Post on 28-Mar-2015
A RESEARCH PROJECT REPORTON
(“EMPLOYEE SATISFACTION ON BHARAT SANCHAR NIGAM LIMITED”)
FOR THE AWARD OFMASTER OF BUSINESS ADMINISTRATION (HR)
UNDER THE GUIDANCE OF DR. SANDEEP SANDILYA
SUBMITTED BY ABHISHEK SHAKYA
MBA (2007-09) Enrolment No. 2007PHR003
INSTITUTE OF BUSINESS MANAGEMENT,MANGALAYATAN UNIVERSITY,
33rd KM STONE, ALIGARH-MATHURA HIGHWAY,BESWAN, ALIGARH
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MANGALAYATAN UNIVERSITY
INSTITUTE OF BUSINESS MANAGEMENT
CERTIFICATE
Dated……….
This is to certify that the Research Work done on (Title) is a bonafide work carried out by Mr.ABHISHEK SHAKYA a student of Class MBA semester 4th Enrl No 2007PHR003 under my supervision and guidance. The Research Report is submitted towards the partial fulfillment of Two–Years Full Time Master of Business Administration in HUMAN RESOURCE (specialization).
The work done by him/her is original and has not been submitted any where for any purpose.
We wish him/her all the best for all the future endeavors.
Name & Signature of Faculty
Dean IBM
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ACKNOWLEDGEMENT
The entire project from the very idea of its reality would not have
been possible without the guidance and support of many people. As
no human effort and attempt are completed unless somebody pave
a right direction and right path. So, the case with me in
accomplishing my project objectives I am indebted to many and it is
the right time to acknowledge and appreciate them.
Abhishek Shakya
(2007PHR003) M.B.A (H.R)
Mangalayatan University
Aligarh(U.P)
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PREFAC
A project is a very important and mandatory part of Industrial
Psychology. It is very essential for a student of management to know
the working and nature of corporate world before entering it. It is
through a project that a management student learns his/her first lesson
in handling people and then completing his/her work and gets a
practical knowledge of the field he/she is specializing in.
Along with all other branches like Marketing, Finance, IT, etc, HR is also
very essential in order to survive in the market. A good HR strategy as
well as proper deliberation on Employee Satisfaction can lead to its
success while a poor strategy can lead to the failure.
A consistently high level of employee motivation and commitment are
the key factors in developing a positive working environment for any
business.
“A positive work environment starts with people having a clear sense of
purpose and direction, as well as having the opportunity to participate,
engage and be involved in that process. This includes giving your staff
some degree of self-determination, and making sure that they know
their objectives and specific goals.
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“Clearly, an open environment of feedback, support and challenge from
their boss and from the people around them is vital. We all spend a lot
of time at work but if there is a clear sense of success, output and
delivery connected to a clear goal and purpose then people will feel a
lot more engaged.
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CONTENTS
CHAPTERS TOPIC PAGES
1 Executive Summary 7-9
1.1 Importance Of The Study 10-12
2 Introduction of B.S.N.L. 13-18
2.1 Corporate Profiles 19-26
3 Employee Satisfaction 27-34
4 Objective of Study 35-36
5 Research Methodology 37-39
5.1 Research Design 40-48
6 Data Analysis 49-59
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Findings
Suggestions
60-62
63-64
9 Limitations 65-66
10 Overall Experience 67-69
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Bibliography.
Annexure
70-71
72-77
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EXECUTIVE SUMMARY
Each employee satisfaction survey program is executed a little
differently depending on individual company needs and resources.
Complete programs often start with separate employee and/or
management focus groups, which have the dual purpose of gaining
employee involvement and support for the employee satisfaction
program while gathering critical input to be used in designing the actual
employee satisfaction survey.
Objective of the study is to critically analyzing employee satisfaction in
Bharat Sanchar Nigam Limited Aligarh.
To study the employee satisfaction level at various point of view
To feel the pulse of the employees views and other suggestions
To try to look for the best strategies and suggestions over
employee dissatisfaction (if any) exist in company
In research it is the pursuit of truth with the help of study, observation,
comparison and experimentation. In short, the search or knowledge
through objective and systematic method of finding solution to a
problem is research
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In methodology I used two types of data
1. Primary data
2. Secondary data
Research design is mainly of three types:
1. Exploratory research
2. Descriptive or conclusive research
3. Experimental research
What I used is Descriptive Research. Descriptive Research includes
surveys and fact finding enquiries.
In data analysis I found that some of the employees were not satisfied
with working condition, salary, recognition etc.Then I tried to give
suggestions with my best efforts.
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Research shows that satisfied, motivated employees facilitate
higher customer satisfaction and, in turn, positively influence
organizational performance. Organizations that invest in
measuring employee opinions and attitudes, by incorporating
Employee Satisfaction Surveys into their existing HR processes,
can develop such a workforce.
By establishing frequent and consistent employee feedback
processes, Confirmit solutions enable enterprises to retain and develop
their most vital asset - employees.
The following are just a few benefits of an Employee Satisfaction Survey
powered by Confirm it:
More Accurate Perspective
Organizations can attain clearer perspective on how their employees
prioritize and rank the importance and value of topics such as
corporate benefits, versus compensation, versus career development.
Increased Employee Loyalty
By quantifying and analyzing employee attitudes and opinions,
enterprises can identify problem areas and develop solutions that
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create a supportive work environment and foster a motivated, loyal,
workforce.
Training Needs Assessment
Employee Satisfaction Surveys help to develop individual goals and
career potential. With more insight into employee opinions and
attitudes, management can establish effective professional
development initiatives.
Improved Customer Service
Because motivated employees are critical to improved organizational
initiatives, such as increasing customer satisfaction, enterprises that
value and strive for greater Employee Satisfaction ultimately create
higher customer satisfaction.
Confirmit enables creation of automated online survey and reporting
processes that are tailored to businesses and employees, eliminate the
inconveniences of manual data entry, and reduce turnaround time from
survey creation to deployment and results.
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INTRODUCTION OF BSNL
On October 1. 2000 the department of Telecom Operations. Government of India became a Corporation and was christened Bharat Sanchar Nigam Limited (BSNL) Today, BSNL is the NO. Telecommunication Company and the largest public sector under taking of India and it’s responsibilities include improvement of the already impeccable quality of telecom services, expansion of telecom network, introduction of new telecom services in all villages and instilling confidence among its customers.
Responsibilities that BSNL has managed to shoulder remarkably, deftly. Today with a 43million line capacity, 99.9% of it’s exchanges digital, Nation wide network management and surveillance system (NMSS) to Control telecom traffic and nearly 3,55,632 route kms of OFC network.
Bhart Sanchar Nigam Limited is a name to reckon with the world of connectivity. Along with its vast customer base ,BSNL’s financial and Asset bases too are vast and strong. Consider the figures. As they speak volumes on BSNL’s standing:
The telephone infrastructure alone is worth about Rs. 1, 00,000 crore (US $ 21.2 billion). Turnover of Rs. 22.000 crore (US $ 4.6 billion) Add to Which, BSNL’s nationwise coverage and reach,comprehensive
Range of telecom services and a penchant for excellence; and you Have the ingredients for restructuring India for a bright future BSNL, Relience file new well-m tariffs New delhi :state-owned telecom company BSNL has filed new Tariffs
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with telecom reglator TRAIfor WLL-M(mobile wireless in Local loop) service & iI has decided to keep different duration for Call to cellular , fixed line and WLL-M phone. Every call form WELL-M –to -WELL-M will be of three minutes For WELLM-to-fixed phone , it will be 90 second and for WELL-M To cellular phones ;30 seconds, said sources familiar with BSNL Plans.
New pulse rates or call duration means that BSNL subscribers will Pay Rs. 1.20 per call, which will be of different time length; Depending on which phone they are dialing to, BSNL has decided To keep the WLL-M rental at Rs. 200 a month, with an option for Subscribers to pay another Rs 200 a month and on the handset, Which will be provided by the company.
Relience infocomm, which plans to go live with about a million WLL-M connections within the next few days, has also decided To charge its subscribers 0.40 paise a minute for calling WLL-M Subscribers of other companies like Tata Indicom and BSNL. Earlier. The offer particularly for STD calls, was for Relience to Relience calls. The company officials said that they have decided To absorb certain network interconnect charges it has to pay to other Phone companies. It has decided to offer rates for outside their Own networks to avoid being hauled up by triel for offering discriminatory charges from its subscribers. Touchtel, Bharti’s fixed line services company, has also filed new Tariffs,
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which are expectd to be on lines of the once filed by MTNL Last week. New telecom tariffs are to take effect from may 1 across the Country And all phone companies have to file new rates with TRAI for the. Service(s) they offer - - celluler, fixed line and WLL-M - before They can implement new rates. Some have filed and are expected To file by Monday. Under new tariffs, all incoming calls will be free, whichwi. 1 I mainly Impact about 12 million celluler subscribers nation wide. besides, Call duration will decrease substantially for talking on different Services.
MOBILE SERVICES-CELLONE
Cellone is the Post paid services of the BSNL. It offers you a host of value added services and unmatched features not found in any other Celluler services.
As a proud subscriber of cell one service you will stay in touch with your near and dears any where in India because cell one is the only Cellular service which is available in all major cities and covers all Major highways. Cellone givesyouall India roaming facility (including Delhi and Mumbai) and international roaming facility to more than 300 Network across the world.
As a cell one subscriber you will enjoy benefits like:
No security deposit if you are an existing BSNL subscriber.
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No security deposit or monthly rental for national roaming Facility in plan-325 &525.
Voice mail recording and receiving facility free. CLIP free Call waiting and call holding facility free.
A host of value added services are also available at very economical charges:
Voice mail services Short message services (SMS) Group Messaging National and international roaming Call forwarding Corporate virtual private network Call conferencing Friend and family talk Call waiting and call holding facility In services like prepaid cards Universal access No. split
Charging, VPN etc. Wireless application protocol(WAP):
Surf WAP enabled Websites on internet using the services
Unified Messaging services: IntegrateYour mobile phone with
The internet and access your e-mail, faxes, voice mail etc on your mobile phone.
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OTHER
Service tax extra at actuals
Billing cycle - monthly
PSTN charges- include in para 3 above
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CORPORATE PROFILES
Bharat Sanchar Nigam Limited(BSNL) is one of the largest public Sector unit Westorn U.P. telecom circle consists of 20 revenu Districts of the state of U. P. right from Saharanpur to agra. Its Eastern boundary is formed by the districts of Pilibhit, Bareilly, Badaun, Etah, Ferozabad, and Agra. Its Northern boundry is Formed by the districts of Saharanpur, Bijnore, Moradabad Rampur & Bareilly. It covers a population of approximately 50 Million spread over more then 62,500 sq km.
Item status as on 26/04/2009
Population (in lacs as 2001 Census) 505.6
Area (in sq. km.) 62548”
Lok sabha constituenties 24
Secondary switching area (SSA) 16
Short distance charging Area 64
(SDCA)
Revenue district 20
Tehsils 87
Blocks 208
Revenue Villages 23604
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Ever since its creation as an independent entity it has made considerable progress and achieved more than its expectations and fulfilled the commitments of the development of telecom facilities and their effective operation & maintenance in this region for which it was formed. Some world famous industries are also flourishing in
This region like Brassware at Moradabad, Bangles and glasswork at Ferozabad, shoes and Leather articles at Agra, Ceramic Pottery at Khurja and locks at Aligarh. The entire western belt is rich in Agriculture and Industries with the industrial Area of Noidaat its apex.
In India BSNL establish in 1 oct 2000. It’s world’s seventh largest Telecommunication company providing comprehensive range of telecom service.
BSNL have 37342 exchanges all over India and it has 45 million land Line capacity. Through it’s Microwave network it connect with 602 District, 7330 city/Town, 5.5 lack village. 35.1 million basic phone subscriber, 17.8 million cellular customer, 24%mobile user, 25 million WLL subscriber, 2.5 million internate subscriber.
BSNL have 351820 million Rs ( US doller, 8 billion doller) yearly Turn over with net profit 99390 million. Infrastructura assets on telephone alone are work about Rs 63000 million. BSNL plan to expand its customer base from present 47 million line to 125 line while Dec 2007 & infrastructure investment plan to the tune of the Rs 733 crore, (in U.S. dollor 16.67 million in the next three year.)
The turn over nationwide coverage reach comprehensive range of telecom services 7 desire to EXCEL has made BSNL the NO. 1 telecom company of India.
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Features of BSNL:
* It has nationwide All the India Network.
* There is several products which is launched by BSNL for
Customer Convience. As;
Data one broad band Cell one country wide cellular service Call now STD call at reduce rate Bphone Basic telephone service Excel prepaid cellular card Tarang Sanchar Net Web phone India Telephone card
* The Turnover/sales for the year 2007-2008 is Rs. 99390 million
* The company has regional office (circlevise) more then 26.
* BSNL have 8153 crore (1.87 billion US dollar) gross investment
* BSNL have over Rs 118719 crore (27.21 billion US dollar) gross fix assets.
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Company’s Quality Policy
“Total Customer satisfaction through Quality Management and Continuous Improvement
QUALITY OBJECTIVES
1. Organization, which is sensitive and interactive to the needs of Customer.
2. Continuous upgrading of quality and process to meet changing needs of customer.
3. Optimization of return on investment by-
Continuous improvement Technology development Organizational and personnel development Cost reduction efforts Effective use of all resources Harmonious and safe work condition
4. Work of international norms of quality and management
5. The company has successfully practiced the best work ethics
and technology along with the TPM & Kaizen approach and harmony through team work.
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WORK LAYOUT
Commercial department
Administration/HR/O&P Safety Legal Purchase Accounts
Support Service
Customer Care Executive
O&P(Organization & Personnel)
Activities Under-Taken By O &P-Works
An Overview
Recruitment of subordinate staff Employer Branding Placement review & career progression planning Employee Training & Development Employee Separation
ORGANIZATION STRUCTUR
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CORPORATE PLANNING OEM SALES DEPTT. &MANAGING SERVICES AFTER MARKET SALES
FINANCE & ACCOUNT
DEPTT. EXPORT SALES DEPTT.
ADMISTRATION DEPTT.
CUSTOMER SERVICE DEPTT
HRD
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CHAIRMAN/ DEPUTY CHAIRMAN
MANAGING DIRECTOR/ PRESIDENT
EXECUTIVE DIRECTOR
(HEAD OFFICE)
BOARD
EXECUTIVE DIRECTOR
(MARKETING)
VISION
To become the largest telecom service provider in Asia.
OUR BELIEFS
All our operations must create value for our customers& also result in sustained profitability.
Leadership is to be nurtured at all levels of the hierarchy
VALUE
Honesty, Integrity & Ethical working Respect for individuals We shall uphold the dignity of the individual
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A general Idea to Employee Satisfaction
Employee Satisfaction -- A Necessity for Keeping Customers Satisfied
It is difficult to overestimate the impact of employee attitudes on the
satisfaction levels of customers. While positive employee attitudes and
customer treatment may not be enough to fully overcome problems with
product or internal systems, it can reduce the damage that
product/systems' problems cause to customer satisfaction. If your
products and systems are performing to customer expectations, happy
employees are in a position to dazzle customers by treating them with
respect, courtesy, and warmth. The link between employee attitude and
customer satisfaction can be seen both in quantitative studies and in
everyday life. Think back to the last sour experience you had with a
person who was servicing you. How did this make you feel? You have
found yourself making a mental note to not return to a place of business
where you were mistreated. At the very least, you probably will not
recommend an organization whose employees have mistreated you. On
the other side of the coin, you probably can recall positive, memorable
experiences you have had as a customer that caused you to return to a
place of business and/or recommend it to a friend.
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One excellent way to do this is to administer an employee satisfaction
survey, analyze the results, and make appropriate changes to policies
and procedures. By repeating this process annually you can track your
company's progress toward improving employee satisfaction.
In addition to improved customer treatment, other benefits of measuring
and improving employee satisfaction include reduced turnover and
associated reductions in training costs. Also, an improved reputation of
your company as a place to work may make it easier to attaract quality
employees.
One of the major reasons for employee dissatisfaction is the lack of
personal growth. If that is not it, how do explain why employees leave
their jobs for another when the perks are similar or just slightly more
than what they were getting?
Why do some decide to work for someone else even though the salaries
they are now getting are lower than the previous employments? Why do
some others quit when they don't have any other jobs to fall back to and
rather be unemployed until they find one?
If you ask, the common answer that you will hear is that they were
looking for something better. When you ask what better means, they'll
tell you what you want to hear. When you probe further, you'll hear that
the employee dissatisfaction is due to several other discontents.
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If you analyze all the reasons, you may find that the displeasure all
points back to the lack of personal development. When humans don't
experience any kind of self-improvement, they feel bored and
uninspired.
An employer who doesn't help its personnel acquire better ways to do
things and develop a sense of self-worth are going to lose them.
People don't work just for the sake of money though that's the main
motivation. They want to feel appreciated. They want to feel needed.
They want to learn. They want to build great relationships based on
trust. If these needs are not met, they rebel by either giving less than
their best, bicker around or walk off.
What should an employer do?
One of the areas that an employer has to look at if employee
dissatisfaction is prevalent and they leave at an unacceptable rate is the
capability of its heads of departments. He has to evaluate the
performance of his managers and supervisors. His leaders can make or
break the team and his business. He should provide them with the tools
and resources to help them grow and train them to lead. He should
encourage his leaders to read. He must lead by example.
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Business is not all about making profits. Its growth depends on building
relationships with everyone involved. That means it's not only looking at
his client's interests.
Well-trained, motivated and happy employees render outstanding
services and bring satisfaction to clients.
Employee dissatisfaction is the forerunner to a number of problems
that can be quite serious to a small business. These include employee
turnover and the potential for financial abuse, such as theft, check
fraud and embezzlement. It's vital for the management of a small
company to recognize the signs of employee dissatisfaction before
difficulties have the chance to manifest. Employees almost always send
signals of their discontent. The clear and obvious signs of employee
dissatisfaction include:
1. Excessive tardiness and absenteeism. When an employee who used
to be dependable begins to call in sick or is late to work, it could
indicate the onset of personal problems--or job dissatisfaction. The
same may be true when an employee begins scheduling flexible outside
activities during the workday (such as haircut appointments, car repair,
etc.).
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2. Lack of enthusiasm indicated by reducing working hours. When an
employee who has always stayed at work "until the job is done"--or
who has even come in frequently on weekends to finish projects--
begins leaving every night at 5 p.m. sharp, job dissatisfaction should be
suspected.
3. Decreased quality and quantity of work. When an employee
becomes dissatisfied with his job--or with the style of management
within a company--the quality of work will reflect it.
4. Complaints by employees against a particular individual within the
company. Often the dissatisfaction of disgruntled employees is noticed
first by those who work most closely with them.
5. Complaints by an individual employee regarding salary, benefits,
working hours, working conditions, etc. Management should never
treat such complaints lightly.
6. Increased e-mail usage during work time. Dissatisfied employees
often spend extra time cruising the Internet on company time, making
outside phone calls, spending excessive time at the water cooler, etc.
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7. Displays of anger, frequent arguments with associates or team
members or other inappropriate activity. Job dissatisfaction often
leads to frustration, which can result in strife with other employees.
Recognizing employee dissatisfaction is only half the battle. When
managers realize that an employee is showing signs of dissatisfaction, a
meeting should be set up allowing the employee to air grievances. This
meeting should be private, between a manager and the employee--and
should be specific as to intent. The behavior prompting the meeting
should be discussed, with the employee given the opportunity to bring
out reasons for dissatisfaction.
Remember, the reason or reasons may be valid--and may affect other
employees in addition to the employee being addressed. Reports of
discontent give management the opportunity to examine and correct
potential problems in the company. For example, can working
conditions be improved? Are employee shifts too long? Have benefits
fallen behind what is standard in the industry? Has communication
between employees and managers broken down? These problems and
others can make life hard for employees--and ultimately will hamper
productivity. When discontent resulting from any of these areas is
reported or noticed, a company should not look the other way,
pretending that a problem does not exist. And the dissatisfied employees
should not automatically be looked at as "troublemakers." Reports of
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dissatisfaction among employees should be viewed similarly to customer
complaints: as a chance
to improve operations.
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Main Objective
To critically analyze employee satisfaction in Bharat Sanchar
Nigam Limited Aligarh.
Sub Objectives
To analyze the physical work condition
To analyze the satisfaction level by analyzing the Industrial
Relation between employees & management
To find out the level of workers participation
To try to look for the best strategies and suggestions over
employee dissatisfaction (if any) exist in company
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RESEARCH METHODOLOGY39
Introduction:
Research may be defined as a documented prose work. Documented
prose work means organized analysis of the subject based on borrowed
material with suitable acknowledgement & consultation in the main
body of the paper. It is the pursuit of truth with the help of study,
observation, comparison & experimentation. In short, the search or
knowledge through objective & systematic method of finding solution
to a problem is research.
According to Clifford Woody, “research comprises defining & redefining
problem, formulating hypothesis or suggest solution, collecting,
organizing & evaluating data, making deduction & reaching conclusion,
& at least carefully testing the conclusions to determine whether they
fit the formulating hypothesis”
Research in common parlance refers to a search for knowledge.
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“A careful investigation or inquiry specially through search for new facts
in Any branch of knowledge.”
.The Advanced Learner’s Dictionary of Current English.
“Systematized effort to gain new knowledge.”
Redman & Mory
Research design41
A research design is the arrangement of conditions for collection and
analysis of data in a manner that aims to combine relevance to the
research purpose with economic in procedure. Research design is a
plan that specifies the source and types of information relevant to the
research problem; it is a strategy specifying which approach will be
used for gathering and analyzing the data. In fact research design is the
conceptual structure within which research is conducted. It constitutes
the blue print for the collection, measurement & analysis of data.
Types of Research Design
Research design is mainly of three types:
1. Exploratory research
2. Descriptive or conclusive research
3. Experimental research
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1. Exploratory Research: It is often the initial step in the series
of studies designed to supply information for decision making.
The main purpose of this research is that of formulating a
problem for more precise investigation or of developing the
working hypothesis from an operational point of view. The major
emphasis in such studies is on the discovery of ideas and insights.
2. Descriptive Research: Descriptive Research includes surveys
and fact finding enquiries. The descriptive research is typically
concerned with determining the frequency with which something
occurs or determining the degree to which variables are
associated. It is guided by an initial hypothesis.
3. Experimental Research: In experimental research some
variables are manipulated to observe their effect on other
variables. Experimentation is defined as process where events
accrue in a setting at the discretion of the experimenter and
controls are used to identify the source of variation in the
subject .Thus, experimental researches are those where the
researcher tests the hypothesis of casual relationships between
variables.
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METHOD OF DATA COLLECTION
The key for useful systems is the selection of the method for collecting
data and linking it to analysis and decision issue of the action to be
taken. The accuracy of the collected data is of great importance for
drawing correct and valid conclusions from detailed investigations.
There are two types of data viz., Primary and Secondary.
PRIMARY DATA
The primary data are those which are collected of a fresh and for the
first time, and thus happen to be original in the character .There are
several methods of collecting primary data., particularly in survey
and descriptive researches . Some important ones are:
Observation Method
Interview Method
Questionnaire
Schedules, etc.
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SECONDARY DATA
Secondary data means data that are already available i.e. they refer
to the data which have already been collected and analyzed by
some one else and which have already been passed through the
statistical process. Secondary data may either be published data or
unpublished data . The following have been the sources for
collecting secondary data:
Internet
Books
Methods
The choice of methodology is always selected on the basis of what is
best of the respondents – best in terms of convenience, ease of use,
and trust in the method.
Determining the need
The need for such surveys is greater when one or more of the following
factors is present:
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Rapidly growing organization: It is critical to find out how employees
feel about their jobs, the company and their fit and future within it.
Highly competitive industry: In an industry like insurance company turn
over minimization and productivity and creativity maximization are keys
to success. Staying in touch with employees is necessary to facilitate
continued competitiveness.
Contemplated changes in pay & benefits: To know what needs to be
“fixed” and how much “fixing” it needs to maximize return on invested
money and people resources.
Planned or recent organizational changes, including change of leadership: Change can be difficult for
many people. If not handled properly, productivity and profits can decline.
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Determining what and how to ask
Organizations usually develop a base questionnaire that contains core
questions necessary for substantially all employers. There are three
broad types of questions: Factual ones, those dealing with opinion i.e.
opinion questions and those dealing with motivation i.e. motivation
questions. The majority of questions on a employee satisfaction survey
should be answered using a scale.
Examples include 5-point scales, Likert scales (e.g., five points ranging
from “VERY DISSATISFIED” to “VERY SATISFIED”).Including an open-
ended question allows the respondents to give their suggestions and
recommendations in writing. While verbatim comments are not easy to
tabulate, they will bring meaning to some of your scores. The verbatim
responses will help you understand what is behind that score,” “It’s
pretty powerful to see exactly what some of your employees are saying
about you.” This is then customized to fit it to the particular needs of
the department being studied, adding and deleting items as
appropriate.
The area of focus in the current study being front office, the researcher
studied and reviewed all the recent projects and trainings organized for
this team in order to select the broad dimensions for study. Existing
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instruments were reviewed and studied. All types of questions were
included covering nearly every facet of employee satisfaction.
All items were to be rated on a five point Likert scale. Each item in the
survey was combined with other related survey items to produce
dimensions. A dimension is a broad-based subject category which
measures an important aspect of satisfaction. Dimensions greatly
simplify the reporting and feedback of survey results by providing
specific findings for each subject category measured.
Proofing & testing
This includes checking misspelled words, proper skip patterns, question
numbering, grammar and format.
Inviting the employees & obtaining a high response rate
Certain information is communicated to the employees to invite them
for the survey and obtain a high response rate. It may be regarding
what and why is happening, assuring the anonymity, how will the
results be used in their favor, duration and deadline for completing the
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questionnaire to thanking the employees for their time and co-
operation.
Interpreting the results
It is astounding how much “data” can be created by a survey. Each scale
question has multiple possible answers, each of which is reported along
with each item’s average score; there are results for various
dimensions, and there is statistical analysis.
The different approaches for analysis may include: Leverage analysis: It
provides a way of selecting areas to focus on, by calculating each area’s
level on a “bottom line” measure – overall satisfaction.
Comment Analysis: Recommendations/suggestions written by
employees as well as patients/attendants generated qualitative data.
Simply reading comments can give one a flavor for the types of issues
on employees’ minds. However, proper interpretation becomes
difficult, if not impossible.
Findings
Suggestions
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ARE YOU SATISFIED WITH YOUR PHYSICAL WORK CONDITIONS?
75% EMPLOYEES ARE SATISFIED WITH PHYSICAL WORK CONDITION &
19% ARE NOT SATISFIED.
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10%10%
0%
40%
50%
VERY DISSATISFIED
DISSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
ARE YOU SATISFIED WITH YOUR FELLOW WORKERS?
68% EMPLOYEES ARE SATISFIED WITH THEIR FELLOW WORKERS & 14%
ARE NOT SATISFIED.
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0%20%
10%
35%
35%VERY DISSATISFIED
DISSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
ARE YOU SATISFIED WITH THE RECOGNITION YOU GET FROM GOOD
WORK?
82% EMPLOYEES ARE SATISFIED WITH THE RECOGNITION THEY GET
FROM THEIR GOOD WORK & REMAININGS ARE NOT SATISFIED.
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0% 10%`10%
35%
45%
VERY DISSATISFIED
DISSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
ARE YOU SATISFIED WITH YOUR IMMEDIATE BOSS?
14%2%
17%
30%
37%VERY DISSATISFIED
DISSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
67% EMPLOYEES ARE SATISFIED WITH THEIR BOSS, WHILE 16% ARE
NOT.
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ARE YOU SATISFIED WITH THE INDUSTRIAL RELATIONS BETWEEN
MANAGEMENT AND WORKERS?
6% 6%6%
38%
44%
VERY DISSATISFIED
DISSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
82% EMPLOYEES ARE SATISFIED WITH INDUSTRIAL RELATION AND
REMAININGS ARE NOT SATISFIED.
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ARE YOU SATISFIED WITH YOUR RATE OF PAY?
8%
23%
15%46%
8% VERY DISSATISFIED
DISSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
61% EMPLOYEES ARE SATISFIED WITH THEIR RATE OF PAY WHILE
REMAININGS ARE NOT.
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ARE YOU SATISFIED WITH THE ATTENTION PAID TO SUGGESTIONS YOU
MAKE? (WORKERS PARTICIPATION)
6%19%
19%50%
6% VERY DISSATISFIED
DISSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
56% EMPLOYEES ARE SATISFIED WITH WORKERS PARTICIPATION IN
MANAGEMENT, WHILE 25% ARE NOT.
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ARE YOU SATISFIED WITH YOUR HOURS OF WORK?
6% 6%6%
44%
38%VERY DISSATISFIED
DISSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
82% EMPLOYEES ARE SATISFIED WITH THEIR HOURS OF WORK & 12%
ARE NOT SATISFIED
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ARE YOU SATISFIED WITH YOUR POWER AND PRESTIGE IN THE JOB?
6% 6%
19%
31%
38%VERY DISSATISFIED
DISSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
69% EMPLOYEES ARE SATISFIED WITH THEIR POWER AND PRESTIGE IN
THE JOB, WHILE REMAININGS ARE NOT SATISFIED.
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ARE YOU SATISFIED WITH THE JOB SECURITY?
6%
25%
6%44%
19% VERY DISSATISFIED
DISSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
63% EMPLOYEES ARE SATISFIED WITH THEIR JOB SECURITY, WHILE
REMAININGS ARE AFRAID OF THAT.
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FINDINGS
75% EMPLOYEES ARE SATISFIED WITH PHYSICAL WORK
CONDITION & 19% ARE NOT SATISFIED.
68% EMPLOYEES ARE SATISFIED WITH THEIR FELLOW WORKERS &
14% ARE NOT SATISFIED.
82% EMPLOYEES ARE SATISFIED WITH THE RECOGNITION THEY
GET FROM THEIR GOOD WORK & REMAININGS ARE NOT
SATISFIED.
67% EMPLOYEES ARE SATISFIED WITH THEIR BOSS, WHILE 16%
ARE NOT.
82% EMPLOYEES ARE SATISFIED WITH INDUSTRIAL RELATION AND
REMAININGS ARE NOT SATISFIED.
61% EMPLOYEES ARE SATISFIED WITH THEIR RATE OF PAY WHILE
REMAININGS ARE NOT.
82% EMPLOYEES ARE SATISFIED WITH THEIR HOURS OF WORK &
12% ARE NOT SATISFIED
56% EMPLOYEES ARE SATISFIED WITH WORKERS PARTICIPATION
IN MANAGEMENT, WHILE 25% ARE NOT.
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69% EMPLOYEES ARE SATISFIED WITH THEIR POWER AND
PRESTIGE IN THE JOB, WHILE REMAININGS ARE NOT SATISFIED.
63% EMPLOYEES ARE SATISFIED WITH THEIR JOB SECURITY,
WHILE REMAININGS ARE AFRAID OF THAT.
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SUGGESTIONS
Don’t take lightly the complaints by an individual employee
regarding salary benefits, working hours, working conditions etc.
Recognize the employees by rewarding them for their good work
done.
Don’t be autocratic; try to listen your employee’s suggestions also.
Give chance to employees to participate in management also.
Follow job rotation to keep employees free from boredom ness.
Remunerate employees on the basis of quantum of work done.
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It was very difficult to get correct information from employees
Limitedness of sample size, as training was restricted to Aligarh
Branch of BHARTI SHANCHAR NIGAM LIMITED.
Limitedness of time to interact with individuals to convince them to
fill open ended questionnaire, so that I could get more insightful
information from employees.
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I had an excellent experience working with, BHARAT SANCHAR
NIGAM LMITED no matter for a small period. I have learned a lot by
interacting with the senior and junior staff working out there. And I
realized that the machines cannot replace the people that are the
man power and the success of this organization is because of the
employees, that is why I preferred this topic for my summer training
project.
At last I tried to give full knowledge of my summer training project in
short. At BHARAT SANCHAR NIGAM LIMITED Company contribution,
creativity and learning are respected as well as expected. The company
is having some of its missions, visions, and some of its goals. It has
taken hands in hands to achieve all those objectives of its organization.
To achieve all these goals and objectives it is having world class
employees in the Held of Sales, Operation, Finance, Training etc.
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That was great experience, I realized that there is a lot of difference
between theoretical and practical knowledge. I learned that how much
summer training is important for the students of management before
moving in corporate word and to exist there without any anxiety.
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BIBLIOGRAPHY
Bharat Sanchar Nigam Limited ,documents
C.R.Kothari (Research Methodology)
Webliography
www.google.co.in
www.en.wikipedia.com
Yahoo search engine
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ANNEXURE
JOB SATISFACTION QUESTIONNAIRE
INSTRUCTION: Please indicate: How satisfied are you with the
following by using appropriate rating scale.
1. Physical work condition.-
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
2. The freedom to choose your own method of working.-
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
3. Your fellow workers.
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
4. The recognition you get from good work.—
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
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5. Your immediate boss.-
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
6. Amount of responsibility you are given.--'
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
7. Opportunities to use your abilities.--.
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
8. Industrial relations with management and workers. ---.
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
9. Your rate of pay.--.
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
10. Your chance of promotion.-
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A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
11. The way your firm is managed.
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
12. The attention paid to suggestions you make.-...
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
13. Your hours of work
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
14. The amount of variety in your job
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
15. Your job security.
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A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
16. Opportunity to help others with personal problem at work
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
17. Chance to learn new things.
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
18. Power and prestige in the job.
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
19. Opportunity to make decisions
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
20. Opportunity to Achieve something worthwhile.
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.
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Name: Deptt:
Designation: Experience:
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