project on employees satisfaction
TRANSCRIPT
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MEDIA FEATURES (P) LTD.Learning Centre Code: 2017
Satisfaction Level of EmployeesIn
North Delhi Power Limited (NDPL)
A project report submitted in partial fulfillment of the
requirements for the degree of Master of Business Administration
of
Sikkim Manipal University, India
PROJECT GUIDE SUBMITTEDBY:Mr. Marshell Shani
Poonam Gupta
Enrolment No.520749790
Sikkim Manipal University of Health, Medical
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and Technological SciencesDistance Education Wing
Syndicate House, Manipal 576104
DeclarationI hereby declare that the project report entitled
Satisfaction Level of EmployeesIn
North Delhi Power Limited (NDPL)
Submitted in partial fulfillment of the requirement for the degree
of Masters of Business Administration to Sikkim Manipal
University, India, is my original work and not submitted for the
award of any other degree, diploma, fellowship, or any other
similar title or prizes.
Place: Poonam
GuptaDate: (520749790)
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Examiners Certification
The project report of
Ms. Poonam Gupta
Satisfaction Level of EmployeesIn
North Delhi Power Limited (NDPL)
is approved and is acceptable in quality and from
Internal Examiner External Examiners
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University Study CenterCertificate
This is to certify that the project report entitled
Satisfaction Level of EmployeesIn
North Delhi Power Limited (NDPL)
Submitted in partial fulfillment of the requirements for the degree
of Masters of Business Administration of Sikkim Manipal
University of Health, Medical and Technological Sciences.
Ms. Poonam Gupta
Has worked under my supervision and guidance and that no part
of this report has been submitted for the award of any other
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degree, Diploma, fellowship or other similar titles or prizes and
that the work has not been published in any journal or Magazine.
(520749790) Certified
ACKNOWLEDGEMENT
A large number of people are involved in the success of
completion of this project; and this success would not have
been accomplished without their help.
I pay my greatest sense of gratitude to Mr. Marshell
Shani for his inspiring, continuous encouragement, valuable
suggestions and constructive criticism.
Poonam Gupta
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CONTENTS
Executive Summary
Chapter 1: Introduction
Chapter 2: Research Objective
Chapter 3: Research Methodology
Chapter 4: Results and discussion
Chapter 5: Conclusion and Recommendations
Chapter 6: Limitation
Bibliography
Annexure
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EXECUTIVE SUMMARY
This dissertation was researched to find the satisfaction level of NDPL
employees. The objective of this research was to analyse the employees
response on different parameters in order to find where NDPL as an
organization is lacking in providing best to its employees. A survey was
done randomly, by selecting the sample of employees from corporate office
at Hudson line and other offices located at Keshavpuram, Shalimar Bagh,
Rohini, Mangolpuri and Model Town. The total of 175 respondents who
have designation of officer and above were randomly selected and given
questionnaire comprising 59 questions. The questions were positively
framed with special reference to following 15 parameters: Leadership,
Awareness and clarity about vision, mission and core values,
Organizational culture, Organizational system, Communication, Role,
Working condition, Senior subordinate relationship, Empowerment ,
Performance appraisal, Compensation & reward and recognition, Career
Advancement , Learning and growth, Fun and celebration at workplace,
and Pride.
The feedback analysis based on above parameter shows that overall
satisfaction level of NDPL employees is 68.58%. The satisfaction level
specifically for corporate office is 68.87% and for other offices it is
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68.29%. The organization in general has moderate satisfaction level for
following parameters Fun & celebration at workplace 52.75%,
Compensation & reward and recognition 57.42%, Career advancement
57.63%.
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INTRODUCTION
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INTRODUCTION
Although committed and loyal employees are the most influential factor
to becoming an employer of choice, it's no surprise that companies and
organizations face significant challenges in developing energized and
engaged workforces. However, there is plenty of research to show that
increased employee commitment and trust in leadership can positively
impact the company's bottom line. In fact, the true potential of an
organization can only be realized when the productivity level of all
individuals and teams are fully aligned, committed and energized to
successfully accomplish the goals of the organization.
As a result, the goal of every company is to improve the desire of
employees to stay in the relationship they have with the company. When
companies understand and manage employee loyalty - rather than
retention specifically - they can reap benefits on both sides of the balance
sheet i.e., revenues and costs.
On the revenue side of the balance sheet, loyal and committed employees
are more likely to go "above and beyond" to meet customer needs and are
highly motivated to work to the best of their ability. Both of these traits
are crucial for continued customer commitment and ongoing revenue and
growth for the company.
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Why employee Research?
Employee satisfaction research is an important communication tool
because it stresses that:
Employee satisfaction is important.
Employees are valued.
As frontline deliverers of the brand, employees views are vital and
integral to the development of the organization.
The company is listening and employee suggestions for improvement will
be considered.
The company recognizes the need for improvement
Employee satisfaction survey is designed to measure organizational
present satisfaction level for various parameters like Leadership, Culture,
Organizational system, Senior subordinate relationship, Learning and
growth, Compensation, rewards and recognition, Working condition;
Communication; Performance appraisal, Career advancement,
Empowerment in decision making, Role etc. It also helps to analyze
success of various HR activities as satisfaction is direct result of these
activities. The result of employee satisfaction survey shows the strong
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and weak areas in overall atmosphere in organization. This gives the
inputs for action plan needed for improving the satisfaction in
organization. The more satisfied employees improve the productivity
resulting in higher revenues. It also helps to check attrition and cost
associated with new recruitment.
The employee satisfaction survey is not an isolated event, but rather the
beginning of a continual improvement cycle. Employee satisfaction survey
process provides one of the quickest and actionable feedbacks.
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ORGANIZATION PROFILE
North Delhi Power Limited (NDPL) distributes electricity in the North
areas of Delhi. NDPL is a Joint Venture between Tata Power and Govt. of
NCT as a result of the privatization of electricity distribution in Delhi.
Tata Power Company Limited acquired 51% stake in NDPL and took
control of the management from July 1, 2002. NDPL caters to a
population of approximately 5 million spread over 510 square kms with a
turn over of Rs 1587 crores and serves a consumer base of about 9.1 lakh
consumers.
NDPL has been the frontrunner in implementing power distribution
reforms in the Capital City and is acknowledged for its consumer friendly
practices. Since privatization, the AT&C losses in NDPL areas have
shown a record decline. The Company has embarked upon a plan to
implement high-tech automated systems for its entire distribution network.
Systems such as SCADA, GIS and OTS are the cornerstone of the
companys distribution automation project. To fight the menace of power
theft, NDPL has adopted modern techniques like High Voltage
Distribution (HVDS) System and LT Arial Bunch Conductor.
NDPL is the first distribution utility in the country to provide on-line
information on consumption, billing and payment to all its consumers.
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World-class Consumer Care and Cash Collection Centers have been set up
to ensure excellence in consumer care.
NDPL believes that learning is the key to sustenance. With this
philosophy in mind, the company has set up Centre for Power Efficiency
in Distribution (CENPEID), the first institute for skill accreditation and
certification in the power distribution sector in India. To make children
ambassadors who spread the message of energy conservation, the
company has launched a unique initiative called NDPL Energy Club.
15000 children from 25 schools are covered under this initiative. NDPLs
focus on technology has bagged the company the Intelligent Enterprise
Award 2004 & 2005 instituted by the Indian Express group for exemplary
use of IT in its operations. The NDPL area of distribution in Delhi has
been organized into the following districts of Delhi:
North area: City Circle encompassing Moti Nagar, Keshav Puram &
Pitampura Districts. Town Circle encompassing Civil Lines , Shakti
Nagar & Model Town Districts.
North West area: Urban Circle encompassing Shalimar Bagh & Badli
Districts, Metro circle encompassing Rohini & Mangol Puri Districts,
Suburban Circle encompassing Bawana & Narela Districts.
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Functions in North Delhi Power Limited (NDPL)
Operations:
Circles including districts & zones
Stores
Systems
Inspection & Quality
Street Lighting
Corporate Operation Services
Technical services & projects
Engineering
Projects
Information Technology & Systems
ISO & TBEM
Commercial
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Corporate Commercial
High Revenue Base & Metering
High Consumer Base & Commercial back office
Finance
Revenue
Accounts
Expenditure Control & Accounts Payable
Stores & Projects Accounting
Company Secretary
Legal Cell
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Special projects group
Human resources
PMS & Resourcing
Personnel Management & Industrial Relations
Cenpeid
Administration
Corporate Communication
Administration Services
Security & Disaster Mitigation
Health Services
Business Ethics & Vigilance
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ORGANIZATIONAL STRUCTUREORGANIZATIONAL STRUCTURE
While NDPL represents part of Tata Power Companys (TPCs) power
distribution business, it functions as an independent subsidiary. NDPL reports to its
own Board of Directors for its various business support functions. The Board
consists of nominees from the Government and TPC. The Managing Director (MD)
is the operating head of NDPL, various functions reporting to the MD are as under:
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ManagingDirector
(MD)
GM/HOD(Operations)
GM/HOD(RDM/M)
CFO
Executive OfficeEntrepreneurship & Knowledge
Management GroupCorporate Monitoring
Generation & Power Trading
Sr. Advisor (Operations)Advisor (Govt. Affairs & Franchisee)
Advisor (Technical) / PEOAdvisor (Commercial)
Advisor (Human Resource)
CENPEID (Centre of PowerEfficiency In Distribution)
Special Project Group
HOD (Internal Audit & RiskAnalysis)
GM/HOD(TS&P)
Head(Corporate
HumanResource)
DGM(Administration& Commercial
Human Resource)
GM
(Commercial)
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HUMAN RESOURCE DEPARTMENT
NDPL has the challenge of managing Organization change through
a workforce which consists of a mix of employees with polarized
cultural inequalities cultural inequalities the employees
inherited from erstwhile DVB and the employees who have
joined NDPL post privatization. NDPL makes every effort to
ensure value additions to each employee through skill &
competency development and transparent sharing of information
focused towards consolidation of its value system and cultural
integration of the workforce. NDPL has deployed the HR Action
Plan to meet the following objectives.
HR Objectives:-
Talent Management
Employee Development
Creating Performance oriented culture
Career Progression
Organization wide dissemination
Integration of diverse workforces
Institutionalize Ethics
HR Action Plan:-
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Induction of Fresh Graduates from premier institutes
Lateral recruitment dependent on domain specific expertise
Training Need Identification; Formulation of Training Policy
Institutional Strengthening of CENPEID (Centre Power
Efficiency in Distribution)
Clear JDs, KRAs, alignment with Organizational &
Departmental PMS
Succession Planning, Fast track Plan for Achievers
Knowledge Management, Relationship Building
JIF, LGIE, Team based work culture, benefits of NDPL pay
structure wherever beneficial to FRSR employees to be extended to
them
NDPL Code to Conduct, Strengthening of Ethics structure
NDPLs Human Resource philosophy can be captured in its HR
Vision. And to achieve this, a Training Policy has been
formulated which provides for a minimum 6 Mondays training.
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HR VISION:-
To create a learning organization, which nurtures talent,
innovation and provides competitive environment that makes NDPL
the favored company to work for.
NDPL is using Balance Score Card (BSS) to bridge the gap
between organization strategy and actions. The Tata Business
Excellence Model (TBEM) has also been deployed in NDPL to drive
consistent corporate leadership in enhancing the Tata Brand Equity
within the company.
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OFFICE AUTOMATION
Automation refers to the use of different equipments provided in
office for the fulfillment of daily official work. NDPL is fully equipped
with latest and advanced machines to cater to the needs of the official
environment. I have learnt in the office how to operate them and it has
given me a sense of confidence in performing day-to-day administration
work. The machines which are provided in NDPL are as follows:-
Printers
Printers are used to get copies directly through one command
given to computer. Which helps in getting copies of hand made
documents in the computer memory. In recent uses it produce
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scanned copies also it can colored as well as black and white
copies. It needs to be connected to server of Library and than it
facilitates fast and easy working in receiving print outs of the
documents. In NDPL both inkjet and laser printers are used.
Xerox Machine
Xerox machine are used as photocopier machines. These machines
work on basis of electricity and produce duplicate copies in less
than 15 seconds. In our organization we use Xerox 5365 which provide
mechanism to get all size of copies in less time and also provide
Automatic Document Reader for making sets of 50 copies at one time. It
is known as ADC for 50 copies at one chance. NDPL has been provided
with latest Xerox machines in each department.
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needs of the company. All the information providing to NDPL is
available on www.ndpl.com.
As per our department all work depends upon computers. To gain
information and help others to get this valuable information can only be
done with the help of computer networks. It helps to remove us from
the monotony of the work.
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Fax Machine
Fax is a machine, which is used to send the copy of the papers to
anybody in the world; which sends the photocopy of the document
to another Fax situated at any distance. Fax machine is provided to all
the HODs (Head of Departments) in NDPL.
Process involved, in operating Fax Machine:-
Step 1: - First of all feed the pages in the machine, the face of the paper
should be down as in photocopy machine.
Step 2: - Dial the number of the Fax Machine where the document
has to be sent.
Step 3: - When the sound of beep comes, press the start button. It scans
the paper insert in it and sends the copy to another device.
Note: - It is important that when we are dialing the number, machine
should be free from other work.
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Telephone
Telephone has proved to be a boon or modern office procedures it
helps us in giving and receiving information at fast pace rather than
acquiring information in a written form.
NDPL is equipped with latest and advanced telephone instruments with
intercom facilities.
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Intranet
Intranet is a network based on Internet technology that is designed to
meet the internal needs of sharing information within a single
organization or company. It avoids the information to be available to
everyone on the Internet. Although Intranet pages may link to Internet,
an Intranet is not a site accessed by the general public. It works very
much like the Internet.
In NDPL, all the Circulars and necessary information / data are available
on the Intranet. The same is utilized by the employees of the
organization . It helps in making paperless office work within the
organization.
Internet
In todays dynamic business environment, Internet plays a crucial role
in terms of providing necessary information / data for completing
important tasks assigned to different levels of employees as it helps to
ascertain what is happening around the globe on just a click. The
desired information is available to you within seconds. Internet has
become a part and parcel of any kind of business whether it is related to
small scale or medium / large scale industry. It saves lot of time and
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money which was earlier required in collection of information. 21st
century is dedicated to era of Information and Technology (IT) and
familiarity with Internet and it uses are must for anybody who wants to
survive in this competitive business world.
Expert Choice Award for Most Admired Organization
in Private / Joint Sector
TATA Power / NDPL won the award in a survey conducted
by Power line, a leading Power Sector magazine, across a carefully
selected group of professionals and sector experts.
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Asian Power Awards 2006
NDPL won the Excellence in Service Enhancement award in
recognition for outstanding achievement throughout the year. Mr.
Anil Kumar Sardana, Managing Director (MD), NDPL was chosen
as the
Asian Power SPL CEO of the Year 2006 for his contribution to
Asias developing power supply industries.
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CII EXIM Bank Business Excellence Award
NDPL won the Strong commitment to Excel award conferred by
the Confederation of Indian Industry.
Achievers Award for Settling 10,000 Cases
NDPL won Achievers Award from Delhi Legal Services
Authority and Delhi High Court for creating history by
successfully setting 10,000 cases through the ADR System.
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SWOT ANALYSIS
STRENGTH
Tata Brand is very true and transparent in its business practices
Solid management team
Good working environment even to low levels employees
Young and enthusiastic employees
Experience and senior management
Ready to invest in new technologies e.g. SCADA, GIS and
SAP etc.
Geographically located in capital city
Sensitive to employees
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Lots of non-monitory rewards and appreciation letters
Lots of capacity building and training programmes
Reasonable salary
WEAKNESS
Company value is increasing but human resource value
doesnt see to increase.
Non defined company and no forcable future growth in
distribution business.
No transparency in yearly performance evaluation.
Need to improve their compensation structure.
OPPORTUNITIES & THREAT
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RESEARCH OBJECTIVE
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RESEARCH OBJECTIVE
To know the satisfaction level of employees in NDPL.
To find the exact parameter on which employees are not satisfied.
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RESEARCH
METHODOLOGY
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RESEARCH METHODOLOGY
The basic procedure used in this survey was to get the employees
feedback satisfaction on 4 point scale with reference to the different
parameters that fulfills satisfaction. This chapter describes the various
processes involved in study.
Research Design
The research was carried out by recording feedback in satisfaction
questionnaire. The questionnaire consists of total 59 questions each
related to various satisfaction parameter. All questions were direct and
positive, asking about specific parameter. There was one descriptive
question asking for suggestion for improvement. The response for each
question was taken on 5 point attitude scale as follow:
Strongly disagree 1
Somewhat disagree 2
Neither agree nor disagree 3
Agree 4
Strongly agree 5
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The employee satisfaction survey focuses on measuring the following 15
key parameters of employee satisfaction:
Leadership
Pride
Performance Appraisal
Compensation, Reward and Recognition
Promotions/Career Advancement
Organizational Culture
Organizational System
Senior subordinate relationship
Communication
Learning & Development
Working Conditions
Role
Empowerment in decision making
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Fun and celebration
Awareness and clarity about vision mission and core values
Selection of the study area
The study area comprises of corporate office (including N1, N2, N3, N4
buildings) located at Hudson line and other offices situated in Shalimar
Bagh, Keshavpuram, Rohini, Mangolpuri and Model town.
Sampling procedure
There were total 175 responses recorded during the survey from NDPL
employees. The target population is employees with designation of
officer and above. The respondents were selected by stratified random
sampling depending on convenience and availability of the respondents.
The respondents from other offices were considered mainly on the
availability at the time of survey. This survey has covered more than 20%
of total population.
Nature and sources of data
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Both primary and secondary sources of data were utilized. The primary
data were based on information gained through survey and
observation in the selected offices whereas the secondary
source was based on reviewing books, articles and journals,
reports and browsing of global net.
Collection of Data
Primary data was collected through questionnaires while secondary data
were gathered through desk study. The questionnaire was prepared in
such a way that it provides quantitative and qualitative information like
compensation, leadership, working condition, organizational culture,
organizational system etc. The collection of primary data was done by
personal interview based on designed questionnaire. Friendly atmosphere
of trust and confidence was created where the employees felt ease while
responding to questions.
Data processing and editing
The collected data were noted in the questionnaire prepared and those
data were checked and verified manually through field editing and central
editing. The collected data was examined to detect errors and omissions.
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Data analysis and interpretation
After editing, tabulation and classification data was entered in excel sheet
in a tabular form and analyzed by using statistical tools. Simple statistical
tools like average, percentage and central tendency were used to
systematically analyze the data through Excel. The score for each
parameter was calculated after considering score of all respective
questions under that parameter.
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RESULTS AND
DISCUSSION
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RESULTS AND DISCUSSION
This chapter presents the results obtained through study and its discussion
with the help of graphical presentation, tables, diagrams etc as per the
nature of data. The comparative study for satisfaction level under each
parameter between corporate office and other offices presents following
results:
Table 1: Employee satisfaction
PARAMETERS OVERALL %CORPORATE
OFFICE %
OTHEROFFICES
%
Leadership 70.96 72.05 69.11
Awareness & Clarityabout vision, mission
&core values 78.44 80.56 74.83OrganizationalCulture 67.28 66.83 68.04
OrganizationalSystem 67.08 66.40 68.24
Communication 71.63 70.24 73.99
Role 76.13 79.56 70.27
Working Condition 74.25 79.76 64.86
Senior Subordinaterelationship 79.25 80.40 77.30
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Empowerment indecision making 66.50 66.67 66.22
PerformanceAppraisal 63.50 62.30 65.54
Compensation,
Reward &Recognition 57.42 56.94 58.22Learning & Growth 67.65 66.90 68.92
Fun and celebration atworkplace 52.75 51.39 55.07
Pride 73.56 74.40 72.13
Career Advancement 57.63 55.75 60.81
Overall Satisfaction 68.58 68.87 68.29
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3.1 Overall satisfaction
Figure 1: Overall satisfaction
The perusal of data (figure 1) reveals that overall satisfaction of
employees in NDPL including all the parameters is 68.58%. Further the
overall satisfaction level in corporate offices is 68.87% whereas in
district/zone offices it is 68.29%.
68.58 68.87 68.29
50.00
55.00
60.00
65.00
70.00
OVERALL % CORPORATEOFFICE %
DIST/ZONALOFFICES %
Overall Satisfaction
OVERALL %
CORPORATE OFFICE %
DIST/ZONAL OFFICES %
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Table 2: Overall satisfaction of employees on the basis of
parameters:
PARAMETERS OVERALL %
Leadership 70.96
Awareness & Clarity 78.44
Organizational Culture 67.28
Organizational System 67.08
Communication 71.63
Role 76.13
Working Condition 74.25
Senior Subordinate relationship 79.25
Empowerment in decision making 66.50
Performance Appraisal 63.50
Compensation, Reward &Recognition 57.42
Learning & Growth 67.65
Fun and celebration at workplace 52.75
Pride 73.56
Career Advancement 57.63Overall Satisfaction 68.58
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3.2.1 SATISFACTION LEVEL ACCORDING TO
DESIGNATION:
DESIGNATION OVERALL %
EXECUTIVE 58.72
OFFICER 64.32
ASSISTANTMANAGER 75.04
MANAGER 76.24
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DESIGNATION WISE ANALYSIS
58.72
64.32
75.0476.24
40
50
60
70
80
90
EXECU
TIVE
OFFICER AM
MANA
GER
DESIGNATION
PERCENTAG
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Above shown data reveals about the satisfaction level of different cadre of
employees. It shows that satisfaction level is increasing with the seniority.
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3.2.2 Satisfaction level of the employees according to number of
years spent in the organization:
NUMBER OF YEARS OVERALL %
1-2 YEARS 62.64
2-5 YEARS 66.36
REST 76.74
ACCORDING TO TIME SPE
76.74
66.36
62.64
40
50
60
70
80
90
0-2 YEARS 2-5 YEARS > 5 YEARS
NUMBER OF YEA
PERCENTAGE
Result according to time spent in the organization some how validates the
earlier findings. Employees who had more time in organization, holding
higher position seems to be more satisfied with the policies of the
organization.
3.2.3 Gender wise level of satisfaction of the employees:
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70.96% 72.05%
69.11
50.00
55.00
60.00
65.00
70.00
75.00
OVERALL % CORPORATE
OFFICE %
DIST/ZONAL
OFFICES %
Leadership
OVERALL %
CORPORATE OFFICE %
DIST/ZONAL OFFICES %
The perusal of data reveals that overall satisfaction of employees in
NDPL on leadership is 70.96 %. Further, the data shows that the corporate
office has 72.05% of satisfaction regarding leadership whereas in
district/zones it is 69.11%.
The above data shows that the leadership role played in district/zones
(other offices) has comparatively same score as corporate offices with the
quality given by top/senior management, understanding and resolving
grass root issues, promoting legal and ethical behavior and the effort made
by top/seniors management to encourage good performance.
3.2.5 Awareness and Clarity about vision, mission and core
values
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67.28
66.83
68.04
60.00
65.00
70.00
OVERALL % CORPORATE
OFFICE %
DIST/ZONAL
OFFICES %
Organizational Culture
OVERALL %
CORPORATE OFFICE %
DIST/ZONAL OFFICES %
The data depicted in figure 4 illumine that the overall satisfaction of
employees in NDPL regarding organizational culture is 67.28%. Further,
in corporate office it is 66.83 % whereas in district/zones it is 68.04%.
This clearly reveals that the organizational culture in district/zones is
comparatively better than corporate offices.
Organizational culture includes the inter-departmental teamwork; effective
grievance handling procedures; impartiality on the basis of gender, caste,
region, and religion etc; encouragement and improvement for innovation,
pro-activeness, learning, and agility; performance orientation and career
growth; less bureaucracy; and quality orientation in work and services of
employees. So, it shows that the above ingredients of organizational
culture are more or less same in district/zones and corporate offices.
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3.2.7 Organization system
67.08 66.40
68.24
50.00
55.00
60.00
65.00
70.00
OVERALL % CORPORATE OFFICE
%
DIST/ZONAL OFFICES
%
Organizational System
OVERALL %
CORP ORATE OFFICE %
DIST/ZONAL OFFICES %
The data depicted in figure illumine that the overall satisfaction of
employees in NDPL regarding organization system is 67.08%. Further, in
corporate office it is 66.40% where as in district/zones offices it is
68.24%.
The organization system includes favorable organizational system for
deployment of strategies and action plans which is necessary to achieve
short and long term goals; adequate systems and processes to drive
performance at workplace; and awareness and implementation of various
initiatives like Integrated management system in the organization. So, it
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shows that the above ingredients of organizational system are more or less
same in district/zones and corporate offices.
3.2.8 Communication
71.6370.24
73.99
60.00
65.00
70.00
75.00
80.00
OVERALL % CORPORATE
OFFICE %
DIST/ZONAL
OFFICES %
Communication
OVERALL %
CORPORATE
OFFICE %
DIST/ZONALOFFICES %
The perusal of figure reveals that overall satisfaction of employees in
NDPL regarding communication is 71.63%. Further, in corporate offices
the level of satisfaction regarding communication is 70.24% whereas in
district/zones it is 73.99%.
The ingredients of communication that was considered are the system that
allows employees to communicate their views and suggestions to the
management regularly; the free discussions without boss fear between
superiors and subordinates. These are seen to be more or less same in
district/zone offices than corporate offices.
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3.2.9 Role
Figure 7: Role
76.13
79.56
70.27
60.00
65.00
70.00
75.00
80.00
OVERALL % CORPORATE
OFFICE %
DIST/ZONAL
OFFICES %
Role
OVERALL %
CORPORATE OFFICE %
DIST/ZONAL OFFICES %
From the study it is found that the overall satisfaction for role is 76.13%.
Further, in corporate office it is 79.56% and in district/zone offices it is
70.27%. The depicted data on the aspects of role such as, awareness about
responsibilities and contribution toward organizational goals; adequate
opportunities to utilize the competencies to make job more challenging is
comparatively better in corporate offices than in district/zones offices.
3.2.10 Working condition
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79.2580.40
77.30
70.00
75.00
80.00
85.00
OVERALL % CORPORATE
OFFICE %
DIST/ZONAL
OFFICES %
Senior Subordinate relationship
OVERALL %
CORPORATEOFFICE%
DIST/ZONAL OFFICES %
The study shows that the overall satisfaction regarding senior subordinate
relationship is 79.25%. Further, in corporate offices it is 80.40% and in
district/zone offices it is 77.30%. Therefore, it shows that the senior
subordinate relationship in corporate and other offices are strong in terms
of trust, open discussions and feedback for improvement, involvement in
goal setting; and appreciation for good work.
3.2.12 Empowerment in decision making
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66.50 66.67 66.22
50.00
55.00
60.00
65.00
70.00
75.00
OVERALL % CORPORATE
OFFICE %
DIST/ZONAL
OFFICES %
Empowerment in decision making
OVERALL %
CORPORATE OFFICE %
DIST/ZONAL OFFICES %
From the study it is found that the overall satisfaction regarding
empowerment in decision making is 66.50%. Further, in corporate office it
is 66.67% and in district/zone offices it is 66.22%.
The study shows that constituents of empowerment in decision making like
freedom to take decisions in work areas and satisfaction regarding various
participative systems and processes in decision making process is similar
in both the corporate and district/zones offices.
3.2.13 Performance Appraisal
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63.50 62.30
65.54
50.00
55.00
60.00
65.00
70.00
75.00
OVERALL % CORPORATE
OFFICE %
DIST/ZONAL
OFFICES %
Performance Appraisal
OVERALL %
CORPORATE OFFICE %
DIST/ZONAL OFFICES %
The perusal of data reveals that overall satisfaction of employees in NDPL
regarding Performance Appraisal is 63.5%. Further, in corporate office it
is 62.30% whereas in district/zones it is 65.54%.
It includes whether the performance appraisal is objective, structured,
transparent and frequent feedback for employee improvement. Here, the
data reveals that Performance Appraisal system in district/zone offices and
corporate offices is quite similar.
3.2.14 Compensation, Reward and recognition
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57.42 56.9458.22
50.00
55.00
60.00
65.00
OVERALL % CORPORATE
OFFICE %
DIST/ZONAL
OFFICES %
Compensation, Reward &Recognition
OVERALL %
CORP ORATE OFFICE %
DIST/ZONAL OFFICES %
The perusal of data reveals that overall satisfaction of employees in NDPL
regarding compensation, reward and recognition is 57.42% which is
moderate comparing to other parameters of satisfaction.
Compensation comprises equity in salaries, allowances and perquisites
both internally and externally and Reward and recognition includes the
appreciation for employee who is honest, sincere, hard working, and
productive for the organization where data shows that in corporate office,
it is 56.94% whereas in district/zones it is 58.22%.
3.2.15 Learning and growth
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67.65 66.9068.92
50.00
55.00
60.00
65.00
70.00
75.00
O VERALL % C O RPO RATE
O FFICE %
DIST/ZO NAL
O FFICES %
Learning & Growt
Learning & Growth
The data depicted in Table 1 illumine that the overall satisfaction of
employees in NDPL regarding learning and growth is 67.65%.
Learning and growth includes the opportunities to get necessary trainings,
knowledge, exposure, and new ideas while working with seniors,
colleagues and business associates in the organization where data shows
that in corporate offices it is 66.90% whereas in district offices it is
68.92%.
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3.2.16 Fun and celebration at workplace
52.75
51.39
55.07
49.00
50.00
51.00
52.00
53.00
54.00
55.00
56.00
OVERALL % CORPORATE
OFFICE %
DIST/ZONAL
OFFICES %
Fun and celebration at workplace
OVERALL %
CORPORATE OFFICE %
DIST/ZONAL OFFICES %
The data depicted in Table 1 illumine that the overall satisfaction of
employees in NDPL regarding fun and celebration at workplace is 52.75%
which is the lowest among all the parameters of satisfaction. Further, in
corporate offices it is 51.39% whereas in district/zone offices it is 55.07%.
Fun and celebration is one of the most important factor that helps to
increase satisfaction level of employees. The fun and celebration at
workplace includes celebration of special events and informal get
-together at workplace.
3.2.17 Pride
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73.56 74.40 72.13
50.00
55.00
60.0065.00
70.00
75.00
80.00
OVERALL % CORPORATE
OFFICE%
DIST/ZONAL
OFFICES %
Pride
OVERALL %
CORPORATEOFFICE %
DIST/ZONAL
OFFICES %
The data depicted in Table 1 illumine that the overall satisfaction of
employees in NDPL regarding pride is 73.56%. Further, in corporate
offices it is 74.40% and in district/zones offices it is 72.13%.
Pride includes the sense of pride as a NDPL employee, contribution to the
society/nation; and recommending others to work in NDPL. The data
shows that sense of pride among the employees of district/zones is quite
similar with corporate offices.
3.2.18 Career Advancement
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57.63
55.75
60.81
52.00
54.00
56.00
58.00
60.00
62.00
OVERALL % CORPORATE
OFFICE%
DIST/ZONAL
OFFICES %
Career Advancement
OVERALL %
CORPORATE OFFICE%
DIST/ZONAL OFFICES
%
The data depicted in Table 1 illumine that the overall satisfaction of
employees in NDPL regarding career advancement is 57.63%. Further, in
corporate offices it is 55.75% whereas in district office it is 60.81%.
Career advancement includes well designed policy for career advancement;
and identification of individual development needs for employees where
the study shows that employees of district/Zone offices are comparatively
more satisfied regarding career growth comparing with corporate offices.
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CONCLUSION AND
RECOMMENDATION
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CONCLUSION
Overall, the response for the survey has been good. But there are some
points for concern also. The percentage level of satisfaction for each
calculated from the survey are more inclined to 60% than being 80% or
90%. Moreover, there are some chances of bias in the survey, as there is
ample chance for manipulation of responses by the respondents for fear or
various other factors. Else the results of the survey are very encouraging.
The main reasons contributing to lower satisfaction level at NDPL are:
Lack of transparency in performance evaluation and promotion
process.
Compensation related issues
Lack of growth opportunity and career advancement in the
organization
Lack offun at work
In a nutshell, People are very happy with their leader, boss and
organization culture. Employees have very well appreciated the effective
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communication channel that is placed in the NDPL. Corporate
communication department gets full marks for speedy and clear
dissemination of information across the organization and making
employee aware of organization vision, mission and goals.
But there are some serious factors that NDPL has to address.
Performance Evaluation - 63.50% people believe that Performance
evaluation is transparent in NDPL, while rest thinks otherwise. Almost
same is the case reward system.
Fun and celebration at work place- Data shows only 52.75%.of
employees are satisfied with existing system of Fun and celebration. Fun
and celebration at work place in special events like achievement of goal
helps employees to be more enthusiastic and creative in their work which
finally results in better performance of employees.
The other area to concentrate is compensation, reward and recognition
where the study shows that it is only 57.42% level of overall satisfaction.
The study also shows that the employees are less satisfied regarding
career growth where the data reveals only 57.63% level of overall
satisfaction. Only 58.72% of executives are satisfied with the
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organization, this validates the fact that NDPL some how is not able to
meet the expectations of its young executives.
The above data clearly shows that the steps taken by NDPL to retain,
grow, satisfy, motivate and engage its employees are appreciable but not
enough. In todays hyper-competitive environment, organizations that
nurture, develop and retain their employees are the ones that are the most
successful. People-led strategic advantage is the most sustainable
advantage over competitors. Also, in service industry ( i.e NDPL), it has
been found that external customer satisfaction has a direct correlation with
internal customer satisfaction. Happy Employees lead to happy customers
and thereby, meeting the business goals.
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RECOMMENDATIONS
Taking in view the above results, the following steps can be taken to curb
employee turnover at NDPL.
Performance management-NDPL is a part of TATA group, which
is famous for its fair & transparent human resource policies. It
would be good for NDPL to have references of existing
performance evaluation process at different companies of TATA
group and to implement the best in order to achieve the same name
& fame, which others have achieved. However, short-term solution
of this problem is to have effective and clear communication
regarding the existing policies to the employees.
Compensation-Although compensation is the least sustainable
retention strategy, it still plays a pivotal role in employee turnover.
Thus, it is necessary to have comparable pay packages. NDPL
should go for external equity and a compensation survey will
effectively serve the purpose and will dispel the thoughts from the
employee mind that they are being paid less. However, in order to
make compensation policy effective it should be reinforced by the
better growth, role & designation, leadership and others HR
policies.
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Rewards and Recognition: NDPL can incorporate following ways
of appreciating and recognizing the efforts of its employees, in turn,
boosting their morale.
1. Spot Rewards-Putting a system of spot rewards is going to
boost the morale of employee and it should be in form of
gift coupon, movie tickets etc (non-monetary).
2. Pat on the backs
3. Bravo Zulu award-This policy has been successfully
implemented in FedEx. In this member of a department
present appreciation card whenever some one among them
does something good and commendable. The employee puts
the cards on his workstation. It will not only boost the
morale of the particular employees, it also helps in building
better relationship among fellow members.
4. Innovation reward should be introduced in NDPL. This
award should be given whenever any one finds some
innovative and better ways to do work or helps in reduces the
losses.
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LIMITATION
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LIMITATION
Although, this envisages that satisfaction level in the organization is good.
It was, however, unclear whether the level of satisfaction regarding
certain parameter was real or the perceived only due to possibility
manipulation of responses by the respondents for fear or various other
factors.
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BIBLIOGRAPHY
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BIBLIOGRAPHY
Mello.J., Strategic Human Resource management. Dave Shaunt.
Robinson. S, Organizational Behavior. Asoke K.Ghosh, Prentice hall,
India
http://www.ndplonline.com
http://managementsearch.com
http://businessresearchlab.com
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ANNEXURE
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ANNEX URE
NDPL Employee Satisfaction Survey
Age:
Sex: Male
Female
Department:
Designation:
Location of work:
How long have you worked for NDPL?
Less than one year............................
One year to two years.......................
Two years to five years....................
Five years to ten years......................
Ten years or more ............................
Read instructions carefully before responding.
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The Employee Satisfaction Questionnaire has 59
questions/statements. Please read the statements carefully. Since,
there are no right or wrong responses to any question or statement
feel free to respond to each of the statement by putting a ( )
against any of the five possible responses. The responses are
STRONGLY DISAGREE 1
SOMEWHAT DISAGREE 2
NEITHER AGREE NOR DISAGREE 3
AGREE 4
STRONGLY AGREE 5
We request you to use response 3 (Neither agree nor disagree)only
if you are absolutely sure that the other responses will not truly
reflect your feelings.
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1. Leadership
No Question 1 2 3 4 5
1 Top/ Senior management is
personally committed to quality,and expects high level of quality
orientation amongst employees.
2 NDPLs top/ senior management
has a clear vision for the future,
and energizes people to achieve the
same.
3 The top/senior management in this
organization makes sincere and
systematic effort to understand the
grass root issues and resolve them.
4 Top/senior management of NDPL
promotes legal and ethical behavior
in the organization
5 Top/senior management
encourages good performances and
achievement of employees through
various mechanism of
appreciation, reward and
recognitions
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No Question 1 2 3 4 5
6 The management understands short
and long term challenges of this
organization and is committed to
address them in speedy manner
7 I look up to NDPLs top/senior
management as role models.
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2. Awareness and Clarity of organizational vision, mission and
core values
No Question 1 2 3 4 5
1 I am aware of the organizations
vision and mission
2. I am aware of my departments
goal, objective and action plans
3 I am aware of the organizations
core values and its meaning
4 Employees here demonstrate
professed core values in their day to
day behavior
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3. Organizational Culture
No Question 1 2 3 4 5
1 There is inter-departmental and Intra-
departmental teamwork an co-operation
at NDPL.
2 Employees are treated impartially at
workplace
and no one is harassed based on gender,
caste,
region or religion
3. There is an effective grievance-
handling procedure here
4 In this organization, I am confident
that an honest mistake will be
tolerated and taken as a lesson learnt
5 Improvement, innovation, pro-
activeness and agility are usually
encouraged at NDPL
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No Question 1 2 3 4 5
6 NDPL is a performance oriented
organization and I am aware that for
career growth my consistent good
performance is a must
7 Learning and knowledge sharing is
encouraged and practiced at NDPL
8 At NDPL, bureaucracy is discouraged
9 Quality orientation in our work,
services and behavior is encouraged
at NDPL
10 There is faith and lateral trust
amongst colleagues and peers in the
organization
4. Organization system
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No Question 1 2 3 4 5
1 Organization structure of NDPL
supports deployment of strategies and
action plans necessary to achieve
short and long term goals
2 At NDPL, weve adequate systems,
processes and fora to drive
performance at work place
3 I am aware of the Integrated
Management System(QualityManagement System, Environment
Management System) of the
organization and people follow the
same in their day to day activities
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5. Communication
No Question 1 2 3 4 5
1 The communication system allows
me to communicate my views and
suggestion to the management from
time to time
2 In the organization, people talk to
their superiors in a free and frank
manner about all issues within the
team
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6. Role
No Question 1 2 3 4 5
1 I know my role/responsibilities and
how I am contributing towards
organizational goals and objectives
2 I find my job challenging and it
provides adequate opportunities to
use my knowledge, skills and ideas.
7. Working conditions
No Question 1 2 3 4 5
1 My work place has adequate
infrastructures (water, power, table,chairs, toilet, etc)
2 I have adequate resources (computer,
phone, tools, instrument, stationeries,
etc) to do my job well
8. Senior subordinate relationship
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9. Empowerment in decision making
No Question 1 2 3 4 5
1 I am empowered to take decision in
my work areas that would best serve
the organization
2 I am satisfied with the various
participative systems and processes
designed for involving employees in
the decision making process
10. Performance appraisal
No Question 1 2 3 4 5
1 Our performance appraisal system forexecutives is objective and well
structured
2 Our Performance management system
is deployed in a transparent manner
and meets its objectives
3 My immediate boss gives
performance feedback to me for
improvement
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11. Career advancement
No Question 1 2 3 4 5
1 This organization has a well-designed
policy for career advancement of
executives
2 The performance appraisals provide
inputs for identifying individual
development needs
12. Compensation, reward and recognition
No Question 1 2 3 4 5
1 Salaries, allowances and perquisites
of executives in this organization are
attractive considering their job
responsibility, qualification and
expertise
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2 My salary is equitable in comparison
to other employees working at the
same level within the organization.
3 Salaries, Allowances and perquisites
of executives compare favorably with
those prevailing in other comparable
organizations
4 Executives who contribute to
organizational efficiency and
productivity are suitably recognized
and rewarded in this organization
5 The work of an executive who is
honest, sincere, and hard working is
recognized and appreciated in this
organization
6 My organization recognizes and
appreciates employees achievements
in areas related to sports, cultural
activities, team work, good
citizenship, etc.
13. Learning and growth
No Question 1 2 3 4 5
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14. Fun and celebration at workplace
No Question 1 2 3 4 5
1 Special events are celebrated at my
workplace
2 There are informal get-togethers at
workplace
15. Pride
No Question 1 2 3 4 5
1 I feel a sense of pride when I
introduce my self to someone as an
employee of NDPL
2 I really look forward to come to office
every morning
3 I feel good about the way we
contribute to the society/nation
4 If there is an appropriate opportunity
for a competent friend in NDPL, Iwould ask him to join because I feel
NDPL is a right place for performers
and competent persons
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What can NDPL do to increase your satisfaction as an employee?
Suggestion 1: