Employee Satisfaction Report

Fall
09‐12

Research on Employee Satisfaction

• Sagar Agrawal

• Pratik Gandhi

• Rajwin Patel

INTERNATIONAL INSTITUTE OF PLANNING AND MANAGEMENT
RESEARCH ON EMPLOYEE SATISFACTION 2

Acknowledgment
We heartily thank our Project in-charge, Prof. Simantee Sen (IIPM,
Pune), whose encouragement, guidance and support from the initial to the
final level enabled us to develop an understanding of the subject. We are
grateful for her contribution towards the execution of our project and feel
fortunate enough to undergo a project on Employee Satisfaction on a very
macro-level. It has brought the best in us to analyze and research on such
a project.
Lastly, we offer our regards and blessings to all of those who supported
us in any respect during the completion of the Research, which include
the HR Manager at Ma Foi and the employees in the organization.


INDEX

S.No Topic Page No.

1 Introduction to the research 04

2 Abstract 05

3 Objective of study 06

4 Executive Summary 07

6 Introduction to Company 08

7 History 12

8 Methodology 14

9 Sample Questionnaire 15

10 Pictorial Analysis 17

11 Analysis & Recommendation 25

12 Bibliography 27



Introduction to Research

So much of your success rests in the hands of your employees.
They have a profound impact on overall performance, customer
loyalty and satisfaction. But, in the face of so many demands, does
your employee satisfaction survey understand how they feel about
their work – and what motivates them?
Employee satisfaction research is a key tool in the quest to
understand, enable and motivate employees. Through employee
satisfaction research, companies can create employee satisfaction
surveys that discern current levels of satisfaction, gain insight into
potential areas of improvement, and identify what reward and
recognition strategies will deliver the best return on investment in
terms of satisfaction, engagement and retention.


Abstract

We present a case study on Employee Satisfaction. We talk a lot
about the C-SAT (Customer Satisfaction) a lot of times, however
the recession, which has hit the world, has given a rise to a new
concept of E-SAT (Employee Satisfaction). The potential impact is
directly related to the work force of the company and the research
would actually determine the overcome of the lack and produce
new data for the company. It will also hit directly on the
compensation management, HR Management aspect of the
organization.



Objective of study
Research indicates that there is a strong positive correlation
between employee satisfaction and customer satisfaction.
Understanding your company’s employee satisfaction performance
over time may explain fluctuations in profitability. This research
and analysis may yield increased employee retention.
Employee satisfaction is important for the following reasons:
1. Committed and engaged employees create satisfied customers.
2. The cost of turnover – Hiring costs, training costs, and
productivity loss is typically between 20-25% of average
employee salary.
3. Company knowledge and customer history – The
knowledge of how your company operates and information
about your customers leaves when an employee leaves your
company.
4. Excessive turnover and/or loss of good people – When
there is high turnover and/or good people leave the effect can
be felt throughout the company, leaving an unspoken negative
feeling among other staff.



Executive summary

Extensive research proves that committed and loyal employees
have a direct impact on your company's performance and
profitability. This research is on a Consultancy Company, which
gives the idea of how the employees who employ other employees
think about their particular organization. With which we can
understand the behavioral characteristics of the company towards
the employees and therefore give a relevant feedback with our
findings.



THE COMPANY
“Ma-Foi”
Related Companies Common Job Titles
Parent Company - Randstad Consultant 43%
Subsidiaries - Qualitair Aviation Ma Foi Senior Consultant 6%
Manager 4%
Mergers - Talisman Software
Business Development Consultant 4%
HQ Region - Madras Area, India Research Analyst 3%
Industry -Human resource Gender Male 49%
Type - Privately Held Female 51%
Status - Operating Subsidiary
Company size - 1,700 employees
Founded - 1992
Website - http”//www.mafoi.com
Mr. K. Pandia Rajan is currently employed at Ma Foi Management

Consultants Ltd. in the position of Managing Director and Chief
Executive Officer. Mr. Rajan is the founder of Ma Foi Management
Consultants Ltd. He has nearly 20 years of rich experience in
Human Resources, International Recruitment and General
Management. His drive, smart initiatives, and strategic insights
have contributed immensely in shaping Ma Foi into one of the
leading and reputed service providers in the HR industry.
Ma Foi (pronounced as ‘Ma Fwa’) means ‘My Word’ in French.

Ma Foi promises to deliver professional and quality services to its
stakeholders. Anchored on the values of integrity, transparency,
growth, and diversity Ma Foi believes in keeping its promise in
every initiative that it undertakes.


Ma Foi is India’s # 1 Integrated HR Service Provider, and part of
Euro 17.3 Billion Randstad Group, With the merger of Randstad
and Vedior, Ma Foi has become a part of the 2nd largest HR
Services Company in the world. By joining forces, Randstad &
Vedior have a larger candidate base to select from, a more
balanced geographical spread throughout 53 countries and a
wider service offering.
Ma Foi was started in 1992, with an aim to grow into a one-stop

shop for all HR requirements for clients worldwide. It has helped
generate career opportunities for more than 2,50,000 individuals in
36 countries and has worked for over 204 Fortune 500
organizations.
Ma Foi offers the broadest HR service portfolio from Executive

Search, Staffing, Consulting and Outsourcing to Automation and
Training. The organization has strong global presence across
Europe, US, Middle East, South and Southeast Asia. A global
network of 122 offices across 14 countries gives Ma Foi an
enormous reach and wide coverage.
Ma Foi’s team consists of people from a variety of backgrounds

who have held key recruitment roles in major companies including
many Fortune 500 companies. Their success is based on the
depth and breadth of experience their team has, in every industry
and their knowledge and understanding of the local markets.
Ma Foi Management Consultants Ltd. offers human resources

management and consulting services. The company provides


senior level recruitment, vendor management, psychometric
testing, and career training and consulting services. Additionally, it
provides online recruitment, professional placement, and
candidate screening services. Ma Foi clientele include Monsanto,
Astra-Zeneca, GE Capital, Ford Motors, Hyundai Motors, Satyam
Group, Infosys, Enron, Haldia Petrochemicals, and HSBC. The
company was founded in 1992 and is headquartered in Chennai,
India with additional operations in United States, United Kingdom,
United Arab Emirates, Oman, Bahrain, Sri Lanka, Malaysia, and
Singapore. (As of May 6,2009)
Ma Foi continues to focus on developing customized and

innovative HR services, leveraging on its unique strengths of
geographical presence and end-to-end capability across all HR
service functions.
Further expanding within India through Franchisee network.


Headquarters Amsterdam Area, Common Job Titles

Netherlands Consultants 13%
Industry Human Resources Agent 8%
Type Public Company Branch Manager 6%
Status Operating Account Manager 5%
Company Size 34,000 employees Manager 4%
Median age 30 years
Founded 1960
Gender Male 36%
Website http://www.randstad.com
Female 64%
Current CEO of Randstad Ben Noteboom.

Randstad specializes in solutions in the field of flexible work and human
resources services. It offers a wide spectrum of services that range
from regular from temporary staffing and permanent placing, to in-house
services, search & selection, and HR Solutions. Randstad has over 34,000
employees working from 5,400 branches and in-house locations in 53
countries around the world.
The complexity, pace and global platform of today's business environment
demands a special set of characteristics from the workforce. Apart from
essential requirements in terms of background and experience, criteria for
selecting professionals have changed dramatically over the last decade, with
great emphasis on talented professionals with global exposure. The
importance and hunt for cross-cultural placements has grown multifold.
This strategic merger of both Randstad and Ma Foi has provided enormous
reach and expanded search map. And their combined synergies will now help
to cater to the demands of the new age recruitment.


History – Milestones
2009
• EmmayHR integrates with Ma Foi
2008
• Ma Foi becomes a part of Randstad, the 2nd largest HR Company in the world.
• Takes over the management responsibilities of Team4U, a staffing company
that focuses on mass customization business.
• Ma Foi wins the Asia Pacific Quality Award.
2007
• Ma Foi wins the prestigious certificate for 'Strong Commitment to Excellence'
from CII-EXIM Business Excellence Award.
• Geographic expansion continues as we enter markets in China, Thailand and
Hong Kong.
2006
• Strategic diversification into IT, through a wholly owned subsidiary - Minvesta
Infotech Ltd.
• Ma Foi Academy merges with Staffing Solutions Business.
2005
• Merger of consulting & outsourcing businesses to form a separate subsidiary -
Ma Foi Consulting Solutions Ltd.
• Spin-off of the executive search Business - Ma Foi Global Search Services Ltd.
is launched.
2004
• Ma Foi becomes a part of Vedior - World's largest specialist staffing major.


• Launch of Ma Foi Academy - the career training business of Ma Foi.
• Depute strength hits 10000. Ma Foi emerges as the leader in flexi staffing
business in India.
2003
• Further expansion within India through Franchisee network.
2002
• Flexi staff grows over 5000.
2001
• Foray into the international market.
2000
• ISO Certification.
1998
• Expansion of service portfolio to HR outsourcing.
• Executive Search emerges as a separate business unit.
• First Bonus Issue.
1996
• Crosses a turnover of INR 0.1 Billion. Expansion to multiple locations within
India by setting up offices.
1994
• Transition from Private Limited to Public Limited Company.
1992
• Inception of Ma-Foi with a starting capital of INR 60,000 and a big dream to
grow into a world class HR service provide


Methodology
Background:
⇒ Duration of Research & Survey - February 25th, 2010 -- March 15th,
2010
⇒ Data Collection Time – 07 Days
⇒ Data Allocation Time – 05 Days
⇒ Respondents – 30 Employees
We had chosen two rounds of interview.

1. While being Introduced to the company by the HR - Manager
2. While collecting and getting data
Most of them who filled the questionnaire were at the Mid-Management

Level, which had a designation for Assistant Consultant - CRD.
In accordance with the questions asked, the interpretation was clear and
valid. Employees were enthusiastic to know the after-results of the
research conducted.


Sample Employee Satisfaction

Questionnaire

Thank you for taking the time to fill in this questionnaire, you will remain anonymous. We
need a sample of an audience to use as an example for our Research Project at College
Q1) Regarding the statement, "I am aware of Mafoi overall strategy," would you
say you …
 Strongly Disagree
 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

Q2) Regarding the statement, "I understand what Mafoi, as a company, is
trying to achieve," would you say you …
 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

Q3) I feel my department gets support and teamwork from other areas within
the Company.
 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

Q4) My manager/supervisor demonstrates professionalism.
 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

Q5) My manager clearly defines my job responsibilities.
 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable



Q6) My manager/supervisor encourages high achievement by reducing the fear
of failure.
 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

Q7) My manager/supervisor takes responsibility for shaping the attitudes and
relationships within our department.
Strongly Disagree
 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable
Q8) My manager/supervisor clearly communicates what is expected of me.

 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

Q9) My manager/supervisor provides me with continuous feedback to help me
achieve.
 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

Q10) Overall I am very satisfied with my job at Mafoi.
 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

Age Group: □ 20- 35 □ 35-45 □ 45+
Gender: □ Male □ Female
Name: ___________________________________________
Designation : _______________________
Email- id : ___________________________________________



Pictorial Analysis: per question
Gender: □ Male □ Female
Male 13
Female 17
Total 30

Age-Group
□ 20- 35 29
□ 35-45 1
□ 45+ 0
Total 30



Q1) Regarding the statement, "I am aware of Mafoi overall strategy," would you
say you …

 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

A  Strongly Disagree 1
B  Disagree 1
C  Somewhat Agree 6
D  Agree 19
E  Strongly Agree 3
F  Not Applicable 0

Q2) Regarding the statement, "I understand what Mafoi, as a company, is

trying to achieve," would you say you …

 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

B  Disagree 0
D  Agree 23



Q3) I feel my department gets support and teamwork from other areas within
the Company.

 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

B  Disagree 4
D  Agree 12



Q4) My manager/supervisor demonstrates professionalism.

 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

B  Disagree 1
D  Agree 16

Q5) My manager clearly defines my job responsibilities.

 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

B  Disagree 1
D  Agree 17



Q6) My manager/supervisor encourages high achievement by reducing the fear

of failure.

 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

B  Disagree 2
D  Agree 13



Q7) My manager/supervisor takes responsibility for shaping the attitudes and
relationships within our department.

Strongly Disagree
 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable
B  Disagree 7
D  Agree 14

Q8) My manager/supervisor clearly communicates what is expected of me.

 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

B  Disagree 0
D  Agree 15


Q9) My manager/supervisor provides me with continuous feedback to help me

achieve.

 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

B  Disagree 2
D  Agree 11



Q10) Overall I am very satisfied with my job at Mafoi.

 Disagree
 Somewhat Agree
 Agree
 Strongly Agree
 Not Applicable

B  Disagree 3
D  Agree 16



Analysis and Recommendation

Our work attempted to improve employee satisfaction and efficient
discovery of content for the organization. Although we see majority
of the employees being happy in the organization, there is a line
between "Strongly Agree" and "Agree". Many employees have
chosen "Agree" as their primary option, which tells us that they are
happy enough to be there in the company. However, there is still
line for improvement, which can be seen in terms of the
satisfaction of the employees.
Some of the points, which can be covered, in order to make sure

the employees have an enhanced offering from the Organization
are listed below:
1. Regular Employee Input and Feedback Programs: Building a

corporate culture that requires employees to be an integral part of
the organization can be an effective way of getting the most from
the talents or competencies brought to the organization by each
employee. Allowing employees at all levels of the organization to
share their ideas and concerns will also help the company develop
and maintain a safer and more productive work environment.
Knowing employees' feelings for, and levels of commitment to, the
organization can be essential to measuring whether people
management programs are producing the desired results.
2. Clearly Defined and Communicated job Expectations: When

an organization makes the decision to fill a new position, it has an
idea of what will be expected of the new employee. However,


unless these expectations are clearly communicated, the result
can be disappointing for both the employee and employer. Such
situations cause conflict and inefficiencies in the workplace.
Therefore, it is very important that the employer establish a
mechanism for making sure the needs of the organization are
clearly communicated and understood.
3. Regular and Fair Performance Feedback: Research has

found that most employees in today's economy want to believe
that they contribute to the overall success of the organization.
However, if the employee is not sure how his or her job fits into the
bigger picture, an employer may suffer a reduction in productivity
or morale. A well-designed, consistently-applied and fair system
for discussing the business goals, objectives and individual
employee contributions can be a valuable tool in ensuring each
employee becomes and remains an integral part of the
organization's team.



Bibliography
• http://www.randstad.com
• http://www.mafoi.com
• http://www.google.com
• http://www.linkedin.com
• http://en.wikipedia.org


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They have a profound impact on overall performance, customer

loyalty and satisfaction. But, in the face of so many demands, does

your employee satisfaction survey understand how they feel about

their work – and what motivates them?

Employee satisfaction research is a key tool in the quest to

understand, enable and motivate employees. Through employee

satisfaction research, companies can create employee satisfaction

surveys that discern current levels of satisfaction, gain insight into

potential areas of improvement, and identify what reward and

recognition strategies will deliver the best return on investment in

terms of satisfaction, engagement and retention.

between employee satisfaction and customer satisfaction.

Understanding your company’s employee satisfaction performance

over time may explain fluctuations in profitability. This research

and analysis may yield increased employee retention.

Employee satisfaction is important for the following reasons:

1. Committed and engaged employees create satisfied customers.

2. The cost of turnover – Hiring costs, training costs, and

productivity loss is typically between 20-25% of average

3. Company knowledge and customer history – The

knowledge of how your company operates and information

about your customers leaves when an employee leaves your

4. Excessive turnover and/or loss of good people – When

be felt throughout the company, leaving an unspoken negative

feeling among other staff.

Mr. K. Pandia Rajan is currently employed at Ma Foi Management

Ma Foi (pronounced as ‘Ma Fwa’) means ‘My Word’ in French.

Ma Foi was started in 1992, with an aim to grow into a one-stop

Ma Foi offers the broadest HR service portfolio from Executive

Ma Foi’s team consists of people from a variety of backgrounds

Ma Foi Management Consultants Ltd. offers human resources

Ma Foi continues to focus on developing customized and

Headquarters Amsterdam Area, Common Job Titles

Current CEO of Randstad Ben Noteboom.

• EmmayHR integrates with Ma Foi

• Takes over the management responsibilities of Team4U, a staffing company

that focuses on mass customization business.

• Ma Foi wins the Asia Pacific Quality Award.

• Ma Foi wins the prestigious certificate for 'Strong Commitment to Excellence'

from CII-EXIM Business Excellence Award.

• Geographic expansion continues as we enter markets in China, Thailand and

• Strategic diversification into IT, through a wholly owned subsidiary - Minvesta

• Ma Foi Academy merges with Staffing Solutions Business.

• Merger of consulting & outsourcing businesses to form a separate subsidiary -

Ma Foi Consulting Solutions Ltd.

• Ma Foi becomes a part of Vedior - World's largest specialist staffing major.

• Further expansion within India through Franchisee network.

• Flexi staff grows over 5000.

• Foray into the international market.

• Expansion of service portfolio to HR outsourcing.

• Executive Search emerges as a separate business unit.

• First Bonus Issue.

• Crosses a turnover of INR 0.1 Billion. Expansion to multiple locations within

India by setting up offices.

• Transition from Private Limited to Public Limited Company.

grow into a world class HR service provide

We had chosen two rounds of interview.

Most of them who filled the questionnaire were at the Mid-Management

Sample Employee Satisfaction

Q8) My manager/supervisor clearly communicates what is expected of me.

Age Group: □ 20- 35 □ 35-45 □ 45+

Gender: □ Male □ Female

Q2) Regarding the statement, "I understand what Mafoi, as a company, is