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NAME OF THE COMPANY: MAHINDRA HOLIDAY AND RESORTS INDIA LTD.
SUBMITTED BY: STUTI PATHANIA ROLL NO.117 PGDM(HUMAN
INDUSTRY MENTOR: MR. ANUJ CHAUHAN HUMAN RESOURCE MANAGER
FACULTY GUIDE: DR. MANOSI CHAUDHURI
Summer Project Certificate
This is to certify that Ms. Stuti Pathania Roll No. 09DM117 a student of PGDM has worked on a summer project titled “Assessing the level of employee engagement and gratification at Club Mahindra holidays” at Club Mahindra, ”Whispering Pines”, Shimla (MHRIL). after Trimester-III in partial fulfillment of the requirement for the Post Graduate Diploma in Management programme. This is her original work to the best of my knowledge. Date:___________ Signature ________________
(_________________________) Name of Faculty
DECLARATION BY THE STUDENT
I Stuti Pathania student of Post Graduate Diploma in Management at BIMTECH, Birla Institute of Management Technology, Greater Noida hereby declare that I have completed project on” Assessing the level of employee engagement and gratification at club Mahindra holidays”at Club Mahindra,”Whispering Pines”,Mashobra,Shimla(MHRIL). I further declare that the information presented in this project is true and original to the best of my knowledge.
STUTI PATHANIA PGDM Birla Institute of Management Technology, Greater Noida
TABLE OF CONTENTS
ACKNOWLEDGEMENT EXECUTIVE SUMMARY
..............................16 2...............................5 INTRODUCTION.........................24 RECOMMENDATIONS......12 ........................................18 3.........................................................................................17 2.24 DATA ANALYSIS......................1 QUESTIONNAIRE DESIGN..............................................................................................13 CHAPTER 2.................................................................12 1..................25 ..............................................................................18 EMPLOYEE ENGAGEMENT..........................................................................................................................................................................................................................................2 STATEMENT OF THE PROBLEM....................................................16 2...........................................24 4..........................1 DEFINITION.............................................................................................................................7 SAMPLING TECHNIQUES.................................2 TYPE OF RESEARCH ...............................3 INFORMATION NEEDS.9 1............................................................................ RESULTS..............................24 AND........................................................................................................................................................6 QUESTIONNAIRE PRETESTING...........17 2......................................................5 DATA COLLECTION FROM PRIMARY SOURCES..................................14 METHODOLOGY.......................................................................................4 DATA COLLECTION FROM SECONDARY SOURCES........................20 CHAPTER 4....................................2 THE CONCEPT .............................................................16 2....1 ANALYSIS AND RESULTS.......................................................................17 CHAPTER 3.......................3 OBJECTIVES...........................................18 3..........1 INTRODUCTION........................................................18 EMPLOYEE DELIGHT..........................................................................14 2.........18 AND...................10 1......14 2.........................................................................................................................................................
2 RECOMMENDATIONS AND CONCLUSION.........Mashobra”) and Mr....65 APPENDIX................Mashobra...............................................57 4......... Manosi Chaudhari for providing the initial insight into the project and steering the study in the right direction at every level.... Karan Vir Singh Badhwal (Chief Engineer North........ time and sincere interest I also extend my genuine thanks to my friends and family without whom this project would have been a distant reality................. A heartfelt thanks and appreciation to all the employees at Club Mahindra ..............................59 4..... without whose constant support ..Anuj Chauhan (Human Resource manager)..6 4................ ........... MHRIL)...... I would fail in my duty if I do not mention the names of Mr..... My deepest thanks to my faculty guide Dr. Club Mahindra Whispering Pines ..........................25 4.....................2 (a) QUESTIONNAIRE ONE.......................................the project would not have taken the shape it is in.... able guidance and selfless efforts .2(b) QUESTIONNAIRE TWO.........................[Club Mahindra.........”Whispering Pines”.......63 REFERENCES.. Whispering Pines . My deep sense of gratitude to my Industry Mentor Mr................................................................ for their support....................................1(a) RESULTS OF QUESTIONNAIRE ONE ...................................Mohnish Chandwaskar(Resort Manager..........................59 4........1(b) RESULTS OF THE EMPLOYEE DELIGHT QUESTIONNAIRE ......enlightenment and inspiration and have enriched the project with their priceless experience and valuable suggestions ........ who have been a constant source of knowledge ..........67 ACKNOWLEDGEMENT I would like to acknowledge all those people without whose able guidance and support this project would not have been a possible one.................. Shimla].......
The project basically helped the company realize how effective its employee engagement activities are and suggested a few changes and recommendations. All this was studied keeping in mind the basic theme of the project “employee engagement” and “employee delight”. The first questionnaire on Employee Engagement helped the company identify the loopholes in the system as a whole .With the job market opening up slowly. Retaining quality employees is a tough task for many HR professionals in today’s aggressive job scenario . giving suggestions and recommendations for the same. the challenge now is to retain the best by offering incentives that ensure employee engagement and delight. for this study. The research helped the company realize its strengths on which it can capitalize and also identified areas of improvement. the project focuses on the concept of employee engagement in parallel with customer delight and drawing a relationship between them.The major findings were as follows a) Awareness level of the employees regarding the company needed an update and improvement. The project not only does help the company but also the industry as a whole. The company (MHRIL) is used as a model.7 EXECUTIVE SUMMARY The project is regarding one of the most flaring topics in HR today “Employee Engagement that leads to Employee Delight”. b) Trainings need to be practically delivered c) Effective Communication techniques to be implemented . In addition a significant part of the project deals with the novel concept of Employee Gratification that has been measured using the Servqual Scale.
The various factors on which the company needs to improve were identified as a) The open door policy should be an effective one. c) Employee issues and motivational level of employees need be dealt at priority basis.3148 thus this the overall gap score that needs to be covered before the company can achieve employee delight over the five main dimensions of Reliability. The second questionnaire was developed on Employee delight which used the Servqual Scale The result thus was an overall average of 0. These gaps cannot be fulfilled by simply bridging a few gaps as these need a bottom up approach of solving the problem at the management level . Assurance and Tangibles . b) The promises thus made by the company should be fulfilled .8 d) Employee Engagement activities need to be conducted with more vigor and enthusiasm. refining training programs and improving cafeteria food etc. credibility issue. . these problems need a strategic solution . The major conclusion thus drawn after the study was that there are certain areas where minuscule changes can bring about considerable results such as having a proper induction program. Empathy. Responsiveness. Then there are areas where larger changes are required such as salaries and working hours etc.
9 CHAPTER 1 INTRODUCTION .
. India’s leading leisure hospitality provider. The job opportunities are ever increasing and so is the need of retaining employees in these organizations. holiday experiences in providing and hospitality services for over 12 years. India is being preferred for a lot of industries like IT. Services are activities or benefits that one party can offer another that are essentially intangible and do not result in the ownership of anything. Contributing 55 % to the Indian GDP the service sector is one of the largest industries spreading its roots worldwide. THE COMPANY: Mahindra Holidays and Resorts India limited.10 1. Mahindra Holidays has a network of luxurious resorts and unique home stays across picturesque destination all over India. Over the years leveraging its expertise in holidays and hospitality. BPO and many others and hence the Indian market is expanding knowing no bounds. the service sector taking the lead. families and groups with a diverse portfolio of unique getaways that include family holidays . honeymoon packages and conferences.wellness retreats.7 billion dollar conglomerate Mahindra Group. Zest Breaks and Mahindra Homestays. Mahindra Holidays and Resorts India limited has proven expertise in providing world class facilities. short breaks.” Part of the Rs.1Holiday brand. With a multi brand portfolio that includes India’s No .24000 crore/US 6. They say today all industries are into services only the magnitude in which they do so vary.1 INTRODUCTION Attributed to the highly dynamic global environment. Club Mahindra. The Company’s annual turnover about 250 crore’s and it employees about 2000 people across 18 resorts around the country this number is excluding the corporate headquarters and other sales offices. Mahindra Holidays has been successfully delighting guests who range from the best corporate houses.
Also with the growing pace of the industry the attrition rate is growing at a pace of 40 % per year which is expected to increase with the advent of the commonwealth games in the nation.11 The budgeted staff of the company is about 86 employees.It draws its parallel with the concept of “customer delight”. Customer delight is a concept which says giving a “wow” factor to your customers so that the product adoption model AIETA (Awareness.Out of the remaining about 45 were evaluated for the purpose of the project. . Researches show organization with engaged employees have customers who use their products and services more. thinking and inclination that an employee has towards the organization that he works for. This is where human resource management comes into picture the more the opportunities for employees it is more difficult for companies to retain the already existing ones. Hence. the customer also leaves and they say making new customers is extremely difficult in comparison to retaining the old ones. An employee is not alone driven by money but his level of commitment to the organization can be attributed to a lot of other factors that prevail in an organization These factor are responsible for the kind of believe . Not only does it affect his thinking but also transfers this thinking into the minds of the customers he meets. which includes both the day and the night shifts. THE PROJECT They say that India would need 150000 hotel rooms over the next three years in keeping with the recovery of this industry after the great recession. This is a research based project on employee engagement . behavior. These needs would further get transformed into opportunities for those wanting to pursue a career in this segment. Out of 86 about 15 are newcomers hence they have not been considered for the survey no one less than 20 days of joining has been considered and the same number are on night shifts hence they could not be evaluated . his engagement to the organization becomes an imperative. One of the repercussions of the unengaged workforce can be high rates of attrition Employee Engagement is not only important because its absence will incur costs to the organization but also many employees make an everlasting relationship with the customers hence if the employee leaves.
with respect to the hospitality industry. Evaluation.In addition to employee engagement to the study the gaps that the company needs to bridge before it reaches the stage of complete employee gratification. Wherein the study will focus on the effectiveness of employee engagement activities and looking at measures which can improve their effectiveness .3 OBJECTIVES The Problem had basically three objectives to fulfill 1. Achieving “Customer loyalty” is a very difficult task in today’s dynamic environment. Keeping the employees engaged and inculcating in them the so called organization citizenship behavior is of utmost importance because this is something that will ultimately lead to a chain reaction. Trial. Adoption) straight away moves into “Customer loyalty” . The objective of the project is to study the concept of employee engagement on similar lines.2 STATEMENT OF THE PROBLEM To study the effectiveness of the major employee engaging activities prevalent in the organization . would pass on the same satisfaction and exuberance to the customers which will in turn earn profits for the organization on the whole. not only companies should focus on giving a “wow” factor to their customers but they should employ the same concept for the employees as well.This is will include. To study the employee engagement practices which leads to “employee delight” which will be contrasted with customer delight.12 Interest. Wherein a completely engrossed and pleased employee in his work. The project discusses the pros and cons of employee engagement as well as its relationship with other employee retention policies that are important to any organization as such 1. 1. The company serves the purpose of a model on which we base our study. .The project will try an establish a link between a few important facets of human resource . Hence the value of this concept is worth paying attention to.
. 3. Identify Strengths and areas of improvement in the organisation related to this particular aspect of employee engagement.13 2. Also how employee engagement can help reduce attrition rates in various industries concentrating mainly on the service sector.
1 QUESTIONNAIRE DESIGN .14 CHAPTER 2 METHODOLOGY 2.
15 I. Work Cultures g. Effective communication in the organization e.according to the answers of both the categories . These were as follows: a. II. Future prospect etc. Under this category also two separate questionnaires were designed 1) QUESTIONNAIRE for the off roll employees 2) QUESTIONNAIRE for the on rolls and the HOD’s of each of the departments. a comprehensive result has been prepared for all the questions. Although most of the questions in both the questionnaires were used to measure the same factors but were put up in a different manner. in order to ensure the uniformity of the answers given by employees and their heads.This was constructed keeping the organization policies and procedures in mind. Organizations policies f. QUESTIONNAIRE ONE : This questionnaire dealt with employee engagement and its various facet . QUESTIONNAIRE TWO . This questionnaire was divided into the following sections. Awareness about the company b. Effectiveness of Employee Engagement activities d. which were based on the different aspects of the organization that lead to employee engagement. Trainings and its effectiveness c. A combined analysis was done of each questions .
16 This was a common questionnaire designed for all the employees based on the servqual scale. e) Official surveys were taken as reference for study purpose. The data collected was as follows a) Various websites regarding the topic were surfed and the useful material was gathered. 2. was to know the awareness levels of the employees regarding the company. b) Books on the topic were consulted for the understanding of the topic c) Research papers were consulted to know the extent of the research conducted in this arena d) Various surveys were consulted to understand the topic in details.4 DATA COLLECTION FROM SECONDARY SOURCES The data thus collected from the secondary sources shaped the foundation for creating the questionnaire as well studying the topic in detail and understanding the trends in the industry. This was done in order to understand every aspect of the employee and his relationship with the company which is an imperative for a topic like “employee engagement and delight”. The Qualitative technique was applied to extract as much primary data as possible and Quantitative technique was applied to statistically prove the validity of the information thus retrieved. About a 35 people were considered for this questionnaire. . 2.2 TYPE OF RESEARCH The study involves both qualitative and quantitative techniques. 2.3 INFORMATION NEEDS The first and the foremost information needed for the project . The comprehensive result score wise has been discussed in the results and analysis section.
5 DATA COLLECTION FROM PRIMARY SOURCES The primary data was necessary to understand the scenario of the organization and to know about the effectiveness of the policies and procedures .e. Their views and valuable inputs were sought for the purpose of the research. the questionnaire on employee delight mainly concentrated on employees who could actually gather the meaning of each of the statements given therein.7 SAMPLING TECHNIQUES The sampling Technique thus applied was that of simple random sampling that allows each possible sample to have an equal probability of being picked and each item in the entire population to have an equal chance of being included in the sample..Also to measure the core of the project. b) Expert guidance was sought from the officials of the company. i. employee delight it was imperative to gather the primary data so as to measure the success of the scale and understand that it can be employed in other organizations as well.6 QUESTIONNAIRE PRETESTING The pretesting was done on five employees at first and then after a few changes and new ideas.17 2. . a few more questions were sampled in and ultimately 45 employees were taken as a sample size. a) Data was collected with the help of the questionnaire using the interview and the form filling method. 2. 2. This technique although was applied for both the questionnaire.
18 CHAPTER 3 EMPLOYEE ENGAGEMENT AND EMPLOYEE DELIGHT 3.1 DEFINITION EMPLOYEE ENGAGEMENT .
” One of the most important drivers of growth and success for any organization is its people. engagement studies are beginning to take center stage. This focus on retention however has spawned several studies on "engagement" . EMPLOYEE DELIGHT Defining this is not an easy task as the word delight itself can have varies implications for different people. HRM practices have the power to influence employee behaviour in a desired manner such that it finally leads to improved organizational performance. All these and many more similar definitions are available on the net and many books . and enthusiastic about. his or her work. motivated and committed employees will lead to improved . Hence. One of the most significant threads in the current research is the discovery that employee engagement is linked to customer satisfaction. “Employee delight is giving the “wow” factor to the employees which is passed on to the customer as “customer delight “translating into profits for the organization. "Employee retention” has received the lion's share of the spotlight.000 hits on employee engagement and the master Wikipedia defines it as Employee engagement as quoted by Wikipedia: “Employee engagement.Today many world class companies are focusing on this concept of employee engagement because retaining employees is. An "engaged employee" is one who is fully involved in.since retaining employees is dependent upon the need to "engage" them. It is a known fact that satisfied. which is linked to organizational financial success. Empirical research on "employee engagement" is relatively new. as emphasized over and over again is not easy . also called work engagement or worker engagement. is a business management concept.19 On searching upon Google we get 1. and thus will act in a way that furthers their organization's interests”. 64.
2 THE CONCEPT EMPLOYEE ENGAGEMENT . There is no doubt that a “delighted” employee will be more productive than a disgruntled one. will positively influence customer satisfaction and eventually organizational performance. and will feel good about giving it the best. 3. This. drive and discipline to make the company grow. if a company wishes to target customer loyalty. in turn. Going by this logic. the same need to be achieved in-house vis-à-vis employees. it is important that each employee has the passion. Thus. and for that matter customer delight. since s/he will believe that s/he is doing something meaningful and worthwhile. to begin with. The employee would be in a state where s/he feels that s/he is applying his mind and heart in the job that s/he is doing and will always endeavour to improvise it.20 productivity and better quality of products/services delivered.
the questionnaire tried to include as many factors as possible in order to get the best picture available.It was with the help of this model that the questionnaire was designed . It not only did serve the purpose of finding the effectiveness of the employee engagement activities but also the other .The organization was used as a model for study . A model was thus designed on these basis which laid the groundwork for entire research .The study was an amalgam of the all those factors responsible for employee engagement. INDUCTION PERFORMANCE MOTIVATION TRAINING COLLEAGUES GROWTH PROSPECTS SALARY EMPLOYEE ENGAGEMENT TYPE OF JOB FEEDBACK WORK CULTURE ENTERTAINMENT AND PERKS POLICIES AND PROCEDURES The questionnaire was thus designed to know the effectiveness of the these factors prevailing in the organization .21 The concept thus employed was based on the researches conducted so far on the topic and the factors responsible for it .
and the situations and various variable factors.22 HR related policies that actually form a part of engaging employees . this concept was applied to the employees of the organizations wherein the employees can be substituted for the customer and the service provider for the employer.An expectation is something that an employee has . Just by studying the employee engagement activities alone would not have served the purpose as it is not just dependent on any one factor but is a blend of so many other factors as the model above suggests. Zone of tolerance defined as the difference between the desired and adequate service levels. THE DEVELOPMENT OF A NEW CONCEPT On similar lines.In this particular questionnaire the 21 service attributes of the Servqual Scale have been modified to 24 employee desires grouped into the five standard service quality dimensions which can be renamed out here to employee welfare and well being quality dimensions. this gap between the desired and adequate service level can be utilized. These are namely reliability. as a true reflection of the expectations and perceptions of an employee . assurance. empathy and tangibles all these with respect to the organization towards its employees. The difference in the scores of perception and expectations would help us identify the gap between employee expectation and perception of the company which will help calculate the zone of tolerance of each employee and hence help measure the gap that the company needs to bridge before its achieves employee delight. Hence. The survey is based on two different rating attributes one reflecting the level of concern the employees would EXPECT from the excellent companies in a given sector and the other reflecting their PERCEPTION of the employees of their own company within that sector. responsiveness. the type of customer. EMPLOYEE DELIGHT This novel concept was measured using a standardized scale called SERVQUAL SCALE. The definition of the desired and adequate service level is very subjective depending upon the type of service. The Servqual Scale initially had many attributes on which it was based but researchers over time have molded these attributes according to the research that they carry out .
desired level of concern from the organization can be considered as an expectation of the employee and the perception can be the adequate level because of which he is still in the organization and working for it although there is a possibility that the adequate level can be the desired level or there could be a considerable gap between the two. this can be a point of difference between the employee and the customer . the diagram below is a pictorial representation of the concept. However. In services marketing anything that occurs in the region of zone of tolerance goes unnoticed in case of a customer. Desired concern: An Expectation Zone Of Tolerance Adequate concern: Perception thus formed Anything above the desired level will make the employee delighted anything below it can cause dissatisfaction. Similarly.Human psychology says that every incident that occurs in the process of the formation of expectations and then leading to the perception thus formed is a like a building block in the minds of the employees and this something that finally builds the feeling of his being connected or alienated from the organization. This zone of tolerance too can vary for an employee as well as it varies for the customer depending on the situation and circumstances.23 from the organization when he joins it and perception is picture that he forms in his mind after working for the organization. which can even lead to employee turnover. .
24 CHAPTER 4 DATA ANALYSIS. RESULTS AND RECOMMENDATIONS .
1(a) RESULTS OF QUESTIONNAIRE ONE Each of the questions has been analyzed separately and a pie chart is presented alongside for a quantitative picture.The rich knowledge of their experience cannot be substituted for anything else Although this is a never-ending debate.25 4. the young and the restless bring in a lot new ideas to the company. Whereas the older employees carry a bunch of experience which is precious and priceless when it comes to handling difficult situations . The two questionnaires made under this category have been analyzed together under individual facet headings. AGE: ANALYSIS The Age of the people working in an organization is a large factor in understanding its work culture. and also they are energetic and prove more efficient than the older ones. . which is better than the other but a good blend of both can prove valuable for the organizations.1 ANALYSIS AND RESULTS 4.
There will be only one time hiring cost.they are constantly being hunted by the other recrutiers thus it becomes difficult to retain them. DRAWBACK The drawback that the compnay faces is that of having very few experienced employees.26 ADVANTAGE Seventy two percent of the employees in the organisation belong to the age group of 18.The presence of experienced people in the organisation can make it a learning organisation.This can be implemented when the club shifts to the new property because at that time anyways new recruitments will take place. Also the cost of hiring and training the new employees would reduce amd the chances of the young ones leaving the organization would also reduce when under the guidance of such experienced people. TENURE OF WORK AND WORK EXPERIENCE . of leaving a job decreases many fold in comparison to the young ones.might as well do it keeping these facts in mind.Their expertise can help the inexperienced to achieve heights.30 and seventy percent of these belong to the early twenties arena .As they are fresh and new.The new and the fresh can bring in novel and pioneering ideas to the organisation.The need is to analyze their ideas with a mingle of experience and make the best of it for the organisation as well as the employees.The problem here that the company faces is high rates of attrition because of many employees being in the beginers stage . RECOMMENDATIONS Except the General Manager and a few other head officials everyone is in their youth. in each department so that the attrition rates can be lowered to a certain extent as the chances of the mid aged and the old aged.An experienced employee can be a pool of great advices and solutions to many problems.The organisation should take adequate steps in having a good combination of both .These are called the beginers and are an inexperineced lot usually in their first jobs .
experience and an ambassador made over time the company should make extra special efforts to retain them. In addition the company too should make an extra effort to retain any such employee who plans to leave because this person can act as good advocate to the organization and finding a replacement for a person like this can be very expensive in terms of opportunity costs.less are the chances of him leaving the organization.The company does not have any such effective retention policies as of now this will become imperative in the near future.The larger the time a person spends within an organization the more are his chances of growth in that organization .as this person has been with the company through its major ups and downs hence this person can prove very helpful at the time of crisis. .Hence this brings into highlight the need for effective employee retention policies .27 ANALYSIS As the property is only a year old in this partcular place hence the reason that not many people can be found in the orgsanisation above 1 to 1 ½ years tenure but there are others who have been working with Club Mahindra for the past 5 to 6 years no matter whether a property changes they stick to it wherever it goes.Hence to avoid the loss of knowledge .
But the truth is rather startling in the hospitality industry people begin early with no great quality education or experience people are hired on neoptism basis. LEVEL OF AWARENESS REGARDING THE COMPANY An engaged employee is one who is up to date about the organization that he is working for also he is well informed about all the important information about the company and its officials. the hospitality industry does not follow this rule .beacuse only a quality person can deliver quality work and education should be given its due share of importance.In addition for employees .there are people working with highest degrees to the lower most qualification possible.28 This graph seems to speak in the favour of the firm and also contradictory to what has been said in the age paragraph. .This not only ruins the chances of bringing in a brighter chaps also it increases the chances of losing large amount of capabilities.Thus education and pervious work experinece should be given its due importance while recruiting.Nepotism is a great problem for the upcoming organisations like the one under study. like these the aspirations are small hence they would hardly add value to the organization.This is like compromising on the quality of work . A startling example job seekers with under 10th qualification is also eligible to work only that he should know the skills required for the job he is being hired for .Also like the other industries wherein a bare minimum qualification is required to ac start with .
History II.29 The question dealing with this was basically divided into five parts and the answers are as follows. I. Whom it belongs .
Your Resort Manager . Your Managing Director IV.30 III.
Your Divisional Head The last two parts of the question were eliminated for the on rolls and the HOD’s because these were obvious answers for them.31 V. .
The employees of the organization who are well informed can also then become effective brand ambassadors of the same which can be of great advantage to the company.Hence. Who is the Resort Manager and the Divisional Head? These questions were simple because these are the two top most people in the resort many people knew the name of the top boss but didn’t know his designation the others knew his designation but not his name .i. the Managing Director etc. especially the off roll employees who form the backbone of this organization. The employees are confused about the person who heads them. of communication. It was surprising to see that even the on rolls and the HODs were not pretty much clear about a few answers although most of them could answer but there were some problem areas. . It can be concluded that the employees were ill informed about the organization.32 ANALYSIS The purpose of this question was to know the depth of knowledge and awareness levels of the employees that they had about the organization as such because an informed employee would be an engaged one. Hence. the name of the chairperson. This shows that the employees of the organization are ignorant. RECOMMENDATIONS This kind of information should be passed on effectively .e. DRAWBACKS The drawback that the company faces is that of the employees having a very poor knowledge of the organization. from time to time the people at different posts keep on changing new designations are added and subtracted hence an up to date becomes a must . it is a matter to worry about.Such information should be disbursed at the time of induction hence the need for an effective induction program and also a monthly up to date program which can be easily carried out during the monthly open house meetings. maximum participation of the staff should be encouraged during these meetings especially those who are new to the organization so that they do not feel left out or out of place If need be the meeting can be organized twice with two different sets of employees so that no one is left out. The questions thus asked where regarding the history. The questions were very simple for e..g. These questions reveal another weakness in the organization . Hence this becomes an imperative for the HR department to keep the employees informed.
it is important to keep .If that is not clear in the minds of the people who form the building blocks of the organization. RECOMMENDATIONS The effectiveness of the HR and the communication level here too are imperative. In addition. By simply putting up boards that dictate the mission and vision. The mission and vision are the directive principles that guide an organization’s work culture and steer the organization in the right direction. Thus its importance needs no further enlightenment DRAWBACKS The vision and mission are meant for aligning everyone’s work in one single direction and giving everyone a threshold to achieve . It should be effectively imbibed in the culture of the organization. do not serve the purpose.33 VISION AND MISSION OF THE COMPANY ANALYSIS The vision and mission are the most important aspects about an organizations policymaking. it is matter worth considering.
Whenever the vision and mission are disbursed amongst employees.34 reminding the people about the vision and the mission and this is not alone the duty of an HR manager but all the HOD’s who come in contact with their employees each day . Salary .From time to time the vision and mission should be reemphasized into the minds of the people. The results are as follows. To stop this very constructive policy from becoming an ornamental one it is very important to understand that we live in a country where maximum people still speak our mother tongue hence a translation of each of these in simple and readable Hindi should be put up. I.These are some of the very basic expectations that an employee has from his workplace. not only Hindi but any other regional language prevalent in that particular region. EXPECTATIONS AND LEVEL OF CONCERN This question is imperative from the employee delight point of view as well. it should also be done in a language understood by all. The question is based on the primary data that was gathered during the general interaction with various employees .
Work timings and work culture . Type of work assigned to you III.35 II.
36 IV. Challenging Job VI. Work Environment V. Amount of Vacations .
Perks that the company pays .37 VII.
38 EMPLOYEES SOLICITED ANALYSIS The above two questions ( Q.7 ) are interlinked and were asked together for a purpose. One being that of salary. work timings are really long than the usual shift timings. DRAWBACKS Looking at the figures above it seems that employee have hardly been inquired about these facts ever before. which almost a unanimous reason of dissatisfaction amongst employees . This can be one of the reasons for the high rate of attrition that the company is facing . which are 9 hours . It is very important for an organization to understand the level of expectation that its employees have from it. This is important because too low an expectation does not speak well of the organization culture and too high expectations need to be tactfully handled. These questions were asked to understand the level of expectations that an employee has from his job in terms of the above given attributes.While analyzing these questions many important facts were revealed.6 & Q. The salaries are much lower than the average market salaries and a major source of dissatisfaction. In addition. but this is something that is decided by the corporate head office and is not in the hands of the Resort in charges.
4 would not have been difficult to answer had each employee undergone an effective and an organized orientation. because a developing company needs constant guidance from the top and complete support from the bottom. Hence leading to the formation of a vicious circle. everyone needs a job for life hence people work in the company for some time and leave as soon as they get a better opportunity to work. hence it is important to inform them about the company and its salient features. work for 12 to 14 hours. INDUCTION AND ORIENTATION ANALYSIS This is another area where the company needs to improve. Instead of following a complete top down approach. To achieve its vision of becoming number one in Asia in the timeshare business these are some of the critical aspects that the company needs to deal with. in order to have a stable and sustainable workforce. It’s time that the company needs to understand its competitors and do a SWOT analysis. RECOMMENDATIONS The solutions to these problems can be many but the major one is a proper policy framing from the top. a circle that needs to be broken soon. to understand where the major threat lies. a mixed approach would be better. The work culture seems to be fine as all the employees are more or less comfortable with the work environment but many say that it is deteriorating over time this is due to the long working hours and high rate of attrition as people quit quickly.39 people. without overtime. However. One solution in this regard could be that of proper staffing and not only staffing but also many other HR policies need to be reframed as the company has grown big and the policies are still the old ones. hence the already burdened employees are overburdened with more work as a result they get dissatisfied and leave. The saying “When in Rome do as the Romans do” is applicable here because the situation is far from ideal hence the best way is to modify the . All the questions given under Q. As maximum numbers of employees are not educated to that extent that they understand what is written in the offer letters in English.
Orientation is necessary to familiarize the employees with the organization and forms a major part of the employee engagement process.40 policies according to the staff they recruit. Hence the same drawbacks and recommendations as above are applicable out here as well PERSONAL QUESTIONS .
DRAWBACKS The only drawback here could be that most people are internally motivated because they are near home and do not want to shift. This is a strength on which the company needs to capitalize. These questions were only put to the off rolls because of obvious reasons the Heads and the on rolls either would not fit into this category or would not answer them.41 ANALYSIS These 3 questions were group questions and they were asked just to know the reason why they are working in this particular organization and this particular industry. ORGANIZATION POLICIES. This was identified during pilot testing and hence these questions were eliminated for the on rolls and the HODs ADVANTAGE Fortunately the company has maximum people who are internally motivated to work. Sometimes people are working because of some sort of compulsion and hence are not able to give their 100% and nor are completely involved in work. Hence the company needs to provide them with more strong reasons so that they stick to the organization for a long period of time. AND WORK CULTURE ANALYSIS . PROCEDURES.
has been able to communicate the Job Roles and Responsibilities successfully to its employees. this is a reason to smile for the company. DRAWBACK This can be attributed to the fact that people are skilled in their work and know how to go about doing it without understanding the role they play and when asked the question they answer it positively because it is a reflection of their work. ADVANTAGE Nevertheless. this too can be used as an advantage to the company. as maximum people are clear about their job roles and responsibilities. Hence.42 This question was framed to know whether the company. CUSTOMER DELIGHT ANALYSIS . which was in huge loss last year. RECOMMENDATIONS The company can train such employees in their respective areas and get the best work out of them. This would increase the productivity and hence earn profits for the company.
Although this is a concept that should run in the veins of a service sector employee but this stressed upon more on the departments which come in direct contact with the customer. RECOMMENDATIONS This is something that should be communicated to the employees.43 This question was asked because this is the most important concept prevalent in the services sector especially in the hospitality industry where the employees come in direct contact with the customers every now and then . Still the major part is uninformed and the percentage is high in the blue region only for the reason that the HOD’s and On rolls responses have also been included in here else the percentage of the blue would have been much less.g. Thus this can be a reason for the deteriorating service quality over time . F&B Service etc but unfortunately many of the employees in these particular departments haven’t even heard of this term. It is not the term which is is important but idea and concept are important which should be communicated and explained well. They should be motivated to work on these lines and hence deliver the best experience to their guests. Front office. Housekeeping. DRAWBACK Customer delight is a part of the job of people working in this industry especially the departments that directly come in contact with the customers for e. This is the same reason why a part of the pie is green. .
A topic like autonomy as always been a debatable one but it goes without saying excess of everything is bad.Considering employees opinion is a good source of motivation and engagement for them but this should be done under expert supervision to avoid fatal mistakes. RECOMMENDATIONS Although autonomy is limited in most of the cases . This too is a positive strength of the organization .44 AUTONOMY ANALYSIS The question was asked to get an in depth knowledge of the functioning of the organization how much autonomy the employees have ADVANTAGE The figures above shows that except a few most of the employees have the required autonomy according to the capacity of their jobs.Hence an important factor in engaging employees to their work .This type of work culture inculcates a sense of belongingness towards the organization which will ultimately benefit the organization itself. .
What makes a favorable environment for working is again very subjective what someone might like. the dictionary definition of conducive is “favorable”. If the organization culture is a building the following factors are the bricks and mortar. These questions were asked just to check the general perception of the employees.45 WORK ENVIRONMENT ANALYSIS These questions were framed for a specific work purpose. may be disliked by the other. .Hence the issues thus mentioned ahead should be identified from time to time and dealt with as soon as possible. RECOMMENDATIONS This clearly depicts that there is something missing somewhere which needs to be handled in time because the employees themselves are not clear about the same . but the questions that follow are all ingredients of a favorable working environment. DRAWBACKS Although maximum people say a yes here this was one of the questions that had very confused responses that ended into a yes.
46 HOD SUPPORTIVE ANALYSIS The question is a part of the above given question. DRAWBACKS In this question a sense of fear was fealt amongst the interviees many said that speaking against your own HOD is a crime hence only say good things.but the HR says the Boss always has to be bright in order to understand the needs and wants of their subordinates and when need be communicate it thereafter keep a track of the request.They say the boss is always right . ADVANTAGE According to the above given data its seems the HODs do support the employees in most of the things they do hence this too is good reason why an employee should not leave.Socially Desirable answers made the answers biased effectively to the higher authorties and .
47 OPEN DOOR POLICY ANALYSIS This particular question had the most interesting statistical conclusion as both the pie graphs say the same thing. Companies where employees are allowed to talk and speak out their minds have far more engaged employees than companies which are more rigid and dictatorial. Hence this question had three parts for a reason so that almost similar questions can be asked in two .
48 differently worded sentences.Also the HODs would never want to say a no to this kind of a question because this is something that adds to their reputation . ADVANTAGE This was another good news for the company as most of the people said yes they were allowed to complain although there were some no’s in the process but mostly everybody said yes. DRAWBACK The answer could be a biased one because again speaking ill about their superiors will not be socially acceptable . Treating your employee the way they are meant to . .they could speak to their managers whenever they wanted to but so far so good they did not have any complaints . Hence. this kind of organization culture is a potency to build upon.These answers have also been included in the yes category. always develops an internal contentment in the hearts of the employee and which makes them work more religiously towards the organizations welfare. This question was put up to the subordinates and correspondingly their managers were asked the second question whose second part was prepared in a manner to check the consistency of the answers and to have a connect between the answers of the subordinates and their HODs. thus to maintain the consistency of the answers thus received. The answer to the how often part was difficult to answer for some the answers were more or less similar and said that the employees could complain any time they wanted to and also many said that yes there is an open door policy .
Also the next question is being discussed in this section as this too is a part of the open door policy effectiveness series of questions. .50 ANALYSIS The hollowness of the answers in the previous question comes out very clearly in this one as the figures above show an unnanimous yes about the complaints heard and acted upon from the HODs but the employees have almost a mixed story to tell .The “give example” part was designed only for the sole purpose to know that whether the answers are a mere yes or no or there is some matter to support what they say.
Another question asked in this series was to the HODs which was how do they decide the priority of complaints and suggestions that they receive the maximum answers received were according to the importance related to the work and the employee problems seem to have had taken the back seat in this case when discussed further in details.although more of suggestions were welcome than of complaints .The examples have not been discussed here as they are not important but after many yes’s they were only blank faces . FEEDBACK ANALYSIS .Both the complaints and suggestions question had the same story to tell .51 The suggestions part again repeat the same story a unnaimous YES from the HODs and a pretty much mixed response from the rest. DRAWBACKS Hence only having an ornamental open door policy does not serve the purpose.Hence this front should take the due share of its importance in the rountine of the organsiation policy framing.which is a good sign but many of the complaints that fell on deaf ears were essential for engaging the employees and keepin them glued to the organisation.its effective implementation is a must.
As a golden rule in HR give positive feedback in the presence of many and a negative one in the private.Although there is not set pattern but this is done from time to time for some employees .This reveals another loop hole in the system . ABOUT THE TRAININGS . RECOMMENDATIONS A timely feedback whether poisitive or negative is always useful for the employees it gives them a push to work harder and better which will ultimately benefit the organization .52 This is something that is embedded very well in the organization culture. DRAWBACK Although many people said feedback was given it was surprsing to know that a large percentage(29 %) had never received a feedback.
is advantageous not only to the employees but also the organization but the only problem is in its effectiveness and innovation. DRAWBACKS The answers and the observation in the organization say that due to the work pressure the trainings lose their effectiveness conducting two trainings per week is too much a load for the HODs and the departments especially during season time. .the company has a policy which says conduct 8 trainings per month .two per week. Now whether trainings did actually occur and occur effectively were a reason to worry about because a lot of time and money is invested in them .if they do not add value anywhere. ADVANTAGE Having such a strong training policy in the organization . Trainings like these give employees a chance to grow in their organization and hence built on their own capabilities which gives them a reason to stay attached to the organization.54 ANALYSIS This group of question was asked to measure the effectiveness of one of the most enthusiastically followed policies of the organization the weekly trainings . In this case the figures are completely contradictory from the original scenario . it’s a complete waste . Although the trainings do not have a time limit but usual trainings were at the max one to one and a half hour long.following the observation this is not the case again bias is the problem here as well.
DRAWBACK The most startling answers came from this section . EMPLOYEE ENGAGEMENT ACTIVITIES ANALYSIS These questions were put forward to study the efficacy of the so called employee engagement activities that are a part of the organization policies.others hadn’t heard of them .On the basis of that framework the HODs can decide on the weekly training modules.most of the employees weren’t involved in these activities .55 RECOMMENDATIONS The training modules should be suggested for each department from their head office .in the manner they would be the most effective in.Hence a major loophole was identified at this front as most of the employees had either not heard of them or had not participated in them Although the Heads say they encourage their employees to participate but because of the long shift hours it makes it almost impossible and many also say that their work suffers if they participate in these activities and have to extend their work timings in order to participate .The organization policies are in place regarding this but the only thing that is missing is the diligence to carry them . The evaluation techniques should be in place that is completely lacking although HODs say that they follow the evaluation techniques such as observation and question answer sessions but how effective these techniques are. Trainings should be practically delivered and with full involvement of all the employees. RECOMMENDATIONS A lot is being done at this front much more needs to be done (Appendix Third Section). is questionable. .the ones who actually wanted to participate in them did not get the time because of long shift hours .
else if something urgent then it should be communicated on priority basis.everyone should feel that they are a part of it and have a role in making it successful. RECOMMENDATIONS Regular departmental meetings .but how effectively were they being passed on was an issue to be dealt with hence the communication level in the organization was debatable. most of the people said a yes but they were not too sure what sort of information was being talked work related information was passed on effectively but the other information was passed only sometimes hence the blue area forms the major chunk of the pie. The channel of communication should be that effective that any important activity going on the organization . DRAWBACKS At first. EMPLOYEE EXPECTATIONS .56 COMMUNICATION ANALYSIS This was one of the major areas of concern for the top officials although daily morning meetings would convey all the issues to the HOD’s .
Question no’s 1 and 2 are the dimension that have a negative .the calculations and interpretations are standardized . This shows that salary would be the last reason to stay with the organization and because of the growth prospects people want to stick to it DRAWBACKS Many people were not sure of the rankings .gave the answers in the following order Growth Opportunities. overtime should be paid.Work Culture and salary. 4. RECOMMENDATIONS The salary should be according to work (Pay for performance). which obtained an overall average of 0. hence ambiguous answers. Type of Job. ANALYSIS The results (Appendix Table 1) have many positive and negative differences .1(b) RESULTS OF THE EMPLOYEE DELIGHT QUESTIONNAIRE This questionnaire was analyzed using the servqual scale standards methods .the positive results should be viewed as strengths to capitalize on and not success in any terms and negative result must be viewed as an opportunity for improvement and not mere problems Questions 1 to 5 refer to the RELIABILITY dimension.57 A lot of new and old suggestions came up while asking this questions those have been complied together in the recommendations and conclusion section of the report FUTURE PROSPECTS ANALYSIS This question mostly people said no and the ones that said a yes . If people work overtime. Brand Name .128 which is the lowest.
304. As there are no negative scores it is not a matter of complacency but a matter of concern as this can be identified as opportunity to achieve employee delight. .59 . Hence these are the areas of improvement in this dimensions the others too have a lot of scope of improvement as the differences are not very large and the scale can bend towards any side any moment.The shows that on the reliability dimensions the expectations were higher than the perception in case of question 1 and 2 and hence the negative difference .The difference between perception and expectation is very lees although not negative in comparison to the others hence the expectation of the employees were higher at this front. The overall average score of this dimension is 0. The next dimension is that of EMPATHY.Especially question number 5 which raises questions at the capabilities of the heads of the various departments and their willingness to answer question asked . The next dimension is that of ASSURANCE and its overall average was 0.E) hence which is simple reflection of the fact that the working hours are not very convenient they are long and is a major reason of dissatisfaction amongst the employees. The more the company can empathize with its employees the easier will it be for the employees to experience delight.58 difference between perceptions and expectations (P-E).328. Also the employees have common feeling that the company does not understand their specific needs. which obtained an overall average of 0.The difference between perceptions and expectations (P-E) for all the dimensions is again positive but the scores of question 4 and 5 are really low and are nearly touching the negative .This is a major area were a lot of improvement is required and until this gap is fulfilled achieving employee delight is extremely difficult. Thus major actions need to be taken at this front. This result is consistent with the previous questionnaire where most of the people had a problem with the work timings. The RESPONSIVENESS dimension is analyzed in the next 4 questions . employees being human this should be the area of maximum importance to the organizations. The question number 4 and 5 show a negative difference between (P .
It is important to understand and analyze the root cause of the problems and hence work on them . This indicates a great opportunity for improvement in the entire organization. Achieving employee delight is not an easy task as the subjectivity of the human nature makes it even more difficult as the same things have different values for different people.this shows that the company needs to work hard on the modern . Although this low average can be attributed to the fact that this particular property is on lease and the new property is coming up in a nearby area so hence for now this can be a reason to smile and postpone for a while but if the same scores are achieved after the shifting of the property then definitely this is a loop whole in the policy making of the organization.51. The averages for the expectations version varied from 4. because once a company gets branded as a not so favorite employer it is very difficult for the company to actually get back on the track with the good reputation.59 The final 5 questions. Especially the difference in the scores of the first two questions are negative .224. Hence applying this model from time to time in the organizations can help identify the gap in the perceptions and expectations of the company and can lead to employee delight if the pattern is consistently followed and worked upon . This is the one of lowest average amongst all.2 RECOMMENDATIONS AND CONCLUSION 4.66 to 5. 4. whereas for perception the variation was. Although the many Recommendations have been given alongside while analysis of the questions an exhaustive list is provided here.82. which obtained an overall average of 0.2 (a) QUESTIONNAIRE ONE.state of the art infrastructure and visual appearance.33 to 5.There is a large gap before the employee delight is achieved in the organization in numerical terms it might mean nothing but while bridging this gap in reality it’s a big job and needs to be done at the fastest pace. The overall average for the five dimensions was 0.3148. refer to the TANGIBLES dimension. . from 4.
g. 7) The salary should be according to work (Pay for performance). A proper induction schedule should be made.g.There are even many who have straight away joined work without any sort of communication with their respective HOD’s. A major distress causing issue. 4) Staff facilities should be improved not in sync with the other resorts in Shimla. 6) Evaluation of all departments twice in a month. No information about the organization has been shared with them .) 5) The appraisal system should be revised as it should be on the basis of the overall performance and not certain set criteria’s because all the departments are not equal in size and strength hence parity should be maintained. a department of only say 5 members would get lower ratings in attrition if only two of his people leave. For e. . Room rent. overtime should be paid. Interdepartmental meetings to enhance co ordination amongst departments. Medical facilities etc. 3) The old employees did have a formal induction by the Hr head but prior to that no updates as well as no new comer has been given any formal induction only a little bit here and there about the job that’s all. 9) Exit Interviews should be conducted. House rent. 8) The staff should be taken care of and should not be pressurized to work for longer hours. The facilities should be provided at all levels right from the GM to the lowest level (For e.60 HR RELATED PROBLEMS 1) People are not clear about the 5 days salary cut they should be explained in detail. 2) According to many employees the contract should end after a year for regular employees and they should be put on rolls. If people work overtime.
13) Lack of co ordination amongst the departments a major problem.They are heard most of the time but many a times their pleas fall on deaf ears. as education backgrounds are different. This is something that should be communicated to them. TRAININGS 1) People working for the past one year here haven’t participated in any of the monthly trainings. On this front the HoD’s should have regular meetings and do something about it because in the presence of the guests it gets embarrassing for the organization as it is depicted as an example of mismanaged company. . It is understandable that the term is not what is important but they do not have the idea of the concept as well. it should be communicated. 2) Trainings should be practically delivered that would increase its efficiency and it would be easier to understand because a pen a paper training cannot provide practical knowledge and also not everyone is capable enough of understanding what is taught to them . F&B Service etc but unfortunately many of the employees in these particular departments haven’t even heard of this term. Front office. 12) The HOD’s say that they are open to suggestions and the employees agree on it . Nothing is being done about that. Housekeeping.61 10) Mahindra standards not maintained here. When asked for examples some of the suggestions were regarding not only the employees but also the organization on the whole. COMMUNICATION RELATED ISSUES 11) Customer delight is a part of the job of people working in this industry especially the departments that directly come in contact with the customers for e. The recruitment should be proper only professionally qualified staff should be hired. This causes a lot of skepticism amongst the employees.g. The HoD’s should communicate the reasons so as to if something is being done regarding the suggestion or the complaint and if nothing can be done about it.
If the night shift turns up late the previous person is stuck here without any conveyance and it is very difficult to go back home hence they have to adjust with the local employees here. 2) People who joined Club Mahindra at the time of its opening say that. . 4) No evaluation techniques in place to measure the outcome of the trainings. An in house doctor for employees as well as the guests. To explain further at times only those people are informed who are directly related to the event and that’s how the information passes on. 5) Long working hours the pressure increases when people leave.Hence a sense of betrayal. The communication is not completely lacking but it is not consistent. Many said the law says no shift should be longer than 8 hrs and here we have to work for 12 to 14 hrs at times sometimes without breaks during the season. ORGANIZATION POLICIES AND PROCEDURES 1) Medical incentives should be paid. 6) Vacations are also problem in season time holidays are not given and then they are carried forward and are never given. 3) The HOD’s communicate only work but no other information sharing done . 4) Accommodation and pick and drop are a major problem faced by many.Many of the employees do not know anything about the Divisional head’s joining it is an example of that. This can be done under normal circumstances but at times it is urgent to go back home then this becomes a huge problem. at that point in time whatever was promised was just a way to tap them they were told salaries would increase that did not happen . 7) The shift hours should be fixed like in other organizations. They have no idea about activities and events of the resorts. 8) No bonuses and incentives given. probably promised earlier and nothing done about it.62 3) The trainings should be proper and planned and not just a formality.
17) Flexibility in working hours. 18) Food in the cafeteria should be improved. 12) Vision and Mission should be clear in the minds of the people so that everyone can work together as a team towards its achievement. . 16) Designation that was promised was not given. 14) Company should provide non monetary benefits like concession for stays in resorts around India.2(b) QUESTIONNAIRE TWO The major results and the corresponding recommendations were as follows. 10) More should be done for staff entertainment so as to break the monotony of work and rejuvenate them. 11) Open house meetings should be well organized maximum participation should be encouraged and more staff gatherings and parties should be organized.63 EMPLOYEE ENGAGEMENT ACTIVITIES 9) Participation in the employee engagement activities low because people have to take time off from work to take part in them. Hence the major areas that need improvement were that 1) Promises made should be fulfilled . Things were better earlier on .nothing is more dissatisfying for an employee more than a broken promise . 4. 13) The staff should be motivated and pumped up from time to time and company policies should be made clear. the work gets affected and hence the participation low. OTHER STAFF RELATED ISSUES 15) Parity amongst salaries of employees of the same grade. 19) Many people said that the work environment earlier was good but now everything is deteriorating over time.
this study can serve as a model for many more researches conducted in the field of “Employee Engagement and Delight”. 3) The motivation level of the employees should be boasted so that they are ready to deliver their best anytime and anywhere. 6) Infrastructure wise also a lot of scope of improvement is their but for now this should not be ignored as the property is on lease and the new property will soon be operating.64 2) The issues of the employees should be dealt at priority basis .Many of the problems given above are worthy of due attention and the recommendations thus provided can be useful if implemented effectively. 4) The open door policy should be an effective one and the Heads should take sufficient interest in solving them. Thus it can be concluded that both the questionnaires more or less are hinting at the same problems . In addition . These are some of the major gaps that the organization needs to fulfill before which employee delight would be difficult.The model thus employed is a novel work inspired by many other researches especially the implementation of the Servqual scale in this particular area. 5) The working hours should be reduced to the average normal working hours and longer shifts of 12 to 13 hours should be reduced if at all if someone works beyond the required 9 hours of service overtime should be paid. . The project can help many to measure the level of employee gratification in their respective organizations and hence a comparative study can be carried out.
A conceptual model of service quality and its implications for future research.co. ZEITHAML.10th Edition(1992).Chugh Publications 3. & BERRY.in/books 7.com 6./employee_engagement..management-issues.Himalaya Publishing House 2.com 9.com 8.65 REFERENCES BOOKS 1. http://www. L. http://www.pdf 3. A. http://retention. http://www. PARASURAMAN. Subbarao Dr T..”Personal Management”.siescoms.C. http://www. WEBSITES 1..google.com/increase-employee-engagement.authorstream. Bennett Roger.”Human Resource Management environmental influence”. http://www. http://books.contentwriter.businessknowledgesource.hindustanpetroleum.html 4. http://www. V. http://www.in/events/gptw 5. .edu/images/pdf/reserch/. Journal of Marketing.businessworld.”Managing Personnel and Performance:An Alternative Approach”(1982).iveybusinessjournal. (1989).naukrihub.com RESEARCH PAPERS 1. Mamoria .com 2.in 10. http://www.D.
L.. Babakus Emin and Mangold W Glynn(1992). Wawrzynkiewicz Malgorzata (2003). HSR: Health Services Research 26:6 (February 1992) 5. Piotrowski Maciej. Parasuraman. . Babiarz Patryk. IADIS International Conference e-Society 4.A.66 2.”The Application Of Service Quality Gap Model To Evaluate The Quality Of Blended Learning”.“SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”. Shahin Dr. Arash.”Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investlgatlon”. V. (1988). Zeithhaml. and Berry. A. 64 3. Journal of Retailing. SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services . Vol.
12 5.44 5.36 3.12 8 .68 0.84 6.88 0.64 5.88 5.40 -0.16 5.16 DIFFERENCE -0.28 5.92 5.9 23.32 4.72 5.32 -0.56 4.20 5.36 4.36 0.44 5.72 0.52 2.59 5.72 5.8 29.48 3.44 5.96 4.68 0.04 0.32 0.84 0.48 0.52 5.56 4.88 Assurance 1 2 3 4 5 143 144 139 154 147 5.36 0.40 5.56 1.12 0.08 Empathy 1 2 3 4 5 136 130 124 109 83 5.36 0.3 26.76 0.36 2 27.24 0.20 0.92 5.64 EXPECTATION SCORE 4.12 0.36 5.92 5.56 6.76 5.40 5.32 Responsiveness 1 2 3 4 148 146 160 143 5.44 0.08 0.96 0.44 5.16 6.30 4 7 21.52 5.04 5.67 APPENDIX Table 1 PERCEPTION SUM SCORE Reliability 1 2 3 4 5 103 129 151 141 134 4.20 4.12 -0.60 7 25.20 5.96 4.
31 5 VIII.32 8 0.64 4.6 23.24 4.52 0.52 -0.36 1. VIII.24 5.8 24.28 Tangibles 1 2 3 4 5 110 116 124 131 131 4. QUESTIONNAIRES 1.96 5.08 0.72 6 21.16 4.36 1.22 4 Avg: 0.64 0.68 4.88 4. IX. History Whom it belongs Your Managing Director Your Resort Manager Department: Age : Gender: .12 4.88 3.64 1.48 0 23. QUESTIONNAIRE ON EMPLOYEE ENGAGEMENT a.40 4.92 5. Off Roll Employees ABOUT THE PERSON 1) Name : 2) Tenure: 3) Previous work experience if any ABOUT THE COMPANY 4) What all do you know about the organization you work for ? VI. VII.52 -0.
Type of work assigned to you iii. Challenging Job vi.FO.69 X. Work timings and work culture iv.HK. Your Divisional Head 5) What is the vision and mission of the company you work in? 6) Did you get what you had expected from this job in terms of i. Amount of Vacations vii. Salary ii. Work Environment v.HA) 14) How Much Autonomy do you have in your Job? (level of interference of your boss) 15) How conducive is the working environment?(strict/lenient) . Perks that the company pays me 7) Did anyone in the organisation ever ask you about the same? 8) Did you undergo an orientation program before joining work ? PERSONAL QUESTIONS 9) Are you here by choice or by force? 10) If by force then what would you like to do? 11) Are you internally motivated to do this job? ORGANIZATION POLICIES AND PRODECURES and WORK CULTURE 12) Are you clear about your Job ROLEs and RESPONSIBILITIES? 13) Have you heard of the term customer delight? What is it ? Do you know that a part of your job role is dedicated to the customers? (This question imp only for F&B Service.
70 16) Do you think your HODs are supportive enough? 17) Does the organization follow an open door policy? Are you allowed to complain? How often? 18) Are the complaints heard and acted upon by the person concerned? 19) Did u ever have a suggestion for the organization you worked in? Were you heard? if yes was it implemented? 20) Are you given feedback of your performance from time to time? 21) Give any one example of a complaint you had and it was dealt in time by your superiors? ABOUT THE TRAININGS 22) How effective do you think the trainings provided to you are? 23) Do they add any value anywhere? 24) Do you use the trainings in your daily activities? 25) Are you evaluated for the same? EMPLOYEE ENGAGEMENT ACTIVITIES 26) How many of these activities have you participated in? IF YES 27) Do you like them? 28) Do you know the purpose of these activities? 29) Do you think they should be conducted very often? 30) Do you feel a sense of belongingness towards your organisation after your participation in these activities? 31) Do you feel motivated after the monthly open house meetings? .
For the On Rolls and Head of the Departments Salary Growth opportunities Work culture Type of Job Brand name of the organisation Any other Reason (please state) . IV. III.71 32) Do you feel the monetary benefits associated with the participations in the programs are good source of motivation? 33) What was the overall feeling after your participation? IF NO 34) What is the reason behind your low participation? Were you not given a chance? 35) Do you want to be a part of such activities? 36) Do you think they add some value to the organisation as a whole? ABOUT EMPLOYEE DELIGHT 37) Any suggestions for the organisation that you want that you think can boost your morale and help you perform above expected service levels? 38) Do you see yourself working for the organisation for the next 2 years ?why or why not ? attribute to the following. VI. COMMUNICATION 32) Are you informed on regular basis about the major events and activities that are happening in your organization at a particular point in time ? b. I. V. II.
ABOUT THE PERSON 1) Name : 2) Tenure: 3) Previous work experience if any ABOUT THE COMPANY 4) What all do you know about the organization you work for ? 5) History 6) Whom it belongs 7) Your Managing Director 8) Your Resort Manager 9) Your Divisional Head 10) What is the vision and mission of the company you work in? 11) Did you get what you had expected from this job in terms of i. Salary ii. Type of work assigned to you iii. Work timings and work culture iv. Work Environment v. Challenging Job vi. Amount of Vacations vii. Perks that the company pays me 12) Did anyone in the organisation ever ask you about the same? Department: Age : Gender:
13) Did you undergo an orientation program before joining work ? PERSONAL QUESTIONS 14) Are you here by choice or by force? 15) If by force then what would you like to do? 16) Are you internally motivated to do this job? ORGANIZATION POLICIES AND PRODECURES and WORK CULTURE 17) Are you clear about your Job ROLEs and RESPONSIBILITIES? 18) Have you heard of the term customer delight? What is it ? Do you know that a part of your job role is dedicated to the customers? (This question imp only for F&B Service,FO,HK,HA) 19) How Much Autonomy do you have in your Job? (level of interference of your boss) 20) How conducive is the working environment?(strict/lenient) 21) Do you think your HODs are supportive enough? 22) Does the organization follow an open door policy? Are you allowed to complain? How often? 23) Are the complaints heard and acted upon by the person concerned? 24) Did u ever have a suggestion for the organization you worked in? Were you heard? if yes was it implemented? 25) Are you given feedback of your performance from time to time? 26) Give any one example of a complaint you had and it was dealt in time by your superiors? ABOUT THE TRAININGS 27) How effective do you think the trainings provided to you are?
28) Do they add any value anywhere? 29) Do you use the trainings in your daily activities? 30) Are you evaluated for the same? EMPLOYEE ENGAGEMENT ACTIVITIES 31) How many of these activities have you participated in? IF YES 32) Do you like them? 33) Do you know the purpose of these activities? 34) Do you think they should be conducted very often? 35) Do you feel a sense of belongingness towards your organisation after your participation in these activities? 36) Do you feel motivated after the monthly open house meetings? 37) Do you feel the monetary benefits associated with the participations in the programs are good source of motivation?
38) What was the overall feeling after your participation? IF NO 39) What is the reason behind your low participation? Were you not given a chance? 40) Do you want to be a part of such activities? 41) Do you think they add some value to the organisation as a whole? ABOUT EMPLOYEE DELIGHT
42) Any suggestions for the organisation that you want that you think can boost your morale and help you perform above expected service levels? 43) Do you see yourself working for the organisation for the next 2 years ?why or why not ? attribute to the following. I. II. III. IV. V. VI. Salary Growth opportunities Work culture Type of Job Brand name of the organisation Any other Reason (please state) COMMUNICATION 44) Are you informed on regular basis about the major events and activities that are happening in your organization at a particular point in time ?
EMPLYOEE DELIGHT PERCEPTIONS
Perception Statements in the Reliability Dimension. 1 2 3 4 5 6 7
3. Company provides me with anything I ask for within the limits of my capacity and Job. not. I am informed about all the activities going on in the company at a given point in time 2. My important documents are kept confidentially and safely and can be easily found at the time of need. When I have a problem my company shows sincere interest in solving it 3. me 2. 4. 3. My company insists on error free records. want I feel safe at work My colleagues are consistently courteous and trustworthy If I have any queries I am allowed to ask my superiors anytime I The behavior of all the employees is good and instills confidence in . 4. I am always ready to help our customers whether in my domain or Statements in the Assurance Dimensions 1 2 3 4 5 6 7 1. 4. I am motivated to deliver quick service to the customer.76 1.it does so 2. When my company promises to do something within a certain time period . Statements in the Responsiveness Dimensions 1 2 3 4 5 6 7 1. 5. My superiors are never too busy to respond to my request.
There is someone at work who gives me individual attention There is someone at work who seems cares for me as a person My company has my best interests at heart My company understands my specific needs The working hours in my company are convenient Statements in the Tangibles Dimensions 1 2 3 4 5 6 7 1. The employees of the company appear neat to me EXPECTATIONS Rating a world class company "7 " for its HR policies how would you rate MHRIL in terms of Reliability . 5. 2. 4. Statements in the Empathy Dimensions 1 2 3 4 5 6 7 1. 2. My companies physical facilities are visually appealing and neat The sitting arrangements and place surrounding me is comfortable 4. 5.77 5. 3. My company has all modern and state of the art infrastructure and equipments. My supervisor or to whom so ever I ask the query is willing and has sufficient knowledge to answermy questions. My company is a neat and clean place to work for. 3.
2. 3. 3. Someone giving you personal attention . 4. 2. 4. In fulfilling the promises made In solving any problem that the employees have. Behavior of collegues. Willingness and knowledge of the supervisor Empathy 1 2 3 4 5 6 7 1. The responsiveness of your superiors Assurance 1 2 3 4 5 6 7 1. Trains employees in delivering quick service to your customers. The level of effective communication in your organization. Motivates employees to an extent that they go out of their way to help customers.78 1 2 3 4 5 6 7 1. Safety at work Courteous colleagues Freedom to ask queries. 4. 5. In keeping error free records. 3. In fulfilling your demands within the limits of your capacity. 2. 5. Responsiveness 1 2 3 4 5 6 7 1. In terms of maintaining privacy and confidentiality of your documents.
All employees right from the GM (called the RM-Resort Manager here) to the on roll staff everyone has lunch in the same cafeteria. 2. DAILY ACTIVITIES 1.79 2. 4. 3. Table 3 MAHINDRA HOLIDAY AND RESORTS INDIA LTD. 5. 4. . EMPLOYEE ENGAGEMENT ACTIVITIES They have a lot of Employee Engagement activities that go on during the year . 3. 5. Daily 10’oclock meetings 2. Someone taking care of you as a person Keeping your best interests at heart Understanding of your specific needs Working hours Tangibles 1 2 3 4 5 6 7 1. In terms of infrastructure Visually appealing Your sitting arena and surroundings Neatness Employee uniform and neatness.
3) ESOPs: Employee Social Operations: This is their CSR activity .They organized a blood donation camp .80 WEEKLY ACTIVITIES 1) Recently began a Cheers program wherein every week one group activity will be organized . This week they conducted a paper bag making competition MONTHLY ACTIVITIES 1) Open house meetings This meeting is held every month which contains information regarding the following of the previous month • • • • • Financials Initiatives (of all departments) Proposals(of all departments) Employee of the month: Presented with certificates by the RM himself Celebrations if any 2) Monthly Birthday Bash: Employees birthday celebrated 3) Unity day –from the corporate directly. 4) Sports activities: Held a badminton competition last month 5) Champs show YEARLY ACTIVITIES 1) Picnic ones year for all staff members including trainees. 2) All the Festivals celebrated.