has been to take quality health
care to across the length and breadth of India. This operation in itself involves very established
procedures and documentation.
 It has been a major player in scripting the medical landscape of the nation. This is primarily because the
group has continuously been at the helm of several game-changing innovations in Indian health care.
 B.M Birla Heart Research Centre hospitals is NABH, NABL accredited and also has ISO 9002 award.

Physical Evidence:

 B.M Birla Heart Research Centre Hospital has been known for its quality health care services, at much
affordable price.
 Provides the services for all the ailments & diseases, assuring the healthy recovery with quality care from
the staff.
 B.M Birla Heart Research Centre Hospitals conducts a rigorous site survey process as well to take care
of various parameters in all their hospitals.
STP IN MARKETING STRATEGY OF BMBHRC
Segmentation helps in understanding characteristics of different groups of the population having similar
attributes. B.M Birla Heart Research Centre Hospital uses demographic and psychographic segmentation
strategies with variables such as age, gender, income, region, and marital status.

Since the B.M Birla Heart Research Centre Hospital group have a presence in a broad range of offerings in the
Healthcare market, therefore, it uses differentiated targeting strategy.

Positioning creates a comparative picture in the mind of the prospective customer. It uses benefit and product
class positioning strategy.

BCG Matrix in the Marketing strategy of B.M Birla Heart Research Centre
Hospital –
Its Healthcare service portfolio consists of two operative segments of business i.e. Primary Care and Speciality
Care.
All other businesses are Stars in the BCG matrix as BM BIRLA HEART RESEARCH CENTRE, RBH, CMRI
each has its own speciality and market leader in other businesses (based on revenue and network of each
business).

Competitive analysis in the Marketing strategy of B.M Birla Heart Research Centre Hospital –

Companies in the Healthcare industry compete on the basis of the state of art medical facilities, a standard of
hygiene, forward & backward integration in the supply chain, advanced technology etc.

B.M Birla Heart Research Centre competes with hospital chains such as Fortis Hospitals, Max Healthcare
Hospitals, Thyrocare technology, Apollo Hospitals etc. Though its presence is limited only to 3 cities therefore
sometimes it suffers a setback.

Customer analysis in the Marketing strategy of B.M Birla Heart Research Centre Hospital –

With its wide array of services, B.M Birla Heart Research Centre Hospitals have focused on serving the
different set of a customer through customer-centric differentiators.

It has created online platforms, digital consultation points across the country for making health care service
easily accessible conveniently. Whether it is hospitals, labs, dental clinic or diagnostic centre the Hospital
serves the varied group of customers.
PESTEL Analysis-
Political Factors that Impact B.M Birla Heart Research Centre Hospitals

Transition of Government and Changes in Policy – There is consistency in policy making from
one government to another. Secondly governments from all parties adhere to the treaties made by
the previous governments.
Judiciary Independence – In the matter of commercial and business decisions, judiciary of the
country is independent to a large extent. Business do face problem when the conflict is between
public interest and proprietary technology
Role of Non-Government Organization, Civil Society & Protest Groups – The country has a
vibrant civil society community and B.M Birla Heart Research Centre Hospitals should build bridges
with them and seek out areas of co-operations. Civil society groups are influential not only in policy
making but also in building a society wide narrative.
Size of Government Budgets – both Local Governments and National Government – The government
at both national level and local levels are running deficit budgets which is boosting growth in the short
term but may lead to increase in inflation over medium term. The bond rating of national government is
investment grade which is truly been exposed by corona virus.

Economic Factors that Impact B.M Birla Heart Research Centre Hospitals

Inflation Rate – The inflation rate can impact the demand of B.M Birla Heart Research Centre
Hospitals products. Higher inflation may require B.M Birla Heart Research Centre Hospitals to
continuously increase prices in line of inflation which could lead to lower levels brand loyalty and
constant endeavours to manage costs. Cost Based Pricing could be a bad strategy under such
conditions.
GDP Trend & Rate of Economic Growth – The higher GDP growth rate signals growing demand in
the economy. B.M Birla Heart Research Centre Hospitals can leverage this trend by expanding its
product range and targeting new customers. One way to start is by closely mapping the changes in –
consumer buying behavior and emerging value proposition.
Employment Rate – If the employment rate is high then it will impact B.M Birla Heart Research
Centre Hospitals strategies in two ways – it will provide enough customers for B.M Birla Heart
Research Centre Hospitals products, and secondly it will make it expensive for B.M Birla Heart
Research Centre Hospitals to hire talented & skillful employees.
Work Force Productivity – Work force productivity in India has grown by 25-30 % in last two
decades even though the salaries are not reflecting those gains. It can enable B.M Birla Heart Research
Centre Hospitals to hire skilled workforce at competitive salaries.
Fiscal and Monetary Policies – The government failure in terms of economy has increased the
deficit and it can lead to fiscal trouble for the economy in coming years.
 Social Factors that Impact- B.M Birla Heart Research Centre Hospitals

Gender Composition in Labour Market - B.M Birla Heart Research Centre Hospitals can use
gender composition of labour market to understand the level of liberal nature of the society, women
rights, and women’s say in matter of societal issues and consumption decisions. The gender
composition of labour market is a good indicator of disposal income of household, priorities of the
households, and related needs.
Birth Rate – Birth rate is also a good indicator of future demand
Immigration Policies and Level of Immigration – What are the immigration policies of the
country, what is the level of immigration, and in which sectors immigration is encouraged?
This will enable the B.M Birla Heart Research Centre Hospitals to determine – if required can it hire
talent globally to work in that particular market.
Attitude towards Health & Safety – The attitude towards health and safety is often reflected in the
quality of the products and cost structures of manufacturing processes. B.M Birla Heart Research
Centre s has stringent norms for health and safety norms so it may have to compete with players who
don’t have high cost structures that of B.M Birla Heart Research Centre Hospitals.
Education Level in Society – Education level of the society impacts both the quality of jobs and
level of income. High level of education often results in better jobs, higher income and higher
spending on complex and aspirational products.
Attitude towards Leisure – B.M Birla Heart Research Centre Hospitals should conduct an
ethnographic research to understand both attitude towards leisure activities and choice of leisure
activities. Experience economy is one of the fastest growing segments both among millennial and
among baby-boomers.

Technological Factors that Impact B.M Birla Heart Research Centre Hospitals

Intellectual Property Rights and Patents Protection – Before entering new market B.M Birla Heart
Research Centre Hospitals should focus on the environment for intellectual property rights.
Likelihood of Technology Disruption – If the country is hub of technology companies then there is
a high chance of technology disruption among various industries. B.M Birla Heart Research Centre
Hospitals has to assess whether it can live with the fast pace of technology disruption in its industry.
Research and Development Investment Levels – If there is high level of investment in technology
development sector then there are high chances of building a self-sustaining ecosystem that drives
innovation. B.M Birla Heart Research Centre Hospitals can leverage such a situation to hire the best
people in business.
Transparency & Digital Drive – B.M Birla Heart Research Centre Hospitals can use
digitalization of various processes to overcome corruption in the local economy.
 E-Commerce & Related Infrastructure Development – As E-Commerce is critical for B.M Birla
Heart Research Centre Hospitals business model. It should evaluate the e-commerce infrastructure,
technology infrastructure etc. before entering a new market.
Cost of Production and Trends – B.M Birla Heart Research Centre Hospitals should assess - What
are the cost of production trends in the economy and level of automatization.
Mobile Phone & Internet Penetration – B.M Birla Heart Research Centre Hospitals should assess
the level of internet and mobile phone penetration in the country as it will it in building a requisite
business model based on local needs and realities.
Empowerment of Supply Chain Partners – B.M Birla Heart Research Centre Hospitals should
analyse areas where technology can empower supply chain partners. This can help B.M Birla Heart
Research Centre Hospitals to bring in more transparency and make supply chain more flexible.

Legal Factors that Impact B.M Birla Heart Research Centre Hospitals

Health & Safety Laws – What are the health and safety laws in the country and what B.M Birla Heart
Research Centre Hospitals needs to do to comply with them? Different countries have different attitude
towards health and safety so it is better for B.M Birla Heart Research Centre Hospitals to conduct a
thorough research before entering the market.
Data Protection Laws – B.M Birla Heart Research Centre Hospitals needs to assess what are the data
laws in the country and what it needs to do to comply with them. For example most of EU countries
now want the EU citizen data to be saved in EU countries only. In India Lot of speculations are being
made over PEGASUS , so the hospital need to assure strict data rules.

Employment Laws – What are the employment laws in the country and are they consistent with the
business model of B.M Birla Heart Research Centre Hospitals. A proper check on that should be
conducted.

SWOT ANALYSIS:
Strengths in the SWOT analysis of B.M Birla Heart Research Centre Hospitals

Strengths of any organization encounter and accumulatively account for the positive aspects of any brand. This
is exactly what the case with the B.M Birla Heart Research Centre is as well. It accounts for a number of
strengths that makes it one of the most favourable hospitals around the country. The following are the strengths
of B.M Birla Heart Research Centre Hospitals:
  Present in major cities – one of the best aspects of this hospital is its availability across the major cities
across India like Kolkata and Jaipur. This ensures to make it easier for people to avail the services from
anywhere they are located in. This makes it a lot easier to avail any of the services, even during the times
of emergency because of the easy availability. Eastern India customers are widely drawn to this hospital.
 Highly qualified and experienced doctors – the doctors and facilities are what make a hospital good.
This is something that is readily available in B.M Birla Heart Research Centre Hospitals. Every single
appointed doctor is highly qualified with impeccable experience which ensures that you are in good
hands and not just callous ones. This is what segregates this hospital from the sea of other hospitals.
 Big brand name – the brand name of B.M Birla Heart Research Centre Hospitals is yet another thing
that sets it apart from the other hospitals. The brand name has been the result of years of hard work and
dedication put behind the same.
 Amazing services – prompt services in B.M Birla Heart Research Centre is another positive aspect of it.
It has a dedicated emergency section which tends to severe and most important cases. Not just that, it
even has separate sections for all the different aspects including renal, cardio and even the gynaecology
and cancer departments.

Weaknesses in the SWOT analysis of B.M Birla Heart Research Centre

Weaknesses in an organization account for the downside in a brand’s works and services. There might not be
many downsides when it comes to B.M Birla Heart Research Centre Hospital, but there are some. Some of the
weaknesses of B.M Birla Heart Research Centre Hospital include:

 High costs – this is one of the downsides that have been around since the beginning. Even with the
world- class services that they provide, they charge a hefty amount of money which is not always
affordable by the common people. This is why this hospital is not always the first option for the ordinary
people, even with the kind of services that they provide. Though over past few years they are focusing on
affordable pricing but still have a long way to go.
 Lack of it in suburban areas – the hospital is mainly found around the main cities and not built around
the suburban areas. This is why many patients fail to avail the services of the hospital if they are from a
remote of the suburban area.

Opportunities in the SWOT analysis of B.M Birla Heart Research Centre Hospitals

Opportunities classify as the sectors in the market where they can expand and spread their name in. It accounts
for the main sectors where the brand can grow and proliferate. The opportunities that can be cited for the B.M
Birla Heart Research Centre include:

 Increased costs of healthcare in western countries – even with the increased costs in B.M Birla Heart
Research Centre , it is a lot lesser than what you would normally pay for in the western countries. This is
exactly one of the reasons for the rising opportunities that this hospital has over its contemporaries.
 Underdeveloped healthcare availability – India is that third world country that is evolving in terms of
hospitals and healthcare. This is definitely one of the main reasons which account for positive
opportunities for the B.M Birla Heart Research Centre . The lesser amount of developed healthcare
service providers around the country pose as one of the best opportunities for this hospital.

Threats in the SWOT analysis of B.M Birla Heart Research Centre Hospitals

The threats account for the obstacles along the path of success for the brand. The threats that are expected to be
experienced by the B.M Birla Heart Research Centre Hospitals include:
 Newer evolving hospitals – with the advancing technology and newer medical interventions, several
hospitals are evolving with their services as well. This is one of the primary threats that the B.M Birla
Heart Research Centre Hospitals might encounter in the coming future. Newer technologies are being
added and most of the high-end hospitals are incorporating the same into their services to be able to
successfully serve people with their added and advanced services. This is one of those threats that this
establishment might face along the way but with the amount of brand trust that it has built surrounding it,
it is going to be hard to deter it from its place.

Hospital Ethics in C.K BIRLA HOSPITALS

The code of ethics of hospitals goes hand in hand with the code of ethics of physicians. Both of them are
required to follow their ethics to render care to the sick and injured. As far as the hospital code of ethics is
concerned, it was developed nearly half century ago, but the code of ethics of physicians has been in
existence since the days of Hippocrates who lived about B.C. 460-377. Today, the code of medical ethics
has become the fundamental law of the hospitals and is applicable to all its personnel, including the
trustees.

The trustees are required to employ a qualified administrator to keep accurate records, to provide facilities
consistent with community needs, to determine fair policies, to set professional standards and to provide
protection to the patients during their stay in their hospital. There should be neither solicitation for patients
nor undesired publicity of any kind whatsoever. Similarly, personnel of the various professions and
avocations are required to maintain the dignity and honour of their profession by discharging their
responsibilities to ensure that all patients receive the best care without any unnecessary delay; secrecy
about their diseases is maintained and they are not harassed in any way- neither by soliciting favors nor by
accepting monetary rewards.
The hospital code of ethics clearly states that to render care to the sick and injured, to impart scientific
knowledge to its personnel, prevention of disease and promotion of health and advancement of research in
health related fields are primary responsibilities of the hospital.
Thus the hospital code of ethics acts as a Light House and fixes the responsibility on all those including
trustees, administrator, medical staff, administrative staff and other personnel of the hospital who have
anything whatsoever to do with the care of the patient to make every effort to ensure that all patients
receive the best possible care with minimum delay, with utmost skill and efficiency and with the greatest
of personal consideration. They should not ask for any compensation or reward from any patient.

Thus, The Human Resource Development manager should exercise due care in the selection in the
personnel who can meet the requirements of the positions they occupy and should provide salaries and
conditions of service which are commensurate with their qualifications, experience and status so that they
may provide efficient and effective service to the patients of the hospital where they work and may not
violate hospital ethics by indulging in unethical activities.
 HRM: Overview & Function

Human resource management refers to the practices and policies needed to carry out the personnel aspects of
management. These include:

□ Analysing jobs;
□ Planning manpower needs and recruiting competent people;
□ Selecting best people;
□ Appraising performance and potential on ongoing basis;
□ Socializing, training and developing people;
□ Managing compensation;
□ Communicating;
□ Building employee commitment and so on so forth.

A commitment HRM bundle includes diverse practices such as training, sharing information,
employment security, performance based compensation, employee participation, and ensuring
employees’ well-being. If every manager is good at managing HR along within his or her own
functional area he or she can avoid:

• Hiring the wrong person for the right job.

• Experiencing high employee turnover.
• Finding people not contributing their best.
• Poor time management.
• Having company taken to court because of discriminatory practices
• Having dissatisfied employees who always think about their salaries and perceive them
to be unfair and inequitable relative to others in the organizations.
• Failure to provide job related training which will eventually undermine the department's
effectiveness.
• Indulging in favouritism and nepotism at the cost of organizational effectiveness.

Today human resources occupy, more than ever, the centre stage of all economic activities. It is
alarming time for all those organizations that wish to be successful in global markets to gear up and
implement desired shift in their prevailing human resource management practices and leverage their
human resources along with the other resources. Also to become more flexible and innovative
organizations need to adopt new ways of attracting, retaining and motivating employees who are keen
to learn and can contribute to the growth and development of the
Organization. In an increasingly competitive market, survival and prosperity of business will depend
critically on the ways an organization manages its resources especially the human resources.

1.1 Staffing and Recruitment

Staffing includes human resources planning and forecasting, recruiting, and selecting employees.
Human resources planning and forecasting is the process that a firm uses to ensure that it has the right
amount and the right kind of people to deliver a particular level of output or services in the future.
Recruiting is the process used to form a pool of job candidates for a particular job. Selection is the
process of making a “hire” or “no hire” decision regarding each job applicant for a job.

Recruitment involves attracting a pool of applicants upon which selection procedures will later be
applied. Research suggests staffing effectiveness is both a function of the quality and quantity of the
applicant pool (Fisher, 1989).

1.2 Induction

Induction is the process of welcoming, indoctrination and socialization of new employee to his job and
organization.
In words of Michael Armstrong, “Induction is the process of receiving and welcoming employee when
he first joins a company and giving him basic information he needs to settle down quickly and happily
and start work.”

1.3 Training

In the opinion of Edwin B. Flippo, “Training is the act of increasing the knowledge and skills an
employee for doing a particular job.” Training in any process by which the attitudes, skills and
abilities of employees to perform specific jobs are improved.
Training is the process of systematically developing expertise in individuals for the purpose of
improving performance.

Training and employee commitment is closely related which lead to higher productivity and satisfied
employee. Bartlett (2001) explored effects of training on organizational commitment and found that
perceived access to training produced the highest correlations with organizational commitment. The
results showed that employees perceived the availability of training as support from their employer,
which made them more committed to their organization.

Strategic Training Systems (STS) Traditional training system (TTS)

Strategic training system may be defined as a training system which is derived designed primarily
based on short, medium and long term plans and objectives the Department. Training in STS is a
planned and careful activity, whereas the traditional training system (TTS), it is random ritual or a
number game. The need for linking the organizational strategy for change with the training strategy
was initially felt by only the manufacturing and service organizations, operating in competitive and
decontrolled markets. However, today even the Public service organizations and the Govt. departments
have started feeling the need of it.

According to Schmidt, there is a strong correlation between job training satisfaction and overall job
satisfaction amongst employees in customer service positions. Employees value the training that they
 receive, consider it an essential part of their job, and view it as a significant determinant of the
satisfaction that they experience on the job.

1.4 Performance Appraisal

According to Flippo, “Performance Appraisal is the systematic, periodic and an impartial rating of an
employee’s excellence in matters pertaining to his present job and his potential for a better job.”
Performance Appraisal is the process of evaluating how well employees perform their jobs when
compared to a set of standards, and then communicating that information to those employees. (Mathis
& Jackson (2003). A comprehensive and accepted evaluation system can provide valuable feedback to
employees and assist managers in making decisions regarding the individual employee (Cleveland,
Murphy & Williams 1989).

1.5 Benefits

It includes pensions, health insurance, supplemental unemployment insurance, wellness programs,

child care etc. Employers use benefits to attract and retain productive workforce. (Lucero & Allen
(1994).

1.6 Promotion

The promoted employees feel valued by the organization, and understand that the organization is
willing to invest in them in the long term (Khurana, Khurana and Lal Sharma, 2009)

1.7 Career Planning

HR has an important role to play in order to identify what employees want from their career and then
evaluate alternatives and design appropriate career paths for them. He says productivity gain comes
from improved co-ordination as a result of increased employee involvement analysis, planning and
designing of career paths.

1.8 Payroll

Every payday must have taxes calculated and hours collected. Expenses need to be reimbursed and
raises and bonuses need to be added. If you think it’s a chore doing taxes once a year, imagine what it
must be like to be in HR and make sure they’re properly deducted every pay period.

1.9 Conduct Disciplinary Actions

This responsibility may be why HR tends to get a bad rap. When navigated inappropriately, disciplinary
actions can lead to loss of a valuable employee and can even result in litigation or a poor reputation but
vice versa can lead to success of an employee.

1.10 Job Satisfaction

Job satisfaction in the broadest: sense simply refers to a person's general attitude toward the job or toward
specific dimensions of the job. Locke defined job satisfaction as, “A pleasurable or positive emotional state
 resulting from the appraisal of one’s job or job experience. A HR keeps a check on satisfaction levels of
employees.

1.11 Employee Clearance

Employee clearance also known as FNF (full and final) happens when an employee resigns or expelled or
retiring from job. He has to take clearance from every department like finance, admin, Hr etc. about his pay
checks given, gratuity ,EPF all cleared from the company’s side before he takes an exit

Activities during Internship

HR Intern Job Description.

My internship period was from 17 May 2021 to July 8, 2021. I joined there on the
Appointed date. I had to do different duties and tasks during that period.

The HR Intern provides quality HR compliance and administrative support to The HR Team clients and
Teammates. This support is based from The HR Team office. Interns are responsible for maintaining
Satisfied clients by delivering assistance and administrative support to HR generalists and consultants on
Various projects.

My few tasks and responsibilities are listed below –

Tasks
1. Develop and Maintain HR Compliance Knowledge
2. Begins to develop a current knowledge of HR Laws and Regulations.
3. Keeps abreast of new developments in the HR field.
4. Develops a working knowledge of HR information databases and searchable resources.
5. Keeps abreast of Document retention requirements.
6. Pursue an Attitude of Learning and Development
7. Attends seminars and meetings relative to the HR profession.
8. Cultivate interpersonal skills.
9. Develop negotiating and public speaking skills
10. Foster time management skills.
11. Helps in recruitment of doctors, nurses.
12. Perform performance appraisal.
13. Data Entry
14. Job posting
15. Schedule interviews

HR administration
1. Track progress, deadlines, and priorities of all projects
2. Prepare Word, Excel and PowerPoint documents
 3. Proofread HR documents including audits, marketing information, and handbooks.
4. May be responsible for making meeting and travel arrangements
5. Ensure Career Builder and Monster job packs are current with available job ads
6. Audit HR Plus, Washington Post, and Baltimore Sun invoices
7. Manage Pre-Employment Processes
8. Track cost and effectiveness of media outlets for job postings
9. Post new positions on various websites including Naukri.com, LinkedIn.
10. Sort incoming resumes and logs them into appropriate tracking spreadsheets
11. Complete and mail out regret letters
12. Coordinate candidate interviews, physicals, and testing
13. Complete and mail out offer letters
14. Manage Client Satisfaction
15. Maintain a satisfied level of customer service with clients both internal and external.
16. Properly handle client requests through responsiveness, follow-up, and escalation.
17. Teamwork
18. Work proactively with other team members.
19. Prioritize activities for the best interest of the team when working on joint projects.
20. Handle client requests and deliver quality solutions.
21. Openly share new ideas and information with other team members.
22. Keep other team members apprised to avoid surprises and disappointed clients.
23. Manage and Accurately Report Time and Expenses.
24. Qualifications, Skills and Abilities
25. Personable, able to comfortably and pleasantly deal with a variety of people
26. Strong customer service skills
27. Full and Final statement

Assigning Authority Name- Mrs .Manisha Trivedi , Assistant Manager ( Human Resources Department),
Mr. Jai Prakash Gupta , Unit Head (Human Resources),and Mrs. Mousumi Banerjee , Manager ( Human
resources)

During my internship i was mainly assigned in HR department. B.M Birla Heart Research Centre always
determined what jobs need to be done, and how many and types of workers will be required. So, management
of company assists in determining the skills, knowledge and abilities of job holders. To ensure appropriate
personnel are available to meet the requirements set during the strategic planning process. It believes that the
quality work comes from quality workers who are well motivated and ready to take challenge to provide better
service.

I assisted in the following sections and duly made a note of it-

HR Practices in BMBHRC

BM Birla Heart Research Centre - Kolkata

 BM Birla Heart Research Centre is one of India’s foremost and Eastern India’s First and Only Cardiac
Hospital. BM Birla Heart Research Centre has been ranked as No. 1 hospital in Eastern India and No. 2 in
India in the category of super-specialty hospitals.

RECRUITMENT: A broad Manpower Planning exercise precedes the recruitment process. The
manpower planning is done keep in view the present and prospective requirements.
SOURCES OF RECRUITMENT: The hospital depends on the following sources for their recruitment:

 Placement Consultants

 Walk- in Interviews

 References

 Internal Circulars for vacancies on intranet

 Campus recruitment

 Advertisement in newspapers.

 Job portal ( Naukri.com)

For Junior/Residential Doctors the recruitment sources are students of College of Physicians & Surgeons.

Job Assigned to me - help in recruitment of nurses, perform medical check-ups, check new joining
employee documents, prepare offer letter.

SELECTION:

The hospital has adopted a multi-stage selection process which proceeds as follows:

a) Scrutiny of applications by HR Department, followed by a scrutiny by HOD

b) Short listed candidates are called for interview which is conducted by Head of Department and HR
Manager
c) Followed by written test to judge the aptitude of the candidates

d) Final interview by Vice Chairman.

The process stands completed when the selected candidates are given offer letters and advised to
appear for medical test.
 For the selection of nurses there is a slight deviation. Depending upon vacancies, the nurses appear for a
walk-in interview with Nursing Director.

Job Assigned to me - Scrutiny of document and perform background check.

INDUCTION:

For induction, the hospital follows a formal and systematic process. The new entrants are formed into
groups of 15. They are put through the induction process on the 17th and 18th of each month.

The induction process consists of:

□ The Head of HR briefs the employees on the various HR issues

□ Presentation by various HODs about their respective departments

□ General tour of the hospital

□ Induction speech by the Vice-Chairman of the hospital.

Job Assigned to me – assist nurses in knowing their leaders, hospital tour, safety standard information.

TRAINING AND DEVELOPMENT:

Determining the Training Needs:

There is no practice of determining training needs. However, HODs recommend as to who are the
employees who need training. On the basis of this input, the HR Manager makes a training calendar
which includes both in-house and external training.
The in-house training focuses on the following:

□ Behavioural skills

□ Soft skills

□ Communication skills

External training is resorted to when exposure to technical aspects are vital. During the course of both
the systems of training mentioned above, psycho-metric test are conducted.

Evaluation of Training:

In the case of nurses only, pre-training evaluation and post-training evaluation is conducted.
 Job assigned to me - check training schedules and coordinate with senior managers to provide trainings

PERFORMANCE APPRAISAL SYSTEM:

The performance appraisal system is organized and executed through an HR consultant who is on the panel
of experts of the hospital. As a first step the consultant discusses with the employees of each department and
finalizes the Key Result Areas and sets the goals. Against these the performance is evaluated for different
categories as under ---

For Executives Quarterly basis

For Nurses Half yearly

basis
For other Staff Annual basis

For Probationers Half yearly

basis

The appraisal process has the following pattern:

1) The employee is rated on a form on a 1 to 6 scale

2) The employee and the HOD discuss the rating and record their joint scores alongside

3) All the forms are sent to the HR department where the data is converted into software and computed

4) The final report thus compiled is forwarded to the Vice Chairman

5) His appraisal can lead to three possible outcomes

□ Promotion decision

□ Performance bonus

□ Increment grade

Job Assigned to me- prepare list of doctors and nurses eligible for appraisal, file performance
appraisal form, send a gift or a congratulatory mail or kit, data updating of employees.
PROMOTION POLICY

Promotion is only based on Performance.

Job Assigned to me – observation and building relationship.

MOTIVATIONAL MECHANISM:

 Decent working condition

 Continuous Training and development to Nurses of Accredited work.

 Supportive system to enhance behavioural skills.

 Regular workshops for work life balance.

 Good food facility.

 Good brand name and corporate image.

 Free medicines

 Subsidized canteen

 Death Relief Fund

 Accident Policy

 Get together

Job Assigned to me – provide support to the employees seeking assistance , help them in medi claim
process , encourage positive attitude and enable them to share their problems to the HR department , act
as a bridge between unhappy or stressed employee and HR department .

Background Checks –

Employment background checks are an essential step for organizations to take when considering
prospective candidates for positions. In many cases, human resources managers conduct
these checks of various areas of a job candidates professional and personal lives in order to make a
determination on which candidate will be best suited for employment.

Job Assigned to me – it was my responsibility to click pictures , file data and check records of the
employees on whom BGV verification has to be done , for that after gathering data I contacted
Verifacts
,a background check provider company , which further assisted me to complete my job.
 Full and Final Settlement

Usually called FNF in hospital in this process, the employee has to get paid for the last working month any
additional earnings or deductions. The procedure is fairly simple and is as per guidelines set out in the
appointment contract.

The procedure of paying to the employee and settling the calculation during the resignation process is
called the Final Settlement of the employee.

Employers can either relieve the employee first and then do the FnF OR do the final settlement first
then relieve the employee. It depends on company policy.

F&F settlement is a chaotic task and subsequently, implementing a reliable cloud-based HR solution
set up is like a blessing in disguise for the human resource team. They can collect without much of a
stretch track all the vital forms as well as documents pertaining to the layoff of a particular employee
using the FnF settlement system. Prepare for a smoother and quicker exit process for both the employer
and the employee.

Job Assigned to me - Gather individual information using Vlookup Function , assist in the settlement
process, assist the employee in getting clearances from every department , move the file of existing
employee into the exit employee once FnF is completed and recording of the same in excel .

Deadline – there was deadlines for each work assigned and I always completed my task before the
deadline.
 Key learnings

:  Compensation and Benefits: Compensation basically consists of direct and indirect compensation and B.M
Birla Heart Research Centre is very much concerned about both these types of compensation. They offer
attractive package that is in per with current market practice in similar sector. They also offer bonuses and
yearly incremental. For long term benefits, B.M Birla Heart Research Centre has provision of Gratuity,
Provident Fund. They also have leave planning for employees consisting of different kind of leaves according
to employee needs.

 Performance Evaluation: The evaluation of employee’s performance of B.M Birla Heart Research Centre is
not properly done by the HR division but also marketing division interferes in it.

 Officers of the organization are competent even though many of them simply know the working procedure of
what they are doing but don’t know the philosophy behind doing those.

 Service quality of B.M Birla Heart Research Centre is commendable. It is very important for every
organization serve its customers so that it create a loyal customer base and carry a long-time relationship with
the company as well as work as a spoken person to promote the products of the company to peers, friends,
relatives, etc. This organization is really good at its service quality.

Evaluations

After observing and completing my internship I have come up with following evaluations

(a) Activity linked recruitment

Hospital should evaluate the quantum of patient flow to the various departments and adhere to the
activity linked recruitment and deployment. The occupancy level of the wards and utilization pattern of
the OT should be critically scrutinized to find the optimum staff levels. It is always advisable to pay
more salary to the staff and get the optimum level of work done rather than over staffing the hospital.
The ideal bed to staff ratio is 1:4. Organizations with a ratio of less than 1:4 are ideally staffed but
hospitals with bed to staff ratio more than 1:4 need to undertake right sizing exercise.
(b) Automation of HR functions

Automation of HR functions may appear to be a costly and time-taking measure, but in the long term it
helps tremendously in cutting cost. For example, if a hospital has a provision of computerized
application bank, then huge amount of data can be stored and applications can be retrieved on need
basis and money can be saved as number of advertisement released will reduce.

(c) Training & development interventions

Hospital's training programme should be focused around "Train the trainer" concept wherein HR
department should identify line managers who can effectively impart training and train them in
conducting in-house programme. This helps in cutting the cost of the external training programme and
also the effect will be much more as line managers will be using live examples to train the staff.

(d) Multi-tasking of the staff

HR department should carry out through job analysis and write detailed job responsibilities. This will
help in eliminating the duplication of job activities and help in cutting the cost of HR. Also
Opportunities to merge job responsibilities should be identified to implement the concept of
multitasking. For example, point Liftman cum security guard cum driver for hospital security. On the
job training should be implemented to execute multi-tasking.

(e) Reassessment of the employee benefits

In many hospitals, employees are given certain benefits like free hospitalization, medicines, subsidized
food, free beverages etc. in order to cut cost. BM Birla Heart Research Centre sets the limits and
systems wherein every employee benefit is accounted. For example, free medicine to the employee can
be given on hospital doctor's prescription only. Setting up limits, like medicine worth a fixed amount
will be given per annum per employee will help tremendously in cost containment. .
 Conclusion

From the above discussion it can conclude such a way that since human resource management is a
continuously practicing issue and also front face of organization so it plays a significant role on organizations
overall performance. If an organization wants to gain full benefit from human resource management it should
follow all the sections of HRM. Committed and trustworthy employees are the most significant factors to
becoming an employer of choice, it is no surprise that companies and organizations face significant challenges
in developing energized and engaged workforces. However, there is abundance of research to demonstrate that
increased employee commitment and trust in leadership can positively impact the company’s bottom line. In
fact, the true potential of an organization can only be realized when the productivity level of all individuals and
teams are fully aligned, committed and energized to successfully accomplish the goals of the organization.
Thus, the objective of every company should be to improve the desire of employees to stay in the relationship
they have with the company.
 REFERENCES

Fisher et al., (1986) – ‘Field test of the cognitive interview: enhancing the recollection of the actual vicitims
and witnesses of crime’, Journal of Applied Psychology 74 (5), 722-7.

RAO V.S.P.,2020. Human Resource Management. Taxmann Publications Pvt. Ltd. 2nd edition
ARMSTRONG M.,2012. Armstrong’s Handbook of Human Resource Management Practice. Viva
Publications Pvt. Ltd. 12th edition

Cleveland, J. N., Murphy, K. R., & Williams, R. E. (1989). Multiple uses of performance appraisal: Prevalence
and correlates. Journal of Applied Psychology, 74(1), 130–135. https://doi.org/10.1037/0021-9010.74.1.130
 ACKNOWLEDGEMENT

I would like to thank Globsyn Business School for giving me the opportunity to do this internship would like to
thank
C. K Birla Hospitals (B. M Heart Research Centre) for letting me to do the internship at their office. I’d like to
thank Prof . Manas Chakravarty , Faculty (OB & HR) for guiding and providing me valuable inputs , Mrs . Manisha
Trivedi , Assistant Manager ( Human Resources Department) , my internship supervisor for guiding me with the
completion of this report. I’d also like to thank Mr. Jai Prakash Gupta , Unit Head (Human Resources), and Mrs.
Mousumi Banerjee , Manager ( Human resources) for keeping me under their supervision and providing me with all
the necessary information which has helped me in the completion of this report. I would also like to thank all the
officials of BM Birla HR Department for allowing me to be an internee at their organization and help with
necessary information.

SHUBHAM MOHAN
PGPM/IB
031606040
 SOME IMAGES OF MEMORIES

Celebrating Doctors Day

 COVID times but Duty comes first!

A light moment after training process of nurses.

Clicking picture of our security head for background verification, he tried hard to be
serious.
And the Last Day….