“An Analysis of Increase in Volume of Payroll Queries and Streamlining the Payroll Process”

“An Analysis of Increase in Volume of Payroll Queries and Streamlining the Payroll Process” INTERNSHIP REPORT Compiled by: Dennis Joseph Koshy (50) ACKNOWLEDGEMENT First and foremost we offer our sincere gratitude to our project manager, Suresh SR, (Associate Vice President & Lead HR Operations (Global Payroll)) who gave us the opportunity to work with his team on this project. He supported us throughout our project with his patience and knowledge whilst giving us the liberty to work in our own way. We are grateful to Saraswathy MS (Senior Manager - Global Payroll and International Transfers), for her constant encouragement, guidance and support throughout our project. We would also like to acknowledge the valuable inputs that she provided which helped us to develop a better understanding of the entire payroll process. We wish to express our deep sense of gratitude to Fanny Florence (Senior Officer - HR Global Payroll), for her timely guidance and useful suggestions, which helped us in carrying out the project work. Sincere thanks to Shalom Thomas (HR Business Partner–Corporate Support) and Julie John (Assistant Manager-PMO) for their timely guidance and valuable assistance in the conduct of our project work. I would like to thank Prof. J. Philip, President, XIME for instituting the Summer Internship Programme (SIP) which has helped us prepare better for corporate life. I also thank Prof. Reji Mathew, Dean, XIME for his support. I extend my warm gratitude to Prof. Binu Modoor, Associate Dean, XIME and my Project guide for his time, encouragement and able guidance. Finally, yet importantly, we would like to express our heartfelt thanks to our beloved parents, friends and the entire payroll team for their help and wishes for the successful completion of this project. 1 Contents List of Tables……………………………………………………….3 List of Figures……………………………………………………..4 Abbreviations………………………………………………………5 Executive Summary………………………………………………6 Introduction to the Industry…………………………………....7 Introduction to the Company…………………….…………...10 Introduction to Payroll & Project........................................14 Research Methodology...………………………………………19 Findings & Analysis…………………………………………….25 Limitations of the Study……………………………………….38 Recommendations……………………………………………..39 Conclusion………………………………………………………43 Bibliography…………………………………………………….45 Annexure............................................................................46 2 List of Tables Table 1.1 Category of Queries 27 Table 2.1 Types of Salary 32 Queries Volume of queries Table 3.1 from each business 35 tower Table 4.1 Volume of queries 36 from each level Table 5.1 Volume of queries 38 from each location 3 List of Figures Figure 1.1 IPM Stakeholder’s 17 Inputs Figure 2.1 Data Flow in Payroll 18 System Figure 3.1 L1 & L2 Queries v/s 25 Month Figure 4.1 Types of Queries v/s 26 Month Figure 5.1 Clarifications v/s 29 Month Figure 6.1 Updates v/s Month 30 Figure 7.1 Errors v/s Month 31 Figure 8.1 Salary Issues for 32 different months Figure 9.1 Category v/s Month 33 Figure 10.1 Business Tower v/s 35 Month Figure 11.1 Level v/s Month 36 Figure 12.1 Location v/s Month 37 4 Abbreviations AWOI – Absent Without Information C & B – Compensation & Benefits ESI – Employee State Insurance ETW- Employee tagged Wrongly FFS - Full & Final Settlement FLM – Front line Manager HRA – House Rent Advance HRHD – Human Resource Help Desk HRMS – Human Resource Management System IPM – Integrated Pay Master LAAS – Leave and Attendance Automation System LOP – Loss of Pay MDS – Master Data System MTP – Medically terminated pregnancy ML – Maternity Leave MSI – Merit Salary Increment OMS – Offer Management System PIP - Performance Incentive Plan PS – PeopleSoft RMG – Resource Management Group R & R – Rewards & Recognition SABL – Sabbatical Leave SAL – Shift Allowance TAT – Turn Around Time VPF – Voluntary Provident Fund VP/VD – Variable pay/ Variable deduction 5 Executive Summary The HR-Payroll and HR-Helpdesk teams handle any kind of salary discrepancies or queries that are brought forward by the employees regarding their payroll variables and components. This project attempts to identify the reasons for the large number of payroll queries and aims at finding ways and means to reduce them. In order to conduct the study we extracted the data i.e. the payroll queries from November, 2011 to April, 2012 from PeopleSoft (PS) which constituted the primary data. Apart from analyzing queries I also spoke to a few members of the payroll team and the HR Helpdesk. The study gave fresh insights about the functioning of HR-Payroll and HR-Helpdesk in answering payroll queries. I observed that the steps taken to raise a query on PeopleSoft were a cumbersome process and some of the queries raised did not require the need for a team member to address it. I became aware of the facts that some managers’ overlooked uploading important details on IPM, employees failed to regularize their attendance, and the level of employees’ awareness on critical issues like company policies, how to navigate through PeopleSoft, etc. To overcome these problems we came up with a few suggestions. Some of the major ones were: Customized tabs on PeopleSoft to raise queries effectively and efficiently. Auto triggered emails for certain queries to route queries to concerned teams. Constant communication regarding company polices to all employees. Action against managers who fail to upload essential details on IPM. Reminders to employees to ensure that they regularize their attendance. Mandatory training hours on PeopleSoft (PS). My main intention was to assist HRHD and the payroll team to function effectively and efficiently, keeping in mind the need for payroll team to concentrate on core payroll issues and HRHD’s long term goal of going off calls in the future. 6 Introduction to the Industry The Information Technology industry in India has gained a brand identity as a knowledge economy due to its IT and ITES sector. The IT–ITES industry has two major components: IT Services and Business Process Outsourcing (BPO). The growth in the service sector in India has been led by the IT–ITES sector, contributing substantially to increase in GDP, employment, and exports. The sector has increased its contribution to India's GDP from 1.2% in FY1998 to 7.1% in FY2011. According to NASSCOM, the IT–BPO sector in India aggregated revenues of US$88.1 billion in FY2011, where export and domestic revenue stood at US$59 billion and US$29 billion respectively. The major cities that account for about nearly 90% of this sectors exports are Bangalore, Delhi, Mumbai, Chennai, Hyderabad, Pune, Kolkata and Coimbatore. Export dominate the IT–ITES industry, and constitute about 77% of the total industry revenue. Though the IT–ITES sector is export driven, the domestic market is also significant with a robust revenue growth. The industry’s share of total Indian exports (merchandise plus services) increased from less than 4% in FY1998 to about 25% in FY2012. According to Gartner, the "Top Five Indian IT Services Providers" are Tata Consultancy Services, Infosys, Cognizant, Wipro and HCL Technologies This sector has also led to employment generation. Direct employment in the IT services and BPO/ITES segment was 2.3 million in 2009-10 indirect employment of over 8.3 million job opportunities is also expected to be generated due to the growth of this sector in 2010-11. Generally considered a dominant player in the global outsourcing sector, however, the sector continues to face challenges of competitiveness in the globalized world, particularly from countries like China and Philippines. India's growing stature in the Information Age enabled it to form close ties with both the United States of America and the European Union. However, the recent global financial crisis has deeply impacted the Indian IT companies as well as global companies. As a result, hiring has dropped sharply, and employees are looking at different sectors like the financial service, telecommunications, and manufacturing industries, which have 7 been growing phenomenally over the last few years. India's IT Services industry was born in Mumbai in 1967 with the establishment of Tata Group in partnership with Burroughs. The first software export zone SEEPZ was set up in Mumbai way back in 1973, the old avatar of the modern day IT Park. More than 80 percent of the country's software exports happened out of SEEPZ, Mumbai in the 80s. The economic effect of the technologically inclined services sector in India—accounting for 40% of the country's GDP and 30% of export earnings as of 2006, while employing only 25% of its workforce Today, Bangalore is known as the Silicon Valley of India and contributes 33% of Indian IT Exports. Two of India’s largest IT companies, Infosys and Wipro are head-quartered in Bangalore, as are many of the global SEI-CMM Level 5 Companies. Mumbai too has its share of IT companies that are India's first and largest, like TCS and well established companies like Reliance, Patni, LnT Infotech, i-Flex, WNS, Shine, Naukri, Jobspert etc. And these IT and dot com companies are ruling the roost of Mumbai's relatively high octane industry of Information Technology. Such is the growth in Information Technology; it was revealed that Cap Gemini will soon have more staff in India than it does in its home market of France with 21,000 personnel+ in India. A joint EU-India group of scholars was formed on 23 November 2001 to further promote joint research and development. On 25

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