A PROJECT REPORT ON THE SATISFACTION LEVEL OF

NURSES AT FRONTIER LIFELINE HOSPITAL, CHENNAI

Submitted to
RAJAGIRI SCHOOL OF MANAGEMENT
In Partial Fulfillment of Requirements for the award of the
MASTERS IN HUMAN RESOURCE MANAGEMENT
(2007-2009)

By

Mary Elizabeth James

Roll No: H 386
Rajagiri School of Management
Rajagiri Valley,
Kochi-39, Kerala
www.rajagiri.edu
 ACKNOWLEDGEMENT

The gratification and elation of this project will be incomplete without mentioning
all the people who helped me to make it possible, whose guidance and
encouragement were valuable to me.

First of all I thank the God Almighty for his immense grace and blessings at each
and every stage of the project. I am thankful to my Faculty Guide, Prof. Simon
Jacob, faculty, MHRM, Rajagiri School Of Management, Kochi, Kerala for giving
me his valuable guidance to execute the project as per organization requirements
and for trusting me and bringing out in me, qualities that I didn’t know existed.

My deep gratitude is due to Mr. Thomas K Abraham, Head HR & Admn., Thejo
Engineering Pvt. Ltd. , who guided me at each and every step of this project as the
guide, and helped me with his valuable insights.
A huge thanks to all the members of the Thejo family especially Mr. Shine James,
who extended their whole hearted cooperation and gave valuable guidance in
conducting the study and making me feel a part of the family for the duration of my
project.

Last but not least, I would like to record my deepest sense of gratitude to my
dearest parents and my dear friends who encouraged me for making this project a
success.

2
 DECLARATION

I, Mary Elizabeth James, Student of Rajagiri School of Management,

Kochi, hereby declare that the organizational internship report on Thejo
Engineering Pvt. Ltd., is a bonafide report of the internship done by me at Thejo
Engineering Pvt. Ltd. Aysha Building, 41, Whites Road, Chennai – 14, during April
2008.

This study was undertaken in the partial fulfillment of the requirement of

the degree in Master in Human Resource Management at Rajagiri School of
Management, Kakkanad, Cochin, affiliated to Mahatma Gandhi University,
Kottyam, Kerala.

I also declare that this report has not been submitted to any other
university/ board for the award of any degree/diploma.

PLACE: Rajagiri valley Mary Elizabeth James

3
 DATE: (Roll No: H386)

CONTENTS
Page no.
A. Introduction

A.1 Industry Profile 7

A.2 Company Profile 8

B. Case

B1. Previous structure 12

B2. Need for restructuring 13

B3 New structure 14

B4 Departments 15

B5 Change management 17

C. The Project Profile

C.1 Title 19

C.2 Objectives of the study

C.3 Scope of the study

C.4 Project Process 20

D.1 Questionnaire tabulation & analysis 21

E. Findings 40

F. Recommendations 41

4
G. Bibliography 42

Appendix

Report on Organizational Internship

Frontier Lifeline & Dr. K. M. Cherian

Heart Foundation
....redefining the lifeline of healthcare

………………..
Signature

Submitted to

Prof. Simon Jacob

Faculty, MHRM
Mary Elizabeth James
Roll No: H-386

MHRM

5
 Rajagiri School of Management

A INTRODUCTION

Frontier Lifeline has several unique features that set it apart from its peers. With unparalleled excellence in
cardiac care, an unmatched combination of dedicated human skills, advanced technology, world-class
infrastructure and compassionate care, Frontier Lifeline and K. M. Cherian Heart Foundation has
accomplished its mission as a center for cardiac care.

Skill

The highly skilled and experienced team of surgeons at Frontier Lifeline have performed several break-
through surgeries for the first time in India being unmatched in their ability and skill.

Technology

Introduction of pioneering technology in Healthcare to India; Porcelain Operation Suites, Flat panel Cardiac
Catheterization lab with spin, EECP (Enhanced External Counter Pulsation), Carto Imaging Technology,
Tissue engineered valves & cardiac substitutes etc.

Focus

There are separate intensive care units at Frontier Lifeline for adults and children, including specialized
doctors, Intensivist care (a physician who specializes in the care and treatment of patients in intensive care)
and equipments designed to serve different needs of the patients in each category.

Research

Frontier Lifeline is one of the few hospitals involved in cutting edge research on angiogenesis, gene therapy
and genetically engineered valves – an area that is normally the territory of highly specialized research
centers.

New Areas

Frontier Lifeline offers rare capabilities for the assessment of cardiac arrhythmias and electrophysiological
studies. Clinical Application of Stem cells for Failing Hearts in Infants & Adults is another new area in which we
have had much success.

International Visiting Consultants

Frontier Lifeline has forged academic and professional links with world-renowned specialists in cardiology and
cardio-thoracic surgery. Regular visits from the following international consultants keep us abreast of the latest
from their respective centres and lend the benefit of their experiences to our patients.

6
 Thejo Engineering Pvt. Ltd. had been planning an organizational restructuring

which was officially implemented on 1st April 2008. In light of this restructuring, the

company will face certain problems. Since HR is a major player in enforcing this

change, a study has been done on the effectiveness of the HR Department in

implementing the change and how this transition can be made a smoother process.

A.1 Industry Profile

A.1.1 World Leaders

A.1.2 Indian Scenario

A.2 Company Profile

A.2.1 Major tie-ups outside India

7
A.2.2 Vision and Mission

Vision:

Mission:

A.2. 3 MAJOR ACTIVITIES OF THEJO

Other Details:

Constitution : Private Limited Company

No. of employees : 490 (permanent employees)

: 400 (casual workers)

Head Office : Aysha Building, 41, Whites Road, Chennai – 14

No. of branches : 7
No. of Sites : 33

8
B.3
THE NEW STRUCTURE

B.4 The various departments

JOB SATISFACTION THEORY

B.5 CHANGE MANAGEMENT

9
C.1 Title:

“Study on the level of Job Satisfaction of Nurses at Fronteir Lifeline

hospital, Chennai”.

C.2 Objectives of the study

 Primary Objective
• To study the effectiveness of HR department in change management
 Secondary Objective
• To know how the employees view this change

C.3 Scope of the study

The scope of the study is:

• It finds out if the HR Department has been effective in implementation
of the change.
• It gives reasons as to why such a change took place.
• To give suggestions on how the HRD can make this transition into the
new structure in a smoother manner.

10
C.4 PROJECT PROCESS

Data collection:
• Primary data: Primary data has been collected through observation and
meetings with both top management and employees of Thejo and through the
questionnaire distributed. The questionnaire was distributed to 40 employees of
Thejo HO.

• Secondary data: Secondary data has been collected from the HR manual,
Induction manual and the internet.

DATA ANALYSIS

It involves the task of drawing conclusions or inferences, and explaining the significance
of each finding, after the careful analysis of collected data.

The following method is used:

Percentage analysis: - Percentage analysis is a simple and easy method of analysis with
lot of clarity. It refers to special kind of ratio used in making comparison between two or
more series of data. The percentage analysis method describes the relationship and
reduces everything to a common base and there by allows meaningful comparison to be
made.

Pie Chart - The data collected has been pictorially represented by a pie chart. These
enable a one glance understanding of the data.

11
D.1 DATA TABULATION AND ANALYSIS

A) General Working Conditions

TABLE 1
Q.1 Hours worked each week

Highly Satisfied 6
Satisfied 28
Neutral 12
Dissatisfied 8
Highly Dissatisfied 6
TOTAL 60

Figure 1

12
 47% of the respondents are satisfied with the hours worked
each week. 10 % are highly satisfied and another 10% are highly
dissatisfied.

Q.2 Flexibility in scheduling

TABLE 2

Highly Satisfied 0
Satisfied 28
Neutral 28
Dissatisfied 4
Highly Dissatisfied 0
TOTAL 60

13
 46% of the respondents are satisfied with regards to the
flexibility in scheduling , however 47% are neutral on the topic.
7% of the respondents record their dissatisfaction.

Q.3 Location of work

TABLE 3

Highly Satisfied 8
Satisfied 32
Neutral 14
Dissatisfied 6
Highly Dissatisfied 0
TOTAL 60

14
54% of the respondents are satisfied while 23% are neutral and
13% are dissatisfied regarding the location of work.

Q.4 Amount of paid vacation time/sick leave offered

15
TABLE 4

Highly Satisfied 0
Satisfied 16
Neutral 12
Dissatisfied 20
Highly Dissatisfied 12
TOTAL 60

16
 33% of the respondents are dissatisfied about the amount of
paid vacation time / sick leave offered. 20% are highly
dissatisfied whereas 27% are satisfied.

B. PAY AND PROMOTION POTENTIAL

Q.5 Salary

TABLE 5

Highly Satisfied 2
Satisfied 30
Neutral 18
Dissatisfied 8
Highly Dissatisfied 2
TOTAL 60

17
50% of the respondents are satisfied with regards to the salary
however 30% are neutral on the topic. 14% of the respondents
record their dissatisfaction.

Q.6 Opportunities for Promotion

TABLE 6

Highly Satisfied 0
Satisfied 26
Neutral 30
Dissatisfied 2
Highly Dissatisfied 2
TOTAL 60
18
50% of the respondents are neutral on the question regarding the
opportunities available for promotion. 44% are satisfied, less than 10% are
dissatisfied.

Q 7. Benefits (Health insurance, life insurance, etc.)

19
TABLE 7

Highly Satisfied 0
Satisfied 14
Neutral 14
Dissatisfied 22
Highly Dissatisfied 10
TOTAL 60

20
37% of the respondents are dissatisfied while 23% are neutral and 23% are
satisfied regarding the Benefits (Health insurance, life insurance, etc.) that is offered by the
hospital.

Q 8. Job Security

TABLE 8

Highly Satisfied 0
Satisfied 38
Neutral 16
Dissatisfied 6
Highly Dissatisfied 0
TOTAL 60

21
63% of the respondents are satisfied about the feel of job security
they have at the hospital, however, 27% have a neutral opinion
and 10% are dissatisfied.

Q 9. Recognition for work accomplished

TABLE 9

Highly Satisfied 0
Satisfied 18
Neutral 38
Dissatisfied 4
Highly Dissatisfied 0
TOTAL 60

22
63% of the respondents feel neutral about the recognition they
get for their work done, however, 30% are satisfied and 7% are
dissatisfied.

C. WORK RELATIONSHIPS

Q 10. Relationships with your co-workers

23
TABLE 10

Highly Satisfied 16
Satisfied 36
Neutral 6
Dissatisfied 2
Highly Dissatisfied 0
TOTAL 60

24
60% of the respondents are satisfied & 27% is highly satisfied
regarding their relationships with their co-workers. Hardly 3 % are dissatisfied
regarding the same.

Q 11. Relationship(s) with the supervisor(s)

TABLE 11

Highly Satisfied 4
Satisfied 36
Neutral 10
Dissatisfied 10
Highly Dissatisfied 0
TOTAL 60

25
60% of the respondents are satisfied & 6% is highly satisfied regarding
their relationships with their supervisors. 17% are dissatisfied with the same.

Q12. Relationships with your subordinates (if applicable)

TABLE 12

Highly Satisfied 18
Satisfied 28
Neutral 14
Dissatisfied 0
26
Highly Dissatisfied 0
TOTAL 60
 47% of the respondents are satisfied and 30% are highly satisfied, no
one has responded as being dissatisfied with regards to their
relationship with their subordinates.

D. USE OF SKILLS AND ABILITIES

Q.13 Opportunity to utilize your skills and talents:

TABLE 13

27
 Highly Satisfied 20
Satisfied 30
Neutral 8
Dissatisfied 2
Highly Dissatisfied 0
TOTAL 60

50% of the respondents are satisfied and 34% are highly dissatisfied
with the Opportunity they get at the hospital to utilize your skills and talents, whereas
13% have a neutral opinion and 3 % are dissatisfied.

Q.14 Opportunity to learn new skills

Table 14

28
 Highly Satisfied 34
Satisfied 16
Neutral 8
Dissatisfied 2
Highly Dissatisfied 0
TOTAL 60

57% of the respondents are highly satisfied and 27% are satisfied with
the Opportunity they get at the hospital to learn new skills, whereas 13% have a
neutral opinion and 3 % are dissatisfied.

Table 15

Q.15 Support for additional training and education

29
 Highly Satisfied 20
Satisfied 20
Neutral 16
Dissatisfied 4
Highly Dissatisfied 0
TOTAL 60

33% of the respondents are highly satisfied and 33% are satisfied with
the support they get at the hospital, for additional training and education, whereas
27% have a neutral opinion and 7 % are dissatisfied.

E. WORK ACTIVITIES
Q. Variety of job responsibilities

30
 Table 16
Highly Satisfied 20
Satisfied 34
Neutral 24
Dissatisfied 0
Highly Dissatisfied 2
TOTAL 60

57% of the respondents are satisfied and 3% are highly dissatisfied

with the variety of job responsibilities the hospital provides. 40% have a
neutral opinion.

Table 17
Q.17 Degree of independence associated with work roles

31
 Highly Satisfied 0
Satisfied 26
Neutral 24
Dissatisfied 10
Highly Dissatisfied 0
TOTAL 60

43% of the respondents are satisfied and 40% have a neutral opinion
regarding the degree of independence associated with work roles.
17% are dissatisfied on this matter.

Table18
Q.18 Adequate opportunities for periodic changes in duties

32
 Highly Satisfied 2
Satisfied 24
Neutral 26
Dissatisfied 8
Highly Dissatisfied 0
TOTAL 60

When asked if there are adequate opportunities for periodic changes in

duties, 40% said they are satisfied, 44% are neutral and 13% record
dissatisfaction on this matter.

E.1 FINDINGS

33
 The new structure has not been properly communicated to all
the employees; hence there still exists confusions and discord.
 70% of the respondents believe that this change was absolutely
necessary.
 71% of the respondents feel that the HR has been inefficient in
communicating the new changes.
 Only about 15% of the respondents believe that the compensation
plans provided for those affected by the changes is good.
 10% of the respondents believe that sufficient support and advises were given
by the HR
 After implementation of the new structure only 22% of
respondents are perfectly sure of what their job is.
 Only 47% of the respondents are aware of what their designation
is.
 Only 32% of the respondents know whom they are supposed to
report to.
 40 % of the respondents are not sure as to whom all report to them.
 90% respondents expect a positive change in the work
environment
 About 80% expect a rise in the job responsibilities and work
pressure
 90% expect a rise in the overall efficiency of the company.
 75% of the respondents believe that this new change will be a
success.

E.2 Recommendations

34
 Proper communication in writing should be sent to all
employees.
 The communication should not be restricted to only the new
department heads. It should go to all the staff members under
them.
 Some sort of an orientation session should be held, wherein
the HR can personally present the new changes to the employees
and brief them on what is expected of them.
 Such a step will also give ample opportunity for the employees
to directly clarify their doubts.
 A comprehensive job description, including the various duties,
rights, responsibilities and authority should be fixed and written
down.
 The HR manual and the Thejo website should be updated with
all the new changes.
 The specific duty of each department should be clarified, so
that the company doesn’t reach a situation where one department
blames another.

BIBLIOGRAPHY

• Thejo HR Manual
• www.thejo-engg.com

35
• www.citehr.com

36