CHAPTER-I

INTRODUCTION

1
 INTRODUCTION

Employees at the grass root level experience a sense of frustration because of

low level of wages, poor working conditions unfavorable Terms of employment, by
their superiors and the like where as managerial personnel feel frustrated because of
alienation over their conditions of employment, inter-personnel Conflicts, role
Conflicts, job pressures, lack of freedom in work, Absence of challenging work etc....

Job discontent and job pressures have their substantial effect on employees
health in the form of reduction in general happiness, increase in smoking drinking and
putting on excessive body weight etc....Frustration also be due to absence of
recognition, tedious work, unsound relations with co-workers, poor working
conditions, low self esteem, occupational stress, work heavy load, monotony, Fatigue,
time pressures, lack of stability and security etc. in view of the contemporary
managerial problems, the present day employees are much concerned about high
wages, better benefits, challenging jobs etc...

MEANING:
In the recent past, the tense “quality of work life “has appeared in research
journals and the press with remarkable regularity. Despite this, there is no general
definition of the concept it has become a casual phrase encompassing whatever
improvement in general organization climate the practitioner or researcher has
observed.

However some attempts were made to describe the tense QWL. It refers to the
favorableness or unfavorableness of a job environment for people. QWL means
different things to different people. J. Richard and. LOY defines QWL as “the degree
to which members of a work organization are able to satisfy important personal needs
through their experience in the organization.

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DEFINITION:

QWL improvements are defined as any activity, which take place at every
level of and organization, which seeks great organizational effectiveness through
enhancement of human degree and growth........ a process through which stake hold
ness in the organization – management ,unions and employees learn how to work
together better.... to determine for themselves what actions, changes and
improvements are desirable and workable in order to achieve the twin and
simultaneously goal both the company and the unions.

There are some benefits by enriching jobs they are

 Growth of the individual.

 And they have better job satisfaction.

 Self actualization of the individual.

 Better employee performance for the organization.

 Organization gets intrinsically motivated employees.

 Less absenteeism, turnover and grievances for the organization.

 Full use of human Resource for society.

 QWL shows the effectiveness of the employees interpersonal communication

skills, career counseling.

In which both organization and employees are benefited through this adoption
of quality of work life.

3
NEED FOR THE STUDY

The success of any organization is highly dependent and how it attracts,

recruits, motivates and retains its work force. Today organization needs to be more
flexible so that they are equipped their work force and enjoy their commitment.
Therefore organizations are required to adopt a strategy to improve the employees
‘quality of work life’. To satisfy both the organizational objectives and employees
needs. One of the ways to accomplishing QWL is through job design. In which it is
having some options for improving the job design.

 Leave the job as is, but the employees more.

 Mechanized and automate the routine jobs.

 And the Area that organization development loves-re-design the job.

Where by adopting QWL there are two spectrums to follow job-enlargement

and job-enrichment. Where job enlargement is more variety of tasks and duties to the
job in which these tasks are performed by the employees. This can also be
accomplished by job rotation and job-enrichment on the other hand adds additional
motivators where it adds depth to the job more control, responsibility and discretion to
how the job is performed.

SCOPE OF THE STUDY

The study with the prime objectives of ascertaining the employees towards the
Quality of work life program, which are required to perform their jobs effectively.
The studies include managers and employees.

4
OBJECTIVES OF THE STUDY

These are the Objectives which I have been thought from the Company:

 To understand core values of EXPRESS ROADWAYS PVT LTD with

respect to HR.

 To know what company contributing for the QWL.

 To evaluate the effectiveness and understand the perception of employees

towards the QWL.

 To suggest measures for further improvement of QWL.

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METHODOLOGY OF THE STUDY

Nature of study

The study was totally a fact –finding study. The main aim of this is to identity
and evaluates the training and development program given to the employees working
in KESORAM.

Study Area

The study has been conducted in EXPRESS ROADWAYS PVT LTD

Sample Design

A sample design is definite plan determined before data was actually collected
for obtaining a sample from given population. In this study random sampling is used.
This sampling method involves purposive or deliberate selection of particular units of
the population for constituting a sample, which represents the population

Sample size :

The sample size taken for survey includes 100 employees. The sample takes
into consideration / constitutes all the managers and programmers in organization.

Collecting the data

In dealing with any problem it is often found that data at hand are inadequate,
and therefore it becomes necessary to collect data that are appropriate. These are
several ways of collecting the appropriate data, which defer considerably in context of
time and other Resources. Here for the purpose of study two kinds of data has been
used.

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 1. Primary data

2. Secondary data

1. Primary Data

The primary data are those, which are collected afresh for the first time, and
thus happens to be original in character, with reference to this study, data is collected
through.

A) Questionnaire
B) Interview method

A) Questionnaire Method
Data is gathered by distributing Questionnaire to managers and employees.
Questionnaire in prepared and pre-tested before using it for data collection.
Questionnaire is a structured one, consisting of questions, which are close-ended
having fixed response pattern with multiple answers.

B) Interview Method

The study also includes obtaining information from knowledgeable persons.

This interview is an informal or unstructured one with competent and articulate
individuals, employees and professionals of the organization.

2. Secondary Data

The secondary data are those that are already available, i.e. they refer to the
data, which have already been collected and analyzed by someone else. Secondary
data is gathered from the organization catalogues, journals and books.

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IMPORTANCE /SIGNIFICANCE OF QUALITY OF WORK LIFE:

Quality of work life programs has become important in the work place for the
following reason

 Increased women in the work force

 Increased male involvement in dependent care (child and elder) Activities

 Increased responsibility for elder

 Increased demands at work

 Loss of long term employment guarantees

 The need for enhanced work place skills

 Increased competition for the best student and talent for education and
research environment

 Greater competition for talent.

LIMITATIONS OF THE STUDY

1. Firstly the respondents were not available readily and the data were collected
as per the convenience of the respondents.

2. Secondly the sample of 100 respondents was given by the organization; hence
appropriate sample technique was not applied for selecting the respondents.

3. Thirdly, time is also one of constraints. Duration of 45 days is not sufficient to

cover all the aspects of the study.
For the above limitation the study conducted may not give the true
representation of the entire organization.

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 CHAPTER-II
INDUSTRY PROFILE
&
COMPANY PROFILE

9
ABOUT US

Express Roadways – India's one of the fastest growing Logistics Companies is

renowned for its domain expertise and experienced employees in the Transportation
sector. Express Roadways understand your logistics and distribution requirements
the best and offers the most suitable logistics model and solution for you.

We are backed by a dedicated team of office staff, trained & experienced driver’s
team, office’s across the country and self-owned fleet of vehicles. The operation has
been built around understanding the client's requirements. We offer great quality
services at competitive prices. Our fleet details are outlined on the site; however, we
are expanding and may be able to offer any type of transport or logistical solution for
you.

At Express Roadways we’re committed to providing you with the most reliable
transportation and logistics services to enhance the productivity, delivery management
and business needs.

With over 37 branches across India, we are strengthened to provide the best of
transportation and logistics services anywhere in India. The companies' recipe for
success includes increasing service innovations, performance benefits while reducing
costs, transit times, handling, shrinkage and claims.

The company is very rapidly establishing total 3 PL services including warehousing,

primary and secondary transportation for its clients with an intent to establish with
high level of service levels at a very optimal and economical cost.

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COMPANY PROFILE

Express Roadways Pvt. Ltd. was formed in the year 1993, the reason being so was
that the promoters of the company who were scattered in different parts in India and
in different companies came together and realized the need for a transport company
which can reach to the nucleus of this service industry and try to satisfy customers
with desired services who were already reeling under poor services and limited
infrastructure facilities resulting in poor planning and large inventories.

Over the period we grew from a small transportation company to a mid size company
where we soon began expanding both in the network and in turnover and have been
expanding ever since. We currently enjoy a turnover of 3000 Millions with a network
of 37 operational centers in India supported by 700 nos in fleet size. We as an
organization are committed to safe operations at different levels of our organization
and are sincerely following our safety policy which is Safety To 3M's (Men, Material
and Machine) and we strongly believe that by doing the same we will help in
protecting the Environment as well.

Transformation happens over a period of time and we were no exception to the same,
soon we were topping possibilities and exploring new avenues by taking on our
existing customers and mapping their total logistics requirements and providing tailor
made solution for each and every customer, where once where we were doing only
inbound for some soon transformed into outbound also and by gauging the specifying
requirements and also providing warehousing and inventory control for some.

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MISSION
Express Roadways is wholeheartedly committed to understanding and meeting the
quality needs and expectations of all our customers. Without superior service, small
carriers cannot compete in the big carrier world. We will accomplish this mission by
providing a workplace where each employee feels like part of the team and is treated
with fairness and respect. To commit to a standard of excellence and provide the tools
that are necesary to maintain and improve this standard.
PROMISE
 Providing high quality transportation services to all of our clients
 Invest in our employees to provide better service and company growth
 Worried about the environment, according to latest industry standards
 Safety as top priority in assuring safe work procedures
 Investing in technology to provide fast, accurate and cost-effective service
 Living up to highest industry standards
FOUNDERS

MR. MAHENDER GUPTA

MR. NARESH GUPTA

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MR.SATISH GUPTA

MR KAMAL GUPTA

OUR HISTORY
In today’s day to day life we all enjoy good highways, bridges, flyovers or other
infrastructural developments and technological advancements, which make our lives
easier and enable us to connect with different parts of the world. Transportation plays
silent but significant role to make it possible.

One cannot imagine living without transportation; even an access to basic commodity
like milk and vegetable would become a nightmare and infrastructure facilities a
distant dream. Timely production & distribution is possible only with accurate
transport & logistic service.

When it comes to transportation and services, Express Roadways Pvt. Ltd. plays a
significant role. In the service oriented business, communication has to be precise and
perfect. From the time of submitting the quotation to the final delivery, we are in
constant touch with our consignment – helping us in explaining the exact situation to
our customers.

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 1993 Became a part of the Indian Transportation Network
Express Roadways Pvt. Ltd. was formed in the year 1993, the reason being so was
that the promoters of the company who were scattered in different parts in India and
in different companies came together and realized the need for a transport company
which can reach to the nucleus of this service industry and try to satisfy customers
with desired services who were already reeling under poor services and limited
infrastructure facilities resulting in poor planning and large inventories
 2000 Started Containerized Solutions for Transportation
We were looking for new ideas on how to differentiate our services from our
competitors at that point of time. We realized that there were very few players in this
sector. It was an overnight decision. In the very next we decided and finalized our
decision. It was one of the decisions which led to our growth and helped us reach
where we are today.
 2005 Ventured into Warehousing operations
One Day in the month of March, a multinational company approached us with the
opportunity of providing them Warehousing across India. We had a very small
warehousing segment prior to that. We took up that challenge and succeeded in
providing the client with the best service levels. Today we have our warehousing
facility, expanding to 200000 sqft surface area.
 2007 First 3 PL contract signed in this year
It was a new challenge which came across us. But it was also a good opportunity to
enter into this business venture and enhance our market reach. It helped us get access
to many Multinational clients.
 2008 Started custom based logistics solutions for our Esteemed Clients
By this time we had established Trucking as a separate Business Vertical. We had
increased our focus based on custom solutions for clients. It meant huge investments
in working on designs/ adding special trucks to company fleet as per customer
requirement. Our only aim was to provide Value Added Services to our clients.
 2010 Company owned fleet reached a size of 100
For a company like ours, It was a great achievement in terms of Milestone. It gave us
additional support and helped us create a Brand.
 2014 We touched the fleet size of 500

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 We were growing exponentially. We made huge investments in the past 4 years to
develop and reach a fleet size of 500 vehicles. Each and every member played an
important role in the development of this organization.
 2015 Company fleet plying Pan India
In 2015, we had our network established Pan India. We started covering all the parts
of India through our wide network. Now we have the ability and capability to deliver
goods to any given location Pan India.
 2018 We aim to achieve revenue of 500 Million with a fleet size of over 1000
vehicles
We have a vision for the year 2018 – Our aims are clear, our thoughts are clear. We
have the team strength and dedication to achieve it. We want to achieve this with the
holistic development of all involved in this organization.

EXPRESS ADVANTAGE
These are few of the Advantages of choosing Express Roadways.

Pan India Operations

With over 40 branches across India, we are strengthened to provide the best of
transportation and logistics services anywhere in India.

Forklift Movement
The Forklift used for Loading has the Complete Movement available for uploading
goods inside the container.

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 Wooden Floor Containers
All our Conatainers have good quality Wooden floorings which keeps the goods safe
& intact withing the container.

CAREERS
WHY WORK WITH US
Express Roadways – India's one of the fastest growing Logistics Companies is
renowned for its domain expertise and experienced employees in the Logistics sector.
Express is always looking for dedicated, hard-working people to join its team. We
believe that success can be attained if we own a team of committed people who are
the most important asset of our company and every effort is put in to develop
professional, technical and management skills and to motivate and involve each and
every employee. We offer opportunities and job satisfaction in a number of fields
such as Fleet Maintenance, Customer Service, Operations, Sales, Drivers, Finance &
Accounts, Information Technology and other Corporate. If you think we're just about
trucks, think again. The career paths we offer may surprise you. We also have annual
recognition programs to identify the sales professionals, best technicians and
managers and provide incentives for safe driving. We believe a relaxed atmosphere
and positive attitude towards work is the key to productivity.
TRANSPORTATION
Full load Transport Service forms the core of Express Services. We rent or lease out
the Entire Vehicle to transport our Customer’s Goods between two Domestic
Locations.
Express Roadways runs a Fleet of over 600 Company Owned Trucks and over 2000
outsourced trucks through various routes between major cities as a part of their Full
Load Service. We have the Systems, Technology & Manpower to fulfill all our
customers' demands
On a monthly basis, we move more than 3000 truck loads pan India. Our vehicles are
equipped with GPS / GPRS Tracking System to enable easy monitoring and tracking
of vehicles. We work closely with clients to ensure efficient and cost effective service

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 which results in Time Bound Delivery and helps us achieve our target of
CUSTOMER DELIGHT.
We have a clientele of Domestic as well as International Companies, across different
industrial verticals operating from multiple locations, hence making us a company
operating PAN INDIA.
Your benefits

 Providing high quality transportation services to all of our clients

 Invest in our employees to provide better service and company growth
 Worried about the environment, according to latest industry standards
 Safety as top priority in assuring safe work procedures
 Investing in technology to provide fast, accurate and cost-effective service
 Living up to highest industry standards

INDUSTRIES COVERED
 FMCG
 Lubricants
 Paper & Paper Products
 Tyre
 Chemicals
 Cement
TRUCKING
ERPL would provide time defined, tailor made Trucking solution to our customers in
a qualitative manner. Trucks would be fitted with GPS based on customer need and
product specification.

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 ERPL is committed to bring value to customers by designing trucks based on
customers need, tracking of their shipments and safe delivery. Thorough route
analysis, return load to make our services cost competitive and unique in the market.
 Complete Road Transportation
 Company owned dedicated fleet to serve customer requirements.
 Deployment of dedicated fleet on long leasing.
 Use of different configuration vehicles for Specific Application
 Secondary Movement / Distribution for Pan India Operations.
 Inbound Transportation

TRANSPORT OPERATIONS
 System Controlled Operations with complete IT Support.
 GPS installed fleet with complete tracking and monitoring facility for customers
 In-house Workshops – helps in preventive maintenance of own fleet.
 In-house inventory of Spare parts and tyres
 Continuous process of Driver and Mechanic training and counseling.
 Highly experienced team handling operations.

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 INDUSTRIES COVERED
 FMCG
 Lubricants
 Paper & Paper Products
 Tyre
 Chemicals
 Cement
FREIGHT FORWARDING
ERPL believes in offering you the personal touch when facilitating your freight
forwarding requirements. Whether your cargo needs to be shipped to another
destination in India or further afield, we will provide a fast, reliable service together
with a cost-effective distribution facility. We are a leading NVOCC, proposing door
to door delivery services in India.

Regardless of whether your cargo is a full load, part load or hazardous cargo, our
shipping services covers every import and export solution throughout India. Our
professional team has a great deal of experience as a freight forwarder for industries.
You can be safe in the knowledge that your cargo is in dependable and reliable hands.

Our services spell ease, flexibility and professionalism. A robust process and service
model to ensure continuous information exchange between our international and local
associates.
We guarantee the best standards in customer service with cost effectiveness and time

19
bound deliveries. Our door-to-door services for all C&F assignments add to overall
customer satisfaction.

Our long term service contracts with many freight forwarding - shipping lines and
freight forwarding - international airlines ensure confirm shipments on pre-confirmed
dates and at reduced cost.

Customized Services: We handle all types of freight

 LCL
 FCL
 Project Cargo
 Special Equipments Cargo
Services we offer:
 Global Freight Forwarding
 Air freight
 Ocean Freight
 Road transportation
 Rail Freight
 Consolidation
 Custom Brokerage
 Warehousing & Distribution
 Project cargo management

Rely @ Express for all your freight forwarding requirements

 Complete documentation and customs house brokerage services under one roof
 Warehousing and distribution throughout India
 Expedited delivery services
 Total cargo monitoring with complete vessel detail
 DDU and DDP processing
 Worldwide network of agents servicing every major airport / seaport in the
world
 Single source clearance for all your transportation, customs and delivery
requirements
 Efficient customer support

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 Competitive rates
 Flight details/ pre-arrival notice
 Confirmed free time at seaports
 Container unloading, Palletization and trucking to any destination in India

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 CHAPTER-III

REVIEW OF LITERATURE

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QUALITY OF WORK LIFE

Work is an integral part of everyday life, as it is livelihood or career or

business. On an average they spend around twelve hours daily in the work place, that
is one third of their entire life; it does influence the overall quality of their life. It
should yield job satisfaction, give peace of mind, a fulfillment of having done a task,
as it is expected, without any flaw and having spent the time fruitfully, constructively
and purposefully. Even if it is a small step towards their lifetime goal, at the end of
the day it gives satisfaction and eagerness to look forward to the next day.

The factors that influence and decide the Quality of work life are:

1. Attitude
2. Environment
3. Opportunities
4. Nature of Job
5. People
6. Stress Level
7. Career Prospects
8. Challenges
9. Growth and Development
10. Risk Involved and Reward

Attitude: The person who is entrusted with a particular job needs to have
sufficient knowledge, required skill and expertise, enough experience, enthusiasm,
energy level, willingness to learn new things, dynamism, sense of belongingness in
the organization, involvement in the job, inter personnel relations, adaptability to
changes in the situation, openness for innovative ideas, competitiveness, zeal, ability
to work under pressure, leadership qualities and team-spirit.

Environment: The job may involve dealing with customers who have varied
tolerance level, preferences, behavioral pattern, level of understanding; or it may

23
involve working with dangerous machines like drilling pipes, cranes, lathe machines,
welding and soldering machines, or even with animals where maximum safety
precautions have to be observed which needs lot of concentration, alertness, presence
of mind, quick with involuntary actions, synchronization of eyes, hands and body,
sometimes high level of patience, tactfulness, empathy and compassion and control
over emotions.

Opportunities: Some jobs offer opportunities for learning, research,

discovery, self-development, enhancement of skills, room for innovation, public
recognition, exploration, celebrity-status and loads and loads of fame. Others are
monotonous, repetitive, dull, routine, no room for improvement and in every sense
boring. Naturally the former ones are interesting and very much rewarding also.

Nature of Job: For example, a driller in the oil drilling unit, a diver, a fire-
fighter, traffic policeman, train engine driver, construction laborers, welder, miner,
lathe mechanic have to do dangerous jobs and have to be more alert in order to avoid
any loss of limb, or loss of life which is irreparable; whereas a pilot, doctor, judge,
journalist have to be more prudent and tactful in handling the situation; a CEO, a
professor, a teacher have more responsibility and accountability but safe working
environment; a cashier or a security guard cannot afford to be careless in his job as it
involves loss of money, property and wealth; a politician or a public figure cannot
afford to be careless, for his reputation and goodwill is at stake. Some jobs need soft
skills, leadership qualities, intelligence, decision making abilities, abilities to train and
extract work from others; other jobs need forethought, vision and yet other jobs need
motor skills, perfection and extreme carefulness.

People: Almost everyone has to deal with three set of people in the work
place. Those are namely boss, co-workers in the same level and subordinates. Apart
from this, some professions need interaction with people like patients, media persons,
public, customers, thieves, robbers, physically disabled people, mentally challenged,
children, foreign delegates, gangsters, politicians, public figures and celebrities. These
situations demand high level of prudence, cool temper, tactfulness, humor, kindness,
diplomacy and sensitiveness.

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 Stress Level: All these above mentioned factors are inter-related and inter-
dependant. Stress level need not be directly proportional to the compensation. Stress
is of different types - mental stress/physical stress and psychological or emotional
stress. A Managing Director of a company will have mental stress, a laborer will have
physical stress, a psychiatrist will have emotional stress. Mental stress and Emotional
stress cause more damage than physical stress.

Career Prospects: Every job should offer career development. That is an

important factor which decides the quality of work life. Status improvement, more
recognition from the Management, appreciations are the motivating factors for anyone
to take keen interest in his job. The work atmosphere should be conducive to achieve
organizational goal as well as individual development. It is a win-win situation for
both the parties; an employee should be rewarded appropriately for his good work,
extra efforts, sincerity and at the same time a lethargic and careless employee should
be penalized suitably; this will motivate the former to work with more zeal and deter
the latter from being so, and strive for better performance.

Challenges: The job should offer some challenges at least to make it

interesting; That enables an employee to upgrade his knowledge and skill and
capabilities; whereas the monotony of the job makes a person dull, non-enthusiastic,
dissatisfied, frustrating, complacent, initiative - less and uninteresting. Challenge is
the fire that keeps the innovation and thrill alive. A well-accomplished challenging
job yields greater satisfaction than a monetary perk; it boosts the self-confidence also.

Growth and Development: If an organization does not give chance for

growth and personal development it is very difficult to retain the talented
personnel and also to find new talent with experience and skill.

Risk Involved and Reward: Generally reward or compensation is directly

proportional to the quantum of work, man-hours, nature and extent of responsibility,
accountability, delegated powers, authority of position in the organizational chart, risk
involved, level of expected commitment, deadlines and targets, industry, country,
demand and supply of skilled manpower and even political stability and economic
policies of a nation. Although risk is involved in every job its nature and degree varies

25
in them; All said and done, reward is a key criteria to lure a prospective worker to
accept the offer.

Conclusion: A happy and healthy employee will give better turnover, make
good decisions and positively contribute to the organizational goal. An assured good
quality of work life will not only attract young and new talent but also retain the
existing experienced talent.

Quality of Working Life

Quality of working life has been differentiated from the broader concept of
quality of life. To some degree, this may be overly simplistic, as Elizur and

26
Shye,(1990) concluded that quality of work performance is affected by quality of life
as well as quality of working life. However, it will be argued here that the specific
attention to work-related aspects of quality of life is valid.

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 cost-effective 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.

Models and components of quality of working life

Various authors and researchers have proposed models of quality of working

life which include a wide range of factors. Selected models are reviewed below.

Hackman and Oldham (1976) drew attention to what they described as

psychological growth needs as relevant to the consideration of Quality of working
life. Several such needs were identified:

 Skill variety,
 Task Identity,
 Task significance,
 Autonomy and
 Feedback.

27
 They suggested that such needs have to be addressed if employees are to
experience high quality of working life.

In contrast to such theory based models, Taylor (1979) more pragmatically

identified the essential components of quality of working life as basic extrinsic job
factors of wages, hours and working conditions, and the intrinsic job notions of the
nature of the work itself. He suggested that a number of other aspects could be added,
including :

 individual power,
 employee participation in the management,
 fairness and equity,
 social support,
 use of one’s present skills,
 self development,
 a meaningful future at work,
 social relevance of the work or product,
 effect on extra work activities.

Taylor suggested that relevant quality of working life concepts may vary
according to organization and employee group.

Warr and colleagues (1979), in an investigation of quality of working life,

considered a range of apparently relevant factors, including :

 work involvement,
 intrinsic job motivation,
 higher order need strength,
 perceived intrinsic job characteristics,
 job satisfaction,
 life satisfaction,
 happiness, and
 self-rated anxiety.

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 They discussed a range of correlations derived from their work, such as those
between work involvement and job satisfaction, intrinsic job motivation and job
satisfaction, and perceived intrinsic job characteristics and job satisfaction. In
particular, Warr et al. found evidence for a moderate association between total job
satisfaction and total life satisfaction and happiness, with a less strong, but significant
association with self-rated anxiety.

Thus, whilst some authors have emphasized the workplace aspects in quality
of working life, others have identified the relevance of personality factors,
psychological well being, and broader concepts of happiness and life satisfaction.

Factors more obviously and directly affecting work have, however, served as
the main focus of attention, as researchers have tried to tease out the important
influences on quality of working life in the workplace.

Mirvis and Lawler (1984) suggested that quality of working life was
associated with satisfaction with wages, hours and working conditions, describing the
“basic elements of a good quality of work life” as :

 safe work environment,

 equitable wages,
 equal employment opportunities and
 opportunities for advancement.

Baba and Jamal (1991) listed what they described as typical indicators of
quality of working life, including:

 job satisfaction,
 job involvement,
 work role ambiguity,
 work role conflict,
 work role overload,
 job stress,
 organizational commitment and
 turn-over intentions.

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 Baba and Jamal also explored routinisation of job content, suggesting that this
facet should be investigated as part of the concept of quality of working life.

Some have argued that quality of working life might vary between groups of
workers. For example, Ellis and Pompli (2002) identified a number of factors
contributing to job dissatisfaction and quality of working life in nurses, including:

 poor working environments,

 resident aggression,
 workload, inability to deliver quality of care preferred,
 balance of work and family,
 shift work,
 lack of involvement in decision making,
 professional isolation,
 lack of recognition,
 poor relationships with supervisor/peers,
 role conflict,
 Lack of opportunity to learn new skills.

Sirgy et al. (2001) suggested that the key factors in quality of working life are:

 need satisfaction based on job requirements,

 need satisfaction based on work environment,
 need satisfaction based on supervisory behavior,
 need satisfaction based on ancillary programmes,
 Organizational commitment.

They defined quality of working life as satisfaction of these key needs through
resources, activities, and outcomes stemming from participation in the workplace.
Needs as defined by the psychologist, Abraham Maslow, were seen as relevant in
underpinning this model, covering health & safety, economic and family, social,
esteem, actualization, knowledge and aesthetics, although the relevance of non-work
aspects is play down as attention is focused on quality of work life rather than the
broader concept of quality of life.

30
 These attempts at defining quality of working life have included theoretical
approaches, lists of identified factors, correlation analyses, with opinions varying as to
whether such definitions and explanations can be both global, or need to be specific to
each work setting.

Bearfield, (2003) used 16 questions to examine quality of working life, and

distinguished between causes of dissatisfaction in professionals, intermediate clerical,
sales and service workers, indicating that different concerns might have to be
addressed for different groups.

The distinction made between job satisfaction and dissatisfaction in quality of

working life reflects the influence of job satisfaction theories. Herzberg at al., (1959)
used “Hygiene factors” and “Motivator factors” to distinguish between the separate
causes of job satisfaction and job dissatisfaction. It has been suggested that Motivator
factors are intrinsic to the job, that is; job content, the work itself, responsibility and
advancement. The Hygiene factors or dissatisfaction-avoidance factors include
aspects of the job environment such as interpersonal relationships, salary, working
conditions and security. Of these latter, the most common cause of job dissatisfaction
can be company policy and administration, whilst achievement can be the greatest
source of extreme satisfaction.

An individual’s experience of satisfaction or dissatisfaction can be

substantially rooted in their perception, rather than simply reflecting their “real
world”. Further, an individual’s perception can be affected by relative comparison –
am I paid as much as that person - and comparisons of internalized ideals, aspirations,
and expectations, for example, with the individual’s current state (Lawler and Porter,
1966).

In summary, where it has been considered, authors differ in their views on the
core constituents of Quality of Working Life (e.g. Sirgy, Efraty, Siegel & Lee, 2001
and Warr, Cook & Wall, 1979).

It has generally been agreed however that Quality of Working Life is

conceptually similar to well-being of employees but differs from job satisfaction
which solely represents the workplace domain (Lawler, 1982).

31
 Quality of Working Life is not a unitary concept, but has been seen as
incorporating a hierarchy of perspectives that not only include work-based factors
such as job satisfaction, satisfaction with pay and relationships with work colleagues,
but also factors that broadly reflect life satisfaction and general feelings of well-being
(Danna & Griffin, 1999). More recently, work-related stress and the relationship
between work and non-work life domains (Loscocco & Roschelle, 1991) have also
been identified as factors that should conceptually be included in Quality of Working
Life.

Measurement

There are few recognized measures of quality of working life, and of those
that exist few have evidence of validity and reliability, that is, there is a very limited
literature based on peer reviewed evaluations of available assessments. A recent
statistical analysis of a new measure, the Work-Related Quality of Life scale
(WRQoL), indicates that this assessment device should prove to be a useful
instrument, although further evaluation would be useful. The WRQoWL measure uses
six core factors to explain most of the variation in an individual’s quality of working
life: Job and Career Satisfaction; Working Conditions; General Well-Being; Home-
Work Interface; Stress at Work and Control at Work.

The Job & Career Satisfaction (JCS) scale of the Work-Related Quality of
Life scale (WRQoL) is said to reflect an employee’s feelings about, or evaluation of,
their satisfaction or contentment with their job and career and the training they receive
to do it. Within the WRQoL measure, JCS is reflected by questions asking how
satisfied people feel about their work. It has been proposed that this Positive Job
Satisfaction factor is influenced by various issues including clarity of goals and role
ambiguity, appraisal, recognition and reward, personal development career benefits
and enhancement and training needs.

The General well-being (GWB) scale of the Work-Related Quality of Life

scale (WRQoL) aims to assess the extent to which an individual feels good or content
in themselves, in a way which may be independent of their work situation. It is
suggested that general well-being both influences, and is influenced by work. Mental
health problems, predominantly depression and anxiety disorders, are common, and

32
may have a major impact on the general well-being of the population. The WRQoL
GWB factor assesses issues of mood, depression and anxiety, life satisfaction, general
quality of life, optimism and happiness.

The WRQoL Stress at Work sub-scale (SAW) reflects the extent to which
an individual perceives they have excessive pressures, and feel stressed at work. The
WRQoL SAW factor is assessed through items dealing with demand and perception
of stress and actual demand overload. Whilst it is possible to be pressured at work and
not be stressed at work, in general, high stress is associated with high pressure.

The Control at Work (CAW) subscale of the WRQoL scale addresses how
much employees feel they can control their work through the freedom to express their
opinions and being involved in decisions at work. Perceived control at work as
measured by the Work-Related Quality of Life scale (WRQoL) is recognized as a
central concept in the understanding of relationships between stressful experiences,
behavior and health. Control at work, within the theoretical model underpinning the
WRQoL, is influenced by issues of communication at work, decision making and
decision control.

The WRQoL Home-Work Interface scale (HWI) measures the extent to

which an employer is perceived to support the family and home life of employees.
This factor explores the interrelationship between home and work life domains. Issues
that appear to influence employee HWI include adequate facilities at work, flexible
working hours and the understanding of managers.

The Working Conditions scale of the WRQoL assesses the extent to which
the employee is satisfied with the fundamental resources, working conditions and
security necessary to do their job effectively. Physical working conditions influence
employee health and safety and thus employee Quality of working life. This scale also
taps into satisfaction with the resources provided to help people do their jobs.

33
Applications

Regular assessment of Quality of Working Life can potentially provide

organizations with important information about the welfare of their employees, such
as job satisfaction, general well-being, work-related stress and the home-work
interface. Studies in the UK University sector have shown a valid measure of Quality
of Working Life exists and can be used as a basis for effective interventions.

Worrall and Cooper (2006) recently reported that a low level of well-being at
work is estimated to cost about 5-10% of Gross National Product per annum, yet
Quality of Working Life as a theoretical construct remains relatively unexplored and
unexplained within the organizational psychology research literature.

A large chunk of most peoples’ lives will be spent at work. Most people
recognize the importance of sleeping well, and actively try to enjoy the leisure time
that they can snatch. But all too often, people tend to see work as something they just
have to put up with, or even something they don’t even expect to enjoy.

Some of the factors used to measure quality of working life pick up on things
that don’t actually make people feel good, but which seem to make people feel bad
about work if those things are absent. For example, noise – if the place where
someone works is too noisy, they might get frequent headaches, or find they cannot
concentrate, and so feel dissatisfied. But when it is quiet enough they don’t feel
pleased or happy - they just don’t feel bad. This can apply to a range of factors that
affect someone's working conditions.

Other things seem to be more likely to make people feel good about work and
themselves once the basics are OK at work. Challenging work (not too little, not too
much) can make them feel good. Similarly, opportunities for career progression and
using their abilities can contribute to someone's quality of working life.

A recent publication of the National Institute of Clinical Excellence (NICE)

emphasizes the core role of assessment and understanding of the way working
environments pose risks for psychological wellbeing through lack of control and
excessive demand. The emphasis placed by NICE on assessment and monitoring

34
wellbeing springs from the fact that these processes are the key first step in
identifying areas for improving quality of working life and addressing risks at work.

35
 CHAPTER-IV
DATA ANALYSIS
&
INTERPRETATION

36
1. Your organization provides opportunity for growth and security.

OPTIONS NO OF RESPONSES

Strongly agree 46

Agree 50

Disagree 04

Strongly disagree 0

50

40
Strongly agree

30
Agree

20
disagree
10
Strongly disagree
0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees strongly agree that the
EXPRESS ROADWAYS PVT LTD provides opportunity for growth and security and
some are disagree about this.

37
2. Pay and compensation package is adequate and fair in comparison to
performance.
OPTIONS NO OF RESPONSES

Strongly agree 18

Agree 52

Neutral 18

Strongly disagree 12

60

50
Strongly agree
40
Agree
30

20 Neutral

10
Strongly disagree
0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees agree for the reason of their
pay and compensation package is adequate and fair in comparison to performance and
some are disagree.

38
3. Medical facilities provided by the organization suites your health needs?

OPTIONS NO OF RESPONSES

Strongly agree 38

Agree 46

disagree 14

Strongly disagree 0

50

40
Strongly agree

30
Agree

20
disagree
10
Strongly disagree
0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees agree and strongly agree for
the reason of the medical facilities provided by the organization which suits their
health needs, and few are disagree.

39
4. Your job allows you to use your skills and abilities.

OPTIONS NO OF RESPONSES

Strongly agree 22

Agree 62

Disagree 12

Strongly Disagree 0

70
60
Strongly agree
50
40 Agree
30
Disagree
20
10 Strongly Disagree
0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees agree and strongly agree for
using their skills and abilities in their job.

40
5. Promotion policy of your organization ensures planned carrier growth.

OPTIONS NO OF RESPONSES

Yes 42

No 40

Can’t say 18

45
40
35
30
yes
25
No
20
Can’t say
15
10
5
0

Interpretation:

The survey revealed that most of the employees are satisfied the promotion
policy by the organization which ensures planed career growth. But most of the
employees are un-satisfied by this policy.

41
6. Training facilities of your organization enhance your skills competencies.

OPTIONS NO OF RESPONSES

Very true 28

Somewhat true 60

Not true 12

Not at all true 0

60

50

40 Very true

30 Some what true

Not true
20 Not at all true
10

0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees are some what true about the
training facilities of EXPRESS ROADWAYS PVT LTD that enhance their skill
competencies and some employees are very true and not true.

42
7. How would you describe relations at your work place with your superiors?

OPTIONS NO OF RESPONSES

Very good 44

Good 52

Bad 0

60

50

40
Very good
30
Good
20 Bad

10

0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees are good at describing
relations at their workplace with their superiors. And some employees are very good
in maintaining their relation.

43
8. Your relation with your peers and subordinates are harmonious.

OPTIONS NO OF RESPONSES

Very good 44

Good 40

Satisfactory 16

Bad 0

45
40
35
30
Very good
25
Good
20
Satisfactory
15
10 Bad
5
0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees are very good and some and
least employees are good and satisfactory in their relation with their peers and sub-
ordinates are harmonious.

44
9. Your organization provides a mechanism to express your views and
grievances.

OPTIONS NO OF RESPONSES

Strongly agree 16

Agree 48

Can’ say 18

disagree 18

50
45
40
35
30 Strongly agree
25 Agree
20 Can’ say
15
disagree
10
5
0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees strongly agree and some
employees agree that their organization provides a mechanism to express their views
and grievances.

45
10. Do you normally work as part of a team or do you work mostly on your own?

OPTIONS NO OF RESPONSES

Yes I work a part of team 70

No I work on my own 18

I work as an individual 12

70

60

50
Yes I work a part of
40 team

No I work on my
30 own
20 I work as an
individual
10

0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees work as a part of team and
where some employees work on their own and individual.

46
11. How often do you feel successful in your work?

OPTIONS NO OF RESPONSES

Often 64

Sometimes 26

Rarely 10

Never 0

70
60
50
Often
40
Sometimes
30
Rarely
20 Never
10
0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees often feel successful in their
work but some employees feel sometime successful in their work.

47
12. How often do you carry office work to your home as part of your job?

OPTIONS NO OF RESPONSES

Never 62

Few times in a year 20

Once in a month 18

Once in a week 0

70
60
Never
50
40 Few times in a
year
30
Once in a month
20
10 Once in a week

0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees are never do carry office work
to their home as part of their job. And few employees do carry their work few times in
a year and least employees do carry their work once in a month

48
13. To what extent your organization provides scope for the employee’s
Development?

OPTIONS NO OF RESPONSES

To great extent 18

To some extent 50

Satisfactory 20

Not satisfied 12

50

40
To great extent

30
To some extent

20
satisfactory
10
Not satisfied
0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees to some extent accepted that
EXPRESS ROADWAYS PVT LTD provides scope for the employee’s development
and some are satisfactory.

49
14. There is no discrimination and there is high degree of social integration at the
Workplace?

OPTIONS NO OF RESPONSES

Strongly agree 18

Agree 50

Neutral 22

Disagree 10

50

40

30 Strongly agree
Agree
20 Neutral
disagree
10

0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees agree and strongly agree that
there is no discrimination and there is high degree of social integration at workplace.

50
15. To what extent do you think that you are best suited for the job?

OPTIONS NO OF RESPONSES

To great extent 50

To some extent 28

Satisfactory 22

Not satisfactory 0

50

40
To great extent

30
To some extent

20
satisfactory
10
Not satisfactory
0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees to great extent they think that
they are best suited for the job and some employees to some extent and satisfactory.

51
16. Which techniques are used to improve your work life?

OPTIONS NO OF RESPONSES

By doing hard work 26

With patience 18

Understanding others 12

Balancing both personal work &official 44

work

45 By doing hard
40 work
35
30 With patience
25
20
15 Understanding
others
10
5
Balancing both
0
personal work
NO OF RESPONSES &official work

Interpretation:

The survey revealed that most of the employees are using the techniques to
improve their work life by balancing both personal work and official work and some
employees by doing hard work and some with patience and by understanding others.

52
17. How often do you go home in time?

OPTIONS NO OF RESPONSES

Occasionally 38

Daily 44

Rarely 18

Never 0

45
40
35
30
Occasionally
25
Daily
20
Rarely
15
Never
10
5
0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees often go home in time by
occasionally and some they go daily and some are rarely.

53
18. How often your official commitments obstruct your personal and family
works.

OPTIONS NO OF RESPONSES

Always 12

Often 32

Rarely 46

Never 10

50
45
40
35
30 Always
25 Often
20 Rarely
15
Never
10
5
0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees are rarely obstruct their
official commitments in their personal and family works and some are often and
always.

54
19. How often your personal works obstruct your official commitments?

OPTIONS NO OF RESPONSES

Always 12

Often 16

Rarely 44

Never 28

45
40
35
30
Always
25
Often
20
Rarely
15
10 Never

5
0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees are rarely obstructing their
personal work in their official commitments and never for some employees.

55
20. The suggestion scheme in your organization is.

OPTIONS NO OF RESPONSES

Very Effective 20

Good 56

Ineffective 24

60

50

40
Very Effective
30
Good
20 Ineffective

10

0
NO OF RESPONSES

Interpretation:

The survey revealed that the suggestion scheme is good and very effective in
EXPRESS ROADWAYS PVT LTD.

56
21. Quality orders are instrumental in improving quality in work?

OPTIONS NO OF RESPONSES

Strongly Agree 22

Agree 50

Neutral 16

Disagree 12

50
45
40
35
30 Strongly Agree
25 Agree
20 Neutral
15 Disagree
10
5
0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees agree for quality orders are
instrumented for improving quality in work and some are strongly agree.

57
22. Recognition & rewards are given based on employee performance.

OPTIONS NO OF RESPONSES

Strongly agree 18

Agree 48

Neutral 16

Disagree 18

50
45
40
35
30 Strongly agree
25 Agree
20
Neutral
15
10 Disagree
5
0
NO OF
RESPONSES

Interpretation:

The survey revealed that most of the employees agree and strongly agree for
recognition and rewards are given based on employee performance but some are
disagree.

58
23. Are you able to balance your personal requirements without affecting your job
Requirements?

OPTIONS NO OF RESPONSES

Always 46

Often 36

Rarely 18

Never 0

50
45
40
35
30 Always
25 Often
20 Rarely
15
Never
10
5
0
NO OF RESPONSES

Interpretation:

The survey revealed that most of the employees are always and often able to
balance their personal requirements without effecting their job requirements.

59
24. How often social gatherings in departmental meetings are conducted in your
Department.

OPTIONS NO OF RESPONSES

Once in a year 32

Quarterly once 38

Monthly once 10

Never 20

40
35
30
25 Once in a year
20 Quarterly once
15 Monthly once
10 Never
5
0
NO OF RESPONSES

Interpretation:

The survey revealed that social gatherings and departmental meetings are
conducting less in EXPRESS ROADWAYS PVT LTD i.e. by quarterly once and
yearly once.

60
CHAPTER-V

FINDINGS

61
 FINDINGS

The topic selected is quality of work life. The significance of selecting the
topic relates to its importance in the study to make the employees more efficient, so
that organizational goal can be achieved through personal development the study
deals with the particular view point on the quality of work life and analysis of their
view point on the training program. There is a need for improvement in training
facilities to enhance skills competence. Half of them do not think promotion policy
ensures planned career growth.

Most of the employees attended the Quality of work life program to gain
knowledge on their self interest but some of the respondents gave their suggestions so
that the program can be more effective.

Most of the employees feel their organization provides opportunities for

growth and security. Pay and Compensations are adequate. Medical facilities suites
their health needs. Their jobs allow them to use their skills and abilities.

Workers have good relations with superiors, peers and subordinates. They
have a mechanism in place to express their views and grievances. Most of them work
as a part of team. They feel successful at work. Most of them never carry office work
to home.

There is high degree of social integration and no discrimination at work. Most

of them think they better suited for job. They have good and effective suggestion
scheme in their organization. Recognition and rewards are given based on employee
performance.

Majority fee they improve their work life by balancing both personal and
office work. Half of them feel work life obstructs their personal life. But majority see
personal life has no effect on work life. Half of them do not go home in time. So, I
feel there should have been one more question in questioner on overtime policy in
organization.

62
 CONCLUSIONS

After conducting an intense study on quality of work life in EXPRESS ROADWAYS

PVT LTD, the following conclusions are derived.

Organization should focus on the benefit that are aimed to words self improvement of
the employees.

Organization need to maintain the appropriate balance of work.

Opportunity for career growth should improve.

Benefits provided by the organization are very good to satisfy the employee personal
needs.

Teamwork in the organization is very good.

Organization should focus on the training sessions in order to motivate the employees.

Organization need to provide scope for the employee development.

There is no discrimination at work place.

The relationship with superior at workplace is good.

On the whole the quality of work life good.

63
 SUGGESTIONS

1. Work should be distributed among employees uniformly.

2. Job rotation.

3. Objective appraise

4. Transparent in communication both ways (Top level to Low Level vise versa)

5. more motivational classes on the attitudinal of the employee towards a job

6. man power system needs to be more effective

7. more social get together should be planned by official to meet the family
member of the employees

8. suggestion schemes should improve in the organization so that employees will

be effective towards work

64
 ANNEXURE-1

Questionnaire

1. Your organization provides opportunity for growth and security?

(a) Strongly agree (b) Agree
(c) Disagree (d) strongly disagree

2. Pay and compensation package is adequate and fair in comparison to

performance?
(a) Strongly agree (b) Agree
(c) Neutral (d) Disagree (e) Strong disagree.

3. Medical facilities provided by the organization suits your health needs?

(a) Strongly agree (b) Agree
(c) Disagree (d) Strongly disagree

4. Your job allows you to use your abilities?

(a) Strongly agree (b) Agree
(c) Disagree (d) Strongly disagree

5. Promotion policy of your organization ensures planned carrier growth?

(a)Yes (b) No (c) Can’t say

6. Training facilities of your organization enhance your skills competencies?

(a) Very true (b) Somewhat true (c) Not true (d) Not at all true

7. How would you describe relations at your work place with your superiors?
(a) Very good (b) Good (c) Bad

65
8. Your relationship with your peers and subordinates are harmonious?
(a) Very good (b) Good (c) Satisfactory (d) Bad

9. Your organization provides a mechanism to express your views and

grievances?
(a) Strongly Agree (b) Agree
(c) Can’t say (d) Disagree (e) Strongly disagree.

10. Do you normally work as part of a team or do you work mostly on your own?
(a) Yes I work a part of team (b) No, I work on my own
(c) I work as an individual

11. How often do you feel successful in your work?

(a) Often (b) Sometimes
(c) Rarely (d) Never.

12. How often do you carry office work to your home as part of your job?
(a) Never (b) Few times in a year
(c) Once in a month (d) Once in a week
(e) More than once in a week.

13. To what extent your organization provides scope for the employee’s
development?
(a) To great extent (b) To some extent
(c) Satisfactory (d) Not satisfied.

14. There is no discrimination and there is high degree of social integration at the
work place?
(a) Strongly agree (b) Agree (c) Neutral (d) Disagree.

66
15. To what extent do you think that you are best suited for the job?
(a) To great extent (b) To some extent
(c) Satisfactory (d) Not satisfactory.

16. Which techniques are used to improve your work life?

(a) By doing hard work (b) With patience
(c) Understanding others (d) Balancing both work &official work.

17. How often do you go home in time?

(a) Occasionally (b) Daily (c) Rarely (d) Never

18. How often your official commitments obstruct your personal and family
works?
(a) Always (b) Often (c) Rarely (d) Never.

19. How often your personal work obstruct your official commitments?
(a) Always (b) Often (c) Rarely (d) Never

20. The suggestion scheme in your organization is?

(a) Very effective (b) Good (c) In effective.

21. Quality orders are instrumented improving quality in work?

(a) Strongly agree (b) Agree (c) Neutral (d) Disagree.

22. Recognition and rewards are given based on employee performance?

(a) Strongly agree (b) Agree (c) Neutral (d) Disagree

67
23. Are you able to balance your personal requirements without affecting your job
requirements?
(a) Always (b) Often (c) Rarely (d) Never

24. How often social gatherings & departmental meetings are conducted in your
department?
(a) once in a year (b) quarterly once (c)monthly once (d)disagree

68
 ANNEXURE-2

Bibliography

The Democratic Corporation -

by William O. Gimes.

Managing Human Resource -

by Wayne F .Cacao.

Democracy at Work -
(International series on the Quality of life)
by F.Emry &E.Thorsurd

Company Profile -
http://www.expressroadways.com
www.kesocorp.com
www.idianhrqualitycheek.com
www.hrindia.com

69