A RESEARCH PROJECT REPORT ON

(“EMPLOYEE SATISFACTION ON BHARAT SANCHAR NIGAM LIMITED”)
FOR THE AWARD OF

MASTER OF BUSINESS ADMINISTRATION (HR)

UNDER THE GUIDANCE OF
DR. SANDEEP SANDILYA

SUBMITTED BY ABHISHEK SHAKYA
MBA (2007-09) Enrolment No. 2007PHR003

INSTITUTE OF BUSINESS MANAGEMENT, MANGALAYATAN UNIVERSITY, rd 33 KM STONE, ALIGARH-MATHURA HIGHWAY, BESWAN, ALIGARH

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MANGALAYATAN UNIVERSITY

INSTITUTE OF BUSINESS MANAGEMENT

CERTIFICATE

Dated……….

This is to certify that the Research Work done on (Title) is a bonafide work carried out by Mr.ABHISHEK SHAKYA a student of Class MBA semester 4th Enrl No 2007PHR003 under my supervision and guidance. The Research Report is submitted towards the partial fulfillment of Two–Years Full Time Master of Business Administration in HUMAN RESOURCE (specialization). The work done by him/her is original and has not been submitted any where for any purpose. We wish him/her all the best for all the future endeavors.

Name & Signature of Faculty

Dean IBM
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ACKNOWLEDGEMENT
The entire project from the very idea of its reality would not have been possible without the guidance and support of many people. As no human effort and attempt are completed unless somebody pave a right direction and right path. So, the case with me in accomplishing my project objectives I am indebted to many and it is the right time to acknowledge and appreciate them.

Abhishek Shakya
(2007PHR003) M.B.A (H.R) Mangalayatan University Aligarh(U.P)

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as well as having the opportunity to participate. It is through a project that a management student learns his/her first lesson in handling people and then completing his/her work and gets a practical knowledge of the field he/she is specializing in. engage and be involved in 5 . Along with all other branches like Marketing. A good HR strategy as well as proper deliberation on Employee Satisfaction can lead to its success while a poor strategy can lead to the failure. HR is also very essential in order to survive in the market. “A positive work environment starts with people having a clear sense of purpose and direction.PREFAC A project is a very important and mandatory part of Industrial Psychology. etc. Finance. A consistently high level of employee motivation and commitment are the key factors in developing a positive working environment for any business. IT. It is very essential for a student of management to know the working and nature of corporate world before entering it.

support and challenge from their boss and from the people around them is vital. We all spend a lot of time at work but if there is a clear sense of success. 6 . and making sure that they know their objectives and specific goals.that process. “Clearly. an open environment of feedback. This includes giving your staff some degree of self-determination. output and delivery connected to a clear goal and purpose then people will feel a lot more engaged.

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12 Annexure 72-77 8 .1 2 2.N.CONTENTS CHAPTERS 1 1.L. Corporate Profiles Employee Satisfaction Objective of Study 7-9 PAGES 10-12 13-18 19-26 27-34 35-36 37-39 40-48 49-59 60-62 63-64 65-66 67-69 70-71 Research Methodology Research Design Data Analysis Findings Suggestions Limitations Overall Experience Bibliography.S.1 6 7 8 9 10 11 TOPIC Executive Summary Importance Of The Study Introduction of B.1 3 4 5 5.

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• To study the employee satisfaction level at various point of view • To feel the pulse of the employees views and other suggestions 10 .EXECUTIVE SUMMARY Each employee satisfaction survey program is executed a little differently depending on individual company needs and resources. Objective of the study is to critically analyzing employee satisfaction in Bharat Sanchar Nigam Limited Aligarh. which have the dual purpose of gaining employee involvement and support for the employee satisfaction program while gathering critical input to be used in designing the actual employee satisfaction survey. Complete programs often start with separate employee and/or management focus groups.

Experimental research What I used is Descriptive Research. observation. Primary data 2. comparison and experimentation. In short. the search or knowledge through objective and systematic method of finding solution to a problem is research In methodology I used two types of data 1. Descriptive or conclusive research 3. Exploratory research 2.• To try to look for the best strategies and suggestions over employee dissatisfaction (if any) exist in company In research it is the pursuit of truth with the help of study. Secondary data Research design is mainly of three types: 1. 11 . Descriptive Research includes surveys and fact finding enquiries.

Then I tried to give suggestions with my best efforts. recognition etc. 12 . salary.In data analysis I found that some of the employees were not satisfied with working condition.

in turn. By establishing frequent and consistent employee feedback employees.Research shows that satisfied. 13 processes. motivated employees facilitate higher customer satisfaction and. can develop such a workforce. Organizations that invest in measuring employee opinions and attitudes. positively influence organizational performance. by incorporating Employee Satisfaction Surveys into their existing HR processes. Confirmit solutions enable enterprises to retain and develop their most vital asset - .

management can establish effective professional development initiatives. enterprises can identify problem areas and develop Training solutions that create a supportive work environment and foster a motivated. Increased Employee Loyalty By quantifying and analyzing employee attitudes and opinions. Improved Customer Service Because motivated employees are critical to improved 14 . versus compensation. Needs Assessment Employee Satisfaction Surveys help to develop individual goals and career potential.The following are just a few benefits of an Employee Satisfaction Survey powered by Confirm it: More Accurate Perspective Organizations can attain clearer perspective on how their employees prioritize and rank the importance and value of topics such as corporate benefits. versus career development. loyal. With more insight into employee opinions and attitudes. workforce.

Confirmit enables creation of automated online survey and reporting processes that are tailored to businesses and employees. eliminate the inconveniences of manual data entry. enterprises that value and strive for greater Employee Satisfaction ultimately create higher customer satisfaction. 15 . and reduce turnaround time from survey creation to deployment and results. such as increasing customer satisfaction.organizational initiatives.

2000 the department of Telecom Operations.INTRODUCTION OF BSNL On October 1. Government of India became a Corporation and was christened Bharat Sanchar Nigam Limited (BSNL) Today. introduction of new 16 . Telecommunication Company and the largest public sector under taking of India and it’s responsibilities include improvement of the already impeccable quality of telecom services. expansion of telecom network. BSNL is the NO.

deftly. 99. 1. and instilling Responsibilities that BSNL has managed to shoulder remarkably. As they speak volumes on BSNL’s standing: The telephone infrastructure alone is worth about Rs. Every call form WELL-M –to -WELL-M will be of three minutes 17 .2 billion). 22. 00. fixed line and WLL-M phone. Nation wide network management and surveillance system (NMSS) to Control telecom traffic and nearly 3.000 crore (US $ 21.55.9% of it’s exchanges digital. Bhart Sanchar Nigam Limited is a name to reckon with the world of connectivity. Turnover of Rs.000 crore (US $ 4. Today with a 43million line capacity. and you Have the ingredients for restructuring India for a bright future BSNL. Consider the figures.comprehensive Range of telecom services and a penchant for excellence. BSNL’s nationwise coverage and reach.632 route kms of OFC network.telecom services in all villages confidence among its customers. Along with its vast customer base .BSNL’s financial and Asset bases too are vast and strong.6 billion) Add to Which. Relience file new well-m tariffs New delhi :state-owned telecom company BSNL has filed new Tariffs with telecom reglator TRAIfor WLLM(mobile wireless in Local loop) service & iI has decided to keep different duration for Call to cellular .

BSNL has decided To keep the WLL-M rental at Rs. which plans to go live with about a million WLL-M connections within the next few days. was for Relience to Relience calls. 200 a month. The offer particularly for STD calls. 1. Relience infocomm. The company officials said that they have decided To absorb certain network interconnect charges it has to pay to other Phone companies.30 seconds. Which will be provided by the company.20 per call. with an option for Subscribers to pay another Rs 200 a month and on the handset. has also decided To charge its subscribers 0. Depending on which phone they are dialing to. New pulse rates or call duration means that BSNL subscribers will Pay Rs. Bharti’s fixed line services 18 . said sources familiar with BSNL Plans. Touchtel. It has decided to offer rates for outside their Own networks to avoid being hauled up by triel for offering discriminatory charges from its subscribers. it will be 90 second and for WELL-M To cellular phones . Earlier.40 paise a minute for calling WLLM Subscribers of other companies like Tata Indicom and BSNL. which will be of different time length.For WELLM-to-fixed phone .

It offers you a host of value added services and unmatched features not found in any other Celluler services. all incoming calls will be free. Call duration will decrease substantially for talking on different Services. whichwi. Some have filed and are expected To file by Monday. Cellone givesyouall India roaming facility (including Delhi and Mumbai) and 19 . New telecom tariffs are to take effect from may 1 across the Country And all phone companies have to file new rates with TRAI for the. Under new tariffs. fixed line and WLL-M .celluler. Service(s) they offer . 1 I mainly Impact about 12 million celluler subscribers nation wide. has also filed new Tariffs..company. besides. As a proud subscriber of cell one service you will stay in touch with your near and dears any where in India because cell one is the only Cellular service which is available in all major cities and covers all Major highways. MOBILE SERVICES-CELLONE Cellone is the Post paid services of the BSNL.before They can implement new rates. which are expectd to be on lines of the once filed by MTNL Last week.

VPN etc. As a cell one subscriber you will enjoy benefits like: • No security deposit if you are an existing BSNL subscriber. split Charging. • free. A host of value added services are also available at very economical charges: Voice mail services Short message services (SMS) Group Messaging National and international roaming Call forwarding Corporate virtual private network Call conferencing Friend and family talk Call waiting and call holding facility  In services like prepaid cards Universal access No.international roaming facility to more than 300 Network across the world.  Wireless application protocol(WAP): Surf WAP enabled Websites on internet using the services          20 . • No security deposit or monthly rental for national roaming Facility in plan-325 &525. • • Voice mail recording and receiving facility CLIP free Call waiting and call holding facility free.

monthly PSTN charges.include in para 3 above 21 .Unified Messaging services: Your mobile phone  Integrate with The internet mail. voice phone. faxes. and access your email etc on your mobile OTHER Service tax extra at actuals   Billing cycle .

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) Lok sabha constituenties Secondary switching area (SSA) Short distance charging Area 23 505. Its Northern boundry is Formed by the districts of Saharanpur. km. telecom circle consists of 20 revenu Districts of the state of U.P. Badaun. It covers a population of approximately 50 Million spread over more then 62. Its Eastern boundary is formed by the districts of Pilibhit. Bijnore. Ferozabad. Bareilly. Etah. right from Saharanpur to agra.CORPORATE PROFILES Bharat Sanchar Nigam Limited(BSNL) is one of the largest public Sector unit Westorn U. Item 26/04/2009 status as on Population (in lacs as 2001 Census) Area (in sq. Moradabad Rampur & Bareilly. and Agra.6 62548” 24 16 64 . P.500 sq km.

24 . 5. 24%mobile user.5 lack village. The entire western belt is rich in Agriculture and Industries with the industrial Area of Noidaat its apex. Bangles and glasswork at Ferozabad. Some world famous industries are also flourishing in This region like Brassware at Moradabad. 7330 city/Town. 17. Ceramic Pottery at Khurja and locks at Aligarh. 2.5 million internate subscriber. 35. In India BSNL establish in 1 oct 2000.(SDCA) Revenue district Tehsils Blocks Revenue Villages 20 87 208 23604 Ever since its creation as an independent entity it has made considerable progress and achieved more than its expectations and fulfilled the commitments of the development of telecom facilities and their effective operation & maintenance in this region for which it was formed. BSNL have 37342 exchanges all over India and it has 45 million land Line capacity. Through it’s Microwave network it connect with 602 District.1 million basic phone subscriber. It’s world’s seventh largest Telecommunication company providing comprehensive range of telecom service. 25 million WLL subscriber.8 million cellular customer. shoes and Leather articles at Agra.

) The turn over nationwide coverage reach comprehensive range of telecom services 7 desire to EXCEL has made BSNL the NO. dollor 16. BSNL plan to expand its customer base from present 47 million line to 125 line while Dec 2007 & infrastructure investment plan to the tune of the Rs 733 crore. Features of BSNL: * It has nationwide All the India Network. 1 telecom company of India. 8 billion doller) yearly Turn over with net profit 99390 million.S.BSNL have 351820 million Rs ( US doller. * There is several products which is launched by BSNL for Customer Convience.67 million in the next three year. As. Infrastructura assets on telephone alone are work about Rs 63000 million. (in U. • Data one • Cell one service • Call now • Bphone • Excel • Tarang • Sanchar Net • Web phone • India Telephone card 25 broad band country wide cellular STD call at reduce rate Basic telephone service prepaid cellular card .

* The Turnover/sales for the year 2007-2008 is Rs.21 billion US dollar) gross fix assets. Organization. 99390 million * The company has regional office (circlevise) more then 26. which is sensitive and interactive to the needs of Customer. 2. Continuous upgrading of quality and process to meet changing needs of customer. Company’s Quality Policy “Total Customer satisfaction through Quality Management and Continuous Improvement QUALITY OBJECTIVES 1. * BSNL have 8153 crore (1. 3. Optimization of return on investment by• Continuous improvement 26 .87 billion US dollar) gross investment * BSNL have over Rs 118719 crore (27.

WORK LAYOUT Commercial department • Administration/HR/O&P • Safety • Legal • Purchase • Accounts Support Service • Customer Care Executive 27 . Work of international norms of quality and management 5. The company has successfully practiced the best work ethics and technology along with the TPM & Kaizen approach and harmony through team work.• • • • • Technology development Organizational and personnel development Cost reduction efforts Effective use of all resources Harmonious and safe work condition 4.

• O&P(Organization & Personnel) Activities Under-Taken By O &P-Works An Overview • • • • • Recruitment of subordinate staff Employer Branding Placement review & career progression planning Employee Training & Development Employee Separation ORGANIZATION STRUCTUR BOARD 28 .

EXECUTIVE DIRECTOR (MARKETING) OEM SALES AFTER EXPORT ADMISTRATION DEPTT.CHAIRMAN/ DEPUTY CHAIRMAN MANAGING DIRECTOR/ PRESIDENT EXECUTIVE DIRECTOR CORPORATE PLANNING DEPTT. CUSTOMER SERVICE DEPTT HRD 29 . SALES DEPTT. &MANAGING SERVICES MARKET SALES FINANCE & ACCOUNT DEPTT.

OUR BELIEFS • All our operations must create value for our customers & also result in sustained profitability.VISION • To become the largest telecom service provider in Asia. • Leadership is to be nurtured at all levels of the hierarchy VALUE • Honesty. Integrity & Ethical working • Respect for individuals • We shall uphold the dignity of the individual 30 .

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The link between employee attitude and customer satisfaction can be seen both in quantitative studies and in everyday life. courtesy.A general Idea to Employee Satisfaction Employee Satisfaction -. memorable experiences you have had as a customer that caused you to return to a place of business and/or recommend it to a friend. happy employees are in a position to dazzle customers by treating them with respect. On the other side of the coin. How did this make you feel? You have found yourself making a mental note to not return to a place of business where you were mistreated.A Necessity for Keeping Customers Satisfied It is difficult to overestimate the impact of employee attitudes on the satisfaction levels of customers. and warmth. If your products and systems are performing to customer expectations. Think back to the last sour experience you had with a person who was servicing you. At the very least. you probably will not recommend an organization whose employees have mistreated you. it can reduce the damage that product/systems' problems cause to customer satisfaction. you probably can recall positive. While positive employee attitudes and customer treatment may not be enough to fully overcome problems with product or internal systems. 32 .

In addition to improved customer treatment. an improved reputation of your company as a place to work may make it easier to attaract quality employees. Also. how do explain why employees leave their jobs for another when the perks are similar or just slightly more than what they were getting? Why do some decide to work for someone else even though the salaries they are now getting are lower than the previous employments? Why do some others quit when they don't have any other jobs to fall back to and rather be unemployed until they find one? 33 .One excellent way to do this is to administer an employee satisfaction survey. By repeating this process annually you can track your company's progress toward improving employee satisfaction. and make appropriate changes to policies and procedures. If that is not it. other benefits of measuring and improving employee satisfaction include reduced turnover and associated reductions in training costs. One of the major reasons for employee dissatisfaction is the lack of personal growth. analyze the results.

He should provide them with the tools 34 . He has to evaluate the performance of his managers and supervisors. they feel bored and uninspired. they'll tell you what you want to hear. bicker around or walk off. When you probe further.If you ask. If these needs are not met. you'll hear that the employee dissatisfaction is due to several other discontents. they rebel by either giving less than their best. When you ask what better means. What should an employer do? One of the areas that an employer has to look at if employee dissatisfaction is prevalent and they leave at an unacceptable rate is the capability of its heads of departments. the common answer that you will hear is that they were looking for something better. They want to feel appreciated. you may find that the displeasure all points back to the lack of personal development. An employer who doesn't help its personnel acquire better ways to do things and develop a sense of self-worth are going to lose them. If you analyze all the reasons. They want to build great relationships based on trust. People don't work just for the sake of money though that's the main motivation. They want to feel needed. When humans don't experience any kind of self-improvement. They want to learn. His leaders can make or break the team and his business.

Well-trained. Employee dissatisfaction is the forerunner to a number of problems that can be quite serious to a small business. The clear and obvious signs of employee dissatisfaction include: 1. He should encourage his leaders to read. it could indicate the onset of personal problems--or job dissatisfaction. motivated and happy employees render outstanding services and bring satisfaction to clients. Excessive tardiness and absenteeism. Its growth depends on building relationships with everyone involved. When an employee who used to be dependable begins to call in sick or is late to work. Employees almost always send signals of their discontent. Business is not all about making profits. That means it's not only looking at his client's interests. The same may 35 . to such as theft. It's vital for the management of a small recognize signs employee dissatisfaction before difficulties have the chance to manifest.and resources to help them grow and train them to lead. These include employee turnover and the potential for financial company abuse. the check of fraud and embezzlement. He must lead by example.

5.). 2. Decreased quality and quantity of work.m. working hours. car repair. 3. Lack of enthusiasm indicated by reducing working hours.be true when an employee begins scheduling flexible outside activities during the workday (such as haircut appointments. When an employee becomes dissatisfied with his job--or with the style of management within a company--the quality of work will reflect it. Complaints by employees against a particular individual within the company. working 36 . 4. sharp. Often the dissatisfaction of disgruntled employees is noticed first by those who work most closely with them. benefits. When an employee who has always stayed at work "until the job is done"--or who has even come in frequently on weekends to finish projects--begins leaving every night at 5 p. etc. Complaints by an individual employee regarding salary. job dissatisfaction should be suspected.

Management should never treat such complaints lightly. frequent arguments with associates frustration. When managers realize that an employee is showing signs of dissatisfaction. The behavior prompting the meeting should be discussed. a meeting should be set up allowing the employee to air grievances. Displays of anger. or which team can members in strife or with other other inappropriate activity. spending excessive time at the water cooler. Job dissatisfaction often leads to result 37 . employees. Increased e-mail usage during work time. etc. making outside phone calls. etc. Recognizing employee dissatisfaction is only half the battle.conditions. 7. between a manager and the employee--and should be specific as to intent. Dissatisfied employees often spend extra time cruising the Internet on company time. 6. This meeting should be private.

38 .with the employee given the opportunity to bring out reasons for dissatisfaction. can working conditions be improved? Are employee shifts too long? Have benefits fallen behind what is standard in the industry? Has communication between employees and managers broken down? These problems and others can make life hard for employees--and ultimately will hamper productivity. Reports of discontent give management the opportunity to examine and correct potential problems in the company. Remember. For example. And the dissatisfied employees should not automatically be looked at as "troublemakers. a company should not look the other way." Reports of dissatisfaction among employees should be viewed similarly to customer complaints: as a chance to improve operations. When discontent resulting from any of these areas is reported or noticed. the reason or reasons may be valid--and may affect other employees in addition to the employee being addressed. pretending that a problem does not exist.

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Main Objective • To critically analyze employee satisfaction in Bharat Sanchar Nigam Limited Aligarh. Sub Objectives 40 .

• To analyze the physical work condition • To analyze the satisfaction level by analyzing the Industrial Relation between employees & management • To find out the level of workers participation • To try to look for the best strategies and suggestions over employee dissatisfaction (if any) exist in company 41 .

RESEARCH METHODOLOGY Introduction: Research may be defined as a documented prose work. Documented prose work means organized analysis of the subject based on borrowed material with suitable acknowledgement & consultation in the main body of the paper. It is the pursuit of truth with the help of study. 42 .

observation. organizing & evaluating data. making deduction & reaching conclusion.” 43 . comparison & experimentation. “research comprises defining & redefining problem. & at least carefully testing the conclusions to determine whether they fit the formulating hypothesis” Research in common parlance refers to a search for knowledge. In short. collecting. “A careful investigation or inquiry specially through search for new facts in Any branch of knowledge. the search or knowledge through objective & systematic method of finding solution to a problem is research. formulating hypothesis or suggest solution. According to Clifford Woody.

The Advanced Learner’s Dictionary of Current English.” Redman & Mory 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 44 research purpose with . “Systematized effort to gain new knowledge..

Experimental research 1. Descriptive or conclusive research 3. measurement & analysis of data. Exploratory Research: It is often the initial step in the series of studies designed to supply 45 . Types of Research Design Research design is mainly of three types: 1. Exploratory research 2. it is a strategy specifying which approach will be used for gathering and analyzing the data.economic in procedure. It constitutes the blue print for the collection. Research design is a plan that specifies the source and types of information relevant to the research problem. In fact research design is the conceptual structure within which research is conducted.

It is guided by an initial hypothesis.information for decision making. Experimentation is defined as process where events accrue in a setting at the discretion of the experimenter and controls are used to identify the source of variation in the subject . The main purpose of this research is that of formulating a problem for more precise investigation or of developing the working hypothesis from an operational point of view.Thus. 3. 46 . The descriptive research is typically concerned with determining the frequency with which something occurs or determining the degree to which variables are associated. experimental researches are those where the researcher tests the hypothesis of casual relationships between variables. 2. Experimental Research: In experimental research some variables are manipulated to observe their effect on other variables. The major emphasis in such studies is on the discovery of ideas and insights. Descriptive Research: Descriptive Research includes surveys and fact finding enquiries.

METHOD OF DATA COLLECTION
The key for useful systems is the selection of the method for collecting data and linking it to analysis and decision issue of the action to be taken. The accuracy of the collected data is of great importance for drawing correct and valid conclusions from detailed investigations. There are two types of data viz., Primary and Secondary.

PRIMARY DATA
The primary data are those which are collected of a fresh and for the first time, and thus happen to be original in the character .There are several methods of collecting primary data., particularly in survey and descriptive researches . Some important ones are:

• Observation Method • Interview Method • Questionnaire • Schedules, etc.

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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 some one else and which have already been passed through the statistical process. Secondary data may either be published data or unpublished data . The following have been the sources for collecting secondary data:

• Internet • Books

Methods
The choice of methodology is always selected on the basis of what is best of the respondents – best in terms of convenience, ease of use, and trust in the method. Determining the need

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The need for such surveys is greater when one or more of the following factors is present: Rapidly growing organization: It is critical to find out how employees feel about their jobs, the company and their fit and future within it. Highly competitive company industry: In an industry like turn over minimization and

insurance

productivity and creativity maximization are keys to success. Staying in touch with employees is necessary to facilitate continued competitiveness. Contemplated changes in pay & benefits: To know what needs to be “fixed” and how much “fixing” it needs to maximize return on invested money and people resources. Planned or recent organizational changes, including change of leadership: Change can be difficult for many people. If not handled properly, productivity and profits can decline.

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Determining what and how to ask Organizations usually develop a base questionnaire that contains core questions necessary for substantially all employers. There are three broad types of questions: Factual ones, those dealing with opinion i.e. opinion questions and those dealing with motivation i.e. motivation questions. The majority of questions on a employee satisfaction survey should be answered using a scale. Examples include 5-point scales, Likert scales (e.g., five points ranging from “VERY DISSATISFIED” to “VERY SATISFIED”).Including an open-ended question allows the
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The area of focus in the current study being front office.” This is then customized to fit it to the particular needs of the department being studied. All items were to be rated on a five point Likert scale. adding and deleting items as appropriate. The verbatim responses will help you understand what is behind that score. All types of questions were included covering nearly every facet of employee satisfaction. A dimension is a broad-based subject category which measures an important aspect of satisfaction. Each item in the survey was combined with other related survey items to produce dimensions. they will bring meaning to some of your scores. Existing instruments were reviewed and studied.respondents to give their suggestions and recommendations in writing. While verbatim comments are not easy to tabulate. Dimensions greatly simplify the reporting and feedback of survey results by 51 . the researcher studied and reviewed all the recent projects and trainings organized for this team in order to select the broad dimensions for study.” “It’s pretty powerful to see exactly what some of your employees are saying about you.

proper skip patterns. grammar and format. It may be regarding what and why is happening. Proofing & testing This includes checking misspelled words. how will the results be used in their favor. Each scale question 52 has multiple possible . Inviting the employees & obtaining a high response rate Certain information is communicated to the employees to invite them for the survey and obtain a high response rate. question numbering. duration and deadline for completing the questionnaire to thanking the employees for their time and co-operation. Interpreting the results It is astounding how much “data” can be created by a survey. assuring the anonymity.providing specific findings for each subject category measured.

answers. if not impossible. Simply reading comments can give one a flavor for the types of issues on employees’ minds. each of which is reported along with each item’s average score. by calculating each area’s level on a “bottom line” measure – overall satisfaction. However. and there is statistical analysis. The different approaches for analysis may include: Leverage analysis: It provides a way of selecting areas to focus on. proper interpretation becomes difficult. Findings Suggestions 53 . there are results for various dimensions. Comment Analysis: Recommendations/suggestions written by employees as well as patients/attendants generated qualitative data.

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ARE YOU SATISFIED WITH YOUR PHYSICAL WORK CONDITIONS? 10% 10% 0% VERY DISSATISFIED DISSATISFIED NEUTRAL SATISFIED 50% 40% VERY SATISFIED 75% EMPLOYEES ARE SATISFIED WITH PHYSICAL WORK CONDITION & 19% ARE NOT SATISFIED. 55 .

56 .ARE YOU SATISFIED WITH YOUR FELLOW WORKERS? 0% 35% 20% 10% VERY DISSATISFIED DISSATISFIED NEUTRAL SATISFIED 35% VERY SATISFIED 68% EMPLOYEES ARE SATISFIED WITH THEIR FELLOW WORKERS & 14% ARE NOT SATISFIED.

57 .ARE YOU SATISFIED WITH THE RECOGNITION YOU GET FROM GOOD WORK? 0% 10% `10% 35% VERY DISSATISFIED DISSATISFIED NEUTRAL SATISFIED VERY SATISFIED 45% 82% EMPLOYEES ARE SATISFIED WITH THE RECOGNITION THEY GET FROM THEIR GOOD WORK & REMAININGS ARE NOT SATISFIED.

WHILE 16% ARE NOT. 58 .ARE YOU SATISFIED WITH YOUR IMMEDIATE BOSS? 14% 37% 2% 17% V E R Y D IS S A TIS F IE D D IS S A TIS F IE D N E U TR A L S A TIS F IE D V E R Y S A TIS F IE D 30% 67% EMPLOYEES ARE SATISFIED WITH THEIR BOSS.

59 .ARE YOU SATISFIED WITH THE INDUSTRIAL RELATIONS BETWEEN MANAGEMENT AND WORKERS? 6% 44% 6% 6% VERY DISSATISFIED DISSATISFIED NEUTRAL SATISFIED 38% VERY SATISFIED 82% EMPLOYEES ARE SATISFIED WITH INDUSTRIAL RELATION AND REMAININGS ARE NOT SATISFIED.

60 .ARE YOU SATISFIED WITH YOUR RATE OF PAY? 8% 8% 23% V E RY DIS S A TIS F IE D DIS S A TIS FIE D NE UTRA L S A TIS F IE D 15% V E RY S A TIS FIE D 46% 61% EMPLOYEES ARE SATISFIED WITH THEIR RATE OF PAY WHILE REMAININGS ARE NOT.

WHILE 25% ARE NOT.ARE YOU SATISFIED WITH THE ATTENTION PAID TO SUGGESTIONS YOU MAKE? (WORKERS PARTICIPATION) 6% 6% 19% V E RY DIS S A TIS FIE D DIS S A TIS FIE D NE UTRA L S A TIS FIE D V E RY S A TIS FIE D 50% 19% 56% EMPLOYEES ARE SATISFIED WITH WORKERS PARTICIPATION IN MANAGEMENT. 61 .

ARE YOU SATISFIED WITH YOUR HOURS OF WORK? 6% 38% 6% 6% VERY DISSATISFIED DISSATISFIED NEUTRAL SATISFIED 44% VERY SATISFIED 82% EMPLOYEES ARE SATISFIED WITH THEIR HOURS OF WORK & 12% ARE NOT SATISFIED 62 .

WHILE REMAININGS ARE NOT SATISFIED. 63 .ARE YOU SATISFIED WITH YOUR POWER AND PRESTIGE IN THE JOB? 6% 38% 6% 19% VERY DISSATISFIED DISSATISFIED NEUTRAL SATISFIED 31% VERY SATISFIED 69% EMPLOYEES ARE SATISFIED WITH THEIR POWER AND PRESTIGE IN THE JOB.

WHILE REMAININGS ARE AFRAID OF THAT. 64 .ARE YOU SATISFIED WITH THE JOB SECURITY? 1 9% 6% 25% V E R Y D IS S A TIS F IE D D IS S A TIS F IE D N E U TR A L S A TIS F IE D V E R Y S A TIS F IE D 44% 6% 63% EMPLOYEES ARE SATISFIED WITH THEIR JOB SECURITY.

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FINDINGS • 75% EMPLOYEES ARE SATISFIED WITH PHYSICAL WORK CONDITION & 19% ARE NOT SATISFIED. WHILE REMAININGS ARE NOT SATISFIED. • 67% EMPLOYEES ARE SATISFIED WITH THEIR BOSS. • 68% EMPLOYEES ARE SATISFIED WITH THEIR FELLOW WORKERS & 14% ARE NOT SATISFIED. • 82% EMPLOYEES ARE SATISFIED WITH INDUSTRIAL RELATION AND REMAININGS ARE NOT SATISFIED. 66 . • 82% EMPLOYEES ARE SATISFIED WITH THE RECOGNITION THEY GET FROM THEIR GOOD WORK & REMAININGS ARE NOT SATISFIED. WHILE 16% ARE NOT. WHILE 25% ARE NOT. • 69% EMPLOYEES ARE SATISFIED WITH THEIR POWER AND PRESTIGE IN THE JOB. 61% EMPLOYEES ARE SATISFIED WITH THEIR RATE OF PAY WHILE REMAININGS ARE NOT. • • 82% EMPLOYEES ARE SATISFIED WITH THEIR HOURS OF WORK & 12% ARE NOT SATISFIED • 56% EMPLOYEES ARE SATISFIED WITH WORKERS PARTICIPATION IN MANAGEMENT.

WHILE REMAININGS ARE AFRAID OF THAT. 67 .• 63% EMPLOYEES ARE SATISFIED WITH THEIR JOB SECURITY.

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• Don’t be autocratic. • Recognize the employees by rewarding them for their good work done. • Give chance to employees to participate in management also. working conditions etc. • Remunerate employees on the basis of quantum of work done. 69 . try to listen your employee’s suggestions also. working hours. • Follow job rotation to keep employees free from boredom ness.SUGGESTIONS • Don’t take lightly the complaints by an individual employee regarding salary benefits.

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 It was very difficult to get correct information from employees  Limitedness of sample size. as training was restricted to Aligarh Branch of BHARTI SHANCHAR NIGAM LIMITED. so that I could get more insightful information from employees.  Limitedness of time to interact with individuals to convince them to fill open ended questionnaire. 71 .

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and some of its goals. At last I tried to give full knowledge of my summer training project in short. And I realized that the machines cannot replace the people that are the man power and the success of this organization is because of the employees. visions.I had an excellent experience working with. that is why I preferred this topic for my summer training project. Operation. It has taken hands in hands to achieve all those objectives of its organization. The company is having some of its missions. creativity and learning are respected as well as expected. To achieve all these goals and objectives it is having world class employees in the Held of Sales. At BHARAT SANCHAR NIGAM LIMITED Company contribution. 73 . Training etc. I have learned a lot by interacting with the senior and junior staff working out there. Finance. BHARAT SANCHAR NIGAM LMITED no matter for a small period.

I learned that how much summer training is important for the students of management before moving in corporate word and to exist there without any anxiety.That was great experience. I realized that there is a lot of difference between theoretical and practical knowledge. 74 .

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Kothari (Research Methodology) Webliography • www.com • Yahoo search engine 76 .en.documents • C.google.in • www.wikipedia.co.BIBLIOGRAPHY • Bharat Sanchar Nigam Limited .R.

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Neutral D. B. Satisfied E. Satisfied E.— A. The recognition you get from good work. 1. B. 2. Dissatisfied C. Satisfied E. Very dissatisfied Very Satisfied. Dissatisfied C. 3. Neutral D. Neutral D. Your fellow workers. The freedom to choose your own method of working. Very dissatisfied Very Satisfied. Dissatisfied C. B.A. B. Very dissatisfied Very Satisfied.A. Satisfied E.ANNEXURE JOB SATISFACTION QUESTIONNAIRE INSTRUCTION: Please indicate: How satisfied are you with the following by using appropriate rating scale. Neutral D. Dissatisfied C. A. 4. Very dissatisfied Very Satisfied. Physical work condition. 78 .

Neutral D. Neutral D. Industrial relations with management and workers.--' A. 10. Neutral D. Dissatisfied C. Very dissatisfied Very Satisfied. Dissatisfied C. B. Dissatisfied C. Your chance of promotion. Opportunities to use your abilities. Your rate of pay. Dissatisfied C. Dissatisfied C.--. Very dissatisfied Very Satisfied. 7. 6. A.5. A. Very dissatisfied Very Satisfied. Satisfied E. B. ---. 8. Neutral D. 79 .--. B. Your immediate boss. 9. Satisfied E. A. Very dissatisfied Very Satisfied. Satisfied E. B.B. Satisfied E. Very dissatisfied Very Satisfied. Satisfied E. Neutral D.A. Amount of responsibility you are given.

. Your hours of work A. B. Neutral D. A.. Neutral D.A. Dissatisfied C. Satisfied E. 15. Satisfied E.-. Satisfied E. Very dissatisfied Very Satisfied. B. Satisfied E. The attention paid to suggestions you make. Dissatisfied C. Dissatisfied C. Neutral D. Your job security. The way your firm is managed. Very dissatisfied Very Satisfied. Satisfied E. 80 . 11. Neutral D. B. B. Very dissatisfied Very Satisfied. The amount of variety in your job A. Very dissatisfied Very Satisfied. B. 12. A. Very dissatisfied Very Satisfied. Dissatisfied C. 14. Neutral D. Dissatisfied C. 13.

Chance to learn new things.A. Very dissatisfied Very Satisfied. Opportunity to make decisions A. B. Very dissatisfied Very Satisfied. Neutral D. Very dissatisfied Very Satisfied. Very dissatisfied Very Satisfied. Dissatisfied C. B. Dissatisfied C. Very dissatisfied Very Satisfied. B. A. Opportunity to help others with personal problem at work A. Satisfied E. B. Neutral D. Dissatisfied C. Neutral D. Neutral D. Dissatisfied C. Neutral D. Satisfied E. 20. Neutral D. 81 B. Satisfied E. 16. A. Very dissatisfied Very Satisfied. Dissatisfied C. B. 19. Satisfied E. Satisfied E. Opportunity to Achieve something worthwhile. Power and prestige in the job. . Dissatisfied C. 17. Satisfied E. 18. A.

Name: Designation: Deptt: Experience: 82 .

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