Quality of Service Provided by HR Function in it Industry: An Empirical Study of IT & ITES Organizations in Pune City, India

Dr. Mohsin R Shaikh .


The Human Resource function has evolved over the years from the labour officer, to the personnel officer, personnel manager and the human resource manager of today. The change in terminology also suggests a change in the objectives and boundaries of the function. This has led to the emergence and increase in the use of the term strategic human resource management (SHRM).

The Indian economy has been witnessing a growth in the contribution of the service sector to the GDP. The service sector now contributes more than fifty percent to the GDP of the country. Due to its very nature the service sector is highly dependent on its human resources. Among the service sector the information technology (IT) sector has become one of the fastest growing industries in India. The current study aims to empirically study the quality of services provided by the HR function using Ulrich’s HR role assessment questionnaire surey in select IT and ITES organizations in Pune city in India.


HR roles, Business Partner, IT industry, Quality of HR services.

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