Sandeep Employee Satisfaction
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Transcript of Sandeep Employee Satisfaction
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A
Summer Training Project Report
On
Employee Satisfaction
In
BIRLA SUN LIFE INSURANCE
At
Patiala Branch
Submitted to
In partial Fulfillment for the Award of degree of
MASTERS OF BUSINESS ADMINISTRATION
Punjabi University
Session 2011-13
Under the supervision of SUBMITTED BY
Mr. Manwinder Singh Sandeep Singh
(Business Development Manager)
ROLL NUMBER
1307470080
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DECLARATION
I, Sandeep Singh hereby declare that the Summer Training Report
entitled Employee Satisfaction in Birla Sun Life Insurance at
Patiala submitted in the partial fulfillment of the requirement, of
Punjabi University.
Sandeep Singh
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CERTIFICATE
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ACKNOWLEDGEMENT
Exchange of ideas generates energy and a will to work in a better
way. Whenever a person is helped by others he is bound to pay gratitude
to them. Acknowledgement is not merely a formality rather an
expression of deep gratitude. It is my pleasure to be indebted to various
people, who directly or indirectly contributed in the development of this
work and who influenced my thinking, behavior, and acts during the
course of study.I am grateful to Mr. Manwinder Singh (Business Development
Manager) for providing me an opportunity to undertake project work in
their esteemed organization and practical training, which will go long
term in shaping my career.
I am deeply indebted to our head of department and all my faculty
members of the institute for their valuable contribution during the
academic session and guidance in preparation of this project..
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PREFACE
Management is a vital function concerned with all aspects of an
enterprise and hence a course in business administration has become a
sort of pre requisite for a successful career in todays dynamic business
environment. Theories on management aim at establishing the best way
of doing things undyingly, the situational needs determine their mode of
application. Effective management is always a situational management.
So a student undergoing the postgraduate program in management needs
to be exposed to realities in the field, which puts test to the classroom
learning.
The project report relates to the employee satisfaction given in the
organization. In order to achieve practical, positive and concrete resultsthe theoretical knowledge must be supplemented with exposure to real
environment. I was fortunate that Birla SunLife Insurance provided me
an opportunity to undergo this summer training.
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INTRODUCTION
Employee satisfaction is a measure of how happy workers are with
their job and working environment. Keeping morale high among
workers can be of tremendous benefit to any company, as happy workers
will be more likely to produce more, take fewer days off, and stay loyal
to the company. There are many factors in improving or maintaining
high employee satisfaction, which wise employers would do well to
implement.
To measure employee satisfaction, many companies will have
mandatory surveys or face-to-face meetings with employees to gain
information. Both of these tactics have pros and cons, and should be
chosen carefully. Surveys are often anonymous, allowing workers more
freedom to be honest without fear of repercussion. Interviews with
company management can feel intimidating, but if done correctly can let
the worker know that their voice has been heard and their concerns
addressed by those in charge. Surveys and meetings can truly get to the
center of the data surrounding employee satisfaction, and can be great
tools to identify specific problems leading to lowered morale.
Many experts believe that one of the best ways to
maintain employee satisfaction is to make workers feel like part of a
family or team.
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Holding office events, such as parties or group outings, can help
build close bonds among workers. Many companies also participate in
team-building retreats that are designed to strengthen the working
relationship of the employees in a non-work related setting. Camping
trips, paintball wars and guided backpacking trips are versions of this
type of team-building strategy, with which many employers have found
success.
Of course, few workers will not experience a boost in morale after
receiving more money. Raises and bonuses can seriouslyaffect employee satisfaction, and should be given when possible. Yet
money cannot solve all morale issues, and if a company with widespread
problems for workers cannot improve their overall environment, a bonus
may be quickly forgotten as the daily stress of an unpleasant job
continues to mount.
If possible, provide amenities to your workers to improve morale.
Make certain they have a comfortable, clean break room with basic
necessities such as running water. Keep facilities such as bathrooms
clean and stocked with supplies. While an air of professionalism is
necessary for most businesses, allowing workers to keep family photos
or small trinkets on their desk can make them feel more comfortable andnested at their workstation. Basic considerations like these can
improve employee satisfaction, as workers will feel well cared for by
their employers.
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The backbone of employee satisfaction is respect for workers and
the job they perform. In every interaction with management, employees
should be treated with courtesy and interest. An easy avenue for
employees to discuss problems with upper management should be
maintained and carefully monitored. Even if management cannot meet
all the demands of employees, showing workers that they are being
heard and putting honest dedication into compromising will often help to
improve morale.
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CHARACTERISTICS OF EFFECTIVE EMPLOYEESURVEY
Identify your needs and what you would like to achieve from the
survey.
For e.g.- your company may ask; Are the employees mission and
goals aligned with companys mission and goals?
Dont believe a one survey-fitsall approach is effective
Develop a survey based on requirement stated. In developing a survey
one should evaluate how many questions are necessary to reliably
assess a particular domain of satisfaction and review sampling
methodologies and question formats
In constructing the survey, one should be mindful of liability and
validity of instrument. Reliability refers to consistency of responses
and effect on measurement error. Validity refers to measuring what
you think you are measuring.
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USES OF EMPLOYEE SATISFACTION
The information garnered from employee satisfaction survey can give
you the management knowledge that directly impacts the bottom line
and fosters positive employee relations in any or all of the following
ways:
Identifying cost saving opportunities
Improving productivity
Reducing turnover
Reducing absenteeism
Strengthening supervision
Evaluating customer service issues
Assessing training needs
Stream lining communication
Benchmarking the organizations progress in relation to industry
Gauging employee understanding of, and agreement with the
company mission
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METHOD OF EMPLOYEE SATISFACTION
SURVEY
We can measure employee satisfaction using a number of different
methods including;
Paper questionnaire distributed internally and return to us directly,
Interview method
Mixed methodology combining the above. This enables all employee
to respond, regardless of internet access or comfort levels.
Paper questionnaire are proven methodology for this type of research
and continue to be used with success. However, if everyone in your
organization has internet access, you may want to consider utilizing a
web based methodology to conduct your research.
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BENEFITS OF EMPLOYEE SATISFACTION
SURVEY
More accurate perspective
Organizations achieve a more accurate view of current policies and a
more clear prospective of issues that are of higher priority to
employees than others, such as benefits versus career development,
versus compensation.
Increased employee loyalty
By qualifying and analyzing employee attitude and opinions,
enterprises can identify problem areas and solution to create a
supportive work environment encouraging a motivated and loyal
workforce.
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Training need assessment
Employee satisfaction surveys aid in developing individual goals and
career potential. With more insight into their opinions and attitudes,
management can established 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.
Accurate and personalized surveys
By fully integrating into current HR system and utilizing existingemployee information conform it afford more relevant an
personalized surveys.
Faster turnaround
Conform its real time capability reduces the speed to create and
deploy surveys, collect data and prepare personalize individual
reports thus reducing response time and increasing overall satisfaction
Follow up and reporting capabilities
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Using confirmation, companies can follow up with employees who
have not completed their survey, maximizing the response rate and value
of employee satisfaction feedback
The father of scientific management Taylor's (1911) approach to
job satisfaction was based on a most pragmatic & essentially pessimistic
philosophy that man is motivation by money alone. That the workers are
essentially 'stupid & phlegmatic' & that they would be satisfied with
work if they get higher economic benefit from it. But with the passage of
time Taylor's solely monetary approach has been changed to a morehumanistic approach. It has come a long way from a simple explanation
based on money to a more realistic but complex approach to job
satisfaction. New dimensions of knowledge are added every day & with
increasing understanding of new variables & their inter play, the field of
job satisfaction has become difficult to comprehend.
The term job satisfaction was brought to limelight by Hoppock
(1935). He reviewed 32 studies on job satisfaction conducted prior to
1933 & observed that job satisfaction is a combination of psychological,
physiological & environmental circumstances that cause a person to say.
'I am satisfied with my job'. Locke defines job satisfaction as a
"pleasurable or positive emotional state resulting from the appraisal ofone's job or job experiences". To the extent that a person's job fulfils his
dominant need & is consistent with his expectations & values, the job
will be satisfying
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JOB SATISFACTION - THEORY
One way to define satisfaction may be to say that it is the end state
of feeling. The word 'end' emphasises the fact that the feeling is
experienced after a task is accomplished or an activity has taken place
whether it is highly individualistic effort of writing a book or a
collective endeavour of constructing a building. These activities may be
minute or large. But in all cases, they satisfy a certain need. The feeling
could be positive or negative depending upon whether need is satisfied
or not & could be a function of the effort of the individual on one hand
& on the other the situational opportunities available to him.
This can be better understood by taking example of a foreman in
an engineering industry. He has been assigned the task to complete a
special order by a certain, deadline. Person may experience positive job
satisfaction because he has been chosen to complete the task. It gives
him a special status & feeling that he has been trusted and given a
special task, he likes such kind of rush job and it may get him extra
wages. The same could be the sources of his dissatisfaction if he does
not like rush work, has no need for extra wages. Each one of these
variables lead to an end state of feeling, called satisfaction.
Sinha (1974) defines job satisfaction an 'a reintegration of affect
produced by individual's perception of fulfillment of his needs in
relation to his work & the situations surrounding it'.
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Theories of Job - Satisfaction:
There are 3 major theories of job satisfaction.
(i)Herzberg's MotivationHYGIENE THEORY
(ii)Social reference - group theory.
(ii)Need fulfillment theory.
Herzberg's Motivation - Hygiene Theory:
This theory was proposed by Herzberg & his assistants in 1969. On
the basis of his study of 200 engineers and accountants of the Pittsburgh
area in the USA, he established that there are two separate sets of
conditions (and not one) which are responsible for the motivation &
dissatisfaction of workers. When one set of conditions (called
'motivator') is present in the organisation, workers feel motivated but its
absence does not dissatisfy them. Similarly, when another set of
conditions (called hygiene factors) is absent in the organisation, the
workers feel dissatisfied but its presence does not motivate them. The
two sets are unidirectional, that is, their effect can be seen in one
direction only.
According to Herzberg following factors acts as motivators:
Achievement,
Recognition,
Advancement,
Work itself,
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Possibility of growth, &
Responsibility.
Herzberg used semi-structured interviews (the method is called
critical incident method). In this technique subjects were asked to
describe those events on the job which had made them extremely
satisfied or dissatisfied. Herzberg found that events which led people to
extreme satisfaction were generally characterised by 'motivators' & those
which led people to extreme dissatisfaction were generally characterized
by a totally different set of factors which were called 'hygiene factors'.Hygiene factors are those factors which remove pain from the
environment. Hence, they are also known as job - environment or job -
context factors. Motivators are factors which result in psychological
growth. They are mostly job - centered. Hence they are also known as
job - content factors.
The theory postulated that motivators and hygiene factors are
independent & absence of one does not mean presence of the other. In
pleasant situations motivators appear more frequently than hygiene
factors while their predominance is reversed in unpleasant situations.
Need Fulfillment Theory :
Under the need-fulfillment theory it is believed that a person issatisfied if he gets what he wants & the more he wants something or the
more important it is to him, the more satisfied he is when he gets it & the
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more dissatisfied he is when he does not get it. Needs may be need for
personal achievement, social achievement & for influence.
a)Need for personal achievement:
Desires for personal career development, improvement in one's
own life standards, better education & prospects for children & desire
for improving one's own work performance.
b)Need for social achievement :
A drive for some kind of collective success is relation to some
standards of excellence. It is indexed in terms of desires to increase
overall productivity, increased national prosperity, better life community
& safety for everyone.
c)Need for influence :
A desire to influence other people & surroundings environment. In
the works situation, it means to have power status & being important as
reflected in initiative taking and participation in decision making.
In summary, this theory tell us that job satisfaction is a function of,or is positively related to the degree to which one's personal & social
needs are fulfilled in the job situation.
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Social References - Group Theory :
It takes into account the point of view & opinions of the group to
whom the individual looks for the guidance. Such groups are defined as
the 'reference-group' for the individual in that they define the way in
which he should look at the world and evaluate various phenomena in
the environment (including himself). It would be predicted, according to
this theory that if a job meets the interest, desires and requirements of a
person's reference group, he will like it & if it does not, he will not like
it.A good example of this theory has been given by C.L. Hulin. He
measures the effects of community characteristics on job satisfaction of
female clerical workers employed in 300 different catalogue order
offices. He found that with job conditions held constant job satisfaction
was less among persons living in a well-to-do neighborhood than among
those whose neighborhood was poor. Hulin, thus provides strong
evidence that such frames of reference for evaluation may be provided
by one's social groups and general social environment.
To sum up, we can say, Job satisfaction is a function of or is
positively related to the degree to which the characteristics of the job
meet with approved & the desires of the group to which the individuallooks for guidance in evaluating the world & defining social reality.
Relationship among motivation, attitude and job satisfaction :
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Motivation implies the willingness to work or produce. A person
may be talented and equipped with all kinds of abilities & skills but may
have no will to work. Satisfaction, on the other hand, implies a positive
emotional state which may be totally unrelated to productivity. Similarly
in the literature the terms job attitude and job satisfaction are used
interchangeably. However a closer analysis may reveal that perhaps,
they measure two different anchor points. Attitudes are predispositions
that make the individual behave in a characteristic way across the
situations.They are precursors to behaviour & determine its intensity and
direction. Job satisfaction, on the other hand is an end state of feeling
which may influence subsequent behaviour. In this respect, job attitude
and job satisfaction may have something in common. But if we freeze
behaviour, attitude would initiate it which job satisfaction would result
from it.
Relationship Between Morale & Job Satisfaction :
According to Seashore (1959), morale is a condition which exists
in a context where people are :
a) motivated towards high productivity.b) want to remain with organization.
c) act effectively in crisis.
d) accept necessary changes without resentment or resistance.
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e) actually promote the interest of the organization and
f) are satisfied with their job.
According to this description of morale, job satisfaction is an
important dimension of morale itself. Morale is a general attitude of the
worker and relates to group while job satisfaction is an individual feeling
which could be caused by a variety of factors including group. This
point has been summarized by Sinha (1974) when he suggests that
industrial morale is a collective phenomenon and job satisfaction is a
distributed one. In other words, job satisfaction refers to a generalattitude towards work by an individual works. On the other hand, morale
is group phenomenon which emerges as a result of adherence to group
goals and confidence in the desirability of these goals.
Relationship Between job satisfaction and work behaviour :
Generally, the level of job satisfaction seems to have some relation
with various aspects of work behaviour like absenteeism, adjustments,
accidents, productivity and union recognition. Although several studies
have shown varying degrees of relationship between them and job
satisfaction, it is not quite clear whether these relationships are
correlative or casual. In other words, whether work behaviour make himmore positively inclined to his job and there would be a lesser
probability of getting to an unexpected, incorrect or uncontrolled event
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in which either his action or the reaction of an object or person may
result in personal injury.
Job satisfaction and productivity :
Experiments have shown that there is very little positive
relationship between the job satisfaction & job performance of an
individual. This is because the two are caused by quite different factors.
Job satisfaction is closely affected by the amount of rewards that an
individual derives from his job, while his level of performance is closelyaffected by the basis for attainment of rewards. An individual is satisfied
with his job to the extent that his job provides him with what he desires,
and he performs effectively in his job to the extent that effective
performance leads to the attainment of what he desires. This means that
instead of maximizing satisfaction generally an organisation should be
more concerned about maximizing the positive relationship between
performance and reward. It should be ensured that the poor performers
do not get more rewards than the good performers. Thus, when a better
performer gets more rewards he will naturally feel more satisfied.
Job Satisfaction and absenteeism :One can find a consistent negative relationship between
satisfaction and absenteeism, but the correlation is moderate-usually less
than 0.40. While it certainly makes sense that dissatisfied Sales Persons
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are more likely to miss work, other factors have an impact on the
relationship and reduce the correlation coefficient. e.g. Organizations
that provide liberal sick leave benefits are encouraging all their Sales
Persons, including those who are highly satisfied, to take days off. So,
outside factors can act to reduce the correlation.
Job Satisfaction and Turnover :
Satisfaction is also negatively related to turnover, but the
correlation is stronger than what we found for absenteeism. Yet, again,other factors such as labour market conditions, expectations about
alternative job opportunities, and length of tenure with the organization
are important constraints on the actual decision to leave one's current
job.
Evidence indicates that an important moderator of the satisfaction-
turnover relationship is the Sales Person's level of performance.
Specifically, level of satisfaction is less important in predicting turnover
for superior performers because the organization typically makes
considerable efforts to keep these people. Just the opposite tends to
apply to poor performers. Few attempts are made by the organization to
retain them. So one could expect, therefore, that job satisfaction is moreimportant in influencing poor performers to stay than superior
performers.
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Job Satisfaction and Adjustment :
It the Sales Person is facing problems in general adjustment, it is
likely to affect his work life. Although it is difficult to define
adjustment, most psychologists and organisational behaviourists have
been able to narrow it down to what they call neuroticism and anxiety.
Generally deviation from socially expected behaviour has come to
be identified as neurotic behaviour. Though it may be easy to identify
symptoms of neuroticism, it is very difficult to know what causes.
Family tensions, job tensions, social isolation, emotional stress, fear,anxiety or any such sources could be a source of neuroticism.
Anxiety, on the other hand, has a little more clearer base. It is
generally seen as a mental state of vague fear and apprehension which
influences the mode of thinking. Anxiety usually shows itself in such
mental state as depression, impulsiveness, excessive worry and
nervousness. While everyone aspires for a perfect state of peace and
tranquility, the fact is that some anxiety is almost necessary for an
individual to be effective because it provides the necessary push for
efforts to achieve excellence.
Adjustment problems usually show themselves in the level of job
satisfaction. For long, both theorists and practitioners have beenconcerned with Sales Persons' adjustment and have provided vocational
guidance and training to them to minimise it's impact on work
behaviour. Most literature, in this area, generally suggests a positive
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relationship between adjustment and job satisfaction. People with lower
level of anxiety and low neuroticism have been found to be more
satisfied with their jobs.
Determinants of Job Satisfaction :
According to Abrahan A. Korman, there are two types of variables
which determine the job satisfaction of an individual. These are:
1) Organisational variables ; and
2) Personal Variables.
Organisational Variable :
1) Occupational Level :
The higher the level of the job, the greater is the satisfaction of the
individual. This is because higher level jobs carry greater prestige and
self control.
2) Job Content :
Greater the variation in job content and the less repetitiveness with
which the tasks must be performed, the greater is the satisfaction of the
individual involved.
3) Considerate Leadership :
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People like to be treated with consideration. Hence considerate
leadership results in higher job satisfaction than inconsiderate
leadership.
4) Pay and Promotional Opportunities :
All other things being equal these two variables are positively
related to job satisfaction.
5) Interaction in the work group :
Here the question is: When is interaction in the work group asource of job satisfaction and when it is not ? Interaction is most
satisfying when -
(a) It results in the cognition that other person's attitudes are similar to
one's own. Since this permits the ready calculability of the others
behaviour and constitutes a validation of one's self ;
(b) It results in being accepted by others ; and
(c) It facilitates the achievements of goals.
Personal Variables :
For some people, it appears most jobs will be dissatisfying
irrespective of the organisational condition involved, whereas for others,most jobs will be satisfying. Personal variables like age, educational
level, sex, etc. are responsible for this difference.
(1) Age :
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Most of the evidence on the relation between age and job
satisfaction, holding such factors as occupational level constant, seems
to indicate that there is generally a positive relationship between the two
variales up to the pre-retirement years and then there is a sharp decrease
in satisfaction. An individual aspires for better and more prestigious jobs
in later years of his life. Finding his channels for advancement blocked,
his satisfaction declines.
(2) Educational Level :
With occupational level held constant there is a negative
relationship between the educational level and job satisfaction. The
higher the education, the higher the reference group which the individual
looks to for guidance to evaluate his job rewards.
(3) Role Perception :
Different individuals hold different perceptions about their role,
i.e. the kind of activities and behaviours they should engage in to
perform there job successfully. Job satisfaction is determined by this
factor also. The more accurate the role perception of an individual, the
greater his satisfaction.
(4) Sex :There is as yet no consistent evidence as to whether women are
more satisfied with their jobs than men, holding such factors as job and
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Neglect :Passively allowing the conditions to worsen. Includes chronic
absenteeism or lateness, reduced effort, and increased error rate.
Exit and neglect behaviours encompass our performances variables-
productivity, absenteeism and turnover. But this model expands Sales
Person response to include voice and loyalty, constructive behaviours
that allow individuals to tolerate unpleasant situations or to revive
satisfactory working conditions.
The importance of high job satisfaction:
The importance of job satisfaction is obvious. Managers should be
concerned with the level of job satisfaction in their organisations for at
least three reasons:
(1) There is clear evidence that dissatisfied Sales Persons skip work
more often and are more likely to resign ;
(2) It has been demonstrated that satisfied Sales Persons have better
health and live longer; and
(3) Satisfaction on the job carries over to the Sales Person's life
outside the job.
Satisfied Sales Persons have lower rate of both turnover and
absenteeism. Specifically, satisfaction is strongly and consistently
negatively related to an Sales Person's decision to leave the organisation.
Although satisfaction and absence are also negatively related,
conclusions regarding the relationship should be more guarded.
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An often overlooked dimension of job satisfaction is its
relationship to Sales Person health. Several studies have shown that
Sales Persons who are dissatisfied with their jobs are prone to health
setbacks ranging from headaches to heart disease. For managers, this
means that even if satisfaction did not lead to less voluntary turn over
and absence, the goal of a satisfied work force might be jutificable
because it would reduced medical costs and the premature loss of valued
Sales Persons by way of heart disease or strokes.
Job satisfaction's importance is its spin off effect that jobsatisfaction has for society as a whole. When Sales Persons are happy
with their jobs, it improves their lives off the job. In contrast, the
dissatisfied Sales Person carries that negative attitude home.
Some benefits of job satisfaction accrue to every citizen in society.
Satisfied Sales Persons are more likely to be satisfied citizens. These
people will hold a more positive attitude towards life in general and
make for a society of more psychologically healthy people.
So job satisfaction is very important. For management, a satisfied
work force translates into higher productivity due to fewer disruptions
caused by absenteeism or good Sales Persons quitting, as well as into
lower medical and life insurance costs. Additionally, there are benefitsfor society in general. Satisfaction on the job carries over to the Sales
Person's off the job hours. So the goal of high job satisfaction for Sales
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Persons can be defended in terms of both money and social
responsibility.
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EMPLOYEE JOB SATISFACTION
Job satisfaction describes how content an individual is with his or her job.The happier people are within their job, the more satisfied they are said to be. Job
satisfaction is not the same as motivation, although it is clearly linked. Job design
aims to enhance job satisfaction and performance, methods include job rotation,
job enlargement and job enrichment. Other influences on satisfaction include the
management style and culture, employee involvement, empowerment and
autonomous work groups. Job satisfaction is a very important attribute which is
frequently measured by organizations. The most common way of measurement is
the use of rating scales where employees report their reactions to their jobs.
Questions relate to rate of pay, work responsibilities, variety of tasks, promotional
opportunities the work itself and co-workers. Some questioners ask yes or no
questions while others ask to rate satisfaction on 1-5 scale (where 1 represents "not
at all satisfied" and 5 represents "extremely satisfied").
Job personality has been defined as a pleasurable emotional state resulting from the
appraisal of ones job; an affective reaction to ones job and an attitude towards
ones job Weiss (2002) has argued that job satisfaction is an attitude but points out
that researchers should clearly distinguish the objects of cognitive evaluation
which are affect (emotion), beliefs and behaviors. This definition suggests that we
form attitudes towards our jobs by taking into account our feelings, our beliefs, and
our behaviors.
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INDUSTRY PROFILE
Insurance sector in India is one of the booming sectors. About 20%
of the total insurable population of India is covered under various life
insurance schemes, the penetration rates of health and other non-life
insurances in India is also well below the international level. This
indicates that there is immense growth potential of the insurance sector.
According to a recent study of McKinsey Global Institute( MGI)-The
Bird of Gold: The rise of Indias Consumer Market, aggregate real
household disposable income is expected to rise at 5.3 percent annually
which is significantly more than 3.6 percent annual growth over the past
two decades. Research suggests that the Indian life insurance industry
could witness a rise in the insurance sector premium to between 5.1 and
6.2 percent in 2012. With privatization of this sector, fierce competition
has forced organizations to focus on their business generation. This in-
turn has increased work pressure on employees and reduced their
satisfaction level. Human Resource managers are trying to identify the
grey areas which are resulting in job dissatisfaction so as to enhance the
productivity and effectiveness of the employees. Measurement of Job
satisfaction is also being used as a tool for applying employee retention
techniques. Enhanced Job satisfaction leads to higher level of employee
retention. A stable and committed workforce ensures successful
knowledge transfer, sharing, and creation - a key to continuous
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improvement, innovation, and knowledge-based total customer
satisfaction.
The success of a corporation depends very much on customer
satisfaction. A high level of customer service leads to customer
retention, thus offering growth and profit opportunities to the
organization. There is a strong relationship between customer
satisfaction and job satisfaction. Satisfied employees are more likely to
stay with company and become committed and have more likely to be
motivated to provide high level of customer service, by doing so willalso further enhance the employees satisfaction through feeling of
achievement.
Enhanced job satisfaction leads to improved employee retention;
and employee stability ensures the successful implementation of
continuous improvement and customer satisfaction. Customer
satisfaction will no doubt lead to corporate success and greater job
security. These will
further enhance job satisfaction. This study aimed at analyzing the
factors that are responsible for increasing or decreasing the job
satisfaction of an employee in the insurance sector so that organizations
can benefit from the various conclusions drawn on the basis of paststudies.
This study puts emphasis on the fact that Job Satisfaction can be an
important indicator of how employees feel about their jobs and a
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BIRLA SUN LIFE INSURANCE
Birla Sun Life Insurance Company Limited (BSLI) is a joint
venture between the Aditya Birla Group and Sun Life Financial Inc., a
leading international financial services organization. The local
knowledge of the Aditya Birla Group combined with the expertise of
Sun Life Financial Inc., offers a formidable value proposition to
customers. Sun Life Financial and its partners today have operations in
key markets worldwide, including India, Canada, the United States, theUnited Kingdom, Hong Kong, Philippines, Japan, Indonesia, China and
Bermuda. Sun Life Financial Inc. had assets under management of over
US$ 386.82 billion, as on 31 March 2007. Sun Life Financial Inc. is a
leading performer in the life insurance market in Canada.
BSLI in its five successful years of operations has contributed
significantly to the growth and development of the life insurance
industry in India. It pioneered the launch of Unit Linked Life Insurance
plans amongst the private players in India. It was the first player in the
industry to sell its policies through the Bank assurance route and through
the internet. It was also the first private sector player to introduce a pure
term plan in the Indian market. This was supported by sales practices,which brought a degree of transparency that was entirely new to the
market. The process of getting sales illustrations signed by customers,
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offering a free look period on all policies, which are now industry
standards were introduced by BSLI.
Being a customer centric company, BSLI has invested heavily in
technology to build world class processing capabilities. BSLI has
covered more than one and a half million lives since inception and its
customer base is spread across 100 cities in India. All this has assisted
the company in cementing its place amongst the leaders in the industry
in terms of new business premium income. Birla Sun Life Insurance
(BSLI), one of the leading private life insurers in India today announcedthe inimitable achiever, cricketer Kapil Dev as their corporate brand
ambassador. The cricketing supreme will be endorsing BSLI in all its
marketing initiatives. Birla Sun Life Insurance is a value-driven brand
which has a national brand recall of 70 per- cent. The objective of
appointing a brand ambassador is to grow its brand recall as it goes
national in its distribution reach and fuel business growth. As a brand
ambassador, Kapil Dev will play a key role in the brand and product
marketing and promotional activities. BSLI has always used an
integrated marketing approach, which will be strengthened further.
Commenting on the association with Kapil Dev, Mr. S. K. Mitra,
Director, Financial Services, Aditya Birla Group and currently in chargeof BSLI expressed, "The Birla Sun Life Insurance business distribution
network is national in nature covering more than 1000 points across the
country .We have made our entry in several tier I and tier II towns. It is
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therefore very important for the brand to connect at the grass root level
and create trust. We believe that our association with Kapil Dev as our
brand ambassador will help us create this connects in a shorter period of
time. We therefore now have two strong connects our parent brand
Birla and our brand Ambassador Kapil Dev".
Kapil Dev, also known as the Haryana Hurricane, was born on 6
January 1959 in Chandigarh. He played his first competitive game of
cricket at the age of 13 years and made his test debut on 16 October
1978 at Faisalabad against Pakistan. Kapil Dev remained India's topstrike bowler for almost 15 years. His extraordinary test match figures of
more than 5000 runs and 434 wickets along with 64 catches show that he
was a world class cricketer and an all-rounder. He has raised the mantle
of India to sporting glory by winning us the World Cup.
In a study conducted by BSLI, Kapil Dev connected extremely well with
the life insurance category and had high acceptance by the masses. Our
survey suggests that he is seen as a very good fit for the BSLI brand. He
is very much loved and respected by a vast majority of the population.
On 26 November 2006, Birla Sun Life hosted the annual golf
tournament at the Chembur Golf Club in Mumbai where Kapil Dev
participated.
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About Birla Sun Life Insurance
Birla Sun Life Insurance Company Limited is a joint venture
between the Aditya Birla Group, one of the largest business houses in
India and Sun Life Financial Inc., a leading international financial
services organization. The local knowledge of the Aditya Birla Group
combined with the expertise of Sun Life Financial Inc., offers a
formidable protection for your future.
Birla Sun Life Insurance (BSLI), in its five successful years of
operations, has contributed significantly to the growth and development
of the life insurance industry in India. It pioneered the launch of unit
linked life insurance plans amongst the private players in India. It was
the first player in the industry to sell its policies through the banc
assurance route and through the internet. It was the first private sectorplayer to introduce a pure term plan in the Indian market. This was
supported by sales practices which brought a degree of transparency that
was entirely new to the market. The process of getting sales illustrations
signed by customers and offering a free look period on all policies,
which are now industry standards, were introduced by BSLI. Being a
customer-centric company, BSLI has invested heavily in technology to
build world class processing capabilities. BSLI has covered more than a
million lives since inception and its customer base is spread across more
than 1000 towns and cities in India. All this has assisted the company in
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cementing its place amongst the leaders in the industry in terms of new
business premium income. The company's current capital base is Rs.520
crore.
The Aditya Birla Group has a turnover close to Rs.38,000 crore (as
on 31 March 2008) and is one of the largest business houses in India. It
enjoys a leadership position in all the sectors in which it operates. With
over 75 business units spanning the South East Asian belt, Africa,
Canada and the UK among others, it is reckoned as India's first
multinational corporation. The group is anchored by 72,000 employeesand has seven lakh shareholders, with a market capitalization of
Rs.53,400 crore.
Sun Life Financial Inc. is a leading international financial services
organization providing a diverse range of wealth accumulation and
protection products and services to individuals and corporate customers.
Tracing its roots back to 1865, Sun Life Financial and its partners today
have operations in key markets worldwide, including Canada, the United
States, the United Kingdom, Hong Kong, the Philippines, Japan,
Indonesia, India, China and Bermuda. As of 31 March 2008, the Sun
Life Financial group of companies had total assets under management of
US$ 343 billion. Sun Life Financial Inc. trades on the Toronto (TSX),New York (NYSE) and Philippine (PSE) stock exchanges under ticker
symbol "SLF".
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Key peoples of organisation
Board of Directors
Mr. Kumar M Birla
Mr. Donald A Stewart,
Mr. Bishwanath N Puranmalka
Mr. Ajay Srinivasan
Mr. Gary M Comerford Mr. Suresh N Talwar
Mr. Gian P Gupta
His Highness Maharaja G Singh
Mr. Stephan Rajotte
Dr. Bharat K Singh
Investment Committee
Mr. B. N. Puranmalka
Mr. Eugene Lundrigan
Mr. Ajay Srinivasan
Mr. Vikram Mehmi
Mr. Mayank Bathwal
Mr. Fabien Jeudy
Mr. Vikram Kotak
Ms. Keerti Gupta
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Management Team
Mr. Vikram Mehmi
President & Chief
Executive Officer
Mr. Mayank Bathwal
Chief Financial Officer
Mr. Mario Braganza
Chief Operating Officer
Mr. E.N. Goveia
Head - Direct Sales Force
Mr. Amit Punchhi
Senior Vice President - Third Party Distribution
Mr. Bhavesh Sanghvi
Head - Group Life & Pensions
Mr. Snehal Shah
Senior Vice President - Operations
Ms. Anjana Grewal
Senior Vice President - Marketing & Communications
Mr. Rajesh Bhojani
Senior Vice President - DSF Expansion
Mr. K.H. Venkatachalam
Vice PresidentHuman Resource
Mr. Fabien Jeudy
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Vice President, Chief & Appointed Actuary
Mr. Lalit Vermani
Vice President - Compliance
Mr. Melvyn D'souza
Vice PresidentRisk Management and Internal Audit
Mr. Vikram Kotak
Vice President - Investments
Mr. Bhalachandra Nayak
Vice PresidentStrategy
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Competitors:-
Aviva life insurance: Aviva Life Insurance Company India Pvt. Ltd.is a joint venture between Aviva of UK and Dabur, one of India's
leading producers of traditional healthcare products. Aviva holds a 26
per cent stake in the joint venture and the Dabur group holds the
balance 74 per cent share.
Bajaj Allianz: Bajaj Allianz is a joint venture between Allianz AG
one of the world's largest insurance companies, and Bajaj Auto, one
of the biggest 2 and 3 wheeler manufacturers in the world. Bajaj
Allianz is into both life insurance and general insurance. Allianz
Group is one of the world's leading insurers and financial services
providers. Founded in 1890 in Berlin, Allianz is now present in over
70 countries
HDFC Standard Life Insurance Co. Ltd: is a joint venture between
HDFC Ltd., India's largest housing finance institution and Standard
Life Assurance Company, Europe's largest mutual life company. It
was the first life insurance company to be granted a certificate of
registration by the IRDA on the 23rd of October 2000.
ING Vysya Life Insurance Company Limited: is a joint venture
between Vysya Bank and ING Group of Holland, the world's 4th
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largest financial services group, with presence across 50 countries,
and a heritage of over 150 years.
Kotak Mahindra Old Mutual Life Insurance Ltd: is a joint venture
between Kotak Mahindra Bank Ltd. (KMBL), and Old Mutual plc.
Kotak Mahindra is one of India's leading financial institutions and
offers a range of financial services such as commercial banking.
Life Insurance Corporation of India: (LIC) is an autonomous body
authorized to run the life insurance business in India with its Head
Office at Mumbai. It has been established by an act of the Parliament
and started functioning from 1/9/1956.
ICICI Prudential Life Insurance : ICICI Prudential life insurance is
a part of ICICI Bank.
Max New York Life Insurance Company Limited is a joint venture
between Max India Limited, a multi-business corporate, and New
York Life International, a global expert in life insurance. New York
Life is a Fortune 100 company that has over 160 years of experience
in the life insurance business.
MetLife India Insurance Co. Pvt Ltd is a joint venture between
MetLife Group and its Indian partners. The Indian partners include
J&K Bank, Dhanalakshmi Bank, Karnataka Bank, Karvy Consultants,
Geojit Securities, Way2Wealth, and Mini Muthoothu.
Reliance Life Insurance Company Limited is a part of Reliance
Capital Ltd. of the Reliance - Anil Dhirubhai Ambani Group. The
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company acquired 100 per cent shareholding in AMP Sanmar Life
Insurance Company in August 2005. Taking over AMP Sanmar Life
provided Reliance Life Insurance a readymade infrastructure and a
portfolio.
SBI Life Insurance is a joint venture between the State Bank of India
and Cardiff SA of France. SBI Life Insurance is registered with an
authorized capital of Rs 500 crore and a paid up capital of Rs 350
cores.
Tata AIG Life Insurance Company Limited is a joint venturebetween Tata Group and American International Group, Inc. (AIG).
Tata Group is one of the oldest and leading business groups of India.
Tata Group has had a long association with India's insurance sector
having been the largest insurance company in India prior to the
nationalization of insurance. The Late Sir Dorab Tata was the founder
Chairman of New India Assurance Co. Ltd., a group company
incorporated way back in 1919.
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STRENGTHS:
Multi-channel distribution and one of the largest distribution networks
in India.
Implementing Six-Sigmaprocess.
Customer centricproducts and services.
Superior investment and risk management framework
1 Million Policies sold within 3 and half years.
Company has maximum number of MDRT as well as good number
of HNI advisors.
Training process of the company is very strong.
Different plan for different peoples.
According to the change in surrounding environment like changes in
customer requirement.
WEAKNESS:
COMPANY does not penetrate on the rural market at a time.
There is no plan for the low income group.
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OPPORTUNITY:
Insurance market is very big, where company can expand its horizon
in insurance industry.
Though good investment and insurance it is easy to top Indian
customers.
The huge insurance market (77%) is left so company has opportunity
to expand our products.
To associate with the more number of HNI.
THREATS:
OLD HABITS DIE HARD: Its still difficult task to win the
confidence of public towards private company.
The company is facing major threats from LIC -which is an only
government company.
Plans for all income groups are not available which can create adverse
effect later on the market share of the company.
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RESEARCH METHODOLOGY
Research methodology is a way to systematically solve the
research problem. It is a science of studying how research is done
scientifically. The research cannot be preceded abruptly. The researchers
also need to understand the assumptions underlying various technique
and they need to know the criteria by which they can decide that certain
techniques and procedures will be applicable to certain problems and
others will not.The research methodology adopted for the present study has been
systematic and was done in accordance to the objectives set, which has
been discussed in the earlier pages.
OBJECTIVES OF THE STUDY
To study the level of satisfaction of the employees at Birla Sunlife Insurance Co.
Ltd.
To identify the involvement of job satisfaction of employees in the organization
To identify the involvement of employees relationship in the organization
To suggest the possible measures to the company for improving the job
satisfaction level among the employees.
To identify the employees expectation from the company towards
maintaining the employees satisfaction level in their job.
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RESEARCH DESIGN
The research design taken for the study is Descriptive study, which
is concerned with describing the characteristics of a particular individual
or of a group.
NEED FOR THE STUDY
The purpose of doing this project is mainly to make a thorough
study of employee job satisfaction at Birla Sun Life Insurance Co. Ltd.
with reference to human resource management. The study will help to
make the work atmosphere more conductive. The study is intended to
analyze the work timings which appears to very high of the employees
SCOPE OF THE STUDY
The study is done on satisfaction level among employees of Birla
Sun Life Insurance Co. Ltd. Ambala. Scope is extended to all levels of
the employees of organization.
SOURCES OF DATA
Data refers to information or facts. The main sources of data for
the present study are,
A) Primary Data:
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Primary data has been collected with the help of structured
questionnaire.
B) Secondary Data
Secondary data has been collected with the help of journals, books
and websites.
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SAMPLE SIZE
Size of the sample means the number of sampling units selected
from the population for investigation. It answers how many people
should be surveyed. Here the sample size is fixed as 50 by using the
formula as given below.
RESEARCH DESIGN: Descriptive
STATISTICAL ANALYSIS AND TOOLS USED:
The data collected was tabulated and analyzed with the help of
Simple Percentage Analysis. Also various charts and tables have been
used to interpret the same.
LIMITATIONS OF THE STUDY
The study has the following constraints: -
The sample size is restricted to 50 respondents due to time limit.
The study is conducted considering the prevailing conditions,
which are likely to change in future.
Due to time and cost constraints the study was limited to Ambala
cluster branch only.
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ANALYSIS AND INTERPRETATION
Q.1 Are you satisfied with the working environment?
PARTICULARS
NO. OF
RESPONDENTS
PERCENTAGE
Highly 38 76
Moderate 7 14
Poorly 5 10
INTERPRETATION
76% workers of the organization were fully satisfied with working
environment which provided by BERLA SUN LIFE INSURANCE
COMPANY Milk Plant. 14% workers were moderately satisfied by
working environment and 10% workers were lowest satisfaction by
working environment.
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Q.2 Are you satisfied with the compensation provided to you?
PARTICULARS NO. OF
RESPONDENTS
PERCENTAGE
Highly 40 80
Moderate 05 10
Poorly 05 10
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INTERPRETATION
80% workers of the organization were fully satisfied to
compensation that provided by BERLA SUN LIFE
INSURANCE COMPANY. 10% workers were medium satisfied by.
Compensation 10% workers were low satisfied by compensation.
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Q.3 Are you satisfied with the allowance and benefits provided to you
by the organization?
PARTICULARS NO. OF
RESPONDENTS
PERCENTAGE
Highly 38 76
Moderate 07 14
Poorly 05 10
INTERPRETATION
76% workers of the organization were fully satisfied to the
allowances and benefits by BERLA SUN LIFE INSURANCE
COMPANY. 14% workers were moderately satisfied by allowances and
benefits and 10% workers were lowest satisfaction with the allowances
and benefits.
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60% workers of the organization are fully satisfied to HR policies
by BERLA SUN LIFE INSURANCE COMPANY. 26% workers are
medium satisfied by HR policies 14% workers are low satisfied by
cleanliness condition.
Q.5 Are you satisfied with the Helpdesk facilities of the organization?
PARTICULARS NO. OF
RESPONDENTS
PERCENTAGE
Highly 35 70
Moderate 8 16
Poorly 7 14
INTERPRETATION
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70% workers of the organization are fully satisfied by Helpdesk
facilities which provided by BERLA SUN LIFE INSURANCE
COMPANY. 16% workers are medium satisfied by Helpdesk facilities.
14% workers are low satisfied by Helpdesk facilities.
Q.6. Are you satisfied with the Security facilities of the organization?
PARTICULARS
NO. OF
RESPONDENTS
PERCENTAGE
Highly 40 80
Moderate
10 20
Poorly 0 0
INTERPRETATION
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80% workers of the organization were fully satisfied by security
facilities, which provided by BERLA SUN LIFE INSURANCE
COMPANY Milk Plant. 20% workers were medium satisfied by
security facilities.
Q.7. Are you satisfied with the Quality of food provided in canteen?
PARTICULARS
NO. OF
RESPONDENTS
PERCENTAGE
Highly 40 80
Moderate
06 12
Poorly 04 08
INTERPRETATION
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80% workers of the organization were fully satisfied by Quality of
food provided in canteen, which provided by BERLA SUN LIFE
INSURANCE COMPANY. 12% workers were medium satisfied by
colony Quality of food provided in canteen, 8% workers were low
satisfied by colony, Quality of food provided in canteen.
Q.8. Are you satisfied with the service provided by the contractor in
canteen?
PARTICULARS
NO. OF
RESPONDENTS
PERCENTAGE
Highly 40 80
Moderate
5 10
Poorly 5 10
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INTERPRETATION
80% workers of the organization were fully satisfied by services
which provided by BERLA SUN LIFE INSURANCE COMPANY. 10%
workers were medium satisfied by services. 10% workers were low
satisfied.
Q.9. Are you satisfied with the drinking water facilities provided to you?
PARTICULARS
NO. OF
RESPONDENTS
PERCENTAGE
Highly 35 70
Moderate 05 10
Poorly 10 20
INTERPRETATION
70% workers of the organization were fully satisfied by drinking
water facilities which provided by BERLA SUN LIFE INSURANCE
COMPANY. 20% workers were medium satisfied by drinking water
facilities, 10% workers were low satisfied by drinking water facilities.
Q.10. Are you satisfied with the restroom facilities to you?
PARTICULARS
NO. OF
RESPONDENTS
PERCENTAGE
Highly 35 70
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Moderate 05 10
Poorly 10 20
INTERPRETATION
70% workers of the organization were fully satisfied by Restroom
facilities, which provided by BERLA SUN LIFE INSURANCE
COMPANY. 10% workers were medium satisfied by Restroom
Facilities, 20% workers were low satisfied by Restroom Facilities.
Q.11. Are you satisfied with the workplace provided to you by the
organization
PARTICULARS NO. OF
RESPONDENTS
PERCENTAGE
Highly 30 60
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Moderate 15 30
Poorly 05 10
INTERPRETATION
60% workers of the organization were fully satisfied by workplace
provided, which provided by BERLA SUN LIFE INSURANCE
COMPANY. 30% workers were medium satisfied by workplace
provided. 10% workers were low satisfied workplace provided.
Q.12. Are you satisfied with the fun and entertainment programs of the
organization?
PARTICULARS NO. OF
RESPONDENTS
PERCENTAGE
Highly 40 80
Moderate 10 20
Poorly 0 00
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INTERPRETATION
62% workers of the organization were fully satisfied by transport,
which provided by BERLA SUN LIFE INSURANCE COMPANY. 20%
workers were medium satisfied by transport facility, 18% workers were
low satisfied by transport facility.
Q.14. Are you satisfied with the accommodation facility provided to you
by the organization?
PARTICULARS NO. OF
RESPONDENTS
PERCENTAGE
Highly 32 64
Moderate 10 20
Poorly 08 16
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INTERPRETATION
64% workers of the organization were fully satisfied by
accommodation facilities which provided by BERLA SUN LIFE
INSURANCE COMPANY. 20% workers were medium satisfied by
accommodation facilities. 16% workers were low satisfied by
accommodation facilities.
FINDINGS
1. It has been analyzed from the data that most of the employees are
satisfied with working environment and compensation provided to
them but still dissatisfaction is there to some extent.
2. It has been analyzed from the data that respondents are highly
satisfied with the allowance benefits with the allowance benefits
provided by the organization.
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3. It has been analyzed from the data that respondents are satisfied
with HR policy of organization. But still dissatisfaction is there to
some extent.
4. Most of the employees are satisfied with the helpdesk facilities but
some are still disagree.
5. It has also been analyzed from the data that most of the employees
are satisfied with the security facilities as the percentage for the
save as 80% but some employees are dissatisfied.
6. It provides been interpreted that most of the employees aresatisfied with the quality of food provided in canteen. But some are
dissatisfied with it .
7. It is also been found that most of the employees are satisfied with
the drinking water facilities and rest room facilities but employees
have shown their discontent for same.
8. It has also been analyzed that regarding the work place facilities
and find entertainment rent facilities the employees are satisfied.
But have also shown their discontent for it as they want more
improvement in these facilities.
9. Finally it has also been analyzed that satisfied with regard to
transport and accommodation facilities, but some have shown theirdiscontentment for these facilities.
SUGGESTIONS
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Since almost all the employees of Birla Sunlife Insurance are
satisfied with the job security inside the organization it has to be
sustained in the future as well.
Though all the employees are happy enough with their
performance in line with their roles and responsibilities,
organization has to follow up their employees to ensure things
move on smoothly.
Since almost all the employees are experiencing a good work
atmosphere, it is suggested to sustain in the future too.
Though most of the employees are satisfied with the training
provided, it is recommended to improve further by conducting
special training on monthly basis.
Though most of the employees are having cordial relationship with
peers, it is suggested to conduct group activities very often who are
not having a good rapport with colleagues.
Since few employees are not happy with the office timings it is
suggested that the organization can provide flexible work timings.
Though almost all the employees are quiet satisfied with the work
load that they are assigned with, few efforts has to be made to
remove the dissatisfaction thought from the employees.
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Though most of the employees manage stress by engaging in
others the organization should reduce stress in work so that it will
not affect the employee.
9. As all the employees are happy with the leadership style followed
by the superiors, it is suggested to sustain the same in future.
10. Since every individual is happy with the communication process
followed inside the organization, it is suggested to sustain the same
in future too.
11. As almost all the employees are satisfied with the salary structure,
grading system and the incentives provided, it is suggested to
sustain the same in the future as well.
12. As few employees are not happy with the superior feedback, it is
suggested to take few efforts to avoid the unnecessary
consequences in future.
13. Though almost all the employees are happy with the HR follow up,
it is recommended to improve HR follow up on individual issues.
14. Since few of the employees are not happy with the amenities
facility provided, it is suggested to take few efforts in
implementing some additional facilities.
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CONCLUSION
The study has been undertaken at Birla Sunlife Insurance on
Employees Job Satisfaction. The project was completed successfully
with the help of HR Manager of Birla Sunlife Insurance Company
Limited, Patiala Branch.
All the findings and recommendations for a good job satisfaction
level among the employees were discussed with the HR Manager The
recommendations have been appreciated and accepted and they
promised to implement the same in the near future.
This study helped to shortlist those lacunae in the insurance sector
that aggravated workers dissatisfaction for their jobs along with
highlighting the positives of the sector. Measurement of Job satisfaction
can be a very helpful tool to the management to understand the
psychology of its works and how employees feel about their jobs; it can
also be an important predictor of work behaviours such as organizational
citizenship, high attrition rate, their non-performance, their absenteeism,
their motivation level, their stress levels and turnover. Employees like to
work for organizations which can provide them an excellent work
culture, an attractive performance based pay package.
Employees also look for growth opportunities because today
employees are very much aware about their surroundings and they want
to continuously grow and improve on their skills in order to stay
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competitive in the market. They prefer job positions which provide them
with authority to make decisions pertaining to their job roles and they
like to be included in the decisions making process. They want to
undertake challenging projects rather than the conventional ones. They
understand the importance of team work and are full of team spirit. Last
but not the least they want a leader who is competent enough to care for
them and treat them as human being and not as machines. Further, job
satisfaction can partially mediate the relationship of personality
variables and deviant work behaviors. Thus increasing job satisfaction isimportant for its humanitarian values and its financial benefits (due to its
effect on employees behaviour) and organizations should look into this
major aspect for the betterment of their financial as well as social well
being.
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BIBLIOGRAPHY
BOOKS REFERRED Research Methodology, By Kothari -2004 Edition-New age
international Pvt. Ltd. chapter- methods and techniques (page
no.146-150)
Statistical Tools and Techniques, By S.P.Gupta-2007 Edition- GK
publications.
J.Jayasankar - Human Resources Management Margham
Publication-2004 First Edition.
S.Riasudeen Human Resources Management Madras
University distance education -2009 Edition
JOURNALS Marketing master mind (ICFAI)-June 2009,
Indian journal of marketing, June 2009,
International Journal of Engineering & Management Sciences
JOB SATISFACTION IN INSURANCE SECTOR: AN
EMPIRICAL INVESTIGATION, Singh Anita Associate Prof. &
Area chairperson -HR , IMS, Ghaziabad I.J.E.M.S., VOL.3 (4)
2012: 425-432 ISSN 2229-600X
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WEBSITES
www.wikipedia.com
http://www.allprojectreports.com
www.birlasunlife.com
www.adityabirla.com
http://www.allprojectreports.com/http://www.birlasunlife.com/http://www.birlasunlife.com/http://www.birlasunlife.com/http://www.allprojectreports.com/ -
8/11/2019 Sandeep Employee Satisfaction
75/78
QUESTIONNAIRE
Name & Address of
company
Person Contacted
..
Email ID
Q.1 Are you satisfied with the working environment?
Highly
Moderately
Poorly
Q.2 Are you satisfied with the compensation provided to you?
Highly
Moderately
Poorly
Q.3 Are you satisfied with the allowance and benefits provided to you
by the organization?
Highly
Moderately
Poorly
-
8/11/2019 Sandeep Employee Satisfaction
76/78
Q.4. Are you satisfied with the HR policy of the organization?
Highly
Moderately
Poorly
Q.5 Are you satisfied with the Helpdesk facilities of the organization?
Highly
Moderately Poorly
Q.6. Are you satisfied with the Security facilities of the organization?
Highly
Moderately
Poorly
Q.7. Are you satisfied with the Quality of food provided in canteen?
Highly
Moderately Poorly
Q.8. Are you satisfied with the service provided by the contractor in
canteen?
-
8/11/2019 Sandeep Employee Satisfaction
77/78
-
8/11/2019 Sandeep Employee Satisfaction
78/78
Moderately
Poorly
Q.13 Are you satisfied with the transport facility provided to you by the
organization?
Highly
Moderately
Poorly
Q.14. Are you satisfied with the accommodation facility provided to you
by the organization ?
Highly
Moderately
Poorly