Summer Internship Project Report

On

“EMPLOYEE ENGAGEMENT”

By

MehakSood

A0102312052

MBA-HR Class of 2014

Under the Supervision of

Mr. A.K Pandey

Department of Human Resource

In Partial Fulfillment of the Requirements for the Degree of

Master of Business Administration –Human Resource

at

AMITY BUSINESS SCHOOL

AMITY UNIVERSITY UTTAR PRADESH

SECTOR-125, NOIDA-201303, UTTAR PRADESH, INDIA

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 Table of Contents

S.No. Topic Page No.

1 Chapter 1-Introduction 7-21
2 Chapter 2-Purpose 22-23
3 Chapter 3-Literature review 24-26
4 Chapter 4-Introduction to the project 27-37
5 Chapter 5-Research methods and 38-39
procedure
6 Chapter 6-Data analysis and findings 40-66
7 My contribution 67
8 Conclusions 68

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 DECLARATION

Title of Project Report

“Employee Engagement”

I declare

a) That the work presented for assessment in this Summer Internship Report
is my own, that it has not previously been presented for another assessment and that my
debts (for words, data, arguments and ideas) have been appropriately acknowledged.
b) That the work conforms to the guidelines for presentation and style set
out in the relevant documentation.

Date:

MEHAK SOOD

A0102312052

MBA-Human Resource Class of 2014

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 CERTIFICATE

I hereby certify that MehakSood student of Masters of Business Administration- Human

Resource at Amity Business School, Amity University Uttar Pradesh has completed the Project
Report on “Employee Engagement” under my guidance.

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 ACKNOWLEDGEMENT

With all humility and blessings of almighty, I place on record my gratitude and
indebtedness to the following without whose guidance, support and concern I would not have
been able to complete my dissertation.

I would like to express my gratitude to the management of Tata Teleservices Mohali for
giving me the opportunity to undertake my summer internship program in the company which
gave me an insight into the working of the company and the telecom sector.

During the training I had the privilege to work under the guidance of Faculty Guide Mr.
A.kPandeyto my honorable guide, Mrs. Venus Pahwa for being an indispensable source of
guidance and encouragement. The knowledgeable discussions with him gave me confidence to
accomplish this task. I owe my sincere regards and thanks to her, who provided me with the
relevant material, assistance and support required for this project during the course of the
summer internship program.

Last but not the least, I would also like to thank my institute Amity Business school,
Noida for inculcating in me the management knowledge and skills and then providing me with
the best opportunity to apply and update my knowledge and skills through summer internship in
such an esteemed organization.

Mehak Sood

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 ABSTRACT

It will be appropriate to apprise to the reader that the cardinal objective of myproject is to carry
out an extensive survey which will not only reinforce and magnify the awareness level of
EMPLOYEE ENGAGEMENT in TTSL but also help the Company to improve its overall
efficacy of business.

From the day on which TTSL witnessed my presence, till date I ceaselessly yet relentlessly kept
on imbibing and garnering the basics of employee engagement in differentdepartments.

Owing to the fact that before one sets out for the survey he/she should have a thorough
knowledge of the topic he/ she is assigned with , I as a survey person spent my considerable time
in knowing about the TTSL s Employee engagement survey previously conducted by the
company and company policies ,vision, mission etc. After being reasonably conversant with the
employee name and departments

I slowly started the task of setting the ball of employee interaction rolling. Employee’s
interaction was in the shape of Feedback form. I distributed the Feedback form to each
department after the activity was conducted I started collecting them. Data analysis &
interpretation was followed by Findings & Recommendations.

As a part of my job designation I also coordinated in distributing rewards to employees as a part

of rewards and recognition. And did on boarding of 20 employees.

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 CHAPTER 1: INTRODUCTION

TATA GROUP

The Tata group comprises over 100 operating companies in seven business sectors:
communications and information technology, engineering, materials, services, energy, consumer
products and chemicals. The group has operations in more than 80 countries across six
continents, and its companies export products and services to 85 countries.

The total revenue of Tata companies, taken together, was $100.09 billion (around
Rs475,721crore) in 2011-12, with 58 percent of this coming from business outside India. Tata
companies employ over 450,000 people worldwide. The Tata name has been respected in India
for more than 140 years for its adherence to strong values and business ethics.

Every Tata company or enterprise operates independently. Each of these companies has
its own board of directors and shareholders, to whom it is answerable. There are 32 publicly
listed Tata enterprises and they have a combined market capitalization of about $93.42 billion (as
on May 2, 2013), and a shareholder base of 3.8 million. The major Tata companies are Tata
Steel, Tata Motors, Tata Consultancy Services (TCS), Tata Power, Tata Chemicals, Tata Global
Beverages, Tata Teleservices, Titan, Tata Communications and Indian Hotels.

Tata Steel is among the top ten steelmakers, and Tata Motors is among the top five
commercial vehicle manufacturers, in the world. TCS is a leading global software company, with
delivery centers in the US, UK, Hungary, Brazil, Uruguay and China, besides India. Tata Global
Beverages is the second-largest player in tea in the world. Tata Chemicals is the world’s second-

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largest manufacturer of soda ash and Tata Communications is one of the world’s largest
wholesale voice carriers.

In tandem with the increasing international footprint of Tata companies, the Tata brand is
also gaining international recognition. Brand Finance, a UK-based consultancy firm, valued the
Tata brand at $18.16 billion and ranked it 39th among the top 500 most valuable global brands in
their Brand Finance® Global 500 2013 report. In 2010, BusinessWeek magazine ranked Tata
17th among the '50 Most Innovative Companies' list.

Founded by Jamsetji Tata in 1868, Tata’s early years were inspired by the spirit of
nationalism. It pioneered several industries of national importance in India: steel, power,
hospitality and airlines. In more recent times, its pioneering spirit has been showcased by
companies such as TCS, India’s first software company, and Tata Motors, which made India’s
first indigenously developed car, the Indica, in 1998 and recently unveiled the world’s most
affordable car, the Tata Nano.

Tata companies have always believed in returning wealth to the society they serve. Two-
thirds of the equity of Tata Sons, the Tata promoter holding company, is held by philanthropic
trusts that have created national institutions for science and technology, medical research, social
studies and the performing arts. The trusts also provide aid and assistance to non-government
organisations working in the areas of education, healthcare and livelihoods. Tata companies also
extend social welfare activities to communities around their industrial units. The combined
development-related expenditure of the trusts and the companies amounts to around 3 percent of
the group's net profits in 2011.

Going forward, Tata is focusing on new technologies and innovation to drive its business
in India and internationally. The Nano car is one example, as is the Eka supercomputer
(developed by another Tata company), which in 2008 was ranked the world’s fourth fastest.
Anchored in India and wedded to traditional values and strong ethics, Tata companies are
building multinational businesses that will achieve growth through excellence and innovation,
while balancing the interests of shareholders, employees and civil society.

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GOVERNANCE

Values and purpose

Tata's principal purpose is to improve the quality of life of the communities it serves. The values
and ideals that define the way the group functions help it do that.

Tata Code of Conduct

This comprehensive document serves as the ethical road map for Tata employees and companies,
and provides the guidelines by which the group conducts its businesses.

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TATA GROUP BUSINESS SECTOR
Business sectors

This subsection details the Tata group's operations according to the seven business
sectors that its companies function in
Information technology and communications

The Tata group has well-established enterprises in the fields of software and
other information systems, telecommunications and industrial automation.
COMPANIES IN THIS SECTOR 
Information Technology:

1. Computational Research Laboratories.

2. Tata Business Support Services.
3. Tata Consultancy Services.
4. Tata Interactive Systems.
5. Tata Technologies.

Communications:

1. Tata Communications Limited.

2. Tata Sky
3. Tata net
4. Tata communications transformation services Ltd.
5. Tata Teleservices Limited.

Engineering products and services

The Tata group has a robust presence in engineering, with operations in

automobiles and auto components and a variety of other engineering products

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 and services.
COMPANIES IN THIS SECTOR

Automotive:

1. Jaguar Land Rover

2. Tata Cummins
3. Tata Auto Comp Systems
4. Tata Motors
5. Tata Hitachi Construction Machinery

Engineering:

1. Tata Consulting Engineers

2. Tata Precision Industries
3. Tata Projects
4. TRF
5. Voltas

Materials

The Tata group is among the global leaders in this business sector, with
operations in steel and composites.
COMPANIES IN THIS SECTOR

Metals:

1. Hooghly met coke and Power company.

2. Indian steel and Wire products.
3. JAMIPOL
4. Tata Blue Scope Steel
5. Tata Metaliks

Composites:

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 1. Tata Advanced Materials

Services

The Tata group has widespread interests in the hospitality business, as also in
insurance, realty and financial and other services.
COMPANIES IN THIS SECTOR

Hotels, Property development

1. Drive India Enterprise Solutions

2. Indian Hotels
3. Jamshedpur Utilities and Service company
4. Taj Air
5. Tata Housing Development company
6. Tata Reality and Infrastructure

Financial Services

1. Tata Asset Management

2. Tata capital
3. Tata AIA Life Insurance
4. Tata AIG General Insurance
5. Tata Investment Corporation

Other services:

1. Tata Industrial Services

2. Tata Quality Management Services.
3. Tata Services
4. Tata Strategic Management Group
5. TKM Logistics Group

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 Energy

The Tata group is a significant player in power generation and is also involved
in the oil and gas segment.
COMPANIES IN THIS SECTOR 
Energy:

1. Powerlnks Transmission.
2. Tata Petrodyne
3. Tata Power
4. Tata Power Delhi Distribution.
5. Tata Power Solar System.
6. Tata Power Trading.

Consumer products

The Tata group has a strong and longstanding business in watches and
jewellery, and a growing presence in the retail industry.   
COMPANIES IN THIS SECTOR

Consumer Products:

1. Westland
2. Casa Décor
3. Infiniti Retail
4. Landmark
5. Tata Ceramics
6. Tata Global Beverages
7. Titan Industries
8. Trent

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 Chemicals

The Tata group is one of the largest producers of soda ash in the
world. Additionally, it has interests in fertilisers and in the
pharmaceuticals business.
COMPANIES IN THIS SECTOR 
Chemicals:

1. Rallis India
2. Tata Chemicals
3. Tata Chemicals Europe
4. Tata Chemicals Magadi
5. Tata Chemicals North America
6. Tata Pigments.

Tata Teleservices (TTL) spearheads the Tata group’s presence in the telecom
sector.Incorporated in 1996, TTL is the pioneer of the CDMA 1x technology platform in
India.

It has embarked on a growth path since the acquisition of Hughes Tele.com (India)

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[renamed Tata Teleservices (Maharashtra)] by the Tata group in 2002.

The company launched mobile operations in January 2005, under the brand name Tata
Indicom and today, enjoys a pan-India presence through existing operations in all of India’s
22 telecom circles.

TTL is also the market leader in the fixed wireless telephony market. The company’s
network has been rated as the ‘Least congested’ in India for six consecutive quarters by the
Telecom Regulatory Authority of India through independent surveys.

Areas of business

TTL became the first Indian private telecom operator to launch 3G services in India
under the brand name Tata DOCOMO, with its recent launch in all the nine telecom circles
where it bagged the 3G license. Through its association with NTT DOCOMO — one of the
world’s leading mobile operators — the company finds itself favorably positioned to leverage
this first-mover advantage. TTL's joint venture with NTT DOCOMO has also earned it a
significant presence in the GSM space. Tata DOCOMO has received a pan-India license to
operate GSM telecom services, and has been allotted spectrum in 18 telecom circles, in which
it has rolled out GSM services.

The TTL bouquet comprises four other brands as well — Virgin Mobile, Walky (for
fixed wireless phones), the Photon family (that provides a variety of options for wireless
mobile broadband access), and T24. Of these, T24 was formed of a strategic partnership with
Future Group to offer mobile telephony services on the GSM platform.

In December 2008, TTL announced a unique reverse equity swap strategic agreement
between its telecom tower subsidiary, Wireless TT Info-Services and Quippo Telecom
Infrastructure. The combined entity, later named Viom Networks, kicked off operations with
18,000 towers, thereby becoming the largest independent entity in this space. Viom Networks
now has a portfolio of close to 45,000 towers and has the highest tenancy ratios in the

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industry.

Today, TTL, along with TTL (Maharashtra), serves over 84 million customers in more
than 450,000 towns and villages across the country, with a bouquet of telephony services
encompassing mobile services, wireless desktop phones, public booth telephony, wireline
services and enterprise solutions.

Joint ventures, subsidiaries, associates

• Tata Teleservices (Maharashtra): formerly Hughes Tele.com (India)

• Virgin Mobile India: a brand franchise arrangement with the Virgin Mobile group

• Tata DOCOMO: joint venture with Tokyo-based NTT DOCOMO

• T24: strategic partnership with Future Group

• Viom: merger of telecom tower operations of TTL (Wireless TT Info-Services) and

Quippo Telecom Infrastructure

Location
The company is headquartered in Mumbai, India.

Tata Docomo is Tata Teleservices Limited’s telecom service on the GSM platform-
arising out of the Tata Group’s strategic alliance with Japanese telecom major NTT
DOCOMO in November 2008. Tata Teleservices has received a license to operate GSM
telecom services in 19 of India's 22 telecom Circles- and has also been allotted spectrum in 18
telecom circles. Of these, it has already rolled out services in all the 18 Circles that it received

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spectrum in from the Government of India-Tamil Nadu, Kerala, Orissa, Karnataka, Andhra
Pradesh, Maharashtra, Mumbai, Madhya Pradesh-Chhattisgarh, Haryana-Punjab, Kolkata,
Rest of West Bengal, Jharkhand, Bihar, UP (East), UP (West), Gujarat, Himachal Pradesh
and Rajasthan.

Tata DOCOMO has also become the first Indian private operator to launch 3G
services in India, with its recent launch in all the nine telecom Circles where it bagged the 3G
license. In association with its partner NTT DOCOMO, the Company finds itself suitably
positioned to leverage this first-mover advantage. With 3G, Tata DOCOMO stands to
redefine the very face of telecoms in India. Tokyo-based NTT DOCOMO is one of the
world's leading mobile operators-in Japan, the company is the clear market leader, used by
nearly 55 per cent of the country's mobile phone users.

NTT DOCOMO has played a major role in the evolution of mobile

telecommunications through its development of cutting-edge technologies and services. Over
the years, technologists at DOCOMO have defined industry benchmarks like 3G technology,
as also products and services like i-Mode, e-wallet and a plethora of lifestyle-enhancing
applications. Last year itself, while most of the rest of the industry was only beginning to talk
of 4G technology and its possible applications, DOCOMO had already concluded conducting
4G trials in physical geographies, not just inside laboratories!

DOCOMO is a global leader in the VAS space, both in terms of services and handset
designs, particularly integrating services at the platform stage. The Tata Group-NTT
DOCOMO partnership will see offerings such as these being introduced in the Indian market
through the Tata DOCOMO brand.

Tata DOCOMO has also set up a ‘Business and Technology Coordination Council',
comprising of senior personnel from both companies. The council is responsible for the
identification of key areas where the two companies will work together. DOCOMO, the
world's leading mobile operator, will work closely with the Tata Teleservices Limited
management .

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Subscription Market Share and Revenue market Share of Telecom Industries in INDIA

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 Tata Aircel BSNL Vodafone Bharti Idea Reliance Others
+MTNL

Subcription 8.6% 7.4% 11.6% 16.8% 20.5% 12.7% 14.9% 7.5%

Market Share
Revenue 8.5% 5.2% 6.9% 22.1% 31.0% 14.4% 8.0% 3.9%
Market Share

(http://indiaratings.co.in/upload/research/specialReports/2013/1/18/fitch18Indian.pdf)

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  BhartiAirtel leads with market share of 20.5%followed by Vodafone India and
Reliance Communications with 16.8% and 14.9% market share.
 Idea cellular, BSNL, TTSL also hold good position in the market. TTSL market share
is 8.6%
 When compared with the previous year market share BhartiAirtel performance has
increased by 0.92 %
 There is decrease in the performance of TTSL when compared with the previous year
data by 0.66%

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India is divided in 22 Telecom Circles. They are:

Andhra Pradesh

Assam

Bihar & Jharkhand

Delhi

Gujarat & Daman & Diu

Haryana

Himachal Pradesh

Jammu and Kashmir

Karnataka

Kerala & Lakshadweep

Kolkata

Madhya Pradesh & Chhattisgarh

Maharashtra & Goa (excluding Mumbai )

Mumbai

North East

Orissa

Punjab

Rajasthan

Tamil Nadu (including Chennai since 2005)

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 CHAPTER 2. PURPOSE AND SIGNIFICANCE

Purpose of study

 To learn about the employee engagement in Telecom Sector.

 To examine the strategies adopted and practices followed in TTSL regarding
employee
engagement system.
 To facilitate the activities of employee engagement.

Context of Study

Studied the following :

 Process guidelines of employee engagement

 On boarding process of employees
 Design feedback of employee engagement activities.
 Preparation of schedules.
 Distributed various rewards and certificates.

Significance of Study

 It suggested that first I ought to observe every minute activity going in the TTSL.

 Following the above was the task to be aware about the structure, functioning

andproducts of TTSL.

 After that I undertook the job of employee interaction- the most important part of my

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 project, Employee interaction was in the form of questionnaire fill up.

VARIOUS FUNCTIONS

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 CHAPTER 3.LITERATURE REVIEW

Meaning of HUMAN RESOURCE MANAGEMENT

Human Resource Management (HRM) is a management function that helps manager’s recruits,
select, train and develop members for an organization. Obviously, HRM is concerned with the
people’s dimension in organization. Obviously, HRM is concerned with people’s dimension in
organizations.

We quote three definitions on HRM. But before quoting the definition, it is useful to point out
the essentials which must find their place in any definition. The core points are:

 Organizations are not mere bricks, mortar, machineries or inventories. They are people. It
is the people who staff and manage organizations.
 HRM involves the application of management functions and principles. The functions
and principle are applied to acquisitioning, developing, maintaining, and remunerating
employees in organization.
 Decisions relating to employees must be integrated. Decisions on different aspects of
employees must be consistent with other human resource (HR) decisions.
 Decisions made must influence the effectiveness of an organization. Effectiveness of an
organization must result in betterment of services to customers in the form of high-
quality products supplied at reasonable costs.
 HRM functions are not confined to business establishments only. They are applicable to
non-business organizations, too, such as education, health care, recreation, and the like.

Functions of Human Resource Management

Human Resource Planning:

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In the human resource planning function, the number and type of employees needed to
accomplish organizational goals are determined. Research is an important part of this function
because planning requires the collection and analysis of information in order to forecast human
resources supplies and to predict future human resources needs. The basic human resource
planning strategy is staffing and employee development.

Job Analysis:

Job analysis is the process of describing the nature of a job and specifying the human
requirements, such as skills, and experience needed to perform it. The end product of the job
analysis process is the job description. A job description spells out work duties and activities of
employees. Job descriptions are a vital source of information to employees, managers, and
personnel people because job content has a great influence on personnel programmers and
practices.

Staffing:

Staffing emphasizes the recruitment and selection of the human resources for an organization.
Human resources planning and recruiting precede the actual selection of people for positions in
an organization. Recruiting is the personnel function that attracts qualified applicants to fill job
vacancies. In the selection function, the most qualified applicants are selected for hiring from
among those attracted to the organization by the recruiting function. On selection, human
resource functionaries are involved in developing and administering methods that enable
managers to decide which applicants to select and which to reject for the given jobs.

Orientation:

Orientation is the first step toward helping a new employee adjusts himself to the new job and
the employer. It is a method to acquaint new employees with particular aspects of their new job,
including pay and benefit programmers, working hours, and company rules and expectations.

Training and Development:

The training and development function gives employees the skills and knowledge to perform
their jobs effectively. In addition to providing training for new or inexperienced employees,

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organizations often provide training programs for experienced employees whose jobs are
undergoing change. Large organizations often have development programs which prepare
employees for higher level responsibilities within the organization. Training and development
programs provide useful means of assuring that employees are capable of performing their jobs
at acceptable levels

Performance Appraisal:

This function monitors employee performance to ensure that it is at acceptable levels. Human
resource professionals are usually responsible for developing and administering performance
appraisal systems, although the actual appraisal of employee performance is the responsibility of
supervisors and managers. Besides providing a basis for pay, promotion, and disciplinary action,
performance appraisal information is essential for employee development since knowledge of
results (feedback) is necessary to motivate and guide performance improvements.

Career Planning:

Career planning has developed partly as a result of the desire of many employees to grow in their
jobs and to advance in their career. Career planning activities include assessing an individual
employee’s potential for growth and advancement in the organization.

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 CHAPTER 4.INTRODUCTION TO THE PROJECT
JOB DESCRIPTION

During my internship I am working on a project based on Employee engagement (reward and

recognition & on boarding ). In employee engagement, there are several factors that are need to
be analyzed and studied about the employees in the organization mainly concerned with how we
can engage employees in different activities apart from work. I am mainly involved in
commencing all types of activities for employees. In Rewards and Recognition , there are various
types of rewards and recognition that has been given to employees for their contribution in
various fields. . I have also courier variouslSA to employees. Apart from this I am also handling
a library in our organization by keeping record of all the books and magazines. This company
has done a tie up with THE BRITISH LIBRARY.And I have also done on boarding of 20
employees.

INTRODUCTION TO THE TOPIC

The human resource is the most important asset of the organization. The success of the
organization is directly to the caliber or the skills, attitude of the people with required skills,
qualifications and experience in order to meet the goals and objectives of the firm. We need to
take care of the present as well as the future requirements of the firm.

Employee engagement
An organization s productivity is measured not in terms of employee satisfaction but in terms of
employee engagement. Employees are said to be engaged when they show a positive attitude
towards the organization and express a commitment to remain with the organization. It is the
level of commitment and involvement an employee has towards the organization and its values.

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An engaged employee is aware of the business context and works with colleagues to improve
performance within the job for the benefit of the organization.

Engagement at work was conceptualized by Kahn (1990)as the harnessing of organizational

members selves to their work roles. In engagement people employ and express themselves
physically, cognitively and emotionally during role performances. The second related construct
to engagement in organizational behavior is the notion of flow advanced by Csikszentmihalyi
(1975).He defines Flow as the holistic sensation that people feel when they act with total
involvement .Flow is the state in which there is little distinction between the self and
environment. When individuals are in flow state little conscious control is necessary for their
actions. Employee engagement is thus the level of commitment and involvement an employee
has towards their organization and its value. The organization must work to develop and nuture
engagement which requires a two way relationship between employer and employee. Thus
employee engagement a barometer that determines the association of a person with the
organization.

Engagement is most closely associated with the existing construction of Job Involvement ,
Brown(1996).Job Involvement is defined as the degree to which the job situation is central to the
person and his/her identity. Kanungo(1982)maintained that job involvement is thought to depend
on need saliency and the potential of a job to satisfy these needs. Thus job involvement results
from a cognitive judgement about the need satisfying abilities of the job.

Jobs in this view are tied to one sself image. Furthermore engagement entails the active use of
emotions. Finally engagement may be thought of as an antecedent to job involvement in that
EMPLOYEE. Individuals who experience deep engagement in their roles should come to
identify with their jobs. When Khan talked about employee engagement he gave importance to
all three aspects, physical, cognitive and emotional. Whereas in job satisfaction importance has
been more given to cognitive side.

According to the study of WatsonWyatt, the profit chain establishes relationship between
profitability, customer loyalty and employee satisfaction, loyalty and productivity. The links in
the chain (which should be regarded as propositions) are as follows; profit and growth are

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stimulated primarily by customer loyalty. Loyalty is a direct result of customer s satisfaction.
Satisfaction is largely influenced by the services provided to customers. Satisfied, loyal and
productive employee create value. Employee satisfaction in turn results primarily from high
quality support services and policies that enable employees to deliver results to customers.

HR practioners believe that the engagement challenge has a lot to do with how employee feels
about the work experience and how he/she is treated in the organization. It has a lot to do with
emotions which are fundamentally related to drive bottom line success in a company.

Employee engagement represents an alignment of maximum job satisfaction with maximum job
contribution. By plotting a given population against these two axes, five distinct employee
segments are identified-fully engaged, almost engaged, honeymooners & hamsters, crash& burn
and disengaged.

According to BW-HR global survey 34% of the employees in India are fully engaged and 13%
disengaged. As many as 29% are almost engaged.

FOCUS ON EMPLOYEE ENGAGEMENT

Engagement by industry -With the exception of government sector which has relatively low
engagement levels some high tech industries (pharma, biotech)score low whereas some service
focused industries(retail, consumer products)score high. Studies show that people higher up in
the organization experience.

Engagement by level - higher engagement. However there is a drop in engagement past the vice-
president level.

Engagement by gender -the survey reveals a larger disparity between men and women. Men
count 8%more fully engaged and 6%less disengaged than women. Taking global figures into
account, it can be said that Indian workers are among the most focused and satisfied in the world.

BASIC ASPECTS OF EMPLOYEE ENGAGEMENT

There are three basic aspects of employee engagement:

1. The employees and their own unique psychological makeup and experience.

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 2. The employers and their ability to create the conditions that promote employee
engagement.
3. Interactions between employees at all levels.

Thus employee engagement is a partnership between a company and its employee where
everyone works together to achieve the business objectives of the company and fulfill their
personal aspirations. It is therefore largely the organization s responsibility to create an
environment and culture conducive to this partnership and a win-win equation.

CATEGORIES OF EMPLOYEES

There are three different types of employees. They are engaged, not engaged, actively
disengaged.

1. ENGAGED - Engaged employees are builders. They want to know the desired expectations
for their role so that they can meet and exceed them. They are naturally curious about their
company and their place in it. They perform at consistently high levels. They want to use their
talents and strengths at work everyday. They work with passion and they drive innovation and
move their organization forward.

2. NOT ENGAGED - Not engaged employees tend to concentrate in tasks rather than the goals
and outcomes they are expected to accomplish. They want to be told what to do just so that they
can do it and say they have finished. They focus on accomplishing tasks vs achieving an
outcome. Employees who are not engaged tend to feel their contributions are being overlooked
and their potential is not being tapped. They often feel this way because they don t have
productive relationships with their managers or with their co-workers.

3. ACTIVELY DISENGAGED - The actively disengaged employees are the cave dwellers. They
are consistently against virtually everything . They are not just unhappy at work they are busy
acting out their unhappiness. They sow seeds of negativity at every opportunity. Everyday
actively disengaged workers undermine what their engaged co- workers accomplish. The
problems and tensions that are fostered by actively disengaged workers can cause great damage
to an organization s functioning.

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 THE ROLE THEORY

Employee engagement can be defined in terms of what people do at work, something called the
role theory. Role theory reviews different roles that people engage in at work, and it explains
reasons why people engage in certain roles and not in others.

The five work related roles that exist in any company are:

Job holder role -Employees come to work and do the job that is listed in their job description

Team member role - Employees go above and beyond to help members of their team work
towards common goals.

Entrepreneur role - Employees come up with new ideas and processes and try to get those ideas
implemented.

Career role -Employees do things to enhance their career in the organization; they learn, they
adapt new skills, and more.

Organization member role - Employees do things that promote and help the company even if
its not part of their jobs or their team s duties In general we find that most employees have a
sense of fairness and even if their employer treats them poorly most will show up to work and do
the job role. But having employee show up at work simply doing their jobs gets an employer
nowhere in terms of long term competitiveness. If all your employees show up and only do their
jobs, then you are not building organizational strength and long term competitiveness through
people because anyone can hire those same employees and duplicate what you are doing. It is the
synergy that comes from people working together and gathering creative ideas that leads to long
term organizational wealth creation. That synergy and above and beyond behavior is evidence of
employee engagement.

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Employee engagement in TTSL
Employee engagement at its best would imply heightened level of ownership where each
employee wants to do whatever they can for the benefit of their internal and external customers
and for the success of the organization as a whole.

We gave a lot of importance to talent engagement because of correlations between employee

engagement and desirable business outcomes such as retention , customer service, individual
performance, team performance, business unit productivity and even enterprise-level financial
performance.

In order to meet employee expectations and engage them on a continuous basis, TTSL has
developed the Employee Engagement Model(EEM) which comprises of two types of factors:

Employee satisfaction Factors: short term requirements of an employee arising immediately after
his/her joining TTSL.

Employee Engagement factors: Requirement of the employee in his long term association with
TTSL.

Some of the sources of inputs for these factors are:

1. Forums such as Town hall

2. PMS feedback
3. Various activities like Birthday Bash
4. Coffee with COO
5. Frontline champs etc..

Some of the Employee Engagement activities that has been organized during my tenure in the
organization are as follows.

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 a) Mother’s day.
b) Tabaco day.
c) Astrology day.
d) World Environment day (painting competition.)
e) Indoor games

Reward and recognition

In a competitive business climate, more business owners are looking at improvements in quality
while reducing costs. Meanwhile, a strong economy has resulted in a tight job market. So while
small businesses need to get more from their employees, their employees are looking for more
out of them. Employee reward and recognition programs are one method of motivating
employees to change work habits and key behaviors to benefit a small business.

• Reward: An item given to an individual or team for meeting a pre-determined goal.

• Recognition: After-the-fact display of appreciation for individual or team efforts. Can be

tangible or intangible, and range from a thank-you email to travel.

• Recognition Program: A policy of acknowledging employee contributions after the fact,

possibly without predetermined, expected goals or performance levels. Examples include giving
employees clocks on milestone anniversaries, granting an extra personal day for perfect
attendance, or paying a one-time cash bonus for making a cost-saving suggestion.

REWARDS AND RECOGNITION PROGRAM IN TATA TELESERVICES LTD.

“Our reward and recognition (R&R) policy aims to create a framework for recognizing and
rewarding the contributions of individuals and teams, and institutionalizes a culture of openness,
transparency and meritocracy.” The recognitions include Spotlight (for on-the-spot recognition),
Star of the Month, Super Stars for achievers, Customer First Reward and Valuable Reward.
These awards are decided at both the circle and corporate level by various business units and
circle R&R committees.

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On boarding

Onboarding isa strategic process of bringing a new employee to the organization and providing
information, training, mentoring and coaching throughout the transition. The process begins at
the acceptance of an offer and throughout the first six to twelve months of employment.

The concept behind employee onboarding is best defined as a systematic and comprehensive
approach to orienting a new employee to help them get "on board." There are two high-level
goals of the onboarding process:

•To make new employees feel welcome and comfortable in their new surroundings.

•To minimize the time before new employees are productive members of their new workgroup.

New Employee On boarding Objectives

• Helping the employee to identify with their new employer.

• Allowing the employee to understand some of the company's values and priorities.

• Building an optimistic attitude towards the company.

• Avoiding misunderstandings.

• Helping the employee feel valued.

• Encouraging socialization and creating a sense of belonging.

• Reducing new employee anxiety.

• Setting of performance expectations.

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The onboarding process can be classified as Prejoining, On joining and Post joining.

PREJOINING refers to the activities that have to be conducted by the HR department from the
day the candidate has recruited till the day on which he/she joins the organization. Pre joining
activities can be categorized as follows:

• Activities on the offer date

• Activities at least 8 days before the date of joining

• Activities at least 5 days before the date of joining

• Activities at least 3 days before the date of joining

• Activities 24hrs before the date of joining.

JOINING refers to the activities that have to be conducted by the HR department on the day of
joining the organization. On the joining day, the broad level activities can be identified as:

• Initial welcome with rose and chocolate

• New entrant wait in the reception

• Activities during lunch

• Post lunch session

• E induction

• Joining closure

POST JOINING refers to the activities that are conducted after the new entrant joins the
organization. There are multiple activities done at different points in time post joining and can be
classified as:

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• Activities on the 2nd day

• Activities within 2 working days

• Activities in the first week

• Activities after 2 months

• Activities after 3 months

• Activities after 6 months

The effectiveness of onboarding is measures by the E-pulse process which gives multiple
insights into the employees level of comfort in the organization.

ONBOARDING CHECKLIST

• Curriculum Vitae

• Interview assessment sheet

• Salary fitment

• Job description

• Pre-joining communication letter

• Appointment letter-acceptance

• Medical report

• Reference check letter

• Joining report

• Certification

36 | P a g e
a)proof of age

b)highest education qualification

• Salary certificates

• Relieving/acceptance of resignation from last employer on declaration form

• Photographs

• Gratuity nomination form

• P.F declaration & nomination form

• Code of conduct

• “welcome on Board Notice

• Payroll information data

37 | P a g e
 CHAPTER 5: RESEARCH METHODS AND
PROCEDURES

Purpose of the study

The objective of this project is to study the process of employee engagement in Tata Teleservices
Ltd. and collecting feedback and analyzing the data and providing recommendations for the
same.

Data Collection
SOURCE: Available with me was the employees database which was a reliable and authentic
source of employees address. And from those documents maintained by HR department I used to
distribute the questionnaire to the employees.
All thanks to TTSL family.

Primary data: It consisted of the first hand source of data collected through the questionnaires
from the respondents.
Secondary data : The theoretical foundation of the study is based on various secondary sources
such as:
• Magazines and Journals of TTSL
• Internet Books from the GYAN SAROVAR of TTSL.

Instruments used

Questionnaire
Agreements of the agency
Guidelines for the preparation of Feedback form.

38 | P a g e
 LIMITATIONS

1. Because of the size of the organization, the population of employee was large. Therefore
it was very tough on my part to conduct the survey by going to them personally.

2. The distance and the departments are more in number which took much of the time and
energy to visit each department which was the bottleneck of my project.

3. It was also very disappointing for me at times when the feedback given by the employees
were below expectation.

39 | P a g e
 CHAPTER 6: DATA ANALYSIS AND FINDINGS

The following activities was conducted during my period of training in TTSL

1.Tabacco day
2. Astrology day ,and
3. Painting competition
Data was collected in forms of feedback forms and analysis was done for the same as follow.

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1. TOBACCO DAY

On the occasion of tobacco dayon31st may ,doctor was invited in the office and guest lecture was
deliver by the doctor on the harmful effects of consuming tobacco and it effects on health. And
slogan competition was held in which employees of TTSL have to write slogan on tobacco
day ,and after that winners was announced for the same .

41 | P a g e
Feedback on “Tobacco Day Celebrated”
On 31st of May’ 2013, we observed “World No Tobacco Day” and undertook an activity on this
day. In respect of the above, we would like to have a Feed Back from the Staff as under:

1. Were you aware before about the observance of “World No Tobacco Day” on 31st of
May?
________________________________________
________________________________________
2. In order to make you aware of the consequences/results/ill effects of chewing Tobacco or
Smoking, couple of Video Films were played. Did videos touch your heart?
________________________________________
________________________________________
3. Guest Lecture by a Doctor was also arranged on this day. Do you find that lecture
effective and useful and will you like such lectures in future as well?
________________________________________
________________________________________
4. Did you get information timely from HRD about observance of “World No Tobacco
Day” on 31st of May by the Co. and Lecture by a Guest (Doctor) on this day?
________________________________________
________________________________________
5. Keeping in mind that Chewing or Smoking Tobacco can cause Cancer and other serious
deceases, will you make others aware about its ill effects ?

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6. We would like to have your suggestions In brief.
________________________________________

Name of the Employee: Employee Number:

DATA ANALYSIS

1. Were you aware before about the observance of “World No Tobacco Day”

on 31st of May?

Yes No

8 2

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 Were you aware before about the observance of “World No Tobacco Day” on 31st of
May?

7
No. of Employees

0
Yes No

Employee's Response

2. In order to make you aware of the consequences/results/ill effects of chewing

Tobacco or Smoking, couple of Video Films were played.
Did videos touch your heart?
Yes No
8 2

44 | P a g e
 In order to make you aware of the consequences/results/ill effects of
chewing Tobacco or Smoking, couple of Video Films were played.
Did videos touch your heart?

6
No. of Employees

0
Yes No

Employee's Response

45 | P a g e
 3. Guest Lecture by a Doctor was also arranged on this day. Do you find that
lecture effective and useful and will you like such lectures in
future as well?
Yes No
10 0

3. Guest Lecture by a Doctor was also arranged on this day. Do

you find that lecture effective and useful and will you like such
lectures in
future as well?
No. of Employees

10
8
6
4
2
0
Yes No
Employees's Response

46 | P a g e
4. Did you get information timely from HRD about observance of “World No
Tobacco Day” on 31st of May?

a) Yes : 100%
b) No : 0%

Did you get information timely from HRD about observance of “World
No Tobacco Day” on 31st of May?

NO

YES

0 1 2 3 4 5 6 7 8 9 10

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 5. Keeping in mind that Chewing or Smoking Tobacco can cause Cancer and
other serious deceases, will you make others aware about its
ill effects ?

Yes No
10 0

5. Keeping in mind that Chewing or Smoking Tobacco can cause Cancer and
other serious deceases, will you make others aware about its
ill effects ?

10
9
No. of Employees

8
7
6
5
4
3
2
1
0
Yes No

Employee's Response

48 | P a g e
 ANAYLSIS OF TOBACCO DAY

I have collected a feedback on tobacco day . The feedback forms was distributed to 20-25
employees inside the organization and the main purpose was to know whether employee find the
guestlecture effective and useful and will they like this type of lectures in future as well . Where
they aware of ill effects of chewing tobacco .and the videos shown as documentary touched their
heart . The employees participated and filled the questionnaire well . And took part in slogan
writing competition

The findings of questionnaire is that employees liked the guest lecture useful and very interactive
and most of them where touched by the videos shown and they would like to have this type of
conducted more often .

49 | P a g e
 2. Astrology day
As a part of keeping employees engage in some activates and giving them some relief from
their office work astrology day was held in TTSL in which panditji was invited in the office and all
the willing employees showed their hands to panditji to know their future.

50 | P a g e
Feedback on “ASTROLOGY/PALMISTRY” Event

Shri-_____________________________, a renowned Astrologer/palm reader, made a visit on

________________________ to DOCOMO Office on our request to interact with the employees. In
spite of a very short span of time, Pundit Ji tried to attend majority of the staff.

1. Were you informed about the activity by HR Department properly and timely?

2. Were you attended by the Pundit Ji and were you given sufficient time?

3. Do you find this activity meaningful and relevant?

4. Are you satisfied with what Pundit Ji told about your past and predicted about your
future?

5. Do you want this type of activity to be repeated in future?

6. Any suggestions regarding any other initiative?

________________________________________

________________________________________

________________________________________

Name of the Employee: Employee No:

Date:

51 | P a g e
DATA ANALYSIS

1 Were you informed about the activity by

HR Department properly and timely? YES NO

10 0

Were you informed about the activity by HR

Department properly and timely?

NO

YES

0 1 2 3 4 5 6 7 8 9 10

52 | P a g e
2 Were you attended by the Pundit Ji and
were you given sufficient time? YES NO

8 2

Were you attended by the Pundit Ji and were you given

sufficient time?

NO

YES

0 1 2 3 4 5 6 7 8

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3 Do you find this activity meaningful and
relevant? YES NO

10 0

Do you find this activity meaningful and relevant?

NO

YES

0 1 2 3 4 5 6 7 8 9 10

54 | P a g e
4 Are you satisfied with what Pundit Ji
told about your past and predicted about YES NO
your future?

9 1

Are you satisfied with what Pundit Ji told about your

past and predicted about your future?

NO

YES

0 1 2 3 4 5 6 7 8 9

55 | P a g e
5 Do you want this type of activity to be
repeated in future? YES NO

10 0

Do you want this type of activity to be repeated in future?

NO

YES

0 1 2 3 4 5 6 7 8 9 10

ANAYLSIS OF ASTROLOGY DAY

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I have collected a feedback on astrology day. The feedback forms was distributed to 15-20
employees inside the organization and the main purpose was to know whether employees like the
initiative of inviting panditji in office and where the satisfied with answers they got in return to
their questions Questionnaire included the questions like did they like the initiative and was this
meaningful to them do you want his activity to be repeated and their suggestions regarding
activity .The employees participated and filled the questionnaire well.

The findings of questionnaire is that employees like the initiative and they where satisfied with
answers given my panditji was relavant and they want this type of activity to be repeated

3 KIDS DRAWING COMPETITION

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On the occasion of environment day TTSL organized kids painting competition . In which
employees kids participated and made drawings on the theme “GO GREEN” .

58 | P a g e
59 | P a g e
FEEDBACK ON “DRAWING COMPETITION”

We hope that you, your spouse and Child (participant) enjoyed the
“Drawing Competition” activity held in our campus on “World
Environment Day” We wish you to share your experience with your
rating (1- Poor, 2 -Satisfactory, 3- Good, 4- Very Good and 5- Excellent)
to helps us to improve further:

Mark your rating please:

1) Did your Child enjoy this activity?

Yes No

2) How would you rate this initiative?

1 2 3 4 5

3) Did your child like the ‘Ambience’ of office?

1 2 3 4 5

4) Did this activity meet the expectation of you & your child?

Yes No

5) We would also like to have your Suggestions :

__________________________________________________________
__________________________________________________________
_______________________________________________

Emp Name: Date

60 | P a g e
DATA ANALYSIS

1. Did your child enjoy this activity?

Yes no
15 0

Did your child enjoy this activity?

100%
90%
80%
No. of Respondents

70%
60%
50%
40%
30%
20%
10%
0%
yes no

Employee's Response

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 2. How would you rate ths initiative?
Poor Satisfactory Good Very Good Excellent
0 0 0 4 11

How would you rate ths initiative?

27%

Poor
Satisfactory
Good
Very Good
Excellent

73%

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 3. Did your child like the 'Ambience' of office?
Poor Satisfactory Good Very Good Excellent
0 0 0 6 9

Did your child like the 'Ambience' of office?

Poor Satisfactory Good Very Good Excellent

40%

60%

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 4. Did this activity meet the expectation of you & your child?
yes no
15 0

Did this activity meet the expectation of you & your child?

16
No. of Respondents

14
12
10
8
6
4
2
0
yes no

Employee's Response

5. Suggestions:

1. This activity should repeat with in six months or yearly.

2. It was a well planned activity.

3. This was a very good initiative.

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ANAYLSIS OF PAINTING COMPETITION

I have collected a feedback on painting competition. The feedback forms was distributed to 15-
20 employees inside the organization and the main purpose was to know about the initiative and
to know whether their kids enjoy the activity. Questionnaire included the questions like did the
activity meet the expectations of their and their children and their suggestions regarding
activity .The employees participated and filled the questionnaire well.

The findings of questionnaire is that employees are that their children enjoyed the activity and
they want this kind of activity to happen on regular intervals so that their family can participate
in such activities

65 | P a g e
 FINDINGS

After the study on effectiveness of Human Resource Management in the competency building of
employees of TATA TELESERVICES LIMITED, Mohali the following findings were made:

• The management is well aware about the needs of employees and know how to reward
them and give recognition on time

• After the on barding process new employees are being given online feedback form called
Epulse.

• Suggestions by the employees which are found to be feasible are accepted by the
company and they are put to use wherever required.

• The HR team take several initiatives and organize various activities and quizzes to keep
employees engaged.

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 MY CONTRIBUTIONS

 Visit to vendor regarding medals and trophies for indoor games tournament
 Updated gyan sarovar every month from British Library books
 Distributed R & R awards
 Organized tobacco day
 Organized mother’s day
 Organized painting competition
 Coordinated in maintain display boards
 Made mailers for anniversary
 On boarding of 20 employees
 Feedback from employees regarding tobacco day, astrology day and painting competition
 Managing HR stock

67 | P a g e
 CONCLUSIONS

Based on the analysis employee engagement department engage their employees in various
activities and employees indulge in them and enjoy the activities .Onboarding process, employee
engagement activity and rewards & recognition are interlinked. And On boarding is also a part of
employee engagement activity.

 Various employee engagement activities helped in engaging employees and helps in

refreshing them from their boring routine.
 Rewards & recognition really admires the efforts put in by the employees for achieving his
goals and also motivate him/her for doing excellent job in the future
 HR Team also takes care of the family of employees like organizing painting competition for
kids
 Various awards are being presented to employees to motivate them and their achievement is
appreciated by their superiors
 As far as I feel Tata Teleservices limited is the company which takes care of their employees
and their needs in best manner.

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