A MINOR PROJECT REPORT

ON
QUALITY WORK LIFE AT TATA CONSULTANCY SERVICES
SUBMITTED IN THE PARTIAL FULFILLMENT FOR THE AWARD OF
THE DEGREE OF BACHELOR IN BUSINESS ADMINISTRATION

UNDER THE GUIDANCE OF:

Ms. SWEETY GUPTA
Assistant Professor, RDIAS
SUBMITTED BY:
Name of the Student: HIMANSHU BANSAL
Enrollment No.: 04780301712
BBA (II SHIFT), Semester III
Batch 2012- 2015

RUKMINI DEVI INSTITUTE OF ADVANCED STUDIES

NAAC Accredited, A Grade
Category A+ Institute
High Grading 83% by Joint Assessment
An ISO 9001:2008 Certified Institute
Approved by AICTE, HRD Ministry, Govt. of India
Affiliated to Guru Gobind Singh Indraprastha University, Delhi
2A & 2B, Madhuban Chowk, Outer Ring Road, Phase-1, Delhi-11008

Table of Contents
Student declaration

Certificate of the guide

ii

Acknowledgment

iii

Executive summary

iv

Chapter I
Plan of the Study
1.1
1.2
1.3

Introduction to topic
Objective of the study
Literature review And/or Theoretical Background

Chapter II
Companys Profile
Chapter III
Research Methodology
3.1 Research Methodology of the study
3.2 Sources of data
3.3 Method of data collection
Chapter IV
Data Analysis and Interpretation
Chapter V
Findings & Conclusions
Chapter VI
Suggestion/ Recommendation

BIBLIOGRAPHY
ANNEXURE

STUDENTs DECLARATION

This is to certify that I have completed the Project titled QUALITY

WORK LIFE AT TCS under the guidance of Ms. Sweety Gupta in
the partial fulfilment of the requirement for the award of the degree of
Bachelor in Business Administration from Rukmini Devi Institute
of Advanced Studies, New Delhi.
This is an original work and I have not submitted it earlier elsewhere.

HIMANSHU BANSAL
04780301712
BBA III semester 2nd shift

CERTIFICATE OF GUIDE
This is to certify that the project titled QUALITY WORK LIFE AT TCS is an
academic work done by HIMANSHU BANSAL submitted in the partial fulfilment
of the requirement for the award of the degree of Bachelors in Business
Administration from Rukmini Devi Institute of Advanced Studies, New
Delhi. under my guidance and direction.

To the best of my knowledge and belief the data and information presented by her in
the project has not been submitted earlier elsewhere.

Ms. Sweety Gupta

Assistant professor
RDIAS

ii

ACKNOWLEDGEMENT
I offer my sincere thanks and humble regards to Rukmini Devi Institute Of
Advanced Studies, GGSIP University, New Delhi for imparting us very valuable
professional training in BBA.

I pay my gratitude and sincere regards to Ms. Sweety Gupta, my project Guide for
giving me the cream of her knowledge. I am thankful to her as she has been a
constant source of advice, motivation and inspiration. I am also thankful to her for
giving her suggestions and encouragement throughout the project work.

I take the opportunity to express my gratitude and thanks to our computer Lab staff
and library staff for providing me opportunity to utilize their resources for the
completion of the project.

I am also thankful to my family and friends for constantly motivating me to complete

the project and providing me an environment which enhanced my knowledge.

HIMANSHU BANSAL
04780301712
BBA III semester 2nd shift
Iii

EXECUTIVE SUMMARY

This project gives us a detailed idea of what is quality work life (Quality of Working Life
is a term that had been used to describe the broader job-related experience an individual
has.) This project also defines the objective of the study which includes:
To appraise members attitudes and opinions, in an effort to establish members
morale.
Examining the roles of different variables in predicting satisfaction with the
quality of work life.
Investigate a multitude of aspects that operate in unison on the feeling of
satisfaction overall.
After the theoretical part I have included the research part. My research work include
questionnaires Confidential Questionnaire
My research includes research methodology which contains the information as follows

Meaning of research
Types of research
Research methodologies
Data collection techniques

I have taken descriptive research as a medium of study for the research as I want to gain a
better understanding of the research topic. It is quantitative and usage surveys and panels
and also the use of probability sampling.
I have used primary data as the source of data known as raw data. Data are collected from
the original source in a controlled or an uncontrolled environment.
Questionnaires are the data collection technique which is being used for analysis and
interpretation of data and being helpful in studying the concepts of this report.
iv
My research includes data analysis and data interpretation details which were made out
by a sample space of 50 employees working at TCS.

After the analysis on the basis of questionnaire, the analysis has be done and shown in a
tabulated form and graphical representation with pie-charts, bar-diagrams is done. Below
the graphs, diagrams and charts, inferences have been made.
After the analysis has been done, then the conclusions are made according to the
interpretations. Conclusions and findings include the descriptive and numeric data. I have
restated and summarized the findings and discussions in order to simplify complexities.
In findings and conclusions I have stated, the main purpose was to obtain data that will
enable the management to improve the well-being of the people of the organisation. The
relationship between facets of work that predict overall satisfaction with quality of work
life, as well as the benefits of satisfaction to the well-being and mental health of members
of an organisation.
Then the suggestions and recommendations have been made on the basis of the findings
and conclusions. The best solution that I would suggest to handle the above mentioned
problems is to create a performance management website that would be accessible to all
employees of TCS. To maintain secrecy, individual employees will be given password for
having access to the site. All the policies of the organization relating to career
development, training, performance appraisal, promotions, and transfers will be uploaded
on the site. Individual employees can also have access to their ratings, feedback and other
information relating to their appraisal on the site by entering their password. Also there
should be proper checks and filters to minimize the biases in the appraisal of an employee
by his/her superior.

CHAPTER-1
PLAN OF THE
STUDY

INTRODUCTION TO TOPIC

Quality of Working Life is a term that had been used to describe the broader job-related
experience an individual has.
Whilst there has, for many years, been much research into job satisfaction and more
recently, an interest has arisen into the broader concepts of stress and subjective wellbeing , the precise nature of the relationship between these concepts has still been little
explored. Stress at work is often considered in isolation, wherein it is assessed on the basis
that attention to an individual's stress management skills or the sources of stress will prove
to provide a good enough basis for effective intervention. Alternatively, job satisfaction
may be assessed, so that action can be taken which will enhance an individual's
performance. Somewhere in all this, there is often an awareness of the greater context,
whereupon the home-work context is considered, for example, and other factors, such as an
individual's personal characteristics, and the broader economic or cultural climate, might be
seen as relevant. In this context, subjective well-being is seen as drawing upon both work
and non-work aspects of life.
However, more complex models of an individuals experience in the workplace often appear
to be set aside in an Endeavour to simplify the process of trying to measuring "stress" or
some similarly apparently discrete entity. It may be, however, that the consideration of the
bigger, more complex picture is essential, if targeted, effective action is to be taken to
address quality of working life or any of it's sub-components in such a way as to produce
real benefits, be they for the individual or the organisation.
Whilst Quality of Life has been more widely studied, Quality of working life, remains
relatively unexplored and unexplained. A review of the literature reveals relatively little on
quality of working life. Where quality of working life has been explored, writers differ in
their views on its' core constituents.
It is argued that the whole is greater than the sum of the parts as regards Quality of working
Life, and, therefore, the failure to attend to the bigger picture may lead to the failure of

interventions which tackle only one aspect. A clearer understanding of the inter-relationship
of the various facets of quality of working life offers the opportunity for improved analysis
of cause and effect in the workplace.
This consideration of Quality of working Life as the greater context for various factors in
the workplace, such as job satisfaction and stress, may offer opportunity for more costeffective interventions in the workplace. The effective targeting of stress reduction, for
example, may otherwise prove a hopeless task for employers pressured to take action to
meet governmental requirements
The holistic and eco-systemic conception views the world as an open, living system and
emphasizes the interaction and interdependence of all phenomena, which implies that the
individual organism always interacts with its physical and social environment (Capra,
1982). In a study of quality of work life, one could adopt an eco-systemic approach and try
to list all possible variables, catalysts and influences with which someone could interact
and which could contribute to his/her general state of being. One could also try to find and
elaborate on a quality, which researchers have not yet exhausted, as a possible variable.
However, perhaps it is as important to acknowledge that there are certain concerns that all
people have in common, at least to some degree. Campbell (1981) considers twelve
domains: marriage; family life; friendship; standard of Living; work; neighborhood; city,
town or place of residence; the nation; housing; education; health; and the self.

OBJECTIVES OF THE STUDY

This research will focus specifically on the quality of work life as experienced by
members of the Tata Consultancy Services (TCS).
Research is conducted annually in the Tata Consultancy Services (TCS) to appraise
members attitudes and opinions, in an effort to establish members morale. This is intended
to indicate areas that could cause low morale. Only descriptive feedback is given.
The research will, therefore, aim at examining the roles of different variables in
predicting satisfaction with the quality of work life.
It was, therefore, decided to do a more comprehensive study focusing on general
satisfaction with quality of work life in the Tata Consultancy Services (TCS). This research
will differ from existing research in that it is conducted within abrader framework: a wide
range of work-life facets will be covered; the research will determine what the needs and
preferences of the members are; the study investigates the impact of not fulfilling those
needs on peoples satisfaction with the quality of their work life; this research will
investigate a multitude of aspects that operate in unison on the feeling of satisfaction
overall.
The research will put forward recommendations to the organisation in terms of areas on
which to focus with reference to change and improvement in practices.

In other words, because the objectives of the research remain consistent with the

philosophy and practices of organisational development and continuous improvement in the

TCS, they could serve as a useful diagnostic tool. As there is some critique concerning how
quality of life is conceptualized, it may be advantageous to determine what members
actually wish for.

LITERATURE REVIEW
A literature survey was conducted to become acquainted with the theoretical background
regarding quality of work life and its predictors. General literature regarding well-being,
quality of life and organisational behaviour was consulted, as well as more specifically
quality of work life, job satisfaction and specific components of quality of work life. The

latter will enable the researcher to identify a set of components to serve as constructs for
the study and to be able to define each of the facets of work life.
The relevance of quality of work life for mental health will be reviewed. Different
approaches and viewpoints of the satisfaction with quality of work life will be discussed
briefly.
As it is hypothesized that need fulfilment is an important predictor of quality of work life,
theories about needs will be reviewed and its importance for mental health will be
considered. The relationship between need fulfilment and satisfaction with quality of work
life will be explored. To be able to choose a set of needs to use in the study, a variety of
needs, as described by different authors, will be considered.

CHAPTER-2
COMPANYS
PROFILE

COMPANYS PROFILE
Tata Consultancy Services Limited (TCS) is the world-leading information technology
consulting, services, and business process outsourcing organization that envisioned
and pioneered the adoption of the flexible global business practices that today enable
companies to operate more efficiently and produce more value. TCS commenced
operations in 1968, when the IT services industry didnt exist as it does today. Now, with a
presence in 34 countries across 6 continents, & a comprehensive range of services across
diverse industries, it is one of the world's leading Information Technology companies. It is
a part of one of Asia's largest conglomerates - the TATA Group, which, with its interests in
Energy, Telecommunications, Financial Services, Chemicals, Engineering & Materials,
provides us with a grounded understanding of specific business challenges facing global
companies. When TCS commenced operations in 1968, they pioneered the offshore
delivery model for IT services.
Today, with a presence in 34 countries across 6 continents, over 35000 consultants from
30nationalitiesandmore than 100000 person year of experience, TCS offers comprehensive
range of IT services to clients in diverse industries, such as banking and financial services,
insurance, manufacturing, telecommunications, retail and transportation. And a
comprehensive range of services across diverse industries, it is one of the world's leading
Information Technology companies. Seven of the Fortune Top 10 companies are among its
valued customers.
TCS is a part of one of Asias largest Conglomerates - the TATA Group -provides the world
with a grounded understanding of specific business challenges facing global companies.
TCS ability to deliver high quality services and solutions is unmatched. It became the
worlds first organization to achieve enterprise wide Maturity Level 5on both CMMI
and P-CMM, using the most rigorous assessment methodology, SCAMPISM. TCS
integrated quality management system (inmost) integrates process maturity, people
maturity and technology maturity through the practices and standards of various established
frameworks and models, including IEEE, ISO 9001: 2000, CMMI,SW- CMM, P-CMM and
Six Sigma.

Mission, Vision & Values: The 3 Pillars of TCS

While TCS Mission articulates the reason for TCS existence, vision reflects an aspiration to
continually improve, to excel & be the best. TCS values characterize us as an organization
& guide TCS every action.

Mission
To help customers achieve their business objectives by providing innovative, best-in-class
consulting, IT solutions and services. Make it a joy for all stakeholders to work with TCS.

Vision
To be among the top 10 global companies.

Values

Integrity

Leading Change

Excellence

Respect for the Individual

Learning and Sharing

Services
One of the first companies to set up an independent consulting division, TCS today
includes consulting as an integrated part of any assignment to its customers indifferent
industry segments.

IT Services
Application development and maintenance services over the entire IT application
lifecycle including migration and re-engineering, e-commerce and internet services, testing
services, architecture and technology consulting, systems integration, as well as packaged
software implementation across multiple industry and technology domains.

IT Infrastructure
Offer services including complete outsourcing of IT networks, consulting and integration,
hardware support and installation, and infrastructure management.

Engineering and Industrial Services

Offer a range of engineering services, embedded software and R&D services to

diverse clients, assisting in new product development and product lifecycle management
through services in the areas of product design, simulation, engineering drafting, computeraided engineering design and manufacturing, product data management and
customization of engineering software.

Research & Development

In 1981, TCS established the Tata Research, Design and Development Centre (TRDDC),
which was India's first industrial software R&D, centre, in Pune, India. The Advanced
Technology Centre at Hyderabad & TRDDC led TCS research & development efforts. TCS
core areas of research are systems & software engineering, process engineering, embedded
systems, VLSI, bioinformatics and security. Due to applied-research outlook, TCS have
developed several proprietary tools such as Master Craft TM and Assent TM that allow us
to automate the software development process & significantly bring down development
costs. TCS R&D investments help us enhance & differentiate TCS services and strengthen
TCS delivery capabilities.
Tata Research, Design & Development Centre, Pune
Advanced Technology Centre, Hyderabad
TCS Technology Innovation Lab
Innovation Lab focuses on emerging technologies that could drive disruptive changes in the
global technology industry, and develop re-usable solution frameworks based on these.

Flexible Global Delivery

With delivery capabilities in the United States, Canada, Brazil, Uruguay, South Africa,
United Kingdom, Hungary, India, China & Japan -TCS have one of the most
comprehensive networks of delivery centers worldwide. On top of this infrastructure are
built cutting edge collaborative systems that allow seamless integration of projects
delivered from multiple locations. For customers with operations across the globe, TCS
provide unparalleled economies of scale & scope. To customers in specific geographies,
TCS bring best-in-class technology consulting & services that help them stay ahead of
competition & drive greater returns on their information technology investments.

TCS integrated project & quality management frameworks enable us to take the uncertainty
out of technology projects, which ultimately means TCS customers, can expect higher
levels of productivity with a reassuring predictability.

People
With a rare mix of domain, technology & project management experts, TCS bring the most
complete team to bear on every project TCS take on. TCS training & development center
introduces young graduates, from some of the best educational institutions in the world, to
the TCS way of doing things. Business & technology experts, from some of the best
organizations in the world, bring invaluable insights into their areas of expertise. In a
business model where people are the growth drivers, TCS are endowed with one of the
most enviable pool of talent from across the globe. With a presence in 34 countries, not
only are TCS entrenched in developed markets such as the United States & Canada, United
Kingdom & Europe; TCS also have a strong foothold in the high-growth markets of
tomorrow such as Asia Pacific, Latin America, Africa & the Middle East. While TCS
strong sales & marketing presence across the globe gives us the leverage to strengthen
existing relationships build new ones & enter new markets, TCS alliance partners give us
an extended reach into markets where TCS do not have a direct presence.

Customers
TCS has developed IT solutions for over 500 customers all over the world. TCS end-to end
solutions help its customers gain efficiency in their business processes. Ultimately, TCS
arm them with that much-needed edge in the marketplace.

TCS Culture
TCS has an energetic and open workplace environment, and a collaborative culture that's
based on teamwork. Pulling together is a central tenet of TCS work ethic.
1. Diversity at work
2. The doors are always open at TCS
3. The better half of TCS
Energetic and full of enthusiasm, associates enjoy their day (and night) at work. TCS has a
stimulating and exciting experience. Not only do their offices have the best infrastructure

and technology, associates have a knack of working hard and partying harder. TCS take
pride in adhering to the Tata 'code of conduct', which is in place across the entire Tata
Group. The code is a means of upholding and strengthening the trust reposed on them by
various stakeholders, be it customers or the wider society.

The doors are always open at TCS

Senior colleagues follow an open-door policy in which any associate can approach the
CEO and senior management with work-related problems. Communication is a big word at
TCS and an associate regularly takes part in web casts and chat session through which
important corporate issues or decisions on real-time basis are shared with associates
worldwide. TCS also has institutionalized open-house sessions and engagement
programmes in which associates at all levels meet and discuss various work issues. In
addition, TCSers can also take part in one-on-one sessions where they can interact privately
with senior management. These sessions are helpful in providing mentorship, as well as
understanding real-life issues that colleagues face at work. The queries and discussions are
formally recorded and followed up.

HUMAN RESOURCE AT TCS

Building and Empowering
The role of HR is to provide the context for energizing and developing people to play
effective roles in ensuring that TCS becomes one of the top global consulting firms.
Towards achieving this TCS will identify, develop, facilitate, and measure the human and
technological processes in the pursuit of excellence. TCS will foster the values of the TATA
group".
TCS HR Mission Statement
Tata consultancy services a billion dollar company has over more than 65000 work forces
or rather talking in the jargon of the company they are the associates in their business.
Tata group of companys have always been referred as welfare of organizations
who value their employees as their own family. The people in the company are all of
varied domain and mixed regions so bringing them together and aligning them towards
the companys goal as well their own personal development is what TCS HR has,

as a challenge.
The HR group at TCS comprises of more than 400 qualified professionals spread across
the globe .HR is a corporate function at TCS and is currently structured both by
geography and process ownership. The HR team at TCS works with large number of
associates around the globe and they work with them efficiently with the best in class
systems and procedure.

Manpower Allocation Committee

MANPOWER ALLOCATION COMMITTEE or in TCS term MATC is hub of all
activities at TCS its a place where all decisions are made to maximize business returns
and simultaneously fulfill individual aspirations. In an IT industry where the companys
assets are its software professionals and consultants, it is imperative that competencies
are built on a continuous basis. TCS follows a unique model of rotating associates
between different types of projects thus giving them an opportunity to learn and grow.
The major work of MATC is what is called in TCS parlance allocating an associate.
TCS world wide, give associates the opportunity to widen their horizon, experience,
aspirations and career plan it also ensures that the business gets the maximum return in
terms of billing and revenues; it also means ensuring that the business gets the maximum
return in terms of billing and revenue; it also means ensuring maximum utilization and
realization and controlling unallocated.

Employee Engagement
Mingle with the employees, stop and talk to them... Most important, listen to what they
have to say. For thats how you can get the best out of the people. Every day,
organizations struggle to find additional means of gaining competitive advantage.
Products can be copied, promotional campaigns can be mimicked, and even technological
innovations can be imitated. The only real source of sustainable competitive advantage for
an organization is the power of its people
HR is fast shifting from being activity-based to playing a strategic role. It is time HR

learnt from the business side, donned the intra-preneurial hat and captured imagination,
to garner mind share as well as internal customer loyalty. TCS need to view people not as
mere resources but as assets/capital. This fresh perspective brings forth the need for
human capital strategies.
TCS, which has traditionally seen low attrition levels (below the 10 percent mark), are
offering additional benefits. The company gave out shares to its personnel after its famed
IPO. Employee engagement programs are one of the major activities that TCS HR is
involved into. There is a theme attached every month and a special set of activities to go
with the theme 12 special events celebrated at TCS locations worldwide. However some
of the major events celebrated each year are-:
Technology Day a Day to celebrate technology through technology based quizzes /panel
discussions
Sports month To encourage sports and fitness related activities amongst associates TCS
picnic An opportunity for associates and families to get together and connect
Family Day- A day out with the family and an opportunity to meet the families of the
friends and colleagues
Associate Talent Month- A day to show case your hidden talents.

Employee Recognition
An award is something given to a person or group of people to recognize excellence in a
certain field. Awards are often signified by trophies, certificates, plaques, medals, badges,
pins or ribbons. An award can simply be the public acknowledgment of excellence.
TCS guarantee high motivation levels through competitive compensation packages,
stimulating job content, outstanding development opportunities, and, not the least, an
innovative recognition mechanism.
The various ways in which TCS recognizes its people are listed below:
Project milestone parties To encourage efficient execution of projects.
Recognition of star performers / high fliers To recognize outstanding talent. This is
a recognition mechanism acknowledging special effort put in by the associate. Each

location has aimed at its own set of STARS who receive due publicity in the hall of fame.
Peers, supervisors and the team members send nominations. These are viewed by a cross
functional committee of senior associates. Each STAR is given a certification of
recognition along with a gift voucher.
Nomination to coveted training programme To encourage self-development.
Best project award To promote a spirit of internal competition across work groups and
to foster teamwork.
Best PIP award To encourage innovation and continuous improvement.
Best auditor award To acknowledge participation in critical support roles.
Spot awards To ensure real-time recognition of employees.

RECRUITMENT

Recruiting is the discovering of potential candidates for actual or anticipated Organizational

vacancies it can also be called as the linking activity bringing together those with jobs to fill and
those seek.

Factors Influencing Recruiting Efforts

Organizational Requirements

Employment condition in the community

Working condition and salary

There are 10 interrelated elements that need to be considered to develop a

comprehensive recruitment work plan. They are defined as follows:

VisionA vision offers a fairly detailed scenario of what the organizations ideal
should be. The mission statement asks the question, Why are TCS here? The
vision asks, What should TCS be?
Beliefs and ValuesBeliefs and Values are declarations of universal human
values as Upheld by the people who make up the organization.
They are statements of belief in precise Language and absolute in application.
They are simply formatted, crisply stated and easily understood.
Mission statementa mission statement is a clear and concise expression of the
States Purpose and function as it relates to its responsibilities. It answers the
question, Why are TCS here?
ParametersParameters are the boundaries in which TCS are free to operate.
They are the imperatives that keep the organization true to itself and its values.
Internal AssessmentThis is a critical analysis of how the organization is
functioning in relation to its responsibilities, methods, communications,
systems of evaluation and accountability. This critique is aimed at determining
what is working and what are not working and identifying resource gaps and
redundancies.
External AnalysisThis is an environmental analysis, which seeks to predict
events and conditions that may affect the success of the organization. Categories
to include in this analysis may include: the organizations other initiatives,
social/demographic trends, economics, political, technological; and competition
and collaboration opportunities.
Identification of Critical IssuesCritical issues are those in which the
organization faces the prospect of getting either much better or much worse.
Identifying the critical issues focuses attention on the paramount threats and

opportunities and thereby provides compelling rationale for the strategic

deployment of resources.
ObjectivesThe statement of objectives is the organizations commitment to
achieve Specific and measurable end results. The objectives are what the
organization must achieve if they are to accomplish their mission and be true to
their beliefs.
StrategiesStrategies are statements of how the organization will accomplish its
stated Objectives thereby achieving its mission. Strategies are the articulation of
bold commitments to deploy the organizations resources toward the stated
objectives.
Action planAction plans are detailed descriptions of specific actions required
to implement and achieve strategies. Action plans contain step-by-step directions,
timelines, responsibilities and major milestones (milestones at which in process
results are to be evaluated.

Recruiting Sources
Internal search
Advertisement
Employee recommendation and referral
Employment agencies
Temporary help services
Schools, colleges and universities
There are numerous ways in which the organization can find employees to fill the job
vacancy. However, if the company uses the wrong type of media, it can end up spending a
lot of time re-advertising, re-interviewing or employing the wrong person. This wastes
business time and money. Below are a number of tips that should consider while deciding
the best method of recruitment advertising for the organization.
PERFORMANCE APPRAISAL SYSTEM

Almost every organization in one way or another goes through a periodic ritual,

Formally or informally, known as performance appraisal. Performance appraisal has been

called many things. The formal performance appraisal has been called a tool of
Management, a control process, an activity and a critical element in human resources
allocation. Uses for performance appraisal have included equal employment opportunity
considerations, promotions, transfer and salary increases. Primarily performance
appraisal has been considered an overall system for controlling an organization.
Performance appraisal has also been called an audit function of an organization regarding
the performance of individuals, groups and entire divisions.
Performance Appraisal. -The term performance appraisal has been called by many
names, including performance review, performance evaluation, personnel rating, merit
rating, employee appraisal or employee evaluation. A performance appraisal has been
defined as any personnel decision that affects the status of employee regarding their
retention, termination, promotion, transfer, salary increase or decrease, or admission into a
training program.

Performance Management Process at TCS

The Performance Management System is based on specific performance objectives,
which are jointly determined by subordinates and their superiors and progress towards
these objectives is periodically reviewed. Rewards are granted based on progress
towards achieving these goals. Performance Management is a basket of tools and
systems, which cater to aligning individual level performance to organizational goals.

CHAPTER 3
RESEARCH
METHODOLOGY

1.

RESEARCH METHODOLOGY

Research is a process of collecting, analyzing, interpreting and summarizing in a significant

manner for the purpose of framing out necessary conclusion and finding of data perceived
and formulated for deriving out the meaningful information. To carry our research

necessary telephonic calls needed to be done, suitable appointment were to be fixed and
therefore market survey is to be followed. Here my main objective of this training is the
study is to understand the initiatives of TCS on work life balance and their impact.

Types of Research :

The basic types of research are as follows:

a) Descriptive vs. Analytical :
Descriptive method includes surveys and fact finding enquires of different kinds. The main
purpose of the descriptive research is description of the state of affairs as it exists in the
variables; he can only report what has happened or what is happening.
On the other hand, in analytical research the researcher has to use the information or facts
already available and analyze these to make a critical evaluation of the material.
b) Applied vs. fundamental :
Research can either be applied or fundamental. Applied research aims at finding a solution
for an immediate problem facing a society or an industrial business organization, whereas
fundamental reason is generally concerned with generalizations and with the formulation of
a theory.
c) Quantitative vs. qualitative :
Qualitative research is based on the measurement of the quantity of amount. It is applicable
to the phenomenon that can be expressed in terms of quantity. Qualitative research is
concerned with phenomenon relating to or involving quality or kind.
d) Conceptual vs. Empirical
Conceptual research is related to some abstract ideas or theory. It is generally used by
philosophers and thinkers to develop new concepts or to reinterpret existing ones. On the
other hand, empirical research relies upon experiences and observations without due regard
for system and theory.
I have taken descriptive research as a medium of study for the research as I want to gain a
better understanding of the research topic. It is quantitative and usage surveys and panels
and also the use of probability sampling.

Subject of the Research

The subject undertaken for the study is An Empirical Study of Recruitment and

Performance Appraisal System at TCS

Purpose of Research

Since Performance Appraisal is a budding Concept, purpose of the study was to find out the
extent to which concept has taken its roots in the organization. The attempt is to understand
the problem faced by executives and the reasons for their reluctance, if any in the
adaptation of the concept. The ultimate attempt however is to find viable solutions and to
recommend ways for making the system a grand success in the organization.

Objective of the study

To study the recruitment policys and procedures.

To learn the ability to select a recruitment model that will improve the quality of
the present and future workforce of the organization.
To know about the learning and development of the organization.
To learn about the process of competency mapping and up gradation of competency
To learn the framework around how to achieve recruitment objectives
To Study and analyze the Performance Appraisal process of TCS.

Research Methods:
Research methods may be understood as all those methods/techniques that are used for
conduction of research. Thus research methods refer to the methods the researchers use in
performing research operations. In other words, all those methods which are used by the
researcher during the course of studying his research problem are termed as research
methods. Research methods can be put up in three groups:
A. Methods for collection of data.
B.
Statistical methods for establishing relation between data and the unknowns.
C. Methods to evaluate the accuracy of the results obtained.

Research Methodology:

Research way is a way to systematically solve the research problem. Research

methodology has many dimensions and research methods constitute a part of the research
methodology. The scope of methodology is wider than research methods.
It was intended to carry out an exploratory study of the current practices in the field of
Performance management System in the selected Companies.
Firstly a literature review was undertaken to understand various steps of appraisal Process.
Secondly the working of company was observed, current system was understood and also
the help of Branch HR and HR Executives was taken to understand their appraisal system
within the framework of purposed study.

2.

DATA COLLECTION

Data are raw facts and statistics collected together for reference or analysis. Data
collection is one of the most important stages in conducting a research. Data collection is
a demanding job which needs thorough planning, hard work, and patience to complete
the task completely.
Types of data:
Data can be divided into two types, namely quantitative and qualitative.
1) Quantitative data is numerical in nature and can be mathematically computed.
2) Qualitative data are mostly non-numerical and usually descriptive or nominal in
nature. This means the data collected are in the form of words and the sentences.
Sources of data:
Generally we can collect data from two sources primary sources and secondary sources.
Data collected from primary sources are known as primary data and data collected from
secondary sources are known as secondary data.
1) Primary data are also known as raw data. Data are collected from the original source
in a controlled or an uncontrolled environment. Personal observation is made
2) Secondary data are data obtained from secondary sources such as reports, book,
journals, documents, magazines, the web and more.
We have used secondary data in this report. Because of the following reasons:

1) They are readymade and readily available, and do not require the trouble of
constructing tools and administering them.
2) They consist of data over which a researcher has no original control over collection and
classification. Others shape both the form and the content of secondary sources. Clearly,
this is a feature, which can limit the research value of secondary sources.
3) Secondary sources are not limited in time and space. This is, the researcher using them
need not have been present when and where they were gathered.

1)
2)
3)
4)
5)
6)

Data collection techniques

Registration
Questionnaire
Interviews
Direct observations
Reporting
Sampling

These techniques are discussed below

1) Registration A registrar is a depository of information on companies

It can be used to obtain complete enumeration through a legal environment
Implemented when there is a need for accurate knowledge of the size
More incorporate information related to fiscal purposes
Registration data types, registry design,
2) Questionnaire
Forms filled in by respondents alone
May be used to collect regular or infrequent routine data, and data for specialized studies
Questionnaire requires respondents to fill out the form themselves, and so requires a high
level of literacy. When multiple languages are common, questionnaires should be prepared
using the major languages of the target group. Special care needs to be taken in these cases
to ensure accurate translations.
Questionnaires should be designed to be as a simple and clear as possible, with targeted
sections and questions to maximize return rates
Questionnaires should also be as short as possible
The information that can be obtained through questionnaires consist of almost data
variable

 Questionnaires, can contain either structured questions with blanks to be filled in,
multiple choice questions, or they can contain open-ended questions where the respondent
is encouraged to reply at length and choose their own focus to some extent.
To facilitate filling out forms and data entry in a structured format, the form should
ideally be machine readable, or at least laid out with data fields clearly identifiable and
responses pre-coded.
In general, writing should be reduced to a minimum (e.g. tick boxes, multiple choices),
preferably being limited to numerals.
3) Interviews In interviews information is obtained through inquiry and recorded by enumerators.
Structured interviews are performed by using survey forms
Open interviews are noted taken while talking with respondent
A small-scale test prior to actual use for data collection will assure better data and avoid
wasting time and money.
Open-ended interviews- focus groups and panel surveys
Structured interviews- approach for sample catch, effort and prices
4) Observations Observation is a process of recording the behavior patterns of people, objects, and
occurrences without questioning or communicating with them.
Observation can take the place in a laboratory setting or in a natural setting
The main advantage of observation as compared to questionnaire survey is you can
obtain richer and more in-depth information. You can able to catch phenomena,
characteristics, activities and other things impossible to detect by questionnaire survey
Cannot control variables in the natural setting
Researcher own values and ethics might affect his objectivity and give rise to observer
bias
Failure to observe some activities due to distractions
5) Reporting It is the most complete and commonly used source of enumeration approaches
Almost exclusively used for semi-industrial and industrial fisheries and institutions
Regular submission of basic data by companies are often in the form of logbooks
Available in pre-processed computerized format
Harvest, post-harvest, sale, trade

6) Sampling- Research work if conducted on the entire population under study becomes
too difficult to Conduct. It requires a very long time period and large resources. This
sampling is done so that a chosen number of people in the organization would represent the
entire population.
Quota sampling is done on the basis of Designations in TCS.
35% ITA (Information Technology Analyst)
15% ASE-T (Assistant system Engineer-Trainee)
50% ASE (Assistant system Engineer)

CHAPTER- 4
DATA ANALYSIS
AND
INTERPRETATIONS

DATA ANALYSIS
1. How satisfied are employees with the way in which your pay and benefits (Pension,
medical, housing) cover your expenses and needs?

Interpretation
It has been found that 50% of the employees are satisfied with pay and benefits which
cover their expenses and day to day needs whereas 30% are extremely satisfied and 20%
employees are dissatisfied with the above mentioned benefits. In spite of these 10% people
in the organisation are extremely dissatisfied.

2. Which factor motivates employees the most?

Interpretation
From the above analysis we can analyze that the 40% of the employees are motivated with
the increase in salary whereas 30% motivated with the promotion in the job from middle
level to top level of management because of their effective performance.10% of the
employees are motivated with the leave and remaining 20% motivated with the recognition
in the organisation.

3. How often do employees find work stressful?

40
35
30
25
20

Series1

15
10
5
0
Always

Sometimes

Interpretation
It has been found that 20% of employees always face more stress and performance anxiety
in meeting the targets. 30% of employees often face stress whereas 40% of employees
sometimes feel stress and anxiety and remaining 10% never face stress.

4. How satisfied are employees with the degree to which you are protected against
injuries while working with dangerous tools, machinery or equipment or dangerous work
methods?

di
ss
at
is
fie
d
Ve
ry

Sa
t is
fie
d

50
45
40
35
30
25
20
15
10
5
0

sa
tis
is
Moderatelyd

satisfied

Ex
t
fie

re
m
el

Interpretation
It has been found that 45% of the employees are satisfied with tools, machinery and work
methods whereas 20% are extremely satisfied and 20% employees are dissatisfied with the
tools & methods used. In spite of these 15% people in the organisation are extremely
dissatisfied

5. The training opportunities have really helped in improving the quality of work.

Interpretation

The above analysis shows that 45% of employees are agree with the training opportunities
provided to them which helped in improving quality of work whereas 25% are strongly
agree with same. It can be found that only 10% of employees are disagree with that and
remaining 20% are strongly disagree.

6. The job security is good

Interpretation
60% employees feel that there is job security in the organisation whereas 20% will not
satisfy with their job security.
25% of employees say that it will be not too true & remaining 5% said that it is not all at
true

7. What is the best which describes employees usual work schedule?

Interpretation
It has found that 45% of employees preferred general shift whereas 25% preferred
rotational shift as they feels comfortable in that. 20% and 10% of employees preferred
Staggered and flexible shift in their work schedule.

8. How is the working environment?

Interpretation
From the above analysis it has been found that 60% of employees preferred participative
working environment whereas 15% wanted autonomy environment.

15% preferred whimsical work environment and 10% wanted Red tapism in the
organisation.

9. The superior is helpful to employees in getting the job done

Interpretation

It has found that 50% of employees are agree with the superior as the superior is extremely
helpful in getting their job done whereas 10% are disagree with this statement. The analysis
shows that 30% of employees are strongly agree with this and 10% feels strongly disagree.

10. The infrastructure facilities are good or not

Interpretation
It has been found that 75% of employees are satisfied with the infrastructure facilities
whereas 25% are dissatisfied.
The 20% employees are satisfied with air conditioned, 20% with recreation, 10% with
lightening and ventilation and remaining with other facilities.

CHAPTER 5
FINDINGS
&
CONCLUSIONS

FINDINGS

The research was originally sparked off by research, which led to the hypotheses

outlined about the contribution of facets of work life and need fulfilment in the prediction
of quality of work life.

In order to find answers to these questions, research was done by means of

questionnaires. Information was gathered which includes biographical data that describes
different groups that are found in the population, the degree of satisfaction with and
importance of different facets of work life and the degree to which needs are fulfilled and
prioritized.

The purpose was to determine what independent variables predict satisfaction with

quality of work life best, in order for the organisation to focus resources and energy on
those aspects that could make a significant difference.

The main purpose was to obtain data that will enable the management to improve the

well-being of the people of the organisation.

The relationship between facets of work that predict overall satisfaction with quality

of work life, as well as the benefits of satisfaction to the well-being and mental health of
members of an organisation.

The main findings will be summarized and discussed in relation to the literature

survey. The problems that were encountered will be mentioned, certain recommendations
made and suggestions will be made for future studies.

CONCLUSIONS
TATA CONSULTANCY SERVICES LTD (TCS) is one of the leading software companies
of India. At TCS Lucknow which may sound to be a small branch but has accommodated
more than 360 associates of which some are offshore onsite. Managing such a woofing
number is a challenging task for TCS HR Lucknow. Giving a bird eye to the various HR
process and policies all I can conclude that each and every process is to be more well
defined with a back up plan and should be meticulously updated from time to time referring
to the needs of the organization, the changing trends and most importantly the needs of the
associates because they are the foundation of such a big empire.
One of the most important points that I would highlight in my report that, it is only at TCS
that the attrition rate is yet the lowest due to the brand name in the industry. Thus the HR
department has a wide scope to develop binding among the employee.
It is still good to find that, HR team is on their toes to get the best talent. The method of
recruitment for categories like fresher and lateral recruits is chosen on the following basis

Effectiveness of the method

Cost involved in the method

Employment condition of the organization

Requirements of the organization

TCS uses a well-balanced technique for recruitment. The learning community at TCS is
one of the leading in the industry. Starting from the beginning with the ILP program and
the continuous programs which keep on happening keeps the associates profile updated.
Trainings are an ongoing process at TCS, whose intensity could be measured by the fact
that TCS Lucknow has few training rooms specifically for the purpose. The branch
learning group at TCS works round the clock organizing training sessions both technical
as well as generic managerial.

CHAPTER-6
SUGGESTIONS
And

RECOMMENDATIONS

SUGGESTIONS & RECOMMENDATIONS

It is recommended to the company that findings mostly stressed on one major point

that is lack of awareness among employees regarding various HR Processes (Performance

management-some employees dont know on which parameters their performance is
judged, which technique is used in performance management system) thats why there is a
need of counseling, some sessions should be taken by HR-executives to make employees
aware so that all their queries can be resolved and they also feel comfortable.

It is recommended to the company that firm can make use of latest techniques like

360 degree, MBO (Management by Objective) so that subordinates also get chance to
appraise their supervisors.

Project end approvals should be followed up regularly to attain perfection in every

execution. In case there is any negligence, the organization can rectify as early as possible,
else it might be pretty costly to TCS.

It is recommended to the company that goals should be flexible as in 6 months

duration they might change. In this competitive era, it has become a necessity for any

organization to be active and dynamic to cope up with the competitors. Hence goals should
be so dynamic that alterations can be made as and when required.

It is recommended to the company that there should be workflow tracking of

feedback sessions also.

Feedback sessions generally tend to reveal more and more ideas and openings not on

about the plans but also regarding the procedures being followed. When a mistake is
detected, immediately remedial steps are taken, with minimum loss to the company.

It is recommended to the company that 360-degree feedback should be incorporated

at every possible step. It will be highly beneficial to the organization as biasness can be
avoided.

Further, the details about the employees performance, cooperation, leadership

capabilities etc. can be well mapped and again necessary changes can be made as and when
required.

It is recommended to the company that Employees should be made aware about the

factors considered for their performance appraisal at the time of their joining so that they
can put their best foot forward.

Also the research proves that there is no proper system of feedback to the employees

after their appraisal. A proper system of individual feedback giving process needs to be
established.

It is recommended to the company that the feedback should point out the strengths

and weakness of the employees. Also proper training and counseling needs to be organized
so that the employees can overcome their weakness.

The best solution that I would suggest to handle the above mentioned problems is to

create a performance management website that would be accessible to all employees of

TCS. To maintain secrecy, individual employees will be given password for having access
to the site. All the policies of the organization relating to career development, training,
performance appraisal, promotions, and transfers will be uploaded on the site. Individual

employees can also have access to their ratings, feedback and other information relating to
their appraisal on the site by entering their password. Also there should be proper checks
and filters to minimize the biases in the appraisal of an employee by his/her superior.

BIBLIOGRAPHY

http://www.scribd.com/doc/30542683/Questionnaire-on-Quality-of-Work-

Life

https://www.studymode.com/join.php

http://www.studymode.com/essays/Talent-Management-At-Tcs-458781.html

http://wiki.answers.com/Q/Introduction_of_quality_of_work_life

http://www.tcs.com

http://www.tcs.com/industries/telecom/Pages/default.aspx

http://www.tcs.com/about/research/Pages/default.aspx

www.moneycontrol.com/india/.../tata-consultancy-services/TCS

http://en.wikipedia.org/wiki/Tata_Consultancy_Services

www.tcs.com/about/corp_facts/leadership_team/

ANNEXURE
Confidential Questionnaire
1. How satisfied are you with the way in which your pay and benefits (Pension, medical,
housing) cover your expenses and needs?

Very Dissatisfied

Moderately Dissatisfied

Very Satisfied

Extremely Satisfied

2. Which factor motivates you the most?

Salary increase

Promotion

Leave

Recognition

3. How often do you find work stressful?

Always

Often

Sometimes

Never

4. How satisfied are you with the degree to which you are protected against injuries while
working with dangerous tools, machinery or equipment or dangerous work methods?

Very Dissatisfied

Moderately Dissatisfied

Satisfied

Extremely Satisfied

5. The training opportunities have really helped in improving the quality of work.

Strongly Agree

Agree

Disagree

Strongly disagree

6. The job security is good

Very true

Somewhat true

Not too true

Not at all true

7. Which of the following best describes your usual work schedule?

General shift

Rotational shift

Staggered shift

Flexible shift

8. How is the working environment?

Participative

Autonomy

Whimsical

Red Tapism

9. The superior is helpful to me in getting the job done

Strongly Agree

Agree

Disagree

Strongly disagree

10. Does the infrastructure facilities is good

Yes

No

If, yes which of the following would you like

Air-condition

Recreation

Lightening and ventilation

Others