Infosys BPO Limited (formerly Progeon Limited) is the

BPO (Business Process Outsourcing) subsidiary of

Infosys Technologies Ltd.
The company was started as Progeon Limited in April
2002 and is today among the top third-party BPOs in
India according to NASSCOM.
Infosys BPO closed FY 07-08 with a revenue of $
250.3 million with 11 centers worldwide employing
16,295 employees and 44 clients.
It has its headquarters in Bangalore

Aerospace and Automotive

Banking and Capital Markets
Communication Service Providers
Energy and Utilities
Healthcare
Insurance
Life Sciences
Manufacturing
Media and Entertainment
Retail and Consumer Packaged Goods
Services
Transportation and Services

29 November 2014

There are three types of training need analysis

done in Infosys:

Organizational need analysis

Job need analysis
Person need analysis.

29 November 2014

This includes:

Define Infosys's Short Term Goals/Objectives

Define Infosys's Long Term Goals/Objectives
Human Resource Analysis
Efficiency Indexes Assessment
Assessment of the organizational climate

29 November 2014

The specific content of present or anticipated

jobs is examined through job analysis. For
existing jobs,
Information on the tasks to be performed
(contained in job descriptions),
The skills necessary to perform those tasks
(drawn from job qualifications),
The minimum acceptable standards (obtained
from performance appraisals)
are gathered. This information can then be used
to ensure that training programs are job specific
and useful.
29 November 2014

Person needs analysis can be either broad or

narrow in scope.
The broader approach compares actual
performance with the minimum acceptable
standards of performance. Based on the actual,
current job performance of an employee;
therefore, it can be used to determine training
needs for the current job.
The narrower approach compares an evaluation
of employee proficiency on each required skill
dimension with the proficiency level required for
each skill. Used to identify development needs
for future jobs.

29 November 2014

Teams:Corporate training team

Organisational development team
Corporate training team caters to band B
only-process executive & senior process
executive
OD team caters to band C and above
Total number of people in T&D dept-30

29 November 2014

Training dept is divided across 5 verticals

1-communication service providers e.g. british
telecom.
2-banking and capital market e.g. UBS,
Deutsche.
3-manufacturing vertical e.g. Cisco, ingram
micro
4-insurance and health care-Aon
5-emerging markets-yahoo and British
petroleum

29 November 2014

10

Conference
Lecture
Seminar
Demonstration
Panel
Role Playing
Case Studies
Simulations
Self-Discovery
Movies/Videos/Computer based Trainings
On-the-job training
Mentoring

INDIAN BUSINESS ACADEMY

29 November 2014

11

Classroom
Halls
Mysore campus:-worlds biggest training
centre

29 November 2014

12

It is a Rs. 260 crore corporate training centre.

It adds 12,000 employees every year.
The US $ 60 million training centre is housed
in a 270 acre campus at Mysore
Facilities at the training centre of the Infosys
comprise food court, employee care centre,
theatre, and education research block, beside
the trainee hostel.

In-house training team

Except for operations management for band

C, done through vendors e.g. On Track.

29 November 2014

14

Types of training is different for different

hierarchy levels. It is mainly divided into 2
types
For band B
For band C and above
For a period of 2-3 yrs with the company
these employees have to go through certain
number of trainings

29 November 2014

15

Induction
Voice and accent training
Process training
6 months training process
recruits in band B have to go through the
following training programs during a period
of 2-3 yrs

29 November 2014

16

Domain training-for specific verticals they

have to go for certifications called as domain
certifications e.g. t100.
-This is mainly a benchmark for process know
how.

Quality training-six sigma certifications.

29 November 2014

17

Competency based training:1)Soft skills training:communication, presentation, cultural

sensitivity, client interface training.
MIND-mentoring, innovating, negotiating,
developing. It is for self-awareness and self
evaluation, mainly focuses on EQ.
Transactional analysis-for understanding
your own personality

29 November 2014

18

Technical training:e-mail etiquettes.

excel training.
presentation skills.

29 November 2014

19

Induction-1day, joining formalities

Buddy program-one month
-it is basically an assistance provided by a
peer employee which helps the new recruit
understand the process, understand
dynamics of the client, client requirement,
culture, values.
recruits in band C and above have to go
through the following training programs
during a period of 2-3 yrs
29 November 2014

20

Operations management:
Deal with operations complexity

Focus on interpersonal evaluation

Conflict management

Confidence management

29 November 2014

21

Leadership fundamentals: Harnessing leadership qualities

Appraisal skills workshop: How to evaluate sub-ordinates
How to handle escalations
How to appraise

29 November 2014

22

Quality training: six sigma:-green belt-black belt

Domain training: T200 and T300 certifications.
Middle Management Leadership Program
(MMLP): For band C employees-team leads
It harnesses their leadership qualities,
available for high performers.
29 November 2014

23

Career pathing: Chalk out career path for all

Should have completed 18 months in Infosys.
Provided by career counselor.
Higher education: MBA
50% of the fees is reimbursed.

29 November 2014

24

Performance Development Plan: A sheet which the employee and manager has
to fill where both of them have to provide
information which all areas the employee has
improved in.
Projects: Small term projects like on Six Sigma, where
at the end of it the employee has to give
presentations to the training team.

29 November 2014

25

Questionnaire: Feed back from the employees on the quality

and content of training
Analysis is done on it and than it is scaled.

29 November 2014

26