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 ACKNOWLEDGEMENT

We express our deepest gratitude to Dr.Parul Jhajharia , Programme

Director, MBA (HR), Amity Business School, Noida for providing us with
her invaluable guidance, knowledge and support which helped us in
successfully completing this project.

We are also very grateful to Ms. Prachi Agarwal, Amity Business

School, Noida for her unwavering support during the course of the
research and afterwards.

We are thankful to the entire staff of Accord Consultants, Bangalore for

the support that they extended for our project.

We are also deeply indebted to Ms. Anindita Dey, Consultant trainer,

Accord Consultants, for providing us with the valuable information and
insight about the company without which this project would not have
seen the light of day.

Finally, we take this opportunity to extend our deepest appreciation to

our family and friends, for being with us during the crucial times of the
completion of our project.
 THE ACCORD STORY
Accord's Beginnings

Accord was born 26 years ago, when a husband-and-wife duo's

need for self-actualisation and self-expression gave birth to
their brainchild - an institution that would provide professional
consulting services to some of the best companies that were to
come.

Accord began operations in 1983 with 2 people and a garage

for an office. Nurtured with passion, personal involvement,
dedication, integrity and ethical values, Accord took its baby
steps with Caravan Goods Carriers, Armsel and Mysore Paper
Mills as its first clients. More people were added to the team,
which grew from 2 to 4, and then became 6 when Accord
turned one.

In that age and era Accord worked with public sector and
central and state government organisations like BEL, BHEL,
HAL, HMT, Bureau of Public Enterprises, on programs that
encompassed communication, presentation, leadership,
supervisory development and management skills, to name just
a few.

Soon MNCs entered the picture and for Texas Instruments, its
first MNC client, Accord offered writing, presentation and
communication skills development programmes. In 1994, in
union with Motorola, Accord pioneered the 'Train-the-Trainer'
programme. In the same year, Accord trainers were certified
by Motorola University for Motorola specific-programmes.

Then Accord extended its reach to the IT industry, with Infosys

and Wipro becoming prized clients. By 2005, Accord trainers
were conducting programmes not just in India, but also in
Singapore, KL and Bangkok - for HP and Youth Reach.
VISION, MISSION, GOALS AND OBJECTIVES

Vision: By providing the best HR solutions to our clients we

seek to become the most sought after developers of human
and organization capital

Mission: To provide our clients customised solutions through

our 2 business divisions - Consulting and Training - in the
following areas:

• Communication

• Leadership

• Teambuilding

• Self and personality Development

• Cross-cultural Effectiveness

• Organisational Development

• HR Strategy

• Change Management

Goals: Accord plans to focus on new areas and add more

services and products to its offerings. It also plans to expand
its operations - nationally and regionally.

Accord also plans to add to its 50+ strong team in terms

of expertise and build internal capability to leverage on our
knowledge of the industry.

Objectives: The company provide canned solutions. The

knowledge and experience we have gained by working in
different industries with various clients have enabled our
specialists to provide the most versatile solutions, quickly.
International operations have begun with the establishment of
Accord Business Solutions Pte Ltd in Singapore.

VALUES AND STRENGTHS

Professionalism, quality and ethics are the foundation of

Accord. The founders maintain a very personal and genuine
intimacy with every customer. No Accord trainer has ever been
late; no programme ever cancelled and Accord has consistently
met the expectations and requirements of its clients. Any
requirement that has come in even as late as an hour before
the appointed time of training has been addressed and even in
the most adverse situations, Accord has never compromised on
quality.

Accord prides in having completed 26 successful years. What

began as the fulfilment of a couple's dream - calling for huge
sacrifices which every member willingly and happily made - is
today a professional organisation that fulfils the needs of many
other organisations, steering their best resources towards the
path of success.

Like any company, Accord too has had its ups and downs, but
it has withstood the test of time, standing tall in its areas of
expertise. Accord has been in the industry for 26 successful
years solely on the strength of satisfied clients' references -
without a website (till 4 January 2010!), marketing team and
any kind of advertising.

PRODUCTS AND SERVICES

Areas of Expertise

The consulting solutions focus on "impact to client". They

provide result-oriented, end-to-end solutions in the following
areas:

• Leadership Development

o Developing first-time leaders

o Developing trade union leadership

o Developing institutional leadership

• Cross-cultural Strategy
 o Working with diversity and multi-cultural teams

o Working and living abroad

o Doing business beyond borders and with foreigners

o Auditing content from a cross-cultural perspective

• Organisation Development

o Transforming talent

o Conducting surveys (including employee satisfaction

surveys) and audits

o Restructuring and integrating organisational systems

and structures

o Culture building

o Developing internal trainers

• HR Strategy

o Mapping competency and assessment centres

o Managing performance

o Drawing up policies and guidelines

o Planning succession

• Change Management

o Managing strategy, structure and work processes

o Managing perceptions

o Encouraging and facilitating innovation and creativity

Accord Training Solutions

Accord's Training Solutions are designed for corporate, non-
government and government organisations, educational
institutions and professional associations. Our training
solutions cover all aspects of training, learning and
development, including:

• Design, development and delivery of customised training

programmes

• Development of training content

• Delivery of client's training content

• Deputation of Accord certified trainers at client premises

We have, so far, trained over 300,000 management

professionals, youths, students teaching professionals,
volunteers, activists and change agents from NGOs.

We have a unique approach to our engagements and all our

programmes and solutions are tailor-made for our clients.

Though we are headquartered in Bangalore, our team of

Accord-certified trainers are present in Hyderabad, Mumbai,
New Delhi, Pune and Chennai. This ensures and empowers us
to deliver programs in any location in India.

ACCORD delivers workshops in 2 main formats:

• Indoor programs

• Outdoor and outbound training programs

While our unique and successful training approach is highly

interactive with games and simulations, it is also very practical
and focuses on implementation. Concepts and theories are
linked to achieve best results. Accord understands the need of
the customer and focuses the training solution to meet the
desired objective and need.

The founders of Accord lead from the front. Both Directors are
highly-recognised trainers in their own right, and it is their
skill, passion and versatility that make them equally successful
with children, adults and corporate at junior, middle and senior
levels. They add the 'personal touch' to each participant and
programme.

Accord's trainer pool is personally trained by Shiv and Mukta.

The 'Accord Quality' of training is stamped on each and every
programme. For Accord, training is not a business; it is a
passion.

Their success is not in the number of programmes they run or

the revenue they generate. It is in the change they bring about
in the participants, and through them, the organisations. Their
greatest satisfaction lies in enhancing knowledge, developing
skills, shaping attitudes.

Entry Level Programmes

Name of the Goal of the Competency built

program program
• To develop cultural sensitivity • Inter cultural Competence
Global Effectiveness • To become culturally neutral

• To understand different cultural models

and be able to adapt to these cultural
models
• To understand customer needs, wants and • Customer Focus
Customer Orientation expectations

• Develop Customer sensitivity

• To transition seamlessly from student life • Change Management
Campus to Corporate to professional life and student life to
corporate life
• To write effective business letters and • Writing Skills
Written Communication Skills emails through correct usage of language
• To understand barriers to articulation • Articulation
Articulation Skills
• To know and develop techniques to
improve articulation skills
• To participate effectively at meetings, • Oral Communication
Effective Meeting, Tele/Video teleconferences & video conferences
Conferencing Skills
• To develop self confidence and make • Self Awareness & Development
Presentation Skills effective presentations
• Problem Solving
 • To develop the attitude to speak up • Self Awareness & Articulation
Building Self Confidence and Self • To overcome inhibitions while speaking up
Esteem • To understand the importance of visibility
in a team

• To be able to build a personal brand

• To develop an edge over others in the • Communication skills oral & written
Language Skills English language in professional and social
environments

• To be personally effective in • Self Management

Personal Effectiveness • Understanding self
• Setting goals and making them work
• Interpersonal relationships

• Managing Time

• To understand concept of Team Work • Teamwork and cooperation

Working in Teams
• Develop skills of working in teams

Team Leads and Supervisor Programmes

Name of the Goal of the Competency built

program program
• To understand customer needs, wants and • Customer Focus
Customer Orientation expectations

• Develop customer sensitivity and service

• To establish the foundation to become • Leading & Developing Others
Leadership Basics effective leaders • Relationship Building for Influence

• Achievement
• Develop Human Resource Management • People Management
HR for non HR Awareness & Skills
• Approach Meetings with more sensitivity • Oral Communication
Effective Meetings, Tele & Video

Conferencing • Be professional in situations

• Orientation to the need, relevance and • Intercultural Competence

Cross Cultural Sensitivity importance of Cross Cultural sensitivity
• Development of requisite attitude and
skills for effectiveness in dealing with and
relating to people from multi cultural
backgrounds

• Develop the fine art of corporate etiquette


Presentation Skills
Performance Evaluation -
Giving and Receiving Feedback
Interpersonal Effectiveness &
Conflict Resolution
Planning, Prioritization & Time
Management
Negotiation Skills
Interview Skills
Business Writing
• To develop and enhance Presentation • Self Awareness
Skills
• Professional Confidence
• Recognize the importance of a well • Developing subordinates
defined performance management process
• Identify the performance management
cycle, the role of employees, managers
and organization in the cycle
• Setting consistent performance standards
and goals
• Develop requisite skills
• Identify an effective review/appraisal
process
• To enhance Interpersonal Effectiveness • People Management
and relationships with peers, subordinates
& superiors
• Understand and appreciate the need and • Working Strategically
importance of time management
• Develop a positive attitude • Professional Confidence
• Sharpen their skills
• Work Smarter
• To be able to Plan, Prepare & Conduct • Analytical Thinking
Win Win Negotiations
• Relationship Building for Influence
• To enable selection of the right candidate • Communication
through the interview
• Analytical & Critical Thinking
• To understand the importance and • Professional Confidence
problems of written communication.
• Influencing others
• Write effective letters, emails and
business reports

Creativity and Innovation
Corporate Etiquette
Managerial and Higher Level Programmes
Name of the
program
Coaching and Mentoring
Winning Global Manager
Leadership Skills
Advanced Presentation Skills
Performance Management
Skills(company customized module)
Team Building Skills(company /
team customized module)
Creativity and Innovation
Problem Solving and Decision
Making
Managing Interpersonal Relations
Negotiation Skills
Planning Prioritization & Managing
• Understand importance & relevance of • Change and Innovation
creativity at work
• Techniques of creativity • Problem Solving
• Using creativity on the job
• To project a positive Self and Corporate • Self Awareness
Image
• Professional Confidence
Goal of the Competency Built
program
• Facilitate the development of a Manager • Coaching and Mentoring
as a coach & mentor
• Culturally competent International • International Management Effectiveness
Managers
• Look within and evaluate Executive and • Leading & Developing others
Supervisory skills
• Working Strategically
• Develop / enhance requisite competencies
and skills for present & future
responsibilities
• Beyond the basic Presentation Skills • Public Speaking
• Measuring and bettering employee • Talent Transformation
performance
• Improve Team Effectiveness • Team Building
• Understand importance & relevance of • Change and Innovation
creativity at work
• Problem Solving
• Using creativity on the job
• Deciding how to Decide! • Decision Making
• Getting from No to Yes! • People Management
• To be able to Plan, Prepare & Conduct • Analytical Thinking
Win Win Negotiations
• Relationship Building
• Understand and appreciate the need and • Working Strategically
importance of time management

Time
Work and Life Balance and Stress
Management
Interview Skills
Cross Cultural Effectiveness and
Corporate Etiquette
• Develop a positive attitude
• Sharpen their skills
• Professional Confidence
• Work Smarter
• Develop a fuller life • Harnessing stress
• Managing midlife blues • Stress Management
• To enable selection of the right candidate • Communication
through the interview
• Analytical and Critical Thinking
• Orientation to the need, relevance & • Intercultural Competence
importance of Cross Cultural sensitivity
• Develop attitude, skills and etiquette for
effectiveness in multi cultural context
OFFICES AND CENTRES

Head Office

Accord Consultants Pvt. Ltd.

69, 3rd Cross, 515 Colony,

HAL 3rd Stage,

Bangalore 560075

INDIA

Telephone: +91 80 2528 8983

Email: info@accordconsultants.co.in

International Office
 Accord Business Solutions Pte. Ltd.
146 Robinson Road #07-01
Singapore 068909

Local teams can meet clients in the following places

across India:

Bangalore | New Delhi | Mumbai | Hyderabad | Chennai |

Goa

ORGANISATIONAL STRUCTURE
 P.Shivanand &
Mukta
Shivanand

Co-Founders &
Directors

Niranjan Kumar
Saurabh Anand
Seelam
Executive
Head- India
Director
Operations

Employee Remuneration
Chief Financial
Relations Chief Trainers and Benefits
Consultants accountant
Manager Manager

Team Leaders Team Leaders

(Internal and (Internal and

Outbound) outbound)

Trainers Trainers
JOB DESCRIPTIONS

1) Employee Relations Manager

Skills / Knowledge / Experience

Experience in developing and implementing the companies’
personnel policies, practises and procedures at site level
(recruitment and selection, training and development,
employee relations, compensation and benefits, legal)
Experience in dealing with trade unions
Tertiary qualified
System knowledge
Cost centre management

Abilities
Strong relationship skills
Commercial awareness
Communication skills
Influencing and negotiation skills
Analytical
Presentation skills
Empathetic
Planning and organising
Initiative
Problem solving skills
Computer skills
Interpersonal skills
Innovative
2)FINANCIAL ACCOUNTANT
Level 2 - Middle Management - QUALIFIED - Ability to
implement (under supervision) in a stable environment.

COMPETENCIES:

Skills / Knowledge / Experience

Experience in preparing, monitoring and tracking of operating
budgets based on performance, budget figures, projected
revenue and expense reports
Financial analysis of reports and records experience
Tertiary qualified
Financial acumen
System knowledge

Abilities
Analytical
Commercial awareness
Strong computer skills
Planning and organising skills
Problem solving skills
RECRUITMENT AND SELECTION

RECRUITMENT PROCESS

JOB ANALYSIS:

The proper start to a recruitment effort is to perform a job

analysis, to document the actual or intended requirement of
the job to be performed. This information is captured in a job
description and provides the recruitment effort with the
boundaries and objectives of the search. Oftentimes a
company will have job descriptions that represent a historical
collection of tasks performed in the past. These job
descriptions need to be reviewed or updated prior to a
recruitment effort to reflect present day requirements. Starting
recruitment with an accurate job analysis and job description
insures the recruitment effort starts off on a proper track for
success.

SOURCING:

Sourcing involves:
1) Advertising, a common part of the recruiting process, often
encompassing multiple media, such as the internet, general
newspapers, job ad newspapers, professional publications,
window advertisements, job centers, and campus graduate
recruitment programs; and

2) Recruiting research, which is the proactive identification of

relevant talent who may not respond to job postings and other
recruitment advertising methods done in #1. This initial
research for so-called passive prospects, also called name-
generation, results in a list of prospects who can then be
contacted to solicit interest, obtain a resume/CV, and be
screened (see below).

SCREENING AND SELECTION

Suitability for a job is typically assessed by looking for skills,

e.g. Communication, typing, and computer skills. Qualifications
may be shown through résumés, job applications, interviews,
educational or professional experience, the testimony of
references, or in-house testing, such as for software
knowledge, typing skills, numeracy, and literacy, through
psychological tests or employment testing.

ON-BOARDING

"On-boarding" is a term which describes the introduction or

"induction" process. A well-planned introduction helps new
employees become fully operational quickly and is often
integrated with a new company and environment. On-boarding
is included in the recruitment process for retention purposes.
On-boarding campaigns are conducted in hopes to retain top
talent that is new to the company, campaigns may last
anywhere from 1 week to 6 months.

SELECTION PROCESS
 • Initial screening

Initial Screening is based on completeness of application,

candidate’s qualifications and the department’s areas of need.

• Eligibility List

Only applicants who pass the initial screening and meet the
department’s areas of need will be placed on an eligibility list,
which will be distributed to site administrators to contact
eligible candidates.

Candidates on eligibility lists are welcome to contact sites with

openings that meet their credential authorizations. Contact
sites by telephone or by faxing resumes. Interviews are then
conducted at the site.

• Site interview

If a department wishes to hire a candidate from the eligibility

list, the site administrator and the candidate sign a Site
Request for Personnel Action (SRPA), a recommendation from
the site administrator to Human Resources to hire the
candidate. Once a candidate signs a request (SRPA), the
interviewing process ends. The candidate many not interview
at another site.

• Employment
After a candidate from the eligibility list is interviewed and
selected by the site, Human Resources review the request
(SRPA). Once Human Resources clear the SRPA, Human
Resources staff contacts candidate by telephone or by e-mail to
initiate hiring process.

Hiring process includes, but is not limited to, reference and

background check and credential verification for the position
being offered.

The selection of the right person for the right is the mantra
practiced by all the organizations but the practical difficulties
encountered in this regard are met by conducting various kinds
of tests which bring out the inherent strengths and weaknesses
of the personnel proposed to be appointed to different
positions of the organization.

The following are some of the common tests:

• Intelligence Tests:

These tests are used to judge the mental capacity of the

candidates which measure the individual learning ability viz.,
the ability to comprehend instructions and to make decisions
and judgments. There are many verbal and non-verbal
intelligence tests conducted by the psychologist for different
positions. Intelligence test are widely used in the selection of
personnel of skilled and unskilled varieties.

• Aptitude tests
Aptitude means the potential which an individual has for
learning the skills required to perform a job efficiently. Aptitude
tests are aimed at measuring the capacity and potential of the
candidates for development. These test are divided into two
classes viz,. Cognitive Tests which are used to measure the
mental and intellectual abilities and Motor Tests for measuring
physical dimensions such as manual dexterity or hand-eye
coordination.

• Proficiency Tests:

These tests are those which are designed to measure the skills
already acquired by the individuals. They are also known as
performance, occupational or trade tests which are aimed at to
measure the depth of knowledge and proficiency acquired by
the candidates. A trade test takes a sample of the behaviour of
the individual. A trade test should be differentiated from the
aptitude test which is a test to measure the potential of the
candidate to learn skills required for a job.

• Interest Tests:

Interest Tests are conducted to identify areas in which the

candidates display special concern, fascination and involvement
which would suggest what types of jobs may be satisfying to
the employees. These tests are more often used for vocational
guidance. These immensely the individuals in selecting fields of
their liking.
 • Personality Tests:

Personality Tests are conducted to probe the qualities of the

personality as a whole- the combination of aptitude, interest
and usual mood and temperament. It is very difficult to devise
and use personality tests as the value systems of the
individuals play a vital role in this regard.
TRAINING AND DEVELOPMENT

Identifying Employee Training Needs

Step1

Conduct a job task analysis of the employee (or group of

employees) for whom you are identifying training needs. In
order to provide effective training, it's necessary to know
exactly what the expectations are for the job. You can gather
some of this information by observation and by asking
employees to provide you with either verbal or written
descriptions of what their jobs entail.

Step2

Compare employee performance to the job expectations and

identify the areas in which there are discrepancies. Identify
whether the discrepancy is due to work process issues, such as
not knowing how to complete a specific task, or personnel
issues, such as not wanting to complete a specific task. Work
process issues can be addressed with employee training, while
personnel issues are better addressed by an employee review
process.

Step3

Schedule a meeting with all of the employees involved, asking

them to bring with them lists of what they consider to be the
top five areas in which they feel more training is needed. Share
the lists as well as your own observations.

Step4

Group training issues by category. For example, learning a new

computer program would fall into the same category as
learning how to use a new piece of equipment, but reviewing
customer service strategies would be better categorized with
other policy review issues.

Step 5

Prioritize training needs as a group, taking into account that

those that have an immediate effect on business performance
or employee safety are the most important. Discussing your
business goals with your employees can also be helpful in this
process. Knowing the desired outcome can assist employees in
telling you what they need to know in order to help the
company achieve its goals.
Pre training stage: During the pre-training stage,
information is gathered to help determine the need for training.
An assessment is made regarding what improvements or
changes an organization needs to make, along with an
assessment of what trainees need to meet their performance
expectations. From this information, a decision can be made
regarding the training gap, for example, the difference
between the performance that is desired and the performance
that currently exists.

Training stage: After this assessment is complete, a number

of training activities can be completed, including developing
training goals or outcomes, determining the appropriate
learning activities and strategies, and achieving an
understanding and commitment from the trainees for the
program or activities. When these activities are performed
effectively, the likelihood that the training will be successful is
greatly enhanced.

Post training stage: During the final stage, post-training , a

number of activities are required to follow up on the training,
ensure that it is integrated into the workplace, and measure
performance changes and the effectiveness of the training.
PERFORMANCE APPRAISAL

Performance appraisals are regular reviews of employee

performance within organizations. Performance appraisals
measure an employee's performance in the past year,
identifying training needs and contributing to personnel
decisions such as promotions, salary increases and
terminations. They also give managers an opportunity to sit
down and talk with their employees.

Planning

• At the beginning of every year, a manager and an

employee should meet to discuss the employee's job
description, responsibilities and duties. They should
discuss what the employee did in the past year and what
is expected in the future.

Performing

• Once the job description and responsibilities are made

clear to the employee, she sets out to achieve the goals
assigned to her.

Evaluating

• At the end of the year, the manager evaluates the

subordinate's performance. The manager evaluates how
well the employee met his objectives and deadlines, as
well as the employee's attendance, behavior and
initiative. The manager appraises the employee's
 performance both individually and with respect to other
employees in the department. The manager's evaluation
is then provided to the top management as well as the
employee.

Finalization of results

• In case of exemplary performance, the employee might

be rewarded with a promotion, perks, bonuses or a raise.
In case of unsatisfactory performance, the employee is
reprimanded by means of demotions or even termination.
Training needs also might identified in a performance
appraisal.

The appraisal form of an entry level trainer in Accord

Consultants is attached as follows:
AFTERWORD
Over the past 26 years, they have conceptualised, designed
and delivered their consulting practices based on a need for
results and self actualisation. Accord provides solutions that
are action-oriented and bring about noteworthy positive
changes. They strongly believe in “delivering impact” to their
clients—through people, processes, systems and strategies.

With a large knowledge base gained over 26+ years’ hands-

on experience across a diverse range of industries, Accord’s
team of specialists come with proven track record and deliver
promising results. They have worked with one-man
organisations as well as large enterprises. They work with
their clients in a consistent manner, understanding their
needs in depth and then, provide them with comprehensive
solutions that range from strategy, systems and processes to
training interventions, coaching, mentoring and counselling.