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PUNJAB TECHNICAL UNIVERSITY, JALANDHAR
A PROJECT REPORT
ON
SATISFACTION OF EMPLOYEESIN
INDIAN COMPANIES[W.R.T. BHARTI AIRTEL LIMITED]
SUBMITTED BY
AMITAROLL NO. 11208640032M BA [2011-2013]
PTU
L !"#$#% C #& "CIMT, BULANDSHAHR, UTAR PRADESH
CODE: 864
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ACKNOWLEDGEMENT
The success of any program depends on many individuals. It is a pleasure to
acknowledge the contribution of such individuals.
I am thankful to my faculty guides, CIMT, Bulandshahr, ttar !radesh.
I am also thankful to the respondents of the study who had been very
cooperative towards me as well as various other friends and colleagues with
deep regards.
AMITA
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TABLE OF CONTENT
. INTRODUCTION TO THE TOPIC
LITERATURE REVIEW M#T$%&' %( C%))#CTI*+ %B -*-) 'I' I*(%/M-TI%* ! /!%'# %( /#!%/T /#'#-/C$ M#T$%&%)%+
COMPANY PROFILE -* %0#/0I# %( -I/T#) C%M!-* $I'T%/ %/+-*I2-TI%*-) 'T/ CT /# 0I'I%* MI''I%* B%-/& %( &I/#CT%/' /#!%/T %* C%/!%/-T# +%0#/*-*C#
ANALYSIS AND INTERPRETATION
LIMITATIONS
RECOMMENDATIONS
CONCLUSION
FINDINGS
IMPLICATIONS FOR FUTURE RESEARCH
STRATEGIES
ANNEXURE 1
#M!)% ## '-TI'(-CTI%* 3 #'TI%**-I/#
-**#4 /# " #M!)% ## '-TI'(-CTI%* ' /0#
-**#4 /# 5 &-T- '% /C#'
BIB)I%+/-!$
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CHAPTER 1
INTRODUCTIONEmployee !"# $!%"#o& # ! me! '(e o$ )o* )!ppy *o(+e( !(e *#") ")e#( ,o-
!& *o(+#&/ e&0#(o&me&". eep#&/ mo(!le )#/) !mo&/ *o(+e( %!& -e o$
"(eme& o' -e&e$#" "o !&y %omp!&y2 ! )!ppy *o(+e( *#ll -e mo(e l#+ely "o
p(o '%e mo(e2 "!+e $e*e( !y o$$2 !& "!y loy!l "o ")e %omp!&y. T)e(e !(e
m!&y $!%"o( #& #mp(o0#&/ o( m!#&"!#&/ )#/) employee !"# $!%"#o&2 *)#%)*# e employe( *o'l o *ell "o #mpleme&".
To me! '(e employee !"# $!%"#o&2 m!&y %omp!e *#ll )!0e m!& !"o(y
'(0ey o( $!%e3"o3$!%e mee"#&/ *#") employee "o /!#& #&$o(m!"#o&. Bo") o$
")e e "!%"#% )!0e p(o !& %o& 2 !& )o'l -e %)o e& %!(e$'lly. S'(0ey
!(e o$"e& !&o&ymo' 2 !llo*#&/ *o(+e( mo(e $(ee om "o -e )o&e " *#")o'"
$e!( o$ (epe(%' #o&. I&"e(0#e* *#") %omp!&y m!&!/eme&" %!& $eel
#&"#m# !"#&/2 -'" #$ o&e %o((e%"ly %!& le" ")e *o(+e( +&o* ")!" ")e#( 0o#%e )!
-ee& )e!( !& ")e#( %o&%e(& ! (e e -y ")o e #& %)!(/e. S'(0ey !&
mee"#&/ %!& "('ly /e" "o ")e %e&"e( o$ ")e !"! '((o'& #&/ employee
!"# $!%"#o&2 !& %!& -e /(e!" "ool "o # e&"#$y pe%#$#% p(o-lem le! #&/ "o
lo*e(e mo(!le.
M!&y e4pe(" -el#e0e ")!" o&e o$ ")e -e " *!y "o m!#&"!#& employee
!"# $!%"#o& # "o m!+e *o(+e( $eel l#+e p!(" o$ ! $!m#ly o( "e!m. Hol #&/ o$$#%e
e0e&" 2 '%) ! p!("#e o( /(o'p o'"#&/ 2 %!& )elp -'#l %lo e -o& !mo&/
*o(+e( . M!&y %omp!e !l o p!("#%#p!"e #& "e!m3-'#l #&/ (e"(e!" ")!" !(e
e #/&e "o "(e&/")e& ")e *o(+#&/ (el!"#o& )#p o$ ")e employee #& ! &o&3
*o(+ (el!"e e""#&/. C!mp#&/ "(#p 2 p!#&"-!ll *!( !& /'# e -!%+p!%+#&/
"(#p !(e 0e( #o& o$ ")# "ype o$ "e!m3-'#l #&/ "(!"e/y2 *#") *)#%) m!&y
employe( )!0e $o'& '%%e .
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O$ %o'( e2 $e* *o(+e( *#ll &o" e4pe(#e&%e ! -oo " #& mo(!le !$"e( (e%e#0#&/
mo(e mo&ey. R!# e !& -o&' e %!& e(#o' ly !$$e%" employee !"# $!%"#o&2
!& )o'l -e /#0e& *)e& po #-le. Ye" mo&ey %!&&o" ol0e !ll mo(!le
# 'e 2 !& #$ ! %omp!&y *#") *# e p(e! p(o-lem $o( *o(+e( %!&&o"
#mp(o0e ")e#( o0e(!ll e&0#(o&me&"2 ! -o&' m!y -e 5'#%+ly $o(/o""e& ! ")e
!#ly "(e o$ !& '&ple! !&" ,o- %o&"#&'e "o mo'&".
I$ po #-le2 p(o0# e !me"#e "o yo'( *o(+e( "o #mp(o0e mo(!le. M!+e %e("!#&
")ey )!0e ! %om$o("!-le2 %le!& -(e!+ (oom *#") -! #% &e%e #"#e '%) !
('&&/ *!"e(. eep $!%#l#"#e '%) ! -!")(oom %le!& !& "o%+e *#")
'ppl#e . W)#le !& !#( o$ p(o$e #o&!l# m # &e%e !(y $o( mo " -' #&e e 2
!llo*#&/ *o(+e( "o +eep $!m#ly p)o"o o( m!ll "(#&+e" o& ")e#( e + %!&
m!+e ")em $eel mo(e %om$o("!-le !& &e "e !" ")e#( *o(+ "!"#o&. B! #%
%o& # e(!"#o& l#+e ")e e %!& #mp(o0e employee !"# $!%"#o&2 ! *o(+e( *#ll
$eel *ell %!(e $o( -y ")e#( employe( .
T)e -!%+-o&e o$ employee !"# $!%"#o& # (e pe%" $o( *o(+e( !& ")e ,o- ")ey
pe($o(m. I& e0e(y #&"e(!%"#o& *#") m!&!/eme&"2 employee )o'l -e "(e!"e
*#") %o'("e y !& #&"e(e ". A& e! y !0e&'e $o( employee "o # %'
p(o-lem *#") 'ppe( m!&!/eme&" )o'l -e m!#&"!#&e !& %!(e$'lly
mo"o(e . E0e& #$ m!&!/eme&" %!&&o" mee" !ll ")e em!& o$ employee 2
)o*#&/ *o(+e( ")!" ")ey !(e -e#&/ )e!( !& p'""#&/ )o&e " e #%!"#o& #&"o
%omp(om# #&/ *#ll o$"e& )elp "o #mp(o0e mo(!le.
T)e $ollo*#&/ !(e ")e 0!(#!-le *)#%) %o&"(#-'"e "o Employee !"# $!%"#o&6
1.O0e(!ll I& #0# '!l !"# $!%"#o&6 Employee -e )o'l !"# $#e *#") ")e
o(/! !"#o& ! ! /(e!" pl!%e "o *o(+.
7. Wo(+ E&0#(o&me&"6 Employee )!0e "o $eel !"# $#e *#") ")e e&0#(o&me&"
*#")#& *)#%) ")ey *o(+ $o( #" *o'l (e 'l" #& )#/) p(o '%"#0#"y.
8.Comm'%!"#o& Me")o 6W)e& ! m# "(!"#0e pol#%#e !& !ll #mpo("!&"!&&o'&%eme&" !(e %omm'%!"e "o ")e emplyee 2#" -oo " ")#e( mo(!le.
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T)e me")o %)o e& $o( %omm'%!"#o& !l o pl!y !& #&"e/(!l (ole. SOme o$
")e me")o ")!" %o'l -e ' e !(e #&"(!&e"2mo&")ly &e* le""e( 2*ee+ly
mee"#&/ e"%...
9. Compe& !"#o& !& -e&e$#" 6 T)# # ")e mo " #mpo("!&" 0!(#!-le $o(
employee !"# $!%"#o&.Employee )o'l -e p(o0# e *#") %ompe"#"#0e !l!(y
p!%+!/e !& ")ey )o'l -e !"# $#e *#") #" *)e& %omp!(#&/ ")e#( p!y
p!%+e" *#") ")o e o$ ")e o'" # e( *)o !(e *o(+#&/ #& ")e !me #& ' "(y.
T)e "' y o$ :Employee !"# $!%"#o&: )elp ")e %omp!&y "o m!#&"!#& !
"!& !( ; #&%(e! e p(o '%"#0#"y -y mo"#0!"#&/ ")e employee . ")# "' y "ell
' )o* m'%) ")e employee !(e %!p!-le ; ")e#( #&"e(e " !" *o+ pl!%e< *)!"
!(e ")e ")#&/ "#ll "o -e !"# $y "o ")e employee . !l")o'/) :)'m!& (e o'(%e:
!(e ")e mo " #mpo("!&" (e o'(%e $o( !&y o(/!=!"#o&2 o "o "' y o&
employee !"# $!%"#o& )elp "o +&o* ")e *o(+#&/ %o& #"#o& ; *)!" !(e ")e
")#&/ ")!" !$$e%" ")em &o" "o *o(+ p(ope(ly. !l*!y m!,o(#"y o$ o&e -y ")e
m!%)#&e >e5'#pme&" -'" *#")o'" !&y m!&'!l mome&" &o")#&/ %!& -e o&e.
o "o "' y o& employee !"# $!%"#o& # &e%e !(y.
Employee !"# $!%"#o& # ")e "e(m#&olo/y ' e "o e %(#-e *)e")e( employee
!(e )!ppy !& %o&"e&"e !& $'l$#ll#&/ ")e#( e #(e !& &ee !" *o(+. M!&y
me! '(e p'(po(" ")!" employee !"# $!%"#o& # ! $!%"o( #& employee
mo"#0!"#o&2 employee /o!l !%)#e0eme&"2 !& po #"#0e employee mo(!le #& ")e
*o(+pl!%e.
Employee !"# $!%"#o&2 *)#le /e&e(!lly ! po #"#0e #& yo'( o(/!=!"#o&2 %!&!l o -e ! o*&e( #$ me #o%(e employee "!y -e%!' e ")ey !(e !"# $#e *#")
yo'( *o(+ e&0#(o&me&".
F!%"o( %o&"(#-'"#&/ "o employee !"# $!%"#o& #&%l' e "(e!"#&/ employee *#")
(e pe%"2 p(o0# #&/ (e/'l!( employee (e%o/"#o& 2empo*e(#&/ employee 2
o$$e(#&/ !-o0e #& ' "(y3!0e(!/e -e&e$#" !& %ompe& !"#o&2 p(o0# #&/
employee pe(+ !& %omp!&y !%"#0#"#e 2 !& po #"#0e m!&!/eme&" *#")#& !
'%%e $(!me*o(+ o$ /o!l 2 me! '(eme&" 2 !& e4pe%"!"#o& .
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Employee !"# $!%"#o& # o$"e& me! '(e -y !&o&ymo' employee
!"# $!%"#o& '(0ey ! m# "e(e pe(#o #%!lly ")!" /!'/e employee
!"# $!%"#o& #& !(e! '%) ! 6
m!&!/eme&"2
'& e( "!& #&/ o$ m# #o& !& 0# #o&2
empo*e(me&"2
"e!m*o(+2
%omm'%!"#o&2 !&
%o*o(+e( #&"e(!%"#o&.
T)e $!%e" o$ employee !"# $!%"#o& me! '(e 0!(y $(om %omp!&y "o
%omp!&y.
A e%o& me")o ' e "o me! '(e employee !"# $!%"#o& # mee"#&/ *#")
m!ll /(o'p o$ employee !& ! +#&/ ")e !me 5'e "#o& 0e(-!lly.Depe& #&/ o& ")e %'l"'(e o$ ")e %omp!&y2 e#")e( me")o %!& %o&"(#-'"e
+&o*le /e !-o'" employee !"# $!%"#o& "o m!&!/e( !& employee .
E4#" #&"e(0#e* !(e !&o")e( *!y "o ! e employee !"# $!%"#o& #& ")!"
!"# $#e employee (!(ely le!0e %omp!e .
Employee S!"# $!%"#o& # ! p(e(e5'# #"e $o( ")e %' "ome( !"# $!%"#o&.
E&)!&%e employee !"# $!%"#o& le! "o )#/)e( le0el o$ employee (e"e&"#o&.
A "!-le !& %omm#""e *o(+$o(%e e& '(e '%%e $'l +&o*le /e "(!& $e(2
)!(#&/2 !& %(e!"#o& 333 ! +ey "o %o&"#&'o' #mp(o0eme&"2 #&&o0!"#o&2 !&
+&o*le /e3-! e "o"!l %' "ome( !"# $!%"#o&.
W)e& %omp!e !(e %omm#""e *#") p(o0# #&/ )#/) 5'!l#"y p(o '%"
!& e(0#%e ? *)e& %omp!e e" )#/) *o(+ "!& !( $o( ")e#( employee ?
!& *)e& employee !(e empo*e(e ")(o'/) "(!#&/ !& e0elopme&"2
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p(o0# e *#") +&o*le /e !& #&$o(m!"#o&2 pe(m#""e "o m!+e m# "!+e *#")o'"
p' )me&"2 !& "(' "e ? ")ey *#ll e4pe(#e&%e !& #&%(e! e #& ")e#( le0el o$
!"# $!%"#o& !" *o(+.
T)# le0el o$ !"# $!%"#o& %!& -e e&)!&%e $'(")e( #$ "e!m*o(+ !& 0# #o&!(y
le! e( )#p !(e #&"(o '%e .
Co&"#&'o' #mp(o0eme&" %ome $(om ")e e$$o(" o$ ")e empo*e(e
employee mo"#0!"e -y 0# #o&!(y le! e( )#p. T)# # 'ppo("e -y ")e
$#& #&/ ")!" empo*e(me&" !& 0# #o&!(y le! e( )#p -o") )!0e #/$#%!&"
%o((el!"#o& *#") employee !"# $!%"#o&. Te!m*o(+ # !l o 'ppo("e -y ")e
$#& #&/ . I& ! #"#o&2 ")e "' y $o'& #/$#%!&" %o((el!"#o& -e"*ee& employee
!"# $!%"#o& !& employee@ #&"e&"#o& "o le!0e.
T)e '%%e o$ ! %o(po(!"#o& epe& 0e(y m'%) o& %' "ome(
!"# $!%"#o&. A )#/) le0el o$ %' "ome( e(0#%e le! "o %' "ome( (e"e&"#o&2 ")'
o$$e(#&/ /(o*") !& p(o$#" oppo("'"#e "o ")e o(/!=!"#o&. T)e(e # ! "(o&/
(el!"#o& )#p -e"*ee& %' "ome( !"# $!%"#o& !& employee !"# $!%"#o&.
S!"# $#e employee !(e mo(e l#+ely "o "!y *#") %omp!&y !& -e%ome
%omm#""e !& )!0e mo(e l#+ely "o -e mo"#0!"e "o p(o0# e )#/) le0el o$
%' "ome( e(0#%e2 -y o#&/ o *#ll !l o $'(")e( e&)!&%e ")e employee@
!"# $!%"#o& ")(o'/) $eel#&/ o$ !%)#e0eme&". E&)!&%e employee !"# $!%"#o&
le! "o #mp(o0e employee (e"e&"#o&? !& employee "!-#l#"y e& '(e ")e
'%%e $'l #mpleme&"!"#o& o$ %o&"#&'o' #mp(o0eme&" !& %' "ome(
!"# $!%"#o&. C' "ome( !"# $!%"#o& *#ll &o o'-" le! "o %o(po(!"e '%%e
!& /(e!"e( ,o- e%'(#"y. T)e e *#ll $'(")e( e&)!&%e employee !"# $!%"#o&.
T)e(e$o(e2 employee !"# $!%"#o& # ! p(e(e5'# #"e $o( %' "ome( !"# $!%"#o&.
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I& ")e !("#%le p'-l# )e -y W#l o& Wo(l W# e@2 M#%)!el Le#m-!%) !y 2 I& !
-' #&e e&0#(o&me&" ")!" (e5'#(e employee *)o !(e $le4#-le2 %(e!"#0e !&
*#ll#&/ "o "!+e (# + 2 #" # &e%e !(y "o $#& *!y "o )elp employee $eel $'l$#lle
!& empo*e(e !" ")e#( *o(+ . He $'(")e( ! ")!" ")e m!&!/e( !& le! e(
)!0e ")e m!,o( #mp!%" o& ")e $'l$#llme&" !"# $!%"#o& o$ employee !& 2
%o& e5'e&"ly2 o& )o* *ell ")ey pe($o(m.
Cle!(ly2 *)#le o(/!=!"#o&!l le! e( !(e (e")#&+#&/ )o* "o m!&!/e ")e
%o(po(!"#o&2 ")ey m' " !l o (e")#&+ )o* ")ey le! ")e people *)o (#0e #". We
$o'& ")!" le! e( )#p +#ll #(e%"ly (el!"e "o employee !"# $!%"#o& #&%l' e6
)!0#&/ ! %le!( #(e%"#o& $o( ")e /(o'p? )!0#&/ (e!l# "#% !& %le!( o-,e%"#0e ?
!& -e#&/ !-le "o /#0e !pp(op(#!"e $ee -!%+2 (e%o/"#o&2 !& 'ppo(".
Pe()!p mo " #mpo("!&"ly2 ")e (e 'l" emp)! #=e empo*e(#&/ !& e0elop#&/
employee o ")ey %!& o ")e *o(+ ")em el0e !& el#m#&!"e -!((#e( "o
/e""#&/ ")e *o(+ o&e. M!&!/e( *)o )!0e ")e le! e( )#p +#ll "o !%%ompl# )
")e e %o& #"#o& *#ll %(e!"e ! )#/) le0el o$ $'l$#llme&" #& ")e#( employee *#") !
#(e%" #mp!%" "o ")e -o""om l#&e 1.
1 T)# )! -ee& !# -y M#%)!el Le#m-!%)2 *)#le %o&%l' #&/ )# !("#%le
Re e$#&/ Employee S!"# $!%"#o&2 )e # ")e p(e # e&"2 (e e!(%) ; e #/& !"
W#l o& Le!(&/ Wo(l *# e
Emplo ee !ati"#a$tio% i% E&te%"io%' A Te&a" !tu( )*+
A,"tra$t
T)# !("#%le e %(#-e ! "' y e "!-l# )#&/ e0e& #me& #o& ")!" %o&"(#-'"e "o
o(/!=!"#o&!l e$$e%"#0e&e !& employee !"# $!%"#o& ! ! me!& o$
"(e&/")e&/ "(!"e/#% pl!&&/ e$$o(" . A '(0ey2 ! m# "e(e "o 12 7
E4"e& #o& employee 2 (e%e#0e ! (e po& e. F#& #&/ '//e " ")!"
-!l!&%e -e"*ee& p(o$e #o&!l !& pe( o&!l l#$e2 ! %le!( 0# #o& o$ ")e $'"'(e2!""e&"#o& "o "(!#&/ !& e0elopme&"2 !& employee #&0ol0eme&" !(e o'(%e
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o$ oppo("'"y "o #&%(e! e employee !"# $!%"#o& !& '%%e #& "(!"e/#%
pl!&&/ !& #mpleme&"!"#o&. A e #&/ employee !""#"' e (e 'l"e #& ")e
#"#!"#o& o$ !& o(/!=!"#o&!l (e&e*!l e$$o(" ")!" *! "(o&/ly l#&+e "o ")e
lo&/ (!&/e pl!&&/ p(o%e .
-a$./rou%( o# t0e "tu(
To !%%ompl# ) #" 0#"!l m# #o&2 ")e Coope(!"#0e E4"e& #o& Sy "em #
%o& "!&"ly %)!&/#&/ "o mee" ")e )#$"#&/ &ee !& p(#o(#"#e o$ ")e people ")!"
em!& #" e(0#%e . Spe%#$#% p(o/(!m p(#o(#"#e 2 o(/!=!"#o&!l "('%"'(e !&
e4"e(&!l (el!"#o& )#p !(e %!p"'(e #& ")e e0e& -! e p(o/(!m "(!"e/#% pl!&
JU.S. Dep!("me&" o$ A/(#%'l"'(e2 1KK9 .
G(! (oo" #&0ol0eme&" !& # e&"#$y#&/ e4p(e e &ee !(e %e&"(!l "o
&!"#o&!l2 "!"e2 !& lo%!l "(!"e/#% pl!&&/ e$$o(" . Al")o'/) ")e # 'e
# e&"#$#%!"#o& p(o%e # %' "ome( (#0e&2 #" oe l#""le "o '&%o0e( ")e #&"e(&!l
$!%"o( ")!" m!y !%%ele(!"e o'( !-#l#"y "o -e (e po& #0e !& 0# #o&!(y. ' " !
#" # #& o'( -e " #&"e(e " "o -e e '%!"#o&!lly (ele0!&" "o E4"e& #o& %l#e&"ele2 #"
# !l o &e%e !(y "o -e mo(e o(/!=!"#o&!lly (ele0!&" "o E4"e& #o&
employee .
* T)# (e e!(%) *! %o& '%"e -y B!(-!(! V. Bol"e 2 A o%#!"e P(o$e o( ;
E4"e& #o& P(o/(!m De0elopme&" Spe%#!l# "2 L!*(e&%e A. L#pp+e2 P(o$e o(;
S"!"e P(o/(!m Le! e( 3 Comp'"e( Te%)&olo/y ; El#=!-e") G(e/o(y2 A # "!&"
P(o$e o( ; E4"e& #o& Comm'%!"#o& Spe%#!l# "2 Te&a" A M U%iver"it 2
Colle/e !tatio%2 Te&a"3
4o, !ati"#a$tio% "urve at T0e Pro#e""io%al Courier"2 Coim,atore
I& !& !&o")e r "' y %o& '%"e !" T)e P(o$e #o&!l Co'(#e( 8 2 #" )! -ee&
o- e(0e ")!" ")e m!,o(#"y o$ ")e (e po& e&" -el#e0e ")!" ")e )#/) !"# $!%"#o&
le0el !(e e(#0e -y ")e ol !/e /(o'p . T)e (epo(" )! -ee& !&!ly=e
")(o'/) C)#3 S5'!(e !& Co3(el!"#o&. T)e "e " (e0e!le ")!" ")e(e # &o
#/$#%!&" (el!"#o& )#p -e"*ee& ")e !/e !& !"# $!%"#o& le0el.
A $!( ! /e& e( /oe 2 ")e "' y (e0e!l ")!" ")e(e !(e mo(e m!le !(e po& e&" !& ")e !"# $!%"#o& le0el o$ ")e m!le !(e )#/)e( ")!& $em!le .
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Fo( e '%!"#o&!l 5'!l#$#%!"#o&2 ")e %)#3 5'!(e "e " (e0e!l ")!" ")e(e # &o
#/$#%!&" (el!"#o& )#p -e"*ee& e '%!"#o&!l 5'!l#$#%!"#o& !& le0el o$
!"# $!%"#o&
Fo( ")e p!(!me"e(2 M!(#"!l S"!"' @2 ")e "' y (e0e!l ")!" ")e(e # #/$#%!&"
(el!"#o& )#p -e"*ee& m!(#"!l "!"' !& !"# $!%"#o& le0el .
Re"ear$0 Arti$le"'
5ail".a"2 !3 6O$to,er *77892 A Tou/0 E$o%om 0a"%:t Dampe%e(
Nort0er% Cali#or%ia emplo ee": "pirit to "ati"# $u"tomer a%( ,etter
t0em"elve"2 www3pro,uil(er3$om ' pp3 ;;
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Art0ur 4-3 61 =93 E##e$t" o# Huma% Re"our$e ! "tem" o%
Ma%u#a$turi%/ Per#orma%$e a%( Tur%over3 A$a(em o# Ma%a/eme%t
4our%al2 pp3 ;?2B?7
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Met0o(" o# $olle$tio% o, a%al "i" i%#ormatio%
H!0#&/ employee $#ll o'" 5'e "#o&&!#(e "o e %(#-e ")e#( ,o-3(el!"e '"#e #&
(e po& #-#l#"#e # !&o")e( /oo *!y "o o-"!#& ,o- !&!ly # #&$o(m!"#o&.
We )!0e "o e%# e )o* "('%"'(e ")e 5'e "#o&&!#(e )o'l -e !& *)!"
5'e "#o& "o #&%l' e. Some 5'e "#o&&!#(e !(e 0e(y "('%"'(e %)e%+l# " .
E!%) employee /e" !& #&0e&"o(y o$ pe()!p )'& (e o$ pe%#$#% '"#e o(
"! + J '%) ! %)!(/e !& pl#%e *#(e@ . He o( )e # ! +e "o #& #%!"e
*)e")e( o( &o" )e o( )e pe($o(m e!%) "! + !& 2 #$ o2 )o* m'%) "#me #&o(m!lly pe&" o& e!%). A" ")e o")e( e4"(eme2 ")e 5'e "#o&&!#(e %!& -e ope&
e& e !& #mply ! + ")e employee "o e %(#-e ")e m!,o( '"#e o$ yo'( ,o-@.
I& p(!%"#%e ")e -e " 5'e "#o&&!#(e o$"e& $!ll -e"*ee& ")e e "*o e4"(eme . A
#ll' "(!"e 2 ! "yp#%!l !&!ly # 5'e "#o&&!#(e m#/)" )!0e e0e(!l ope& e& e
5'e "#o& J '%) ! "!"e yo'( ,o- @ o0e(!ll p'(po e ! *ell ! "('%"'(e
5'e "#o& %o&%e(&/ $o( #& "!&%e2 p(e0#o' e '%!"#o& (e5'#(e .
W)e")e( "('%"'(e o( '&3 "('%"'(e 2 5'e "#o&&!#(e )!0e -o") p(o !& %o& .
A 5'e "#o&&!#(e # ! 5'#%+ !& e$$#%#e&" *!y "o o-"!#& #&$o(m!"#o& $(om ! l!(/e
&'m-e( o$ employee ? #"@ le %o "ly ")!& #&"e(0#e*#&/ )'& (e o$ *o(+e( 2
$o( #& "!&%e. Ho*e0e(2 e0elop#&/ ")e 5'e "#o&&!#(e !& "e "#&/ #" pe()!p -y
m!+#&/ '(e ")e *o(+e( '& e( "!& ")e 5'e "#o& %!& -e e4pe& #0e !& "#me
%o& 'm#&/.
O,"ervatio%
D#(e%" o- e(0!"#o& # e pe%#!lly ' e$'l *)e& ,o- %o& # " m!#&ly o$ o- e(0!-le
p)y #%!l !%"#0#"#e ! em-ly3l#&e *o(+e( !& !%%o'&"#&/ %le(+ !(e e4!mple .
O& ")e o")e( )!& 2 o- e(0!"#o& # ' '!lly &o" !pp(op(#!"e *)e& ")e ,o- e&"!#l
! lo" o$ me&"!l !%"#0#"y l!*ye(2 e #/& e&/#&ee(. No( # #" ' e$'l #$ ")e
employee o&ly o%%! #o&!lly e&/!/e #& #mpo("!&" !%"#0#"#e 2 '%) ! ! &'( e
*)o )!& le eme(/e&%#e . A& (e!%"#0#"y ")e *o(+e( %)!&/#&/ *)!" )e o(
)e &o(m!lly oe -e%!' e yo' !(e *!"%)#&/ %!& !l o -e ! p(o-lem.
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M!&!/e( o$"e& ' e #(e%" o- e(0!"#o& !& #&"e(0#e*#&/ "o/e")e(. O&e
!pp(o!%) # "o o- e(0e ")e *o(+e( o& ")e ,o- '(#&/ ! %omple"e *o(+ %y%le.
T)e %y%le # ")e "#me #" "!+e "o %omple"e ")e ,o-? #" %o'l -e ! m#&'"e $o( !&
! em-ly l#&e *o(+e( o( !& )o'(2 ! !y2 o( lo&/e( $o( %omple4 ,o- . He(e yo'
"!+e &o"e o$ !ll ")e ,o- !%"#0#"#e . T)e&2 !$"e( !%%'m'l!"#&/ ! m'%)
#&$o(m!"#o& ! po #-le2 yo' #&"e(0#e* ")e *o(+e(. A + ")e pe( o& "o %l!(#$y
po#&" '& e( "oo !& "o e4pl!#& *)!" o")e( !%"#0#"#e )e o( )e pe($o(m ")!"
yo' # &@" o- e(0e. Yo' %!& !l o o- e(0e !& #&"e(0#e* #m'l"!&eo' ly2
! +#&/ 5'e "#o& ")e *o(+e( pe($o(m )# o( )e( ,o-.
Parti$ipa%t Diar Lo/"
A&o")e( !pp(o!%) # "o ! + *o(+e( "o +eep ! !#(y>lo/ o$ *)!" ")ey o '(#&/
")e !y. Fo( e0e(y !%"#0#"y )e o( )e e&/!/e #&2 ")e employee (e%o( ")e
!%"#0#"y J!lo&/ *#") ")e "#me #& ! lo/. T)# %!& p(o '%e ! 0e(y %omple"e
p#%"'(e o$ ")e ,o-2 e pe%#!lly *)e& 'ppleme&"e *#") '- e5'e&" #&"e(0#e*
*#") ")e *o(+e( !& ")e 'pe(0# o(. T)e employee 2 o$ %o'( e m#/)" "(y "o
e4!//e(!"e ome !%"#0#"#e !& '& e(pl!y o")e( . Ho*e0e(2 ")e e"!#le 2
%)(o&olo/#%!l &!"'(e o$ ")e lo/ "e& "o me #!"e !/!#& " ")# .
Some $#(m "!+e ! )#/) "e%) !pp(o!%) "o !#(y>lo/ . T)ey /#0e employee
po%+e" #%"!"#&/ m!%)#&e !& p!/e( . T)e& !" (!& om "#me '(#&/ ")e !y2
")ey p!/e ")e *o(+e( 2 *)o #%"!"e *)!" ")ey !(e o#&/ !" ")!" "#me. H#
!pp(o!%) %!& !0o# o&e p#"$!ll o$ ")e "(! #"#o&!l !#(y>lo/ me")o 6 (ely#&/ o&
*o(+e( "o (emem-e( *)!" ")ey # )o'( e!(l#e( *)e& ")ey %omple"e ")e#(
lo/ !" ")e e& o$ ")e !y.
Jua%titative 4o, A%al "i" Te$0%i ue"
'!l#"!"#0e !pp(o!%)e l#+e #&"e(0#e* !& 5'e "#o&&!#(e !(e &o" !l*!y
'#"!-le. Fo( e4!mple2 #$ yo'( !#m # "o %omp!(e ,o- $o( p!y p'(po e 2 yo'
m!y *!&" "o -e !-le "o ! #/& 5'!&"#"!"#0e 0!l'e "o e!%) ,o-. T)e po #"#o&
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!&!ly # 5'e "#o&&!#(e2 ")e Dep!("me&" o$ L!-o( !pp(o!%)2 !& $'&%"#o&!l ,o-
!&!ly # !(e ")(ee pop'l!( '!&"#"!"#0e me")o .
Attitu(e "urve "
T)e "yp#%!l !""#"' e '(0ey p(e e&" ")e employee *#") ! e" o$ "!"eme&" o(
5'e "#o& *#") ! (!"#&/ %!le #& #%!"#&/ ")e e/(ee o$ !/(eeme&".
T)e o(/!=!"#o& %!& #&%l' e #& ")e#( '(0ey !-o'" ! %omp!(e *#") ")o e o$
o")e( o(/!=!"#o& 2 Be " ' e o$ #& #0# '!l !-#l#"#e #& ")e#( ,o-2 !& +&o*le /e
o$ employee !-o'" )# ,o-.. I e!lly2 ")e #"em )o'l -e "!#lo(e "o o-"!#& ")e
pe%#$#% #&$o(m!"#o& ")!" m!&!/eme&" e #(e . A& #& #0# '!l !""#"' e %o(e #
!%)#e0e -y 'mm#&/ 'p (e po& e "o )# o( )e( 5'e "#o&&!#(e e #(e .
T)e e %o(e %!& ")e& -e !0e(!/e $o( *o(+ /(o'p 2 "e!m 2 ep!("me&" 2
#0# #o& 2 o( ")e o(/!=!"#o& ! ! *)ole.
Re 'l" $(om !""#"' e '(0ey %!& $(e5'e&"ly '(p(# e m!&!/eme&". Be%!' e
employee *e(e !%"#0ely #&0ol0e #& #0# #o& e%# #o& !& p(o$#"!-#l#"y *!
")e )#/)e " *#")#& ")e e&"#(e %omp!&y. M!&!/eme&" ! 'me mo(!le *!
)#/) !& "o %o&$#(m ")e#( -el#e$ 2 ")ey %o& '%"e ! )o(" !""#"' e '(0ey.
Employee *e(e ! +e #$ ")ey !/(ee o( # !/(ee *#") ")e $ollo*#&/
"!"eme&" 6
1.A" *o(+2 yo'( op#o& %o'&".
7. T)o e o$ yo' *)o *!&" "o -e ! le! e( #& ")# %omp!&y )!0e ")e oppo("'"y
"o -e%ome o&e.
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8. I& ")e p! " #4 mo&") 2 omeo&e )! "!l+e "o yo' !-o'" yo'( pe( o&!l
e0elopme&".
PURPO!E O@ REPORT
1.I&%(e! #&/ ")e e$$e%"#0e&e o$ %)!&&el p!("&e( #& mo-#le "elep)o&y
m!(+e" .
7. T)e(e !(e &'m-e( o$ ep!("me&" #& B)!("# A#("el L#m#"e !& ")# p(o,e%"
ee+ "o me! '(e !"# $!%"#o& le0el !mo&/ ")e employee . Employee
!"# $!%"#o& le! "o %' "ome( !"# $!%"#o& 2 o 2 #" )! "o -e e0elope $#( " .
8. To ! op" &e* me")o o ")!" ")e(e %!& -e -e""e( *o(+#&/ %o& #"#o&
!mo&/ ")e employee .
9.To !"# $y mo(e !& mo(e %' "ome( -y loo+#&/ 'po& ")e#( /(#e0!&%e .
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CHAPTER *
RE!EARCH METHODOLOG
O, e$tive"
T)e "' y # %o& '%"e *#") ")e $ollo*#&/ o-,e%"#0e 6
1. To # %o0e( ")e 0!(#o' e4pe%"!"#o& ")!" e"e(m#&e ")e !"# $!%"#o&le0el o$ employee.
7. To (!&+ ")e $!%"o( !%%o( #&/ "o ")e #mpo("!&%e.
8. To me! '(e ")e le0el o$ !"# $!%"#o& o$ employee *#") (e pe%" "o ")e%omp!&y.
Emplo ee !ati"#a$tio% Mea"ureme%t
Employee !"# $!%"#o& )! -ee& e$#&e ! ! $'&%"#o& o$ pe(%e#0e
pe($o(m!&%e !& e4pe%"!"#o& . I" # ! pe( o& @ $eel#&/ o$ ple! '(e o(
# !ppo#&"me&" (e 'l"#&/ $(om %omp!(#&/ ! p(o '%" @ o'"%ome "o )# >)e(
e4pe%"!"#o& .
I$ ")e pe($o(m!&%e JComp!&y Se(0#%e $!ll )o(" o$ e4pe%"!"#o& 2
")e employee # # !"# $#e !& #$ #" m!"%)e ")e e4pe%"!"#o& 2 ")e employee
# !"# $#e . A )#/) !"# $!%"#o& #mpl#e mo(e p'(%)! e>' e o$ ")e p(o '%" o(
e(0#%e. T)e p(o%e # )o*e0e(2 mo(e %ompl#%!"e ")e& #" !ppe!( . I" # mo(e
#mpo("!&" $o( !&y o(/!=!"#o& "o o$$e( )#/) !"# $!%"#o&2 ! #" (e$le%" )#/)
loy!l"y !& #" *#ll &o" le! "o *#"%)#&/ o0e( o&%e ! -e""e( o$$e( %ome #&.
1:
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!& &o" !" !ll #mpo("!&". T)e (e po& e $o( e!%) 5'e "#o& #& e#")e( %ompo&e&"
o$ !"# $#e "o # !"# $#e !& $(om %(#"#%!l "o &o" !" !ll #mpo("!&"2 (e pe%"#0ely.
Data Colle$tio% a%( A%al "i"
E4)!' "#0e l# " o$ !ll ")e employee # o-"!#&e . A !mple #=e o$ 1 #
%)o e& "o -e (ep(e e&"!"#0e o$ ")e pop'l!"#o& . S!mple #&"e(0!l # e"e(m#&e
-y #0# #&/ "o"!l &o. o$ employee -y ")e !mple #=e J 7 .87 .E0e(y "e&")
#& #0# '!l !ppe!(#&/ #& ")e e4)!' "#0e l# " # ")e& ele%"e . S!mple (!*& !(e
' e "o %olle%" !"! pe("!#&/ "o employee @ !"# $!%"#o& ! *ell !
#mpo("!&%e "o*!( ")e 1Q !""(#-'"e l# "e .
T)e (e 'l" !(e ")e& %!"e/o(#=e o& ")e -! # o$
1. To"!l Re po& e&" .
7. Dep!("me&" *# e.
8. S!l!(y W# e.
Fo( e!%) %!"e/o(y2 ")e (e po& e&" !(e ele%"e !& ")e& !0e(!/e o$
!"# $!%"#o& !& #mpo("!&%e !(e %omp'"e $o( e!%) 5'e "#o& (e pe%"#0ely.
T)e& ")e p(o '%" o$ %o((e po& #&/ !0e(!/e # %omp'"e "o /#0e ")e
!"# $!%"#o& #& e4.
T)e $o(m'l! %omp'"!"#o& o$ !"# $!%"#o& #& e4 # 6
S!"# $!%"#o& I& e4 S'm o$ A0e(!/e S!"# $!%"#o&JS 4 A0e(!/e #mpo("!&%e J#
S'm o$ A0e(!/e Impo("!&%e J#
! i
i
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-' #&e ! B)!("# Re"!#l P0". L" . '& e( ! MoU *#") W!l3M!(" $o( ")e %! ) ;
%!((y -' #&e . I" )! '%%e $'lly l!'&%)e !& #&"e(&!"#o&!l 0e&"'(e *#") EL
Ro") %)#l G(o'p "o e4po(" $(e ) !/(# p(o '%" e4%l' #0ely "o m!(+e" #&
E'(ope !& USA !& )! l!'&%)e B)!("# AXA L#$e I& '(!&%e Comp!&y L"
'& e( ! ,o#&" 0e&"'(e *#") AXA2 *o(l le! e( #& $#&!&%#!l p(o"e%"#o& !& *e!l")
m!&!/eme&" .
A#("el %ome $(om B)!("# A#("el L#m#"e 2 I& #!@ l!(/e " #&"e/(!"e !& ")e $#( "
p(#0!"e "ele%om e(0#%e p(o0# e( *#") ! $oo"p(#&" #& !ll ")e 78 "ele%om %#(%le .
B)!("# A#("el #&%e #" #&%ep"#o& )! -ee& !" ")e $o(e$(o&" o$ "e%)&olo/y !& )!
"ee(e ")e %o'( e o$ ")e "ele%om e%"o( #& ")e %o'&"(y *#") #" *o(l %l!
p(o '%" !& e(0#%e . T)e -' #&e e !" B)!("# A#("el )!0e -ee& "('%"'(e
#&"o ")(ee #& #0# '!l "(!"e/#% -' #&e '" JSBU@ 3 Mo-#le Se(0#%e 2 A#("el
Teleme #! Se(0#%e ; E&"e(p(# e Se(0#%e . T)e mo-#le -' #&e p(o0# e
mo-#le ; $#4e *#(ele e(0#%e ' #&/ GSM "e%)&olo/y !%(o 78 "ele%om
%#(%le *)#le ")e A#("el Teleme #! Se(0#%e -' #&e o$$e( -(o! -!& ;
"elep)o&e e(0#%e #& KQ %#"#e . T)e E&"e(p(# e e(0#%e p(o0# e e& 3"o3e&
"ele%om ol'"#o& "o %o(po(!"e %' "ome( !& &!"#o&!l ; #&"e(&!"#o&!l lo&/
# "!&%e e(0#%e "o %!((#e( . All ")e e e(0#%e !(e p(o0# e '& e( ")e A#("el
-(!& .
B)!("# A#("el # o&e o$ I& #! le! #&/ p(#0!"e e%"o( p(o0# e( o$
"ele%omm'%!"#o& e(0#%e -! e o& !& !//(e/!"e o$ 2 K2K98
%' "ome( ! o& Ap(#l 8 2 7 2 %o& # "#&/ o$ 928 2989 GSM mo-#le !&
7281K2Q K B)!("# Teleme #! '- %(#-e( . T)e -' #&e e !" B)!("# A#("el )!0e
-ee& "('%"'(e #&"o ")(ee #& #0# '!l "(!"e/#% -' #&e '" JSBU@ 3 mo-#le
e(0#%e 2 "eleme #! e(0#%e JATS ; e&"e(p(# e e(0#%e . T)e mo-#le e(0#%e
/(o'p p(o0# e GSM mo-#le e(0#%e !%(o I& #! #& 78 "ele%om %#(%le 2 *)#le
")e ATS -' #&e /(o'p p(o0# e -(o! -!& ; "elep)o&e e(0#%e #& K9 %#"#e .
T)e e&"e(p(# e e(0#%e /(o'p )! "*o '-3'" 3 %!((#e( Jlo&/ # "!&%e
e(0#%e !& e(0#%e "o %o(po(!"e . All ")e e e(0#%e !(e p(o0# e '& e(
")e A#("el -(!& .
""
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Comp!&y )!(e !(e l# "e o& T)e S"o%+ E4%)!&/e2 M'm-!# JBSE !& T)e
N!"#o&!l S"o%+ E4%)!&/e o$ I& #! L#m#"e JNSE . T)e %omp!&y )! !
"(!"e/#% !ll#!&%e *#") S#&/Tel . T)e #&0e "me&" m! e -y S#&/Tel # o&e o$ ")e
l!(/e " #&0e "me&" m! e #& ")e *o(l o'" # e S#&/!po(e2 #& ")e %omp!&y.
T)e %omp!&y@ mo-#le &e"*o(+ e5'#pme&" p!("&e( #&%l' e E(#% o& !&
No+#!. I& ")e %! e o$ ")e -(o! -!& !& "elep)o&e e(0#%e !& e&"e(p(# e
e(0#%e J%!((#e( 2 e5'#pme&" 'ppl#e( #&%l' e S#eme& 2 No("el2 Co(&/2
!mo&/ o")e( . T)e Comp!&y !l o )! !& #&$o(m!"#o& "e%)&olo/y !ll#!&%e *#")
IBM $o( #" /(o'p3*# e #&$o(m!"#o& "e%)&olo/y (e5'#(eme&" !& *#") No("el $o(
%!ll %e&"e( "e%)&olo/y (e5'#(eme&" . T)e %!ll %e&"e( ope(!"#o& $o( ")e mo-#le
e(0#%e )!0e -ee& o'" o'(%e "o IBM D!+ )2 H#& ',! TMT2 Tele"e%) ;
Mp)! #
B)!("# A#("el L#m#"e 2 "o/e")e( *#") #" '- # #!(#e 2 p(o0# e
"ele%omm'%!"#o& e(0#%e #& I& #!. T)e %omp!&y ope(!"e #& $#0e e/me&" 6
Mo-#le Se(0#%e 2 Teleme #! Se(0#%e 2 E&"e(p(# e Se(0#%e C!((#e( 2 E&"e(p(# e
Se(0#%e Co(po(!"e2 !& P! #0e I&$(! "('%"'(e Se(0#%e . T)e Mo-#le Se(0#%e
e/me&" o$$e( mo-#le e(0#%e ' #&/ /lo-!l y "em $o( mo-#le
%omm'%!"#o& JGSM "e%)&olo/y. I" o$$e( po "3p!# 2 p(e3p!# 2 (o!m#&/2 !&0!l'e ! e e(0#%e ")(o'/) #" 78 "ele%om %#(%le . T)e Teleme #! Se(0#%e
e/me&" o$$e( e(0#%e ")(o'/) *#(e3l#&e %o&&e%"#0#"y "o ")e '- %(#-e(2 !
*ell ! -(o! -!& I&"e(&e". T)e E&"e(p(# e Se(0#%e C!((#e( e/me&" o$$e(
ome "#% !& #&"e(&!"#o&!l lo&/ # "!...
Or/a%i"atio% !tru$ture
A !& o'"%ome o$ ! (e "('%"'(#&/ e4e(%# e %o& '%"e *#")#& ")e %omp!&y? !
&e* #&"e/(!"e o(/!=!"#o&!l "('%"'(e )! eme(/e ? *#") (e!l#/&e (ole 2
(e po& #-#l#"#e !& (epo("#&/ (el!"#o& )#p o$ B)!("#@ +ey "e!m pl!ye( . W#")
e$$e%" $(om M!(%) 12 7 2 ")# '$#e m!&!/eme&" "('%"'(e o$ O&e
A#("el *#ll e&!-le %o&"#&'e #mp(o0eme&" #& ")e el#0e(y o$ ")e G(o'p@
"(!"e/#% 0# #o&.
"5
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-0arti Airtel < Or/a%i atio% !tru$ture
"6
http://www.bhartiairtel.in/index.php?eID=tx_cms_showpic&file=uploads%2Fpics%2FAirtel-org-str-names-ver1.jpg&width=800m&height=600m&bodyTag=%3Cbody%20style%3D%22margin%3A0%3B%20background%3A%23fff%3B%22%3E&wrap=%3Ca%20href%3D%22javascript%3Aclose%28%29%3B%22%3E%20%7C%20%3C%2Fa%3E&md5=09c751037b286ef46ce12d1dcf6b46c3 -
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FI!ION
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BY 7 17 AIRTEL WILL BE MOST ADMIRED BRAND IN INDIA 6
LOVED BY MORE CUSTOMERS
TARGETED BY TOP TALENT
BENCHMAR ED BY MORE BUSINESS
MI!!ION
TO BE GLOBALLY ADMIRED FOR TELECOM SERVICES THAT DELIGHTCUSTOMERS.
A#("el *#ll mee" /lo-!l "!& !( $o( "ele%om e(0#%e ")!" el#/)" %' "ome(")(o'/) 6
1. C' "ome( %!(e $o%'
7. Empo*e(e employee
8. Co " e$$#%#e&%y
9. U$#e me !/#&/ ol'"#o&
Q. I&&o0!"#0e p(o '%" !& e(0#%e
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HIGHLIGHT!
Me #! "!"eme&" $(om -)!("# !#("el l#m#"e .
A#("el l!'&%)e %lo' %omp'"#&/ e(0#%e o& -(o! -!& o$$e( &e" PClo* %o " o&l#&e %omp'"e( !" RS. KKK
B)!("# !#("el %(o e 1 m#ll#o& %' "ome( m!(+ .
D#/#"!l TV $(om A#("el "o p(em#e(e +)' ! +!y +#ye
D#/#"!l TV $(om A#("el l!'&%)e 7 &e* e&"(y o$$e( .
B)!("# A#("el ,o#& )!& *#") M!&%)e "e( U"e $o( ! $#0e ye!( e4%l' #0e !/(eeme&" .
MO-ILE !ERFICE!
B)!("# A#("el o$$e( GSM mo-#le e(0#%e #& !ll ")e 783"ele%om %#(%le o$ I& #!
!& # ")e l!(/e " mo-#le e(0#%e p(o0# e( #& ")e %o'&"(y2 -! e o& ")e &'m-e(
o$ %' "ome( .
AIRTEL TELEMEDIA !ERFICE!
T)e /(o'p o$$e( )#/) pee -(o! -!& #&"e(&e" *#") ! -e " #& %l! &e"*o(+.
W#") L!& l#&e e(0#%e #& K9 %#"#e *e )elp yo' "!y #& "o'%) *#") yo'( $(#e&
; $!m#ly !& ")e *o(l . Ge" *o(l %l! e&"e("!#&me&" *#") I& #!@ -e " #(e%"
"o )ome JDTH e(0#%e #/#"!l TV #& mo(e ")!& 1Q %#"#e
ENTERPRI!E !ERFICE! 6CARRIER 9
C!((#e( -' #&e '" p(o0# e lo&/ # "!&%e *)ole !le 0o#%e !& !"!
e(0#%e "o %!((#e( %' "ome( ! *ell ! "o o")e( -' #&e '" o$ A#("el. I" !l o
o$$e( 0#("'!l %!ll#&/ %!( e(0#%e #& ")e o0e( e! m!(+e" .
T)e -' #&e '" o*& ! "!"e o$ ")e !(" &!"#o&!l !& #&"e(&!"#o&!l lo&/
# "!&%e &e"*o(+ #&$(! "('%"'(e e&!-l#&/ #" "o p(o0# e %o&&e%"#0#"y e(0#%e
-o") *#")#& I& #! !& %o&&e%"#&/ I& #! "o ")e *o(l .
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T)e &!"#o&!l lo&/ # "!&%e #&$(! "('%"'(e %omp(# e o$ 828 K R+m o$ op"#%!l
$#-(e2 o0e( 12Q MPLS !& SDH POP !& o0e( 12 POI *#") ")e lo%!l
e4%)!&/e 2 p(o0# #&/ ! p!& I& #! (e!%).
T)e #&"e(&!"#o&!l #&$(! "('%"'(e #&%l' e o*&e( )#p o$ ")e #7# '-m!(#&e %!-le
y "em %o&&e%"#&/ C)e&&!# "o S#&/!po(e2 %o& o("#'m o*&e( )#p o$ ")e SMW9
'-m!(#&e %!-le y "em !& #&0e "me&" #& %!p!%#"#e !%(o ! &'m-e( o$
#0e( e '-m!(#&e %!-le y "em !%(o "(!& !"l!&"#% !& "(!& p!%#$#% (o'"e .
I& (e%e&" p! " #" )! !&&o'&%e #&0e "me&" #& &e* %!-le y "em '%) !
A #! Ame(#%! G!"e*!y JAAG 2 I& #! M# le E! " !& We "e(& E'(ope
JIMEWE 2 U"y No(")2 ; EIG JE'(ope I& #! G!"e*!y .
ENTERPRI!E !ERFICE! 6 CORPORATE 9
T)# -' #&e '" el#0e( e& "o e& "ele%om ol'"#o& "o I& #!@ l!(/e
%o(po(!"e . I" e(0e ! ")e #&/le po#&" o$ %o&"!%" $o( !ll "ele%omm'%!"#o&
&ee $o( %o(po(!"e %' "ome( #& I& #! -y p(o0# #&/ $'ll '#"e o$
%omm'%!"#o& e(0#%e !%(o !"!2 0o#%e !& m!&!/e e(0#%e .
I" pe%#!l#=e #& p(o0# #&/ %' "om#=e ol'"#o& "o ! (e ''e
(e5'#(eme&" o$ #$$e(e&" #& ' "(y 0e("#%!l ? BFSI2 IT2 ITeS2 M!&'$!%"'(#&/ !&
# "(#-'"#o&2 me #!2 e '%!"#o&2 "ele%om2 Go0e(&me&" !& PSU !& (e"!#l
!mo&/ o")e( .
B!%+e -y ")e !ll#!&%e *#") le! #&/ "e%)&olo/y %omp!e *o(l *# e !&
"!"e o$ ")e !(" #&$(! "('%"'(e2 #" o$$e( %omple"e (!&/e o$ "ele%om ol'"#o& .
T)e e ol'"#o& e&!-le %o(po(!"e "o &e"*o(+ ")e#( o$$#%e *#")#& I& #! !&
!%(o ")e /lo-e2 p(o0# e ")em #&$(! "('%"'(e "o ('& -' #&e %(#"#%!l
!ppl#%!"#o& !& p(o0# e ")em me!& "o %o&&e%" *#") ")e#( %' "ome( 2
0e& o( !& employee .
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T)e e e(0#%e #&%l' e? I&"e(&e"2 MPLS 3VPN2 ome "#% !& #&"e(&!"#o&!l
p(#0!"e le! e %#(%'#" 2 S!"ell#"e e(0#%e JVSAT 2 A' #o ; V# eo %o&$e(e&%#&/2
D!"! %e&"(e e(0#%e 2 M!&!/e &e"*o(+ e(0#%e 2 %o(po(!"e 0!l'e ! e
e(0#%e 2 EPBX2 Ce&"(e42 Co&"!%" %e&"(e ol'"#o& .
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!WOT ANAL !I! O@ AIRTEL
!TRENGTH!
B)!("# A#("el L#m#"e )! mo(e ")!& Q m#ll#o& %' "ome( . I" # ")e l!(/e "
%ell'l!( p(o0# e( #& #& #! !& !l o 'ppl#e -(o! -!& !& "elep)o&e e(0#%e
! *ell ! m!&y o")e( %omm'%!"#o& e(0#%e "o -o") ome "#% !&
%o(po(!"e %' "ome( .
T)e "!+e)ol e( #& B)!("# A#("el #&%l' e So&y E((#% o& 2 No+#! !& S#&/ Tel 2
*)om ")ey )ol ! "(!"e/#% !ll#!&%e . T)# me!& ")!" ")e -' #&e )!
!%%e +&o*le /e !& "e%)&olo/y $(om o")e( p!(" o$ ")e %omm'%!"#o&
*o(l . T)e %omp!&y )! %o0e(e ")e e&"#(e I& #!& &!"#o& *#") #" &e"*o(+ .T)# )! '& e(p#&&e #" l!(/e !& (# #&/ %' "ome( -! e .
WEAKNE!!E!
A& o$"e& %#"e o(#/#&!l *e!+&e # ")!" *)e& ")e -' #&e *! "!("e -y
S'l B)!("# M#""!l o0e( 1Q ye!( !/o 2 T)e -' #&e )! l#""le +&o*le /e !&
e4pe(#e&%e o$ )o* ! %ell'l!( "elep)o&e y "em !%"'!lly *o(+e . So ")e "!("'p -' #&e )! "o o'" o'(%e "o #& ' "(y e4pe(" #& ")e $#el .
U&"#l (e%e&"ly A#("el # &o" o*& #" &e* "o*e( *)#%) *! ! p!("#%'l!( "(e&/")
o$ ome o$ #" %ompe"#"o( '%) ! H'"%)# o& E !( . To*e( !(e #mpo("!&" #$
yo'( %omp!&y *# ) "o p(o0# e *# e %o0e(!/e &!"#o&!lly .
OPPORTUNITIE!T)e %omp!&y po e e ! %' "om#=e 0e( #o& o$ ")e /oo/le e!(%) e&/#&e
*)#%) *#ll p(o0# e -(o! -!& e(0#%e "o %' "ome( . T)e "#e 'p *#") /oo/le
%!& o&ly e&)!&%e A#("el -(!& !& !l o p(o0# e ! 0e("# #&/ oppo("'"#e #&
I& #!& $o( /oo/le .
T)e "ele%omm'%!"o& !& &e* "e%)&olo/y -(!& ee A#("el ! ! +ey
"(!"e/#% pl!ye( #& ")e I& #!& m!(+e" . T)e &e* #p)o&e *#ll -e l!'&%)e #&
#& #! 0#! !& I& #!& # "(#-'"o( )#p . A&o")e( "(!"e/#% p!("&e( )#p # )el *#")-l!%+-e((y *#(ele %omm'%!"#o& .
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THREAT!
A#("el !& Vo !p)o&e eem "o -e )!0#&/ !& o& >o$$ (el!"#o& )#p . Vo !p)o&e*)#%) o*&e ! Q. "!+e #& A#("el -' #&e ol #" -!%+ "o A#("el !& #& "e!
#&0e "e #& #" (#0!l H'"%)# o& E !( . &o*le /e !& "e%)&olo/y p(e0#o' ly
!0!#l!-le "o A#("el mo0e #&"o ")e )!& o$ o&e o$ #" %' "ome( .
'#%+ly %)!&/#&/ p!%e o$ /lo-!l %omm'%!"#o& #& ' "(y %o'l "emp" A#("el "o
/o !lo&/ ")e !%5'# #"#o& "(#!l *)#%) m!y m!+e #" 0'l&e(!-le #$ ")e *o(l /oe
#&"o (e%e #o& .
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CHAPTER =
ANAL !I! AND INTERPRETATIONA%al "i" a%( I%terpretatio%
13 Li"ti%/ o# Importa%t Attri,ute"
9sin' t e in de7t inter#ie! tec ni;ue< num=ers o attri=utes !ere
determined ! ic a ect t e %e#e%s o satis action o em7%o8ees !it res7ect tot e com7an8.
*3 Ra%.i%/ a" per Importa%$e
Ran in' is done a ter ana%8>in' a%% t e attri=utes or t e 'i#en sam7%e
t at ! ic one as more im7ortance and ! ic one is %east im7ortant.
;3 Fariatio% i% !ati"#a$tio%
*t inc%udes t!o di erent !a8s:
$atis action %e#e% o t e tota% res7ondents.
"e7artment !ise ana%8sis o satis action %e#e%.
$a%ar8 !ise ana%8sis o satis action %e#e%.
T e satis action sca%e ran'es rom a score o 5 or ?Hi' %8 $atis ied@ to a score
o 1 or ?"issatis ied@. ?*m7ortance@ sca%e ran'es rom a score o 5 or critica%%8
im7ortant to a score o 1 or not at a%% im7ortant.
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TA-LE 1' !ATI!@ACTION INDE @OR THE EMPLO EE! IN
-HARTI AIRTEL LIMITED
$. o uestions A#era'e$atis action
$4
A#era'e*m7ortance
i4
$Bi
1 Wo(+#&/ E&0#(o&me&" 2.06 3.-- +.0(62 Co&0ee&" Wo(+ Lo%!"#o& 1.6( -.-( +.5263 Re%o/"#o& $o( ")e *o(+ o&e 2.C 3.+2 10.+C- F(#e& ly *o(+#&/ e&0#(o&me&" 2.+6 3.C 10.+65 Oppo("'"#e $o( $le4#-le *o(+#&/ 2.-- -.0- C.(5(6 Wo(+#&/ #& y&!m#% o(/!=!"#o& 2.5- 3.+( C.601+ Wo(+#&/ #& (ep'"e o(/!=!"#o& 2.2- -.06 C.0C-( I&"e(e "#&/ !& E&,oy!-le Wo(+ 2.00 3.12 6.2-C Wo(+ ")!" /#0e ! e& e o$ !%)#e0eme&" 2.-0 3.1- +.536
10 Wo(+#&/ *#") yo'&/ people 1.(6 -.2 +.(1211 o- e%'(#"y 3.00 3.+( 11.3-12 Oppo("'"#e $o( pe( o&!l e0elopme&" 2.C( 3.+- 11.1513 Oppo("'"#e $o( P(omo"#o&>%!(ee(
P(o pe%"2.(- 3.( 11.02
1- F!#( p!yme&" $o( ")e *o(+ o&e 1.+6 3.3- 5.(+(15 Goo Pol#%#e 3.16 3.2- 10.2-
Sum 55.+( 135.C31
$atis action *ndeB $um o A#era'e $atis action $4 B A#era'e im7ortance i4
$um o A#era'e *m7ortance i4
S ! 135.C31 2.-36
! 55.+(
T)e !"# $!%"#o& %!le (!&/e $(om ! %o(e o$ Q $o( H#/)ly S!"# $#e @ "o ! %o(e
o$ 1 $o( D# !"# $#e @. Impo("!&%e@ %!le (!&/e $(om ! %o(e o$ Q $o( %(#"#%!lly
#mpo("!&" "o ! %o(e o$ 1 $o( &o" !" !ll #mpo("!&".
F#/'(e 1
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!ATI!@ACTION INDE @OR THE EMPLO EE! IN
-HARTI AIRTEL LIMITED
7
9
1
17
19
1
1
7
S4# A0e(!/e Impo("!&%e A0e(!/e S!"# $!%"#o&
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Li"ti%/ o# Importa%t Attri,ute"
1. Wo(+#&/ E&0#(o&me&".
2. Co&0ee&" Wo(+ Lo%!"#o&.3. Re%o/"#o& $o( ")e Wo(+ Do&e.-. F(#e& ly Wo(+#&/ E&0#(o&me&".5. Oppo("'"#e $o( Fle4#-le Wo(+#&/.6. Wo(+#&/ #& ! Dy&!m#%@ O(/!=!"#o&.+. Wo(+#&/ #& ! Rep'"e O(/!=!"#o&.(. I&"e(e "#&/ ; E&,oy!-le Wo(+.C. Wo(+ ")!" /#0e ! e& e o$ A%)#e0eme&".10. Wo(+#&/ *#") Yo'&/ People.11. o- Se%'(#"y.12. Oppo("'"#e $o( Pe( o&!l De0elopme&".13. Oppo("'"#e $o( P(omo"#o&>C!(ee( P(o pe%" .1-. F!#( P!yme&" $o( ")e Wo(+ Do&e.15. Goo Pol#%#e .
Ra%.i%/ a" per Importa%$e
A$"e( !&!ly=#&/ !ll ")e !""(#-'"e $o( ")e /#0e& !mple2 #" *! $o'& ")!" Wo(+Lo%!"#o& # C(#"#%!lly #mpo("!&" "o !ll employee JI 9.9 $ollo*e -y *o(+#&/*#") yo'&/ people JI 9.7 *o(+#&/ #& (ep'"e o(/!=!"#o& JI 9. !&o")e( !""(#-'"e *)#%) !(e 0e(y #mpo("!&" !(e oppo("'"#e $o( $le4#-le *o(+#&/JI 9. 9 F(#e& ly *o(+#&/ e&0#(o&me&" JI 8.K $ollo*e -y oppo("'"#e $o( p(omo"#o& ; %!(ee( p(o pe%" JI 8. .
Wo(+#&/ #& Dy&!m#% o(/!=!"#o& !& o- Se%'(#"y *#") !me # !l o#mpo("!&" JI $ollo*e -y oppo("'"#e $o( pe( o&!l e0elopme&" JI 9!& (e%o/"#o& $o( ")e *o(+ o&e JI 8. 7 .
A""(#-'"e l#+e *o(+#&/ e&0#(o&me&" JI 8.99 !& $!#( !l!(y !(e !l o mo(e#mpo("!&" $ollo*e -y Goo pol#%#e JI 8.79 *)#%) !(e %(#"#%!lly #mpo("!&".Wo(+ ")!" /#0e ! e& e o$ !%)#e0eme&" JI 8.19 !& #&"e(e "#&/ ; e&,oy!-le*o(+ JI 8.17 !(e !l o e5'!lly #mpo("!&".
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Fariatio% i% !ati"#a$tio%
!ati"#a$tio% level o# total re"po%(e%t"
T)e S!"# $!%"#o& I& e4 $o( ")e "o"!l (e po& e&" # $o( ")e "o"!l (e po& e&" 37.98 JT!-le 1 !& F#/'(e 1 *)#%) #& #%!"e ")!" ")e employee !(e (el!"#0ely
!"# $#e *#") ")e 0!(#o' e(0#%e -e#&/ %!"e(e -y ")e %omp!&y ! !/!#& "")e#( #mpo("!&%e. I" %!& -e !""(#-'"e "o ")e $!%" ")!" ")e %omp!&y %!"e( "o ")e0!(#o' &ee o$ ")e employee !& #" "(#e "o p(o0# e ")e mo(e #mpo("!&"&ee e e(0#%e l#+e Oppo("'"#e $o( p(omo"#o& 2 F!#( S!l!(y !& GooComp!&y Pol#%#e ! !& *)e& &ee e .
Departme%t wi"e a%al "i" o# "ati"#a$tio% level
A&!ly # o$ T!-le 7 !& ! /l!&%e o$ F#/'(e 7 (e0e!l ")!" employee o$ A%%o'&" Dep". !(e mo " !"# $#e J S!"# $!%"#o& I& e4 7. 7Q $ollo*e -yemployee o$ Po*e( D#0# #o& J S!"# $!%"#o& I& e4 7. 77 !& ")e employeeo$ C' "ome( C!(e Dep". J S!"# $!%"#o& I& e4 7. .
T)e S!"# $!%"#o& le0el o$ HR ; A m. Dep". # !l o /oo JS!"# $!%"#o& I& e4 7. 9 $ollo*e -y S!le ; M!(+e"#&/ Dep". JS!"# $!%"#o& I& e4 7.8K !&Employee o$ Se(0#%e Dep". JS!"# $!%"#o& I& e4 7.88Q !& IT ; ERP Dep".JS!"# $!%"#o& I& e4 7.1 .
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TA-LE *' !ATI!@ACTION INDE @OR THE EMPLO EE! O@
HR ADMINI!TRATION DEPARTMENT
$. o. uestions A#era'e
$atis action
$4
A#era'e
*m7ortance
i4
$Bi
1 Wo(+#&/ E&0#(o&me&" 3.+6 -.00 15.0-2 Co&0ee&" Wo(+ Lo%!"#o& 3.00 2.+5 (.253 Re%o/"#o& $o( ")e *o(+ o&e 2.+5 3 (.25
- F(#e& ly *o(+#&/ e&0#(o&me&" 1.(0 2.6- -.+525 Oppo("'"#e $o( $le4#-le *o(+#&/ 2.00 1.(3 3.666 Wo(+#&/ #& y&!m#% o(/!=!"#o& 1.-5 3.25 -.+12+ Wo(+#&/ #& (ep'"e o(/!=!"#o& 2.15 1.C0 -.0(5( I&"e(e "#&/ !& E&,oy!-le Wo(+ 1.CC 3.+( +.522C Wo(+ ")!" /#0e ! e& e o$
!%)#e0eme&"
3.16 3.2- 10.23(
10 Wo(+#&/ *#") yo'&/ people 3.20 -.12 13.1(-11 o- e%'(#"y 2.(- 3.(0 10.+C212 Oppo("'"#e $o( pe( o&!l
e0elopme&"
2.5- 3.+( C.601
13 Oppo("'"#e $o( P(omo"#o&>%!(ee(
P(o pe%"
-.10 2.15 (.(15
1- F!#( p!yme&" $o( ")e *o(+ o&e 1.05 3.(- -.03215 Goo Pol#%#e -.36 2.6+ 11.6-1
Sum -6.+5 12-.5+-
S!"# $!%"#o& I& e4 S'm o$ A0e(!/e S!"# $!%"#o&JS 4 A0e(!/e #mpo("!&%e J#
S'm o$ A0e(!/e Impo("!&%e J#
! i 179.Q 9 7. 9
i 9 . Q
59
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
38/73
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
39/73
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
40/73
TA-LE ;' !ATI!@ACTION INDE @OR THE EMPLO EE! O@
ACCOUNT! DEPARTMENT
$. o. uestions A#era'e
$atis action
$4
A#era'e
*m7ortance
i4
$Bi
1 Wo(+#&/ E&0#(o&me&" 7.9 8. .77 Co&0ee&" Wo(+ Lo%!"#o& 1.1K 7.Q 7.K Q8 Re%o/"#o& $o( ")e *o(+ o&e 8. K 1. 8. K9 F(#e& ly *o(+#&/ e&0#(o&me&" 7.K 9.7 17.1Q Oppo("'"#e $o( $le4#-le *o(+#&/ 8.88 9.1Q 18. 1K
Wo(+#&/ #& y&!m#% o(/!=!"#o& 1.Q 1.K 7.KQQWo(+#&/ #& (ep'"e o(/!=!"#o& 9.9Q 7. 17. 1I&"e(e "#&/ !& E&,oy!-le Wo(+ 8.78 9. 7 17.K 9
K Wo(+ ")!" /#0e ! e& e o$
!%)#e0eme&"
7.QK 1. 9.QQ
1 Wo(+#&/ *#") yo'&/ people 1.9 8. K Q. K11 o- e%'(#"y 9.8K 8.Q 1Q. 717 Oppo("'"#e $o( pe( o&!l
e0elopme&"
8.Q 9.1K 19. Q
18 Oppo("'"#e $o( P(omo"#o&>%!(ee(
P(o pe%"
7.7Q 9. K 1 .QQ7
19 F!#( p!yme&" $o( ")e *o(+ o&e 7. Q 8.8 . Q1Q Goo Pol#%#e 8.1 7.K .KK
!um 9 .K1 18Q.8 Q
S!"# $!%"#o& I& e4 S'm o$ A0e(!/e S!"# $!%"#o&JS 4 A0e(!/e #mpo("!&%e J#
S'm o$ A0e(!/e Impo("!&%e J#
! i 18Q.8 Q 7. 7Q
6
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
41/73
i 9 .K1
T)e !"# $!%"#o& %!le (!&/e $(om ! %o(e o$ Q $o( H#/)ly S!"# $#e @ "o !
%o(e o$ 1 $o( D# !"# $#e @. Impo("!&%e@ %!le (!&/e $(om ! %o(e o$ Q $o(
%(#"#%!lly #mpo("!&" "o ! %o(e o$ 1 $o( &o" !" !ll #mpo("!&".
61
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
42/73
@IGURE ;' !ATI!@ACTION INDE @OR THE EMPLO EE! O@
ACCOUNT! DEPARTMENT
G
7
9
H
T
1G
17
19
1H
1T
A0e(!/e S!"# $!%"#o& A0e(!/e Impo("!&%eS4#
6"
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
43/73
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
44/73
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
45/73
$. o. uestions A#era'e$atis action
$4
A#era'e*m7ortance
i4
$Bi
1 Wo(+#&/ E&0#(o&me&" 1. K 8.978 . Q
7 Co&0ee&" Wo(+ Lo%!"#o& 7. K 8.Q K.K
8 Re%o/"#o& $o( ")e *o(+ o&e 7.K78 8. 1Q 1 .Q
9 F(#e& ly *o(+#&/ e&0#(o&me&" 8. 8. 11.97
Q Oppo("'"#e $o( $le4#-le *o(+#&/ 7.978 8.Q .
Wo(+#&/ #& y&!m#% o(/!=!"#o& 1.K 7 9.781 .8
Wo(+#&/ #& (ep'"e o(/!=!"#o& 7.8 7. Q . Q
I&"e(e "#&/ !& E&,oy!-le Wo(+ 7.89 9. K.Q
K Wo(+ ")!" /#0e ! e& e o$!%)#e0eme&"
8.11Q 8. K.Q
1 Wo(+#&/ *#") yo'&/ people 7.9 7 8.K 7 K. Q
11 o- e%'(#"y 1. 81 8.9 7 Q.KK
17 Oppo("'"#e $o( pe( o&!le0elopme&"
7. 8.978 . 9
18 Oppo("'"#e $o( P(omo"#o&>%!(ee(P(o pe%"
7. 1Q 8.K78 1 .7Q
19 F!#( p!yme&" $o( ")e *o(+ o&e 1.K78 8. Q .9
1Q Goo Pol#%#e 7.Q 8. 1Q K.81
!um Q9.Q9 18 .8Q
S!"# $!%"#o& I& e4 S'm o$ A0e(!/e S!"# $!%"#o&JS 4 A0e(!/e #mpo("!&%e J#
S'm o$ A0e(!/e Impo("!&%e J#
! i 18 .8QK 7.8K
i Q9.Q9
67
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
46/73
T)e !"# $!%"#o& %!le (!&/e $(om ! %o(e o$ Q $o( H#/)ly S!"# $#e @ "o !
%o(e o$ 1 $o( D# !"# $#e @. Impo("!&%e@ %!le (!&/e $(om ! %o(e o$ Q $o(
%(#"#%!lly #mpo("!&" "o ! %o(e o$ 1 $o( &o" !" !ll #mpo("!&".
68
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
47/73
@IGURE ' !ATI!@ACTION INDE @OR THE EMPLO EE! O@
MARKETING AND !ALE! DEPARTMENT
7
9
1
17
19
1
1
7
S4# A0e(!/e Impo("!&%e A0e(!/e S!"# $!%"#o&
TA-LE B 6!ATI!@ACTION INDE @OR THE EMPLO EE! O@
!ERFICE DEPARTMENT
69
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
48/73
$. o. uestions A#era'e$atis action
$4
A#era'e*m7ortance
i4
$Bi
1 Wo(+#&/ E&0#(o&me&" 7.7Q 8.91 .
7 Co&0ee&" Wo(+ Lo%!"#o& 1. 9.Q . 8
8 Re%o/"#o& $o( ")e *o(+ o&e 8.1 9. 17.K8
9 F(#e& ly *o(+#&/ e&0#(o&me&" 7. 8 9.1 11. 1
Q Oppo("'"#e $o( $le4#-le *o(+#&/ 7.Q 9.88 1 . 8
Wo(+#&/ #& y&!m#% o(/!=!"#o& 7.Q 9. 1 .
Wo(+#&/ #& (ep'"e o(/!=!"#o& 7.1 9.1 K. 7
I&"e(e "#&/ !& E&,oy!-le Wo(+ 1. 8 8.88 .11
K Wo(+ ")!" /#0e ! e& e o$!%)#e0eme&"
7.Q 8. .
1 Wo(+#&/ *#") yo'&/ people 7.88 8.7Q .Q
11 o- e%'(#"y 7.91 9.7Q 1 .7
17 Oppo("'"#e $o( pe( o&!l e0elopme&" 7.1 9.91 K.Q
18 Oppo("'"#e $o( P(omo"#o&>%!(ee(P(o pe%"
1.91 9.1 Q.K
19 F!#( p!yme&" $o( ")e *o(+ o&e 7.7Q 9.1 K.8
1Q Goo Pol#%#e 8. 9. 17.88
!um QK.91 18 .
S!"# $!%"#o& I& e4 S'm o$ A0e(!/e S!"# $!%"#o&JS 4 A0e(!/e #mpo("!&%e J#
S'm o$ A0e(!/e Impo("!&%e J#
! i 18 . 9 7.88Q
i QK.91
6:
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
49/73
T)e !"# $!%"#o& %!le (!&/e $(om ! %o(e o$ Q $o( H#/)ly S!"# $#e @ "o !
%o(e o$ 1 $o( D# !"# $#e @. Impo("!&%e@ %!le (!&/e $(om ! %o(e o$ Q $o(
%(#"#%!lly #mpo("!&" "o ! %o(e o$ 1 $o( &o" !" !ll #mpo("!&".
@IGURE B' !ATI!@ACTION INDE @OR THE EMPLO EE! O@
!ERFICE DEPARTMENT
G
Q
1G
1Q
7G
7Q
S4# A0e(!/e Impo("!&%e A0e(!/e S!"# $!%"#o&
6;
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
50/73
TA-LE ? 6!ATI!@ACTION INDE @OR THE EMPLO EE! O@
CU!TOMER CARE DEPARTMENT
$. o.
uestions A#era'e$atis action
$4
A#era'e*m7ortance
i4
$Bi
1 Wo(+#&/ E&0#(o&me&" 1. Q 8. Q .Q
7 Co&0ee&" Wo(+ Lo%!"#o& 1. Q 9. Q .81
8 Re%o/"#o& $o( ")e *o(+ o&e 8. 8.Q 1 .Q
9 F(#e& ly *o(+#&/ e&0#(o&me&" 7. Q 9.Q 17.8
Q Oppo("'"#e $o( $le4#-le *o(+#&/ 7. Q 9.7Q 11. K
Wo(+#&/ #& y&!m#% o(/!=!"#o& 1.Q 8.Q Q.7Q
Wo(+#&/ #& (ep'"e o(/!=!"#o& 7.Q 8. Q K.8
I&"e(e "#&/ !& E&,oy!-le Wo(+ 8.7Q 8. Q 17.1K
K Wo(+ ")!" /#0e ! e& e o$!%)#e0eme&"
9. Q 9. 1K.
1 Wo(+#&/ *#") yo'&/ people 7.Q 9.Q 11.7Q
11 o- e%'(#"y 8. 8. K.
17 Oppo("'"#e $o( pe( o&!le0elopme&"
1. Q 8.7 Q.K7
18 Oppo("'"#e $o( P(omo"#o&>%!(ee(P(o pe%"
1.Q 8.Q Q.7Q
19 F!#( p!yme&" $o( ")e *o(+ o&e 9. 8.K 1Q.
1Q Goo Pol#%#e 8. 9. 17.
!um Q . Q 1Q9.7
S!"# $!%"#o& I& e4 S'm o$ A0e(!/e S!"# $!%"#o&JS 4 A0e(!/e #mpo("!&%e J#
S'm o$ A0e(!/e Impo("!&%e J#
7
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
51/73
! i 1Q9.7 1 7.
i Q . Q
T)e !"# $!%"#o& %!le (!&/e $(om ! %o(e o$ Q $o( H#/)ly S!"# $#e @ "o !
%o(e o$ 1 $o( D# !"# $#e @. Impo("!&%e@ %!le (!&/e $(om ! %o(e o$ Q $o(
%(#"#%!lly #mpo("!&" "o ! %o(e o$ 1 $o( &o" !" !ll #mpo("!&".
71
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
52/73
@IGURE ?' !ATI!@ACTION INDE @OR THE EMPLO EE! O@
CU!TOMER CARE DEPARTMENT
Q
1
1Q
7
7Q
8
S4# A0e(!/e Impo("!&%e A0e(!/e S!"# $!%"#o&
7"
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
53/73
TA-LE 8 6!ATI!@ACTION INDE @OR THE EMPLO EE! O@ IT
ERP DEPARTMENT
$. o. uestions A#era'e$atis action
$4
A#era'e*m7ortance
i4
$Bi
1 Wo(+#&/ E&0#(o&me&" 7. 8.8 . Q
7 Co&0ee&" Wo(+ Lo%!"#o& 1.7Q 9.Q Q. 7
8 Re%o/"#o& $o( ")e *o(+ o&e 7. Q 8. Q 1 .
9 F(#e& ly *o(+#&/ e&0#(o&me&" 7.Q 8. Q K.8
Q Oppo("'"#e $o( $le4#-le *o(+#&/ 7. 8. Q .Q
Wo(+#&/ #& y&!m#% o(/!=!"#o& 7.17 8. Q .K
Wo(+#&/ #& (ep'"e o(/!=!"#o& 1.Q 8.8 Q.
I&"e(e "#&/ !& E&,oy!-le Wo(+ 7. Q 8. 7 K.K
K Wo(+ ")!" /#0e ! e& e o$!%)#e0eme&"
1. Q 9.7Q .98
1 Wo(+#&/ *#") yo'&/ people 8. 8. K.
11 o- e%'(#"y 7.8 8.7Q . 1K
17 Oppo("'"#e $o( pe( o&!le0elopme&"
7.17 8. .78
18 Oppo("'"#e $o( P(omo"#o&>%!(ee(
P(o pe%"
1. 8. .7
19 F!#( p!yme&" $o( ")e *o(+ o&e 7.17 8.Q .98
1Q Goo Pol#%#e 1. Q 8. .
!um QQ.Q 11 .K
S!"# $!%"#o& I& e4 S'm o$ A0e(!/e S!"# $!%"#o&JS 4 A0e(!/e #mpo("!&%e J#
75
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
54/73
S'm o$ A0e(!/e Impo("!&%e J#
! i 11 .K 7.1
i QQ.Q
T)e !"# $!%"#o& %!le (!&/e $(om ! %o(e o$ Q $o( H#/)ly S!"# $#e @ "o !
%o(e o$ 1 $o( D# !"# $#e @. Impo("!&%e@ %!le (!&/e $(om ! %o(e o$ Q $o(
%(#"#%!lly #mpo("!&" "o ! %o(e o$ 1 $o( &o" !" !ll #mpo("!&".
76
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
55/73
@IGURE 8 6!ATI!@ACTION INDE @OR THE EMPLO EE! O@
IT ERP DEPARTMENT
7
9
1
17
19
1
1
7
S4# A0e(!/e Impo("!&%e A0e(!/e S!"# $!%"#o&
77
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
56/73
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
57/73
! i 119. K 7.9 K
i 9 .7Q1
T)e !"# $!%"#o& %!le (!&/e $(om ! %o(e o$ Q $o( H#/)ly S!"# $#e @ "o ! %o(e
o$ 1 $o( D# !"# $#e @. Impo("!&%e@ %!le (!&/e $(om ! %o(e o$ Q $o( %(#"#%!lly
#mpo("!&" "o ! %o(e o$ 1 $o( &o" !" !ll #mpo("!&".
79
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
58/73
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
59/73
TA-LE 17 6!ATI!@ACTION INDE @OR THE EMPLO EE! O@
INCOME GROUP - 6 ? 2777 2772777 p3a9
S.No. 'e "#o& A0e(!/eS!"# $!%"#o&
JS
A0e(!/eImpo("!&%e
J#
S4#
1 Wo(+#&/ E&0#(o&me&" 7.1 8.91 .1
7 Co&0ee&" Wo(+ Lo%!"#o& 1. 9.9 .89
8 Re%o/"#o& $o( ")e *o(+ o&e 7.K8 8.Q 1 .Q1
9 F(#e& ly *o(+#&/ e&0#(o&me&" 7. Q 8. 1 .7Q
Q Oppo("'"#e $o( $le4#-le *o(+#&/ 7.89 9. 8 K.9
Wo(+#&/ #& y&!m#% o(/!=!"#o& 7.1 8.1 .
Wo(+#&/ #& (ep'"e o(/!=!"#o& 7.Q 8. .K8
I&"e(e "#&/ !& E&,oy!-le Wo(+ 8.Q 8. 1 .Q
K Wo(+ ")!" /#0e ! e& e o$!%)#e0eme&"
1. Q 7.9K . K
1 Wo(+#&/ *#") yo'&/ people 8.QK 8.1K .K8
11 o- e%'(#"y 8.9 9.17 19. 1
17 Oppo("'"#e $o( pe( o&!l e0elopme&" 7. 7 8.K 1 .
18 Oppo("'"#e $o( P(omo"#o&>%!(ee(P(o pe%"
7.99 8.Q1 .
19 F!#( p!yme&" $o( ")e *o(+ o&e 7.81 8.QQ .7
1Q Goo Pol#%#e 8.KK 8. K 1Q.QQ
!um Q8.8Q 198. K
S!"# $!%"#o& I& e4 S'm o$ A0e(!/e S!"# $!%"#o&JS 4 A0e(!/e #mpo("!&%e J#
S'm o$ A0e(!/e Impo("!&%e J#
! i 198. K7 7. 7
7;
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
60/73
i Q8.8Q1
T)e !"# $!%"#o& %!le (!&/e $(om ! %o(e o$ Q $o( H#/)ly S!"# $#e @ "o !
%o(e o$ 1 $o( D# !"# $#e @. Impo("!&%e@ %!le (!&/e $(om ! %o(e o$ Q $o(
%(#"#%!lly #mpo("!&" "o ! %o(e o$ 1 $o( &o" !" !ll #mpo("!&".
8
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
61/73
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
62/73
TA-LE 11 6!ATI!@ACTION INDE @OR THE EMPLO EE! O@
INCOME GROUP C 6 more t0a% 2772777 p3a9
S.No. 'e "#o& A0e(!/eS!"# $!%"#o&
JS
A0e(!/eImpo("!&%e
J#
S4#
1 Wo(+#&/ E&0#(o&me&" 7. 8.91 . 7
7 Co&0ee&" Wo(+ Lo%!"#o& 1.8Q 9.9 . 98 Re%o/"#o& $o( ")e *o(+ o&e 7.K9 8.K9 11.QK
9 F(#e& ly *o(+#&/ e&0#(o&me&" 7. 8. 7 11. 7
Q Oppo("'"#e $o( $le4#-le *o(+#&/ 7.Q7 9. 1 .17
Wo(+#&/ #& y&!m#% o(/!=!"#o& 1. 8. Q. 9
Wo(+#&/ #& (ep'"e o(/!=!"#o& 1.9 8.K9 Q. K
I&"e(e "#&/ !& E&,oy!-le Wo(+ 7.11 8. .8Q
K Wo(+ ")!" /#0e ! e& e o$!%)#e0eme&"
7. 7 8.78 K.18
1 Wo(+#&/ *#") yo'&/ people 8.11 8. 11.QQ
11 o- e%'(#"y 8.KK 8.Q7 19.1
17 Oppo("'"#e $o( pe( o&!l e0elopme&" 1.Q7 8.78 9.K9
18 Oppo("'"#e $o( P(omo"#o&>%!(ee(P(o pe%"
8. 7 9.1 1Q.7
19 F!#( p!yme&" $o( ")e *o(+ o&e 9. 9.8Q 1 .9
1Q Goo Pol#%#e 8.KK 9. 1Q.KK
!um QQ. 9 1Q1. 7
S!"# $!%"#o& I& e4 S'm o$ A0e(!/e S!"# $!%"#o&JS 4 A0e(!/e #mpo("!&%e J#
S'm o$ A0e(!/e Impo("!&%e J#
8"
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
63/73
! i 1Q1. 78 7. 78
i QQ. 99
T)e !"# $!%"#o& %!le (!&/e $(om ! %o(e o$ Q $o( H#/)ly S!"# $#e @ "o !
%o(e o$ 1 $o( D# !"# $#e @. Impo("!&%e@ %!le (!&/e $(om ! %o(e o$ Q $o(
%(#"#%!lly #mpo("!&" "o ! %o(e o$ 1 $o( &o" !" !ll #mpo("!&".
85
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
64/73
-
8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]
65/73
@INDING!1.O& ")e -! # o$ '(0ey m!4#m'm (e po& e&" ' e "ele%om e(0#%e .
T)# )o* ")!" !*!(e&e !mo&/ ")e people !& ")e #&%(e! e ' !/e o$
"ele%om e(0#%e .
7. Amo&/ ")e !ll ' e( o$ A#("el GSM3PCO # )#/)e " ")!" # 81 !
%omp!(e "o T!"! I& #%om !& Rel#!&%e .
8.81 o$ ")e (e po& e&" !y ")!" A#("el p(o0# e ! /oo e(0#%e !& 77
o$ ")e (e po& e&" !y ")ey A#("el %o0e(!/e # 0e(y -(o! 2 1K
(e po& e&" ' e A#("el GSM3PCO -e%!' e o$ #" -(!& #m!/e .
9.Employee !(e mo(e !"# $#e ! %o& #"#o& #mp(o0e #&%e ")e
%omp!&y *! $o(me .
RECOMMENDATION!
By 0#("'e o$ #" %o&&e%"#0#"y !& "(!"e/#e ' e AIRTEL # '%%e $'l #&/(!--#&/ ")e )#/)e " m!(+e" )!(e #& I& #! -'" ")e(e !(e "#ll ome
(e%omme& !"#o& $(om my "' y po#&" o$ 0#e* # ")!" AIRTEL &ee "o
m!+e #" &e"*o(+ e(0#%e mo(e "(o&/e( ")!& o")e( e(0#%e p(o0# e( "o
om#&!"e ")e m!(+e" #& $'"'(e "oo .
AIRTEL )o'l #&"(o '%e %)e!pe( (e%)!(/e %!(
")!& ")e o")e( -e%!' e #" %ompe"#"o( HUTCH )! #&"(o '%e #" .
AIRTEL )o'l p(o0# e %' "ome( !"# $!%"#o& !&
mo(e e(0#%e "o %' "ome( . T)ey )o'l -(#&/ mo(e !""(!%"#0e o$$e( "o
/(!- m!(+e" . I&&o0!"#0e # e! )o'l -e ' e -y (e%('#"#&/ "!le&"e
people . T)ey )o'l "(y "o ol0e %ompl!#&" o$ %' "ome( ! oo& !
po #-le .
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AIRTEL )o'l #/& mo(e %ele-(#"#e $(om %(#%+e"
!& -olly*oo "o !""(!%" %' "ome( .
LIMITATION!
13@OCU! ON PARTICULAR TERRITOR
T)e m!#& $o%' o$ ")e "' y # l#m#"e "o p!("#%'l!( !(e! o&ly .
*3OPINION ORIENTED
Some o$ ")e (e po& e&" m!y /e" -#! e "o*!( ")e#( o(/!=!"#o& !&m!y p(o,e%" ! (o y p#%"'(e *)#%) m!y !$$e%" ")e (el#!-#l#"y !& (ele0!&%e o$ ")e
"' y .
;3PRO-LEM O@ GETTING IN@ORMATION @ROM !OME DEPARTMENT!
Some o$ ")e people *e(e &o" #&"e(e "e #& !& *e(#&/ 5'e "#o& *)#%) *e(e
! +e "o ")em *)#%) %(e!"e p(o-lem #& !&!ly=#&/ ")e !"! .
=3 DATA COLLECTED @ROM !ECONDAR !OURCE!
D!"! %olle%"e $(om e%o& !(y o'(%e m!y &o" -e e4!%"ly !ppl#%!-le #&
p(!%"#%!l #"'!"#o& .
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CHAPTER
CONCLU!IONRe e!(%) )o* ")!" !"# $#e 2 mo"#0!"e employee *#ll %(e!"e )#/)e(
%' "ome( !"# $!%"#o& !& #& "'(& po #"#0ely #&$l'e&%e o(/!=!"#o&!lpe($o(m!&%e. Co&0ee&" *o(+ lo%!"#o&2 *o(+#&/ *#") yo'&/ people2oppo("'"#e $o( p(omo"#o& !& %!(ee( p(o pe%" 2 $!#( !l!(y2 /oo pol#%#e 2
,o- e%'(#"y !& y&!m#% *o(+#&/ e&0#(o&me&" !(e $e* !""(#-'"e *)#%) !(e%(#"#%!lly #mpo("!&" $(om ")e 0#e* po#&" o$ mo " o$ ")e employee .
Employee )!0e !& o0e(!ll !"# $!%"#o& #& e4 o$ 7.98 *)#%) #& #%!"e")!" ")e employee !(e (el!"#0ely !"# $#e *#") ")e 0!(#o' e(0#%e -e#&/%!"e(e -y ")e %omp!&y ! !/!#& " ")e#( #mpo("!&".
I" eem ")!" employee o$ A%%o'&" Dep!("me&". !(e &e!(ly !!"# $#e ! Po*e( D#0# #o&2 C' "ome( C!(e2 H'm!& Re o'(%e ;
A m# "(!"#o&2 Se(0#%e Dep!("me&"2 )o*e0e( IT ; ERP Dep!("me&" !(e mo "# !"# $#e .
Employee $!ll#&/ #& C@ %!"e/o(y o$ ")e #&%ome /(o'p
JR .Q2 2 !& mo(e p.!. !(e ")e mo " !"# $#e ")!& ")e o")e( %!"e/o(#eo$ #&%ome.
IMPLICATION! @OR @UTURE RE!EARCH
13 NEW!PAPER ARTICLE!T)e(e )o'l -e !("#%le (el!"e *#") ")e "ele%om e%"o( #& ")e !#ly
&e* p!pe( -e%!' e !lmo " e0e(y e '%!"e pe( o& %ome !%(o #"e0e(y !y . I" %!& )elp #& #&%(e! #&/ !*!(e&e le0el o$ ")e "ele%ome%"o( !mo&/ ")e people .
*3 -ROADCA!T MEDIARADIO
T)e(e )o'l -e 0!(#o' p(o/(!m (e/!( #&/ ")e "ele%om e%"o( e#")e(#&
")e e0e&/ o( #& ")e mo(&/ -e%!' e #" %!& e(0e ! ! po*e($'l "ool #& p(o0# #&/ !*!(e&e . ")e !#ly !&!ly # o$ ")e "ele%om e%"o( m' "
-e -(o! %! "e '(#&/ ")e e p(o/(!m . ")e #&$o(m!"#o& m!y %o& "#"'"e o$
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")e !#ly p(#%e o$ 0!(#o' "ele%om *)#%) !(e /e&e(!"#&/ m!4#m'm %)e!pe( e"%
TELEFI!ION
I" # mo " po*e($'l "ool "o p(e! ")e me !/e
; . Some !*!(e&e %!mp!#/& )o'l -e l!'&%)e "o m!+e ")e people !*!(e o$ ")e Tele%om Se%"o( #& "('me&"
!TRATEGIE!Some o$ ")e "(!"e/#e ")!" !(e -e#&/ $ollo*e -y me '(#&/ my p(o,e%" #
1. To mee" !"le! " 1 31Q employee ! !y .
7. To m!#&"!#& ! pe( o&!l (el!"#o& )#p *#") ")eemployee !& loo+ 'po& ")e#( p(o-lem .
8 Colle%"#&/ ")e !"! o$ ")e employee $(om 0!(#o'o'(%e .
We !(e (e5'#(e "o '& e("!+e ! #/&me&" !lo&/ *#") ")e !y "o !y$'&%"#o& o$ ")e %omp!&y 2 -o") !" ")e ! # "!&%e !& e4e%'"#o& le0el .T)# )elp ' "o /!#& ! -e""e( '& e( "!& #&/ o$ ")e *o(+ 2 %'l"'(e 2
e! l#&e 2 p(e '(e e"% o$ ")e o(/!=!"#o& .
T)e o-,e%"#0e o$ ")e o& ")e ,o- "(!#&/ # "o le!(& !& e0elop+&o*le /e !& 5'!l#"y o$ #&"e(!%"#o& *#") employee .
8:
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ANNE URE 1
EMPLO EE !ATI!@ACTION JUE!TIONNAIRE
'B =#*TIT > )%C-TI%* >
DEPARTMENT: DESIGNATION:
'#4 >C-T#+%/ >C)#/IC-)=)-B% /
*%. %( #-/' %( '#/0IC# I* T$# %/+-*I2-TI%* >
619 !tro%/l A/ree2 6*9 A/ree2 6;9 U%$ertai%2 6=9 Di"a/ree2 6 9 !tro%/lDi"a/ree6B9 Not Appli$a,le
1. I /e" !ll #&$o(m!"#o& !-o'" ")e e0e&" !& !$$!#( o$ ")e %omp!&y *)#%) )!0e !& e$$e%" o& my *o(+.
J1 J7 J8 J9 JQ J
7. Employee !(e e&%o'(!/e "o '//e " &e* # e! !-o'" ")e#( *o(+ J1 J7 J8 J9 JQ J
8. W)e& yo' )!0e ! '//e "#o& "o #mp(o0e yo'( ,o- #" # e! y $o( yo' "o /e"yo'( # e! !%(o "o yo'( #mme #!"e 'pe(0# o(.J1 J7 J8 J9 JQ J
9. I !m p(o0# e *#") %le!( #& "('%"#o& !& '$$#%#e&" $!%#l#"#e (e/!( #&/&e* ! #/&me&" .
J1 J7 J8 J9 JQ J
Q. I !m %le!(ly #&$o(me !-o'" *)!" e4!%"ly # e4pe%"e o$ me (e/!( #&/ my*o(+.
J1 J7 J8 J9 JQ J
. Employee (e%e#0e (e%o/"#o& !& !pp(e%#!"#o& $o( ")e#( !-#l#"#e 2e$$#%#e&%y !& /oo *o(+ o&e.
J1 J7 J8 J9 JQ J
. T)e(e !(e ! e5'!"e "(!#&/ p(o/(!m !& *o(+ )op %o& '%"e ! pe(my (e5'#(eme&" "o pe($o(m my ,o- *ell
J1 J7 J8 J9 JQ J
. E0e(y employee # /#0e& ! $!#( %)!&%e2 -y ")e )e! o$ ")e %o&%e(&eep!("me&" "o !""e& ")e *o(+ )op !& "(!#&/ p(o/(!m .
J1 J7 J8 J9 JQ J
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K. We )!0e /oo oppo("'"#e "o le!(& &e* +#ll !& &e* ,o- J1 J7 J8 J9 JQ J
1 . T)e %omp!&y p(o0# e e4%elle&" -e&e$#" !& *el$!(e $!%#l#"#e $o(")e employee !& ")e#( $!m#l#e .
J1 J7 J8 J9 JQ J
11. I$ !ll ")e (e5'#(e o%'me&" !(e $'( )e p(ope(ly2 !ppl#%!"#o& $o(0!(#o' lo!& !(e p(o%e e p(omp"ly.
J1 J7 J8 J9 JQ J
17. All ")e !llo*!&%e !& ! 0!&%e !(e p(o0# e o& "#me J1 J7 J8 J9 JQ J
18. Me #%!l $!%#l#"#e !(e ! e5'!"e !& p(o0# e o& "#me J1 J7 J8 J9 JQ J
19. P(ope( )e!l") !& !$e"y "(!#&/ # p(o0# e J1 J7 J8 J9 JQ J
1Q. I $eel $(ee "o # %' my pe( o&!l !& p(o$e #o&!l p(o-lem *#") mypee(
J1 J7 J8 J9 JQ J
1 . I $eel $(ee "o # %' my pe( o&!l !& p(o$e #o&!l p(o-lem *#") my'pe(#o(
J1 J7 J8 J9 JQ J
1 . T)e m!&!/eme&" "!+e /oo %!(e o$ ")e p(o-lem o$ ")e employee !&"(#e "o ol0e o( (e (e ")em *#") p(ope( %o'& el#&/ ! oo& ! po #-le
J1 J7 J8 J9 JQ J
1 . T)e !pp(!# !l !(e (e! o'" !& +&o*& "o ")e %o&%e(&e employee o&"#me
J1 J7 J8 J9 JQ J
1K. T)e m!&!/eme&" pe(#o #%!lly p(o0# e $ee -!%+ o& ")e /oo !& ")e
-! ! pe%" o$ !& employee *o(+ !& *)e(e )e> )e m' " #mp(o0e2 -y *!y o$ pe($o(m!&%e !pp(!# !l J1 J7 J8 J9 JQ J
7 . E0e(yo&e #& ")# o(/!=!"#o& "(' " e!%) o")e( 0e(y m'%) J1 J7 J8 J9 JQ J
71. I $eel "o"!lly e%'(e #& ")# ,o- J1 J7 J8 J9 JQ J
77. Ho* !"# $#e !(e yo' *#") ")e p)y #%!l *o(+#&/ %o& #"#o& me&"#o&e
-elo*2 #& ")e o(/!=!"#o&619 Fer "ati"#ie(2 6*9 !ati"#ie(2 6;9 U%$ertai%2 6=9 Di""ati"#ie(2
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6 9 Fer (i""ati"#ie(2 6B9 Not Appli$a,le
D(#&+#&/ *!"e( $!%#l#"#e
To#le" $!%#l#"#e
L#/)"#&/
Wo(+ !(e!J p!%e
M!#&"e&!&%e o$ %omp'"e( !& o")e( e5'#pme&"
Cle!&l#&e o$ *o(+pl!%e
Spo(" %l'-
No# e %o&"(ol M!#&"e&!&%e !& "o(!/e o$ )!=!( o' %)em#%!l
Telep)o&e $!%#l#"#e
C!&"ee& $!%#l#"#e
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ANNE URE *
DATA SOURCES
D!"! # %olle%"e $(om -o") p(#m!(y o'(%e #.e. 5'e "#o&&!#(e !& !l o $(om
e%o& !(y o'(%e .
PRIMARY SOURCES
T)e p(#m!(y o'(%e o$ !"! %olle%"#o& # ")(o'/) 5'e "#o&&!#(e . ")e
5'e "#o&&!#(e !(e # "(#-'"e !mo&/ 1 people !& ")e#( 0#e* # (e%o( e
!& # ' e #& !&!ly=#&/ ")e !"! .
SECONDARY SOURCES
T)e e%o& !(y o'(%e #&%l' e o&l#&e #"e 2 &e* p!pe( !& "empl!"e
$(om AIRTEL # "(#-'"#o& %e&"e( !& AIRTEL C' "ome( C!(e .
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