CLEANING SERVICES • COMMERCIAL HOUSEKEEPING • FACILITY MANAGEMENT • MANNED GUARDING • PAYROLL OUTSOURCING • SECURITY TRAINING

HELPFUL PEOPLE - SINCE 1973

Better me + Better you= Better us

For an organisation offering human services, it makes perfect sense that you

are our inner core.

To put it more simply, GroupL is all about our people: finding, supporting, keeping, growing, enabling and nurturing them,

once they’re with us.

tHAt’s you.As you’re reading this you are literally the

centre of our universe.

our PurPose• We are always ready to help customers, employees and the communities we live in.

• We help the poorer Indians achieve a better life by training, employing

and treating them ethically.

our tAGLINe• Helpful People - Since 1973

“Our Miracle Makers team which provides training to security guards and housekeepers helps unemployed people, who without proper or complete education have no future and no dreams of gainful employment. Through our training, we help them get gainful employment, earn a living wage, thereby enabling them to fulfill their dreams. An example of a Momina Bibi or Bimala Sardar makes us proud and gives us the ability to tell the world, yes, we add value to the community that we live in.”Somnath

“GroupL has a great ambience, good guidance, positive thinking, clear vision and caring relationship with their staff and clients.” Sujit

“The best part of this company is that we focus on customer service and there is a lot of scope to learn over here. This is a service providing company, here we learn different ideas of customer service. And the Chairman, he always encourages us to learn every day and helps us too.”Mitul

• We recognize that our salaries come from customers who pay for our services.

- We exist to serve the customer and to ensure that their wants and needs are taken care of by us. If not, they will take their business elsewhere.

• We do not argue with customers, we just focus on finding solutions for their needs.

- The customer may not always be right, but they must be allowed to think that they are. The customer is unconcerned with our issues and excuses. They care about what they want and why we may have failed to deliver to their expectations.

our Customer serVICe trutHs• Own the customers problem and then solve it.- We never tell any customer, ‘this is not my job’. Instead we step up, collaborate with our colleagues and make extra efforts to surpass the customer’s needs.

• At every interaction with customers, we ask them as to how else we can help them.- All our customers may not be aware about the entire range of services we offer. We need to remind then often if we are to get more business in order to grow organically.

• All our work is in the best interest of our customers and this can be seen in all our actions.- Every business decision must be made after discussing and establishing the impact it has on our customers.

• Figure out ways to reward customers for working with us.

- Help customers achieving their goals may just be the best reward strategy. For this you will have to build a strong relationship with them to become the go to person on whom they rely for assistance.

• Search for ways to create stories for customers to tell about us.

- A story is remembered and told often. Make the extra effort to go much beyond the customers wildest expectation so that they can take both pride and ownership in GroupL and become our advocates.

• We will warmly greet all customers and every fellow employee at every touch point.

- A warm and sincere greeting sets the tone for the next interaction. A smile adds to it.

• Use good judgement when dealing with customers.- Treat customers much as you would like to be treated if you were in their place.

“I freely admit that I am proud to work with the GroupL family. We learn from and implement “Better Me + Better You = Better Us” i.e. do the little things that allow others to do the great things they are meant to do. This helps us support each other. Further we revise our learning every Monday, which helps focus our energies towards the frontline employees so that they can serve the customers better.”Apurba

“Sometime ago, I had gone to the Income Tax Department. After finishing my meeting, when I was leaving the officer had asked me for my visiting card. He saw the card and asked what is my designation? I said, “Champion”. Then the officer along with 2 others laughed loudly and asked me lots of question to understand the back ground behind my designation. They also asked me what I had won to get this “Champion” designation. But that day I was not able to convince them that we are something different from others. I was very demoralized! However, I felt really good when I revisited him two months later, he remembered me and said, ‘Mr. Champion, please come we are waiting for you’, with a smile.”Sudipta

“We are a customer service oriented organisation that prides ourselves on providing the best service to our customers. Therefore, the ability to provide excellent customer service is critical to the success of each employee, whether the customers are inside or outside the organization. Our Company relies on each employee’s expertise, commitment, dedication and team spirit to provide stellar service to everyone.”Arun

“We have customer service meeting every Monday – It is well ingrained in every employee’s mind to learn something new every day and make effort to serve the customer with the idea of making his/her life easy.”Barkha

“Service excellence is the key to sustainable success of GroupL. We all are very proud of many successful achievements of GroupL. Each one of us has played an important role in these successes. We all should take pride in saying we represent GroupL. Yet as we all know, there is another side to this story, the world is changing. We have serious challenges to address to stay ahead. Good news is GroupL is listening to its customers and to their experiences. Each of us plays a part in creating customer’s experience. To make the experience better is my job. Each of us must view OUR JOB this way. We are a team and any team can accomplish tremendous things together.”Sudeshna

“Once I received a call from a Delhi client. She was annoyed that the employees working at her site received pay slips after the 15th of every month whereas we pay them on 2nd of every month. From then on, I prepare pay slips in PDF format and email them to her on 1st of every month. She really appreciated this swift response to her issue.”Tamaghna

GrouPL eArNs reVeNue By ProVIDINGTRAINED PEOPLE ACROSS INDIA fOR ThE fOLLOWINg SERvICES:

• Manned guarding:

- To serve the Banking, Financial Services and Insurance sectors or similar organisations, i.e. those having offices across many locations.

• Cleaning and Sanitation:(Commercial Housekeeping)- Similar to manned guarding to serve companies having offices in many locations.

• Speciality Cleaning:

- To provide a high level of marble maintenance and façade cleaning services in the NCR Region.

• One Time Cleaning:

- To expertly clean residences, offices and factories in the NCR region on an infrequent assignment basis.

• Outsourcing:

- To serve the manufacturing and IT enabled industries by supplying outsourced general purpose staff across India.

TWO SUPPORTIVE BUSINESSES ARE:

• Training:

- To provide training under the PMKVY and similar schemes both with the State and Central governments in Kolkata for security guards, housekeepers and tailors.

• Payroll Preparation: - To offer this service to small and medium organisations across India so that they gain form our domain expertise here.

“Best thing I like about GroupL is the way in which we learn to treat our failure, for me it allows me do my work without any fear because I learn that every time I make a mistake, I am improving.

One more thing is learning, in school we learnt under pressure that’s why we got a job. Again now GroupL makes us learn, this time for betterment and mastery.”Avijit

“GroupL always provides me a lot of time for learning and updating myself. Nowadays there are rapid technological changes. We have to keep up. Therefore, daily learning is very important, which happens at GroupL.”Kamalesh

“It’s the learning process which makes us to try and become masters at our jobs.”Anup

W e B s I t e Home PAGe ImAGe

“Live everyday with the purpose of learning something new.”

our Hr PoLICIes• The Open Door - We value and encourage respectful, open and honest discussions amongst all of us. These are best carried out directly in person or via telephone/skype across all levels.

• Illegal or Unethical Behavior- If you become aware of any wrong doing, without fear of any repercussion, do report it to any of the Directors. In order to successfully investigate and close your concerns, do provide all relevant details.

• Information- In this digital age it is important to remember that we respect the privacy and confidentiality of our customer, employee and business information. You are specifically prohibited from sharing these with anyone without prior written permission from HR/ Director.

• Discrimination

- We at GroupL do not tolerate discriminatory, unethical and/or inappropriate behaviour.

• Equal Opportunity

- Our people are the foundation of GroupL and we value each one irrespective of their race, religion, colour, creed, marriage status, sexual orientation, caste, origin, nationality, age, disability, etc.

• harassment or Discrimination

- We do not permit harassment of any kind including sexual harassment against employees, vendors, customers and citizens.

- Sexual harassment is illegal and can invite criminal action against the perpetrators. This can include but is not limited to:

* Unwanted and unwelcome sexual comments and propositions.

* Verbal abuse of a sexual nature.

* Acting in a lewd or sexually suggestive manner.

our Hr PoLICIes• violence free Workplace

- As part of our goals to provide a safe and secure workplace for all employees. GroupL prohibits all threats, intimidation and violence.

* Threats can include words, i l lustrations, gestures, phone calls, text messages, emails, social media posts.

* Intimidation includes threats to harm others and oneself.

• Working Safely - We all share responsibility for the safety of our coworkers, our customers and ourselves.

- Do make safety a priority both at our own and our customers premises and actively practice loss prevention.

- Please inform your immediate supervisor or HR if you come across anything which might jeopardise anyone’s safety.

• Drugs, Alcohol and Tobacco- We believe that all of us at GroupL should work in a safe and productive manner. Therefore it is necessary that each of us never be under the influence of any drug or alcohol whilst working.

- All our offices are no smoking areas and we actively encourage all employees to quit smoking.

- Our prohibition from being under the influence of drugs and alcohol extends to customers premises and while in transit as well.

• Theft, Fraud and Criminal Behaviour- As we provide security services as part of our customer offering, we do not tolerate any act of or attempted act of theft, fraud or criminal behaviour as this will diminish our reputation and our ability to earn profits. As these are illegal under many Indian laws, any such act will result in the severest disciplinary action including filing of criminal charges with appropriate authorities.

• Legal and Correct Actions- You must comply with all applicable Government regulations when you work with GroupL.

- You must avoid any action, which while legal, contravenes any of GroupL’s policies on ethics.

- Please do not use GroupL’s property, funds, personnel, time and/or equipment for your own personal use or gain.

- You should also be aware that any processes or businesses you discover through your work at GroupL belongs to GroupL and may not be used for personal gain.

- Similarly GroupL will be the owner if you make any discovery, process, invention, design, concept, formula, or transcript using GroupL’s resources or information in the course of your employment.

“I am happy and proud to be in Groupl family for the past 11 years. The things I like the most are:

• Our salaries are always paid electronically through bank to all employees. There is no chance of anyone paying less to an employee.

• Our PF, ESI, Professional Tax, Service Tax amounts regularly deposited with the concerned Government Department’s account, in time, every month. We submit proof of payment challans to the clients along with our invoice. All eligible employees are getting ESI benefits and so they are happy to continue with us. Employees who resign are also getting the PF amount in time.”Ashokan

“The favorite part of my job is the ability to work independently because I am trusted by both the employers and my colleagues. It’s hard to find such an environment today because few people care about honesty, hard work and integrity, which is always appreciated and rewarded in GroupL.

GroupL’s Management treats each and every employee as their own family member and personally backs them on professional or personal front. There are not many organisations around where you can directly speak with Director or MD of company on issues faced. Here, they are always available to help and resolve problems.”hiren

“• In my previous job, the office timing was 10:30am sharp, if I was late by 1 minute, they were ready to mark me late, but in GroupL, there is a flexible time to work, here it’s all about output.• In my last organization, if I was taking a leave, they were deducting my salary, but in my current company no deduction is there.• In my last company, my MD was not talking with us, but in my current company, we all can go meet and share our problem with our Chairman directly.• Every week there is a Customer Service Meeting where our Chairman is sitting with us and listening to the problems of all employees, even the peons attend.“

Shankar

“Best thing I like about working in GroupL is every employee has the freedom to take their ideas to the management. We can take any decision basing it on the parameters set for us, ‘Does it help the customer? Does it help an employee? Does it make a profit?’”Priya

• One Voice- It is important that when we speak, we speak in one voice.

- Only pre - approved spoke persons may talk and communicate on behalf of GroupL.

- In case you receive any query from any media requiring a response you are to refer the same to a Director.

• Conflict Of Interest- GroupL values fair dealing with customers, coworkers, vendors, Government and other partners.

- A conflict of interest undermines these values. These include:

* Investment in a competitor.

* The undermining of your judgement while dealing with customers.

* Your work with another employer which

does not let you work to your fullest potential with GroupL.

* A close and intimate relationship with people being supervised.

* Accepting gifts, loans, other items of value from customers, vendors, competitors or others.

* You must, immediately report all potential and factual conflicts of interests to HR.

• 5th Saturdays- We work two Saturdays of each month and are closed on the other two. The 5th Saturday is staff day when, apart from pending work, all GroupL employees are encouraged to get to know each other better through recreation, such as a movie, a picnic, a cricket match, or any offsite event cleared through HR.

• Continuous Learning - We encourage all at GroupL to learn something every day and are happy to buy books, time at courses, online or in classrooms to help you become a better, and a more knowledgeable person.

• Dress For Success- While we do not have a formal dress code at work, we would expect you to dress in a manner which will be acceptable to customers. For men this may be a full sleeved shirt with trousers. In other words, dress in a way that will make your parents proud.

* Our HR Policies (cont’d)

“Our flexible leave policies, flexible office timings, 5th Saturday events, working anniversary reward that acts as a recognition to the service of an employee, opportunities to learn directly from our Respected AML Sir, job security – these are the aspects which differentiate us from other companies.”Nabarun

“5th Saturday events to help us have fun and stay motivated.

Our picnics, which we organize ourselves, everyone likes to work in a company where we have these type of mind refreshing activities.

Small celebrations whereby even a routine event like getting an Income Tax refund is celebrated.”Malay

“We have a culture in our company that puts alot of emphasis on self-development and learning. It starts from our Appointment Letter where it is clearly mentioned that we are given the full liberty to buy any books, CD’s, articles, magazines and the cost will be reimbursed by the company, at times we have seen employees are sent to do skill development sessions and the cost borne by the company.”Biswajit

“The best thing in GroupL is the customer service meeting which is held every week where we get the opportunity to learn valuable skills and guidance from fellow colleagues. I see great changes in myself as an employee and human being. Now we are more confident to address the client and tackle problems at work and customer related issues. Every week I enjoy and learn by reading Useful Newsfull sent by our Chairman.”Bishal

“Most of us don’t like learning, but all of us have improved at GroupL. Examples: our typing speed has increased, we have learnt about cleaning materials, management ideas and customer service practices from the weekly ‘Useful Newsfull’, many are better than before in excel, in speaking English. I am better in photoshop and still learning web designing.”Satyajit

“What do I like best about GroupL? This company encourages you to learn continuously. We are provided with a weekly newsletter called ‘Useful Newsfull’ which informs us of current management thinking.”Rashmita

• Anniversaries and Birthdays- On completing one year with us, you will be given Rs. 1000 to spend on your colleagues any way that you wish. No questions asked. This amount will increase by Rs. 1000 on each anniversary.

- We do provide a cake to you on your birthday to show that we are happy that you choose to work with us.

• Flexible Work Timings - A fair amount of our work is site based. This may require you to visit sites throughout the day. Keeping this in mind, we practice a core time policy for those who work in our offices. This is 11 a.m. to 4 p.m. Your family and personal needs may require you to either come late or leave late; this is for you to decide. Just consult with your superiors and establish your preferred work times.

• Leave Policy- We believe that you will treat all of us at GroupL with fairness and respect, which is why we do not have a vacation policy. We expect you to take time off as and when required after considering your needs vis a vis your pending commitments. All you have to do is consult your immediate superior and/or HR. This is with pay, of course.

* Our HR Policies (cont’d)

“GroupL is the best by the way we learn to treat our failures, for me it makes me do my work without any fear because with every mistake, I learn and am improving.”Soma

“The initiative taken by the GroupL Management to reward employees who have completed good number years in service is something I really appreciate. As an employee you feel special and it also motivates you greatly.” Randhir

“On completion of 22 years, I received Rs 22,000/- I am going to help a needy colleague with this.”Dilip

• Traction For A New Idea- At GroupL we believe that in order to innovate we need to fail, learn from failures to become better. This is a continuous process.

- If you have an idea for a service, a process or system, do share with a Director, who will help move this forward.

• Protection For Decisions Made- You have been recruited for your ability to think and are empowered to use good judgment to decide work issues by yourself. As long as you filter your rationale through a sieve of three questions you will be protected. These are: Does it help the customer? Does it help a GroupL employee? Does it generate a profit?

• Helping

- At GroupL you are actively encouraged to share your expertise with others so that all coworkers together improve.

- There might be instances when you need help. Do speak to your superior who will arrange for training, coaching assistance as necessary to help you cope and improve.

“The best thing I like about working at GroupL is flexibili ty in duty timings. In addition I would like to state that there is a no leave policy so that anyone can take leave according to their requirements and as a result pressure doesn’t come on employees.”Arnab

“Best thing I like about working at GroupL is each and every employee can share their ideas in front of the management; rather I would say the Management itself asks about new and innovative ideas from the employees. In this process all the employees are getting much more opportunities to express themselves as well as to learn more while earning.”Kaushik

“I joined in 1986 as Accounts Assistant. I was a fresher. Our Chairman helped me learn how to prepare final accounts. I took charge of the same from 1987 itself. I learned how to type on the office typewriter only. Later on in 1995 company bought a computer and also arranged for a trainer, I was the first employee of the company who learned to use the computer. Chairman has taught me how to create and use an email account. First email password for Delhi office was given by chairman as my name. Office has sent me to many seminars to learn. There is a long list of things which I learned which has helped me become the man I am today. Our GroupL is among the few who spend time and money to train staff. This is my first job and would like to retire from here only. I am proud to be a member of team GroupL.”MRC

“A great workplace is one which has outstanding, reliable and honest colleagues!”

• Technology Use

- Technology enables us to scale the business and is an important part on how we serve customers.

- You are expected to use good judgement when using:* Access to the internet

* Social Networking

* Software and Apps

* Approved personal or company issued devices, such as tablets, laptops and smart phones, etc.

* Private web based email accounts such as Gmail, Hotmail, Yahoo, etc.

* Information that is stored in company owned hard drives or intranet files.

- Do use only authorized tools to store all non-public, proprietary data.

- We have a legitimate need to access, review, copy and delete digital content at any time and without notice.

- You are permitted to use these technologies for limited personal use, provided it does not interfere with your duties.

- While driving any vehicle we expect you to be aware of laws in place regarding the use of technology while moving and expect you to follow the same. Do communicate on mobile devices only when safely parked.

* Our HR Policies (cont’d)

• how To get Promoted

- You use good judgment to identify root causes to go beyond treating symptoms and you align your work with GroupL’s strategy.

- You are curious and eager to learn rapidly. You want to understand our strategy, markets, customer values and people.

- Your communication is clear and you treat people with respect notwithstanding their status or disagreement with your views. You are non-political and totally honest.

- You make an impact with your work and demonstrate a strong performance ethic to achieve stellar results.

- Your colleagues can rely on you.

- You help grow the business volumes, increase price and reduce costs.

- You never accept anything and are constantly looking for new ways to better existing processes. You focus on reducing complexity in our work.

- You have the courage to say what you think is right and question actions which are inconsistent with our values.

- You inspire all of us with your thirst for excellence and tenacity. You desire to celebrate wins.

- You devote time to improve the capabilities of your team.

• Social Media and Blogging

- To use GroupL owned media accounts you must be trained and authorized.

- Do not post private, sensitive or confidential company information.

- Respect customer privacy. Never disclose any customers personal information.

- Do not post photos or make negative comments about our customers and coworkers.

- Do not post comments about customers, coworkers or vendors which can be viewed as derogatory, threatening and/or as harassing.

“Dear Sir,

That time was very tough for me. On 4th February, 2016 I had admitted my little daughter to Hospital. She was in serious condition and the Doctor shifted her to ICU. She spent 23 days in AMRI Hospital, Kolkata and then the doctors referred her to AIIMS in Delhi. She spent 14 days in

AIIMS, New Delhi where she was diagnosed with a pulmonary disorder. I had not been back home for 60 days. But in these 60 days I have learned the meaning of life and why we are born as human. In these days I was not alone, I have understood the meaning of family.

I have been working with GroupL Services for the past 5 years and prior to rejoining, I worked for 2 years. In these 7 years I have tried to maintain a good relationship with all. But in this bad time, the support I have received from GroupL family is unbelievable. I am only highlighting some incidences of kindness from GroupL family:

• When my wife and I were waiting day and night at the hospital floor, Sudeshna would bring us breakfast.

• Every day I received many calls from GroupL family.

• Almost every day someone from GroupL family would meet with me and spend alot of time with me.

• Rashmita would bring us lunch.

• Every day after office Niloy, Subho, Prasenjit, Sudeshna,

Somnath and Dilip would come to meet with me.

• Almost every night either Niloy or Prasenjit would stay with me.

• Every day AML Sir and Sujit Sir would take an update on my daughter’s health.

• Kabir Sir called me from UAE.

• Company gave me all kind of financial support.

• AML sir shared useful medical suggestions with me and gave me confidence that he is with me.

• Sujit Sir personally talked to AMRI hospital to reduce the bill amount and Star Health Insurance for bill payment.

• On the day I was shifting my daughter from Kolkata to Delhi that day unbelievable support given by Niloy, Subho, Prasenjit and Somnath. Niloy arranged oxygen and nebulizer from a club. Prasenjit collected our tickets from rail headquarters. My colleagues helped me pack my luggage and escorted me, my wife and daughter to Sealdah Railway station. At the station Mithu Di, Supriyo and Sudeshna came to meet my daughter.

• My colleagues also assisted

“I have been able to develop myself personally and professionally. The exposure that I have gained is truly immense. Overall I would like to say that GroupL is a great place to work and has a wonderful work culture and an open atmosphere.”Ranjan

“I enjoy being constantly challenged and learning new things. Every day and every client is a different experience. I appreciate that the company I work for recognizes and appreciates our work and makes their employee feel like a valuable asset.”Sorabh

me financially.

• Angad Sir and Natasha Madam came to meet my daughter at AIIMS. Not only that Natasha Madam sent lunch for my family.

• MRC sir assured me for any kind of support and Rajkumar also came to meet with me at AIIMS.

• From the start of my daughter’s illness till this day all members of GroupL family have supported me, also Angad Sir gives me all kind of support.

• All this is possible only in a family. We are producing helpful people. For me this is my family and my wife also thinks that. I have missed out alot of names but the names are in my heart.

And at last I want to say that in this story we have found a helpful mentality in every one, which has only been possible because of our Monday morning customer service meetings. This customer service meeting has grown our attitude towards helpfulness. We are very lucky that we have a father like AML Sir in our GroupL family.”Suman

“Do the little things to allow others to do great things they are meant to do.”

You are a part of a group of talented people who collaborate to offer the highest level of customer service. Throughout your career at groupL you will face many challenges and opportunities, when you face up to meet this, we would advise you to use your good judgement to offer your customers and co-workers outstanding service and care every day. As we change with the challenges that we face, this guide will be revised periodically. Your suggestions to improve

this should be sent to a Director.

rememBer to:• Do your work. Be accountable for your choices.

• Stop Complaining and start resolving.

• Ask for help, admit your shortcomings.

• Practice gratitude.

• Eat well, eat sensibly, exercise and drink lots of water.

• Love your family, your children, your

friends, your colleagues and yourself.

180030021515 • www.groupl.in • first-impressions@groupl.in Cleansweep, GI Security and Manpasand Manpower are divisions of GroupL Services.