Project on communication

How communication is going on in bpo centre Genpact

Submitted to:- SUBMITTED

BY:-
DR.sujata sahai MEENAL
ARORA
AKANKS
HA YADAV
CHINMA
YA PARIJA
RAHUL
BOHRA
SHOBHIT
SHARMA
 Acknowledgement

We acknowledge with warm regards and gratitude the

in depth guidance and expertise shared by Dr. Sujata

Shahi with our group members. We extend our

heartfelt thanks to our guide for sparing time from her

busy schedule of shouldering great responsibilities at

work & family. The main objective of our group was to

maximize our learning through this study of Effect of

Communication in BPOs. It would not have been

possible without the support of efficient team of faculty

resources at our institute and employees at Genpact.

 Content

• Acknowledgement

• Introduction

• Objective

• Company’s Profile

• Research Design

• Sample Testing

• Recommendations and Analysis

• Bibliography
Introduction

Communication is the process of sending and

receiving information among people. It is the
transference and understanding of the meaning.

Functions of communication:
 Control - through guide lines, job related
grievances, comply with company policies.
 Motivation - task clarification.
 Emotional expression – Sharing
 Information – for decision making
FORMAL CHANNELS IN COMMUNICATION:
Communication channels are established by an organization
to transmit messages related to the professional activities of
members.

1. CHAIN NETWORK

2. WHEEL NETWORK

3. All CHANNELS

3
77
3.7777 Define the term

6666
 OBJECTIVE
What are the communication tools and
techniques used by the BPOs to increase the organization growth
and helps to reduce the Communication Gap?

COMPANY PROFILE
About
Genpact manages business processes for companies around the
world, combining its process expertise, information technology and
analytical capabilities with operational insight derived from
experience in diverse industries to provide a wide range of services
using its global delivery platform. Genpact’s goal is to help clients
improve the ways in which they do business by using Lean Six
Sigma principles, as well as cutting-edge technology, to continuously
improve business processes.
Services
Genpact provides a wide range of services, including Finance &
Accounting, Collections and Customer Service, Insurance, Supply
Chain & Procurement, Analytics, Enterprise Application and IT
Infrastructure. In offering these services, Genpact draws on three
core capabilities-process expertise, analytical ability and technology
expertise-as well as the operational insight acquired from experience
managing thousands of processes in diverse industries.

Industries
Genpact provides its services across a wide range of industries
including banking and financial services, insurance, manufacturing,
transportation and healthcare. It manages a wide range of business
processes that address the transactional, managerial, reporting and
planning needs of its clients around the world across diverse
industries and multiple technology platforms.

Management Team
Genpact is managed by an experienced and cohesive leadership
team. Many members of the team developed their management
skills working within GE and were involved in building Genpact into
the independent commercial enterprise that exists today. Genpact
business leaders are Six Sigma trained and combine strategic,
operational and financial experience with extensive relationships and
expertise within its target industries.

Culture
Genpact has created a culture that emphasizes customer centricity,
teamwork, and continuous process improvement. Our culture is
expressed in the Values & Cornerstones that embody our core
ideology and define who we are. Our Values act as a compass to
guide our thoughts and actions, and our Cornerstones are the pillars
that uphold us as an organization.

Our Brand
Genpact stands for generating value and business impact. All of our
actions and words, Values & Cornerstones, and the dignity and
respect with which we treat ourselves, our customers and our
communities, are part of the Genpact brand. The multicolored
Genpact symbol conveys aiming higher and thinking outside the box.
Visit our Brand Standard Guidelines website to learn more about the
Genpact brand.

Investors Relations
On August 2, 2007, and as declared effective by the U.S. Securities
and Exchange Commission, Genpact Limited ("Genpact")
announced its initial public offering of 35,294,118 shares of its
common stock under the trading symbol "G" on the New York Stock
Exchange.
 Research Design

Null Hypothesis : We will assume that there is no

significant Contribution of effective communication in
The working of a BPO.

Alternate Hypothesis: We will assume that there is a

significant Contribution of effective communication in The
working of a BPO.

Data Collection :

 Sampling : Test on sample of 15 employees.

 Kind of samples : Consider the employees under

various levels
 Size of sample : 3-5 employees at each level.

 Instrument : Questionnaire and Personal

Interview.
 Sample Testing

TABLE 1:

Employee’s Effective Performance

Name
Communication
Sumit Bhatia 10 6
Sonal Verma 6 4
Poonam 14 8
Sharma
Ravi Mehta 8 5
Asif Khan 12 7
 Saurav 16 9
Chaterjee
Sekhar 10 6
Agarwal
Ashish 8 5
Malhotra
Manoj Tiwari 12 7
TABLE 2:

C P (C-P) (C-P)^2 (C-P) ^2

C
10 6 4 16 1.60
6 4 2 4 0.66
14 8 6 36 2.50
8 5 3 9 1.12
12 7 5 25 2.08
16 9 7 49 3.06
10 6 4 16 1.60
8 5 3 9 1.12
12 7 5 25 2.08
TOTAL 15.82

x ^2 = 15.82

x ^2 at .05 = 15.45
Test Results
As the calculated value of chai-square (15.82) is more than
the table value (15.45), so our null hypothesis is rejected
and alternate hypothesis is accepted.

Thus we can say that :-

There is a significant contribution of effective

communication on Employee’s performance.

Research Analysis
Point of view of Upper Level Manager:

Communication through telephones is the most suited

means as it is very quick and comfortable way to deliver
relevant information.

By developing language expertise and promote different

cultural/cross-border communication to understand and
promote trades. The informal line of communication is very
helpful in developing relationships for the long-tenure.

Bibliography

Reference Book Robbins

www.genpact.com
www.google.com