Bpo Dissertation Report
Employee Attrition and Retention: Exploring the Dimensions in the urban centric BPO Industry
Synopsis of the thesis to be submitted in fulfillment of the requirement for the Degree of DOCTOR OF PHILOSOPHY in MANAGEMENT By Santoshi Sen Gupta Enrollment No: 064009502 Under the guidance of Dr. Aayushi Gupta
JAYPEE INSTITUTE OF INFORMATION TECHNOLOGY, NOIDA A-10, SECTOR 62, NOIDA, INDIA
TABLE OF CONTENTS
S. No. 1.1 1.2 1.3 1.4 1.5 1.6 1.7 2.0 2.1 2.2 2.2.1 2.2.2 2.2.3 2.3 2.4 2.5 2.6 3.0 4. 4.1 4.2 5. 5.1 5.2 5.3 6. 6.1 6.2 6.3 6.4 Basic Introduction Need of the research Aim of the research Objectives of the study Research Methodology Significance of the Study Scope of the study Literature Review Introduction BPO: An overview Market Size of BPO in India Growth of Indian BPO Industry Attrition in BPO Employee Motivation Employee Involvement Hackman and Oldham’s Job Characteristic Model Conceptual model of the research Research Methodology Exploring the dimensions of attrition in the BPO industry Secondary Data Analysis Primary Data Analysis Exploring the dimensions of employee retention Retention Factors Regression Model of Retention Model Validation Conclusions Analogy with established theories Implications of the Study Recommendations: Developing Retention Strategy Limitations and scope for further research Topic Page No. 3 5 6 9 10 10 11 11 11 12 12 12 13 15 15 16 16 17 18 18 21 24 24 26 28 28 28 30 31 33
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1.1 Basic Introduction BPO! One reads the word and myriad of well-groomed youth on calls, fast money, and phenomenal lifestyles seem to flash the mind in a jiffy. That’s just the start. One reads it again, contemplates over it, dives into the unveiled afflictions, and gives it a second thought and a completely differing depiction blazes the mind. Lopsided working hours, unimaginable attrition rate, stress and burnout exhibit its ugly side. No matter how the seesaw balances between the pros and cons, the fact remains conspicuous, loud and unchanged.
Synopsis of the thesis to be submitted in fulfillment of the requirement for the Degree of DOCTOR OF PHILOSOPHY in MANAGEMENT By Santoshi Sen Gupta Enrollment No: 064009502 Under the guidance of Dr. Aayushi Gupta
JAYPEE INSTITUTE OF INFORMATION TECHNOLOGY, NOIDA A-10, SECTOR 62, NOIDA, INDIA
TABLE OF CONTENTS
S. No. 1.1 1.2 1.3 1.4 1.5 1.6 1.7 2.0 2.1 2.2 2.2.1 2.2.2 2.2.3 2.3 2.4 2.5 2.6 3.0 4. 4.1 4.2 5. 5.1 5.2 5.3 6. 6.1 6.2 6.3 6.4 Basic Introduction Need of the research Aim of the research Objectives of the study Research Methodology Significance of the Study Scope of the study Literature Review Introduction BPO: An overview Market Size of BPO in India Growth of Indian BPO Industry Attrition in BPO Employee Motivation Employee Involvement Hackman and Oldham’s Job Characteristic Model Conceptual model of the research Research Methodology Exploring the dimensions of attrition in the BPO industry Secondary Data Analysis Primary Data Analysis Exploring the dimensions of employee retention Retention Factors Regression Model of Retention Model Validation Conclusions Analogy with established theories Implications of the Study Recommendations: Developing Retention Strategy Limitations and scope for further research Topic Page No. 3 5 6 9 10 10 11 11 11 12 12 12 13 15 15 16 16 17 18 18 21 24 24 26 28 28 28 30 31 33
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1.1 Basic Introduction BPO! One reads the word and myriad of well-groomed youth on calls, fast money, and phenomenal lifestyles seem to flash the mind in a jiffy. That’s just the start. One reads it again, contemplates over it, dives into the unveiled afflictions, and gives it a second thought and a completely differing depiction blazes the mind. Lopsided working hours, unimaginable attrition rate, stress and burnout exhibit its ugly side. No matter how the seesaw balances between the pros and cons, the fact remains conspicuous, loud and unchanged.
References: (Accessed on February 21, 2010). 5. Bleuel, W. 2001. “Curbing the “cycle of failure”. Available: http://www.scantronsurveys.com/surveysimple/cycle of failure.htm 6 (Accessed on May 1, 2010).———. “1000 Jobs Offshored _ 37 10mn Saved!” (2005b). (Accessed on May 8, 2010). 38 71