Summer Training Report

On

"Human Resource
Resource””
In
ISON BPO INDIA PVT. LTD.
Submitted in partial fulfillment of the requirement

of the award of degree of

Masters in Business Administration

Submitted to: Submitted by:

Dept. of IMSAR Anu
MBA 5.9(b)
Roll No. - 914
ACKNOWLEDGEMENT

This project work which is my first step in the field of

professionalism, has been successfully accomplished only because of my
timely support of my well wishers. I would like to pay my sincere thanks
to those, who directed me at every step in my project work.

I extended my sincere thanks and gratitude towards the staff of ISON

BPO INDIA PVT. LTD. for help and valuable support thorough out of
the team of the project.

Anu
 DECLARATION
I Anu Roll No.914 of MBA 5.9(b), IMSAR, affiliated to M.D.
University, Rohtak, hereby declare that the summer training report
entitled “Human Resource in ISON BPO INDIA PVT. LTD.” is an
original work and the same has not been submitted to any other institute
for the award of any other degree.

Signature of the candidate

 Table of Contents

1. Introduction.............................................................................…..1-17
a) Introduction of the project...........................................................1-7
b) Company Profile .................................................................... 8-15
c) Objective of the Study ..................................................................16
d) Scope of the Study ...…………...……………………........…….17
2. Research Methodology................................................................18-25
3. Data Analysis and Interpretation ....................................……..26-41
a) Analysis and Interpretation……………..………………….....26-40
b) Findings……………………………………..…………..…….....41
4. Conclusions and Suggestions……………………...………..….42-45
a) Conclusion……………………………..……………..................42
b) Suggestions…………...……………...…………………….…43-44
c) Limitations……………………………………………………….45
5. Annexure ………...………..…………..……….………………46-49
a) Questionnaire…………………………….....……..………….46-48

b) Bibliography…...……………………………...…………………49
Introduction
INTRODUCTION TO THE PROJECT
Organization is nothing but a group of people whose activities
have been planned & coordinated to meet organization objectives. An
organization that exists to produce & services has a good chance to
service & prosper it. It consists of right people.

The vast majority of people work to support themselves & their

families. But people work for many other reasons other than economic
security e.g. many also work to keep busy & feel useful, to create &
achieve something. They want to gain recognition & achiever status or
to test & stretch their capabilities. To meet these multifarious needs,
people & organization join forces.

The biggest challenge to an the manager is to make all employees

contribute to the success of the organization in an ethical & socially
responsible way. The society well-being, to a

large extend depends on its organization particularly business

organization. It is the business organization which makes goods &
service available, provided job, generate wealth & land stability &
security to the people.

To assist employees in achieving their personal goals, at least in so for as

these goals enhance the individual’s contribution to the organization.
Personal objective of employees must be met if workers leave the
organization is to be maintained retained & motivated.

Otherwise, employee performance & satisfaction may decline &

employee may leave the organization.

Human resource is the important factor of the organization. If this factor

is not satisfied or not work properly then organization cannot achieve
their target.

For that purpose employees are of ten asked to supply ISON BPO
INDIA Pvt. Ltd. information about the content of job, given their
familiarity with it. An organization expects accurate information about
the job as well as organization also concerned about the employee’s
reaction to having their jobs analyzed. In order to prevent employee dis-
satisfaction uncertainty & anxiety, organization should communicate the
reason for conducting the job analysis & keep the employee informed
about employee
 satisfaction process.

Organization must meet their goals by which employees feel

satisfied in their work lines due to the key strength of the company
determined by the human power of the organization. Basically two types
of functions performed by HR Manager these are operative &
managerial both functions are helpful to get the employee satisfaction
working in the company.
 FUNCTION OF HRM

Operation Functions Managerial Function

EMPLOYEE
SATISFACTION

Wages
Nature of work
Promotion Chances
Supervision
Work Group
Working Conditions
 Employee satisfaction surveys are a ISON BPO Pvt. Ltd. tool to a
measure and benchmark the satisfaction of employees. Local and
productive employees are any business’s most ISON BPO Pvt Ltd.
asset, yet few take time to measure their employees’ satisfaction.
Even fewer track how this measure moves over time.

 High employee satisfaction levels can reduce employee turnover.

Dissatisfied employees tend to perform below their capabilities,
result in high turnover of staff and leave their jobs relatively
quickly and are not very likely to recommend the company as an
employer.

 Employee satisfaction research give employees ‘a voice’ and also

allow the pinpointing of problematic areas leading to the raising of
staff satisfaction levels, developing and reviewing of staff
management and optimizing corporate communication.

 Issues covered include the current workplace situation,

management styles/attitudes, internal communications, workplace
atmosphere, corporate culture/vision and image.
 Employee satisfaction research encompasses many different research
techniques but the measurement of satisfaction is only the first step to
improving employee satisfaction.

Job Satisfaction is influenced by:

Opportunity

Stress

Leadership

Work Standards

Fair Rewards

Adequate
authority

Research done by various researcher shows that satisfied, motivated

employees will create higher customer satisfaction and in turn positively
influence organizational performance. Noticing this trend, many
organizations are investing in measuring and quantifying employee
opinions and attitudes by incorporating Employees Satisfaction Surveys
into their existing HR and organizational processes.
By establishing frequent and consistent employee feedback
processes, enterprises can retain and develop their most JSL Arc. Ltd.
asset: employees.
Benefits of Employee Satisfaction:

More Accurate Perspective:

Organization achieve a more accurate view of current policies and a
more clear perspective of issue that are of priority to employees than
others, such as benefits versus career development, versus
compensation.
Increased Employee Loyalty:
By quantifying and analyzing employee attitudes and opinions,
enterprises can identify problem areas and solutions to create a
supportive work environment encouraging a motivated and loyal
workforce.
Training Needs Assessment:
Employees Satisfaction Surveys aid in developing individual goals
and career potential. With more insight into their opinion and attitudes,
management can establish professional development initiatives.
Improved Customer Service:
Because motivated employees are critical to improved
organizational initiative, such as increasing customer satisfaction,
enterprises that value had strive for greater employee satisfaction
ultimately create higher customer satisfaction.

A comprehensive employee satisfaction process can be keys to a

more a motivated and loyal workforce leading to increased customer
satisfaction and overall profitability for an enterprise.
 COMPANY PROFILE

ISON BPO INDIA PVT. LTD.

INTRODUCTION TO COMPANY

iSON BPO is the leading Business Process Outsourcing firm, with

a strong focus in sub-saharan Africa with presence in 19 countries and
12,500 employees... We help telecom organizations to move from
transactional processing to customer lifecycle management (CLM),
enabling monitoring and reduction of cost per customer while
increasing ARPU & retention... We assist BFSI institutions realize
the business value through an integrated services approach resulting
in optimized processes for Customer Lifetime Value, agile & robust
systems & processes and real-time analytics.

Company Overview
ISON BPO Private Limited operates call centers. The company offers
outsourced voice and customer relationship management services to
companies across Africa. The company has operations in 10 African
countries, employing about 3400 people. The company was formerly
known as Spanco BPO Africa Limited. The company is based in
Nairobi, Kenya. As of August 15, 2013, ISON BPO Private Limited
operates as a subsidiary of ISON Growth.
VISION
To be a leading Management Consulting
Organization that helps companies to apply modern
management as a way of life.

Mission
• Attain product leadership through state of art processing facilities and
practices
• Increase business share in the market with a focus on specific sectors
• Create new markets by promoting special finishes in Stainless Steel
• Continuously reach out to new customers
• Timely delivery of products as per Customers
Quality requirements
• Comply with all applicable Statutory /
Regulatory requirements
• Minimize Energy Consumption and Steel Waste

VARIOUS FUNCTIONS:
The company has different departments to ensure smooth functioning of
the plant and to meet customer’s expectations. The major functions of
various departments are as follow:
1) MARKETIG
2) DESIGN & DEVELOPMENT
3) PRODUCT PLANNING & CONTROL
4) TOOL ROOM
5) MATERIALS
6) PRODUCTION (FORGING)
7) HEAT TREATMENT
8) FINISHING
9) QUALITY ASSURANCE
10) LABORATORY
11) PRODUCTION (SEC)
12) MAINTENANCE
13) FINANCE
14) HUMAN RESOURCE DEPARTMENT
15) SYSTEM INTEGRATION GROUP

SWOT ANALYSIS OF ISON BPO Pvt. Ltd.:-

STRENGTHS
 Focus on lean manufacturing WEAKNESS & Scrap reduction
through six Sigma initiative.
 Brand image of company
 International market
 Ability to produce widest range of fasteners & of various standards
India
 Received regional export from EEPC India
 Well established in norther India
 Competitive cost
 Participation in different trade fairs.

WEAKNESS

 Delay in delivery

 Less wide network in south Compared to northern India.

 Odd location (as compared to well established cities like Noida.

Gurgaon, Delhi etc. Company is not fully committed to its
Employees.

OPPORTUNITIES

 New Markets in South

 Demand generation in OEM’S

 Walking as per plans

THREATS

 From increase in the number of competitors.

 Cost reduction of its product

 OBJECTIVE OF THE STUDY
 To find out the importance of already existing policies or bringing
satisfaction among the employees.
 To find out healthy relationship between employees and
management and recommend them respectively.
 To assess the existing satisfaction level of the employees.
 To check out the satisfaction level of employees regarding the
existing HR policies.
 To check out better working condition and smooth functioning in
the organization.
 SCOPE

In this project, Focus is on measuring the satisfaction of employee at

ISON BPO Pvt. Ltd. Satisfaction is measured in term of various
parameters like salary & wages, employee welfare, training &
development etc.

For student or academicians, it gives the guidelines for conducting such

surveys. It assists the management to take corrective actions in order to
give maximum satisfaction to their employees.

This project provides the basis of innovation, identifies the critical areas
to satisfy an employee and, is an aid to decision making.
 RESEARCH
METHODOLOGY
 Research Methodology

Research is an art of scientific investigation. It refers to a search for

knowledge. The advance Learner’s Dictionary English lays down the
meaning of research as, “A careful investigation or inquiry especially
through search for new facts in any branch of knowledge.”
Research Methodology is a way to systematically solve the research
problem. The research begins its formation when the problem or
objective of the research is identified for which a research report is
conducted. The main objective for which this report is carried out is
to find out “ Satisfaction level of employees at ISON BPO Pvt. Ltd.” .

Types of research:-
i) Descriptive:- Descriptive research includes surveys and
fact-findings enquiries of different kind. The major
purpose of descriptive research is description of the state
of affairs as it exists at present. The main characteristics of
this method is that the researcher has no control over the
variables; he can only report what has happened or what is
happening.
ii) Analytical:- In Analytical research, the researcher has to
use facts or information already available, and analyze
these to make a critical evaluation of material.
iii) Applied:- It aims at findings a solution for an immediate
problem facing a society or an organization/business
organization.
iv) Fundamental:- Fundamental research is mainly
concerned with generalizations and with the formulation
of a theory. Research studies concerning human behaviour
carried on with a view to make generlisations about
human behaviour is an example of fundamental research.
v) Quantitative:- It is based on the measurement of quantity
or amount. It is applicable to phenomena that can be
expressed in terms of quantity.
vi) Qualitative:- It is concerned with qualitative
phenomenon, i.e., phenomena relating to or involving
quality or kind. For instance, when we are interested in
investigating the reasons for human behaviour(i.e. why
people think or do certain things), we quite often talk of
‘Motivation Research’, an important type of qualitative
research.
 vii) Conceptual:- Conceptual research is that related to some
abstract idea(s) or theory. It is used by
philosophers and thinkers to develop new concepts or to
reinterpret existing ones.
viii) Empirical:- Empirical research relies on experience or
observation alone, often without due regard for system and
theory. It is data-based research, coming up with
conclusions which are capable of being verified by
observation or experiment.

In this present study descriptive type of research is used.

Research Design:-

A research design is the arrangement of conditions for collection and

analysis of data in a manner that aims to combine relevance to the
research purpose with economy in procedure. In fact, the research design
is the conceptual structure within which research is conducted; it
constitutes the blueprint for the collection, measurement and analysis of
data.

Different types of Research Design are as follows:-

1. Research design in case of exploratory research studies.
 2. Research design in case of descriptive studies.
3. Research design in case of diagnostic research design.
4. Research design in case of hypothesis-testing research design.

In this study Descriptive research studies is used because descriptive

research studies are those studies which are concerned with describing
the characteristics of a particular individual, or a group and situation etc.
and in this report the descriptive research design is used to find out
the satisfaction level of employees at ISON BPO Pvt. Ltd.

The design in such studies must focus attention on the following or

process in descriptive research design is as follows:-
(a) Formulating the objective of the study.
(b) Designing the methods of data collection.
(c) Selecting the sample
(d) Collecting the data.
(e) Processing and analyzing the data.
(f) Reporting the findings.
Sources Of Data:-

The task of data collection begins after a research problem has been
defined and research design plan chalked out. Basically two types of
data are available to the research namely:-

 Primary Data:- We collect primary data during the course of

doing experiments research but in case we do research of the
descriptive type and performs surveys, whether sample survey or
census surveys, we can obtain primary data either through
observation or through direct communication with respondents in
one form or another or through personal interviews.

 Secondary Data:- Secondary data means data that are already

available i.e., they refer to the data which have already been
collected and analyzed by someone else.
In the present study, primary as well as secondary data has been
used.

Sample Design:-
In most of the research design it becomes almost impossible to examine
the entire universe. So the only alternative is to report to sampling.
Universe and Survey Population:-

Universe is the set of objective to be studied. It can be finite and infinite.

And survey population is a part of universe that represents the whole
universe.
In this present study universe is 120 and survey population is 100
peoples.

Sample Size:-

In this present study we have taken the sample size of 100 employees to
get their views regarding how much they are much satisfied with their
job, training provided to them for their future growth and other facilities
provided to them. These 100 people included employees of different
level working in ISON BPO Pvt. Ltd.

Sampling Method:-
In the present study, convenience sampling method has been used.
Data Collection Method:-
In dealing with any real life problem it is often found that data at hand
are inadequate, and hence, it becomes necessary to collect data that are
appropriate.
There are several ways of collecting data which differ considerably in
context of a survey, data can be other resources at the disposal of the
researcher.
Primary Data can be collected through various methods like:-
 Questionnaire method
 Observation Method
 Through Schedules
 Interview method

In the present study Primary data is collected through

Questionnaire cum personal interview method.

Secondary data can be collected though various methods like:-

 Magazines
 Newspapers
 Websites
 Books

In the Present Study Secondary Data is collected through:-

 Different Websites
 Company Journals
 Books
Analysis & Interpretation of Data:-

Data collection through Questionnaire resulted in availability of the

desired information but these were useless until these were analyzed.
Various steps required for this purpose were editing, coding and
tabulating. Tabulating refers to bringing together similar data and
compiling them in an accurate and meaningful manner. In this present
study the data collected by questionnaire was analyzed, interpreted
with the help of table, pie charts and bar diagrams.
ANALYSIS OF DATA &
INTERPRETATION OF
SATISFACTION LEVEL
OF EMPLOYEES
 1.) SATISFACTION LEVEL OF EMPLOYEES ABOUT THEIR
COMMUNICATION WITH SUPERIOR
Table-1
Various Response %age
Strongly Agree 35
Agree 37
Neutral 8
Disagree 20
Strongly Dis-agree 0
Total 100
Graph-1

Interpretation:-
35% employees strongly agree that superior communicate to them what
8% they expect and 37% employees are also quite but 8% employees are not

51%
agree with this statement and 20% employees are disagree with the
statement.

2.) SATISFACTION LEVEL OF EMPLOYEES ABOUT THEIR

INTEREST OF JOB
Table-2
Various Response %age
Strongly Agree 20
Agree 50
Neutral 16
Disagree 14
Strongly Dis-agree 0
Total 100
Graph-2

Interpretation:- 20% employees states their job are very interesting

and 50% employees also quite satisfy with the nature of the job they
perform but 16% are neutral and 14% are disagree with interest of job.
3.) SATISFACTION OF EMPLOYEES ABOUT HOLIDAYS
PROVIDED BY COMPANY
Table-3
Various Response %age
Strongly Agree 36
Agree 40
Neutral 8
Disagree 16
Strongly Dis-agree 0
Total 100
Graph-3

Interpretation:- 36% employees are very much satisfaction with

holidays provided by organization and 40% employees are quite
satisfied but 8% employees neutral with the statement and 16%
employees are dissatisfied with holidays by the company.

4.) SATISFACTION LEVEL OF EMPLOYEES ABOUT

WORKING HOUR
Table-4
Various Response %age
Strongly Agree 28
Agree 50
Neutral 8
Disagree 10
Strongly Dis-agree 4
Total 100
Graph-4

Interpretation:-28% employees are very satisfied with their working

hour in the organization and 50% employees are also satisfied with
working hour, 8% employees are quite satisfied, 10% people are
disagree and 4% employees are strongly disagree with their working
hour in the organization.

5.) SATISFACTION LEVEL OF EMPLOYEES ABOUT

TRAINING & DEVELOPMENT
Table-5
Various Response %age
Strongly Agree 20
Agree 30
Neutral 12
Disagree 16
Strongly Dis-agree 22
Total 100
Graph-5

Interpretation:- 20% employees are very much satisfied with training

& development Program provided by company and 30% employees are
satisfied with training & development 12% employees are quiet satisfied
with training & development 16% employees are not satisfied and 22%
employees are strongly disagree.
6.) SATISFACTION LEVELOF EMPLOYEES ABOUT
AUTHORITY & RESPONSIBILITY
Table-6
Various Response %age

Strongly Agree 8

Agree 64

Neutral 12

Disagree 12

Strongly Dis-agree 4

Total 100

Graph-6
Interpretation:- 8% employment are very satisfied with authority &
responsibility and 64% employees are satisfied and 12% employee are
quite satisfied but 12% employees are dissatisfied and 4% employees are
very dissatisfied with and 4% employees are very dissatisfied.

7.) SATISFACTION LEVEL OF EMPLOYEES ABOUT SAFETY

MEASURES
Table-7
Various Response %age
Strongly Agree 12
Agree 60
Neutral 16
Disagree 12
Strongly Dis-agree 0
Total 100
Graph-7
Interpretation:- 12% employee are very much satisfaction with safety
measures. 60% employees are satisfied and 16% employees are quite
satisfied and 12% employees are disagree with safety measures provided
by organization.

8.) SATISFACTION LEVEL OF EMPLOYEES ABOUT ACTION

TAKEN BY SENIOR FOR EMPLOYEES GREIVENCES
Table-8
Various Response %age
Strongly Agree 16
Agree 48
Neutral 24
Disagree 8
Strongly Dis-agree 4
Total 100
Graph-8
Interpretation:-16% employees are very much satisfied with action
taken by seniors for employees grievances and 48% employees are
satisfied and 24% employees and 24% employees are quite satisfied but
8% employees are dis-satisfied action taken by seniors for employees
grievances and 4% employees are very dis-satisfied.
9.) SATISFACTION LEVEL OF EMPLOYEES ABOUT
REWARDS & RECOGNITION SYSTEM
Table-9
Various Response %age
Strongly Agree 8
Agree 28
Neutral 24
Disagree 28
Strongly Dis-agree 12
Total 100
Graph-9
Interpretation:-8% employees are very much satisfied with rewards &
recognition system of the company and 28% employees are satisfied
24% employees are quite satisfied but 28% employees are dissatisfied
with rewards & recognition system and 12% employees are very
dissatisfied.

10.) SATISFACTION LEVEL OF EMPLOYEES ABOUT

CANTEEN FACILITY PROVIDED BY COMPANY
Table-10
Various Response %age
Strongly Agree 0
Agree 36
Neutral 20
Disagree 16
Strongly Dis-agree 28
Total 100
Graph-10
Interpretation:-36% employees are very much satisfaction with canteen
facility provided by company and 20% employees are quite but 16%
employees are dissatisfied with canteen facility provided by company
and 28% employees are very dissatisfied with canteen facility.

11.) SATISFACTION LEVEL OF EMPLOYEES ABOUT SALARY

Table-11
Various Response %age
Strongly Agree 16
Agree 32
Neutral 8
Disagree 32
Strongly Dis-agree 12
Total 100
Graph-11
Interpretation:-16% employees are very much satisfied with their
salary. 32% employees are satisfied and 8% employees are quite
satisfied but 32% employee are disagree with their salary and 12%
employees are strongly disagree with their salary.

12.) SATISFACTION LEVEL OF EMPLOYEES ABOUT WORK

PLACE
Table-12
Various Response %age
Strongly Agree 28
Agree 40
Neutral 20
Disagree 8
Strongly Dis-agree 4
Total 100
 Graph-12

Interpretation:- 28% employees are very much satisfied with their

work place. 48% employees are satisfied and 20% employees are quite
satisfied but 8% employees are disagree and 4% employees are strongly
disagree with work place.

13.) SATISFACTION LEVEL OF EMPLOYEES ABOUT

PROMOTION POLICY
Table-13
Various Response %age
Strongly Agree 16
Agree 20
Neutral 20
Disagree 28
Strongly Dis-agree 16
Total 100
Graph-13

Interpretation:-16% employees are very much satisfied with promotion

policy. 20% employees are satisfied and 20% employees are quite
satisfied but 28% employees are dissatisfied and 16% employee are very
dissatisfied with promotion policy.

14.) SATISFACTION LEVEL OF EMPLOYEES ABOUT THEIR

PERFORMANCE APPRAISAL SYSTEM
Table-14
Various Response %age
Strongly Agree 12
Agree 52
Neutral 12
Disagree 16
 8
Strongly Dis-agree
Total 100
Graph-14

Interpretation:-12% employees are very much satisfied with their

performance appraisal from their superior. 52% employees are satisfied
and 12% employees are quite satisfied with their performance appraisal
system but 16% employee are disagree and 8% employee are strongly
diaagree with their performance appraisal system.

15.) SATISFACTION LEVEL OF EMPLOYEES ABOUT THEIR

FUTURE GROWTH IN THE COMPANY
Table-15
Various Response %age
Strongly Agree 12
Agree 52
Neutral 20
Disagree 8
Strongly Dis-agree 8
Total 100
Graph-15

Interpretation:-12% employees are very much satisfied about their

future growth in the cmpany. 52% employees are satisfied and 20%
employees are quite satisfied with their career but 8% employee are
disagree and 8% employee are strongly disagree about their future
growth

FINDINGS

 Local talents need to be recruited in ISON BPO Pvt . Ltd.

 ISON BPO Pvt . Ltd. needs to focus on betterment of society.
 Training is not made as per new requirement.
 Promotion and increment policy needs to be revised.
 Self appraisal is required.
 More outdoor tours are needed for training.
 Management policies are not discussed with every dept. before
implementation.
 Canteen’s food & snacks are not hygienic of good quality &
cheaper rate.
 Morale building is required.
 Need to improve information system.
 Management policy needs to be transparent.
 Need to pay attention on promotion at lower level.
 Working facilities like gloves, glasses, helmets & fans etc. needs
improvement .
 Conveyance facilities need to be provided.
CONCLUSION

CONCLUSION
In conclusion it can be said that employees in ISON BPO Pvt . Ltd. is
satisfied with the communication with their superiors. They are satisfied
with their interest of job. They are satisfied with holidays provided to
them. They are also satisfied with their working hour of their job.
Employees are not so much satisfy with their training and development
program provided to them. They are satisfied with the authority and
responsibility given to them. Employees in ISON BPO Pvt. Ltd. are
satisfied with the safety measures used in the organization. They are also
satisfied with the co-operation from co-workers. They are also satisfied
with the action taken by their seniors for employee grievances.
Employees are not satisfied with their reward and recognition system.
Food provided in the canteen is not up to the mark. Employees are not so
much satisfied with their salary. They are also not much satisfied with
their workplace and promotion policy. They are not satisfied with the
welfare activities.
 SUGGESTIONS
 Adequate rewards must be given to the employee either rewards may
in the form of monitory & non-monitory.

 Employees must be recognized by their potential or efforts apply in

their jobs.

 The food provided to the employees must be hygienic & of good

quality in course of health of the employees.

 Salary must be provided to the employees according to their potential.

 Adequate welfare activities should be adopted by company in regular

intervals.

 Conflicts should be handled efficiently & proper process should be

adopted.

 Grievance should equally with all the employee working in the

organization.

 Plans made should be strictly implemented it should not be in papers.

 Company should start its own conveyance facility for the comfort of
employees.

 Company should start medical claim & insurance scheme for each
category of employees.

 Meditation or yoga classes should be started so as to reduce the stress

of employee.

 There’s need to focus more on fulfilling social responsibility towards

society.
 LIMITATIONS

 Sample size does not exactly represent the total population.

 Language problem while interacting with few south Indian

employees.

 Response from respondents may be different from actual view.

Respondents might not disclose actual views.

 As the study was conducted at one branch (group) only, result

involving may not be true at zonal level.
ANNEXURE
EMPLOYEES SATISFACTION
QUESTIONNAIRE

The questionnaire contains a number of statements related to human

resource policies, systems and practices of the organization. The
participants are required to choose one option as their response out of
five options given for each statement. These options are based on FIVE
POINTS SCALE – Strongly agree (SA), Agree (A), Neutral (N),
Disagree (D) and Strongly disagree (SD).
It is assured that individual response would be kept confidential and
only the conclusion or common views will be communicated to the top
management.

Response
S. Statements
No. S A N D SD
A
1. My superior communicate clearly as
to what is expected of me.
2. My job is interesting enough to
perform it well.
3. The number of holidays provided by
company is sufficient
4. The working hour in the company
Industrial Relation Satisfied.
5. Training & development is
satisfactory
6. The responsibility and authority are
clearly defined.
7. The safety measures are sufficient
8. The senior take immediate & suitable
action to redress grievance of
subordinate.
9. Adequate reward & recognition
system in the organization
10. The food & snacks provided in the
canteen are hygienic & of reasonably
good quality.
11. Are salary is given as per the
capabilities of the employees and
ability of firm
12. My work place is need & clean.
13. Are promotion policy of the company
is well defined & in practice.
14. The good performance always
receives praise from superiors.
15. My career will have enough growth
in ISON BPO Pvt . Ltd.
 BIBLIOGRAPHY

 Kothari. C.R. Research Methodology- Methods and techniques,

New Delhi, Wiley Inernational Ltd.,2014
 Aswathappa.. K. Organizational Behaviour, New Delhi, Himalaya
Publishing House, 2014
 Raom V.S.P Human Resource Management – Text & Cases, New
Delhi, Excel Books, 2013.
 Deshpande, Milind V,. TQM & ISO, Pune, Symbiosis Centre for
Distance Learning, April, 2013.
 Stephan P. Robbinson, Organizational Behaviour, New Delhi,
Prentice Hall of India, 2011.
 Websites:- www.isonbpo.com