TABLE OF CONTENTS

CHAPTER CONTENTS PAGE NUMBERS

NO
1 INTRODUCTION 2

2 REVIEW OF LITERATURE 22

3 RESEARCH METHODOLOGY 32

4 DATA ANALYSIS AND 36

INTERPRETATION

5 FINDINGS, SUGGESTIONS AND 49

CONCLUSION

BIBLIOGRAPHY 53

QUESTIONNAIRE 55
 CHAPTER 1
INTRODUCTION

1
 CHAPTER 1
INTRODUCTION

Introduction:

HR shared services assist HR departments deliver their offerings to personnel in a quicker,

and more effective way. It presents an opportunity to separate the operational from the strategic
so every part of the department may be simplest in imparting an effective employee experience.
They are the centralized hub of HR administrative and operational responsibilities which can be
characterized via employee self-service and automation through leveraging era, and multi-tiered
stages of carrier and carrier responses. This ‘hub’ affords the offerings that cowl the complete
organization. They are flexible to the wishes of numerous departments, gadgets, or even clients.
Our offerings may be grouped into more than one models based totally on recruiting and
operating procedures. For instance, it is able to be in-supply, outsource, or even on and rancid-
shore.

Being compliant, our services can satisfy dire desires for numerous units simultaneously and
even for multinational branches. Therefore, our HR shared offerings are specifically top of the
line for large-scale agencies. Human resource manner outsourcing is an extremely good provider
also this allows agencies to offer preferred HR offerings in the most efficient way. It is likewise
an increasingly more common organizational response to developing greater green provider
shipping. Costs may be decreased thru the economies of scale from centralization of services.
Increased consumer consciousness can cause higher excellent effects. Technology can offer
numerous routes to consumer pleasant transport (Ex : name facilities, intranets, and so on.).
Choices, even though, have to be made on the nature of the shared offerings operation and on the
connection among HR and line managers and personnel.

In these days global human assets are taken into consideration because the asset of the
business enterprise, so there's a want to broaden new techniques to stay applicable in a
converting international business surroundings is the project of the Human Resource Department
of a company. Human Resource is used to meet the desires of humans. “Human Resource

2
Management is a strategic technique and involves attracting, growing, and maintaining a skilled
and energetic staff to aid the corporation’s challenge, targets and techniques”.

Main function of the HR department is the placing of structure for reimbursement and gain,
reimbursement and benefits specialists also might also negotiate organization health insurance
charges with insurers, coordinate activities with the retirement savings fund administrator and
administrative features of payroll. Human resource making plans consists of the number and
kind of personnel wanted to accomplish organizational desires are decided by using Recruiting
nice- qualified candidate (from inside or outdoor of an enterprise) for a process commencing, in
a timely and price-powerful manner. Compliance with hard work and employment legal
guidelines is a critical HR characteristic. Noncompliance can result in workplace complaints
based totally on unfair employment practices, hazardous working conditions and standard
dissatisfaction with working conditions which can affect productivity and in the end,
profitability.

Apart from the above capabilities there are many other HR feature like- Job Analysis,
Orientation, Performance Appraisal, Career Planning, Record-retaining in that particularly
Personnel information, company way of life, plans and rules, inner exchange agent and
consultant, historic document of previous movement taken concerning employees, uncooked
material for data which take a look at and manual employees policies, and plenty of extra.

HR departments also provide leadership schooling and expert development. Leadership

education can be required of newly employed and promoted supervisors and executives on
subjects consisting of overall performance management and how to manage worker members of
the family matters at the branch level. Professional development possibilities are for employees
looking for promotional possibilities or employees who need to attain private dreams including
completing a university degree. HR is to help place of business safety education and hold
federally mandated logs for place of business injury and fatality reporting.

The one of a kind stages in an HR Shared Services offer services which includes:

1. Recruiting operations.
2. Payroll
3. Onboarding
4. Exit.
3
Recruitment and Selection:

Recruitment is the system of attracting qualified applicants for a task position and
Selection is the system of figuring out and choosing the proper candidate for that job.

Recruitment:

This is just one step within the manner of employment, However it's far a protracted manner that
includes a chain of tasks, starting with an analysis of the job requirements and ending with the
appointment of the employee. Specific duties concerned inside the manner of recruitment
encompass:

1. Analyzing job necessities

2. Advertising the emptiness
3. Attracting applicants to use for the activity
4. Managing reaction
5. Scrutinizing packages
6. Shortlisting candidates

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Recruitment sports are generally performed by way of Human Resource practitioners, either
internally or externally.

Internal Sources:

1. Present Employees:

Promotions and transfers from among the present personnel can be a good source of
recruitment. Promotion implies upgrading of a worker to a higher function wearing better
reputation, pay and responsibilities. Promotion from some of the gift personnel is advantageous
due to the fact the personnel promoted are properly acquainted with the organizational way of
life, they get prompted, and it is inexpensive additionally.

Promotion from amongst present personnel additionally reduces the requirement for task
training. However, the downside lies in restricting the selection to a few humans and denying
hiring of outsiders who may be better certified and professional. Furthermore, merchandising
from among gift personnel additionally results in inbreeding which creates frustration amongst
those no longer promoted.

2. Former Employees:

Former employees are any other source of applicants for vacancies to be filled up within the
corporation. Retired or retrenched employees can be interested to return returned to the agency to
paintings on a component-time basis. Similarly, some former personnel who left the organization
for any cause may also once more be fascinated to come back lower back to work. This supply
has the benefit of hiring humans whose performance is already acknowledged to the enterprise.

3. Employee Referrals:

This is but any other inner supply of recruitment. The current appointees refer their family
members, pals and relatives to the organization as potential candidates for the vacancies to be
filled up in the organization.

This supply serves as one of the handiest methods of recruiting human beings inside the
enterprise due to the fact personnel refer to the ones potential candidates who meet the employer
requirements acknowledged to them from their own experience. The referred individuals are

5
expected to be comparable in kind in terms of race and sex, as an instance, to folks who are
already operating in the employer.

4. Previous Applicants:

This is considered as an Internal supply in the experience that programs from the ability
candidates are already lying with the employer. Sometimes, the companies touch thru mail or
messenger those applicants to replenish the vacancies mainly for unskilled or semi- skilled jobs.

Advantages:

1. Familiarity with own employees:

The company has extra information and familiarity with the strengths and weaknesses of its
personal personnel than of peculiar and unknown outsiders.

2. Better use of the talent:

The policy of inner recruitment additionally offers an opportunity to the company to

make a better use of the skills internally available and to develop them further and
similarly.

3. Economical Recruitment:

In case of inner recruitment, the agency does not want to spend a lot money, time and effort to
discover and entice the ability candidates. Thus, inner recruitment proves to be most economical,
or say, less expensive.

4. Improves Morale:

This method makes personnel positive that they would be desired over the outsiders as and
whilst vacancies will be crammed up of their organization.

5. A Motivator:

The promotion via inner recruitment serves as a source of motivation for employees to
improve their career and earnings. The personnel sense that the organization is a place wherein
they can increase their life-lengthy career. Besides, internal recruitment also serves as a means of
attracting and retaining equipped employees in the organization.

6
Disadvantages:

The predominant drawbacks associated with inner recruitment are as follows:

1. Limited Choice:

Internal recruitment limits its choice to the expertise to be had inside the organization.
Thus, it denies the tapping of skills available in the vast labor marketplace outside the
employer.
Moreover, internal recruitment serves as a means for “inbreeding”, which is by no
means j healthful for the future of the organization.

2. Discourages Competition:

In this system, the inner candidates are covered from competitions by not giving possibility
to otherwise ready candidates from outdoor the corporation. This, in turn, develops a bent the
various employees to take promotion without displaying more overall performance.

3. Stagnation of Skills:

With the feeling that internal candidates will honestly get promoted, their ability
ultimately might also grow to be stagnant or obsolete. If so, the productivity and efficiency
of the organization, in flip, decreases.

4. Creates Conflicts:

Conflicts and controversies floor most of the inner applicants, whether or not or no longer
they deserve merchandising.

7
B. External Sources:

External sources of recruitment are those targeted outside of the

organization The principal ones are listed as follows:

1. Employment Exchanges:

The National Commission on Labor (1969) determined in its report that within the pre-
Independence era, the main supply of exertions became rural areas surrounding the industries.
Immediately after Independence, the National Employment Service was installed to bring
employers and job seekers together.

In response to it, the compulsory Notification of Vacancies Act of 1959 (usually called
Employment Exchange Act) become instituted which have become operative in 1960. Under
Section 4 of the Act, it's far obligatory for all industrial establishments having 25 workers or
greater, to inform the nearest employment exchange of vacancies (with certain exceptions) in
them, earlier than they may be filled.

The predominant functions of these employment exchanges with their branches in most
towns are registration of task seekers and their placement within the notified vacancies. It is
compulsory for the corporation to inform the outcome of selection inside 15 days to the
employment change.

Employment exchanges are specifically beneficial in recruiting blue-collar, white-collar and

technical people. A observe carried out through Gopalji on 31 corporations at some stage in the
us of a also found out that recruitment through employment exchanges was maximum favored
for clerical personnel i.e., white-collar jobs.

2. Employment Agencies:

In addition to the government corporations, there are a number of private employment

organizations who register applicants for employment and furnish a listing of appropriate
candi•dates from their statistics bank as and when sought by way of the prospective employers.

Generally, these companies choose personnel for supervisory and higher ranges. The essential
characteristic of these corporations is to ask packages and quick list the right applicants for the

8
enterprise. Of route, the final choice on selection is taken via the representatives of the agency.
At first-rate, the representatives of the employment organizations might also sit on the panel for
final choice of the candidates.

The employer companies derive numerous benefits via this source. For example, this
approach proves cheaper than the only organizations recruiting themselves. The time stored on
this technique can be utilized in some other place by the employer.

As the organizational identification stays unknown to the activity seekers, it, thus, avoids
receiving letters and attempts to steer. However, there's constantly a chance of dropping out
within the screening procedure finished by way of the agencies, a few applicants whom the
representatives of the organization would have liked to satisfy and pick.

3. Advertisement:

Advertisement is possibly the maximum extensively used method for producing many
applications. This is because its attain is very excessive. This technique of recruitment can be
used for jobs like clerical, technical and managerial. The better the position inside the company,
the extra specialized abilities or the short delivery of that resource in the labor marketplace, the
extra widely dispersed the commercials is possibly to be. For instance, the look for a pinnacle
government would possibly consist of advertisements in a national day by day like ‘The Hindu’.

Some employers / organizations put it on the market their posts through giving a publish field
variety or the name of a few recruiting organization This is executed to specially keep one's own
identification secret to avoid pointless correspondence with the candidates. However, the
disadvantage of this blind ad, i.e., post field number is that the capability activity seekers are
hesitant to use without knowing the photograph of the business enterprise, on the one hand, and
the bad picture/reputation that blind advertisements have received due to groups that vicinity
such commercials without positions lying vacant simply to recognize the delivery of
exertions/employees inside the exertions market, on the alternative.

While getting ready classified ads, a number of care must be taken to make it clear and to the
factor. It ought to ensure that a few self-selection amongst applicants takes area and most
effective qualified applicants respond to the advertisement. For this, advertisement replica need
to be prepared by the use of a 4-point manual called AIDA. The letters in the acronym denote

9
that advertisement have to entice Attention, gain Interest, arouse a Desire and bring about
Action.

However, now not many companies point out entire information about task positions in their
market. What occurs is that ambiguously worded and wide-primarily based commercials may
also generate plenty of irrelevant programs which might, by way of necessity, increase the cost
of processing them. Here, the discovering of a look at of 496 recruitment advertisements
published in The Hindu for the duration of 1981 seem worth citing. It became observed that
33.6% of public sector advertisements and 20.7% of personal zone adver•tisements supplied
essential information approximately task opportunities, obligations and reporting relationships.

As far as compensation was worried, extra of the general public area companies supplied records
approximately pay packets than the personal quarter companies (71.2% towards 29.4%). Another
interesting function confirmed that all public zone organizations supplied facts on minimum
qualifications even as simplest 18.Three% of private zone businesses supplied this records.
Finally, most effective 5.6% of the public and 1.1% of the non-public groups supplied facts on
the selection system.

4. Professional Associations:

Very regularly, recruitment for certain professional and technical positions is made via
professional associations additionally known as ‘ headhunters’. Institute of Engineers, Indian
Medi•cal Association, All Indian Management Association, and many others., offer placement
offerings for their individuals. For this, the professional institutions prepare either a list of
activity seekers or post or sponsor journals or magazines containing classified ads for their
contributors.

5. Campus Recruitment:

This is any other source of recruitment. Though campus recruitment is a common phenomenon
particularly within the American businesses, it has made its mark as a substitute these days.
Some organizations along with , HCL, Citi Bank, Grindlays, MotorOLA Call Taxi, Reliance
and so forth., in India have started out journeying educational and schooling institutes/campuses
for recruitment functions.

10
The method of campus recruitment gives sure blessings to the business enterprise businesses.
First, maximum of the candidates are available at one vicinity; Second, the interviews are
arranged at brief word; 1/3, the coaching faculty is likewise met; and Fourth, it gives them an
opportunity to sell the company to a large pupil body who might be graduating in the end.
However, the dangers of this form of recruitment are that businesses need to restrict their choice
to best “entry” positions and that they interview the candidates who've comparable schooling and
experience, if in any respect.

6. Deputation:

Another supply of recruitment is deputation, i.e., sending an worker to every other employer for
a quick period of to a few years. This approach of recruitment is practiced, in a quite manner,
inside the Government Departments and public sector groups. Deputation is beneficial because it
presents prepared understanding and the enterprise does now not ought to incur the initial price
of induction and training.

However, the disadvantage associated with deputation is that the deputa•tion period of /3 years is
not long sufficient for the deputed employee to show his/her mettle, on the one hand, and
increase commitment with the company to grow to be a part of it, on the alternative.

7. Word-of-Mouth:

Some businesses in India also exercise the ‘word-of-mouth’ approach of recruitment. In this
approach, the phrase is passed across the feasible vacancies or openings in the agency. Another
shape of phrase-of-mouth technique of recruitment is “employee-pinching” i.e The employees
working in another business enterprise are presented an appealing offer by the rival corporations.
This approach is monetary, each in terms of money and time.

Some groups preserve a file of the applications and bio-data sent by using task-seekers. These
documents serve as very on hand as and while there is vacancy in the employer. The benefit of
this method is no price concerned in recruitment. However, the drawbacks of this method of
recruitment are non-availability of the candidate when wanted and the selection of applicants is
confined to a too small variety.

The following are the main benefits:

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1. Open Process:

Being a more open procedure, it's miles in all likelihood to draw a large number of candidates/
packages. This, in flip, widens its options of choice.

2. Availability of Talented Candidates:

With a huge pool of applicants, it becomes possible for the organization to have proficient
candidates from outside. Thus, it introduces new blood inside the corporation.

3. Opportunity to pick out the high-quality applicants:

With a massive pool of applicants, the choice process turns into extra competitive. This increases
potentialities for choosing the high-quality applicants.

4. Provides wholesome opposition:

As the outside participants are speculated to be greater educated and efficient. With this kind of
historical past, they paintings with a superb attitude and more vigor. This enables create healthful
competition and a conducive work surroundings within the corporation.

Disadvantages:

The most important drawbacks associated with External recruitment are as follows:

1. Expensive and Time Consuming:

This approach of recruitment is both costly and time ingesting. There isn't any assure that the
organization receives suitable and appropriate candidates.

2. Unfamiliarity with the Organization:

As applicants come from outdoor the agency, they're not acquainted with the duties, job nature
and the internal scenario of the organization.

Three. Discourages the Existing Employees:

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Existing personnel aren't positive approximately getting a merchandising. This discourages them
from working difficult. This, in flip, boils right down to decreasing productivity of the
organization.

Selection:

Selection is the system of figuring out an individual from a pool of job candidates with the
requisite qualifications and skills to fill jobs inside the employer. This is an HR procedure that
allows differentiate between certified and unqualified applicants by using making use of various
strategies.

The time period ‘selection’ comes with the connotation of putting the right person in the right
activity. Selection is the process in which numerous strategies are employed to assist recruiters
determine which applicant is quality desirable for the task. Some sports encompass:

Screening:

1. Eliminating fallacious applicants

2. Conducting an examination (flair check, intelligence take a look at, overall
performance test, personality test, and so on.)
3. Interviews
4. Checking references
5. Medical checks

The choice method is a large part time-eating step in an employee’s hiring revel in. HR
managers need to carefully perceive the eligibility of each candidate for the submit, being
cautious no longer to brush aside vital elements inclusive of instructional qualification,
historical past, age, and so on.

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Onboarding:

Onboarding is a human assets enterprise time period referring to the procedure of introducing a
newly employed worker into an organization. Also called organizational socialization,
onboarding is an crucial a part of supporting employees apprehend their new function and
activity requirements. It’s the technique that allows them integrate seamlessly with the rest of the
organization.

Onboarding essentially consists of:

1. Salary negotiation
2. New lease office work
3. Policy and tradition schooling
4. Job training
5. Employee handbook training
6. Benefits office work
7. Beneficial education
8. Facility excursions
9. Executive introductions
10. Team introductions

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Payroll :

In easy phrases, payroll may be defined because the procedure of paying a organization’s
employees. It consists of collecting the listing of employees to be paid, monitoring the hours
worked, calculating the worker’s pay, distributing the income on time, and recording the payroll
fee.

In order to get these completed, there’s tons of heritage work worried because payroll is extra
than pretty much calculating paychecks. It’s an tricky set of tactics which requires special teams
to work in tandem. But a majority of these complexities may be managed effects by means of the
standardization of methods, selecting the proper carrier shipping version, and the use of cutting-
edge era to manage payroll operations.

Exit :

Exit Management or employee off boarding is a process to manipulate the full and final
agreement of employees after they go out from an enterprise. When an worker resigns, retires or
is being terminated from work, the required office work and formalities associated with
employee go out want to undergo a systematic method.

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16
HR shared services mainly focus on three principles which are as follows.

HR shared services particularly focus on three ideas that are as follows.

1. Value
2. first-rate
3. organizational alternate.

Organizations experience that shared offerings can reduce costs through three predominant
manner:

By slicing staff numbers, via accomplishing economies of scale

By lowering accommodation expenses, via exiting some workplaces/the usage of inexpensive

accommodation

By greater efficiency in what is executed and the way it's miles done, via streamlining and
simplifying offerings, and doing them to a consistent, accurate standard. Combining buying
decisions also offers savings thru economies of scale.

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Quality can, it's miles concept, be improved via shared services, each in itself and via HR being
extra purchaser centered. This is achieved by using:

Being more expert

Achieving greater consistency and accuracy

Being extra privy to internal and outside fine exercise

Using higher approaches to complete paintings

Delivering on time and to budget.

Discovering what the customer wishes rather than deciding what fits the provider provider

Becoming greater handy via operating consumer-friendly services (longer commencing hours or
easier manner of touch)

Improving the delivery of statistics to clients, both on procedure and content material

Giving better exceptional aid in keeping with purchaser desires.

There were four styles of organizational drivers to putting in place HR shared services:

1. To be a part of a much wider commercial enterprise trade introducing the concept

of ‘expert’ or practical services
2. To achieve a more degree of structural flexibility to reply to commercial
enterprise change
3. To enhance organizational gaining knowledge of throughout organizational boundaries
4. To allow HR to reposition itself as greater strategic to reduce involvement
in administrative minutiae.

In most of the occasions we checked out, generation turned into commonly a facilitator of
change instead of a driving force in itself. However, some shared carrier models might not had
been possible some years in the past. Technical innovation in communications has enabled some
distance reaching change to take region. Developments include the usage of:

An organizational intranet to provide data on HR policies and strategies

18
PIN wide variety based get entry to to personal facts

Sophisticated telephony consisting of IVR (interactive voice response) to offer callers a desire of
options to key into from a voice menu, or allotted name systems allowing callers to be routed to
faraway locations

Document control structures, eg permitting paper to be scanned in order to feed digital

documents, to transfer fabric electronically, and to permit multiple get right of entry to by means
of HR workforce

Workflow structures that manual and set off the consumer as to the next steps to be taken

Standard paperwork on the intranet that may be electronically finished and sent.

NEED FOR THE STUDY:

To find out about the business enterprise recruitment and choice practices, Onboarding, Payroll,
Exit and information the entire employee lifecycle and its diverse approaches worried in it. It
also facilitates us to develop a strategic approach to recruitment, schooling, evaluation, and every
other intricacy of HR. It enables to gain exposure to the design, method, and execution of such
techniques in a international state of affairs.

OBJECTIVES OF THE STUDY:

 To take a look at the effectiveness of recruitment and selection. To examine the diverse sources of

recruitment and choice

 To understand the employee existence cycle at an agency.

 To have a look at the services supplied through the organization and the way it allows to
hold employees.

 To have a look at the reasons for most of the exits within the organization.

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SCOPE OF HR SHARED SERVICES:

Reducing prices and averting duplication of attempt: Achieving economies of scale and
casting off duplicated effort can streamline and simplify offerings, additionally reducing fees.
For example, the capacity to make the most Achieving economies of scale and putting off
duplicated effort can streamline and simplify offerings, as well as lessen expenses.

Improving first-class of carrier to clients: Using extra efficient processes can deliver extra
consistency, and extra timely and correct information and advice to the provider middle’s
customers (as an example, person personnel or line managers). With the increasing requirements
for organizations it is better to establish possible income center. Organizations now and again
actively are seeking for to turn out to be a shared provider company for different companies,
using their shared services know-how and /or any spare ability inside their very own carrier to
assist understand their group of workers, such upgrades in data availability are an increasing
number of essential.

Greater HR focuses on approach:

Greater structural flexibility, improving organizational studying, and freeing up people

specialists from the extra every day habitual enquiries are critical levers for re-positioning the
contribution of HR as an enterprise-driven characteristic, centered on its strategic position in
facilitating and supporting organizational change.

Shared knowledge:

A centralized carrier allows the pooling of knowledge about what works throughout
exclusive elements of the business enterprise and exclusive geographical regions, and the
sharing of perception about customers and markets.

As a possible income center:

Organizations sometimes actively seek to become a shared carrier issuer for other
businesses, using their shared offerings information and /or any spare potential inside their
personal provider.

20
 CHAPTER 2
REVIEW OF LITERATURE

21
 CHAPTER 2
REVIEW OF LITERATURE

INTRODUCTION:

The human sources are the maximum crucial property of a corporation. The success or failure
of an organization in large part depends on the caliber of the employees operating in company
without superb and creative contribution from employees, enterprise cannot development and
prosper. In order to gain the aim and pastime of a corporation, consequently, they need to recruit,
Select and maintain candidates with right talent, right qualification and proper enjoy for the right
activity.

Amherst Group Limited (1997):

The information and importance of shared offerings are contingent upon the diploma of
effective conversation through all levels of control to their respective employees.

Alvarez et al. (1999):

Alvarez described the evolution of shared offerings as a company that won forex inside the
Nineteen Nineties while many businesses known that escalating overhead charges and redundant
aid service operations did not beautify shareholder price. By developing the shared services
commercial enterprise unit and laying down enterprise-oriented standards, many businesses
realized large profits in efficiency, professionalism and productivity of guide offerings. Shared
services centers have consequently emerges as a “silver bullet” of types for many businesses.

Schulman (1999):

The key advantages of shared offerings are price discount, improving service best,
technique simplification, sharing great practices, expertise transfer, accelerated
productiveness, higher economies of scale, leveraged era, progressed span of manipulate, and
extra alignment to business requirements. In other words, it's far a structure that must growth
the bottom line.
Intangible benefits include improved patron pride, standardized processes, an extra focused

22
approach on price adding and stepped forward accuracy of facts and higher leverage of the
learning curve.

Quinn (2000):

Shared services refers to the practice of commercial enterprise units, running groups and
companies figuring out to share a common set of offerings in preference to having a sequence of
duplicated offerings. These not unusual services are typically administrative functions which
might be blended jointly or cooperatively in a few way for the development of the offerings,
acquiring better economies of scale and getting all collaborating events to be responsible inside
the sharing transactions.

Bergeron (2003):

Bergeron suggests that the supply of quite skilled workers, supportive commercial enterprise
subculture, high degree of worker morale and open employee communications are important for
a shared offerings surroundings.

Kearney (2005):

Kearney suggests that ineffectual leadership, lofty visions, poor scope, useless verbal
exchange and training and vOLA Call Taxitile era are commonplace hassle regions in shared
services.

Ulrich (2006):

The shared offerings idea continues to be a quite new idea with the understanding that
shared services is essentially approximately optimizing company assets and strategies into a
brand new organizational entity and that its definition still stays doubtful. The elegance of this
idea lies in the need for fee reduction, improving provider pleasant, method simplification,
sharing nice practices, understanding switch and greater alignment to business necessities.

1. Shared offerings operate as a stand-on my own unit and in most cases is an unbiased entity.
They have to run as a enterprise and ought to be considered an internal outsourcing partner. They
help to create a flatter organizational structure, a step toward globalization and in the direction of
outsourcing.

23
2. They may be geographically separated from headquarters by way of distinctive feature
of having adequate facts and conversation technology.

3. Shared offerings are method oriented and consciousness on precise sports that are
nonstrategic and enterprise helping.

4. They are driven by market competitiveness, with the services because the company’s
“product.” These services need to be furnished at a low cost by using virtue of
concentrated
efforts and economies of scale. The noticeably decrease provider prices and better first-class tiers
must be such that it is a greater appealing option than to are seeking services from the shared
services middle than from external providers.

5. Shared services leverage technological investments and because of their attention can call for
better prices and reductions. Shared offerings can justify the purchase of allowing era.
Typically, a enterprise unit will not be able to have the funds for main-part era by using itself.
By pooling resources with different divisions, the acquisition of generation which include
agency resource software program programs may be justified in terms of cost.

6. They attention on services and support to commercial enterprise devices which pass past
even the conventional perception of customer service or patron support. The basis is the
introduction of an improved stage of internal supplier-inner customer support relationships
pushed towards partnerships.

7. They attention on continuous development.

The Collins English dictionary and glossary (2006):

The Collins English dictionary and word list defines “shared” as the “use or benefit at the
same time with others”- as a result a shared service is a service that is used for joint benefits
with others. The others cited in this example are different business devices in a selected
organization.
It is a provider that is made to be had to all enterprise devices, with contractual agreements
with every commercial enterprise unit specifying how the provider should be rendered. These
types of offerings can be transaction primarily based and/or advisory primarily based.

24
Transactional offerings are administrative and repetitive, while advisory services are used to
offer a consultancy provider.

Colman (2006):

Colman indicates that growing two-way communiqué between service provider and person is
an crucial driver of shared services. Communication in a shared services surroundings way
retaining all stakeholders informed about service implementation, soliciting comments on new
thoughts, and alerting them when matters exchange. Some techniques of communiqué consist of
newsletters, dialogue boards, conferences and the usage of the intranet.

SILZER ET AL (2010) –

Researcher objectives is to ensure the technique of recruitment does now not end with
application of applicants & selection of proper candidate, however recruitment & selection
entails sustaining & retention of the employees who are selected.

AKSHAY KARWAL (2016)-

Researcher describe the “demanding situations that current recruiter’ work” wherein
employees live inside the organization now and again which influences internal & outside
elements in recruitment & selection technique among the hr branch & balance b/w old & new
personnel.

25
INDUSTRY PROFILE AND COMPANY PROFILE

INDUSTRY PROFILE:

s are taxi services in India in several cities in India. In some cities, they operate under a
regular taxi permit, while in some cities, they are treated as tourist vehicles for hire. They often
offer services at all times of the day. services are not officially recognised by the Motor
Vehicles Act. They are preferred as they are considered safer, more convenient than ordinary
taxis or autorickshaws, and reliable. In Mumbai, ordinary taxicabs can be booked over the
internet or with a phone.In Coimbatore, a service was launched where autorickshaws can be
booked over the phone.
Aruppukottai is a town and a municipality in Virudhunagar district in the state of Tamil
Nadu, India. Aruppukottai's classical name is "Sengattu Aravakotai". Aruppukottai is about 50
km from Madurai. It is in the middle of Madurai-Tuticorin National Highways NH-38. The
villages and towns surrounding Aruppukottai makes this as a major town as well as a major
transit hub and they are also famous for production of jasmine. Aruppukottai is always famous
for producing yarn. Sri Ramana Maharishi was born in Tiruchuli near Aruppukottai town.
Aruppukottai was part of king Sethupathi of Ramnad. King Sethupathi has Zamin Palace in
Palyampatti. As of 2011, the town had a population of 87,722. The town also hosts two famous
temples – Arulmigu Meenakshi Chokkanatha Swamy Temple built in 13th century by Pandiya
King Maravarma Sundarapandiyan and Malaiyarasan Temple..

26
COMPANY PROFILE:

Type Private

Industry Transportation

Founded 3 December 2010; 11 years ago

Founders Bhavish Aggarwal and Ankit Bhati

Headquarters Bangalore, Karnataka, India.

Number of locations 250+ cities

Area served India, Australia, New zealand, UK

Revenue ₹2,544 crore (US$330 million)

Number of employees 4000+

Website www.OLA Call Taxicabs.com

27
OLA CALL TAXI MISSION :
To provide best transport services

OLA CALL TAXI VISION :

Be the leader

OLA CALL TAXI VALUES :

1. Effectiveness
2. Creativity
3. Modernization
4. Efficiency

HISTORY :

In March 2015, OLA Call Taxi Cabs received Bangalore-based totally taxi provider Taxi for sure
for about
₹12.37 billion (US$160 million). June 2015 onwards, OLA Call Taxi users won get entry to to
TFS cabs via the OLA Call Taxi mobile application. Later within the 12 months in November,
OLA Call Taxi similarly obtained Geo tag, a trip-making plans packages agency, for an
undisclosed sum. In a pass to increase beyond cab aggregation, OLA Call Taxi received
struggling food tech organization Foodpanda India with an eye fixed on leveraging the
developing meals shipping phase enterprise in December 2017. In April 2018, OLA Call Taxi
made its second acquisition with Ridlr (formerly Traffline), a public delivery ticketing app. Later
in August 2018, OLA Call Taxi financed Series A funding of the scooter lease startup Vogo, and
once more in December, invested another $ hundred million.

28
In March 2019, the Karnataka country delivery department suspended OLA Call Taxi's
operating license for six months for viOLA Call Taxition of license conditions and viOLA Call
Taxition of Karnataka On-Demand Transportation Technology Aggregator Rules, 2016. This
changed into because of OLA Call Taxi jogging motorbike taxi services although it handiest
had license for four wheeler taxi operations. The company termed the order unfortunate and
became looking at operating with using companions to keep functioning. They additionally
claimed to be in touch with authorities to kind things out.

In 2019, more than 10,000 drivers implemented each in on line and offline mode, in advance of
its launch in London. In February 2020, OLA Call Taxi launched its taxi-hailing offerings in
London with over 25,000 drivers registered. OLA Call Taxi published its first-ever working
profit of ninety crore (US$12 million) in the economic year 2020-21.

Apart from the trip-hailing commercial enterprise OLA Call Taxi Cabs, the preserving
organization ANI Technologies operates OLA Call Taxi Fleet, OLA Call Taxi Financial
Services, OLA Call Taxi Foods, OLA Call Taxi Dash and OLA Call Taxi Cars. As of
September 2019, it also owns a 6% stake in the electric scooter production business enterprise
OLA Call Taxi Electric.

SERVICES PROVIDED BY OLA CALL TAXI :

RIDE HAILING:

OLA Call Taxi Cabs offers one-of-a-kind ranges of carrier, ranging from economic to luxury
journey. The cabs are reserved thru a cell app and additionally through their website and the
carrier accepts both coins and online bills. It claims to clock an average of more than a hundred
and fifty,000 bookings in keeping with day and instructions 60% of the market proportion in
India as of 2014. As of 2019, the agency has expanded to a community of more than 1.5 million
drivers across 250 towns.

In November 2014, OLA Call Taxi various to contain auto rickshaws on an ordeal foundation in
Bengaluru. After the trial phase, OLA Call Taxi Auto increased to different towns like Delhi, Pune,
29
Chennai and Hyderabad beginning in December 2014.

In March 2016, it introduced motorbike taxi provider on its platform. OLA Call Taxi has
faced felony troubles in lots of states where running motorcycle taxis is unlawful.

OLA CALL TAXI FLEET:

In January 2015, OLA Call Taxi acquired radio taxi employer G Cabs for an undisclosed
quantity and renamed it as OLA Call Taxi Fleet Technologies. OLA Call Taxi Fleet is
engaged in leasing of cabs to partnered drivers.

OLA CALL TAXI DASH :

In July 2015, OLA Call Taxi launched OLA Call Taxi Store, a grocery shipping service in
Bangalore, earlier than shutting it down in March 2016. In November 2021, OLA Call Taxi
Store again with short shipping of grocery and essentials, beginning with a pilot launch in
Bangalore. By January 2022, OLA Call Taxi set up 200 darkish stores across nine towns, and
rebranded the provider as OLA Call Taxi Dash.

OLA CALL TAXI FINANCIAL SERVICES :

In November 2015, OLA Call Taxi released its cell bills and wallet product referred to as
OLA Call Taxi Money. OLA Call Taxi Money is owned by OLA Call Taxi Financial
Services, which additionally gives monetary merchandise together with insurance, credit
playing cards and vehicle loans.

OLA CALL TAXI CARS :

In October 2021, OLA Call Taxi released its new and pre-owned automobile market referred to
as OLA Call Taxi Cars in 30 cities. The on line platform is likewise expected to promote new
automobiles of OLA Call Taxi Electric and different manufacturers.

30
EV sales 2022 :

Below is the Graph depicting EV sales in India :

31
 CHAPTER – 3
RESEARCH METHODOLOGY
SWOT ANALYSIS :

Strengths :

1. Advanced and updated era is utilized in Recruitment and Hiring.

2. Reduced Manual efforts to an extent.
3. 7+ entities serving in specific departments which includes Transportation,
Food, Financial and Public offerings.
4. Positive point of having many entities is that even supposing one fails, there are
options to work on.
5. In comparison with the competition, OLA Call Taxi has evolved its standards from a
complete transportation provider organization to Manufacturing organization creating
a massive effect within the revolution.

Weakness :

1. More number of entities, higher the chance.

2. Demand and Supply are incompatible.
3. Technical troubles within the new product causing lack of customers.
4. Time intake to turn a startup into a fully superior and a hit organization.

Opportunities :

1. Due to EV begin up, employment possibilities are massive.

2. OLA Call Taxi to provide 100% job possibilities for women in Plant, Pochampally, Tamilnadu.
3. More the variety of entities, Higher the job opportunities.
4. Variety of offerings supplied at simply one forestall.
5. High possibilities of turning into the quickest transferring EV of India.

32
Threats :

1. Ather and Bounce to give thick competition to OLA Call Taxi in coming years.
2. Data protection and leakage concerns.
3. Not meeting needs may cause lack of customers.
4. Technical troubles in EVs may be a critical problem to the client's existence.
5. Foreign manufacturers steal Indian clients via bringing in advanced technology
answers if they don’t improve every so often.

COMPETITOR’S PRODUCT AND SERVICES:

UBER:

Uber is an era company whose challenge is to reimagine the way the arena movements for the
higher. Their generation enables to increase and keep multisided structures that healthy
customers searching out rides and independent companies of ride services, in addition to with
other forms of transportation, such as public transit, bikes, and scooters.

1. Transportation offerings.
2. Uber eats [Currently purchased by Zomato]
3. Uber connect [Package pickup and drop]
4. Uber app

RAPIDO:

Rapido is India’s first and fastest-developing Bike taxi app with a whopping 25 Million+ app
downloads. They are actually strolling operations in extra than one hundred cities.

1. Transportation carrier [Bike only]

2. Rapido Box, a new on-demand delivery provider in which clients can request choose
and drop of food, groceries, and drugs on the app, from or to any other purchaser.
3. Rapido app.

33
BOUNCE:

Bounce Scooter Share, or truly Bounce, is an Indian clever mobility company, and the operator
of the most effective dockless self-drive scooter service in India.

1. Self driven scooters with helmets.

2. To increase $100 million inside the following few months to launch new products and
extend its battery-swapping network.
3. Bounce app.

ATHER:

Ather Energy is an Indian electric vehicle organization, established in Bangalore. It was based by
way of Tarun Mehta and Swapnil Jain in 2013. It has additionally hooked up electric powered
vehicle charging infrastructure throughout the u . S . Known as Ather Grid.

34
 CHAPTER 4
DATA ANALYSIS AND INTERPRETATION

35
 CHAPTER 4
DATA ANALYSIS AND INTERPRETATION

Table 1:

Respondent’s Gender Analysis:

Gender No of respondents Percentage

Male 21 42%

Female 29 58%

Total 50 100%

Analysis:
The majority of respondents from the survey are female employees (58%) and the rate of male
employees is (42%).

Interpretation :
Job opportunities for women at OLA CALL TAXI are high including the job location such as
plant and corporate office together.
36
 Table 2:

Respondent’s Age Analysis:

Age of the Employee Count Percentage

18 - 30 Years 25 50%

31 - 40 Years 15 30%

41 - 50 Years 8 16%

51 - 60 Years 2 4%

Total 50 100%

Analysis:
The majority of respondents range from 18 - 30 age group 50%, 30% from 31 - 40 age group, 16%
from 41 - 50 age group and 4% from 51 - 60 Years.

Interpretation:
OLA CALL TAXI makes room for freshers and young minds as they are filled with new ideas
and talent which can be a great opportunity to the young generation and at the same time
provides skilled employees to the organization.

37
 Table 3:
Respondent’s qualification analysis:

Qualification No of respondents Percentage

UG 18 36%

PG 32 64%

total 50 100%

Analysis:
The majority qualification group is 64% i.e Post graduate employees and 36% are Under graduate
employees.

Interpretation:
From the above graph we can easily identify that PG employees have more opportunities
compared to UG at OLA CALL TAXI as we are specifically focusing on HR Shared Services
which requires PG and HR specialized candidates at max.

38
 Table 4:
Which is the best source of Recruitment?

Particulars No of Responses Percentage

Internal 12 20%

External 17 25%

Both 21 55%

Total 50 100%

Analysis:
Out of 50 respondents, 12 said Internal sourcing is used, 17 chose External sourcing and majority
i.e 21 chose both Internal and External sourcing as the best option.

Interpretation:
Both Internal and External sources are best for recruitment of new employees as both have their
own benefits like choosing External resources can find best skilled employees from every nook
and corner of the country and by using Internal sources it encourages present employees by
providing opportunity to present employee’s family and friends.

39
 Table 5:
External sources which are mostly used for recruitment in OLA CALL TAXI :

Particulars No. of responses Percentage

Consultants 35 65%

Internet 15 35%

Total 50 100%

Analysis:
Out of 50 respondents, 35 chose consultants as the best External source and the remaining 15
chose the Internet as the best External source.

Interpretation:
It was found that 65% of the employees are recruited through the consultancies and 35% of the
employees are selected by the internet. Consultancy and Internet are the major sources which
provide eligible candidates for the hiring in OLA CALL TAXI.

40
 Table 6:
Which facility do you think is best for the new employees?

Particulars No. of responses Percentage

Joining bonus 18 36%

Relocation services 22 44%

Travel and Accommodation 10 20%

Total 50 100%

Analysis:
Study shows that 44% of the employees opt for Relocation services, 36% employees opt for
Joining bonus and only 20% to choose Travel and Accommodation facilities.

Interpretation:
Providing job opportunities for people outside the city can increase the number of people
wanting to relocate. Relocation is one of the key aspects in hiring and retaining skilled
employees from different parts of the company.

41
 Table 7:
Is Relocation service favorable for the company and Employees?

Particulars No of Responses Percentage

Yes 42 84%

No 8 16%

Total 50 100%

Analysis:
Out of 50 respondents, 84% employees say relocation services are important for the company
and employees and remaining 16% employees feel it is not favorable.

Interpretation:
Relocation services do encourage employees to accept offers and help the company to retain
employees but 16% feel it is an extra expense to the company which can be cut off, if
opportunities are provided for the candidates residing in the same city.

42
 Table 8:
Employee satisfaction with the recruitment process:

Particulars No of Responses Percentage

Yes 35 70%

No 15 30%

Total 50 100%

Analysis:
Out of 50 respondents, 70% employees said they are satisfied with the recruitment process and
remaining 30% employees said they were not satisfied.

Interpretation:
It was discovered that 80% of representatives are happy with the enrollment procedure received
by OLA CALL TAXI. In any case, a portion of the respondents thought there ought to be a few
changes in the current enrollment procedure of the Association.

43
 Table 9:
Rating of HR practices at OLA CALL TAXI:

Sl.no Particulars No. of responses Percentage

1 Excellent 25 60%

2 Good 15 20%

3 Average 5 10%

4 Bad 5 10%

5 Total 50 100%

Analysis:
60% of the employees have rated Excellent, 20% as Good, 10% Average and 10% are not
satisfied at all.

Interpretation:
As per analysis almost 80% of the employees are satisfied with the HR practices at OLA CALL
TAXI and remaining 20% seek improvement in HR help desk services, Bringing in upgraded
technology to reduce manual workload and improve HR service quality.

44
Actual data:

Particulars Male Female Total Percentage

Excellent 15 10 25 0.5

Good 9 6 15 0.3

Average 3 2 5 0.1

Bad 3 2 5 0.1

Total 60 55

Expectation if there were an equal number of men and women:

7.5 5

2.7 1.8

0.3 0.2

0.3 0.2

Performing Chi test:

Formula in excel = [= CHITEST(Present reading, Expected reading)]

Result = 0

From the experiment if a low value for chi-square is seen, the it means that there is a correlation
between the two sets of the given data. In case your observed and expected values are equal (“no
difference”) then chi-square will be zero.

45
 Table 10:

Do you think that the communication channel is strong enough to promote and strengthen the
brand value of the organization?

Opinion No of respondents Percentage

Strongly agree 22 44%

Agree 15 30%

Neutral 9 18%

Disagree 3 6%

Strongly disagree 1 2%

Total 50 100%

Analysis :
The above shows clearly shows out of 50 respondents 22 strongly agree ,15 only agree, 9
respondent are neutral ,3 respondents disagree and finally 2 respondents strongly disagree.

Interpretation:
From the graph shown above, majority respondents strongly agree saying that the company has a
strong communication channel. This can also be improvised by introducing social media
marketing, including digital platforms and Advertising on prime time channels.

46
 Table 11:
No of exits in an organization and reasons for the same:

Sl no Reason No of people Percentage

1 Pay 20 40%

2 Growth Hindrance 5 10%

3 Lack of employee encouragement 5 10%

4 Suffocating environment/ Work culture 10 20%

5 Others 10 20%
[Office politics, peer conflicts etc]

Analysis :
From the above graph we can see that 40% of the exits happen due to Pay, 20% office politics,
20 % unhealthy environment, 10% Lack of employee encouragement, 10 % Hindered growth.

Interpretation :
Most of the employees are dissatisfied with their pay which co-relates to the fact that this is a
sort of employee discouragement. An organization should provide time to time appraisals,
compensation benefits and increase pay when the work pressure is increased. This helps in
employee engagement, increase in productivity and retains skillful employees.

47
 CHAPTER 5
FINDINGS, SUGGESTIONS
AND
CONCLUSION

48
 CHAPTER 5
FINDINGS AND CONCLUSION

The assembled data has exhibited that OLA CALL TAXI has done remarkable work in its
Human Resource office.

5.1 FINDINGS:

1. The majority of respondents from the survey are female employees (58%) and the rate of
male employees is (42%) also at OLA CALL TAXI Future factory it is completely
handled by the women employees.
2. The majority of respondents range from 18 - 30 age group 50%, 30% from 31 - 40 age
group, 16% from 41 - 50 age group and 4% from 51 - 60 Years therefore we can say that
OLA CALL TAXI provides an opportunity to young and fresh minds by giving them a
chance to start their career in an advanced environment and bring out the best effective
ideas and explore opportunities.
3. The majority qualification group is 64% i.e Post graduate employees and 36% are Under
graduate employees. OLA CALL TAXI prefers highly qualified employees who are
expertise in that specific field as this will reduce training duration, Training cost as it
hires candidates who are expertise in that specific field.
4. Out of 50 respondents, 12 said Internal sourcing is used, 17 chose External sourcing and
majority i.e, 21 chose both Internal and External sourcing as the best option. Also by
choosing only Internal sources it hinders finding most skilled and efficient candidates
and by choosing only external source, It demotivates current employees by not providing
an opportunity to their friends and family.
5. Out of 50 respondents, 35 chose consultants as the best External source and the
remaining 15 chose the Internet as the best External source, Internet can be deceiving at
certain times as there are a lot of fake profiles and IDs hence consultants having direct
contact with the employee who they know in person can provide best and genuine pool of
candidates.

facilities. Relocation service can help extract skilled and talented employees from
49
 different parts of the country.
6. Out of 50 respondents, 84% employees say relocation services are important for the
company and employees and remaining 16% employees feel it is not favorable. The
respondents who feel relocation service is not a good idea because it costs extra expense
to the company.
7. Out of 50 respondents, 70% employees said they are satisfied with the recruitment
process and remaining 30% employees said they were not satisfied.
8. 60% of the employees have rated Excellent, 20% as Good, 10% Average and 10% are
not satisfied at all.
9. As per the research we can see that 40% of the exits happen due to Pay, 20% office
politics, 20 % unhealthy environment, 10% Lack of employee encouragement, 10 %
Hindered growth. When an employee is hired, it is extremely important to keep his skills
and talents in mind while finalizing the pay and also the efforts must be considered and
appreciated.

50
5.2 SUGGESTIONS :

1. Recruitment and Selection processes must be different for different age groups of
employees based on their experience.
2. Instead of manually entering new joiners data in the system, document readers should be
used to extract the data after scanning.
3. Instead of providing Relocation service for all employees, Establishment of OLA
CALL TAXI offices in different cities of the country can avoid migration of employees
and save relocation costs.
4. Software to track the no of joiners and exits must be taken into consideration to track
timely retention percentage of the company.
5. Creche facilities to be provided for working mothers.
6. Self Defense training and extra courses should be made available.
7. Appraisals for employees who are working in calling sectors should be promoted to
encourage and retain talented.
8. Cab facility in morning as well as night hours for both men and women should
be provided for retaining skilled employees traveling from farer places.
9. A team of testing engineers to be established and before delivering any electric vehicle
Physical and software testing at core level must be performed.
10. Bi- weekly payments and Advance payments must be introduced.

51
5.3 CONCLUSION

To conclude It might be obviously contemplated that for an association to succeed all things
required is the most ideal enlistment and assurance frameworks which moreover shapes the
general work of the leading body of its association thus, the HR Shared services play a vital role
in the organization. By close this composing overview, the assessment underscores in transit that
the entire HR process is consolidated with various methodology, for instance, imperative game
plan of the association, planning and improvement plans, pay, satisfying/driving force structure,
execution assessment, lastly, mechanical relations. Also there exist a couple of reasons why the
most clear information have been moreover promising; including the efficient idea of gatherings,
the usage of overviews reliant on an occupation assessment, thought of leading body of
examiners, the demonstration of note making during the gathering, and the use of rating scale
subject to social parts to quantify the interviewee's answers all have a crucial impact in the
improvement of the enlistment authenticity.
OLA CALL TAXI highly concentrates on developing their HR services which is the
backbone of the organization helping them deliver a smooth and amazing
employee/Customer service.

52
BIBLIOGRAPHY

53
 BIBLIOGRAPHY

Books:

 Name - Dr. C.R. Kothari

Year - 2008
Book - Research Methodology
Publisher - New age international publications

 Name - Chris Duke

Year - 2001
Book - Recruiting the right staff.
Publisher - Matrix Digital Publishing (15 November 2006)

 Name - C.B Gupta

Year - 2005
Book - Human Resource Management
Publisher - SULTAN CHAND & SONS (1 January 2016)

Websites:

1. www.google.com
2. www.en.wikipedia.org
3. www.scribd.com
4. www.solidteamconsulting.com
5. www.hrindiasolutions.com

54
 QUESTIONNAIRE
A STUDY ON CUSTOMER SATISFACTION ON USING PRIVATE CALL TAXI IN
ARUPPUKOTTAI TOWN
Hello Sir/Madam,
Name of the Customer:
Age:
City:
Call Taxi Preference:
Please take a few minutes of your time to fill in the following survey.
1. How often do you use a taxi?
 Daily

 Weekly

 Once a month

 More than once a month

 Several times per year

 Never

2. Why do you most often use a taxi?

 Airport, Rail or Port transfer

 To and from entertainment events

 To and from work

 Following a road accident or breakdown

3. At which time of day do you most often require a taxi?

 Morning / Afternoon

 Afternoon

 Evening

 After dark

4. What is the main reason you wouldn't use taxi's more often?
 Price

 Discomfort

 Bad past experiences with drivers

5. If you were to order a taxi, which method would you use?

55
  Over the phone

 Via the Internet

 Flagging down on the street

 A taxi stopped for you without request

 You used a known local taxi hub or rank

6. Have you ever had a bad experience with a taxi?

 No, never

 Yes, once

 Yes, multiple times

7. In your opinion, are taxi prices affordable?

 Completely affordable

 Modaretely affordable

 Unaffordable

 Extremely expensive

8. Please confirm your gender:

 Male

 Female

9. Please define your age category below:

 0 - 20

 21 - 30

 31 - 40

 41 - 50

 51 - 60

 60+

10. Would you recommend this taxi service to a friend, relative or colleague?
 Yes

11. Please let us know your thoughts or feelings about our taxi service in your own words:

56
57