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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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8

Findings

Suggestions

60-62

63-64

9 Limitations 65-66

10 Overall Experience 67-69

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12

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)

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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

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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

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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

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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

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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

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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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